People should be able to switch telecoms provider easily to take advantage of the range of services available. Easier switching allows people to shop around with confidence to find the best price and service for their needs. Difficulties in the switching process can put people off moving providers. Effective switching is also important to support competitive investment in, and take-up of, faster and more reliable broadband.
In February 2021, we consulted on proposals for a new switching process for residential landline and broadband customers. We also proposed some limited changes to the information mobile providers must give residential customers when they want to switch.
In September 2021, we published our final decisions on these changes, including our requirement for a new ‘One Touch Switch’ process where landline and broadband customers will only need to contact their new provider to switch. We also consulted on proposed changes to the General Conditions to give effect to our decisions on broadband and landline, and mobile, switching.
We have published our final decisions on the changes to the General Conditions. These changes will come into force on 3 April 2023.
Main documents
Supporting documents
Documents prepared by the OTA relating to implementation
Letter to industry: One Touch Switch - Expectations of industry following OTA2’s OTA Matching Review (PDF, 123 KB) 4 December 2024
- OTA2 – OTS Matching Review Summary (PDF, 466 KB) 4 December 2024
Documents prepared by Ofcom relating to implementation
Letter to industry: Full implementation of One Touch Switch and withdrawal of NoT+ (PDF, 116 KB) 21 October 2024
Letter to the OTA: One Touch Switch implementation – Post launch matching improvements (PDF, 115.0 KB) 25 September 2024
Letter to industry: One Touch Switch implementation – Extension of NoT+ consumer protections
Letter to industry: One Touch Switch implementation (PDF, 104.5 KB)
The Implementation Progress Steering Group was set up by Ofcom to get regular updates on implementation from a representative group of communications providers and The One Touch Switching Company. Although it has only been possible to invite a limited number of providers to attend the meetings in person we have circulated updates following these meetings to wider industry via the Office of Telecommunications Adjudicator.
Letter to industry: One Touch Switch Implementation – Principles and Cancel Other (PDF, 191.9 KB)
Letter to the OTA: One Touch Switch implementation (PDF, 147.5 KB)
Letter to industry: One Touch Switch Implementation - Matching response SLA (PDF, 136.3 KB)
Documents prepared by the OTA on the X and Y switching process options
EECC Working Group (ECWG) Solution Development Journey (PDF, 269.2 KB)
- Appendix C: Switching process Option X – checklist to consider (PDF, 140.8 KB)
- Appendix D: Switching process Option Y – checklist to consider (PDF, 138.1 KB)
- Appendix E: ECWG Option X and Y cost template (XLSX, 35.9 KB)
- Appendix H: ECWG cost summary template (PDF, 309.9 KB)
ECWG Cost Estimates and Methodology (PDF, 207.2 KB)
- Appendix F: ECWG cost estimate template (PDF, 133.1 KB)
- Appendix G: Volumetrics statement (PDF, 167.6 KB)
Documents prepared by Ofcom relating to switching processes
Letter to industry: fixed switching and porting working group, August 2019 (PDF, 146.3 KB)
Letter to the OTA: switching and porting, July 2019 (PDF, 164.2 KB)
Documents relating to Y proposals
Option Y, Gaining Provider Led Switching – the Option Y proposal (PDF, 567.3 KB)
YHub switching process description (PDF, 225.9 KB)
Option Y, YHub and YGP switching process flows (PDF, 350.6 KB)
Letter to fixed switching and porting working group, June 2020 (PDF, 137.2 KB)
Option Y, Responses to Ofcom’s questions (PDF, 612.5 KB)
Option Y, Gaining Provider Led Switching - the Option Y proposal (initial proposal) (PDF, 639.3 KB)
Documents relating to X proposals
Option X, Broadband and voice switching proposal, response to Ofcom (March 2021) (PDF, 940.3 KB)
Option X, Broadband and voice switching proposal, response to Ofcom (PDF, 891.0 KB)