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.
Unnecessary difficulties can create barriers that prevent customers from changing providers. Effective switching is also important to support competitive investment in, and take-up of, faster and more reliable broadband.
We recently confirmed new switching rules for providers of landline, broadband and mobile services, which will come into force in December 2022. This consultation sets out proposals on the process that residential landline and broadband customers will use to switch from that date. It also proposes some limited changes to the information mobile providers must give residential customers when they want to switch.
Responding to this consultation
Please submit responses using the consultation response form (ODT, 49.0 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)
ECWG Cost Estimates and Methodology (PDF, 207.2 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: consent and the new fixed switching process for residential customers, July 2020 (PDF, 175.7 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’s initial questions (PDF, 310.9 KB)
Option X, Broadband and voice switching proposal, response to Ofcom (PDF, 891.0 KB)
Option X process map (PDF, 172.8 KB)
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