Statement and consultation: Quick, easy and reliable switching

  • Start: 03 February 2021
  • Status: Open
  • End: 09 November 2021

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. Today we have 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 are also consulting on proposed amendments to our General Conditions to give effect to these decisions from 3 April 2023. The closing date for responses is 9 November 2021.

Responding to this consultation

Please submit responses using the consultation response form (ODT, 48.7 KB).

Main documents

Supporting documents

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Responder name Type
Age UK (PDF File, 44.0 KB) Organisation
ApTap (PDF File, 121.6 KB) Organisation
Bartlett, J (PDF File, 45.4 KB) Individual
BT (PDF File, 439.5 KB) Organisation
Campbell-Smith, J (PDF File, 118.5 KB) Individual
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