Statement: Quick, easy and reliable switching

  • Start: 03 February 2021
  • Status: Statement published
  • 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.

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

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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
BT [response to further consultation] (PDF File, 230.3 KB) Organisation
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