What Is One Touch Switching? A Broadband Switching Guide
One Touch Switching is the process for eligible residential broadband and landline customers to change provider by contacting the gaining provider. The new provider coordinates the transfer with the old one. It is about managing the switch; it does not remove the need to check your contract or prepare for an installation.
How One Touch Switching works
Choose the new service and tell the gaining provider you want to switch. Supply the account and address details it requests so it can match the existing service. Review the information from your old provider about the implications of leaving, then confirm whether you want to proceed.
The providers coordinate the agreed transfer. Avoid separately cancelling the old connection unless instructed, as that can complicate the process. Keep the order details and switching messages until the new service is working.
What to check about charges
One Touch Switching does not mean leaving a minimum contract term is automatically free. Review any early termination charges and the effect on bundled services before confirming the switch.
Ofcom says customers should not have to pay notice-period charges beyond the switch date. That is different from saying no final bill or other contractual charge can apply. Query any unexplained charge with the relevant provider.
Phone numbers, bundles and connected equipment
Tell the gaining provider if you want to retain a landline number. Ask what happens to any television, mobile or other service in a bundle, and check equipment that relies on the phone connection, such as an alarm. Do not assume everything in a bundle transfers with broadband.
Who is the process for?
This guide concerns residential fixed broadband and landline switching. Business services, mobile services and arrangements where you do not hold the broadband contract may follow different processes. Ask the gaining provider which route applies to your account.
Switching networks may still need installation work
The administrative process can apply across different access networks, but new fibre or equipment may still be needed. For those physical steps, read our guide to switching from Openreach to CityFibre. For choosing an appointment, see planning your full fibre installation date.
Keep a backup plan if uninterrupted connectivity is essential. A coordinated switch is not a guarantee that a new installation cannot encounter a problem.
Where to start
Read Ofcom’s broadband switching guidance and check the details with your chosen provider. To see Exascale’s current service options, visit CityFibre broadband packages and availability.