Switching broadband provider used to mean two separate processes — signing up with your new provider, then separately contacting your old one to cancel, often on the phone, sometimes facing a "retention team" trying to talk you out of leaving. Ofcom's One Touch Switch rules changed that: now a single request to your new provider handles the entire move.
This guide explains how the process actually works, why it replaced the old system, and what to expect step by step.
How switching works, step by step
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You place your order with the new provider, the same way you would for any new service. That's the only contact you need to make — you don't need to separately notify or cancel with your current provider, even if you're moving to a completely different type of network.
Behind the scenes, your new provider contacts your existing provider on your behalf and confirms the switch details, including an agreed date. This applies even when the two providers use entirely different underlying networks — for example switching from an Openreach-based provider to Virgin Media's own cable network, or to an independent full-fibre provider — a scenario the old system handled poorly.
Your new provider must give you clear information about when the switch will happen and confirm the process in writing. This is also your main opportunity to check the details are correct and, if needed, cancel within any cooling-off period before the switch goes ahead.
Your old service ends and your new one starts, coordinated to minimise downtime. If anything goes wrong with the timing — for example if you're left without service for longer than agreed — your new provider is responsible for resolving it, since they managed the switch.
Why did this replace the old switching process?
Before One Touch Switch, the process you followed depended on which networks were involved on either end. Switching between two providers on the same underlying network (for example, two providers both using Openreach's network) was relatively simple. But switching to or from a provider on a different network — Virgin Media's own cable network, or an independent full-fibre builder — often meant you had to manage the cancellation with your old provider entirely yourself, on top of setting up the new service.
Ofcom found this discouraged people from switching even when a genuinely better or cheaper deal was available elsewhere, particularly for full-fibre alternatives that use different infrastructure to the traditional Openreach network. One Touch Switch was introduced to remove that friction — regardless of which networks are involved, your new provider now takes full responsibility for coordinating the entire move.
What to expect during the switch
You should be given a clear switch date in advance, told about any expected loss of service, and protected from being billed by both providers at once. If your service is interrupted for longer than agreed, or you're incorrectly billed twice, your new provider — not your old one — is responsible for putting it right, since they're the one who managed the switch on your behalf.
Where to go next
Frequently asked questions
Do I need to contact my old broadband provider at all?
No. Under One Touch Switch, you only need to contact your new provider. They are responsible for notifying your old provider and coordinating the cancellation — you don't need to call, email or give notice to the provider you're leaving.
Will I be charged twice during the switch?
You shouldn't be. One Touch Switch is designed specifically to prevent overlapping bills — your old service should stop and your new one should start on the agreed switch date, without a period where you're paying both. If you do spot an overlap on a bill, raise it with your new provider first, since they're the one responsible for coordinating the switch.
What if I'm still in a minimum contract term with my current provider?
One Touch Switch doesn't cancel any early termination charges you may owe — it only simplifies the process of notifying your old provider and transferring the service. If you switch before your minimum term ends, you may still be charged an early exit fee by your current provider, separate from the switch itself. Check your existing contract's end date before switching if avoiding this fee matters to you.
Does One Touch Switch work if I'm switching to a full fibre-only provider?
Yes — this was one of the main reasons the rules were introduced. Before One Touch Switch, moving to an independent full-fibre "alt-net" provider (one that isn't Openreach or Virgin Media) could mean managing two separate processes yourself, which put people off switching even when a better deal was available. Now the same single-request process applies regardless of which networks are involved on either side.
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