All about One Touch Switching

Ofcom, the body that regulates the telecoms industry, has introduced a new process called One Touch Switching (OTS) to help people change their broadband or home phone provider faster and with less hassle.

When you want to move provider, instead having to speak to both your old and new suppliers, the whole switch will now be handled by the provider you’re moving to. They’ll work directly with your current provider to make the switch happen.

OTS is designed to make the switching process:

· Easier — you only deal with the provider you’re moving to.

· Quicker — the switch is coordinated behind the scenes.

· Clearer — you’ll get the right information upfront, so you can make an informed choice.

Your new provider. They’ll contact your current provider to let them know you’re leaving. This allows your old provider to stop your service and billing on the correct date. In other words, your new provider handles the move, so you don’t need to contact your existing provider at all.

Once your new provider has identified your account (a step called “matching”), you’ll be sent what’s known as an implications of switching document. This outlines:

· The services you currently have

· What you’d lose if you switch

· Any early termination fees you might need to pay

The document will be provided to help you understand the impact of moving to a new provider.

OTS doesn’t apply if:

· You’re not switching to a new provider

· The switch is too complex

· Your details can’t be matched correctly

· Your current provider isn’t signed up to OTS

In these cases, a different process may be used.

If you have multiple lines, products, or services, each one needs to be matched and switched separately. The system can only match one account or service at a time.

Sometimes our system and that of our competitors can’t complete the match automatically — for example, if:

· You have multiple services

· There are conflicting or unclear details

· An error message is returned

In these situations, one of our agents will step in to sort things out and make sure the switch is handled correctly.

If you have more than one phone line in your home (e.g., a second line for an office or separate room), the system may match more than one service. Don’t worry, we’ll contact you to confirm which specific line or service you want to switch

Your match request depends on the details you enter. The more accurate the information, the easier it is to match you correctly.

Common reasons we can’t find your details include:

· Only name and address were entered (which may produce several possible matches)

· Your account number or phone number wasn’t provided

· Details don’t match what your current provider has on file (e.g., spelling differences)

Adding more specific details helps us find a single, correct match.

Cease – This is what happens when your old service is stopped and your old account is closed once you have switched.

Retain – This refers to keeping part of your service, such as your phone number. You might also move your broadband but keep phone service with your old provider, meaning your services end up split between two suppliers.