Openreach engineer with equipment outside a property

What is One Touch Switch?

One Touch Switch is a process introduced by Ofcom to make changing broadband and landline providers easier. Instead of you having to contact your old provider, your new one takes care of everything on your behalf. It's designed to save you time and make the switching process faster and easier for you.

How does One Touch Switch work?

Switching is straightforward:

Choose your new provider.

Pick the provider and package that best suits your household needs.

Your new provider manages everything.

They’ll contact your current provider, arrange the handover, and handle the cancellation of your old service by placing the migration order - so you don’t need to make extra calls.

You’ll be given a clear start date.

Your new provider will give you a start date for when your new service will be ready and let you know if there will be any short downtime.

This process is designed to make switching as seamless as possible, helping more people move with minimal disruption.

Find out which providers use the Openreach network with our provider list.

What should I do now?

Contact your service provider. They manage your order or repair and can:

Check the status of your appointment and find out what happens next
Rebook if necessary
Confirm your contact details are correct so you receive updates – check your messages and junk folders in case you've missed anything

What are the benefits of One Touch Switch?

The benefits of switching include:

Smoother process - no need to contact your current provider
Clear and reliable information - you'll get accurate details about your switch date
Less disruption - your new provider manages the timing to minimise any service gap
Fair treatment - Ofcom rules mean you're entitled to clear communication and a simple switching journey

How does switching work on different networks?

The One Touch Switch process applies whether you're switching between providers on the same network or moving to a different network entirely. However, depending on your specific situation, there may be additional steps involved.

Switching between providers on the same network

Moving from one provider to another, such as on the Openreach network, is quick and efficient, with no major installation required in most cases unless you’re getting Full Fibre broadband installed for the first time.

You can see the full list of broadband providers on the Openreach network here.

Switching to or from another network

The One Touch Switch process still applies, but there may be extra steps involved depending on the technology being installed, for example:

Installing new wiring or booking an engineer visit to set up the new service
Drilling into your property if new infrastructure is needed
Your chosen provider will explain if these steps are needed and what to expect.

Make your switch count with Full Fibre

Switching is the perfect time to see if you can upgrade to Full Fibre. Full Fibre offers faster speeds, greater reliability, and the capacity to support your household's growing demand for streaming, working from home, and gaming.

Use our Fibre Checker to see if Full Fibre is available at your address.

Frequently asked questions

What happens if I’m moving home or business premises?

If you’re moving, you’ll need to check which broadband services are available at your new address, as coverage can vary. You may also need to consider whether a new installation is required and when you want your new contract to start.

Your broadband provider can help you plan your switch and set up your service in time for your move.
What if I switch providers before my contract ends?

This depends on your current contract. If you're still within a minimum term, you may face early exit fees from your existing provider. Your new provider will explain any costs before you switch.
What if I change my mind?

You’ll have a cooling-off period after placing your order. During this time, you can cancel by contacting your new provider. 
Will I lose service during the switch?

Most switches are completed with little disruption. Your new provider will let you know if there's likely to be any downtime.
What happens if there are delays? 

Your new provider must keep you updated with accurate information about your switch date. If there’s an issue, they will explain the next steps. 
Who do I contact if I have an issue with my switch?

If you have any questions or issues with your switch, you should contact your broadband provider. They’ll manage the switching process for you and keep you updated, including if any action is needed.

You don’t need to contact the network operator directly.
How is Openreach different from my broadband provider?

We build and maintain the cables, poles, and fibre that connect homes and businesses. When you choose or switch your broadband provider, they may use our broadband network to deliver your service. Your provider handles your package, speed, and customer support, but it's our technology powering the connection behind the scenes.