1 Million UK Broadband Customers Switch Providers Since September

• One million British broadband customers have switched Internet providers since the launch of the One Touch Switching (OTS) system last September, according to data from the One Touch Switching Company (TOTSCo). The industry-led organization, responsible for delivering Ofcom’s simplified provider switching solution, hailed the milestone as a success for consumer choice and competition.

Gaining Provider Led Process Simplifies Switching

Under the OTS system, customers contact their new (“gaining”) provider to initiate and manage the entire switching process on their behalf. This Gaining Provider Led (GPL) approach aims to make switching broadband and phone providers on different networks quicker and easier for consumers.

“The new one-touch process made switching my broadband a breeze,” said Sarah Thompson, 38, a graphic designer from Manchester who recently changed providers. “I contacted the new ISP and they took care of everything. My service was switched over the next day with no interruptions.”

Some Providers Lag Behind in Adoption

However, TOTSCo acknowledged that some smaller Internet providers have been slower to implement the new switching system, causing headaches for customers trying to switch to or from those ISPs. Ofcom has yet to take firm action against non-compliant providers.

Industry insiders also noted that TOTSCo’s systems for providers to communicate throughout the switching process still have some kinks to iron out. “There are occasional glitches and delays due to bugs in TOTSCo’s platform and how some ISPs have integrated with it,” said a source at a major broadband provider who asked to remain anonymous. “But overall the system is working well and getting better over time.”

Switching Accelerates to 40,000 Per Week

Switching rates have ramped up significantly, with TOTSCo reporting over 40,000 successful migrations per week leading up to the one million milestone. The company’s data shows the actual rate of broadband customers changing providers is lower than the inflated figures often claimed by consumer surveys.

“I was paying £45 a month for slow, unreliable ADSL broadband,” said pensioner Arthur Jones, 72, from Cardiff. “I switched to a new provider offering full fibre for just £30 per month. The OTS system made it simple and I’m delighted with the faster, more dependable service I have now.”

Focus Shifts to Business Connectivity Solutions

With the consumer switching system now firmly established, TOTSCo is turning its attention to developing a similar solution for business broadband connectivity. The organization plans to begin testing a business-focused switching platform by the end of May, with the goal of launching the service in early 2026.

Business broadband presents additional challenges compared to consumer services, with a wider range of complex products and less tolerance for switching problems. While business providers must follow most of the same Ofcom switching rules, using TOTSCo’s forthcoming system will be optional as the business connectivity market is considered competitive.

“The success of the One Touch Switching system for consumers is encouraging as we embark on tackling the tougher challenge of business broadband,” said TOTSCo CEO Paul Bradbury. “We’re collaborating closely with industry stakeholders to design and deliver a switching process that meets the unique needs of business customers and providers.”

Looking Ahead: Streamlining Broadband Switching

As TOTSCo and the broadband industry continue to refine and expand the One Touch Switching system, UK consumers can expect even smoother and quicker provider changes in the future. The rising adoption and improving reliability of the platform is a win for customer choice and market competition.

With over a million switches completed and counting, the broadband landscape is evolving to better serve the needs of UK households. As the focus expands to include business connectivity, the One Touch Switching system is poised to reshape the telecommunications market for companies of all sizes in the coming years.