What is One Touch Switch?
On 12th September 2024 a new industry ruling was launched by Ofcom to allow for a quicker and easier transfer of fixed broadband and voice services.
The One Touch Switch (OTS) regulations mean the gaining provider will manage the entire switching process, including cancelling services with the losing provider. This is designed to streamline the process, allowing for faster switches – as quick as 24hrs in some cases.
How does it work?
- Customer contact; The customer contacts the new provider to request services and provides all relevant details.
- Information provided; The customer will then receive key switching information such as early termination charges, information on hardware returns and the final invoice from current/losing provider.
- Contract and consent; A new contract will be sent from new provider to the customer along with the consent to switch.
- Transfer of Service; New services begin on the agreed date and old services will cease.
What does this mean for me?
- Initial guidance from Ofcom was that this was going to impact only residential connections in the first instance, however we have received clarification from industry that OTS lead times and regulations are currently in effect for both business and residential customers.
- Partners can also benefit from the reduced lead times when transferring assets using BT Wholesale, we are working with Vodafone to make the same process available.
- The OTS process also means the removal of the “cancel other” as part of the general conditions, meaning this will also impact partners with both residential and business customers. The gaining provider is now the only party that can cancel an order, if a service leaves in error – we will support you in placing an order back.
- Partners with residential customers will need to onboard with TOTSco (The One Touch Switch company) from a regulatory perspective regardless of how many residential customers you support – you can register here https://rcpportal.totsco.co.uk/PMS/#/registerUser
Are there any exceptions?
While OTS will simplify most switches, there are some exceptions
- OTS does not apply if users are switching from or to a mobile broadband service
- Or if the customer has another service bundled with their broadband, in these instances contact with the losing provider will most likely be necessary.
- If a customer is moving premises OTS cannot be used, even if there is a change of provider.
Further information on the one touch switch process can be found on the OfCom website- https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider/
Since implementing OTS and the removal of ‘cancel other’ and increase in erroneous transfers has been observed. These are defined as; end user error, gaining retail CP error or address/ asset data issues and not a change of mind, dispute or change in underlying service type with same CP and EU. An industry working group, oversighted by the OTA2, has been created with a view to identify and prevent erroneous transfers in future. Further information to follow on this as and when its published via OTA2 and FCS.