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Switch broadband provider in a day under new rules

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Switching supplier is made easier

Broadband and landline customers will find it easier than ever to change provider and secure a better deal under a new ‘One Touch Switch’ process announced today by Ofcom.

The change means all home broadband users – including cable and full fibre customers – will only have to contact their new company to switch, with no need to speak to their current provider before making the move.

Customers can already switch between providers on Openreach’s copper network, such as BT, Sky and TalkTalk by following a process where their new provider manages the switch.

But for the first time, customers switching between different networks or technologies – for example, from a provider using the Openreach network to one using CityFibre’s, or from Virgin Media to Hyperoptic – will be covered by the simpler process.

Currently, these customers need to contact both their existing and new provider to co-ordinate the switch, which includes trying to bridge the gap between the old service ending and the new one starting.

Previous Ofcom research showed that four in ten people (41%) who decide against switching were put off by the hassle of having to contact more than one provider.

A similar number (43%) were put off switching as they think it will be too time-consuming. And of those who do switch, nearly a quarter (24%) who contact their current provider face unwanted attempts to persuade them to stay.

Under our new rules, providers will also have to compensate customers if things go wrong and they are left without a service for more than one working day. And we have banned notice-period charges beyond the switch date.

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All providers must have the ‘One Touch Switch’ process in place by April 2023. This will involve making significant changes to their systems and will require a wide range of companies to work together.

Lindsey Fussell, Ofcom’s networks and communications group director, said:“Household finances are strained at the moment, so switching broadband provider could help keep your bills down.

“We’re making it as easy as possible for you to break up with your broadband provider and take advantage of the deals on offer.”



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