Hampshire-based UK ISP Onestream, which sells broadband packages using Openreach’s national full fibre network, has complained about the poor performance of the new One Touch Switching (OTS) system, which aims to make it easier for consumers to change ISP. But this is currently failing on 56% of requests to join the provider.
The OTS system, which is being introduced via the industry-led One Touch Switching Company (TOTSCo), finally went live last month. But Ofcom promptly acknowledged that TOTSCo’s industry-led messaging platform still needed to improve the success rate of its “matching process” (i.e. ensuring that customer switches are correctly verified and migrated between providers) and, as a result of that, they opted to temporarily retain the old migration process (Notification of Transfer / NoT+) – until 24th October 2024 – to act as a fallback for OTS failures.
In addition, Ofcom recently drafted in the Telecoms Adjudicator (OTA) to help “coordinate and facilitate industry efforts“, not least by helping to identify the sources of the remaining issues and get them resolved before the deadline (here). The situation with the matching process is gradually improving (here), but it remains unclear whether the issues will be fully resolved by 24th.
The problems have been underlined again today after Onestream revealed their dissatisfaction with the fact that 56% of switch requests (where Onestream is the gaining provider) are currently going unmatched.
Aaron Brown, Co-founder of Onestream, told ISPreview:
“We’re huge advocates of consumer choice – everyone should be able to easily switch to the provider they believe provides the right coverage, reliability, customer service, speed and value.
Ahead of the launch of OTS, our dedicated team worked hard on a detailed plan, flawlessly rolled out, to ensure all our systems were tested and worked with OTS from day one. We’re proud to have been among the first to join the platform and have already used it to enable the smooth and swift transfer of customers to Onestream.
However, we’re disappointed that for 56% of requests to join Onestream, we have failed to find a match for the losing provider via OTS. This suggests to us that a significant number of connection providers are dragging their heels.
We would urge them to get their act together because at the moment, the system isn’t delivering what it promised and customers are losing out.”
In fairness, the problem isn’t just being caused by rival connection providers, but also by bugs and other issues (e.g. a lack of clear standards in certain areas) that exist within the current messaging platform. As a result, switches can sometimes fail even when both sides are trying their best to follow the design.
The important thing to remember here is that most providers have a vested interest in making OTS work and for that reason we do expect a positive outcome, it’s just a matter of when.