Original article ISPreview UK:Read More
The UK telecoms, media and internet content regulator, Ofcom, has closed their enforcement programme for the newest consumer broadband and phone switching system (One Touch Switching). The regulator found that, despite some initial problems, the majority of customers are now successfully switching providers using OTS.
The OTS system, which went live on 12th September 2024 via a central messaging platform that is run by the industry-funded One Touch Switching Company (TOTSCo), is a Gaining Provider Led (GPL) process where the customer contacts their new (“gaining“) ISP to start and manage the process on their behalf.
However, regular readers may recall that this system had a bit of a bumpy start, due in part to TOTSCo’s platform initially being in somewhat of a beta state and a number of ISPs failing to fully support the platform at launch. Nevertheless, various improvements have been made since then, and the system is already helping around 1.8 million consumers to switch ISP every year (it’s also in the process of being extended to business connections).
Despite the improvements, OTS does still sometimes suffer from problems, such as with matching customer details between providers and the fact that a very small number of providers are still not always adhering to the OTS process. But TOTSCo are working on improvements (here) and Ofcom now seems generally pleased enough with its performance.
Ofcom Statement on OTS Enforcement
On 3 April 2023, Ofcom introduced new rules regarding the process for residential customers to switch their broadband and/or landline services. This new process, One Touch Switch (OTS), is a requirement under Conditions C7.18 – C7.27 of Ofcom’s General Conditions.
Under OTS, a customer’s new provider must organise the switch. This removes the need for customers to speak with their current provider to cancel their contract before switching, which can put customers off changing providers. As such, OTS provides a simpler and quicker switching process, allowing customers to shop around with ease to find the best price and services for their needs.
Despite extensive engagement prior to the implementation deadline, industry failed to implement OTS by 3 April 2023. As a result, Ofcom opened an industry-wide enforcement programme on the same day. The objectives for the programme were to ensure that OTS was delivered to a high standard as quickly as possible, and that it works effectively and reliably for customers in accordance with agreed specifications.
OTS was successfully launched for most customers on 12 September 2024. From the point of launch, Ofcom monitored the progress that providers were taking to increase the number of customers who were able to benefit from OTS. Through this, we became aware of issues affecting the matching rates between different providers. In January 2025 we issued a formal information request to understand the issue and its impact on consumers.
Based on this evidence we concluded that, across industry as a whole, the majority of customers are successfully switching providers using OTS. Our analysis did, however, show that some providers were using an alternative switching method (i.e. something other than OTS) when repeated match attempts via OTS had failed. We engaged with relevant providers on this point and are now satisfied that usage of this alternative switching method has stopped.
Accordingly, Ofcom is now closing this enforcement programme. Ofcom will continue to closely monitor industry-wide compliance with our OTS rules. Should we identify evidence that communication providers are failing to participate adequately in OTS, we will not hesitate to take enforcement action.