Switching broadband provider in the UK now works through a process called One Touch Switch, designed to make changing supplier simpler and reduce the hassle that used to put people off. In short, you contact only the new provider you want to move to, and they handle cancelling your old service for you behind the scenes. This replaced older arrangements where you sometimes had to deal with both providers, and it applies across fixed-line broadband whether your old and new providers are on the same underlying network or different ones.
This guide explains what One Touch Switch is, how the process works step by step, what it does and does not cover, and the consumer protections that come with it. Knowing how it works helps you switch smoothly and with confidence.
Processes and protections can change, so treat this as general guidance and confirm the current details with the provider you are moving to.
What is One Touch Switch?
One Touch Switch is the standard UK process for switching home broadband and landline providers, introduced to make switching quicker and less confusing. Its defining feature is that you only need to contact the new, gaining provider; you do not have to call your existing provider to cancel separately. The two providers communicate through a central system to coordinate the move, so the burden of cancellation is taken off you.
The aim is to remove the friction that historically discouraged people from switching, such as having to arrange cancellation yourself or risking a gap or overlap in service. By putting the new provider in charge of the process, it makes changing supplier closer to a single, simple action.
How does the process work step by step?
The process is straightforward from your side. You choose and sign up with the new provider you want to move to. They then contact your current provider on your behalf through the central switching system to arrange the changeover. You should receive clear information about what is changing, any implications such as charges for leaving early, and the switch date, so you can make an informed decision before it goes ahead.
On the agreed date, your service moves to the new provider, and your old service is cancelled as part of the same process. Because it is coordinated centrally, the goal is little or no gap in your connection. In practice the switch typically completes within a short number of working days once arranged, though the exact timing depends on the providers and any installation needed.
| Step | What happens |
|---|---|
| 1. Sign up with the new provider | You contact only the gaining provider |
| 2. Providers coordinate | They arrange the switch through the central system |
| 3. You receive switch information | Details of changes, any early-exit charges and the date |
| 4. Switch completes | Service moves over and the old service is cancelled |
The table lays out the journey. The headline point is that your only active step is signing up with the new provider; the rest is coordinated for you.
What does One Touch Switch cover and not cover?
One Touch Switch covers switching between fixed-line home broadband providers, including where you also have a landline with the service. It is designed to handle the common situation of moving your home broadband from one supplier to another. It does not, however, apply to every scenario. Notably, it does not cover mobile broadband, such as 4G and 5G home broadband, and it is not the process for moving home, which is handled separately.
Some bundled services, where only part of a bundle is changing, may also fall outside the standard process. If your situation is unusual, the new provider can explain how your switch will be handled, but for a typical move between fixed broadband providers, One Touch Switch is the route.
What consumer protections come with switching?
Switching comes with protections designed to make it low-risk. You should be given clear information before the switch, including any charges for leaving your current contract early, so there are no surprises. The process aims to avoid a gap in service, and there are rules intended to ensure you are not left disconnected during the move.
UK broadband also has an automatic compensation arrangement for certain service failures, such as a delay to a switch or a loss of service that is not put right within set timeframes, paid without you needing to claim. If something goes wrong with a switch and you cannot resolve it with the provider, the relevant ombudsman scheme can help. These protections mean switching is generally a safe thing to do when a better-suited package is available.
Frequently asked questions
Do I need to contact my old provider to switch?
No. Under One Touch Switch you contact only the new provider, and they arrange the cancellation of your old service for you through a central system. That is the main convenience of the process.
Will I lose service during the switch?
The process is designed to avoid a gap, coordinating the changeover so your new service starts as the old one ends. A short, well-managed transition is the aim rather than a period offline.
Does One Touch Switch cover mobile broadband?
No. It applies to fixed-line home broadband. Mobile broadband, such as 4G and 5G home broadband, is not covered, and moving home is handled as a separate process.
What if my switch goes wrong?
You should receive clear information up front, and automatic compensation may apply to certain failures such as delays or lost service. If you cannot resolve an issue with the provider, the relevant ombudsman scheme can help.
Bringing it together
One Touch Switch makes changing UK broadband provider simpler by letting you contact only the new provider, who coordinates the move and cancels your old service for you. You sign up, receive clear information including any early-exit charges, and the switch completes on an agreed date with little or no gap. It covers fixed-line broadband but not mobile broadband or moving home, and it comes with protections and automatic compensation that make switching low-risk.