Ofcom says broadband providers must simplify their switching processes, allowing residential customers to switch to a new company is as little as one day.
The new One Touch Switch process 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.
It’s already possible to 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. The new rules bring in fibre operators, simplifying the process that would allow customers to move between, for example from Openreach to CityFibre or Virgin Media O2.
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.
Ofcom research shows four in 10 customers who decide against switching are put off by having to deal with more than one provider.
All providers must have the ‘One Touch Switch’ process in place by April 2023, which Ofcom acknowledges will require a significant systems upgrade.
