OFCOM CLOSES ONE TOUCH SWITCH ENFORCEMENT PROGRAMME
MOST BROADBAND SWITCHES NOW SUCCEED, BUT PROVIDERS REMAIN SUBJECT TO THE RULES
THE SHORT ANSWER
Ofcom has closed the industry-wide enforcement programme it opened after broadband and landline providers missed the original One Touch Switch deadline in April 2023.
The regulator says most customers now switch successfully through One Touch Switch. It also says providers it contacted have stopped using alternative switching methods after repeated matching attempts failed.
Closing the programme does not end One Touch Switch. Providers must continue using it for relevant residential broadband and landline switches, and Ofcom says it can take action against individual companies if future evidence shows poor participation or obstruction.
WHAT HAS OFCOM ACTUALLY CLOSED?
Ofcom has closed case CW/01268/03/23, the enforcement programme created on 3 April 2023 when the telecoms industry failed to launch One Touch Switch by the legal deadline.
The programme was designed to monitor provider readiness, push implementation forward and test whether the finished system worked reliably across different networks.
THE RULES REMAIN
Conditions C7.18 to C7.27 still apply. The closed case dealt with the failed launch, not the permanent removal of the switching obligations.
WHY DID OFCOM CLOSE THE PROGRAMME?
Ofcom gives two main reasons. First, its evidence shows that the majority of customers now change provider successfully using One Touch Switch. Second, providers that had been using another switching route after repeated match failures have stopped doing so following regulatory engagement.
Ofcom still sees variation in matching success between providers, but it does not currently believe those differences require the industry-wide case to remain open.
WHAT WAS WRONG WITH THE ALTERNATIVE SWITCHING METHOD?
One Touch Switch relies on the new provider sending identifying information through the industry system so the existing provider can locate the correct account.
Some attempts fail when names, flat numbers, house names or address formats differ. Ofcom found that some providers moved customers to a different process after repeated failed matches.
The regulator says One Touch Switch is the only compliant standard process for relevant residential fixed-service switches. Bypassing it can remove safeguards such as coordinated cancellation, consistent switching information and protection across different network operators.
HOW THE ONE TOUCH SWITCH DELAY UNFOLDED
| DATE | EVENT |
|---|---|
| September 2021 | Ofcom confirmed the new single switching process. |
| 3 April 2023 | The rules came into force, but the industry had not implemented the system. Ofcom opened its enforcement programme. |
| March 2024 | The industry set another launch date of 12 September 2024. |
| 12 September 2024 | One Touch Switch launched for most customers. |
| January 2025 | Ofcom issued formal information requests after matching concerns. |
| June 2025 | Ofcom said most switches worked but warned against alternative processes. |
| 11 June 2026 | The industry-wide programme closed. |
The system therefore launched around 17 months after the original legal deadline.
HOW DOES ONE TOUCH SWITCH WORK?
| STEP | WHAT HAPPENS |
|---|---|
| Choose a new provider | You order a new broadband or landline service and provide identifying details. |
| Account matching | The new provider sends the details so the old provider can identify the service. |
| Switching information | The old provider sends information about early exit fees and effects on other services. |
| Customer confirmation | You confirm that you want the switch to proceed. |
| Coordinated activation | The new service starts and the old provider is told when to stop billing the previous connection. |
WHAT DOES THE DECISION MEAN FOR CUSTOMERS?
The visible process does not change because One Touch Switch is already operating. Customers should contact the provider they want to join rather than separately cancelling with the provider they are leaving.
By February 2026, Ofcom said more than two million customers had used the system. It also reported that 18% of households switched internet provider during the previous year, up from 14% in 2023.
The closure should mainly mean providers are expected to use the same compliant process even when a switch crosses between Openreach, Virgin Media and independent full-fibre networks.
WHAT IF YOUR DETAILS DO NOT MATCH?
A failed match usually means the information entered by the new provider does not exactly identify the old account.
Check the account-holder name, service address, flat or unit number, current provider name and any landline number. The new provider should help correct and retry the information through One Touch Switch.
Ofcom's closure means providers should not routinely bypass the compliant system by moving the customer to a separate standard process.
WILL YOU PAY NOTICE OR EARLY TERMINATION CHARGES?
You should not be charged notice-period fees extending beyond the completed switch date. One Touch Switch coordinates when the old service ends.
An early termination charge is different. It can still apply when you leave before the end of a minimum contract, unless you have another right to leave without penalty.
THE OLD PROVIDER MUST WARN YOU
Information about applicable early termination charges should arrive before you confirm the switch.
WHAT COMPENSATION APPLIES IF A SWITCH GOES WRONG?
Compensation can apply to certain delayed switches, missed service or installation appointments, or a loss of service lasting more than one working day.
Ofcom says eligible compensation must be paid within 30 days of the completed delayed switch or the date of the missed appointment.
Keep the promised activation date, order confirmation, outage records and complaint reference so the provider can assess the claim.
WHAT ABOUT TV, EMAIL AND OTHER BUNDLED SERVICES?
One Touch Switch manages the relevant broadband and landline change. A pay-TV package, mobile service or provider email address may need separate attention.
The old provider's switching information should explain what happens to other services and whether removing broadband changes the remaining bundle price.
WHAT SHOULD YOU DO IF A SWITCH FAILS?
| STEP | ACTION |
|---|---|
| Contact the new provider | It is responsible for organising the switch. |
| Correct your details | Use the exact name and address on the old account. |
| Make a formal complaint | Keep the complaint reference and all promised dates. |
| Request compensation | Ask whether the delay, outage or missed appointment qualifies. |
| Escalate when eligible | Use the provider's approved alternative dispute resolution scheme. |
| Report the issue to Ofcom | Ofcom does not resolve individual disputes, but reports can reveal wider problems. |
WHAT HAPPENS NEXT?
Ofcom says it will continue monitoring industry compliance and can open provider-specific investigations if new evidence shows inadequate participation or obstruction.
The regulatory approach is therefore moving from supervising a delayed industry launch to enforcing the permanent rules against individual companies when necessary.
OUR VIEW
The closure is a positive sign because One Touch Switch has moved beyond its troubled launch. However, it does not prove that every switch is now seamless.
Matching success still varies, and the system arrived far later than planned. The important part of Ofcom's decision is that providers are not allowed to quietly revert to older switching methods when matching becomes difficult.
Customers should contact the provider they want to join, enter their existing account details exactly and challenge any notice charge that runs beyond the completed switch date.
SOURCES
Ofcom: Closure of the One Touch Switch enforcement programme
Ofcom: Switching broadband provider
Ofcom: One Touch Switch launch and protections
Ofcom: More than two million customers used One Touch Switch
FAQS ABOUT OFCOM AND ONE TOUCH SWITCH
HAS OFCOM ENDED ONE TOUCH SWITCH?
No. It has closed the delayed-launch enforcement programme. The switching rules remain.
WHY DID OFCOM CLOSE THE PROGRAMME?
Most customers now switch successfully, and providers contacted by Ofcom have stopped using non-compliant fallback methods.
DO I NEED TO CONTACT MY OLD PROVIDER?
Normally no. The provider you want to join should manage the switch.
WHAT IF MY DETAILS DO NOT MATCH?
Check the exact name and address on your existing account and ask the new provider to retry.
CAN I BE CHARGED AFTER SWITCHING?
You should not pay notice charges beyond the switch date, although a valid early termination fee can still apply.
CAN I CLAIM COMPENSATION?
Compensation can apply to certain delays, missed appointments and service loss lasting more than one working day.
THE PROGRAMME HAS CLOSED, NOT THE RULES
One Touch Switch remains mandatory. Ofcom can still investigate providers that obstruct or fail to participate in the process.