Ofcom Tells UK Telecoms Adjudicator to Help Fix OTS Broadband ISP Switching

The UK telecoms regulator, Ofcom, has called on the Telecoms Adjudicator (OTA) to help fix some of the remaining problems (i.e. the matching process) with the new One Touch Switching (OTS) system, which aims to make it easier for consumers to change broadband ISPs, and the related processes adopted by the One Touch Switching Company (TOTSCo).

Just to recap. The long-awaited introduction of OTS, which has faced many delays but aims to make it both quicker and easier for consumers to switch between broadband and phone providers on physically separate UK networks (e.g. migrating from a CityFibre based ISP to Virgin Media etc.), was finally introduced on 12th September 2024.

However, the launch also 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), which caused Ofcom to temporarily retain the old migration process (Notification of Transfer / NoT+) – until 24th October 2024 – to act as a fallback for any OTS failures.

Ofcom has now written a new open letter to the OTA, which confirms how they would like the adjudicator to work with ISPs and other relevant stakeholders to “coordinate and facilitate industry effort on matching improvement in the run up to … the end of the six-week transition period.” This work will include the following.

OTA’s Required Work on OTS

• investigating the implementation of industry best practice and identifying causes of matching failure;

• scrutinising the matching approach for both losing and gaining journeys of providers to improve all matching rates; and

• producing a report of key observations and recommendations that can be implemented by communications providers, including as appropriate by amendment to industry best practice.

The OTA will now be expected “urgently to survey and meet with stakeholders who have been closely involved with recent matching review activities” and any insights must then be shared with the full community. Ofcom’s Director of Telecoms Consumer Protection, Cristina Luna-Esteban, added that they “expect providers to cooperate promptly, openly and positively with the OTA2 in this matter to ensure that OTS can be fully adopted with the greatest urgency, and by the planned withdrawal of NoT+.”

For its part, TOTSCo recently reported that, during the first week of OTS, they’d seen over 40 brands (e.g. ISPs like BT, CommunityFibre etc.) place some 26,000 OTS switch orders, albeit with only 3,500 successful completions. Currently, 251 brands are listed in the live directory, of which most are using a Full Management Managed Access Provider (MAP) to engage with TOTSCo. Clearly early adoption is still a bit of a work-in-progress, and you can find the latest stats below.

“While we are all delighted with this strong start, we recognise that significant work remains for the entire industry to achieve 100% of switches processed using OTS. Two key areas of focus are improving match success rates and addressing the remaining CP-side system defects. We are actively supporting industry in their performance-improvement initiatives,” said TOTSCo’s CEO, Paul Bradbury, last week.