Broadband ISP Onestream Bemoans Poor OTS Consumer Switching Rate
Hampshire-based UK ISP Onestream, which sells broadband packages using Openreach’s national full fibre network, has complained about the poor performance of the new One Touch Switching (OTS) system, which aims to make it easier for consumers to change ISP. But this is currently failing on 56% of requests to join the provider.
The OTS system, which is being introduced via the industry-led One Touch Switching Company (TOTSCo), finally went live last month. But Ofcom promptly 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) and, as a result of that, they opted to temporarily retain the old migration process (Notification of Transfer / NoT+) – until 24th October 2024 – to act as a fallback for OTS failures.
In addition, Ofcom recently drafted in the Telecoms Adjudicator (OTA) to help “coordinate and facilitate industry efforts“, not least by helping to identify the sources of the remaining issues and get them resolved before the deadline (here). The situation with the matching process is gradually improving (here), but it remains unclear whether the issues will be fully resolved by 24th.
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The problems have been underlined again today after Onestream revealed their dissatisfaction with the fact that 56% of switch requests (where Onestream is the gaining provider) are currently going unmatched.
Aaron Brown, Co-founder of Onestream, told ISPreview:
“We’re huge advocates of consumer choice – everyone should be able to easily switch to the provider they believe provides the right coverage, reliability, customer service, speed and value.
Ahead of the launch of OTS, our dedicated team worked hard on a detailed plan, flawlessly rolled out, to ensure all our systems were tested and worked with OTS from day one. We’re proud to have been among the first to join the platform and have already used it to enable the smooth and swift transfer of customers to Onestream.
However, we’re disappointed that for 56% of requests to join Onestream, we have failed to find a match for the losing provider via OTS. This suggests to us that a significant number of connection providers are dragging their heels.
We would urge them to get their act together because at the moment, the system isn’t delivering what it promised and customers are losing out.”
In fairness, the problem isn’t just being caused by rival connection providers, but also by bugs and other issues (e.g. a lack of clear standards in certain areas) that exist within the current messaging platform. As a result, switches can sometimes fail even when both sides are trying their best to follow the design.
The important thing to remember here is that most providers have a vested interest in making OTS work and for that reason we do expect a positive outcome, it’s just a matter of when.
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
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I guess one pro if OTS doesn’t work for none Openreach ISPs, is that if you want to leave you have to do the retentions dance.
I guess most want it to work for switches to them, but are less fussed about it woryto switch away
My OTS at home failed this week. Old supplier blaming new supplier and or OR and new supplier blaming old supplier and or OR. Had switch confirmations for several days this week and none have worked. Interestingly the new supplier is refusing to apply auto-compensation stating its due to “factors beyond their control”. Will probably give up and get a 4G/5G router.
Ofcom will never concede that this debacle is all their doing.
Openreach have very little to do with the switching rate – the matching and switching is done between the retailers who use that infrastructure, so quite why they are being name-dropped here shows a lack of understanding of the OTS process.
It was never going to work well – and Ofcom were warned of this. Customers have swathes of choice in most places nowadays, and those who want to leave are generally able to do so easily or come away with great retention deals. Half of the small providers haven’t even bothered with their development yet
Trying to replicate the utilities market was foolhardy at best.
The industry seems to be full of ‘C’-suite types who think the telecoms world is just like leccy and gas when it comes to the retail end. Most of whom should know better.
Every one of them sooner or later finds out this isn’t the case. To the detriment of shareholders and/or taxpayers.
What do you mean exactly? It should not be out of realms to to one touch switching (with correct controls in place).
You switch other things like mobile providers easily, so why can’t Broadband be the same?
OK, they could have made it simpler for land lines by facilitating that the phone goes into the ONT and then to the network provider for VOIP routing instead of the back of an ISP router which may or may not be used/wanted by end customer.
Sending any new router or ONT should just be part of the automated process workflow, even if you need a new FTTP line fixed to the house to go to another provider, the system should know this.
I would suggest to anyone thinking of switching to onestream to stay as far away from this bunch of cowboys as you can physically get. Total rip of merchants, I’ve been without Internet since July, with them denying there’s a problem. Stay away people!!!