Ofcom UK Warns One Touch Switching Laggard ISPs to Get Onboard UPDATE
The UK telecoms regulator has warned that they are “prepared to take action” against broadband ISPs that have failed to adopt the new One Touch Switching (OTS) process, which went live on 12th Sept 2024 and aims to make it easier and quicker for consumers to change provider. But not every ISP has joined, which is causing some consumers to struggle with switching.
Implementation of OTS is being handled by the industry-led One Touch Switching Company (TOTSCo), which acts as a sort of centralised messaging platform that all ISPs must use in order to properly harness the new process. But despite OTS being a mandatory requirement for all broadband and phone providers, some ISPs are continuing to lag behind on adoption, which can make it difficult for customers on those providers to switch.
Initially this wasn’t such a problem because, due to teething problems with TOTSCo’s matching process (i.e. ensuring that customer details are correctly verified and migrated between providers), Ofcom briefly allowed ISPs to retain the old NoT+ (Notification of Transfer) migration process – until 24th October 2024 – to act as a fallback. The loss of that fallback thus put everything on TOTSCo’s still imperfect system. But imperfect or not, none of that matters when an ISP hasn’t even managed to go live on the platform yet.
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“We don’t know how to handle transfers from these providers. Today alone, we have had 3 orders for [redacted] that we can’t transfer, which is making us look like idiots. All we are doing is referring everyone to check the live TOTSCo list as proof,” said one provider to ISPreview, after becoming frustrated with ISPs that have yet to implement the new process.
An Ofcom spokesperson told ISPreview:
“We’re aware of certain companies that are not signed up to the One Touch Switch process, and we’ll be raising this with them. Providers have had more than enough time to implement this, and we’re prepared to take action against those that don’t comply.”
At least one ISP is known to have lodged a formal complaint with the regulator about the absence of certain providers from OTS (this mostly reflects smaller ISPs), which Ofcom will no doubt be looking at as part of their wider enforcement programme. Ofcom does have the power to impose significant financial penalties upon communication providers that break their rules.
According to TOTSCo, as of 11th November 2024 some 280 brands (e.g. ISPs, mobile operators and others) are now live in their public production directory, although it only takes a quick scan to realise that some names are absent from this list (e.g. Yayzi, Uno/XILO, Brillband, Pulse8, Rocket Fibre and others). We know that some of those are in the process of going live, often via a Managed Access Provider (MAP), but others remain uncertain.
Interestingly, some of the laggards in the OTS process don’t appear to have an Ofcom Reseller Identification (RID) code, which is a unique three-letter and three-number code that identifies a company that resells telecom services and telephone numbers in the UK.
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Meanwhile, the latest data from TOTSCo (here) shows that the switch match success rate is still hovering slightly above the 60% mark. This reflects the number of delivered match success messages as a percentage of match request messages. But the customer experience will be better than this, as some of these messages are repeat attempts to match the same customer between providers.
UPDATE 1:24pm
TOTSCo has just published a new blog, which interestingly provides an update that gives some extra context with respect to how many laggards there are: “While many providers are fully operational, we have over 40 communication providers still completing the testing process. We’re working closely with them to ensure they’re ready to support switching, as it’s vital for consumers to have the ability to switch seamlessly to any provider.”
We’ve also had a comment from Hyperoptic.
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Lutfu Kitapci, Chief Customer Officer & MD ISP at Hyperoptic, told ISPreview:
“The latest warning from Ofcom sends a clear message that it’s time for all providers to step up and put customers first. Switching broadband providers has been too complicated for too long, with delays, confusion, and pressure to stay with underperforming providers holding people back. This new process puts an end to that, empowering customers to take control of their broadband choices.
At Hyperoptic, we’re proud to already be delivering a seamless, stress-free switching experience solidifying our commitment to being in our customers’ corner. One Touch Switch is a vital step forward, enabling people to move to faster, more reliable broadband and get the service they deserve—without the hassle.”
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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As The Provisioner said – get the popcorn. OTS was always going to be entertaining.
Indeed. My experience of it was mostly good. Technical side was great, new install fitted, online, 10 mins later Virgin disconnected me, auto sent package to return router…all good.
The only downside being Virgin Media is incapable of producing an accurate final bill and will try and fleece you every time. Fortunately the OTS procedure also generated a correct final bill email (which I had to use to contest their later inflated figure).
OTS will only work properly if you never have to contact your leaving ISP (which is the reason it exists), so it does not work properly.
The other issue is that if you decide you don’t want to use OTS to switch from Virgin and phone up to cancel it yourself, they claim they cannot accept cancellation from you and insist you go to your new provider and ask them to cancel it on your behalf.
I’ve tried to cancel multiple times by phoning up and each time they refuse. Problem is I’ve already got my new broadband connection so how can I use OTS to cancel Virgin now??
What if you say you are moving to another country and there is no new provider? Surely they must have paths where they can cease without a switch?
@TJ
My Brother-in-law is having the same issue. He wants to go down the 5G route so won’t be moving to another supplier.
TJ, Tell them you’re moving out of the country.
When they refused to cancel my mothers services I wrote to Virgin explaining the situation. Instead they decided to call it a complaint so I still had to spend an hour explaining to them she wanted to leave…honestly, Virgin deliberately makes it difficult to leave them.
Anyone know how to report an ISP who allegedly is on OTS but doesn’t actually have a working implementation? Been trying to switch for a couple of weeks and been told directly they are still sorting their setup and it’s not live….
They are aware of these scenarios. All you can do is a manual cease and start
We have one of those in Hull. They have a webpage dedicated to OTS, advising customers that they will arrange the cease for them… yet aren’t anywhere to be seen on the directory.
One wouldn’t like to name names, but it rhymes with ‘Ronnexin’…
What happens if you want to keep the old ISP service for a little while (or indefinitely) as a backup service? E.g. I’ve had both Virgin and an Openreach ISP active at same address before. Is this still an option?
In this case as they run on different networks it should technically be possible but generally not wise for cost reasons. Mobile would be your backup option. Or you pay for and have 2 seperate lines as a regular thing
More problems with OTS? Specifically related to some ISPs failing to sign up at all.
Well, gee, who could have seen that coming? Oh yeah, AAISP.
This is getting more interesting by the minute.
I am going to order in, anyone fancy a take away? (Not on OTS you don’t!)
@TJ in this scenario just tell them your live already and to cancel it as a manual cease can still be placed. If they refuse then escalate
How does the system deal with cases such as where you buy a property where the previous owner hasn’t cancelled or migrated their service to a new address?
I couldn’t go in there and switch ISP since I’d be needing the previous owner’s details. They’d then be the one get the notifications etc.
Honestly, just seems like a daft system if it requires every detail to match. Absolutely needs an override function to deal with the non-straightforward cases.
There are manual steps just the industry getting used to Ofcom launching something new and removing the fallback option when not even all ISP on board.
For this scenario just place an order that your moving in or are in the next two weeks and the manual process will take its course.
Ooer, someone did do thorough scenario root and branch specification and flow through, FSA anyone? (apparently not) what (else) could go wrong, no doubt there’ll be loads of churn (wasted effort and ultimate additional consumer costs) due to shoddy specs and function V&V. We don’t seem to do get it right up front but just keep bodging things on the fly (or crash)
Mind none of this cost would be needed if it was a consistent and consolidated national infra, rather than a the fragnet we have and are perpetuating?
It isn’t used for those scenarios.
If OFCOM wasn’t full of ex-ISP industry bigwigs they’d just plant these companies with million pound fines (like they should)….we know they won’t do that to their “old mates” though, wouldn’t be sportman-like.
Careful, heres anot view:
Fines on orgas are eventually paid for by thier suppliers/consumers, which puts up bills, which puts up tax take, so from an organisational financial problem what’s the problem?
On the other hand for the consumers until the fines stick with the culprits (lets start with the CxO’s and shareholders), and do not end up hitting the consumers in any way, where is the morality, accountability and justice?
I’d also argue that delinquent regulation should be similalry held to actual account, rather than running up consumer costs for no consumer benefit.
Fixing moral and ‘corruption’ / vested interests bankrupcy will only get worse, like cancer / infection, until treated.
Who pays the fines if they do that? Customers do.
I can see the point but our retail space is competitive, so if an ISP is fined, consumers can avoid the price increase from it if they move to a new supplier, the issue would be finding someone like Openreach, but small retail ISPs shouldnt be an issue.
However I expect Ofcom will be very concerned about if an ISP closes up shop following a fine, thats probably what has stopped them using a fine.
A solution that wouldnt involve a fine could be to forbid these ISPs from taking on new customers until they have implemented the process.
Issuing fines directly to the CFO’s of ISP’s directly would be a far better solution.
Not a fan of thinking things through I see?
People would become disinclined to do those jobs. Businesses would raise pay, provide some kind of indemnity or insurance, or do both. Again, the customer pays.
I assume you have voluntarily made significant payments to the government every time you’ve made a mistake or achieved a less than perfect outcome in your life?
Adding a third entity to the switching process between A and B. What could possibly go wrong?
Also, is One Touch Switching leading to the end of retention deals? It seems providers are getting wise(r) to customers trying to leverage a better deal if they’re playing hard ball about accepting 30 days notice to cancel.