Ofcom Warns UK Broadband ISPs NOT to Use Alternative Switching Methods
The UK telecoms regulator, Ofcom, has posted an update on their investigation into the performance of the new consumer broadband and phone switching system (One Touch Switching). This found no major problems with the biggest ISPs but did warn that some providers on Openreach’s network were using an “alternative switching method“, which they said must stop.
Just to recap. The OTS service finally went live on 12th September 2024 after many delays. The goal of this was to make it both quicker and easier for consumers to change their provider (regardless of what network they’re on). All of this is being managed through a central messaging platform via the industry-led One Touch Switching Company (TOTSCo). As of 6th June 2025, a total of 1.13 million successful switches had already completed.
However, one of the biggest challenges of this system has flowed from the difficulty of getting the “matching process” to work properly, which exists to ensure that customer switches are correctly verified and then migrated between providers. But this process still has a tendency to fail, sometimes even when Gaining Providers have entered the correct customer data, and it’s not always easy for providers to figure out why.
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According to the latest switching data, some 333 brands are now live on the platform that TOTSCo has developed (a few smaller providers are still dragging their feet) and the daily switch match success rate continues to hover between around 65% to 68% (this hasn’t improved much since the start of 2025). But these figures don’t tell the whole story, as some failed switches will still get approved later, after corrections are made.
Nevertheless, Ofcom has been busy examining this problem since January 2025 as part of their wider Enforcement Programme (here), which largely focused on the performance of the biggest fixed line broadband and phone providers (BT, Sky Broadband, Vodafone, TalkTalk, Virgin Media and Vodafone).
The regulator has today posted an update on that effort, which seems to give the biggest players a pass by finding only small issues that require no further action “at this time“. But they did uncover an issue with the use of alternative switching methods, albeit without providing much elaboration. This could easily reflect how some providers may still be following the old process or using an alternative to get around issues with TOTSCo’s platform.
Ofcom Statement
In January, we issued a formal information request to each of BT, Sky, Vodafone, TalkTalk, VMO2 and Vodafone following potential issues affecting matching rates between certain providers. It is crucial that customers do not experience obstructions when attempting to switch away from their current provider. A key purpose of our information request was to analyse whether providers’ One Touch Switch (OTS) systems and processes are functioning correctly on both a Gaining and Losing Provider basis.
Based on the evidence we have collected we have found that, across industry as a whole, the majority of customers are successfully switching providers using OTS. There are some variable matching success rates between providers, however we do not feel that these variations represent concerns that would require further action at this time. We will nevertheless continue to monitor this.
Our analysis also found that some Gaining Providers on the Openreach network are switching customers using an alternative switching method other than OTS when repeated match attempts via OTS have failed.
Under General Conditions C7.18 – C7.27, providers must maintain a single switching process – One Touch Switch – for relevant switching customers. OTS is the only switching process for residential customers switching fixed services which is compliant with the General Conditions; it provides easy, quick, reliable switching which protect consumers and supports competition across all networks. Any providers using alternative switching processes must therefore take immediate steps to stop their use of these.
We are aware that there are some scenarios where an attempted customer switch may result in a match failure, and that one customer may experience multiple match failures, through no fault of the Gaining Provider.
In this scenario, it is our expectation that a provider should use all reasonable endeavours to carry out a switch using OTS. For example, if an online order fails to acquire a successful match, then it is our expectation that customers should be directed to alternative channels (e.g. phone support) to assist with the match. Should these still not result in a successful match, then it will not be possible to switch the customer. The only course of action – if the customer wishes to proceed – is for the customer to cease the service with their existing provider and for the new provider to provide a new service. This is commonly referred to as “cease and re-provide”.
We expect providers in this scenario to clearly explain to the prospective customer that they must contact their existing provider directly to cancel their current contract.
Ofcom has also notified the biggest providers of their findings and added that they would “consider enforcement action” against providers that continue to use a non-OTS switching method.
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“We strongly encourage providers to continue their efforts to improve match success rates and consider whether any aspects of the customer journey could be improved to increase the number of successful OTS switches in order to keep the need for cease and re-provide as minimal as possible,” added the regulator.
The regulator has thus far been taking a fairly soft approach to enforcement, which may be partly in recognition of the fact that integration and development of TOTSCo’s platform has been a complex and difficult task for the market.
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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So if OTS fails then too bad it’s the customers’ problem. Just shows Ofcom for the useless bunch of self serving idiots that they are.
Well said
Has OFCOM considered that sometimes customers move out an address but don’t cease the broadband? The new resident can’t phone up the old provider to cease as they don’t know who they are, nor do they have a contract with them.
This is a scenario where OTS cannot be used and it is necessary for retailers to be able to do a working line takeover.
My understanding is that this is not considered a switch, because it’s not the same customer. The fact that it (an OR>OR ‘Switch’ by cease and reprovide) ends up costing everyone more money (apart from Openreach who obviously gain money from it) is presumably outside of Ofcom’s OTS champions’ purview?
@Jon is correct here – OTS ONLY covers the contract holder switching from one provider to another. House moves, second lines, etc are not covered as they are not ‘switching’.
I have found that customers will often leave their account active because some broadband providers want the full payment for the contract all upfront on termination, and many people find it easier to have that payment taken in monthly installments.
Early termination fees are another area that OFCOM might want to review in due course.
You’re missing the point here. Unless I’m mistaken, OFCOM is referring to Working Line Take Over (WLTO) and they want ISPs to stop using it.
As you correctly pointed out, OTS can only be used for a consumer switching ISPs. But what happens if a consumer moves out a home without cancelling, and a new consumer moves in to that home and then can’t order broadband because OFCOM banned the WLTO process?
The WLTO process still has it’s place, an OFCOM cannot be certain that WLTO are being misused without the full details of each scenario.
The stats on matching requests can be somewhat misleading. We’re a very small ISP, and a vast majority (I’d comfortably say 90% without feeling the need to check) of matching requests we receive are completely unrelated to any of our customers – and are therefore failed.
I also see the same. Once again, small altnet ISP.. It’s weird how many match attempts we receive.
Do you think these are automated, i.e. from bots? If so any idea what the rationale would be for that?
Or alternatively might they be potential customers (or others acting on behalf of them) just investigating what is available?
“Our analysis also found that some Gaining Providers on the Openreach network are switching customers using an alternative switching method other than OTS when repeated match attempts via OTS have failed.”
They then go on to say how great OTS is but if it does fail, then the customer must go through cease and reprovide? All this is an inconvenience and barrier to switch, which is the whole point of the GPL and OTS exercise!
Are Ofcom on something?
If an ISP is able to demonstrate a reasonable effort to use OTS but find no other way is to use another method, in the best interests of the consumer, I can see any enforcement actions Ofcom may decide to take being challenged. They are looking a bit silly.
You just saw two comments above talking about how some match requests get sent to the wrong ISP… Presumably some customers don’t know who their provider is, or some ISPs have buggy systems that misroute the requests, and other possibilities I haven’t imagined. Not necessarily an OFCOM issie
OTS truly is a rubbish system.
Worked very well when I changed ISP’s in March this year.
As someone who helps an altnet provider who uses it to onboard customers – it’s a real improvement in the experience for the customer moving between Openreach and altnet networks!
Poor documentation and testing but once an ISP is working reliably on it, it has improved things!
Context: https://www.ispreview.co.uk/index.php/2025/05/1-million-uk-consumers-have-switched-broadband-isp-since-sept-2024.html#comment-321979
‘I rather detest the ‘One Touch Switching’ system. Sometimes you want to try another ISP’ out on the same infrastructure (one OpenReach ISP to another) without cancelling your current one and simply switching credentials. You can no longer do this.
I used to have no problem doing this before, and now everything is horribly bound to OpenReach’s system that refuses to allow more than one account per address/ONT’
@Polish Poler – Openreach have never allowed more than one account per ONT (for single-port ONTs) in the same way they never allowed more than one account per copper line on FTTC/SoGEA. If you want to test another ISP then you have to order a second line while the first one is still active which is still possible and outwith the scope of OTS anyway.
Wasn’t my post RobC and referred to using the same wholesaler so no Openreach order. Have a read of it if still unsure.
The point that Ofcom are suggesting a cease and reprovide (with the service disruption that comes with it) rather than ISPs working around OTS issues is surely the point they need to take a step back and assess what their role is? They seem to have abandoned responsibility for anything other than ensuring there’s competition in the consumer telecoms market (they don’t seem to have anything to say about the quality of delivered services, for example), and now they don’t even want to do that part.
I get that OTS is their pet project but if it doesn’t work then they need to get the issues fixed, it’s ridiculous to tell ISPs with orders pending from new customers that they need to lose the sale because their favourite system had a problem.
I am shocked they have not given the job to Capita, they seem to give everything else to the useless company.
If i was changing from Zzoomm to an Openreach based ISP, I would not use this OTS, I would prefer to have the other network up and running first, the same way as when I changed from Plusnet to Zzoomm.
The chance of me changing is pretty slim.
@Ad47uk: Best keeping too OTS if you want keep and transfer your Digital Voice phone to the new broadband provider, Plusnet don’t offer a home phone service now as I am sure you know, I think you said from reading previous posts, you have VOIP from a seperate provider.
OK if you’re changing infrastructure provider but not so good if you’re changing providers on the same network.
Of course absolutely no blame on Ofcom themselves or TOTSCo who have proven to be charlatans.
Do Ofcom actually care about the customer experience? I just read they prefer a customer to handhold the migration and even a cease and reprovide vs an alternative switch method.
Very helpful heads-up—Ofcom’s warning on One Touch Switching shows how critical seamless switching is for consumer confidence. Forcing customers into “cease and re‑provide” undermines trust and competition. At ExactBackgroundChecks.com, we believe smooth, reliable processes—and strong vetting where necessary—are key to retaining customer trust. Thanks for spotlighting this important regulatory enforcement!
My mum recently switched from Virgin Media to BT and they didn’t use OTS at all. When she realised her Virgin Media broadband was still active after the switch and called BT to ask why they denied all knowledge of it and said it was up to her to cancel the Virgin Media (which she reluctantly did). Are cases like this shown in the failed OTS stats or missed completely?
She probably didn’t switch just signed up for bt broadband and expected the previous supplier to be cut off automatically (if it kept the phone number then that’s probably was a switch)
I would ever found openreach providers to/from virgin transfer to be automatic as they are there own network that I guess OTS is supposed to work (witch it does between openreach providers less so for virgin or 3rd party networks)
The biggest issue I have experienced with the whole OTS process is when a end user is switching from the OR network to the Altnet provider I work for and wishes to retain their number they ‘lose’ their number for upto 14 days while awaiting the port request to complete and they can once again use their number, and I’ve been informed internally this is an issue affecting a significant number of other providers – can anyone else confirm?
Zen digital voice seems to suffer with this and that’s regardless of whether the customer is going on Openreach, or Cityfibre