TOTSCo – 1.5 Million UK Consumers Have Switched Broadband ISP Since Sept 2024

The One Touch Switching Company, which is the industry-led company responsible for helping to deliver Ofcom’s solution for easier and quicker UK switching between home broadband and phone providers on different networks (One Touch Switching), will next week pass the milestone of 1.5 million successfully completed migrations since launch (up from 1m in early May 2025).

The OTS system, which went live on 12th September 2024, remains a Gaining Provider Led (GPL) process, where the customer contacts their new (“gaining“) ISP to start and manage the process on their behalf. But despite a bit of a bumpy start, which we won’t recap today, this has now been widely adopted by the vast majority of ISPs; TOTSCo is now working to make a similar switching system available to businesses in “early 2026” (here).

As it stands a total of 337 brands (e.g. broadband ISPs), alongside various Managed Access Providers (MAPs), are now said to be live on TOTSCo’s production directory and the daily switch match success rate is currently hovering around 66% – 69% (up from around 64% back in January 2025). But it should be noted that some failed switches will still get approved later, after corrections are made.

However, it should also be noted that the rate of switching tends to fall a bit during the summer months, before picking up later in the year as we get closer to the Black Friday season of big discounts. This may yet impact the switching success rate of TOTSCo’s Hub.

Paul Bradbury, CEO of TOTSCo, said:

“We’re fast approaching a significant industry milestone — early next week we will reach 1.5 million switches completed through the Hub since the launch of One Touch Switch (OTS). With match rates also edging upwards, OTS is performing strongly. This is a huge achievement and a testament to the collaboration and commitment across the industry to make switching simpler for residential customers.

But this success doesn’t mean we’ll rest on our laurels. Next week, users will see improved reporting performance, making it quicker and smoother to access the data they need. We’ll also be inviting more members to join the OTS Operations Forum — keeping ideas and improvements flowing so OTS stays strong for the future.”

Despite the progress, we’ve noted a few cases where some smaller ISPs continue to lag behind on their adoption or implementation of OTS, which can cause problems for consumers who wish to escape or even join those same providers (Ofcom has yet to take any solid action on this front). In addition, TOTSCo’s messaging platform, including the systems that some ISPs have put in place for engaging with it, still has some room for improvement.