TOTSCo Provide Update on Progress of UK Broadband ISP Switching Performance

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), has provided an update on their progress toward refining the OTS solution as it passes 2 million successful switches since launch.

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 and some ongoing issues, which we won’t recap today, this has now been widely adopted by the vast majority of ISPs; TOTSCo is now also working to make a similar switching system available to businesses in “early 2026” (here).

The latest update reveals that TOTSCo’s related messaging hub has now processed 2 million switches since its launch, running at a rate of roughly 1.8 million over every 12-months. Hub match rates (switch match success rates) are also trending upwards in the long term, with overall rates up around 10% since go-live, and a record daily figure of 69.7% last week (this is the observed rate – the customer experience will be better as some retries will be successful).

At the same time, the best observed match rate between two larger users (unamed major broadband ISPs) stands at 83%, which TOTSCo said shows “what can be achieved … these figures are an indication of how the ecosystem is maturing as more providers refine their processes and data“. Take note that Black Friday should be having an impact on the most recent stats via an uptick in switching.