{"id":40020,"date":"2024-11-15T00:02:16","date_gmt":"2024-11-15T00:02:16","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=40020"},"modified":"2024-11-15T13:28:18","modified_gmt":"2024-11-15T13:28:18","slug":"ofcom-uk-warns-one-touch-switching-laggard-isps-to-get-onboard","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/11\/ofcom-uk-warns-one-touch-switching-laggard-isps-to-get-onboard.html","title":{"rendered":"Ofcom UK Warns One Touch Switching Laggard ISPs to Get Onboard UPDATE"},"content":{"rendered":"

The UK telecoms regulator has warned that they are “prepared to take action<\/em>” against broadband ISPs that have failed to adopt the new One Touch Switching<\/strong><\/a> (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.<\/p>\n

Implementation of OTS is being handled by the industry-led One Touch Switching Company<\/strong><\/a> (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.<\/p>\n

NOTE:<\/strong> Ofcom<\/a> states that all communications providers switching a UK residential customer\u2019s Internet Access Service and\/or Number-based Interpersonal Communications Service, which is provided at a fixed location, are in scope of their OTS rules, and must follow the OTS process.<\/div>\n

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<\/a> briefly allowed ISPs to retain the old NoT+<\/strong> (Notification of Transfer) migration process \u2013 until 24th October 2024<\/strong> \u2013 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.<\/p>\n

“We don\u2019t know how to handle transfers from these providers. Today alone, we have had 3 orders for [redacted] that we can\u2019t transfer, which is making us look like idiots. All we are doing is referring everyone to check the live TOTSCo list as proof<\/em>,” said one provider to ISPreview, after becoming frustrated with ISPs that have yet to implement the new process.<\/p>\n

An Ofcom<\/a> spokesperson told ISPreview:<\/strong><\/p>\n

\u201cWe\u2019re aware of certain companies that are not signed up to the One Touch Switch process, and we\u2019ll be raising this with them. Providers have had more than enough time to implement this, and we\u2019re prepared to take action against those that don\u2019t comply.\u201d<\/p><\/blockquote>\n

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.<\/p>\n

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<\/a>, although it only takes a quick scan to realise that some names are absent from this list (e.g. Yayzi, Uno<\/a>\/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<\/a> (MAP), but others remain uncertain.<\/p>\n

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.<\/p>\n

Meanwhile, the latest data from TOTSCo (here<\/a>) 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.<\/p>\n

UPDATE 1:24pm<\/strong><\/p>\n

TOTSCo has just published a new blog<\/a>, 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\u2019re working closely with them to ensure they\u2019re ready to support switching, as it\u2019s vital for consumers to have the ability to switch seamlessly to any provider<\/em>.”<\/p>\n

We’ve also had a comment from Hyperoptic<\/a>.<\/p>\n

Lutfu Kitapci, Chief Customer Officer & MD ISP at Hyperoptic<\/a>, told ISPreview:<\/strong><\/p>\n

\u201cThe latest warning from Ofcom sends a clear message that it\u2019s 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.<\/p>\n

At Hyperoptic<\/a>, we\u2019re proud to already be delivering a seamless, stress-free switching experience solidifying our commitment to being in our customers\u2019 corner. One Touch Switch is a vital step forward, enabling people to move to faster, more reliable broadband and get the service they deserve\u2014without the hassle.\u201d<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

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 […]<\/p>\n","protected":false},"author":1,"featured_media":39636,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[36],"class_list":["post-40020","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-ofcom-regulation"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/113484040698461668","error":""},"yoast_head":"\nOfcom UK Warns One Touch Switching Laggard ISPs to Get Onboard UPDATE - ISPreview UK<\/title>\n<meta name=\"description\" content=\"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\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2024\/11\/ofcom-uk-warns-one-touch-switching-laggard-isps-to-get-onboard.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom UK Warns One Touch Switching Laggard ISPs to Get Onboard UPDATE - 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