{"id":41017,"date":"2025-02-24T14:25:26","date_gmt":"2025-02-24T14:25:26","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=41017"},"modified":"2025-02-24T14:25:26","modified_gmt":"2025-02-24T14:25:26","slug":"totsco-clarifies-status-of-change-freeze-in-uk-isp-switching-process","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2025\/02\/totsco-clarifies-status-of-change-freeze-in-uk-isp-switching-process.html","title":{"rendered":"TOTSCo Clarifies Status of Change Freeze in UK ISP Switching Process"},"content":{"rendered":"<p>The industry-led <a href=\"https:\/\/totsco.org.uk\/\" target=\"_blank\" rel=\"noopener\"><strong>One Touch Switching Company<\/strong><\/a> (TOTSCo), which is the central messaging platform for implementing <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a>\u2019s recently launched (Sept 2024) solution for easier and quicker consumer switching between broadband and phone providers (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/2024\/09\/ofcom-launch-easier-one-touch-switching-for-uk-broadband-isps.html\"><strong>One Touch Switching<\/strong><\/a>), has caused some head scratching after clarifying the status of a key change freeze.<!--more--><\/p>\n<p>Regular readers will already know that OTS has had a bit of a bumpy start. One of its biggest challenges has flowed from the difficulty of getting the \u201c<em>matching process<\/em>\u201d to work properly, which exists to ensure that customer switches are correctly verified and then migrated between providers. But this process sometimes fails, occasionally even when ISPs have entered the correct data, which can make it difficult to tackle bugs and other issues.<\/p>\n<div class=\"bq2\"><strong>NOTE:<\/strong> <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">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<p><a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> has tended to shift a lot of the blame for such issues on to ISPs and called on them to improve their testing and implementation of the platform. On the flip side, ISPs have privately complained that TOTSCo\u2019s system does not make testing and correcting for errors as easy and transparent as it could be.<\/p>\n<p>Such issues may not have been helped by the prior understanding that key documentation was still stuck in a \u201c<em>change freeze<\/em>\u201c, which makes it difficult to get certain defects addressed (i.e. unfreezing this would help to introduce some much-needed fixes and clarifications by the process group). But a new <a href=\"https:\/\/totsco.org.uk\/wp-content\/uploads\/2025\/02\/Bulletin-81-Document-Freeze-Lifted.pdf\" target=\"_blank\" rel=\"noopener\">bulletin (81)<\/a> from TOTSCo appears to contradict what many providers had previously been led to believe.<\/p>\n<blockquote class=\"bq1\"><p><strong>TOTSCo Bulletin 81<\/strong><\/p>\n<p>We would like to clarify that the document freeze, which was announced in Bulletin 30 and began on 6 October 2023, ended at One Touch Switch go-live on 12 September 2024. The document freeze applied to all mandatory OTS documents, listed in the table below.<\/p>\n<p>TOTSCo API Specification 1.1a<br \/>\nOTS Message Specification 1.1c<br \/>\nOTS Response Codes 1.0<br \/>\nOTS Industry Process 4.3<br \/>\nOTS Industry Process Flows 4.3<br \/>\nOne Touch Switch Message Delivery Policies 1.0<\/p>\n<p>We are now therefore ready to process change requests relating to these documents and indeed across all aspects of our OTS processes and systems. All change requests will follow the rigorous OTS Industry Change Control Process to ensure they are carefully managed and assessed.<\/p><\/blockquote>\n<p>Needless to say, some ISP&#8217;s have privately expressed surprise, not least because TOTSCo&#8217;s own representatives have long been expressing to them, often while trying to get defects in the system resolved, that the freeze was still in place. The original <a href=\"https:\/\/totsco.org.uk\/wp-content\/uploads\/2023\/10\/Bulletin-30-Document-Change-Freeze-2.pdf\" target=\"_blank\" rel=\"noopener\">bulletin (30)<\/a> didn&#8217;t mention an end date for the freeze, either.<\/p>\n<p>On the other hand, it&#8217;s good that TOTSCo has finally clarified this, which will hopefully enable providers to make a bit more progress on resolving some of the remaining defects.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The industry-led One Touch Switching Company (TOTSCo), which is the central messaging platform for implementing Ofcom\u2019s recently launched (Sept 2024) solution for easier and quicker consumer switching between broadband and phone providers (One Touch Switching), has caused some head scratching after clarifying the status of a key change freeze.<\/p>\n","protected":false},"author":1,"featured_media":25538,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[36],"class_list":["post-41017","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\/114059328599224538","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - 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