{"id":43089,"date":"2025-09-12T10:28:03","date_gmt":"2025-09-12T09:28:03","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=43089"},"modified":"2025-09-12T11:34:24","modified_gmt":"2025-09-12T10:34:24","slug":"ofcom-celebrate-as-1-6-million-uk-people-switch-broadband-or-phone-via-ots","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2025\/09\/ofcom-celebrate-as-1-6-million-uk-people-switch-broadband-or-phone-via-ots.html","title":{"rendered":"Ofcom Celebrate as 1.6 Million UK People Switch Broadband or Phone via OTS UPDATE"},"content":{"rendered":"

The UK communications and media regulator, Ofcom<\/a>, has this morning hailed the fact that 1.62 million consumers have now switched landline (phone) or broadband provider using their new One Touch Switch<\/strong><\/a> (OTS) process since it launched for the first time exactly one year ago.<\/p>\n

The OTS system, which went live on 12th September 2024 \u2013 after over 17 months of delays (here<\/a>), remains a Gaining Provider Led<\/strong> (GPL) process, where the customer contacts their new (\u201cgaining<\/em>\u201c) ISP to start and manage the process on their behalf. But unlike the old system, which was primarily geared toward Openreach<\/a>\u2019s network, the new one expanded that to work across the UK\u2019s increasingly diverse market of alternative networks.<\/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

The process itself, which still has some problems to overcome<\/a>, was then implemented through the industry-led The One Touch Switching Company<\/a><\/strong> (TOTSCo), which operates a centralised messaging platform (hub) for internet and phone providers to harness. TOTSCo are also developing a separate solution for switching between business connectivity providers, which is currently in testing and due to go live in early 2026 (here<\/a>).<\/p>\n

The OTS process also got rid of notice-period charges beyond the switch date, as providers must now coordinate the switch over date. “This can save both time and money, as people do not need to coordinate this themselves<\/em>,” said Ofcom<\/a>. And providers must also compensate customers if there\u2019s a delay to the start of the new service, or if they are left without a connection for more than one working day.<\/p>\n

Cristina Luna Esteban, Ofcom\u2019s Telecoms Policy Director for Networks and Comms, said:<\/strong><\/p>\n

\u201cIt\u2019s never been simpler to switch, so we\u2019re pleased that millions of customers have taken advantage of One Touch Switch in the last year and got themselves a new deal.<\/p>\n

But there are still many customers who are out of contract and could be missing out on savings. So, we\u2019re urging people to check their contract, compare the offers out there and if changing provider gives them the best deal to switch and save.\u201d<\/p><\/blockquote>\n

We should point out that the figure of 1.6m is up from 1m at the start of May 2025 and 1.5m in mid-August 2025. Sadly, it’s difficult to know how much of a positive impact OTS has had on switching itself, since there wasn’t a lot of comparable data available on the activity before the OTS system was introduced. But a few ISPs have anecdotally told us that they haven’t seen much of a change in the level of migration activity, although this may vary across the wider market – often for reasons other than OTS itself.<\/p>\n

UPDATE 11:31am<\/strong><\/p>\n

TOTSCo has issued a brief update to state that the exact figure for successful switches is 1.625 million and their Hub has processed 22 million messages over the same period. “The hub has consistently met its SLA and latency targets<\/em>,” said TOTSCo, before adding that they expect the switching figure to reach over 1.8 million by the end of the year.<\/p>\n","protected":false},"excerpt":{"rendered":"

The UK communications and media regulator, Ofcom, has this morning hailed the fact that 1.62 million consumers have now switched landline (phone) or broadband provider using their new One Touch Switch (OTS) process since it launched for the first time exactly one year ago.<\/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-43089","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\/115190620994720112","error":""},"yoast_head":"\nOfcom Celebrate as 1.6 Million UK People Switch Broadband or Phone via OTS UPDATE - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The UK communications and media regulator, Ofcom, has this morning hailed the fact that 1.62 million consumers have now switched landline (phone) or\" \/>\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\/2025\/09\/ofcom-celebrate-as-1-6-million-uk-people-switch-broadband-or-phone-via-ots.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom Celebrate as 1.6 Million UK People Switch Broadband or Phone via OTS UPDATE - 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