{"id":45573,"date":"2026-04-23T16:32:14","date_gmt":"2026-04-23T15:32:14","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=45573"},"modified":"2026-04-23T16:32:14","modified_gmt":"2026-04-23T15:32:14","slug":"totsco-publish-outcome-of-consultation-on-improving-uk-broadband-switching","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2026\/04\/totsco-publish-outcome-of-consultation-on-improving-uk-broadband-switching.html","title":{"rendered":"TOTSCo Publish Outcome of Consultation on Improving UK Broadband Switching"},"content":{"rendered":"

The not-for-profit and industry-funded One Touch Switching Company<\/a> (TOTSCo), which is responsible for delivering Ofcom<\/a>\u2019s solution for easier and quicker switching between UK broadband and phone providers (One Touch Switching<\/strong><\/a>), has today published the outcome of their recent consultation on improving the system\u2019s performance and monitoring.<\/p>\n

The system, which went live on 12th September 2024, 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 after a bit of a bumpy start and some ongoing issues, the new system is already helping around 1.8 million consumers to switch ISP every year and is also in the process of being extended to business connections (currently in trial).<\/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

However, TOTSCo recently outlined a list of “opportunities for improvement<\/em>” to their system (detailed summary<\/a><\/strong>), which they said could sometimes \u201clead to a poor switching experience and\/or consumer harm<\/em>\u201d. In response, the company launched a consultation on several proposed remedies, which attracted responses from various ISPs such as BT<\/a>, Sky Broadband<\/a>, Virgin Media<\/a>, CommunityFibre<\/a>, Vodafone<\/a> (VodafoneThree), Truespeed<\/a> and more (see ISP responses<\/a>).<\/p>\n

The providers, which said TOTSCo should prioritise engagement with higher-volume but lower-performing providers and expressed a view that “performance issues are often driven by a small number of providers not adhering to the OTS process rather than industry-wide challenges<\/em>“, were said to have been broadly supportive of TOTSCo’s proposed approach. They also called for “richer and more meaningful performance insights<\/em>” of the system.<\/p>\n

The responses have today encouraged TOTSCo to take forward the following Monitoring & Improvement activities.<\/p>\n\n\n\n\n\n\n\n
Monitoring & Improvement Activity<\/strong><\/td>\nWhat TOTSCo will do<\/strong><\/td>\n<\/tr>\n
Improve and expand TOTSCo current performance and monitoring information<\/td>\n\u2022 Publish additional match rate information and, in parallel, work with industry to obtain session-based match rate data.
\n\u2022 Engage with stakeholders to discuss underlying session match rate methodologies and determine whether, and in what form, this information can be published.<\/td>\n<\/tr>\n
Support individual providers<\/td>\n\u2022 Facilitate bilateral engagement with providers, initially focusing on those with the highest volumes, to improve match success rates.
\n\u2022 Share anonymised insights from these discussions with the wider industry where appropriate.
\n\u2022 Introduce Service Review Meetings on a voluntary basis, beginning with larger providers, to address key aspects of the OTS process and share best practice.<\/td>\n<\/tr>\n
Make more detailed provider-specific reports available<\/td>\n\u2022 Provide insights to help providers better understand their performance, with reports shared confidentially with providers.<\/td>\n<\/tr>\n
Assess industry views on outage notification approach<\/td>\n\u2022 Develop a proposal for an outage notification threshold to reduce the volume of alerts relating to minor or quickly resolved incidents.
\n\u2022 Discuss the proposed approach with industry, initially through the Operations Forum.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"excerpt":{"rendered":"

The not-for-profit and industry-funded One Touch Switching Company (TOTSCo), which is responsible for delivering Ofcom\u2019s solution for easier and quicker switching between UK broadband and phone providers (One Touch Switching), has today published the outcome of their recent consultation on improving the system\u2019s performance and monitoring.<\/p>\n","protected":false},"author":1,"featured_media":25819,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[36],"class_list":["post-45573","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\/116454748014422418","error":""},"yoast_head":"\nTOTSCo Publish Outcome of Consultation on Improving UK Broadband Switching - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The not-for-profit and industry-funded One Touch Switching Company (TOTSCo), which is responsible for delivering Ofcom\u2019s solution for easier and quicker\" \/>\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\/2026\/04\/totsco-publish-outcome-of-consultation-on-improving-uk-broadband-switching.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"TOTSCo Publish Outcome of Consultation on Improving UK Broadband Switching - 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