{"id":48148,"date":"2026-09-22T15:23:22","date_gmt":"2026-09-22T14:23:22","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=48148"},"modified":"2026-09-22T15:49:44","modified_gmt":"2026-09-22T14:49:44","slug":"broadband-isp-aquiss-calls-on-ofcom-and-totsco-to-fix-one-touch-switching","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2026\/09\/broadband-isp-aquiss-calls-on-ofcom-and-totsco-to-fix-one-touch-switching.html","title":{"rendered":"Broadband ISP Aquiss calls on Ofcom and TOTSCo to fix One Touch Switching"},"content":{"rendered":"<p>Shropshire-based independent UK ISP <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/aquiss\">Aquiss<\/a> has today called on <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> and the <a href=\"https:\/\/totsco.org.uk\/\" target=\"_blank\" rel=\"noopener\"><strong>The One Touch Switching Company<\/strong><\/a> (TOTSCo) to fix the <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 Switch<\/strong><\/a> (OTS) process, which was designed to make it easier and quicker to change internet provider, but sadly still suffers from a problem with &#8220;<em>unsolicited transfers<\/em>&#8221; due to some ISPs trying to game the system.<!--more--><\/p>\n<p>The OTS system, which went live on 12th September 2024 via a central messaging platform (Hub) that is run by the industry-funded TOTSCo, is a <strong>Gaining Provider Led<\/strong> (GPL) process where the customer contacts their new (\u201c<em>gaining<\/em>\u201c) ISP to start and manage the process on their behalf. In its first two years of operation some 3.5 million consumers have switched their service using the system.<\/p>\n<div class=\"bq2\"><strong>NOTE:<\/strong> All communications providers switching a residential customer\u2019s Internet Access Service and\/or Number-based Interpersonal Communications Service, which is provided at a fixed location, are in scope of <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\" rel=\"noopener\">Ofcom<\/a>\u2019s OTS rules, and must follow the OTS process.<\/div>\n<p>However, the messaging Hub is still not perfect and matching requested switches between providers can sometimes run into various difficulties, which among other things can occasionally result in unsolicited service transfers occurring.<\/p>\n<p>At present the gaining ISP sends a match request via the TOTSCo Hub; a successful match returns a Switch Order Reference \u2014 the Switch ID \u2014 which is then used to place the switch order with the losing retail provider. But that identity currently stops at the retail layer.<\/p>\n<p>The order that actually moves or ceases the physical broadband service is raised separately with the underlying network. &#8220;<em>There is no mandatory requirement for that network order to carry, or for the network to validate, the OTS Switch ID. The two processes are related in intent, but they are not formally tied together<\/em>,&#8221; explained <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/aquiss\">Aquiss<\/a>.<\/p>\n<p>The ISP describes this as being a &#8220;<em>hole in the framework<\/em>&#8220;, which means a gaining provider can raise a working-line takeover, transfer or provide against a live service &#8220;<em>without ever completing an OTS match<\/em>&#8220;. The losing provider then receives an &#8220;<em>unsolicited cease or migration from the network, with no corresponding OTS journey to explain it<\/em>&#8220;.<\/p>\n<p>In practice, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/aquiss\">Aquiss<\/a> says they end up seeing a &#8220;<em>persistent minority of outbound migrations and transfers<\/em>&#8221; where OTS has not been used by the gaining provider, and where no attempt was even made to perform a match. The gaining ISP then later seeks to pass the blame back to the losing provider \u2014 even though it is the gaining provider that failed to follow the mandated steps. &#8220;<em>Matching is not optional. Where that step is skipped, the customer protections OTS was designed to deliver never take place<\/em>,&#8221; explained Aquiss.<\/p>\n<blockquote class=\"bq1\"><p><strong>Martin Pitt, Managing Director at Aquiss, said:<\/strong><\/p>\n<p>\u201cOne Touch Switching was meant to take friction out of changing provider, not to open a back door onto a working line. We still see between two and four per cent of outbound migrations arriving with no OTS journey behind them and no match attempted.<\/p>\n<p>The Switch ID already exists. It is issued when a proper switch is performed. What it does not do today is travel with the order onto the underlying network, and the network cannot check that it is valid. Until those two layers are tied together, gaining providers who skip the match can still move a live service and then suggest the problem sits with the losing provider. That is the wrong way round.<\/p>\n<p>We are not asking for OTS to be unwound. We are asking for it to be finished. Put the Switch ID on the network order, let the network validate it, and the industry will finally be able to say that a switch is a switch \u2014 not an unsolicited transfer wearing the same clothes.\u201d<\/p><\/blockquote>\n<p>The solution that Aquiss proposes is to require the OTS Switch ID to be present on any network order that would migrate, transfer or cease a working residential service as part of a retail switch. The network should then be able to validate that the Switch ID is current and valid before accepting an order that would cease, transfer or take over a working service.<\/p>\n<blockquote><p><span style=\"color: #339966;\"><strong>Aquiss&#8217; Proposed Solution<\/strong><\/span><\/p>\n<p>\u27a4 Require the OTS Switch ID on any network order that would migrate, transfer or cease a working residential service as part of a retail switch.<\/p>\n<p>\u27a4 Give access networks the ability \u2014 and the obligation \u2014 to validate that Switch ID against TOTSCo before the order is accepted.<\/p>\n<p>\u27a4 Reject or hold network orders that claim to be a customer-led switch but carry no valid Switch ID.<\/p>\n<p>\u27a4 Create an audit trail that identifies the gaining provider at both the retail layer and the network layer, so accountability cannot be shifted onto the losing provider after the event.<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>Shropshire-based independent UK ISP Aquiss has today called on Ofcom and the The One Touch Switching Company (TOTSCo) to fix the One Touch Switch (OTS) process, which was designed to make it easier and quicker to change internet provider, but sadly still suffers from a problem with &#8220;unsolicited transfers&#8221; due to some ISPs trying to [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":23121,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[36],"class_list":["post-48148","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\/117315148419310355","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - 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