One Touch Switch: myth or fact?
Eight things people believe about switching broadband. Call each one a myth or a fact and find out how easy it has become.
Since 12 September 2024, One Touch Switch means you only contact your new provider. You should not pay notice charges beyond your switch date, and providers must compensate you if a switch leaves you without service for more than one working day.
What you will learn
- 1Who does what in a One Touch Switch
- 2The protections if a switch goes wrong
- 3The tip that makes your match go through
Why it matters
For years, switching meant ringing your old provider, sitting through a retention offer and hoping the dates lined up. One Touch Switch changed that on 12 September 2024. You order with the provider you want, they match your account and the old service stops on switch day.
It is being used. Ofcom counted 1.6 million switches in the first year, and the industry hub had handled about 3.5 million by September 2026. The main thing that trips people up is the match: give your name and address exactly as they appear on your current bill.
Every answer, explained
Spoilers below. Play first, then open any question to see the answer, the reason and the source.
1. To switch broadband, you must call your old provider to cancel first.
Answer: Myth
Myth. Since 12 September 2024 you only contact the provider you are moving to. They handle the rest.
2. Under One Touch Switch, you should not be charged notice-period charges beyond your switch date.
Answer: Fact
Fact. Ofcom says customers should not be charged for any notice period beyond the switch date.
3. If a switch leaves you without a connection for more than one working day, the provider must compensate you.
Answer: Fact
Fact. Providers must also compensate you if there is a delay to the start of your new service.
4. More than 300 providers are signed up to One Touch Switch.
Answer: Fact
Fact. Ofcom reported more than 300 providers signed up by September 2025, and the hub listed 345 brands live in September 2026.
Source: Ofcom, One Touch Switch first year; UK Broadband in Numbers, November 2026
5. More than 3 million switches have gone through One Touch Switch since it launched.
Answer: Fact
Fact. About 3.48 million by 11 September 2026: 1.62 million in the first year and 1.86 million in the second.
6. In September 2026, about two in three match requests found the customer first time.
Answer: Fact
Fact. The hub's match rate was 64.61%. Give your name and address exactly as they appear on your current bill to help yours go through.
7. You have to arrange the stop date with your old provider and the start date with your new one.
Answer: Myth
Myth. Your new provider arranges the switch date, and your old service should stop on the same day.
8. Ofcom found more households switched internet provider in 2025 than in 2023.
Answer: Fact
Fact. 18% switched in 2025, up from 14% in 2023.
Source: Ofcom, Pricing and consumer engagement, February 2026
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Questions people ask
- Do I need to cancel my old broadband before switching?
- No. Under One Touch Switch you contact the new provider only. They arrange the switch and your old service should stop automatically on switch day.
- What if the switch goes wrong?
- Providers must compensate you if a switch leaves you without a connection for more than one working day, and you should not pay notice-period charges beyond your switch date.
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How we checked this quiz
Every answer was checked on 9 November 2026 against the source listed with it, mostly Ofcom and the companies that publish the figures, and dated figures say when they apply. Questions that depend on a date, such as compensation amounts that rise each April, are hidden automatically once they pass their review date, so the quiz never shows an out-of-date answer. Your scores, badges and streaks are kept on this device only. Anonymous answer counts help us show how other players did, with no names or personal details.
References
- Martin-Smith, A. J. (2026, November 7). UK broadband in numbers (Edition 2, November 2026). BroadbandSwitch.uk Data Lab. https://broadbandswitch.uk/reports/uk-broadband-statistics/
- Ofcom. (2025, September 12). 1.6 million Brits hit switch on their broadband provider. https://www.ofcom.org.uk/phones-and-broadband/switching-provider/1.6-million-brits-hit-switch-on-their-broadband-provider
- Ofcom. (2026, February 26). New Ofcom research reveals how to cut phone and internet bills. https://www.ofcom.org.uk/phones-and-broadband/bills-and-charges/new-ofcom-research-reveals-how-to-cut-phone-and-internet-bills
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