Using One Touch Switch to Change Broadband at Home

By Dr Alex J. Martin-Smith, Head of Editorial

Short answer: Using One Touch Switch, you give your new provider the details it needs to manage an eligible broadband switch. You do not need to contact your old provider to cancel. Still check your contract, any installation needs and whether a landline service requires separate planning.

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• One Touch Switch went live on 12 September 2024 and is run by TOTSCo.
• You start with the new provider, rather than calling the provider you are leaving.
• Check the total stated cost, contract end date and any work needed at your address before you place an order.
• A move to a new address is not the same as switching service at your current home.
• If you are out of contract, it is worth checking current options rather than assuming your existing deal remains suitable.

Picture a renter whose fixed term is ending. Their broadband works well enough, but the monthly bill no longer feels good value and they are worried that changing provider means a cancellation call, a surprise final bill or days without connection. Using One Touch Switch can remove the first hurdle because the new provider leads the eligible switch. The practical work for the renter is to read the order summary carefully, confirm the address and decide whether the contract length fits their plans.

What is One Touch Switch?

One Touch Switch is the broadband switching process that lets you arrange an eligible change through the provider you are joining. It went live on 12 September 2024 and is run by TOTSCo. The key point is simple: you contact the new provider only, and it manages the switching process with the provider you are leaving (TOTSCo, 12 September 2024).

That does not mean every detail should be ignored. Before agreeing to an order, check the service start date, the contract period and the charges shown in the pre contract information. Keep a copy of that information and your order confirmation. It gives you a clear record if the dates or service details later need checking.

One Touch Switch is about reducing the cancellation hassle. It does not decide which broadband connection, contract length or monthly cost is right for your household. Those choices still need a postcode and address check.

Can I use One Touch Switch if I am moving home?

Usually, treat a house move as a new service decision rather than assuming it is a like for like switch. Your current provider may be able to offer a move process, while another provider may be available at the new address. The technology serving your new home, installation requirements and appointment availability can all differ.

Start planning before your move date where possible. Tell the provider the correct new address and ask what must happen before service can begin there. Do not cancel your existing service simply because you have found an alternative, unless the new provider has confirmed the right process for your order.

This matters especially if you work from home or run a micro business. A short overlap may be useful where it is available and affordable, but it depends on the services at both addresses and the dates offered. Keep your move date and any access restrictions clear from the outset.

What should I check before using One Touch Switch?

First, check whether you are still within a minimum contract period. If you are, ask the new provider to explain the proposed switching route and read the information it gives you before proceeding. If you are out of contract, you have more freedom to compare the available options, although you should still check notice and order details.

Next, look at the full stated cost rather than focusing on one headline figure. Since 17 January 2025, new broadband contracts cannot use inflation linked mid contract price rises. Any in contract increases must be set out in pounds and pence when you buy, helping you see what may change during the term (Ofcom, 17 January 2025).

Finally, check what connection is available at your exact address. Full fibre means fibre runs all the way to the property, often called FTTP. Full fibre was available to 82% of UK homes on 13 May 2026, but availability remains address specific (Ofcom, 2026, Connected Nations Update).

Which broadband route suits my situation?

The right route depends less on a provider name and more on your property, expected usage and how quickly you need service. A household with several people online at once may prioritise a stronger connection type. Someone nearing a move may put more weight on contract flexibility and installation timing.

Do not assume a neighbour's result will match yours. Availability can vary between properties, including homes on the same street. A postcode and address search is the useful final check before choosing.

Will I lose my landline when I switch broadband?

Not necessarily, but do not leave the question until the order is complete. If you use a home phone, alarm or other service connected to your landline, tell the new provider before placing the order. Ask what will happen to the number and whether any equipment or set up changes are needed.

The old PSTN, or Public Switched Telephone Network, is scheduled to close on 31 January 2027. This is why households should check how their voice service will work, rather than treating broadband and the landline as entirely separate decisions (Openreach, PSTN closure, 31 January 2027).

If your home phone matters for accessibility, work or staying in touch with family, make that a deciding factor in your comparison. Get the answer recorded in the information provided with your order.

Is it worth checking deals when I am out of contract?

Yes. Being out of contract is a sensible prompt to compare what is available at your address and review whether your current service still suits you. Ofcom reported that out of contract customers paid £7.20 a month more for standalone broadband than new customers, based on its 26 February 2026 analysis (Ofcom, 2026).

That figure is a market wide finding, not a promise that every household will save by changing. Your result depends on local availability, the connection type you choose, contract length and the terms shown when you order. The useful habit is to compare the complete information side by side and choose on your own priorities.

What if the switch does not go to plan?

Keep your order reference, emails and the pre contract information. If the service date changes or details do not look right, contact the new provider first because it is managing the order. Explain the issue clearly and ask what will happen next, including any effect on your current connection.

If you are unhappy with how a complaint is handled, use the provider's formal complaints process. Citizens Advice can help you understand consumer options, while Communications Ombudsman and CISAS handle eligible unresolved telecoms complaints. Which route applies depends on the provider and the circumstances.

What to do next

1. Find your current contract end date and read any recent price rise notice or order paperwork.
2. Decide what matters most for your next service, such as a suitable contract length, reliable home working or a home phone arrangement.
3. Check your postcode and address to see the broadband deals and connection types available to your home.

Frequently asked questions

Do I have to call my old provider to cancel?

For an eligible One Touch Switch, you contact the new provider and it manages the switch with the provider you are leaving. Keep checking the order confirmation, as it should set out the service date and the details of the arrangement. If your circumstances are unusual, ask the new provider before ordering.

Does One Touch Switch guarantee no gap in broadband?

No process can guarantee the same outcome for every address. Installation needs, access to the property and the service dates available can affect timing. Ask the new provider what date it is proposing and what you should expect if work is required before the new service can start.

Can I switch if I am still in contract?

You can compare options while you are in contract, but check the terms of your existing agreement before you commit. The new provider can explain the order route, while your current paperwork should show the relevant contract information. A comparison is useful even if you decide to wait until your minimum term ends.

Does full fibre mean I can use One Touch Switch?

Full fibre describes the connection type, with fibre running to your property. One Touch Switch describes how an eligible broadband switch is arranged. They are related only because your address and available connection types help determine what can be ordered. Check both the technology and the switching details.

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A careful address check and a clear order summary will do more for a trouble free change than choosing on a headline alone.