One Touch Switch in the UK

Last reviewed: 22 March 2026

One Touch Switch is the standard process for changing fixed-line broadband provider in the UK. Instead of contacting your old provider to cancel, you simply place an order with your new provider and they coordinate the entire switch on your behalf. The system was introduced by Ofcom in April 2023 to make broadband switching simpler, faster and less prone to gaps in service. In most cases, the switch completes within ten working days and your old contract is cancelled automatically once the new line goes live.

At a glance

You only need to contact your new provider, they handle the rest.
Your old provider is notified automatically and cannot block the switch.
The switch typically completes within 10 working days.
You can keep your landline number if you request porting during sign-up.
Early termination charges may still apply if you are in contract.
One Touch Switch covers most fixed-line broadband changes but not mobile broadband.

Who this is for

This guide is aimed at UK households thinking about switching their home broadband provider. It is relevant whether you are on a standard copper (ADSL) connection, fibre-to-the-cabinet (FTTC), or full-fibre (FTTP) service, and whether you are moving between providers on the same network (for example, Openreach) or switching across different networks (for example, from Openreach to a CityFibre or Virgin Media O2 network).

If you are a small business looking to switch broadband, the same One Touch Switch process generally applies, although business contracts may carry different exit terms. See our business broadband page for more detail.

How One Touch Switch works

Before One Touch Switch existed, customers often had to phone their old provider to request a code (known as a MAC or PAC depending on the service), then pass that code to their new provider. This created friction and gave the old provider an opportunity to delay or talk you out of leaving. One Touch Switch removes that step entirely.

Here is how the process works in practice:

Choose a new provider and place your order. You sign up with the broadband provider you want to move to, either online, by phone, or in-store. During sign-up, the new provider will ask whether you want to keep your existing landline number.
Your new provider sends a switch request. Behind the scenes, your new provider sends an electronic message (called a "match request") to identify your existing service and notify your old provider that a switch has been initiated.
Your old provider sends you a notice. Within one working day of the match, your old provider must send you a "switching notice", usually by email or letter. This notice will outline any early termination fees you owe, confirm the switch date, and remind you of anything you need to return (such as a router).
You have time to change your mind. There is a cooling-off window before the switch date. If you decide not to proceed, you can cancel the order with your new provider and your old service stays in place.
The switch happens on the agreed date. On the switch day, your old service is disconnected and the new service goes live. If you requested number porting, your landline number moves across at the same time. In some cases , particularly cross-network switches , an engineer visit may be needed.
Your old contract is closed automatically. You do not need to phone your old provider to cancel. Any final bill or early exit charges will be sent to you separately.

Typical timeline: most switches complete within 10 working days from order. Cross-network moves that require new cabling (such as moving from Openreach to Virgin Media O2) may take longer if an installation appointment is needed.

What One Touch Switch covers and does not cover

One Touch Switch applies to most residential fixed-line broadband switches in the UK. This includes moves between providers on the same Openreach network (for example, switching from BT to Sky or Plusnet to TalkTalk) as well as cross-network moves (for example, switching from Virgin Media O2 to a provider on the Openreach or CityFibre network, or vice versa).

However, there are some situations where One Touch Switch does not apply:

Mobile broadband (4G/5G home broadband dongles or SIM-based routers) is not part of the One Touch Switch process. To leave a mobile broadband provider, you typically need to cancel directly with them.
Leased-line or specialist business circuits sit outside the standard switching process and usually involve bespoke contract terms.
Moving home is not the same as switching. If you are relocating to a new address, you generally need to place a new broadband order for the new property rather than switching your existing line. See our moving home broadband guide for advice.

Cross-network switches follow the same One Touch Switch principles, but may involve additional steps such as new cabling or equipment installation. Your new provider will explain what is needed when you place the order.

One Touch Switch vs manual cancellation

Before One Touch Switch, consumers often had to manage the cancellation themselves. Here is how the two approaches compare:

Feature	One Touch Switch	Manual cancellation
Who starts the process	Your new provider	You (by calling your old provider)
Need to contact old provider	No	Yes, often involving a retentions call
Risk of service gap	Low, switch date is coordinated	Higher, you must align cancellation and activation yourself
Landline number porting	Handled automatically if requested	Requires separate PAC/MAC process
Old provider can stall	No, Ofcom rules prevent blocking	Possible, through save offers or process delays
Typical completion time	Around 10 working days	Varies, often 14–30 days depending on notice period

What to check before you switch

One Touch Switch makes the process simpler, but it does not remove the need to do your own homework. Before placing an order with a new provider, run through this checklist:

Contract end date. Log in to your current provider's account or check a recent bill. If you are still in your minimum contract term, you will owe early termination charges. These are usually disclosed in the switching notice your old provider sends, but knowing the figure in advance helps you decide whether switching now is worth it.
Total cost of the new deal. Look beyond the headline monthly price. Factor in setup fees, delivery charges for equipment, and any mid-contract price rises. Our exit fees and setup fees guide explains what to look for.
Speed and technology. Check whether the new deal offers FTTC or FTTP, and confirm the estimated speed for your address. Advertised speeds are averages, not guarantees.
Landline number. If you want to keep your existing number, make sure you request porting during the sign-up process. If you forget, you may lose the number. Our guide on what happens to your number when you switch covers this in detail.
Equipment returns. Your old provider may ask you to return their router or hub. Check the switching notice for return instructions and deadlines, failure to return equipment can result in a charge.
Bundled services. If your broadband is bundled with TV, phone, or mobile, switching broadband may affect those services. Check with your current provider whether the bundle can be partially cancelled or whether it triggers changes to the whole package.
Mid-contract price rises. Many UK providers apply annual price increases linked to CPI or RPI plus a fixed percentage. Check whether this applies to the new deal and from what date.

For a printable version of this list, see our broadband switch checklist.

Common questions about One Touch Switch

Do I need to tell my old provider I am switching?

No. When you place an order with your new provider under One Touch Switch, your old provider is notified automatically through an industry messaging system. They cannot block the switch. They will send you a switching notice confirming any exit fees and the switch date, but you do not need to phone them or request a cancellation code.

Will I lose my broadband during the switch?

In most cases, no. For same-network switches (for example, both providers use the Openreach network), the changeover usually happens with minimal or no interruption. For cross-network switches, there may be a brief gap, typically a few hours, while the new line is activated. If an engineer visit is needed to install new cabling, your old service may stay active until the new connection is confirmed. Your new provider should explain the expected timeline when you order.

Can I cancel the switch after I have placed the order?

Yes. You can usually cancel during the cooling-off period (typically 14 days for online or phone orders). If you cancel before switch day, your old service normally stays in place. Contact your new provider to cancel, then use our switch checklist before placing another order.

Does One Touch Switch apply to Virgin Media O2?

Yes. Since the full rollout of One Touch Switch in April 2023, cross-network providers including Virgin Media O2 are part of the process. If you are switching from Virgin Media O2 to an Openreach-based provider (or the other way around), One Touch Switch applies. The process may involve additional installation steps because the underlying network infrastructure is different, but the coordination is still handled by the new provider.

What if I am moving home at the same time as switching?

Moving home and switching provider are separate processes. One Touch Switch is designed for situations where you stay at the same address but change provider. If you are relocating, you will need to place a new order for your new address. Some providers let you transfer your contract to a new property, but availability depends on the network at the new location. See our moving home broadband guide for step-by-step advice.

What to do next

If you are ready to switch, here are the next steps:

Work through the broadband switch checklist to make sure you have covered the basics before ordering.
Visit the switching hub for links to provider-specific switching pages and tools.
Compare broadband deals by postcode to see what is available at your address right now.

Compare broadband deals by postcode

Source note: process details in this guide were reviewed against Ofcom: switching your broadband provider and provider obligations under the General Conditions of Entitlement (GC C7). Last checked March 2026.