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What is One Touch Switching?
Want to know more about the new industry switching process changes? You've come to the right place!
In September 2021, the regulator Ofcom announced its proposal to implement a new industry-wide switching process termed ‘One Touch Switching (OTS)’, outlining a new framework of rules providers must follow during the switching process.
Ofcom's intention with this new framework is to support residential customers in making informed switching decisions when looking to change their fixed voice and broadband service provider in a quicker and easier manner.
The core concept of the one touch switching (OTS) process is to have the gaining provider – the customer's new provider – manage the entire switching process with the cooperation of the losing provider (the customer's current provider).
The new framework came into place as of 12th September 2024.
How does One Touch Switching work?
Ofcom's intention with this new framework is to support residential customers in making informed switching decisions when looking to change their fixed voice and broadband provider in a quicker and easier manner. The main objectives are to:
Reduce complexity: Simplify the steps involved in switching providers.
Enhance customer experience: Minimise the disruption and downtime during the switch.
Empower consumers: Enable customers to make better-informed decisions regarding their service providers.
Switch in three easy steps
Step 1
Contact new provider to request services and provide details.
Step 2
Automatically get important switching information (e.g. early termination charges) from current provider. Get contact details from new provider and consent to switch.
Step 3
New services begin on agreed date and old services cease.
OTS has been live since 12th September 2024. This means that it is now easier for you to join Zen from another provider or change your services from Zen to another provider, but use of OTS may not always be possible. Please refer to our Non-OTS process for more information.
One touch switching FAQs
Introduction to One Touch Switch (OTS):
Introduction to One Touch Switch (OTS)
One Touch Switch (OTS) is a new industry-wide process designed to make switching broadband providers simpler and faster. It allows customers to change their broadband service provider by only contacting their new provider, who will handle the entire switching process on their behalf.
OTS was introduced to streamline the process of switching broadband providers, to reduce hassle for customers. It simplifies the switching process, ensuring providers can manage the switch efficiently and smoothly.
Yes, the One Touch Switch process is mandatory for consumer services from all UK broadband providers. This regulatory change ensures a more efficient and customer-friendly experience, making switching services straightforward. All providers must comply with this new system to enable easy switching between services.
Only mandatory for consumer services at the moment.
Process and steps:
Process and steps (OTS)
The OTS process involves three main steps:
1. Matching: Your new provider (Gaining Provider) contacts your current provider (Losing Provider), to confirm your details and the services you’re switching. This ensures that they have the correct information to start the switch.
2. Starting the switch: Once your new provider has found your existing service, the switching process is started.
3. Completing the switch: Your existing service is stopped by your current provider and your new service is started.
You will need to provide the address your service is installed at, your name, and the name of your existing provider. You might also need to provide some account details, such as a username, account number, for your current provider. This helps ensure a smooth match and switch.
If there is an issue, your new provider will guide you through resolving it. This might involve providing additional details or verifying your service address. If a match cannot be found, you may need to correct any inaccurate information before continuing. Your provider will be able to support with any complications.
Once you’ve placed your order with us we will keep you informed of the steps involved and will send you a confirmation email when your new service with Zen is live.
Eligibility and requirements:
Eligibility and requirements(OTS)
Yes, all consumer customers with fixed broadband and voice services in the UK are eligible for the OTS process. Whether you’re with a large national provider or a smaller, local provider, you can benefit from One Touch Switching.
Scheduling and timing:
Scheduling and timing(OTS)
Yes, you can choose a preferred date for the switch during the OTS process. Your new provider will do their best to accommodate your preference.
The switching process typically takes a few days, but this can vary. Your new provider will give you a specific timeline once the switch is started.
Costs and charges:
Costs and charges(OTS)
There are no fees for using the OTS process itself. However, depending on your current contract status, and the service you are moving to, you may need to pay early termination fees, a final bill, or activation charges. You will be made aware of any of these charges before you agree to switch.
Your broadband costs will depend on the plan you choose with your new provider. You should carefully review your new plan before you make the decision to switch.
Impact on current provider:
Impact on current provider(OTS)
No, your new provider handles the entire switch, including notifying your current provider of your intention to switch and asking them to cancel the service.
Your current service will remain active until the switch is completed. You may experience a brief period without service on your activation date, but this is usually very short.
Post-switch considerations:
Post-switch considerations(OTS)
Current consumer laws apply to OTS so you will still have a 14 day “cooling off period”. If you decide to return to your old provider, you should confirm with your current provider if there are any charges to pay. Please note however that there is no ‘undo’ option. Any switching between broadband providers will follow the standard OTS process.
While the OTS process is designed to minimise downtime, there might be a very brief period on your agreed activation day when your service is unavailable. Please contact your new provider if you have any concerns about this.
Account and contact information:
Account and contact information(OTS)
Your current account information can be found on your latest bill or by logging into your account on your current provider’s website.
Contact your new provider for any questions about the switch. They are responsible for managing the switch process and can provide you with updates and assistance as needed. If you need help with specific details from your existing account, contact your current provider.
Your telephone number is often used as a service identifier, especially if you have a voice service bundled with your broadband. Providing it helps your new provider to correctly identify your service and account. We'll also need to know your existing telephone number if you’d like to keep it when making the switch
