Ofcom New plans for seamless broadband switching

Posted on 03/02/2021

As an advocate of One Touch Customer Switching FCS welcome Ofcom’s new plans for seamless broadband switching.

Broadband and landline customers would benefit from quicker, simpler and more reliable switching, under Ofcom plans to introduce a new ‘one touch’ process.

Following an Ofcom rule change in 2015, customers switching between providers such as BT, Sky and TalkTalk on Openreach’s copper network can already follow a process where their new provider manages the switch. But others are still left facing extra hassle to switch.

Customers switching between different networks or technologies – for example, from a provider using the Openreach network to one using CityFibre’s, or from Virgin Media to Hyperoptic – currently need to contact both their existing and new provider to co-ordinate the switch. This includes trying to make sure there is no gap between the old service ending and the new one starting.

In October, we put in place new rules that include requiring the new broadband provider to take the lead in managing the switch, regardless of whether the customer is moving between different networks, or to a full-fibre service on the same network.

We are now consulting on proposals to introduce a new ‘one touch’ process, which would make it easier for all residential broadband customers to take advantage of the range of deals available in the market. Our reforms will also make it quicker to switch – in as little as one day if technically possible.

Today’s consultation will close on 31 March 2021, and we aim to publish our decision in the summer.

A news release is available with more detail.

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