Switching broadband will be MUCH quicker with new ‘one touch’ service – here’s what you need to know

Broadband customers will be able to switch providers faster and more easily thanks to new “one-touch” switching rules that come into effect on September 12.

Switching broadband providers can be a complicated and time-consuming process these days, potentially leaving households without internet access for up to two weeks.

But the long-awaited one-touch switching service aims to simplify and speed up the process, with consumers simply having to tell their new provider that they want to switch and it will take care of the rest. Ideally, the switches would be completed within a day.

But the service faces some teething problems as not all broadband providers will be ready for the Sept. 12 start date.

Here’s everything you need to know about one-touch broadband switching.

How does broadband switching currently work?

There are currently two systems for broadband switching.

The quickest and easiest way is if you want to switch from one broadband company to another using the same network.

For example, BT, EE, TalkTalk and Sky all use the Openreach network to provide internet to your home. To change provider, you simply need to contact the company you want to switch to. They will guide you through the process.

The other way to change broadband providers is more complicated and occurs if you want to switch between two companies that don’t use the same network (for example, switching from BT to Virgin Media, which has its own network).

In this case, you will need to inform your current provider to cancel your broadband and then contact your new broadband company to set up a new one.

That process takes about two weeks on average, which can be a long time without internet access.

How does one-touch switching work?

The idea is that you would just need to contact your new broadband provider, who will then handle the switching process and cancel your old internet contract for you.

This would apply regardless of which network you use, in the same way that the Current Account Switching Service handles the exchange of current accounts between banks.

The one-touch switching service is being pushed by telecoms regulator Ofcom.

To switch, you must provide your new broadband company with your personal details such as name, address, account number, phone number and the name of your current provider.

The broadband company you want to switch to will do the rest, using a new platform from The One Touch Switching Company.

The process could take as little as one day and you will receive compensation if any problems arise and your Internet service is interrupted for more than one day.

When will the one-touch switch occur?

Technically, some consumers have already used the service, as broadband companies have been testing it for select customers.

But the one-touch shifting is now scheduled for widespread rollout on Sept. 12, 2024, after being delayed more than a year from its original start date of April 2023.

However, customers who try to switch just after that date may find they are still using the current cumbersome system.

That’s because many broadband companies aren’t yet ready to make a switch at the push of a button, even though they have an extra 17 months to get everything in order.

Ofcom said on 5 September 2024 that it would not delay the start point again, but gave broadband companies an extra six weeks to implement one-touch switching, if they need it.

In practice, this will mean that many consumers will be able to switch providers in just one day from 12 September, while others may be forced to rely on the old system until the end of October.

There will be few ways to predict whether this will affect you or not, as some providers may be able to switch some customers quickly, but need to take longer for others.

Find the fastest and cheapest broadband, and see if you can save

Broadband, TV and phone contracts are notoriously strict and customers often let deals drag on for many years while providers jack up prices.

But you may be able to get faster broadband, a better TV package and a better phone deal, while saving money every month.

It’s always worth shopping around to see if you can save, especially now that the cost of living crisis is raging.

This is Money has partnered with Broadband Choices to give readers the ability to easily search for the best and cheapest deals on their broadband, mobile and TV.

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