Switching broadband has historically been a daunting process. You would previously have had to consider the potential service disruption, communicate the change between your current and new provider – taking up a lot of your time and effort.

Thankfully, a new development in the industry is set to make everything a lot simpler — and more painless. If you’re looking to switch to full fibre broadband or simply a different provider, One Touch Switching is the way to go.

What is One Touch Switching?

If you’re thinking of switching broadband providers, One Touch Switching (OTS) means you’ll only need to contact your chosen new broadband provider to start the process. This applies whether your new provider uses the same network as your old one, or if you’re switching to a completely new full fibre network.

While the OTS process was announced by Ofcom in late 2019, it did not become mandatory until September 2024. From this point, all you will have to do is alert your new provider — they will handle the process, and you can enjoy your new broadband services.

Options for switching broadband

There are two options to choose from if you are thinking of switching broadband providers:

• Classic switching between networks — this ‘traditional’ method involves two-provider coordination involving you arranging cancellation and installation dates between both providers.

• One Touch Switching, also known as one-touch switch, means you only need to discuss your switch and exchange personal details with your new broadband provider — they’ll handle the rest.

You will face early termination charges from your current provider, if you switch while still in your contract. However, some people find this cost is worth it if they’re switching to a higher-quality broadband service – especially if that is cheaper!

What are the challenges around switching broadband?

Before the wider availability of One Touch Switching, 20% of people considered switching their broadband in 2024, only to delay or decide not to. This is because the process of switching could be drawn out and inconvenient, with roadblocks such as:

• Unknown cancellation fees — lack of clarity on exit fees can make it challenging to know if this cost is within a household's budget.

• Downtime between services — this can range from hours to days or even weeks (in rare cases). Some providers can take weeks to get appointments set up, which just isn’t feasible for many people - such as remote workers who rely on a consistent at-home connection for their jobs. Community Fibre can install within 48 hours to keep the whole process as hassle-free as possible.

• New installations — in some cases you may move to a new property where full fibre broadband has never been installed. If that’s the case, you’ll need to arrange for your new provider to send an engineer out to you. Depending on how close your home is to their network, this can take some time to complete. We can install within hours if you’re moving into a property with an existing Community Fibre connection.

• Fear of the unknown — from being unsure if you’re getting a better deal to worrying that you’ll receive lower speeds for your trouble, many worry that a new provider won’t resolve their challenges — even if they aren’t 100% happy with their current arrangement.

• Incentives from your old provider to keep you — some broadband services will offer you incentives to stay, which can lead to multiple phone calls and long periods of re-evaluating if switching is really the best action for you.

In the past, many of these factors have come together to stop people from switching to better deals or providers that suit their needs.

How does One Touch Switching work?

In simple terms, One Touch Switching works like this:

1. You choose a new provider. This often involves researching bandwidth, plan pricing, download/upload speed, and connection type to make sure your new provider can meet your needs. Bandwidth is shared across all devices, so you’ll need higher bandwidth capacity to keep up with the demand when there are lots of devices connected. Community Fibre’s broadband packages offer speeds up to 3 Gbps to meet the needs of everyone in your household.

2. You place an order with your new provider requesting OTS. They’ll contact your old provider who will send you information to explain any early termination fees and other details you need to make an informed decision and officially begin your one-touch switch. Share your details with your new provider to allow them to match up your details correctly and proceed with OTS. The surest way to get a match is to use the details as shown on your bill from your current provider. If they are unable to find a match, then you’ll still be able to switch, but you’ll have to use the old method!

3. Your new provider coordinates your switch. They will agree a start date with you, and then tell the old provider what the switchover date is. Unlike the old process, you don’t need to contact your current provider.

4. Your new provider sets up your service. They will let your old provider know when this has been done. Once your old provider gets this notification, they will cancel your contract with them and send you a final bill for any outstanding charges or credit due. This ensures you don’t experience any service downtime, as if the new provider has any problems getting you set up, the old provider can continue to provide service — so you can get through the switch seamlessly.

5. You can sit back and enjoy a seamless transition to the broadband of your choosing. In some cases, you won’t even need to wait for an engineer to visit before your connection is live.

The benefits of One Touch Switching

As you can already imagine, One Touch Switching provides a significant improvement on traditional methods of changing broadband. These benefits include:

Simplified broadband switching process

You don’t have to act as a go-between caught in the middle of your old and new providers. This means no more lengthy calls and conversations trying to convince you to stay with your old provider, and a simpler experience overall.

Save time and enjoy your new broadband faster

With your new provider handling communications, service cancellations and setup, you’re less likely to experience any errors or speedbumps along the way. This means a faster setup with no downtime compared to previous methods of switching, as well as fewer forms for you to fill out along the way.

Fewer issues overall — and automatic resolution

Not only does your new provider handle the switching process, but you’ll also enjoy simplified problem resolution with One Touch Switching. Most switching-related technical or admin issues can be dealt with before you’re even aware of them. At the very least, you won’t be a liaison between providers, and your direct involvement won’t be necessary. All you need to do is wait for your new provider to sort out any issues.

Better prices and services for you 

With One Touch Switching becoming the new industry standard thanks to Ofcom, this means the pressure is on for providers to provide the best possible switching experience for you.

Ultimately, broadband customers can expect a better experience across the board, with more freedom of choice as the result of OTS.

One Touch Switching with Community Fibre

Community Fibre makes switching hassle-free and risk-free, with some switches taking as little as 48 hours to complete. With a commitment to OTS, you can expect continued excellence from your broadband connection when you choose us.

Explore Community Fibre’s broadband packages and discover unbeatable speeds at unbeatable prices.