A deadline for broadband providers to implement Ofcom’s new, simplified switching process looks increasingly likely to be missed.
The One Touch Switch initiative is designed to make it straightforward for customers to change broadband providers, similar to how people switch bank accounts or mobile networks. Under the new process, customers would no longer need to contact their old provider directly, and moves between different network operators — for example, from Openreach-based services to Virgin Media — could be completed in a single day.
Research from Uswitch shows that more than a third (36%) of broadband customers have never switched provider. That suggests many households could be missing out on savings at a time when every reduction in bills matters to help relieve cost-of-living pressures.
“With many customers facing bill rises, a simplified switching process would have been a welcome tool for those seeking an easy way to save money,” said Alex Tofts, Broadband Expert at Broadband Genie. He added that a common barrier is the perception that switching is complicated and risks a temporary loss of service or paying both providers at once, discouraging people from taking action.
Despite the intended benefits, industry sources and providers are warning that the sector will not be ready to meet the planned 3 April 2023 deadline.
One anonymous provider told Broadband Genie that the industry-wide delivery is being coordinated through TOTSCo (The One Touch Switching Company), which is responsible for procuring and operating a central “hub” solution that connects every provider’s systems and facilitates the One Touch Switch.
“The industry is delivering this via TOTSCo, which is currently in the process of procuring a ‘hub’ solution on behalf of all providers. As I understand it, this has not happened yet.
Once a solution has been procured and built which plugs into providers’ systems and facilitates One Touch Switch, providers will need to run an extensive testing and implementation period. As you can imagine, all of that will take a long time.
You’ll no doubt be aware that the target is to deliver in April. Quite frankly, it’s impossible for the industry to be ready for that.”
Ofcom has previously warned the deadline might not be met but has not issued a formal update on any change to the timetable.
Tofts criticised both Ofcom and TOTSCo for leaving providers lacking clear guidance. “Some blame has to be laid at Ofcom’s door, as well as The One Touch Switching Company, which was established to help with the transition. Providers have been left in the dark and given little direction,” he said, noting that the regulator’s inconsistent focus on mid-contract price rises contrasts with what he sees as a failure to simplify switching for consumers.
Ofcom rejects that characterization. An Ofcom spokesperson said it is the responsibility of all providers to comply with regulatory rules and that the new switching requirements have been widely publicised. “We’ve been talking to industry throughout the process,” the spokesperson added.
Some industry observers have also raised concerns about gaps in the published switching plans, particularly the risk of “slamming” — where a customer’s service is transferred without their consent. Ofcom says the One Touch Switch system includes safeguards to prevent that risk.
The regulator explains that a switch order cannot proceed without a successful match, which requires multiple pieces of information about the customer and their services. If the gaining provider supplies correct information, the losing provider must send a notification to the customer informing them of the pending switch. That notification can be issued immediately and will name the gaining provider, offering an additional layer of protection against unauthorised transfers.
Ofcom has also signalled it could take action if providers fail to meet the deadline. A spokesperson said the regulator is “very concerned at the rate of the industry’s progress” and emphasised that these changes are important for making switching quicker, easier and more reliable. “We are closely monitoring this situation as it develops and putting pressure on the industry to meet the requirements. If the deadline is not met and companies are not complying with our rules when they come into effect, we will decide what action is appropriate to take,” the spokesperson said.
For now, UK broadband customers who want to check whether they are on the best available deal can use comparison services such as Uswitch to review plans and pricing and potentially secure savings without relying on the new switching framework.
Update: Comments from an Ofcom spokesperson have been added.
(Photo by Steve Johnson on Unsplash)
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