Ofcom has closed its enforcement programme for the One Touch Switching (OTS) system for residential customers, signalling that the regulator is broadly satisfied with how the broadband and phone switching process is now performing. On 3 April 2023, Ofcom introduced new rules regarding the process for residential customers to switch their broadband and/or landline services. Ofcom opened an industry-wide enforcement programme as industry failed to implement OTS by the stated deadline.
The statement highlights that OTS was successfully launched for most customers on 12 September 2024 and in January 2025 Ofcom issued a formal information request to understand the issue and its impact on consumers. Ofcom concluded that, across industry as a whole, the majority of customers are successfully switching providers using OTS, although some providers were using an alternative switching method (i.e. something other than OTS) when repeated match attempts via OTS had failed. Ofcom engaged with relevant providers on this point and are now satisfied that usage of this alternative switching method has stopped. Accordingly, Ofcom is now closing this enforcement programme but will continue to closely monitor industry-wide compliance with our OTS rules.
The system is also in the process of being extended to business connections.CCUK has produced draft guidance for how business switching should work, built around a Gaining Provider Led (GPL) model. Members who wish to discuss this in more detail are encouraged to get in touch via team@commscouncil.uk.