How One Touch Switch works
The process is intended to make switching easier, quicker and more reliable. You do not normally need to arrange a separate cancellation call for the broadband service being switched.
Choose a new provider
Compare availability, monthly price, contract length, upload speed, router quality and any installation requirements.
Give your details
The new provider asks for details such as your address and current provider so the existing service can be matched.
Read the switching information
Your current provider sends information you need before confirming, such as charges and impacts on other services.
Confirm the switch
If you are happy with the information, confirm with the new provider and choose a preferred date where possible.
New service goes live
The new provider manages the switch and tells the old provider once the new service is working.
Check final billing
After the switch, check your final bill, equipment return instructions and any remaining services.
What to check before confirming
Early termination charges
If you are still inside a minimum term, check whether leaving early creates a fee.
Bundles
Broadband, landline, mobile and TV bundles can be affected differently. TV services may need extra attention.
Landline number
If you still use a landline, check number porting and whether any phone service changes matter to you.
Provider email
Some provider email accounts may be closed, charged for or changed after you leave.
Equipment returns
Routers, TV boxes or mesh nodes may need returning to avoid charges.
New price terms
Check introductory discounts, contract length, in-contract price rises and post-contract pricing.
Will you lose broadband during the switch?
One Touch Switch is designed to reduce avoidable downtime. A short interruption can still happen, especially where installation work, new equipment, number porting or a different network is involved. If you work from home or rely on broadband for calls, plan the switch date carefully.
If a switch goes wrong, keep records of order dates, promised start dates, appointment times, service loss and any messages from both providers. These details help if you need to raise a complaint or check potential compensation.
When One Touch Switch may not be enough on its own
Most residential broadband switches should follow the process, but you may still need to take extra care if you are moving a bundle, cancelling TV, changing business broadband, moving home, relying on a provider email address or deliberately wanting overlap between the old and new service.
You can choose to manage your own switch if you want overlap, but then the One Touch Switch process may not apply in the same way. That can be useful when you need a new line installed before cancelling the old service, but it also means you need to manage billing dates yourself.