BroadbandSwitch.uk Publishes Free One-Touch Switch Map After 3.4 Million UK Starts

BroadbandSwitch.uk has published a free process map and two-minute video explaining UK broadband switching as Ofcom says 3,431,195 people started a One Touch Switch between September 2024 and 3 September 2026. The guide aims to make the nine-step process, customer rights and common failure points easier to understand as households look for ways to cut bills.

Why it matters: - Broadband switching affects household budgets, especially for customers out of contract. - Ofcom says 28% of broadband customers are out of contract. - Ofcom says in-contract customers spend £7 to £9 a month less than out-of-contract customers. - Ofcom also says many bundled customers could save more than £100 a year. - BroadbandSwitch.uk’s map and video are meant to clarify a process that can affect whether customers keep service, avoid fees and capture savings.

What happened: - BroadbandSwitch.uk published a free switching hub with a process map and a two-minute animated video. - Ofcom counts 3,431,195 One Touch Switch starts from the launch of the process in September 2024 through 3 September 2026. - The switching hub is available as a PDF and PNG, and the explainer video is also on YouTube. - The hub includes the six rights quoted from Ofcom and a transcript. - The source page includes more information.

The details: - One Touch Switch covers home broadband and landline moves at the same address. - The customer contacts only the new provider. - The new provider manages the switch through the TOTSCo industry hub. - The old service should stop automatically. - A switch has nine steps. - The customer completes steps 1, 5 and 9. - Step 1: The customer orders from the new provider and gives the address, current provider and services to switch. - Step 2: The new provider sends a match request through the hub. - Step 3: The old provider matches the account using the address first and then the surname. - Step 4: The old provider sends switching information by email, text or post, including early exit charges. - Step 5: The customer says yes or no. - Nothing happens without a yes. - Step 6: The new provider books the switch date. - Ofcom designed the process so a switch can take just one day where technically possible. - Step 7: The new service goes live. - Step 8: The old service and billing stop, with no notice charges after the switch date. - Step 9: The customer plugs in the new router and is online. - Ofcom says any loss of service should not last longer than one working day. - Ofcom says customers have 14 calendar days to cancel an order. - Ofcom says providers must tell customers about charges before they switch. - Ofcom says the old provider must not charge notice fees after the switchover date. - Ofcom says the old service should cease automatically once the new service is working. - Ofcom says providers in the voluntary compensation scheme must compensate customers in certain cases, including service loss beyond one working day or a missed confirmed appointment.

Between the lines: - The release is aimed at reducing confusion at the first step of switching, where provider-to-provider matching can fail. - TOTSCo’s September 2026 hub figures show 623,500 match requests, 402,414 confirmations and 215,947 match failures. - TOTSCo says the end-to-end success rate will be higher than the hub match rate because many requests are repeat attempts. - The highest match rate observed between two larger providers is 83%. - BroadbandSwitch.uk says many customers still think switching requires a difficult call to the provider they are leaving. - Adrian James, broadband editor at BroadbandSwitch.uk, said the map was created because nobody had shown the whole process on one page and the match failures show people need it. - The company also notes that customers can usually fix a failed match by using the address on the latest bill, the surname on the account and the account number if available. - Social tariffs can be switched to at any time, free of charge, where a provider offers one. - Ofcom said 70% of eligible households were unaware of social tariffs in October 2025. - Ofcom said 532,000 customers were using a social tariff in June 2025. - Ofcom’s Group Director, Infrastructure and Connectivity, Natalie Black, said customers should check whether they are in or out of contract, compare offers and switch if it is right for them.

What's next: - Customers can use the switching hub to compare deals by postcode, choose a provider and let the new provider handle the rest. - Ofcom says a switch can take longer if an engineer visit or new equipment is needed, and the new provider should explain that before the order. - If something goes wrong, customers in the automatic compensation scheme can use the compensation calculator on the switching hub. - Customers who cannot resolve a complaint can go to the Communications Ombudsman or CISAS for free after six weeks. - Business switches are not required to use One Touch Switch, and customers moving home should ask their provider how the move will be handled. - Pay TV and other add-ons in a bundle may need to be cancelled separately.

The bottom line: - Broadband switching in the UK is now a structured, rights-based process, but customers still need clear guidance to avoid failed matches and missed savings.