The One Touch Switching Company (TOTSCo), which is the industry-led company that is helping to implement Ofcom’s solution for easier and quicker UK consumer switching between broadband and phone providers (One Touch Switching), has revealed more details about its efforts to introduce support for business connections too.

The current OTS system is a largely automated Gaining Provider Led (GPL) process, where the customer contacts their new (“gaining“) ISP to start and manage the process on their behalf. But the new process is, technically, only a requirement for residential customers. Ofcom has previously stated that this is because “business and residential customers can sometimes have different needs when switching and that there is diversity among business which means it may not be appropriate to specify certain rules that would apply to all business customers in the same way as to residential customers.”

The catch in all this is that businesses are still required by Ofcom to follow most of the same rules (i.e. Ofcom simply have not specified what the process should be for business ISPs) and so, in practice, many business providers will end up using OTS, and thus TOTSCo, too. Consequently, TOTSCo is now starting to focus more on the development of a Gaining Provider Led Business (GPLB) Switching Industry Process.

According to a new briefing, which was spotted by Thinkbroadband, the GPLB Steering Group (GPLB SG) within TOTSCo is now “nearing completion” of its work on the new process for providers that might “wish to use it“. This is naturally based on the same foundations that have already been developed for consumers. The first integration testing of all this is currently anticipated for Q2 2025.

TOTSCo Statement

TOTSCo has retained members of its OTS delivery team, both in-house and at our technical partner, Tech Mahindra. They will impact-assess the required changes to the hub and propose to the TOTSCo board a costed plan and delivery timeline. Once approved, these plans will be shared with all stakeholders. This is likely to be in early 2025.

We envisage the path to GPLB Switching go-live will closely follow the OTS path, including onboarding, simulator testing, integration testing and completing industry trials. We are optimistic that users will be able to start integration testing with the TOTSCo GPLB Switching solution in Q2 2025. Please note, this timeline is indicative and non-binding and we will confirm the timeline in early 2025.

The company recently met with a number of larger providers (e.g. BT) to confirm the viability of the programme and those representing a significant combined market share are said to have indicated that they “intend to use and are prepared to fund a TOTSCo solution“, which has given TOTSCo the “confidence to proceed with the GPLB solution” without introducing financial risk.

However, it is noted that some of the Managed Access Providers (MAPs), which represent different groups of providers, are considering a GPLB offering based on a “network of hubs” rather than TOTSCo’s single central hub. But TOTSCo has pledged to engage with these solution-providers as they develop their plans and said they “are open to undertaking additional development work to enable TOTSCo’s solution to interconnect with them.”

Low-cost internet provider Plusnet, which is part of the wider BT Group, has got itself into a bit of hot water with a small collection of their old legacy email users after leaving them unable to access their inboxes for several weeks. But despite the passage of time, the provider still won’t say what has caused the problem or when it will be fixed.

The issue appears to have started, at least for those who raised it with ISPreview, around 11th November 2024 (although others say it started a week later). Since then a member of the provider’s support staff has at least acknowledged that the problem is “affecting all Madasafish email accounts” (e.g. those with the @ic24.net domain and others).

As one of those affected told the provider: “I am 81 years old and e-mail is a lifeline to contact Doctors etc if the phone line fails, so therefore I must have your immediate help to restore my e-mail service.” But thus far, the provider has only been able to reassure those impacted that their “support teams are actively working to resolve it as soon as possible“.

A Spokesperson for Plusnet told ISPreview:

“We are very sorry that a small number of Plusnet customers are unable to access their email. We are working to fix this as soon as possible and apologise for any inconvenience caused.”

The impacted users typically reflect those that have been using the service for a good decade or two. The chances are good that most of you won’t have heard about the once popular little ISP called Madasafish, which following BT’s purchase of the Brightview group was ultimately merged into Plusnet all the way back in late 2007. The provider then continued to operate under its own brand until 2015, although Plusnet has maintained its email facilities and related domains for users.

ISPreview has long advised broadband users to avoid using email solutions provided by your ISP as this can limit flexibility when seeking to switch providers, not to mention that many internet providers (those that still offer email) tend to treat it as a bit of a second-class service. Suffice to say, it’s often far better to spend a few pounds on a dedicated email provider or to simply use a free email solution from Google, Microsoft or others.

Mobile telecoms giant and UK ISP Vodafone has revealed that their roll-out of IPv6 internet addressing for fixed broadband customers, which began at the tail end of 2023 with a “limited trial” (here), has now reached 76% of subscribers and they “aim to reach 100% by the end of this fiscal year” (i.e. 31st March 2025).

Internet Protocol (IP) addresses help to connect your software and devices with others around the online world – like an ID number for your connection. The deployment of IPv6 is thus taking place due to the exhaustion of existing IPv4 address space, which are now in short supply and buying additional v4 addresses has become an increasingly expensive task for internet providers. But we’ll save the extended history lesson for another day.

Sadly, the longer form IPv6 addresses are not directly compatible with older IPv4 addresses, and so the two will need to run side-by-side for many years to come. But this creates some added costs and complications for ISPs that implement it. Some providers have thus been dragging their feet on adoption for years, preferring instead to rely on their existing pool of IPv4s, which has only become harder with the passage of time.

The good news is that IPv6 adoption in the UK has risen, albeit slowly, from 0.19% in the spring of 2014 to 48.6% in the autumn of 2024. But some major fixed broadband ISPs continue to lag behind, including Virgin Media, TalkTalk and the majority of mobile operators. Vodafone used to be on the list too, but that started to change in mid-2023 with a limited customer trial, which was later expanded to new customers and then gradually to existing customers through 2024.

The operator’s Kester Paine (Vodafone’s Fixed Access Engineering Team) recently gave an interesting speech to the UK IPv6 Council (see the video at the bottom) about all this, which offered an update on their progress and revealed how 76% of their fixed broadband subscribers have now been enabled for IPv6 and they “aim to reach 100% by the end of this fiscal year“.

Some 38% of Vodafone’s consumer broadband traffic is currently using IPv6 and Kester said they’d “like to see this grow to around 60% to 70% in the next year,” although there are only “limited ways in which we can influence this.” In addition, Kester revealed that “total traffic, so IPv4 + IPv6, has grown significantly. But whilst we used to see a growth rate of around 35% per subscriber per year, this now seems to be down to around 15-20%.”

At the end of the video, Kester was also asked a few questions, including one that queried whether Vodafone were looking to give customers the option of having a static prefix. Kester responded to say that they perceived CGNAT (IP address sharing) as being “kind of inevitable” for IPv4 addresses, but that giving customers the option of having a static prefix was not on the cards “at the moment” and seemed like a “bit of a niche use case“. We should add that Vodafone customers have, generally, often been able to get a static IP by making a manual request to support.

Finally, the Council gave Kester a cheeky nudge to now get on with the job of doing IPv6 for mobile, which may be a matter for a different team. You can see the video of Kester’s speech below and the slides here. In addition, Sky Broadband’s Richard Patterson also provided an update on their semi-recent adoption of MAP-T, which we’ve covered before (here).

News 

The new equipment deal will support Indosat’s ongoing rollout of mobile technology across the nation 

Indosat Ooredoo Hutchison (IOH) has announced a new partnership with Nokia to expand its 4G and 5G networks across Indonesia. The collaboration will see IOH deploy Nokia’s advanced multiband radio technology and baseband solutions to improve network coverage and service quality in key regions. 

IOH and Nokia will work together on several key objectives, including boosting revenue growth, improving customer retention, and optimising the network. By incorporating AI and machine learning tech, the partnership will also look to streamline network investments and enhance efficiency, particularly in high-demand areas. 

While this deal primarily focusses on 4G and 5G mobile services, it will also explore various Fixed Wireless Access (FWA) solutions, aimed at bringing broadband to underserved regions. The introduction of FWA is expected to improve internet access in rural and remote areas, supporting digital inclusion and driving economic development across the country. 

“By leveraging our state-of-the-art Radio Access Network solutions and AI-driven capabilities, we are empowering IOH to build a robust, future-ready network. This deal not only reinforces our leadership in the 4G and 5G space but also deepens our commitment to supporting Indonesia’s digital transformation and growing mobile ecosystem,” said Tommi Uitto, President of Mobile Networks at Nokia in a press release. 

Keep up to date with the latest international telecoms news by subscribing to the Total Telecom daily newsletter

Also in the news:
Cubic Telecom and Skylo partner for satellite capabilities for vehicles
TFL announces full 4G coverage on London’s Elizabeth Line
CMA finally approves Vodafone–Three merger  

News  

The ongoing cyber-attack was first reported in October

The US Federal Communications Commission (FCC) is pushing for stricter cybersecurity rules for telecom providers after what experts are calling the worst hack in US telecommunications history.  

FCC Chairwoman Jessica Rosenworcel unveiled plans to require carriers to bolster their defenses against cyberattacks, responding to an incident allegedly tied to Chinese state-tied hackers last month 

The attack, linked to a group known as “Salt Typhoon,” exploited vulnerabilities in systems used for lawful surveillance, potentially exposing sensitive communications.  

Senate Intelligence Committee Chairman Mark Warner called it “the worst telecom hack in our nation’s history – by far.” 

Rosenworcel has proposed a new framework that would make it mandatory changes to for telecom providers to secure their networks from unauthorised access. If adopted, the FCC would immediately enforce these requirements under the Communications Assistance for Law Enforcement Act (CALEA). 

To ensure their compliance, telecom providers would need to submit annual certifications confirming they have up to date cybersecurity risk management plans in place. These measures are designed to address weaknesses exposed by the recent breach and prevent future incidents. 

“The cybersecurity of our nation’s communications critical infrastructure is essential to promoting national security, public safety, and economic security,” said Rosenworcel. “As adversaries grow more sophisticated, we need to modernise our defenses.” 

The FCC will also seek feedback on additional cybersecurity requirements for a broader range of communications providers, aiming to strengthen protections across the industry. 

The proposed rules come as the US grapples with the fallout of the recent Salt Typhoon cyberattack. Hackers reportedly gained access to confidential data by exploiting wiretap requests sent to telecom companies by federal agencies. The breach has raised questions about the adequacy of current security standards and whether telecom providers are prepared to fend off sophisticated cyber threats. 

Last month, senators met with telecom executives and federal officials to discuss the attack, emphasising the need for better collaboration between the government and private sector. 

A government statement described the meeting as a chance to “share intelligence and discuss the People’s Republic of China’s significant cyber espionage campaign targeting the sector.”  

While the names of the companies involved were not disclosed, it’s believed that major players like AT&T, Verizon, and Lumen were affected. 

China has strongly denied the allegations, with embassy spokesperson Liu Pengyu calling them a “distortion of fact” and accusing the US of spreading disinformation for geopolitical purposes. 

Join us at next year’s Connected America, 11-12 March in Texas. Get discounted tickets here! 

Also in the news:
Cubic Telecom and Skylo partner for satellite capabilities for vehicles
TFL announces full 4G coverage on London’s Elizabeth Line
CMA finally approves Vodafone–Three merger  

Press Release

Cubic Telecom, a leading global provider of software-defined vehicle (SDV) solutions, and Skylo Technologies, the pioneer in non-terrestrial network (NTN) communications, have unveiled a commercial partnership that will see Cubic’s connectivity solution extended to include access to Skylo’s global network. As part of this partnership, Skylo’s NTN solutions will be offered as a network connectivity option on Cubic’s industry leading solutions.

With Cubic connecting more than 21 million vehicles in over 190 countries, this new partnership enables global network coverage using standards-based NB-NTN chipsets and an efficient messaging protocol that maximizes the benefits of satellite connectivity. Skylo’s satellite network allows seamless switching between cellular and satellite, ensuring reliable communication for critical vehicle use cases, including location tracking, remote diagnostics, vehicle unlock, and emergency communications.

The new partnership aims to enhance NTN use cases, particularly in emergency communications. Satellite communication offers superior reliability and coverage, ensuring real-time communication in critical situations. This capability is essential for supporting emergency response teams, making a significant impact during disaster missions and helping to save lives.

“By integrating Skylo’s NTN capabilities with our software-defined vehicle solutions, we are elevating critical vehicle communications to new heights of energy efficiency, smart technology integration and robust security. This collaboration allows us to optimise energy usage through intelligent network management, harness cutting-edge smart technologies for seamless connectivity and reinforce security measures to protect data and communications. This will underscore our commitment to innovation, safety and sustainability, ensuring our customers can rely on secure connectivity whether on the road or in remote areas—especially during emergency situations,” said Barry Napier, CEO of Cubic Telecom.

“Skylo’s partnership with Cubic is a key enabler for OEMs to seamlessly bridge satellite and cellular networks for remote vehicle monitoring and control, emergency messaging, and roadside assistance in a cost-efficient way, with service that’s live and available today,” said Parthsarathi Trivedi, Co-Founder and CEO of Skylo. “Operating with a standards-based solution provides automotive OEMs the predictability and reliability they need as they integrate satellite connectivity in their multi-year product roadmap.”

To bring satellite connectivity to new markets around the world, Skylo utilises dedicated, licensed mobile satellite service (MSS) spectrum in existing, globally allocated satellite frequency bands. This allows ubiquitous and continuous coverage in rural and remote areas without requiring mobile network operators to share their valuable spectrum assets.  It also avoids potential network interference that can occur when satellite and cellular networks attempt to share the same frequency bands. The overlay of MSS spectrum does not require exclusion zones and allows for the infill of those micro-holes that often exist in cellular coverage.

Keep up to date with the latest international telecoms news by subscribing to the Total Telecom daily newsletter

Also in the news:
Vodafone to sell off last remnant of Indus Towers stake
China Mobile makes $1bn offer for HKBN
EE airdrops mobile tower into Isle of Skye

News 

Today’s decision marks the culmination of an 18-month review process and paves the way for the creation of a new mobile market leader in the UK 

The Competition and Market’s Authority (CMA) has today approved the £15 billion merger of Vodafone and Three, which will create the country’s largest mobile operator. 

The combined business will have around 29 million mobile customers, topping previous market leader EE’s roughly 25 million. 

The approval of the deal was contingent on the newly merged company adhering to certain legally binding commitments.  

These are: 

• Network Upgrades: Vodafone and Three must deliver an 8-year plan to upgrade and integrate their networks, improving quality and boosting long-term competition among mobile operators. This is expected to cost £11 billion.  The new network will aim to cover 99% of the UK population. 

• Price Caps: For three years, selected mobile tariffs and data plans will be capped to protect Vodafone and Three customers from early price increases. 

• Fair Wholesale Access: Virtual network providers will receive competitive prices and contract terms for three years during the network rollout. 

“It’s a decision that will be looked back on as one of the most pivotal moments in the history of UK mobile,” said CCS Insight’s Kester Mann in a LinkedIn post. “For Vodafone and Three, the outcome is about as good as it could have got. Not only did they secure approval, but the agreed remedies and commitments are less onerous than many had feared.” 

After the merger was first announced two years ago, the deal had been bombarded with criticism that it would harm competition in the UK market, which led to an extensive review by the CMA. This most notably included damning  statements from incumbent operator BT, which argued in a 40-page report that the deal would result in “higher prices, poorer network quality, and reduced incentives to invest – all to the detriment of UK consumers.”  

In today’s ruling, however, the CMA has assuaged these fears, saying they believe the deal will be good for consumers. 

“It’s crucial this merger doesn’t harm competition, which is why we’ve spent time considering how it could impact the telecoms market,” said Stuart McIntosh, chair of the independent inquiry group leading the investigation in the official press release. 

“Having carefully considered the evidence, as well as the extensive feedback we have received, we believe the merger is likely to boost competition in the UK mobile sector and should be allowed to proceed – but only if Vodafone and Three agree to implement our proposed measures.” 

“Today’s decision creates a new force in the UK’s telecoms market and unlocks the investment needed to build the network infrastructure the country deserves. Consumers and businesses will enjoy wider coverage, faster speeds and better-quality connections across the UK, as we build the biggest and best network in our home market. 

“Today’s approval releases the handbrake on the UK’s telecoms industry, and the increased investment will power the UK to the forefront of European telecommunications,” said Vodafone CEO Margherita Della Valle in a statement. 

The merger is expected to be finalised in the first half of 2025.  

Vodafone will hold a 51% stake in the combined company, while Three’s parent company CK Hutchison will retain 49%, with an option for Vodafone to acquire Hutchison’s stake after three years, subject to conditions. 

Keep up to date with the latest international telecoms news by subscribing to the Total Telecom daily newsletter 

Also in the news:
TFL announces full 4G coverage on London’s Elizabeth Line
Vodafone to sell off last remnant of Indus Towers stake
EE airdrops mobile tower into Isle of Skye 

Interview

In the run up to the World Communication Awards 2025, we spoke with shortlisted finalist KT to discuss their 5G journey and some of the most exciting use cases leveraging the new technology

KT is recognised as a global leader in 5G technology. What are KT’s major achievements since launching the world’s first commercial 5G service?

KT successfully launched the world’s first commercial 5G NSA network in 2019, leading the global telecommunications industry with groundbreaking innovation. This milestone went beyond technical advancement, fundamentally reshaping customer experiences and driving innovation across various industries. In 2021, KT further solidified its leadership by rolling out the nationwide Standalone (SA) 5G network, establishing approximately over 220 thousands base stations to provide high-quality 5G services across urban and rural areas

Through its efforts, KT extended network infrastructure to underserved rural regions, reducing the digital divide and ensuring accessibility for all. A notable strategy involved implementing network-sharing models in collaboration with other operators, accelerating the deployment of cost-effective base stations in remote areas.

Beyond connectivity, KT leveraged its 5G infrastructure to introduce tailored solutions for industries like manufacturing, logistics, healthcare, and education. For instance, its cloud-based private 5G network for smart factories has revolutionized operations by enabling real-time data analysis and automation, significantly boosting productivity.

From the customer’s perspective, how does KT’s 5G technology deliver a differentiated experience?

KT has continuously enhanced its customer-centric services by adopting innovative technologies and improving network quality. For instance, the deployment of 5G Small Cell technology ensures stable indoor signals, offering speeds of up to 1.4Gbps. This technology is particularly effective in large-scale venues such as malls, office buildings, and airports, dramatically improving network quality in traditionally weak signal areas​

Additionally, KT’s Reconfigurable Intelligent Surface (RIS) technology uses small antennas installed on walls or windows to reflect and refract signals, ensuring high-quality connectivity in shadowed indoor areas. This solution is especially effective in complex environments where consistent connectivity is critical​.

Moreover, KT’s AI-based customer quality analysis system processes over 1 billion data points daily, enabling real-time detection and resolution of potential network issues. For instance, in complex environments like subway tunnels, this system identifies and addresses network blind spots, significantly enhancing customer satisfaction​.

What innovations has KT achieved by integrating AI and 5G?

KT has seamlessly integrated AI with 5G, expanding its role beyond telecommunications to a comprehensive digital platform. For example, KT’s AiON which combines AI with SDN technology, analyze network traffic in real time, providing automated optimization solutions and enhancing operational efficiency. This system ensures seamless operations in complex environments such as large factories or hospitals, where real-time monitoring is critical to avoid disruptions​.

Furthermore, KT’s AI-based robotic solutions are transforming service delivery across industries. Robots in hotels handle room guidance and item deliveries, while in hospitals, they assist with medication transportation and patient navigation. These solutions not only enhance operational efficiency but also provide personalized interactions for a superior customer experience​.

KT’s voice-based AI assistant, GiGA Genie, is widely used in both households and businesses, while Rangtalk facilitates efficient communication between teachers and parents in educational settings. These applications generate transformative value in everyday life and work environments, showcasing KT’s commitment to innovation​.

How is KT using 5G technology to achieve its ESG goals?

KT places sustainability at the core of its mission, integrating ESG management into its operations. To achieve carbon neutrality (Net Zero) by 2050, KT has developed a four-pillar strategy: transitioning to decarbonization, innovating eco-friendly value chains, improving energy efficiency, and strengthening climate management capabilities. These efforts aim to reduce greenhouse gas (GHG) emissions by 51.7% by 2030 compared to 2021 levels​.

Supporting these objectives, KT optimizes its network infrastructure and accelerates its transition to renewable energy. It has also partnered with suppliers to create a low-carbon supply chain. Additionally, KT promotes resource efficiency through initiatives like producing Genie A set-top boxes with recycled materials and running IT equipment recycling campaigns​.

Digital inclusion is another priority. KT provides IT education and resources to underserved communities, offering digital literacy programs for children, technology training for seniors, and other initiatives aimed at closing the digital divide​.

How does KT plan to further develop its 5G technology in the future?

KT aims to enhance its 5G technology to deliver richer experiences and greater value for both individual and enterprise customers. By leveraging VoNR (Voice over New Radio), KT enables ultra-fast data transmission and high-quality voice calls, paving the way for immersive applications such as AR, VR, and the metaverse. These technologies will extend beyond entertainment to areas like telemedicine and smart education.

Additionally, KT is building a dedicated 5G network for Urban Air Mobility (UAM), combining terrestrial base stations with low-Earth orbit satellites to eliminate service blind spots and ensure robust communication for next-generation mobility solutions.

KT is also advancing global telecommunications standards through Open RAN technology, fostering interoperability among equipment manufacturers and driving cost efficiency. These innovative strategies position KT as a leader in the global 5G ecosystem​.

KT is shortlisted for ‘The 5G Award’ at this year’s World Communication Awards. Join them and the biggest names in global telecoms at the Awards Ceremony next week live in London. Book your seat now!

Ofcom has published their annual Connection Nations 2024 digital infrastructure report, which among many other things finds that residential gigabit-capable broadband ISP networks now cover 84% of the UK (up from 78% in 2023), while outdoor 5G mobile cover from at least one operator is available to 90-95% of premises (up from 85-93%). But rural cover remains poor.

The latest CN2024 report typically offers a general overview of fixed line broadband and mobile network availability, as well as related service take-up and data usage from across England, Scotland, Wales and Northern Ireland, which is largely based off data that was gathered during July and September 2024 (varying between the results).

Before we begin, it’s important to note how Ofcom defines the different broadband performance classes. For example, “Decent Broadband” means a 10Mbps+ download speed with 1Mbps+ uploads (i.e. the Universal Service Obligation), while “Superfast” is 30Mbps+, “Gigabit” equates to 1Gbps+ (1000Mbps+) and “Full Fibre” essentially means a pure Fibre-to-the-Premises (FTTP/B) network (these are also gigabit capableand faster).

As usual, we’ve split our summary of the key results from this report into categories for fixed line broadband and mobile networks.

Fixed Line Broadband Coverage

The rapid deployment of “full fibre” broadband networks by various providers continues to be the main area of growth and change during 2024 (Summary of UK Full Fibre Build Progress), which predominantly reflects the efforts of commercial investment in urban areas. But that is starting to change due to the Government’s £5bn state aid funded Project Gigabit programme.

The project, which originally aimed to make gigabit speeds available to at least 85% of UK premises by the end of 2025 (this was recently achieved) and to hit “nationwide” (c.99%) coverage by 2030 (here), is slowly starting to convert early contract awards into tangible build activity across various rural areas. Admittedly, its impact is still modest, but it’s growing.

Overall, the picture today is that the UK’s “full fibre” network coverage has risen from 10% in 2019 (3 million premises), then 18% (5.1m) in 2020, 28% (8.2m) in 2021, 42% (12.4m) in 2022, 57% (17.1m) in 2023 and now stands at 69% (20.7m). Meanwhile, “gigabit” coverage, which is driven by both FTTP and Virgin Media’s HFC (cable) network, has grown from 78% (23.2m) last year to 84% now (25m) – there’s a lot of urban overbuild between the two technologies.

Elsewhere, “superfast” coverage has risen to 98% or 29.4m premises (up from 97% and 29.1m last year), which falls to 89% in rural areas (up from 88%). But the number of premises that cannot get a “decent broadband” service is 0.2% or 58,000 premises (down from 0.2% and 61,000 last year). But this is only true if you include 4G and fixed wireless coverage into the figure, yet if you just looked at fixed line solutions then it would be closer to 1% (385,000 premises), which is down from 410,000 premises last year.

Sadly, many of those that remain in sub-10Mbps areas are often too expensive for even the USO to fix (here and here), but the gap is expected to fall. Ofcom predicts that the number of premises unable to get 10Mbps (decent) broadband could fall to around 48,000 by December 2025, mostly as a result of upgrades via publicly funded schemes (connection vouchers, project gigabit contracts etc.).

Ofcom also provides some useful data on the rural vs urban coverage split for superfast, decent broadband, full fibre and gigabit lines below – split by region.

In terms of take-up, some 75% (up from 72%) that are able to get a “superfast broadband” service actually take it (this will formally trigger a review of USO speeds), while 35% or 7.5 million premises have taken a “full fibre” network (up from 28% last year). But it’s also noted that 52% of premises in rural areas have taken full fibre, compared to 32% in urban area. However, we’ve yet to find a take-up figure for gigabit-capable networks in the new report, which is a bit odd (last year it was 42%).

Elsewhere, the average monthly data usage per connection is now 531GB (GigaBytes) per connection across “all technologies“, which rises to an average of 766GB for full-fibre connections only. This is a bit of a different methodology from last year, and so we can’t compare. Sadly, the regulator doesn’t provide a similar figure for mobile networks, but it’s usually a lot less.

Natalie Black, Ofcom’s Networks and Communications Group Director, said:

“It’s a record-breaking year for broadband in the UK, as the roll out of full fibre continues to steam ahead.

Whether you’re running a business, streaming your favourite programmes, or doing Christmas shopping online, it’s more likely than ever that you’ll be able to benefit from a fast and reliable broadband connection.”

The regulator’s report also includes a few other interesting details. For example, legacy voice / phone (PSTN) connections now account for just 27% of all landline connections as consumers move to either a broadband-only home or digital voice / VoIP style solutions (down from 41% last year). Most PSTN and related Wholesale Line Rental services are due to be switched off by December 2025, but vulnerable users have until 31st January 2027.

In addition, there are also resilience risks associated with legacy technologies and extreme weather events. For example, this year saw a 45% rise in the number of PSTN incidents reported to Ofcom, although there was a 55% decrease in the number of PSTN service hours lost. On extreme weather incidents, the number of outages fell during the 2023/24 storm season, but certain events such as Storms Isha and Jocelyn caused significant impacts.

In total, fixed network incident reports increased substantially from 600 in 2023 to 910 in 2024, while mobile network resilience incidents reported to Ofcom increased from 609 in 2023 to 696 in 2024.

Breaking news.. more to follow..

The UK telecoms regulator, Ofcom, has revealed the outcome of the Telecoms Adjudicator‘s (OTA) recent review into the remaining problems (i.e. the matching process) with the new One Touch Switching (OTS) system, which was intended to make it easier for consumers to change broadband ISPs but is still somewhat of a work-in-progress.

At present, the OTS process is being implemented by both communications providers directly and a centralised messaging platform via the industry-led One Touch Switching Company (TOTSCo), which all providers need to use. But as previously reported (here), the success rate of the “matching process” (i.e. ensuring that customer switches are correctly verified and migrated between providers) is not as high as the regulator would like.

According to the latest switching data, the daily switch match success rate has risen from c.60% to around 63-64% over the past month (note: some failed switches will still get approved later, after corrections are made). In addition, daily switch orders recently reached peaks of c. 8,000 to 9,000 around the Black Friday weekend.

However, in case anybody has forgotten, Ofcom drafted in the OTA during late September 2024 to work with ISPs, TOTSCo and other relevant stakeholders to “coordinate and facilitate industry effort on matching improvement.”

The OTA has now reported its “initial findings” back to Ofcom, which has resulted in the regulator’s Director of Consumer Policy, Cristina Luna-Esteban, issuing a new open letter to say she remains “concerned that the OTS process needs improvement end to end“, while highlighting which areas need special attention.

Extract from Ofcom’s Letter to Industry

As a reminder, there are a number of regulatory requirements which are relevant to communications providers’ efficient and effective implementation of One Touch Switch. General Condition (GCs) C7.18 requires regulated providers to maintain a single process, One Touch Switch, for relevant switching customers in accordance with the GCs and “any applicable industry processes as agreed by the relevant industry forum”.

Further, the high-level switching requirement, GC C7.4, also requires that providers “maintain simple and efficient process” for switches, “cooperate in good faith and take all necessary steps within their control” to complete the switching process “in accordance with this Condition C7 and Condition B3 and any applicable industry agreed processes”; and “do not delay or abuse” the switching process.

GC C1.8 also requires regulated providers to “ensure that conditions or procedures for contract termination do not act as disincentives for relevant customers against changing their communications provider”.

The OTA2 has identified in their report a number of areas where improvements can and should be made by communications providers to secure improved rates of matching success for customers.
These recommendations include that CPs should:

1. Review their solutions to ensure they are fully compliant with the OTS process, and appropriate Best Practice;

2. Analyse their live matching performance, in both gaining and losing journeys, and collaborate with as many other communications providers as possible to identify root causes and resolve them; and

3. Consider improving their monitoring, reporting and diagnostic capability to improve their ability to identify root causes of failure and fix them.

I have asked the OTA2 to continue their work in coordinating and facilitating cross-industry improvements to matching success. I therefore expect communications providers to urgently prioritise further work to secure improvements to their use of OTS both as losing and gaining providers and to cooperate positively with the OTA2 and other communications providers (in relation to matching improvements) to enable all customers to realise the full benefits of quicker, easier and more reliable switching.

Communication providers can and must do more to ensure that they are compliant with the GCs set out above, so that OTS can be used by all customers in a simple and easy way. Ofcom will therefore continue to monitor the implementation of OTS by individual providers closely, including through our enforcement programme, and will take further enforcement action if required.

We think it’s fair to say that the level of OTS implementation between different communication providers is still quite varied, which continues to cause some problems, particularly with smaller providers. For example, we’ve seen consumers being unable to switch their broadband and phone services because some ISPs still aren’t fully live on TOTSCo’s platform.

In other cases, we’ve had reports about certain providers refusing to match any switching requests (even when the info. is correct) and then failing to engage in a resolution. Most recently, some losing providers have also complained that certain gaining providers are failing to inform them when a switch has completed, which stops them from being able to verify that the customer has fully cancelled / left.

Everybody is aware that implementing something as complex as OTS was always going to be a bit of a bumpy ride, yet it’s important to keep sight of the fact that positive progress is being made. Even if some of those bumps might yet take a bit more effort to iron out.

UPDATE 3:35pm

Ofcom has also just published the OTA’s related Matching Review Summary (PDF).