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The UK telecoms regulator, Ofcom, has posted an update on their investigation into the performance of the new consumer broadband and phone switching system (One Touch Switching). This found no major problems with the biggest ISPs but did warn that some providers on Openreach’s network were using an “alternative switching method“, which they said must stop.
Just to recap. The OTS service finally went live on 12th September 2024 after many delays. The goal of this was to make it both quicker and easier for consumers to change their provider (regardless of what network they’re on). All of this is being managed through a central messaging platform via the industry-led One Touch Switching Company (TOTSCo). As of 6th June 2025, a total of 1.13 million successful switches had already completed.
However, one of the biggest challenges of this system has flowed from the difficulty of getting the “matching process” to work properly, which exists to ensure that customer switches are correctly verified and then migrated between providers. But this process still has a tendency to fail, sometimes even when Gaining Providers have entered the correct customer data, and it’s not always easy for providers to figure out why.
According to the latest switching data, some 333 brands are now live on the platform that TOTSCo has developed (a few smaller providers are still dragging their feet) and the daily switch match success rate continues to hover between around 65% to 68% (this hasn’t improved much since the start of 2025). But these figures don’t tell the whole story, as some failed switches will still get approved later, after corrections are made.
Nevertheless, Ofcom has been busy examining this problem since January 2025 as part of their wider Enforcement Programme (here), which largely focused on the performance of the biggest fixed line broadband and phone providers (BT, Sky Broadband, Vodafone, TalkTalk, Virgin Media and Vodafone).
The regulator has today posted an update on that effort, which seems to give the biggest players a pass by finding only small issues that require no further action “at this time“. But they did uncover an issue with the use of alternative switching methods, albeit without providing much elaboration. This could easily reflect how some providers may still be following the old process or using an alternative to get around issues with TOTSCo’s platform.
Ofcom Statement
In January, we issued a formal information request to each of BT, Sky, Vodafone, TalkTalk, VMO2 and Vodafone following potential issues affecting matching rates between certain providers. It is crucial that customers do not experience obstructions when attempting to switch away from their current provider. A key purpose of our information request was to analyse whether providers’ One Touch Switch (OTS) systems and processes are functioning correctly on both a Gaining and Losing Provider basis.
Based on the evidence we have collected we have found that, across industry as a whole, the majority of customers are successfully switching providers using OTS. There are some variable matching success rates between providers, however we do not feel that these variations represent concerns that would require further action at this time. We will nevertheless continue to monitor this.
Our analysis also found that some Gaining Providers on the Openreach network are switching customers using an alternative switching method other than OTS when repeated match attempts via OTS have failed.
Under General Conditions C7.18 – C7.27, providers must maintain a single switching process – One Touch Switch – for relevant switching customers. OTS is the only switching process for residential customers switching fixed services which is compliant with the General Conditions; it provides easy, quick, reliable switching which protect consumers and supports competition across all networks. Any providers using alternative switching processes must therefore take immediate steps to stop their use of these.
We are aware that there are some scenarios where an attempted customer switch may result in a match failure, and that one customer may experience multiple match failures, through no fault of the Gaining Provider.
In this scenario, it is our expectation that a provider should use all reasonable endeavours to carry out a switch using OTS. For example, if an online order fails to acquire a successful match, then it is our expectation that customers should be directed to alternative channels (e.g. phone support) to assist with the match. Should these still not result in a successful match, then it will not be possible to switch the customer. The only course of action – if the customer wishes to proceed – is for the customer to cease the service with their existing provider and for the new provider to provide a new service. This is commonly referred to as “cease and re-provide”.
We expect providers in this scenario to clearly explain to the prospective customer that they must contact their existing provider directly to cancel their current contract.
Ofcom has also notified the biggest providers of their findings and added that they would “consider enforcement action” against providers that continue to use a non-OTS switching method.
“We strongly encourage providers to continue their efforts to improve match success rates and consider whether any aspects of the customer journey could be improved to increase the number of successful OTS switches in order to keep the need for cease and re-provide as minimal as possible,” added the regulator.
The regulator has thus far been taking a fairly soft approach to enforcement, which may be partly in recognition of the fact that integration and development of TOTSCo’s platform has been a complex and difficult task for the market.