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New one day switching service for broadband customers unveiled

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28/09/2021
Broadband customers will be able to switch provider in just one day, under plans released by Ofcom.

The changes – due to come in from 2023 – will make it easier for customers to secure a better deal, the regulator said.

Customers will only have to contact their new company to switch rather than having to contact their new and existing providers to coordinate the switch.

People can already switch between providers on Openreach’s copper network, such as BT, Sky and TalkTalk by following a process where their new provider manages the switch.

But under the new ‘One Touch Switch’ process, customers switching between different networks or technologies will be covered by the simpler process.

It comes as research from Ofcom shows four in ten people (41 per cent) who decide against switching were put off by the hassle of having to contact more than one provider.

A similar number (43 per cent) were put off switching as they thought it would be too time-consuming.

And of those who do switch, nearly a quarter (24 per cent) who contact their current provider face unwanted attempts to persuade them to stay.

How it will work

A customer will contact their chosen new provider and give their details.

The customer then automatically receives important information from their current provider. This includes any early contract termination charges they may have to pay, and how the switch may affect other services the customer has with the company.

If the customer wants to go ahead, the new provider will then manage the switch.

Under our new rules, providers will also have to compensate customers if things go wrong and they are left without a service for more than one working day.

Ofcom said all providers must have the ‘One Touch Switch’ process in place by April 2023.

Lindsey Fussell, Ofcom’s networks and communications group director, said: “Household finances are strained at the moment, so switching broadband provider could help keep your bills down.

“We’re making it as easy as possible for you to break up with your broadband provider and take advantage of the deals on offer.”

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