Concerns grow over delayed UK broadband switching system rollout

Concerns have emerged over the readiness of the One Touch Switch system, designed to simplify broadband switching in the UK. Despite considerable testing, Ofcom has indicated that the new process is not yet ready for full implementation. Broadband customers will, therefore, continue to use the old switching procedure, which often requires cancelling an existing contract before starting a new one.

Ofcom revealed the One Touch Switch system in September 2021. The system was intended to streamline the process of switching between broadband networks, including major providers like BT, TalkTalk, Plusnet, and Virgin Media, and alternative networks such as Hyperoptic and YouFibre. It promised to alleviate customer confusion and encourage more people to switch to cheaper broadband deals.

However, Cristina Luna-Esteban of Ofcom stated, "these volumes have not yet reached a level to provide sufficient confidence that all customer switches will be able to follow the OTS process by the planned industry launch date of 12 September 2024." Thus, the older system will remain in place for the foreseeable future.

The One Touch Switching Company (TOTSCo) has been testing the system and has managed to complete nearly 500 switches from over 3,400 orders. Nonetheless, these initial figures have not assuaged Ofcom’s concerns about the system's reliability across the market.

This news comes as a blow to broadband consumers, many of whom hoped that the new system would simplify switching providers. Nearly 41% of customers find the existing process too cumbersome and are put off from switching to more affordable deals. The existing procedure often leads customers to pay for overlapping services when switching providers.

According to Broadband Genie, 7.4 million broadband customers in the UK are out of contract and eligible to switch to cheaper deals. Collectively, these customers overpay by an estimated GBP £1.4 billion annually.

Alex Tofts of Broadband Genie commented, "Once again, we're left with another delay and confusion when we will fully see the One Touch Switch process rolled out. While many switches have been completed using One Touch Switch, it's clear the process is not ready and can’t be trusted for rollout for the entire market. Customers are being left with no clear messaging about the new system and as a result will have no faith in using the new switching process. At a time when many are struggling with the cost of living, it's unacceptable."

Tofts continued, "One Touch Switch should drag the process of changing your internet supplier out of the dark ages, making it as easy to move to a different broadband network. This is desperately needed, as concerns about the hassle of switching are one of the main reasons customers stay with the same provider and end up overpaying year after year."

"This process has been plagued from the start. The original live date should have been back in April 2023. However, after all this time and now three missed deadlines, we can only think some major providers are digging their heels in when it comes to complying with the system," added Tofts.

For now, broadband customers must continue using the older switching method. Tofts advises that those out of contract should still pursue better deals to reduce costs. He recommends customers do their research, haggle with existing providers, and only pay for the speed that matches their needs. Additionally, customers should check if an alternative network provider, or "altnet," is available in their area, as these often offer competitive pricing and stable contract terms.