Changing broadband providers really is as easy as flicking a switch
One Touch Switch (OTS) was introduced by Ofcom to make switching networks quicker and easier. Anyone looking to switch providers only needs to contact their new provider, who will handle the process themselves. Before OTS, you would have to contact both the old and new provider if moving to a new broadband network.
There’s a good reason why, before OTS, 41% of customers wouldn’t switch if that meant dealing with more than one provider.
OTS helps to clear that up. But what does it mean for residential providers? What kind of impact will The One Touch Switching Company (TOTSCo) and OTS porting have?
Lee Turner (Head of Industry Engagement and Regulatory Affairs) and Megan Corcoran (Regulatory Affairs and Industry Engagement Manager) sat down and discussed:
- The regulatory mandate.
- The difference between OTS and provisioning.
- The nuances behind OTS Porting.
- The practical implications for providers.
Their conversation covers all the key points behind OTS and its impact on residential customers. Understanding Ofcom’s switching regulation keeps providers compliant and prepares them for whatever’s coming next.
Understanding the regulatory mandate
OTS has been a mandatory requirement for the UK fixed landline and broadband industry since 3rd April 2023. Full implementation went live on 12th September 2024, with TOTSCo being Ofcom’s sole appointee in managing the switching hub.
As Megan points out, “all providers in the land” need to be using TOTSCo. Although Ofcom have been mainly focused on larger providers, anyone selling to residential customers must be onboarded. If not, then they’ll be getting a call from Ofcom and the “enforcement team.”
If providers can’t consume an API directly from TOTSCo, then they’ll need to use a Managed Access Provider (MAP). MAPs come in three types, with each one varying in terms of service levels and costs. Providers will need, for Lee, to recover or absorb that cost… that’s reality.”
But as Megan says, “that’s the cost of doing business in that market.” No ifs or buts; it’s regulation, “you have to do it.”
OTS vs Provisioning
One of the questions Megan is asked a lot is “what does OTS actually do?”. Frankly, it’s a very reasonable question.
OTS acts as a communication platform where the two providers can speak to one another. It facilitates data validation between gaining and losing providers, including the customer’s name, address, and broadband reference. This is everything being done on “the front end.”
What OTS isn’t is a provisioning system. Providers must still complete their BAU provisioning activities, including placing orders via Openreach. OTS doesn’t help providers physically switch systems; it’s more of a front end handshake, rather than back end execution.
OTS Porting: Challenges and complexities
One of those BAU activities providers need to stay on top of is number porting. Lee touches on the contradiction where “there’s still functionality built into porting” that goes against broadband provisioning. The functionality is still live in both Gamma’s and other organisation’s portals.
OTS Porting, which is set to be launched in 2026, should “solve some of the issues.” The aim will be to align number porting with the OTS process. However, there will still be challenges to solve.
These challenges include:
- Validation being done by those “further up the chain” who work off different data to retailers.
- Billing alignment and making sure there’s no overlap on the date of the switch.
- Maintaining service continuity when switching providers, which requires “a bit of jiggery-pokery”.
- Complex supply chains that favour “larger, vertically integrated providers”.
Lee mentions how Gamma has “probably been the most involved provider” in shaping a wholesaler-friendly model. What Gamma has done, as Megan mentions, is “come along and come up with a way that [works] for the complex supply chain.”
Practical implications for providers
Residential providers need to be fully aware of the impact behind OTS. BAU processes, for example, will need to change, particularly around the order that things are done and “what goes live first.” Again, service continuity is vital during the switching process.
Megan reminds residential providers that the “Cancel Other” functionality is still live in some portals. It shouldn’t be used during the porting process; instead, OTS Porting is the best way to manage that side of the process.
Regardless of how many residential customers a provider has, OTS must be supported if they choose to switch. Check the contracts, as this will influence what process is pursued. OTS is required for residential contracts, whereas it’s optional for businesses.
Residential providers are expected to support OTS, as enshrined in the General Conditions. A letter sent by Ofcom in 2024 underlines that cooperation, especially for providers “with the largest residential bases.” While there may be contention over whether the letter counts as regulation or not, what matters is that customers need full support if they choose to switch providers.
And what’s the most important thing for providers to do? Comply, or face enforcement…
Seamless switching
As of 12th September 2025, a year on from OTS going live, 1.6 million consumers have switched via the new process. As the residential market adapts to OTS, providers must stay proactive, informed, and, above all, compliant.
The regulatory landscape is clear for these providers. If you’re selling on residential contracts, OTS is mandatory and comes with the cost of doing business. While the process introduces complexity, especially for those with layered supply chains, it makes the process of switching providers far easier for customers.
Residential providers must be confident in their processes, readiness and understanding of OTS. It’s the best way for them to stay compliant and safely out of the reach of Ofcom’s enforcement team.
OTS makes switching easy, but it’s still worth being on top of it.