Switching home broadband used to mean ringing your old provider, sitting through a retention call and trying to line up the dates yourself. For customers moving between different networks, it could be particularly awkward. One Touch Switch was introduced to make that simpler. This guide explains how it works, what happens at each step, and what to check before you switch.
What is One Touch Switch?
One Touch Switch is the process used in the UK to switch home broadband and landline services from one provider to another. It started on 12 September 2024, under rules set by Ofcom, the communications regulator.
The key idea is simple: you only need to contact your new provider. They arrange the switch with your current provider, and your old service ends when the new one takes over.
Why was it introduced?
Before One Touch Switch, there was a straightforward process for moving between providers on the same network, but moving between different networks, for example from a copper line to a new full fibre network, often meant the customer had to manage both sides. That could lead to gaps in service or paying for two services at once. One Touch Switch applies the same process whichever networks are involved.
How does One Touch Switch work?
- Choose your new provider and package. Check what is available at your address and pick the package that suits you.
- Give your details. When you order, your new provider asks for your name, address and current provider. Having an account number to hand can help.
- Your details are matched. Your new provider uses these details to find your existing service through a central system shared by providers.
- Your current provider tells you what switching means. They must give you information about the switch, including any early termination charges and how other services with them could be affected.
- A switch date is set. If an engineer needs to visit, for example to install full fibre, the appointment is arranged.
- The switch happens. Your new service goes live and your old service ends. You do not normally need to cancel it yourself.
What your current provider has to tell you
As part of the switch, your current provider must send you switching information. This covers things such as:
- Whether you will pay an early termination charge because you are still within a minimum term.
- What happens to other services you have with them, such as a landline, TV package or mobile deal bundled with your broadband.
- Whether you are affected by any other changes, such as losing a bundle discount.
Read this carefully before the switch goes ahead. If something is unexpected, you have time to ask questions.
What about my phone number?
If you have a landline number you want to keep, you can usually take it with you, as long as your new provider offers a phone service. You should be asked whether you want to keep your number or let it go as part of the switch.
If you want to keep your home phone number, add a phone line when you order your Cyber Fibre broadband and choose to keep your number. Tell us your number on the switching step, so the transfer can be planned and your number is not lost when your old service ends.
What to check before you switch
Your current contract
Check whether you are still within a minimum term, and whether your provider charges to leave early. The switching information will confirm this, but it helps to know in advance. If you are close to the end of your term, it may be worth waiting.
Anything bundled with your broadband
If your current package includes TV, a phone line, mobile SIMs or a provider email address, find out what happens to each one when the broadband moves. Email addresses supplied by a broadband provider are a common thing to lose, so move important accounts to a different email address before you switch.
Equipment
Some providers ask you to return their router after you leave. Check their instructions so you are not charged for it.
Your new installation
If you are moving to full fibre for the first time, an engineer may need to install a fibre connection and a small box called an ONT. Our guide to full fibre installation day explains what to expect.
Your rights when you switch
- 14 days to change your mind. As a home customer, you can cancel a new contract taken out online or by phone within 14 days of signing up. If you asked for the service to start early, you may pay for what you used.
- No paying for notice beyond the switch. Your old provider cannot charge you for a notice period that runs past the date your switch completes, although early termination charges can still apply if you are within your minimum term.
- Clear information before you sign. Providers must give you a contract summary before you agree, setting out the key terms.
Our guide to broadband contracts and your rights covers these in more depth.
Does One Touch Switch apply to businesses?
No. One Touch Switch is for home customers. Business connections are switched in a different way, and the timing depends on your current contract and the networks involved. If you are moving a business connection, contact us and we will explain the steps.
Leaving Cyber Fibre
If you ever decide to leave us, the process is the same in reverse: your new provider arranges the switch. Our charges continue until the switch completes, and early termination charges apply if you are still within your minimum term. You can read more on our switching page.
Ready to switch?
Start by checking your address to see the home full fibre packages available, with prices including VAT and a fixed yearly price rise in pounds and pence. Tell us your current provider when you order and we will handle the switch. You can also read more about home broadband or ask our team if you have questions.