Ofcom brings in new broadband switching rules

The new process, called One Touch Switch, is designed to encourage people to find a better deal after research discovered more than two-fifths of customers were put off switching suppliers because of the hassle.

A further 25% added they faced unwanted attempts to persuade them to stay from their supplier.

Currently people can already switch between providers that use Openreach’s broadband network – such as BT, Sky and TalkTalk – through a process requiring a customer to only contact their new supplier.

However, those looking to change networks or technologies – such as between Virgin Media’s network and a provider on Openreach or other smaller networks such as Hyperoptic or CityFibre – had to deal with both the new and old supplier at the same time.

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

“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.”

Ofcom said the new rules will also mean that suppliers will have to compensate customers if they are left without internet for more than one working day during a switch. All suppliers must introduce Ofcom’s new simplified switching process by April 2023.

Providers will also have to compensate customers if things go wrong and they are left without a service for more than one working day. Notice-period charges beyond the switch date will also be banned.