Over 1.6 million people in the UK have successfully switched their landline or broadband provider using Ofcom’s new One Touch Switch (OTS) system, according to figures released in September 2025. The system, which launched in September 2024, was designed to make it easier for consumers to change telecom providers without the hassle of contacting their old supplier directly.
Under the new rules, customers now only need to contact the provider they want to switch to. That provider then handles the whole process for them, including notifying the old provider and coordinating the switch. This cuts out the need for customers to juggle multiple conversations, notice periods and cancellations.
Crucially, customers are no longer required to pay for services beyond the agreed switch date. Plus, if the transfer results in more than one working day without service, customers are entitled to compensation.
Big Savings for Customers Whose Contracts Have Ended
This streamlined process is proving popular. According to Ofcom, more than 300 telecom providers have adopted the new system, covering a large portion of the UK broadband and landline market. For many users, this has led to some big savings. Those out of contract on combined broadband and landline packages are paying around 18% more on average than those still in contract. The difference for packages that include pay-TV is about 16%.
Cristina Luna Esteban, Ofcom’s Policy Director for Networks and Communications, encouraged more customers to check their current contracts and consider switching, noting that many people could benefit financially from shopping around for a better deal.
Still Some Challenges
While the system marks a major step forward, there are still some issues. One common one is that the switch can be delayed if customer information doesn’t match between providers’ databases. Ofcom has also warned some providers not to use outdated or alternative switching methods that go against the new rules.
Consumer awareness is another challenge with many customers still not realising they can switch so easily, or that being out of contract often means overpaying.
A Shift Towards Digital Networks and Full Fibre
The push for simpler switching comes as part of a broader transformation of the UK’s telecom infrastructure. With the country moving away from copper-based landlines and towards full-fibre broadband and digital voice services, change is inevitable. Traditional analogue phone networks are being phased out, and customers in areas with full-fibre availability may no longer be able to renew copper-based services. Ofcom and telecom providers are working to make sure that vulnerable customers, especially those relying on telecare or landlines for essential services, are given the support they need through this transition.
For consumers, the message is clear: check if you’re out of contract, compare available deals and don’t hesitate to make a switch. The process is now easier than ever and designed to put power back into the hands of the customer. With over 1.6 million successful switches already, Ofcom’s One Touch Switch system is not only simplifying the way people manage their telecom services, it’s also saving them money and stress.
As more providers come on board and the system continues to mature, Ofcom hopes to see even higher uptake, greater competition in the market and improved service outcomes for customers across the UK.
