More than 3.4 million people have started the One Touch Switch process since it launched in September 2024, according to new figures from Ofcom.
Data from The One Touch Switch Company (TOTSCo) shows that 3,431,195 people had started the process by 3 September 2026.
The system was introduced to make it easier for customers to change their landline or broadband provider. Instead of contacting their old provider to cancel, customers can ask their new provider to handle the switch.
Ofcom said the figures show that One Touch Switch has become an established part of the broadband market.
How One Touch Switch works
Under the system, customers normally contact the provider they want to move to. The new provider then manages the switching process and contacts the existing provider.
Customers do not normally need to arrange the cancellation themselves.
The system also includes protections around switching. Customers should not be charged for a notice period after the switch has taken place, while compensation rules can apply when a switch goes wrong or a customer loses service because of a provider’s actions.
More than 300 providers have signed up to the One Touch Switch system.
Mobile phone switching is separate. Customers changing mobile providers can continue to use the existing process for obtaining a PAC code.
Switching remains an issue for customers
Ofcom’s latest figures come as the regulator continues to focus on the experience customers face when changing communications providers.
In July, Ofcom fined Virgin Media £28 million after finding that the company had repeatedly made it difficult for some customers to cancel their contracts.
The regulator found that millions of calls were likely to have been mishandled between January 2022 and September 2024. Some customers were transferred between agents, kept on hold or had calls dropped while trying to cancel.
Ofcom also found that more than one million callers were made to repeat their cancellation request to another agent.
The period investigated by Ofcom ended just before One Touch Switch came into effect in September 2024.
The case highlights why easier switching has become an important part of consumer protection in the broadband market.
Cost remains a factor
Ofcom said the new figures come as many households continue to look for ways to manage their communications bills.
Its latest consumer information points customers towards its Consumer Hub, which provides advice on broadband, phone and other communications services.
Ofcom also said customers with bundled pay-TV, fixed broadband and landline services who were out of contract were paying an average of £78 a month in 2025. Those still in contract paid an average of £69 a month.
The regulator said customers can use its guidance to check their options before changing provider.
Two years of One Touch Switch
One Touch Switch came into effect on 12 September 2024 after delays to the original timetable.
The aim was straightforward: make broadband and landline switching easier by removing the need for customers to deal separately with their existing provider.
Two years on, more than 3.4 million people have started the process.
The figure does not mean that all of those customers completed a switch. It records people who started the One Touch Switch process, according to TOTSCo data cited by Ofcom.
For consumers, the main change is that switching provider should involve less contact with the company they are leaving.
Ofcom’s latest figures suggest that the system is now being used on a significant scale across the UK broadband market.
