Ofcom consultation on new residential broadband switching process

Ofcom is consulting on new plans for a new ‘one touch’ switching process to make it easier for all residential broadband customers to switch service across different providers.

Following an Ofcom rule change in 2015, customers switching between providers such as BT, Sky and TalkTalk on Openreach’s copper network can already follow a process where the gaining provider manages the switch. This latest proposal is to enable switching across different networks, for example, from a provider using the Openreach network to one using CityFibre’s, or from Virgin Media to Hyperoptic. Industry has been working to design this process for residential customers who want to switch fixed voice and broadband services.

Under the new process, a customer contacts their chosen new provider and give their details. The customer will then automatically receive important information from their current provider, to include any early contract termination charges they may have to pay, and how the switch may affect other services the customer has with the company. If the customer wants to go ahead, the new provider would then manage the switch.

The consultation runs until 31 March and all the documents can be found on Ofcom’s website here. The new rules will come into force in December 2022.