With One Touch Switching due to launch on 12 September 2024 in a month’s time, we look at what the process looks like for consumers. We have published a simplified guide on how the One Touch Switching (OTS) which includes a diagram showing how the process works:
A text version of the above diagram is included on the guide page for those who use assistive technology.
The story behind the scenes is a fair bit more complex, as highlighted by many of the discussions within the broadband provider community about various issues, however we hope this diagram helps end users understand how the system is expected to work, and will update the diagram as the process develops.
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This looks relatively logical but I doubt I’d risk using it if switching broadband technologies. I can see lots of services being cancelled because the start of service for the new provider has passed.
I may swap to VM (Nextfibre) when my EE contract is up. I won’t be doing it via this.
Three things appear missing are:
At the order stage the order should be clearly labelled Move of ISP or additional service. The reason being if I want an additional service to the same address that needs to be flagged throughout the flow so both the ISPs and the wholesaler(s) know this. e.g I am on Plusnet and for WFH to have a second from say Vodafone. The flow above would result in a changeover of ISP.
The other is the confirmation of any impact to the Customer. Any “Engineering required” will put people off migrating between FTTP networks.
Third if a network change I’d want an overlap.
@Kr1s69 – My understanding is that the old service should stay live until that happens (the chart may have a slight flaw here as it talks about wholesale cancellations. I think there will be risks of issues. I would probably not switch in the first few weeks of OTS but overall I think it will help. My worry is the security weaknesses in the system which Adrian Kennnard of AAISP has highlighted.
@Meadmodj: I’m with you and I think most technically minded people would want an overlap. However that may or may not work depending on the technology – i.e. if it’s one retail provider to another on same wholesale service, then that would necessitate a new order and cancellation. Nothing stops you ordering a new service, and then cancelling an old one (bar having a new cable in, etc.) OTS is not really signed for those of us who look at doing our own resilience. It’s designed for the 99%. We’re waiting to find the first case of slamming.
Perhaps I missed it but there seems to be no mention of any different Hub and digital phone interface required, if applicable.
@DaveCheltenham – that’s not part of the migration process as such. It’s up to the new provider to provide any new equipmnt/services and how they do that will vary. But fair point that the consumer might have to change things.. (or wi-fi password details in cases)