Guides › Broadband, Phone and Mobile Contracts › Broadband Switch Went Wrong: One Touch Switch
Broadband Switch Went Wrong: One Touch Switch
Under Ofcom's One Touch Switch process you only need to contact your new broadband provider; your current provider shares the details, such as any early termination charges. You do not have to pay notice-period charges beyond the switch date, and providers must compensate you if the switch goes wrong, including if you are without service for more than one working day.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
How Switching Works
Ofcom
Customers only need to contact their new provider to switch; the current provider shares switching information, for example early termination charges. Customers do not have to pay notice-period charges beyond the switch date. Providers must compensate customers if things go wrong with the switch, including if they are left without a service for more than one working day. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 1 working dayWithout service after a switchCompensation due
Steps to Take
Step 1 of 5
Check your current contract end date and any early exit fee.
Step 2 of 5
Contact only the new provider to switch.
Step 3 of 5
Note the agreed switch date.
Step 4 of 5
If you lose service, log the dates and times.
Step 5 of 5
Complain and ask for compensation; after 8 weeks use the ombudsman scheme.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Provider
Complain about the switch first.
CISAS or the Communications Ombudsman
Free, after 8 weeks or a deadlock letter.
Good to Know
Small things that make your complaint stronger.
Leaving early can still mean an early termination charge if you are in contract.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofcom.org.uk/phones-and-broadband/switching-provider/simpler-broadband-switching-is-here Checked 13 October 2026