One Touch Switch Is Here: Making Switching to BrawBand Even Simpler
Thinking about switching to BrawBand but dread the hassle of juggling calls, contracts and downtime? Good news: the One Touch Switch (OTS) system has arrived! And it’s here to make switching broadband providers much easier.
What Is One Touch Switch?
One Touch Switch is a new broadband switching framework introduced by Ofcom in September 2024 which means that customers only need to contact their new broadband provider to switch. Though it has been live for a year now, the concept was first proposed back in 2021. It means your new broadband provider (hopefully us here at BrawBand!) handles all the backend legwork so that you don’t have to.
While switching to BrawBand has always been somewhat straightforward, you would have been required to contact both us and your previous provider to organise disconnection and setup at times – especially if you were switching between networks (say from a non-CityFibre network). The new One Touch Switch process removes that inconvenient friction.
Under One Touch Switch:
• You don’t have to contact your old provider when switching to BrawBand.
• You won’t be charged for service beyond the official switch date.
• Providers must compensate you if you're left without service for more than one working day.
Ofcom notes, “Customers do not have to pay notice-period charges beyond the switch date – so no more paying for the old service after the new one starts.”
Why One Touch Switch is a Big Deal (Especially for Scotland and Rural Areas)
While One Touch Switch has been in place since last year, switching broadband providers in Scotland (and especially rural areas) hasn’t always been so easy. In Scotland, switching broadband providers was once deemed a chore, particularly in locations where infrastructure options are more limited. It was also common for broadband customers to jump between different network types (for example, copper, fibre and wireless).
Opting into One Touch Switch in Scotland holds many benefits, including:
• A lower “switching barrier”: in other words, you’re more likely to shop around broadband providers when you know switching will be painless. This means a bit more healthy competition between internet service providers, a more level playing field – and better deals on price, speed and service for you as a customer without feeling “locked in”. It’s a win-win! For example, with more generous full fibre deals entering the market, switching your broadband provider may become more attractive – and thanks to the One Touch Switch system, making that move is now easier than ever.
• No double billing: You’ll avoid situations where your old provider keeps billing after you switch (a common gripe that used to be a nightmare to sort out).
• Reduced downtime: The seamless coordination ensures less service gaps, meaning you are much less likely to be left without internet during the switch. And if things do happen to go wrong, you’re guaranteed fair compensation.
• Fairness across networks: Before, switching between different network types (e.g. Openreach to a full fibre “altnet”) was more complicated; now it’s standardised and much easier to understand.
In fact, in the year since One Touch Switch launched, a massive 1.6 million customers have switched landline or broadband providers under the new system!
How One Touch Switch Works When Switching Broadband Providers
So, how exactly does One Touch Switch work when switching broadband providers to BrawBand? Here’s what a typical switch looks like, under the new rules:
Your current contract ends which coincides with the activation date of your new BrawBand service!
- You shop around and choose your new BrawBand plan!
- Fill in your basic details – and you will be prompted to use the One Touch Switch service.
- BrawBand submits a request via the One Touch Switch platform and “matches” with your current provider. (If you prefer not to use One Touch Switch as part of your order journey, you would still need to contact your current provider to cease the service with them).
- Your current provider will send you a statement or cancellation information for your consent
- Your current contract ends which coincides with the activation date of your new BrawBand service!
What to Watch For When Using One Touch Switch
Switching broadband providers with One Touch Switch is much easier now, but not entirely foolproof! Here are some things to keep in mind:
• Failed matching: If the OTS system can’t “match” your current service provider, some manual steps may be needed.
• Overlapping contract terms: If you’re still in a fixed-term contract with exit fees, these may still apply (though it’s important to note that you shouldn’t be paying beyond the switch date).
• Equipment: If you need a new router or an engineer visit, this will require additional scheduling.
• Service disruption: In the rare case that you experience service disruption, providers must compensate you if the switch leaves you offline for more than one working day.
• Non-participating broadband providers: It may be the case that your current internet service provider does not yet fully support OTS (especially if it’s a smaller or niche provider). In this instance, you may still require “old style” switching
What This Means for BrawBand and Our Customers
At BrawBand, our motto has always been to make things as hassle-free as possible for our customers! One Touch Switch simply makes things even easier.
As a customer, you also get that extra layer of protection. It’s a legal guarantee that you won’t be double-charged in the process of switching broadband providers, for example. We also continue to use our local knowledge to personally advise Scottish customers, especially in rural or fringe-areas, by anticipating network quirks (such as weaker signals, etc.).
In other words, we’ll manage the switch – you just enjoy your new service!
