Switching, made simple
One Touch Switch Explained
Make switching broadband easier with One Touch Switch from Inspire Telecom. Discover how hassle-free switching works and stay connected seamlessly.
What is One Touch Switch?
One Touch Switch (OTS) is the Ofcom-mandated process that lets you change broadband or home phone provider by contacting just one company: the provider you are joining. It came into force on 12 September 2024 and applies to almost every UK residential broadband and landline provider.
Before OTS, switching could mean calling your existing provider to ask for a MAC code, dealing with cease-and-reprovide processes, or in some cases having both services running (and being billed) at once during a hand-over. OTS replaces all of that with a single, regulated workflow.
You contact us, we contact your old provider, and the switch happens on an agreed date with no double billing and (usually) no downtime.
One Touch Switch at a glance
Six facts that explain what to expect.
Activated within a few working days
Most switches complete within 5 to 10 working days.
One conversation
Contact your new provider. They contact the old one.
Written notice of any charges
Switching Information Notice covers early termination fees, contract length, and the switch date.
Protected against double billing
Your old service stops the day the new one starts.
Number porting included
Keep your landline number, no extra cost.
No charge for switching
Inspire Telecom does not charge a switching fee.
How does it work?
Three simple steps. No phone calls to your old provider, no missed installs.
Step 1
Contact your new provider
Get in touch with Inspire Telecom (or sign up online). We'll start the switch from our side.
Step 2
Share a few details
Give us the account info from your current provider. We use this to coordinate the switch with them.
Step 3
We handle the rest
We notify your old provider and schedule the switch so your service moves over seamlessly.
What happens during a One Touch Switch
Here is the regulated timeline, in plain English.
- Day 0
You sign up with Inspire Telecom
Online, by phone, or via a callback. We collect your install address and the account info for the line you are leaving.
- Day 0 to 1
We contact your old provider
Through the industry switching platform. Your old provider has one business day to respond with a Switching Information Notice.
- Day 1
You get a Switching Information Notice
From your old provider, listing any early termination charges, your contract end date, what services will be lost, and the switch date.
- Day 1 to 14
Cooling-off window
You can cancel for free during this period under the Consumer Contracts Regulations 2013, or actively waive the wait to get connected sooner.
- Switch day
Activation
Your new line goes live with Inspire Telecom, your old service ceases on the same day, and your phone number ports across if requested. No engineer visit needed if line technology stays the same.
Why was One Touch Switch introduced?
Ofcom found that switching was too hard. Customers were locked into bad deals because the friction of leaving was higher than the value of moving. Some providers used the hand-over process to add weeks of double billing, manufacture extra ETCs, or simply lose the request.
One Touch Switch flips the responsibility. The new provider runs the switch, the old provider has to cooperate within set timeframes, and the customer has a regulated cooling-off period plus a Switching Information Notice in writing before anything happens.
For Inspire Telecom that aligns with how we already worked. Real UK support, no surprises, no hold music with your old provider. We have always thought switching to a better provider should feel like one decision, not a project.
Edge cases worth knowing
Switching mid-contract
You can still switch. Your old provider's Switching Information Notice will spell out the early termination charge so you can decide whether the new deal is worth it. You can pull out for free during the cooling-off period.
Switching when your old provider has gone out of business
OTS assumes both providers are trading. If the losing provider has ceased operating, we fall back to the Ofcom process for absent providers. It takes a little longer but still gets you connected.
Cross-network switches (Openreach to Virgin or CityFibre, or vice versa)
OTS works across networks. There may be a short outage on the switch day if line technology changes, because new equipment has to be activated.
Business broadband
OTS is mandatory for residential. Business switches between different wholesalers run on a similar but separate Business Connectivity Migration (BCM) process. See our business pages or contact our team if you're switching a business line.
Mobile (PAC and STAC)
Mobile network switching uses PAC and STAC codes, separate from broadband OTS. Text PAC or STAC to 65075 from your current SIM to get the right code, then share it with your new provider.
One Touch Switch FAQs
- What is One Touch Switch in the UK? +
- One Touch Switch is an Ofcom-mandated process that lets you change broadband or home phone provider by contacting only your new provider. The new provider coordinates the switch with your old provider, including any line transfer. It came into force on 12 September 2024 and applies to almost all UK residential broadband and landline providers.
- How long does One Touch Switch take? +
- Most switches happen within a few working days from the date you sign up. Your old provider has to respond to your new provider with a Switching Information Notice within one business day. You then get a cooling-off window before the switch goes live. In practice you can expect activation within five to ten working days of signup, with no engineer visit if you're staying on the same line technology.
- Will my broadband go down during the switch? +
- For most switches there is little or no downtime. If your new provider uses the same underlying line technology (for example both providers are on Openreach FTTC or FTTP), the changeover happens behind the scenes on a single day. If technology changes (for example moving from copper to FTTP) there may be a short outage on the day of activation. Inspire Telecom will tell you the expected switch date and any downtime risk before you confirm.
- Do I need a MAC code or anything from my old provider? +
- No. MAC codes were retired years ago and they have not been replaced under One Touch Switch. You do not need to call your old provider, you do not need a code, and you do not need to give them notice yourself. Your new provider handles everything once you sign up.
- What if I'm in contract with my old provider? +
- You can still start the switch. Your old provider will tell your new provider (and you) about any early termination charges (ETCs) before the switch completes, in a Switching Information Notice. You can then cancel the switch within the cooling-off period if you decide the ETC is too high to absorb. Inspire Telecom does not charge an ETC to start a new service while you are still in contract elsewhere.
- Will I lose my phone number when I switch? +
- Not unless you want to. You can port your existing landline number to your new provider as part of the One Touch Switch. Tell Inspire Telecom during signup that you want to keep the number and we will arrange the port at no extra cost.
- What if my new provider uses a different network than my old one? +
- One Touch Switch works across network technologies and across providers on different wholesalers. Whether you are moving between two Openreach providers, between Openreach and a CityFibre or Virgin Media network, or between any other UK provider, the same single-touch process applies.
- What if One Touch Switch isn't working with my old provider? +
- Almost every UK broadband and landline provider is required to support One Touch Switch. If your old provider can't be contacted (for example, they have gone out of business) we will fall back to the standard Ofcom process for ceased providers and still get you connected. Talk to our team and we will explain the timeline for your specific case.
- Is One Touch Switch the same for business broadband? +
- Not always. One Touch Switch is mandatory for residential broadband and landline services. Business switches between different wholesalers follow a similar but separate Business Connectivity Migration (BCM) process. If you're switching a business line, see our business broadband page or contact our business team.
- Do I have a cooling-off period? +
- Yes. Under the Consumer Contracts Regulations 2013 you have a 14-day cooling-off period from the day after you sign up to a new contract. You can cancel at no charge during this window. The One Touch Switch will not complete until any cooling-off period has elapsed (or you actively waive it to get connected faster).
- How do I find my Inspire Telecom account details if I'm switching FROM Inspire? +
- If you are switching from Inspire Telecom to another provider, your new provider will ask for your account number, billing name, and billing address. We have a step-by-step guide showing exactly where to find these on your most recent bill.
- How do I cancel the switch if I change my mind? +
- Contact your new provider directly during the cooling-off period and they will cancel the switch with no charge. You don't need to contact your old provider. If you booked the switch with Inspire Telecom and want to cancel, just call us on 0330 122 9488 or email support@inspiretelecom.co.uk.
How to find your Inspire Telecom account details
Switching from Inspire Telecom to another provider? Here's how to find the account number, billing name, and address your new provider will need.
Find out how to locate your detailsSwitch to Inspire Telecom now
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