The long-awaited One Touch switching system for UK broadband internet service providers (ISP) has finally set a new launch date for 12 September 2024. The system, aimed at facilitating faster consumer switching between different ISPs on various networks, is being implemented by the industry-led One Touch Switching Company (TOTSCo) under the oversight of Ofcom. 

Originally mandated by Ofcom back in 2021, the One Touch System was envisioned to streamline the process of switching ISPs within just one day, as opposed to the previous 10-day period, where technically feasible.

However, the April 2023 deadline for ISPs to implement it passed without fulfilment led to widespread disappointment among consumers and regulatory scrutiny.

TOTSCo later announced a revised target of 14 March 2024, which was subsequently deemed unachievable due to delays in testing and trials, primarily attributed to major providers such as BT, Sky Broadband, TalkTalk, and Virgin Media (VMO2).

In response to mounting pressure and customer dissatisfaction, TOTSCo has now revealed a new launch date of 12 September, 2024. The company expressed confidence in this revised timeline, citing extensive consultations with communication providers and stakeholders from across the industry. 

“In arriving at this date, we have spoken with many CPs (communication providers) and other stakeholders from all industry sections. We believe that all parties can achieve this date. While we recognise that many CPs would prefer an earlier date, we believe that this is the earliest credible date given the implementation timescales that have been communicated to us,” said TOTSCo in a release. 

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While Ofcom has expressed willingness to utilise enforcement powers if necessary, the regulator has thus far refrained from punitive actions, recognizing the challenges faced by the entire industry in implementing the new system. 

“We have received written assurances from (major providers) that the September launch date is achievable. We will use all necessary resources and oversight to hold TOTSCo and industry to account in meeting this deadline,” said Ofcom. 

“The continued delays by industry have ultimately caused customers to lose out on the benefits of a quicker and more effective switching process. Once OTS has launched – and based on the evidence gathered under our industry enforcement programme – we will review the conduct of BT, Sky, TalkTalk and VMO2, as well as any other providers we feel should be further scrutinised, to determine whether it is appropriate to open investigations into individual providers.”