One Touch Switch (OTS) is the new industry switching process for residential end customers who switch fixed landline and broadband services. It was launched on 12 September 2024.

The requirement to implement OTS and remove the existing Notification of Transfer (NoT+) process was confirmed by Ofcom in September 2021: Statement: Quick, easy and reliable switching - Ofcom.

OTS should provide a clear and consistent approach for end customers to switch both within and across networks, rather than the process being dependent on which Network Providers are involved.

Openreach made some changes to support industry in implementing OTS:

1. Removed NoT+ Minimum Lead Time (MLT) on migrations (replaced by product-specific MLTs)

2. Removed Cancel Other from migration orders

3. A billing change on WLR Ceases (see ACCN:OR933).

The first two changes were made on 24 October 2024. The third change was deployed in EMP R5650 on 14 September 2024.

OTS introduced a specially designed message-exchanging platform (the Hub), which is central to the OTS process. The Hub is operated by The One Touch Switching Company Limited (TOTSCo); for further information please refer to TOTSCo Home - TOTSCo.

Frequently Asked Questions

Where has the NoT+ process gone?

The NoT+ process has been superseded by OTS for residential customers.

Why does my migration order not have a ten-day MLT?

The NoT+ process has been removed and superseded by OTS; as part of the changes Openreach has removed the ten working day lead time for migrations and introduced new MLTs.

What minimum lead time will my migration order have now that the ten-day MLT has been removed?

Please refer to the relevant product page:

FTTP

SOGEA

Gfast

FTTC

SOTAP

MPF & SMPF

WLR3

I'm the losing CP in a migration, why is my Cancel Other being rejected?

The NoT+ process has been removed and superseded by OTS for residential customers; as part of the changes Openreach has removed Cancel Other functionality from all migration orders. Ofcom has stated that Cancel Other is no longer appropriate as a mechanism within the OTS process (Letter to industry - One Touch Switch Implementation - Principles and Cancel Other).

I'm the losing CP in a migration, can you cancel this in-flight migration order for me?

Openreach cannot cancel the order as Cancel Other has been removed as part of the change to OTS. Ofcom has stated that Cancel Other is no longer appropriate as a mechanism within the OTS process If an end customer no longer wishes to be migrated, they must cancel the order with their gaining provider.

What is Openreach doing about slamming?

The industry-designed OTS process is there to protect consumers, including minimising any potential slamming. It's the responsibility of Ofcom to monitor compliance to General Conditions.

Can I place an order into Openreach if the Hub is not working?

Openreach has no visibility of whether orders are going through the OTS process or not. If the Hub is not working, please contact The One Touch Switching Company Limited TOTSCo Home - TOTSCo. Please be aware that Ofcom’s General Conditions require CPs to use OTS to switch residential customers and that the OTS process is facilitated via the Hub.

Why is Openreach not validating that the OTS process has been followed?

It is the CP's responsibility to ensure compliance with Ofcom General Conditions.

What are Managed Access Providers?

Please refer to the TOTSCo website Managed Access - TOTSCo.

Why has Openreach removed NoT+ when business CPs are not ready with their switching process?

Openreach cannot differentiate between business and residential lines. Openreach met the Ofcom and industry agreed launch date for OTS.

Why does Openreach still have MLTs when Ofcom's aim is to have 'one day' switching?

Some engineering activities can take more than one day to plan and complete, and Openreach needs to schedule work when engineers are available. Customer visits are driven by appointment books.

My end customer was switched when they did not want to be, what can I do?

You need to place an order to move the line back. If the order is appointed and the appointment date is not soon enough, you could order an Expedite to improve the date. You may need to follow the Exceptions process if the line is moving back to a copper service.

A migration order has been placed (and is in-flight) but my end customer does not want to switch, what can I do?

The end customer will need to ask the gaining CP to cancel the order.

If you believe that the order has been placed in error, there is a Tactical Erroneous Transfer Process which has been developed by CPs; details can be found on the OTA2 website, in the Best Practice Guidance, for Consumer Switching section or by clicking the following link: Best practice guidance | OTA. There is also a ‘Switching and Working Line takeover briefing’ on the same link which sets out how to avoid erroneous transfers (switching or working line takeover), alongside the roles and responsibilities of key parties in those customer journeys.

This line has been transferred in error, can you help move it back?

You need to place an order to move the line back. If the order is appointed and the appointment date is not soon enough, you could order an Expedite to improve the date. You may need to follow the Exceptions process if the line is moving back to a copper service.

For further guidance on recovering an erroneous transfer please refer to ‘A Best Practice Guide to Avoidance of Erroneous Transfers, and Recovery Options on the Openreach Network’ published on the Gaining Provider Led Business Switching pages – hosted on the FCS website. 
 
Will Openreach be supporting OTS Porting?

Openreach will support OTS Porting on standalone Number Port orders but not in our integrated migration journeys (due to the limited lifespan of WLR). We are developing OTS Porting in line with industry timelines.

My order is delayed, what should I do?

You should raise a BAU provisioning query; the end customer should still have service with their losing CP.

Why do working line takeover orders still have Cancel Other?

Home moves are not switches, so are not part of the OTS process; they continue to retain the same Cancel Other and Minimum Lead Time rules as before.  
 



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