Ofcom Launches 1-Touch Broadband Switching as Virgin Media Faces £28 Million Fine
Updated
Updated · bbc.co.uk · Jul 12
Ofcom Launches 1-Touch Broadband Switching as Virgin Media Faces £28 Million Fine
3 articles · Updated · bbc.co.uk · Jul 12
Summary
Ofcom said its One Touch Switch system now lets broadband, landline and pay-TV customers move provider by contacting only the new company, cutting a process that often deterred households from changing deals.
The push follows years of switching friction and a £28 million fine for Virgin Media, which Ofcom said mishandled millions of cancellation calls over three years by hanging up on customers or keeping them on hold.
Customers can still face exit fees if they are mid-contract, so Ofcom advises checking terms first; some may still call their current provider to negotiate a matching offer instead of leaving.
The broader message is that regulators are using simpler switching rules across essential services as cost-of-living pressure pushes consumers to seek savings worth hundreds of pounds.