One Touch Switching – Customer Help

One Touch Switching is a new initiative in the UK broadband industry designed to simplify the process of changing providers.In the past, switching involved contacting your old supplier directly to cancel services, which could be time-consuming. Now, with One Touch Switching, you only need to coordinate with your new supplier (hopefully us!).Currently, this process is available only for switching providers at the same address. If you’re moving to a new location, you’ll still need to contact your old supplier to deactivate your service.

Key Features of One Touch Switching:

1. Simplified Process: Previously, customers needed to contact their old provider to cancel services, often leading to delays and complications. Now, with One Touch Switching, you only need to interact with your new broadband provider.
2. Same Address Requirement: This service is available only for switching providers while staying at the same address. If you're moving to a new location, you will still need to communicate with your old provider to deactivate your service.
3. Customer-Centric: Designed to save time and reduce the hassle for customers, this process aims to make provider changes seamless.

The switching process

You can opt in to the process when you’re placing your order with us. The process is entirely optional, and you can always opt out up until you’ve confirmed your order.

The process looks like this:

1. We'll gather a few details about your old account—typically just the name of your previous supplier and your surname. In some cases, we may also need your account number.
2. We forward these details to your previous supplier to locate your account. If they’re unable to find it, we’ll request additional information from you and make another attempt.
3. After your previous supplier locates your account, they’ll provide information on closing it, including any fees that may apply for ending your contract.
4. After you confirm your order, we’ll notify your previous provider of the switch and the option you’ve selected.
5. Your Linkbroadbands service will be installed and activated. Once everything is up and running, we’ll inform your old provider to proceed with the switch and disable any services you’ve chosen to discontinue.