Ref the One Touch Switch process. This is used irresepective of which network the customer is on or moving to, so it encompasses Open Reach connection, VM, YouFibre, CityFibre etc.
Mistakes/mismatches are expected to occur and Ofcom have told providers they have to temporarily retain the old migration process (Notification of Transfer / NoT+) – until 24th October 2024 – to act as a fallback for any OTS failures.
Info below from /ispreview.co.uk/
Detailed Summary – One Touch Switching
Step 1: Customer Contacts the gaining provider and provides details
➤ The customer contacts their chosen gaining provider (in store, online or by phone) and requests to switch their services.
➤ The customer shares their:
– name;
– address and postcode;
– contact details;
– losing provider’s name; and
– the services they want to switch.
➤ The customer chooses the new services, confirms if they want to keep their phone number and agrees a switch date (this can be as soon as the next day, but can take longer). The gaining provider confirms whether any engineer visits are necessary.
➤ The gaining provider identifies the correct customer and services to switch.36 If this is unsuccessful (i.e. there is no match against the losing provider’s records), the gaining provider asks the customer for more details (e.g. account number, phone number or serial number on their equipment)
Step 2: Losing provider automatically gives customer switching information and customer gives the gaining provider their consent to the switch
➤ The losing provider automatically gives the customer switching information (e.g. early termination charges, impact on other services) without the need for the customer to request it. The
information is provided by the method and to the contact details the customer chooses e.g. as part of the gaining provider’s online order process (downloadable afterwards), email, text or letter.
➤ The gaining provider gives the customer information about their new contract.
➤ After having the opportunity to consider the information, if the customer is happy to proceed, they give the gaining provider their consent to switch (who retains a record of consent). This can happen in real time during their phone or online conversation.
➤ The gaining provider confirms the start date and the services being provided.
Step 3: Customer’s new services begin on agreed date
➤ On the agreed date the new services will start and the old services will end. If requested, the customer’s phone number is transferred.
➤ The customer does not have to pay any notice period charges beyond the switch date.
