what is One Touch Switch and how will it affect broadband users? 

One Touch Switch is a new Ofcom requirement that simplifies the broadband switching process by enabling us to manage the switch on your behalf. This allows for seamless switching with no drops in service between providers and no need to talk to your old provider about leaving.

The new One Touch Switch service is optional for customers across all UK networks. You can still order toob in the usual way and manage disconnection of your current service yourself – just choose your preferred option at checkout. 

how to order with One Touch Switch

1. check your postcode

to see if you can order toob for your property

2. place your order 

If you’d like to use One Touch Switch, choose ‘I’m happy for toob to manage the switch’ when ordering  

3. we’ll notify your current provider 

they will then contact you about next steps, potential charges & what happens to any potential packaged services 

 4. activate & switch! 

once we’ve installed your toob connection, we’ll let your original provider know so they can disconnect your service with them 

what are the benefits?

One Touch Switch will remove the hassle of speaking with multiple broadband providers when you want to switch supplier.

With toob, all you’ll need to do is place a new order and we’ll notify your current provider that you’d like to cancel your service. If your circumstances change or something unexpected happens on the day, your current provider will keep your service with them on until we activate your new service, so you’re always connected.

Rest assured; you won’t be charged by toob until your new service is live.

who can order using One Touch Switch?

One Touch Switch is available for most of our home broadband and toob essentials customers. You will need to be the account holder with your current provider and living at the address you’re ordering for. You should also have a live service at this address. 

when can’t One Touch Switch be used?

You can’t order using One Touch Switch if you’re a business broadband customer, looking to order our 24 month promotional contract or when switching between toob products at the same address. 

how can I order using One Touch Switch?

You can order online or with one of our customer service team on 023 9300 9300. When placing your order, simply confirm you’d like us to manage your switch for you using the One Touch Switch service. From here, we’ll notify your current provider that you’d like to cancel your existing contract and reach out to them again when we’ve activated your service. 

Check your postcode to see if toob is available for your home. 

See full terms and conditions at toob.co.uk/legal. 

frequently asked questions

To benefit from One Touch Switch, you’ll need to be the account holder with your current provider so we can easily match your details. After selecting your address, we’ll need your last name and occasionally your account reference. That’s it! 

If your details don’t match (watch out for typos!), you can always order without One Touch Switch, remembering to cancel with your current provider separately once we activate your toob service. 

Not at all. It’s your choice whether to select this option when ordering, or if you’d prefer to cancel your current service yourself. 

toob is a broadband-only provider, so you’ll only be switching your broadband service to us. 

 If you have a phone service with your current provider, you’ll be given the choice between keeping that (and your number) with them or disconnecting it completely when you order. If you still require a phone service, these arrangements won’t be covered by the switch. Many customers find it more affordable to use an online phone (VoIP) service like Vonage. 

If you have other products or services with your current provider (such as TV or mobile) these will continue as normal, but it’s worth checking if you’ll lose any discounts for splitting up a bundle or package. 

Your new service with toob will begin once we’ve activated your connection. We’ll then notify your current provider so they can complete your disconnection. We can’t tell you exactly when they’ll action this, but it is typically by the end of the same day. 

If there’s a delay with your toob activation, we won’t provide final confirmation with your current provider until your new service is live. 

If you need to make a change to your order, let us know by 2pm at least one business day before your installation. If you’re ordering using One Touch Switch, we’ll notify your current provider too (so they won’t leave you without service). 

Changes after this time may incur a fee. 

If something changes on the day and you’re unable to complete your installation, don’t fret about your current connection! 

When ordering with One Touch Switch, we’ll only prompt disconnection with your current provider once we activate your service. This means you’ll stay connected until we give them the signal. Your current provider’s charges and fees will apply, and you will not be charged by toob until we activate your service. 

See our full terms and conditions for more information at toob.co.uk/legal. 

For any questions about your toob order (including rescheduling, installation questions, future payment queries or more), please contact us on either 023 9300 9300 or chat with us online.

For queries on outstanding bills and refunds, exit fees, retaining other products and services (such as phone/TV/mobile) or returning equipment, please contact your current provider.