About TOTSCo

Established by industry in June 2022 as a not-for-profit organisation owned by its members.

Our main goal is to create and operate a specially designed messaging platform, the TOTSCo Hub which is central to the One Touch Switch process.

The hub will carry customer details and other relevant between residential fixed voice and broadband service providers. Through the TOTSCo Hub, we make the One Touch Switch (OTS) possible. 



In September 2021 Ofcom, the telecommunications regulator, introduced new rules to make it easier for residential customers to change their fixed voice and broadband service provider. The rules place certain obligations on the retailers of these services.
Following Ofcom’s decision, the industry acted to design a solution that would allow providers to comply with the new regulations. The initial work was led by the Office of the Telecommunications Adjudicator (“OTA2”) and included a steering group that comprised a representative selection of industry participants. Click here for the latest updates from the OTA2.
The goal

One-touch switching for UK residential fixed voice and broadband customers, as mandated by Ofcom.

The need

Near real-time exchange of customer data between gaining and losing communications providers.

The solution

The TOTSCo Hub with interfaces to all providers.

Created to make switching easy

Ofcom’s objective was to make it easier and quicker for customers wanting to change their provider of broadband and landline phone services. Under the “One Touch Switch” process the consumer’s new supplier – the “gaining provider” – manages the whole switching process with the co-operation of the losing provider – the “losing provider”. Both providers must exchange certain data in near real-time so the customer can make an informed switching choice before entering their new contract.


To achieve this, communications providers will need to use a single industry-wide messaging platform to exchange the necessary data in a standardised way and within the required time frame.

The regulatory obligation to offer One-Touch Switching does not apply to the provision of business services. There are nevertheless opportunities for business providers to use OTS via the TOTSCo Hub for simple switching.

Team discussing the TOTSCo Hub.

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The TOTSCo Hub

At the heart of the OTS project is the TOTSCo Hub. This technological platform serves as a central messaging hub, facilitating communication between different CPs during the switching process.

The TOTSCo Hub ensures that all necessary information is exchanged accurately and efficiently between the gaining and losing providers, thereby enabling a smooth transition for the consumer.

The TOTSCo Hub is designed to be user-friendly and accessible to CPs of all sizes, from small providers with limited technical resources to large providers with more advanced technical capabilities.

It ensures that all CPs, regardless of their size or technical proficiency, can participate in the OTS process effectively.

It is envisaged that the TOTSCo Hub will manage the exchange of three pairs of messages and acknowledgements between the gaining and losing providers:

The Matching of Customer Details

This ensures that the gaining provider correctly identifies the losing provider and end user. This also prompts the losing provider to send details of any termination charges and other switching consequences to the end-user.

The Order for a Switch

The order for a switch to take place, and acknowledgement by the losing provider.


Confirmation that the switch has been completed and that billing by the losing provider should cease.

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