3.5 million Brits switch as bills rise
Estimated reading time: 5 minutes
Takeaways
- Ofcom’s analysis shows that many phone and broadband customers could save over £100 a year by switching providers.
- Ofcom launched a Consumer Hub offering money-saving tips and tools to help customers with mobile, broadband, and TV services.
- Switching providers is now easier with a one touch process, requiring only contact with the new provider, not the current one.
- Around 3.5 million people have used the One Touch Switch process in two years, simplifying the transition for both landline and broadband customers.
- Mobile customers can switch easily by texting ‘PAC’ to 65075, and Ofcom’s Consumer Hub provides resources to compare services.
Contents
- Many phone and broadband customers could save over £100 a year by switching to a new contract, new analysis shows
- Ofcom has started a Consumer Hub. It offers money-saving tips and tools for people with mobile, broadband, and TV services. You can find more information at ofcom.org.uk/onyourside.
Around 3.5 million people have switched their landline or broadband provider in the last two years. New analysis suggests many out-of-contract customers could save over £100.
Ofcom research shows that customers who have broadband, landline, and pay-TV from the same provider may save more than £100 a year by switching to a different provider. One in three of these triple play customers were out of contract last year.[2]
Most communications services are affordable. But 4% of telecoms customers missed a payment last quarter as many people face rising bills. In addition, 12% made changes to a service, 10% cut spending elsewhere, and 7% cancelled a service.[3]
How to save money
Ofcom has launched a new online portal with advice, money-saving tips, help with common service problems, and ways to complain.
The Consumer Hub at ofcom.org.uk/onyourside is for people who want to save money and get better service.
Switching a mobile, landline or broadband provider is now simpler. A one touch process means you only need to speak to the new broadband or landline provider, not your current one. More than 300 providers are signed up, so it is easier to compare prices and find cheap broadband or better broadband and TV deals.
Since the process launched for landline and broadband customers two years ago, nearly 3.5 million people have used it.[4] Visit broadbandfreedom.co.uk for a free broadband comparison tool. It shows what types of broadband and speeds are available at your address.
For mobile, it is just as simple. Text ‘PAC’ to 65075, with no need to speak to the current provider. Visit the Hub for details and for Ofcom’s free Map Your Mobile tool. It shows the best mobile coverage and performance in your postcode.[5]
Natalie Black, Ofcom’s Group Director, Infrastructure and Access, said
Many people are worried about their bills increasing in the next few months. However, some customers can save money by taking a few simple steps.
We advise everyone with a broadband, mobile, pay-TV, or landline contract to check if you are still under contract. Look at other offers and switch if you find a better deal.
All the advice you need is at ofcom.org.uk/onyourside.[6]
Q&A
Who is most likely to save over £100 a year by switching?
Short answer: The analysis highlights out-of-contract customers who take broadband, landline and pay-TV from the same provider.
According to Ofcom’s Pricing Trends 2025 report, customers who use triple play services paid an average of £78 per month when not under a contract. In contrast, those with a contract paid an average of £69 per month.
How does the one touch switching process work for broadband and landline customers?
Short answer: The one touch process means customers only need to contact their new broadband or landline provider, not their current provider as well. More than 300 providers are signed up, and nearly 3.5 million people have used the process since it launched two years ago.
What should mobile customers do if they want to switch provider?
Short answer: Mobile customers can text ‘PAC’ to 65075 to start switching while keeping their number, without needing to speak to their current provider. Ofcom also points customers to its Consumer Hub and Map Your Mobile tool to compare coverage and performance in their postcode.
Why has Ofcom launched the Consumer Hub?
Short answer: Ofcom launched the Consumer Hub to give customers practical help with saving money, solving common service problems, making complaints, and checking broadband or mobile options. The Hub is aimed at anyone with a broadband, mobile, pay-TV or landline contract who wants to review their deal and switch if it helps.
What does the article say about cost pressures on telecoms customers?
Ofcom says most people can still afford communication services. However, their data shows that rising bills are causing some problems.
Last quarter, 4% of telecoms customers missed a payment, while some made changes to a service, cut spending elsewhere, or cancelled a service.
Notes:
- Ofcom’s Pricing Trends 2025 report says that customers without a contract pay an average of £78 a month for a bundle of pay TV, broadband, and landline. In contrast, customers with a contract pay an average of £69 a month.
- Ofcom’s Pricing Trends Report 2025, published February 2026.
- Ofcom’s price tracker, published 14 May 2026.
- TOTSCO records indicate that by September 3, 2026, a total of 3,431,195 individuals had begun the One Touch Switch process.
- Ofcom’s full guide to switching mobile provider.
- Ofcom’s Consumer Hub: On Your Side.
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