The Smart Solution For One Touch Switch.
SureSwitch is a standalone One Touch Switch solution that integrates with any CRM, bridging the TOTSCo Hub and your business.
In 2021, Ofcom unveiled the One Touch Switch (OTS) regulations, designed to streamline the transition for customers switching their fixed voice and broadband service providers. If you sell residential fixed voice and/or broadband services in the UK – even as a reseller – and you own the relationship with the end user, you must comply. SureSwitch is a SaaS application that bridges the TOTSCo Hub and your CRM, making compliance straightforward and smoothing the whole switching process for your customers.
-
TOTSCo Ready
Built to integrate with the industry's TOTSCo Hub out of the box.
-
Flexible Integration
Connect SureSwitch to any CRM, with a modular design suited to ISPs, wholesale resellers and community broadband schemes.
-
Switching Portal
Manage every switch through a dedicated, purpose-built interface.
-
Cloud-Based & Highly Available
Resilient, always-on infrastructure you can depend on.
-
Transparent Pricing
Clear, predictable costs with no surprises – and a discounted subscription for small ISPs.
-
Your Data, Your Control
Keep control of your customer data, with free access to our Circuits CRM if you need one.
SureSwitch Sits Between Your CRM And The TOTSCo Hub.
It sends and receives every switching message on your behalf, through the matching webhook, the Switching API or the portal. Your systems never talk to the hub directly, and keeping up with the specification never lands on your roadmap.
How A Switch Works.
Four steps, each a request to the TOTSCo Hub and a response back. Choose your side of the switch to see what happens at each step, and what SureSwitch does for you.
Step 1 of 4
Match
You’re gaining
- What happens
- You ask the losing provider to identify the customer and the services that can move. They must respond within 60 seconds with any implications of switching, and they tell the customer.
- SureSwitch
- Raises the request from your CRM, portal or API, checks the response and records the switchable services against the switch.
You’re losing
- What happens
- A gaining provider asks you to identify one of your customers and the services that can move. You have 60 seconds to respond, and you must tell the customer the implications.
- SureSwitch
- Matches the request against your CRM through the matching webhook and sends the response inside the window, so no request goes unanswered.
Step 2 of 4
Order
You’re gaining
- What happens
- Once the customer confirms, you place the order for the matched services with the expected activation date. The losing provider confirms it is booked.
- SureSwitch
- Sends the order request, records the confirmation and tracks the activation date.
You’re losing
- What happens
- The gaining provider places the order for the matched services with an activation date. You confirm the order.
- SureSwitch
- Receives the order, confirms it and shows it in the portal, or pushes it to your systems if you integrate, so you can prepare the cease.
Step 3 of 4 Optional
Update & Cancel
You’re gaining
- What happens
- If the activation date moves, or the customer changes their mind, you send an update or a cancellation. The losing provider acknowledges it.
- SureSwitch
- Sends the update or cancellation and keeps the switch’s audit history complete.
You’re losing
- What happens
- The gaining provider tells you the date has moved or the switch is cancelled. You acknowledge the change.
- SureSwitch
- Receives the change, acknowledges it and updates your view of the switch, so nothing is ceased on the wrong day.
Step 4 of 4
Trigger
You’re gaining
- What happens
- On activation day you send the trigger. The losing provider deactivates the old service, stops billing and confirms the switch is complete.
- SureSwitch
- Sends the trigger and records the confirmation, closing the switch.
You’re losing
- What happens
- The gaining provider sends the trigger on activation day. You cease the old service, stop billing and confirm.
- SureSwitch
- Receives the trigger, confirms it and tells your systems which service to cease.
What Is One Touch Switch?
In 2021, Ofcom introduced the One Touch Switch (OTS) regulations to simplify switching between fixed voice and broadband providers. Communications providers must take part via the industry’s TOTSCo Hub, exchanging data over secure APIs. The deadline for implementing these changes passed on 12 September 2024 – compliance is now mandatory.
Does It Apply To Me?
If you sell residential fixed voice and/or broadband services in the UK and own the relationship with the end customer, you must comply – including ISPs, fixed wireless providers, community broadband initiatives, and resellers.
How SureSwitch Integrates
- Matching webhook – connects your CRM to the TOTSCo Hub in real time, returning customer confirmation and switchable services.
- Switching API – exposes the full SureSwitch portal functionality, automating across your CRM, website, and BSS stack with real-time reporting.
- Mix and match – use the webhook for losing matches and the portal for gaining switches, or combine all three. The modular design fits your architecture.
Integrating with SureSwitch? Our technical documentation covers the portal, Switching API, webhooks and Splynx integration in full.
The SureSwitch Portal
A user-friendly web portal to manage your account, place and update match requests, and generate reports – with real-time gaining/losing switch views, unlimited users, provider lookup, full audit history, and report export.
Switching For Business
One Touch Switch covers residential customers. The industry runs a separate process for business customers, and SureSwitch supports that too – so providers selling to both can run residential and business switching from one platform. Read more about Switching for Business.
Support You Can Rely On
Every SureSwitch customer gets unlimited, award-winning support and project management throughout onboarding, plus full documentation and development consultancy for more complex integrations.
One Touch Switch, Answered.
-
What is One Touch Switch (OTS)?
One Touch Switch is the Ofcom-mandated process that lets a customer switch their home broadband or landline provider with a single request to the provider they are joining. The gaining and losing providers then exchange the switch details automatically over the industry's TOTSCo Hub.
-
Who has to comply with One Touch Switch?
Any provider that sells residential fixed voice or broadband services in the UK and owns the customer relationship must comply – including ISPs, fixed wireless providers, community broadband schemes and resellers. Compliance has been mandatory since the deadline on 12 September 2024.
-
What is the TOTSCo Hub?
TOTSCo (The One Touch Switching Company) runs the central messaging hub that communications providers use to exchange One Touch Switch requests. SureSwitch connects your business to the TOTSCo Hub so you can send and receive switch messages without building the integration yourself.
-
Do I need to replace my existing CRM or billing system?
No. SureSwitch is built to integrate with any CRM or billing platform – it bridges your existing systems and the TOTSCo Hub, so there is no rip-and-replace and no disruption to how you already work.
-
How quickly can we go live?
Most providers are live within a few days to a few weeks, depending on their setup. If you already use Splynx, you can enter your credentials in the SureSwitch portal and be live on the TOTSCo Hub in just a few days.
-
How much does SureSwitch cost?
Pricing is based on your residential subscriber count, with a discounted subscription for smaller ISPs and a one-off setup fee. Use the pricing calculator on this page for an indicative annual cost, or get in touch for a tailored quote.
-
Does One Touch Switch cover business customers?
No. One Touch Switch covers residential fixed voice and broadband. The industry has a separate process for business customers, Switching for Business – SureSwitch supports it alongside residential switching.
-
What happens if we don't comply?
One Touch Switch is a regulatory requirement enforced by Ofcom, and the implementation deadline passed on 12 September 2024. Non-compliant providers risk regulatory action and a poorer experience for switching customers. SureSwitch is the fastest route to compliance.
Live On The TOTSCo Hub In Days.
SureSwitch plugs straight into Splynx. There’s no rip-and-replace and no engineering project. Enter your Splynx credentials and we handle the connection to the TOTSCo Hub, so you can be compliant in a matter of days rather than months.
- No development work – SureSwitch connects to Splynx natively
- No migration – Splynx stays your single source of truth
- Unlimited, award-winning support throughout onboarding
- 01
Connect Splynx
Enter your Splynx credentials in the SureSwitch portal.
- 02
We Link The Hub
SureSwitch bridges Splynx and the industry TOTSCo Hub for you.
- 03
Go Live
You’re fully One Touch Switch compliant, typically within days.
Live in days, not months.
SureSwitch Pricing Calculator.
Transparent, predictable pricing with no mid-contract increases. Choose the switching processes you need and enter your subscriber counts for an indicative annual cost.
Select at least one switching process above to see indicative pricing.
Providers with 500 or fewer subscribers across both processes pay a reduced SureSwitch subscription.
SureSwitch
- Subscription (annual)
- –
- Subscriber charge (annual)
- –
- SureSwitch annual total
- –
TOTSCo – Residential
- Subscription (annual)
- –
- Subscriber charge (annual)
- –
- TOTSCo residential annual total
- –
TOTSCo – Business
- Subscription (annual)
- –
- Subscriber charge (annual)
- –
- TOTSCo business annual total
- –
Indicative figures based on your subscriber counts. Get in touch for a tailored quote.