• One Touch Switch is a new process for consumers designed to make it much easier to move your internet service to a new provider.
• Previously, moving to a new provider often meant you were responsible for cancelling your old service, but One Touch Switch means your new supplier can manage the process for you. No more having to call your old provider to change the cancellation date, and no risk of being offline at any point!
• One Touch Switch also ensure you’re alerted to any early termination charges, so you can make sure you’re happy to go ahead with the switch.

• Firstly, welcome aboard! If you want to use One Touch Switch when joining us, you’ll need to tell us who your current provider is, along with your account number.
• You can add that information to your online account once it’s set up (normally a day or two after you sign up) or you can let us know by calling or emailing us with the details.
• You’ll receive a number of prompts and reminders about One Touch Switch through the whole onboarding journey, so there’ll be plenty of opportunities to provide us with the information we need.
• We’ll trigger the switching process once you’ve selected an installation date, and we’ll let you know if the switch trigger was a success or a failure. If it failed (usually due to incomplete information), we’ll let you know and we can try again with updated information.
• We’ll send a final message to your current provider confirming they can now end their service within 24 hours of getting your new Highland Broadband service up and running.

• Your new provider should be able to find us by searching for either Highland Broadband or Lothian Broadband. If they’re having trouble, our registered name with the One Touch Switch Scheme is “Highland Broadband and Lothian Broadband”.
• Your account number can be found on any invoice we’ve sent you, or within your online account. It’s usually a string of 8 numbers.
• We’ll email you an initial ‘Loss Implication Letter’, letting you know if you’d need to pay an early termination charge and an indication of what this amount is likely to be.
• We won’t turn off your service until we’ve received confirmation that the new service is in place.

• We’ll always offer One Touch Switch to new customers, but you don’t have to use it.
• In some cases – for example, if you’re moving to a new home – One Touch Switch won’t be available to you.
• If you choose not to use One Touch Switch when you join, you’ll be responsible for terminating your current broadband service.

• Because we’re building new networks, there can be a delay of several weeks or months from when you sign up through to installation.
• As a result, we’ll trigger the switching process once you’ve selected an installation date.
• Your contract doesn’t officially start with us until the date of installation, so you’ll still have time to review things and delay or cancel the installation if needed.

• One Touch Switch resolves one of the big risks when switching providers of being offline for a few days if the install date is delayed.
• Providers should never terminate their service until they receive final confirmation that the new service is in place, so even if the install date passes, the old service will remain active.

• If there’s been a successful match but you haven’t received a message from your current provider, it’s possible they’ve sent it to an old email or mobile number.
• If that doesn’t explain things, you’ll need to contact your current provider to check where this information was sent.

Don’t let that stop you! Building new fibre networks takes time, and there’s a chance you’ll be at the end of your contract by the time your property is ready for connection. And if not, we’re happy to chat with you and see how we can help you experience the lightning-fast speeds of full-fibre as quickly as possible.

• It may be that your provider doesn’t recognise the account information, or some of the key details don’t match (for example, if you have the service set up in a different name).
• Each provider should have a FAQ page like this, detailing what information you need to provide when switching. You may want to check your provider’s page to see if you’re missing anything.
• If, after several attempts, you still can’t get a match, let us know and we’ll do our best to get things moving.
• All providers should be taking part in the OTS process, however in some cases they may have decided against this, or are yet to complete onboarding. If that’s the case, we’ll not be able to complete OTS and you’ll need to notify them directly that you intend to cancel.