One Touch Switching is the law - since April 2024, your new ISP handles everything. Place an order with us and that's it. Here's what happens next.
OTS puts your new provider in the driver's seat. All you do is place the order.
Pick your plan and complete the order form. This is the only bit you do - we take it from here.
Under One Touch Switching (OTS), your current ISP is automatically told you're moving. You don't have to call them.
Your old provider sends a Switching Information Notice (what you're paying today, any early termination charges). We send a Contract Information Notice (your new plan, price, and go-live date).
On your go-live day, your old service ends and Olilo starts - usually within seconds of each other. No overlap, no dead time.
Plug in your router, use the credentials we sent you, and you're on Olilo. Static IP, /48 IPv6, no CGNAT.
OTS is backed by Ofcom rules. These are the guarantees you get every time you move providers.
Your old and new service switch inside a single handover window. If anything fails, there's a back-out to your old provider.
The 14 days starts from when you place your order, not from go-live. If install has already begun you may owe the install costs, but never an early termination fee.
If the switch goes wrong and you lose service, we'll work with you on a fair resolution - credits, pro-rata refunds, and clear comms on what went wrong.
You can move your service to a new address as long as we cover it. A move means ending your current contract and starting a fresh one at the new home (potentially with a new minimum term and activation fee), so the smoother you make this for us, the smoother we make it for you. Full detail in Terms & Conditions, Section 22.
Let us know your move-in date and new address. Two weeks gives us enough runway to align with our Network Partner's installation slots.
If Olilo is available, we'll quote any address-specific differences (network, speed tier, install fee). If it's not, we'll tell you honestly.
We aim to line up the new connection with your move-in date. If there's a gap, we'll explain what's possible and offer a pause on billing where fair.
The day you move in, your service is live. Same username, same static IPv4 and /48 IPv6 wherever possible.
No. OTS switches happen inside a single working window, usually with a few seconds of handover. If anything goes wrong, there is a back-out procedure that keeps you on your old provider until it's resolved.
No. Under OTS (mandatory since April 2024), your new provider - us - tells your old provider for you. You just place the order with Olilo and we handle the rest.
You can still switch. If you're still within your minimum term, your old provider may charge an early termination fee - they'll tell you exactly how much in the Switching Information Notice they send you. You'll also get a 14-day cooling-off period from the moment you order with us (see below for the details).
Olilo is broadband-only today. If you have a landline you want to keep, you'll need a separate VoIP provider - happy to recommend one if you ask.
Often yes - we're full fibre only, with symmetric speeds on XGS-PON networks. You'll see the real-world expected speed at your address on the order confirmation.
You have a 14-day cooling-off period. The 14 days starts from the moment you place your order - not when your service goes live. If you cancel before installation has started, there's no charge. If we've already begun or completed your installation by the time you cancel, you may be liable for the install costs already incurred - but you won't pay any early termination fees.
On 30-day rolling contracts, there's a one-off £17 migration charge to cover the network transfer cost from Openreach or CityFibre - passed through at cost. This doesn't apply on 12 or 24 month term contracts.
No early-exit fee from us on rolling. The one thing to know: where your service is delivered over an Openreach, Trooli, or MS3 network and you joined on a 30-day rolling plan from the outset, our Network Partner charges a £60 cessation fee if you cease (or move home) within the first 12 months of your service start date - we pass that through at cost with no markup. After 12 months, no fee. Doesn't apply on CityFibre or Freedom Fibre, or if you moved to rolling after completing a minimum term. Full detail in Terms & Conditions §12.1 and on the pricing page.
Place an order and we'll handle your old provider for you. No calls, no scripts, no hold music.
