Broadband one touch switch stuck order issue

Abourmike

Hi.

I’m hoping someone here has experienced this and can advise.

I’m currently with Sky Broadband and received a price-rise notification, so I’m within the 30-day penalty-free exit window. I tried to switch to Vodafone via the MSE comparison tool (which routed me through Broadband Genie).

During sign-up with Vodafone, when I entered Sky as my current provider, the system returned an error saying “a switch request has already been made” and that my service is already being switched — which I have not initiated.

I’ve since:

• Spoken to Sky and Vodafone — neither can see any active switch requests
• Contacted Ofcom, who put me in touch with TOTSCo (One Touch Switch administrators)
• TOTSCo told me there appears to be a stuck/ghost OTS order that needs cancelling, and that my current providermust resolve it

However, Sky are refusing to contact TOTSCo, claiming they can’t share my details even with my consent, leaving me stuck and unable to switch via OTS. I’m now a week into my 30-day exit window and worried about losing the right to leave without fees.

Sky have suggested cancelling outright rather than using OTS, but that risks losing my phone number and having a broadband gap, which I’d like to avoid.

Has anyone else had a stuck One Touch Switch order like this?

• How did you get it cleared?
• Did your provider eventually escalate it properly?
• Any wording or escalation route that worked?

Any help or shared experiences would be hugely appreciated.

Thanks in advance.

QrizB

I've not heard of this before, and don't recall a similar thread. Sorry

Purplefleur

Hi,

Did you manage to resolve this?

I am facing the same problem, but with Now broadband which is a subsidiary of Sky

Abourmike

Hi,

I did eventually get this sorted, but it took several weeks and far too many phone calls with Sky.

In the end, the issue was exactly what OFCOM and TOTSCo had outlined; Sky simply needed to contact TOTSCo and request that the stuck order be removed from my account. It turned out to be a very straightforward fix. Unfortunately, most of the Sky customer service reps I spoke to didn’t seem aware of this process or how to resolve it.

What finally worked was repeatedly asking them to escalate the case to someone UK-based who understood how to contact TOTSCo and handle the cancellation properly.

Unbelievably, the exact same thing happened the following month with my mum’s broadband. Armed with what I’d learned, I contacted Sky on her behalf (with full permission), but ended up going through several weeks of the same frustrating back-and-forth. They refused to escalate it and kept insisting the issue wasn’t theirs.

In the end, I submitted a formal written complaint via email, clearly explaining:

1. What was the issue

2. What needed to be done to fix it

I also made it clear that I would escalate to the relevant resolution scheme if it is not resolved within the required timescales.

Almost five weeks later, they finally fixed my mum’s stuck order.

Honestly, Sky’s customer service has been the worst I have ever dealt with.

My advice:

1. Make a formal complaint as early as possible

2. Get a case number

3. Don’t let them close the case until it’s fully resolved (they tried this multiple times with me)

At least that way, you’ll be in a position to escalate more quickly if they don’t sort it.

Good luck 🤞

QrizB

Thank you for letting us know it was all sorted out eventually!

Purplefleur

Hi,

Thank you so much for your detailed response. I had the same issue last year and after weeks of frustration, ended up staying with Now Broadband.
This time I really want to resolve this, but as usual am being sent from pillar to post, with everyone i speak to saying that it’s not their problem and everything is ok at their end. I have even tried to go to Plusnet, with no landline, hoping that would solve the problem, but they are getting the same ‘switch has been made’ response.
I might try what you have suggested, but the thought of having to keep fighting and wait for weeks is just so daunting.

Thanks again, helps to know I’m not the only one! 🙏