One Touch Switching For giffgaff Broadband.

When giffgaff brought its fair, contract-free, community-led approach to the UK broadband market, it needed a switching experience to match: simple for members, and fully compliant with Ofcom’s One Touch Switch regulations from day one.

The Challenge

Every provider selling residential broadband in the UK must support One Touch Switch, exchanging switch messages with other providers through the industry’s TOTSCo Hub. For a new broadband entrant, building and certifying that integration in-house is a significant undertaking, and a distraction from launching a great product. giffgaff needed a dependable, cost-effective route to compliance that reflected its values: fair, straightforward and member-first.

Our Solution

giffgaff selected Zentive’s SureSwitch platform to handle One Touch Switching end to end. SureSwitch connects giffgaff to the TOTSCo Hub and manages the matching and switching messages behind the scenes, so members can move to and from giffgaff broadband with a single request to the provider they are joining. No codes, no friction.

As a managed, Ofcom-compliant solution, SureSwitch let giffgaff go live on the Hub without diverting engineering effort away from its broadband launch.

Looking Ahead

The partnership reflects growing adoption of SureSwitch among telecoms providers seeking dependable, economical One Touch Switch solutions. Zentive is extending the platform to support business switching in 2026, bringing the same simple experience to business customers.

“giffgaff has always stood for fairness and simplicity, and we're thrilled to support them as they bring those same values to broadband.”

Colin Noden, Sales Director, Zentive