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One touch switching from Your Co-op Broadband

When you use One Touch Switch to migrate your broadband and voice services from us to another provider, your new provider will ask you for some details of your account with us so that they can inform us of your intention to switch (this is called performing a “Switch Match”). The details you provide need to match the records we hold, otherwise the One Touch Switch process will fail.
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Good to know:

The idea behind One Touch Switch is that your new provider (the Gaining Provider) – manages the entire switching process with our cooperation (as the Losing Provider).
Your new provider will normally ask you for the name of your current provider, your name, address, and possibly your account number. It’s important you give the same details that you will find on your invoice from us.
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Good to know:

Although we still send a few paper bills in the post, most customers are notified of a new invoice by email. To find one of our email notifications, look for an email from yourcoopnoreply@midcounties.coop with the subject “Your latest bill is ready to view.” We don’t send copies of the bills by email because that could be insecure; instead the email will provide instructions on how to view your bill online.
Online bills can be viewed by signing into https://broadband.yourcoop.coop/my-account/ and clicking on View Bills and Calls. This will take you to our portal, where you can download your latest bill.

All the information you need is on the front page of the bill:

Once we have matched the details you have given your new provider with the details we have in our system, we will contact you with any information relevant to your switch, such as early termination fees or the loss of any related services (these are called “switching implications”).
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Good to know:

You can only switch one service at a time. If you have more than one broadband service on your account or in your property, or if you have multiple accounts, your new provider will need to contact you to ensure the right service is selected.
You then give your new provider consent to proceed with the switch – they will keep us posted on progress, and when your new service goes live with them, we will cease your old one.
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Good to know:

In some cases you might have to provide additional information, such as a phone number, and if your broadband is provided by us but you get line rental and calls from someone else (like BT) then your new provider will need to make a successful match with both providers.
It’s possible that your switch may fail or have unforeseen consequences. If this happens, you may be entitled to compensation if:
  • you have applied to another provider to move away from us, and we have not supplied you with sufficient information about the implications of switching.
  • you are moving to us and we miss an agreed appointment to activate your new service.
  • your router has not arrived by the time your service starts.
In most cases, compensation will be arranged as a bill credit, 30 days after the date of a missed appointment, unless we have given you 24 hours’ notice of any change or you have previously agreed to a change in the original appointment time.

The requirement to provide compensation does not apply to delays in porting telephone numbers between suppliers.