How to Switch Broadband Provider

1. Overview: how switching works in the UK

Switching broadband provider in the UK has become significantly easier thanks to Ofcom's One Touch Switch (OTS) process, which came into effect in April 2023. Before OTS, customers often had to contact their old provider separately to cancel, which could be confusing and time-consuming. Now, your new provider handles the entire switch for you.

The basic process is straightforward: you sign up with a new broadband provider, they contact your current provider on your behalf, and the switch happens on an agreed date — typically within 10-14 working days. You don't need to call your old provider to cancel, and there should be minimal disruption to your service.

However, there are some important things to check before you switch, including your current contract status, any early termination fees, and whether the switch involves a change of network. This guide walks you through every step of the process so you can switch with confidence.

2. What to check before you switch

Before committing to a new broadband provider, take a few minutes to review your current situation. This can save you from unexpected charges and ensure a smooth transition.

Check your contract end date

Log into your current provider's account or check a recent bill to find your contract end date. If you're still within your minimum contract term, you'll likely face an early termination fee. Most providers calculate this as the remaining months multiplied by your monthly cost, though some cap the fee. If your contract ends within the next month or two, it may be worth waiting to avoid the charge.

Note your current speed and price

Before you compare new deals, make a note of what you're currently paying and the speed you're getting. Run a speed test at speedtest.net or Ofcom's speed checker to see your actual speeds versus the advertised figure. This gives you a benchmark for comparing new deals — you want to make sure you're genuinely getting a better deal, not just a different one.

Check what's available at your address

Not all broadband packages are available at every address. FTTP full fibre is still being rolled out and may not have reached your area. Virgin Media's cable network doesn't cover all postcodes. Enter your postcode on provider websites to see what's actually available before you get your heart set on a specific deal.

Consider bundled services

If your current broadband is bundled with TV, phone, or mobile services, switching broadband may affect those services too. Some providers require you to keep all bundled services or none. Check what happens to your TV package or phone line if you switch the broadband away.

3. Ofcom's One Touch Switch explained

Ofcom introduced the One Touch Switch (OTS) process in April 2023 to make switching broadband easier for UK consumers. The key principle is simple: your new provider handles everything. You don't need to contact your old provider to cancel.

Here's how OTS works behind the scenes:

1. You sign up with your new provider. You choose a package and place an order with the new provider, giving them your address details.
2. The new provider contacts your old provider. Using a centralised switching system, your new provider notifies your current provider that a switch has been requested.
3. Your old provider sends you a notice. Within one working day of the switch request, your old provider must contact you to confirm the switch is happening, tell you the switch date, explain any early termination fees, and inform you of any services that will be affected (like TV or phone).
4. You have a cooling-off period. You can cancel the switch within 14 days if you change your mind. After this period, the switch proceeds as planned.
5. The switch happens on the agreed date. Typically 10-14 working days from your order. Your old service is disconnected and your new service begins, ideally with minimal or no gap in service.

OTS applies to all residential broadband switches within the UK, covering Openreach-based providers (BT, Sky, Plusnet, TalkTalk, Vodafone, etc.) as well as switches involving different networks (like moving to or from Virgin Media's cable network).

4. Step-by-step switching process

Here's the complete process for switching broadband, broken down into clear steps:

Step 1: Compare broadband deals

Use a comparison site like SaveCompare to see what's available at your address. Filter by speed, price, and contract length to find deals that match your needs. Pay attention to the total contract cost (including setup fees and expected price rises), not just the headline monthly price.

Step 2: Choose your new provider and package

Once you've found a deal you're happy with, place an order with your new provider. You'll typically need to provide your name, address, date of birth, and payment details. If you're switching from another Openreach-based provider, your new provider may ask for your existing phone number to identify your line.

Step 3: Receive confirmation from both providers

Your new provider will confirm your order and provide an estimated switch date. Your old provider will also contact you (usually by email or letter) within one working day to confirm the switch, outline any early termination fees, and explain which services will be affected.

Step 4: Prepare for the switch

In the days before your switch date, back up any data stored on your provider's cloud services, move any provider-linked email addresses, and make sure you know where your new router will need to go. If an engineer visit is required (common for FTTP installations or network changes), you'll need to be at home.

Step 5: Switch day

On the agreed date, your old service will be disconnected and your new service will go live. If you're staying on the Openreach network, this usually happens automatically with minimal downtime. Connect your new router (if provided), wait for it to sync, and run a speed test to check everything is working.

Step 6: Return old equipment

Some providers require you to return their router and any other equipment within a specified timeframe (usually 14-30 days). They'll typically send a prepaid returns bag or label. Make sure you return equipment promptly to avoid being charged.

5. Switching between different networks

Most UK broadband providers use the Openreach network (the phone line infrastructure owned by BT). Switching between Openreach-based providers (e.g., from BT to Sky, or from TalkTalk to Plusnet) is the simplest type of switch — it's handled entirely through OTS with no engineer visit needed.

However, some switches involve a change of network:

Moving to or from Virgin Media

Virgin Media uses its own cable network, separate from Openreach. If you're switching to Virgin Media from an Openreach provider (or vice versa), an engineer visit is usually required to install or activate the connection. This is typically free. You may have a brief overlap where both services are active, or a short gap between disconnection and connection.

Moving to or from a full fibre altnet

Alternative network providers (altnets) like CityFibre, Hyperoptic, and Community Fibre have their own fibre infrastructure. Switching to or from these providers may require an installation appointment. The OTS process still applies, but the physical installation adds an extra step.

Moving to or from 4G/5G home broadband

If you're switching from a fixed-line broadband to a 4G/5G home broadband service (like Three's or EE's home broadband), or the other way around, the process is slightly different. Fixed-line cancellation still follows OTS, but the mobile broadband setup is typically self-install with a plug-and-play router.

6. Keeping your phone number

If you have a landline phone number you want to keep, you can usually transfer it to your new provider as part of the switching process. This is known as number porting.

When you sign up with your new provider, tell them you want to keep your existing number. They'll arrange the port as part of the switch. The number transfer usually happens on the same day as the broadband switch, though it can occasionally take an extra day or two.

There are a few situations where you might not be able to keep your number:

• If you're switching to a broadband-only package that doesn't include a phone line
• If you're moving to a provider on a completely different network infrastructure
• If your number was originally assigned in a different exchange area and you've since moved

With the shift to digital phone services (most UK providers are moving from copper PSTN to VoIP by the end of 2025), number porting between VoIP services should become even more straightforward.

7. How to avoid downtime

Nobody wants to be without internet for days during a switch. Here are practical steps to minimise downtime:

• Choose a switch date that works for you. Most providers let you select a preferred switch date. Avoid choosing a date when you have important video calls or deadlines.
• Keep your old router connected until the switch. Don't unplug your existing router until your new service is live. On switch day, wait for confirmation from your new provider before disconnecting the old equipment.
• Have a mobile data backup. If you work from home, make sure your mobile phone has enough data to tether your laptop for a few hours in case there's a gap in service on switch day.
• Test your new connection immediately. As soon as your new router is connected and synced, run a speed test. If something isn't right, contact your new provider's support immediately — issues are easier to resolve on day one.
• Allow 24-48 hours for speeds to stabilise. New broadband connections often go through a "training" period where the line optimises itself. Speeds may be lower than expected for the first day or two before settling at their normal level.

8. Early termination fees

If you switch before your minimum contract term ends, your current provider will usually charge an early termination fee (ETF). Understanding how these fees work helps you decide whether it's worth switching now or waiting for your contract to end.

How ETFs are calculated

Most providers calculate the ETF as the remaining monthly payments multiplied by your monthly cost. For example, if you have 6 months left on a £30/month contract, the ETF would be approximately £180. Some providers cap this or use a sliding scale that reduces the fee over time.

When it's worth paying the ETF

Sometimes paying the early termination fee is still cheaper than staying on your current deal. Do the maths: if the new deal saves you £15/month and you have 6 months left, you'd save £270 over 18 months with the new deal but pay £180 in ETF — a net saving of £90. Also consider any new-customer incentives like cashback or gift cards that might offset the ETF.

Avoiding ETFs

The easiest way to avoid ETFs is to switch when your contract ends. Most providers send you an end-of-contract notification (required by Ofcom since 2020) reminding you when your deal expires and what your out-of-contract price will be. This is the ideal time to switch or renegotiate.

You can also avoid ETFs if your provider raises your prices beyond what was agreed in your contract. If a price increase isn't clearly stated in your contract terms (for example, if they increase prices beyond the stated CPI + 3.9% formula), you have the right to leave without penalty within 30 days of the increase.

9. What to do if something goes wrong

Most broadband switches go smoothly, but occasionally things don't go to plan. Here's what to do if you encounter problems:

Service not activated on time

If your new broadband isn't working by the agreed start date, contact your new provider first. Under Ofcom's automatic compensation scheme, you're entitled to £6.10 per day for each day the service is delayed beyond the promised date. Major providers including BT, Sky, Virgin Media, TalkTalk and Plusnet are signed up to the scheme.

Slower speeds than promised

If your broadband speed is significantly lower than what was estimated when you signed up, contact your provider. Under Ofcom's Voluntary Code of Practice on Broadband Speeds, if your provider can't resolve a speed issue within 30 days, you have the right to leave your contract without penalty.

Being charged by both providers

Under OTS, your old service should be cancelled on the switch date, and you should only be charged up to that date. If you receive a bill from your old provider covering the period after the switch, contact them and request a refund. Keep confirmation emails and switch date records as evidence.

Escalating a complaint

If you can't resolve an issue directly with your provider, you can escalate to the relevant Alternative Dispute Resolution (ADR) scheme. Most broadband providers are members of either the Communications Ombudsman or CISAS. You can usually escalate after 8 weeks of unresolved complaints, or immediately if your provider sends you a deadlock letter.

10. Pre-switch checklist

Before you switch, run through this checklist to make sure you've covered everything:

• Contract status: Check when your current contract ends and whether you'll face an early termination fee.
• Current speed: Run a speed test so you know what you're currently getting as a benchmark.
• Email addresses: Move away from provider email addresses (@btinternet.com, @sky.com, etc.) to a free service like Gmail.
• Availability check: Confirm the new deal is available at your specific address, not just your postcode.
• Total cost: Calculate the full contract cost including setup fees, monthly price rises, and any cashback offers.
• Phone number: Tell your new provider if you want to keep your existing landline number.
• Bundled services: Check what happens to any TV, phone, or mobile services bundled with your broadband.
• Equipment return: Find out whether you need to return your old router and when.
• Switch date: Choose a date that works for you, avoiding days when reliable internet is critical.
• Mobile data backup: Ensure you have mobile data available on switch day in case of a brief service gap.

Summary

Switching broadband in the UK is straightforward thanks to Ofcom's One Touch Switch process. Your new provider handles everything — you don't need to contact your old provider to cancel. The process takes around 10-14 working days with minimal downtime. The key things to check before switching are your contract end date (to avoid early termination fees), your current speed (so you know you're getting a genuine upgrade), and any provider email addresses you need to migrate.

If your broadband contract has ended and you're paying the out-of-contract rate, you're almost certainly overpaying. Switching to a new customer deal can save £60-£180 per year with minimal effort. Compare deals, pick a switch date, and let your new provider do the rest.