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If you are looking for an internet service -
How do I switch from one ISP to another

Switching between suppliers - General

The Jargon

There are numerous descriptions for changing suppliers, terms most commonly used by service providers are ‘transfer’, ‘switch’ or ‘migrate’. However they all mean the same i.e. that you wish to change service from your existing service provider to another.

If you decide to switch your services to another service provider, it is reasonable for you to expect your chosen provider to transfer your services quickly & seamlessly with minimal downtime. You should clarify this with your chosen supplier to determine precisely when the switch will take place and whether any downtime is likely to be encountered

Consumer protection mechanisms are also built into the switching processes to help protect you from any mis-selling and to allow the opportunity for you to change your mind if you so decide, taking account of any contractual obligations which may apply.

One of the following 2 consumer mechanisms will apply depending on the set-up of your current services and whether you are seeking to switch just your broadband or both your telephone services (i.e. line rental & calls) & broadband services at the same time.

MAC process
Letter Facilitation process

There are various ways you can move between different internet service providers (ISP), depending on

1. the set-up of your current services
2. whether you are intending to switch just your broadband service
3. whether you are intending to switch other services at the same time either as a ‘bundle’ (i.e. Broadband + phone ‘line rental’ + phone ‘calls’) or as separate services to different service providers.
4. which type of network infrastructure you are moving from and to

Which network to use

At present in the UK, fixed-line broadband services are delivered via one of the following types of Access Networks:-

1. over Openreach’s copper access network. (using digital subscriber line (DSL) technology). This network is managed and operated by Openreach on behalf of all service providers.
2. over a Cable TV network (using cable modem technology). In the UK, this network is managed and operated by Virgin Media within their franchised areas

• Switching your broadband service only (i.e. Telephone services - ‘line rental and ‘calls’ remain with existing supplier )
• Switching your Broadband and calls only service
• Switching your broadband and telephone services to a new (single) supplier
• Switching your broadband and telephone services to 2 separate suppliers
• Switching to or from Cable