Ofcom's advice on your next step

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

Switching your broadband and telephone services (i.e. ‘line rental and ‘calls’) to 2 separate suppliers

In this scenario, there are 2 possible ways to switch your services and your chosen supplier will advise on the most appropriate method to use. :-

• Linked orders process (dual suppliers) – minimal downtime, approximate lead-time to complete (10-12 days)
• Sequential orders process (dual suppliers) – minimal downtime, approximate lead-time to complete (15-20 days)

Linked orders process (dual suppliers)

If you decide to use different service providers (e.g. SP1 for telephone, SP2 for broadband), you may be able to use the ‘Linked Orders Process’. When you approach your 1st supplier (e.g. SP1 for telephone) you should explain that you are obtaining your broadband from another supplier (you do not have to say who) and that you will require both services to be delivered on the same day with minimal loss of service. Where appropriate this will prompt SP1 to give you a ‘Linked Order Reference Number’(LORN) which you must then give to your chosen Broadband supplier (SP2) as soon as possible, in order for the 2 orders to be directly linked and matched within the provisioning process.

This is called the ‘Linked Orders Process’

Linked Orders Process -this is a process that facilitates a seamless migration (i.e. minimal break in service) of both telephone and broadband to either the same or two different suppliers. Both services are usually delivered on the same day (i.e. simultaneously), although the voice service may with your agreement be supplied earlier.

In some instances, the set-up of your current services may not permit use of the Linked orders process. It is important therefore to establish upfront with your chosen supplier(s) whether they support the ‘Linked Orders Process’ or not, and whether it can be used. If it cannot, your only choice will be to initiate the 2-stage Sequential orders process yourself, ensuring that your 2 chosen suppliers are made aware up front that you wish to maintain service continuity, as much as possible, throughout the process.