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 a new (single) supplier

In this scenario, there are 3 possible ways to switch your services and your chosen supplier will advise on the most appropriate method to use. The correct process to be used will depend upon how your current service is delivered and the technology employed by your new supplier.

• Linked orders process (single supplier) – minimal downtime, approximate lead-time to complete (10-12 days)
• Sequential orders process (single supplier) – minimal downtime, approximate lead-time to complete (15-20 days)
• Single Order Process – minimal downtime , approximate lead-time to complete (10-12 days)

Linked orders process (single supplier)

This process may apply if you are intending to switch your existing telephone & broadband services’ to a single supplier. Your new supplier will advise you if this process is available.

With this process you do not require a MAC from your existing supplier. You simply approach your new chosen supplier, explain that you wish to switch your telephone (i.e. ‘line rental and ‘calls’) & broadband services (as a bundle) to them and that you will require both services to be delivered on the same day with minimal loss of service. They will progress your order, from that point, without the need for you to approach your existing supplier for a MAC.

You will then receive two‘advice of transfer’ letters – one from your existing telephone service provider and one from your new provider, advising you of the details of the switch, and giving you an opportunity to cancel if you have changed your mind or have been mis-sold, taking account of any contractual obligations which may apply. This is a consumer protection mechanism and is known as the ‘Letter facilitation process’

There is a possibility that the ‘Linked orders process’ cannot be used and your chosen supplier will instead use the either the ‘Sequential orders process’ or the ‘Single order process’.

Sequential orders process (single supplier)

If the Linked orders process is not possible, then your telephone and broadband services will be switched individually in 2 stages. Although the overall process may take 15-20 days to complete, the level of downtime should be minimal.

In this scenario, your chosen supplier will arrange to switch either your telephone service (i.e. line rental and calls) or broadband service first. In order to initiate the broadband switch you will be advised to obtain a MAC from your existing broadband supplier. Prior to switching your telephone services, you will receive two ‘advice of transfer’ letters – one from your existing telephone service provider and one from your new provider, advising you of the details of the switch, and giving you an opportunity to cancel if you have changed your mind or have been mis-sold.

Both services should switch relatively seamlessly but you should verify the likely impact with your chosen supplier beforehand.

If your existing broadband service was not part of a ‘bundled’ service, (i.e. you have 2 separate suppliers, 1 for telephone and 1 for broadband service), then once your new telephone service has been switched over, your existing broadband service should continue to work. Your chosen supplier will then proceed to switch your broadband service over using the MAC process. You will need to obtain a MAC from your existing broadband supplier. Either service may be switched over first – i.e. broadband then telephone. Both services should switch relatively seamlessly but you should verify the likely impact with your chosen supplier beforehand.

It is strongly recommended that you do not cease your telephone services at any point unless you are actually moving from the property (see Moving House). If you do cease your services then you may be left without a telephone line (including broadband) for a period of time.

Single Order Process

The Single Order Process will enable both your voice and broadband services to be switched seamlessly with minimal downtime and should complete within 10 days. This process is only available in limited scenarios and your chosen supplier will advise the circumstances this is available. Prior to switching your service, you will receive two ‘advice of transfer’ letters – one from your existing telephone service providers and one from your new provider, advising you of the details of the switch, and giving you an opportunity to cancel if you have changed your mind or have been mis-sold.