Changing provider

30 September 2015

 Are you struggling to understand what your business might gain from changing supplier?

Maybe you've found a better deal, but you're not sure how to take advantage of this or you're concerned whether switching could cause interruptions in your service?

Ofcom is working to ensure that businesses can take advantage of competition in the market and switch with maximum ease and minimum hassle.

Changing provider could not only save you money but also allow your business to take advantage of newer devices, or technology upgrades.

However, if you're thinking of switching, here are some important things to consider first:

  • Check how long you have left on your current contract. You may have to pay a charge - known as an 'early termination charge' - to leave during the minimum contract period.
  • Make sure you understand what you are signing up to and check the terms carefully. If you are uncertain about the details of what you are being offered, seek clarification from the provider before signing up.

What can I do if I think I have been given misleading information, or switched accidentally or without my consent?

If you have concerns about mis-selling; where you have been given misleading information about a contract or provider, you should contact the provider in question for more information or to complain.

If you believe you have been switched without your consent, known as 'slamming', either accidentally or under suspicious circumstances, you should contact both your providers immediately and explain what has happened.

You can also complain to Ofcom about mis-selling or 'slamming' here. Ofcom cannot take action over individual complaints, but the information provided can be used to inform Ofcom's enforcement and policy work.

How to switch

Click the links below to find out what to expect when switching each different type of service:

Please note that this information explains the switching process for standard services for businesses with ten employees or fewer. For businesses with more than ten employees using standard services, it is likely your provider will also follow these processes. For those with more complex services, the processes may differ. You should speak to your new provider for more details.




Your current provider must not prevent you from switching or refuse to let you switch. There may be outstanding payments on your account relating to service charges or other additional charges, and you should settle these with your existing provider before leaving.

Can I negotiate a better deal with my current provider?

For all businesses, another way of cutting costs or improving services may be to call your current provider and ask them to give you a better deal - some providers may be prepared to offer lower prices and/or add-on benefits if you do so. It's important to remember you may be tied into a new contract even if you're just adding additional services - so check the minimum contract period of any new deal you are offered by your existing provider.

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