Switching - broadband

03 April 2023

What is the process and whom should I contact?

This guide explains what you need to do if you want to switch your broadband to a new provider.

There are two different types of process for switching broadband - 'gaining provider led' and 'cease and re-provide'.

Which process you follow largely depends on what provider you're switching to and from and the type of connection you have or are looking to change to. In particular, if you are switching to or from a cable provider such as Virgin Media, you will need to follow the 'cease and re-provide' process.

The length of time it will take will depend on the services you have.

The first thing you should do therefore is contact the provider you wish to switch to, and explain what you want to do. They should be able to give you details on which process you need to follow.

Any loss of service that occurs during a switch should not be longer than one working day and providers must compensate you if things go wrong.

Below we set out the details for each of the processes.

What about line rental and line rental charges?

Some broadband offers require you to take out line rental with the same provider, so you pay them for both the broadband and phone line over which it's delivered. This could mean you need to switch your landline alongside your broadband, so make sure you are happy to do so before signing up for one of these offers.

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