Are you having problems with your broadband package? Not getting the speeds you were promised, maybe you've found a better deal through a price comparison website?
It’s never been simpler to switch your broadband. The first thing you should do is contact the provider you want to switch to. They'll be able to explain the steps you need to follow and will also organise the switch on your behalf.
Ofcom rules mean you can leave your provider without being penalised if you’re not getting the broadband speeds you were promised when you entered the contract.
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.
One Touch Switch
In 2024, a new switching process for all broadband and landline services was introduced, called ‘One Touch Switch’ (OTS). This process is easier, quicker and more reliable for customers.
Under this process, you don't need to speak to your current provider. Instead, your new provider can arrange the switch for you. You simply need to provide them with a few details including your address and the name of your current provider.
These details are matched against your current provider’s records, and they will immediately send you important information to consider in deciding whether to go ahead with the switch. This might include early termination charges or the impact of the switch on any other services you currently receive. If you decide to go ahead with the switch, the new provider will arrange this for your preferred switching date where technically possible.
On the day of the switch, once your new service has been confirmed to be working correctly, your new provider will notify your old provider to cease your existing service and you should not be charged for any notice period charges beyond this date.
Providers also have to compensate you in an easy and timely manner if things go wrong - for example if you are left without a service for more than one working day, or if they miss any service or installation appointments. Providers must pay such compensation within 30 days of the completion of a delayed switch, or the date of any missed appointment.
If you change your mind, you must contact your new provider to cancel your request to switch.
Switching a bundle
If you use a bundle of services with a provider, for example landline and broadband, you will usually follow the process described above.
However, you might need to notify your old provider to cancel other services you are also switching as part of a bundle - particularly if the switch involves cancelling a TV service. Your old provider will give you information on what your options are regarding these services in the switching information they send to you.
Has your broadband provider gone out of business?
Take a look at our guide for information about what to do.
What to do if your broadband provider goes out of business
If your provider goes out of business, another company might take over. If a different company doesn’t take over, you might need to sign up to a new provider to stay connected.
Early termination charges
If you want to change provider before the end of your minimum contract period, you might have to pay early termination charges (unless you're not getting the speeds you were promised). If you use the OTS switching process you will be automatically notified by your current provider about any termination charges.
If your provider goes out of business and another company takes over, in most cases, your contract will transfer to them. Early termination charges may still apply if you choose to switch early.
If a different company doesn’t take over, you should not have to pay early termination charges if you sign up to a new provider.
Cooling off period
You have the right to cancel your order within 14 calendar days (the ‘cooling off’ period). However, if your service has already started then you might be charged for the proportion of the service you have already used when you cancel and/or any installation costs incurred.
Managing your own switch
You might choose to ask your new provider not to manage the switch on your behalf, for example if you would prefer to have a period of overlap between the new installation and cancelling your old service. In this case, you need to order the service with your new provider and separately contact your old provider to cancel your existing contract at the appropriate time. However, please be aware that the OTS process would not apply in this case.