Switching broadband is simple with ‘One Touch Switch’. You just need to contact the provider you want to move to, and they will arrange the switch for you.
Switching provider can be a great way to save money if you are out of contract. You might also find that buying broadband as part of a bundle with your landline or mobile could help you save money. See our money-saving tips for more suggestions.
Which broadband provider is right for you? Three things to consider
Check for early termination charges
If you want to change provider before the end of your contract, you might need to pay early termination charges. So, it’s important to check whether you’re in or out of contract. If you use the One Touch Switch process you will be told about any charges.
How to switch your broadband
You’ll need to give your new provider a few details including what services you want to switch, your address and the name of your current provider. They will arrange the switch for you.
If the details you provided match, your current provider will send you important information to help you decide whether to go ahead. If you go ahead, the new provider will arrange the switch for your preferred date where possible.
Once your new service is working, your old service will end automatically.
If you use an email service from your broadband provider, find out if you have any options to continue this after your switch.If you can’t, you might consider migrating your email service to a new provider before you switch your broadband.
Your old provider must not charge you for any notice period after the switching date. Any loss of service must not last longer than one working day, and providers must compensate you if things go wrong. This includes if you are left without a service for more than one working day, or if your provider misses any service or installation appointments.
Managing your own switch
You might choose to manage your own switch - for example having a period of overlap between the new and old service. In this case, tell your new provider when you place the order and arrange the cancellation separately with your old provider. However, bear in mind the One Touch Switch process would not apply in this case.
How to switch 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 in your bundle such as a TV service. Your old provider will explain your options for these services.
How to cancel your switch – cooling-off period
You have the right to cancel your order within 14 calendar days. If you change your mind, contact your new provider to cancel your request. If your service has already started, you might still have to pay for the proportion of the service used and any installation costs. Your old service will not automatically be reinstated.
What to do if your broadband provider goes out of business
Check our advice on what to do if your provider is going out of business.