Switching broadband is simple with One Touch Switch. Contact the provider you want to move to, and they will manage the switch for you. Sometimes you might need an engineer visit or new equipment, but your new provider should explain what will happen.
Switching provider can help you save money if you’re out of contract. You might also be able to save by bundling your broadband together with other services. See our money-saving tips.
On this page
- Switch your broadband – three easy steps
- Check for early termination charges
- Check what will happen to your email address
- Switch your broadband when part of a bundle of services
- Manage your own switch
- Cancel your switch if you change your mind
- What to do if your broadband provider goes out of business
Check if you're eligible for a social tariff
If you receive Universal Credit, Pension Credit or certain other benefits, you might qualify for a social tariff. This is a cheaper broadband deal, with no mid-contract price rises, for people on lower incomes. Check our social tariff guide.
Switch your broadband - three easy steps
1. Contact your chosen new provider to start the One Touch Switch process
Sign up online or speak to the provider you want to join. They will ask for your address, your current provider, and the services you want to switch.
2. Check the information from your current provider
Look at the details carefully. Your current provider will send you important information, including details of any charges. If you decide to go ahead, the new provider may be able to arrange the switch for your preferred date.
If you’re moving to a different network, your new provider should tell you if you need an engineer visit, new equipment or any other setup steps.
3. Get your new service working and connect your devices
Your new provider should explain what you need to do to get your new broadband working, including how to set up any new equipment. This is likely to include a new broadband router. Once your new service is working, your old service should cease automatically.
Connecting your devices
You will generally need to update the Wi-Fi settings on your connected devices, such as your phone, smart speakers and tablets, to connect them to the new router. You may be able to do this more easily by scanning a QR code provided with the router. Ask your provider for help if you are unsure.
As an alternative, you might be able to set your new router to use your old Wi-Fi network name and password. This could reduce the hassle of updating every device to connect to the new router. However, it is important to use a strong password. If you are not sure how to change these settings, ask your provider for help.
Your rights when switching
Your old provider must not charge you for any notice period after the switchover date. Any loss of service should not last longer than one working day. Your provider must compensate you in certain cases, including if you are left without service for more than one working day, or if they miss a confirmed service or installation appointment. See our guide to automatic compensation.
Check for early termination charges
Check whether you’re in or out of contract on your provider’s website or app. You could also ask your provider or check your email for any end-of-contract notifications. If you switch before the end of your contract, you might need to pay early termination charges. If you switch using One Touch Switch, your provider must tell you about any charges before you switch.
Even if you’re still in contract but you want to switch, some providers might give you money towards any exit fees if you switch to them.
Check what will happen to your email address
Check with your broadband provider if you use an email service that they’ve provided, as this might be affected when you switch. They should tell you if you have any options to continue using your email address after your switch. If you can’t keep using your current email address, set up a new address before you switch.
Switch your broadband when part of a bundle of services
If you bundle your broadband with other services from your current provider, for example with your landline, you will usually follow the process described above to switch both services.
If you want to move your broadband to another provider but keep your landline with your current provider, check what your current provider says about switching before going ahead. In some cases, transferring your broadband can affect the landline service linked to it. If you have the option to keep your existing landline service, your current provider will normally ask you to speak to them to confirm what you want to do.
If your bundle also includes other types of services, such as TV, you might need to contact your current provider to cancel those. Your current provider will explain your options.
If you’re unsure, ask your current provider before proceeding.
Manage your own switch
You might choose to manage your own switch, for example if you want an overlap between your old and new service. However, bear in mind the One Touch Switch process would not apply in this case.
To manage your own switch, tell your new provider when you order, and arrange the cancellation separately with your current provider. Check any fees you may have to pay to your current provider if you’re still in contract, or any notice periods if you’re not. You might need to change the cancellation date if the new service is delayed, and pay for both services if they overlap.
Cancel your switch if you change your mind
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.