This guide explains what you need to do if you want to switch your broadband to a new provider.
Are you experiencing problems with your current broadband provider, want to upgrade to a faster service, or have found a better deal with someone else?
Maybe you haven't decided to switch yet, but are looking into your options and want to know how easy it would be to change?
Some broadband offers require you 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.
Under a 'gaining provider led process', your new provider will arrange the transfer for you.
You only need to contact the provider you wish to switch to, who will notify your old provider of the intended transfer - you do not need to cancel your contract with your old provider.
If you change your mind, you must contact your new provider to cancel your request to switch.
Once you have contacted your new provider to begin the switching process, both your new provider and the provider you're leaving must both send you a notification letter to inform you of the switch.
The letter from the provider you are leaving must include details of:
The letters from the provider you are leaving and your new provider must also give details of the switch, including a reasonable estimate of the date it will happen.
Your new provider must also keep for a minimum of 12 months a record of your consent to switch services.
If you're switching to or from a cable network, you will need to stop your service with your current provider and start a new service with a new provider (sometimes known as 'cease and re-provide').
In these circumstances you will need to contact both your current provider to cancel your contract and your new provider to arrange your new broadband service.
You may decide to coordinate the start of your new service with the end of your old service, or you may wish to have an overlap of your old and new contracts.
If you're following a cease and re-provide process, you will normally receive notification from the provider you are leaving that your contract is ending (and notification of any charges associated with this), and you will be given a new contract from your new provider which will tell you when your contract is due to start.