Changing provider


While millions of people successfully switch phone and broadband provider each year, we understand that not everyone enjoys a trouble-free switching experience.

If you're having problems switching your phone or broadband, here is some advice on what you need to do next.

Slamming

(being switched from your provider to another without your knowledge or consent)

If you think you have been switched to a new provider without your knowledge or consent, contact your old provider and ask that they transfer your service back as soon as possible.

You should also contact the provider who has taken over your service and tell them you did not agree to the transfer.

Explain the circumstances and ask them to investigate this for you.

If this does not resolve your problem, follow the process at the bottom of this page.

Attempted Slamming

If you think someone is attempting to switch you to a new provider without your knowledge or consent, ask your current provider to cancel the order.

This should be possible up to 24 hours before the transfer is due to take place. You should also tell the provider who is trying to take over your service that you wish to cancel.

If this does not resolve your problem, follow the process at the bottom of this page.

Tell Ofcom

Consumers play a vital role in helping us tackle slamming.

Although Ofcom can't investigate individual cases, your complaints about slamming/mis-selling can lead to us launching investigations and ultimately to us taking action.

Complain to Ofcom


Problem changing broadband provider

Ofcom wants all consumers to be confident that they can switch their broadband provider with the minimum of fuss.

When switching between broadband providers, your new provider will be best placed to provide you with accurate information and advice on the switching process you will need to follow. All providers are required to do this.

For help with your individual complaint, follow the process outlined below.

If you are still unable to resolve the problem, complain to Ofcom.

Although we can’t investigate individual cases, your complaints can lead to us launching investigations and ultimately to us taking action.