How to Switch Broadband Providers Without Losing Connection

Switching broadband providers used to be a headache. Now there’s a regulated process that makes it fairly painless. The new provider does most of the work; you just need to check a few things first.

Before You Switch

Check these before signing up with a new provider:

Exit Fees

If you’re still in your minimum contract period, you’ll usually pay an early termination fee. This is typically:

• £10-£15 per remaining month of contract, or
• A flat fee stated in your terms

After your minimum term, you’re usually on a rolling monthly contract with 30 days notice.

Price Increases

Many contracts allow mid-contract price increases (usually inflation plus a few percent). If your provider raised prices beyond what the contract allows, you can often leave penalty-free. Check the exact wording in your contract.

Equipment Returns

You may need to return your router when you leave. Some providers send a prepaid bag; others expect you to post it yourself. Keep the original box if you can.

Availability

Not all providers cover all areas. Check that your new provider actually serves your address before doing anything else.

The Switching Process

One Touch Switch (Openreach Network)

If you’re switching between providers that use the Openreach network (BT, Sky, TalkTalk, Plusnet, EE, Vodafone, and many others), the process is straightforward:

1. Compare and choose - Pick your new provider
2. Sign up with new provider - They take your details
3. New provider contacts old provider - Done automatically
4. Switch happens - Usually 10-14 working days

You don’t need to contact your old provider first. The new provider handles it.

Switching to/from Virgin Media

Virgin has its own cable network, so the process is different:

1. Sign up with new provider (or Virgin)
2. Contact old provider to cancel - 30 days notice usually required
3. Coordinate dates - Try to align end and start dates

This needs more effort from you to avoid either paying for two services or having a gap.

Switching to/from Smaller Networks

Local full fibre providers (CityFibre, Hyperoptic, etc.) might have different processes. Some use One Touch Switch; others need you to cancel your old service separately.

Timeline

Stage	Timeframe
Sign up	Day 1
Cooling off period	14 days from sign up
Switch date	Usually 10-14 working days
First bill	Within 30 days

If you change your mind during the cooling off period, you can cancel without penalty.

Keeping Your Phone Number

If you have a landline number you want to keep:

• Tell your new provider when you sign up
• The number transfer happens automatically
• Takes the same 10-14 days as the broadband switch

If you don’t mention it, you might lose the number. Make sure the porting request is on your order confirmation.

Minimising Downtime

Some switching involves brief downtime. To reduce problems:

• Keep your old router plugged in until the switch date - It’ll keep working right up until the changeover
• Set up the new router in advance - Have it ready to plug in
• Have mobile data as backup - Just in case things take longer
• Switch mid-week - Avoid Friday switches where problems can’t be fixed until Monday

Most switches happen with under an hour of downtime. Occasionally it’s a full day.

If Things Go Wrong

Switch didn’t happen on time: Contact new provider. They should chase the technical side and may offer compensation.

Old provider keeps charging: This shouldn’t happen with One Touch Switch. If it does, contact them with your new provider’s confirmation. Demand refunds for overlap.

Speed lower than expected: Give it 10 days for the line to stabilise. If still slow, contact provider for investigation.

Still no service: If you’re left without service for more than two working days through provider error, ask for compensation under Ofcom’s automatic compensation scheme.

Haggling Instead of Switching

Before switching, call your current provider and say you’re thinking of leaving. Many offer retention deals that match or beat new customer prices. This can save the hassle of switching.

Ask for:

• The same price as new customers
• A speed upgrade at the same price
• Waived price increases

If they won’t offer a good deal, go ahead and switch. The competition is what keeps prices in check.

Checklist

Before switching:

• Check exit fees on current contract
• Confirm new provider covers your address
• Note any equipment that needs returning
• Decide if you want to keep your phone number

During switch:

• Keep old router plugged in until switch day
• Have new router ready to connect
• Test new connection once it’s live
• Return old equipment within required timeframe

After switching:

• Check first bill for correct pricing
• Test speeds once line has settled (10 days)
• Set reminder before new contract ends