How to switch broadband providers without losing connection

Switching broadband used to be a right pain. Now there’s a proper process that makes it pretty straightforward. The new provider handles most of it. You just need to check a few things aren’t about to catch you out.

Before you even think about switching

Check your exit fees if you’re still locked in. Mid-contract usually means £10-15 per remaining month, sometimes just a flat fee. Once your minimum term’s done, you’re on rolling monthly with 30 days notice.

Some contracts let providers raise prices mid-contract by inflation plus a percentage. If yours has gone up more than the contract actually allows, you might be able to leave for free. Read your contract carefully.

Some providers want their router back when you leave. Some send prepaid postage bags, some expect you to sort postage yourself. Keep your original box if you can.

And this is obvious but: check your new provider actually covers your address before you do anything else.

How the switch actually works

One Touch Switch (Openreach network): If you’re moving between providers that use Openreach (BT, Sky, TalkTalk, Plusnet, EE, Vodafone and loads of others), it’s dead simple. Pick your new provider, sign up, they contact your old one automatically, and 10-14 working days later you’re switched. You don’t ring anyone. They handle it.

Virgin Media: Virgin’s got its own cable network so it’s different. You sign up with the new provider or Virgin, contact your old provider to cancel (30 days notice usually), and try to line up when one starts and the other stops. This needs more effort from you to avoid paying double or having a gap.

Smaller networks: Local full fibre providers like CityFibre and Hyperoptic sometimes use One Touch Switch, sometimes want you to cancel separately. Worth asking.

Timeline

You sign up on day one. You get 14 days to change your mind if you want. The actual switch happens in 10-14 working days. Your first bill arrives within 30 days. If you bail during the 14-day cooling off period, no charge.

Your phone number

Want to keep your landline number? Tell your new provider when you sign up. It transfers automatically and takes the same 10-14 days as the broadband. If you forget to mention it, you might lose the number. Check it’s on your order confirmation.

Keeping service running smoothly

Some switching does mean brief downtime. Keep your old router plugged in until switch day so you’ve got internet right up until the changeover. Set your new router up in advance so it’s ready to plug in. Have mobile data as a backup if things take longer than expected. Try not to switch on a Friday because if something goes wrong, you can’t get help until Monday.

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

When things go wrong

Switch didn’t happen on time? Contact your new provider. They should chase things up and might compensate you.

Old provider still charging? Shouldn’t happen with One Touch Switch but if it does, hit them up with proof from your new provider and demand refunds.

Speeds not what you expected? Give it 10 days for things to settle. Still rubbish? Contact the provider and push for investigation.

No service at all? If you’re left without for more than two working days because of the provider’s cock-up, ask for compensation under Ofcom’s automatic scheme.

Try haggling first

Before you jump ship, ring your current provider and tell them you’re thinking of leaving. Loads of them offer retention deals that match new customer pricing. Could save the hassle of switching altogether.

Ask for the same price as new customers get, a speed upgrade for the same money, or waived price increases. If they won’t budge, switch. Competition’s what keeps prices honest anyway.

Before, during, after

Before switching: Check exit fees. Confirm coverage. Note if equipment needs returning. Decide about your phone number.

During: Keep your old router plugged in until switch day. Get the new one ready. Test once it’s live. Return old kit within the timeframe.

After: Check your first bill’s right. Test speeds after 10 days. Set a reminder before the new contract ends so you don’t get caught out with price hikes.