How to switch broadband: a step-by-step guide

Since September 2024 you only need to contact your new provider to switch broadband, even if you’re moving between networks, such as from BT to Virgin Media or to a full fibre altnet. This process is called One Touch Switch. Your old provider can’t make you phone them to leave.

1. Check where you are in your contract

Leaving before your minimum term ends usually means paying an early exit fee, which is often most of the remaining monthly bills. Your provider’s app or account page shows your end date. Providers also have to write to you 10 to 40 days before the contract ends, with your current price, the price you’ll pay after the end date and their best deals.

If you’re out of contract, you’re probably paying more than new customers. On many providers the price jumps once the deal ends, and you can switch without a fee. You may still have to give 30 days’ notice.

2. Compare total cost, not the first bill

Most contracts have a fixed price rise every spring, and some charge a setup fee. Compare deals on what you’ll pay over the whole contract. Our deals page shows every rise and the total cost for each deal. We explain why it matters in the real cost of a broadband deal.

Also check what’s available at your address. Prices and speeds vary street by street, and an altnet may offer faster speeds for less.

3. Order with your new provider

Give your new provider your address and say you’re switching. Your old provider will then send you the details of the switch, including any exit fee and what happens to other services on the account, such as a landline or TV. If you’re happy, confirm with the new provider and they handle the rest.

You don’t pay for notice periods running past the switch date, so you won’t pay for both services at once.

4. Use the cooling-off period if you change your mind

If you sign up online or by phone, you normally have 14 days to cancel. You may have to pay for any service you used during that time.

5. On switch day

• Same network (for example, BT to Sky over Openreach): usually no engineer, just plug in the new router.
• New network or new full fibre line: an engineer may need to install a box inside your home. You’ll get a date when you order.
• Keeping your landline number: ask when you order. Most providers can move it for you.

Return your old router if your old provider asks for it, or you may be charged.

If it goes wrong

Providers have to compensate you if a switch fails and you’re left without service for more than one working day. Most big providers also pay automatic compensation:

Problem	Compensation
Fault not repaired after two full working days	£10.34 per day
Engineer misses an appointment	£32.31 per appointment
New service starts late	£6.46 per day

Providers signed up to automatic compensation include BT, EE, Hyperoptic, Plusnet, Sky, TalkTalk, Virgin Media and Vodafone. The amounts rise with inflation each year.

Compare broadband deals by total cost.