Switching broadband is now a one call job. Under Ofcom’s One Touch Switch process, you contact the provider you want to join and it handles the rest, including telling your old provider. That works even if you are moving to a completely different network, such as from Openreach to Virgin Media or a full fibre altnet.
The best time to switch
The best time to switch broadband is near the end of your contract. Your provider must contact you between 10 and 40 days before your contract ends, telling you the end date, what you will pay afterwards and its best deals. Once you are out of contract, prices usually rise, so switching or agreeing a new deal often saves money. Our guide to broadband price rises shows what each provider charges after its yearly increase.
Before you switch: three checks
- Find your contract end date. Your current provider’s app or website shows whether you are in or out of contract. Leaving early usually means an exit fee.
- Check your email address. If you use an email address from your broadband provider, ask what happens to it when you leave. Set up a new address before you switch if you might lose it.
- List anything that uses your line, such as a home phone number you want to keep, a telecare alarm or a TV service bundled with your broadband.
Switching with One Touch Switch
- Choose your new deal and order it. Check which providers reach your address first, then compare the best broadband deals. The new provider asks for your address, your current provider and the services you want to move.
- Read the information your current provider sends. It must tell you about any exit fees or other charges before you go ahead.
- Pick a switch date. If you are moving to a different network, the new provider will tell you about any engineer visit or equipment.
- Set up the new router when it arrives and connect your devices. Many routers have a QR code that makes this quicker.
- Your old service stops automatically once the new one is working.
- Check whether your old provider wants its router back. Many offer a free returns bag, and some charge a fee if the router isn’t returned.
Your rights during the switch
- Your old provider can’t charge you for any notice period after your switch date.
- Any loss of service during the switch should last no longer than one working day.
- You can cancel a new order within 14 calendar days. If the service has already started, you may have to pay for what you have used.
Automatic compensation
Most large providers are signed up to Ofcom’s automatic compensation scheme. If they let you down, the money is credited to your account within 30 days without you having to claim.
| Problem | Compensation from 1 April 2026 |
|---|---|
| New service starts late | £6.46 per day |
| Engineer misses an appointment or cancels with less than 24 hours’ notice | £32.31 per appointment |
| Total loss of service not fixed within two full working days | £10.34 per day |
Source: Ofcom. Rates rise each April in line with inflation.
Managing your own switch
You can arrange the switch yourself if you want the old and new services to overlap, for example to avoid any gap when moving to a new network. Tell the new provider when you order and cancel the old service separately. One Touch Switch protections don’t apply, so check notice periods and be ready to pay for both services for a short time.
Bundles with TV or phone
If your broadband is bundled with a landline, both usually move together. TV packages often need cancelling separately with your current provider. Ask before you switch if you want to keep one service and move another.
Most providers now run home phone calls over your broadband connection instead of the old copper network, as part of the landline switch off. Your number can still move with you. If you have a telecare alarm, tell your new provider when you order so it can check the alarm works on its service. Find out how each provider’s service works on our pages for BT Digital Voice, Vodafone Home Phone and Virgin Media Home Phone.
Moving home
Moving house isn’t a switch, so One Touch Switch doesn’t apply. Tell your provider your moving date first. What happens next depends on whether it can connect your new home, and our guide to leaving a broadband contract early sets out the exit fee rules if it can’t.
Switching while in contract
If you are still in contract, you will normally owe an exit fee. Some providers offer credit to cover part or all of it when you join them. Our guide to leaving early covers the options.
If you claim Universal Credit or another qualifying benefit, you can usually move to your current provider’s social tariff without paying an exit fee.
FAQs
Do I need to contact my old provider when I switch?
No. With One Touch Switch, your new provider tells your old provider. You only need to contact your old provider to cancel separate services, such as some TV packages.
How long does switching broadband take?
Usually up to two weeks from your order. A full fibre installation may take longer if the engineer needs to run a new cable.
Can I keep my phone number when I switch?
Usually, yes. Ask your new provider to transfer it when you order.
Will I lose internet while I switch?
You shouldn’t lose service for more than one working day. If you do, you may be owed compensation.
Can I keep my email address when I switch?
It depends on the provider. Some close your email account when you leave, and others let you keep it, sometimes for a monthly fee. Ask your current provider before you switch and move important accounts to a new address first.
What if my switch goes wrong?
Complain to your old or new provider first. If the complaint isn’t resolved within six weeks, you can take it to an independent dispute resolution scheme for free.