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.
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. 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.
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.
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.
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.