How to Switch Broadband Provider: A Simple UK Guide

Switching broadband provider used to feel like a chore. You had to call your old provider, sit through a retention pitch, line up the new service and hope the gap did not leave you offline for a week. That is no longer how it works in the UK. Since September 2024, a process called One Touch Switch has put your new provider in charge of the whole move, so for most people changing broadband is now a quick, single conversation.

This guide walks through how to switch broadband provider, how long it takes, what it costs if you are still in contract, and the few situations where the easy route does not apply.

How easy is it to switch broadband providers now?

Easier than it has ever been. Under Ofcom's One Touch Switch rules, you only deal with the provider you are moving to. You give them your address and the name of your current provider, and they arrange everything else, including cancelling your old service. There is no need to phone your existing provider or sit through a save attempt.

The old system only ran smoothly when both providers used the same network, such as moving between BT and Sky on Openreach. The current rules cover everyone, so you can move from Virgin Media to a newer network like Hyperoptic or Community Fibre with the same single request. You can read the official summary on the Ofcom switching guide.

How to switch broadband provider, step by step

1. Check when your current deal ends. Look at your latest bill or your online account for the contract end date. If you are out of contract, you can switch with no penalty. If you are still inside your minimum term, see the exit fee section below before you commit.
2. Compare deals for your address. Speeds and prices vary street by street, so always search using your postcode. It helps to know the speed you currently get before you shop, which you can work out in our guide to broadband speed explained.
3. Sign up with your new provider. Place the order with the company you want to move to and give them your address plus the name of your current provider. That single step starts the switch.
4. Read the switching information you are sent. Your old provider has to send you key details automatically, including any early exit charges, equipment you need to return and your final bill. Check these before the switch goes ahead.
5. Confirm the switch date. You agree a date with your new provider. There is nothing else to arrange with your old one.
6. Return any old equipment. Send back routers or kit if your old provider asks for it, since some charge a non-return fee.

How long does it take to switch broadband provider?

The switch itself can happen in as little as one working day once your date is agreed. Any loss of service during the move should not last longer than one working day, and your provider has to compensate you if it goes wrong. In practice, the main wait is the lead time to your chosen switch date rather than the changeover, which is often seamless if you are staying on the same underlying network.

What if I am still in contract?

One Touch Switch removes the hassle, but it does not remove the cost of leaving early. If you are still inside your minimum term you will usually pay an exit fee, so it is often cheapest to time your switch for when the contract ends. There are exceptions worth knowing about. If your provider raised your price by more than the pounds and pence figure set out in your contract, you may have the right to leave penalty free. The same applies if you are not getting the speeds you were promised when you signed up. Ofcom explains these rights on its switching provider pages.

Some providers will also pay something towards your old exit fee if you join them, so it is worth asking before you rule out an early move.

When One Touch Switch does not apply

The process covers home fixed-line broadband and landline services. It does not cover business broadband or mobile broadband, which follow their own switching rules. If you are moving house rather than just changing supplier, that is a slightly different process too, since you may be transferring your service to a new address rather than switching networks.

Before you switch: check your speed and your bill

Two quick checks save most people money and disappointment. First, work out what you really need. Paying for ultrafast speeds you never use is wasted money, and a slow line you assumed was fine might be holding back your streaming or video calls. Second, compare the true monthly cost across the deal, not just the headline price, since introductory rates often jump after the first year.

If something does go wrong during or after the switch, having the right number to hand speeds things up. Our list of UK broadband contact numbers covers the major providers.

You can run the numbers before you commit: