How to switch your broadband provider

Is it easy to switch broadband provider?

Yes — switching broadband is much simpler than most people expect. Since September 2023, the industry-wide One Touch Switching (OTS) system has been in operation, which means you only need to sign up with your new provider. Your new provider contacts your old one on your behalf, co-ordinates the transfer date, and migrates your service with no gap in connectivity in most cases. The entire process typically takes between five and fifteen working days from sign-up to go-live.

The only exception is if you are moving from a cable provider (such as Virgin Media) to a phone-line-based provider, or vice versa. In those cases a small broadband-free window is possible because different physical infrastructure is involved. Your new provider will advise you of the exact switch date and what to expect during the transition.

Do I need to cancel my current broadband contract when I switch providers?

No — under the One Touch Switching framework introduced by Ofcom, your new provider manages the entire switching process for you. When you place an order with a new broadband supplier, they send a switch notification to your current provider automatically. Your current provider is then required by regulation to acknowledge the switch and release you on the agreed date without charging a cancellation admin fee.

However, if you are still inside your minimum contract term, an early termination charge (ETC) may apply. Your current provider must tell you the exact amount of any ETC before the switch completes, so you can make an informed decision. If you are out of contract — or moving to a new address where your current provider does not offer service — you should not face any exit penalty. Always check your contract documents or use your provider's online account portal to confirm your contract end date before you start comparing deals.

One important note: you will need to return any router or equipment provided by your old supplier within the timeframe stated in your contract — usually 30 days — to avoid being charged. Your new router from the incoming provider will arrive before or on the day of your switch date so you are never left without a way to connect.

When can I switch broadband without penalty?

You can switch without paying an early termination charge in the following circumstances:

• Your minimum contract term has ended and you are rolling month-to-month. Once your initial contract period expires you are free to leave at any time without an exit fee.

• Your provider has raised your monthly price mid-contract without adequate notice. Under Ofcom rules, a mid-contract price rise that is above the rate agreed at sign-up gives you the right to exit penalty-free within 30 days of being notified.

• Your provider has failed to deliver the minimum guaranteed speed stated in your contract after repeated reported faults. Ofcom's Automatic Compensation scheme entitles you to compensation and, in severe cases, the right to exit without penalty.

• You are within the 14-day cooling-off period after signing a new contract. The Consumer Contracts Regulations 2013 give you 14 days from the date your service starts (or the date your contract is signed if service has not started) to cancel without any exit charge.

If none of the above apply and you are still inside your contract, it is worth calculating whether the savings on your new deal outweigh the ETC. In many cases — particularly if you have only a few months remaining — it can still be worth paying the charge to lock in a better long-term rate.

How long does it take to change providers?

In most cases the switch happens within five to fifteen working days of placing your order with the new provider. The exact timescale depends on the type of technology at your address and whether an engineer visit is required.

For like-for-like FTTC fibre (where both old and new providers use the same Openreach infrastructure), the switch is almost always seamless with no gap in service. Your new router is provisioned remotely on the agreed date and you simply plug in the new equipment. For full-fibre FTTP connections where new physical infrastructure needs to be installed, an engineer appointment may be required, which can extend the lead time to three to four weeks. Your new provider will confirm the exact date at the time of ordering and send you reminders in advance.

If you are switching from a cable provider (Virgin Media) to an Openreach-based provider, or vice versa, there may be a short period — typically 24 to 48 hours — where you are without broadband while the old service is deactivated and the new one activated. Your new provider will advise you on this and suggest ways to stay connected during the gap, such as using mobile data.

Broadband switching statistics

According to Ofcom's Connected Nations and market data reports, over 3.5 million UK households switch their broadband provider each year. Despite this, research consistently shows that many consumers who are out of contract remain on expensive rolling tariffs for 12 months or more — paying an average of £113 more per year than they need to. The chart below illustrates how broadband switching rates vary by region across the UK, with London and the South East leading in switching activity and rural areas showing lower rates, partly due to fewer available providers at those postcodes.

Source: Ofcom Connected Nations report. Figures represent annual switching volumes by region across residential broadband customers.

Does switching providers cost money?

Switching broadband is free in most cases, provided you are out of contract or are switching under a circumstance that allows penalty-free exit. There are no admin or transfer fees charged by either your old or new provider under the One Touch Switching framework — Ofcom prohibits providers from levying switching charges on customers who are entitled to leave.

The main potential cost to be aware of is the early termination charge if you are still inside your minimum contract term. This charge is calculated based on your remaining monthly payments and must be disclosed to you upfront by your current provider before the switch is completed. Some new providers offer a bill credit or switching incentive that partially or fully covers an early termination charge — it is always worth asking.

In rare cases where a new physical line needs to be installed — for example, if you are upgrading to full-fibre on infrastructure that has not been previously installed at your property — there may be a one-off installation charge. However, many providers waive this during promotional periods. Always read the order summary carefully before confirming your new deal.

Changing broadband providers FAQs