How to switch broadband provider – explained step by step

The Sun

22-07-2025

STAYING put with the same broadband provider can be expensive and, if you're not getting good service, frustrating.
A YouGov survey revealed that nearly eight in ten people don't change their broadband provider.
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This could be for various reasons, but if you feel you're being short-changed, it might be time to consider switching.
It may seem a technical process, but recent interventions from Ofcom, the regulatory body for the telecommunications industry, are aimed at making switching easier.
Below, we explain how to switch broadband provider through a step-by-step process.
We also list some of the best broadband deals from our own experts.
How to change broadband providers
Ofcom introduced its 'One Touch Switch' last September to make switching broadband providers easier.
This is how it works, including some other steps you can make to ensure the switch goes more smoothly:
Check your contract
Before changing broadband providers, it's worth checking your existing contract for any early exit charges and penalties.
These can be hefty, and it could mean switching providers might end up being expensive.
If your contract is nearing its end – for instance, within a month of renewal – you can start shopping around for new providers without worrying about exit fees.
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Find a new broadband provider
Once you're ready to switch, the next step is to find the best broadband provider for your needs.
The Sun regularly highlights the best-value broadband deals, so it's a good place to start your search.
Alternatively, Usave's comparison tool finds the best value deals for your area.
However, price isn't the only factor to consider. Opt for a provider with a solid reputation for reliability and customer service.
This ensures that any technical issues can be resolved efficiently. We list some of the companies with the best customer service here.
Apply through your new broadband provider
When you've chosen your new provider, apply for your selected package directly through them.
Under 'One Touch Switch' rules, your new provider is required to give you crucial information about the switch, including any charges and confirmation of your new pricing.
If you're satisfied with the details, you can select the date you wish to switch – typically the day your current contract ends. From there, your new provider will manage the entire process.
You won't need to contact your old provider, and you'll stop being charged for their services once your new contract begins.
Should I switch my broadband provider?
It's worth switching your broadband provider if you're receiving poor service or if you could get a significantly better deal elsewhere.
Can I switch providers mid-contract?
Yes, although this might be expensive.
Most broadband providers - like Sky, BT, and Virgin Media - require you to pay a penalty fee if you're looking at leaving your contract, although there are two notable exemptions.
The first is if your provider significantly changed the contract terms, like increasing the price of your broadband over the annual limit. Such an increase could have a grave impact on your household bills, which is why you'll have the option to leave penalty-free.
The second is if you've not received the service you've paid for.
For example, you'll be promised certain download and upload speeds – if these aren't guaranteed then you'll need to get in touch with your provider and give them the opportunity to resolve the issue.
If it isn't resolved after a certain period, then you can leave your contract penalty-free.
It's also worth remembering that broadband providers, alongside other service providers like car dealerships, are required to offer "cooling off" periods. These are designed to offer consumers a way out if they've jumped into an agreement that isn't right for them.
For broadband contracts, you can usually leave your agreement penalty-free within the first 14 days.
Do I need to cancel my broadband before switching?
If you're using the 'One Touch Switch' service, then you don't need to get in touch with your old broadband provider to make the switch.
The one exception is if you're on a combined package, like a Sky TV bundle or a broadband and landline deal. You will still follow the 'One Touch Switch' steps to change broadband providers, but you may need to get in touch with your old provider to explore your options for the other services.
Will I lose internet during the switch?
It's rare for households to lose internet when switching broadband providers and, if you do, then you could be owed compensation, according to Ofcom.
Its rules state that if your provider promises to start a new service on a particular date, but fails to do so, then you could be owed £6.24 for each calendar day of delay, including the missed start date.
Some technical issues might arise too, like if you're moving from cable to broadband, and your new provider might send an engineer around to your home to ensure you've installed the right technology.
During the installation, you might lose internet connection for anywhere between a few minutes and an hour – it all depends on how long the engineer takes to get the service up and running.
But this shouldn't put you off upgrading your technology – a few minutes or a couple of hours without internet could be worth a more reliable connection.
Can I keep my landline number?
Yes, and you'll need to follow a process called number porting.
This starts when you contact your new provider to switch broadband and landline packages. When it comes to switching landline packages, you need to explicitly state that you'll be keeping your number.
Some providers require a letter of authorisation, but after this your new provider will handle the rest of the process.
It's a similar process to changing mobile providers with a single text.