Skip to main content
Find a broadband deal
Test my broadband
Fix my broadband

Switch broadband provider

Updated August 2024 – Includes details for One Touch Switching which went live on 12 September 2024

But.. I’m happy with my broadband?

Loyalty isn’t rewarded, at least not in most cases. Whether it’s insurance, utilities, television services or broadband, if you don’t compare prices when your contract is up, you will often pay much more. This is especially true with the largest providers.

If you’re with one of the big broadband providers, the chances are you’ve signed up with an ‘introductory offer’ and once this initial period is up, your monthly cost will increase unless you proactively seek a new deal with either your current or a new provider. Also, many of these providers automatically increase your cost in April each year by inflation plus over 3%, which means in 2023 prices increased by around 14% for many users.

This is why it’s critical that you should shop around when your minimum contract period is up. If you don’t, you will be paying more than you need to, quite possibly to the tune of £100s per year. It doesn’t mean you need to switch; you might be able to re-negotiate with your existing provider.

This guide will answer most of the common questions you may have about when, how and why to switch.

Why do people hesitate to switch?

We took to the streets of Cardiff and had this conversation with lots of people, and every answer was different. Common factors were fear of the unknown, concerns about the hassle of the switching process, or being already tied into a long-term contract. Other reasons included worry about potential downtime or unawareness of better deals. Some people knew they needed to switch, but they just hadn’t got around to it.

Top reasons we’ve heard for NOT changing providers:

  1. Too busy – We’re all living busy lives and it’s something we just put off
  2. Worry about difficulty – Switching means updating settings, maybe a new router, or even e-mail address. It’s becoming a lot easier with One Touch Switching from September 2024, but there are still issues to deal with
  3. Bundling – If you have a broadband, television and telephone package all from a single provider, switching may mean getting a new set-top box, losing access to any recorded programmes, and switching to a digital voice service. It can be off-putting.

Top reasons why you SHOULD consider switching:

  1. Price – The most common reason is you can get a better deal with another provider who might be trying to bring in new customers. Many providers have introductory offers/vouchers you may be able to take advantage of.
  2. Availability – You may find your choices of providers have expanded since you last checked. You may have one of the new fibre alt-nets which has built out in your area.
  3. Speed & Quality – Whether with an existing provider or a new one, you may be able to upgrade your service and have a faster or more stable connection on newer technology.
  4. Customer Service – Having issues with your current provider? Not getting the best router to get your Wi-Fi signal throughout the house? The best way to get them to change is to hit where it hurts, their pocket!
  5. Bundling New Services – Some providers may be able to bundle in other services with your broadband (telephone services, TV, etc.) and you may benefit from looking at your spend as a whole to get a better deal.
  6. Coming to end of contract – If you’re exiting a minimum term contract or moving house it’s a great time to shop around and see what deal is best for your family.

Switching is complicated, right? Wrong.

Switching broadband provider these days is a lot simpler than it used to be, but it can require a bit of work. Our advice is to speak to your new broadband provider, the company you want to switch to, as they will be best able to guide you through the process as they will want your experience to be positive.

From 12 September 2024, switching of consumer broadband services will be through the One Touch Switching (OTS) platform which means your new provider will manage the process for you.

(Accessible text version of the above flow chart is available on our One Touch Switching page)

If you’re migrating between different broadband technologies (e.g. Virgin Media’s Cable service to TalkTalk’s Openreach-based service) you will need to change your router and you may need to change how your phone line works (you may need to use a Digital Voice port on the back of your router instead of a phone socket). 

Some things to consider

  • Bundled Services – Make sure you discuss any bundled services (e.g. your telephone line) as if you’re moving your phone number, there may be additional steps to follow.
  • When to switch – We recommend against switching just before the major holidays, as if you have a problem, it may take longer to resolve. Similarly, if you’re about to begin a new job which includes working from home, it might not be the best plan to switch just before that, just in case.
  • Make a backup plan – If your Internet is critical, such as if you work from home and can’t go to an office, or you rely on it for home automation, think about a backup plan if your switch doesn’t go to plan and you need access. This could be using mobile tethering (personal hotspot, etc.) or getting mobile broadband router. Some providers may also offer solutions
  • E-mail Addresses – If you use an e-mail address issued by your broadband provider (i.e. not Gmail, Hotmail or your own domain name), you may lose access to this with your new provider. Check with your old provider as this may not always be the case.

Moving home?

If you’re moving home and you’re in a broadband contract, your provider may let you move the connection to your new property, or may let you out of a contract if they are unable to provide a service. This said, your best package at a new address may not be with the same provider that you signed up with at your old home (especially if you have alt-nets present), so we would recommend you consider carefully before signing up to a new contract if you’re expecting to (or might) move within the contract period.

Further help

If you require any further help, please ask on our broadband forums.