How to Switch Broadband Providers: A Step-by-Step Guide

Last reviewed: 30 September 2026

Switching broadband provider can be a straightforward way to find a better deal, improve your speed or move to a service that better suits your household. The process can vary depending on your current provider, the provider you want to move to and whether you are staying on the same network.

However, there are a few things worth checking before you place your order. Your contract, the network your new provider uses, any bundled services and the costs of leaving early can all affect how the switch works.

This guide explains what to check before switching, what happens during the process and where to find more specific information if you are leaving a particular provider.

Before you switch broadband provider

Before ordering a new broadband package, check:

Your current contract: Find out when your minimum term ends and whether an early termination charge could apply. If you're unsure, see our guide to broadband contract price rises for more information on your rights if your price has changed.
Your current broadband package: Check your current speed, monthly price and any extras included with your service. This can help you work out whether a new package actually offers better value.
What is available at your address: Different providers and broadband connection types may be available depending on where you live.
The full cost of the new deal: Look beyond the introductory price. Check what you will pay after any promotional period ends, as well as installation or activation costs.
Contract length: A cheaper monthly price may come with a longer minimum term, so consider how long you are committing to the new provider.
Your new provider's terms: Check the advertised speed, equipment included, setup arrangements and any additional services before signing up.

If you are still within your minimum term, work out whether the cost of leaving early is outweighed by the potential saving from switching.

How does switching broadband work?

For most broadband switches, your new provider will handle the process for you. Ofcom's One Touch Switch process now covers the large majority of UK residential providers.

This means you generally choose your new provider and place your order without having to separately cancel your existing broadband. Your new provider should contact your current provider as part of the switching process and arrange for your old service to end.

When you place your order, your new provider should tell you what will happen next, including your expected activation date. Your existing broadband should continue working until the switch takes place, so you should not normally experience a gap in service.

However, One Touch Switch does not cover every possible broadband switch or service combination. If your new provider tells you that you need to contact your current provider, follow their instructions rather than cancelling the old service yourself.

How long does it take to switch broadband?

Most broadband switches are arranged for a date agreed with your new provider, but the exact timeframe depends on the providers involved, the network you are switching to and whether any installation work is needed.

A switch may take longer if you need a new connection installed, an engineer visit or other work at your property. This can be more likely when you are moving to a different type of broadband or a provider using a different network.

If your new service does not start on the date your provider promised, you may be entitled to compensation under the Ofcom Automatic Compensation Scheme, where the provider participates in the scheme.

What happens to your old broadband service?

If One Touch Switch applies, your new provider will normally arrange the cancellation of your old broadband service as part of the switch.

However, you may need to contact your current provider separately in some circumstances. This can include switching certain bundled services, such as TV or mobile, or moving to a provider that does not use the same switching process.

If you are leaving a provider without replacing your broadband, you will need to cancel the service yourself. See our guides for the specific provider below.

Switching from a specific broadband provider

If you are leaving one of the following providers, our dedicated guides cover the current cancellation process, including notice periods, early termination charges, equipment returns and what happens to other services linked to your account:

If you only want to drop a TV or add-on service rather than leave broadband entirely, see our guide to cancel BT TV but keep broadband or what is Sky Broadband Boost.

What if you are moving to a different network?

Changing broadband provider does not necessarily mean changing the physical network delivering your broadband. Several providers can use the same underlying network, while others operate on their own networks.

If your switch involves a different network or falls outside the normal One Touch Switch process, your new provider may give you different instructions. In some cases, you may need to contact your current provider yourself.

The important thing is not to cancel your existing broadband simply because you have ordered a new service. Follow the instructions from your new provider and make sure you know when your old service is due to end.

Cancelling too early could leave you without an internet connection before the new service is ready.

What if you are still in contract?

You can usually leave a broadband contract before the minimum term ends, but you may have to pay an early termination charge. Before switching, ask your current provider for the amount you would need to pay to leave early and compare this with the cost of staying until your contract ends.

For example, if you have several months left on your existing contract, calculate the cost of staying until the end of the minimum term and compare it with the cost of switching now, including any early termination charge and upfront costs on the new deal.

You may also have the right to leave without a penalty in certain circumstances, such as where your provider increases your price under rules that give you a right to exit. Our guide to broadband contract price rises explains how these rules work.

What happens on the day you switch?

Your new provider should tell you when your service is expected to become active. In most cases, your existing connection remains available until the switch takes place.

Once the new service is active:

Check that your broadband works before doing anything with your old service.
Connect your devices to the new router or WiFi network.
Check the connection on more than one device if possible.
Keep your old equipment until you know whether it needs to be returned.
Check your first bill to make sure the price and package match what you ordered.

If there is a problem with the switch or your new service does not work as expected, contact the new provider first. If you experience an eligible service problem, you can also read our guide to the Ofcom Automatic Compensation Scheme.

What about your broadband equipment?

You may need to return your old router, TV equipment or other equipment after leaving your provider. Whether you need to return it, recycle it or can keep it depends on the provider and the equipment you have.

Do not throw anything away until you have checked your provider's instructions. You could be charged if equipment that needs to be returned is not sent back within the required timeframe. See the relevant provider guide for specific requirements.

Compare broadband before you switch

Once you know what you need to do with your existing provider, compare the broadband options available at your address.

Look at the total cost, rather than just the introductory price, and consider the speed, contract length, installation costs and any extras included.

Check broadband options at your address

Frequently asked questions

Do I need to contact my old broadband provider when switching?

Usually not if your switch is covered by One Touch Switch. Your new provider should arrange the switch and cancellation for you. If the switch falls outside this process, you may need to contact your old provider yourself.

Will I lose my internet when I switch broadband provider?

You should normally remain connected until your new service is activated. However, the exact process can vary depending on the providers and networks involved.

Can I switch broadband before my contract ends?

Yes, but you may have to pay an early termination charge. Ask your current provider for the exact amount before deciding whether switching early is worthwhile. If your price has increased, check our guide to broadband contract price rises to see whether different rules may apply.

Do I need to return my old router?

It depends on your provider and equipment. Check their return instructions before disposing of your old router or other equipment.

What if I am switching to a different network?

The process may be different, and you may need to take additional steps. Your new provider should tell you whether you need to contact your current provider before the switch.

What if something goes wrong with my switch?

Contact your new provider first. Depending on the problem and whether the provider is covered by the relevant scheme, you may also be entitled to compensation under the Ofcom Automatic Compensation Scheme.

Where can I find information about cancelling my provider?

If we have a dedicated cancellation guide for your provider, you can use it to check the specific notice period, fees, equipment returns and other requirements before switching.

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