How to switch broadband provider

Whether you’re looking for faster speeds or just want a better deal, many people switch broadband provider when their contract is up

In a recent Ofcom survey published in May 2025, 84% of UK respondents said they were very satisfied or fairly satisfied with their broadband service, up from 82% two years earlier. 83% said they were satisfied with the reliability of their service. That still leaves around 1 in 6 people who aren’t satisfied with their broadband.

If you’re one of them, it might be time to shop around and see who has the best broadband deals.

How do I switch broadband provider?

When changing internet provider, there are a few steps to follow:

1. Think about why you want to change broadband provider

Do you need to find a new broadband deal to reduce your outgoings? Or perhaps your broadband isn't fast enough for your current needs?

If you’re frustrated with your internet speed, check out Ofcom’s tips for improving your broadband speed before you switch. It may also be worth calling your current provider to negotiate a better deal.

If you decide to switch, run a broadband speed test to see what speeds you typically receive at the moment and decide what you’re looking for from a new package - do you need faster speeds?

Potential new providers should give you accurate information on internet speeds before you sign up. Speeds advertised must show the average speed that at least 50% of customers get at peak times.

2. Find out when you can switch

Check where you are in your minimum agreed contract term, for example how many months you have left on your contract. Usually, there’s a charge for switching before your contract end date. Most people choose to wait until their contract ends before they switch. However, it's still possible to switch earlier if you’re happy to pay the exit fee.

Things are much simpler if you’re switching to a new provider thanks to One Touch Switch. You just contact the new provider you wish to switch to and it will handle the switch with your old provider.

Additionally, Ofcom's end-of-contract notifications (ECNs) help ensure that broadband providers notify you when your contract is ending and inform you of better deals available. This way, you will be alerted between 10 and 40 days before your contract is coming to its end and make an informed decision about what to do next.

Learn more about when you can switch broadband without penalty.

3. Check which providers cover your area

Different providers cover different parts of the UK. To find out who offers broadband deals in your area, use our postcode search. If you find that your postcode cannot get a reliable connection, perhaps because you’re living in an isolated rural area, under the Broadband Universal Service Obligation (USO), you have the legal right to request a decent broadband connection. This essentially ensures access to basic internet services.

It’s also worth mentioning that the government's Project Gigabit is expanding full fibre broadband across the country. Depending on your location, this rollout may provide faster and more reliable connectivity options, making it worth checking what’s available in your area.

Considering a social tariff?

If you receive universal credit, you may be entitled to cheaper broadband by moving to a social tariff. These cheap broadband tariffs start from just £12 a month. These are called social tariffs, and they’re special discounted broadband plans. They work just like any other broadband package - the only difference is you’ll get reliable internet without breaking the bank and often on a rolling monthly contract rather than a fixed length. Many providers now offer these deals, and they’re encouraged by Ofcom to make sure everyone can stay connected.

Social tariffs from these providers are available to over 4.2 million households in the UK, but many are not taking advantage of the offer. Plus, those who take up a fixed broadband social tariff could make a significant saving to help alleviate affordability concerns. Ofcom analysis indicates that, on average, an eligible household could save around £220 per year.Not sure if you qualify? Social tariffs are often available to people receiving certain benefits, like Universal Credit, Pension Credit, or similar programs. Check with broadband providers to see if they offer these plans and if you’re eligible. 

4. Choose a new package

Browse the contracts and bundles available to you. Check for any upfront costs and limited-time promotions, such as half-price for the first few months. Or see if you could bundle more services like TV or landline in with your broadband package.

Legally, internet providers must offer at least one contract option of 12-months or less for each service they provide, although you may choose to go with an 18- or 24-month option. By law, contracts can’t tie you in for longer than 24 months. There are also rolling 1-month contracts from a limited number of providers. These tend to be expensive but can be useful as a stopgap.

5. Make the switch

With One Touch Switch, your switch-over date is coordinated between your new provider and old provider, so there should be no gap in connection. You may need to pay for any new broadband equipment. These fees should be shown upfront. 

What happens when you switch broadband?

Your new provider will align your connection start date with your old provider under One Touch Switch for a seamless transition. 

If your property has the right wiring and setup for your new package, the switch may be completed remotely. If you’re upgrading to a new type of connection, for example full fibre or you’re switching to Virgin Media at a property that’s never had it, an engineer will need to visit.

If your switch requires an engineer, allow up to 2 weeks for your appointment to be set up and your line to be activated. 

Do I need to tell my broadband provider that I'm switching?

No. All you need to do is reach out to the provider you're switching to, and they will manage the switchover. You will still receive some leaving documents from your old provider that detail your switch-off date and any outstanding charges, but you don't need to contact them to cancel your contract.

The switching process used to be different depending on whether you were changing broadband networks, but since the industry's rollout of One Touch Switch in September 2024, everyone can enjoy simpler switching. 

Can I switch my broadband bundle?

Yes, you can usually switch your bundled services at the same time. If you have satellite TV from Sky, this may be slightly more complicated, so talk to your new provider about your options.

When you switch broadband bundle, you’re legally entitled to keep your current landline number. This is known as number porting. However, some customers report being told they can’t keep their phone numbers. If this happens, you can report it to Ofcom who will help you resolve things.

If this happens, you should contact your provider. The provider may ask for a complaint reference number from Ofcom. You can report it to Ofcom and get that number here. While Ofcom doesn’t investigate individual cases, information people provide may lead to a broader investigation. 

When can I change my broadband provider?

It’s usually best to wait until the end of your contract. Contact your chosen new provider about a month before your contract runs out. Many people switch broadband providers regularly and save significant amounts of money when they do.

If you’re still in your initial broadband contract period, you may need to pay to the end of the contract or pay an exit fee. If you move house while still in contract, you’ll have to pay an exit fee if your current package isn’t available at your new property.

It’s worth asking your provider if there are any incentives to stay. Although many providers reserve their best offers for new customers, haggling for a cheaper broadband deal can be successful.

How can I switch my broadband early without a penalty?

You can switch broadband provider without penalty if you’re not getting thepersonalised minimum guaranteed broadband speeds advertised when you signed up. You should also be able to switch everything in your bundle if you have one and any linked products. 

Ofcom advises that if there’s a problem on your provider’s network and it’s not fixed within 30 days, you can switch without penalty.

What's the exit fee for switching mid-contract?

If you want to change providers mid-contract, you may need to pay until the end of the agreed term and/or pay a cancellation fee.

Your current provider should give you a breakdown of your exit fee. This is usually calculated by looking at:

• How many days are left on your minimum term agreement
• How many days you’ve been billed in advance
• Which products are in your bundle

You may also be charged for any unreturned equipment, for example, routers.

How do I change my internet provider and keep my email address?

It depends on which broadband provider you’re using. With most providers, you can’t keep your email address, while some charge a fee to keep it.

If you’re concerned about keeping your email address when you switch internet provider, you may want to sign up with an independent email provider such as Outlook or Gmail. This means you won’t be tied into your broadband package feeling that you can’t switch in case you lose all your emails.

Can I cancel my new broadband package?

Within the first 14 days of signing up, you can cancel your request to switch broadband free of charge. This is known as the ‘cooling off period’. Sky Broadband offers an extended cooling-off period of 31 days.

If you’ve activated any services or used any equipment, there may be a charge for this.

Any bill credit should be refunded to your bank account.

More tips for switching broadband provider

• Give your current provider the opportunity to price match before you switch. 
• Broadband-only deals tend to be more expensive than broadband-plus-phone deals.
• If you’re renting, it’s best to check with your landlord before you switch internet providers, particularly if the switch involves drilling holes.

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