How to switch broadband without losing your connection

The short version

1. Check when your current contract ends, and whether you'd pay anything to leave early.
2. Choose your new deal and sign up with the new provider.
3. Your current provider sends you a summary of what switching means for you, including any early exit charges.
4. Confirm with your new provider. They arrange the switch, and you don't need to call your old provider to cancel.

How "One Touch Switch" works

Ofcom, the UK communications regulator, introduced a process called One Touch Switch for home broadband and landline customers. You contact the provider you want to join and give them your details. Your current provider then automatically sends you key information, such as any early termination charges and how the switch affects other services you have with them. If you're happy, you confirm with your new provider, and they manage the move.

It works whether you're moving between providers on the same network (for example, two providers that both use Openreach lines) or to a different network altogether.

Will I lose my internet?

Usually not for long. Switches are designed to happen with as little downtime as possible. Under Ofcom's rules, providers must compensate you if a switch goes wrong or you're left without service for more than one working day. Your new provider will give you a go-live date, and you'll usually get a new router before then.

Tip: If you work from home, avoid switching on a day you can't afford to be offline. Have your phone's mobile hotspot ready just in case.

Will I pay twice?

No. Under One Touch Switch you don't pay for your old service after the new one starts, so there are no overlapping notice-period charges. You may still have to pay early termination charges if you leave before your minimum contract term ends. The switching summary from your current provider will tell you.

Before you switch: five things to check

• Your contract end date. If you're out of contract, you can usually switch with no exit fees. You're often paying more on an out-of-contract price, too.
• Speed at your address. Advertised speeds are averages. Check the speed the provider expects at your home before you sign up.
• Price rises during the contract. Since 17 January 2025, any price rise written into a new phone, broadband or pay TV contract must be shown upfront in pounds and pence, not linked to inflation. Check how much your bill will go up and when.
• Upfront and set-up costs. Look at the total cost over the contract, not just the monthly price.
• Other services. If you have TV, a landline or mobile bundled with your broadband, check what happens to them. The switching summary should explain this.

Moving home?

One Touch Switch is for switching provider at the same address. If you're moving, speak to your provider about moving your service or ending your contract, and check for any charges.

Sources

• Ofcom: Simpler broadband switching is here
• Ofcom: Ofcom bans mid-contract price rises linked to inflation

This guide is general information, not advice about your personal situation. Rules can change, so check the latest details with your provider or the regulator.