How to Switch Broadband Provider: One Touch Switch Guide

Key takeaways

How-to

One Touch Switch means you contact only your new provider. They arrange the move and your old service ends automatically.
Your old provider cannot charge for any notice period after the switch date, and must tell you about any early termination charges before you go ahead.
Providers must warn you 10 to 40 days before your contract ends. Once you are out of contract, you can switch without exit fees, so check deals at your postcode before then.
If your new service starts late, providers signed up to Ofcom's automatic compensation scheme pay £6.46 a day.
You can cancel a new broadband order within 14 days.

How we put this guide together

To put this guide together, we checked the switching process, contract notifications, price rise rules and compensation amounts against Ofcom's consumer guidance on switching broadband provider, its One Touch Switch announcement (September 2024), its end-of-contract notification rules, its pounds-and-pence price rise rules (July 2024) and its automatic compensation update (April 2026).

How One Touch Switch works

Since 12 September 2024, you switch home broadband and landline by contacting only the provider you want to join. This is Ofcom's One Touch Switch process, and it applies whether you are moving between Openreach-based providers or to a different network such as Virgin Media or an altnet.

When you sign up, your current provider sends you switching information, including any early termination charges and how the switch affects other services you have with them. If you decide to go ahead, you confirm with your new provider and they manage the rest. Your old service should stop automatically once the new one is working.

Two protections come with it. Your old provider cannot charge you for any notice period after the switch date, so you do not pay for both services. Any loss of service during the switch should not last longer than one working day.

What to check before you switch

The cheapest time to switch is when your minimum term has ended. Broadband contracts typically last 12, 18 or 24 months, and leaving early usually means paying an early termination charge.

Your contract end date. Check your provider's app or website, or ask them. Your provider must also send you an end-of-contract notification by text, email or letter between 10 and 40 days before the contract ends. It shows your end date, any notice period, what you will pay once the contract ends and your provider's best deals. If you are already out of contract, they must remind you once a year.

Early termination charges. If you are still in contract, your current provider must tell you about any charges before the switch goes ahead. Some new providers offer money towards exit fees to win you over, so it is worth asking.

Price rises. Since 17 January 2025, any price rise written into a new contract must be shown in pounds and pence at the point of sale. If your provider raises the price by more than your contract set out, they must give you 30 days' notice and let you leave without paying exit fees.

Other services in a bundle. Switching broadband usually moves a landline in the same bundle too. TV or other services may need cancelling separately, and moving broadband alone can affect a landline you want to keep, so ask your current provider first.

Switching to a different network

One Touch Switch works the same way whichever network you move to, but the setup on your side can differ. UK homes are served by three main connection types: FTTC (part fibre) over Openreach, full fibre (FTTP) from Openreach or an altnet, and cable (Virgin Media).

If you stay on the same type of line, for example moving between two providers that both sell FTTC over Openreach, the change usually happens without anyone visiting. If you move to a different network or connection type, your new provider should tell you whether you need an engineer visit, new equipment or other setup steps. A visit is more likely on the first full fibre install at a property, when the line and the box inside your home still need fitting.

If you are not sure what each connection type means for speed and reliability, read Fibre vs Full Fibre before you choose.

How to switch broadband provider

Most switches take five steps, and you only deal with your new provider.

1
Check your postcode. Enter your postcode to see which networks and deals reach your address. Our how we compare page explains how deals are ranked.
2
Check your contract. Find your end date and any exit fees in your provider's app or your end-of-contract notification.
3
Sign up with your new provider. Give them your address, your current provider and the services you want to move. Tell them if you want to keep your landline number.
4
Read your switching information. Your current provider will send details of any charges and how the switch affects other services. If you are happy, confirm with your new provider and pick a switch date if one is offered.
5
Set up your new router. Connect your devices to the new Wi-Fi, using the QR code on the router if there is one. Your old service should end automatically once the new one works.

If your switch goes wrong

You are owed money if a switch leaves you without service for more than one working day or an engineer misses a confirmed appointment. Providers signed up to Ofcom's automatic compensation scheme pay these amounts without you having to claim.

Problem	Compensation
New service starts late	£6.46 per day
Engineer misses a confirmed appointment	£32.31
Repair is delayed after a loss of service	£10.34 per day

Source: Ofcom automatic compensation amounts from 1 April 2026. Not every provider is signed up, so check your provider's terms if yours is smaller.

Changing your mind. You can cancel a new order within 14 calendar days by contacting your new provider. If the service has already started, you may pay for the time used and any installation costs, and your old service will not be restored automatically.

Making a complaint. Complain to your provider first. If it is still unresolved after six weeks, you can take it to an independent dispute resolution scheme.

Switching broadband FAQs

Can my current provider match a better deal?

It may. Ofcom suggests asking before you switch: tell your current provider what you have found elsewhere and ask whether they will match or beat it. If they will not, switching is the way to get the lower price.

Can I move to a cheaper tariff without leaving my provider?

If you receive Universal Credit, Pension Credit or certain other benefits, you may qualify for a social tariff. These are cheaper deals with no mid-contract price rises, and if your current provider offers one you can move to it at any time without a charge.

What happens if my broadband provider goes out of business?

It depends on whether another company takes over. If one does, you should be able to keep using your services, usually without interruption, and your contract normally moves to the new company. If they change your terms, you should be able to leave without an early termination charge.

If no company takes over, your provider should tell you the date your service will stop. You will need to sign up with a new provider before then, you should not have to pay early termination charges to leave, and you may not be able to keep your phone number.

About the reviewer

Phil Brown · Founder, Broadband Scout

Phil Brown, founder of Broadband Scout. Phil previously worked in UK telecoms retail at Three UK and has spent over a decade running consumer comparison platforms. He reviews each guide against provider terms and Ofcom guidance.

More about Phil

Editorial policy: This guide is produced by the Broadband Scout editorial team. Switching rules and compensation amounts are checked against Ofcom guidance. Always confirm availability and current terms with the provider before signing up.