Switching broadband providers has become significantly simpler since September 2024, when Ofcom introduced the One Touch Switch system. You now only need to contact your new provider, and they will handle the entire process, including notifying your current provider and arranging the transfer.
Most switches are completed within two weeks with minimal downtime, and you’re protected by automatic compensation if anything goes wrong.
This guide explains the switching process step-by-step, your consumer rights, and how to avoid unnecessary fees. Whether you’re looking for faster speeds, better value, or simply want to leave a provider you’re unhappy with, understanding the process will help you switch broadband provider with confidence.
What is One Touch Switch?
One Touch Switch (OTS) launched on 12 September 2024 and fundamentally changed how broadband switching works in the UK. Under the new system, you only contact your new provider. There’s no need to notify your current one or negotiate cancellation separately.
How One Touch Switch works
When you sign up with a new provider, they collect your details (name, address, and current provider) and automatically request your switching information through the TOTSCo Hub system. Your current provider will promptly send back key details, including any early termination charges you’ll face. You then decide whether to proceed with the switch.
Your new provider coordinates the entire transfer, ensuring you’re not left without service for more than one working day. If the switch takes longer, you’re entitled to automatic compensation of £6.24 per day.
One Touch Switch now works across all networks, including Openreach providers (BT, Sky, TalkTalk, EE), Virgin Media’s cable network, and independent full-fibre networks like Hyperoptic and CityFibre. You don’t need to contact your old provider. Your new provider handles everything, regardless of which network you’re switching between.
For more information, read our guide on One Touch Switch.
The 5-Step Switch Broadband Provider Process
Learn how to switch broadband provider in the UK using the One Touch Switch system. This process typically takes two weeks from start to finish.
Total Time: 14 days
Step 1: Check your contract and exit fees
Before switching, find out whether you’re still within your minimum term. Most broadband contracts last 12–24 months, and leaving early typically means paying for all remaining months. Log into your account or call customer services to confirm your contract end date.
You can avoid exit fees if you’re in the 14-day cooling-off period, your speeds fall below the guaranteed minimum, or your provider increases prices in a way not specified in your contract. Use Switchity’s early termination fee calculator to see exactly what you’d pay if leaving early.
Step 2: Check what’s available at your address
Use Switchity’s broadband availability postcode checker to see which networks and speeds you can access. Full-fibre (FTTP) offers the fastest and most reliable speeds, with most providers offering packages up to 1–2 Gbps. Some providers go even faster. Sky offers speeds up to 5 Gbps, while Youfibre can deliver up to 7 Gbps in selected areas. Fibre-to-the-cabinet (FTTC) typically reaches up to 76 Mbps, while Virgin Media’s cable network can deliver up to 1 Gbps in areas it covers.
Consider your household’s needs: 1–2 people may only need 30–60 Mbps, while families with multiple users streaming and gaming should look at 100–300 Mbps or higher. Heavy users, gamers requiring ultra-low latency, or households with many connected devices may benefit from gigabit speeds (1 Gbps+).
Step 3: Choose your new provider and package
Compare packages based on monthly price, contract length, setup costs and any in-contract price rise policies. If you receive Universal Credit, Pension Credit, or certain other benefits, ask about social tariffs. These offer superfast speeds for £10–£24 per month with no mid-contract price rises or exit fees.
Step 4: Sign up with your new provider
Once you’ve chosen a deal, you can sign up in two ways:
Through a comparison site like Switchity: Browse available deals by entering your postcode and current provider in Switchity’s postcode checker. When you find the right package, click through to complete your order on the provider’s website. Using a comparison site helps you see all available deals in one place and ensures you’re getting competitive pricing.
Directly with the provider: Visit their website or call them to sign up.
Either way, One Touch Switch applies to all broadband switches. Your new provider handles everything, notifying your current provider and arranging the transfer date. You’ll receive information about any early termination charges shortly after signing up, allowing you to decide whether to proceed with the switch or cancel without obligation. If you want to check the termination charges before you can use our early termination fee calculator.
Step 5: Complete installation and test your service
Your new provider will arrange an installation date. For full-fibre, an engineer may need to install equipment inside and outside your home. Once connected, test your speeds using a wired connection and report any issues immediately. Providers have 30 days to fix speed problems before you can leave penalty-free.
Returning equipment to your old provider
Most providers loan equipment like routers and TV boxes, which you must return to avoid charges (typically £65–£115 depending on the item). Return procedures vary by provider:
Some will automatically send you a pre-paid returns package with instructions
Others require you to contact them to request a returns label
Check your final bill or cancellation email for specific return instructions
Return timeframes are typically 60 days from when your service ends. Keep proof of postage in case of disputes. Don’t cancel your direct debit until you’ve received and checked your final bill to ensure all equipment has been accounted for.
Your Key Rights When Switching
Automatic compensation for delays
If your new service doesn’t start on the agreed date, you’re entitled to £6.24 per day until it does. If an engineer misses an appointment, you receive £31.19. These payments are automatic and should appear on your bill within 30 days of the issue being resolved.
Protection for slow speeds
Your provider must give you a minimum guaranteed speed when you sign up. If your broadband consistently falls below this and they can’t fix it within 30 days, you can leave without paying early termination fees. This applies to providers signed up to Ofcom’s voluntary speed code.
Price rise protections
For contracts signed after 17 January 2025, any future price increases must be stated in pounds and pence at sign-up. Providers can no longer use vague inflation-linked rises. If your provider increases prices in a way not specified in your contract, you have 30 days to cancel without penalty.
14-day cooling-off period
You can cancel any new broadband contract within 14 days of signing up without penalty. This gives you time to test the service and ensure it meets your needs.
When things go wrong
If your provider can’t resolve a complaint within eight weeks, or if they send you a deadlock letter, you can escalate to an independent Alternative Dispute Resolution scheme (CISAS or the Communications Ombudsman). These services are free, and their decisions are binding on the provider.
Find detailed information about compensation, speed guarantees, and how to complain in our broadband switching rights guide.
Broadband Switching Quick-Win Tips
Time your switch right: The easiest way to avoid exit fees is to switch when your contract ends. Set a calendar reminder 30 days before your renewal date to explore deals.
Haggle before you leave: 71% of people who negotiate with their current provider get a better deal. Call the retentions team, mention competitor offers and ask what they can do to keep you.
Check for social tariffs: If you receive Universal Credit, Pension Credit, or certain other benefits, you could get superfast broadband for £10–£24 per month with no price rises or exit fees.
Use exit fee reimbursement as leverage: Some providers offer to cover switching costs via bill credit. Even if you don’t take the offer, mentioning it to your current provider during negotiations can prompt them to match or beat it.
Don’t cancel your direct debit early: Wait until your old service is disconnected and you’ve received your final bill. Cancelling too soon can lead to missed payments and damage your credit score.
Calculate before you switch: Use our broadband early termination fee calculator to see exactly what leaving early would cost, then compare against potential savings from a new deal.
Broadband Switching Frequently Asked Questions
How long does switching broadband take?
Most switches complete within two weeks from sign-up to activation. Under One Touch Switch rules, you shouldn’t be left without service for more than one working day. If the process takes longer, you’re entitled to automatic compensation of £6.24 per day.
Do I need to tell my current provider I’m leaving?
If you’re switching under One Touch Switch (launched September 2024), you only contact your new provider, they handle everything.
Can I switch if I’m still in contract?
Yes, but you’ll typically pay early termination fees equal to your remaining monthly payments. You can avoid these fees if you’re within the 14-day cooling-off period, your speeds fall below the guaranteed minimum and aren’t fixed within 30 days, or your provider increases prices in ways not specified in your contract. Check our exit fees guide for full details.
Will I lose my landline number?
No. You can keep your landline number when switching providers – just request number porting during sign-up. The process is free and should be requested within one month of switching. Some VoIP or full-fibre services may have limitations, so confirm with your new provider.
What happens to my email address?
Many providers delete email accounts linked to your broadband service after cancellation (typically within 90 days). Before switching, back up important emails and consider migrating to an independent email service like Gmail or Outlook to avoid losing access.
Can I switch if my broadband is part of a bundle?
Yes. One Touch Switch covers broadband and landline phone, but TV services may need separate cancellation. Some providers cancel TV automatically, while others require you to give notice. If you’re switching due to speeds below the guaranteed minimum, you can move your entire bundle (including TV and mobile) without paying exit fees.
Related Guides
For more detailed information on specific aspects of switching broadband and managing bundles, see our comprehensive guides:
- Switching Broadband When Moving House – Provider notice periods and installation timelines
- One Touch Switch Explained – How the 2024 switching rules work
- Understanding Broadband Exit Fees & Early Termination Charges – Calculate costs and learn negotiation strategies
- Your Rights When Switching Broadband – Consumer protections, compensation, and speed guarantees
- Social Tariff Broadband UK – Eligibility criteria and how to apply
- Switching Broadband Bundles Guide: TV, Phone & Mobile – Bundle-specific switching rules
- How to Save Money on Broadband, Phone and TV Bills – Money-saving tips on switching and negotiation tactics
Use our tools
- Broadband Speed Test – Test your broadband speed in seconds
- Broadband Early Termination Fee Calculator – Work out what you’d pay to leave early
- Broadband Comparison – Compare standalone broadband deals with our postcode checker tool
- Broadband and TV Bundles – Find bundle packages at your address
- Broadband and Home Phone Packages – Compare broadband and phone combinations
