Switching broadband provider is one of the easiest ways to save £150–£400 per year. Since Ofcom’s One Touch Switching (OTS) process launched in January 2024, it has become faster and less disruptive. Here is the complete step-by-step process.
Before You Switch — Checklist
| Check | Why |
|---|---|
| When does your current contract end? | Avoid exit fees — wait for contract end if possible |
| What speed do you actually need? | Don’t pay for speeds you won’t use |
| Is full fibre available at your address? | May change your provider options |
| Are you on a social tariff? | Some social tariffs have limited switching options |
| Do you use an ISP email address? | Migrate it before switching |
Step 1 — Check Your Contract End Date
Log in to your provider’s account portal or call customer service to confirm:
- Your contract end date
- Whether there is a notice period required (typically 30 days)
- Your current monthly price and what it would be out of contract
The cheapest time to switch is at contract end. You avoid exit fees and new-customer deals are exclusively for new customers.
Step 2 — Compare Deals
Use a comparison site with live pricing to check current deals. Compare:
- Monthly price for the full contract term (not just the introductory rate)
- What the price rises to after any promotional period
- Contract length (18 or 24 months is most common)
- Upload as well as download speed (important for video calls, gaming, uploading)
Step 3 — Initiate the Switch With Your New Provider
Under One Touch Switching, you initiate everything with your new provider. They handle:
- Confirming your address and available service
- Giving you a switching date
- Notifying your existing provider
- Managing the cancellation of your old service
You should receive a notification from your existing provider confirming the switch and your leaving date. If you change your mind, you have 10 working days from this notification to cancel the switch.
Step 4 — Return Your Old Equipment
Most providers require you to return their router and any hardware within 30 days of leaving. Failure to return equipment typically results in a charge of £40–£80. They will send a pre-paid returns bag.
Step 5 — Check Your New Connection
On your switching date, connect your new router and run a speed test at fast.com or speedtest.net. If speeds are significantly below your guaranteed minimum, report this immediately — the Ofcom automatic compensation scheme entitles you to compensation for:
- Loss of service: £9.76/day
- Delayed engineer visit: £9.76/day after the missed appointment
- Delayed activation: £9.76/day after the committed activation date
Switching to or from Virgin Media
Virgin Media uses its own cable network (not Openreach). This means switching involves different logistics:
- A Virgin engineer may need to visit (to remove or install cable equipment)
- The switchover may take 2–4 weeks
- One Touch Switching is not available for all Virgin Media switches — check with your new provider
What About the Exit Fee?
If you switch before your contract ends, the exit fee is typically the sum of remaining monthly charges. On a contract with 6 months remaining at £30/month = £180 exit fee.
Exception — price rise exits: If your provider notifies you of a price rise above what the contract permits (check yours for the exact threshold), you typically have 30 days to exit penalty-free. Watch for price rise notifications by email — act within the window.
Your Rights Under Ofcom Rules
- Your provider cannot charge you more than the outstanding contract payments as an exit fee
- You must be given at least 30 days’ notice of a price rise
- Your provider must give you a “best tariff” reminder at least annually if you are out of contract
- They must process your switch within reasonable timescales
See also How to Negotiate Your Broadband Bill — before switching, a call to the retentions team may secure a better deal with your existing provider.
Common Switching Mistakes to Avoid
Cancelling before your new service is active. With One Touch Switching, your new provider manages the transfer. Do not contact your old provider to cancel separately — it may disrupt the transition and leave you without service.
Ordering too close to a house move. Broadband activation typically takes 1–2 weeks for a new connection (longer if an engineer is required). Book your new broadband 3–4 weeks before you need it at a new address.
Choosing a provider without checking full-fibre availability. Not all postcodes have FTTP. Check your address specifically — do not assume from a neighbour’s connection.
Forgetting about the router. Your old router must be returned within the specified window (usually 30 days) or you face a replacement charge (typically £30–£50). Use the returns bag provided.
Choosing on headline speed alone. A 900Mbps connection and a 300Mbps connection are both far faster than most households need. Focus on contract value, customer service ratings, and price rise clauses rather than the highest advertised speed.
Switching Timeline — What to Expect
| Day | What happens |
|---|---|
| Day 0 | You sign up with new provider and give your address (and MAC/PAC code if required) |
| Day 1–3 | New provider initiates the switch with Openreach (OTS) |
| Day 5–14 | Activation date confirmed; engineer visit scheduled if required |
| Activation day | New service goes live; old provider’s service is disconnected |
| Day 1–7 after | Return equipment to old provider using provided returns bag |
| Day 30 | Final bill from old provider; check for accuracy |
For Virgin Media switches (in or out), the timeline is slightly different — see How to Cancel Sky, Virgin or BT for the Virgin-specific process.