Step #1: check that you are out (or nearly out) of contract
If you still have time remaining on your current broadband deal, you will need to pay an early termination fee before you can leave your provider.
This fee is normally 80-90% or more of the total value of the remaining payments on your contract.
Therefore, it’s a good idea to check if you need to pay any of these fees before leaving your current broadband company.
However, many broadband providers now offer a bill credit for new customers to offset their old provider’s cancellation fees, usually up to a value of £200-£300 or so.
Therefore, if you do have a bit of time left on your contract, it’s not the end of the world, depending on the company you are switching to.
Step #2: compare deals and choose a plan to buy
Use CompareBroadband.com to find the best broadband deals available at your address.
We’ve explained in this guide how to choose the right broadband deal for your needs.
Step #3: begin placing your order
You can begin by buying the new broadband deal on the provider’s website.
They will handle the cancellation of the old contract on your behalf, under Ofcom’s One Touch Switch scheme. You just might need to tell them which provider you’re moving from.
You may also need to complete a credit check when placing your order.
This is an automated process whereby you input some details about your employment status and history at your address – it’s basically a form you need to fill in as you check out. It will be assessed immediately on the broadband provider’s website after you submit your details.
Step #4: book in an engineer visit, if necessary
When placing an order, your new provider will ask when you want to go live, and when you’d like to book in a technician visit, if needed.
This is most likely to be necessary if you are changing to the broadband network the provider is using or upgrading to new technology for the first time at your address. For example, switching from part fibre to full fibre, or moving to Virgin Media or Community Fibre for the first time.
If a visit is needed, the engineer will just set up the last bit of the broadband connection to your house. You will need to be at home when they visit, and normally this takes about an hour. They usually provide a 3-6 hour window during which they will show up, and you’ll generally get a text when they’re on their way.
Step #5: set up your new WiFi router
Note: if an engineer visit is needed, they will likely do this for you.
If no engineer visit is needed, you will receive a router in the mail from your new broadband provider, and when your go-live date approaches, you’ll need to set it up.
Fortunately, this is basically a plug-and-play process most of the time.
- Unplug your old router and put it somewhere out of the way.
- Take your new router, and using its included Ethernet cable, plug one end into the WAN or broadband port on the router, and the other end into your broadband or phone socket. You may need to use an ADSL splitter, which should be included in the box, if you are using part-fibre instead of full fibre technology. There will be instructions included to explain whether or not you need to use an ADSL splitter, but you don’t need to worry about this if you’re switching to fibre to the premises broadband.
- Plug the new router into a power socket.
- Press the power button on the router, if it doesn’t turn itself on automatically.
- Wait for a few minutes for the router to initialise and set itself up.
- Connect to WiFi using the login details printed on the router, normally on the back or on the base.
You can find setup tutorials for many UK broadband providers’ routers on our YouTube channel.
Step #6: return your old router
Most of the time, your broadband provider owns the router that they send you.
Therefore, your old broadband provider will likely contact you and ask for their router back once you leave them. They will send a postage-paid satchel you can use to do this.
FAQs
How long does this process take?
The whole process usually takes about one to two weeks.
Can I keep my landline number?
Yes, just specify that you would like to do this and provide your number when placing an order.
Just note that some broadband providers no longer offer landline service. You can use the filters on our website to only show providers that offer bundled home phone services when searching for a new broadband deal.
Is the process any different when moving house?
No. However, remember that your contract with your current broadband provider does not end when you move house, so you may need to stay with the same company if you’re in the middle of an existing agreement.
What about my TV service?
This is also quite easy to migrate, just like your broadband connection, as long as you are not in contract.
Just note that most pay TV providers have moved to delivering their service through your broadband connection, rather than using satellite or other technology. As a part of this change, many of them have stopped offering traditional set-top boxes that can pause and rewind live TV.
What about when changing to 4G/5G instead of fibre broadband?
The process is the same, except that an engineer visit won’t be needed, so things can move a fair bit faster.
You will need to set up the router yourself, but this just involves inserting the SIM card into the device (if it is not installed already), plugging it in, and turning it on.
Then, a bit of experimentation is needed to position the router somewhere with the best possible 4G/5G signal – usually an upstairs windowsill is a good spot for it.
Will the engineer need to dig up my front garden?
Generally, no they won’t. They should be able to use existing ducting.
You can ask the engineer to provide a complete explanation of the work they plan to do before they do anything, if you’d prefer.
If you have any other questions about switching broadband provider, please contact us.