If you’re thinking about moving your service to another provider, this is known as switching.
Switching can help you save money and find a better service, if you take some time to shop around.
There are a few things to consider before switching to make sure you don’t run in to any problems.
When you sign up to a new service, you usually agree to stay with that service provider for an agreed amount of time. This is known as a fixed term contract. Most contracts for broadband and phone services are between 12 and 24 months.
If you think you’re still in a fixed term contract with your service provider, you should speak with them to find out or check your contract.
It’s important to remember that your service will continue even if the minimum term has ended. This means that there is no disruption to your service.
Yes, if you are in a fixed term contract your service provider must make you aware that your contract is coming to an end and you can cancel your existing plan. Your provider should also send you Best Tariff Advice before the end of your contract, highlighting the best tariff, price plan or bundle, from your current service provider that suits your needs.
At the end of a fixed term contract, you can negotiate a new contract with your provider. You might be happy to stay with them, especially if they offer you a better deal or an improved service. If you decide to do this, you may be entering a new fixed term contract.
Or you can choose to switch to a new provider to take advantage of any new customer deals on offer. This could save you money in the long term.
Visit Compare to help you find a plan that best suits your needs.
You can also use Broadband Checker to see who provides broadband services in your area.
You can contact a new provider who should lead the switching process. They contact your old provider and manage the switch for you so you don’t have to coordinate between them.
Important information to have when you call the new provider:
You are entitled to keep your number free of charge and generally there aren’t charges to switch provider. However you should consider the terms of your contract as it is possible that some charges may apply. Remember that your old contract ends when your new service begins, so there should be no overlap or double billing.
The switching process should take the shortest amount of time. You can agree on a date for the switch to take place.
The process should not be delayed without reason and should not result in any disruption to your service. When problems arise, you shouldn’t be without service for more than one working day. If there is a delay, then you must be kept updated.
Service providers must compensate customers for problems that might happen when switching. This includes compensation for:
Service providers must publish information about their compensation schemes and how to make a claim on their websites.
Yes, you can transfer your home phone number. This is known as number portability. It’s free to keep your number.
It’s important you let the new provider know if you want to keep it as it will not automatically be done.
If you’re switching from a PSTN (Public Switched Telephone Network) line to a VoIP (Voice over Internet Protocol) connection, you will need to check with your new provider about any disruptions to connected devices like home security and telecare alarms.
For more information see before you change your broadband connection – things to ask your provider.
As broadband technology upgrades over time, so too does the technology within our home. This means that if you’re switching to a new broadband plan that has newer or upgraded technology (such as fibre optic cables), you may need some installation work to be done before your switching date.
Any installation work will need to be arranged with your new provider as well as dates and times.
Here are some tips on getting a new broadband connection.
Many broadband providers will require you to return equipment at the end of your contract. They will advise you how to do this.
You might be asked to pay a fee if you fail to make the return.
If you do keep your old equipment (for example a Wi-Fi router), any fee charged for doing this must reflect its age and usage. You can’t be charged more than:
whichever amount is lower.
Your contract sets out any charges that you might have to pay for ending the contract early. It is known as an early termination fee.
The amount will vary depending on the provider and your contract, but it’s usually based on the remaining months and the monthly cost of your plan.
When you sign up to a contract and you change your mind, you may have a right to cancel it during the cooling-off period.
The rules around the cooling-off period are different depending on how you signed up to the contract. To learn more about the cooling-off period and cancellation rights, see our contracts page or check your contract terms.
You can speak to your service provider to see if there are any options available to you other than to pay an early termination fee.
You might be able to transfer the service to your new address.
Many providers offer package deals on home phone, mobile phone, broadband and television. These are known as bundles.
It’s possible to switch a bundle from one provider to another, or to change just one service from a bundle. For example, you may get home phone, broadband and tv from one provider but choose to switch your mobile phone plan to a different provider.
Some providers offer lower prices for bundling services together compared to buying them separately.
One bill and a single provider can make payments and any customer service interactions more convenient.