When considering switching broadband or home phone provider, the first thing you should do is find out if you are still in contract.
If you are still in contract with your service provider, you should check your contract for information on
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. For example, if you are moving house and still in contract for your broadband service, you might be able to transfer the service to your new address and continue using it until the end of the contract.
Most contracts for broadband and phone are between 12 and 24 months. If you are still in contract, see our contracts section for information.
When you sign up for 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 for the contract. You should check your contract terms for more information.
Your service provider must make you aware that your contract is coming to an end and that you may cancel your current plan. Your provider should also send you Best Tariff Advice highlighting the best tariff, price plan or bundle, from your current service provider that suits your needs. This must be provided before the end of your contract, while Best Tariff Information must be provided at least once annually.
Many contracts will continue to operate on a month-by-month basis once they have expired but have not been cancelled. Any new agreement that you enter may result in a new contract minimum term.
Once you have checked your current contract and noted any important details, you can contact a new provider who will oversee most of the switching process.
After choosing a new provider, be sure to provide any relevant information about your current contract as well as your UAN (Universal Account Number). This will appear on any of your recent broadband or home phone bills.
Between them, your new and old providers must arrange a switching process that takes the least possible time (you must agree upon a date for the switch to take place) and keep you informed both before and during the process. This means any delays or issues that may be encountered must be communicated to you in a clear and timely manner.
Some important pieces of information to have before you call a new internet provider are:
Many broadband providers will require you to return equipment at the end of your contract. Details of the return of routers and other equipment must be arranged directly with the provider in question. Failure to do so may result in an additional charge.
If you do keep your old router, the fee charged doing so must reflect its age and usage. You cannot be charged more either the depreciated value of the equipment (which should be noted in the contract) or the remaining service fee till the contract ends. In this instance, you should be charged the lesser of these two figures.
Yes, you can transfer your current home phone number. You must, however, be sure to make this clear during the switching process as this will not automatically be done. It is free to keep your existing number.
When it comes to keeping your old number (or number portability), this must also be coordinated between the two operators. If any issues in this process lead to you losing service, this must not exceed one working day.
If there are issues, your old operator should continue providing service while they work to resolve the issue.
Switching should be within the shortest possible period and happen on a date to which you have agreed. This means the process should not be unnecessarily drawn out, and you should receive clear communications on a switching date to which you can agree.
The switching process should provide you with a continuity of service, meaning you should not be without an internet or home phone connection and any installation work should take place before the agreed-upon date.
You should not be without service for more than one working day. If there happens to be a delay, then you must be informed.
Your old contract is officially cancelled once your new service starts. This means there should not be any overlap between the two, and thus, you should not be billed for any overlapping period.
No. The switching process is free. However, as mentioned, it is important to carefully read your contract to see if there is anything that mentions fees or charges for early termination of a contract. If so, this will be reflected in your final bill from your old provider.
As broadband technology upgrades over time, so too does the technology within our home. This means that if you are switching to a new broadband plan that features upgraded technology (such as fibre optic cables) or a new bundle package, you may require installation work before your switching date.
Any installation work will need to be arranged with your new broadband provider as well as dates and times.
It is also possible to switch home phone providers and keep the same number. As with switching your broadband, you will need to have your Universal Account Number (UAN) ready when speaking to your new provider about switching.
When switching home phone providers, it is important to note what technology you are currently using. For those switching from a PSTN (Public Switched Telephone Network) line to a VoIP (Voice over Internet Protocol) connection, you will need to consult with your new provider about potential disruptions to connected devices like home security and telecare alarms
For more information see our page on the future of broadband technology.
Many providers offer package deals on phone (both mobile and landline), broadband, and television. It is possible to switch plans from one provider to another or to change one service from a package deal – for example, you may get mobile, landline, and broadband from one provider but want to switch your mobile phone plan to a new mobile operator.