Switching broadband used to be a painful process involving cancellations, waiting periods, and days without internet. Since September 2024, the UK's One Touch Switch system has changed everything. You now only need to contact your new provider — they handle everything else.

One Touch Switch: The New System

One Touch Switch (OTS) is Ofcom's broadband switching process, which went live in September 2024. It applies to all UK broadband providers using the Openreach network (BT, Sky, TalkTalk, Plusnet, EE, Vodafone, and many more).

Under OTS, the process is simple:

You choose a new provider and sign up.
The new provider contacts your current provider on your behalf.
Your current provider must confirm the switch date without requiring you to call them to cancel.
The switch happens, usually within 1–2 weeks.

You don't need to call your old provider to cancel. This is the biggest change — ISPs used to use "save" teams to pressure you into staying, making cancellation deliberately difficult. OTS removes this friction entirely.

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Note: Virgin Media uses its own cable network and has a separate switching process. Switching to or from Virgin Media may still require a cancellation call to Virgin and a separate installation appointment for the new provider.

How to Switch: Step by Step

Test your current speeds. Run a speed test to document your existing performance. This gives you a baseline to compare against after switching, and evidence if you need to complain later.
Check what's available at your address. Not all providers operate in every area. Use an availability checker (Openreach, CityFibre, or your prospective new ISP's website) to confirm service is available before signing up.
Compare deals. Check cashback sites like Topcashback and Quidco alongside comparison sites. Many ISPs pay significant cashback to new customers — a £100+ cashback can offset the first few months of bills.
Check your current contract. Log into your current provider's account or call them to confirm your contract end date and any early exit fees. If you're outside your minimum term, switching is usually free.
Sign up with your new provider. During sign-up, they'll ask for your address and current provider details. They'll handle the OTS process from here.
Agree a switch date. Your new provider will confirm a switch date (usually 1–2 weeks away). You may need a new router delivered or an engineer visit if you're switching to full fibre for the first time.
Return old equipment. Your old provider will send return packaging for any router or equipment. Return it promptly to avoid being charged.

Exit Fees & Contracts

If you're within the minimum term of your contract, you'll typically owe an early termination charge (ETC). This is usually calculated as the remaining months of your contract multiplied by your monthly cost.

When you can exit for free:

✓ You're outside your minimum contract term (most are 12 or 24 months)
✓ Your ISP has raised prices mid-contract (you have 30 days to exit penalty-free)
✓ Your speeds have consistently fallen below your contracted minimum guaranteed speed
✓ Your ISP has changed material contract terms without adequate notice

Since 17 January 2025, Ofcom rules require any mid-contract price rises to be set out in pounds and pence upfront in your contract — new contracts can no longer use inflation-linked "CPI + X%" clauses. If your provider raises prices in a way that wasn't clearly set out in your contract, they must give you at least one month's notice and you can leave without paying an exit fee. Older contracts signed before that date may still contain CPI-linked rises, so check your terms.

What to Check Before Switching

Router compatibility. If you're switching to full fibre (FTTP) for the first time, you'll need a new router. Your new ISP will supply one.
Static IP address. If you use a static IP (for hosting, VPN, or remote access), check your new provider can supply one before committing.
Your email address. If you use an ISP-provided email (e.g., @btinternet.com or @sky.com), be aware that switching may affect access. Set up a Gmail or Outlook account as your primary before switching.
Smart home devices. Many smart devices associate with specific Wi-Fi network names. You may need to reconnect them if your network name (SSID) changes.

When Is the Best Time to Switch?

The best time to switch is within 30 days of your contract renewal date. At renewal, you're no longer locked in, so you can switch without exit fees. Providers often send renewal offers that are worse than what's available to new customers — switching is almost always better value than renewing.

January and September typically see the best broadband deals in the UK — new year offers and back-to-school promotions drive strong competition between ISPs.

FAQ

Will I be without internet when I switch?

Under One Touch Switch, Ofcom requires that you're only without broadband for a maximum of one working day. In practice, many switches happen with zero downtime, especially if you're staying on the same physical Openreach infrastructure (e.g., switching from BT to Sky — both use the same line).

Can I switch if I'm in a contract?

Yes, but you'll usually owe an early termination charge. Calculate whether the money saved on your new package over the remainder of your contract outweighs the exit fee. Often, particularly toward the end of a contract, it does — especially if you're moving to a much cheaper or faster deal.

How to Switch Broadband Provider in the UK (2026 Guide)

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