How to Change Broadband Provider 2024

Why should you change broadband providers?

There are many reasons you might want to change broadband providers. You may be looking for a cheaper broadband service, faster broadband speeds or a provider with better customer service.

Once you have been with a provider for a while, it’s good to check if other providers on the market offer better value deals. You can then decide whether to stay or switch when your current contract comes to an end.

The switching process is similar across most UK internet service providers and in most cases is straightforward. Changing from Virgin Media to a provider using the BT Openreach network, such as Vodafone, BT, Sky, TalkTalk, NOW or Plusnet, may require some consideration and extra steps, so we have provided some information on this below.

What to consider before switching

You may be unsure about switching internet services or simply not know what features to look for in your next internet plan. If so, here are some things to consider to find the best internet package for you:

Availability

Before deciding which broadband plan to sign up to, you will need to check what is available in your area. Once you have entered your postcode into our comparison tool, you will have a list of broadband deals to choose from. This narrows down your options and allows you to compare deals that are accessible to you, saving time and preventing the disappointment of finding out later that a deal you have seen is not available in your area.

Broadband speed

The speed of your internet plan is one of the most important factors you will need to consider. Before switching, think about whether you have been satisfied with your current average speeds or whether you should be looking for an internet package with faster speeds than the ones you currently have.

To make sure you choose the right speeds, think about what you use the internet for. The average download speed is always the most important number to look at because it affects the speeds at which you can download and stream content online.

There are also two main types of broadband connection to choose from:

• Standard broadband, also known as ADSL, which offers average speeds of up to 10Mbps.
• Fibre broadband, is divided into two types: fibre-to-the-cabinet (FTTC) and fibre-to-the-premises (FTTP), also known as full-fibre. Fibre internet has the potential to reach download speeds of up to 1,000Mbps.

Here’s what you can expect from each connection type:

Download limit

The download limit on your broadband is an important factor for most people because it directly affects how much online content you can download. If your package places a limit on downloads, you risk not being able to use your internet connection until your tariff renews itself at the beginning of the next month.

If you download a lot of content, whether it be films or large files for work, you are probably better off with an unlimited broadband plan. Most internet suppliers offer unlimited downloads, but it’s always a good idea to double-check before you sign up. Certain suppliers have a fair usage policy and restrict the number of downloads.

Freebies and incentives

Find out whether certain internet providers offer freebies and incentives to new customers. This may be a good reason for you to choose a specific supplier, particularly if the freebie adds genuine value to your broadband deal.

Freebies can come in the form of cashback, vouchers, gifts or gift cards and can help you save money, especially if you get money off additional services that you need. From time to time, providers will offer free gadgets such as tablets or headphones when you sign up for certain services.

Contract term

Take a look at the contract lengths a provider offers and consider whether you want to commit to a short-term or long-term contract. In most cases, broadband providers give the option of a 12-month, 18-month or 24-month contract.

The advantage of a 24-month contract term is that monthly costs tend to be lower, saving you money in the long run. Keep in mind, however, that this will make it costly if you attempt to switch mid-contract.

Weigh up the pros and cons of a long-term broadband contract before you commit. NOW and Hyperoptic offer flexible 30-day plans that you can cancel whenever you want. This is a good option if you are staying somewhere temporarily and need a fast, reliable internet connection.

Bundling options

Do you want to add a TV package, home phone or mobile SIM to your internet plan? If so, you should check which suppliers offer all the services you want. Each provider will offer slightly different TV bundles, so it’s a good idea to shop around for exactly what you need. There’s no point in combining your internet with a TV deal you’ll never use.

The most expensive TV deals often include Sky TV, including Sky Cinema, Sky Sports, BT Sport and more. You can get inclusive TV channels, as well as Freeview, YouView, on-demand and catch-up TV. Some providers offer set-top boxes with access to popular streaming services, including Netflix, Disney+ and BBC iPlayer.

It isn’t always cheaper to bundle your products, so it’s best to do your research. For instance, if you want to add a SIM-only deal, it might be cheaper to do this separately through a cheap mobile network such as Giffgaff or Plusnet.

Customer service

The quality of customer service can really impact your experience with broadband, so taking a look at what customers have said about the provider is a crucial step in finding the right broadband deal for you.

Keep in mind that you’re likely to have an issue with your broadband at some point, so opting for a provider with good customer support is important in making sure you have a good experience.

A good customer service team will be available to help you online and will have a straightforward system for contacting them. Nowadays, most suppliers have a live-chat feature so you can talk to an agent immediately. Ideally, your issue should be fixed within 72 hours from the time you raise the issue.

Equipment and installation

You may require new equipment or a cable laid in your home when switching suppliers. Certain providers offer deals with no set-up costs, while others will charge extra for installation or simply to activate your deal. If you’re trying to keep costs down, ask about equipment and connection charges before the switch.

Your old provider may bill you for not returning your router at the end of your contract, so be sure to find out whether or not you need to return it. A phone-line installation may also be required when you change providers, but usually won’t be necessary if both your old and new providers use the BT Openreach network.

If you’re changing from Virgin Media to a provider using Openreach, such as Vodafone or TalkTalk, you will need to get a phone line installed unless you already have one. This service is usually offered by the provider for around £60.

There’s also a monthly line-rental charge, but this cost is usually already included in the monthly cost of your contract.

Cost

The cost of your broadband deal is one of the most important factors to consider when choosing to switch. Compare broadband providers by weighing up factors such as broadband speeds and contract length alongside cost to help you decide which deal offers the best value.

While you may be focused mainly on getting a cheap broadband deal, it is also important to know what you will be getting for your money. You may be able to switch to a cheaper deal with the same features you currently enjoy.

Bear in mind that there may be additional costs you haven’t accounted for, such as set-up costs, upfront costs, installation or equipment costs, or a one-off activation fee. In most cases, you will also be charged an exit fee if you terminate your contract early. If possible, be sure to wait until your existing contract has ended before switching to a new one.

How to change broadband provider

Changing providers is really simple. There are three easy steps to follow:

1. Check when your contract ends

Find out when your contract ends and make sure you’re no longer within the fixed term of your current deal. You can find this information by looking at the date on your original contract or email contract, or by contacting the customer support department.

You’re free to change providers whenever you want but, if you’re mid-contract, you are likely to have to pay a hefty early termination fee. If for whatever reason you decide to cancel your internet plan, you must give 30 days’ notice. Your service will end 30 days from the moment you confirm the switch.

2. Use a postcode checker

Find out what deals are available in your area by typing your postcode into our online tool. You can adjust the filters to get suggested broadband packages that fit your needs and requirements. Then you can compare your options to find the perfect broadband deal for you.

3. Choose the deal for you and join

Choose a deal that suits you and pick a date for your new contract to start. You can also schedule a day for an engineer visit if necessary. In most cases, your provider will take care of the whole switch, including contacting your old provider on your behalf. You will often receive your brand new router in the post and you may have to send your old one back at the end of your contract.

Can I switch broadband providers mid-contract?

Yes, you can end your contract early and switch broadband providers mid-contract, but you will probably have to pay an exit fee. Usually referred to as an ‘early termination fee’, this normally amounts to the total sum of the remaining monthly bills left on your contract.

For example, if your deal costs £30 per month and there are two months left before your contract ends, you are likely to need to pay around £60 to switch.

In some cases, you will be exempt from paying exit fees if you decide to leave mid-contract. This rule applies if you’re not getting the speeds you were promised. This only applies to providers who participate in Ofcom’s protection scheme, which include BT, Sky and Virgin Media. The supplier has 30 days to fix your broadband speeds before you can qualify for penalty-free early cancellation.

If you believe you are getting slower speeds than promised, you can do a speed test at home in seconds. Connecting your device to your router using an ethernet cable will provide the most accurate results because doors, walls and other objects can interfere with wireless connections.

There’s also a 14-day ‘cooling-off’ period after signing up during which you can terminate your contract. This means you have 14 days to cancel your new broadband deal free of charge if you change your mind.

How long does it take to switch broadband deals?

It usually takes anywhere between two and four weeks to switch broadband deals, depending on the provider and circumstances. This is usually the case for Openreach and CityFibre-based providers.

If you need an engineer, it could take weeks to install and switching from a supplier that doesn’t require a fixed line to one that does can also prolong the switch. Ask the provider how long the installation of your internet will take to get a more accurate estimation.

What type of deal do I need?

It is important to ask yourself about your internet usage to get a sense of which type of internet deal would suit you best. Do you want to stream or play video games in ultra-HD? Do you work from home and require a fast and reliable connection? Do you want to add a TV package with streaming services to your bundle? Do you need mobile broadband?

To help you find out which speeds you need, we’ve put together an explanation of what each type of internet deal can offer you:

What do I use the internet for?

Consider what you use the internet for as this will determine what speeds and type of connection you will need.

Most people need upwards of 30Mbps to use the internet comfortably and you are likely to find speeds like this on offer in your area. Here’s what you can achieve with each speed package available in the UK:

If you work from home, consider a fibre broadband package offering 30Mbps or more. Standard broadband is only adequate for the most basic tasks. If you have a large household with 10 or more devices or you’re an avid streamer or gamer, you may want to consider getting a plan with 100Mbps or more.

Do I want a broadband-only deal or a broadband bundle?

Consider whether you are only interested in having an internet connection or whether you prefer a bundle with more than one service. If you’re planning on getting a broadband bundle, you should consider a provider that offers all the other additional services you want. For example, your broadband bundle could include fibre broadband, a set-top box with TV channels and inclusive landline calls.

If you’re thinking of getting a bundle with internet, phone, mobile and TV add-ons, consider ‘quad-play’ providers such as Sky and Virgin Media. Alternatively, you could choose a separate mobile network provider for your mobile phone deal such as Vodafone, EE, O2 or Three.

How much do I want to pay?

Consider how much you’re willing to pay for the services you want. To get a rough idea of how much it would cost, compare internet deals across different suppliers to find out where to get the cheapest deal possible.

What happens when I change broadband providers?

When you sign up for a new broadband deal, you will find out when you can expect your internet to go live.

Depending on the type of connection you choose, you may need to schedule a date for an engineer visit to install the necessary equipment beforehand. If you need an engineer, they will come within a certain time slot on an agreed date. They will take care of the whole installation and get your connection live. They will need access to the main internet socket in your home, so make sure to keep that space free when they visit.

With certain connection types, such as full-fibre ones, the installation process may take longer. This is because they may need to lay down new fibre-optic cables from your home to the main internet box.

In other cases, you will be able to install the router yourself and won’t require an engineer at all. If this is the case, the router can be delivered to your home by post. This is a straightforward process and should only take a couple of minutes.

You may find your internet connection is unstable on the day it goes live. This is normal with new connections and will start to stabilise themselves after a day or so.

Should I cancel my broadband before switching?

No, in most cases you won’t need to as your service should transition without interruption.

Typically, your new internet supplier will take care of the whole switching process for you. First, they will contact your current supplier to let them know that you’re changing providers. As long as you’ve surpassed the minimum term on your contract, your new service can organise everything on your behalf without you having to get involved.

That said, this is not the case with every provider. If you’re moving between suppliers that operate on different networks you will need to contact your current provider to end your contract directly through them. This applies if you are making the switch from an independent fibre-to-the-premises provider such as Virgin Media or Hyperoptic to a network that is BT-operated.

What to do if my new provider won’t arrange the switchover?

That’s no problem, you can easily arrange the changeover yourself if necessary. You will need to follow these three simple steps:

1. Get in touch with your new internet provider over the phone to ask them when they can send you the contract.
2. Book a date for your new deal to go live.
3. Contact your current provider to confirm you want to terminate your plan on the day your new broadband service starts.

Will I lose internet connection when I change broadband providers?

There should not usually be any interruption in your service. This is because you will have 30 days left on your contract from the day you cancel. This gives your new provider plenty of time to get you connected. It can happen that two contracts overlap for a few weeks but, in most cases, you get to choose when your new plan goes live.

How much does it cost to change providers?

The monthly cost of your deal is often only one part of the expense. On top of that, there could be line rental, installation charges and early termination fees. You should consider the following costs:

• Upfront costs, set-up costs or activation fees.
• The cost of the new router.
• The cost of technical support.
• Additional gadgets like set-top boxes and Wi-Fi boosters, which could mean extra charges if required.

Be aware that you may need to pay to have a phone line installed if you don’t have one already. This may be the case if you’re switching from an independently-run network such as Virgin Media to a provider using the Openreach network.

Which broadband providers can I change to?

You can change to any provider operating in your area. To find out which providers operate in your area, use our postcode checker. Once you enter your postcode, you’ll see which providers you can change too.

In most cases, you should be able to change to any of the suggested providers’ deals, but it’s worth contacting the provider to check. In some areas, full-fibre broadband is still not offered because the correct cabling is not in place.

 Where can I get a competitive broadband deal?

Some of the best known broadband providers in the UKs offer excellent deals. Find out where you can get the right internet deal for you:

BT Broadband

BT offers a wide selection of fibre broadband deals with speeds ranging from 30Mbps to 900Mbps. As a customer, you get the exclusive BT Wi-Fi Hub that guarantees a reliable connection. You’re also protected by the Ofcom speed code, so if you don’t get the speeds you were promised you can end your plan early free of charge.

This is not the case with every supplier and could be an important factor to consider. Virgin Media and Sky also offer the speed protection guarantee. If you choose BT, you can easily combine your internet with a pay-as-you-go home phone deal and a TV package with BT Sport.

Virgin Media

Virgin Media is one of the UK’s best-known providers, offering its services in many locations across the country. Virgin offers full-fibre internet and has one package with a maximum download speed of 1,112Mps.

Virgin offers an extensive selection of internet, TV and phone deals. You can combine any internet plan with TV add-ons and inclusive weekend, evening or Anytime calls from your landline.

TalkTalk

TalkTalk specialises in mid-range internet offers with speeds of 30-100Mbps, though it does offer 1Gbps in some parts of the UK. TalkTalk typically does not charge set-up costs unless you need a phone line installed. The provider also offers affordable TV add-ons and flexible 30-day rolling landline deals that you can terminate whenever you want.

Sky

Sky offers simple internet deals with five speeds to choose from. As a Sky customer, you can also get Sky TV add-ons as part of your broadband deal. If you’re interested in Sky TV membership for the lowest price available, it’s worth considering one of its broadband and TV packages.

Plusnet

Plusnet is a low-cost provider with excellent customer service reviews. It offers budget-friendly SIM-only deals too, so you can easily add minutes, texts and data to your phone for an extra monthly charge.

With Plusnet, you can also add BT Sport to your internet plan, so it may be a good choice for sports fans. The provider promises a simple switching process and will help you take care of the changeover if you switch to them.

EE

EE offers both ADSL and fibre broadband. If you’re already an EE mobile phone customer, you can get a discounted price on EE internet and home phone contracts, so it makes sense to enquire about the supplier’s broadband packages in your area if you’re already a customer.

EE is ideal for those looking for cheap home phone bundles, with the option to add Anytime or weekend calls. The provider also offers mobile broadband, either on  30-day, 12-month or 24-month contracts. Get a 4G or 5G wireless connection that is powered by EE’s mobile network and you won’t have to worry about installation.

Vodafone

Vodafone is better known as a mobile network with affordable pay-monthly and SIM-only phone deals. In addition to this, it offers superfast internet with speeds ranging between 35-900Mbps, meaning there’s a speed for every type of internet user. Vodafone Broadband’s unique features include a built-in Alexa Wi-Fi router and an extensive selection of add-ons, including Apple TV and 4G back-up for an additional monthly charge.

NOW

NOW offers a unique series of broadband and TV bundles. You can get NOW TV at a discounted price for the first 12 months when you sign up for a NOW broadband deal. Its TV plans offer Sky TV, including Sky Sports, Sky Cinema and Sky Comedy. You can also add six children’s TV channels as well as thousands of episodes on demand. These plans involve only a 30-day rolling commitment and can be added and removed on a month-to-month basis.

Gigaclear

Gigaclear offers fibre-to-the-premises connections, with three fibre broadband packages: 300, 600 or 900 Mbps. Gigaclear is a popular choice among those who need a quick and stable connection, including business owners and professional gamers. Gigaclear promises lag-free gaming, flawless TV streaming and no interruptions when listening to music through apps such as Spotify, Amazon Music or Apple Music.

Hyperoptic

Hyperoptic also specialises in full-fibre broadband but offers some FTTC deals too. This is the only provider that delivers the same download and upload speeds. When you sign up for a Superfast Hyperoptic internet plan, you get an average download speed of 150Mbps and an average upload speed of 150Mbps, which is ideal for sending large files or uploading music or video content rather than downloading.

Compare Hyperoptic broadband deals