I just switched broadband provider – here's what to expect

If you feel tied to your current broadband provider because you fear a complicated changeover, you could be missing out on substantial savings and faster speeds. Changing internet providers is now usually seamless – your new provider will manage it for you, with minimal disruption.

Read on for Clara's experience – she made a dramatic bill reduction by taking the plunge, and learn everything you need to know about how to switch providers effortlessly.

See how your provider fared in our guide to the best and worst broadband providers for 2026.

'Switching broadband providers saved me £500 a year'

We spoke to Clara Monroy about the huge saving she made by switching providers.

For eight years, Clara had stuck it out with Virgin Media: ‘It wasn’t a case of loyalty – I felt trapped!’ She and her housemates wanted a reliable, high-speed connection that would support them working, streaming, podcasting and gaming. The prospect of switching to a slower service kept them tethered to their old provider: Virgin Media was the only option in the area with speeds of 100Mbps or more.

Things changed when a neighbour told her they’d switched to Hyperoptic. Realising that a high-speed alternative was finally available, Clara decided to make the move too and has no regrets.

The process took 10 days from sign up to the activation of her new connection. Because she changed networks, an engineer visited to install the new cabling into the property and set up her new router. Clara says the downtime between the two connections on the switchover day was between two and three hours. 

As well as finding the process straightforward, switching resulted in a whopping saving for Clara – her bill plummeted from £62.28 a month to just £22, despite her speed rising from 100Mbps to 500Mbps.

‘It’s not only the speed that’s better. We used to have to reset our router regularly with Virgin – they sent a new one, but there were still regular dropouts and sluggish speeds. We haven’t touched our new router once.’

If you have a partial fibre connection, it’s certainly worth checking the deals available where you live to see whether full fibre is an option. Some 83% of premises have access to at least one fibre network, and more than a quarter have access to at least two (this is even more common in Northern Ireland).

What happens when you switch broadband provider?

Switching broadband providers is now easier than ever. Since September 2024, all broadband providers have used an automated switching process called One Touch Switch. This means you only need to contact your new provider, which will then handle all the necessary communication with your old provider to get the switch moving.

When you start the switch process, you’ll often be asked to fill in an online form giving your name and address. Here’s what happens next:

1. There will be a section where the provider asks whether you want help with your switch. Selecting yes simply means opting into One Touch Switch. Your new provider is now responsible for telling your old provider you want to switch.
2. Your old provider will contact you to confirm details, let you know about any charges due, and explain how the switch will affect any other services (for example, if you have a landline service or pay TV).
3. You’ll then consent to the switch. Nothing is set in stone until this point, so you can still opt to stay with your old provider if you wish. In fact, knowing this could make it a great way to haggle – read more about how Which? Cars Editor Will Stapley used this to get a 50% discount on broadband with BT.
4. After you consent, your new provider will organise the switch date with your old provider – they'll sort out the process behind the scenes and share the connection changeover date (known as the 'go live' date) with you.
5. If you need an engineer appointment because you're changing networks or upgrading infrastructure, the new provider will organise this with you.
6. Your old connection will cease and your new connection will begin on the go live date. 

The whole process will generally take around two weeks from you signing up to being connected with your new provider, although it can take longer if you're moving to a new network infrastructure.

One Touch Switch also minimises the downtime between the two connections. It can be as brief as a few minutes if you're moving between providers on the same network (for example, EE and TalkTalk on the Openreach network). If you're changing networks or upgrading to fibre, the downtime will generally be a little longer – usually from an hour up to eight hours at most.

Ofcom, the telecoms regulator, has put strict rules in place so providers will have to pay compensation if your switch is delayed – a maximum of one working day of downtime is all that's allowed.

Can you save money by switching?

Probably. Our research has shown that around £30, or just under, is a reasonable monthly tariff for the typical customer. If you’re paying more than this, you can usually save by switching – and in many cases you may also get a speedier connection, too.

Like Clara, you should check whether infrastructure has changed in your area. You may find you now have more options than you had previously – more providers, a choice between full fibre networks and/or more choice over the speed you take.

Research from Ofcom shows that faster broadband services are becoming more affordable. In many cases, customers can switch to a faster, more reliable full-fibre service and pay the same or less than what they paid for a partial fibre (or slower standard broadband) connection. 

Check our round-up of the best broadband deals to start exploring some of the excellent offers available.

Other things you might want to know about switching

When people weigh up switching, their key concerns are typically how complicated the process will be, whether there will be any downtime and whether it will help save money. But there are a few other questions that frequently pop up:

• Will I lose my email address?

Possibly, if you use the email address provided by the ISP you're leaving. Some providers (for example, Plusnet and TalkTalk) allow you to keep the email address when you are no longer a customer, but they'll expect you to pay a fee. Others won't allow you to keep your email address, so it will be deleted. BT and Sky both currently allow free access to their email services even when you switch away from them (although BT also offers a premium email service for a fee).

We always advise people to use a free, independent email service instead. Follow our step-by-step guide for advice on how to move away from an ISP email to a Gmail account.

• What happens with my router?

If you use the router supplied by your ISP, you'll be supplied with a new one by your new provider. On your switchover day, you will start using your new router to work with your new connection. Your old provider will ask you to return your old router so it can be recycled or refurbished.

If you use your own third-party router, you should be able to continue using it, as long as it will work with your connection type. 

• Can I keep my landline?

In most cases, yes – when you move providers, you can usually also transfer your existing landline. However, there are some exceptions – some major providers (Plusnet, for example) no longer offer landline services. If a landline is essential to you, check that the service is included when you select a new deal.

Most people now have digital landlines, so your phone handset will connect to your new router rather than to a wall socket. If you're still using an analogue/copper landline, your new provider will move you to a digital service – our guide to Digital Voice explains the process.

You can almost always keep the same landline phone number when you switch broadband providers. When you start your switch, your new provider will ask whether you want to keep your existing phone number and then ask you to provide it. It will then arrange to transfer the landline at the same time as your broadband service.

For more help and advice on switching, and your common questions answered, visit our guide on how to switch broadband provider.