How to switch broadband provider

The whole process usually takes around two weeks from the day you sign up to your new provider.  You will remain connected to your old provider during this time, so you won't be left without broadband while you wait. Meanwhile, your new provider will handle the admin – it will give you a 'go live' date when your new connection is activated and will line this up with your old provider to minimise downtime.

In many cases no – if you're switching between providers that use the same network infrastructure (eg moving between BT and Sky on the Openreach network), then the switch will be handled remotely and you will simply have to plug in a new router.

However, if you're switching to a different physical network (eg moving from Openreach to Virgin Media or Hyperoptic), or upgrading to a full fibre connection, then you're likely to require the help of an engineer to get set up. 

Once you've chosen a new broadband deal, your new provider will manage the process for you.  Your old provider will then share the full details of any fees and charges you owe; you’ll then have to give your new provider consent to proceed. You will agree an activation (or 'go-live') date with your new provider – on this day, your old service will cease, you'll receive a final bill from your old provider, and your new service will start.

Not for very long - although people fear being left with no broadband connection for days, Ofcom's One Touch Switch rules are strict about this: any loss of service must not last longer than one working day, otherwise you're due compensation.

In practice, downtime between connections can be as brief as a few minutes if you're moving between providers on the same network (eg 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 between one and eight hours.

Yes – you're legally entitled to a cooling-off period when you sign up with a new provider online or over the phone. The cooling-off period is a window in which you can cancel the switch without being expected to pay any exit or penalty fee – providers have to offer a minimum of 14 days. 

Only if you decide to switch providers while you're still within your minimum contract period. If you have come to the end of your contract (or it ended a while ago so you're already out-of-contract), you're free to switch and won't be expected to pay any fees.

If you're within your minimum contract period, you may still be able to switch without paying an exit fee in certain scenarios. One is if your provider unexpectedly increases its prices – if this happens, it must write to you and let you know you have the right to switch.

You should also be allowed to switch without penalty if your provider consistently fails to offer the minimum speed it guaranteed you would receive when you signed up – find out more about this by reading how to complain about slow broadband speed.

Yes - if you use the router supplied by your ISP, but rest assured that your new provider will send you one to use when your new service is set up. In many cases, setting up your new connection will be a simple case of unplugging your old router and plugging in the new one on your activation date. If you're upgrading to full fibre for the first time and require an engineer visit, the engineer will help you set up the new router.

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.

If you use the router supplied by your broadband provider, your old provider will usually ask you to return it so it can be recycled or refurbished. It's often free to return – you might be sent a prepaid returns bag, or the provider will ask you to package it up yourself but send you a QR code to cover the cost of the postage. However, some providers ask you to return your router at your own cost.

The length of time you have to return the router differs depending on the provider you're leaving – in some cases you'll be given 14 days, but other providers are more generous, allowing as many as 60 days. It's also worth keeping in mind that providers usually loan the router to you, so it remains their property - if you don't return it, they may charge you for replacement or recovery costs. We've seen fees varying from £70 to £120.

Possibly, if you use the email address provided by the ISP you're leaving. Some providers (for example, Plusnet and TalkTalk) will allow you to keep the email address when you are no longer a customer, but they'll expect you to pay a fee. Others (such as Virgin Media) 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 – it means you'll never feel bound to a particular ISP or expected to pay unnecessary fees. Gmail.com and Outlook.com are free providers that we recommend. 

Which? Tech Support members can book an appointment for personalised help moving away from an ISP email address to a free one.

In most cases, yes – when you move providers, you can usually also transfer your existing landline. Now that landlines are digital, your phone handset will connect to your new router rather than to a wall socket.

However, there are some exceptions – some major providers (Plusnet, for example) no longer offer landline services. If a landline service is essential to you, check that the service is included when you select a new deal.

You can almost always keep the same landline phone number when you switch broadband providers. When you start a switch, your new provider will ask you whether you would like to keep your existing phone number and then ask you to provide it. 

When your new provider then organises the switchover of your broadband connection, it will also arrange for your landline number to be transferred at the same time.