Switching to a new broadband provider could be a hassle in the past. But there’s a new system in place that makes it simple for you, the customer.
The regulator Ofcom has changed the rules so that fixed-line broadband providers aren’t allowed to mess you about when you switch from one to the other. You’re no longer the go-between, so you don’t have to run around trying to make them talk to each other or worry about losing your connection when the switchover happens. Now it’s their job to sort it out, so the only thing you have to do is find a new deal and sign up for it.
With One Touch Switch, the switch from one wired broadband provider to another is handled by the new provider.
If you’re thinking of switching to a new deal, you have to:
That’s literally it. You do not need to contact your old provider to tell them you’re leaving. That’s the job of the provider you’re switching to. They will share your details with your old provider, which is why it’s important for you to give them all the information they ask for and permit them to share it. This includes your address, postcode and billing information.
Important note: One Touch Switch doesn’t apply to mobile broadband. So if you’re switching to or from a mobile deal, you will need to contact your old provider as well as your new one.
As part of the sign-up process, your new broadband provider will ask you to choose a start date for your new service (usually from a limited range of dates they have available).
This activation date is the same as your end date with your old provider. You don’t need to give notice to your existing provider. Your new provider will coordinate with them so that there’s minimal interruption to your broadband supply on switch day.
If you’re switching to a different type of network - for example, if you’re upgrading from hybrid fibre to full fibre - then you’ll need an engineer visit. This needs to be booked in, so your switch date will probably be a week or two further in the future than if you were staying on the same network.
On the switching date, there will be some internet downtime while you get connected to the new network. But this should be the only downtime you experience.
Many of us have stressful memories of being without internet for days or weeks because of problems coordinating the change in broadband supply. One Touch Switch means that this kind of problem is a thing of the past. If you’re left without a broadband supply for longer than one working day, your provider has to pay you compensation.1 So they have a powerful incentive to give you a smooth switchover.
One Touch Switch makes changing to a new broadband deal much easier because it pushes responsibility for a smooth switch firmly onto providers. This means:
The biggest difference is that switching means no work or worry on your part. Just sign up with your new supplier and let them handle everything.
Yes, One Touch Switch is free for broadband customers. The administrative cost of handling a switch is handled by the providers themselves.
Obviously providers pass their costs on to customers somehow, so they’ll be recovering that money through your bills and other charges. But you won’t be specifically asked to pay for One Touch Switch.
Your new provider is still free to impose charges at the start of your contract, such as:
But none of these charges are the result of One Touch Switch.
Any charges from your provider should always be made clear to you before you sign up, so nothing is a surprise.
Researchers for Go.Compare’s parent company spoke to a group of broadband users to find out how they felt about their service.2 Everybody in the focus group was free to switch broadband provider, and most of them knew they weren’t on the best deal. But nobody was motivated to switch. Why? They were afraid of causing problems for themselves.
If that sounds like you, One Touch Switch is a game-changer. It massively reduces the problems linked to getting a new broadband deal.
One Touch Switch was brought in by the regulator to solve a problem: people were reluctant to change broadband provider, and this made the market less competitive. Now you’re free to compare broadband deals and switch to something better without the hassle.
We think you should use the Go.Compare site and choose from the trusted providers on our panel.
The provider you’ve chosen will probably ask for your postcode and address again to confirm they really cover your home. They’ll ask for more information as part of the sign-up process, including your name and billing details. They’ll also ask you to choose an activation date (usually within a time frame that they specify).
You don’t need to tell your old provider that you’re switching. One Touch Switch means that your new provider handles that.
Any provider you like. In the past it was more complicated to switch from one network to another than to move between two providers on the same network. One Touch Switch has got rid of this distinction and it’s exactly the same process for all providers. Even if you’re switching from cable to fibre (for example, from Virgin Media to NOW Broadband) you still have minimal admin and service disruption.
The only exception would be if you’re switching to or from a mobile broadband provider. One Touch Switch only applies to fixed-line services.
Unfortunately yes. One Touch Switch takes away the pain of switching, but it doesn’t take away the potential costs. If you’re still within the minimum term of your contract then you usually can’t leave without paying an exit fee. But there are some exceptions to the rule. Check out our guide to your broadband cancellation rights for more information.
You can switch broadband penalty-free if you’re outside the fixed term of your contract. You should know if that’s the case because your provider is legally obliged to tell you when your contract is coming to an end.3
When your minimum term ends, your provider will almost certainly move you to a rolling contract that costs more. (They have to tell you when they’re doing this and how much it will be.) This is the perfect time to switch and see if you can get more bandwidth for your money.
If you’re still within the minimum term, you will almost certainly face penalties for switching. There are only a few exceptions:
Sometimes providers will waive the exit fees even when they don’t have a legal obligation to do so. For example:
This isn’t guaranteed, but it’s always worth politely asking.
One Touch Switch applies only to fixed landline and broadband services. It doesn’t apply to other services, even if you get them in a bundle with your broadband. So if you have a TV and broadband combined package, you will need to contact your old provider, whether you want to end the TV part of the deal or continue with it separately from the broadband.
It depends on your provider and their policies. Contact them a few weeks in advance of the move to ask if they’ll supply your new home and what the process is. Some providers charge a fee to transfer an existing customer’s supply to a new address. Others will only charge if you need an engineer visit - for example, if you’re already on full fibre but the new place doesn’t have it installed yet. In a few rare cases, your provider won’t offer a service in the area you’re moving to, so you have no choice but to switch provider. If that’s the case for you and you’re still in contract, it’s the provider’s choice whether to charge the usual exit fees or waive them as a courtesy. It’s always worth contacting them to ask.
No, but why would you want to? One Touch Switch is now the industry standard for how broadband providers transfer customers between them. It means a much better, less stressful experience for you as the customer.
No, One Touch Switch just applies to fixed-line broadband and landline providers. It doesn’t apply to mobile broadband.
No. The beauty of One Touch Switch is that you don’t need to contact your current provider to say you’re leaving. It’s all handled by the provider you’re switching to.
[1] Ofcom, Simpler and quicker broadband switching is here, published 12 September 2024, last checked 12 February 2025
[2] Research conducted in 2022 with a focus group for Look After My Bills (LAMB), owned by the Go.Compare group
[3] Ofcom, Companies must tell customers about their best deals, published 14 February 2020, last updated 16 March 2023, last checked 13 February 2025