Switching broadband provider?

Thinking about moving to a new broadband provider? Thinking about moving to a new broadband provider? Changing providers is now easier than ever. Your new provider handles everything for you, making the switch simple and stress-free.

How to switch provider

To start the process:

Contact the provider you would like to move to

Give them your details and confirm the service you want

They will check whether your service can be transferred or if a new line or installation is needed

Once you’ve placed your order, your new provider will arrange the switch with us

Your new provider will also confirm the date of transfer and keep you updated if an engineer visit is required. You can find out more in our guidance on switching service providers.

What should I do now?

Contact your service provider. They manage your order or repair and can:

Check the status of your appointment and find out what happens next
Rebook if necessary
Confirm your contact details are correct so you receive updates – check your messages and junk folders in case you've missed anything

4 benefits of switching with One Touch Switch

1. Smoother process - No need to contact your old provider yourself

2. Clear and reliable information - You'll get accurate details about your switch date

3. Less disruption - Your new provider manages the timing so you're without service for as little as possible

4. Fair treatment - Ofcom rules mean you're entitled to clear communication and a simple switching journey

Will my service be interrupted?

Most provider switches using One Touch Switch happen with little or no downtime. Your new provider will:

Manage the timing to minimize any service interruption
Give you advance notice of your switch date
Keep you updated if any work is needed at your property
Arrange any engineer visits with Openreach if required

Switching to Full Fibre

If you're upgrading to Full Fibre broadband, you'll get even more benefits:

Faster speeds to handle video calls, streaming, and gaming all at once
Greater reliability, even at peak times
Future-proof technology designed to support growing demand for data

Check availability: Use our Fibre Checker to see if Full Fibre is available at your address.

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Types of switches

Switching between providers on the Openreach network

This is where One Touch Switch is most effective. Moving from one provider to another is quick and efficient, with no major installation required in most cases.

Switching to another network

There may be extra steps involved, such as:

Installing new wiring or equipment at your property
Booking an engineer visit to set up the new service
Agreeing to new contract terms
Longer waiting times depending on the technology being installed

Your chosen provider will explain if these steps are needed and what to expect.

Frequently asked questions

Can I contact Openreach directly to switch provider?

No. All orders and account changes are managed by your chosen provider. They will handle the full process with us.
Do I need to cancel my current provider first?

In most cases, your new provider will take care of the cancellation. Always check with them before placing your order, to avoid paying for two services at once.
Will I need an engineer to visit?

Sometimes. If your new service requires a different setup, such as a Full Fibre upgrade, your provider will arrange an engineer visit with Openreach.
What happens to my phone number if I switch?

In many cases, your number can be kept when switching. Your new provider will confirm if this is possible for your service and area.
How long does switching take?

The timing varies depending on your provider, the service type, and whether any work is needed. Your new provider will give you a clear timeframe.