A Simple Guide to Changing Your Broadband
Switching broadband provider can save you money.
At the same time, you may be able to get faster broadband, better Wi-Fi or a service that suits you better.
However, the cheapest deal is not always the best deal.
So, before you switch, it is worth doing a few simple checks.
First, check your current contract. Next, find out what broadband is available at your home. Then, compare the price, speed and contract terms.
Fortunately, switching broadband is now much easier than it used to be.
For most home broadband switches, you simply contact your new provider. It will then arrange the switch with your old provider.
Let’s look at how it works.
Why Switch Broadband?
There are many reasons to consider switching.
For example, you may want:
- A lower monthly bill
- Faster broadband
- Full fibre
- Better Wi-Fi
- Better customer service
- A different contract length
- Faster upload speeds
- A more reliable connection
Alternatively, your current contract may simply be coming to an end.
If so, this is a good time to compare.
First, Check Your Current Contract
Before looking for a new deal, check your existing broadband.
Start by finding out:
- When your contract ends
- How much you pay now
- Whether your price will rise
- Whether you would pay a fee to leave
- What speed you currently receive
This gives you a useful starting point.
Then, when you look at another deal, you can make a fair comparison.
Are You Still in Contract?
Most broadband deals have a minimum contract period.
For example, it may be:
12 months
18 months
or:
24 months
If you leave before the minimum period ends, you may have to pay a fee.
Therefore, check your contract before switching.
However, different rules can apply in some cases. For example, you may have extra rights if your provider changes your contract or cannot provide the speed it promised.
So, if you are unhappy with your broadband, do not automatically assume that you must pay to leave.
Has Your Contract Ended?
Your broadband does not normally stop when your minimum contract ends.
Instead, the service usually continues.
However, your price may change.
For example, an introductory discount may end. As a result, you could pay more for exactly the same service.
Therefore, the end of your contract is a good time to compare.
Look Out for Your End-of-Contract Notice
Your provider should tell you when your minimum contract is coming to an end.
This is called an end-of-contract notification.
It should give you useful information, including your contract end date and what you will pay after it ends.
So, don’t ignore this message.
Instead, use it as a reminder to check the market.
Don’t Compare Price Alone
Price is important.
However, it is only one part of a broadband deal.
For example, also look at:
- Download speed
- Upload speed
- Contract length
- Future price rises
- Setup costs
- Exit fees
- Router
- Wi-Fi equipment
- Customer service
- Minimum guaranteed speed
Then, look at the whole package.
Sometimes, paying slightly more can give you a much better service.
On the other hand, there is little point paying extra for features you do not need.
Check What Is Available at Your Address
Broadband services vary from place to place.
For example, one street may have full fibre while another nearby may still use older lines.
Depending on where you live, you may have access to:
- Standard broadband
- Fibre to the Cabinet — FTTC
- Full Fibre — FTTP
- Cable broadband
- 4G or 5G home broadband
- Satellite broadband
Therefore, always compare broadband using your actual address.
That way, you can see what is really available to you.
Think About the Type of Broadband
Changing provider can sometimes mean changing the type of broadband you use.
For example, you might move from an older copper connection to full fibre.
As a result, you may need new equipment.
An engineer may also need to visit your home.
Therefore, before switching, ask:
Will I need an engineer?
Will a new cable be fitted?
Will I get a new router?
Where will the equipment go?
Knowing this in advance makes the switch easier.
How Much Speed Do You Need?
Faster broadband can be useful.
However, you do not always need the fastest package available.
For example, a household that is comfortable with 100 Mbps may gain very little from paying much more for 1 Gbps.
On the other hand, a busy household may benefit from the extra speed.
This may be the case if several people stream, game or work from home at the same time.
So, think about how you actually use the internet.
Then choose a speed that fits those needs.
For more information, see our Broadband Speeds Explained guide.
Remember Upload Speed
Download speed gets most of the attention.
However, upload speed matters too.
For example, it can be important if you:
- Work from home
- Make video calls
- Upload videos
- Back up files online
- Send large files
- Create online content
Therefore, check both download and upload speeds.
What Is One Touch Switch?
Switching broadband used to involve more work.
Fortunately, it is now much simpler.
Most home broadband switches use a system called One Touch Switch.
In simple terms, you normally contact your new broadband provider.
It then deals with your old provider and arranges the switch.
As a result, you usually do not need to cancel the old broadband yourself.
How Does One Touch Switch Work?
The process is fairly simple.
First, choose your new provider.
Next, tell the new provider you want to switch.
Then, your new provider contacts your current provider.
After that, your current provider should tell you about anything important before you leave.
For example, it may tell you about an early exit fee.
Finally, if you are happy to continue, the switch goes ahead.
So, for most home broadband switches:
You contact the new provider and it manages the switch.
Don’t Cancel Your Old Broadband First
This is important.
If you are using the normal switching process, do not cancel your old broadband separately unless you have been told that you need to.
Otherwise, you could cause problems with the switch.
Instead:
Choose your new provider → Start the switch → Let the providers arrange it
This can also reduce the risk of being left without broadband.
How Long Does Switching Take?
The time needed can vary.
For example, a simple switch may be fairly quick.
However, moving to a different broadband network may take longer.
You may also need an engineer if a new connection has to be fitted.
Therefore, your new provider should give you a date for the new service to start.
Make a note of it.
Will You Lose Broadband During the Switch?
The switching system is designed to keep any loss of service as short as possible.
In many cases, the change should be straightforward.
However, problems can occasionally happen.
So, if you depend on broadband for work or another important reason, think about having a backup.
For example, you may be able to use your mobile phone as a temporary hotspot.
You May Get a New Router
A new provider will often send you a new router.
Usually, you will receive instructions explaining when to connect it.
However, keep your old router until you know what your old provider wants you to do with it.
Some providers ask for equipment to be returned.
If so, send it back as instructed.
Otherwise, you could be charged for it.
What About Your Home Phone?
If your broadband includes a home phone, check what will happen when you switch.
This is especially important because home phone services are changing.
Many newer services now use the internet for calls.
Therefore, ask:
Can I keep my phone number?
Will my phone connect to the router?
Will my existing phone still work?
What happens during a power cut?
These questions are particularly important if someone depends on the home phone.
What Is a Digital Landline?
Many home phone services now use broadband rather than the old telephone network.
You may hear this called:
Digital Voice
or:
VoIP
With these services, your telephone may connect to your broadband router.
Therefore, it may work differently from your old landline.
Ask your new provider how its phone service works before you switch.
Do You Use a Telecare or Alarm System?
Some equipment may use your home telephone connection.
For example:
- Telecare alarms
- Personal alarms
- Security systems
- Some medical equipment
If you use anything like this, check it before switching.
Speak to both your broadband provider and the company that supplies the equipment.
That way, you can make sure it will continue to work.
What Happens During a Power Cut?
Older telephone lines could sometimes continue working during a power cut.
Digital phone services are different.
If your router loses power, your home phone may also stop working.
Therefore, ask about backup options if you rely on your landline.
This can be especially important if you do not have a mobile phone or have poor mobile coverage.
Can You Keep Your Home Phone Number?
Usually, you can ask to keep your number.
However, tell the new provider that this is important when arranging the switch.
Again, don’t cancel the old service first.
Instead, let the number move as part of the switch.
Then check that it works when the new service starts.
Do You Use Your Provider’s Email Address?
Some people still use an email address supplied by their broadband company.
For example:
If you switch, you could lose access to that address.
Therefore, check before changing provider.
If you use a broadband provider’s email address, you could also consider moving to an email service that is not linked to your broadband.
As a result, changing provider in the future will be easier.
Check Other Services
Your broadband may be part of a larger package.
For example, you may also receive:
- Television
- Streaming services
- Sports
- Home phone
- Mobile services
Therefore, check what else will change if you leave.
You may discover that you use some of these services regularly.
On the other hand, you may find that you are paying for extras you hardly use.
Either way, check before switching.
Look Out for Low Starting Prices
A broadband deal may look very cheap at first.
However, the starting price does not always tell the whole story.
For example, the price may rise during the contract.
Therefore, ask:
What will I pay at the start?
Will the price increase?
When will it increase?
What will I pay after that?
This gives you a much clearer picture.
Compare the Total Cost
It is useful to work out the total cost of the contract.
For example, imagine a broadband deal costs:
£24 per month for 12 months
and then:
£27 per month for 12 months
First:
12 × £24 = £288
Then:
12 × £27 = £324
So:
£288 + £324 = £612
Now imagine there is also a:
£20 setup fee
The total cost becomes:
£632
Therefore, the real question is not simply:
How much is it per month?
Instead, ask:
How much will I pay over the whole contract?
What About Cashback and Rewards?
Some broadband deals include extras.
For example:
- Cashback
- Gift cards
- Bill credit
- Free months
These can be useful.
However, compare the broadband first.
Then consider the reward.
For example, a £50 gift card is not a good saving if the broadband costs £100 more overall.
So, focus on the real cost.
Check Your Minimum Guaranteed Speed
Your provider should give you information about the speed you can expect.
This may include a minimum guaranteed speed.
Keep this information.
Then, if your broadband is much slower than expected, you have something to compare it with.
If there is a problem, contact the provider and ask it to investigate.
Test Your New Broadband
Once your new broadband is working, test it.
First, try the connection close to the router.
Next, test the rooms where you normally use the internet.
If possible, also test using an Ethernet cable.
Why?
Because Wi-Fi can reduce the speed reaching your device.
Therefore, a wired test can help you work out whether the problem is:
The broadband connection
or:
The Wi-Fi inside your home
What If the Broadband Is Too Slow?
First, check the speed.
Next, compare it with the information from your provider.
Then, try a wired connection if possible.
If the broadband itself still appears too slow, contact the provider.
Give it a chance to investigate.
Meanwhile, keep a record of your speed tests.
This can help if the problem continues.
What If the Switch Goes Wrong?
Occasionally, problems happen.
For example:
- Installation may be delayed
- An engineer may not arrive
- The service may start late
- Your old service may stop too early
- The new broadband may not work
If this happens, contact the new provider.
Some broadband companies also take part in an automatic compensation scheme.
Therefore, you may be entitled to money for certain service problems.
Can You Change Your Mind?
If you arrange broadband online or over the phone, you will normally have a cooling-off period.
This is generally 14 days for consumer contracts.
However, there may be costs if you ask for the service to start during that period and then cancel.
You may also need to return equipment.
Therefore, check the cancellation terms before agreeing.
Switching When You Move Home
Moving home is a good time to review your broadband.
Your existing provider may be able to move your service to the new address.
However, don’t assume that the same speed will be available.
Instead:
First, check broadband at the new address.
Next, check your current contract.
Then, find out what your existing provider can offer.
Finally, compare that with other providers.
You can then decide whether to move your existing service or switch.
Could You Get a Social Tariff?
If you receive certain benefits, you may qualify for a social tariff.
These are lower-cost broadband packages for people who meet the rules.
Therefore, check before choosing another normal broadband deal.
A social tariff could cost less.
In addition, the contract terms may be more flexible.
So, it is always worth checking if you may qualify.
Switching Business Broadband
Business broadband can work differently.
For example, a business may have:
- Longer contracts
- Different exit rules
- Service guarantees
- Static IP addresses
- Internet phone systems
- Specialist equipment
- Several locations
Therefore, check the existing business contract carefully.
Do not assume that the home broadband switching process will work in exactly the same way.
Think About Business Continuity
For a household, losing broadband can be frustrating.
However, for a business, it can stop work completely.
For example, broadband may be needed for:
- Card payments
- Online bookings
- Cloud software
- Phone systems
- Security systems
Therefore, plan the switch carefully.
For example, a 4G or 5G connection could provide temporary backup.
Likewise, businesses that depend heavily on the internet may want a permanent backup connection.
Compare Home Broadband
Energility is developing a broadband comparison service to make choosing a new provider easier.
Rather than simply looking at the cheapest headline price, we aim to help you compare:
Price
Speed
Contract length
Connection type
Future price changes
and:
Overall value
Coming Soon
Our Compare Home Broadband service is planned to launch in January 2027.
However, you can still use our broadband guides in the meantime.
They can help you understand your options and prepare for your next switch.
Before You Switch
Use this simple checklist:
- Check your current contract
- Find your contract end date
- Check any exit fee
- Find out what you currently pay
- Check what broadband is available
- Decide how much speed you need
- Check the upload speed
- Check the minimum guaranteed speed
- Compare contract lengths
- Check future price rises
- Calculate the total cost
- Check setup fees
- Check whether a router is included
- Find out whether you need an engineer
- Check your home phone
- Check any alarms or telecare equipment
- Check any provider-based email address
- Find out whether old equipment must be returned
- Check whether you qualify for a social tariff
You do not need to make switching complicated.
Instead, work through the checks one at a time.
Switching Broadband Step by Step
Step 1 — Check Your Current Deal
First, find your contract end date.
Then, check your price and any exit fees.
Step 2 — Check What Is Available
Next, see which broadband services are available at your address.
Step 3 — Decide What You Need
Think about speed, Wi-Fi, reliability and your home phone.
Step 4 — Compare
Now compare the whole deal.
Look at the price, speed, contract and future costs.
Step 5 — Choose Your New Provider
Once you have found a suitable deal, check the terms before agreeing.
Step 6 — Start the Switch
For most home broadband switches, contact the new provider.
It should then arrange the switch.
Step 7 — Prepare
Next, make a note of the activation date.
Also, set up any new equipment when instructed.
Step 8 — Check Everything Works
Once the switch is complete, test the broadband.
Also check your home phone if you have one.
Step 9 — Return Old Equipment
If your old provider wants its router back, return it.
Keep proof of postage if possible.
Step 10 — Check Your Final Bill
Finally, check the last bill from your old provider.
Make sure the account has closed correctly.
Quick Summary
Switching broadband can be simple.
First, check your current contract.
Next, find out what services are available at your home.
Then, think about how much speed you actually need.
After that, compare the whole cost, rather than only the starting monthly price.
At the same time, check the contract length, future price rises and any setup costs.
If you use a home phone, check what will happen to it. Likewise, check any alarms or other equipment that use your phone connection.
For most home broadband switches, your new provider will arrange the change.
Therefore, you usually do not need to cancel the old service yourself.
Finally, test everything once the switch is complete.
Above all, remember:
A good broadband deal is not simply the cheapest or the fastest.
Instead, look for the right balance of price, speed, reliability and service.
Energility
Understand More. Spend Less. Live Better.