Common questions about switching providers

Do I need to contact my old provider?

For an eligible residential One Touch Switch, the new provider coordinates the switch. Other services and moving-home arrangements may follow a different route. Follow the instructions for your order and do not cancel the old connection before the arrangements are confirmed.

Will I pay an early termination charge?

Your current contract determines whether charges apply. Review the information from your existing provider, including any outstanding minimum term, equipment return and bundled services. A new broadband offer does not automatically cancel those obligations.

Is the suggested provider always right?

No. Detection uses the network associated with your internet connection, which can differ from the retailer on your bill. Check the suggestion and choose the correct provider if needed. Mobile data, VPNs and wholesale networks can affect the result.

Can I keep my phone number?

Tell us before ordering if retaining a number is important. Broadband switching and number porting are related but separate arrangements, and retaining a number depends on the service and porting checks. Do not cancel a number you want to keep before its transfer arrangements are confirmed.

Will there be any interruption?

Interruption is possible during installation or activation. Confirm the arrangements for your address and keep backup connectivity for essential use. Installation dates and work depend on the individual property and service.

Read the switching checklist and switch-day guidance, or ask our team about your circumstances.

Continue with the right guide

For the practical next step, read How to switch your broadband to Exascale and What happens on switch day?.

For independent guidance, see Ofcom’s broadband switching guidance.