Changes to broadband rules make it easier to switch to new provider

You can now move to a new phone and broadband provider without having to give notice to your current network.  

It’s after regulator Ofcom introduced new rules that mean customers only need to contact their new provider to switch over.

Since 2015, customers have been able to switch between phone and broadband providers that are part of Openreach’s network, like BT and Sky.

With the new “one touch” process, customers on any network only need to contact their new provider to make the switch.

Thanks to these changes, you can switch to a cheaper deal without having to give 30 days-notice to your current provider that you’ll be leaving them, meaning you won’t risk double-paying for broadband once your new service starts.

On top of this, providers now have to compensate customers if they have any issues with the switch or don’t have service for more than one working day.  

How to switch

Under the new rules, it takes just a few steps to move to a new provider:

1. contact your new provider and give them your details
2. your current provider will automatically send you information about any early contract termination charges and how the switch may affect other services
3. your new provider manages the switch

Remember, you can’t switch mid-contract without facing charges – so it’s best to wait until it’s up for renewal.

Are you struggling to pay for broadband?

If you get Universal Credit, you’re eligible for a low-income broadband contract. These contracts offer the same internet speed as regular packages but at a much cheaper price.

You could also be eligible for a social tariff if you receive any of the following:

• pension credit
• employment and support allowance
• jobseeker’s allowance
• income support

If you’re not sure whether your provider offers broadband and phone social tariffs, check Ofcom’s full list or ask your provider directly.

You can check you’re getting all the benefits you’re entitled to by using our free benefits calculator.