Key takeaways
Since December 2023, Ofcom's One Touch Switch means you switch broadband by contacting your new provider only -- they notify your current provider and manage the entire transfer.
Early exit fees apply if you leave a fixed-term contract before it ends. If your provider increases prices above CPI plus 3.9% mid-contract, you can leave without an exit fee.
Broadband automatic compensation pays out without you asking if your service is delayed, an engineer misses an appointment, or a fault takes too long to fix.
Most switches complete within 10 to 28 calendar days. In most cases there is no interruption to service on the switch day.
If you have a landline number you want to keep, tell your new provider at the start -- number porting is handled as part of One Touch Switch for most providers.
Reviewed: June 2026Key facts
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Can I switch broadband at any time
Yes, but the cost depends on where you are in your contract. Most broadband contracts run for 12, 18 or 24 months. Leaving during the minimum term triggers an exit fee set in your contract. After the minimum term ends, you move to a rolling monthly arrangement and can typically leave with 30 days notice with no exit fee.
If your provider increases prices mid-contract by more than CPI plus 3.9%, you have the right to leave without an exit fee under Ofcom's 2024 mid-contract price rise rules. This applies regardless of where you are in your minimum term.
One Touch Switch: how it works step by step
One Touch Switch came into force on 12 December 2023. It replaced the previous process where customers had to contact both their old and new provider and coordinate between them.
Step 1: Choose your new provider and package. Compare available deals -- check the contract length, average speed, monthly price after any introductory period ends, and any upfront fees.
Step 2: Contact the new provider and request the switch. Give them your address and postcode. They look up your current service details automatically.
Step 3: Agree a switch date. The minimum lead time is typically 10 to 14 calendar days. Choose a date that suits you.
Step 4: Your new provider manages everything else. They notify your current provider (which acts as your cancellation notice), arrange the cutover and handle any infrastructure coordination.
Step 5: Your service transfers on the agreed date. For most switches via Openreach infrastructure (BT, EE, Sky, TalkTalk, Vodafone, Plusnet), the switchover is seamless with no interruption. For switches involving Virgin Media's cable network, a brief outage on the switch day is possible -- your new provider will advise.
Early exit fees -- when you pay and when you don't
Exit fees apply when you leave before your minimum contract term ends. The fee structure varies by provider -- some charge the remaining monthly fees for the rest of the term; others charge a fixed fee that reduces proportionally.
Exit fees do not apply when: your minimum term has ended; your provider raises prices above CPI plus 3.9% mid-contract; your provider fails to deliver the minimum guaranteed speed in your contract; or you are within the 14-day cooling-off period from contract start.
Notice periods by provider
| Provider | Notice after min term | Exit fee during min term |
|---|---|---|
| BT / EE | 30 days | Remaining months x monthly fee |
| Sky | 31 days | Remaining months x monthly fee |
| Virgin Media | 30 days | Varies -- check contract |
| TalkTalk | 30 days | Remaining months x monthly fee |
| Vodafone | 30 days | Remaining months x monthly fee |
| Plusnet | 14 days | Remaining months x monthly fee |
| NOW Broadband | 30 days | Varies -- check contract |
Notice periods and exit fee structures change. Always check your specific contract terms before initiating a switch.
Broadband automatic compensation
Ofcom's automatic compensation scheme has applied to major providers since April 2019. Compensation is paid without you needing to claim it:
Delayed start: if your new service does not start on the agreed date, you receive 5.83 pounds per calendar day of delay (2026 rate, reviewed annually by Ofcom).
Missed engineer: if an engineer does not attend a scheduled appointment without at least 24 hours notice of cancellation, you receive 29.15 pounds per missed appointment.
Delayed fault repair: if a total loss of service is not fixed within two full working days, you receive 9.76 pounds per calendar day of ongoing delay.
Compensation is credited to your account automatically. Providers covered include BT, EE, Sky, TalkTalk, Virgin Media, Vodafone and Zen Internet among others. Check Ofcom's website for the current list.
Keeping your landline number when switching
Tell your new provider at the point of requesting the switch that you want to keep your number. They arrange number porting as part of the One Touch Switch process. Number porting typically adds a few days to the switch timeline. If you are switching from a Virgin Media landline to a non-Virgin provider (or vice versa), ask your new provider to confirm the porting process as it may involve additional steps.
What can go wrong and your rights
Slamming (switched without consent): if your broadband has been switched to a new provider without your consent, contact your old provider immediately and ask them to switch you back. Also contact the provider that took over your service. If not resolved promptly, complain to the Communications Ombudsman or CISAS.
Failed switch: if your switch does not complete on the agreed date, the automatic compensation delayed-start rate applies (5.83 pounds per day). Contact your new provider for a revised date.
Double billing: receiving a final bill from your old provider and a first bill from your new provider for the same period is normal -- each covers the service period before and after the switch date respectively.
Switching broadband if you rent
Tenants have the right to request broadband installation or switching. Under the Electronic Communications Code (Communications Act 2003), landlords cannot unreasonably withhold consent. In practice, most broadband switches do not require physical changes to the property -- the router plugs into an existing socket. If your landlord refuses consent without good reason, Ofcom has guidance on tenant rights.
Related guides
Disclaimer: This guide is for informational purposes only. Kael Tripton Ltd is not regulated by the FCA and does not provide financial advice. Telecoms information is sourced from Ofcom, the UK communications regulator. Always verify current tariffs and eligibility directly with providers and at ofcom.org.uk.
Frequently asked questions
Do I need to cancel my current broadband before switching?
No. Under Ofcom's One Touch Switch process (December 2023), you contact only your new provider. They notify your current provider and manage the switch on your behalf. The switch notification acts as your cancellation -- you do not need to call your current provider separately.
How long does a broadband switch take?
Most switches complete within 10 to 28 calendar days from the date you request the switch with your new provider. Openreach infrastructure switches (BT, EE, Sky, TalkTalk, Vodafone, Plusnet) are typically at the faster end. Virgin Media cable switches may take longer and may require an engineer visit.
Can I switch broadband mid-contract?
Yes, but an early exit fee typically applies. The fee is set in your contract. If your provider has increased prices above CPI plus 3.9% mid-contract, you have the right to leave without an exit fee under Ofcom's 2024 rules.
What happens to my email address when I switch?
If your email uses your provider's domain (e.g. @sky.com, @btinternet.com), you may lose access when you switch. Most major providers allow a grace period of 90 days to a year. Migrate contacts and subscriptions to a free email provider (Gmail, Outlook, Proton) before switching.
Will my broadband go off during the switch?
For most Openreach infrastructure switches, the changeover is designed to be seamless. For Virgin Media cable switches, a brief outage on the switch day is possible. Your new provider will advise on what to expect for your specific switch.
What is automatic compensation for a delayed broadband start?
Ofcom's scheme provides 5.83 pounds per calendar day if your new broadband service does not start on the agreed date (2026 rate). This is credited to your account without you needing to claim it. It applies from the day after the agreed start date.
Can I switch broadband if I rent my home?
Yes. Under the Electronic Communications Code, landlords cannot unreasonably withhold consent for a tenant to install or switch broadband. Most broadband switches do not require physical changes to the property.
What is One Touch Switch?
One Touch Switch is Ofcom's broadband switching process that came into force on 12 December 2023. You contact only your new provider to switch -- they manage the notification to your current provider, the cutover date and the transfer. It replaced the previous system requiring customers to coordinate between both providers.
