Switching for residential customers

Last updated: September 2024

Switching broadband or landlines for residential customers has been made easier with the new ‘One Touch Switch’ process.  This means that customers only have to contact their new service provider.

Before this, customers may have had to contact their existing provider as well as their new provider of choice.  Under the new One Touch Switch process, customers only need to contact their new provider to make the change happen.

It’s as simple as that!  Contact your new provider as normal to find out about their services and products.  They will then contact your existing provider and they will provide all the important information you need to understand about leaving them.  For example, this will include any early termination charges if you are switching broadband provider and your current contract has not ended. 

Your existing supplier will also advise if any services will be impacted or lost if you choose to switch.  This could include special services for vulnerable customers if you are registered for them.  This may include bill management through a third party or your bills in a more accessible format, such as large print.

You can then make an informed decision and consent to the switch to your new provider if you choose.

Your new service with your new provider will begin on an agreed date and your old service(s) will also be ceased.

In the unlikely event that the switch of your broadband service does not happen on the date as planned, then you may be eligible for compensation.