How do I switch broadband provider without losing service?

Who arranges the switch, when you should and should not cancel yourself, and the checks that avoid a week with no connection.

Difficulty: beginner
Time: 30 min
Read: 4 min
Safety: caution

Short answer

On most networks the new provider does everything, including cancelling the old one, and the changeover happens on a set date with minimal downtime. The exception is switching between different network types, where you should overlap the services rather than cancel first.

Switching is usually far simpler than people expect because the industry runs a one-touch process. The problems arise in the specific cases where that process does not apply, and knowing which case you are in is most of the work.

Safety

Check for exit fees before agreeing to anything — leaving inside a minimum term usually means paying the remainder. Do not cancel your existing service yourself unless the new provider tells you to; on most networks the new provider handles it, and cancelling first creates the gap you are trying to avoid.

Step by step

Check your contract end date and exit fees first.Leaving within a minimum term usually means paying the remaining months. Providers must notify you before a contract ends; that notification is the natural moment to switch.
Find out what network you are on.Openreach copper or fibre, Virgin Media's own cable, or a full-fibre alternative network. Switching within the same network is simple; switching between networks needs more care.
Let the new provider arrange it within a network.On Openreach, the new provider handles the switch and cancels the old service. You should not contact the old provider to cancel — doing so is how gaps in service happen.
Overlap the services when changing network type.Moving to or from Virgin, or to a different full-fibre network, means two separate services. Have the new one installed and working before cancelling the old, and accept a short overlap in billing.
Get the switch date in writing.Confirm the date the new service goes live and the date the old one ends. Any gap between them is the thing to eliminate before agreeing.
Check whether an engineer visit is needed.A new line or a new network usually needs one, and appointments run weeks out. Ask at the point of ordering rather than discovering it afterwards.
Ask about the router.Most providers send their own and will not support a third-party one. Check whether the old router must be returned — charges for unreturned equipment are a common surprise.
Deal with the email address if it is tied to the provider.A provider-issued email address usually stops working when you leave. Move to an independent address well in advance and update everything that uses it.
Check the landline arrangement.Traditional phone service is being retired in favour of digital voice over broadband. If you rely on a landline — particularly for a care alarm — check how the new provider handles it and whether it works in a power cut.
Plan for the changeover day.Expect a short outage while the service moves. If you work from home, arrange it for a day that suits, and have a mobile hotspot as cover.
Check the first bill from both.Final bills from the old provider frequently include a month of service you did not have, or a missed refund. Check both bills after the switch rather than assuming.
Diarise the new end date immediately.The day the new contract starts, note when it ends. Out-of-contract broadband customers routinely pay well above the current rate.

Tips

The best time to switch is the month your contract ends. Providers reserve their best pricing for new customers, and the notification of your end date is the prompt.
Ask your current provider what they will do before you leave. Retention offers are often competitive and switching has a cost in time.
Note the speed you actually need rather than the maximum available. Most households are well served below the headline packages.

Common mistakes

Cancelling the old service yourself — Within the same network the new provider handles it. Cancelling first creates a gap in service, which is exactly the problem you were avoiding.
Switching without checking exit fees — Leaving inside a minimum term usually means paying the remaining months, which can outweigh the saving entirely.

If it doesn't work

Service went off before the new one started

Cause: Old service cancelled separately, or a mismatch in dates — Fix: Contact the new provider urgently — they can sometimes expedite. Use a mobile hotspot meanwhile.

Charged by both providers

Cause: Overlap during a network change, or a billing error — Fix: Some overlap is expected when changing network type. Beyond that, raise it with the old provider citing the switch date.

New connection much slower than promised

Cause: Line quality, or the service still stabilising — Fix: Most providers run a ten-day stabilisation period. If it remains below the minimum guaranteed speed after that, you can usually exit without penalty.

Charged for an unreturned router

Cause: Old equipment not sent back within the window — Fix: Return it and ask for the charge to be reversed. Keep the proof of postage.

Questions people ask

Do I need to cancel my old broadband myself?

Usually not. Within the same network the new provider arranges everything including the cancellation. Cancelling yourself is what creates a gap in service. The exception is switching between different network types.

Will I lose internet while switching?

Within the same network, expect a short outage on the changeover day. Between network types, arrange an overlap so the new service is working before the old one ends.