Who do I need to contact in order to switch?

If your current broadband service runs on the Openreach phone network, and you’re switching to another provider that also uses this network, you can follow a ‘one-stop’ switching process. Companies that use the Openreach network include BT, EE, Sky, TalkTalk and Vodafone. Under this process, you don’t need to contact your current provider at all. Instead, your new provider can arrange the transfer for you.

Once you’ve contacted your new provider to begin the switching process, both your new provider and old provider will send you letters to inform the switch.

The letter from your old provider will include details of:

• the services which will be switched;
• any services which are not affected; and
• any charges that apply if you are leaving your contract early.

The letters will also give details of the switch, including an estimate of when it will happen.

If you're switching to or from a provider that’s not part of the Openreach network, like Virgin Media, you will need to contact your current provider to cancel your existing contract.

The other reason you may need to contact your old provider is if you want to cancel satellite TV, as it's delivered separately to broadband.