How to switch broadband provider

Has your internet provider raised prices, giving you poor service or you’ve seen a better deal elsewhere? Find out how to switch broadband companies to make sure you’re getting the best connection and speeds for your money.

How to switch broadband

Check your current costs

Get your bills and check the name of your package, and what you pay for broadband, line rental and any calls. Look back over a few months. Is there anything piling on extra costs? Deal run out? Running over your allowance? Does your current package suit your circumstances?

Know your usage

Cut your broadband costs by matching what you pay with what you need. Think about your household. How many devices are competing for a connection? If there’s a games console, several smartphones, a laptop, tablet and catch-up TV all running at the same time, you’ll need a package that can cope.

There’s no point going for broadband that’s cheap as chips if you're going to get slow speeds and restriction when you’re using too much. Look out for the word ‘unlimited’ and if you really need speedy internet, fibre optic broadband might be the best choice.

On the flipside, don’t pay extra for unlimited usage and a super speedy connection if you only check emails and browse the odd website.

Get haggling

If can be frustrating to see the best deals offered to new customers, when you’ve been paying full price for years. But even existing customers can ask for better deals.

Get prepared, and find out exactly what’s being offered elsewhere and ring up your provider. Pick the options about “thinking of leaving” and get through to the retention or disconnection team.

Tell them you’re thinking of switching to a cheaper deal with a different provider. See if they’ll offer a better deal if you stay – discounted broadband, cheaper line rental, faster speeds, unlimited allowances, extra call plans or a router upgrade. Every fiver a month you save puts an extra £60 back in your pocket each year.

Before and after you switch broadband

Beware of ‘up to’ speeds

Broadband providers advertise amazingly fast connections, but be wary of the term ‘up to’, because it might mean you don’t get the top speeds that are advertised.

 The Which? website has a free broadband speed test to check how fast your current connection is.

Check what you’re actually getting compared to what you pay for. If there’s a big difference, bargain for a better price from your current provider.

If you’re thinking of switching, ask the new provider for a realistic estimate of the speed you’ll actually get.

Get a tool to do the hard work for you

Pop your postcode into a comparison website to see what’s on offer.

For broadband, use a website accredited by Ofcom

Think about the long term

Comparison websites can offer a bewildering mass of options: company, speed, usage, type of broadband, contract length, introductory offers, freebies and even shopping vouchers. Don’t stick with an old over-priced package, when you might be able to save hundreds of pounds.

Focus on the speed and usage you want. Look beyond super cheap short term offers – compare the cost of the first year.

See what your current provider is offering new customers, and what you can get elsewhere.

Customer service is important

Broadband providers don’t have the best reputation for customer service. Keep your blood pressure down - look at feedback on customer satisfaction before switching to another provider.

If you’ve had a bad time with your current company, vote with your feet and move away.

Find out if you can leave for free

Don’t switch elsewhere without checking if you’ll face a big bill. Contracts can run for 12, 18 or even 24 months. If you jump ship earlier, you might get stung by termination or cancellation fees. Expensive exit fees could wipe out any saving from switching, so it might be best to wait till your contract is up.

Mid contract? It’s still worth calling your provider and asking if you could cut costs with a different package.

In some circumstances, you can leave your contract early without paying a penny. These include price hikes and poor service (slow speeds).

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MoneyHelper is the new, easy way to get clear, free,
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Whatever your circumstances or plans, move forward with MoneyHelper.

Continue to website
Looking for us? Now, we’re MoneyHelper

MoneyHelper is the new, easy way to get clear, free,
impartial help for all your money and pension choices.
Whatever your circumstances or plans, move forward with MoneyHelper.

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