Understanding Your Rights When Switching Providers
When you decide to switch your phone, internet, or TV provider in the UK, you have important rights designed to protect you and make the process straightforward. Understanding these rights can help you avoid unnecessary fees, delays, or complications.
Your Right to Switch Providers
UK regulations, overseen by Ofcom, ensure that customers can switch providers without facing unreasonable barriers. Providers are not allowed to make it unnecessarily difficult for you to leave, such as by hiding important information or making you call multiple times to cancel. You can find detailed guidance on the process and your rights in the Switching broadband provider – Ofcom guide.
What Providers Must Do
By law, your current provider must:
Give you clear information about any charges or notice periods that may apply if you leave.
Provide a straightforward way to request a switch, often through a simple online form or text service.
Not delay or obstruct the switch unless there is a valid reason, such as unpaid bills.
Ensure that you are not left without service during the transfer, especially when switching between providers using the same network.
If you’re switching broadband or bundled services (such as phone and TV together), most of the process is managed by your new provider, making it even easier for you.
Can You Switch Before Your Contract Ends?
Many contracts have a minimum term – often 12, 18, or 24 months. If you want to switch before this period ends, you may have to pay an early termination fee. However, there are exceptions:
If your provider significantly changes the terms of your contract without your agreement, you may have the right to leave early without penalty.
If your service is not being delivered as promised (for example, consistently slow broadband), you might be able to exit the contract without a fee.
To check if you can switch, review your contract or contact your provider. They must tell you if charges apply and how much they will be.
Checking Contract Terms and Conditions
Always read your contract’s terms and conditions before switching. Look for:
The length of your minimum term.
Details about notice periods (usually 30 days).
Any fees for early termination.
The process for returning equipment, like routers or set-top boxes.
Understanding these terms helps you avoid unexpected costs and ensures you comply with your obligations.
Avoiding Unfair Contracts
UK consumer protection laws, such as the Consumer Rights Act 2015, protect you from unfair contract terms. Providers cannot include clauses that unfairly tie you in or make it excessively hard to leave. If you believe your contract is unfair, you can seek advice or make a complaint.
For more information about your broader phone, internet and TV services rights and responsibilities, explore our main guidance.
Switching providers should be a simple process, and knowing your rights is the first step to ensuring a smooth transition. If you encounter any issues, refer to the official Ofcom guidance for support and next steps.
Steps to Switch Your Phone, Internet or TV Provider
Switching your phone, internet, or TV provider in the UK is a straightforward process, but it’s important to follow the right steps to avoid disruption and unexpected fees. Here’s what you need to know to make your switch as smooth as possible.
1. Start the Switching Process With Your New Provider
Begin by choosing your new provider and the package that best suits your needs. Once you’ve signed up, your new provider will often handle much of the switching process for you, especially if you’re staying on the same network (for example, moving from one broadband provider to another that uses the Openreach network).
For mobile phone services, you can usually start the switch by requesting a Porting Authorisation Code (PAC) if you want to keep your number, or a Service Termination Authorisation Code (STAC) if you don’t. These codes are free and must be provided by your current provider within one working day.
2. Notify Your Current Provider and Understand Notice Periods
It’s important to let your current provider know you’re leaving. Check your contract for any minimum term or notice period requirements – most providers require at least 30 days’ notice. If you’re still within your minimum contract period, you may have to pay early termination fees.
For a step-by-step guide on how to end your agreement properly, see our advice on cancelling your phone, internet or TV contract.
3. What Happens on Transfer Day
On the agreed transfer date, your service will switch from your old provider to your new one. For broadband and TV, you may experience a short loss of service – usually just a few minutes to a few hours. Your new provider should let you know in advance if there will be any downtime.
For mobile phones, the switch usually happens within one working day of providing your PAC or STAC code. You might lose service briefly while your number is moved.
4. Keeping Your Phone Number (Porting)
If you want to keep your existing phone number, let your new provider know as soon as possible. For mobiles, request a PAC code from your current provider and give it to your new provider. For landlines, your new provider will usually arrange the transfer for you, but it’s best to confirm this when you sign up.
Remember, your right to keep your number is protected by Ofcom regulations, whether you’re switching mobile or landline services.
5. Check Installation or Equipment Requirements
Find out if you’ll need new equipment, such as a router or set-top box. Some providers may send this to you in advance, while others may require an engineer to visit your home. Make sure you’re available for any scheduled installation appointments to avoid delays.
Return any equipment (like routers or TV boxes) to your old provider if required – failing to do so may result in extra charges.
6. Timing Your Switch to Avoid Service Disruption
Plan your switch so that your new service starts as soon as your old one ends. If you’re moving home, coordinate your move-in date with your new provider’s installation schedule. If you’re switching between providers who use different networks, allow extra time for installation or engineer visits.
To prevent being billed for overlapping services, check the end date of your current contract and the start date of your new one. Always keep records of your communications with both providers in case of any disputes.
By following these steps and understanding your rights, you can switch your phone, internet, or TV provider confidently and with minimal hassle. If you need more detailed guidance on ending your current agreement, don’t forget to read our section on cancelling your phone, internet or TV contract.
Keeping Your Phone Number When Switching
Keeping Your Phone Number When Switching
If you’re switching to a new phone provider in the UK, you have the right to keep your existing phone number. This is known as “number porting” and is protected under Ofcom regulations. Keeping your number can make the transition smoother and avoids the hassle of updating friends, family, and businesses with a new contact number.
How to Request to Keep Your Existing Phone Number
To keep your number, you’ll need to request a Porting Authorisation Code (PAC) from your current provider. You can do this by:
Texting “PAC” to 65075 from your mobile (this is free and works on all major networks).
Requesting a PAC online via your provider’s website or app.
Calling your provider’s customer service.
Your provider must give you your PAC immediately over the phone or within two hours by text or online, as required by Ofcom rules. The PAC is valid for 30 days. You’ll need to give this code to your new provider, who will arrange the transfer of your number.
Understanding the Porting Process and Timelines
Once you’ve given your new provider your PAC, they will start the process of transferring your number. The process usually takes one working day for mobile numbers. For landline numbers, it may take a few days, depending on the providers involved.
During the transfer, there should be little or no disruption to your service. You can usually continue using your old SIM until the switch is complete. On the day of the transfer, there may be a short period (usually less than a couple of hours) when your phone service is interrupted while your number moves to the new provider.
It’s important to note that you cannot port a number after your contract is cancelled. Always request your PAC and start the porting process before ending your old contract.
What to Do if Your Number Transfer Is Delayed or Fails
While most number transfers happen smoothly, delays or problems can occasionally occur. If your transfer is delayed beyond the agreed date, or if your number is lost or not working, contact your new provider as soon as possible. They are responsible for resolving the issue under Ofcom’s General Conditions.
If your new provider cannot resolve the problem, you can escalate the complaint through their official complaints process. In some cases, you may be entitled to compensation if you are left without service for an unreasonable period.
Always keep records of your communications, including the date you requested your PAC, when you gave it to your new provider, and any correspondence about the transfer. This information can help resolve issues more quickly if something goes wrong.
In summary, keeping your phone number when switching providers is your legal right. By following the correct steps and knowing what to expect, you can make the switch with confidence and minimal disruption.
Contract Endings and Early Termination Fees
Contract Endings and Early Termination Fees
Before switching your phone, internet, or TV provider, it’s important to understand the terms of your current contract – especially when it ends and what happens if you leave early.
Understanding Your Contract Length
Most service contracts in the UK have a fixed minimum term, often 12, 18, or 24 months. This minimum period is the time you’ve agreed to stay with your provider. You can usually find your contract end date in your original agreement, on your provider’s online account portal, or by contacting customer service.
Switching Before Your Contract Ends
If you want to switch providers before your contract has finished, you may face early termination fees. These are charges your provider can make for ending the agreement before the minimum term is up. The amount you’ll pay depends on how much time is left on your contract and the terms set out by your provider.
How Early Termination Fees Work
Early termination fees are typically calculated based on the remaining monthly charges for the rest of your contract, minus any costs the provider saves by you leaving early (such as VAT or service costs they won’t have to pay). For example, if you have three months left on a £30 per month contract, you might be charged up to £90, though this can vary.
Providers must make these fees clear in your contract and when you ask to leave. Ofcom, the UK communications regulator, requires that early termination charges are fair and not higher than the cost of the remaining service.
Exceptions: Leaving Without Paying Fees
There are some situations where you can leave your contract early without paying a penalty. These include:
Provider breach: If your provider has broken the contract – for example, by significantly changing your service, increasing your price mid-contract (beyond inflation), or failing to fix persistent faults – you may be able to leave without a fee.
Cooling-off period: If you signed up online or by phone, you usually have a 14-day cooling-off period to cancel without penalty.
Other exceptions: Some providers may waive fees in cases of bereavement, serious illness, or moving to an area where they can’t supply the service.
If you believe you’ve been charged unfairly, you may want to learn more about disputing your phone, internet or TV bill.
How to Check Your Contract for Early Termination Terms
Always review your contract or your provider’s terms and conditions for details about ending your agreement early. Look for sections on “early termination,” “cancellation,” or “ending your contract.” If you’re unsure, contact your provider and ask for a breakdown of any charges you might face.
For step-by-step guidance on the process of ending your agreement, see our advice on cancelling your contract.
Understanding your rights and any potential costs before you switch will help you avoid unexpected fees and ensure a smoother transition to your new provider.
Avoiding and Resolving Problems When Switching
Switching your phone, internet, or TV provider should be straightforward, but sometimes problems can arise. Knowing what to expect, how to prepare, and what to do if things go wrong can help you avoid unnecessary stress and ensure your switch goes as smoothly as possible.
Common Issues When Switching Providers
Some of the most frequent problems people face during the switching process include:
Service interruptions: There may be a gap between your old service ending and your new one starting, leaving you temporarily without phone, internet, or TV.
Billing errors: You might be charged by your old provider after your contract ends, or receive unexpected fees from your new provider.
Delays in activation: Sometimes, your new service doesn’t start on the agreed date.
Loss of your phone number: If you’re switching phone providers and want to keep your number, delays or mistakes can result in temporary or permanent loss of your number.
Under Ofcom rules, providers must make the switching process as easy as possible, and you have the right to keep your phone number if you request a PAC (Porting Authorisation Code) before switching.
How to Prepare and Avoid Problems
To minimise the risk of issues:
Check your contract: Make sure you know your contract end date and any notice periods or early termination fees. This helps you avoid overlapping payments or penalties.
Request a PAC or STAC: If you want to keep your existing phone number, request a PAC from your current provider. If you want a new number, request a STAC (Service Termination Authorisation Code).
Confirm switch dates: Coordinate the end date of your old service and the start date of your new service to avoid gaps.
Keep records: Save all emails, letters, and messages from both your old and new providers. Take note of any reference numbers and names of people you speak to.
Check your final bill: Review your last bill from your old provider to ensure you’re not overcharged or billed for services you no longer use.
What to Do if Your New Service Doesn’t Start on Time
If your new provider fails to start your service as promised:
Contact your new provider immediately to report the delay and ask for an update.
Ask for compensation: Ofcom’s automatic compensation scheme means you may be entitled to compensation if your switch is delayed or if you experience a total loss of service.
Keep a record of all communications and any promises made.
Dealing with Unexpected Charges or Poor Service
If you receive an unexpected bill or your new service isn’t working as it should:
Raise the issue with your provider as soon as possible. Be clear about what the problem is and what you expect them to do.
Check your contract and bills for any terms or charges you weren’t aware of.
If you can’t resolve the issue directly, you may need to start the process of disputing a phone, internet or TV bill.
Making a Complaint if Your Provider Doesn’t Follow the Rules
If your provider does not resolve your problem or fails to follow the correct process, you have the right to complain:
Follow your provider’s complaints process: Providers are required to have a clear complaints procedure.
Escalate the issue: If you’re not satisfied with their response after eight weeks, or if you receive a ‘deadlock letter’, you can take your complaint to an independent ombudsman.
Get step-by-step guidance: For more detailed advice on how to approach the ombudsman, see the Ombudsman Services guide.
For full details on your rights and the process, you can also read about filing a complaint about your provider.
By preparing in advance and knowing your rights, you can avoid many common problems when switching providers. If things do go wrong, there are clear steps you can take to resolve issues and ensure you’re treated fairly.
Managing Costs and Financial Concerns When Switching
Switching your phone, internet, or TV provider can help you save money or get a better deal, but it’s important to keep your costs under control during the process. Here’s what you need to know to manage your expenses and avoid financial surprises when making the switch.
Managing Call and Service Costs During Switching
While your new provider sets up your service, you may still need to use your current provider for calls, internet, or TV. To avoid unexpected charges, check your current plan for any usage limits or extra fees for calls, texts, or data. If you’re unsure how to keep costs down, see our tips on managing your call costs for practical advice on avoiding high bills, especially during the transition period.
Avoiding Unexpected Charges and Double Billing
Double billing can happen if your old and new services overlap. To prevent this:
Check contract end dates: Make sure you know when your current contract ends and when your new one begins. Some providers require notice periods, so plan your switch accordingly.
Request a final bill: Ask your old provider for a final bill to confirm your account is closed and no further charges will be applied.
Keep records: Save all emails and letters about your switch, including confirmation of cancellation and your new contract details.
Look out for early termination fees if you’re leaving your contract before the minimum term is up. These charges should be clearly explained in your contract. If you’re unsure, contact your provider to clarify any fees before switching.
What to Do if You’re Struggling to Pay Your Bills
If you’re finding it difficult to pay your bills during or after switching providers, don’t ignore the problem. Contact your provider as soon as possible – they may be able to offer payment plans or other support. You can also find further guidance on what to do if you are struggling to pay your phone, internet or TV bill, including steps to take and where to get help.
Your Rights and Support Options
UK consumer law provides protections if you’re experiencing payment difficulties. Providers must treat you fairly and give you a reasonable opportunity to pay off any arrears. They should also make you aware of any support schemes or social tariffs for people on low incomes or certain benefits. If you feel your provider isn’t offering enough support, you can escalate your complaint or seek further advice.
By being aware of your rights and staying proactive, you can manage costs effectively and ensure a smooth transition to your new service. For more detailed tips and support, explore our related guidance above.
Technical Issues and Equipment When Switching Providers
When switching your phone, internet, or TV provider, it’s important to be prepared for technical changes and know what to do if issues arise. Here’s what you need to know to ensure a smooth transition.
Equipment Installation and Returns
Most providers supply equipment such as routers, set-top boxes, or modems. When switching, your new provider will usually let you know if you need new equipment or if your current devices can be reused. In many cases, you’ll receive instructions for installing new equipment yourself, but some services may require an engineer visit.
You’ll also need to return any equipment you’ve rented or borrowed from your old provider. Check your contract or contact your provider to find out how and when to return items. Failing to return equipment could result in extra charges.
Impact on Apps, Software, and Downloads
Switching providers can sometimes affect access to apps, software, or digital content linked to your old service. For example, if your TV package included streaming apps or on-demand services, you might lose access when your contract ends. Downloaded content may also become unavailable if it’s tied to your previous provider’s account.
If you have trouble with apps or software after switching, you can find guidance on your rights and what to do next by visiting problems with apps or software after switching.
Dealing with Technical Problems After Switching
It’s not uncommon to experience technical hiccups during or after a switch, such as loss of service, slow internet speeds, or issues with TV channels. If this happens, contact your new provider first – they are responsible for getting your service up and running as agreed in your contract.
If the problem relates to the installation or setup of new equipment, your new provider should offer support. For issues with returning equipment or ending your old service, your previous provider remains responsible.
Who Is Responsible for Fixing Issues?
During the switch: Your new provider is generally responsible for making sure the switch goes smoothly and that your new service works properly from the agreed start date.
Old provider: They must end your contract correctly and process any equipment returns, but they are not responsible for technical issues with your new service.
Shared responsibility: If there’s a delay or fault during the handover, both providers should work together to resolve it, especially if you’re keeping your phone number or using the same physical line.
Tips for a Smooth Technical Transition
Read all instructions: Follow setup guides from your new provider carefully.
Prepare for downtime: There may be a short period without service during the switch – plan ahead if you rely on your connection for work or important tasks.
Test your equipment: Once installed, check that everything is working as expected. Don’t hesitate to contact your provider if you notice any issues.
Keep records: Save emails and messages from both providers in case you need to refer back to them.
Return old equipment promptly: This helps avoid extra fees and ensures a clean break from your previous contract.
Switching providers doesn’t have to be stressful. By knowing what to expect and taking a few simple steps, you can minimise disruption and enjoy your new service with confidence.
Special Considerations When Switching Mobile Phone Providers
Switching mobile phone providers in the UK can be straightforward, but there are a few special considerations to keep in mind to protect your device, data, and overall experience. Here’s what you need to know for a smooth transition.
What to Do if Your Mobile Phone Is Lost or Stolen During the Switch
Losing your phone or having it stolen while you’re in the process of switching providers can be stressful, but acting quickly is crucial. You should immediately report the loss to both your current provider and your new provider (if your service has already switched). This helps to block your SIM card, prevent unauthorised use, and protect your personal data. For detailed steps on safeguarding your information and minimising potential costs, see what to do if your mobile phone is lost or stolen.
Protecting Your Data and Account Security
When changing providers, your personal data and account security should be a top priority. Before you switch:
Back up your data: Save your contacts, photos, and important files to a secure location, such as cloud storage or your computer.
Log out of accounts: Sign out of email, social media, and banking apps on your old SIM or handset.
Reset your device: If you’re passing your phone to someone else, perform a factory reset to remove all personal information.
Be wary of phishing: Only respond to official communications from your current or new provider. Scammers may target people who are switching services.
Understanding SIM Card Changes and Phone Compatibility
Switching providers often means getting a new SIM card. Here’s what to consider:
SIM-only deals: If you’re keeping your current phone, make sure it’s unlocked so it will accept a SIM from your new provider. Most UK providers will unlock your handset for free or a small fee if your contract has ended.
eSIM options: Some networks now offer eSIMs, which are digital SIM cards embedded in your device. Check if your phone supports this feature.
Phone compatibility: Confirm that your phone works with your new provider’s network (for example, 4G or 5G compatibility). Older phones may not support all network frequencies.
Tips for a Smooth Mobile Provider Switch
Check your contract: Make sure you’re not tied into a minimum term, or be aware of any early termination charges.
Get a PAC or STAC code: To keep your number, request a Porting Authorisation Code (PAC) from your old provider. To switch without keeping your number, request a Service Termination Authorisation Code (STAC). Your new provider will handle most of the process once you give them the code.
Monitor your final bill: After switching, review your final bill to ensure you haven’t been overcharged and that any credit has been refunded.
Test your new service: Once your new SIM is active, check that calls, texts, and data work as expected.
Contact your provider if issues arise: If you face delays or problems, contact your new provider for help. They are required to ensure a smooth transition under Ofcom rules.
By staying aware of these considerations and taking a few simple precautions, you can switch mobile providers confidently and with minimal disruption.
Saving Money When Switching Providers
Switching your phone, internet, or TV provider is a great opportunity to save money, but it pays to be smart about your choices. Here’s how you can make the most of your switch and keep your costs down:
Bundle Your Services
Many providers offer discounts if you take out more than one service with them – such as broadband, TV, and phone – in a single package. Bundling can often be cheaper than paying for each service separately and may also come with added perks like free setup or premium channels. To learn more about how you can maximise your savings through bundles, see our guide on saving money by bundle switching.
Compare Providers and Deals
Before making the switch, compare what different providers are offering – not just on price, but also on contract length, speed, channel selection, and customer service. Use comparison tools and check provider websites for the latest deals. Remember, the cheapest deal isn’t always the best if it doesn’t meet your needs or comes with hidden fees.
Watch for Special Offers and Discounts
Providers often run promotions for new customers, such as reduced rates for the first few months, cashback, or free equipment. Look out for these deals, but always read the small print. Some offers may tie you into longer contracts or increase in price after the introductory period ends.
Consider What You Really Need
Think carefully about which services you actually use. For example, if you rarely watch live TV, you might not need a full TV package. If you only use your landline for broadband, see if there’s a broadband-only deal. Avoid paying for extras or premium features you don’t need – these can quickly add up.
Legal Protections When Switching
Under Ofcom regulations, providers must make switching as easy as possible and give you clear information about any charges, contract lengths, and notice periods. You have the right to keep your phone number in most cases, and you should be given at least 30 days’ notice of any price increases during your contract.
By taking the time to compare options, look for bundles, and only pay for what you need, you can make sure your switch not only goes smoothly but also saves you money.
Switching Other Essential Services Alongside Phone, Internet or TV
Switching your phone, internet or TV provider is a process many households go through to save money, get better service, or take advantage of new deals. This process is quite similar to switching other essential services, such as your energy supplier. In both cases, you’ll need to review your current contract, check for any exit fees, and coordinate the switch to minimise disruption to your household.
Coordinating Multiple Service Switches
If you’re thinking about switching more than one service at the same time – such as your broadband and your electricity – it can be a smart move. Coordinating these changes means you can compare the best deals across all your essential services, avoid overlapping contracts, and ensure all your bills are aligned to your needs. For example, you might choose to have all your new services start on the same day, making it easier to manage your household finances.
Benefits of Switching Together
Save Time: Handling all your switches at once reduces paperwork and the hassle of dealing with multiple providers at different times.
Better Deals: Some providers offer bundled discounts if you switch more than one service, potentially saving you more money.
Simplified Billing: Aligning your contract dates can make it easier to keep track of payments and avoid missing deadlines.
Where to Find Information on Switching Energy Suppliers
The process of switching your energy supplier shares many similarities with switching your phone, internet or TV provider. You’ll need to check your current contract for exit fees, compare offers from different suppliers, and follow the correct steps to ensure a smooth transition. For a detailed comparison of available options, you can compare UK energy suppliers to find the best deal for your needs.
Managing All Your Household Bills
Understanding the terms of all your service contracts – whether for phone, internet, TV, or energy – is key to managing your household bills effectively. Make a note of contract end dates and any notice periods required so you can plan ahead and avoid unnecessary charges. If you ever find yourself struggling to pay your energy bills, there is support and guidance available to help you get back on track.
By staying informed about your rights and the switching process for all your essential services, you can make confident decisions, avoid common pitfalls, and keep your household running smoothly.
