Check how to switch your internet, phone or TV provider

You might not get the internet speed that’s advertised, depending on where you live. 

You can check your internet speed on the Ofcom website. This will help you compare speeds advertised by other suppliers with what you’re getting now.

When you’re searching for deals you might see ‘superfast’ internet or broadband advertised. This is sometimes also known as ‘fibre’ internet. It can be expensive, and you’ll only really notice the difference if you:

• use the internet at the same time as other people in your house

• download films or large files regularly 

• play lots of video games online

If you can’t get a decent connection speed with any provider, you can ask BT or KCOM for an upgraded connection. You can find out more about asking for a decent internet service on the Ofcom website.

Before looking at new deals, find out: 

• how many minutes and texts you use, and how much data you’ll need - ask your current provider if you’re not sure

• the customer service ratings of providers - you can check the ratings on the Ofcom website

Decide whether you want a SIM-only deal or a package including a new phone. A SIM-only deal is usually more flexible but you might need to buy a new phone, which can be expensive.

If you need help budgeting, you might want a pay-as-you-go phone. It doesn’t require a credit check, but it can be more expensive if you use your phone a lot.

Think about what type of calls you make. You might want a deal with:

• unlimited weekend calls 

• anytime calls

• calls to mobiles

If you’ll be making lots of calls to people outside of the UK, you should also check for deals with an international calling plan.

The technology used to make landline phone calls is changing. Your new phone provider could move you to a digital landline service.

Check how switching to a digital landline might affect you on the Ofcom website.

If you don’t have a mobile phone

Digital landline services won't work during a power cut.

If you’re dependent on your landline and don’t have another way to contact emergency services during a power cut, your provider must offer you an alternative.

You should ask your landline provider what alternative they'll give you. For example, you might get:

• a mobile phone

• a battery back-up unit for your landline

If you use a personal care alarm

If your alarm is connected to your landline network, ask your landline provider or device manufacturer if it will work with your new digital landline.

A personal care alarm might be:

• a fall monitor

• a lifeline

• a personal alarm 

• a telecare device

• a security alarm

If your alarm is connected to a digital landline network it might not work during a power cut. Ask your provider if they can offer you a solution, like a back-up battery.

You won’t need a subscription package if you only want to access the Freeview and Freesat channels - you’ll only need a digital set top box, digital TV with built-in Freeview or digital TV recorder.

If you want more channels, recording services or HD (high definition) channels, you’ll have to pay.

Check with the new providers if the contract will involve things like:

• drilling holes into walls for new cables

• putting up a new satellite dish

You might need to pay for these items to be installed.

The process for signing up will depend on whether your current and new internet providers are on the Openreach phone network.

Check which providers are on the Openreach phone network on their website - you’ll need to select the heading ‘Get FTTP for your home in Great Britain’.

If both providers are on the Openreach phone network

Contact your new provider - they’ll arrange for your internet to be switched. 

Your new and old provider will both send you a letter to let you know: 

• roughly when the switch will happen 

• if you need to pay any fees - for example if you’re leaving your contract early

If you’re moving to or from a bundle, your new provider will let you know which of the services will be switched.

If either provider isn’t on the Openreach phone network

You’ll need to contact both your current and new provider.

Ask your current provider to stop your service - they’ll confirm when your contract is ending and if you need to pay any charges.

Your new provider will let you know when your new contract will start.

The easiest way to switch your mobile phone provider is by sending a text. 

If you want to keep your mobile number, text ‘PAC’ to 65075. If you don’t want to keep your mobile number, text ‘STAC’ to 75075. Texts to these numbers are free. 

Your current provider will reply with:

• a ‘PAC’ or ‘STAC’ code - these will be valid for 30 days

• any charges you have to pay - for example if you’re leaving your contract early

• your credit balance, if you’re a pay-as-you-go customer

You can also switch by calling your current provider or going to your online account on your provider’s website.

If you have more than 1 number linked to your account you’ll need to switch online or by phone - for example if you have a family mobile package.

Give your code to your new provider. They’ll arrange for the switch to be completed within 1 working day.

Contact your new provider. They’ll arrange the switch for you and let your old provider know.

You should be able to keep your old number - unless you’re moving house. Check with the provider you’re switching to.

A TV ‘bundle’ is a deal with 1 provider that also includes internet, phone, or both.

You might need to contact your current providers to let them know you’re switching - ask your new provider for advice.