The short answer: since January 2023, switching broadband works via One Touch Switching (OTS). You sign up with your new provider, and they handle the changeover. You do not need to call your old provider first to cancel.
What is One Touch Switching?
One Touch Switching (OTS) is a process introduced by Ofcom in January 2023. It replaced the old system where switching required you to get a Migration Authorisation Code (MAC) from your current provider and arrange cancellations yourself.
Under OTS, you choose a new provider and place an order with them. Your new provider contacts your old provider on your behalf, coordinates the transfer, and confirms a switch date. On the day, your service transfers automatically. In most cases you will have no gap in service, or only a very short one.
OTS covers all fixed-line broadband providers that use the Openreach network. Virgin Media, which operates its own cable network, has a slightly different process but the principle is the same: your new provider handles the transfer.
What to check before you switch
Are you in contract?
Check when your current contract ends. Most broadband contracts run for 18 or 24 months. If you switch before the end of your contract, you will usually owe an early termination fee, which is typically the remaining monthly payments up to the end of the contract.
There is an important exception: if your provider has raised prices mid-contract, you have the right to leave without paying an early exit fee. Providers are required to give you 30 days' notice of a price rise, and during that window you can exit for free. Check your emails for any notices from your provider in the past 30 days.
When does your contract end?
Providers must tell you at least 10 to 40 days before your contract ends that it is about to expire. If you have not had this notification and are not sure, log in to your account or call your provider. The end date is also usually on your original order confirmation email.
Do you have a broadband phone number?
If you have a landline number tied to your broadband service that you want to keep, let your new provider know when you order. They can usually transfer it as part of the switch. Do not cancel your old service before the transfer completes or you may lose the number.
How to switch
- Check your contract end date and calculate any early exit fees.
- Enter your postcode on this site to see which providers and connection types are available at your address.
- Compare deals from available providers. Look at the total monthly cost, contract length, and the average download and upload speeds advertised.
- Place your order with the new provider. They will ask for your current provider details and address. You do not need a code or to call your old provider first.
- Confirm your switch date with the new provider. For Openreach-based switches this is usually 10 to 14 days from ordering. Virgin Media switches can take slightly longer if an engineer visit is needed.
- Keep your old router until the switch completes. On switch day, plug in your new router when instructed and test the connection. Return the old router if requested.
How long does switching take?
For a like-for-like switch on the Openreach network (for example, BT to Sky on the same FTTC line), the switch typically takes 10 to 14 days from placing the order. There is usually no gap in service.
If you are switching to full fibre (FTTP) for the first time, or if the new provider needs to install new infrastructure, an engineer visit will be required. This can extend the process to 2 to 4 weeks.
Virgin Media to Openreach (or the reverse) involves stopping one service and starting another, so you should expect a gap of at least a few days and possibly up to a week.
What you do not need to do
- You do not need to call your old provider to cancel first. OTS means your new provider handles this. Calling to cancel before the transfer is complete can cause problems.
- You do not need a MAC code. The old MAC code system was retired when OTS launched. If anyone asks you for one, they are out of date.
- You do not need to wait until your current contract ends to start looking. Most providers let you order up to 30 days in advance of your contract end date so you can line up the switch to happen on or just after it expires.
Frequently asked questions
Will I lose internet access when I switch?
For most Openreach-to-Openreach switches, there is no gap or only a very brief one (a few minutes) while the line transfers. If your new connection requires an engineer visit or new hardware, there may be a short outage on the installation day.
Can I keep my home phone number when switching broadband?
Yes, in most cases. Tell your new provider you want to keep your number when you order. They will arrange the number transfer (called porting) as part of the switch. Do not cancel your old service before this is complete.
What if I am on a rolling monthly contract?
Rolling monthly contracts typically require 30 days' notice to cancel. Under OTS, your new provider gives that notice on your behalf, so you just need to be aware that you may be billed for up to one more month by your old provider after the switch.
What happens if the switch goes wrong?
If your new provider fails to complete the switch on the agreed date, or your service is disrupted for longer than expected, you are entitled to automatic compensation under Ofcom's automatic compensation scheme. This currently pays £9.33 for each day your service is not working as agreed (correct as of 2026).
Can I switch if I am in arrears with my current provider?
Your current provider can delay or block a switch if you have an outstanding balance. Clear any unpaid bills before placing your new order to avoid this.