Switching your phone or broadband provider in the UK should be a straightforward process, but confusing industry procedures even with new regulations like ‘One Touch Switch’ can still lead to common pitfalls. The difference between a smooth transition and a frustrating outage often comes down to preparation. To ensure you keep your existing phone number, maintain continuous service, and avoid unexpected fees like early termination charges, you need to understand the few critical steps that must be followed. Below, we break down the essential Do’s and Don’ts to guarantee a seamless, stress-free move to your new service.

The Do’s: Preparation is Key

1. Do tell your current provider you are switching, not cancelling

Services you wish to transfer (such as a phone line or specific broadband technology) must remain active during the migration process.

Avoid Confusion: Letting your current provider know you are simply switching, but not yet cancelling your services, will help prevent any confusion and ensures your account remains active until the migration to your new provider is complete.

Review Your Services: This is also the perfect opportunity to review what services you currently have that you want to keep or no longer need, ensuring you only pay for what you use going forward.

2. Do confirm your contract terms

Before confirming your move, take the time to contact your current provider and review your contract terms.

Avoid Charges: Make sure you will not be caught out with any early termination charges or long notice periods that might add unexpected costs to your switch.

Equipment Return: Ask whether you need to return any equipment, such as routers or VoIP phones, as failing to do so can sometimes result in an additional charge.

3. Do keep your current billing method active until migration is complete

It may seem counter-intuitive, but ensuring your current billing method (e.g., Direct Debit) remains active until the service is officially switched off is vital.

Service Continuity: This simple step ensures your current provider will keep your services active throughout the switch. This is especially helpful in the rare event of a delay, such as if an installation requires an external survey or works that push the delivery date back. Your current service remains available until your new one is ready.

The Don’ts: Mistakes to Avoid

1. Don’t cancel your services completely

This is the most common and critical mistake when switching providers.

Risk of Disconnection: Telling your provider to ‘cancel’ your service could result in an immediate disconnection. For phone lines, this can mean a permanent loss of your business number. Crucially, services you are migrating must be active in order to transfer them to your new provider. A cancellation will make the transfer impossible and you will have to start the ordering process from scratch.

2. Don’t overlook the final billing

Don’t assume that once your new service is active, the financial relationship with your old provider is immediately over.

Final Payment: You may receive a final bill several weeks after you have switched for the remainder of the contract period or for usage up to the switchover date. Prepare for this final payment to ensure there are no surprises or outstanding debts.

By following these simple guidelines, you can navigate the process of moving broadband providers with confidence, resulting in a seamless, stress-free transition to your new service.