UK Broadband Finder tip: before you switch providers, check the original contract length of your existing broadband package. If you leave before your original contract has ended you may have to pay up to the end of your contract.

Switching from one type of broadband to another

• Switching between ADSL broadband (broadband via a non-cable phone line) packages
• Switching to cable broadband
• Switching from cable broadband to ADSL (via a non-cable phone line) broadband
• Switching from dial up internet access to broadband

1. Switching between DSL broadband packages

If you have broadband delivered via a BT line (that doesn't just mean broadband provided by BT) the most common way to switch (and the easiest) is done using a Migration Authorization Code, or MAC. Thanks to recent Ofcom regulation this process should now work more effectively - your existing broadband provider is obliged to give you a free MAC on request  and all broadband providers have to ensure that technical or operational issues don't stop you switching broadband provider.

However there are other, lesser used methods of switching. The choice probably won't be up to you - it will depend on which methods your old and new broadband provider can use. 

(a) A MAC (migration authorization code) 

If you have DSL broadband (that is, delivered via your phone line - ADSL or ADSL Max broadband, or broadband from an LLU broadband provider who uses their own modern equipment in a BT exchange) and you want to switch to another broadband package delivered in the same way, you can usually switch provider using the MAC process.

A Migration Authorisation Code or MAC is a long series of letters and numbers that your existing provider will give you if you request it. 

Whatever you do, DON’T call up your current ADSL broadband provider and cancel – the whole point of a MAC is that your new broadband provider takes the code, and manages the broadband switching process directly with your old broadband internet provider. 

1. Check you are out of your initial contract on your current broadband package, and whether you have to return anything you may have received for free (eg a modem). Some broadband providers offering short contracts still charge more if you cancel early on, a cost to you for the convenience of you knowing that you can leave. 

2. Contact your existing provider and ask for a MAC, or MAC key. You may then find that your current broadband provider offers you a better deal, such as a free speed upgrade – it may be worth doing this particularly if you’re happy with other aspects of the service.
Get a Mac key - find broadband provider customer service and cancellation telephone numbers here (opens in new window)

3. Your MAC should be with you within 5 working days – but it is only valid for 30 days. If it takes you longer to find the broadband package you want you’ll have to apply for a new MAC.

4. Find a new broadband package using our broadband checker, below (or browse broadband providers and broadband packages). Then give the MAC to your new provider during the sign up process. Most broadband providers will let you do this online. 

5. Your new provider should then let you know when you can expect your new broadband service to start. They should also manage a near-seamless transition to your new broadband package with very little downtime without broadband.

(b) The letter facilitiation process

This is usually used if you are transferring broadband and voice services from one provider to another. It is also sometimes used for broadband-only switches (as with the MAC, between two DSL providers).

1. Check you are out of your initial contract on your current broadband package, and whether you have to return anything you may have received for free (eg a modem). Some providers with short contracts still charge more if you cancel early on, for the convenience of you knowing that you can leave.

2. Contact your new provider and tell them you want to switch. You don't need to contact your current provider.

3. Your current and new providers will each send you a Notification of Transfer letter with details of your switch, when it will happen, and how you can cancel if you have changed your mind. 

4. Your new provider will let you know if there will be any downtime when your switchover occurs, and when it will occur (usually you should be set up with the new service within 10 days).

(c) Provide then cease

This involves your new provider providing your new broadband package over another BT line - so first of all, find a new broadband package using our broadband checker (or browse broadband providers and broadband packages):

Once it is up and running you close your previous broadband service. However this can be expensive for you (you'll be paying for two packages initially) and if you don't have a second BT line your new provider is unlikely to pay for installing a second one. 

This process is unnecessary where the MAC process exists.

(d) Cease then re-provide

Again, this is one to avoid unless the other methods such as the MAC system aren't available to you.

1. Contact your existing provider and tell them you want to end your current service.
Find broadband provider customer service and cancellation telephone numbers here (opens in new window)

2. Your current provider will issue a Cease Order which takes around five days to complete. Within this time you cannot order another broadband service on the same phone line.

As you can see, Cease then re-provide could leave you without broadband for over two weeks. If you can only use this process, you may want to set up a pay as you go dial-up service to tide you over. If you must have fast internet access you could also consider investing in an internet accelerator such as Onspeed. It compresses each webpage so it downloads much faster. It also works with broadband of 2 meg or under, so it might be worth buying Onspeed (£24.99 per year) both for your dial up and you soon-to-be-set-up broadband service if you can't get a really fast broadband package.

2. Switching to cable broadband

If you switch to cable from broadband delivered via your phone line, you can't use the MAC system - however your cable provider (likely to be Virgin Media unless you live on the Isle of Wight, which has Wight Cable) still has to help facilitate your move.

1. Check you are out of your initial contract on your current broadband package, and whether you have to return anything you may have received for free (eg a modem). Some providers with short contracts still charge more if you cancel early on, for the convenience of you knowing that you can leave.

2. Find out how much notice you have to give our current provider and cancel your existing service. If you are switching from Sky to Virgin Media, you will find a ready-addressed cancellation letter you can use on the Virgin Media website (go to Broadband / Need to Know / Switch to Virgin Media).
Find broadband provider customer service and cancellation telephone numbers here (opens in new window)

3. Check with your new cable provider how long it will take to install the new cable service.Virgin Media will do its best to  install on a date that's best for you - cable broadband usually takes around 2 weeks to install.

4. If you have a cancellation date from your DSL broadband provider,  give that to Virgin Media and where possible they will try to install your new cable on that date.

5. There is nothing to stop you keeping your original broadband service going on your phone line until your cable broadband in installed, although this will mean paying for both services for a short while.

6. If you find yourself without broadband for a few days, consider setting up a pay as you go dial-up service to tide you over.

 

3. Switching from cable broadband to DSL broadband

If you switch from cable to broadband delivered via your phone line, you can't use the MAC system.

1. Check you are out of your initial contract on your current cable broadband package, and whether you have to return anything you may have received for free (eg a modem).

2. Choose your new DSL broadband package - simply use the broadband checker to compare broadband in your area (or browse broadband providers and broadband packages):

3. Find out from your cable provider how long your broadband will be available after cancellation (eg if there is a 30-day notice period).
Find broadband provider customer service and cancellation telephone numbers here (opens in new window)

4. When you click through from this site to your new broadband provider's wesite you should also be able to find out how quickly your new broadband service will take to be set up (it could take longer if you need a new BT phone line installed). Ask your new provider to start/install your new broadband service as near as possible to the end-date of your cable broadband service.

4. There is nothing to stop you keeping your cable broadband service going until your new ADSL service is up and running, though this means paying for two broadband services.

5.If you cannot face life without internet access you could also sign up for a pay as you go dial-up internet access service to tide you over. 

4. Switching from dial-up to broadband

1. Choose your new ADSL or cable broadband package - simply use the broadband checker, below, to compare broadband in your area (or browse broadband providers and broadband packages):

2. Sign up for your new broadband package - you will receive a go-live date (it usually takes around two weeks for your broadband package to be up and running).

3. If you are on a dial-up service with a monthly fee, check how easy it is to cancel - you will often find there is no minimum contract so it is up to you whether you want to keep your dial up service going until your broadband service is working.
Find broadband provider customer service and cancellation telephone numbers here (opens in new window)

4. If you are on a pay-as-you-go dial-up service (where you pay per minute that you are online) you may want to keep the service going until your broadband sevice is working, as you are only paying for when you are online. Many people keep a dial up account available even after their broadband is running, so if they have broadband problems in future they can still get online if they need to (albeit a lot slower!)

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