Changing provider

Switching iconWhile millions of people successfully switch phone and broadband provider each year, we understand that not everyone enjoys a trouble-free switching experience.  

If you're having problems switching your phone or broadband, here is some advice on what you need to do next. 

Slamming

(being switched from your provider to another without your knowledge or consent) 

 

Contact your provider’s customer services department and explain your problem. 

If this doesn’t resolve the issue, make a formal complaint to the company. You should find details of how to do this on the back of your bill, on their website or ask their customer services. 

If your provider is unable to resolve your complaint, ask for a deadlock letter. This enables you to take your complaint to an Alternative Dispute Resolution (ADR) scheme.  

ADRs act as an independent middleman and will examine the case from both sides and reach a decision they think fair. If eight weeks have passed since you first formally complained you can contact the ADR directly. 

There are two ADR schemes - Ombudsman Services: Communications, and the Communications and Internet Services Adjudication Scheme (CISAS).

All service providers must belong to one of the schemes.

Button link to ADR checkerYour provider will tell you which scheme it is a member of, or you can use our ADR checker.

Consumers play a vital role in helping us tackle slamming.  

Button link to complain to OfcomAlthough we can't investigate individual cases, your complaints can lead to us launching investigations and ultimately to us taking action.  

Click the button to complain to Ofcom.

For further help with your individual complaint, follow the advice below.  

Slamming  

If you think you have been switched to a new provider without your knowledge or consent, contact your old provider and ask that they transfer your service back as soon as possible.  

You should also contact the provider who has taken over your service and tell them you did not agree to the transfer.  

Explain the circumstances and ask them to investigate this for you.  

If this does not resolve your problem, follow the process in the side box.  

Attempted Slamming  

If you think someone is attempting to switch you to a new provider without your knowledge or consent, ask your current provider to cancel the order.  

This should be possible up to 24 hours before the transfer is due to take place. You should also tell the provider who is trying to take over your service that you wish to cancel.  

If this does not resolve your problem, follow the process in the side box.  


Problem changing broadband provider

Ofcom wants all consumers to be confident that they can switch their broadband provider with the minimum of fuss.  

When switching between broadband providers, your new provider will be best placed to provide you with accurate information and advice on the switching process you will need to follow. All providers are required to do this.  

Complain to Ofcom buttonFor help with your individual complaint, follow the process outlined in the side box.   

If you are still unable to resolve the problem, click the button to complain to Ofcom.  

Although we can’t investigate individual cases, your complaints can lead to us launching investigations and ultimately to us taking action.  

Further advice

Maximising your mobile coverage

Switching broadband provider  

How to get the best mobile phone deal

Price comparison