How to Switch Your Broadband Provider
A step-by-step guide to changing your ISP without the headache.
The Fear of the Switch
Broadband is a utility we rely on every minute of the day. The thought of losing connection, even for a few hours, fills most people with dread. This “switching anxiety” causes millions of UK households to stay with expensive, poor-performing providers simply because it feels safer than moving.
However, switching to a CityFibre provider is technically different—and often safer—than a standard switch, thanks to the concept of Parallel Running.
The Parallel Advantage
When you switch between two providers that both use the Openreach phone line (e.g., moving from BT to Sky), the switch happens on the same physical wire. One provider stops, and the other starts. If something goes wrong on the day, you lose service.
When you switch to CityFibre, you are having a completely new, separate line installed. Your old Openreach copper line is untouched. This means you can have both your old internet and your new CityFibre internet running at the same time in the same house. You don’t have to cancel your old service until the new one is installed, tested, and working perfectly on your devices.
Step-by-Step Switching Guide
1. Check Your Contract Status
Before doing anything, find out if you are still in a minimum contract term with your current provider. If you leave early, you may face hefty “Early Termination Charges.” Text “INFO” to 85075 (a free industry standard service) to find out your status, or check your online account.
2. Place Your Order
Choose your new CityFibre ISP and place your order. You will be asked to select an installation date. Choose a day when you can be home, as an engineer needs access.
3. The Installation
On the big day, the engineer will install the new fibre line and the ONT (modem). Once they give you the thumbs up, connect your new router and connect your devices to the new Wi-Fi name.
4. The Overlap Period
We recommend keeping your old service for a few days of overlap. This gives you peace of mind. Use the new connection for work, streaming, and gaming. Verify that the Wi-Fi reaches all the rooms you need (or set up your mesh system).
5. Cancel the Old Service
This is the most important step! Because the networks are separate, there is no automatic notification. You must contact your old provider to cancel. If you don’t, you will be billed for both. Tell them you have moved to a new fibre network and wish to end your contract. Most require 30 days’ notice, so factor this into your timing.
What About My Landline Number?
If you want to keep your home phone number, you must tell your new provider when you sign up. They will initiate a “number port.” Warning: Porting a number usually automatically cancels the line associated with it. If you want the safety of parallel running, you need to manage this carefully—ask your new provider for advice on porting dates.