New provider manages it
You place the order with the new provider and they coordinate the broadband switch.
Broadband cancellation guide
Your new provider usually handles the broadband cancellation
With One Touch Switch, you normally contact the provider you want to move to. The new provider manages the broadband switch and notifies the old provider once the new service is working.
The broadband line is usually handled for you, but TV bundles, provider email, mobile discounts, equipment returns and final bills still need checking.
Quick answer
Who cancels the old broadband?
For most UK residential broadband switches, the new provider arranges the broadband switch. Ofcom says you do not need to speak to your current provider under the One Touch Switch process.
Reference: Ofcom guidance on switching broadband provider.
Old provider sends details
Check early exit charges, affected services and final-bill information before confirming.
Old broadband stops after confirmation
The old service should be ceased after the new service is confirmed working.
Bundles need checks
TV, provider email, mobile discounts and equipment returns can need separate action.
Switch timeline
What normally happens under One Touch Switch?
1
Choose a new provider
Check address availability, package terms and installation dates before you commit.
2
Give your details
The new provider uses your address and current provider details to match the existing service.
3
Review switching info
Your old provider sends charges, bundle impacts and anything else to consider.
4
Confirm the switch
If the information looks right, confirm with the new provider and agree the switch date where possible.
5
New service goes live
The new provider confirms the broadband is working.
6
Old broadband is ceased
The new provider notifies the old provider to stop the old broadband service once the new service is working.
Ofcom notice-period protection: the old provider must not charge notice-period fees beyond the completed switch date. Charges already owed, valid early termination fees and equipment charges can still appear on the final bill.
When you should still double-check with the old provider
TV and Media Bundles
Premium TV, multi-room boxes and streaming passes may remain active when broadband moves.
Action step: ask the provider’s TV or media team whether the service uses a separate contract or billing profile. If you want to keep it, request written confirmation that it will continue as a standalone service.
Provider email
Email addresses may be closed, restricted or charged for after leaving. Move logins and recovery emails first.
Equipment returns
Routers, boosters, mesh discs, TV boxes or power supplies may need returning to avoid charges.
Mobile or SIM Packages
Family-SIM discounts or multi-product savings can change when the linked broadband account leaves.
Action step: audit each mobile contract before switching. To move a mobile number, request a PAC; to leave without keeping the number, request a STAC. Mobile switching is separate from fixed-line One Touch Switch.
Moving home
A home move is not the same as a normal switch at one address. Coordinate the old-address cease and new-address activation using the moving home broadband guide.
Business broadband
Business contracts, leased lines and small-business services can use different cancellation terms.
Responsibility Matrix: Who Cuts the Cord?
| Customer Scenario | Who Arranges Cancellation? | Critical Watchpoint / Action |
|---|---|---|
| Standard Residential Move For example, Sky to BT or Virgin Media to EE |
The new provider. The broadband or landline switch is coordinated through One Touch Switch. | Do not separately cancel the old broadband before the managed switch completes, because that can disrupt the order or create a service gap. |
| Deliberate Connection Overlap Two live lines for remote-work backup |
You. If the new line is ordered as an additional independent connection, it may not trigger cancellation of the old service. | Test the new connection first, then cancel the old service manually under its contract terms. A notice period and overlapping bills can apply. |
| Standalone TV Retention Keeping Sky Stream or Sky Q while moving broadband |
Automated for broadband only. The TV service may remain on a separate agreement. | Ask the provider to confirm the TV contract, discounts, equipment obligations and standalone price in writing. |
| Mobile or Multi-SIM Bundle | Fixed line only. Mobile services are handled separately from broadband One Touch Switch. | Keep the SIMs in place or use PAC/STAC for each mobile service you intend to move. Check whether broadband-linked discounts will end. |
| Business Data Connection Business broadband, leased line or specialist service |
Varies by contract. Consumer One Touch Switch protections may not cover every business service. | Read the service agreement, notice period and SLA. Some business services require formal written cancellation well before migration. |
Direct Debit safety warning: do not cancel the old Direct Debit on switch day. Keep it active until the final bill has been issued and any refund, credit, equipment charge or remaining balance has cleared. Cancelling too early can create failed-payment notices or delay a refund.
Double-billing protection: the old provider must not charge notice-period fees beyond the completed switch date. Because many providers bill in advance, a final payment may still be taken and then corrected with a pro-rata credit. Compare the cease date and credit carefully, and dispute any post-switch notice charge in writing.
📋 Switching Evidence Checklist
Tick off these items after the switch to protect yourself against double billing, incorrect exit fees and hardware-return charges.
Old broadband cancellation FAQs
Will my new broadband provider cancel my old contract?
For a standard residential broadband or landline switch using One Touch Switch, the new provider manages the switch and the old service ends automatically once the new service is working.
Should I cancel my old broadband Direct Debit on switch day?
No. Leave the Direct Debit active until the old provider issues the final bill and processes any credit, refund, equipment charge or outstanding balance.
Can my old provider charge notice after the switch date?
Under One Touch Switch, the old provider must not charge notice-period fees beyond the completed switch date. Valid early termination charges, equipment fees and charges already owed can still apply.
Will switching broadband cancel my TV or mobile service?
Not necessarily. Separately billed TV, mobile, streaming, email or device services may remain active and should be checked directly with the provider.
Who cancels broadband if I deliberately keep both lines active?
If the new connection is ordered as a separate additional service rather than a managed switch, you normally remain responsible for cancelling the old service after testing the new line.