10 problems switching broadband providers – and solutions!
19th August, 2022 | Home / Blog / Broadband providers / 10 problems switching broadband providers – and solutions!Reading time: 11 minutes
We all know what it’s like when you need to switch broadband providers because your current one just isn’t cutting it anymore.
Isn’t it awful when you’re faced with plenty of hurdles and hoops to jump through when do finally make the decision to switch?
That’s why we’ve made switching providers as simple as can be. We’ve gathered a list of the most common concerns when changing broadband providers, and we’re going to tell you exactly how to get around them.
It’s simple, instead of going around in circles with your broadband, the switching process should be simple and seamless so all the focus is on leaving your old provider and finding the very best broadband services to make your life better, faster, and buffer-free. You could say, it’s as easy as 1, 2, 3!
10 problems you might face when you switch broadband provider
1. Cancellation fees
If you want to leave your current provider before your contract ends, you’ll probably have to pay some kind of termination fee. This varies depending on which provider you’re with, what package you were on, and how long you had left on your contract. The charges can be as low as under £100, but can also be skyward of £500, so it’s always good to get a quote from your current provider before you leave.
There are loopholes with this, however. If you’re not experiencing the speeds or service you were promised, you may be able to leave without any extra fees at all.
To do this, you’ll need to get in contact with your ISP (internet service provider) and give them a chance to diagnose the problem first. If the problem is within their network and they can’t fix it within 30 days, you are entitled to leave your contract early with no penalties.
You may also be entitled to leave if your current provider raises their prices unexpectedly, and it wasn’t agreed upon at the start of your contract.
If you’re not happy with your current ISP, but can’t get out of the early termination fee, contact the new provider you’d like to join. They may offer to pay part, or all of the exit fees for you in exchange for you signing up with them. Win-Win!
Don’t forget, you’ll always get at least 14 days after you are installed to decide if you’d like to stay with your new provider too. With Airband, we’ll always give you a 30-day cooling-off period to try our services for yourself. If you want to leave during that time, you’ll not have to pay a penny.
2. Switching my broadband provider is too much hassle
One of the biggest myths about switching your provider is that it is too difficult. Indeed, it can be a lengthy process, and not always a simple one too, however, there are some easy ways to start the process for the best result.
In fact, according to Which? more than three-quarters of those who had switched said the process of signing up with a new provider was easy.
Usually, most switches take less than two weeks, and any downtime between the services was usually only up to a few hours at most. However, it can sometimes take longer to switch when changing to a different technology, like upgrading from FTTC to FTTP.
You can find out what kind of technology your current connection is on in our blog post, FTTC vs FTTP.
Rest assured; most internet service providers will keep you in the loop to let you know when you’re ready to be installed.
Are you wondering how to choose the right provider for you? See how to choose an ISP in our handy guide.
3. A new line needs to be installed
Moving to a new property and finding there’s no existing broadband or phone line can be a big pain, but don’t worry, it shouldn’t take long or cost you too much to have a new line installed.
When you change broadband technology, you’ll need to have a new connection installed too, such as upgrading from FTTC (fibre-to-the-cabinet) to FTTP (fibre-to-the-premises) broadband.
You’ll order your contract with your new provider, and they’ll arrange a date for an engineer to come out and connect you. The time this takes can vary depending on the technology and where your home is in relation to their network, as these factors affect how easy it will be to connect you.
You may have to pay a small fee for this, but with some providers like Airband, you’ll get your broadband installed for free.
Most of the time, you’ll be online in no time at all, even the same day as you’re installed.
4. I haven’t found a better deal
If you’re happy with the price you’re paying, or you can’t see anything cheaper online, consider contacting other providers in your area.
A lot of the time, they’ll be able to offer you a cheaper price to get you hooked up. Also, it’s important to consider if it may be worth paying a few extra pounds each month for a reliable service, especially if the speeds offered are much better than you currently get.
5. Moving house
Before you put in an offer for your new home, we recommend you do some research into what broadband is available in the area. After all, you don’t want to move into your new home, only to find that you’re going to have to live with sub-par broadband for the foreseeable future!
If your current provider serves your new area, you’ll just need to contact them to let them know that you’re planning to move. Be prepared, there could be a small fee for doing this, though.
Unfortunately, if they don’t serve your new area, you might have to pay termination fees to get out of your contract early, and switch with a provider that can meet your needs.
6. I’m loyal to my provider
You may think that if you’re loyal and stay with the same provider, you’ll be rewarded and get a better deal, but this couldn’t be further from the truth. In fact, most customers who stay with the same provider are paying a lot more than newer customers.
Many bigger providers also up their contract prices every year, too. So, switching providers regularly could be in your best interest.
We’re not all like that, though. At Airband, we look after our loyal customers. That’s why the price you sign up for will be the same price for the duration of your contract.
Have a look at our broadband packages.
7. The provider I want isn’t available in my area
Do you really like the sound of a certain provider, but they don’t serve your area? Sadly, there isn’t a lot you can do about that, other than hope they service your area in future. However, you might be able to find just as good of a deal with someone else, so make sure you do your research.
If it’s fibre you’re after, but it isn’t available in your area yet it can be very frustrating. But don’t give up – there are government initiatives in place to help thousands of households in the UK get full-fibre to your door.
Head over to the government website to find out more.
Want a helping hand? Take a look at how to choose an ISP.
8. I’m afraid I’ll get lower speeds
Some people are afraid of switching because they’re happy with the speeds their currently getting and don’t want to mix it up by changing providers. We’re here to reassure you that the vast majority of the time, your speeds will be the same (or better) than what you were getting before with your new provider.
When you sign up for a new broadband supplier, they should give you a guaranteed minimum speed for your property. If they fail to meet this, you’re contractually allowed to leave with no penalties.
Many providers use the same Openreach network, so the differences in speeds should be minimal as it is the same line you were on before, you’re just changing who’s responsible for it.
However, some providers such as Airband build their own network, made entirely from full fibre optic cables, rather than connecting to copper telephone lines.
The good news is that with our networks, you’ll be achieving speeds upwards of 100Mbps, even up to 1Gbps and rising in future.
You can take a look at our fibre broadband packages and deals here:
9. I don’t want to lose my email account or address
Have you got an email address with your current provider that you don’t want to give up? Some providers such as Sky will let you continue to use your email address after you leave, but the bad news is that others like BT will charge a fee for you to keep using it, or they won’t allow you to use it at all.
The only way to avoid this situation is to create an alternative email address using one of the many free options available, including Gmail and Outlook.
When you know you want to switch, you should start transferring all of your accounts over to this email address, so that when you do leave your provider, you won’t be locked out.
You can also set up email forwarding so that any future emails to that address will be redirected to your new one.
While this can be a bit of a pan to do, it’s worth doing in the long run – especially as you don’t want to get stuck with your provider in a bad deal, just for the sake of an email.
10. Switching will leave me without internet for a while
While this is an annoyance, your internet should only be down for a brief period, from a few minutes to a few hours while you’re being switched over. In some cases, this might take a bit longer, often when changing to a different network altogether.
In this case, you can always sign up for a temporary 4G broadband package while you’re waiting to be set up on your new service.
5 FAQs about switching broadband contracts
1. What happens when you switch internet providers?
Your new provider will contact you to let you know when your switch is going to happen and tell you about your estimated speeds. Be sure to ask any other questions you may have when switching too.
2. Do I need to cancel my current broadband before switching?
If you’re changing from one Openreach network service to another – so, you’re just switching providers, not technology – you won’t need to cancel your broadband before switching.
If you’re changing to a completely different type of broadband service you will need to cancel your current broadband contract before you can make the switch.
For example, if you’re switching from an ADSL (copper) or FTTC (part fibre) service with BT or Plusnet, to a wireless or FTTP (full fibre) service with Airband, you will need to cancel your contract before you can start a contract with your new provider.
We can help you do this, though. And usually, with little to no cost to you. Simply contact us on 01905 676 121 for help with switching to us.
3. What do I need to do when switching broadband?
To switch your broadband, you’ll need to order your package from your new broadband provider. You’ll then need to get in contact with your old provider to let them know that you want to switch and let them know the date that you’d like your current service to end.
4. Will my new broadband provider cancel my old contract?
If you’re just swapping broadband providers, not technology, you won’t need to cancel your contract. But, if you’re getting an upgrade, you’ll need to get in contact with your old provider.
5. How long does it take to move broadband to a new address?
It usually takes about two weeks to get broadband up and running at a new address when you move, but as we’ve said, this can vary depending on what type of broadband you’re getting. If there’s already a broadband line in the home, it could be as simple as plugging in your router and signing up with your new provider to get things going.
The Airband advantage
Why choose Airband? 5 Reasons to choose your next broadband deal with us
Check out these reasons why you should choose Airband as your fibre broadband provider.
- We are the UK’s biggest non-urban network and provide coverage in rural areas that other providers won’t go.
- We use future-proof fibre broadband technology, meaning that your connection will still have the best technology in 10 years’ time.
- We offer ultrafast speeds and an uncontended service, direct to your door.
- We never rise your prices while in contract, unlike other major providers who up their prices regularly.
- When you sign up for a connection with us, you’ll have no obligation to have a landline, since we don’t use copper telephone wires for your connection.
Find out more: Do you need a phone line to get broadband?
Most importantly, we understand the struggle of poor broadband and every single customer matters to us, so we’ll go above and beyond to provide the best broadband solution for you. So you save money and get the best broadband service with faster speeds.
Join the UK’s largest non-urban network provider to benefit from the full Airband Advantage. Use our coverage checker to see if you’re in store for ultrasonic fibre speeds up to 900Mbps.
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