Start with the broadband services available at your address, then choose a connection suited to how many people use it at once. Before switching, confirm installation and activation arrangements; consider a different router or mesh Wi-Fi only after checking whether the problem is coverage inside the home and whether your provider supports the equipment.
If your current broadband contract is ending, check its end date and notice period before deciding whether to renew or switch. Ofcom says providers must send an end-of-contract notification with information about your options.
Video calls, streaming, gaming and large downloads can make the connection choice more important when they happen at the same time. Check which services and speed estimates apply to your property rather than relying on a general coverage result.
If the connection works near the router but struggles elsewhere, consider router placement and coverage before changing the broadband service. Check provider equipment rules before buying a replacement router or mesh system.
Keep the incoming broadband connection, Wi-Fi inside the home and the practical steps of switching separate: a change to one does not necessarily resolve a problem with another.
| Concern | What to check | Who this matters to |
|---|---|---|
| Contract term and renewal | Check the minimum term, end date and notice period, including the details in your end-of-contract notification. | If my contract is ending, I want enough time to choose whether to stay or switch rather than let the decision pass unnoticed. Around 25% of consumers put renewal planning first. |
| Service at your address | Confirm property-level availability, estimated download and upload speeds, and any installation requirements with the provider. | When several people need the connection at once, I want a service my home can actually receive and a speed tier that fits our use. That is the primary concern for around 25% of consumers. |
| Wi-Fi and equipment | Separate room-coverage problems from line-speed problems; confirm router compatibility and whether phone service depends on provider equipment. | If distant rooms lose Wi-Fi, I need to know whether different equipment will work with my broadband setup. Around 25% of consumers place home coverage and equipment fit first. |
| Switching continuity | Confirm the activation date, equipment delivery and whether an engineer visit or device reconnection is needed. | When the household relies on its connection each day, I need a clear plan for changing networks and setting up devices. Switching continuity comes first for around 25% of consumers. |
Ofcom distinguishes full fibre, which runs to the home, from part-fibre, which uses copper for the final connection. A postcode-level result also does not confirm what one property can order.
Ask the provider to confirm the connection type, speed estimate and installation requirements for your exact address.
An independent router or mesh system must work with the chosen connection. Virgin Media identifies Hub features lost in modem mode and says that mode is unavailable on Hub 5x; Hyperoptic says its phone service requires the Hyperhub.
Identify whether the difficulty is with the incoming line or Wi-Fi coverage, then confirm the supported equipment arrangement before buying.
Ofcom says the new provider normally manages a switch through One Touch Switch, but a network change may still involve equipment, an engineer or other setup steps.
Agree the activation plan with the new provider and check how household devices will reconnect.
Relevant if you are considering BT broadband and need to confirm which Hub works with the selected service.
Relevant if you want to connect your own Wi-Fi equipment to a Virgin Media Hub.
Relevant where its full-fibre service is available and you are considering an independent router.
Read your end-of-contract notification, then compare staying with switching before the term ends. Ofcom says the notification must include the end date and any notice period, so use those details to plan your decision.
Usually, you start with the new provider, which manages the transfer through One Touch Switch, according to Ofcom. Ask the new provider whether changing networks requires an engineer, new equipment or a particular activation date.
You can use your own equipment only where the selected provider and service support the intended setup. Virgin Media permits modem mode on specified Hubs but excludes Hub 5x; Hyperoptic allows a compatible Ethernet router for broadband-only service but requires its Hyperhub for phone service.
Check the minimum download speed offered for your contract and whether your provider subscribes to Ofcom’s voluntary broadband speeds code. The code provides an exit route when the applicable download speed falls below that minimum; confirm how its conditions apply to your service.