How to call your broadband provider
Check whether you're out of contract and what new customers pay, then ask the loyalty team to match it. To leave, contact the provider you're moving to and it arranges the switch. Or let your simp ask for the better deal and bring the offer back to you.
What you can do yourself.
Every provider works differently, so treat these as what usually works.
Check your contract statusLook on your bill or in your account for when your contract ends and what you pay now.
Compare the marketSee what new customers are offered, so you have a price to put to your provider.
Ask them to match itAsk for the loyalty or retentions team and say what you've found. Get any new price and its term in writing.
Switch in one callWith One Touch Switch you contact the provider you're moving to and it arranges the switch.
Complain in writingAsk for the complaints team, say what you want done, and keep a note of the date, who you spoke to and any reference.
The catch: none of this guarantees a lower price. Some providers won't match, and leaving early in a contract can cost you.
How a simp does it.
Alex's broadband had gone out of contract. Bev asked when it ended, asked for the best deal on the same speed, and had the offer emailed for Alex to decide.
Bev - Ask for a better broadband dealOutgoing - AI number - 0:33- 00:02 - AdvisorThanks for holding, you're through to the loyalty team.
- 00:05 - BevHi, I'm Bev, calling for Alex. Can you tell me when Alex's broadband contract ends?
- 00:12 - AdvisorThe minimum term ended in March, so it's out of contract now.
- 00:17 - BevThen Alex would like your best deal on the same speed. Can you put it in writing?
- 00:24 - AdvisorI can email an offer today. It's held for seven days.
- 00:29 - BevThanks. Alex will decide on it himself before then.
Out of contract since March. Offer emailed for Alex to decide.
Tell it what you pay. It asks for better.
Tell your simp who provides your broadband, what you pay and what you've seen elsewhere. It asks when your contract ends, asks for the best deal and reports back with the offer, in writing.
If they need the account holder, you take over.
Some organisations will only deal with the account holder. If they do, your simp gets you to the right team, and you tap Take over in the Simp app.
- Your simp makes the callIt asks when the contract ends and for the best deal.
- They need the account holderSecurity questions and decisions stay with you.
- You tap Take overAlready with the right team, ready to talk.
Questions about your broadband deal.
Will my simp sign me up to a new contract?
Not without your yes. It brings the offer back for you to decide.
What your simp is allowed to doCan it switch my broadband for me?
Switching is arranged by the provider you're moving to. Your simp can call them and ask about the deal, but it won't place the order without your yes.
See the switching stepWhat if they ask for security details?
You tap Take over in the Simp app and answer them yourself. It never gives out your passwords, PINs or security answers.
What your simp is allowed to doDoes it use my AI minutes?
Yes. The whole call counts towards your monthly AI minutes, time on hold included. Your simp waits on hold for up to 6 minutes, then lets you know so you can take over. You can top up in the app if you run low.
Compare the plans
Let your simp ask for the better deal.
Every plan comes with a simp that makes the call and tells you what it was offered.
More guides.
All guides
AlfieRecorded call - 0:52How to get your bill reducedFind your out-of-contract date, know the going rate, and ask for retentions.£74 a month, fixed 12 months. £240 saved a year.- AlfieExample call - 5:26How to call your energy supplierWhere the number is, what to have ready, and how switching works.Reading logged. Tariff details emailed for Alex to decide.
- BevExample call - 0:29How to cancel a subscriptionCancel in the app, by phone or by letter - and how to get it confirmed in writing.Cancelled. Reference CX4471, confirmation emailed.