You know the drill. You ring up to cancel, sit in a queue, and then get put through to someone whose entire job is talking you out of it. Suddenly there's a cheaper price they never mentioned before.
We've always thought that was daft. If people want to go, let them go.
Since September 2024, the whole industry has had to agree. It's called One Touch Switch, it comes from Ofcom, and it means your new provider does the leaving for you.
The whole thing happens while you're signing up. It adds about a minute.
Rather do it by phone? Ring us on 0330 912 9955 and we'll walk you through it.
Tell us who you're with
When you sign up, pick your current provider from the list. That's your bit done.
We find your line
Using the name and address you've already given us. It takes a few seconds, there and then.
They email you the details
Your old provider sends over what ending your contract means. Have a read, then carry on.
We line up the dates
Cuckoo goes live the same day your old service goes off. We ask them to stop charging you from then too.
All the admin nobody enjoys. You name your old provider, we do the rest.
The name of your current provider, picked from a list. That's it. We look for your line using the name and address you've already typed in, so there's nothing else to dig out.
If we can't find a match we'll ask for your account number and have another go. It's on your latest bill, or in your online account.
Your current provider emails you fairly quickly with the details of ending your contract and services. Have a read, and if you're happy, carry on with your Cuckoo order.
Accounts are often filed under a slightly different name, so we'll ask for your account number and try again.
If that misses too, your order still goes ahead — you'll just need to ring your old provider to cancel once your Cuckoo line is live. Or ring us on 0330 912 9955 and we'll sort it from there.
Fair enough — there's a "I'd rather tell them myself" link on the same screen. Your Cuckoo order carries on as normal; just give your old provider a ring once your line is live. Leave it too early and you'll be without broadband for a bit; too late and you'll pay both for a few days.
You'll get an order confirmation saying we're handling the switch. We then talk to your old provider and make sure Cuckoo is up and running the same day their service goes off.
Nearly everyone. Occasionally a provider can't give the go-ahead, for one reason or another. If that happens we'll tell you and suggest you contact them directly — and your Cuckoo order still goes ahead unless you say otherwise.
No problem. As long as it's within 48 hours of placing the order, give us a ring on 0330 912 9955 and we'll cancel it for you.
That's the whole point of it. Your old service switches off and Cuckoo switches on the same day, so there's no gap to sit through.
Pop in your postcode, pick a speed, tell us who you're with. That's the hard part done.
Start your switch
