What you can do about broadband price increases as firms announce bill hikes

Daily Record

19-05-2025

Many of us have been continuing to struggle with the cost of living crisis, as prices seem to be going up across the board with wages often not matching the surge. From council tax to the weekly shop, there seems to be no let up.
And the same appears to be happening for broadband providers, with many having already increased their rates. Sky has already hiked its prices for customers by around six per cent in 2025.
And NOW, which is owned by Sky, recently announced it would also be increasing its broadband bills this summer. Those signed up for the Brilliant Broadband, Fab Fibre, or Super Fibre legacy bundles will see the packages increase by £36.
This £3 a month rise will come into force on Saturday, July 5. NOW Broadband, like Sky, does not comply with Ofcom's latest pricing regulations.
The rules, which were introduced this year, require internet service providers to clearly specify how much a customer's bill will increase annually.
Another firm, Origin - which was previously owned by TalkTalk - has confirmed they are moving all of their 95,000 customers to Utility Warehouse.
Off the back of these changes, Geoff Pestell, CEO at broadband comparison site Fibre Compare, has offered his expert insight into what this means for customers.
He has shared advice on a user's right to leave their provider, as well as how they can use the 'one touch switch' system, which some consumers may not be aware of.
For NOW and Sky broadband customers, since those companies do not follow Ofcom's regulations, users are entitled to cancel their contracts within 30 days of being notified of the price increase without facing an early termination fee or other penalties.
But for those with Origin, they would need to pay a fee if they want to cancel their contract and avoid the transfer to Utility Warehouse.
Whether a fee applies or not, customers of all internet service providers can switch more easily thanks to the 'one touch switch' tool, a streamlined process which came into effect last September.
What is the 'one touch switch' system?
The Ofcom rules came into effect to try and simplify the process of switching broadband providers, which is a task many consumers have struggled with over the years.
With the new system, there is no need for a middle man and customers only need to contact their new provider when switching. Previously, if you were switching between providers on different broadband networks, you would have to contact both sides.
The system, which was introduced on September 12, 2024, has been specifically designed for people switching between different networks, meaning they will only have to contact their new provider, who will then manage the entire process.
If you are out of contract with your current provider, there is usually no fee for the switch. But if you are still tied in with one broadband deal, expect to pay an early exit fee if you want to move.
How does the 'one touch switch' system work?
Check you are out of contract with your current provider or, if you are still contracted, that you are willing to pay a cancellation fee
Select a new broadband deal, sign up with the new provider, and finalise your activation date
Your new provider will liaise with your old provider to match your details and ensure the correct connection will be transferred over
You will receive an 'end of contract' notification from your previous provider, as well as a returns package for any equipment. If you are cancelling a contract early, you will pay your termination fee at this stage
If you are happy with your new contract, you will give your new provider permission to make the switch. A technician may visit to install new equipment, if needed
Your new provider will manage the switch and confirm the date of your new connection
If there are any issues with the switch or the consumer is left without service for more than one working day, providers must provide compensation.
The 'one touch switch' system is not guaranteed if you are switching from a mobile broadband provider - like Three, which uses 4G/5G to provide broadband services to your property - and, in this case, you would need to contact both providers.
The success rate of the system stands at around two-thirds (64 percent) and it is aimed to complete most switches within a single day, where technically possible.