What to screenshot and save before you switch broadband: a practical 2026 UK guide

1. Why evidence matters in UK broadband switching

Capturing evidence before switching transforms what could become a stressful dispute into a smooth resolution if anything goes wrong. This section covers why evidence matters across the four main scenarios where it helps.

• Automatic Compensation claims. Per ISPreview UK April 2026, the Ofcom Automatic Compensation rates from 1 April 2026 are £6.46 per day for delayed start of new service, £32.31 for missed engineer appointments, plus £10.34 per day for delayed repairs after 2 working days of total loss of service. Per Ofcom and CompareFibre, compensation is automatic; however verifying entitlement requires evidence of the original agreed activation date, the actual activation date, plus documentation of any missed appointments. Per CompareFibre, if the credit doesn't appear on your next statement, contact your provider directly and quote the Automatic Compensation scheme; they are legally obligated to pay. Evidence of original commitments makes verification straightforward.
• Voluntary Code of Practice on Broadband Speeds. Per Ofcom, providers must give a personalised Guaranteed Minimum Speed (GMS) at peak times (8pm-10pm weekdays); if speed falls below GMS and isn't restored within 30 days, customers have penalty-free exit rights. Per Switchity, if reporting slow speeds, keep a log of speed tests with dates and times. Speed evidence both before and after the switch is essential for any speed-related dispute; before-switch speed evidence demonstrates the baseline you've previously been receiving, while during-and-after-switch evidence shows whether the new provider is meeting the GMS.
• ADR escalation via Communications Ombudsman or CISAS. Per Consumer Voice and CompareFibre, after 8 weeks of unresolved complaint customers can escalate to ADR. Per CompareFibre, submit your case online with your complaint reference number, all correspondence, plus evidence of the issue. Per the gocompare.com guide, gathering evidence is essential because dispute resolution services will only take you seriously if you have allowed time for your provider to fix the problem. ADR adjudicators decide based on documented evidence; comprehensive pre-switch evidence supports stronger ADR cases.
• Pro-rata billing reconciliation. Per SaveCompare, under OTS your old service should be cancelled on the switch date and you should only be charged up to that date; if you receive a bill from your old provider covering the period after the switch, contact them and request a refund. Evidence of the agreed switch date plus the old service final bill helps identify any incorrect billing for refund.
• 14-day cooling-off period exercise. Per CompareFibre, customers have a 14-day cooling-off period after signing any new broadband contract; providers cannot charge exit fees during the cooling-off period. Sky offers an enhanced 31-day cooling-off period per the BBS One Touch Switch UK guide. Evidence of contract sign-up date is essential for verifying you're still within the cooling-off window.
• Equipment return verification. Per broadband.co.uk on switching from Virgin Media, you may need to return your Virgin Wi-Fi Router or TV box; you may be charged if you don't return the equipment per Virgin Media's published price list. Evidence of equipment serial numbers, condition at handover, plus return tracking helps avoid disputes over non-return charges.
• Smart home and device reconnection. Beyond compensation and disputes, evidence of your home setup (Wi-Fi credentials, smart home device list, mesh system configuration, VPN settings) makes the post-switch reconnection process much smoother. This is preventive evidence rather than dispute evidence but equally valuable.
• Phone number portability tracking. Per Which?, BT Digital Voice retains your existing phone number through the broadband; equivalent services from Sky, TalkTalk plus other major UK ISPs work the same way. Evidence of your current number, current call history (if relevant), plus the porting request reference helps verify successful number portability post-switch.

2. Current contract details to screenshot

Your current contract details are the foundation evidence for any switch-related dispute. This section covers exactly what to capture and why.

• Contract end date. Screenshot your current provider's account page showing your contract end date. Per CompareFibre, providers must send an end-of-contract notification 10-40 days before the existing deal expires showing what you're paying and the best deals available; save any such notification. The contract end date determines whether you're out of contract (free to switch without ETF) or mid-contract (potential ETF unless penalty-free exit reasons apply).
• Current monthly cost. Screenshot the bill summary showing your current monthly cost; useful for comparing against new provider's pricing plus for verifying any disputed billing post-switch. Include any line rental, TV add-ons, sport packs, plus other monthly charges.
• Current speed band and Guaranteed Minimum Speed. Screenshot your contract terms showing the speed band you're paying for plus the personalised Guaranteed Minimum Speed (GMS) at peak times. Per Ofcom and CompareFibre, providers must give a personalised minimum guaranteed speed estimate; this is the threshold below which the Voluntary Code of Practice on Broadband Speeds applies. Save this from your current contract paperwork or online account.
• Any disclosed mid-contract price rises. Per the BBS guide on UK broadband mid-contract rises and Ofcom's January 2025 ban on inflation-linked rises in new contracts, providers must disclose mid-contract price rises in pounds and pence at the point of sale. Screenshot any disclosed rises (typical April 2026 rises: BT/EE £4/mo flat, Sky £3/mo flat, Vodafone £3.50/mo, Virgin Media £4 new and £3.50 in-contract). This evidence supports any future dispute over rise amounts.
• Contract reference number. Screenshot or note your contract reference number; needed for the OTS Match Request to identify your service per CompareFibre on the OTS process. Per CompareFibre, your new provider sends a Match Request to the industry switching hub which identifies your current service.
• Account holder name and details. Screenshot your account holder details (name, address, phone number on file). Per the BBS guide on how to switch broadband when the account holder is changing, account holder verification matters where there's been any change (death, separation, household composition change); evidence of current account holder is the baseline.
• Bundled services details. If your current contract includes TV bundle (Sky Stream, Virgin Media TV 360, BT TV/EE TV, TalkTalk TV via YouView, NOW TV) or phone services, screenshot the bundle details including channel listings, premium add-ons, plus phone number. Per the BBS guide on what happens to your TV package when you switch broadband, OTS only covers broadband and home phone (not TV) per Virgin Media's switching page; bundle details inform what happens to each component during the switch.
• Service usage history. Some providers show recent service usage data; useful evidence if there's any dispute about typical performance. Save monthly usage summaries where available.

3. Current speeds via wired Ethernet speed tests

Speed evidence is the most important pre-switch capture for any potential Voluntary Code of Practice on Broadband Speeds dispute. This section covers how to capture speed evidence correctly.

• Why wired Ethernet matters for speed tests. Wi-Fi speed tests are affected by router placement, household interference, plus device limitations; wired Ethernet speed tests reflect the actual line capability. Per CompareFibre, Wi-Fi and home network issues caused by your router's Wi-Fi signal, interference from other devices, or the layout of your home are outside the scope of the Automatic Compensation scheme. Voluntary Code of Practice on Broadband Speeds disputes typically rely on wired test evidence.
• When to test for credibility. Per Consumer Voice on Broadband and phone compensation, the GMS reflects peak-time performance (8pm-10pm weekdays). Run wired speed tests at multiple times: morning (8am-10am); afternoon (12pm-2pm); evening peak (7pm-11pm); late night (11pm-1am). Multiple test points across multiple days establish a reliable performance pattern.
• Which speed test services to use. Per Switchity on documenting speeds, provider's own speed tester is one option; widely-used services include speedtest.net by Ookla, fast.com by Netflix, plus thinkbroadband speed tester. Use multiple services for comparison; some run from different test servers giving slightly different results.
• What to capture in screenshots. Screenshot showing: download speed; upload speed; ping/latency; jitter; date and time of test; test server location; test service name (Ookla, Netflix, etc.); your provider name where shown. The full screenshot of the speed test results page is more credible than just the speed numbers.
• Frequency for credible baseline. Per Switchity, if reporting slow speeds keep a log of speed tests with dates and times. For a credible pre-switch baseline, run tests across at least 5-7 days covering different times; this captures any time-of-day variation pattern.
• Recording test conditions. Note test conditions: which device tested from; whether other household devices were active; whether streaming or downloads were running concurrently. Test conditions affect interpretation; recording them adds credibility.
• Comparing against your contract GMS. Compare each test result against your contract's Guaranteed Minimum Speed at peak times. If consistently below GMS, you may already have grounds for current provider's Voluntary Code penalty-free exit before switching; useful evidence regardless.
• Saving test history if provider supplies it. Some major UK ISPs provide historical speed performance data through their app or web account; download or screenshot this history as additional pre-switch evidence.

4. Current account and billing pages

Account and billing evidence supports pro-rata billing reconciliation post-switch plus any disputes over incorrect charges. This section covers what to capture.

• Current account balance. Screenshot your current provider account showing balance (typically zero or small credit if up to date with billing). Useful baseline for verifying any post-switch billing irregularities.
• Last bill summary. Save your most recent bill including: bill date; bill period; charges itemised; any add-ons; payment method. Useful as comparison reference if the final bill post-switch shows discrepancies.
• Recent bill history (last 6 months). Screenshot or download the last 6 months of bills. Per CompareFibre and SaveCompare, under OTS your old service should be cancelled on the switch date and you should only be charged up to that date; if you receive a bill from your old provider covering the period after the switch, contact them and request a refund. Bill history shows your normal billing pattern, useful for spotting any anomalies.
• Direct debit and payment information. Screenshot showing your payment method on file (don't capture full bank details; just note that DD is set up). Useful if the new provider's DD setup encounters issues.
• Any pending refunds or credits. If your account shows pending refunds (Auto Comp credits per ISPreview UK April 2026 rates of £6.46/day delayed start, £32.31 missed appointment, £10.34/day delayed repairs after 2 working days), screenshot before the switch. Per CompareFibre, if the credit doesn't appear on your next statement, contact your provider directly and quote the Automatic Compensation scheme. Evidence of pending credits ensures they don't get lost in the switch.
• Any disputed items. If you have ongoing billing disputes with the current provider (overcharging, incorrect rates, missing credits), screenshot the dispute status before switching. Per Consumer Voice, the formal complaint process plus 8-week resolution window applies; pre-switch evidence supports continuation of any unresolved dispute.
• Annual cost summary if available. Some providers show annual cost summaries useful for confirming the total cost over the contract period; useful for comparing against new provider's pricing.
• Bundle component breakdown. Where your bill includes broadband + phone + TV components, screenshot the breakdown showing the cost of each component. Per the BBS guide on what happens to your TV package when you switch broadband, OTS only covers broadband and phone; TV continues separately or ends depending on the bundle structure. Component breakdown clarifies what billing changes when each piece transitions.

5. Router admin login and Wi-Fi configuration

Router and Wi-Fi configuration evidence dramatically simplifies the post-switch reconnection of household devices. This section covers what to capture.

• Current Wi-Fi network names (SSIDs) and passwords. Screenshot or note your current Wi-Fi network name(s) plus password. Most major UK ISP routers have multiple SSIDs (main 2.4 GHz, main 5 GHz, guest network); capture all. This documentation makes it easy to recreate the same Wi-Fi names on the new router so household devices reconnect automatically.
• Router admin login details. Note the router admin login URL (typically 192.168.1.1 or 192.168.0.1), admin username, plus admin password. Useful if you want to factory-reset the router before returning, or copy advanced settings to the new router.
• Static IP address assignments. Some households have static IP assignments for specific devices (printers, smart home hubs, NAS drives, security cameras). Screenshot the router's DHCP reservations page showing which device MAC addresses have which static IPs; useful for recreating the same setup on the new router.
• Port forwarding rules. Some households have port forwarding configured for specific applications (gaming console NAT settings, home server access, security camera remote viewing). Screenshot the port forwarding rules; useful for recreating on the new router.
• VPN configuration. If you have router-level VPN configured (NordVPN, ExpressVPN, Mullvad, ProtonVPN), screenshot the VPN configuration. Most router-level VPN configs need to be recreated on the new router post-switch.
• Parental controls and content filtering. If you have parental controls or content filtering configured at the router level, screenshot the settings. Recreate on new router post-switch to maintain household online safety.
• Device list with names and MAC addresses. Screenshot the router's connected devices page; useful inventory for confirming all household devices reconnect post-switch. Includes laptops, phones, smart TVs, games consoles, smart home devices.
• Wi-Fi mesh system configuration. If you have third-party mesh (Eero, Google Nest WiFi, TP-Link Deco, Asus ZenWiFi), screenshot the mesh app's configuration showing which mesh nodes are placed where, plus any device-specific settings.
• Router serial number for return. Photo of the router's label showing serial number, model, plus MAC address. Useful for the equipment return process if the current provider requests router return per their contract terms.

6. Smart home device connections and configurations

Smart home device evidence helps ensure all household devices reconnect smoothly post-switch. Modern UK households often have 20+ smart home devices, each requiring specific reconnection.

• Voice assistant configurations. Screenshot Alexa skills enabled, Google Home routines, Apple HomeKit automations. These typically continue working through the switch as long as devices reconnect to the new Wi-Fi network with the same credentials. Per Switchity, document everything from the start; saving the configuration is part of this practice.
• Smart bulbs and lighting. Inventory of smart bulbs (Philips Hue, LIFX, IKEA TRÅDFRI, Innr) including count per room. Many smart bulb systems require hub re-pairing or app reconfiguration after a network change.
• Smart thermostats. Screenshot Hive, Nest, tado, Drayton Wiser, or other smart thermostat configuration. Smart thermostats typically need re-authentication after Wi-Fi changes; capturing schedules and zones helps recreate quickly.
• Smart doorbells and security cameras. Inventory of Ring, Nest, Arlo, Eufy, Reolink, plus other security devices. Most reconnect to the new Wi-Fi automatically if SSID and password match; capturing the device list ensures none get missed.
• Smart locks. Yale, Schlage, August, plus other smart locks; screenshot configurations including auto-lock settings, guest access codes, plus integration with home security systems.
• Smart appliances. Smart fridges, washing machines, ovens, robotic vacuums (iRobot Roomba, Ecovacs, Eufy RoboVac); each typically has a manufacturer app showing connected devices. Screenshot the apps showing connected devices.
• Hubs and bridges. Philips Hue Bridge, IKEA Dirigera Gateway, SmartThings Hub, Hubitat, Home Assistant. Document MAC addresses, IP addresses (if on static), plus integration with other systems.
• Energy monitoring devices. Smart meters (typically work over their own SMETS network so unaffected), smart plugs (Tapo, Tuya, IKEA), in-home displays.
• Health and fitness devices. Smart scales (Withings, Renpho), Wi-Fi-enabled fitness equipment, sleep tracking devices.
• Networked entertainment. Sonos speakers, multi-room audio systems, smart TVs, Apple TV, Fire TV, Chromecast, Roku. Most reconnect automatically if Wi-Fi credentials match.

7. Cloud service credentials and 2FA settings

Cloud service evidence ensures essential online services continue working after the switch. Some services use IP-based security or device-tied 2FA that triggers on network changes.

• Two-factor authentication (2FA) settings. Some online services trigger 2FA verification when accessed from a new IP address (which happens after a broadband switch). Screenshot or note your 2FA setup for important services: bank apps; password managers (1Password, Bitwarden, LastPass); email (Gmail, Outlook); social media (Facebook, Instagram, X, LinkedIn); HMRC; council tax; energy supplier; insurance providers; mortgage providers.
• Backup codes for 2FA. Most 2FA-enabled services provide backup codes for emergency access; ensure you have these saved separately. Print them or store in a password manager that's accessible offline. Useful if 2FA verification fails or device is unavailable during the switch period.
• Email account credentials and recovery information. Verify recovery email and recovery phone for primary email accounts. Per Virgin Media's switching page, Virgin Media email accounts are deactivated and deleted 90 days after services are disconnected; if you use a Virgin Media email address, plan migration to a different provider before cessation.
• Password manager backup. Ensure your password manager database is backed up to a separate secure location. Cloud-based password managers (Bitwarden, 1Password, LastPass) typically maintain access through any internet connection; local password managers (KeePass) need backups in case of device issues.
• Cloud storage authentication. Note current cloud storage logins: Google Drive; OneDrive; iCloud; Dropbox; Backblaze. Most reconnect automatically through any broadband. Verify backups are up to date before the switch.
• Banking app device authorisation. Some UK banking apps tie authorisation to specific devices through device fingerprinting; a network change typically doesn't break this, but a new device on the new Wi-Fi might trigger re-authorisation. Note current banking app login methods for reference.
• VPN service login. If you use commercial VPN services (NordVPN, ExpressVPN, Mullvad, ProtonVPN), note login credentials. VPNs typically work over any broadband but the apps may need re-login after network changes.
• Streaming service accounts. Verify Netflix, Disney+, Amazon Prime Video, Apple TV+, Discovery+, NOW Memberships logins. Per Uswitch on TV add-ons, billing transfers between bundled and standalone is supported but having login credentials documented helps if any account requires re-authentication.
• Working from home tools. Verify Microsoft 365, Google Workspace, Slack, Microsoft Teams, Zoom logins; corporate VPN connections; any IP-restricted access (some corporate systems whitelist specific IPs). Where corporate access uses IP whitelisting, notify IT before the switch so the new IP can be added.

8. Email account migration tasks

If you use a provider-supplied email address, planning the email migration before the switch prevents loss of important emails plus contact information. This section covers what to capture and migrate.

• Virgin Media email account 90-day cessation rule. Per Virgin Media's switching page, Virgin Media email accounts are deactivated and deleted 90 days after services are disconnected. This means if you use a Virgin Media email (@virginmedia.com), you have approximately 90 days post-switch to migrate before permanent deletion. Plan migration 30-60 days before service cessation to provide buffer.
• Other UK ISP email account considerations. BT, Sky, TalkTalk, EE, Plusnet, plus other UK ISPs each have their own policies on email retention after broadband cessation. Check the specific provider's terms before switching. Common pattern: 90-180 days retention after broadband ceases, then deletion.
• Export contacts before migration. Most email services let you export your contact list as CSV or vCard format. Do this before any account migration to ensure no contacts are lost. Save the export to multiple locations (cloud storage plus local backup).
• Update recovery emails on important services. If you use the provider-supplied email as a recovery email for banking, HMRC, council tax, or other important services, update the recovery email to a non-provider email (Gmail, Outlook, ProtonMail, iCloud) before the switch. This avoids being locked out if the email account is deleted.
• Download archived emails. Per Virgin Media's switching page guidance, before email account deletion download any important emails you want to keep. Most email services offer download in standard formats (PST for Outlook, MBOX for IMAP-compatible services); save to local backup.
• Set up forwarding from old to new email. Where the provider supports it, set up email forwarding from the provider-supplied email to your new email address. This catches any emails sent to the old address during the transition period. Forwarding typically works only while the account is active; doesn't help after deletion.
• Update subscriptions and newsletters. Update the email address on file for newsletters, subscriptions, professional memberships, plus other regular email correspondence. Easier to do gradually before the switch than rushing during cessation.
• Notify regular contacts. Send a brief note to regular email contacts (family, friends, work contacts) with your new email address. Optional but helpful for maintaining communication continuity.
• Transition to a non-ISP email if leaving Virgin Media or similar. Best practice is to use a non-ISP email (Gmail, Outlook, ProtonMail, iCloud) as your primary email; this prevents any future ISP switch from disrupting email continuity. If you currently use ISP email, the switch is a natural opportunity to migrate.

9. Phone number portability documentation

Where you have a UK landline number you want to keep through the broadband switch, phone number portability documentation ensures the porting completes correctly. This section covers what to document.

• Current phone number. Screenshot your current provider account showing your landline number. Per Which?, BT Digital Voice retains your existing phone number through the broadband; equivalent services from Sky Voice, TalkTalk Voice, plus other major UK ISPs work the same way. Number portability is requested as part of the new broadband order.
• Current call history if disputed. Most UK ISPs provide call history through their account portal; useful evidence baseline if there's any future dispute about call charges or service performance. Download or screenshot the last 3-6 months of call history.
• PAC (Porting Authorisation Code) for mobile. Per gov.uk, you can leave your mobile network by sending a simple, free text message under Ofcom rules; previously if you wanted to switch mobile network and keep your phone number, you usually needed to call your provider to ask for your PAC. This applies to mobile, not landline; the OTS process per CompareFibre handles landline portability automatically as part of broadband switching.
• STAC (Service Termination Authorisation Code) for landline. Where you want to terminate without porting (rather than port the number), STAC is the equivalent code. For most household switches the OTS process per CompareFibre handles this automatically; manual STAC requests are rare in 2026.
• Porting request reference from new provider. When you place the broadband order with the new provider, ask for the porting request reference number. Save this in case any porting issue needs investigation.
• Verify porting is included. Confirm with the new provider that landline number portability is included in your contract. Most major UK ISPs include Digital Voice (or equivalent) automatically; some altnets and 5G home broadband providers don't offer phone services so number portability may not be available.
• Note: some altnets don't offer phone service. Per the BBS guide on switching broadband without a landline, some altnets focus on broadband-only and don't provide voice services; if you need to keep a landline number, check the new provider supports phone portability before placing the switch order.
• Practical alternatives where Digital Voice isn't an option. Per the BBS switch-without-landline guide, where Digital Voice isn't included you can: keep an existing landline with a separate provider; use a VoIP service that ports your number; drop the landline entirely if no longer needed. Document your current calling patterns to inform the choice.

10. Related UK consumer rights

Pre-switch evidence supports the wider set of UK consumer rights that may apply during or after the switch. This section covers the relevant rights.

• 14-day cooling-off period. Per CompareFibre, customers have a 14-day cooling-off period after signing any new broadband contract; providers cannot charge exit fees during this period. Sky offers an enhanced 31-day cooling-off period per the BBS One Touch Switch UK guide. Pre-switch evidence of contract sign-up date verifies you're still within the cooling-off window if needed.
• Voluntary Code of Practice on Broadband Speeds. Per Ofcom, providers must give a personalised Guaranteed Minimum Speed (GMS) at peak times (8pm-10pm weekdays); if speed falls below GMS and isn't restored within 30 days, customers have penalty-free exit rights. Pre-switch wired Ethernet speed evidence establishes the baseline for any future GMS-related dispute. Major UK ISP signatories per Ofcom: BT, EE, Plusnet, Sky, NOW Broadband, Vodafone, TalkTalk, Virgin Media, Zen Internet. See the BBS guide on leaving broadband early due to poor speeds.
• Automatic Compensation scheme with April 2026 rates. Per ISPreview UK April 2026, £6.46 per day for delayed start of new service, £32.31 per missed engineer appointment, plus £10.34 per day for delayed repairs after 2 working days of total loss of service. Per Hot Minute April 2026, most major UK ISPs participate covering 97 percent of landline and 91 percent of broadband customers. Pre-switch evidence of original agreed activation date supports compensation verification.
• Telecoms Consumer Charter (introduced February 2026). Sector-wide Charter setting out minimum customer service standards across UK ISPs; signatories include BT, Virgin Media O2, Sky, plus TalkTalk per the BBS switching guide.
• One Touch Switch (broadband transition framework). Per CompareFibre, OTS launched 12 September 2024 covering cross-network including Virgin Media; over 1.625 million households used OTS since launch per the BBS broadband switch guide. Per the BBS One Touch Switch UK guide, OTS regulatory framework set out in GC C7.18-C7.27 (switching obligations) and C7.47-C7.49 (compensation obligations).
• End-of-contract notification. Per CompareFibre and Ofcom, providers must send an end-of-contract notification 10-40 days before the existing deal expires showing what you're paying and best deals available. Save the notification as pre-switch evidence.
• Alternative Dispute Resolution (ADR). Per Consumer Voice and CompareFibre, all UK broadband providers must be members of an ADR scheme: Communications Ombudsman (BT, EE, Plusnet, Three, Vodafone) or CISAS (Sky, Virgin Media O2, TalkTalk). After 8 weeks of unresolved complaint, escalate to ADR with comprehensive pre-switch evidence supporting your case.
• Vulnerable customer framework. Per Ofcom, all providers must support vulnerable customers; this applies during switches where vulnerability creates significant hardship. Document any vulnerability-related accommodations before the switch.
• Consumer Rights Act 2015. Underlying statutory protection: services must be "fit for purpose" and "of satisfactory quality"; alternative legal route where Voluntary Code or specific provider commitments don't apply.
• GC C4 framework with 10 percent turnover penalties. Per Ofcom, GC C4 (General Conditions of Entitlement C4) covers complaint handling requirements with up to 10 percent of turnover penalties under Section 96 of the Communications Act 2003; this is a regulatory backstop for repeated provider failures.

11. Practical scenarios: pre-switch evidence preventing disputes

This section walks through three typical UK 2026 scenarios where pre-switch evidence proved essential to smooth resolution.

Scenario 1: The Manchester working-from-home household with full evidence stack

Asha lives in central Manchester (M1 postcode) and works from home full-time as a software developer. She placed an order with Vodafone for Full Fibre 500 to switch from Plusnet Full Fibre 145 (both Openreach). Before placing the order, she captured the full evidence stack: contract details (end date, monthly cost £32, GMS 110 Mbps); wired Ethernet speed tests across 7 days showing consistent 130-145 Mbps download; account and billing pages; router admin Wi-Fi config (SSID, password, static IPs for printer and NAS, port forwards for development server); smart home inventory (Alexa, 12 smart bulbs, Hive thermostat, Ring doorbell); cloud service credentials (1Password backup codes, banking app device list); landline number portability confirmation.

• Step 1: Order placed with Vodafone. OTS Match Request succeeds first time; engineer appointment booked for 12 working days later.
• Step 2: Engineer install completes. Vodafone Full Fibre 500 installs and activates; Plusnet ceases via OTS coordination.
• Step 3: Asha configures new router with same Wi-Fi SSID and password. Smart home devices reconnect automatically (Alexa, smart bulbs, Hive, Ring). Static IPs recreated from screenshot evidence; port forwards recreated for development server.
• Step 4: Speed verification. Asha runs same wired Ethernet speed tests as pre-switch; new line delivers 480-500 Mbps consistently above the new GMS.
• Step 5: Phone number ports successfully. Existing landline number ports through Vodafone Digital Voice; pre-switch portability confirmation evidence wasn't needed but provided peace of mind throughout.
• Step 6: Final billing verification. Plusnet final bill matches expected pro-rata amount; no incorrect charges; bill history evidence wasn't needed but provided baseline for verification.
• Outcome. Switch completes smoothly with no disputes; total time investment in pre-switch evidence approximately 90 minutes spread over a week; saved hours of potential dispute resolution time. Asha's approach demonstrates how pre-switch evidence is mostly preventive value: most evidence isn't directly needed but provides insurance against disputes.

Scenario 2: The Glasgow household with speed dispute resolved using pre-switch baseline

The MacLeod family lives in Glasgow (G2 postcode). They placed an order with BT Full Fibre 100 to switch from Sky Broadband Superfast (Openreach FTTC at average 67 Mbps). Before switching, the family captured wired Ethernet speed tests showing consistent 65-72 Mbps on Sky. After switching to BT, the new BT FTTP service delivered only 45-55 Mbps wired during peak hours (well below the new GMS of 90 Mbps).

• Step 1: Family raises Voluntary Code of Practice on Broadband Speeds complaint. Per Ofcom, the Voluntary Code applies; BT has 30 days to restore speeds to GMS. Family submits pre-switch and post-switch wired speed test evidence.
• Step 2: BT investigates and identifies issue. Pre-switch evidence showing 65-72 Mbps on Sky FTTC at the same address establishes that the line itself is capable of higher speeds; the issue is on BT's FTTP install. Investigation reveals fibre routing issue.
• Step 3: BT engineer attends. Engineer fixes fibre routing issue; new wired speeds deliver 95-100 Mbps consistently above GMS.
• Step 4: Auto Comp credited. Per ISPreview UK April 2026, while resolving the speed issue, BT also credits compensation for the 12 days the speed was below GMS; per Voluntary Code framework restoration within 30 days means no penalty-free exit triggered, but goodwill credit applied.
• Outcome. Speed issue resolved within Voluntary Code 30-day window; pre-switch wired speed evidence was instrumental in establishing the line capability baseline. Per Switchity on documenting speeds, keeping a log of speed tests with dates and times is essential evidence. Family avoided the lengthy dispute that would have occurred without baseline evidence.

Scenario 3: The London household with Virgin Media email migration

The Petrov family lives in central London (SE1 postcode). They use Virgin Media broadband plus a Virgin Media email account ([email protected]) for personal correspondence. They decided to switch to BT Full Fibre 900 to access symmetric upload speeds. Pre-switch they captured: contract details; speed tests showing Virgin Media Gig1 typical performance; email migration plan; smart home inventory (substantial smart home with 25+ devices).

• Step 1: Family plans Virgin Media email migration 60 days before switch. Per Virgin Media's switching page, Virgin Media email accounts are deactivated and deleted 90 days after services are disconnected. Family creates new ProtonMail account; exports Virgin Media contact list; downloads archived emails.
• Step 2: Family updates recovery emails on important services. Bank app, HMRC, council tax, energy supplier, mortgage provider, plus insurance company recovery emails updated from Virgin Media to ProtonMail.
• Step 3: Family sets up email forwarding. Virgin Media forwarding configured to send all incoming emails to ProtonMail. Notification sent to regular contacts about new address.
• Step 4: Switch to BT completes. Cross-network switch from Virgin Media cable to Openreach FTTP per the BBS Virgin Media to Openreach guide; engineer install with parallel running; cutover-day downtime minimal.
• Step 5: Smart home devices reconnect. All 25+ devices reconnect automatically as new BT Wi-Fi configured with same SSID and password as old Virgin Media Wi-Fi.
• Step 6: Email migration completes. Virgin Media email continues working through 90-day retention period; final review and migration of any remaining items happens at day 60 post-switch. ProtonMail becomes primary email.
• Outcome. Family transitions cleanly with no email loss, no smart home disruption, plus continuous broadband through cross-network parallel running. Pre-switch evidence of contract details and speed baseline supports the broadband transition; pre-switch email migration plan supports the email transition; pre-switch smart home inventory ensures no devices are forgotten during reconnection.

12. Five questions to ask before placing your switch order

Before placing a UK broadband switch order in 2026, work through these five questions to confirm you've captured the right pre-switch evidence.

1. What evidence have I captured? Confirm you've captured all eight categories: (1) current contract details (end date, monthly cost, GMS, any disclosed price rises); (2) wired Ethernet speed tests across 5-7 days including peak hours 7-11pm per Voluntary Code framework; (3) account and billing pages with last 6 months bill history; (4) router admin Wi-Fi configuration including SSIDs, passwords, static IPs, plus port forwards; (5) smart home device inventory; (6) cloud service credentials and 2FA backup codes; (7) email migration plan if leaving ISP-supplied email; (8) phone number portability documentation.
2. Have I tested speeds at peak hours? Per Consumer Voice on Broadband and phone compensation, the GMS reflects peak-time performance (8pm-10pm weekdays). Run wired Ethernet tests during this window to establish the baseline most relevant to any future Voluntary Code dispute per Ofcom and the BBS guide on leaving broadband early due to poor speeds.
3. Have I documented current contract terms including disclosed price rises? Per the BBS guide on UK broadband mid-contract rises and Ofcom's January 2025 ban on inflation-linked rises in new contracts, providers must disclose mid-contract price rises in pounds and pence at the point of sale. Save evidence of any disclosed rises plus the current contract end date.
4. Have I planned email and phone number migration? Per Virgin Media's switching page, Virgin Media email accounts are deactivated and deleted 90 days after services are disconnected; equivalent considerations apply to other UK ISPs. Per Which? on Digital Voice, BT Digital Voice retains your existing phone number through the broadband; equivalent services from Sky Voice, TalkTalk Voice, plus other major UK ISPs work the same way. Verify both email migration and phone number portability are planned.
5. Do I know the OTS process and 14-day cooling-off period? Per CompareFibre, OTS launched 12 September 2024 means the new provider handles the switch coordination; your old provider's contract ceases automatically on switch date. Per CompareFibre, customers have a 14-day cooling-off period after signing any new broadband contract during which they can cancel without penalty (or 31-day with Sky per the BBS One Touch Switch UK guide). Knowing the process plus the cooling-off window means you can act with confidence and exit cleanly if needed.