The basic steps to switch providers
Switching internet providers involves three main steps: choosing your new provider and plan, scheduling installation, and canceling your old service at the right time. The order matters — you want your new connection working before you disconnect the old one, or you'll have a gap where you have no internet at all.
Start by contacting your new provider to schedule installation. Most providers can install within 5 to 14 days, though this varies by location and how busy they are. During the call, confirm the installation date, what equipment they'll provide, and whether there's an installation fee. Ask whether they'll waive the fee if you're switching from another provider — many do.
Once your new service is installed and working, contact your old provider to cancel. Do this the same day if possible. You'll need to return any equipment they own — usually a modem and router — within a set window, often 30 days. Check your contract or bill to see what equipment is yours and what belongs to them.
Key Takeaways
- Schedule installation with your new provider before you cancel the old one, so you don't lose internet during the switch.
- Ask your new provider whether they waive installation fees for customers switching from another company.
- Return your old provider's equipment within the important date they give you, or you may be charged a non-return fee.
- Check your final bill from the old provider for early termination fees, which can range from nothing to several hundred dollars depending on your contract.
- Keep your account number and service address ready when you call to cancel, so the process moves faster.
What to do about early termination fees
Many internet contracts include an early termination fee if you cancel before the contract ends. This fee is usually listed in your service agreement or on your bill. The amount varies widely — some providers charge nothing, while others charge $100 to $300 or more. Check your contract before you schedule the new installation so you know what to expect.
If the fee is high and you're unhappy with it, call your current provider and ask whether they'll waive it. Some providers will negotiate, especially if you've been a customer for several years or if you're switching because of service problems. You won't know unless you ask, but be prepared for them to say no.
If you can't get the fee waived and it's substantial, calculate whether the savings from your new provider will make up for it within a few months. If your new plan costs $20 less per month and the termination fee is $100, you'll break even in five months. If you plan to stay with the new provider longer than that, it's worth paying.
Timing the cancellation to avoid double billing
Your old provider will bill you through the end of the service period they've already charged for. If you pay monthly and your bill date is the 15th, canceling on the 16th means you'll be charged for another full month. To avoid paying for service you won't use, cancel as close to your bill date as possible — ideally the day after you're charged.
When you call to cancel, ask the representative what your final bill date will be. Some providers pro-rate your final bill if you cancel mid-cycle, meaning they charge you only for the days you actually used the service. Others charge you for the full month no matter when you cancel. Knowing this ahead of time helps you decide when to make the call.
Keep a record of the cancellation date and the representative's name. When your final bill arrives, check it against what you were told. If you're charged for service after your cancellation date, contact the provider and ask them to correct it. Having the representative's name and date makes this conversation easier.
Returning equipment and avoiding extra charges
Your old provider owns the modem, router, and any other hardware they gave you. You're responsible for returning it by the important date in your cancellation agreement, usually 30 days. If you don't return it, the provider will charge you a non-return fee, typically $100 to $200 per device.
When you call to cancel, ask specifically which items need to be returned and where to send them. Some providers have a mail-in process with a prepaid shipping label. Others require you to drop equipment at a local store or service center. Get the address or instructions in writing — either by email or by taking notes during the call — so you have it when you're ready to return the equipment.
Pack the equipment carefully and keep the tracking number if you're mailing it. Take a photo of the package before you seal it, so you have proof of what you sent. Once the provider receives it, they'll send you confirmation. Keep that confirmation until you see the non-return fee disappear from your account or until your final bill is resolved.
Setting up your new service on installation day
When the technician arrives to install your new service, have a list of questions ready. Ask them to test the speed and confirm it matches your plan. Ask where the modem and router are located and whether you can move them to a better spot in your home. Ask for the Wi-Fi network name and password, and write them down when ready so you don't lose them.
Before the technician leaves, test your connection on multiple devices — a phone, a laptop, and anything else you use regularly. If something isn't working, tell the technician before they leave. It's much easier to fix problems while they're there than to schedule a callback later.
Ask the technician for the account number for your new service and the phone number to call if you have problems. Write these down and keep them somewhere you'll find them. You'll need the account number if you ever need to contact customer service.
What to do if your old provider won't cancel
Occasionally a provider will claim you're still under contract or will pressure you to stay by offering a discount. If you've decided to switch, be clear and firm: tell them you want to cancel, give them a cancellation date, and ask for written confirmation. Don't let them talk you into staying unless you genuinely want to.
If they refuse to process the cancellation or claim you owe a fee you don't believe you owe, ask to speak to a supervisor. If that doesn't work, file a complaint with your state's public utilities commission or attorney general's office. These agencies handle disputes between consumers and internet providers and can force a provider to honor a cancellation request.
Document everything: the date you called, the representative's name, what they said, and what you asked them to do. If you have to escalate the complaint, this record will help prove your case.
Moving your phone number if you have VoIP service
If your old provider offers phone service through their internet connection — called VoIP — you can usually move that number to your new provider. This is called number porting. Ask your new provider whether they support porting before you schedule installation, because some don't.
If they do, the new provider will handle most of the process. They'll contact your old provider and request the number transfer. This usually takes 3 to 7 business days. During that time, your old phone number may not work reliably, so plan accordingly. Once the transfer is complete, your phone service will work through your new provider's equipment.
If your new provider doesn't support porting, you'll have to choose between keeping your old number with a separate VoIP service or getting a new number. Many people choose to get a new number rather than pay for a separate service, but it's your decision.
Frequently Asked Questions
What happens if my new internet isn't installed by the time I cancel my old service?
You'll have no internet for however long the gap is. To prevent this, schedule your new installation first, confirm the date, and then cancel your old service for the day after installation is complete. If the new installation gets delayed, contact your old provider and ask them to delay your cancellation date.
Can I keep my old modem and router instead of returning them?
Only if you own them. If your old provider owns them, you must return them or pay a non-return fee. If you bought them yourself years ago, ask your provider whether they consider them yours. If they do, you can keep them, though your new provider may not be compatible with them.
Do I have to use the modem and router my new provider gives me?
Most providers require you to use their equipment for the first 12 months or for the length of your contract. After that, you can usually buy your own compatible modem and router if you want. Check your contract or ask during installation what the rules are.
What if I'm charged a fee I don't think I owe on my final bill?
Contact your old provider's billing department and explain the charge. Have your cancellation confirmation and any notes from your cancellation call ready. If they won't remove it, file a complaint with your state's public utilities commission or dispute the charge with your credit card company if you paid by card.
How long does the whole process usually take?
From the day you call your new provider to the day your old service is fully canceled and equipment returned, plan on 4 to 6 weeks. Installation happens within 2 weeks, cancellation is when ready, but returning equipment and resolving final billing can take another 2 to 4 weeks.