Why Switching Providers Is Worth the Effort

If you've been with the same internet provider for more than two years, there's a very good chance you're overpaying. Promotional pricing typically expires after 12-24 months, and most providers quietly raise rates by $10-30/month when the promotion ends. Meanwhile, competitors are offering better speeds at lower prices to attract new customers — deals that your current provider only matches if you threaten to leave.

A 2025 consumer survey found that households who switch providers save an average of $23/month, or $276/year, while often getting faster speeds. Over a 5-year period, the willingness to switch providers when a better deal appears saves the average household over $1,300. That's significant money for what amounts to a few hours of effort every couple of years.

But switching internet providers feels intimidating. Will you have days without internet? What about early termination fees? How do you return equipment? This step-by-step guide walks you through the entire process, from researching alternatives to returning your old equipment, ensuring a smooth transition with minimal or zero downtime.

Pre-Switch Checklist: Before You Do Anything Else

Before contacting any new provider, gather this information about your current service. Having these details on hand makes every subsequent step faster and prevents surprises:

Check Your Current Contract Status

Log into your current provider's account online or call customer service to determine whether you're in a contract. Key questions to answer:

• Are you currently under contract? If yes, when does it expire?
• What is the early termination fee (ETF)? Common ETFs range from $100-250, though some are prorated (decreasing each month toward the contract's end).
• Are you past your promotional period? If you're paying full price (post-promotion), you're almost certainly getting a worse deal than what's available from competitors.
• What speed and price are you currently paying? Check your most recent bill, not what you think you pay — many people don't realize their rate has increased.

If you're under contract with a significant ETF, calculate whether the savings from switching still justify the fee. If you'll save $20/month by switching and the ETF is $150, you'll break even in 7.5 months. If you're within 2-3 months of your contract expiration, it often makes sense to wait.

Check What Equipment You Own vs Rent

Review your bill or account to determine which equipment belongs to your provider. Rented equipment (modems, routers, gateways, cable boxes) must be returned to avoid unreturned equipment charges of $100-300 per device. Equipment you purchased is yours to keep — and if it's compatible with your new provider, you may be able to reuse it.

Document Your Current Setup

Take photos of your current internet setup: where cables enter your home, how equipment is positioned, and any custom cable routing. This helps your new provider's installer understand the layout and may speed up installation. Also note your current Wi-Fi network name and password if you want your new service to use the same credentials (so all your devices reconnect automatically).

Step 1: Research Providers Available at Your Address

Internet availability is highly location-specific. The provider offering the best deal across town might not serve your exact address. Start by checking what's actually available using our availability checker, which shows all providers serving your specific address along with their current plans and pricing.

Compare Apples to Apples

When evaluating alternatives, ensure you're comparing equivalent terms. Some factors people commonly overlook:

• Promotional vs regular price: That attractive $39.99/month is probably a 12-month promotional rate that jumps to $79.99. Always check the post-promotion price.
• Equipment fees: A plan that's $10/month cheaper but charges $14/month for equipment rental actually costs more. Check our cheapest providers guide for all-in cost comparisons.
• Data caps: A cheaper plan with a 1 TB data cap may result in overage charges that negate the savings. Providers like Spectrum have no data caps; others charge $10-15 per 50 GB over the limit.
• Installation fees: New customer installation can run $0-200. Some providers waive this fee during promotional periods or for self-install.
• Speed tiers: Compare the speed you actually need, not the maximum available. Our speed guide helps determine the right tier for your household.

Read Reviews and Check Reliability

Speed and price aren't everything. A provider that's $5/month cheaper but has frequent outages and terrible customer support is a bad deal. Check provider reviews specific to your area — national ratings don't always reflect local performance. If you know neighbors with different providers, ask about their experience with reliability and support responsiveness.

Step 2: Compare Plans in Detail

Once you've identified available providers, create a detailed comparison including all costs. Here's a framework for an honest comparison:

Total Monthly Cost

Calculate the true monthly cost for each option: plan price + equipment rental + taxes and fees. Some providers include taxes in their advertised price (T-Mobile, AT&T Fiber), while others add $5-15/month in taxes and fees on top of the quoted rate. Ask for the total out-the-door monthly cost.

First-Year vs Second-Year Cost

For plans with promotional pricing, calculate the average monthly cost over 24 months. A plan that's $40/month for 12 months then $80/month for 12 months averages $60/month — that's the number to compare against competitors.

Contract Terms

No-contract plans offer maximum flexibility but sometimes cost $5-10/month more than contract plans. If you're willing to commit for a year to save $60-120, a contract can make sense — just set a calendar reminder to reevaluate before the promotional period ends. Some of the fastest providers offer competitive no-contract pricing on their premium tiers.

Step 3: Order New Service (Timing Is Everything)

The golden rule of switching internet providers is: always get your new service installed and working before you cancel your old service. Having both services active simultaneously for a few days costs a small amount but guarantees zero downtime.

Schedule Installation Strategically

Contact your chosen new provider and schedule installation. Self-installation options (where they ship you equipment) can often be set up the day the equipment arrives. Professional installation requires scheduling a technician visit, usually available within 3-7 business days.

Schedule your new service installation for a day when you'll be home to test everything. Weekday morning appointments tend to have the best on-time arrival rates. Avoid scheduling installation on a day when you have important video calls or deadlines — there's always a small risk of delays or issues.

What to Expect During Installation

Self-installation (30-60 minutes): The new provider ships a modem and/or router. You connect the modem to the cable/fiber/phone outlet, connect the router to the modem (or use the all-in-one gateway), power everything up, and follow the activation instructions. Most providers include step-by-step guides and video tutorials. If you get stuck, call the provider's tech support.

Professional installation (1-3 hours): A technician arrives, installs the modem/gateway, runs any necessary cabling, sets up your Wi-Fi network, and tests the connection. They should verify speeds match your plan and ensure Wi-Fi coverage in your main living areas. Don't hesitate to ask the technician to check signal in specific rooms where you'll use Wi-Fi most.

For fiber installations specifically, the technician may need to run a fiber line from the street to your home, which involves either burying a cable or attaching one to your exterior. This can add time but is a one-time process. For more on fiber technology, see our fiber internet guide.

Step 4: Test Your New Service Thoroughly

Before canceling your old service, spend 1-2 days testing the new connection to make sure it meets expectations:

Run Speed Tests

Use our speed test tool to verify your new connection delivers speeds close to what you're paying for. Test at multiple times of day (morning, afternoon, and evening) to check for peak-hour congestion. You should consistently get 80-95% of your advertised speed on a wired (Ethernet) connection.

Test Your Key Activities

Stream your usual content (Netflix, YouTube, etc.), make a video call, browse your regular websites, and test any other activities that matter to you. Pay attention to whether anything feels noticeably slower or less reliable than your old connection.

Check Wi-Fi Coverage

Walk through your home with your phone or tablet and check Wi-Fi signal strength in every room where you use internet. If any rooms have weak signal, address this now with router repositioning or mesh Wi-Fi extenders before canceling your old service. Your new provider may offer mesh solutions for an additional fee.

Verify All Devices Connect

Connect all your devices to the new Wi-Fi network: phones, tablets, smart TVs, gaming consoles, smart speakers, security cameras, laptops, and desktop computers. Occasionally, certain devices have trouble connecting to a new network — better to discover and resolve this while your old service is still active as a backup.

Step 5: Cancel Your Old Service (The Retention Game)

Once you've confirmed your new service works well, it's time to cancel the old one. This step is where most people either rush through (leaving money on the table) or dread (because nobody enjoys making cancellation calls). Here's how to handle it strategically:

Call the Retention Department

When you call to cancel, you'll initially reach a general customer service representative. Tell them you'd like to cancel your service. They will either transfer you to the retention department or become a retention agent themselves. This is where the negotiation begins.

The retention department's job is to keep you as a customer. They have access to discounts, loyalty offers, and plan modifications that regular customer service can't offer. Even if you're committed to switching, hear them out — sometimes the counter-offer is genuinely better than what you're switching to.

Negotiation Strategies That Work

Be specific about your alternative: "I'm switching to [provider] because they're offering [speed] for [price]/month, which is $X less than what I'm currently paying." Specific details show you've done your homework and give the retention agent a concrete target to beat.

Be polite but firm: Retention agents are people doing a job. Being pleasant makes them more willing to find creative solutions. But don't let politeness become pushover energy — if their best offer doesn't match or beat the alternative, politely decline and proceed with cancellation.

Ask for a specific outcome: Rather than waiting for them to offer something, tell them what would keep you: "If you can match [competitor]'s $49/month for 300 Mbps, I'll stay." This gives them a clear ask they can either meet or acknowledge they can't.

Don't accept the first offer: The first retention offer is almost never the best one. A common pattern is: first offer (modest discount), you decline, second offer (better discount or speed upgrade), you decline, final offer (best available). If the final offer doesn't work for you, proceed with cancellation.

Set a Specific Cancellation Date

When you do cancel, set the cancellation date for 3-5 days from the call. This gives you a buffer in case your new service encounters any unexpected issues. You're paying for a few days of overlap, but that insurance against losing internet access entirely is worth the $3-5 cost. Most providers will prorate your final bill, so you're only paying for the days of service you actually used.

Step 6: Return Old Equipment (Don't Skip This)

Returning your old provider's equipment is critically important. Unreturned equipment fees are a common surprise charge that can run $100-300 per device. Here's how to handle equipment returns properly:

Return Options by Provider

Xfinity: Return to any Xfinity store, ship via UPS (they provide a prepaid label), or drop off at a UPS store. Return within 14 days of cancellation to avoid charges.

Spectrum: Return to any Spectrum store or ship via UPS with a prepaid label from Spectrum. They'll provide return instructions when you cancel.

AT&T: Return to any AT&T store or ship via UPS with a prepaid label. Equipment must be returned within 21 days.

Cox: Return to any Cox Solutions Store or ship with a prepaid label. Return within 10 days of cancellation.

Frontier: Ship via prepaid label (Frontier has few retail locations). They provide return shipping materials.

Protect Yourself: Document the Return

This is essential: get proof of return. If you return in person, get a receipt. If you ship equipment, keep the tracking number and delivery confirmation. Providers occasionally lose returned equipment and charge customers for it — your receipt or tracking number is your protection against this. Take photos of the equipment before returning it as additional documentation.

Check Your Final Bill

About 2-4 weeks after cancellation, check your final bill carefully. Look for unreturned equipment charges (contest with your return receipt if applicable), prorated charges that should reflect your cancellation date, and any early termination fees you expected. If anything looks incorrect, call the provider's billing department with your documentation.

Tips for Negotiating with Retention Departments

Retention negotiation is a skill that can save you hundreds of dollars per year across all your service subscriptions, not just internet. Here are advanced strategies from consumer advocates and industry insiders:

Know the Competitive Landscape

Before calling, research exactly what competitors offer at your address. Having a specific plan, price, and speed from a named competitor gives you maximum leverage. "Competitor X is offering 400 Mbps for $49.99 with no contract" is much more effective than "I think I can get something cheaper elsewhere." Use our availability checker to research alternatives.

Call at the Right Time

Call retention departments on Tuesday through Thursday during business hours. Monday and Friday tend to be higher-volume days where agents have less time per customer. Mid-morning (10 AM - 12 PM) calls typically reach less-hurried agents who have more flexibility to help.

Reference Your Loyalty

If you've been a customer for multiple years, mention it. "I've been with you for 5 years and always paid on time" carries weight. Long-term customers cost more to replace than to retain, and agents know this. Providers generally spend $300-500 to acquire a new customer — that's the cost of marketing, installation, and activation that they avoid by keeping you.

Be Willing to Walk Away

The most powerful negotiating position is genuine willingness to cancel. Agents can tell when someone is bluffing versus actually prepared to switch. If you've already installed new service and confirmed it works, you have the strongest possible position because you genuinely don't need them. This paradoxically makes them most likely to offer their best deal.

Know When the Best Deals Appear

If retention can't match your target price today, ask: "When does my current plan price change next? Will better retention offers be available then?" Sometimes better offers appear when your billing cycle renews or when quarterly promotions refresh. The agent may be able to schedule a callback when better offers become available.

What If Only One Provider Serves Your Area?

Approximately 30% of Americans have only one broadband provider option at their address. If you're in this situation, switching isn't possible — but you still have options to lower your costs or improve your experience:

Negotiate Anyway

Even monopoly providers have retention departments, and even without competitive pressure, they'd rather keep you at a discount than lose you entirely. Mention that you're considering canceling internet altogether (even if you wouldn't actually do this), switching to a mobile hotspot, or using satellite internet like Starlink. Any alternative, even an imperfect one, gives you some leverage. Read our Starlink comparison to understand that alternative.

Consider Alternative Technologies

Even if only one traditional ISP serves your area, you may have alternatives from different technology categories. T-Mobile 5G Home Internet and Verizon 5G Home don't require cable or fiber infrastructure, so they may be available even where traditional competitors aren't. Starlink satellite internet works virtually everywhere. These alternatives may not match a cable provider's speed, but they provide genuine competitive pressure that helps in negotiations.

File Complaints Strategically

If your monopoly provider delivers speeds consistently below what you're paying for or has reliability issues they won't address, filing a complaint with the FCC (fcc.gov/consumers/guides/filing-informal-complaint) generates a formal response requirement. Providers take FCC complaints seriously because they're tracked and can affect regulatory decisions. Many consumers report that unresolved issues were quickly fixed after an FCC complaint was filed.

Best Times to Switch Providers

Timing your switch strategically can yield better deals and smoother transitions:

January

Providers launch new promotional pricing at the start of the year to attract customers making "fresh start" decisions. January and February typically see the most aggressive new-customer offers of the year, particularly from cable providers competing for market share.

Back-to-School Season (July-August)

Providers target families preparing for the school year with promotional plans emphasizing speed for homework, streaming, and gaming. Student-specific deals may also be available, and general new-customer offers tend to be competitive during this period.

Black Friday / Cyber Monday

Internet providers participate in holiday shopping events with installation fee waivers, gift card bonuses, and reduced pricing. While the headline deals aren't always dramatically better, the combination of price cuts and waived fees can make November switches particularly cost-effective.

End of Your Promotional Period

The optimal time to switch (or renegotiate) is the month before your promotional pricing expires. This is when you have maximum leverage: you can tell your current provider "my rate is about to jump to $X, and competitor is offering $Y" while simultaneously shopping new-customer deals from competitors.

Common Mistakes to Avoid

Learn from others' mistakes to make your switch as smooth as possible:

Canceling Old Service Before New Service Is Working

This is the most common and most painful mistake. Never cancel your old service based on a future installation date. Cancel only after you've physically tested the new connection and confirmed it works. The few dollars of overlap cost are trivial compared to being without internet for days waiting for a delayed installation.

Forgetting to Return Equipment

Unreturned equipment charges are one of the most common post-switch surprises. Set a reminder on your phone to return equipment within one week of cancellation. Return in person when possible and always keep proof of return. Providers charge $100-300 per unreturned device, and these charges can be sent to collections if unpaid.

Not Reading the New Contract

Before confirming your new service order, understand: the promotional period length and post-promotion price, whether there's a contract and its early termination fee, data caps and overage charges, equipment rental costs, and installation fees. Ask the sales representative to confirm the total monthly cost including all fees and taxes.

Ignoring Upload Speed

Many people compare only download speeds and discover too late that their new provider's upload speed is inadequate for video calls or remote work. Ask specifically about upload speed, especially if switching from fiber (symmetrical) to cable (asymmetric). Our fiber vs cable guide details these differences.

Not Testing Wi-Fi Before Canceling Old Service

Your new provider's router might have weaker Wi-Fi than your old one, or it might be positioned differently, creating dead zones you didn't have before. Test Wi-Fi throughout your home before canceling old service. If coverage is worse, you have time to add mesh extenders or reposition the router while your old connection serves as backup.

Switching Only on Price Without Considering Reliability

Saving $15/month is worthless if your new provider has frequent outages or speeds that drop dramatically during peak hours. Research reliability reviews in your specific area before switching. A slightly more expensive but rock-solid connection is usually worth the premium, especially for remote workers and anyone relying on telehealth appointments. For seniors considering a switch, our seniors internet guide emphasizes reliability over raw speed.

Post-Switch Optimization

After successfully switching, take these steps to get the most from your new service:

Optimize Router Placement

Position your new router centrally in your home, elevated (on a shelf, not the floor), and away from thick walls, metal objects, microwaves, and other electronics that cause interference. A well-positioned router can improve Wi-Fi speed by 30-50% compared to a poorly positioned one.

Set Up Quality of Service (QoS)

Most modern routers have QoS settings that let you prioritize certain types of traffic. If video calls or gaming are important to you, prioritize that traffic so it gets bandwidth preference over less time-sensitive activities like file downloads or cloud backups. This is especially valuable on connections under 200 Mbps where bandwidth is more constrained.

Monitor Your Speeds Monthly

Run speed tests monthly at consistent times to track whether your new provider delivers on their promises. If speeds consistently fall below 70% of your plan speed, document the tests and contact the provider. If the issue persists, you may have grounds for a rate reduction or grounds to cancel without early termination fees.