By Dr Alex J. Martin-Smith, Head of Editorial
Short answer: what the Priority Services Register gets you is extra support where a household needs it, not automatically cheaper, faster or priority broadband. Before changing broadband, tell the new provider about any communication or access needs and ask exactly what support it can record and provide.
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- A Priority Services Register entry does not automatically transfer when you switch broadband.
- It does not guarantee a particular broadband speed, price or installation date.
- Support can matter most if your household relies on a landline, needs accessible communication, or cannot easily be without service.
- Ask about support before placing an order, rather than after a fault or missed appointment.
A home worker who also helps an older relative may be changing broadband because the contract is ending. They may need clear appointment updates, a way to discuss accessibility needs, and reassurance about what happens to their home phone. The best approach is to separate two questions: which broadband connection is available at the address, and what support the household needs during installation, switching and any later fault.
Does the Priority Services Register give you better broadband?
No. The Priority Services Register is about additional help for people in circumstances that can make a loss of an essential service harder to manage. It is not a broadband deal, a speed guarantee or a route to a particular price.
That distinction prevents an unpleasant surprise at checkout. A provider may be able to record needs relating to communication, bills, appointments or continuity, but the connection options at your address still depend on the local network and the service you choose. Full fibre, cable, part fibre and home broadband delivered over a mobile network are different technologies with different installation and reliability considerations.
For broadband buyers, the useful question is not simply, “Am I on the register?” It is, “What support can you provide for my circumstances, and how will you record it on this order?” Ask for the answer before agreeing to a contract, particularly if a missed visit or loss of a home phone would cause difficulty.
What support might you be able to ask for?
It depends on your needs and the provider’s published arrangements. Start by explaining the practical outcome you need, rather than assuming a label guarantees a specific service. For example, you may need communications in an accessible format, help with an appointment, a nominated contact to speak on your behalf, or extra consideration if a fault interrupts an essential way of staying in touch.
Ofcom requires communications providers to have procedures for treating customers with disabilities fairly and to publish information about those procedures. That makes it reasonable to ask a provider how it supports customers whose circumstances affect communication, billing or use of the service. Source: Ofcom. (2026). General conditions of entitlement.
Do not rely on a verbal reassurance alone. Ask whether the requirement has been added to the order, what will appear in confirmation messages, and who to contact if the installation plan changes. If the answer is unclear, pause before committing.
Why does switching need extra planning?
A switch can be straightforward, but a household with priority needs should allow time to check the details. One Touch Switch went live on 12 September 2024 and is run by TOTSCo. For an eligible residential switch, you contact the new provider, which manages the switching process rather than requiring you to contact the old provider yourself. Source: TOTSCo. (12 September 2024). One Touch Switch launch.
That process reduces the routine admin, but it does not remove the need to explain individual requirements. Tell the new provider if you need appointment information in a particular format or if another person is authorised to discuss the account. Also ask whether your current service will end only after the new one is ready, and what practical steps are needed if new equipment or an engineer visit is involved.
If you are moving home, do not assume the service can simply be carried over. Availability, installation work and connection type can all differ from one address to another.
What happens if you rely on a home phone?
You need to ask how your home phone will work after the broadband change. The old landline network, known as the PSTN, is due to close on 31 January 2027. This means some households will use a phone service that works through their broadband connection instead of the old copper phone network. Source: Ofcom. (2026). Landline network withdrawal information.
For someone who relies on a home phone for regular contact, this is not a box to tick at the end of an order. Explain that reliance at the start and ask how a power cut, equipment change or connection fault could affect calling. If you use any critical connected equipment, ask the relevant supplier how it works with a broadband based phone service before you switch.
The priority is clarity, not choosing a technology by name. Confirm what will be installed, whether an engineer visit is needed, and whether you must keep existing equipment connected until the change is complete.
Which connection type suits a household that needs support?
There is no single best answer. The right option depends on what is available at the address, whether the property needs installation work, how much your household depends on a fixed connection, and the support arrangements you have confirmed.
| Connection type | What to check before ordering | Priority support question |
|---|---|---|
| Full fibre | Whether a visit or new equipment is required | How will appointment changes be communicated? |
| Part fibre | Existing line condition and any home phone change | What happens if the line needs repair? |
| Cable | Whether the address is already connected | Can access needs be recorded before installation? |
| 4G or 5G home broadband | Indoor signal and where equipment will sit | What is the support route if service is unsuitable? |
A postcode check is still essential because availability is address specific. Do not select a connection solely because it sounds newer or because a neighbour has it. Check the installation process and contract terms alongside the technology.
Can a renter ask for Priority Services Register support?
Yes, being a renter should not stop you explaining your needs to a broadband provider. The separate issue is permission for any work in the property. If a new cable, external box or engineer visit is needed, check your tenancy agreement and speak to the landlord or managing agent where permission is required.
This is worth doing early. A delayed permission request can disrupt an installation date, which is especially unhelpful where someone depends on reliable contact at home. Ask the provider what work is proposed before you seek permission, and keep any agreement in writing.
If you need a short term arrangement while a move or installation is being sorted, focus on the connection options available at that address and whether the contract length fits your situation. Do not assume priority support changes the underlying contract term.
What should you do next?
- Write down what would make a switch difficult for your household, such as inaccessible messages, an essential home phone or trouble attending appointments.
- Contact the prospective provider before ordering and ask what support it can record, how it will confirm that support, and what happens if installation or service is delayed.
- Check your postcode and address to see the broadband connections actually available to you.
Frequently asked questions
Does the Priority Services Register reduce my broadband bill?
Not automatically. The register is about support for eligible households, not a guaranteed broadband discount. If cost is the main concern, assess the total contract cost, any stated future price changes and the connection options available at your address separately from priority support.
Will my Priority Services Register details move to a new broadband provider?
Do not assume they will. Tell the new provider about your needs during the order process and ask it to confirm what has been recorded. This is particularly important if another person is authorised to discuss the account or you need communications in a specific format.
Can I switch broadband if I need extra support?
Yes, but plan the order carefully. One Touch Switch means the new provider manages an eligible residential switch, yet you should still explain any requirements around appointments, communication and your home phone before the order is finalised.
Does priority support mean repairs happen first?
Do not presume that it does. Ask the provider exactly how it handles faults where a customer has recorded support needs, including how it will keep you informed and what practical steps are available if you cannot manage without a connection.
What if I am worried about losing my landline?
Ask how your phone service will work after the broadband change and whether it depends on broadband equipment. The old PSTN is due to close on 31 January 2027, so it is sensible to resolve this before changing services rather than discovering the difference after installation.
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A careful conversation before you order can turn priority support from a vague promise into a clear plan for your household.