Ofcom concluded that, between 2022 and 2024, millions of customer interactions were likely mishandled through unnecessary transfers, excessive waiting times and other practices that delayed or discouraged customers from leaving.

For many households, this news will unfortunately confirm what they have experienced themselves. Switching broadband shouldn’t feel like a battle.

The good news: switching has changed

The broadband industry has moved on, so moving provider is now easier than ever. In fact, if you want to switch away from Virgin Media, you don’t even need to contact them!

Thanks to One Touch Switch, changing broadband provider is designed to be quick and straightforward. If you want to make the move to another provider, such as Grain, simply choose your new package and we do the rest. 

So if you’re leaving Virgin Media to join Grain, you don’t even need to call Virgin to cancel your broadband service. Instead, we manage the switching process for you through the industry-wide One Touch Switch system, helping make the move as seamless as possible. 

There are no lengthy cancellation calls, no negotiating with retention teams and no unnecessary hurdles. Just choose your new package and let your new provider handle the switch. 

Why we believe switching should be easy 

At Grain, we believe customers should stay because they love their broadband – not because it’s difficult to leave. One Touch Switch has given consumers greater freedom to choose the provider that offers the best combination of speed, service and value. 

When you switch to Grain, you’ll benefit from: 

• Dedicated Full Fibre direct to your home 

• Speeds up to 2,000Mbps 

• No in-contract price rises 

• Free standard installation 

• Expert setup included 

• No need to contact your old provider when switching through One Touch Switch 

We think that’s how broadband should work. 

Today’s news also comes during a time when Virgin Media O2’s owners have agreed a deal to acquire Substantial Group, the parent company of Netomnia and retail broadband brand YouFibre (subject to regulatory approval). YouFibre customers may find themselves wondering what that might mean for them. 

While we don’t yet know the answer, we do know that customers deserve genuine choice and the freedom to switch providers without unnecessary barriers. The best broadband providers compete by delivering great service, transparent pricing and reliable connectivity – not by making it difficult for customers to leave. 

If you’re thinking about moving away from Virgin Media, we make switching simple. Check your postcode today and see if Grain’s Full Fibre network is available at your address.