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Broadband or Landline Provider Went Bust
If your broadband or landline provider goes out of business and no other company takes over, your service will stop on a date your provider should tell you. You should not face early termination charges when you sign up with a new provider. You may not be able to keep your phone number.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
What Happens
If It Fails
If no other company takes over, your service will stop on a certain date, which your provider should tell you. You should not face early termination charges when you sign up with a new provider. It might not be possible to keep your current phone number. If another company takes over and you are unhappy, you can switch, but leaving before the minimum term ends could mean early termination charges. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- Before the stop dateSign up with a new providerSo you are not left without service
Steps to Take
Step 1 of 5
Note the date your service will stop.
Step 2 of 5
Choose a new provider and sign up before that date.
Step 3 of 5
Ask whether you can keep your number.
Step 4 of 5
Keep your old bills in case of disputes about money owed.
Step 5 of 5
If you are vulnerable or rely on your landline, tell the new provider.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your New Provider
Sign up before the stop date.
CISAS or the Communications Ombudsman (ADR)
Six weeks after your complaint, or when you receive a deadlock letter. Free for you. Your provider will say which scheme it belongs to.
Good to Know
Small things that make your complaint stronger.
Get your mobile number as a back-up contact in case the landline stops early.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.