The short answer
If your broadband provider goes into administration, your service doesn't simply switch off that day. In the two recent retail cases we've checked, Lightning Fibre in 2024 and Airband in 2026, the business or its customers were sold and customers were told their broadband would carry on. But that isn't guaranteed, and there's no firm, tested safety net.
So be calm but organised: keep paying for the service you use, save your account details now, find out which network your line runs on, and know how to move. Money the company owes you, such as a credit balance, is the part most at risk.
Administration, liquidation or a brand closing: what the words mean
News reports use "gone bust" for several different things. The first two definitions below are from the Insolvency Service's guidance on GOV.UK.
What's happened | What it means | What it can mean for you |
|---|---|---|
Administration | The directors hand the company to an insolvency practitioner, called the administrator. While the administrator is in charge, creditors can't take legal action to recover debts or start winding the company up without the court's permission. | The administrator's proposals can aim to rescue the company or sell the business as a going concern (as a working business). Creditors decide whether to accept them, and the company can still be wound up later. |
Liquidation | The legal end of a limited company. It stops trading; a liquidator ends or transfers its contracts, sells its assets and pays creditors, and the company is then struck off. | Your contract is either ended or passed to another company. |
A brand closing | A business decision rather than an insolvency: a provider stops selling under a name and moves its customers elsewhere, or tells them to move. | You may be moved to another provider or told to switch yourself. |
A BestBroadbandDeals history of closed providers (August 2025) lists, for example, Eclipse Internet's home service closing in 2018 with customers advised to switch, and SSE Broadband customers moving to TalkTalk in 2023.
How to check what's actually happening
Before acting on a headline or an unexpected email, check at source:
- Companies House. Search the company name on Companies House. GOV.UK says you can get some details about a company for free, including insolvency information and current and resigned officers, and the Insolvency Service says it shows which insolvency practitioner is dealing with a company in administration or liquidation; Citizens Advice notes the information can take a few weeks to appear.
- The provider's own website. Citizens Advice says the administrators' names will usually be on the website of the company that's gone bust. Go to the site yourself rather than using links sent to you.
- Check the exact company name. A brand and the company behind your contract can differ. The legal template for the contract summary you get before signing up requires the provider's name, address and contact details at the top, so that's the place to look (see our guide to the broadband contract summary). In the Airband case, the company that went into administration, Airband Community Internet Limited, had already sold its customer base and brand to Voneus.
Will my broadband keep working?
Possibly, but it depends on a buyer being found. In each case below the business, or its customers, ended up with a new owner, though the route differed:
- Lightning Fibre (February 2024). ISPreview reported that the fibre broadband provider went into administration on 19 February 2024 and its business and assets moved the same day to a new company, LF Holdco 2 Ltd, which kept trading. Customers were told they didn't need to do anything, their price and service were unchanged and their Direct Debits would move across automatically.
- Airband (late August 2026). Here the sale came first. Voneus bought Airband's customers and operating assets after a sale process (ISPreview's tracker dates the deal 28 August 2026), and the old company entered administration as part of the transaction. Airband's customer announcement, dated 1 September 2026, told customers their broadband would continue as normal and to keep paying as usual.
- People's Fibre (December 2021). This one appears in ISPreview's tracker of deals among infrastructure-focused altnets (independent networks that build their own fibre), which leaves out retail-only providers. The tracker records that Swish Fibre bought it for £2.8m on 29 December 2021; People's Fibre had built to 5,293 premises but had connected only 150 when its administration began.
- Origin Broadband (2021). ISPreview reported that notices of intention to appoint an administrator were filed in the High Court on 23 August and 7 September 2021. The BestBroadbandDeals history says TalkTalk acquired Origin in 2021; as of August 2025 it said no new deals were sold under the Origin name and listed the brand as in the process of closing. We haven't seen a source saying Origin actually entered administration.
These are past examples, not a promise: none of the sources we've read say what happens to customers when no buyer is found.
Is there a supplier of last resort for broadband?
Not one you can rely on. In 2021 ISPreview wrote that Ofcom had a "supplier of last resort" process for an ISP collapse. But on 1 October 2026, when TalkTalk's future was uncertain, ISPreview said the OTA had previously sketched out only a limited process to protect customers in a big failure, and called it "largely untested at this scale and not enforced".
The OTA isn't Ofcom. ISPreview's link for that process goes to the website of the Office of the Telecommunications Adjudicator, which Ofcom's number portability page describes as an independent organisation tasked by Ofcom to oversee co-operation between communications providers. We couldn't read the process document itself, because the site blocks automated access, so we can't tell you what it promises.
Don't count on it: do the steps below while your service is still running.
Does it matter whether the provider or the network fails?
Yes. Your broadband involves two kinds of company, and they're often not the same:
- The provider (sometimes called the ISP, internet service provider) is the company you pay, which handles your account, billing and support.
- The network is the company whose cables reach your home: Openreach, Virgin Media, or one of the independent full-fibre networks known as altnets, such as CityFibre.
If it's your provider in trouble, other providers may sell over the same network: Openreach, for example, publishes a list of the providers on its network. On Openreach full fibre, Openreach says the fibre box on your wall (the ONT, optical network terminal) belongs to Openreach, not to your provider, and that when you switch, your new provider uses the same ONT and fibre connection, which avoids repeat engineer visits.
If it's the network company in trouble, as with People's Fibre, the question is which other networks reach your street. We haven't found a source setting out what happens to customers of a network that fails with no buyer, so check what's available at your address early rather than waiting. Our guide to altnets and how independent fibre networks work explains who you actually buy from, and how to find out which network your broadband is on shows the clues to look for, from your router to the box on the wall.
Bills, Direct Debits and money you're owed
Money flows both ways when a provider fails, and only one direction is really at risk. Money you owe for service you've had is still owed: the Insolvency Service says the official receiver or the insolvency practitioner will contact you about it. Money the company owes you, such as a credit balance or a month paid in advance that you don't then receive, is the part to act on.
Keep paying for the service you use
The Insolvency Service says that if a company goes bust while you owe it money, you still have to pay it. Cancelling your Direct Debit in a panic doesn't change that. In the Airband sale customers were specifically asked not to cancel or change theirs, and when Lightning Fibre was sold, Direct Debits moved to the new company automatically.
If you do fall behind, the normal rules on unpaid bills still apply: Ofcom's General Conditions say any steps a provider takes to get payment or disconnect you must be proportionate, and it must warn you before interrupting or disconnecting your service. See switching broadband if you owe money.
If you have a credit balance or have paid in advance
A credit balance, an overpayment or a service you've paid for in advance is money the company owes you, and it's the part most at risk. If no buyer takes on your account and honours it, you become an unsecured creditor, someone owed money with no claim on particular assets.
The Insolvency Service says that if a company in formal insolvency doesn't have many or any assets, you won't get your money back, and you'll only get some back if there's enough to cover the costs of the insolvency and then the secured creditors. Citizens Advice says other people, like banks, get paid first, so you might not get any money back.
We haven't found a source that says whether buyers of a failed provider generally honour existing credit balances, so don't assume it either way. Screenshot your balance now, and ask the administrator or any new owner in writing what will happen to it (Citizens Advice suggests explaining your situation to new owners).
Paid by card? Try your card company first
If you paid for something you haven't received, your card company may be the quickest way to get money back. The Insolvency Service says that if your card company refunds you in full, you're no longer a creditor and can't claim the same money again through the insolvency.
- Section 75 of the Consumer Credit Act can help when you paid by credit card, or through a buy now, pay later agreement, and the item or service cost more than £100. Citizens Advice notes it doesn't cover debit cards. Buy now, pay later is covered only for purchases made on or after 15 July 2026; for earlier ones, Citizens Advice says to try chargeback on the card you used to pay the buy now, pay later account.
- Chargeback means asking your bank to reverse a card payment. You can ask for it on debit card payments, and on credit card payments where section 75 doesn't apply, but it isn't guaranteed, and Citizens Advice warns many bank staff don't know the scheme.
Registering as a creditor
If you paid another way, or the card route doesn't work, you'll need to be added to the list of creditors. Citizens Advice says you should always register a claim as a creditor using the form on GOV.UK, filling in what you're owed and sending it to the administrator dealing with the company's debts. Include your account number and evidence of the amount. If you haven't been contacted, the Insolvency Service says to contact the insolvency practitioner handling the administration.
Keeping your phone number
If you have a landline number with the provider, protect it early. Keeping your number when you change provider (porting) is a regulated right, set out in Ofcom's General Conditions B3 and C7.
Condition C7.6 says providers must offer porting on reasonable terms, with no direct charges to the switching customer, and for at least one month after you end your contract unless you expressly agree otherwise when ending it. Ofcom's own switching page says you can ask to keep your number for free even if you've already cancelled, as long as you ask within a month. Some providers' terms still list a porting fee (Truespeed's do, for example), so ask the new provider before you order and, if you're asked to pay, ask it to explain the charge against C7.6; our landline number guide below covers porting charges and that rule in more detail.
If a switch fails, the old provider must also reactivate your number and service until the port succeeds.
We haven't found a source on what happens to a number if the company holding it closes with no buyer, which is the strongest reason to move a number you rely on while the provider is still trading. Our guide to keeping your landline number when you switch goes through porting step by step.
How to move to a new provider quickly
You don't have to leave just because your provider is in administration. If you decide to go:
- Find your contract end date and any exit fee. Administration doesn't, by itself, appear to give you a free exit: in the TalkTalk case, BT's FAQs say the existing contract stays in place. If the new owner later changes your terms in a way that isn't solely to your benefit, Ofcom's rules let you leave without an early termination charge within one month of being told, unless the change is purely administrative or imposed by law (see contract changes and your right to leave).
- Check which network you're on, as described above: it tells you what moving would involve.
- Compare what's available at your address. Compare broadband deals at your postcode or fibre broadband deals, and see the UK broadband providers guide for who's who.
- Contact only the new provider. Under Ofcom's One Touch Switch process, the new provider arranges the switch, and your current provider must send you the switching information, including any early termination charges. The switch date you agree can be as soon as the next day, though it can take longer; the new provider tells you whether an engineer visit is needed. Any loss of service during the switch should last no more than one working day where technically possible. You can't be charged notice beyond the switch date.
- Ask for your number to be moved. Tell the new provider you want to keep it when you order.
- Keep paying the old provider until the new service is live. The old provider must keep supplying on the same terms until the switch completes, then end the contract automatically. Check your final bill.
Not every network takes part in One Touch Switch: Connect Fibre, for example, says it isn't part of the programme, so you cancel your old provider yourself once the new service is up and running. Ask the new provider which applies.
If the switch stalls
Citizens Advice says that if a switch is taking too long, you should chase the new provider, and if the old one keeps charging you after the switch, complain to both through their complaints procedures. Keep a written record of every contact. If a complaint first raised on or after 8 April 2026 isn't resolved within six weeks, you can take it to the provider's free ADR (alternative dispute resolution) scheme; if the provider sends a deadlock letter saying it can't resolve it, you can go straight away. Our guide to fixing a broadband switch that's gone wrong covers delays, losing service and double billing.
Watch out for scams when a provider is in the news
Be wary of any message saying your service will stop unless you act now, or asking for payment to keep your number. In its TalkTalk customer FAQs, BT says neither BT nor TalkTalk will ever ask for your passwords or bank details, and that if you're unsure about a message you should use TalkTalk's official channels.
Don't use links or numbers from an unexpected message: use the provider's website or the number on a bill you already have. See our guide to spotting broadband scam calls and emails for the warning signs.
If you're a TalkTalk customer (checked October 2026)
TalkTalk went into administration, and BT bought its consumer business and its wholesale business, PXC, out of administration on 5 October 2026. The government issued a public interest intervention notice, and the Competition and Markets Authority (CMA) is reviewing the deal: its case page sets 19 October 2026 as the deadline for its report.
Until then, BT and TalkTalk are run separately and nothing changes for TalkTalk customers. BT's customer FAQs, re-read on 14 October 2026, say there's no change to your price, contract or billing, your existing contract remains in place, your phone number and equipment stay the same, no downtime is planned, and you'll be contacted directly if you ever need to act.
So there's no need to rush. If you want to leave anyway, our guide on how to cancel TalkTalk broadband covers fees and equipment returns, and you can compare TalkTalk broadband deals with others at your address. This is moving, so check for later news after the CMA reports.
Your checklist if your provider is in trouble
Do these now, while your account and website login still work:
- Save your recent bills, contract summary and account page (including any credit balance), and note your account number, landline number and contract end date.
- Keep paying, and leave the Direct Debit alone unless the administrator or new owner tells you otherwise through official channels.
- Find the administrator's details on Companies House or the provider's own website.
- Owed money for something you haven't had? Try your card company first (section 75 or chargeback), then register as a creditor.
- If your service stops, order from a new provider straight away and ask it to move your number before the one-month porting window after your contract ends runs out.
When you're ready to move, you can compare broadband deals at your postcode. We compare deals through a partner's tool and don't switch you ourselves: you order with the provider you choose.
Broadband provider going bust FAQs
Will my broadband be cut off if my provider goes into administration?
Not automatically. Administration is a process for rescuing a company or selling its business, and the company can keep trading. When Lightning Fibre went into administration in February 2024 its business moved the same day to a new company and customers were told nothing would change. But there's no guaranteed broadband safety net, so keep your account details and know how to switch.
Do I still have to pay my bill if my broadband provider goes bust?
Yes. The Insolvency Service says that if a company goes bust while you owe it money, you still have to pay it. Keep paying for the service you're using, and don't cancel your Direct Debit unless the administrator or new owner tells you to through official channels.
Can I get my credit balance back if my broadband provider goes bust?
Possibly, but it's not guaranteed. If you paid by credit card for a service costing more than £100 that you haven't received, try a section 75 claim; for debit card payments, ask your bank about chargeback. Otherwise register as a creditor using the GOV.UK form. Citizens Advice warns that others, like banks, are paid first, so you might not get any money back.
Can I keep my landline number if my provider collapses?
You have a regulated right to keep your number when you switch. Ofcom's rules say you shouldn't face a direct charge for porting, and porting must stay available for at least one month after you end your contract unless you agree otherwise. We haven't found a source on what happens if the company closes with no buyer, so if your number matters, move it while the provider is still trading.
How quickly can I switch away from a provider in administration?
Under One Touch Switch you contact only the new provider; your current provider must send you the switching information, including any early termination charges. The switch date can be as soon as the next day, though it can take longer, and any loss of service should last no more than one working day where technically possible. Not every network takes part (Connect Fibre says it doesn't), so ask first.
Can I leave without an exit fee because my provider is in administration?
We haven't found a source saying administration on its own lets you leave free. In the TalkTalk case, BT's FAQs say the existing contract remains in place. If the new owner later changes your terms in a way that isn't solely to your benefit, you can usually leave without an early termination charge, but you must act within one month of being told about the change.
