Switching IT support provider is a job many businesses put off for years, usually out of a fear that the changeover will be painful. In reality, when it is handled properly, moving to a new IT support provider should be almost invisible to your team, with no downtime and no lost data. This guide explains how a good handover works, what can go wrong when it is done badly, how to time the switch around your existing contract, and how to switch IT support provider without disrupting your business.
Why businesses put off switching their IT provider
Most businesses stay with an underperforming IT provider far longer than they should. The reason is rarely that the support is good, it is that switching feels risky. There is a worry that systems will break during the move, that data will be lost, or that the team will be left without support while everything transfers across. Some providers quietly rely on that inertia rather than earning your loyalty. The good news is that these fears are almost always unfounded when you choose a provider who runs a proper onboarding process.
Does switching IT support cause downtime?
No, switching IT support does not cause downtime when it is done well. A competent new provider prepares everything in the background before anything changes for your staff, then times the cut-over to avoid disruption, so your team keeps working and your data stays in place.
Behind the scenes, the new provider documents your systems, deploys their monitoring and security, and coordinates the handover, often over a weekend or overnight. Downtime only tends to happen when a provider rushes the move or skips the groundwork, which is why the onboarding process matters more than almost anything else.
What can go wrong if a switch is handled badly
Most of the horror stories people worry about come from switches that were rushed or under-planned, not from switching itself. The most common problems are:
Data or email loss when accounts are moved before backups are confirmed
Downtime caused by misconfigured email, DNS or domain records during the cut-over
Software licences or Microsoft 365 subscriptions not transferred cleanly, leaving staff locked out
Losing administrator access because the outgoing provider held the keys and was not asked to hand them over
A support gap where the old provider has stepped back but the new one is not yet fully set up
Security holes left open, such as old admin accounts and remote access that are never disabled
A good provider plans around every one of these before touching anything live. When you are comparing providers, ask them exactly how they avoid each one, the answer tells you a lot about how they work.
How a good IT provider onboards you, step by step
A well-run switch follows a clear, low-risk process:
Review and audit. The new provider assesses your systems, security, licences and documentation.
Plan. They agree a clear handover plan and timeline with you, and liaise with your outgoing provider.
Document and secure. They take over documentation, deploy monitoring, and put their security in place.
Transfer support. The helpdesk, accounts and access move across, usually with no downtime.
Support and improve. They run your IT day to day and start fixing the things the last provider left.
Throughout, a good provider keeps you informed and makes sure nothing falls between the two of you.
Timing your switch around your contract notice period
Before you switch, check your current agreement for its notice period and any exit terms, as this usually dictates the timeline. Most IT support contracts require between 30 and 90 days notice, and some renew automatically if you miss the window, so it is worth checking early. The smoothest approach is to line up your new provider so their onboarding overlaps the end of your notice period, rather than leaving a gap between the two. That way documentation and access can be transferred while your outgoing provider is still contactable, and support never lapses. A good new provider will happily work around your notice period and help you time the changeover.
How to know it is time to switch
If you are reading this, you probably already sense that your current support is not good enough. Slow response times, the same problems recurring, poor communication, weak security, or a provider that only ever reacts rather than prevents are all common signs. We have written a fuller guide on the 10 signs it is time to change your IT support provider if you want to sense-check it. If several of those ring true, switching is usually well overdue.
What to look for in a new IT support provider
Proactive, managed support rather than reactive break-fix
To switch IT support provider without disruption, follow these steps:
Check your current contract for its notice period and exit terms.
Choose your new provider and agree a start date that fits your notice period.
Let the new provider manage the handover, including liaising with your outgoing one.
Give them access and documentation so they can document and secure your systems.
Confirm the cut-over is complete and support has fully transferred.
You do not need to project-manage this yourself. If you would like to see how straightforward it can be, book a free IT review or get a quote and we will map out exactly how a switch would work for you, with no obligation.
Frequently asked questions
Does switching IT support provider cause downtime?
No. When it is handled properly, switching IT support provider causes no downtime. A good provider prepares everything in the background and times the cut-over to avoid disruption, so your team keeps working and your email, files and systems stay exactly where they are.
How long does it take to change IT support provider?
For most small and medium businesses, changing IT support provider takes a few days to a couple of weeks, depending on the size and complexity of your systems. The disruptive part, if there is any, is usually a single planned cut-over rather than an ongoing project.
Will I lose any data or emails when I switch?
No, you should not lose any data or emails. Your email, files and systems stay in place, and the new provider takes over managing and securing them rather than moving them. A proper handover confirms your backups before anything changes.
How much notice do I need to give my current IT provider?
Most IT support contracts require between 30 and 90 days notice, and some renew automatically if you miss the window. Check your agreement early for the exact notice period and any exit terms, then time your new provider to start as that period ends.
Do I have to deal with my old provider myself?
No. A capable new provider manages the handover for you, including liaising with your outgoing provider to collect documentation, passwords and administrator access. Your involvement is usually limited to approving the plan and granting permission.
What if my current provider will not co-operate?
You can still switch. A good new provider is used to outgoing providers being slow or unhelpful, and can rebuild documentation, reset administrator access and secure your systems independently if needed. It may take a little longer, but it is entirely doable.
How do I choose the right IT support provider?
Look for proactive managed support, fast guaranteed response times, strong cyber security, clear all-inclusive pricing and a structured onboarding process. A short review of your setup is the best way to compare providers properly.
The Cyber Essentials cost is lower than most business owners expect. Certification starts at £320 plus VAT, and it comes with £25,000 of cyber liability insurance included. The harder question is not what it costs, but whether you actually need it, and what you will have to fix before you pass.
Here is the honest answer to both. For the full picture of what the scheme involves and how certification works, read our complete guide to Cyber Essentials.
Cyber Essentials cost: the 2026 prices
Cyber Essentials is a UK government backed scheme, run by IASME on behalf of the National Cyber Security Centre. The certification fee is set centrally and tiered by the size of your organisation.
Organisation size
Employees
Cost (excluding VAT)
Micro
0 to 9
£320
Small
10 to 49
£440
Medium
50 to 249
£500
Large
250 or more
£600
That fee covers the assessment, the certificate and your listing on the public register. IASME reviews its pricing periodically, so check the current rate before you budget.
What about Cyber Essentials Plus?
Cyber Essentials Plus is the audited version. Rather than reviewing your answers, an assessor tests your systems directly with vulnerability scans and hands on checks of a sample of your devices.
It is priced individually rather than centrally, because the work depends on the size of your setup. Most SMEs pay between £1,500 and £3,000 plus VAT, on top of the basic certification, which you must hold first.
What ATS charges
Most providers will not publish this, so here are our numbers. Supported Cyber Essentials certification is £510 plus VAT for businesses with up to 9 employees, and Cyber Essentials Plus is £1,550 plus VAT, which sits at the bottom of the market range above. Larger businesses are quoted individually. Everything included is set out on our Cyber Essentials certification page.
The gap between the £320 certification fee and our £510 is the work that gets you through first time: a readiness review of your actual environment, fixing the gaps the assessment would catch, completing the questionnaire accurately and handling the submission. Certification is completed through our independent certification partner, so your assessment is marked by an external assessor rather than by the company that set your systems up.
If your IT is already tightly managed and someone in the business knows the scheme well, going direct to a certification body is a perfectly reasonable choice. Most small businesses without an IT partner are not in that position.
The cost nobody mentions
The certification fee is rarely the whole bill. The real cost is fixing whatever you fail on.
If your systems are already in good order, the fee is genuinely all you pay. If they are not, you may need to budget for:
Replacing unsupported software or hardware. This is the big one. Anything out of support fails unless it is removed or isolated from the internet in a separate sub-set
Turning on multi factor authentication across your accounts
Proper endpoint protection on every device
Patching brought up to date and kept there
Firewall and configuration changes
A business that has been well looked after tends to sail through. A business that has been neglected finds out, in detail, exactly how neglected it was. That is uncomfortable, but it is also the point of the exercise.
What you get for the money
Beyond the certificate itself, the scheme includes something most people miss.
£25,000 of cyber liability insurance, included at no extra cost, for UK organisations with turnover under £20 million that certify their whole business. That includes 24/7 incident response with technical, legal and crisis management support. For many small businesses, the insurance alone is worth more than the fee. For what a fuller cyber policy covers, its common exclusions and the IT questions insurers ask, see do you need cyber insurance?
You also get the certificate, the NCSC badge for your website and tender documents, and a listing on the public register that clients and prospects can check.
Do you actually need Cyber Essentials?
Honestly, not every business does. Here is when it stops being optional.
You need it if you bid for public sector work. Most central government contracts require it, and it is mandatory for anything involving sensitive information.
You need it if you supply larger companies. Supply chain requirements are tightening fast. More and more large firms now ask their suppliers to prove certification, and they check the register. Defence supply chain contracts frequently require Cyber Essentials Plus specifically.
You should strongly consider it if you hold sensitive client data. Veterinary practices, solicitors, accountants, healthcare and financial services all sit here. A breach is not just embarrassing, it is a regulatory problem.
It is worth it for most SMEs regardless, because the five controls it enforces are the ones that stop the overwhelming majority of attacks. Most cyber attacks are not sophisticated. They are the digital equivalent of walking down a street trying every door handle.
You probably do not need Cyber Essentials Plus unless a client or contract specifically demands it. Do not pay for the audited version out of vanity.
The five controls you will be assessed on
Cyber Essentials tests five things. Nothing exotic, just the basics done properly.
Firewalls. Controlling what can reach your network from outside
Secure configuration. No default passwords, no unnecessary services running
User access control. People have the access they need and nothing more, with admin rights tightly held
Malware protection. Every device protected, properly
Security update management. Everything patched, and nothing running past its support date
If your systems are in order, certification can be completed in days. The self assessment is a questionnaire, signed off by a board member and marked by an assessor.
If they are not, the timeline depends entirely on the remediation work. Replacing an unsupported server is a project, not an afternoon.
Realistically, budget four to six weeks from starting to holding the certificate, and start earlier if you have a tender deadline. The certificate is valid for 12 months and must then be renewed.
How to pass first time
The single biggest cause of failure is submitting blind and discovering problems you could have found first.
Do a gap analysis before you submit. Find out what you would fail on while it still costs nothing to fix. Our free IT and cyber benchmark is a quick way to start
Deal with unsupported software immediately. It is the most common automatic fail and the slowest to fix
Turn on multi factor authentication everywhere. Cheap, fast, and it closes the door on the most common attack of all
Scope it sensibly. Certify the whole organisation if you want the free insurance, but understand what is in scope before you answer
Use the free readiness tool. IASME and the NCSC publish one at no cost. Work through it before you spend a penny
Frequently asked questions
How much does Cyber Essentials cost?
Cyber Essentials costs £320 plus VAT for organisations with 0 to 9 employees, £440 for 10 to 49 employees, £500 for 50 to 249, and £600 for 250 or more. The fee is set by IASME and includes the assessment, certificate and £25,000 of cyber liability insurance for eligible UK businesses.
How much does Cyber Essentials Plus cost?
Cyber Essentials Plus is quoted individually because it involves a hands on technical audit. Most UK SMEs pay between £1,500 and £3,000 plus VAT, in addition to the basic Cyber Essentials fee, which must be held first.
Is Cyber Essentials worth it for a small business?
For most small businesses, yes. The five controls it enforces prevent the majority of common cyber attacks, the certificate opens doors with larger clients and public sector buyers, and the included cyber liability insurance is often worth more than the fee itself.
How long is Cyber Essentials valid for?
Twelve months from the date of issue. It must then be renewed, and renewal is assessed against whichever question set is current at the time, so standards do move.
What is the difference between Cyber Essentials and Cyber Essentials Plus?
Cyber Essentials is a verified self assessment. You answer a questionnaire, a board member signs it off, and an assessor marks it. Cyber Essentials Plus adds an independent technical audit, where an assessor scans your network and tests a sample of your devices to confirm the controls genuinely work in practice.
Can I do Cyber Essentials myself?
Yes. The questionnaire is written for business owners rather than IT specialists, and the NCSC publishes free guidance. Most businesses find it far quicker with help, though, particularly if the assessment uncovers problems that need fixing before you can pass.
What happens if I fail Cyber Essentials?
For the basic certification you get feedback on what fell short and an opportunity to correct it and resubmit within a short window. Cyber Essentials Plus is less forgiving, which is why preparation matters far more at that level.
We are Cyber Essentials certified, and we get our clients certified too
We hold Cyber Essentials ourselves, so we have been through exactly what you are about to go through. We know where businesses trip up and we know what the assessors look for.
If you want to know where you stand before you spend anything, take our free cyber security audit. We will tell you honestly what you would pass on, what you would fail on, and what it would take to fix. No obligation and no hard sell.
Most businesses wait far too long to change their IT support provider. Not because they are happy, but because switching sounds like a hassle, and the devil you know feels safer than the devil you do not.
That instinct is usually wrong. Poor IT support does not stay the same. It quietly gets worse, and the cost of putting up with it compounds.
Here are the signs it is time to move, and what a good provider should look like instead.
1. You only hear from them when something breaks
This is the biggest one. If your IT company only appears when you raise a problem, they are not managing your IT. They are reacting to it.
A proper managed IT service monitors your systems around the clock and fixes most issues before you know they exist. Failing hard drives, backups that have quietly stopped running, machines missing security updates. All of it should be caught in the background. If every problem you have is one you found yourself, you are paying for a service you are not receiving.
2. Nobody knows your business
You explain your setup from scratch every time you call. You speak to a different person each time. Nobody knows which server matters, which member of staff is travelling, or why the Tuesday morning report is critical.
Good support is not just technical. It is knowing the business well enough to prioritise correctly.
3. Response times are vague, or promised but not delivered
“We will look at it as soon as we can” is not a response time. If there is no guaranteed timeframe in your contract, there is no commitment.
Worse is a provider who promised a response time and quietly stopped meeting it. If nobody is measuring, nobody is accountable.
4. The same problems keep coming back
A printer that fails every month. A machine that needs rebooting every week. An email issue that gets patched and then returns.
Recurring problems mean symptoms are being treated, not causes. A good provider fixes it properly the first time and tells you when the real answer is replacing something rather than nursing it along.
5. Your staff have stopped raising issues
This is the most expensive sign, and the hardest to spot, because it looks like everything is fine.
When support is slow, unfriendly or billed by the hour, people simply stop asking. They struggle on with the slow laptop. They work around the broken process. They lose an hour a week each and nobody ever logs a ticket. The support bill looks healthy while productivity quietly bleeds away.
If your team rolls their eyes at the mention of IT, that is your answer.
6. You are not sure your backups actually work
Ask your provider a simple question: when did you last test that our backup restores?
Having a backup and having a backup that works are different things. Plenty of businesses discover, at the worst possible moment, that the backup has been silently failing for months. Proper backup and disaster recovery is tested regularly, and you should be told the result.
7. Nobody has mentioned security in a year
Cyber threats aimed at small businesses have grown sharply, and the tools to defend against them have moved on. If your provider has not talked to you about multi factor authentication, staff training, email security or Cyber Essentials, they are not thinking about your risk.
Silence on security is not a sign that you are safe. It is a sign that nobody is looking. If you are unsure where you stand, a free cyber security audit will tell you.
8. Every invoice is a surprise
You do not know what next month will cost. Small jobs appear as line items you did not expect. You feel a flicker of anxiety before opening the bill.
IT should be a predictable monthly cost you can budget for, not a series of unwelcome surprises. Our guide to how much IT support costs sets out what you should expect to pay and what should be included.
9. They cannot tell you what you have
Ask for an inventory of your devices, your licences, your warranties and your network setup. A good provider produces it within a day, because they maintain it as a matter of course.
If nobody can tell you what you own or how it is configured, nobody is really in control of your IT, and a serious incident will be far harder to recover from.
10. They never suggest anything
You have never had a conversation about where your IT is heading. Nobody has flagged the ageing server, suggested a better way of working, or planned ahead with you.
A provider should bring you ideas, not just fix what you report. If they are purely reactive, you are the one doing the thinking, and you already have a business to run.
Proactive monitoring around the clock, so most problems never reach you
A guaranteed response time, written into the contract
Unlimited support, so nobody hesitates to ask for help
Backups tested regularly, with the results reported to you
An active security conversation, not silence
A predictable monthly cost with no surprises
A named team who know your business
Regular reviews where they tell you what is coming, not just what broke
But is switching not a nightmare?
This is the fear that keeps businesses stuck, and it is largely unfounded. A competent handover is designed to be invisible to your staff. We have written more about how switching IT provider works in practice.
Here is how it should work:
Audit. Your new provider documents everything you have: devices, licences, servers, network, backups and accounts.
Plan. They agree a switchover date with you and identify anything that needs fixing first.
Deploy. Monitoring, security and support tools are rolled out quietly in the background, usually with no disruption at all.
Handover. Access is transferred from your old provider. A good new provider handles that conversation so you do not have to.
Go live. Your team gets one email telling them who to call. That is usually the only change they notice.
Most businesses are fully switched within two to four weeks, without downtime. The disruption you are imagining is almost always smaller than the disruption you are already living with.
Frequently asked questions
How do I know if my IT support is bad?
The clearest test is whether your provider is proactive or reactive. If they only contact you when you raise a problem, if the same issues keep recurring, if backups are never tested and security is never discussed, the service is falling short regardless of how pleasant the people are. For a quick, objective read, our free IT and cyber benchmark scores your setup in a few minutes.
How difficult is it to change IT support provider?
Less difficult than most people expect. A proper handover takes two to four weeks and should cause no downtime. Your new provider audits your systems, deploys their tools in the background, handles the transfer of access from the outgoing provider, and switches you over. For most staff, the only change is who they contact.
Am I tied into a contract with my current IT provider?
Many IT contracts run on rolling monthly or annual terms with a notice period, commonly 30 to 90 days. Check your agreement for the notice clause. A new provider can usually begin the audit and preparation during your notice period, so no time is wasted.
Will my current provider make the handover difficult?
Occasionally, but rarely. Most behave professionally. Where they do not, a good incoming provider knows how to work around it and will manage that conversation on your behalf rather than leaving you in the middle of it.
When is the right time to change IT support provider?
Sooner than most businesses do. If several of the signs above sound familiar, the cost of staying is already higher than the cost of moving, and it grows every month. There is no advantage to waiting for a serious incident to force the decision.
Thinking about a change?
We have supported businesses across Chichester, Worthing, Arundel and West Sussex since 2015. We are Cyber Essentials certified and a Microsoft Partner, and we look after architects, engineers, hotels, veterinary practices and property firms across the region.
If any of the above sounds like your current setup, book a free IT review. We will look at what you have, tell you honestly what is wrong with it, and you can decide what to do next. No obligation and no hard sell.
The short answer: The Big Switch Off is the closure of the UK’s analogue phone network (the PSTN), and 31 January 2027 is the last date to place migration orders. Openreach says there is “no extension to the deadline”. Lines still on the old network after that face a temporary, emergency-only voice service at best, and ISDN and multi-line business phone systems are not covered by it at all. Businesses need to move their phones to VoIP, their broadband to SoGEA or full fibre, and check every alarm, lift line, card machine and door entry panel that uses a phone line.
Last updated: 30 September 2026. Checked against Openreach’s announcements of 31 July 2026 and 12 November 2025, Openreach’s September 2026 briefing to providers (as reported by ISPreview), and Ofcom and gov.uk guidance on that date.
The Big Switch Off is the permanent retirement of the Public Switched Telephone Network (PSTN), the copper phone network that has carried UK landline calls for over a century. Openreach, which runs the network, is replacing it with digital lines that carry calls over broadband.
Anything that uses a traditional phone line is affected. That includes analogue phone lines and ISDN phone systems, and also equipment people forget is on a line: alarms, lift emergency phones, card terminals, door entry, fax and some CCTV. Openreach’s own advice to businesses is to “understand how the switchover impacts your business phone lines and any analogue-connected equipment such as CCTV, alarms, payment terminals or lift systems” (Openreach).
The numbers are falling but are still large. Openreach said on 5 February 2026 that around 2.8 million lines needed to move, more than half a million of them at business premises, including over 12,000 lift lines. By its 31 July 2026 update that was around 1.5 million lines, including about 350,000 business premises, and Openreach’s September briefing put the total at around 1.2 million.
Key dates for businesses
The dates that matter most now are 31 January 2027, the last day to place migration orders, and 31 March 2027, after which orders due to complete later are cancelled.
Date
What happens
5 September 2023
National stop sell: no new analogue (WLR) lines or ISDN can be ordered.
1 April 2026
Wholesale price of a basic analogue line rises by 20%.
1 July 2026
A further rise of 40% of the original price.
1 October 2026
A final rise of 40% of the original price, doubling it.
31 January 2027
Last date for migration orders and provider-requested ceases.
From 1 February 2027
New, higher wholesale prices and terms apply. Openreach begins moving phone-only lines (no broadband) to its emergency voice service.
31 March 2027
Migration orders with completion dates after this are cancelled.
From mid-April 2027
Openreach expects to move lines that also carry broadband and, where technically possible, keep the broadband working as a short-term measure.
Sources: Openreach (price rises, 12 November 2025) and Openreach’s September 2026 briefing to providers, as reported by ISPreview.
Some areas lose new copper orders earlier. Where full fibre reaches at least 75% of premises served by an exchange, Openreach stops selling copper-based services to premises that can get full fibre, while premises that cannot get it yet can stay on their existing copper service. By mid-February 2026 that covered 1,281 exchanges and about 12.5 million premises (Openreach).
Has the deadline been extended?
No. The deadline moved once, in May 2024, from December 2025 to 31 January 2027, after the industry paused forced migrations in December 2023 to protect telecare users. Since then Openreach has been consistent: in February 2026 it said “the deadline is locked” (Openreach), and on 31 July 2026 it said there is “no extension to the deadline” (Openreach).
What has changed is the detail of what happens afterwards. In September 2026 Openreach set out the post-deadline process to providers, and it extended its migration discounts for providers, previously due to end on 31 October 2026, to 31 January 2027 (ISPreview). Neither is a delay: they are the rules for the lines that do not move in time.
What happens if you do nothing?
If a single line has not been moved by the deadline, Openreach plans to move it onto a temporary, emergency voice-only service called Emergency Voice and Access Continuity (EVAc). Openreach describes it as “a temporary emergency voice-only service that keeps basic voice calls working for a limited time” (Openreach). It is a safety net, not a phone system.
For businesses, the key point is what it does not cover. Gamma, one of the UK’s largest wholesale providers, says “ISDN and multiline services” are “not covered by the EVAc arrangements”, that the moves are expected to happen exchange by exchange from April 2027, and that “migration is not guaranteed” (Gamma, 25 September 2026). Its advice is plain: “Migration orders must be placed before 31 January 2027 to avoid the risk of services being ceased.”
Your setup
After 31 January 2027 if not moved
Single analogue line (phone only)
May be moved to the emergency voice service. Basic calls only, for a limited time, and it may not support the features you use today.
Single analogue line with broadband
Openreach expects to move these from mid-April 2027 and, where technically possible, keep the broadband working as a short-term measure.
Multi-line analogue system
Not covered by the emergency service. At risk of being ceased.
ISDN2 or ISDN30 phone system
Not covered by the emergency service. At risk of being ceased.
Alarm, lift, card machine or other device on the line
The emergency service is for voice calls. Do not rely on it to carry device signals: have each device checked and moved.
Sources: Openreach and Gamma, September 2026. The rules for the emergency service have changed during 2026, so confirm the position for your lines with your provider.
It will also cost more. The wholesale price of the emergency service from 1 February 2027 is reported at £35 a month for a basic line, excluding VAT (ISPreview, reporting Openreach), compared with £21.30 for a basic analogue line after the October 2026 rise. Those are the prices Openreach charges providers; what you pay will be higher.
What else stops working besides phones?
Any device that sends a signal down an analogue phone line may stop working when the line is switched, so each one needs checking with its supplier. The government lists alarms, telecare, fax machines, lift alarms, burglar alarms and card payment systems, and says to “contact the equipment supplier” (gov.uk). BT adds EPOS, door entry and CCTV (BT Business).
Equipment
Why it is affected
What to ask your supplier
Fire and intruder alarms
Many panels signal the monitoring centre over a phone line.
Is the panel and signalling unit digital-ready, or does it need a dual-path (IP and 4G) communicator?
Lift emergency phones
Lift alarm lines are often analogue. Openreach counted over 12,000 still to move in February 2026.
Some dial a phone number when someone presses the button.
Does it need a SIM-based or IP replacement?
Fax and franking machines
Older models connect by analogue line.
Is there an IP version, or is the service still needed at all?
CCTV
Some older systems use a phone line for remote access.
Can it move to the broadband connection?
Telecare and personal alarms
Many dial out over the line. Openreach says it has safely upgraded more than 70,000 customers with telecare devices (ISPreview).
Tell your provider someone relies on one, so it is tested before and after the move.
Openreach says equipment “can be tested for free at Openreach’s test labs” to check it works on digital lines (Openreach). Ask your provider or equipment supplier whether this is available for your devices.
Does the switch-off affect broadband?
Yes, if your broadband shares a line with an analogue phone. Broadband that relies on the phone line (ADSL, and FTTC or “fibre to the cabinet” provided alongside a phone line) ends when that line is ceased. FTTC itself is not being switched off: the same service continues as SoGEA, which is broadband on a line with no analogue phone service attached.
Connection
What happens
ADSL or FTTC with a phone line
Must move. The usual replacement is SoGEA, or full fibre where available.
Unaffected by the switch-off. Carries broadband and digital calls.
Full fibre (FTTP)
Unaffected. The long-term replacement for copper.
Leased line
Unaffected.
The switch is a good moment to upgrade connectivity at the same time. VoIP calls run over your broadband, so it needs to be reliable. See our business broadband options.
How much are legacy line prices rising?
Openreach is doubling the wholesale price of a basic analogue line during 2026, from £10.65 a month to £21.30 from 1 October 2026. Each rise is a percentage of the original £10.65 price, so they add up to double rather than compounding (Openreach, 12 November 2025).
From
Rise (of the original £10.65)
Wholesale price per month
Before April 2026
£10.65
1 April 2026
+20%
About £12.78
1 July 2026
+40%
About £17.04
1 October 2026
+40%
£21.30 (double)
1 February 2027 (emergency service)
£35.00 reported
Wholesale prices excluding VAT for a basic line (WLR Basic). Intermediate figures are our arithmetic from Openreach’s stated percentages. Retail prices are set by each provider.
In other words, staying on copper is no longer the cheap option. It is the expensive option with a hard stop at the end.
What replaces your landline?
Your landline is replaced by VoIP (Voice over Internet Protocol): calls travel over your broadband connection instead of a copper phone line. For a business that usually means a hosted phone system with desk phones, softphone apps on computers and mobiles, and your existing numbers ported across. Our guide to what VoIP is explains how it works.
At ATS Connection we provide business VoIP phone systems built on the Xelion platform, a cloud phone system with call routing, voicemail to email, mobile apps, call recording and hunt groups. It is the same system we use ourselves. For businesses with ISDN, our page on the ISDN switch-off covers the specific points.
For most businesses the move is an upgrade rather than a like-for-like swap:
Work from anywhere. Your business number rings on desk phones, laptops and mobiles, so staff at home or on site answer as if they were in the office.
Professional call handling. Auto-attendants, hunt groups, queues and out-of-hours routing come as standard.
Easier changes. Adding a user is a settings change, not an engineer visit and a new line.
Continuity. If the office loses power or internet, calls can divert to mobiles instead of going silent.
Will you keep your phone number?
Yes. Your existing numbers can be ported to your new provider, including long-standing local numbers. Ofcom confirms you can keep your number when you switch, that how long it takes “will depend on the services you have”, and that you should ask your new provider to port it within one month of cancelling the old service (Ofcom).
Our advice from doing these moves: never cancel the old line yourself before the port has completed. Let the new provider manage the order, so the new system goes live, the numbers move across, and only then is the old line ceased. Ofcom’s One Touch Switch process covers homes, not businesses, so business ports still need a provider to run them.
What happens in a power cut?
A digital phone line needs power at your premises, whereas the old copper line was powered from the exchange. Ofcom guidance says providers should offer at least one free solution that gives “a minimum of one hour” of access to emergency services in a power cut to customers who depend on their landline, such as people with no mobile signal or who rely on telecare (Ofcom guidance). For a business, the practical answer is a battery backup (UPS) for the router and phone system, and mobile apps so calls can still be answered.
Big Switch Off checklist for businesses
Work through these steps now. The first four can be done this week.
List every line and number. Check your phone bill for every line, including ISDN channels and any lines you have forgotten about.
Find everything plugged into a phone socket. Alarms, lift phones, card machines, door entry, fax, franking and CCTV. This is where the nasty surprises hide.
Call each equipment supplier. Ask whether the device is digital-ready and, if not, what the replacement is and how long it takes.
Check your broadband. If it is ADSL or FTTC with a phone line, plan the move to SoGEA or full fibre alongside the phones.
Map your calls. Who needs a handset, who is fine with an app, and how calls should route in and out of hours.
Choose the new phone system and place the order. Migration orders must be in before 31 January 2027.
Port your numbers, test everything, then cease the old lines. Only cancel once numbers have moved and every device is confirmed working.
Our free Switch-Off Checker runs through the main questions in a few minutes.
How long does switching take?
In our experience, a small office with decent broadband and no dependent equipment can usually be moved within a few weeks, most of it waiting for numbers to port. Multiple sites, a broadband upgrade or alarms and lift lines stretch that to one to three months, because each supplier has its own lead times.
With four months left before orders close, that leaves little slack. As our director Jake Boase told SussexWorld: “The businesses that get caught out won’t be the ones who planned ahead, they’ll be the ones who left it to January 2027. Audit your lines and any devices that use them now, and give yourself time to move calmly rather than in a panic.”
How ATS Connection helps
We move businesses across West Sussex off analogue and ISDN lines as one managed project: the audit, the new phone system, number porting, broadband and the final line cease. For Repaircraft, a defence engineering firm with 13 users across two sites, that meant replacing an old PSTN line with hosted VoIP and full fibre broadband. For Arundel Museum, we took over broadband and VoIP as part of a wider rebuild.
31 January 2027 is the deadline for the UK’s analogue phone network (the PSTN): it is the last date for migration orders. Openreach says there is no extension to the deadline.
What happens if my business does nothing?
Single lines not moved in time may be put on Openreach’s temporary emergency voice-only service from February 2027, at a higher price and with basic calls only. ISDN and multi-line phone systems are not covered by that service and risk being ceased.
Will the PSTN switch-off be delayed again?
No. It moved once, from December 2025 to 31 January 2027. Openreach said in February 2026 that the deadline is locked, and in July 2026 that there is no extension.
Is ISDN being switched off too?
Yes. ISDN2 and ISDN30 run on the same network and are withdrawn by 31 January 2027. They are not covered by the emergency voice service, so ISDN systems need to move to VoIP or SIP before the deadline.
Does the switch-off affect my broadband?
Only if your broadband shares a line with an analogue phone, such as ADSL or FTTC with a phone line. That moves to SoGEA or full fibre. SoGEA, full fibre and leased lines are unaffected.
Can I keep my business phone number?
Yes. Numbers can be ported to your new provider. Do not cancel the old line before the port completes; let the new provider manage the order.
What happens to our alarm, lift phone and card machine?
Any device that uses an analogue line needs checking with its supplier and may need a digital, IP or 4G replacement. The emergency voice service is for calls, so do not rely on it for alarm or lift signals.
Are analogue line prices going up?
Yes. Openreach is doubling the wholesale price of a basic analogue line during 2026, from £10.65 to £21.30 a month from 1 October 2026. The emergency service from February 2027 is reported at £35 a month wholesale.
What will my phone line be replaced with?
VoIP, where calls travel over your broadband. Businesses usually move to a hosted phone system with desk phones and mobile apps, on SoGEA or full fibre broadband.
What happens to a digital phone line in a power cut?
It needs power at your premises. Ofcom guidance says providers should offer at-risk customers a free solution giving at least one hour of emergency access. Businesses should put the router and phone system on a battery backup.
How much does outsourced IT support cost in the UK? For most businesses it is charged as a fixed monthly fee, usually per user, and commonly ranges from around £30 to £100 per user per month depending on the level of cover and security you need. That predictable, per-user model is one of the main reasons businesses move away from ad-hoc fixes and expensive in-house hires. In this guide we break down what drives the outsourced IT support cost, what should be included, and how to work out a realistic budget for your business.
What does outsourced IT support cost?
Outsourced IT support, sometimes called managed IT support, is almost always priced as a recurring monthly fee rather than a one-off charge. The most common model is per user, per month, which covers everything a member of staff needs: their devices, accounts, security and support. As a rough guide, UK businesses typically pay somewhere between £30 and £100 per user per month, with the figure depending mainly on how much cover and security is included. A basic helpdesk-only package sits at the lower end, while a fully managed service with layered cyber security, Microsoft 365 management and strategic guidance sits higher. Because it scales with your headcount, the cost stays predictable as you grow. For a wider view of pricing, see our guide on how much IT support costs.
What is included in the cost?
A good outsourced IT support package should be genuinely all-inclusive, so you are not hit with extra charges every time you need help. Typically the monthly fee covers:
An unlimited UK helpdesk with fast response times
Proactive monitoring and maintenance that prevents issues
Always check what is and is not included, particularly project work, new hardware and out-of-hours support, which some providers charge for separately.
What affects the price?
Two businesses of the same size can pay quite different amounts. The main factors are:
Number of users. The per-user model means cost scales with your team.
Level of cover. Helpdesk-only is cheaper than a fully managed, proactive service.
Security requirements. Cyber Essentials, compliance and layered protection add value and cost.
Response time guarantees. Tighter service level agreements typically cost more.
On-site visits. Remote-only support is cheaper than regular on-site cover.
Contract length. Longer agreements often come with better monthly rates.
Common pricing models
Outsourced IT support is usually offered in one of a few ways. Per user, per month is the most common and the easiest to budget. Per device suits businesses with shared machines or a high device-to-user ratio. Some providers still sell pay-as-you-go or block hours, which can look cheaper upfront but is unpredictable and reactive by nature, you only get help once something has already gone wrong. For most businesses, an all-inclusive per-user model gives the best value and the fewest surprises.
Is outsourced IT support cheaper than hiring in-house?
Usually, yes. A single in-house IT hire can cost £35,000 to £50,000 a year once you add salary, National Insurance, training and holiday cover, and one person cannot span every discipline. Fully outsourced IT support gives you a whole team across helpdesk, security, cloud and strategy for a fraction of that, with cover built in and no single point of failure. For most small and medium businesses, outsourcing delivers broader expertise and better resilience at a lower total cost. For a full comparison, see our guide to in-house vs outsourced IT support.
How to get an accurate quote
The honest answer is that the only way to get a precise figure is a short review of your current setup, because it depends on your users, systems and security. Book a free IT review or get a quote and we will give you a clear, costed plan with no obligation. You can also see our own IT support packages and pricing, which set out what each level of cover includes and what it costs, or learn more about our fully outsourced IT support service. If you are planning next year’s spending as a whole, our guide to planning your IT budget covers the other costs to include, from Microsoft 365 to the 2027 phone line switch-off.
Frequently asked questions
How much does outsourced IT support cost per user?
As a guide, UK businesses typically pay between £30 and £100 per user per month, depending on the level of cover and security included. A short review is the best way to get an accurate figure for your business.
Is outsourced IT support charged monthly?
Yes. It is almost always a fixed monthly fee, usually per user, which makes it easy to budget and scales up or down as your team changes.
What is included in outsourced IT support?
Typically an unlimited helpdesk, proactive monitoring, cyber security, Microsoft 365 management, backup and strategic guidance. Always check whether project work, hardware and out-of-hours support are included or charged separately.
Is outsourced IT support cheaper than in-house?
For most businesses, yes. You get a whole team of specialists for a fraction of the cost of a single senior hire, with holiday and sickness cover built in and no single point of failure.
Are there setup or onboarding costs?
Some providers charge a one-off onboarding fee to document and take over your systems, while others roll it into the monthly cost. It is always worth asking what onboarding involves and whether it is chargeable.
Can I scale the cost up or down?
Yes. Because most outsourced IT support is priced per user, the cost scales naturally as you add or remove staff, so you only pay for what you use.
The short answer: Windows 10 stopped receiving free security updates on 14 October 2025. Businesses can pay Microsoft for Extended Security Updates (ESU), but the first year of cover ends on 13 October 2026, the price doubles for year two, and joining late means paying for every year you missed. For almost every business the cheaper and safer answer is to upgrade eligible PCs to Windows 11, which is still free, and replace the rest.
Windows 10 reached its end of support on 14 October 2025. Since then Microsoft has stopped releasing free security updates, bug fixes and technical support for it. The PCs still switch on and work, but every vulnerability discovered since that date stays open unless the device is enrolled in paid Extended Security Updates.
That matters because attackers look for exactly this. Unpatched operating systems are one of the easiest ways into a business network, and the list of known, unfixed Windows 10 flaws grows every month.
What changes on 14 October 2026?
Two deadlines land together in October 2026, and both affect businesses:
Date
What happens
Who it affects
13 October 2026
Year one of Windows 10 Extended Security Updates ends
Businesses paying for ESU on Windows 10 PCs
14 October 2026
Year two of ESU begins, at double the year-one price
Anyone who wants Windows 10 security updates to continue
13 October 2026
Windows 11 version 24H2 stops receiving security updates on Home and Pro
Businesses that upgraded to Windows 11 but have not updated since
ESU coverage dates from Microsoft’s partner documentation; Windows 11 dates from Microsoft’s release information.
The last row catches out businesses that think they are finished. Upgrading to Windows 11 is not a one-off: each annual version has its own support end date. Our Windows 11 for business guide lists every version and date.
How much do Windows 10 Extended Security Updates cost?
For businesses, Microsoft charges $61 per device for year one, and the price doubles every year for a maximum of three years. Microsoft publishes business ESU pricing in US dollars only; if you buy through a UK Microsoft partner you will be invoiced in pounds at the partner’s price.
ESU year
Cover runs
Price per device (Microsoft list)
Cumulative cost if you join this year
Year one
15 October 2025 to 13 October 2026
$61
$61
Year two
14 October 2026 to 12 October 2027
$122
$183 (years one and two)
Year three
13 October 2027 to 10 October 2028
$244
$427 (all three years)
Sources: Microsoft Learn, Extended Security Updates for Windows 10, and Partner Center ESU coverage dates.
The column on the right is the part most businesses miss. Microsoft states that ESUs are cumulative: “If you decide to purchase the program in Year Two, you have to pay for Year One too.” So a PC that joins ESU in October 2026 costs three times the year-one price, just to stay patched until October 2027. Devices must also be running Windows 10 version 22H2 to receive ESU updates.
For comparison, the Windows 11 upgrade itself costs nothing on an eligible PC. On most machines, ESU only makes sense for a device that genuinely cannot be moved yet, such as one running software that has no Windows 11 version.
There is one exception worth knowing: Windows 10 virtual machines in Windows 365 and Azure Virtual Desktop get ESU at no extra cost, and Windows 10 PCs connecting to Windows 365 Cloud PCs are covered while the subscription is active.
What are your options?
Every Windows 10 PC in your business falls into one of three groups:
Option
When it fits
Cost
Watch out for
Upgrade to Windows 11
The PC meets Microsoft’s requirements
Free licence; time to plan and test
Check business applications and printers first
Replace the PC
The PC fails the requirements or is near the end of its life
New hardware
Buy to a sensible spec so it lasts five years
Pay for ESU
The PC cannot move yet for a specific reason
Doubles each year and is cumulative
A bridge, not a plan; ends in October 2028
Microsoft confirms the upgrade from Windows 10 to Windows 11 is free on eligible PCs. Your data, applications and settings normally carry across, although we always recommend testing business-critical software on a pilot machine first.
A compatible 64-bit processor on Microsoft’s supported list. For the current versions of Windows 11 that broadly means Intel 8th generation Core or AMD Ryzen 3000 series and newer.
At least 4GB of RAM and 64GB of storage.
UEFI firmware with Secure Boot capability.
Trusted Platform Module (TPM) 2.0.
A DirectX 12 compatible graphics card with a WDDM 2.0 driver.
Many business PCs bought since around 2018 pass, and sometimes the only blocker is TPM or Secure Boot switched off in the firmware settings, which is a quick fix. Microsoft’s free PC Health Check app will tell you for a single machine. For a whole office, your IT provider can pull a report across every device at once.
Treat the minimums as a floor. For business use we recommend at least 16GB of RAM and a solid-state drive, so a PC that only just passes may still be worth replacing.
What are the risks of staying on Windows 10?
Staying on Windows 10 without ESU creates problems well beyond the PC itself:
Unpatched vulnerabilities. Every security flaw found since October 2025 stays open, and attackers actively scan for unsupported systems.
Cyber Essentials. The current requirements say unsupported software must be removed or isolated from the internet in a separate sub-set. A Windows 10 PC without ESU is unsupported software, so it will fail the assessment if it is in scope. See our Cyber Essentials requirements guide.
Cyber insurance. Insurers commonly ask whether your systems are supported and patched. An unsupported operating system can make a claim harder, so check your policy wording.
Software support. Microsoft 365 Apps still receive security updates on Windows 10 until 10 October 2028, but Microsoft treats Windows 10 as unsupported for them and feature updates end with Version 2608. Other vendors are withdrawing support too.
How should a business plan the move?
With the ESU price about to double, the aim is to have as few Windows 10 PCs as possible left by 13 October 2026, and a firm date for the rest. A practical plan:
Audit every device: its age, processor, TPM, RAM, disk and whether it is still on Windows 10.
Sort into upgrade, replace or bridge. Only put a device on ESU if there is a specific reason it cannot move yet, and write that reason down.
Test first: line-of-business software, printers, scanners and VPN on one or two pilot machines.
Back up anything stored locally, and make sure OneDrive is syncing desktops and documents.
Roll out in waves, out of hours where possible, so nobody loses a working day.
Harden as you go: turn on BitLocker, check multi-factor authentication and bring devices under central management.
Keep Windows 11 current, so PCs move to each new version before the old one loses support.
ATS Connection handles Windows 10 to 11 migrations for businesses across Sussex and the UK, from the device audit to the rollout, as part of our managed IT services or as a one-off IT consultancy project. If you are not sure where you stand, our free IT review covers your devices, network and Microsoft 365, and tells you plainly what to fix first. You can also call us on 01903 255 159.
Frequently asked questions
Is Windows 10 still supported?
No. Windows 10 reached end of support on 14 October 2025. It only receives security updates on devices enrolled in Microsoft’s paid Extended Security Updates programme.
When does Windows 10 ESU year one end?
Year one of Extended Security Updates covers 15 October 2025 to 13 October 2026. Year two runs from 14 October 2026 to 12 October 2027, and year three ends on 10 October 2028.
How much does Windows 10 ESU cost for a business?
Microsoft lists business ESU at $61 per device for year one, doubling each year to $122 and then $244. It is cumulative, so a device that joins in year two costs $183 in total. Microsoft publishes these prices in US dollars; UK partners invoice in pounds.
Can I still upgrade from Windows 10 to Windows 11 for free?
Yes. Microsoft states that the upgrade from Windows 10 to Windows 11 is free on eligible PCs.
Will Windows 10 pass Cyber Essentials?
Not without Extended Security Updates. Cyber Essentials requires software in scope to be supported by its vendor, so an unsupported Windows 10 PC must be upgraded, covered by ESU, removed, or isolated from the internet in a separate sub-set.
What happens if I do nothing?
The PCs keep working, but they receive no security fixes, which makes them an easy target, can cause a Cyber Essentials failure and may complicate an insurance claim. The longer you wait, the more ESU costs if you need it.
Does Microsoft 365 still work on Windows 10?
Yes, for now. Microsoft 365 Apps receive security updates on Windows 10 until 10 October 2028, but Microsoft treats Windows 10 as unsupported for them and feature updates end with Version 2608.
Why outsource your IT support? In short, because it gives your business a whole team of IT specialists, stronger cyber security and predictable costs, without the expense and risk of building an in-house team. For most growing UK businesses, outsourcing means better IT and less hassle for less money. In this guide we look at exactly what outsourcing means, the main benefits, and how to know when it is the right move.
What does it mean to outsource your IT support?
Outsourcing your IT support means handing the running of your technology to a specialist provider, or managed service provider, instead of relying on an internal hire or an unofficial “office IT person”. The provider looks after your helpdesk, security, monitoring, Microsoft 365 and strategy for a fixed monthly fee. It is the model most small and medium businesses now use, because it gives them enterprise-grade IT without an enterprise budget. Our guide to outsourced IT support explains how the service works in full.
Why do businesses outsource IT support?
The reasons vary, but the benefits are consistent. The main ones are:
Lower, predictable costs. One monthly fee replaces salaries, training and the cost of downtime, and it is easy to budget.
A whole team of specialists. Instead of one person who cannot know everything, you get expertise across helpdesk, security, cloud and strategy.
Stronger cyber security. Managed protection, cyber security, Cyber Essentials and staff awareness are built in as standard.
Proactive support and less downtime. Problems are prevented and fixed early, rather than after they have already cost you time and money.
Scalability. The service grows with you, adding or removing users as your team changes.
Focus on your core business. Your team spends time on the work that matters, not wrestling with IT.
Resilience. Holiday and sickness cover are built in, with no single point of failure if a key person leaves.
When should you outsource your IT?
Most businesses start thinking about outsourcing when their current arrangement starts to hold them back. Common triggers include the same IT problems recurring without ever being fixed, relying on one person who has become a risk, cyber security and Microsoft 365 not being actively managed, slow staff onboarding, or simply having no clear IT strategy or budget. If any of those sound familiar, it is usually a sign that a proactive, managed approach would pay for itself.
Is outsourcing right for your business?
Outsourcing suits businesses of almost any size, but it is especially valuable for small and medium firms that cannot justify a full in-house IT team. Larger organisations often use a hybrid model, keeping someone in-house for day-to-day needs and outsourcing the specialist, security and out-of-hours work. The right answer depends on your size, sector and how much you rely on technology, which is exactly what a short review will tell you. If cost is your main question, see our guide on how much outsourced IT support costs, and if you are weighing up hiring instead, read our comparison of in-house vs outsourced IT support.
How to choose an outsourced IT provider
Look for a provider that is proactive rather than reactive, security-led and genuinely accountable, with named engineers and clear reporting. Local matters too: a provider on your doorstep can be on site when needed and understands your area. As an example, our IT support in Chichester and across West Sussex is delivered by a local team, backed by Cyber Essentials certification and Microsoft Partner status.
Ready to outsource your IT?
Start with a free, no-obligation review of your current setup, security and support. We will show you exactly where the gaps and opportunities are, with a clear plan. Book a free IT review or get a quote to see what outsourcing could do for your business.
Frequently asked questions
Why do businesses outsource IT support?
To get a whole team of specialists, stronger security and predictable costs without the expense and risk of hiring and managing an in-house IT team.
Is outsourcing IT support cheaper than in-house?
Usually, yes. You get a whole team for less than the cost of a single senior hire, with holiday and sickness cover built in and no single point of failure.
Will I lose control of my IT if I outsource?
No. You keep ownership of your systems, data and decisions. The provider runs the day-to-day work and gives you clear reporting and strategic guidance.
Is outsourced IT support more secure?
A good provider makes your business more secure, not less, with managed protection, Cyber Essentials support and monitoring built in as standard.
When is the right time to outsource IT?
When IT problems keep recurring, you rely on one person, security is not actively managed, staff onboarding is slow, or you have no clear IT strategy or budget.
What size business should outsource IT support?
Any size can benefit, but it is especially valuable for small and medium businesses that cannot justify a full in-house IT team. Larger teams often use a hybrid model.
