Your rights

Switching provider: no more than one working day without a connection

When you switch, § 59 TKG says your connection may not be down for more than one working day. What else you may have to pay and how to switch correctly.

Updated: 27 September 2026 Reading time: 6 min Tim Jungeblut Editorial methodology

On this page

The new provider handles the switch
The one-working-day limit
If the switch fails

Switching is regulated by law: the new provider manages the process, and an interruption of more than one working day gives you a right to compensation from your previous provider.

The new provider handles the switch

Ask your new provider to arrange the switch and do not cancel separately yourself. The receiving provider agrees the date and number porting with your current one. Cancelling in parallel is the most common cause of a gap between contracts.

Ask the new provider to arrange the switch
Don’t cancel separately yourself
Request number porting at the same time
Get the switchover date confirmed in writing

The one-working-day limit

Under § 59 TKG, switching provider must not lead to an interruption of more than one working day. If the outage lasts longer, you can claim 10 euros or 20 per cent of the agreed monthly fee for each additional working day, whichever is higher. The claim is against the outgoing provider.

So make a note of when your connection actually started working again. Without that time, you will not be able to prove how long the interruption lasted.

If the switch fails

If the switch does not go ahead at all, your old contract initially remains in place, so you are not left without a connection. In that case, establish in writing which provider caused the problem before taking any further steps.

Frequently asked questions

How long can the internet be down when I switch provider?

No more than one working day under § 59 TKG. If the interruption lasts longer, you are entitled to 10 euros or 20 per cent of the agreed monthly fee for each additional working day, whichever is higher. The claim is against your previous provider.

Should I cancel my old contract myself when switching?

Usually not. The new provider handles the cancellation and arranges the switchover date. Cancelling separately yourself can mean the old contract ends before the new one starts, which creates exactly the gap the law is meant to prevent.

Can I keep my phone number?

Yes. Number porting is free of charge for you (§ 59 TKG) and you request it from the new provider as part of the switch. The simplest option is to request it straight away, but porting is still possible up to one month after the contract has ended.

Selected sources

Note: This article is general information and not legal advice. It does not replace an assessment of your individual case by a lawyer or a consumer advice centre. No guarantee of accuracy; the law and case law may change.