Guides › Broadband, Phone and Mobile Contracts › Phone or Broadband Contract Ending: What to Do
Phone or Broadband Contract Ending: What to Do
Your phone or broadband provider must tell you your contract is ending between 10 and 40 days before it ends, by text, email or letter. The notice must include any notice period for leaving. It is a good time to compare deals, as leaving before a contract ends can mean an early termination charge.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
End-of-Contract Rules
End-of-Contract Notice
Your provider must tell you when your contract is coming to an end, between 10 and 40 days before it ends, by text, email or letter. The notice must include any notice period for leaving your provider. source
Leaving Early
If you leave before your contract ends, you might have to pay an exit fee, also called an early termination charge. source
Your Rights
Social Tariffs
If you are eligible for a social tariff (for example because you receive Universal Credit or Pension Credit), you can switch to it without a penalty, even during a contract. source
Rises That Were Not Made Clear
If a scheduled price rise was not made clear when you signed, you can leave without penalty. If you think a rise was not shown clearly, complain to your provider. source
Free Dispute Resolution
If your complaint is not resolved, you can use a free alternative dispute resolution (ADR) scheme once six weeks have passed since your initial complaint, or earlier if you receive a deadlock letter. The two schemes are the Communications and Internet Services Adjudication Scheme (CISAS) and the Communications Ombudsman. All providers must belong to one. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 10 to 40 daysEnd-of-contract notice from your providerBefore the contract ends
- 6 weeksWait before going to a free ADR schemeSix weeks from your complaint, or earlier with a deadlock letter
Steps to Take
Step 1 of 5
When the end-of-contract message arrives, note the end date and any notice period.
Step 2 of 5
Compare deals, including your provider's own offers.
Step 3 of 5
If you get certain benefits, ask about a social tariff.
Step 4 of 5
To switch mobile, text PAC to 65075; for broadband, your new provider usually arranges the switch.
Step 5 of 5
If something goes wrong, complain to the provider, then its ADR scheme after 6 weeks.
(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 Provider's Complaints Team
Always start here, in writing, and keep a copy.
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.
Put your contract end date in your calendar when you sign up.
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.
Sources and official links
- ofcom.org.uk/phones-and-broadband/saving-money/in-or-out Checked 13 October 2026
- ofcom.org.uk/phones-and-broadband/saving-money/telecoms-price-rises-what-are-your-rights Checked 12 October 2026
- ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts Checked 12 October 2026