Guides › Broadband, Phone and Mobile Contracts › Phone or Broadband Price Rise: Can I Leave?
Phone or Broadband Price Rise: Can I Leave?
If your phone, broadband or mobile provider raises your price by more than your contract allows, or the rise was not made clear when you signed, you can usually leave without paying an exit fee. Since January 2025, new contracts cannot include price rises linked to inflation or set as percentages: any planned rise must be shown in pounds and pence.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Price Rises
Rises Your Contract Does Not Allow
If your contract does not say how much the price can rise, or the rise is bigger than the contract allows, your provider must give you at least 30 days' notice before it takes effect. You then have 30 days to leave without exit fees, either to a new contract with the same provider or by switching. source
No Inflation-Linked Rises
Since January 2025, new contracts cannot include price rises linked to inflation or set as percentages. Any planned rises must be shown clearly in pounds and pence before you sign, with the date they take effect. Contracts signed before 17 January 2025 may still contain inflation-linked or percentage rises. 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
Your Contract
Changes to Your Terms
Providers can change contract terms, but they must give at least one month's notice, and you have the right to leave without penalty if the change does not benefit you. You cannot leave over changes that only benefit you, are purely administrative or are imposed by law, such as a VAT change. source
Information Before You Sign
Before you are bound, residential customers and small businesses with ten employees or fewer should receive a written one-page summary of the contract (three pages for bundled services) covering charges, contract length and how to cancel, followed by the fuller written contract information. source
Help and Complaints
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
Ofcom
Ofcom does not investigate individual complaints, but you can report problems through its monitoring form, which may inform investigations into companies. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 30 daysNotice before a price rise that was not clear in your contractAt least 30 days before it takes effect
- 30 daysLeave without exit fees after a price rise noticeWithin 30 days of that notice
- 1 monthNotice of other contract changes that do not benefit youAt least one month, with a right to leave without penalty
- 6 weeksWait before going to a free ADR schemeSix weeks from your complaint, or earlier with a deadlock letter
- 17 Jan 2025New contracts: price rises in pounds and penceApplies to contracts signed from 17 January 2025
Steps to Take
Step 1 of 5
Read the price rise notice and the price terms in your contract.
Step 2 of 5
If the rise is not allowed by your contract, or was not made clear when you signed, tell the provider in writing that you want to leave without an exit fee. Act within 30 days of the notice. Our free letter templates can write it for you.
Step 3 of 5
Keep copies of the notice, your contract and everything you send.
Step 4 of 5
If the provider refuses, wait 6 weeks from your complaint, or until you get a deadlock letter, then use its free ADR scheme.
Step 5 of 5
You can also report the problem to Ofcom through its monitoring form.
(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.
Ofcom's Monitoring Form
To report a problem. Ofcom does not investigate individual complaints, but reports can inform its action against companies.
Good to Know
Small things that make your complaint stronger.
If you are eligible for a social tariff, for example because you receive Universal Credit or Pension Credit, ask your provider about it.
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: 12 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/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