Mid-contract price rises on phone and broadband: your rights in England
Published · 3 min read · Figures checked . UK rules and rates change, so check the official sources below before you act.
If your phone or broadband provider raises the price during your contract, you may be able to leave without a fee. This guide explains the 30 day notice rule, the exceptions, and how to complain if a provider refuses.
Who this guide is for
This guide is general information for people in England with a phone, mobile, broadband or TV contract. It does not cover business contracts, and the rules in Scotland, Wales and Northern Ireland may be set out differently, so check the Citizens Advice pages for those nations. It is not advice for your own situation.
The details below were read on Citizens Advice pages on 12 October 2026.
The basic rule: 30 days' notice
Citizens Advice says that if your terms do not say the provider can raise the price each year, the provider should give you 30 days' notice before a rise. During those 30 days you have a legal right to cancel the contract without paying a fee.
Many people find it helpful to look at the date on the notice and note down the last day of the 30 day period, because the right to cancel without a fee applies within that window.
When you cannot leave for free
Citizens Advice lists three cases where this fee-free exit does not apply.
- You signed up before 23 January 2014.
- You were told at the start that the price would rise. An example is an 18 month deal with a discounted first 3 months.
- Your terms say the provider can raise the price each year.
In those cases you probably cannot cancel without a fee unless another exception applies.
Older and newer contracts
Citizens Advice explains that the wording of annual rises depends on when your contract started.
- On or after 17 January 2025: the contract should say exactly how much the price will increase each year.
- Before 17 January 2025: the contract might state a percentage increase, or say the increase will be based on inflation.
The Citizens Advice page does not give a formula or cap for inflation based rises, so your own contract is the place to look for how the rise is worked out.
How to cancel
Citizens Advice says you can contact your provider by phone, post, email or webchat. Keeping a record of every attempt, such as screenshots and call logs, can help if there is a disagreement later.
After you cancel, it can be worth checking when your service ends and whether any equipment must be returned. Your provider's terms will explain this.
If the provider disagrees
Citizens Advice suggests complaining to the provider first, using the complaints process on its website. If you have had no response after 6 weeks, or you still disagree with the answer, you can use an alternative dispute resolution (ADR) scheme. This is an independent body that looks at both sides and aims to reach a fair decision.
Providers must belong to an ADR scheme. You can check which one yours uses on the Ofcom website. For a bill dispute, Citizens Advice says to keep your account number, copies of the bill and your reasons, and to save any webchat log or proof of postage.
- Slow broadband: you can ask the provider to waive an exit fee because of the poor service.
- Moving house: a fee may apply if your provider does not serve your new address, and you can ask them to reduce or remove it.
Free help is available from the Citizens Advice consumer helpline on 0808 223 1133, or through their online form.
Check before you act
Rules and rates change, and your own contract terms matter. It is worth confirming the details on the official pages linked below before deciding anything.
Sources
For information only. See our disclaimer and editorial standards. Spotted an error? Tell us.
