My broadband provider has raised its prices, do I have to pay?

Thanks to the thousands of supporters who backed our Fixed Means Fixed campaign, it is now possible for you to cancel your contract if the price is raised.

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Cancel a broadband contract

For contracts taken out before 23 January 2014, the only way to guarantee you’re not penalised for cancelling a contract is to cancel within the cooling-off period.

If you want to cancel a credit agreement, the Consumer Credit Act gives you a 14-day cooling off period to cancel the agreement.

Previous to 23 January 2014, there are no rules in place that allow you to cancel because of price hikes during your contract and if you cancel before the minimum contract term is up, you have to pay an early termination fee. These fees can be very high.

For example, if you sign up to an 18 month contract and want to cancel in the second month, you may have to pay 16 month's worth of fees.

If you’ve complain to your broadband provider and are not happy with the way they've dealt with your complaint, you can use our letter of deadlock to notify your provider of your intention to take your complaint to the Ombudsman.

These rules still apply to any contract taken out before 23 January 2014. 

Challenging price hikes

Which? believes it was unfair that millions of telecoms users were being caught out by unfair price rises.

We wanted fixed contracts to mean fixed prices, from the day of agreement to the end of the contract for all telecoms providers, including mobile phone, broadband and landline contracts.

 FixedMeansFixed-Celebration

With the support of more than 58,000 of you, we convinced Ofcom to take action.

From 23 January 2014, if broadband providers want to hike prices on new fixed contracts, you can cancel without paying anything.

The new changes also apply to bundled contracts, which include broadband, mobile phones and landlines.

See how we did it in our Fixed Means Fixed campaign


 

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We want advertising watchdogs to pull the plug on confusing broadband ads that promise speeds most of their customers will never get. And you should be adequately compensated when you don't get the service you're paying for.
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