We use cookies to allow us and selected partners to improve your experience and our advertising. By continuing to browse you consent to our use of cookies. You can understand more and change your cookies preferences here.

Consumer Rights.

4 March 2021

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.
W
Which?Editorial team

Key Information

Broadband providers you can rely on

Every year we survey thousands of customers about their broadband provider to find out how the providers compare for value, customer service and overall customer satisfaction. Use our recommendations to find a broadband company you can rely on.

Price hike? Cancel without penalty

Rules set by the regulator Ofcom mean that customers can leave mobile, landline or broadband contracts penalty-free if a provider ups prices mid-term if it's bigger than the RPI rate.

You can cancel your contract and switch to any other provider, as long as you do so within 30 days of being told about the price increase.

But, if your broadband provider has warned you about rises in their terms and conditions and they are in line with RPI, you won’t be able to leave if you’re still locked into a contract. If you do want to leave, you'll have to pay an exit fee.

If you’re outside the minimum term of your contract then you’ll be allowed to leave without paying. You should check with your provider about how much notice you need to give to do this.

If you want  to cancel and you're not within these rule you may have to pay an early termination fee. These fees could be very high.

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

Broadband contracts and RPI

Your broadband provider may be able to hike the price of your fixed contract by the rate of the Retail Price Index (RPI). 

Key Information

What is RPI?

Each month the Government announces the RPI, also known as the headline rate of inflation, which shows the percentage price rise over the past 12 months. The latest RPI figures are available on the Office of National Statistics website.