Price increases explained
Guide reference: HG-0023
Quote this reference if you contact us about this guide.
Approx. 2 min read
How we tell you about changes to your price. If your monthly price changes, we notify you in advance.
Don't worry if you receive notice of a price change. We tell customers before prices go up so you can plan or review your options.
Quick answer
If your monthly price changes, we notify you in advance. You can leave on 30 days notice if you do not want to stay at the new price.
More detail
Prices can change because of network costs or inflation. We write to you before an increase takes effect.
Your bill shows the new amount from the date in the letter. Check call charges separately if you dial premium or international numbers.
On a 30-day contract you may cancel with notice if you choose not to accept a rise.
What to do
Read any letter, email, or paper enclosure about price changes carefully.
Note the date the new price starts on your bill.
Compare the new monthly amount with your budget.
Contact us if anything on the letter is unclear.
Give 30 days notice if you decide to leave.
See How 30-day contracts work for how notice works.
Common mistakes
- Ignoring post about price changes until the bill arrives.
- Assuming call charges increased when only rental changed.
- Missing that Pension Credit pricing follows separate published rates.
Things to know
- See How billing works for what appears on each bill.
- Pension Credit customers should check pension credit deals on our website.
- Setup fees on the first bill are separate from monthly price rises.
Frequently asked questions
How much notice do you give?
We notify you in advance as set out in your terms and the letter you receive.
Can I negotiate?
Contact us to discuss options. We aim to be fair and clear.
Do call rates rise too?
Call charges are listed separately. Check your bill and tariff summary.