Your UK Mobile Consumer Rights

The pounds-and-pence rule (from 17 January 2025)

This is the biggest consumer protection change in years. Since 17 January 2025, any planned annual price rise must be stated upfront in exact pounds and pence — not as a vague "CPI + 3.9%" formula. This means:

• When you sign up, the network must tell you exactly how much your bill will rise each year
• The exact figure (e.g. "your bill will rise by £2.50 per month each April") must be clearly disclosed
• This rule applies to all new mobile contracts signed on or after 17 January 2025
• Contracts signed before this date may still include old-style CPI/RPI percentage rises

Current annual price rises (2026)

Maximum contract length

No UK mobile network can require you to commit to more than 24 months as the initial contract term. Some networks offer optional 36-month device plans, but the airtime agreement cannot exceed 24 months.

Phone unlocking

Since 1 December 2021, all mobile phones sold by UK networks must be sold unlocked. If you have an older phone that is network-locked, your network must unlock it for free within 72 hours of your request. Provide your IMEI (dial *#06#) to the network.

Your right to switch

• Text PAC to 65075 to get a code to keep your number — provided within 60 seconds
• Text STAC to 75075 to switch without keeping your number
• Text INFO to 85075 to check your contract end date and exit fees
• Networks cannot refuse to provide these codes or delay providing them
• Once you provide a PAC to your new network, no notice-period charges apply

If your network raises prices unexpectedly

If your network applies a price rise that was not properly disclosed at sign-up in pounds and pence (for contracts after 17 January 2025), you have the right to exit your contract penalty-free. You typically have 30 days from notification of the rise to exercise this right. Contact your network first; if they refuse, escalate to the ombudsman.

How to complain — the escalation path

1. Contact your network's customer service first — give them a fair chance to resolve it
2. If unresolved after 8 weeks (or if the network sends you a 'deadlock letter'), you can escalate
3. Use the independent ombudsman:
   • Communications Ombudsman — covers EE, O2, Sky Mobile, TalkTalk, Virgin Media
   • CISAS (Communications & Internet Services Adjudication Scheme) — covers Three, Vodafone, iD Mobile, giffgaff and others
4. The ombudsman service is free for consumers and can award compensation

What networks must include in contracts

• Clear disclosure of contract length (max 24 months)
• Exit fee information
• Annual price rise amount in pounds and pence (since Jan 2025)
• PAC/STAC information
• Coverage information for your area