Your rights as a UK mobile customer

The pounds and pence rule (January 2025)

From 17 January 2025, Ofcom requires all UK networks to state any planned annual mid-contract price rise in exact pounds and pence at point of sale — not as a vague CPI or RPI percentage. You should know before signing exactly how much your bill will rise each year.

Annual price rises in 2026

• O2: fixed £2.50/month, applies each April
• Three: fixed £1.80–1.90/month, applies each April. 30-day rolling plans are exempt.
• Sky Mobile: RPI-linked, varies year to year. 30-day notice with exit right if you disagree.

Your exit rights

If Sky Mobile raises prices and you object, you have the right to exit penalty-free within 30 days of the notice. If any network applies a rise not clearly disclosed at sign-up, you may have grounds to exit without early termination charges.

PAC and STAC rights

Any UK network must provide a PAC (text PAC to 65075) or STAC (text STAC to 75075) within 60 seconds, free of charge — this is an Ofcom requirement. Once you provide a PAC to a new network, your old contract ends automatically on the day the switch completes.

Complaints escalation

If your complaint is unresolved after 8 weeks, take it to an Alternative Dispute Resolution scheme free of charge — either the Communications Ombudsman or CISAS. Check your network's complaints page for which scheme applies. These schemes are free for consumers and their decisions are binding on the network.

Phone unlocking

All UK phones sold since December 2021 must be supplied unlocked. Older phones locked to a previous network must be unlocked free of charge on request.