Cancel contract

If you wish to cancel your SIM only or broadband contract, there are several steps to take to ensure the whole process is as smooth and inexpensive as possible, before contacting your provider. If you don’t have any contract remaining, the process will be simple and quick. On this page, we explain how to terminate a SIM only or broadband contract and what to keep in mind to make cancelling easier.

How do you cancel a contract?

Regardless of why you want to cancel the contract, we recommend that you first check if you have any time remaining or if the agreement has expired. If you decide to leave the provider with contract time remaining, you may need to pay something called an early termination fee, usually equivalent to the remaining monthly charges. Depending on how much time is left, it could cost a substantial sum. 

Tip! Further down the page, we explain how much you need to pay if you terminate a SIM only or broadband contract early with a range of the largest UK providers.

The actual steps you take to cancel your subscription may vary between the providers. But in most cases, you can notify the provider via phone, email, or in writing. Regardless of how you inform the provider, it is important to ensure you receive a written confirmation of the termination, clearly stating what you and the provider have agreed upon.

Situations where you can cancel the contract without having to pay for it

When you have a month or less remaining on your contract

If you have 30 days (or less) remaining on the contract, you can inform the provider that you wish to terminate the agreement, and the notice period (which is almost always 30 days) will then run parallel with the contract. The agreement ends when the contract and notice period have both expired and no further payments due.

During the notice period, you must continue to pay for the subscription, but there are no additional charges beyond that.

If you have signed up for the subscription remotely and the cooling-off period has not expired

If you sign up for a SIM only or broadband contract remotely (which most people do today), you have a 14-day cooling-off period. During this period, you have the right to cancel your purchase without incurring any charges, provided you have not started using the subscription. If you have used the subscription during the 14 days, you will still need to pay for anything used during this period.

If the provider raises prices

Providers have the right to increase their prices each year based on the Retail Price Index (RPI) inflation rate, but some choose not to do so, and this should be clearly stated when you sign up for the contract.

Info! If you signed the contract on 17 January 2025 or later, the contract must specify exactly how much the price will increase each year. If you subscribed before 17 January 2025, the price can either be increased by a certain percentage or based on inflation, but in either case, it should be specified in the contract.

If the provider increases prices without it being specified in your contract, they are legally obliged to give you 30 days’ notice of the change. During that period, you have the right to terminate the contract without incurring any charges.

However, this does not apply if you have had a new customer discount on your subscription and the price increase is due to the cost reverting to normal.

Can you cancel your contract due to poor network coverage?

If you find that the network coverage is not as promised during your cooling-off period (which is usually 14 days), you may have the right to cancel the contract without charge. This assumes that you entered into the contract remotely and have a cooling-off period.

If you moved, however, and now discover the new location has worse coverage, then the situation is more complex. In this case you cannot assume you can terminate the contract without paying for it. However, some providers offer a network coverage guarantee, which allows you to cancel the contract if you find the network coverage unsatisfactory. Check your contract to see what applies with your provider.

Sometimes there is also the possibility to switch to another network that may offer to pay off the remaining balance on your contract and any early termination fees. But not all providers offer this, and even if they do, the terms can vary. Some, for example, require that you have been a customer with them for a certain period before you can switch, while others may require you to hand in your mobile and get a new one with your new provider.

Can you keep your phone number when cancelling your SIM only contract?

Yes, if you cancel the SIM only contract to switch to another provider, you can take your number with you when you move. This is called number porting and is regulated by law, which means that all providers must offer their customers the opportunity to keep their current number even when switching provider and network.

To take your number to another provider, you must ask your current provider for a PAC (Porting Authorisation Code). You then give the code to the new provider who will handle the number transfer. You can obtain the code by sending a text with the word PAC to 65075, through your account which you access via the provider’s website, or by calling your provider directly. The code you receive is valid for 30 days, and if you haven’t used it within that period, you will need to request a new one.

On our page Switching mobile provider, you can read more about switching and how number porting works.

How do you cancel a broadband contract?

As a first step, always check your broadband agreement for any terms relating to the contract and notice period. It can cost extra to terminate a broadband contract early, which you can read more about further down the page. But if you are moving you have no choice but to terminate the broadband early.

When it comes to fixed broadband, it is particularly important to be aware of contract and notice periods so that termination can be as smooth (and inexpensive) as possible.

Info! There are situations where you can avoid paying to terminate your broadband early, for example if the provider increases the price without it being stated in the contract that this can happen, or if the price is raised more than what is stated in the contract. You can also terminate the contract if your broadband service does not work as promised, or if the contract is covered by the cooling-off period and the cooling-off period has not expired.

If you have no contract left on your broadband, you can cancel it at any time. The contract typically ends after the notice period of 30 days. Inform the provider that you wish to cancel the broadband, for example via phone, email or regular mail, and request a written confirmation. Remember that in most cases you must return the equipment you received from the provider, so double-check what applies with your provider. If you do not return the equipment as requested by the provider, you may be charged for it.

If you terminate the contract to switch broadband provider, in most cases you only need to sign a broadband contract with the new provider, who will then contact your old provider and handle the switch.

How providers calculate your early termination fee

EE

For SIM only and mobile broadband

EE consolidates the monthly payments for the remainder of your so-called minimum term (considering any recurring discounts you are entitled to) and calculates the cost per day. The provider then deducts VAT based on the current tax rate and an additional 4 percent as you paid in advance. To that amount, they add VAT based on the current tax rate to determine the final fee.

This example will help to make it a bit clearer. If your SIM only costs £30 a month and you have three months of contract remaining, £30 is multiplied by three, which equals £90. After VAT has been deducted, the amount comes to £75 (as the VAT rate is 20 per cent: 90/1.20 = 75). After an additional 4 percent has been deducted and VAT has been added, the final charge is £86.40.

For fixed broadband

EE adds up all remaining monthly charges (or other recurring charges) excluding VAT. If you have a recurring discount on the broadband, it is included in the calculation. The provider then deducts the costs they save by you terminating the contract early – for example, fees they would otherwise have had to pay to their suppliers. Then a deduction is made for paying in advance, and that amount is multiplied by the remaining contract. 

Finally, VAT is added according to the applicable tax rate, giving you the final cost to terminate broadband with EE early.

Three

SIM only, mobile broadband and home broadband

If you terminate your SIM only, mobile broadband or home broadband with Three early, you will be charged an early termination fee equivalent to the charges for the remaining months of the contract. The provider, however, deducts a variable discount which currently stands at 3 percent. However, Three reserves the right to amend the percentage if necessary.

According to the information on Three’s website, the same conditions should apply to business customers.

Vodafone

SIM only

Vodafone consolidates the monthly fees for the remaining months of your contract, taking into account any discounts you are entitled to. Previously, they deducted VAT based on the applicable tax rate, but due to regulatory changes at HMRC (His Majesty’s Revenue and Customs), this no longer applies. 

To calculate the final charge, Vodafone deducts 2 percent for paying in advance. However, this does not apply to business customers. 

If you have a contract that costs £40, for example, and you receive a monthly discount of £10 (resulting in a total monthly cost of £30) and have six months remaining on your contract, £30 is multiplied by 6, giving a total of £180. Vodafone finally deducts 2 per cent from £180, resulting in a final charge of £176.40.

Broadband

Vodafone consolidates all remaining monthly charges, taking any applicable discounts into account. They then deduct VAT based on the current tax rate and any savings they make for you terminating the contract early – for example, supplier fees. From that amount, they deduct 2 per cent for your advance payment and finally add VAT based on the current tax rate.

O2

When you ask O2 to terminate a contract early, the provider calculates an early termination fee by totalling the remaining monthly charges in your contract, including any recurring discounts you may have. VAT based on the applicable tax rate is included. Finally, 4 percent is deducted to determine the final fee.

Sky broadband

Sky calculates your early termination fee based on several factors, including how much time is left on the contract, how many days have already been billed for, and whether the broadband includes any additional services (such as Sky TV). To find out exactly how much you need to pay to cancel Sky’s broadband early, you must contact support.

BT (broadband)

BT charges an early termination fee based on how many months you have left on the contract (excluding VAT). From this, they deduct 1 percent if you submit your final payment early, as well as any costs they save by you cancelling the broadband earlier. Finally, they add VAT to arrive at the final charge.

Virgin Media (broadband)

Virgin Media calculates your early termination fee based on what is included in your broadband subscription and how much time remains on the contract. Depending on the type of contract you have, your early termination fee can be quite high, especially if you have bundles with multiple services. 

To obtain more precise information about what you might need to pay for terminating the broadband early, you should contact Virgin Media’s support directly.