Services and Billing

When you take out a broadband or phone deal it’s understandable that you expect to get what you signed up for.

But sometimes a communications provider may decide to alter the terms and conditions of your original contract.

They can do this so long as they follow certain Ofcom rules, called General Conditions.

If a communications provider wants to alter a contract’s terms and conditions, they must consider, among other things, whether the change will be of material detriment to their customers.

Under General Condition 9.6, communications providers must provide customers for whom a change is likely to be of material detriment with one month’s notice of the change.

Customers must also be informed that they are entitled to terminate their contract without penalty if the change is not acceptable to them.

If you are affected you by such a change, in the first instance you should speak to your provider about your concerns.

If the problem relates to a particular term or condition, you can log a complaint with Ofcom.

Ofcom monitors complaints about the behaviour of communications providers and if there is a high volume of complaints about a particular issue, we may investigate and take action as required.