Key takeaways
When your broadband contract ends, you become an out-of-contract customer. You keep your service, but you lose any introductory discount and typically pay a higher monthly rate. Ofcom estimates millions of UK broadband customers are out of contract at any given time and paying more than they need to.
Ofcom requires providers to send you a notification before your contract ends -- typically 10 to 40 days in advance -- telling you the date your contract expires and the best deals available to you. This is the annual best tariff notification requirement, in force since 2020.
You do not automatically lose your broadband when your contract ends. Your service continues but you move to a rolling monthly arrangement, usually at a higher price. You are free to switch to a better deal with the same provider or to a different provider.
One Touch Switch (OTS) was introduced in September 2023 to make switching broadband providers easier. You can now switch providers -- including switching between Openreach-based ISPs and some altnets -- with a single contact to your new provider. The old provider must port the service within a defined timeline.
If you find a better deal, Ofcom's mid-contract price rise rules (January 2024) and the Ofcom general conditions give you clear rights on switching. There is no penalty for leaving an out-of-contract arrangement -- you are free to switch immediately.
Reviewed: June 2026Key facts
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What happens when your broadband contract ends
When your broadband minimum contract term ends, your service does not stop. You continue to receive broadband on a rolling month-to-month basis. What changes is the price -- any introductory rate or discount that applied during your contract term is no longer guaranteed. Providers typically revert out-of-contract customers to a standard out-of-contract rate, which is often significantly higher than the introductory price.
This means millions of UK broadband customers are, at any given time, paying more than they would pay if they switched to a new deal -- either with their current provider or with a competitor. Ofcom's pricing research consistently finds that customers who switch (or negotiate) on leaving contract pay less than those who remain passively out of contract.
What your provider must tell you
Under Ofcom's General Condition C6, your broadband provider must send you an end-of-contract notification. This notification must be sent between 10 and 40 days before your minimum contract term ends. It must tell you: the date your contract ends, the price you will pay after that date if you do nothing, and the best deals currently available to you from that provider.
If you remain out of contract, providers must also send you an annual best tariff notification -- a reminder of the best deals they can offer you. This annual notification ensures that long-term out-of-contract customers do not simply forget they could be getting a better deal.
These notification requirements were introduced by Ofcom in 2020 and are enforced through General Condition C6. Providers that fail to send required notifications can face enforcement action from Ofcom.
One Touch Switch: how to switch broadband providers
Before September 2023, switching broadband providers in the UK required contacting your old provider (which could involve long hold times and retention conversations) and coordinating with your new provider on timing. One Touch Switch (OTS) simplified this significantly.
Under OTS, you contact only your new provider to initiate a switch. The new provider manages the switching process, including notifying your old provider of the switch. The old provider must then complete the switch within a defined timeframe -- typically a few working days for like-for-like switches. You do not need to call your old provider at all unless you want to try to negotiate a better deal to stay.
OTS currently covers switches between providers using the Openreach network (such as switching from BT to Sky, or from TalkTalk to Vodafone). It also covers some switches involving altnets such as CityFibre. Coverage continues to expand as providers integrate with the OTS system.
How to get the best deal as an out-of-contract customer
Check what your current provider offers
Before switching to a competitor, check what retention deals your current provider will offer. Out-of-contract customers are the most valuable to retain -- providers often have unadvertised retention deals available only to customers who call and indicate they are considering switching. Comparing the retention deal against what a new customer would pay on the same provider's website often reveals significant gaps.
Compare alternatives
Use comparison sites and check directly with providers -- including altnets in your area such as CityFibre, Hyperoptic, Community Fibre or Toob if available. Ofcom's broadband checker at checker.ofcom.org.uk shows what types of connection are available at your address. New customer deals are typically more competitive than retention deals.
Check social tariffs
If you receive certain benefits -- Universal Credit, Pension Credit, Employment and Support Allowance or others -- you may qualify for a social tariff broadband plan. Social tariffs offer significantly discounted broadband to eligible households. Ofcom publishes the current list of available social tariffs at ofcom.org.uk/phones-and-broadband/saving-money/social-tariffs. Prices start from around 12-20 pounds per month for basic broadband, significantly below standard market rates.
Related guides
Disclaimer: This guide is for informational purposes only. Kael Tripton Ltd is not regulated by the FCA. Information sourced from Ofcom, legislation.gov.uk and GOV.UK. Verify at ofcom.org.uk.
Frequently asked questions
What happens when my broadband contract ends?
Your broadband service continues on a rolling monthly basis, but any introductory discount or promotional rate ends. You move to the provider's standard out-of-contract price, which is typically higher. Your provider must notify you 10-40 days before your contract ends and must tell you the best deals available to you.
Will I lose my broadband if my contract ends?
No. Your broadband service continues uninterrupted when your contract ends. You are not required to re-sign or take any action. However, you will pay the out-of-contract rate, which is usually higher than what new customers pay. You are free to switch or negotiate a new deal at any time.
Does my provider have to tell me my contract is ending?
Yes. Under Ofcom's General Condition C6, your provider must send you an end-of-contract notification between 10 and 40 days before your minimum term ends. The notification must include your contract end date, your new price if you do nothing, and the best deals available to you. If you remain out of contract, an annual best tariff notification is also required.
Can I switch broadband providers easily?
Yes. One Touch Switch (OTS), introduced in September 2023, allows you to switch by contacting only your new provider. The new provider manages the process and notifies your old provider. You do not need to call your old provider to cancel. OTS covers switches between Openreach-based ISPs and some altnets. There is no penalty for leaving an out-of-contract broadband arrangement.
Am I out of contract if I have been with my provider for years?
Almost certainly yes. Most broadband contracts have a minimum term of 12-24 months. If you have been with the same provider without renewing or upgrading your package, your minimum term will have ended and you are out of contract. Check your provider's account portal or call to confirm.
Can I negotiate a better deal as an out-of-contract customer?
Yes. Providers frequently offer unadvertised retention deals to out-of-contract customers who indicate they are considering switching. Calling your provider and mentioning that you are looking at alternatives often results in a better deal being offered. Compare the retention offer against new customer deals -- if the gap is significant, switching may still be the better option.
What is a social tariff and do I qualify?
Social tariffs are discounted broadband packages offered by providers to customers receiving certain benefits, including Universal Credit, Pension Credit and Employment and Support Allowance. Prices typically start around 12-20 pounds per month. Ofcom maintains a list of available social tariffs at ofcom.org.uk. If you receive qualifying benefits, you are almost certainly eligible and could save significantly on your broadband bill.
How long does switching broadband take under One Touch Switch?
Under One Touch Switch, most broadband switches complete within a few working days for like-for-like switches (same technology, different provider). More complex switches -- such as moving from FTTC to FTTP, or switching to an altnet with a separate physical connection -- may take longer due to the engineer work involved. Your new provider will confirm the expected timeline when you initiate the switch.
