- A right to exit without penalty can apply where a provider makes certain price changes to a customer's detriment.
- Whether the right applies depends on the nature of the change and the contract terms.
- Ofcom rules require providers to notify customers of contract changes that may trigger a right to exit.
- Invoking the right usually means acting within a set period after the change is notified.
- Where the right applies, the customer can leave without an early termination charge.
A right to exit without penalty can apply where a provider makes certain price changes to a customer's detriment. Providers must notify such changes, and the customer usually acts within a set period to invoke it.
Last reviewed: June 2026
What the right to exit is
The right to exit is a consumer protection that allows a customer to leave a contract without an early termination charge in certain circumstances, including where a provider makes particular changes to the contract that are to the customer's detriment, such as some price rises. The principle is that a customer should not be locked into a fixed-term contract whose terms have changed against them in a way they did not agree to. This right is an important safeguard, because it means a provider cannot impose a detrimental change and still hold the customer to the remainder of the term. Understanding when it applies, and how to use it, helps customers protect themselves.
The right is closely tied to how price rises are handled, which has been the subject of regulatory change. Whether a particular price rise triggers the right depends on its nature and how it was provided for in the contract.
What counts as a notifiable price rise
Not every price change triggers a right to exit. Where a price rise was clearly agreed as part of the contract in the manner the rules require, such as a specified increase set out in pounds and pence upfront under the newer rules, it may be part of the agreed terms rather than a change triggering exit. By contrast, a change the customer did not agree to in that way, or one to their detriment beyond the agreed terms, is more likely to be notifiable and to trigger the right. The detail depends on the contract and the nature of the change, so the key is whether the rise was part of what the customer agreed.
| Step | What happens | Timing |
|---|---|---|
| Change notified | Provider notifies a change that may trigger the right | At the point of change |
| Review the change | Customer checks if the right applies | On receiving notification |
| Invoke the right | Customer notifies wish to leave | Within the set period |
| Exit without penalty | Provider facilitates the exit | After the right is invoked |
Ofcom rules on notification
Ofcom rules require providers to notify customers of contract changes that may give rise to a right to exit. This means that where a provider makes a change that could trigger the right, it must inform the customer, including of their ability to exit without penalty where that applies. This notification is important, because it alerts the customer to the change and to their options, and it starts the period within which the customer can act. The requirement to notify ensures customers are not left unaware of a detrimental change or of their right to respond to it, which is central to making the protection effective.
How to invoke the right
Where a notifiable change triggers a right to exit, invoking it usually means notifying the provider that the customer wishes to leave, within a set period after the change is notified. The provider's notification of the change should set out the customer's options and the timescale for acting. Acting within the specified period is important, because the right is generally time-limited: a customer who does not act within the window may be treated as having accepted the change. Following the process set out in the notification, and keeping a record of the communication, ensures the right is properly invoked and the customer can leave without penalty.
The timelines involved
Timing is central to the right to exit. The right is typically available for a set period after the provider notifies the change, so the customer must act within that window to leave without penalty. The exact period is set out in the rules and the provider's notification. Acting promptly once a notifiable change is received is therefore important, as delay can mean the window closes and the change is treated as accepted. Customers who receive notification of a change that may trigger the right should check the timescale carefully and decide within it whether to invoke the right or accept the change.
What the provider must do
Where a right to exit applies, the provider must allow the customer to leave without an early termination charge. The provider's notification of the change should inform the customer of this right and how to exercise it. Once the customer invokes the right within the period, the provider should facilitate the exit without penalty. Where the customer is switching to a new provider, the One Touch Switching process may handle the move. The provider's obligations ensure that a customer entitled to exit can do so without being charged for leaving early, which is the substance of the protection.
Price rises under the new rules
The newer Ofcom rules on how in-contract price rises must be presented, in effect from early 2025, interact with the right to exit. Under these rules, in-contract rises in new contracts must be set out clearly in pounds and pence at the point of sale, so the customer knows the amount upfront. Where a rise is agreed in this way as part of the contract, it forms part of the agreed terms. The right to exit remains relevant for changes beyond what was agreed, or to the customer's detriment in ways the rules address. The two work together to protect customers from unexpected or unagreed increases.
Acting on a price rise
For a customer facing a price rise, the practical steps are to read the provider's notification carefully, check whether the rise is one that was agreed as part of the contract or one that may trigger a right to exit, and note the timescale for acting. If a right to exit applies and the customer wishes to leave, invoking it within the period, and considering switching to a better deal, secures the protection. If the rise was part of the agreed terms, the customer can still review the market and switch when out of contract. Either way, understanding the position enables an informed decision.
Protecting yourself from price rises
In summary, the right to exit allows a customer to leave a broadband contract without an early termination charge where a provider makes certain changes to their detriment, including some price rises, depending on the nature of the change and the contract terms. Providers must notify such changes, and the customer must usually act within a set period to invoke the right. The newer rules on presenting price rises in pounds and pence work alongside this protection. Reading notifications carefully and acting promptly within the window protects customers from unexpected increases.
Frequently Asked Questions
When can I cancel my broadband contract penalty-free?
A right to exit without penalty can apply where a provider makes certain changes to your detriment, including some price rises, depending on the nature of the change and the contract terms. You can also leave penalty-free when out of contract. Where a notifiable change triggers the right, you usually act within a set period after it is notified.
How do I invoke my right to exit after a price rise?
Where a notifiable change triggers the right, invoke it by notifying the provider that you wish to leave, within the set period after the change is notified. The provider's notification should set out your options and the timescale. Acting within the period and keeping a record of the communication ensures the right is properly invoked and you can leave without penalty.
How long do I have to exit after a price rise notification?
The right is typically available for a set period after the provider notifies the change, so you must act within that window to leave without penalty. The exact period is set out in the rules and the provider's notification. Acting promptly is important, as delay can mean the window closes and the change is treated as accepted.
Does the right to exit apply to all ISPs?
The right to exit arises from Ofcom rules that apply across providers, so where a provider makes a change that triggers it, the customer should be able to exit without penalty. The detail depends on the nature of the change and the contract terms, and the provider must notify changes that may give rise to the right.
Can I exit and keep my number?
Where you are leaving by switching to a new provider, the One Touch Switching process may handle the move, and a landline number can usually be kept by porting it to the new provider through a digital voice service. Confirming number handling with the new provider when arranging the switch ensures the number is carried across.
What if the price rise was agreed in my contract?
Where a rise was clearly agreed as part of the contract in the manner the rules require, such as a specified amount in pounds and pence set out upfront under the newer rules, it may be part of the agreed terms rather than a change triggering exit. In that case, you can still review the market and switch when out of contract.
