Cancelling Your Mobile Contract Early: Termination Fees & Alternatives

February 17th, 2016

If you’d like to cancel a mobile contract early, you’ll normally need to pay an early termination fee. Find out the early exit fee on each UK network.

ContractIn the UK, Pay Monthly contracts for your mobile phone will normally come with a 24-month commitment. During these 24 months, you’re tied into a contract with your mobile network provider. If you’d like to cancel the contract during this time, you’ll need to pay something called an ‘early termination fee’ (also known as an ‘early exit fee’). Typically, the early exit fee will be equivalent to paying off the remainder of your contract. In some cases, however, you’ll be able to get a small discount on it.

In this article, we’ll look at the costs of cancelling your mobile contract early. We’ll look at the fees charged by each mobile network and at the range of discounts available on your early termination fee. We’ll also look at some possible alternatives to cancelling your contract early, which can be substantially cheaper than paying an early termination fee.

Early Termination Fees: By Network

The exact fee you’ll pay for ending your contract will depend on the number of remaining months and also your mobile network provider.

BT Mobile

BTOn BT Mobile, all SIM-only plans come on a 12-month contract. If you’d like to cancel your contract during the first 12 months, you’ll need to pay an early termination fee equivalent to the following:

Your BT Mobile Plan Early Termination Fee
BT Mobile 500MB Plan £3.75 for each remaining month
BT Mobile 2GB Plan £9.75 for each remaining month
BT Mobile 6GB Plan £12.00 for each remaining month
BT Mobile 20GB Plan £16.75 for each remaining month

The good news is there’s a significant discount, particularly for customers not living in a BT Broadband house. Family SIM cards can be cancelled at any time with an obligation only to pay 30 days of line rental.

For full details about the early termination fee on BT Mobile, see clause 46 of the BT Mobile service terms:

46. You may end your service during the minimum period by giving us 30 days’ notice, but if you do so you will be subject to a charge for ending it early. You can find out how this charge is worked out at

Source: BT Mobile service terms
Tariff Information: BT Mobile Website


EEOn EE, you can cancel your contract early with an early termination fee equivalent to 96% of your remaining monthly payments. This can be seen in EE’s Pay Monthly terms and conditions. From the final page of EE’s non-standard price guide:

You can terminate your agreement with us at any time by calling customer services. Your agreement will terminate one calendar month from when we receive your call stating that you wish to terminate the agreement. You are free to change your mind and call us to restore your agreement at any time during that month’s notice period. You must pay everything you owe us if you terminate your agreement with us. If you are terminating once your existing minimum term contract has run out, you will be responsible for all charges including the price plan charges up to and including the date that your agreement terminates. If you are terminating whilst you are within your existing minimum term, a cancellation charge will apply. We calculate a cancellation charge by firstly adding together all outstanding monthly (or other periodic) monthly charges (or any other charges stated in the terms and conditions for any service) for the remainder of your minimum term. We then take off 4% of that figure to get the final charge.

It’s worth noting that your handset remains the property of EE if you cancel your contract during the first six months. This can be seen in clause 2 of EE’s network terms and conditions:

2. Equipment.
You may get Equipment from Us when you take out a Price Plan. Unless We tell you otherwise, You will only own this Equipment at the end of the first six months of the Minimum Term (see point 3.14 and 3.15 of the terms and conditions). You will be required to take all reasonable care with the Equipment and keep it in good condition as if You owned it. (See point 3.13.2).

Source: EE Pay Monthly Terms and Conditions
Tariff Information: EE Website


Giffgaff LogoOn giffgaff, there are no early termination fees as you aren’t tied in to any contracts (you can change your goodybag or cancel it at any time).

If you’ve bought a handset from the giffgaff phone store, you can continue paying for this on a separate agreement. It isn’t necessary to continue using giffgaff in order to have this handset repayment plan. The handset repayment plan is provided by RateSetter – you can read our full review of the giffgaff phone store for more information.

Source: giffgaff Website
Tariff Information: giffgaff Website

iD Mobile

iD Mobile LogoOn iD Mobile, you’ll need to pay a “contract cessation fee” if you want to exit your contract early. There’s more information on iD Mobile’s cancellations FAQ:

If you want to end your contract early at any time after 14 days, you’ll need to pay what is known as a “contract cessation fee”. To find out more please contact us on 7777 from your iD mobile or on 0333 003 7777 from any other phone (charges from landlines or other mobile networks may vary).

Source: iD Mobile Cancellation FAQs
Tariff Information: iD Mobile Website


O2On O2, you can cancel your contract early by paying the remainder of both your Airtime Plan and Device Plan. This can be seen in paragraph 3 of the summary of O2’s Pay Monthly mobile agreement:

If you want to end the Agreement during the Minimum Period or we end this Agreement as a result of your material breach, then you will have to pay a fee of no more than your Monthly Subscription Charges multiplied by the number of months left in your Minimum Period and if you’ve taken Equipment on a Device Plan, you will have to pay for it in full.

Paragraph 8.3 of the Pay Monthly agreement allows them to offer a discount to customers who cancel early. However, the general consensus from comments online is they’ll rarely offer a discount on these charges.

Source: O2 Pay Monthly Mobile Agreement
Tariff Information: O2 Website


ThreeOn Three, you’ll pay an early termination fee equivalent to 97% of your remaining monthly payments. For customers who have previously upgraded or renewed a contract on Three, the fee is discounted to 90% of your remaining monthly payments. For more information, see page 15 of Three’s Pay Monthly price guide:

Cancellation fee: Lump sum equivalent to the total of all the monthly charges still remaining during the Minimum Term of your agreement less a discount of: (i) 3% for new connecting customers who are in the first Minimum Term of their agreement with us; or (ii) 10% for existing customers that have upgraded or renewed their existing contract with us for a further, subsequent Minimum Term.

Source: Three Pay Monthly Price Guide
Tariff Information: Three Website

Virgin Mobile

Virgin MediaIf you’re a Virgin Mobile customer cancelling your contract during the minimum commitment period, you’ll need to pay off the remainder of your contract as an “early disconnection” fee.

You can cancel your contract by calling 789 on your Virgin Mobile handset. Alternatively, you can call 0345 6000 789 from any other phone.

Source: Virgin Mobile Help: How do I disconnect my services?
Tariff Information: Virgin Mobile



If you’re leaving Vodafone within the first 30 days of your contract, you may be able to take advantage of their 30-day network guarantee.

If you were to cancel your contract early after the first 30 days, you would typically need to pay 81.7% of your remaining monthly payments. This is according to reports from the Vodafone community forums:

The Early Termination Fee is the total amount of line rental outstanding for the remainder of the contract, without VAT, and less a 2% rebate. This figure will be calculated on the price prior to any discounts. You can confirm the exact figure by calling 191.

The discount on your early termination fee can vary on a customer-by-customer basis. For this reason, you should contact Vodafone Customer Services on 191 to get an exact figure.

Before cancelling, it’s worth noting that your handset remains the property of Vodafone until you’ve successfully paid the first six bills. This is stated in clause G of Vodafone’s Pay Monthly airtime agreement and charges guide:

G, Mobile equipment ownership.
When you choose a bundle, we may provide you with mobile equipment. You will only own the mobile equipment following the successful payment of your first six bills, unless we tell you otherwise (see clauses 4i and 4j). At all times you must keep your mobile equipment in a good condition (subject to normal fair wear and tear) as if you owned it. Until you own the mobile equipment, we reserve the right to charge you for any mobile equipment which is returned to us damaged.

Source: Vodafone Community Forums
Tariff Information: Vodafone Website

Alternatives to Cancelling Early

In general, it’s best to avoid cancelling your contract early. This is because of the costly early termination fees. Thankfully, you can normally avoid cancelling your contract by following one of the tips below.

Upgrading Your Handset

Moto G 3rd GenerationIf you simply want to upgrade to a newer smartphone, it’s not necessary to cancel your contract. Instead, you can buy your new handset SIM-free and unlocked (e.g. from an electronics retailers like You can buy one of the latest handsets like a Samsung Galaxy or Moto G off-contract. You’ll then be able to use your existing contract with it: just move your SIM card over and slot it inside the new handset. Depending on your new handset, it might be necessary to change the size of your SIM card.

With SIM-free smartphones, you should expect to pay a little more upfront compared to on 24-month contracts. The flipside, however, is you’ll be able to avoid a hefty early termination fee. There’s also no need to sign a new contract, and you can recycle your old handset to re-coup some of the upfront cost.

At present, our recommended SIM-free smartphone is the Moto G: it’s available for less than £150 SIM-free and unlocked. It has fantastic specifications at a reasonable price point.

Struggling From Poor Coverage

Mobile MastIf you’re struggling with poor network coverage, it’s worth talking to your mobile network operator. The reason for this is it could potentially be a temporary problem (e.g. because of an upgrade or maintenance work on your local phone mast). They may also be able to suggest a solution, or they might be able to give you a discount on your bill.

There are a couple of applications and accessories that can help you out if you’re struggling from poor coverage:

For more tips and advice, you can see our article on mobile phone coverage in the UK.

Leaving the UK

UKUnfortunately, very little can be done regarding early termination fees if you’re leaving the UK.

If you’re planning to return to the UK in the future, it might be better simply to leave your account open (so you’ll be able to use it in the future, you’ll keep your UK phone number and you won’t need to find a lump-sum for the early termination fee). Also, as the costs of using your phone in Europe are fairly reasonable, you may be able to continue using your SIM card there (EU roaming charges will also be scrapped from July 2017).

If you’re not planning to return to the UK, you could see if a friend or family member wants to take over your contract (ask your mobile phone network if they’re able to change the account owner to somebody else).

Financial Difficulties

Like a loan from your bank, your mortgage or your credit card, your mobile phone contract is a form of consumer credit. If you think you might have difficulties paying your next bill, you should contact your mobile network as quickly as possible. They should be able to offer you some alternative payment options. You can also consult the Citizens Advice Bureau and StepChange Debt for help.

If you simply cancel your contract without paying the early termination fee, your details are likely to be passed to a Debt Collection Agency. Your credit rating could also be affected by a failure to pay your early termination fees.

Going forward, you may find it useful to get a free Pay As You Go SIM card as this will give you better control over your mobile phone spending.

How To Cancel Your Contract

If you decide to cancel your contract, you’ll need to call the customer services department of your mobile network.

  • BT Mobile: Call 150 from your BT handset (or 0800 800 150 from another phone)
  • EE: Call 150 from your EE handset (or 07953 966 250 from another phone)
  • iD Mobile: Call 7777 from your iD handset (or 0333 003 7777 from another phone)
  • O2: Call 202 from your O2 handset (or 0344 809 0202 from another phone)
  • Three: Call 333 from your Three handset (or 0333 300 3333 from another phone)
  • Virgin Mobile: Call 789 from your Virgin handset (or 0345 6000 789 from another phone)
  • Vodafone: Call 191 from your Vodafone handset (or 03333 040 191 from another phone)

If you want to move your phone number to another network, you can also request a PAC Code at the same time.

Like this tip? Get the most from your mobile phone...

  • Discover brand new ways to use your mobile phone
  • Techniques to get more out of your mobile phone for less
  • Be the first to learn about new mobile technology

Enter your email to receive free regular Ken's Tech Tips:

About Ken

Ken Lo

My passion is helping people to get the most out of their mobile phone. I've been blogging at Ken's Tech Tips since 2005.

Aside from writing about mobile technology, my interests are in software development, digital marketing and physics. Outside of the blog, I work with numerous technology companies helping them to explain their product and helping them to market it to consumers. Please get in touch for more information.

Your Comments

We'd love to hear your thoughts and any questions you may have. So far, we've received 170 comments from readers. You can add your own comment here.

  1. Liz said:


    Any way of cancelling contract based on continual ignored requests to stop spamming?

    After being with O2 for more than a decade l changed to Vodafone in September 2016. Biggest regret ever. Terrible customer service, charging for unrequested services and non stop spamming.

    Have sorted the billing problems however l have asked, told and demanded they stop spamming. They promise they will but days later new garbage appears in my phone messages.

    Can l leave the company as they haven’t kept to what they agreed to do and that l informed them that l would leave they didn’t agree to stop spamming and stick to it?

    Spamming has been since September 2016

    Many thanks

    1. Ken Lo
      Ken replied:

      Hi Liz,
      Thanks for your comment. Unfortunately, I’m not a lawyer so I can’t advise you on whether this is a breach of contract (I recommend speaking to a qualified local lawyer on this instead). I’d also recommend making a formal complaint in writing to Vodafone. This should help to escalate the issue and of course, you’d then be able to discuss relevant compensation.

  2. michelle said:

    hi im currently with vodafone.
    contract finishes in dec 17.
    im currently very dissatisfied with them due to being charged for a sim i do not have. called them several times in regards to this and been told that they have sorted and once again been charged.
    im just tired of ringing being passed around from one to another.

  3. David Walker said:

    I currently have a mobile contract with Vodafone. However, due to a change of circumstances and, therefore, affordability, I need to do something to bring the costs down.
    Do you know if there are any other mobile companies out there who will take me on, be my provider and pay off my early termination fees?
    If not, I know Vodafone say there’s a usage cap on their website but it can’t be applied to my account. Should they be allowed to not cap my usage?


    1. Ken Lo
      Ken replied:

      Hi David,
      Unfortunately, I’m not aware of any provider that is currently able to pay off an early termination fee. However, with regards to changes in affordability, I’d strongly recommend discussing this directly with Vodafone. They should have a team there that will specialise in helping you out and will discuss the possible options with regards to reducing your monthly phone bill.

  4. Clare said:

    Hi Ken,

    I am currently with vodaphone I was able to upgrade from 25/11/16 and my contract ends in February. I have been offered the following contract on a I Phone 7 – 128gb.. Unlimited calls and texts and 3gb of data and they are adding premium Spotify for the duration of the contract.
    They have said I don’t have to pay for the handset on the basis that I accept a phone that has been returned by a customer within the 30 days. Is this wise or should pay the extra for a new handset.

    1. Ken Lo
      Ken replied:

      Hi Clare,
      Thanks for your comment. This is entirely up to you really & depends on whether you want to have a brand new handset. Essentially, you’re being offered a “refurbished” iPhone from Vodafone. If you don’t really mind, this saves you money upfront and possibly means you get better specifications for the same money. Personally, I’ve not had that much experience with refurbs as I’ve typically always bought handsets brand new.

  5. Marion said:

    I have called direct debit 2 months early for O2 sim card how much will I be charged

    1. Ken Lo
      Ken replied:

      Hi Marion,
      Thanks for your comment. I would strongly advise against cancelling your Direct Debit with O2, as they will simply try to recover this money from you another way. Instead, if you’d like to cancel your contract early, you can contact O2 to ask them to do this. They’ll typically charge you an early termination fee equivalent to the monthly subscription for the remaining months on your contract (so about 2x your normal monthly cost).

  6. Sandra Cameron said:

    Do I have to pay for pac number which I have not used

    1. Ken Lo
      Ken replied:

      Hi Sandra,
      You should never have to pay for a PAC Code: all mobile networks must offer it to you free of charge. However, if you’ve ended your contract before the minimum term, early exit fees will apply however you ended your contract (this would be regardless of whether you actually used your PAC Code).

  7. Lawrence said:

    Thanks for setting up such a clear guide. I couldn’t figure out Three’s termination fees, despite digging through the same files you referenced.

  8. Mark smith said:

    I upgraded early on Saturday 3Rd September 2016 nd my contract was going to finish on 23Rd of October,I was using a Sony Xperia z3 compact to a cash back HTC 10 but I changed my mind about it as to different nd on Monday 5th September went into carphone warehouse to change or cancel within the 14 day minimum period but got told I can’t do either as I’m on a cash back tariff nd as I upgraded early I can’t cancel contract but I think I should have been told that b4 they let me upgrade

  9. Aly said:

    Hi Ken,
    I had a contract with Vodaphone which I cancelled in 2005, due to bad reception. The cancellation was instructed verbally over the phone to customer services. Since that time the phone number has not been used at all, I no longer have the phone and was on a system they no longer use but Vodaphone has continued to take monthly payments from my account approx £900, without my knowledge. I should have been more diligent checking my statements but with other phone contracts in place that DD payment was overlooked.

    I have spoken to customer services over the past 4 days and spoken to 7 people who have who have been unhelpful. Vodaphone are denying that any instruction was received and as we did not cancel in writing they are prepared to offer £95 only in compensation which I have rejected.

    In 2005 was it possible to cancel by verbal instruction? If so is there anyway of proving it? And can they simply say they have no record of that instruction?


    1. L Robinson replied:

      I also cancelled via the 191 number, But still have another phone within contract so noticed Vodafone were still billing me two months later… after exhaustive calls and emails (where they claimed that cancelling does not count if you do not use a PAC code) they have cancelled the phone and given me a credit of just over £8 (against their overcharge of almost £30). Without a doubt they are a bunch of crooks and I would not recommend them to my worst enemies.

    2. Kathleen replied:

      I have the exact same issue with them .. how did you get it resolved?

    3. Wish replied:

      Hi Aly you can actually speak to your bank and request a direct debit indemnity, they should be able to refund you most if not all of the payments Vodafone have taken. You just need to tell them these payments were not authorised by you and the bank will refund the money immediately. I worked for Santander and this was the best resolution for unauthorised direct debits. Hope it helps.

  10. Danielle said:

    Hi Ken, I need urgent help and I’m so un-tech savvy!
    I have had an on going issue with vodafone for about 6 months now, unfortunately I don’t have anything in writing as I have always dealt with them by phone which has resulted in absolutely nothing despite all the promises.
    I’ll try and sum this up as best as I can. Earlier on this year (2016) I noticed that despite paying my bill there was a large outstanding balance that showed up only on my vodafone app and not on my account, when I called up to query this I was told it was outstanding charges on one of my contracts (I have 4) belonging to my mother, seeing as how she travelled to Europe a couple of months prior it made sense however I had already paid the extra charges on her bill and the outstanding balance was far too excessive for 4 days in Europe on top of what I had paid already. After my query this outstanding balance has now been added to my account. Through numerous phone calls I was able to get them to admit that it wasn’t actually charges that I had incurred and also my payment date had been changed without my knowledge or consent. Twice customer service actually went through all my bills since November 2015 to check whether what I owed and what I have paid balance out, twice it has been proven that it does. Since then I have been promised on 3 separate occasions that they will rectify the issue and get back to me and have even been told NOT to pay my bill until the issue is resolved. A few months later as of right now I’m overdue 2 months soon to be 3, my contracts have been cut off about 3 times and the outstanding balance is huge and incorrect! There is more but I just couldn’t bore you with 6 months worth of nonsense. I just want out of my contracts. 2 are up for renewal this year and the other 2 next year. Please help ASAP!

    1. Joanne replied:

      I’ve been having trouble with Vodafone since March when they disconnected my mobile number for another number on my account, they charged me over £500 for the pivelage. They haven’t responded to my complaint letters, I finally got the £500 taken off my account a few weeks but still had four different people telling me I owed different amounts of money. I paid the bill that I thought it should be and my account now debt free but Vodafone are blocking my number up to twice a day. I don’t expect your problem to be sorted any time soon. You need to contact the ombudsman.

  11. Niamh said:

    I am signed up to a 24-Month contract with Vodafone, Ireland (Since Feb 2015). When i called in Nov 2015 to dispute a bill i had received i asked what my contract expiration date would be (i genuinley couldn’t remember when i had purchased the phone) , i was told it would be Feb 2016… I called again in Feb to find out exactly which day my contract would end and was told i was contracted with Vodafone until August 2016. I accepted that a mistake was made and said i would call back in Aug. Since then i have been having issues with my bill and have had to call Vodafone Customer care multiple times. During the most recent phone conversation i had, i was told my contract would not expire until Feb 2017. Now i understand that errors can be made, but i feel Vodafone should honor the information that i was given, on 2 separate occasions, however they are stating that they will NOT honor this, can i do anything about it?

    1. Trisha Horlock replied:

      Hi’ I have been a Vodafone customer for many years and have had several problems. I cancelled my mother’s phone over a year ago and had to cancel it 3 more times before it was finally done. Didn’t get a full refund on tariff but after hours on the phone and in the shop, the shop said they would refund £50 as a goodwill gesture which will come off the next bill. The next saga was on a sim only contract and the tariff was reduced. The bill stayed the same. I rang them and was told this would be done whilst I was on the phone and to switch the phone on and off at midnight and the new tariff would be in force. This was done and the phone had no network coverage. It took 2 1/2 hours on live chat and various reasons were given as to why the phone did not work. For example the sim card did not exist. This had been put in at a Vodafone shop approximately a year ago. When I said I would cancel the problem was sorted immediately. On 25th August I took my son’s Samsung S6 in for repair. He had had the phone since December 20l5 but didn’t start using it until July 16th. He was really pleased with the phone and then the microphone developed a fault plus the back light didn’t work. When I rang the repair centre they stated that the phone had water damage so would have to go through his mobile phone insurance. My son has not got his phone wet but we were told water damage can occur from getting out of an air conditioned car into hot weather or taking the phone in the bathroom. This seems to be a cop out. They said this had occurred over a long period of time. I asked what a long period of time was as he had only been using his phone since 16th July and they could not give me an answer. We were not happy but agreed to pay the £50 excess and they said that they would ahead with the repairs. Approximately a week later I got an e mail telling me it was ready for collection. I went to collect the phone only to find out it had not been repaired. Lack of communication between the repair centre and the insurance. The shop apologised and said they would send it back to the repair centre and it would take 3 to 5 working days. We didn’t hear anything so on 23rd September I rang Vodafone and was told that the phone could not be repaired so they said they would send a new S6 but at present they were not in stock. They would contact us when they were in stock. My son wanted to upgrade his contract to a S7 and pay something up front and possibly increased monthly payment. They said he could not do this unless he paid off the rest of his contract. After hearing nothing I contacted them today and said he would accept an S6 when they were in stock. They were in stock but had omitted to inform me. The new Samsung S6 will arrive tomorrow but we had no choice of colour. What I really want to find out is if we buy out the contract can we legally keep the phone. I have read that after 6 months of the contract the phone is legally owned by us. Want I don’t know is does this change if a new phone has been supplied through an insurance claim.

  12. Charlotte said:

    Not sure if you can help me here. I have emigrated to New Zealand but I still have just under a year to go on my UK mobile phone contract but have decided to pay the balance and am currently using the phone here in NZ. I feel the mobile company are really messing me about and I am having to keep my bank account in the UK open so they can eventually take the remaining balance out. What would happen if I just cancelled the direct debit? This is theoretical of course.

    1. Ken Lo
      Ken replied:

      Hi Charlotte,
      Even if you were to cancel the Direct Debit, you’d still be liable to pay the charges on your contract. It’s worth asking your network as there might be an alternative way of paying as opposed to using a UK bank account e.g. you might be able to pay with a credit or debit card, or you might be able to set up a Direct Debit on your friend’s account (with their permission of course). Alternatively, you could pay it off in one go through an early termination fee. If you were to simply stop paying the charges without paying the early termination fee, it’s likely that your mobile network would pass your details on to a Debt Collection Agency.
      Hope this helps,

  13. Jane said:

    I signed up for a Vodafone contract in March 16. I have not had mobile data since April 13th, 2016. Despite hours on the phone and letters of complaint, they have still not sorted it. This week I got my PAC code and transferred to O2. My phone now works. I have to cancel and sort out the Vodafone side. They are chasing me for payment … I haven’t paid anything yet as they set up my direct debit wrong. I said I shouldn’t have to pay a termination fee as I have not had a sevice but they said I have to pay the remainder of my contract as as long as I have had phone and text then mobile data is just additional?? How can that be when you can pay varying amounts based on how much data you want. I have a text agreeing to recompense me for a SIM card that I had to purchase whilst on holiday in USA. I’ve also been charged for world traveller when it didn’t actually work! So stressful, I can’t get anywhere on the phone with explaining it anymore, too many variables of who owes who and they’re not interested.

  14. Lydia said:

    Hi Ken
    I am currently in a contract with ID Mobile for my son and 1 year into the contract my son has damaged his phone. I contact ID and they advise they cannot help. ID then change the mobile number without my knowing. I also can no longer get into my ID Mobile account on line. When I try to re-register the account, the app advises not a valid number. I contact ID and advise not able to get into my account and that the number has been changed without my consent. ID advise that it will take 3-5 days to investigate. In the meantime they ring me to advise that I can have another premium number, but my concern is not the number but the security of the account. 4 days in no reason back from ID on what has happened and ID seem incapable of ringing back on the number provided. Am I able to cancel the contract with them without me paying an early cancellation fee or will I be held liable.

    1. Ken Lo
      Ken replied:

      Hi Lydia,
      Sorry to hear about the problems you’re experiencing with iD Mobile. Any ideas how the phone number was changed on your account without consent? Was this a security failing on the part of iD Mobile? Either way, you’ll unfortunately need to resolve this problem directly with iD Mobile (essentially you can ask them for a penalty-free cancellation and then it’s just whether they decide to give one to you).

  15. Emma said:

    I have a Samsung Galaxy S6 – 1 year old and in perfect condition. I have been given a new phone as part of my job so no longer need my Samsung. What are my options? I still have 1 year left on my current phone.

    1. Ken Lo
      Ken replied:

      Hi Emma,
      Thanks for your comment. Unfortunately, as you’re tied in to a 24-month contract, there’s not much you’re able to do with regards to the contract. You can possibly cancel it early but you’ll still need to pay an early termination fee for the remaining 12 months. If you choose to do this, consider selling or recycling your Galaxy S6 to get some money which might cover your early termination fee. Alternatively, is there any other way you could utilise the contract? For instance, is there a trusted family member who might find it useful and who might be willing to pay the remainder of the contract? If so, you could amend the Direct Debit so the money is coming out of their bank account instead.

  16. jovita said:

    Hello,i’ve got a contract with id mobile for 24 months. I’ve signed just over 30 days ago. I would like to cancel it. Will there be any charges? Contract is £5 a month and the phone price was only £65?

    1. Ken Lo
      Ken replied:

      Hi Jovita,
      Thanks for your comment. Unfortunately, there is likely to be an early termination fee as you’ve probably passed the cooling off period for your iD Mobile contract. For a definitive answer on how much it would cost to end your contract early, I’d recommend calling iD Mobile on 7777.
      Hope this helps,

  17. Costin said:

    Ok here is the deal, I made a contract with an s7 edge with Vodafone 3 days ago…I recently discovered something better somewhere else, is it possible to cancel the contract and return the phone without any early cancellation fees?

    1. Ken Lo
      Ken replied:

      Hi Costin,
      Thanks for your comment. I think you’ll probably be covered by Vodafone’s 30-day guarantee: might be worth exploring that and seeing if you can return the handset.
      Hope this helps,

  18. Steve said:

    I am at my wits end with vodafone. Last year I became Red Leader for me, wife and sons phone.
    In the first 7 months of this new contract i required additional mobile data on a temporary basis after moving home (no wifi installation) i had to go on a higher tariff for the remainder of the 2 years to get this temporary fix of data.
    Later they cut off my wife’s phone. After an hour and half on the phone i found out it was due to me not paying a bill (even though i had direct debit set up). I was told that it was because they had changed system and my direct debit details had not transferred over – theres a lot more but i won’t bore you anymore.
    I have since written 3 letters of complaint all of which have been ignored, even though one was signed for.
    I have asked for a Deadlock Letter but its difficult as they say that have not received my complaint. I am now in the hands of the mediation department, or something ridiculous like that, who will be phoning me back.
    I have no confidence in Vodafone managing my account and if have concerns in the future being able to deal with them. I have asked to leave without fee but it is unlikely they will grant me this – what can i expect in terms of some sort of settlement? Reduced tariff or shall i progress to the Ombudsman?

    1. Robert replied:

      Steve, I am having exactly the same issues as you are having. I’ve also been ignored by Customer Services when I have asked for a Manager, the Resolution team were told that £20 compensation for cutting my three numbers off 3 times due to their mistake (Once leaving my 10 year old stranded in town) was not acceptable. I suggested a heavily discounted contract for my son for a year and was told no.

      Was then told the Deadlock team would contact me and they didn’t either so I have written them my 30 day cancellation letter which stipulates that Under the T&Cs Clause 11b, I am terminating the agreement without any financial detriment to myself due to Vodafone cancelling the service 3 times without any prior warning and through no fault of my own. Here is Clause 11b:

      You may end this agreement by writing to us if:

      we don’t do something fundamental that we should have done under this agreement (for example, if there is a complete failure of the entire UK network for seven days in a row due to something we have done), within seven days of you asking us in writing;
      we tell you that there will be an increase in the plan charge (calculated before the addition of VAT or other levy) and you write to us within one month of us telling you about the increase;
      we change this agreement to your material detriment. This includes (i) increasing charges in the UK (calculated before the addition of VAT or other levy) which has the effect of increasing your total charges (based on your usage in any of your last 3 bills) by more than 10% when compared with the charges 12 months prior to the increase; or (ii) changing or withdrawing services. We will tell you if this is the case. You need to write to us within one month of us telling you about the change, withdrawal or increase. This does not apply if this is a change to or withdrawal of third party services not included in your plan, which we and you can cancel (or stop using) without ending this agreement.

  19. Chris said:

    Hi, I’m currently with Vodafone and have had problems with signal for months. After trying to get my issue resolved repeatedly and getting nowhere with little help there end. In the end I was told by an agent online I could have free cancelination. I’m now being told that this information was incorrect and trying to charge me over €700 to cancel. Where do I stand?

  20. timothy said:

    Hi ken, you seem to know what your talking about, if a mobile phone company (vodafone) want to be paid for the contract i have with them, would you say that sucessfully taking a payment is something fundamental that vodafone should do? As under there contract i can cancel without any financial penalty to myself if this is the case, yet when ive comtacted them they refuse, what would you suggest be my next course of action.

    1. timothy replied:

      I should add ive made 2 payments that they didnt process, but when i spoke to my bank they said the payments were authorised and in holding waiting for vodafone to claim for 14 days before being returned to my avaliable balance.

  21. Ellie said:

    Hi there, I am looking for some advise on cancelling my Vodafone contract. The reason I want to cancel is that they haven’t been reliable and are messing me around. I was first in touch with Vodafone on the 11th march in order to transfer ownership of the account. Everything was done correctly and was told it would be done automatically in 7 days. I waited the 7 days (and a few) i got back in touch and was told there was a glitch and the transfer didn’t go through and would have to wait another 7 days. I waited the amount of time they said, got back in touch and was told it had still not been done. At this point I told them I am not happy to wait another 7 days and wanted it done ASAP, I was told it would be done within 48 hours, which it was NOT. I have further been in touch with Vodafone to be told that the transfer would be done on the 6th April. I notified Vodafone that if the transfer was not done at this time I would be ringing to cancel my contract. I haven’t been notified that the transfer has taken place and I think it still hasn’t. I no longer want anything to do with Vodafone if this is the case as I have nearly waited a month for this to be done. My contract isn’t up until March 2017, I am just wondering if i would have to pay fees to cancel. My argument is that Vodafone has not given the service that they should have, that is being paid for each month. If you could help in any way that would be great.

  22. Ralph said:

    Hi Ken, I’m in a contract with Vodafone and included is an Entertainment Pack (Spotify Premium) which is supposed to be free. They repeatedly charge me for this service each month and every time I contact them to bring it up they just say “yes sorry we’ll sort it for next time”, then by the time the next bill comes through I’ve been charged again and nothing gets sorted! Is this a breach of contract? I’m getting fed up with it and would rather just leave the contract now.
    Any advice would be much appreciated, many thanks in advance!
    Kind Regards, Ralph.

    1. Ken Lo
      Ken replied:

      Hi Ralph,
      Thanks for your comment. Unfortunately, I can’t provide any legal advice – I would however recommend you make a formal complaint here in writing to Vodafone. This should help to escalate the issue and will hopefully get it resolved more quickly.

      1. Ralph replied:

        Thanks for your assistance Ken much appreciated.

        1. Jimmy replied:

          Hi Ralph,

          Did you hear back from Vodafone about this? I am having the exact same issue and have had enough and want to leave, they tell me the same thing every month and nothing ever happens.

          Thanks in advance

    2. james soutan replied:

      i am having the same problem for the past 3 years now. vodaphone will not give me spotify for me and charge me every month. ive threatened to leave but was told i would have to pay charges. if you get anywhere please let me know
      thanks jamie

  23. Mark said:

    I have currently had no service for the past 48 hours with Vodafone, they admit it is an issue on their side but I can’t see any signs of a resolution soon and really need my handset working for work purposes. Where do I stand? Can I cancel early for free? What options do I have?

    1. Ken Lo
      Ken replied:

      Hi Mark,
      Thanks for your comment. Unfortunately, I don’t think you’re entitled to a free cancellation, but it is always worth asking in case one might be granted. I recommend you make an official complaint in writing in Vodafone and see what they come back with in regards to your question.

  24. ashley said:

    I rang up vodafone about my early upgrade fee an advisor informed me i could upgrade that day with no charge I followed this up the day after to find that this was false information, and thwt my upgrade date is september. I’ve been in dispute with vodafone as I’m lead to believe that they have to warrant me this upgrade, they have listened to the recording of the advisor telling me incorrect information, but said they won’t warrant this upgrade. Surely by law they should have too?

  25. Georgie said:

    My grandad has been with 3 for many years now, despite us telling him every year not to renew his contract with them. For the past two weeks he has had no service on his mobile phone. He relies heavily on it as he does not have a landline or wifi in his home. He wants to opt out of his contract without having to pay a fee as he has had issues like this for years and there must be some kind of contract breach as he has been without signal for such a long period of time. 3 will not accept his argument so is there anything else we can do?

    1. Ken Lo
      Ken replied:

      Hi Georgie,
      Thanks for your comment. Unfortunately, I don’t think Three has breached their contract. For this reason, it’s probably unlikely they’ll grant you an fee-free exit (instead, they’ll probably suggest you use something like the inTouch application to make and receive phone calls). Saying this, it’s probably worth making an official complaint anyway, as they might decide to offer you some kind of discount.
      Sorry I couldn’t be more helpful,

  26. Dean said:

    Hi, i contacted vodafone to end my contract early and i have 3 months left of the contract, however they said that it would be £63 to end yet i pay £21 a month for the phone so how does that work

    1. Ken Lo
      Ken replied:

      Hi Dean,
      Thanks for your comment. If your contract is £21/month and there are 3 months remaining until the end, then your early termination fee will normally be somewhere in the region of 3 x £21 = £63. Let me know if something doesn’t make sense?

  27. Marcia said:

    Hi Ken I wonder if you could advise. I am on a 12 mth sim only deal with Vodafone and can upgrade from March 9th 2016. However they have another great deal on at the moment that ends March 3rd and I would like to terminate existing contract and start this one in the next few days. Do you think they’ll charge me early exit fees with less than 2 weeks left on existing contract? Thanks

    1. Ken Lo
      Ken replied:

      Hi Marcia,
      Thanks for your comment. The best thing to do is to contact Vodafone customer services on 191. If you’re upgrading to a new plan on their network, they might choose to waive your early termination fee.

      1. Marcia replied:

        Thanks Ken. I did call them and was able to upgrade with no fees. Apparently certain teams have the ability to rollback upgrade dates, mine now says March 2015 😉 It turns out I couldn’t use my employee discount (VEA) with the sim only package I wanted and it therefore worked out cheaper for me to upgrade with a phone. Am currently a happy bunny 😉

  28. Roy said:

    I phoned Vodafone in January and told them I wanted the buy out my contract. The agreement was due to end in March and they gave me a figure of £28 to cancel the contract. I went ahead and told them I wanted to leave and got a code to take my number with me.

    However today I got a text saying my next bill is £93.18. I spoke to them and they said they will re-calculate the bill and I will receive another text when it is done.

    I can’t understand why it would cost £93.18 to end terminate a contract early — in January — that was due in March??

    1. Chloe gosman replied:

      I am with Vodafone too. Had my phone 2 months and I want to cancel my contact due to having more important things to pay and my phone bill is always higher then expected yet I never go over on texts data or calls?
      How can I cancel my contract?

  29. Jason collis said:

    in September 2015 I took a second line on my contract for my partner at the time the sales rep said she had spoke to her manager and they could give me free insurance for the duration of my contract, it has come to light now January 2016 that they have been charging me for insurance £9.99 a month, when I explained I was told free insurance they basically called me a liar and said I agreed to pay £7.49 a month and they would reimburse me £2.49 a month from September to which I said not good enough I have been paying for something I never asked for or agreed to pay eventually they agreed to pay back £49.98 and give me £20 off my next bill, so I’m looking into them waiving my early termination fee any help appreciated thanks

  30. Stephen said:

    I had a 2 year contract with EE, it ran out and I extended it for 12 months sim only. Now have 7 weeks to run and EE want to charge me the full amount to exit early. No cost to them, phone paid for under original contract. Doesn’t seem fair, can they do it?

    1. Ken Lo
      Ken replied:

      Hi Stephen,
      Thanks for your comment. They should only be charging you an early termination fee based on the remaining number of months. It might be worth asking them to provide you with a breakdown of the calculations?

  31. Lucy norton said:

    I’m with Tesco and have 11/12 months left in my contract and as an upgrade got quoted 209. However I have had numerous problems with them and handsets. With the contract I took out an HTC One m8 even though my phone said I had full signal and 4g I wasn’t receiving calls or texts etc so thy replaced the handset with an m9 that will never reach 100% charge. It had said that it will take 13 hrs from 20% to 100 the one time. Where do you think I stand?

  32. Ravindra said:

    I had 24 months contract with vodafone. I terminated after a tel call to vodafone 4 days early. They have charged me £159.18
    Is this correct?

    1. Ken Lo
      Ken replied:

      Hi Ravindra,
      Thanks for your comment. I’m not quite sure why you received such a large termination fee from Vodafone. Did they give you any kind of breakdown on how the charges were calculated? Ending your contract 4 days early should only give you a fairly small charge (typically less than £5).

      1. Ravindra replied:

        Thank you Ken for your reply. They have not given any breakdown. I cannot access online as I have closed the account. Over the telephone takes a long time. Just cant solve the problem.
        What would happen if I close the direct debit so that they don’t take the money and will come back to us?
        Thank you,

        1. Ken Lo
          Ken replied:

          Hi Ravindra,
          Unfortunately, the only way of getting an explanation will probably be over the phone from Vodafone. Sorry I can’t be of any more help, as you can imagine, this is an account-specific querie! With regards to payment, I’d highly recommend against cancelling your Direct Debit instruction. All this is likely to achieve is a late payment demand from Vodafone along with possible implications to your credit score, etc. This is really something that’s best resolved directly with Vodafone.
          Sorry again,

        2. Alan replied:

          I just wonder how they sorted out this for you. I got a same issue with Vodafone. I had 24 months contract with vodafone. I terminated 5 days early. They have charged me £78.58. I called vodafone twice and they accepted this was wrong. However, I got a call today to ask me to pay £78.58 again!

          Thank you,


      2. Alice replied:

        Vodafone is just USELESS.
        They sold me a faulty phone, then said I couldn’t have a replacement so it was sent away for repair. Now it’s come back & it’s locked to Vodafone & it can’t be unlocked. This has taken TWO MONTHS just to get this far & I still don’t have a phone to use! As I do not want to go with a Vodafone sim.
        Also I cancelled my old Vodafone contract back in August 2015. They did not cancel it, I was sent a bill in September. I then cancelled it AGAIN & was told it was done. It was not done, I received another bill in December. I cancelled it AGAIN. I got another bill & a letter from the DEBT COLLECTORS in January which is when I said ENOUGH. I cancelled it again & all of the unpaid bills that I apparently owed were scrapped.
        It’s just one thing after another with Vodafone. The customer service is terrible. They just pass you from one person to the next without passing along any information so you end up repeating yourself over & over.
        I dare to think how many hours myself & my partner have spent on the online chat, on the phone & in store talking to the Vodafone staff! Not to mention the phone bill my partner got for phoning Vodafone from his phone……
        All Vodafone care about it money. As long as they’re making money, nothing matters to them. Now my only options left are to either just use a Vodafone sim in the faulty phone they sold me or to sell / bin the phone! But then I will be losing £75 for the phone & also the extra money I spent to unlock it.
        My one last option would be to take them to court. I don’t particularly want to do that but if it comes to it then so be it.
        DO NOT USE VODAFONE!!!!!!!!!!!!!!!!!!!!!!!!!!!!

        1. Kim replied:

          Wish I had never used Vodafone. Really hope yours gets sorted.

    2. wayne howes replied:

      vodafone are a disgrace. question everything they do. they’re terminating my contract after 9 months after account in disrepair and have the cheek to say there will BE DISCONNECTION FEE TO ME!!! DO NOT TRUST EM, WORST PHONE COMPANY CUSTOMER SERVICE EVER..

      1. Shabana Carlton replied:

        Gosh, so interesting to see this forum. I too like many, are having problems with Vodafone on various levels over the last year. Too many to bore you with, but now leaving them. I would agree with you all VODAFONE is just so poor in maintaining customers. More than ten years as a business customer, but shocking to read all this and relate to my own experiences. Good luck all. Not sure if the other providers are better but if your at the bottom of the ladder there can only be one way…up!

  33. Lyndon said:

    Hi Ken
    I have just completed a 24 month contract with Three for tarrif and phone. I contacted them to change my contract to a “sim only” package as I was happy to keep using my existing phone. I was quoted some prices of different tarriffs and decided on a package for me. However, after about 4 or 5 days I decided that I could get a much better deal, with a new phone included, so phoned Three to cancel this new contract andtold them that I would be looking into a different package with phone but wanted a bit of time to shop around.
    To cut a very long story short…After numerous phone calls to Three I have been issued with a debt collectors notice for 2 months contract £45.57 plus a cancellation fee of £153.00. According to them they have no record of my phone call cancelling the sim only contract and have said that my phone had been used during the “cancelled”period of 1 phone call and 3 text messages! I have phoned them half a dozen times with no resolution to this situation. I have conceded to pay the first month of the contract as I guess I had used it sparingly for a few days. But I don’t feel I should be made to pay the second month and a cancellation fee as I had wished the contract cancelled within the 10 day period. Thanks for your attention and any advice would be very much welcome

    1. Alison replied:

      Hi might be veering off the subject slightly but hope you can help. I rang vodafone to cancel my contract in august for a better deal. Ended up getting talked into staying with them for same deal and free handset. Then received invoices through post of £150 for cost of handset. Called straight away and was reassured this would not come out of my bank and was their mistake. I have been chasing a refund almost weekly since September and have still not had a refund. Each time I speak to someone they blame previous person for filling something in wrong. I have logged an official complaint with them. Code of practice states they will deal with complaints within 5 days and keep customers updated. Not once have they called me. I’m getting to end of my tether and don’t know what to do. Is there any way I can get out of my contract? In my eyes they have breached the contract I entered into with them.

  34. katie said:

    Hi ken, my boyfriend recently got a contract in my name and bank due to to credit scores. he now cant afford the contract anymore, he got the iphone 6 £65 a month for 24 months, this will be the 3rd month of the contract, I cannot afford to pay it either, nor the £1365 termination fee. what should I do? what exactly happens if I just stop paying it, what will the collection agencies do? thanks in advance!

    1. Ken Lo
      Ken replied:

      Hi Katie,
      So sorry to hear about the situation. Unfortunately, I can’t give you any detailed advice about this – your best bet would probably be to contact the Citizens Advice Bureau.
      Sorry I can’t be of any help,

  35. Rose said:


    I just got home and received a bill statement regarding the three mobile wi-fi which I was told was a “free gift” when I signed up with a 24 months contract with three. I do not need the gadget as I already purchased an all-you-can eat data plan. I do not wish to be paying an additional 9 pounds monthly over my already expensive plan.

    I need advise on how to cancel or revert this part of my plan package.

    thank you

    1. Ken Lo
      Ken replied:

      Hi Rose,
      Thanks for your comment. In the first instance, I’d strongly recommend calling Three Customer Services on 333 to talk about this (you should explain that it wasn’t quite clear there’d be an additional charge for this mobile wi-fi service).

    2. Anju replied:

      This happened to me as well. I was not aware that I have to pay an extra for mobile wifi until I received a bill from them as I was told this was a free gift from them .
      I called 3 to cancel the mobile wifi but there are not agreeing with me !

      I have’nt even opened the device from package .
      How did you solve this problem … Suggestions?

  36. Chris said:

    Hi I have had issues with Vodafone with my bills I am only 3 months into my contract and they have overcharged me on my first 2 bills and waiting on 3rd. it took my 37 calls to Vodafone in 2 weeks to get my first bill sorted, then another 15 calls to sort out my 2nd bill. they have promised me one thing and just done another. I feel as if once u have a contract with Vodafone they don’t care as they know u have to pay them. when I call in to talk to them I do security questions then I am transferred, after 1hr 30 mins they just hang up on me is there anything I can do about this

    1. ian horn replied:

      Hi have just received an £85 bill from vodafone for calls I never made! Terrible company, awful!

  37. Gemma said:

    I upgraded my phone contract on 5th Nov £44 a month (I actually pay £35 with a discount). I have not been able to receive incoming calls since I changed over (2 weeks ago!). I have made several calls to Vodafone to try and resolve this and so far nothing – They sent me a new SIM to try and it doesn’t work either. I have no idea what I can do next as when I call them it is a different person every time – I am at the end of my tether with it all.

    Where do I stand with regards to cancellation/complaining? cost etc? If I cancel can I take my number with me etc?

    As part of my deal – I didn’t pay for the handset as I agreed to send them my old phone as exchange (£130).

    Thank you!

  38. Jordan said:


    I have had the worst experience with Vodafone. Firstly Vodafone have messed up my bundle on my contract leaving me without data for a whole month so no internet access whatsoever. After countless phone calls and live chats nothing happened no one wanted to help. I was told I would have to pay for a replacement sim which I begrudgingly agreed to. Four days later no sim, called and Vodafone informed me they cancelled the sim order. No help useless staff and many hours of waiting on hold or speaking to staff that did not want to help has left me thinking I hate Vodafone and want to leave. Has Vodafone breached the contract? Who do I speak to?


    1. Ken Lo
      Ken replied:

      Hi Jordan,
      Sorry to hear about all the problems you’re experiencing on Vodafone. In the first case, I would make a formal written complaint here to Vodafone. This will escalate the issue and you should be given someone who manages the complaint. From there, you can discuss the possible options with regards to your account.

  39. Elle said:

    Hi I’ve just phoned three and cancelled my contract 13 months early and are charging me nearly £400 but problem is I’ve only cancelled because I haven’t had service for the past 2 months. Every week I phone and every week they tell me the same there’s a problem with one of the masts. So after 8 weeks of not being able to make or receive calls I have cancelled my contract. Can you tell me where I stand or who I need to contact about not paying the fee as three didn’t seem to understand as why I shouldn’t be charged!!!??

    1. Ken Lo
      Ken replied:

      Hi Elle,
      Thanks for your comment. Unfortunately, I can’t advise you with a definitive answer in this situation. This is because it really depends on two things:
      1) whether Three offers you a free cancellation as a matter of goodwill
      2) whether Three has breached the terms and conditions you signed up to with the contract
      For #2, you would probably need to consult a lawyer or the Citizens Advice Bureau for advice with the contract.
      Sorry I couldn’t be more helpful here!

    2. Ikra replied:

      Im having the same as problem. What did you do in the end? I am no way Paying a fee for no fault of mine . Greedy suckers!

  40. Shabnam said:

    I’ve had loads of bother with Vodafone and they’ve agreed to cancel my contract without any termination charges, however they will be sending a courier to pick up the phones and simple cards. We have approx a year left til the end of the contract. Because we’ve already paid for a year should we be getting a partial refund as we’ve paid for part of the phone? Or is the phone their property as we never finished paying the contract? Thanks in advance.

    1. Ken Lo
      Ken replied:

      Hi Shabnam,
      Thanks for your comment. I’m not quite sure what your exact arrangement with Vodafone is (e.g. are they simply putting an end to your contract without any termination fees?). Typically, the phone is actually your property as soon as you get it so there shouldn’t be any need to return it to Vodafone. Saying that, I’m not aware of the exact details of your cancellation (it might be, for instance, they’re cancelling your contract and you returning the phone acts as a psuedo early termination fee).

  41. Jack E said:

    Hi Ken,

    My 3 contract expires on 27/10/2015, I informed them I wish to cancel on 21/10/15. On the same day I have taken out a contract with Vodafone and provided them with my PAC (although my number is yet to change). I’ve had second thoughts and wish to cancel Vodafone within the 14 day cooling off period and remain with 3. Having just spoken to 3 they said I can cancel my cancellation and upgrade with them. If/once my PAC updates with Vodafone will this cancel my 3 contract and if it happens before the 27/10 will I incur an early termination?

    Any advise would be appreciated.


    1. Ken Lo
      Ken replied:

      Hi Jack,
      Thanks for your comment. My advise would be to call Vodafone as quickly as you can and to make sure the phone number isn’t ported in. As long as the PAC Code isn’t actioned by Vodafone, your account on Three will remain open as before and you shouldn’t incur any early termination fees.
      Hope this helps,

  42. Michael Parsons said:

    Hi Ken can u help I’m terminating contract with Vodafone. there is 19months left. my ex has could me it is gonna cost me £896 to sort out, is this right or is she trying to rip me off ?

    1. Ken Lo
      Ken replied:

      Hi Michael,
      Thanks for your comment. If you want an official & authoritative answer, I recommend calling Vodafone directly to get the details of how they calculated the charges. I can however give you a rough calculation: if your contract is around £47/month with 19 months remaining, then you can expect to pay £893 as an early termination fee.

  43. Degason said:

    I have recently taken up contract with Vodafone on iPhone 6
    The story is like this.
    Vodafone agent kept calling me to take up contract for over two month because I was on “pay as you go” until I gave in. I told them I can only take contract of Samsung Galaxy s6 edge which goes at £44 monthly pay and they told me they could not give me my choice because it was out of stock and two my credit record was short.
    I told them I don’t like iPhone but they continued to persuade me and kept fowarding my conversation to the managers.
    After accepting, they first brought for me used iPhone 6 without the charger and the headphone and I had to complain and they replaced.
    Now what hurts me most are the functionality of the iPhone, it does not satisfy my interest and I had clearly told them I do not like iPhone. Further more Samsung Galaxy s6 edge goes at £44 per month and they are charging me £45.5 per month and extra £ 5 monthly to activate international calls and charge the international calls seperetely.
    I am stressed up and I would like to terminate the contract.
    Help me how to go about this, because I do not want to pay any money because they have messed me up.

    1. Ken Lo
      Ken replied:

      Hi there,
      Thanks for your comment. How long have you had the iPhone from Vodafone? If it’s less than 14 days, you have the right to cancel your contract and return the device. See this page on the Vodafone website for more information. If you’d had it for more than 14 days, your only option is probably to make a complaint against mis-selling. You can lodge a complaint by following the instructions here.
      Best wishes,

      1. Degason replied:

        Thanks Ken
        I am lodging up a complaint following this vital peace of advise you have given me.
        My regards

  44. Christabel said:


    Just some advice for a friend. Her contract with Vodafone is up, as of the 15th October. She doesn’t plan on staying with them, due to network coverage. She is now with another network. She phoned them, 30 days prior to her contract ending, to stay she wouldn’t be renewing. Which Vodafone t&c’s intructed her to do, if she wasn’t planning on staying. She said the man on the phone, was very helpful, gave her a pac number etc However, she has received in the post, a bill for £60 for early termination fee? Any idea as to why this is, as her contracted is now ended?


    1. Ken Lo
      Ken replied:

      Hi Christabel,
      Thanks for your comment. Without knowing all of the details, unfortunately I wouldn’t be able to tell you how the bill is calculated. The best thing for her to do is to give Vodafone a call on 191: they should explain how the charges are calculated. You can then query the charges, if it might be applicable.

      1. Christabel replied:

        Thanks for answering. It was a bit of a confusing message. She has tried to ring Vodafone, it took her 40 mins to get through, then they cut her off! I think she is going o go to a Vodafone store. Hopefully she’ll get it sorted out.


  45. jan said:

    Hi I like to know If i have paid off early termination fee should vodafone network by law unlock my iPhone for free ?
    Thanks Jan

    1. Ken Lo
      Ken replied:

      Hi Jan,
      Thanks for your comment. Unfortunately, in the UK, there’s no legal requirement for your mobile network to unlock your handset. For more information, I recommend having a look at my in-depth article on unlocking your iPhone.

  46. Gary said:

    Great website! I found it today while looking for information on Vodafone early termination fee.

    My contract with them ends 23rd of this month, but I spoke to them several times about upgrades and leavibg but never told of any fee….

    I found a better deal on o2 so requested a PAC code from them which activated last week. Today, an invoice, just an invoice comes through my door for £196!!! Marked as early termination fee. My monthly contract was 21.50 a month.

    Just speaking to them on live chat they said I won’t have to pay this and my final bill in a few weeks will correct this.

    Have you heard of this happening, and is this really how they conduct their business by sending out such invoices prior to final bills? I’m afraid they are going to debit this out of my account shortly, and I can’t figure out how they got to this figure!!

    1. Ken Lo
      Ken replied:

      Hi Gary,
      Thanks for your comment. Likewise, I’m really confused on how Vodafone came to this figure (the £196 early termination fee equates to approximately 9 months usage). As you’ve done already, it’s worth following this up with the billing team and getting the statements they make down in writing.

  47. Mary Parmar said:

    I have a Vodafone hub. All I use it for is my Internet shopping. But in the last year it has let me down 3 times.I have had the hub changed but again it is not working.It broke down in June, August and again now.I asked to cancel but they want to charge me a fee as the contract does not end till next year.But it is not working and not fit for purpos why should I pay for something that is not working .They are taking payment and I don’t have any Internet service.
    What can I do

    1. Ken Lo
      Ken replied:

      Hi Mary,
      Thanks for your comment. Could you please clarify which product you currently have from Vodafone? I assume this is mobile broadband or is it something else?

  48. Ryan said:

    My contract with Three ends on the 15/11/2015. They require 30 days notice so today I rang them on 333 to tell them I would be leaving.

    They send me a PAC text today (13/10/2015) which expires after 30 days, so it will expire on the 11/11/2015 – 4 days before my contract ends.

    I wish to change network but keep my number, so how should I go about doing so with the above information? I do not wish to pay a contract cancellation fee.

    1. Ken Lo
      Ken replied:

      Hi Ryan,
      Thanks for your comment. You’ll need to continue paying your contract with Three until the 15th November 2015. If you’d like to minimise the overlap between your old and new contracts, you could take out the new contract in early November. You can then move the number over in the middle of November (e.g. about one week before your PAC Code expires). If you like, you can try and time it to minimise the overlap even more – typically I wouldn’t recommend this as you’ll want to make sure that the new contract & phone are working as intended.
      Hope this helps,

  49. Lee Harris said:

    Hi, I’m wondering if you can help. I’ve been with 3 mobile since April 2013 and my 24 month contract ran out in April 2015. I have just left them to go to EE and then I have received a bill which says I have been charged an early termination fee which I didn’t think they could do as my contract actually ended in April but I kept it rolling until I found a deal that I was happy with and then obviously used a PAC code to take the number with me. Is what they have done even legal?
    Any help is welcome.

    Kind regards

    1. Ken Lo
      Ken replied:

      Hi Lee,
      Thanks for your comment. How much have Three charged you for ending your contract early? They may have charged you up to 30 days line rental, as you typically need to give 30 days notice when closing an account. If they’ve charged you more than one months line rental, it’s possible your contract was inadvertently renewed (they’ll sometimes offer a discount if you agree to renew your contract for a number of months). You can dispute this with Three if you don’t believe the calculations are correct.

  50. Thomas price said:

    Can anyone help me I rang Vodafone to cancel my contact they gave me a price of £290 as I have 11 months left but when I went to pay next day they told me it was£390 I said you told me it was £290 they said they never I said you record all you calls go and listen they told they never recorded my call so can someone help me

    1. Ken Lo
      Ken replied:

      Hi Thomas,
      The early termination fee should be calculated as per the formula in the article above. Hence, if you have a £26/month contract, you can expect to pay an early termination fee of about £290. For a £35/month contract, the early termination fee will be closer to £390. It’s worth performing the calculations yourself so you can go to Vodafone and inform them what you think the charges should actually be.
      Hope this helps,

  51. Taty said:

    hi. I’m upgraded on vodafone for 2 samsung galaxy s6 edge in april 2015 and got 24 month contract. For one phone i’m paying 56£ and for second 54£ but i have to leave uk in january and not sure if will come back. Is ther any option like return the phones or pay just for the phones to end my contract ? Coz early termination fee will be huge if i end a contract now. Thank you

    1. Ken Lo
      Ken replied:

      Hi Taty,
      Thanks for your comment. Unfortunately, due to the nature of contracts, it’s difficult to end it early without paying a massive charge. By January, you’ll have about 15 months remaining on your contract. This means they will probably charge you in the region of £840 to end each of the contracts (possibly with a small discount for VAT, etc). You can offset this by selling or recycling your Galaxy S6 Edge (it’s currently worth about £260 in cash).
      Sorry – I don’t think this is particularly helpful, but there isn’t really an easy way out of the contract. If you like, it might be worth making a quick call to Vodafone Customer Services (191) as they might be able to arrange something better.

      1. Taty replied:

        Thanks for your reply Kelly. I spended all my day off on a phone with voda trying to sort things out but final decision was i have to pay 1580£ as an early termination fee. I said that i dont mind to pay full price for a phones or deliver them back to the shop but no. No deal. So my question now is: what actions could they take if i will stop paying my contract, close my bank account and move to another country and never come back to uk? I know is sounds horrible and ethicly wrong but as i said is just a question. Thanks

        1. Ken Lo
          Ken replied:

          Hi Taty,
          Sorry to hear about the situation with Vodafone. Unfortunately, this isn’t something I’d be able to condone. You’re probably best off checking with a lawyer or the Citizens Advice Bureau for more information about this.
          Sorry I couldn’t be of any more help.

  52. Kelly said:

    Hi i have 2 months left on my vodafone contract but want to pay the rest of my contract off can i do this in my local vodafone store

    1. Ken Lo
      Ken replied:

      Hi Kelly,
      I believe they simply put it on your last bill (this will be paid by Direct Debit or whichever payment method you normally use). I’m not sure they’ll allow you to pay bills in store though you could always check if you want a definitive answer.

      1. Kelly replied:

        Thanks ken could i just cancel my direct debit when my contact is finished or will i have to notify Vodafone

        1. Ken Lo
          Ken replied:

          Hi Kelly,
          It’s always good practice to leave your Direct Debit active – that way, they’ll be able to take money for the final bill and anything else that’s owed to them. If they do take any money in error, you can simply reclaim it with the Direct Debit Guarantee. If you like, you could wait a couple of months before cancelling the Direct Debit (alternatively, you can wait for your bank to cancel it automatically).

  53. David B said:

    I’ve been with Vodafone for several years and my rolling contract is Pay Monthly by Direct Debit. The handsets have always been my own so I’m just paying for calls and texts. Over the years a lot of phones have died-off but the phone I like best and which I’m still using, is a Samsung GT-E1150i flip phone which is quite small and surprisingly robust.

    Recently the phone became faulty. It would work OK as a phone and it would receive texts but it would not send texts. There was also a text saying that my account settings had been changed but if I had not asked for the change dial 191. I did this and Vodafone said that it might be the SIM. Personally I think that someone had hacked my account and disabled the sending of texts. (later the phone said Emergency Calls Only) Anyhow the new SIM with the same phone number got the phone working OK but there are two snags (1) Most of my stored phone numbers have been lost. (2) I have been billed £2.50 for the post and packing of the replacement SIM.

    It would have been cheaper to just bin the old SIM and start again with a new phone service provider so I’m extremely vexed. Possibly a phone with more memory could store all my numbers without using SIM memory and this is what I’d like to do now. I’m also looking for a new phone service provider.

  54. Dell said:

    Is a pac code Exclusive to my number or is there just one pac code for all off voda Tels

    1. Ken Lo
      Ken replied:

      Hi Dell,
      Thanks for your comment. The best way of thinking about a PAC Code is like a password for taking control of your phone number. Your phone number will be associated with a PAC Code: your new network needs this code before they’re able to take control of your phone number. On a contrary, a PAC Code isn’t unique to one number. Hence, both you and I could be given the same PAC Code (just like we could both use ‘hello123’ as the password for our e-mail account). You must call Vodafone to get a PAC Code added to your account. In practice, they normally give a different PAC Code to each person (this ensures the security of your phone number).
      Hope this helps,

  55. Zoe said:

    Hello Ken
    I am looking at upgrading early on my EE mobile contract. My contract is supposed to cancel on the 21st September and currently pay £39 per month. I have quickly checked online and said I will be in for an early upgrade deal.
    I know there will be charges involved, however I was wondering if I sell my old phone back to them would that be able to cover the costs of these fees? This would be a great help to me if I could?

    1. Ken Lo
      Ken replied:

      Hi Zoe,
      Thanks for your comment and sorry for the delay in getting back to you. The handset on the old contract is your property so you’re more than welcome to do what you want with it! EE does have a phone trade-in scheme where you can get money back for your old handset. You could also choose the sell the phone on eBay or you could recycle it through the many other services out there (instead of going straight to EE, it’s always worth shopping around to get the most for your old handset).
      Hope this helps,

  56. Asif said:

    so basically, iv got an iphone 4s on contract with three. i pay £37 a month(including guarantee) and without £28 a month. i want to cancel my contract early as i have 9 months left and wanna buy an iphone 6 from carphone warehouse. i just wanted to know how much they’l take from me?

    1. Ken Lo
      Ken replied:

      Hi Asif,
      Thanks for your comment. The exact termination fee you’ll pay depends on your contract and the terms you agreed to. I recommend giving Three Customer Services a quick call on 333 – they should be able to give you a quote to end the contract early.

  57. James said:

    Hi Ken,
    I swear I’m making this harder than it is. My 24 month contract ends 26th May, as I want to leave my current provider, Vodafone and move to EE, am I right in thinking I can just wait till 26th and cancel without incurring any charge? Then acquire the PAC code and get EE to do the rest?
    Thanks in advance!

    1. Ken Lo
      Ken replied:

      Hi James,
      Thanks for your comment. I recommend getting your PAC Code from Vodafone as quickly as possible and letting them know you want to move to EE. The reasoning behind this is they typically require 30 days notice for you to end your contract. Hence, they’re able to charge you for an extra 30 days from when you give the notice to leave.
      With regards to the rest of your question, you can wait until the 26th May to give your PAC Code to EE: they’ll automatically handle everything else for you.

  58. Jo said:

    Is there anyway I can a 24 month contract of mobile broadband if I was under 18 when I signed up. I have been paying for the service for almost a year now.

    1. Ken Lo
      Ken replied:

      Hi Jo,
      Thanks for your comment. Unfortunately, I wouldn’t be able to advise you on this issue: you’re probably best off either contacting Citizens Advice Bureau or contacting your mobile network directly over the phone.

  59. Simon said:

    Hi there, I called up EE a fortnight ago to say I wanted to cancel my contract at the end of the 24 month period. They said to call back on April 15th, 30 days before the end of the contract as I would need to give 30 days notice. On the 15th April, they gave me the PAC code and told me to make sure I didn’t use it till 15th May – when I asked what time of day it would run out they just said make sure you use it before the 15th to be sure. I got my online bill on the 18th April and it’s got an additional early termination fee of £37 not incl. VAT. How is this possible if I am still using the service and don’t intend to termination the contact until the 15th May. I feel like I’ve been duped and intend to dispute this fee, any ideas on how I go about this?? Thanks

    1. Ken Lo
      Ken replied:

      Hi Simon,
      Thanks for your e-mail. In the first instance, you should contact EE to enquire about the bill (there might be something weird about how they calculate or output their bills). If the problem isn’t resolved to your satisfaction, as a last resort, you can lodge a complaint in writing with EE.

      1. Simon replied:

        Thanks Ken, what in your view is the correct way to terminate the contract if you just wish not to continue at the end of the 24months?

        1. Ken Lo
          Ken replied:

          Hi Simon,
          The correct way to end a contract is pretty much as you described – it’s just a little weird how EE have worked out the charges. I’d certainly get in touch to find out how they’ve calculated it e.g. are they due to pay you a credit/refund after the last bill or were the charges worked out incorrectly on your bill?

          1. Simon replied:

            Thanks Ken,

            FYI I spoke to one of their accounts team last night and he tried to explain it to me. It is very weird how they work out the charges.

            My bill date is the 18th of the month.

            My 24 month contract expires on the 15th of May.

            So on April 18th, I had a bill of approx £130, made up of my normal £90 odd per month (line rental/charges/contribution to cost of devices) and an additional £37 for an early termination penalty.

            On May 18th I should get my final bill which they tried to breakdown over the phone in terms of what to expect:

            -> given I pay in advance for line rental, I have paid through till the 18th May so should see a pro-rata refund for the 3 days from end of contract date of 15th May.

            -> With regards any calls or data charges outside of plan, these will be added to the bill as normal

            -> with regards the early termination penalty, this will be credited back to me on the next bill as well

            So I should only see a credit in the next bill of probably about £40 minus any call/data charges that I’ve made.

            That’s my expectation and I guess I can only wait and see!!

            Does this meet with your undersatnding of their weird approach to this? They basically confirmed I had approached this the right way.

            The only area to be careful with now is using the PAC code before the last point as that would constitute a termination of the contract and if before the 15th May, my guess is they would charge an early termination fee.

            It’s a shame that this all has to be so complicated!!

          2. Ken Lo
            Ken replied:

            Hi Simon,
            Agreed, it’s definitely very complicated… thanks for outlining to me how the calculation works! I suspect it’s easier for them to overcharge you at the start and then to refund appropriately (this is probably in case you cancel the Direct Debit agreement, etc). Anyway, I think the sums should add up when you get the final bill though it’s worth checking closely to make sure this is the case.
            With regards to the early termination fee, I wouldn’t worry too much about the date you use the PAC Code. You’ll be charged until 30 days after you give notice to EE (the total amount should roughly be the same whenever your phone number is moved over to another network). For example, if you were to use the PAC Code 10 days later, you’d be charged for 10 days of service plus 20 days early termination fee. If you were to use the PAC Code 15 days later, you’d be charged for 15 days service plus 15 days early termination fee. I would personally avoid timing the transfer too close to the end of your contract (just in case something goes wrong and the number transfer isn’t processed in time).
            Hope this helps,

  60. Maureen said:

    Hi Ken thank you so much for the info .

  61. Maureen said:

    Hi I want to write a letter to three with a complaint about a mifi account can you tell me the address for this please

    1. Ken Lo
      Ken replied:

      Hi Maureen,
      You can make a written complaint to Three through this form on their website. Alternatively, if you want to send your complaint through the post, their address is: Three Customer Complaints, Hutchison 3G UK Ltd., PO Box 333, Glasgow, G2 9AG. You can find their complaints code here.
      Wishing you all the best in getting the issue resolved.

  62. Pete watt said:

    I have been with Vodafone for some 20 years, but lately the service has been the worst ever. I get no signal at home or work, and I am living in a flat part of Bristol, so not exactly remote. I have complained( and that isn’t easy, given the waiting times on the customer service lines), three times in the last three months. Stock excuses such as we are performing maintainance, and it should be better shortly, to there isn’t a problem in your area. Having spent my one evening off this week waiting on the phone for 78 minutes in total, I have reached the end of my tether with them. I am mid contract, but am cancelling based on the “product” being unfit for purpose. I pay a monthly fee for a phone signal in a busy city, and am simply not getting one, so am surely within my rights under consumer law, to insist on a termination as they must be in breach of contract

    1. John replied:

      I’m having to go down the same route with Vodafone. 15 year customer, 6 months with poor reception due to mast / engineering work, doesn’t work at home or work (and many places in between). Pathetic responses from Vodafone so called Customer Service. Changed to BT / EE today! Waiting for the fight on their claim for cancellation charges! Bring it on!

  63. Laurence said:

    Ken, you’re a bit of an apologist for the mobile phone companies, aren’t you? In respect of early termination charges, why make no references to unfair contract terms, the unfair terms in consumer contracts regulations, and the more recent consumer contracts regulations. There are reasonableness tests that have to be applied to early termination charges and the facts of individual cases have to be taken into consideration. Your “moral” considerations have no place in this – the charge is either lawful or it isn’t, and only a court can determine that – the mobile phone companies have no morals at all, and their customer relations people put arguments to customers that would simply be laughed at in court.

  64. Jannah said:

    Urgent reply please. My contract is due to run out with Three on 6th April. I found a good deal with EE via and tried to haggle with Three to give me same or better. They didn’t. So I went ahead and got a PAC code from them and ordered the phone which arrived today. I wanted to take my number over. It’s the 4th March today. Do I wait till 6th March or after 6th to transfer my number over?? or use up all my allowances on my old number and wait till the 4th April to transfer over?? Or it doesn’t make a difference as I have to pay for remaining month?? I’m so confused. Basically I don’t wish to incur anymore charges. The guy said I should have waited till early April to get my new phone that way I wouldn’t have ended up paying too much. By getting the new phone now means I have to pay for my new contract as well as old one till it runs out which is 6th April. I just don’t know when’s the best time to transfer over that’s all. Sorry if I’ve confused U lol

    1. Ken Lo
      Ken replied:

      Hi Jannah,
      Thanks for your comment. As your contract with Three ends on the 6th April, you’ll need to pay for the contract until that date at least. Meanwhile, you’re already paying the contract with EE so you’ll paying both contracts for the month ahead. For this reason, it probably doesn’t make any difference whether you transfer the number now or transfer it later. I recommend asking for your PAC Code immediately and take a couple of days to try out the phone on EE (you’re still able to return or replace it fairly easily before you transfer the phone number). Once you’re happy with everything on EE, you can then use the PAC Code to move your number over.

  65. Shamis said:

    Hello Ken
    I upgraded T-mobile to EE (24 months) with phone on 04/02/2015. Four days later, I go back to the store where I took the phone to cancel the upgrade because of coverage issues and they refused to accept the cancellation. They told me I can cancel the contract. I contact direct to the customer service (150), they told me to go back to the store. Which I did twice already.
    Two weeks my job was calling EE and going to their store.

    Their returns policy said:
    “We do offer you a 14 day return on if you are experiencing coverage issues or our coverage does not meet your expectation.”
    I read for them this they still refuse to cancel.
    This is the worst company I ever came across (EE).

    I need advise what to do please.


    1. Ken Lo
      Ken replied:

      Hi Shamis,
      Sorry to hear about the problems dealing with EE 🙁 Given they’ve been sending you back and forth for more than two weeks, I would recommend making a formal complaint here. EE should assign you a specific person to take ownership of the matter and this will hopefully expedite solution of the problem.

  66. boo said:

    Lost my phone on contract will i still have to pay for the contract.

    1. Ken Lo
      Ken replied:

      Hi Boo,
      Very sorry to hear about the loss 🙁 Unfortunately, the answer is yes… you’re still tied in to the rest of the contract even though you’ve lost your handset. Do you have insurance on which you can claim a new handset? If not, it’s likely you’ll need to buy either a SIM-free or Pay As You Go handset to continue using the contract.

  67. Kazz said:

    Hello, I have a monthly subscription from Vodafone since last November and unfortunately I have to relocate to another country. What should I do with it ? I can’t afford to pay an early fee…I will not be getting back in Uk.

    1. Ken Lo
      Ken replied:

      Hi Kazz,
      As mentioned above, unfortunately there’s no way of getting around the early termination fee. The cost of your contract essentially includes the cost of the handset spread out over 24 monthly payments. In order to pay off the rest of the contract, many people choose to sell or recycle their old handset. Especially with a handset that’s only 3 months old, you should hopefully be able to get a fairly good price. You can also talk to Vodafone to see if there are any other options (e.g. they might offer you a cut-price deal or you might be able to transfer your contract to another person).

      1. Andrew replied:

        Kazz, I am in a similar situation. I am also not planning on returning to the UK. I’m with EE and they have quoted £115 to cancel the rest of my contract. I can’t stand EE, the customer service is awful and am tempted to just cut my losses and leave without paying it.
        Any thoughts on this? Repercussions? Are they really going to chase up a debt of £100?

        1. Ken Lo
          Ken replied:

          Hi Andrew,
          Thanks for your comment. My personal recommendation is still to pay off the contract with EE. As mentioned above, the cost of your handset is actually split up over 24 months and included within the monthly cost of your contract. For EE, it’s a fairly opaque process but on tariffs such as O2 Refresh the airtime/handset split is much more clear. From a moral standpoint, simply leaving the country without paying the contact off is akin to leaving the country with outstanding debts on your credit card. Recycling or selling your handset is often a possible option for paying the handset off (especially if you’re going to get a new contract/handset in the country you’re moving to).
          With regards to the real-world repercussions, perhaps other readers can share some experiences of this matter?

          1. Andrew replied:

            Hi Ken,

            Thanks for the reply. Yes I appreciate it’s the right thing to do, but it’s only a SIM contract, I bought the handset myself. Just wondering what would actually happen if I don’t pay it. Seems to me like small change for them….

  68. Sarie said:

    Hello Ken,

    My 24 month contract with Vodafone ends later this month but I’m not in England at the moment and I need to end it…what do I do?

    1. Ken Lo
      Ken replied:

      Hi Sarie,
      Thanks for your comment. Are you looking to continue the contract after the 24 months are up or were you planning to end the contract and to move to another network? If you aren’t actually planning to end the contract immediately, you don’t need to take any action (the contract will simply continue on a one-month rolling basis). If you wanted to end the contract, you can schedule this with your network in advance. However, you’ll need to be in the UK if you’re transferring the phone number over to another network (at least, on the day of the transfer).
      Hope this helps,

  69. Suzann said:

    Hi Ken
    Urgent advise needed currently 36 days into a 24 month contract with Vodafone and I am unable to recieve/send texts, recieve calls but I can make calls and use the data allowance. Contacted Vodafone and currently topping up 7 hours of wasted time they don’t know what the issue is but are looking into it, offering me a pay as you go sim that they will reimburse me for after (with a temporary number which I don’t want to even use so will not accept that offer). They say there is no other solution but to wait until this issue is resolved with no current deadline. I’ve tried to askin cancel my contract as I am very unhappy however they want me to pay an early termination fee of £1000+ due to how old the contract is. They offer reimbursement for the days I’m without and service and say I will also recieve compensation for the issue however I’m not happy. My case is now under internal investigation with Vodafone due to information provided to me that has been misleading and incorrect. Is there anyway I can get out of this contract early without the termination fee as surely there breaching the terms and conditions of the agreement not me??

    One very unhappy vodafone customer avoid them like the plague

    1. Ken Lo
      Ken replied:

      Hi Suzann,
      Sorry to hear about your problems with Vodafone. My only recommendation, if you aren’t able to resolve the problem with Vodafone directly, is to forward your complaint to Ombudsman Services Communications (see the Vodafone UK code of practice for more information). Apart from this, you should continue making the complaint with Vodafone (keep detailed records of everything they’ve promised and of all the disruption you’ve incurred to your service). I really wish I could help more in this situation but unfortunately there’s very little I’m able to do.
      Wishing you all the best in resolving the issue with Vodafone,

  70. Chocolate. said:


    Unfortunately, I changed my contract to EE & have experienced non stop problems with their poor customer care/service!
    I was upgraded to an iPhone & iPad, however I’m unable to keep up with their constant charges (£80 Monthly approx!). When I called them & explained my poor financial situation they responded with telling me that as a result of NOT paying (as I was struggling to pay £80/month) they would INCREASE my contract by a further SIX months!! Ridiculous! So furious-I asked to end my contract & now sent a bill of £858!!
    I have attached this amount :(( to my Debt Management Comp, but am NOT happy, is there someone who can help with info, possible overall settlement balance?? As can NOT afford to pay that…pls respond/EE management??

    1. Ken Lo
      Ken replied:

      Hi Chocolate,
      I’m very sorry to hear about your current situation. I won’t be able to offer you any detailed advice but it’s worth having a look at this Money Saving Expert guide as well as the advice offered by Citizens Advice Bureau. They’ll outline your rights in this situation and the steps you’ll need to take to resolve the situation.
      All the best,

  71. Paul said:

    Hi Ken,

    I renewed my Orange 36 month contract in Nov 2013, due to expire Nov 2016. I understand that these three year contracts were outlawed by the EU in May 2014. Do you know if that means I would be allowed to come out of contract without penalty now, or am I required to see it through to the end?



    1. Ken Lo
      Ken replied:

      Hi Paul,
      Thanks for your comment. Orange previously offered 36-month contracts from the 1st June 2009 and continued to do so until it was outlawed on the 26th May 2011. I’m therefore a little surprised they allowed you to renew for another 36 months in November 2013. That said, having had a look at the guidance from Ofcom, the restriction only applies to “new phone or broadband contracts” starting from May 2011. As yours was a renewal of an existing contract rather than a totally new contract, I don’t believe the legislation will apply in your case. That said, I’m not a lawyer and it’s always worth checking with Orange Customer Services to see whether they’ll charge you to end the contract early.

  72. Bella said:

    I am with EE on contract and when I got this I phone 5s it said on the EE shop page that the phone was £9.99 and the monthly bill will be £30, although for the last 6months I have paid £60 a month I don’t use the phone for many calls, I only text and use wifi internet mostly more that the cellular data, and I can’t afford to keep the contract at this rate but I wouldn’t mind switching to pay as you go where I top it up with credit etc, is there a way to do this without getting charged? Thanks

    1. Ken Lo
      Ken replied:

      Hi Bella,
      Thanks for your comment. Have you logged in to your EE Customer Area to find out where the £30/month of extra charges might be coming from? It sounds to me that controlling these charges will be the best thing to do going forward from here.
      If you wanted to switch over from Pay Monthly to Pay As You Go, you’d have to pay an early termination fee equivalent to £30/month multiplied by the number of months remaining on your contract. You would then be able to switch to a Pay As You Go tariff.

  73. amanda said:

    Hi im on t mobile and my contract ends in march I was just wondering if I will get charged for cancelling early as my bills are supposed to be 33 pounds a month and I’ve been paying 70 pounds and sometimes more as I keep going over my limit.
    Thanks for your help

    1. Ken Lo
      Ken replied:

      Hi Amanda,
      If you’re cancelling your contract early, you’ll only be charged for the basic monthly fee (that’s £33/month multiplied by the number of months you cancel your contract early). There’s a small discount (listed above) but you can roughly expect to pay £66 if you cancel your contract now rather than in March.
      Hope this helps,

  74. alan tallantyre said:

    hi I recently called Vodafone to cancel my contract which runs out on 14th January this year so I gave 30days notice on 15th December I got my pac code on 15th December and this was transferred to my new mobile on 19th December. I knew I was due one last bill from Vodafone for £30.50 on 30th december. but on the 30th December I revieved a letter from Vodafone demanding a cancelation fee of £505.25p the letter was dated 19th December I was actually very lucky to get a stop on this being taken out of my bank on 31st December. I have now cancelled my direct debit until they look into this after I spent over an hour on 31st December being transferred from department to department with not very much joy. i believe i gave the correct notice so not to breach my contract and even i did breach my contract it was only by one month. i am lucky enough to have the original receipt from when i previously had an early upgrade on 31/10/12 what concerns me with Vodafone is their customer service is terrible and i am worried they will just send the balliffs round regardless.

    1. Ken Lo
      Ken replied:

      Hi Alan,
      Sorry to hear about your problems with Vodafone. It does seem rather odd to me they’ve sent you a large bill for terminating your contract early: there certainly shouldn’t be such a large bill with only one month remaining on your contract (they should only charge you a termination fee based on the number of months remaining on your contract). I’m afraid there isn’t much advice I can give you on this issue but to get a written letter & explanation about why Vodafone is charging you such a large amount. Once you have this letter, it should become much easier to dispute the charges they’ve given you (you can show them the contract and the previous correspondence you have).
      Best of luck in resolving the issue,

  75. DIEGO said:

    As long as UK mobile companies are rubbish and they treat customers as s***, I will pay them same way. I will finish this contract, and then I will renew with three different phones, brand new and expensive ones… then going back to my country and never stepping back in the UK. Of course my leaving will be carrying the three phones and without paying any single bill. I will collect my money back… pirates! (My rubbish company is Three)

    1. Ken Lo
      Ken replied:

      Hi Diego,
      Thanks for your comment. Whatever your feelings on the customer service from Three, I certainly wouldn’t condone this behaviour. What you suggest is equivalent to leaving the country with an unpaid personal loan or an unpaid balance on your credit card. If you aren’t happy with the customer service from Three and if you’ve gone through their formal complaints process, it might be worthwhile raising your issue with Ofcom or a regulator.

  76. Sloic said:

    In France, moving abroad is one of the exceptional reasons that allow you to cancel your contract early without extra charge (with some form of proof).

    I’d love to see this law exported in other EU countries.

  77. mark said:

    is there any way i can cancel my contract (have 3 phones for business) as i am at my wits end with Vodaphone.

    Started experiencing problems with my phone approx 5 months ago. I eventually got through to a ‘technical person’ who said that there was a known problem with the battery to my phone and would arrange for a replacement to be sent out, so far so good…

    i then get a text confirming that the order has been processed. A day or so later i receive another text saying that they are out of stock? this happens twice more. i then receive a battery which was the wrong type. I tried to get through to customer services (which is appalling to try to get through). Exactly the same happens again with sending out, none in stock and receive wrong battery again…

    Advised to call into Vodaphone shop, they suggested calling into a Samsung shop which i did. They said that the problem is with the phone, not the battery.

    Called back to vodaphone shop, they said they would send it off and would give me a temporary handset. They did not have any handsets so i had to purchase the ‘cheapest’ they had which was 50.00.

    I received a 30.00 credit to my account in ‘recognition’ for the problem. My annual bill is around 2000.00+

    The phone was duly returned with a note saying the handset had been repaired and the software updated, however, within 30 minutes of using the phone crashed again.

    In between all this i was meant to receive a call-back from a manager with 72 hours which never happened…..

  78. keeley said:

    hello i would like to know how much is it to end a contract for vodafone ,as i got 100 mins unlimited text .

  79. Luk said:

    This section is far too negative. I’m afraid you’ve swallowed what the suppliers like to peddle.

    Contracts go both ways – if your provider stops providing the service then they are in breach of contract and the contract is no longer enforceable. This is happening a lot now with EE switching off masts right, left and centre, with the remaining masts totally congested.

    One just has to stand up to them.

  80. Thomas said:

    I am having issues with Three at the moment and despite them making entries on my credit report to say the account is settled they are chasing for a debt which does not exist. I have made a request for information under the Consumer Credit Act 1974 section 77, 78 and 79, but they have sent a letter back claiming they are not bound by the CCA and saying the agreement we have is not a credit agreement but a contract. Thought this information may be of use to you.
    As things stand, I have asked for a copy of the contract which they dont have either. And as they have no documentary evidence I even had a contract/agreement with them, then they cannot try and enforce any debt. All this is despite the account being closed and settled in full in July last year, which shows on my Experian and Equifax credit reports.

Leave a Reply

E-Mail Notifications: By default, I'll drop you an e-mail when there's a reply to your comment. If you don't want to receive such a notification, please select the "Don't Subscribe" option from the dropdown menu above.