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Annual price changes and CPI

Each year we will adjust the amount customers pay per month for their plans according to the Consumer Price Index (CPI) rate of inflation plus an additional 3.9%.

The CPI rate is announced in January each year and we will adjust a customer's bill by this amount plus an additional 3.9% from 31 March of the same year. For example, if the CPI rate announced in January 2021 is 2%, then their monthly plan prices from 31 March 2021 will increase by 5.9%.

This reflects the increase in the costs to run and invest in the network and service that we provide.

This will impact the following services:

  • Landline
  • Broadband
  • TV
  • Sport 
  • Mobile
  • Extra charges, like out out-of-allowance calling rates and your optional add-ons.

Have a look at the Terms and Conditions for each of your services for the full list of charges.

The Consumer Price Index (CPI) is a measure of whether the cost of goods and services is going up or down based on average price changes from across several industries. CPI measures inflation by taking a basket of goods (e.g. food, clothes, petrol), looking at what they cost last year, looking at what they cost now, and finding the difference.

However, CPI leaves the cost of your home out of the basket (e.g. rises in mortgage payments, rent and council tax) so they are not reflected in it. A new index is published every month. There’s lots more information on the Office for National Statistics website, search ‘CPI ONS’.

Your broadband, mobile and landline, TV and sport monthly plan prices will go up in line with any change in the rate of CPI plus 3.9%. Lots of our extra charges, like out-of-allowance calling rates and your optional add-ons, will also go up in line with CPI plus 3.9% too.  Have a look in the tariff guide for details.

Contract start date

First CPI rise for landline*

First CPI rise for Broadband or Mobile

First CPI rise for TV or Sport

Between 11 Jan 2019 and 16 Jan 2020

March 2020

March 2020

N/A

From 17 Jan 2020

March 2020

March 2021

N/A

From 1 Sept 2020

March 2021

March 2021

March 2021


*including call charges, features and plans

As with all businesses, inflation drives up the cost to run our business every year, but we work hard to minimise passing these rising costs to our customers. We believe the changes we've made are fair and will let us continue to offer both excellent service and a range of products to our customers, whilst investing in the services we are able to offer our customers.

If you have broadband, mobile, TV, sport or a landline with us, the increase to the price you pay for your plan(s) will take account of any discounts you get. So the price you pay each month will go up by the amount in the CPI announcement plus 3.9%.

If you’re within your minimum term when the prices go up, you can cancel your contract. But there will be a fee for cancelling early. If you’re outside of your contract period you can end your contract at any time without any fees.

It depends when you upgraded. The table below sets out when your first CPI price rise will be.

Upgrade date

First CPI rise for landline*

First CPI rise for Broadband or Mobile

First CPI rise for TV or Sport

Between 11 Jan 2019 and 16 Jan 2020

March 2020

March 2020

N/A

From 17 Jan 2020

March 2020

March 2021

N/A

From 1 Sept 2020

March 2021

March 2021

March 2021

*including call charges, features and plans

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