What must an end of contract alerts tell you?
An end of contract alerts is a message your provider has to send before your minimum term runs out. Under Ofcom rules in force since 15 February 2020, phone, broadband and pay TV companies must warn customers between 10 and 40 days before the end of contract date, by text, email or letter. The rule covers mobile contracts, and it is not optional for the provider.
Here is how the timing works in practice. If your minimum term ends on 30 November, the alert should reach you somewhere between 21 October and 20 November. If nothing has arrived by mid November, that is worth a call.
Four things must be in it, and most coverage only mentions the last one:
What the alert must contain
- Your contract end date.
- What you pay now, and what you will pay once the minimum term ends. This is the one that matters most, because it tells you in advance whether your bill is about to jump.
- The notice period you need to give to leave.
- The provider’s best available deals, including prices normally offered only to new customers.
Ofcom sets out the rules on its page about companies telling customers about their best deals.
What if you are already out of contract?
You should still hear from your provider. Ofcom’s rules say customers who are out of contract must be reminded of that fact and told about the provider’s best deals every year. Ofcom’s page on whether you are in or out of contract explains how to check.
That matters for mobile because on some plans a bundled handset and airtime bill carries on unchanged after the minimum term, even though the phone itself is paid for. When Ofcom introduced these rules it estimated 1.4 million out of contract mobile customers on bundled deals could save by moving to SIM only, with average savings of around £75 a year. Nothing changes automatically unless you act.
Does an end of contract alerts mean you have the best deal?
No. The alert tells you about your own provider’s best deals. Providers are not required to tell you about offers from rivals, so a better price elsewhere will not appear in the message. Treat it as a reminder to compare, not as a recommendation. Compare like with like: the same amount of data, coverage that works where you live and the total cost over the whole term.
It is also worth checking whether your handset is paid off. On some plans the monthly price stays the same after the phone is paid for, which is the alleged issue behind the legal claim in our news post on the mobile loyalty penalty. That case has not been decided, so treat it as background rather than a promise of anything.
In practice, the offer in the alert is a starting point. It may be a new handset deal or a SIM only price, and it may or may not be the best your provider can do if you ask.
What can you do when your end of contract alerts arrives?
You have a short window, so use it. A sensible order looks like this:
- Read the new price first. The alert has to tell you what you will pay after the term ends, and that number decides how urgent the rest of this is.
- Note the end of contract date and check whether any early exit charge stops applying on that date.
- Compare your provider’s offer with SIM only deals from other networks.
- Ask your provider for its best retention offer. Our guide to mobile phone haggling covers what to say.
- If you switch, keep your number with a PAC code, as explained in our guide to switching network and keeping your number.
If you agree a new deal by phone, ask for the terms in writing and check the monthly price, the length of the term and any handset balance before you confirm.
If you are still mid contract, leaving early may carry charges, so read our guide to mobile contract cancellation before you act. Check your paperwork for any notice period too.
What if your end of contract alerts never arrives?
First check your junk folder and text messages, and make sure your provider has your current mobile number and email address. Alerts can go missing simply because contact details are out of date.
If you were due an alert and did not receive one, contact your provider and say so. If you cannot resolve it, you can take the complaint to the free dispute resolution scheme your provider belongs to, which will be either the Communications Ombudsman or CISAS. Your provider has to tell you which one covers it. Since 8 April 2026 you can escalate after six weeks rather than eight. Keep a record of what you were told and when.
Three quick checks on your end of contract date
- Find your end of contract date in your account, app or contract paperwork, and set a reminder for about six weeks before it.
- Check that your provider has your current contact details so an alert can reach you.
- When an alert arrives, read the post contract price first, then compare against other deals before you agree to anything.
The rules exist because inertia is expensive, and providers know most people do not act. Around 20 million customers were already out of contract when Ofcom brought these rules in. An end of contract alerts only helps if you read it.
Key takeaways
- Providers must send an end of contract alerts between 10 and 40 days before your term ends.
- It must tell you your contract end date, what you pay now, what you will pay afterwards, your notice period, and the provider’s best deals.
- It does not have to mention offers from rivals, so compare the market yourself.
- Out of contract customers must be reminded of their status and best deals every year.
- If no alert arrives, check your contact details, then tell your provider, then escalate to the Communications Ombudsman or CISAS after six weeks.
Frequently asked questions about end of contract alerts
- How long before my contract ends should I get an alert?
- Between 10 and 40 days before the end of contract date. It should arrive by text, email or letter.
- What has to be in the alert?
- Your contract end date, your current charges and what they change to afterwards, the notice period for leaving, and the provider’s best deals including new customer prices.
- Do end of contract alerts apply to mobile contracts?
- Yes. Ofcom’s rules cover phone, broadband and pay TV services, which includes mobile phone contracts.
- Will the alert tell me about deals from other providers?
- No. Providers are not required to mention offers from rivals, so you need to compare the market yourself.
- Can I leave without a charge at the end of my contract?
- Generally you can leave without an early exit charge once your minimum term ends, but check your paperwork for any notice period or remaining handset balance.
- What if my provider never sent one?
- Raise it with them first, in writing. If it is not resolved, go to whichever approved dispute resolution scheme they belong to, the Communications Ombudsman or CISAS, which you can do after six weeks.
Sources
- Ofcom, Companies must tell customers about their best deals, 14 February 2020, rules in force from 15 February 2020. The 10 to 40 day window, the four required contents, the annual reminder for out of contract customers, and the 1.4 million and £75 figures.
- Ofcom, Are you in or out of contract?. How to check your own status.
Checked 29 September 2026.
