Our price guide

Monthly prices and installation

Broadband prices depend on what is available at your address, so we show them when you check your address. Before you order, your Order Summary and Contract Summary set out your monthly price, installation charge, any equipment and the total you pay today.

Annual price rises

If your monthly price goes up each April, the rise is shown in pounds and pence before you order, in your Order Summary and Contract Summary, with the price you will pay from each 1 April during your minimum term. We never link rises to inflation, and we remind you before each one. Read more about price rises in pounds and pence.

Phone lines

• Calls included in your phone plan cost nothing extra. Other calls are charged at our call rates and added to your next bill.
• Keeping your number (number transfer), home: £19.99 inc VAT, once.
• Keeping your number, business: £29.95 ex VAT for an 01 or 02 number, or £69.95 ex VAT for an 03, 0800, 0808, 084 or 087 number.
• Calls to 999 and 112 are always free.

Other charges

We do not currently charge for missed engineer appointments, failed Direct Debits or reconnecting a service.

We will always tell you before a charge applies. Business customers may also be charged statutory interest on late payments.

Contract lengths

Each broadband package shows its minimum term before you order. Leased lines are available on 12, 36 or 60 month terms for every business. If 10 or fewer people work for your business, or you are a charity or other not for profit organisation, Ofcom's rules limit your contract to 24 months unless you agree otherwise: you are always offered a 12 month term, and you can only choose a longer one by ticking a separate box to agree to it.

Leaving early

If you end your agreement during your minimum term, the early termination charge is the monthly charges (including any phone line) for the months left in your minimum term, less 10% to reflect the costs we save and the benefit of being paid early. Part months are charged pro rata. For home customers the charge includes VAT; for business customers and leased lines it is worked out on prices without VAT, and VAT is added. Your Order Summary shows a worked example for your own prices.

There is no early termination charge if you leave for a reason our terms allow, such as a price change that is not in your agreement or a speed problem we cannot fix within 30 days. Our agreements have no cease charge for ending a service.

After your minimum term, your service carries on month to month at the same price, and you can leave at any time with 30 days’ notice. We never renew you into a new minimum term unless you ask us to. This is the same for home customers and businesses of every size.

Leased lines and Ethernet Flex are different: the service ends automatically at the end of the minimum term, with no early termination charge or cease charge then. If you want it to continue, you sign a new agreement before the end date, and we will contact you well before then with our best prices.

Your Contract Summary sets this out before you sign. If your business signed an agreement with us before October 2026, your own agreement sets out what applies to you.

Credits when switching to us

If, because of something we or our suppliers did or failed to do, your broadband or phone switch to us goes wrong, we credit your account, home or business:

• £5.00 for each calendar day your service is late going live after the date we agreed.
• £8.00 for each further calendar day you are without broadband or phone service, once you have been without it for more than one working day during the switch.
• £25.00 if we miss an appointment we agreed with you, or cancel it with less than 24 hours’ notice.

We add the credit to your account within 30 days, without you having to ask.

Leased line service credits

If your leased line does not go live on the committed delivery date for reasons within our or the network's control, we credit £5.00 for each calendar day of delay, up to the installation charge. If we miss an appointment we agreed with you, or cancel it with less than 24 hours’ notice, we credit £25.00. Faults are covered 24 hours a day, 7 days a week, with a fix target for a complete outage of 5 hours on Openreach, 6 hours on CityFibre, 5 hours on Virgin Media Business or 8 hours on Colt (15 hours on Virgin Media Business for a fibre break), and a credit of one day's charges for each full hour beyond the target, up to one month's charges for any one fault. The full details are in our leased line service levels.