What happens to your contract when a provider changes brand or merges
If your provider rebrands, merges or moves you to a partner, what normally stays the same, and when Ofcom's rules let you leave.
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Usually, your contract carries on
When a provider changes its name, merges or moves customers to another company, your contract normally continues on the same terms: the same price, set rises, minimum term and numbers. You might see a new name on your bill or a new account number.
When your terms change
If your terms change in a way you didn't agree to when you signed, for example a price rise beyond what was set out, Ofcom says your provider must give you at least one month's notice and the right to leave without a penalty (Ofcom).
What to do
- Keep the letter or email telling you about the change.
- Check whether your price, minimum term and end date have changed.
- Ask whether your numbers, email addresses and support contacts stay the same.
- Note your end date and set a reminder.