14 million of us are out of contract with our current mobile phone supplier – and therefore could be saving money
Do you panic when your phone packs in? Does the battery warning bring you out in a cold sweat? Have you ever felt the heartbreak of watching a wet phone die? You are not alone.
The latest data from Uswitch shows 96% of the population have a mobile phone and there are 88 mobile phone subscriptions (contracts) in operation. We are a nation in thrall to those little mini computers in our pockets and bags.
Yet according to MoneySavingExpert, 14 million of us are out of contract with our current mobile phone supplier. This means we are paying way over the odds for our phone service. In fact, if you shop savvy and think about what you need from your contract, you could save upwards of £250 a year.
Switching to a better deal with another mobile phone service provider may seem like a faff, but it’s remarkably easy – and yes, you can keep your number. So with the cost-of-living crisis showing no signs of going away, here’s my guide on how you can switch and save.
Can I switch today?
If you’re out of contract, you can switch to a new provider immediately! However, can you remember your online password for your bill? I certainly couldn’t. So before you start shopping around, reset your password and take a look at your bill. It should say if you are out of contract and you will also be able to see how much data you are using too. This can help you cut costs later.
If you’ve switched or renewed recently, add your mobile phone contract renewal date to your calendar. If you add this one month before the renewal day you have time to do some research and find the best deal.
What if my contract hasn’t expired?
If you are mid-contract, you will likely have to pay an exit fee to leave early. This starts high and reduces as your contract progresses. If you can find a better deal, then it may be worth breaking your contract early, but ask for an estimated exit fee from your provider first. This also gives them an opportunity to come up with a better counter offer to keep your custom.
If the exit fee is too high, you can sometimes leave your contract early if the business isn’t meeting its side of the contract.
I don’t want to put words in your mouth, but here are some of the most commonly cited reasons for leaving a contract early:
- Poor signal strength
- Bad customer service
- Changes to your original contract
- Mid-contract price increases
- Changes in circumstances (like moving abroad or to an area with no mobile phone coverage from your provider)
If you are alleging poor signal strength, download a free app to monitor this. Report the problem to the mobile phone company and take regular screenshots showing you service is poor to support your argument.
What research should I do before I switch?
Start by having a think about how long you want to lock yourself in to a contract for. You get cheaper deals for longer contracts, but prices can increase mid-term, so make sure you read the terms from the mobile phone company. New rules from Ofcom state that they should clearly explain what those mid-term contract increases will be on your offer letter.
Some mobile phone companies offer discounted rates for the first few months of a deal with the best deals running for up to a year. Your contract will increase significantly afterwards, so when comparing deals, get your calculator out and add up what the total amount is you will pay over the duration of the contract. Don’t forget to put the date the contract increases in price in your diary too, so you don’t go overdrawn if cash is tight.
You can also get a range of discounts for “bundling” deals. This means you agree to move other contracts over to the same new provider. For example, you could get a discount bundle deal for having your broadband, TV and mobile phone packages with the same provider. This can be convenient but make sure you research all of the separate deals before signing up, along with comparing the costs with single deals elsewhere.
Watch out for firms that move you automatically on to the ‘best’ deals. They get commission for this and some don’t act in your best interest. Have a look at review sites too, so you can get a feel for how the business handles complaints and deals with problems.
Here’s your checklist when reviewing your mobile phone service providers:
- If you want a contract or pay as you go deal
- If you want a “free” handset
- Contract length and mid-term rises
- “Inclusive” minutes (the number of calls/texts in the UK you get for free each month)
- Data (the amount of data you can download from the internet)
- International calls and data roaming (the latter is the cost of using your phone abroad)
- Additional charges (sending photographs, “add on” benefits etc
- Freebies and gifts
Here’s a guide on what to look for from Ofcom.
How do I switch to a new mobile phone service provider?
Ofcom has a relatively simple process which should mean you are able to switch mobile phone providers by text. Problems do occur though, but you can complain if a business gets it wrong – and potentially get compensation.
If you want to keep your number:
The industry term for switching to a new mobile provider while keeping your existing number is known as “porting”. To switch and keep your number:
- Contact your existing mobile phone company and request a Porting Authorisation Code (PAC)
- To request this by text, send PAC to 65075
- You can also request this through your online account or by calling the business
- Your PAC code must be given in one minute and lasts for 30 days, but don’t delay!
- Your existing provider must also send you all important information, including any exit fees if they apply
- Your new service provider then does all of the work behind the scenes and you should be set up within one working day
If you aren’t bothered about keeping your number:
- You will need to request a Service Termination Authorisation Code (STAC) instead
- To request this by text, send STAC to 75075 or obtain the code online or on the phone
- The process is the same after doing this
What if I change my mind?
If you signed up to your mobile phone contract online or on the phone, then legally, you have a 14 day cooling off period.
This means you can change your mind and end the new contract if you are unhappy with the service, if you feel you’ve been misled or you find a more advantageous deal. Make sure the business logs that you have cancelled the agreement on its systems. The clock stops ticking on the time limit when you say you want to cancel.
What about all my stuff?
Contacts, photos, old WhatsApp messages. All of these things and more should not vanish when you move to another mobile phone company if you keep the same handset. However, many people report problems to varying degrees with some switches to new handsets, so prep in advance.
Take some time to learn about backing up your phone. This includes data stored on the phone itself, things you’ve backed up on a computer or hard drive and information you’ve saved to a “cloud storage service”.
If you are changing handsets, talk to your mobile phone company and the manufacturer about transferal of data, just to be sure.
Finally, lots of mobile phones now have ‘e-sims’. Many people don’t really understand how e-sims work, so make sure you ask about this when speaking to the mobile phone company.
What can go wrong?
Mobile phone companies are not allowed to charge you for notice periods when the switch date has occurred. If this happens to you, tell the firm that has billed you that you want to make a formal complaint. They should address the error, remove the debt and confirm that this has occurred in writing.
Compensation may apply if there is a delay with the switch or errors occur. People sometimes report being stuck in between two businesses blaming each other when this occurs. Your new provider is responsible for ensuring the switch takes place appropriately. But you can still complain about the old provider if they are responsible for errors.
Ask the new business to confirm in writing what the problem was and use that letter as evidence in your complaint against the new provider.
Making a complaint
Don’t forget that you can make a complaint about most mobile phone or broadband problems to the Ombudsman. The largest of the services is the Communications Ombudsman and you can contact them here. Alternatively you can find CISAS here.
- Martyn James is a leading consumer rights campaigner, TV and radio broadcaster and journalist
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