Price changes from 2024

We want to tell you about some changes that will affect your pricing terms and conditions. These changes will affect you if you’ve recently been notified of them in writing either by letter or email. We might’ve already let you know about this earlier this year. If so, we’re reminding you in case you’ve changed or renewed your contract since then.

Currently, we usually change our prices each year – writing to let you know how much they’re going up and providing you with the right to cancel.

From April 2024, we’re doing things differently, so any price rise to your package will happen at the same time every year. This’ll be linked to the Retail Price Index (RPI) rate of inflation plus an additional 3.9% – which means the amount of any increase will be clearer to you sooner.

To see your new terms and conditions, please go to Terms and Conditions - TV, Fibre, Phone or, if you are an Oomph customer, go to Oomph Terms and Conditions – TV, Fibre, Phone and mobile – Move to O2 plan or alternatively Oomph Terms and Conditions – TV, Fibre, Phone and mobile if you are an Oomph customer who has not yet been moved to an O2 mobile plan. As you have recently been notified of these changes in writing either by letter or email, these changes will come into effect for you from 1 November 2023, even though the first price rise they relate to won’t be until April 2024.

We always balance our prices with the need to invest in our network, so we can provide all our customers with the best products and services. Like many businesses, we’re experiencing rising costs, which is why we review our prices each year. At the same time, we’re seeing growing demand for data, so we need to invest in our networks to keep up with customer demand.

The UK government’s Office for National Statistics publishes the Retail Price Index (RPI) which measures the rate of inflation. This measures the average change from one year to the next in the prices of a representative sample of goods and services bought by typical households in the UK.

We’ll publish the relevant RPI rate on our website as soon as it’s announced by the Office for National Statistics in February of that year.

The key changes to your terms and conditions are:

• The monthly subscription price for your services will increase every April, starting from April 2024
• It’ll go up by the RPI rate of inflation plus an additional 3.9%
• This’ll apply to the monthly subscription price you’re paying at that time and also (if applicable) to the monthly price payable after the expiry of any applicable offer or discount.
• The RPI rate will be the amount that’s announced in the preceding February of that year, so you’ll be able to work out the exact increase from that date.
• If RPI is 0% or less, your price will increase by 3.9%
• We’ll publish the relevant RPI rate on our website as soon as it becomes available
• As this annual price increase is stated in your terms, there’s no right to cancel because of it from April 2024
• These rules also apply to any optional add-ons you’ve chosen in addition to your core service, excluding Netflix Add to Bill, Disney+, Lionsgate+ or Stream entertainment subscriptions.
• Excluded add-ons, as well as any admin fees (like paper billing) and out-of-allowance charges (like non-inclusive calls) you incur, are subject to the same terms and conditions in respect of price changes as applied before this change to your terms and conditions.
  
  These changes to your terms and conditions will come into effect from 1st November 2023, even though the first price rise won’t be until April 2024.
  
  If you’re not happy with these changes, you can cancel your package any time before the date we’ve set out in the email or letter we sent you without paying any early cancellation fees. To discuss or cancel your package call us on 0345 454 1111. If you are a Volt customer, this right to cancel doesn’t cover your O2 sim, unless we’ve specifically told you otherwise in the email or letter, we sent you.

The first example below shows a scenario using the RPI rate announced last February. The second scenario shows a customer on an 18 month offer with RPI rates for 2024 and 2025 that are illustrative only.

Scenario 1
Bob has a contract with Virgin Media and his monthly subscription charge is £40 a month. In February 2023 the RPI rate was announced as 13.4%. If this had been used to calculate a price increase applied in April 2023, Bob’s price would have increased by 17.3% (13.4 + 3.9%). Bob’s monthly subscription charge would have increased from £40 a month to £46.92 a month (£40 + 17.3% = £46.92).

Scenario 2
Lisa signs up to a new contract in August 2023 with a subscription charge that costs £40 a month for the first 18 months with a standard price from month 19 of £50 a month. If the RPI rate announced in February 2024 is 5% (example only), Lisa’s monthly subscription charge would increase in April 2024 by 8.9% (5 + 3.9%). Lisa’s monthly subscription charge would increase from £40 a month to £43.56 a month (£40 +8.9% = £43.56). Lisa’s standard monthly charge from month 19 would also increase from £50 a month to £54.45 a month (£50 + 8.9% = £54.45).

If the RPI rate announced in February 2025 is minus 1.5% (example only), we would apply a 3.9% increase. Lisa’s monthly subscription charge would increase in April 2025 by 3.9%. Provided Lisa hasn’t entered into another contract with a different price, Lisa’s monthly subscription charge would increase from £54.45 a month to £56.57 a month (£54.45 + 3.9% = £56.57).

If you’d like to discuss your package, please call 0345 454 1111.