Money Saving Expert Martin Lewis has warned O2 customers to be cautious after reports of unexpected charges when attempting to leave their contracts.
The mobile network recently confirmed it would raise its mid-contract price increase from the previously stated £1.80 to £2.50, a change that has left many customers frustrated and confused.
When customers try to cancel their plans following these price rises, they are finding they must settle device costs in full, in some cases running into thousands of pounds.
The Money Saving Expert founder said O2’s communication is misleading some customers into believing they must immediately pay off their entire handset balance if they want to switch providers.
Mr Lewis said the issue has prompted him to contact government officials to demand clarity and stronger consumer protection.
One Reddit user shared a text from O2 stating they would need to pay £2,347.46 to leave the network as of 5 November 2025.
The message said this figure covered the remaining device plan balance, along with any Apple Watch payments, airtime usage and additional charges such as Charge to Mobile services.
For those on cheaper monthly plans, the price increase could represent as much as a 30 per cent rise in their bills.
Many customers who have attempted to cancel after receiving notice of the price change say they were quoted substantial sums to clear handset costs.
Martin Lewis has urged O2 users to watch for surprise fees when exiting their contracts
|
gbnewsThis has left some feeling trapped between accepting higher monthly charges or paying large lump sums to leave.
Mr Lewis took to X, formerly Twitter, on Thursday to clarify the situation for confused customers.
He warned: “Beware unclear O2 messaging!” and explained that while customers have the right to leave penalty-free within 30 days of being notified about the airtime price increase, O2’s statement about needing to pay off device plans “in full” does not mean they must do so immediately.
“That DOESN’T mean you have to pay it all now,” he wrote. “You can keep paying for the handset monthly, but move your SIM (ie airtime plan) elsewhere.”
This means customers can continue their existing device payments while switching their mobile service to another provider — avoiding the large upfront costs O2’s message appears to imply.
New Ofcom regulations introduced in January were designed to protect consumers from unpredictable price rises.
The rules prevent mobile networks from linking price increases to inflation during a contract, requiring them instead to specify exact amounts in pounds and pence when customers sign up.
However, a loophole remains that allows firms to increase prices beyond their original terms, provided they give 30 days’ notice and the right to cancel.
This means that despite tighter regulation, customers may still face unexpected increases that go beyond what they were originally told.
Mr Lewis has written an open letter to Chancellor Rachel Reeves urging the Government to strengthen the rules and close this gap in protection
|
PA/GETTYMr Lewis has written an open letter to Chancellor Rachel Reeves urging the Government to strengthen the rules and close this gap in protection.
In his letter, published through MoneySavingExpert, he warned: “Without an improvement in protection, it is now possible, or even likely, more firms across all sectors will follow O2’s new method, which could add up to hundreds of pounds for households, making the cost-of-living crisis worse and fuelling inflation.”
He pledged to continue encouraging O2 customers to switch providers.
Mr Lewis added: “While all impacted mobile customers can leave penalty-free, and many should, most will likely just have to accept a rise that was more than they were told when they signed up. This particularly hits older and more vulnerable people who are less likely to switch.”