Still paying after your broadband contract ended?
Telecom auto-renewal explained
Your broadband or mobile contract has ended, but the bills keep coming – and the monthly fee is higher than before? This page explains whether it is really “auto-renewal”, what operators must do, how to cancel service, and how to claim back overcharges.
Contract ending soon, or already ended?
Operators cannot renew your contract without your agreement. But after the contract ends, service usually continues and you keep being charged, so you need to act.
Jump to operator contacts
- Free to use
- Independent, not affiliated with any operator
- Rules taken from OFCA and the industry code
Why am I still being charged?
The Office of the Communications Authority (OFCA) notes that after a fixed-term contract ends, operators may keep charging monthly, and the fee may differ from the contract rate. Common situations:
| Situation | What happens |
|---|---|
| Service continues after contract ends | You didn’t cancel, so after expiry it becomes month-to-month, possibly at a higher fee |
| Renewal by phone | You agreed to renew on a call – verbal contracts are legally binding |
| Auto-extension clause | The contract says it extends automatically, and you confirmed this when signing |
| Cancellation not completed | Not enough notice given, or the paperwork wasn’t complete, so service never ended |
What are your rights?
The industry Code of Practice for Telecommunications Service Contracts covers individual and residential customers. The latest revision took effect on 1 October 2023:
No automatic renewal
Unless you specifically say so or confirm it, operators cannot automatically extend or renew your contract.
Notice 30–60 days before expiry
Contracts must state that the operator will tell you the contract is ending no more than 60 and no less than 30 days before expiry.
Cancellation notice: one month max
You don’t have to give more than one month’s notice to cancel, and you can choose to give up to 60 days’ notice.
Written confirmation for phone renewals
After a contract is made or extended by phone, the operator must give written confirmation within a reasonable time.
Key point: if you never agreed to renew, or never received an expiry notice, you have a strong case for a refund.
How to cancel and claim back overcharges
1. Find your contract end date
Check your contract, bills or app for the start and end dates, and what you’ll be charged after it ends.
2. Check for notices
Search your email, SMS and letters for any expiry notice, and whether you ever agreed to renew.
3. Request cancellation
Use the methods listed below. Allow enough notice, and ask for written confirmation and a reference number.
4. Call and ask for a refund
You can use this script:
“Hi, my name is [name], account number [number]. My [broadband / mobile] contract ended on [date], but I never agreed to renew and never received an expiry notice. I don’t accept the charges since then, and I’d like a refund of [amount] and to cancel the service now. Could you give me a reference number, please?”
5. If the staff member says no
Ask for a supervisor, note the staff name, date and reference number, then use the template below to complain in writing.
6. Be careful with phone renewals
Don’t agree straight away when offered a renewal by phone. A verbal yes can create a contract – if unsure, say “I need to think about it”.
Operator cancellation and contact details
Want to cancel or complain? Find your operator and tap to call.
Home broadband source: OFCA, Service Termination Arrangements for Home Broadband Services (April 2026). Last verified: 2026-09-27
Home broadband
| Operator | Enquiry hotline | How to cancel | Online | Operator’s required notice |
|---|---|---|---|---|
| HKT Netvigator | 1000 / 3922 6865 | Phone, in person, post, online | Online cancellation form | At least 30 days |
| HKBN | 128100 | Phone, in person, online, post | Online customer centre | At least 30 days |
| China Mobile Hong Kong | 12580 | Phone, in person, email | Online form | 30–60 days |
| HGC | 1223 | Phone, online, post, fax | Online account | At least one month |
| i-CABLE Broadband | 1832832 / 1832819 | Phone, online, post, fax | Online customer centre | At least 30 days |
| SmarTone | 2880 2688 | Phone, in person, post, fax | — | At least 30 days |
Mobile
| Operator | Customer service hotline |
|---|---|
| csl | 2512 3123 (24 hours) |
| 3 Hong Kong | 1033 |
| SmarTone | 2880 2688 (24 hours) |
| China Mobile Hong Kong | 12580 (24 hours) |
| 1O1O | 2888 1010 |
Tip: Operators’ notice requirements may differ from the code. Request cancellation at least one month before your contract ends, and keep written confirmation.
Listed in no particular order.
Spotted an error? Email cs@rightlyhk.com and let us know.
Cancellation and refund request template
Replace the [ ] parts with your details, then send it to your operator’s customer service email or online form.
Subject: Service cancellation and refund request (account number [number]) To the Customer Service Team, [operator name]: I am your [broadband / mobile] customer, account number [number]. My contract ended on [date]. I did not agree to renew or extend the contract, and [I did not receive a notice that the contract was ending]. Under the Code of Practice for Telecommunications Service Contracts, operators may not renew a contract automatically unless the customer specifically says so or confirms it. I request that you: 1. Cancel the above service on [date] and confirm this in writing; 2. Refund the charges made after the contract ended: [amount]. I called your hotline on [date] (reference number [number]). Please reply in writing within a reasonable time. Attachments: [contract copy, bills, call records, etc.] [Name] [Phone] [Date]
Operator won’t help? How to escalate
- 1
Customer Complaint Settlement Scheme (CCSS)
A mediation scheme set up by the telecom industry for billing disputes that have reached deadlock. Basic conditions:
- You have complained to the operator first
- Deadlock: the operator says it can’t resolve it, or it is still unresolved more than 6 weeks after your complaint
- A non-refundable HK$50 mediation fee applies to accepted cases
- Cases under HK$300, about service quality, or where the charge level is clearly stated in the contract are generally not accepted
How to apply: call OFCA on 2180 9521 to check eligibility, email ccss@ofca.gov.hk, or apply online.
- 2
Office of the Communications Authority (OFCA)
OFCA has consumer guidance on contract expiry, renewal and termination – see the OFCA guide.
How to avoid this in future
- Note your contract end date and set a phone reminder
- Check the after-expiry charges before signing
- Don’t agree to phone renewals on the spot – ask for details in writing
- Get written confirmation and a reference number when you cancel
- Check your first bill after the contract ends for price increases
- Cancel add-on services you don’t use
Telecom contract FAQs
Will my broadband contract renew automatically?
Under the industry Code of Practice, operators cannot extend or renew your contract unless you specifically say so or confirm it. But after it ends, service usually continues month-to-month, and the fee may differ from the contract rate.
Must the operator tell me before my contract ends?
Yes. Under the code, contracts must state that the operator will notify you 30 to 60 days before expiry. If you never got a notice, raise it with the operator.
How do I cancel broadband or mobile service?
Follow your operator’s process – usually phone, in person, online form or post. The code says you need not give more than one month’s notice, but operators set their own requirements, so start early and keep confirmation.
Is a renewal made by phone binding?
Yes. Verbal contracts are legally binding, and the operator must confirm in writing within a reasonable time. If you didn’t agree to renew, tell the operator in writing as soon as possible.
Can I get back high fees charged after my contract ended?
Complain to the operator in writing and ask for an explanation and refund. If a billing dispute reaches deadlock, you can apply to the Customer Complaint Settlement Scheme through OFCA.
How much does the CCSS cost?
Accepted cases pay a non-refundable HK$50 mediation fee. Disputes under HK$300, or where the charge level is clearly stated in the contract, are generally not accepted.
Related guides
All guides →
Don’t pay for nothing – it pays to ask
A few extra dollars a month after your contract ends adds up over a year. We are building a free complaint tool to guide you step by step. Join the waitlist and we’ll tell you as soon as it launches.
By submitting, you agree that we will use your email only to tell you about our launch and updates, as described in our privacy policy. You can unsubscribe at any time.
This page is general information, not legal advice. RightlyHK is not affiliated with any operator listed on this page.