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Frequently asked questions
Different types of broadband connections include full fibre (FTTP), part fibre (FTTC), copper (ADSL) and mobile broadband. Full fibre (FTTP) offers the fastest connection, while part fibre (FTTC) is a slightly slower due to copper cabling. Copper (ADSL) is slower and likely to be replaced by fibre in the future. Mobile broadband uses 4G or 5G networks for internet access. For more information about broadband connection types, click this link.
If we’re late when activating your service, or if we miss your engineer appointment, you’ll automatically get compensation. For more details, visit automatic compensation.
You may cancel your agreement for the service and order for equipment within 14 days from your service start date (or the day you receive your order confirmation or your equipment is delivered, if this is later). This doesn’t apply to some services such as TNT Sports or EE TV add-ons. We set out how this works in our terms and conditions at bt.com/legalstuff. If you decide to cancel within this period, you will have to pay for the services you have used and any connection charges that may apply. You must also return any equipment we have sent you. Where you have also cancelled an order for equipment, you must return it (undamaged and in its original packaging), following our instructions. We will refund anything you have already paid for the equipment but may deduct the relevant costs where damage has occurred to the equipment and it is not in its original condition.
Important information
The legal stuff
On 31 March each year the monthly price shown for broadband plans will increase by £3 and for TV plans by £2 (if you take Broadband and TV that’s £5 in total). Out of bundle charges will increase by 5%. All prices shown are in contract prices. Please note the cost of other services you take from us may increase or decrease while you are an BT customer. See bt.com/prices for details.
Fibre from BT
91% UK coverage. Average speeds based on speed available to at least 50% of customers at peak time (8-10pm). Your actual speed will depend on your location, phone line, home wiring, Wi-Fi connection and time of day. Check your speed at bt.com/speed. Our Fibre broadband is subject to availability, geographic location, computer specifications and a line check. The exchange list and dates are subject to change. Terms apply. ‡
Full Fibre from BT
8% UK coverage. Average speeds based on speed available to at least 50% of customers at peak time (8-10pm). Your actual speed will depend on home wiring, Wi-Fi connection and time of day.
Openreach Survey: In some cases, Openreach have to carry out a survey before they can connect a home to Full Fibre. To do this they may need access to your property. If they do, we’ll contact you to arrange a suitable time. If additional work is required, this may take longer than the initial set-up time provided and there could be additional costs. Our team of specialists will contact you to confirm what additional work is needed and how long this will take, usually within four weeks from the date your order was placed. If you don’t want to proceed with your upgrade based on this, you will be able to cancel your order and no charges will be applied to your account. Not all lines in an ultrafast Fibre area can support this service, call today to see if you are eligible.
93% of calls dealt with in UK and Ireland, some specialist teams are located in India.
Streaming on multiple devices: The number of devices capable of simultaneous HD streaming on each package is based on an assumed minimum required speed of 10Mbps.
Complete Wi-Fi guarantee:
96% UK availability. BT sends additional discs to guarantee a reliable Wi-Fi connection in every room of your home. We’ll send you up-to three discs to ensure a reliable Wi-Fi connection in every room of your home. If you still can’t get a reliable Wi-Fi connection around your home, we’ll give you a one-off credit of £100 off your next BT bill. The guarantee only applies when your Smart Hub2 is connected to the fixed broadband network, and it does not cover broadband faults. For full terms see bt.com/legalstuff.
4G Home Broadband
4G speeds vary by location, coverage and demand. Plans for use in fixed location only. 24-month min term. 4G coverage required.
BT Halo
BT Halo offers Our Price Promise, a Keep Connected Promise, double data (or more subject to offer) on your BT Mobile plan and access to Home Tech Experts. No Limits Plan available with selected mobile plans. Our Price Promise: annual price changes still apply. Keep Connected Promise: You’ll need to contact us to report the fault. Mobile network coverage required. Applies for the duration of your fault only. See full BT Halo terms.
BT Home Essentials
See full Home Essentials terms and conditions.
Stay Fast Guarantee
We guarantee the speed to your hub. Check your speed using the MyBT app, online or by calling 0800 800 150. If after 30 days we can’t get you back to the speed, we promised we’ll give you a £20 Reward card. Up to four claims a year. Excludes outages, connection faults and home wiring outside of BT’s control.
Double Data for BT Broadband Customers
Available to selected new and existing EE customers on a pay monthly handset plan or selected SIM only phone plans who also have an existing eligible BT Broadband Plan. Both accounts to be registered to the same account holder at the same address to benefit from a double data boost on their registered EE Plan. Double data applicable to all numbers registered on the EE account. Double data applied to core data allowance only. One eligible EE account per BT account. Consumer plans only. You can only have one double data offer per EE mobile account. If either the EE or BT account has an outstanding overdue balance, the double data will be removed. If you are no longer an eligible EE or BT customer, double data will be removed. No cash alternative. May take up to 24 hours to activate. For further information around data processing, please see our EE Privacy Policy or BT Privacy Policy.
Software Support for BT’s Broadband Devices
For further information on Product Security and Telecommunications Infrastructure (PSTI), software support and how to report software vulnerabilities, please refer to bt.com/terms/otherlegalstuff.
BT Broadband and EE TV Installation service terms
What we provide
1. We will:
a. install and connect your BT Hub and connect a device to the BT Broadband service;
b. demonstrate a working product and test your Wi-Fi signal;
c. connect any additional kit for other BT products and services such as Complete Wi-Fi;
d. connect your EE TV to the BT Broadband, including any multi-room boxes where applicable; and
e. install a single additional cable / socket if needed in order to connect your BT Broadband Service.
2. You will be responsible for reconnecting any existing devices or equipment you may have.
Providing the Broadband installation service to you
3. In order to provide the service:
a. your property must be located on the UK mainland and Northern Ireland;
b. you must own the property or have permission from the landlord or agent managing the property and have permission from any other relevant authority to have the work done; and
c. there must be a responsible adult present in your home. Where this person is not you, it must be someone authorised by you to make decisions regarding the location and installation of equipment.
Who will be carrying out the installation service?
4. We work with Openreach to provide installation services if you require a new phone line, and for specific technology changes that require work outside of your property (e.g. Full Fibre).
When the Broadband installation service starts
5. We will agree a date and timeslot with you for the service. If there is a delay in performing the service for reasons outside of our control, then we will let you know and take steps to reduce the delay. We will not be liable to you for such delays.
6. If we need to change the installation date, we will try to contact you as soon as possible before the scheduled installation date.
7. If you need to change or cancel any appointment date, you must tell BT at least one working day prior to the scheduled appointment or we may charge the equivalent of the installation charge. We may also charge you if the engineer is unable to access or is refused access to your property at the time of the scheduled appointment.
Cancellation
8. You may cancel your agreement for the service at any time before the engineer starts work on the installation. Once the installation work has started any applicable installation charges cannot be refunded, and you will be liable to pay this. For details of charges please see our Tariff Guide.
9. The Broadband installation service is a standalone service and separate from your contract for the BT Broadband Service.
Other things you should know
10. If the Broadband and TV installation service cannot be provided for reasons outside our control you will not be charged.
Ownership of broadband hubs and TV boxes
- As of 13 December 2019, we own all BT Broadband Hubs (Hub 4, Smart Hub, and Smart Hub 2) and TV Boxes (Z4, G4 and G5) sent out to customers. Not applicable for Hubs and Wi-Fi Discs purchased outright.
- When you replace hubs or boxes, or leave BT, please return those items to us. If the kit is not returned, you may be liable for a charge. Details of charging can be found on the Tariff Guide.
- You have a total of 60 days to return your items, and which includes the time taken for us to send out a jiffy bag.
- If you prefer, you may also drop your items off in an EE store (see BT.com/returns for more details).
New Customer Packages:
BT Halo benefits
Our Price Promise: You’ll keep the same monthly price, when your contract ends. This doesn’t include any changes as a result of annual percentage increase in the Consumer Price Index (CPI) rate of inflation. See bt.com/prices for more information.
Keep Connected Promise: See BT Halo terms. You’ll need to contact us to report the fault or home move. Mobile network coverage required. Applies for the duration of your fault or home move only.
Smart Hub 2: available to Halo 3+ customers who don’t already have one.
Home Tech Experts: available to all BT Halo 3 and BT Halo 3+ customers Our Home Tech Experts are trained to install, repair and optimise BT products and service. See BT Halo terms.
Dedicated UK and Ireland-based Support: we may route your call outside the UK and Ireland under certain circumstances.
Broadband Unlimited with Home Phone
Prices and terms subject to change during the contract term.
For new Broadband Unlimited customers that sign up for 24 months. Price from month 25 currently £34.99 a month. Includes a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre Essential with Home Phone
Prices and terms subject to change during the contract term.
For new Fibre Essential customers that sign up for 24 months. Price from month 25 currently £39.99 a month. Includes a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre Essential without Home Phone
Prices and terms subject to change during the contract term.
For new Fibre Essential customers that sign up for 24 months. Price from month 25 currently £34.99 a month. Includes a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 1 with Home Phone
Prices and terms subject to change during the contract term.
For new Fibre 1 customers that sign up for 24 months. Price from month 25 currently £40.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 1 without Home Phone
Prices and terms subject to change during the contract term.
For new Fibre 1 customers that sign up for 24 months. Price from month 25 currently £35.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 2 with Home Phone
Prices and terms subject to change during the contract term.
For new Fibre 2 Unlimited customers that sign up for 24 months. Price from month 25 currently £39.99 a month. Includes Unlimited Weekend Calls, BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). If you leave in the first year, we'll charge you up to £65 towards the cost of your new Hub. Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 2 without Home Phone
Prices and terms subject to change during the contract term.
For new Fibre 2 Unlimited customers that sign up for 24 months. Price from month 25 currently £34.99 a month. Includes Unlimited Weekend Calls, BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). If you leave in the first year, we'll charge you up to £65 towards the cost of your new Hub. Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre with Halo 3
Prices and terms subject to change during the contract term.
For new Fibre with Halo3 customers that sign up for 24 months. Price from month 25 currently £69.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 100 with Halo 3
Prices and terms subject to change during the contract term.
For new Fibre 100 with Halo 3 customers that sign up for 24 months. Price from month 25 currently £73.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 250 with Halo 3
Prices and terms subject to change during the contract term.
For new Fibre 250 with Halo3 customers that sign up for 24 months. Price from month 25 currently £78.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 100 with Halo 3
Prices and terms subject to change during the contract term.
For new Fibre 100 with Halo3 customers that sign up for 24 months. Price from month 25 currently £73.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 300 with Halo 3
Prices and terms subject to change during the contract term.
For new Full Fibre 300 with Halo 3 customers that sign up for 24 months, £78.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 900 with Halo 3
Prices and terms subject to change during the contract term.
For new Full Fibre 900 with Halo 3 customers that sign up for 24 months, £83.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre with Halo 3+
Prices and terms subject to change during the contract term.
For new Fibre with Halo3+ customers that sign up for 24 months. Price from month 25 currently £80.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 100 with Halo 3+
Prices and terms subject to change during the contract term.
For new Fibre 100 with Halo 3+ customers that sign up for 24 months. Price from month 25 currently £84.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 250 with Halo 3+
Prices and terms subject to change during the contract term.
For new Fibre 250 with Halo3+ customers that sign up for 24 months. Price from month 25 currently £89.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 100 with Halo 3+
Prices and terms subject to change during the contract term.
For new Fibre 100 with Halo3+ customers that sign up for 24 months. Price from month 25 currently £84.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 300 with Halo 3+
Prices and terms subject to change during the contract term.
For new Full Fibre 300 with Halo 3+ customers that sign up for 24 months, £89.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 900 with Halo 3+
Prices and terms subject to change during the contract term.
For new Full Fibre 900 with Halo 3+ customers that sign up for 24 months, £95.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 100 with Home Phone
Prices and terms subject to change during the contract term.
For new Fibre 100 customers that sign up for 24 months. £45.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 100 without Home Phone
Prices and terms subject to change during the contract term.
For new Fibre 100 customers that sign up for 24 months. £40.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 250 with Home Phone
Prices and terms subject to change during the contract term.
For new Fibre 250 customers that sign up for 24 months. £44.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. BT Virus Protect works on compatible PC/MACs.
Fibre 250 without Home Phone
Prices and terms subject to change during the contract term.
For new Fibre 250 customers that sign up for 24 months. £39.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 100 with Home Phone
Prices and terms subject to change during the contract term.
For new Fibre 100 customers that sign up for 24 months. £39.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 100 without Home Phone
Prices and terms subject to change during the contract term.
For new Fibre 100 customers that sign up for 24 months. £34.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 300 with Home Phone
Prices and terms subject to change during the contract term.
For new Fibre 300 customers that sign up for 24 months. £42.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 300 without Home Phone
Prices and terms subject to change during the contract term.
For new Fibre 300 customers that sign up for 24 months. £37.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 500 with Home Phone
Prices and terms subject to change during the contract term.
For new Full Fibre 500 customers that sign up for 24 months. £49.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 500 without Home Phone
Prices and terms subject to change during the contract term.
For new Full Fibre 500 customers that sign up for 24 months. £44.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 900 with Home Phone
Prices and terms subject to change during the contract term.
For new Full Fibre 900 customers that sign up for 24 months. £54.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 900 Without Home Phone
Prices and terms subject to change during the contract term.
For new Full Fibre 900 customers that sign up for 24 months. £49.99 a month from month 25. Includes BT Virus Protect and a BT Smart Hub. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Our Prices and Special Offers
We have set out our prices in a separate document called our Tariff Guide.
Read our Tariff Guide.
Some of our Special Offers also have their own terms.
As of 16th June, our broadband pricing will increase to our new standard pricing for the following packages
Fibre 500 £47.99
Fibre 900 £57.99
As of 30th June, our broadband pricing will increase to our new standard pricing for the following packages
Fibre Essential £31.99
Fibre 1 £32.99
Fibre 2 £35.99
Fibre 100 £37.99
All terms in our tariff guide apply.
12 Month Student Deals
Broadband Unlimited 12 Months
Prices and terms subject to change during the contract term.
For new Fibre Unlimited customers that sign up for 12 months. Price from month 13 currently £31.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre Essential 12 Months
Prices and terms subject to change during the contract term.
For new Fibre Essential customers that sign up for 12 months. Price from month 13 currently £33.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 1 12 Months
Prices and terms subject to change during the contract term.
For new Fibre 1 customers that sign up for 12 months. Price from month 13 currently £34.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 2 12 Months
Prices and terms subject to change during the contract term.
For new Fibre 2 customers that sign up for 12 months. Price from month 13 currently £38.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 100 12 Months
Prices and terms subject to change during the contract term.
For new Fibre 100 customers that sign up for 12 months. Price from month 13 currently £40.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Fibre 250 12 Months
Prices and terms subject to change during the contract term.
For new Fibre 250 customers that sign up for 12 months. Price from month 13 currently £50.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 100 12 months
Prices and terms subject to change during the contract term.
For new Full Fibre 100 customers that sign up for 12 months. Price from month 13 currently £40.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 500 12 months
Prices and terms subject to change during the contract term.
For new Full Fibre 300 customers that sign up for 12 months. Price from month 13 currently £50.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
Full Fibre 900 12 month
Prices and terms subject to change during the contract term. For new Full Fibre 900 customers that sign up for 12 months. Price from month 13 currently £60.99 a month. Includes BT Virus Protect and a BT Home Hub (unless BT has already provided you with one). Compatible line required otherwise £49.99 connection charge may apply. Payment by Direct Debit. BT Virus Protect works on compatible PC/MACs.
30 day rolling contracts
Available via BT.com only. 30 day rolling plan requires 30 days cancellation notice. Any additional products with minimum commitment are not eligible to be taken in conjunction with this offer. Requires £50 activation fee upfront. Line Rental included in monthly cost. Customers will be charged for any unreturned equipment if they decide to cancel.
You must claim your BT Reward Card within 3 months of placing your order on bt.com by entering your details on www.bt.com/manage/bt-reward-card/ and must activate the card within 3 months of issuance.
If installed prior to 31-Oct: Following a successful claim, your card will be sent to the broadband installation address. Offer, BT Reward Card & BT terms apply - www.bt.com/manage/bt-reward-card/
If installed from 1-Nov onwards: Following a successful claim, your card will be sent to the email account you signed up with. Offer, BT Reward Card & BT terms apply - www.bt.com/manage/bt-reward-card/
The card is issued by GVS Prepaid Ltd, an Electronic Money Institution authorised in the UK by the Financial Conduct Authority with Firm Reference number 900230, pursuant to license by Mastercard International Inc. Mastercard® is a registered trademark of Mastercard International Incorporated. GVS Prepaid Ltd.’s company registration number is 09193070 and its registered office is at Westside, London Road, Hemel Hempstead, HP3 9TD
Please note that Reward cards can also be referred to as BT Reward cards – they are the same thing.
Fibre speeds
BT Fibre speeds referred to are download speeds; speeds affected by various factors including distance from the cabinet, time of day and internal home wiring. If your line won't support our top speed, we'll offer the best speed available. We'll always offer the best available speed on your line.
Broadband Extras
BT Virus Protect
BT Virus Protect for 2 devices comes as standard with all our broadband packages, except Halo 2 with Fibre which comes with 15 devices. You can increase to 15 licences for only £4 a month, with the first month free. You'll need to activate and download this service; it may not work with some computer or mobile systems. See details.
* based on 5x McAfee True Key licenses and BT Virus Protect
BT Parental Controls
BT is not responsible for any of the site categorisations – this is done by our 3rd party specialist vendor. The Account Holder needs to set up and maintain this service. If you delete your account – your settings will be lost. You can re-activate at any time, but you will need to add all of your settings again.
Flexible TV
24-month minimum term. Prices and content may vary. You can change your TV package every month. Any change will be at the standard price as set out in our tariff guide. Every plan comes with a recordable TV box (unless you have already been provided with one). HDMI connection required. A 1.5m ethernet cable will be provided to connect your TV box and broadband hub. To connect your TV Box Pro and smart hub using wi-fi, we’d recommend that the box is less than 5 metres from the hub. Optional £30 charge for an engineer install, if required. Availability of digital channels and quality of content depends on local transmitter and suitable rooftop aerial (www.freeview.co.uk/availability). You need a TV Licence if you watch or record live TV on any channel or service – for more information, please visit TV licensing. Payment is by Direct Debit. Personal use only. Subject to availability. Terms apply.
Flexible TV Packages
Entertainment – NOW Entertainment RRP £9.99 per month. NOW account required and terms apply. A Netflix Standard with adverts plan, watch and download movies and TV shows with a few ads on 2 screens at a time in Full HD. Netflix Standard with adverts plan RRP £4.99. Netflix Terms of Use apply - see www.netflix.com/TermsOfUse for details. discovery+ Basic RRP £3.99 per month. discovery+ account required and terms apply.
Sport – TNT Sports includes access to discovery+ where you can stream all TNT Sports content on any compatible device, including Large Screen access in 4K HDR, complete with immersive Dolby Atmos. discovery+ Premium RRP £30.99 per month, discovery+ account required, and terms apply.
Big Entertainment – NOW Entertainment RRP £9.99 per month, NOW Cinema RRP £9.99 per month. NOW account required and terms apply. A Netflix Standard with adverts plan, watch and download movies and TV shows with a few ads on 2 screens at a time in Full HD. Netflix Standard with adverts plan RRP £4.99. Netflix Terms of Use apply see www.netflix.com/TermsOfUse for details. discovery+ account required and terms apply.
Big Sport – NOW Sports RRP £34.99 per month. NOW account required and terms apply. TNT Sports includes access to discovery+ where you can stream all TNT Sports content on any compatible device, including Large Screen access in 4K HDR, complete with immersive Dolby Atmos. discovery+ Premium RRP £30.99 per month, discovery+ account required, and terms apply.
Full Works – NOW Entertainment RRP £9.99 per month, NOW Cinema RRP £9.99 per month, NOW Sports RRP £34.99 per month and NOW Boost RRP £6.00 per month. NOW account required and terms apply. A Netflix Standard plan, watch unlimited movies and TV shows on 2 screens at the same time in Full HD. Netflix Standard plan RRP £10.99. Netflix Terms of Use apply - see www.netflix.com/TermsOfUse for details. TNT Sports includes access to discovery+ where you can stream all TNT Sports content on any compatible device, including Large Screen access in 4K HDR, complete with immersive Dolby Atmos. discovery+ Premium RRP £30.99 per month, discovery+ account required, and terms apply.
For Broadband Unlimited customers, taking No Frills or Sport: as you will not have sufficient line quality and speed, content is only available in standard definition. NOW Membership will only be available to watch via the app on your set-top-box and compatible devices and not through the electronic programme guide. You can only watch/record one sport channel at any given time.
Non-flexible TV packages
No Frills – Up to 94 free-to-air channels. 7 days of catch-up through your TV guide. The latest movies to buy or rent in the EE TV Player. Pause, record and rewind these channels on your EE TV set top box. 12-month minimum term.
Internet Mode (IP)
You can connect your TV Box Pro using Internet mode or by using an aerial. The TV Box Mini only connects using Internet Mode. Some channels that are available in aerial mode may not be available in internet mode. It is not possible to watch recordings made in Internet mode if you switch to aerial mode. Existing TV Box Pro customers that move from aerial mode to Internet mode may lose any subsequent recordings and settings.
Ownership of TV boxes
- As of 13 December 2019, we own all BT Broadband and TV Boxes (Z4, G4, G5, TV Box Pro & TV Box Mini) sent out to customers.
- When you replace your TV box, upgrade, or leave BT, please return your TV box to us. If the kit is not returned, you may be liable for a charge. Details of charging can be found on the Tariff Guide see BT.com/returns for more details
- You have a total of 60 days to return your items, and which includes the time taken for us to send out a jiffy bag.
Software Support for TV boxes
For further information on Product Security and Telecommunications Infrastructure (PSTI), software support and how to report software vulnerabilities, please refer to bt.com/terms/otherlegalstuff.
TV Extras
All TV extras have a monthly minimum term and renew automatically until cancelled.
For customers taking TNT Sports: Selected content available in 4K, HDR and 4K HDR. Min line speed and compatible equipment required. HD: HD on demand requires suitable HDMI cable, a HD ready TV and 5Mbps minimum line speed for streaming. NOW Boost: For customers with NOW content. Full HD & Dolby 5.1 on selected content only. No Hayu content and limited Kids content available. Full HD-capable device, compatible home cinema system and broadband (min. speed 12Mbps) required.
TNT Sports: You can only access TNT Sports in the UK.
Netflix: Available on a monthly minimum term from £4.99 a month. If you watch Netflix on a TV box it will not count towards your broadband usage, but watching on your laptop or other devices will. See www.netflix.com/TermsOfUse for details.
NOW 7 Day Free Trial: You may be entitled to a free 7-day trial with your NOW Membership. You are only eligible for a free trial if you are a new or existing EE TV customer, taking the following NOW Memberships: NOW Entertainment, NOW Cinema, NOW hayu and NOW Boost. Each NOW Membership has its own free 7-day trial. You are not eligible for a free trial if you’ve had one before on a selected Membership via EE TV or NOW, or if your free trial is on a selected NOW Membership which you have already had bundled into a TV package. Your 7-day free trial will start from the date you place your order. We may ask for the email address you used to set up an existing or recent NOW account. At the end of the free trial, the NOW Membership will automatically renew to its standard price per month. (Entertainment £9.99pm; Cinema £9.99pm; hayu £4.99pm; Boost £6pm). You will be charged for a full month of content to your payment method, which will be added to your next BT bill, unless you cancel your NOW Membership before the end of the free trial. To cancel, go to My BT and turn off the auto-renewal. You can cancel at any time within the free 7-day trial period, and you’ll still be able to enjoy your NOW Membership for free for the full 7 days.
Extra Box: One box per customer. Only available on Fibre Broadband plans, minimum speed threshold of 35Mbps apply for TV Box Mini, speeds of under 35Mbps (but above 23Mbps) may be offered an alternative. May require a primary box upgrade for the TV Box Mini
Asian Mix: Available for a monthly minimum term for £5 a month. Content may vary.
Apple TV+: Individual Apple TV+ Membership £8.99 a month. Automatically renews every month, you can cancel at any time. Requires a compatible mobile or TV device for use, for full list please go to Apple Support TV+. Not all of our TV set top boxes are compatible, access is still available using other devices as above. Apple ID required for full functionality. Apple TV+ is for your personal, non-commercial use only. It’s your responsibility to ensure that content accessed by under 18s is suitable for them. Content available may change from time to time. Apple TV+ terms apply. For more details go to https://www.bt.com/legalstuff.
Apple TV+ 3 Months Free Offer: Offer available to existing EE TV consumer customers only, it is not available to Business Connect customers. Individual Apple TV+ Membership is free for 3 months. You’re still eligible if you’ve already benefited from a six months’ free Apple TV+ Membership offer before with EE. Subscriptions starts when you add the offer to your account (rather than when you activate the add-on). After 3 months, membership automatically renews, and you’ll be charged £8.99 a month. You can cancel at any time. If removed from your account during the first three months, you’ll be unable to get the add-on again free of charge. Requires a compatible mobile or TV device for use, for full list please go to Apple TV+ Support. Our old TV Boxes will not be compatible; access is still available using other devices as above. Apple ID required for full functionality. Apple TV+ is for your personal, non-commercial use only. Content available may change. This offer is non-transferable. Not available with any other Apple TV+ Membership offer. Apple TV+ terms apply. For more details go to https://www.bt.com/legalstuff.
See our tariff guide for details of all our standard prices.
Calls to service numbers
Calls to service numbers starting 084, 087, 09 & 118 consist of an access charge from BT, plus a service charge set by the company you call – check the tariff guide for the latest charges.
Where calling plans include a set number of minutes we always round up to the nearest minute.
Pay As You Go: 30-day minimum term. Check the tariff guide for the pence per minute rates for all UK landlines, UK mobiles and 0845 and 0870 numbers excluding the Channel Islands.
500 Minutes: 30-day minimum term. 500 inclusive anytime minutes to UK landlines, UK mobiles and 0845 and 0870 numbers excluding the Channel Islands. Maximum of 150 calls to 0845 and 0870 numbers. If you exceed your 500 Minute calling plan allowance two months in a row, we’ll move you onto our Unlimited Minutes plan.
700 Minutes: 30-day minimum term. 700 inclusive anytime minutes to UK landlines, UK mobiles and 0845 and 0870 numbers excluding the Channel Islands. Maximum of 150 calls to 0845 and 0870 numbers. If you exceed your 700 Minute calling plan allowance two months in a row, we’ll move you onto our Unlimited Minutes plan.
Unlimited Minutes: 30-day minimum term. Unlimited anytime calls to UK landlines and UK mobiles excluding the Channel Islands. 150 calls or 1000 minutes a month to 0845 and 0870 numbers.
International Freedom
Only £12.11 a month. Includes calls to landlines in 36 International destinations. For residential customers on a BT Calling Plan. Minimum 1 month term. Fair use policy (calls over 600 minutes a month will be charged from 8.44p a minute) and Terms and Conditions apply. Some regions are included or excluded within countries:
- Australia includes the Christmas Islands & Cocos Islands
- Cyprus excludes Northern Cyprus
- Ireland is the Republic of Ireland. Calls made from Northern Ireland to fixed lines in the Republic of Ireland are not included within International Freedom & will be charged at standard rates.
- Italy includes the Vatican City
- New Zealand includes the Chatham Islands
- Spain includes the Canary Islands
Friends & Family International
Only £2.86 a month. A 32.80p call set up fee applies.
Call Diversion
Customers pay for the diverted leg of the call at applicable rates.
Voicemail
An optional service with no minimum call commitment. For the monthly fee please check our tariff guide for the latest charges.
If using the call return feature, it will not be available if the person leaving the message has chosen to withhold their number or if the call was from an international number. Customers who use Call Barring should note that calls to 1571 will be barred under outgoing Call Barring option 1. This is because calling 1571 may lead to a chargeable call. A facility fee will also be charged for the call set-up attempt. Some social alarm and burglar alarm equipment may not be compatible with 1571. Please check with your supplier.
BT 1471
Dialling BT 1471 without using Call Return is free. The Call Return feature of BT 1471 costs a fixed fee of 35p. The fee will apply when you press 3 to return your last caller's call. This charge applies whether or not the call is connected. If you don't want your number to be obtained through Caller Display or Call Return (1471), dial 141 before making your call. 1471 cannot disclose the number if the number is withheld, unavailable or the call came from a switchboard extension number.
BT8600 Nuisance Call Blocker
Nuisance call blocking functionality blocks up to 100% of nuisance/unwanted calls. To block nuisance calls you need the Caller Display service to be active on your account. See landline details.
Line rental
You can pay for your monthly line rental by direct debit for the latest on the costs please see our tariff guide.
Home Phone Saver 2020
£22.86 a month. Available to new and existing BT customers that sign up for an 18-month minimum term. Also included when you opt in are BT Privacy Caller Display, Anonymous Call Reject, and Free 1471 call return. This package cannot be taken alongside BT Broadband with calls bundles, Line Rental Saver or Line Rental Plus. Terms apply.
Line Rental Plus
For a small additional cost line rental plus is available to new and existing standard BT line rental customers – please see our tariff guide for the latest charge.
A 12-month minimum term applies for new line rental contracts. Includes PromptCare, Choose to Refuse, SMS alerts, Premium Rate Service and International Call Barring. You can pay for Line Rental Plus by any method unless you take another service that requires payment by Direct Debit. Connection charges may apply. Terms apply. PromptCare operates between 8am and 6pm on weekdays and Saturdays. We aim to repair a fault by midnight on the next working day after you report the fault to us unless a specific appointment date is agreed. Faults reported after 9pm Monday to Saturday, or anytime on Sundays or on public or bank holidays, will be treated as if you reported the fault at 8am on the next working day. PromptCare is not available on telephone lines provided using fibre technology.
discovery+ Premium (incl. TNT Sports)
discovery+ Premium (incl. TNT Sports) £30.99 a month. 28-day minimum term. Renews automatically until cancelled. You can only access TNT Sports in the UK. Includes HD content and Dolby Atmos on selected events, minimum line speed and compatible device needed. Maximum of 2 devices may be used simultaneously.
TNT Sports on discovery+ with BT broadband (App only)
discovery+: BT Broadband contract required. You can only access TNT Sports in the UK. Requires minimum 400kbps line speed or good Wi-Fi/3G/4G and a compatible device. Maximum of 2 devices may be used simultaneously.
TNT Sports on EE TV with BT broadband
TNT Sports with EE TV: £18.00 a month. 24-month contract. New 24-month BT Broadband and EE TV contracts required. Prices and TNT Sports content subject to change at any time. Payment by Direct Debit. Terms apply.
TNT Sports on Sky TV with BT broadband
TNT Sports on Sky TV with BT Broadband: For UK residential BT Broadband customers. New 24-month BT Broadband contract required. TNT Sports on Sky TV also requires Sky box, active viewing card and 24-month TNT Sports contract. Ongoing BT Broadband contract renewal needed to get discounted TNT Sports. £26.75 a month out of contract charge applies if you don’t renew your BT Broadband contract. Excludes Multiscreen. E-billing required. Prices and TNT Sports content subject to change at any time. Terms apply.
TNT Sports Ultra-HD and HD - TNT Sports Ultra-HD and HD - service requires HD ready TV & cabling; Sky customers need a black Sky box. Available to new and existing non-HD TNT Sports customers that watch TNT Sports on Sky or EE TV with BT Superfast Fibre. There's a 1-month minimum term. £6.50 a month.
TNT Sports on 2nd Sky Box - For new and existing customers who access TNT Sports via the Sky Digital Satellite Platform and have a Sky Multi-room subscription, signing up to TNT Sports Second Box on a rolling 1-month contract. You'll get TNT Sports Second Box at no extra charge for the first three months. From month four you will pay the standard monthly subscription charge (currently £6 a month). It must be taken with a standard TNT Sports subscription. You can end your subscription to TNT Sports Second Box at any time subject to 30 days' notice. Offer excludes existing TNT Sports Second Box customers.
Monthly Spend Cap
Your spend cap is for data, minutes or texts beyond your plan’s monthly allowance, you can set a limit on what you spend. Any add-ons you buy won’t count towards the spend cap and you’ll get separate one-off or monthly charges for these.
Your initial cap is set to £40 for out of plan spend and £35 for data roaming, you can decrease your limit to £0 or increase up to a maximum of £200 subject to your credit status.
BT Wi-fi & 4G
See btwifi.com. BT Mobile customers get access to the wi-fi hotspots already available to existing BT Broadband customers.4G speeds vary by location, coverage and demand.
5G
Check Coverage checker before buying. Speeds vary by location, coverage and demand. 5G coverage, plan & compatible device needed.
Add-Ons
Extra Speed - With Extra Speed 4G, the maximum speed available through the network is capped at 60 Mbps rather than 30 Mbps on our standard 4G. The speeds you get on your phone will be lower, and depend on things like the number of users, distance from the mast and the type of 4G phone you have. This add on is valid from the moment you buy it and then runs on a 30-day rolling contract. Extra Speed 4G is not available on BT Business Mobile plans.
Roaming - Travel Data Pass is a daily data roaming add-on available to all existing BT Mobile customers. USA Data Roaming add-ons are no longer available for sale. They are valid for 30 days or until you've used up all the data – whichever comes first.
Wi-Fi Calling
Available on selected enabled BT Mobile plans and iPhone 5S and above. Wi-Fi connection required. All calls or texts charged as per your BT Mobile plan. Terms apply.
4G Calling
Available on selected enabled BT Mobile plans and iPhone 6 and above. 4G connection required. All calls or texts charged as per your BT Mobile plan. Terms apply.
Wi-Fi / 4G Calling
Available on selected enabled BT Mobile plans. 4G Calling also available on iPhone 6 and above – 4G connection required. Wi-Fi Calling also available on iPhone 5S and above - Wi-Fi connection required. All calls or texts charged as per your BT Mobile plan. Terms apply.
BT Mobile Plans
Discounted price for BT broadband homes (excludes business). Payment is by direct debit and subject to credit status. UK calls to UK landlines (starting 01,02,03) and UK mobiles, standard UK texts and data within the UK. Speeds vary by location, coverage and demand. One minute minimum call charge. Service numbers beginning 084, 087, 09 and 118 have an access charge of 42.28p per minute plus a service charge set by the company you call. 0800 numbers and calls to voicemail included. Early termination charge may apply if you stop your service in the first 24 months, see bt.com/terms
Exclusive EE deals
The EE deals that we feature online with BT Mobile, that BT broadband customers get exclusive access to are only available for new EE customers.
Prices may change at any time during the contract
Available to existing BT Mobile SIM-Only or Family SIM customers. BT broadband homes (excludes business). 24-month minimum term. Payment is by direct debit and subject to credit status. UK calls to UK landlines (starting 01,02,03) and UK mobiles, standard UK texts and data within the UK. Speeds vary by location, coverage and demand. One minute minimum call charge. Service numbers beginning 084, 087, 09 and 118 have an access charge of 42.28p per minute plus a service charge set by the company you call. 0800 numbers and calls to voicemail included. Early termination charge may apply if you stop your service in the first 24 months, see bt.com/legalstuff.
BT Mobile Extras
Extra Speed
With Extra Speed, the maximum speed available through the network is capped at 60 Mbps rather than 30 Mbps on our standard 4G. The speeds you get on your phone will be lower, and depend on things like the number of users, distance from the mast and the type of 4G phone you have. This add on is valid from the moment you buy it and then runs on a 30-day rolling contract. Extra Speed is not available on BT Business Mobile plans.
Data and minute add-ons
These add-ons run on a 30-day rolling contract until you cancel them. When you first buy an Add-On, it lasts until the date of your next BT Mobile bill. It covers minutes or data used over your inclusive plan allowance, up to the allowance for that Add-On, from your last BT Mobile bill until your next one. Add-On allowances reset at the start of each billing month. You can only have one data and one minutes Add-On at any one time
A UK Add-On covers minutes or data used over your inclusive plan allowance, up to the allowance for that Add-On, from your last BT Mobile bill until your next one. (So, if you buy a 500MB Add-On 10 days before the date of your next bill, it'll cover the data you use for those days and the previous 20). The add-on renews automatically every month on the date you get your BT Mobile bill, unless you cancel it.
If you don't want your UK Add-On to renew automatically, you'll need to contact us to cancel it before the date of your next BT Mobile bill. (You can still carry on using it until the date of your next bill and we won't charge you again). Any unused allowance won't carry over when your billing month ends. And if you go over your allowance, standard charges will apply. You can have a maximum of one for minutes and one for data at any one time. We won't transfer or refund UK Add-Ons. They're for your personal use and subject to BT Mobile Service terms and conditions.
BT Halo Broadband benefits
Our Price Promise: You’ll keep the same monthly price, when your contract ends. This doesn’t include any changes as a result of annual percentage increase in the Consumer Price Index (CPI) rate of inflation plus 3.9%. See bt.com/prices for more information.
Keep Connected Promise: See BT Halo terms. You’ll need to contact us to report the fault or home move. Mobile network coverage required. Applies for the duration of your fault or home move only.
Smart Hub 2: available to BT Halo 2 customers who don’t already have one.
Dedicated UK and Ireland-based Support: we may route your call outside the UK and Ireland under certain circumstances.
BT Halo Mobile benefits
Fastest 4G speed: your actual speed will depend on factors such as your mobile coverage, demand and location.
No Limits Plan: New and existing BT Halo customers taking selected BT Mobile plans. Unlimited anytime calls to UK landlines and UK mobiles excluding the Channel Islands. 150 calls or 1000 minutes a month to 0845 and 0870 numbers.
Mobile plan prices may change at any time during the contract.
Available to existing customers (excludes business). Payment is by direct debit and subjective credit status. UK calls to UK landlines (starting 01, 02, 03) and UK mobiles, standard UK texts and data within the UK. Speeds vary by location, coverage, and demand. One minute minimum call charge. begin 084,087, 09 and 118 have access charge of 42.28p per minute plus a service charge set by the company you call.
Terms and conditions - EE and BT are part of the BT group
Your EE mobile contract will be with EE Ltd. Your BT Broadband contract is with BT Plc and is unaffected.
Special Offers
BT Broadband customers joining EE are entitled to one special offer per BT account. The Special Offer can either be an Exclusive Deal or a 10% discount off EE plans. Accounts must be registered in same name and address. New EE customers only. Consumer plans only. Cannot be used in conjunction with any other offers unless expressly stated. Offers are non-transferable.
Exclusive Deals
From time-to-time, BT Broadband customers will be able to access EE deals that are not available to any other customers.
10% off EE
Available to BT Broadband customers when joining EE on a pay monthly handset or 12 months or more SIM only plan. Discount applied after any other valid offer on the monthly price of the EE plan only – excludes upfront device cost, out of bundle call charges and all other costs. Discount applied after sale and your broadband service is active and will show on EE bill. No cash alternative.
30% off and Double Data
Available to BT Broadband customers when joining EE on a pay monthly handset or 12 months or more SIM only plan. Discount applied after any other valid offer on the monthly price of the EE plan only – excludes upfront device cost, out of bundle call charges and all other costs. Discount applied after sale and your broadband service is active and will show on EE bill. No cash alternative.