These terms and conditions come into force with effect from 12 January 2024.  

 

BT Home Phone and BT Broadband terms and conditions

Please take some time to read these terms and conditions. They provide important information about the services we're providing you with. This includes how we may change a service, the agreement and the charges.

The most important parts of the terms and conditions are explained below.

Common questions and important terms

What services am I getting?

We explain the details of the services, including the charges, in your order confirmation and your My BT account on the website at bt.com.

How long does a service last and when does it start?

Each service will last for a minimum amount of time (the minimum term), which is set out in your order confirmation. We switch on a service on the service start date shown in your order confirmation. We start charging you from this date too.

If you change your mind, you can cancel a service as set out in clause 5 of these terms and conditions.

In some circumstances you can end a service early. We explain these in clause 10 of these terms and conditions. If you end a service during the minimum term, or if we end it early because you have done something wrong, you may have to pay us compensation. Unless you tell us not to, we'll take this charge from the account you have given us details of, but we'll give you reasonable notice first. For more information about charges for leaving early, read clause 13 of these terms and conditions or go to www.bt.com/earlytermination.

Will the charges increase?

How the charges may increase depends on whether or not you purchased a fixed price broadband service.

Non-Fixed price broadband service customers

If you are not a fixed price broadband service customer then we will increase the amount you pay for your service by a percentage comprised of i) the annual percentage increase in the Consumer Price Index (CPI) rate of inflation plus ii) 3.9%. We will do this so the price increase takes effect on or after 31st March each year. We will also increase international calling and texting charges where our partners increase the cost to us. See clause 21e for details on how this will happen and your right to cancel if we do so. In addition, we may increase the charges at any time. Read clauses 20 and 21 of these terms and conditions for more details. If you change a service, you'll pay the charge for the new service from the day we agree it starts.

Fixed price broadband service customers

If you are a fixed price broadband service customer then the monthly price that you pay for your BT Broadband service will not increase during the minimum term.

All other charges (including the monthly price that you pay for any BT Phone service) will or may increase as described above for non-fixed price broadband service customers. This means that the amount of those other charges will increase by CPI plus 3.9% each year, your international call and texting charges may also increase as described above, and we may increase those other charges at any time.

At the end of the minimum term your fixed price period ends and your BT Broadband monthly price will change as described above for non-fixed price customers. This means that following the end of the minimum term your monthly price for your BT Broadband can change, and that it will increase by CPI plus 3.9% each year.

For more details on fixed price broadband services read clause 21A.

How much notice will I get if you increase the charges?

We'll tell you before we put the charges up. If we increase the charges (other than as a result of our annual increase comprised of i) Consumer Price Index (CPI) rate of inflation plus ii) 3.9% or as a result of our increase to international charges) or make any other changes, we may let you end a service without having to pay the higher amount or a charge for leaving early. Read clause 17 of these terms and conditions for more details.

Will a service change?

It's important you realise that we may change a service (including the loaned equipment and service features), the charges and the terms and conditions of the agreement at any time (even during the minimum term). In some cases, we'll tell you first. These changes mean that you may be able to end the agreement without paying fees for leaving early. Read clause 17 of these terms and conditions for more details. You may also be able to change a service by contacting us.

You may also be able to change a service by contacting us.

What happens if I buy a number of services from you?

If we provide you with more than one service or item of equipment (for example, if you have more than one of BT Sport, BT Mobile, BT TV, BT Broadband or BT Phone) you'll have a separate agreement for each one (and possibly for different items of equipment). Make sure you read each agreement carefully. Although some of the terms are the same or very similar, each agreement has important differences.

Some of our services depend on each other. For example, you can only get BT TV if you also have BT Broadband. If we or you end or suspend one service, we may need to end or suspend another. If that’s the case, we'll tell you.

What do you mean by data usage?

We measure how much data you use in kilobytes (KB). Data is based on the following units:

  • 1024 bytes = 1 Kilobyte (KB) (equivalent to reading 2/3 paragraphs of text)
  • 1024 KB = 1 Megabyte (MB) (equivalent to about one hour of instant messaging)
  • 1024 MB = 1 Gigabyte (GB) (equivalent to about five hours of watching YouTube)

We send data across our network in packets no bigger than 1.5KB. A packet is just a unit of data.

Data usage is all the data that’s been sent or received. Upstream is where data is transferred from your device to the internet (uploading). Whereas downstream is from the internet to your device (downloading).

We calculate your data usage based on the amount of data that travels over our network both upstream and downstream, which may be different from the data your device consumes.

Your data usage will also include additional data packets which control the flow of data over the network and may also include data packets which have to be re-sent over the network, for example if you’re in an area with poor coverage and your connection drops off.

When content providers state the file size of their content, it may take up a little bit more of your data to download that file. This is because of encryption and addressing data which can be up to 10 per cent of the total file size. For instance, if an image is said to be 100MB, it may take up to 110MB of data to download that file to your device.

More information

You can also read these terms and conditions, and our policies, at www.bt.com/legalstuff.

How to contact us

Phone us on 0330 123 4150. Calls are free from landlines and BT mobiles, and are charged at your provider’s standard rate from other mobiles.

We may record calls (including marketing ones) to help us with training and to prevent identity fraud.

Complaints

Our Customer Complaints Code tells you how to complain. You can read it at www.bt.com/complaintscode.

Terms and conditions for the BT Phone service and BT Broadband service

You should read these terms and conditions carefully as they contain important information. Please also read our Privacy Policy at www.bt.com/privacypolicy. It describes how we may use your personal information.

The basics

1 - Who we are

We’re British Telecommunications PLC of 1 Braham Street, London, E1 8EE. We’re registered in England with company number 1800000. Everyone knows us as BT.

2 - What words mean

Some of the words and phrases in these terms and conditions have special meanings. Those words are explained below. They are printed in bold wherever they have the special meaning given below.

Additional service - a service feature that is not part of the main service that we provide under this agreement and is either provided with no minimum term, or has a minimum term or notice period of 30 days or less (including contracts with a 30 day or less notice period that renew automatically).

Agreement - the legally binding agreement between you and us for each service. The agreement is made up of the following:

BT ID - the username we'll give you and a password that you choose for when you use a service.

BT-owned equipment - any equipment which we own or is part of our network, or any equipment that belongs to our service providers, even though it’s in your home. It includes the phone line and socket, the Openreach router (in the case of certain fibre broadband services) and any extra cabling we give you that doesn’t come with your hub.

Charges - the fees you pay for a service and any service feature, including the core charges, plus anything else you need to pay in line with the agreement, our Tariff Guide or our Price List.

Code - (Communications Providers’ Voluntary Code of Practice for an Automatic Compensation Scheme) - the compensation scheme for service issues relating to residential fixed-line telephony and broadband services.

Cooling-off period - the period from the date the agreement is made until 14 days after:

  • the loaned equipment (if any) is delivered;
  • the service start date; or
  • the day you receive your order confirmation;

whichever is latest.

Core charges - your line rental and the basic charges for your monthly calls package or your monthly broadband (or both), as shown in your order confirmation.

fixed price broadband service - A BT Broadband service in respect of which the core charges for the BT Broadband service will not increase during the minimum term. Your order confirmation will tell you have if you have purchased a fixed price broadband service.

group companies - companies in the same group as British Telecommunications plc, including its subsidiaries.

linked agreement - another agreement with us that is linked to this agreement (i.e. a “bundle”) in a way defined as a bundle in Ofcom’s General Conditions of Entitlement effective from 17th June 2022. loaned equipment – the equipment we loan to you as part of a service (such as your broadband hub), as shown in your order confirmation.

minimum term - any initial or later period you've agreed to pay for a service, as shown in your order confirmation.

non-return equipment charge - the charge applied to your account if you fail to return the loaned equipment at the end of the agreement. order confirmation – the letter or email we send you after we accept your order for a service. It confirms important things like the description of a service, the minimum term and the charges.

service features - any products, features, benefits, ‘add-ons’ or extra services we provide on top of or as part of a service. Service features might have extra terms and conditions that you will have to keep to.

service start date - the date a service starts, as shown in your order confirmation (unless we tell you another date).

service - the BT Phone service or BT Broadband service (or both) that we are providing you with under the agreement, as shown in your order confirmation, on your bill and on your My BT account (if you have one).

working days - Monday to Friday, except bank holidays and public holidays.

3. What are these terms and conditions for?

a. These are the terms and conditions which apply when we provide you with a service and any related installation services (see clause 7a).

b. If we provide you with another service (like BT Sport, BT Mobile or BT TV), you'll have a separate agreement for each service. Please read each agreement carefully. Although some of the terms are the same or very similar, each service has important differences.

4. When a service starts and how long it lasts

a. Each service starts on the date shown in your order confirmation

b. Each service will last for at least the minimum term and will carry on after then unless:

  • 10a (v), 10b, 10c; or 
  • we end a service in line with clause 11.

We might also agree a new minimum term during or after your initial minimum term (for example, if you take up one of our offers at the time). We'll always tell you beforehand if there needs to be a new minimum term.

c. If you want to end a service before its minimum term has ended, or if we end it in line with clause 11, you may have to pay us compensation. Take a look at clause 5c and clause 13 for details.

d. If you end a service and fail to return the loaned equipment within 60 days you will be charged. 

5. You can change your mind

a. You can change your mind and cancel a service within the cooling-off period.

b. If we've already started providing a service, you'll have to pay us the full cost of the service you've had.

  • the charges for the service;
  • anything you’ve used which isn't covered by the charges; and
  • any connection or activation fees.

c. If you cancel a service within the cooling-off period and we've provided you with loaned equipment for that service, the agreement won't end until you've returned the loaned equipment. The following will also apply:

i. If you cancel a service within the cooling-off period and we've provided you with loaned equipment for that service, the agreement won't end until you've returned the loaned equipment. The following will also apply:

ii. If you don't return the loaned equipment within 14 days, you'll have to pay the full cost of the loaned equipment.

iii. Once we get the loaned equipment back (or see evidence that it’s been returned), we reserve the right to charge you if we think the loaned equipment is worth less than its original value as a result of it being used or damaged.

The service

6. How you can use the service

a. Each service is just for you and your household for personal use (meaning that it should not be used for any trade, business or profession). You're responsible for how each service and the loaned equipment are used.

b. You agree that you'll do the following in connection with each service:

i. Follow any reasonable instructions we give you and help us run our security checks.

ii. Get any permission we need to provide a service in your home or to install anything for you.

iii. Tell us if you change your name, address, email address, mobile number, payment details or anything else we might need to know about.

iv. Do everything you can to keep your BT ID username and password private and stop anyone else from using them. You should also keep your bill and account details safe from fraudsters. There is guidance on this at www.bt.com/scams.

v. Tell us straight away, and change your BT ID password, if you think or know that someone else knows your BT ID username and password.

vi. Use each service lawfully. That means you must not use it in a way that breaks any law, regulation or rule in force in England and Wales, Scotland or Northern Ireland (as appropriate).

vii. Not do anything which might have a negative effect on:

  • our systems, networks, servers, brand, reputation or security;
  • other customers' services or equipment;
  • other customers' security; or
  • any other person's or business's systems, networks or security.

c. Each service may have monthly usage limits. If you go over any of these we'll charge you for the extra usage. Details of those charges are shown in our Tariff Guide at www.bt.com/tariffguide.
You can also see our usage policy at www.bt.com/broadbandusagepolicy.

d. If we reasonably believe you've misused a service, or have let anyone else misuse it, you might have to pay us for any loss or damage we suffer as a result. There are more details about this in our Acceptable Use Policy at www.bt.com/acceptableuse.

e. If we give you a phone number, you agree that you don't own that phone number and that you won't transfer it to anyone else, or try to do so.

f. If we give you a phone number, you can use this service to contact the emergency services for free by calling 999 or 112. Your location information will be provided to the emergency services. The location used will be the address that you have registered with us.

7.   Setting up the service

a. If you need any loaned equipment installed, or if your phone line or broadband needs activating, we'll agree a date for this with you. You must let us into your home if necessary.

BT Broadband Installation: if you order this installation service from us, we'll install and connect your home hub and computer to the BT Broadband service.

Data Cabling Installation: if you ask us to install data cables for you, we will provide and install a data cable, up to a maximum length of 90 metres, between two points in your property. (The data cable will be tacked against walls and skirting boards, may be on both inside and outside walls, and will end in a wall-mounted box.)

We might ask you to install some loaned equipment yourself. If we do, we'll send you instructions to help.

b. If you need to change or cancel an appointment, you must tell us at least two working days beforehand.

c. We might charge you for installing loaned equipment or activating your phone line or broadband. If we do, we'll tell you before you complete your order. You might also have to pay a fee to re-activate an existing phone line. We’ll tell you about this when you order. If installation work has already started, we won't refund the installation charge. We'll also charge you the installation charge if you prevent the installation from being done.

d. We can only install the loaned equipment if someone over 18, who can make decisions about where and how we install it, is at home.

e. On the day we install the loaned equipment, we might need to disconnect your phone line for a while. If possible, please have a backup for making calls to emergency services.

f. If we need to change the installation date, we'll try to contact you at least two working days beforehand.

g. The engineer won't be responsible for connecting any equipment that we haven't provided (like a games console).

8.   What we have to do for you

a. We provide each service, the loaned equipment and installation work to the UK address you give us. We may take instructions from a person who we have good reason to believe is acting with your permission.

b. We aim to provide a continuous, high-quality service using reasonable care and skill. However, due to the nature of each service and the loaned equipment we use to provide it, we can't guarantee that it'll be available all the time.

c. Sometimes faults in our network affect a service. We'll fix any faults as soon as we can. If there is a fault, read clause 14 which explains what you can do.

d. Occasionally we might have to interrupt, change or temporarily suspend some or all of a service. That could be to maintain, upgrade or repair the network. If we do, we'll try to get the network up and running again as quickly as possible.

e. In exceptional circumstances, we might have to do things to manage our network's performance. Please read the broadband traffic management policy.

f. If we know or believe that any of your devices have been infected by malware (software designed to disrupt or damage a computer system, such as a computer virus), or if any of your devices try to get access to a malicious website (a website that attempts to install malware), we might take action. That might mean putting software onto our network to stop the spread of that malware or to prevent your devices from going to the malicious website.

g. We try to make sure antivirus software and other security features we provide are effective. Please make back-up copies of your documents, photos and so on in case the originals are lost or corrupted.

Payments

9. Paying what you owe us

a. You must pay the charges for each service, whether you use them or someone else does.

b. We'll normally bill you regularly and in advance for the period ahead. If we need to charge you for anything extra (for example, for going over any usage limit), we may add those charges to a later bill.

c. If we only provide you with the BT Phone service with a line only discount, we'll send you paper bills for free. If you have BT Broadband, you'll get bills online at www.bt.com/youraccount. If you want paper bills, just ask us and we'll send them to you. We may charge you for paper bills, but we'll tell you about the charge beforehand.

d. You must pay any bills as soon as you get them, unless we agree otherwise with you.

e. If you genuinely think we’ve made a mistake on your bill, tell us straight away. We won't suspend or end a service while we look into the matter. You must pay the amount you agree that you owe.

f. If you don't pay your bill on time, we'll phone you or send you a reminder. If you still haven't paid 10 days after the date of our reminder (or seven days if you pay once a month), we may add a late-payment charge to your next bill. You may also have to pay a failed-payment charge if a direct debit or cheque bounces because you don't have enough money in your account. These extra charges are shown in the Tariff Guide at www.bt.com/tariffguide.

g. If you don’t pay a bill, we won't normally suspend or end a service until 28 days after the date your payment was due (or 21 days if you pay monthly). However, if this isn’t the first time that you haven’t paid a bill on time, we may suspend or end a service earlier.

h. If you don't pay your bill, we may give your details, including your personal information, to a debt-collection agency and ask them to collect the money for us. If we do, you'll have to pay an extra charge to compensate us. The debt-collection agency, will add the charge to your debt. VAT will not be added to any extra charge we add to your bill.

We might also transfer your debt to any other business (in which case, your personal information will also be transferred) who may then try to recover the amount in a way it considers suitable.

This clause continues to apply after the agreement with us has ended.

Ending the service and this agreement

10. When you can end the service and this agreement

a. If you change your mind about a service, you can cancel the agreement during the cooling-off period, as explained in clause 5. You do not need to give a reason and you won’t have to pay a fee for leaving early (unless you fail to return the loaned equipment).

b. Other than in respect of any increase to the core charges or the charges as a result of our annual price increase as described in clause 21c, or any increase to international charges as described in clause 21e, you can cancel the agreement at any time, by giving us 30 days' notice if:

i. we've increased the core charges, or these terms and conditions (other than a change in respect of an additional service) or the terms and conditions for a service feature (other than a service feature that is an additional service) in a way that is not exclusively to your benefit.

ii. if we've changed the service or the charges (other than a core charge or the charge for an additional service or a one-off charge) in a way that significantly disadvantages you.

iii.  In these cases you won't have to pay a fee for leaving early. 

c. You can cancel the agreement at any time by giving us:

  • 14 days' notice, if you're switching to another provider through an approved switching process; or
  • 30 days' notice, if you're cancelling the agreement for any other reason.

If you're within the minimum term, you may have to pay compensation for cancelling early.

d. You can cancel at any time if we break a significant term of the agreement. In this case you won't have to pay a fee for leaving early.

e. You can cancel if you end a service as explained in clause 22a.

f. If you have regular or repeated, continuous or irregular faults with the BT Broadband service, or we agree that the standard of service you get is consistently below what you might reasonably expect, we may, after an individual assessment, let you end the agreement without paying a charge for leaving early. Please get in touch if you'd like to talk about this.

g. BT Broadband: If you’re regularly getting download speeds that are lower than we estimated in your order confirmation, and the service was activated more than 10 days ago, tell us and we'll try to improve the speeds. If you've followed our instructions to fix the problem, but your download speeds still regularly fall short of the ’minimum guaranteed line access speeds’ (see www.bt.com/yourlinespeed for more detail), you can end the agreement without paying a fee for cancelling early. This won't apply if you're renewing a contract for the service when you already know that speeds are lower than expected, or if you don't meet the conditions shown in www.bt.com/yourlinespeed.

h. If you fail to return the loaned equipment within 60 days as outlined in clause 4d, we will charge you. This charge will be reflective of the condition of the loaned equipment and it having been kept in good condition and used in accordance with the agreement. The non-return equipment charge may be added to your BT bill or charged to a credit/debit card you have provided us details of. Payment of the non-return equipment charge does not transfer ownership to you, the loaned equipment belongs to BT at all times. 

11. When we may restrict, suspend or end a service

a. We may stop providing a service at any time by giving you at least 30 days' written notice. 

b. If you break the agreement, we'll normally let you try to put things right within a reasonable time. But we may limit, suspend (in part or fully) or end a service immediately if any of the following apply.

i. We have to end the agreement by law or in line with any regulation.

ii. We can't provide a service (or part of it) any more, or we have suspended or restricted a related service.

iii. You break the agreement and don't put things right in a reasonable time.

iv. You seriously misuse a service or break the agreement in a way that cannot be put right.

v. You or anyone else using a service act towards our staff or agents in a way which is unsuitable or serious enough to justify suspending or ending a service.

vi. You don’t pay for a service (as described at the end of clause 9g) or you pay in a way other than how we've agreed with you.

vii. You cancel your direct debit and we haven't agreed another way you can pay.

viii. We suspect fraud or any other unauthorised activity.

ix. It’s reasonable for us to do so to protect our network and maintain a high-quality service.

x. Your usage is significantly different to what we'd expect from the average customer.

xi. You significantly break any other agreement you have with us and don’t put things right within a reasonable time.

xii. You use a service for any trade, business or profession.

c. If we suspect there’s been, or is likely to be, a security incident, we may suspend your BT ID username to protect your account. We’ll ask you to change your password before letting you log back in.

d. If we suspend or end a service, we'll tell you what you need to do to restore it.

e. If you're within the minimum term when we tell you we'll end a service for any reason listed in clause 11b, you'll have to pay a fee for leaving early in line with clause 13.

f. If we suspend or end a service for any reason listed in clauses 11b(iii) to 11b(xii):

  • we may charge a fee for starting a service again; and
  • you may have to pay the charges for a service while it’s suspended, up until it ends.

g. If you break the agreement and we do not take action, we can still take action at a later date.

h. If you or we end a service, we'll refund any amount you've paid upfront. But first we'll take off anything you owe us in connection with that service or any other agreement between you and us.

12. When you get other services from us

a. Sometimes we can only provide you with a service if you also have one of our other services. For example, you can only get BT TV if we also provide you with BT Broadband. If one service ends or is suspended, we might need to end or suspend the other. If that’s the case, we'll tell you.

b. If you're using any extra services, they may end on the day the agreement ends. We’ll tell you about this at the time.

c. In some situations, this agreement may form a linked agreement with other agreements you take from us. If that is the case, in some situations where you are able to cancel a linked agreement without having to pay a fee to leave early you may be able to cancel this agreement.

13. Charges for ending the agreement early

a. You'll have to pay us compensation for ending the agreement early if:

  • you end a service during the minimum term, except in the circumstances listed in clause 13c below; or
  • we end a service during the minimum term, in line with clauses 11b (iii) to 11b (xii).

b. loaned equipment: If you end a service during the minimum term, we may charge you the full price of the loaned equipment (except in the circumstances listed in clause 13c). For example, this may happen if we've given you a home hub and you don’t return it.

c. You won't have to pay the fees and charges referred to in clause 13a if:

  • you end a service within the cooling-off period as shown in clause 10a;
  • you end a service under clause 17c as a result of changes that significantly disadvantage you;
  • you end a service under clause 10d as a result of us breaking a significant term of the agreement;
  • you end a service under clause 10f as a result of faults with that service;
  • you end the BT Broadband service under clause 10g as a result of consistently low broadband speeds;
  • you end a service under clause 22a as a result of us moving you to another service; or
  • you move home and we cannot provide a service at your new UK address.

d. The compensation you will have to pay in respect of clause 13a is calculated as being equivalent to the total amount of charges you’d have paid if you stayed with us for the whole minimum term minus any costs we save from you leaving early. There is more information in the BT Consumer Price Guide at www.bt.com/termcharges.

e. The fees you will pay in respect of clause 13b is the non-return charge for the loaned equipment you have received.

If something goes wrong

14. What you can do when we don't meet our promises

 

If you’ve had a problem with a service, you may have a few legal options. For more information, visit the website adviceguide.org.uk. Also, when we've caused the problem, we may do the following.

a.     Apply a credit to your BT account when we’re late delivering your service. We’ll pay you a specific amount per day (see Automatic Compensation | BT Help for more details) in accordance with the Communications Providers’ Voluntary Code of Practice for an Automatic Compensation Scheme until your service is activated. There are some limits on this – these are set out in the Code.

b.       Apply a credit to your BT account when we’re late repairing your service. There are two ways which this might happen. If you ask us, we'll work out a refund using your daily charges and the number of days the service was affected by the problem (up to maximum of 2 days). Also if you’re covered by the Communications Providers’ Voluntary Code of Practice for an Automatic Compensation Scheme, you’ll receive a specific amount per day (see www.bt.com/compensation for more details), starting 2 working days after your fault is reported. There are some limits on this too – these are set out in the Code. 
c.  Pay any reasonably incurred losses that we could have reasonably foreseen as a result of us breaking the agreement (except for amounts listed in clause 14(a), 14(b) and 15). If you claim this, we'll ask you to show us proof of your loss. VAT won’t be added to any amount we agree you’re due.
d. Where we're late repairing a service, you can ask us to divert your incoming calls for free to another number of your choice (a UK landline or mobile) until we've repaired that service. We'll only do this if it's practical and technically possible.
e. Apply a credit to your BT account for a specific amount (see www.bt.com/compensation for more details) if we don't keep an engineer’s appointment with you (this means where we’ve missed an appointment or changed an appointment with less than 24 hours’ notice to you).  There are some limits on this – these are set out in the Code.15. What we're not responsible for and limits on our liability

a. If our negligence causes death or personal injury, we accept responsibility and there is no limit to our liability. We also accept responsibility for our fraud, fraudulent statements or any other liability that the law does not allow us to exclude or limit.

b. We accept responsibility for loss of or damage to your physical property arising from our negligence. We'll pay up to £100,000 in total for any one event or series of connected events arising in any 12-month period.

c. Apart from responsibility we accept under clauses 15a and 15b, the following apply.

i. BT Phone service: the most we’ll pay you for each line affected in any 12-month period is £1,000. This applies unless only the number transfer is delayed, in which case we'll pay you a daily amount for up to one month.

ii. We won't pay you more than a total of £5,000 in compensation in any 12-month period.

d. Apart from responsibility we accept under clause 15a and 15b, we’re not responsible to you for the following.

i. Any delay or failure caused by something beyond our reasonable control. This could be things such as lightning, flood, severe weather, fire, explosion, terrorist activities, epidemic, riots, war, anything done by a government or other public authority, or strikes or other industrial action. There are some exceptions on this – these are set out in the Code. 

ii. You breaking the agreement.

iii. Any loss you suffer caused by you using a service in a way that breaks the agreement.

iv. Any commercial or businesses loss.

v. Any loss or damage caused by malware or the unauthorised use of a service on any of your devices.

vi. Any loss of, corruption of or release of data or information.

vii. Any failure of safety, security or other alarm systems due to incompatibility with a service, or any other reason which is not due to our fault or neglect.

viii. You using any equipment or hardware we haven't supplied.

ix. Losses which we couldn’t reasonably have expected or which we couldn’t have considered when entering into the agreement.

16. Returning faulty equipment

a. If you think any of the loaned equipment is faulty, please tell us.

b. You must return any loaned equipment that you tell us is faulty, or which we tell you is faulty or needs to be fixed or replaced (for example, if the loaned equipment is out of date or needs an upgrade). We'll give you pre-paid packaging to do this.

c. We may test any loaned equipment you tell us is faulty. If we find it isn't faulty, we may return it to you or replace it.

d. If you haven't returned any loaned equipment within 30 days of us giving you a replacement, we may:

i. interrupt or restrict access to any service you take from us until the loaned equipment is returned; or

ii. recover our costs for that loaned equipment.

Any replacement loaned equipment we send will be new or 'as new'(which is second-hand equipment we've refurbished).

Changes we may make

17. How we can change a service, service features, equipment, charges and terms and conditions of the agreement

a. We may change a service, service features, loaned equipment, charges (subject to paragraph 17f below, which applies if you have a fixed price broadband service) and the terms and conditions of the agreement at any time for the reasons listed in clauses 18 to 21A.

b. Subject to paragraph 17f below (which applies if you have a fixed price broadband service) your charges will automatically increase each year, see clause 21c. Your international calling and texting charges will increase if our partners increase the cost, see clause 21e.

c. Subject to paragraph 17e below we will follow the procedure in clause 17d (and you will not have to pay a fee for leaving early) if either of the following applies: 

i. we increase the core charges, or these terms and conditions (other than a change in respect of an additional service) or the terms and conditions for a service feature (other than a service feature that is an additional service) in a way that is not exclusively to your benefit; or

ii. we change the service, or if we change the charges (other than a charge for an additional service or a one-off charge), in a way that significantly disadvantages you.

iii. If we change the terms and conditions for an additional service or the charges for an additional service, you only have the right to end the additional service without paying a fee for leaving early. If you decide to end the agreement in these circumstances a fee will be payable, unless one of the reasons set out at (i) or (ii) above applies.

d. If this clause applies:

i. We'll tell you at least 30 days before the change, unless we can't reasonably do that (for example, if the change is for legal or regulatory reasons, in which case we'll give you as much notice as possible).

ii. We'll give you the opportunity to give us 30 days' notice to end the agreement or, if applicable, the additional service without having to pay any extra charges or a fee for leaving early. But you'll have to tell us that you want to do this within 30 days of the date of the notice that we send you. 

e. We'll either write to you about any other changes or advertise the change another way, such as on our website.

i. You will not have a right to end the agreement or the additional service without having to pay any increased charges or a fee for leaving early if:); Any change to the core charges or the charges is as a result of our annual price increase (as described in clause 21c); or

ii. Any change to the charges for international services is as a result of an increase as described at clause 21e; or

iii. The change falls within clause 17c (i) but is of a purely administrative nature (for example but not only, transferring this agreement to another company in our group) and has no negative effect on you, or is directly imposed by law.

f. If you have a fixed price broadband service then we will not increase the core charge for your BT broadband service during the minimum term. See clause 21A.

18. Changes to a service, service features, loaned equipment and terms and conditions of the agreement

We may change a service, service features, loaned equipment and terms and conditions of the agreement to do the following.

i. Make the agreement clearer or easier for you to understand or change it in another way(if this change falls within clause 17c(i) or clause 17c(ii) you will have the right to cancel as described in those clauses) .

ii. Change, improve, update or add to a service, service features or loaned equipment you get (for example, if we increase the maximum upload speed for your BT Broadband, or add new types of calls to your calling plan).

iii. Introduce new services, service features or loaned equipment (for example, if we introduce a new calling feature or security product).

iv. Change your area code or phone number, or access numbers.

v. Change the way we structure our prices, charges, a service, service features or loaned equipment (for example, if we change the names of our products or services, their content or their descriptions).

vi. Add new service features (for example if we introduce a new security feature to your BT Broadband service).

vii. Add to or change the way we provide a service, service features or loaned equipment (for example, if we introduce new ways for you to receive BT Broadband.)

viii. Reflect changes to or developments in technology (for example, we may develop the way we provide a service, or introduce new ways to pay for a service, or develop and introduce new systems which give you a better service).

ix. Withdraw, replace or remove all or part of a service, a service feature or loaned equipment.

x. Make minor changes to technical specifications (for example, limits for transferring information associated with a service and the technology we use to provide a service to you.)

xi. Update, upgrade, improve or alter a service, service features or loaned equipment (for example, to fix bugs or faults, tackle security issues, improve software or equipment, change the way a service looks or improve how the loaned equipment works).

xii. Reflect a change in our ability to provide a service, service features or loaned equipment in a particular area (for example, if we increase our coverage somewhere).

xiii. Reorganise the way we manage or run our business.

xiv. Reflect any change to a law, code of practice, regulation, guidance or responsibility that applies to us.

19. Other changes to a service, service features, loaned equipment or terms and conditions of the agreement

Because we might provide a service to you for a long time (not just for the minimum term), and we can't always predict the future, we may need to make changes for a reason not listed in clause 18. If we do, we'll give you notice, and you may be able to end a service in line with clause 17c.

20. Changes to the charges

Subject to clause 21A (which provides that we will not increase the core charges for your BT Broadband service during the minimum term if you have a fixed price broadband service) we may change the charges if:

  • we change a service, service features, loaned equipment or the terms and conditions of the agreement as listed in clauses 18(i) to 18(xii);
  • the cost of providing a service or service features increases (for example, the businesses we buy from increase their prices);
  • the cost of running our business increases;
  • we reorganise the way we run our business; or
  • there's a change in a law, code of practice, regulation, guidance or responsibility that applies to us (for example, if there's a VAT increase).

21. Other changes to the charges

a. If you have a fixed price broadband service then our ability to make changes under paragraph 21b, and the annual price increase under paragraph 21c, is subject to clause 21A which provides that we will not increase the core charges for your BT Broadband service during the minimum term.

b. We might need to make changes to the charges for reasons other than those listed in clause 20. If we do, we’ll give you notice and you might be able to stop a service in line with clause 17c.

c. From March 2022, an annual price increase will be applied to your charges (including the core charges). This annual price increase (rounded down to the nearest whole pence) will be calculated by multiplying the charges by a percentage comprised of i) the Consumer Price Index (CPI) rate figure published by the Office for National Statistics in January of that year (ignoring any negative figure), plus ii) 3.9% This increase will take effect on or after 31st March if you’re billed monthly; and on 31st March if you’re billed quarterly and were not due to receive your usual quarterly bill in March. If the CPI figure is negative in the relevant year we will only increase the charges by 3.9%.

d. Where you purchase more than one service from BT and each is subject to an annual price rise, the amount of the price rise is calculated on each service separately.

e. Where one or more of our international partners increases the cost of calling or texting from the UK to another country (an international call or text) we will increase the charge you pay for international calls and/or texts by the same amount. We will tell regular users of international calling services that are changing that the increase is happening. Any change to charges under this clause 21e will not give you the right to cancel this agreement without paying a fee for leaving early, unless it significantly disadvantages you and you give us notice to cancel this agreement within 30 days of the date of the notice we sent you. We will not increase international calling charges in this way more than once in any month.

21A. Fixed price broadband services

a. If you have a fixed price broadband service then during the minimum term we shall not make any changes to the core charge for your BT Broadband service under clauses 20 or 21, and the annual price increase under clause 21c shall not apply to the core charge for your BT Broadband service.

b. If you have a fixed price broadband service this only fixes the core charge for the BT Broadband service during the minimum term. The fact that you have a fixed price broadband service does not affect any of the following:

i. Our ability to make changes to any charges (including the core charge for any BT Phone service) other than the core charge for the BT Broadband service.

ii. The application of the annual price increase under clause 21c to any charges other than the core charge for your BT Broadband service. All other charges (including the core charge for any BT Phone service) shall automatically increase in price by CPI+3.9% in accordance with that clause. 

iii. Any increase to the core charge for the BT Broadband service (including under the annual price increase under clause 21c) that occurs after the minimum term. See paragraph c below. 

c. At the end of the minimum term the core charge for your BT Broadband service shall be subject to any future annual price increase under clause 21c. If your minimum term expires before 31st March in any calendar year then your core charge for your BT Broadband service shall increase in accordance with that calendar year’s price rise, and if it expires on or after 31st March in any calendar year than it shall be first subject to the annual price increase in the following calendar year. 

22. Moving between services, service features and loaned equipment

If we withdraw a service so you can't carry on receiving all or part of it, (for example, if we change the number of service options available), we'll move you onto our next best, or better, service. If we can, we'll tell you at least 30 days before we do this. If we can't, we'll give you as much notice as possible. If the service we move you to has a higher charge, we'll either let you end it without paying the charges described in clause 13 or we won't charge you the higher charge for the rest of the minimum term.

After the minimum term, we'll charge you the full price of the new service.

a. We may move you to a better service, service feature or equipment at no extra cost for a trial period. We'll tell you at least 30 days before we do this. Unless you tell us not to, we'll move you back to your previous service, service feature or equipment once the trial period has finished. You can tell us to end your trial period whenever you like.

b. You can choose to upgrade or change a service or change to or from a fixed price broadband service. We may apply a new minimum term or charge you an activation charge. Or we might let you carry over any minimum term you've got left on the agreement. We'll tell you at the time if that's the case.

Everything else

23. Equipment and software

We'll tell you when you should get the loaned equipment. You may be able to get other equipment from us at an extra cost. If there are any charges for equipment, we'll tell you when you order.

a. The loaned equipment (except the software in it) belongs to us at all times. You must look after it and not dispose, damage, destroy or otherwise interfere with it unless we ask you to (for example, if we're helping you fix a problem). If the loaned equipment is damaged other than through fair wear and tear, you'll have to pay to fix or replace it. We recommend you insure it against loss, theft or damage for the full replacement value.

b. Payment of the non-return equipment charge does not transfer ownership, you must still return the loaned equipment. If the loaned equipment is returned within two years of the non-return equipment charge being levied, we will credit your account (or provide a refund at our absolute discretion) an amount corresponding to the condition of the loaned equipment allowing for reasonable wear and tear.

c. The BT-owned equipment will always belong to us. You must look after it and not damage, destroy or otherwise interfere with it unless we ask you to (for example, if we're helping you fix a problem). If the BT-owned equipment is damaged other than through fair wear and tear, you'll have to pay to fix or replace it.

d. We own, or own the licence to, the software in any loaned equipment we (or someone acting on our behalf) have given you. Sometimes you'll have to agree to the terms of an 'end-user licence' to use it. You won't have to pay any charges for this software unless you've agreed to do so.

You must let us update, upgrade or replace software relating to a service or the loaned equipment. Software changes might happen automatically.

We can only be responsible for equipment we give you. If you choose to use any other equipment (like a router made or supplied by anyone else), you must make sure it's compatible with that service.

You must not connect equipment to our network that may harm it, or harm anyone else's equipment or services. If you do, you must disconnect it straight away, or pay us to do it.

24. What happens when you move home

If you move home, let us know at least 14 days beforehand. You can ask us to set up the service at your new address in the UK. Under our home mover policy, we'll carry on providing that service at your new address unless it's not possible to do so. You can see our home mover policy at www.bt.com/exp/moving-home.

a. BT Phone service: If you move home and want us to provide the BT Phone service at your new address, you may have to enter into a new contract for the new telephone line with a 12-month minimum term. We'll tell you about this at the time. If you have already paid for 12 months' line rental at your old address, you can carry it over to your new address. If you haven't reached the end of the minimum term for your existing call plan when you move, you can carry that over too.

25. How to get in touch with us and how we'll contact you

a. We'll send you any written notice by electronic message to your SIM card (if you’re a BT mobile phone customer) and/or equipment, or by email or by posting it to the address we have for you. We'll send you all other notices by voicemail, text message or other form of electronic message. We'll assume you get letters in the post two working days after we've sent them. It's your responsibility to read the notices that we send you.

b. You can phone us on 0330 123 4150. Calls are free from landlines and BT mobiles, and charged at the standard rate from other mobiles. You can also email us through your BT ID account or by any other way shown at www.bt.com/contact.

26. Parental controls

You're responsible for setting parental controls or any other controls available for each service and keeping them up to date. When parental controls are on:

  • we limit access to websites we (or our supplier) believe should be blocked because they may be unsafe or unsuitable for you to view or access (based on the choices you've made); and
  • websites are sorted for blocking by our supplier. We aren't responsible for categorising websites or for you always being able to go to websites which aren't barred.

27. Sorting out complaints

a. From time to time you may need to contact us to sort out a problem. Our Customer Complaints Code tells you how to do that and how we will deal with any complaint or dispute. You can read the code at www.bt.com/complaintscode, or you can ask us to send you a copy.

b. We'll try our best to settle any complaint or dispute you have. If we can't, you can refer the matter to a dispute-resolution service to get an independent opinion. More details are given in our Customer Complaints Code.

c. If we cannot agree a solution with you within eight weeks of getting your complaint, or before the eight weeks is up we agree in writing that the dispute should be settled by an independent adjudicator, you can refer it for 'alternative dispute resolution' by contacting the Communications Ombudsman. You can find out more at commsombudsman.org or by phoning 0330 440 1614. The Ombudsman's service is free.

d. You may also be able to refer a dispute to European Online Dispute Resolution at ec.europa.eu/odr. This is an online service designed to help people who have bought things online. It gives access to independent dispute-resolution services. These are usually free.

28. Transferring the agreement

The agreement is only between you and us. You cannot transfer it to anyone else or try to do so. We can transfer the agreement, and our rights and obligations under it, to anyone else (including if we reorganise the way we work), as long as it doesn't have a negative effect on your rights.

29. Other things we need to tell you

a. We and our suppliers still own any intellectual property rights associated with a service and the loaned equipment, so you won't own any rights in them by using a service.

b. Only you and we can take action under the agreement. Nobody else can enforce it or benefit from it (except in line with clause 28).

c. If any part of the agreement cannot be enforced, all other parts of the agreement will still apply.

d. We may record calls (including marketing calls) to help us with training and to prevent identity fraud. We also record all 999 and 112 emergency calls.

e. The agreement is made under English and Welsh law. Any disputes you and we cannot settle can only be decided in English and Welsh courts, unless:

  • you live in Scotland, in which case Scottish law applies and the courts of Scotland will settle disputes; or
  • you live in Northern Ireland, in which case the laws of Northern Ireland apply and the courts of Northern Ireland will settle disputes.

f. For information on our products and services for people with disabilities, go to www.bt.com/includingyou.