Terms and conditions

Your terms and conditions for BT Telephony Services, BT Total Broadband, BT Total Broadband Anywhere, BT Vision, BT Broadband Talk and BT Value Bundle

BT Telephony Services, BT Total Broadband, BT Total Broadband Anywhere, BT Vision and BT Broadband Talk


These terms and conditions come into effect from 16th December 2008.


Important information:

The terms and conditions of each of the above services are made up of this important information and the following terms (including any other document we refer to in those terms).

  • BT residential standard terms;
  • The relevant service terms;
  • Any relevant special-offer terms;
  • The relevant price terms;

If any of these documents contradict each other, the terms will apply in the order set out above.

Your agreement with BT Payment Services Limited.

In addition, if you take BT Telephony Services, BT Total Broadband or BT Vision from us, and you choose not to pay by direct debit or monthly payment plan, we require you to enter into a separate agreement with BT Payment Services Limited, a wholly owned subsidiary of BT, who will collect and process your payment. See the terms and conditions of that agreement.

To go directly to a specific section of the document, please click on the relevant service and price terms links.

Service terms:

BT Telephony Services
BT Total Broadband and BT Total Broadband Anywhere
BT Vision
BT Broadband Talk

Price terms:

BT Telephony Services
BT Total Broadband and BT Total Broadband Anywhere
BT Vision
BT Broadband Talk

BT RESIDENTIAL STANDARD TERMS

What we provide

  1. These standard terms apply to:
  1. the service described in the relevant service terms; and
  2. any equipment we provide.
  1. The services and equipment we provide to you under these terms should not be used for business.

Where we provide the service

  1. We will provide the service and deliver any equipment to the UK address you give us, unless the service terms say otherwise.

Minimum period

  1. If the service is intended to last for a minimum period, details will be set out in the special-offer terms or the price terms. The minimum period will start on the date that we provide the service to you, unless the service terms say otherwise.

Paying for services

  1. You agree to pay all charges for the equipment and the service, including any charges for late payment, whether you use the service or someone else does. The method of payment will be either as set out in the service terms or as we otherwise agree with you.
  2. Unless we agree otherwise, we will normally bill you upfront (in advance) for any rental charges for the service. We will bill you later for any other usage charges after the event which the charges relate to. If possible, charges will appear on your next bill, but sometimes there may be a delay.
  3. We will send any bills to your home address unless you tell us otherwise. You may also see your bills online at www.bt.com/youraccount. We will send your first bill shortly after we have provided the service to you for the first time. After that, we will send bills regularly. However, we may sometimes send you a bill at a different time, for example if the amount of money you owe us is considerably higher than expected.
  4. You agree to pay the charges as soon as you receive your bill. You may also need to pay a deposit or a payment upfront before you can receive the service or goods.
  5. If you do not pay your bill, we will send you a reminder or call you. If we do not receive payment within 10 calendar days of the date of that reminder (seven days if you pay monthly), we may add a late payment charge of £7.50 to your next bill by way of compensation to us for breaking the terms of this agreement. We may also charge you £10 by way of compensation to us for any direct debit or cheque payments which are returned to us because you do not have enough funds in your account. The charges set out in this paragraph are not subject to VAT.
  6. We will generally not suspend or end the service or the agreement until 28 days after your payment was due (21 days if you pay monthly), unless the service terms or the price terms say otherwise. However, sometimes we may take this action earlier. For example, we may do this if you have not paid a recent bill.
  7. If you do not pay your bill, we may ask a debt-collection agency to collect the payment on our behalf. If we do, you will have to pay us an extra amount by way of compensation to us for breaking the terms of this agreement. This will not be more than the reasonable costs we have to pay the agency, who will add the amount to your debt on our behalf (this will depend on the amount you owe us). Any extra amount added to your bill will not be subject to VAT. This paragraph applies even if your agreement with us has ended.
  8. If you agree that we should not send you a paper bill, you will receive a discount of £1.23 on your account for every month in which you spend at least £10.26 on rental charges, provided that you pay your bills by direct debit or monthly payment plan. We will tell you by email when your bill is available to view on-line. Not all of our services are available for paper-free billing. Further information is set out in the BT Price List.

Your rights to cancel your agreement and return equipment

  1. You may cancel your agreement with us before we have provided the service, unless the service terms say otherwise. If you do so, we will not charge you. If we have provided any equipment to allow you to use the service, you agree to return it, following our instructions and at your cost. We will refund any payment you have made for the equipment. If we have to collect the equipment, we may charge you our reasonable costs for doing so.
  2. If you have only ordered equipment from us, you may cancel your order at any time up to seven working days, beginning with the day after we deliver the equipment. If you do so, you agree to return the equipment, following our instructions and at your cost. We will refund any payment you have made for the equipment. If we have to collect the equipment, we may charge you our reasonable costs for doing so.
  3. If you return any equipment as faulty, we may test the equipment if it is working, we will send it back to you. If we do so, we may charge you costs for our testing and postage. This does not affect your legal rights relating to equipment which is faulty or wrongly described.

Ending the service

  1. Once we have provided the service, you may tell us to stop providing it at any time by giving us 14 days' written notice, unless the service terms say otherwise. We can stop providing the service by giving you 28 days' written notice.
  2. If we stop providing the service within any relevant minimum period because you have asked us to, you will have to pay a charge by way of compensation for ending it early, unless paragraph 34 applies or the service terms say otherwise. You can find details of these charges in the price terms.
  3. If you or we end the agreement for the service, we will pay back to you any money we owe you relating to that agreement. We will first take off any money you owe us under that agreement or any other agreement between us.

Providing the service

  1. You agree to follow any reasonable instructions that we may give you, and to allow us access to your premises if we need it.
  2. You also agree to get any permission needed from someone else if we have to cross their land or put our equipment on their premises.
  3. You agree to look after any of our equipment. If you do not do so and the equipment is damaged, you may have to pay for it to be repaired or replaced.

Using the service

  1. You must not use the service or allow the service to be used:
  1. in any way which breaks any law or the conditions of any licence or rights of others or, if you have a service from us that gives you internet access, our acceptable use policy which we may amend from time to time (you can find this at www.bt.com/acceptableuse and may be amended from time to time;)
  2. to make offensive, indecent, menacing, nuisance or hoax calls or to cause annoyance, inconvenience or needless anxiety;
  3. to send, knowingly receive, upload, download, or use any material which is offensive, abusive, defamatory obscene or menacing; or
  4. in any way which we reasonably think will, or is likely to, affect how we provide the service to you or any of our customers.
  1. We take the types of misuse described in paragraph 22 very seriously, and you agree to take all reasonable steps to make sure that it does not happen. If we reasonably believe you have misused the service, we may take immediate action to suspend the service or end your agreement with us without telling you first, even if you were not aware that your service was misused.
  2. You agree that any content, software or other copyright material we supply to you is for your own private use, and that you must not copy, change or publish the material or supply it to any other person or use it for any business purpose.
  3. If we provide you with a phone number, you agree to the following:
  1. That the number must not be advertised in or on a BT phone box. If this happens, we may suspend or end your agreement for the service. However, we will write to you before we take this action.
  2. That you do not own the phone number and that you will not transfer it to anyone else or try to do so.
  1. If you want to connect equipment to our network other than by using a BT main phone socket, you must get our permission.
  2. You agree not to connect equipment to our network:
  1. that does not bear the European Consumer Equipment Standards 'CE' mark; or
  2. that may harm the network or other customers' equipment.

If you do, you must disconnect it immediately.

  1. If you have an internet access service from us, you accept that you are using the internet at your own risk. You are responsible for making sure any equipment you use to access the service is protected against viruses.
  2. If the service gives you content or software licensed by others who ask you to accept their terms of use (including the Yahoo! Terms of Service with content licensed by Yahoo!), you must keep to these terms.
  3. You are responsible for properly using any user IDs, personal identification numbers (PINs) and passwords needed for the service, if any, and must take all necessary steps to make sure that you keep these confidential and secure, use them properly and do not make these available to unauthorised people.

Changing these terms and conditions

  1. Sometimes, we will need to change the charges and the terms and conditions of the service. We will publish details of all changes online at www.bt.com.
  2. We will also let you know about a price increase or a change to the terms and conditions that we believe is likely to cause you material disadvantage at least one month before it happens. We will let you know about other price changes and changes to the terms and conditions with your next available bill or an alternative method if this is simpler.
  3. For changes we need to make to meet legal and regulatory requirements, we may not be able to meet that timescale. We will let you know about these changes as soon as we can.
  4. If we have made a change which is to your material disadvantage, you will not have to pay a charge if you decide to end your agreement early, unless the relevant price terms say otherwise. However, once we have told you about such a change, you must let us know that you want to end the agreement within ten days. When we make a change that we reasonably believe is to your material disadvantage we will also let you know that you may end the agreement early without paying a charge for doing so.

Other things we may need to do

  1. We may monitor and record calls relating to customer services and telemarketing. We do this for training purposes and to improve the quality of our customer services. We also record all calls to the 999 or 112 emergency services.
  2. Occasionally, we may have to:
  1. interrupt the service if we do so, we will restore it as quickly as we can;
  2. change your area code or phone number, or access numbers; or
  3. make minor changes to certain technical specifications, including limits for transferring information which are associated with the service.

Our responsibility to you

  1. We accept responsibility if you are injured or die as a result of our negligence. We will not limit this responsibility.
  2. We also accept responsibility for loss or damage to your physical property arising from our negligence. We will pay up to 1 million in any 12-month period for this loss or damage.
  3. Unfortunately, we cannot guarantee that the service or the equipment we provide will never be faulty.
  4. Unless the service terms say otherwise, we have no responsibility to pay you compensation for financial loss, for any information which is lost or corrupted, or for any loss that could not have been reasonably foreseen (expected) as a result of paragraph 2.
  5. Except as described in paragraphs 37 and 38, we will not pay you more than 10,000 in compensation (even if we have been negligent) in any 12-month period unless the service terms say otherwise.
  6. Nothing in paragraphs 37 to 41 affects your legal rights relating to equipment which is faulty or has been described wrongly.

Matters beyond our reasonable control

  1. Sometimes we may not be able to do what we have agreed because of something beyond our reasonable control. This could include very severe weather. In these cases, we do not accept responsibility for what has happened.

If you break the agreement

  1. Other than for serious misuse described in paragraph 22, we will normally give you an opportunity to put matters right within a reasonable time if you break the agreement.
  2. However, if you do not do so, we may suspend or end the agreement for the service. We may also suspend the service or end the agreement for the service if you break any other agreement you have with us and do not put matters right within a reasonable time. If we suspend the service or end the agreement for the service, we will tell you what needs to be done before we can restore the service.

Sorting out disputes

  1. We will try to work through any disputes that you may have with us. However, if we cannot do this, you may refer the matter to any relevant service which sorts out disputes. Details of these, and of how to refer a dispute, are set out in our Code of Practice for Consumers and Small Businesses.

Other things we need to tell you

  1. You accept that the agreement for the service is personal to you and agree not to transfer it to anyone else, or to try to do so. However, we may take instructions from a person who we think, with good reason, is acting with your permission.
  2. When we need to contact you, we will use your billing address, e-mail address, mobile or fixed phone number. If you need to contact us, please use the address on your last bill or any other postal address, e-mail address or phone number we have given to you for that purpose.

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BT Telephony Services service terms

What we provide

  1. The service we agree to give you is:
  1. Subject to paragraph 3, the facility to make or receive a phone call (including the ability to send or receive information, for example, from computers); and
  2. any other facilities (such as caller display) that we agree to give you.
  1. The service also includes at least one phone number. We will put one number (and your details) in the appropriate BT Phone Book and make it available from our Directory Enquiries Service unless you tell us not to.
  2. If you make calls with another calls provider, you may not have the option to make calls with BT and have them charged to your BT bill. Depending on how your calls provider provides your service, dialling the prefix 1280 before the full telephone number may not result in the call being chargeable by BT. 1280 calls may instead be chargeable by your pre-selected call provider, at that provider's current rates.

Moving home

  1. If you move home within the UK, and let us know at least five full working days before you do so and in line with our home mover policy (as set out at http://www2.bt.com/movinghome) we will continue to provide the service at your new address subject to our home mover policy and paragraphs 5 and 6 of the BT Telephony Services price terms. If we continue the service at your new address you will be subject to a new minimum period from the date we provide service at your new address.

Quality of the service

  1. We will start providing the service by the date we agree with you. We aim to provide a continuous, high-quality service.
  2. If something goes wrong, we will work on any problem that is reported to us in line with the level of repair service that you have chosen. Not all levels of repair service may be available with your service (see the BT Telephony Services price terms for more detail). We provide a customer service guarantee under which you may be entitled, among other things, to have your calls diverted to another phone number (call diversion) or to a daily-rate rental credit. See below for our customer service guarantee.

Matters beyond our reasonable control

  1. If we have not been able to do what we agreed because of something beyond our reasonable control, we will try to give you a call diversion. If we cannot, you are entitled to a rental refund for any whole or part day on which the service fails. The call diversion service is not available to customers of In Contact Plus and BT Pay&Call, and will not be provided for BT calling features and network features and to numbers beginning with: 00, 08, 09, 070, 076, 0500, 07744.

Use of Calling Plans on BT Telephony

  1. If you use any inclusive Calling Plan on BT Telephony in a different way to how it should be used (for example, you use a Calling Plan for telemarketing), we may withdraw the service or transfer you from any inclusive Calling Plan, for example the BT Unlimited Weekend Plan, the BT Unlimited Evening & Weekend Plan or the BT Unlimited Anytime Plan, to Line Rental only. If we do this, we will give you 30 days' notice.

Extra services for BT Pay&Call customers

Your pre-pay account

  1. Before we can start providing the service, you must open a prepay account and pay money into it by one of the agreed payment methods.
  2. We will take amounts for any outstanding debts, rental charges and other charges you owe us from your prepay account under paragraphs 13 to 15 below.
  3. You must keep the balance of your pre-pay account in credit at all times.
  4. You may not hold more than £500 in your pre-pay account at any one time.

Paying outstanding debts

  1. If you already owe us money when you become a BT Pay&Call customer, you must make sure that there is enough money in your prepay account to make the payments on the due dates under your telephone service agreement form or in line with any other arrangements that we may agree with you.

Paying for the service

  1. You must make sure that there is enough money in your prepay account to pay the rental charges when they are due, under your telephone service agreement form or with any other arrangements that we may agree with you.
  2. In most cases, we will take usage charges from your prepay account straight away.
  3. If the balance of your prepay account falls to 0 you will not be able to make outgoing calls which there is a charge for.
  4. We will not send any bills to you except a final bill if either of us ends the agreement for the service. You will not be able to see any bills online.

Ending the agreement

  1. If you end your agreement for the service we may refuse to enter into any other agreement with you unless:
  • the minimum period for the service has already passed;
  • you have paid any outstanding debts in full;
  • you have kept the balance of your prepay account in credit during the 12 months immediately before your agreement ended; and
  • your bank has made all payments to your prepay account during the 12 months immediately before your agreement ended.

If you break your agreement for the service

  1. If your prepay account stays at 0 for 21 days in a row, you will not be able to make calls for which there is a charge or receive calls. We will also charge you an administration fee, as set out in the price terms. We will take this fee from your prepay account. If your prepay account does not go above 0 within another seven days, we will send you a notice to end your agreement. We will end the agreement seven days after then unless you bring your prepay account back into credit.

BT customer service guarantee scheme

Our guarantee

  1. The guarantee covers Calling Plans on BT Telephony services, Low Loss Exchange Lines, BT Basic, Light User Scheme, In Contact Plus and Payphone Lines with some exceptions and variations as set out in paragraphs 16 to 22 below.

We guarantee:

  1. to provide the service by the date we agree with you;
  2. to repair a service failure in line with the repair service you have chosen normally, this means by midnight on the first weekday (not including public and bank holidays) after the day you report the fault to us;
  3. not to disconnect the service by mistake; and
  4. to keep any appointment we make with you under this agreement.

By service failure, we mean the continuous total loss of the facility to make or receive a phone call, or of any other facility we provide to you.

  1. The guarantee does not apply if:
  1. someone other than BT has caused the fault;
  2. we ask to come onto your property and you do not allow us to; or
  3. we reasonably ask for other help and you do not give it.
  1. If we are late in providing the service or repairing a service failure, you may choose either of the following.
  1. Call diversion, which is described in paragraphs 6 to 10 below. This is only available if it is reasonably practical, and sometimes technical restrictions may prevent us from offering you this option. If you make calls with another calls provider and you choose call diversion under this customer service guarantee scheme, you may be charged by your pre-selected call provider for the diverted leg of calls at that provider's current rates.
  2. Daily-rate rental credit or actual financial loss, which is described in paragraphs 11 and 12 below. You may choose either daily-rate rental credit or actual financial loss (or both).
  1. If we disconnect the service by mistake, you may claim daily rate rental credit or actual financial loss (or both) from the date we disconnect it.
  2. If we do not keep an appointment, you may claim a fixed amount of £10.

Call diversion

  1. If you choose call diversion, we will divert your incoming calls, if you ask, to another fixed line or mobile phone number that you choose. Once we have provided the service or repaired the service failure, we will cancel your call diversion.
  2. The number you choose must be a UK number, but there are some numbers which we will not divert your calls to (for example, 0800 and 0870 numbers). The full list is shown in paragraph 16 below.
  3. If we divert your calls to a mobile number, the person calling you will not have to pay any extra costs for making that call.
  4. As well as providing a call diversion, for each line diverted to a mobile number we will pay you a call allowance for each whole or part day we are late in providing the service or repairing a service failure. The amount is £1 (including VAT) a day.
  5. If your losses are greater than the amount you may receive as a call allowance, you may also claim actual financial loss, as described in paragraph 12 below. However, this does not apply to any extra mobile call charges you run up within five days of us not keeping to our guarantee.

Daily rate rental credit or actual financial loss

The choice

  1. Daily-rate rental credit is the amount we will credit you for each whole or part day we are late in providing the service or repairing a service failure and for each line affected. It is equal to the daily charge of your rentals for each day that applies. The daily charge is four times the rental charge for three months (including VAT) divided by 365. Payment for extra care packages is not included in this. If you claim this, you will not have to prove your loss. If you suffer extra losses, you may also claim actual financial loss as described in paragraph 12.
  2. Actual financial loss is the amount you lose that could reasonably be foreseen (expected) as a result of us not keeping to our guarantee. If you claim this, you will have to show us proof of your loss. The amount we agree that is due to you will not include or be subject to VAT.

The limits

  1. The maximum amount we will credit or pay you is £1000 for each line affected in any 12-month period as set out in the standard terms. This does not include our responsibilities if you die, suffer personal injury or suffer loss or damage to physical property as a result of our negligence.

How we will pay you

  1. We will normally take any amounts that we owe you off your next phone bill. However, we may agree to pay actual financial loss payments by cheque if you ask.

How to make a claim

  1. You must make your claim within four months of us putting things right. For actual financial loss, you must claim in writing. Please ask for a claim form.

Variations

  1. Call diversion is not available to customers of In Contact Plus and BT Pay&Call, and will not be provided for BT calling features and network features and to numbers beginning with 00, 08, 09, 070, 076, 0500 or 07744.
  2. Daily-rate rental credit will not apply to any BT calling feature that is provided free of charge and fails. This includes BT calling features that are provided as part of the BT Working Together and BT Working Together Talk packages.
  3. If you take a BT calling feature as part of a line-rental package and there is a service failure, we will not pay daily-rate rental credit on the BT calling feature part of the package.
  4. If a BT calling feature is part of a calling features package and one or more services experience a service failure, we will work out the daily-rate rental credit using the BT calling features package rental.
  5. We will not pay any daily-rate rental credit on any pay-per-use BT calling features.
  6. If you are a BT Pay&Call customer, we guarantee to repair a service failure by midnight on the first weekday (not including public and bank holidays) after the day you report the fault to us. You will not be able to choose an alternative repair service.
  7. If you are a BT Pay&Call customer, we will normally pay any amounts due to you into your prepay account. However, in some circumstances we will pay actual financial loss payments by cheque. We may first take all or part of any money you owe us.

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BT Total Broadband and BT Total Broadband Anywhere service terms

What we provide

  1. The service we agree to give you includes:
  • high-speed network access to the internet;
  • helpdesk services; and
  • other applications and features as described at www.bt.com/broadband; and the BT Total Broadband price terms.
  1. If you are a BT Total Broadband Anywhere customer we will give you a mobile handset which when used with the service enables you to:
  • make and receive voice calls;
  • send and receive information (including messaging services such as SMS (short messaging service) and MMS (multimedia messaging service) and e-mail);
  • access the internet.
  1. You may choose up to five other users who can receive the BT Total Broadband Anywhere service. You will be responsible for all these users under your agreement. We may refuse to provide the service to other users depending on your credit rating and history of paying bills on time.
  2. The BT Total Broadband Anywhere service may be affected by geographic, atmospheric or other conditions or circumstances beyond our control.
  3. The BT Total Broadband Anywhere service is not available in all parts of the United Kingdom or in all other countries, and may be restricted to certain areas within those countries where service is available.

When the service starts

  1. The service will begin and the minimum period starts on the day we send you the BT Hub and any other equipment required to use the service, or on the day we activate the service whichever is later. For other users the service will begin on the day we send the additional mobile handsets.
  2. We guarantee that the BT Hub and any other equipment that we send you in line with paragraph 6 will work to the relevant specification for the minimum period and will be free from faulty design, manufacture or materials. If at any time during the minimum period you find that the BT Hub or any other equipment is not working properly you may return it to us and we will replace (or at our option) repair it.

    We will not be responsible for any defects arising from fair wear and tear, accidental or wilful damage, misuse or failure to follow our instructions.

Minimum period and ending your agreement

  1. Separate minimum periods will apply to the service we supply to you and to each other user depending on the pricing option and package you choose.
  2. You may cancel your agreement or service to any other users before we send out the relevant equipment to you or any other users. We will not charge you for the service and we will refund any payments you have made to us for any equipment we have provided.
  3. If you order BT Total Broadband at the same time as BT Total Broadband Anywhere service you may end your agreement for the service or service to any other users at any time up to 14 days after the equipment has been sent to you without having to pay a charge for ending it early. You will, however, have to pay usage charges. You must also return all the equipment that we have provided to you.
  4. If you already have the BT Total Broadband service at the time you order BT Total Broadband Anywhere you may end your BT Total Broadband Anywhere service at any time up to 14 days after the date the BT Total Broadband Anywhere service begins, without having to pay a charge for ending it early. You will, however, have to pay any usage charges. You must also return any mobile handsets that we have provided to you to use the service.
  5. If you end your agreement for the service during the relevant minimum period you will have to pay an charge by way of compensation to us, for ending it early unless paragraphs 9 or 10 of these service terms apply or you are ending your agreement because of a change made which is to your material disadvantage. You will find details of these charges in the price terms.
  6. If you want to end your agreement, you may do so by giving us 30 days notice unless paragraphs 9 or 10 of these service terms apply.
  7. If you are using any services, applications or features which are free of charge, these will end on the day you agreement with us ends.

Moving home

  1. If you move home within the UK, and let us know at least five working days before you do so and in line with the home mover policy (as set out at www.bt.com/broadband), we will continue to provide the service, if we are able to, at your new address. If we are not able to provide the service at your new address, and you are still within your minimum period, you will not have to pay a charge for ending the service within the minimum period. If we continue the service at your new address, the rest of your minimum period or a new three-month minimum period will apply, whichever is greater.

Things you need to know about BT Total Broadband

  1. All BT Total Broadband options (including any unlimited options) are provided in line with our fair-usage policy as set out in the 'Support and Advice' section at www.bt.com/broadbandusagepolicy..
  2. If you constantly go over your usage guideline, we may charge you for your extra usage, upgrade you to another BT Total Broadband option that is better suited to your usage or end your agreement. You can find details of the extra usage charges in the BT Total Broadband price terms. If we upgrade you to another BT Total Broadband option, the rest of your minimum period or a new three-month minimum period will apply, whichever is greater.
  3. We may also take action to manage the network's performance during periods where there is a high demand. Please refer to the 'Support and Advice' section at www.bt.com/broadband for more details.

Changing your BT Total Broadband service

  1. If you change the service a new minimum period will apply unless you are moving home or we have changed your service under paragraph 16 above. If you downgrade your BT Total Broadband option the charge in the BT Total Broadband price terms will apply. You may not change from BT Total Broadband Anywhere to a BT Total Broadband option unless paragraph 10 of these service terms applies.
  2. If you change service, we have the right to move you to a different billing method.
  3. Paragraph 18 does not apply if you have the radio broadband service.

Our responsibility to you

  1. If you suffer a continuous total loss of the service at any time after we have provided it, we promise to put things right by midnight on the second weekday (not public and bank holidays) after you have reported the fault to us.
  2. If we do not do so, we will provide a refund for each day we are late in repairing the service. You will not be entitled to a rental refund if the fault relates to your phone line or is due to equipment you have bought from other suppliers.
  3. You will need to contact us to claim a refund. We will take the amount we owe you off your next bill, unless you ask us to send you a cheque.
  4. Unless we are negligent, our only responsibility is to pay you a rental refund as described in paragraph 22.

Additional terms and conditions for BT Total Broadband Anywhere customers:

Using the service

  1. We will give you a usage limit. If you would like to know what it is, you should call BT Mobile on 0800 0322111. If you go over this limit, we may restrict the service we provide.
  2. If you tell us you want to make calls to or from abroad, we may ask you to show that you have a satisfactory credit rating or history of paying bills on time. If you, or any other user, use the service abroad, we will charge for any calls you or they make or receive.
  3. If your mobile handset or SIM card is stolen or lost, you must pay for any replacement. We do not include insurance for lost or stolen mobile handsets in our charges, but it is offered separately at an additional cost. If you lose any mobile handset or SIM card or it is stolen, damaged or destroyed or is likely to be used in an unauthorised way, you or any other user must phone the BT Mobile customer service department immediately. You will be responsible for any usage or other charges until you have told us about the mobile handset or SIM card being lost, damaged or destroyed. If you or any other user loses their SIM card or mobile handset or it is stolen, we will disconnect the SIM card and make sure the mobile handset cannot be used. If you then decide to end the agreement, you must pay the charges shown in the price terms.

Other things we need to tell you

  1. If you ask us to we will make your mobile number (and your details) available to directory service providers, put it in the appropriate BT Phone Book and make it available from our Directory Enquiries Services.
  2. We may check your details with fraud prevention agencies. If you provide false or inaccurate information and we suspect fraud, we may record this information with the fraud prevention agencies. We and other organisations may use and search this information to:
  • help make decisions on credit and credit-related services for you and members of your household;
  • help make decisions on motor, household, credit, life and other insurance proposals and insurance claims for you and members of your household;
  • trace people who owe us money, recover debts, prevent fraud and manage your accounts or insurance policies; and
  • check your identity to prevent money laundering unless you give us other satisfactory proof of your identity.

If you want to receive details of the fraud prevention agencies we work with, you can contact us by writing to:

The BT Mobility Billing Manager
pp5WW6, Telecom House
Church Street
Wolverhampton, West Midlands
WV2 4BA

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BT Vision service terms

What we provide

  1. The service we agree to give you includes:
  1. access to:
  1. a range of on demand content payable either on a Pay Per View or subscription basis or where available at no additional charge;
  2. a selection of communication services;
  3. a selection of interactive content and services; and
  4. Freeview digital TV and radio, and any other additional chargeable broadcast channels received through your television aerial, subject to paragraph 23.
  1. installation of the equipment where you select the engineer install option. We may need to provide a new telephone extension socket close to your selected television to do this.
  1. In order to receive the service you will need to meet the requirements set out online at www.bt.com/btvision and your BT Total Broadband service must be activated and subject to a line survey test that we will perform.

When does the service start

  1. The service will begin on the agreed delivery date (service start date).

Connection of the V Box

  1. Unless you pay £194.76 for the V-box as set out in paragraph 3(c) of the Price Terms, you must
  1. connect the V-Box to the service within 28 days of the service start date, otherwise we will charge you a one-off fee of £194.76 by way of compensation to us;
  2. continue to keep the V-box connected if you have connected within this period, for the remainder of your BT Total Broadband minimum term, otherwise we will charge you, by way of compensation to us, either:
  1. £194.76 less any amount that you have paid for the V Box, if you do not meet this requirement in the first six months from the service start date; or
  2. £100 less any amount you have paid for the V Box if you do not meet this requirement after the first six months and until 12 months from the service start date.

You will only be required to compensate us once under the terms of this paragraph. These charges are not subject to VAT.

Using the service

  1. Your use of the service will not count towards any usage guidelines under your BT Total Broadband agreement. It may however reduce your BT Total Broadband line speed.
  2. When we make software or content available to you, you agree:
  1. to accept any third party terms and conditions which apply to software or content provided; and
  2. to use it only as we instruct.
  1. You will own the equipment on delivery unless you end your agreement as set out in paragraph 9. You may be required to compensate us if you do not remain connected to the service as set out in paragraph 4.
  2. You must connect your V-box to the BT Home Hub and switch on both devices to use the service. The V-box must remain connected to the service as set out in paragraph 3. Any viewing card must be kept inserted in the V-box at all times.

Ending the service

  1. You may end your agreement by contacting us at any time within 10 days beginning the day after the service start date. You will be required, at your own expense, to return any equipment we have provided to you (undamaged and in its original packaging) and we will refund any payments you have made to us for the equipment. We will end any subscription pack at the end of the first month. We will not refund any other charges you may have paid in relation to the service.

Ending a viewing pack

  1. You may end your subscription to a viewing pack at any time after the first month. If you end your subscription to a viewing pack during the relevant minimum period you will have to pay a charge by way of compensation to us for ending it early unless paragraph 18 below applies or because you are ending the agreement because of a change made which is to your material disadvantage. You can find details of the charges in the BT Price List.

Content Rights

  1. We grant you a non-exclusive, non-transferable license to receive, display and view the content on your television, for home use only.
  2. You will indemnify us in full from and against all claims, actions, damages, proceedings, demands, losses, and reasonable costs and expenses incurred by us arising out of your use of any of the content and service in breach of this agreement.
  3. If you access third party pages from the service you agree that these pages are accessed by you on an "as is" basis when available and that we have no responsibility for any products, services, content or other material set out on or obtained from those pages.

Other things we need to tell you

  1. We will:
  1. add items to and remove items from the library of content that you can access through the service;
  2. aim to make content available at the times shown on www.btvision.bt.com/vision/entertainment.htm, however these times may vary and we have no liability to meet them; and
  3. occasionally give you instructions which we may believe are necessary to safeguard the security or quality of the service.
  1. Unfortunately if you have selected the engineer install option, we will not be able to perform the installation set out in paragraph 1(b) if you have an Apple MAC personal computer. However this will not prevent you from receiving the service.
  2. We will agree a date with you for delivery of equipment or the installation set out in paragraph 1(b) if you select this option, but all dates are estimates and we cannot guarantee we will meet them.
  3. Viewing pack useage is currently unlimited. However in future there may be usage guidelines which set out the amount of viewing you are allowed each month (this is set out at www.bt.com/btvision). If you go over these amounts we may ask you to pay for additional viewing. We will give you one months notice before we take this action.
  4. If you move home within the UK, and let us know at least 7 days before you do so and in line with the home mover policy (as set out at www.bt.com/movinghome), we will continue to provide the service, if we are able to, at your new address. If we are not able to provide the service at your new address, you will not have to pay any compensation charge for not connecting to the service as set out in paragraph 4 or any charges for ending your subscription early.

Our responsibility to you

  1. We are not responsible for:
  1. any recordings that you are unable to make; or
  2. the loss of any content previously recorded if you have your V-box repaired at any time.
  1. If you are unable to receive your Pay Per View content or any content under your viewing pack, our only obligation is to credit you either the charge for the Pay Per View content or a proportion of the subscription charge to the viewing pack during the affected month.
  2. You will need to contact us to claim a credit within 30 days of you not receiving the content. If we agree to your claim, we will arrange for a credit to be made to you.

Quality of the Service

  1. We aim to provide a continuous, high-quality service but we do not guarantee either the quality of the service or that the service will be available at all times. From time to time faults in the service may occur. We will repair these faults as soon as we can.
  2. The quality of digital terrestrial TV content, the Freeview picture and the number of channels, if any, that you can receive is dependant on the quality of the broadcast and your television aerial and the availability of Freeview in your area. We are not responsible for this.
  3. Although we take precautions, we cannot guarantee the accuracy or completeness of the content that we provide to you including the Electronic Programme Guide. The content may not be suitable for viewing or use by persons of all ages. For this reason, it is your responsibility to ensure that the content viewed or used is suitable for those viewing it (including children). We are not responsible for this.
  4. You are responsible for setting up and maintaining parental controls or any other controls that you may have been provided under other BT Services.

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BT Broadband Talk service terms

What we provide

  1. The service we agree to give you is the facility to make and receive phone calls or video calls using a suitable broadband connection in the United Kingdom.

Things you need to know about Broadband Talk

  1. We aim to provide a continuous service, but the service may be affected by uploading or downloading information using your broadband connection or by circumstances beyond our reasonable control.
  2. We cannot guarantee that you will be able to make 999 or 112 emergency calls. If you use the service to make these emergency calls, the location information received by the emergency services will be limited to the installation address of the service. Emergency calls may fail if there is a power failure or broadband connection failure. If possible, you should make alternative arrangements and keep a main phone line available.
  3. The service will not work if there is a power failure or your broadband connection fails.
  4. If a geographic number (one that begins with 01 or 02) is not available, we have the right to issue you with a non-geographic number (one that begins with a number other than 01 and 02).
  5. Where we have provided the service free or as part of another package and you allow more than 90 days to pass after the last time you used it to make an outgoing call, your agreement for the service will end automatically and you will lose your BT Broadband Talk phone number.

Moving home

  1. If you move home within the UK, and let us know at least seven days before you do so and in line with the home mover policy (as set out on www.bt.com/broadbandtalk), we will continue to provide the service, if we are able to, at your new address. If we are not able to provide the service at your new address, and you are still within your minimum period you will not have to pay a charge for ending the service within the minimum period. If we continue the service at your new address, the rest of your minimum period or a new three-month minimum period will apply, whichever is greater.

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BT Telephony Services price terms

General

  1. The terms and conditions of the services are also made up of relevant parts of the BT Price List that contain details of other conditions, other charges and other facilities. If the relevant parts of the BT Price List contradict any of the other terms and conditions of the service, the other terms and conditions will apply in the order set out in the important information box.
  2. All prices and payments quoted in these BT Telephony Services price terms include VAT (based on a tax rate of 15%) except where it says otherwise. We may work out your charges for the services without including VAT. You can get more details in the BT Price List.
  3. We charge calls by the day and time they are made, and the time periods described in these BT Telephony Services price terms are as follows
  • 'Weekend' means any time on Saturday or Sunday
  • 'Evening' means before 6am or after 6pm on Monday to Friday
  • 'Daytime' means any other time period

Connection charges for BT Telephony and BT Basic

  1. The following connection charges apply for BT Telephony and BT Basic
  • If a BT line exists but changes are needed to wiring inside or outside the home or work at the exchange to reconnect to BT, or if a new single line is required the charge will be £122.33
  • Take over of an existing line where no changes are needed to wiring inside or outside the home or work at the exchange to reconnect to BT the charge will be £0

The following connection charges apply for BT Telephony only

  • For two to five lines – £110.09 a line
  • For six or more lines – £97.86 a line

When you want more than one line, you must order them for the same address at the same time. If you are upgrading from In Contact Plus to BT Telephony within the minimum period of In Contact Plus, you must pay the connection charge for BT Telephony less any joining fee you have paid for In Contact Plus.

Extra connection and equipment charges

  1. If it is necessary to provide telephony services using equipment which we do not provide as standard, we may charge a special rental rate or any other charge for that.
  2. We may also charge you for extensive new construction over and above standard needs. You can get more details in the BT price list.

Spreading the cost of BT Telephony and BT Basic connection charges

  1. When you apply for a new line for BT Telephony or BT Basic you may choose to spread the cost of your connection. With this option, for BT Telephony you will make a payment upfront of £26.90, which includes a facility fee of £12.17, followed by four further payments of £26.90 which will be added to your first four quarterly (three-monthly) bills. For BT Basic, there is no facility fee so you will make a payment upfront of £24.49, followed by four further payments of £24.46 which will be added to your first four quarterly bills.
  2. If you choose to spread your connection charges for BT Telephony, this will apply to all BT Telephony lines you may have.
  3. If extra work is needed which increases the connection charges for BT Telephony or BT Basic by £58.73 or more, you may choose to spread these charges too. You must make a payment upfront of £26.90 followed by four equal payments, worked out to the nearest penny, over your first four bills.
  4. The facility to spread your connection charges is not available to BT Pay & Call customers or to customers upgrading from an In Contact Plus Line.

Converting your line and other set-up charges

  1. Charges for converting ISDN to a BT Telephony service, charges for converting hard-wired master sockets and any other conversion charges are set out in the BT price list.

Providing a restricted service

  1. We may restrict your service if you do not pay your bill or where unapproved attachments have been made to a BT line. We will also restrict the service if you ask us to. Charges that apply to restricting services and for restoring services after a period of not paying bills are set out in the BT price list.
  2. An administration fee of £11.50 will apply to BT Pay&Call accounts that stay at or below £0 for a period of 21 days or more. The charge for restoring your service after temporarily suspending it as a result of you not paying your bills does not apply to BT Pay&Call. Any other exceptions for restoring service are set out in the BT price list.

Directory entries

  1. Charges for directory entries other than the standard entry that is provided as part of the service are set out in the BT price list.

BT Telephony Services minimum periods and service features

  1. The minimum period for a new line and a line you take over in respect of the services listed below and some of the related features of those services are as follows.
Minimum period for a new line and a line you take over Fixed-rate local and national calls available Call allowance Friends and Family and Friends and Family Overseas Friends and Family Auto Update BT Pay&Call available (other restrictions apply) Mobile Saver, International Saver and International Freedom available Inclusive Texts
Line Rental only 12 months No No No No Yes No No
Unlimited Weekend Plan 12 months Evening local and national calls No Yes Yes Yes Yes No
Unlimited Evening & Weekend Plan 12 / 18 months Daytime local and national calls No Yes Yes Yes Yes Yes
Unlimited Anytime Plan 12 months All times local and national calls No Yes Yes Yes Yes Yes
BT Working Together* 12 months No Yes Friends and Family Gold No No Yes No
BT Working Together Talk* 12 months Evening and weekend local calls Yes Friends and Family Gold No No Yes No
BT Local 12 months Evening and weekend local calls No Yes Yes Yes Yes No
In Contact Plus* 12 months No No No No No No No
LUS* 12 months No No Yes No Yes No No
BT Basic 12 months No Yes No No No No No

*In Contact Plus, LUS, BT Working Together and BT Working Together Talk are not available for new supply.

Any other services and features are set out in the BT price list. Certain services are not available for new customers. BT calling features are also available with some services. See paragraphs 32 to 37 below for details.

BT Telephony Calling Plans service fees and add-ons

  1. The charges for every three month period are:
Calling Plans Minimum Period Calling Plan Charge Line Rental Charge Total Charge
Line Rental only 12 months n/a £34.50 £34.50
Unlimited Weekend Plan N/A £0 £34.50 £34.50
Unlimited Evening & Weekend Plan N/A £7.93 £34.50 £42.43
Renewable Unlimited Evening & Weekend Plan 12 months renewable £0 £34.50 £34.50
Renewable Unlimited Evening & Weekend Plan with inclusive Mobile Saver 12 months renewable £0 £34.50 £34.50
18 months Unlimited Evening & Weekend Plan 18 months £0 £34.50 £34.50
Unlimited Anytime Plan N/A £17.47 £34.50 £51.97
Renewable Unlimited Anytime Plan 12 months renewable £14.55 £34.50 £49.05

If you agree to take either of the renewable Unlimited Evening and Weekend Plans for an initial 12 month minimum period, at the end of each 12 month period the contract will be automatically renewed for a further 12 month minimum period unless you tell us you do not want to continue. We will write to you nearer the time to remind you that the end of your initial minimum period or renewal period is approaching and letting you know what to do should you not wish to renew your contract. You can add Mobile Saver to your renewable Unlimited Evening and Weekend Plan at any time. You may also upgrade from a renewable Unlimited Evening and Weekend Plan to the renewable Unlimited Anytime Plan. If you do so you will begin a new 12 month renewable minimum period. You cannot move to a Calling Plan with the same or lower total charge or to the Unlimited Evening & Weekend Plan during the initial 12 month minimum period or any renewal period.

If you agree to take the 18 month Unlimited Evening & Weekend Plan for a minimum period of 18 months the total charge will be charged at the rate of £34.50 for every three months. If you remain on the Unlimited Evening & Weekend Plan at the end of the 18 month minimum period the full price for the Unlimited Evening & Weekend Plan of £42.43 for every three month period will apply. You may upgrade from the 18 month Unlimited Evening and Weekend Plan to the Unlimited Anytime Plan during the 18 month minimum period. If you do so you will take the remainder of the minimum period with you. You cannot upgrade to the renewable Unlimited Anytime Plan during the 18 month minimum period.

If you agree to take the renewable Unlimited Anytime Plan for an initial 12 month minimum period, at the end of each 12 month period the contract will be automatically renewed for a further 12 month minimum period unless you tell us you do not want to continue. We will write to you nearer the time to remind you that the end of your initial minimum period or renewal period is approaching and letting you know what to do should you not wish to renew your contract. You cannot move to a Calling Plan with the same or lower total charge or the Unlimited Anytime Plan during the 12 month minimum period or any renewal period.

  1. The rental charge for each additional line for every three month period is £34.50. You will receive the same benefits, features and prices that come with the first line of your option on any extra BT Telephony line you may have.

Other BT Telephony rentals are set out in the BT Price List.

  1. Unless you are a Pay&Call, Light User Scheme, In Contact Plus or BT Basic customer, we require you to enter into a separate agreement with BT Payment Services Limited for the collection and processing of your payments, if you do not pay by direct debit or monthly payment plan. You must maintain that agreement until your agreement for Telephony Service is ended and you have paid your final bill. If you make a payment by means other than direct debit or monthly payment plan before we have written to you with the terms and conditions for this separate contract (and therefore your agreement begins with BT Payment Services Limited had not begun), you must pay a payment processing fee of £1.50 per month or £4.50 for every three month period to BT Payment Services Limited. This fee is not subject to VAT. All amounts due which are not paid by direct debit or monthly payment plan will be collected by BT Payments Services Limited.
  2. The Friends and Family option (F&F) provides a discount of 10% on up to ten nominated numbers and 20% on one of these numbers. F&F also provides a discount of 10% on the phone number of your service unless you are a BT Pay&Call customer. The F&F Overseas option provides a discount of 10% on up to five international numbers you choose. If available, you may also apply for F&F Auto Update which automatically applies the discount to your top eligible numbers. The F&F Overseas option is not available together with F&F Auto Update. If you are a BT Pay & Call customer you are not eligible for the F&F Auto Update. Most UK local, UK national, UK mobile and international numbers are eligible for F&F discount but with some restrictions. Other eligible numbers and other important F&F information are set out in the BT Price List.
  3. Your chosen numbers for F&F or F&F Overseas, or those chosen by Friends and Family Auto Update, apply to calls from all the lines on your account.
  4. Mobile Saver is available for £4.40 every three month period and a minimum period of one month applies. It is included within the Unlimited Anytime Plan. Calls you make to most UK mobile phones are reduced by up to 40% with Mobile Saver. Further information is set out in the BT Price List. If you use Mobile Saver in a manner that in BT's opinion is not in keeping with those reasonably expected of a Residential customer BT may withdraw the service from your account.
  5. International Saver is available for £2.94 for every three month period, and a minimum period of one month applies. The details of the reduced prices to a number of international destinations this option provides are set out in the BT Price List.
  6. International Freedom is available for £14.68 for every three month period. A minimum period of one month and a fair use policy applies. Further information is set out in the BT Price List.
  7. The Unlimited Evening & Weekend Plan includes 100 BT texts, and the Unlimited Anytime Plan includes 200 texts. These are SMS (Short Messaging Service) messages sent from suitable equipment (not part of the service) to UK mobiles and fixed lines. BT Text needs caller display (depending on whether this is available). Other important information on BT Text is set out in the BT Price List.

Call and bill information

  1. A call set-up fee of 6.851 pence applies except to fixed-rate UK calls, free calls, calls to Freefone services, inclusive calls and other calls as set out in the BT Price List. The duration (length of time) of most of your direct dialled calls is rounded up to the next whole minute before we work out the call charge. If your call charges are worked out without including VAT, they will be rounded up to the next penny before VAT is added. The VAT on your bill will also be rounded up to the next whole penny. Exceptions to this are set out in these price terms and in the BT Price List. More details of how we charge for our calls and how we work out what you owe us are set out in the BT Price List..

Call charges for BT Telephony Calling Plans

  1. The prices for calls to UK local and national numbers beginning with 01, 02 and 03 (not including calls to the Channel Islands, internet service providers or facsimile lines) depend on your choice of Calling Plan and the time period in which you make the call. The charge for first hour of calls made during the:
  • evening with Unlimited Weekend Plan have a fixed rate of 1.468 pence per minute and during the weekend have a fixed rate of 0 pence;
  • evening and weekend with Unlimited Evening & Weekend Plan have a fixed rate of 0 pence; and
  • daytime, evening and weekend with the Unlimited Anytime Plan have a fixed rate of 0 pence.

If you take the Unlimited Weekend Plan you must make at least 1 chargeable call per month with BT.

After the fixed-rate part of these calls, the calls are charged at 3.915 pence per minute.

Calls from Northern Ireland to fixed phones in the Republic of Ireland are also charged at these rates.

  1. The following call charging rules apply to Calling Plans.
  1. Calls starting in the evening or at the weekend and continuing into the daytime will be charged at the fixed rate and then at a varying 'pence a minute' charge for the part of the call made during the daytime.
  2. Calls starting during the daytime and continuing into the evening or weekend will be charged at a varying 'pence a minute' charge for the part of the call made during the daytime and the fixed rate for the first part of the evening and weekend.
  1. The price for calls to mobile phones depends on the mobile phone number and the original network operator. The price does not change when the number is transferred to another network, so BT does not publish prices by named operator. The BT Price List contains a list of which charge bands apply to mobile number ranges.

    The prices for customers with Unlimited Weekend Plan or Unlimited Evening and weekend Plan, calling the most commonly used bands are shown below, but customers can find a full list of prices for calls to mobiles in Table 6 in the BT Price List.
Original network operator Charge band
O2 fm1
Dolphin fm2
T-Mobile fm3
Orange fm4
Vodafone fm5
Hutchison fm6
Opal fm7
BT Fusion fm8
Magrathea fm9

The prices for calls to UK mobiles on these charge bands are as follows:

  • Daytime – 12.234 pence a minute (6am – 6pm, 7 days a week)
  • Evening – 7.340 pence a minute (6pm – 6am, 7 days a week)

while customers with Unlimited Anytime Plan or Mobile Saver should refer to Tables 1 and 1a on the BT Price List. Customers with the Light User scheme should refer to the following section on the BT Price List.

  1. The prices for calls to numbers beginning with 0845 are as follows:
  • Daytime – 1.958 pence a minute (6am – 6pm, 7 days a week)
  • Evening – 0.489 pence a minute (6pm – 6am, 7 days a week)

The prices for calls to most numbers beginning with 0870 are as follows:

  • Daytime – 5.872 pence a minute (6am – 6pm, 7 days a week)
  • Evening – 1.468 pence a minute (6pm – 6am, 7 days a week)

Any exceptions for numbers beginning with 0845 or 0870 are set out in the BT Price List. Call charges for 0845 and 0870 calls, not including VAT, are rounded up to the next tenth of a penny.

  1. Other inland call charges are set out in the BT Price List.
  2. Prices to international fixed phones, prices to international mobile phones and information on whether the number you are dialling is a mobile number in the destination country are set out in the BT Price List.

BT calling features

  1. BT calling features are not available to ISDN or In Contact Plus customers. Other BT calling features restrictions apply to BT Pay&Call customers as set out in paragraph 36 below. Any other restrictions are set out in the BT Price List.
  2. BT Privacy is a combination of caller display and a listing with the telephone preference service. You will need to activate BT Privacy which is included for customers who make at least six inclusive or chargeable calls (excludes calls made with BT Broadband Talk) with BT every three months. For other customers the charges for caller display are set out in the BT Price List.
  3. Included with BT Telephony, LUS and BT Basic are the following pay-per-use BT calling features:
  • Reminder call – 29.3p
  • Three-way call set-up – 58.6p
  • Ring back – 29.3p
  • Charge advice – £0
  • Call return 1471 – 9.8p
  • Call return 1571 – 9.8p
  1. You can also activate the following extra calling features for £5.13 every three months:
  • Call waiting
  • Internet call waiting
  • Call diversion
  • Call barring (includes internet call barring)
  • Caller display
  • Reminder call (unlimited usage)
  • Ring back (unlimited usage)
  • Call sign
  • Three-way calling (unlimited use)
  • 1471 extra.

If you are a BT Working Together or a BT Working Together Talk customer, you may activate one of these calling features as part of your service.

You may also buy these BT calling features in packages at the following prices:

  • Two to four BT calling features – £10.28 every three months
  • Five or more BT calling features – £14.69 every three months

Caller display, call barring and call diversion are available on accounts with multiple lines (more than one line). When you buy caller display for multiple lines, there is a charge for each line. When you buy call barring or call diversion, there is only one charge for multiple lines that have the same phone number.

Internet call waiting and call waiting are not available together.

BT Answer 1571 standard service is included for BT Telephony customers who make some chargeable or inclusive calls with BT (excludes calls made with BT Broadband Talk). The following charging rules apply:

  • If you are billed monthly you must make at least two chargeable or inclusive calls with BT within that month otherwise we will charge you £0.98 a month for the BT Answer 1571 standard service.
  • If you are billed every three months you must make at least six chargeable or inclusive calls with BT within those three months otherwise we will charge you £2.94 every three months for the BT Answer 1571 standard service.

Further information is set out in the BT Price List.If you do not access your BT Answer 1571 mailbox at least once every 90 days it will be switched off and any saved messages will be lost.

  1. The following BT calling features are not available if you are a BT Pay&Call customer:
  • Call diversion
  • Ring back
  • Three-way calling
  • Subscriber private meters or meter pulse facility
  • Advice of duration and charge

There is a charge of £4.40 every three months for both call barring and call control as part of the BT Pay&Call package. These two BT calling features cannot be bought as part of a BT calling features package.

  1. Buying BT calling features depends on whether they are available, and a minimum period does not apply.

Ending the service

  1. Depending on the Calling Plan you select your agreement for service for either a new line or a line that you take over is intended to last for at least 12 or 18 months from the date we provide the service. However, subject to paragraph 36 of the BT Residential Standard Terms, if you end the agreement during that period you must pay a charge for ending the agreement early by way of compensation to us. The charges set out in paragraphs 39 to 43 are not subject to VAT.
  1. The charges for ending either a new line or a line that you take over before the end of the minimum period will be the lower amount of either £70 or the total of the monthly line rental left in the minimum period.
  2. The charges for ending any Unlimited Evening & Weekend Plan during any initial minimum period or renewal period are the total charges left in the minimum period or renewal period. This charge is £14.14 per month.
  3. The charges for ending any Unlimited Anytime Plan during the initial minimum period or renewal period are the total charges left in the minimum period or renewal period. This charge is £17.32 per month.
  4. There may be other charges that apply for ending other services (for example BT Broadband). Further information is set out in the BT Price List.

Repair and customer visits

  1. No charges normally arise with the standard fault repair service. However, we will make a charge for new and replaced items. If you ask us to carry out work to repair a fault on items that we are responsible for maintaining, and we are not able to find a fault, we will charge you for the visit.
  2. The prices of the available repair services are set out in the BT Price List.
  3. The charges for visits to your premises where this is not included as part of the BT Telephony Services are set out in the BT Price List.

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BT Total Broadband and BT Total Broadband Anywhere price terms

  1. All prices quoted in these BT Total Broadband and BT Total Broadband Anywhere price terms include VAT except where it says otherwise.
  2. There are no activation charges for customers on standard BT phone lines, including those with BT Home Highway or for the ISDN2 or ISDN2e products.
  3. All BT Total Broadband options including BT Total Broadband Anywhere have a minimum period. A new minimum period of 12 months will apply to BT customers who change to a BT Total Broadband option on or after 21 June 2006 unless the change relates to an offer in which case the offer minimum period will apply.
  4. The following reduced rentals will apply for new customers who ordered BT Total Broadband with a 18 month minimum period on or after 1 April 2008 and who have not had a BT Broadband service immediately before that date, for the periods set out in table 1 below. For other new customers and after this period, the rentals will apply as set out in table 2 below.
Table 1 Period of offer (months) Rental
(amonth)
BT Total Broadband Option 1 (usage allowance of ten gigabytes) 18-month minimum period 3 £7.78
BT Total Broadband Option 2 (usage allowance of fifteen gigabytes) 18-month minimum period 3 £13.69
BT Total Broadband Option 3 (unlimited usage allowance) 18-month minimum period 3 £18.58
BT Total Broadband Anywhere 18 month minimum period 3 £23.48
Table 2 Rental
(amonth)
BT Total Broadband Option 1 (usage allowance of ten gigabytes) £15.65
BT Total Broadband Option 2 (usage allowance of fifteen gigabytes) £20.54
BT Total Broadband Option 3 (unlimited usage allowance) £24.46
BT Total Broadband Anywhere (unlimited usage allowance) £29.35
BT Total Broadband Option 4 (usage allowance of 50 gigabytes, not available to customers who ordered BT Total Broadband on or after 21 June 2006) £29.35
  1. If you downgrade from BT Total Broadband Option 2 or 3, we may charge you up to £39.14. This charge will be included in your next bill.
  2. Payment will be by direct debit or monthly payment plan unless we agree otherwise.

The extra usage charge

  1. If we charge you for extra usage under the usage guideline, the charge will be 58.72p a GB (gigabyte). This applies to your Broadband service.

Ending the service

  1. When you end your broadband service outside your minimum period and do not request and use a migration access code (MAC) or another recognised transfer process to move to another service provider, you will have to pay a cease charge of £18.11 (from 2nd December 2008). You will not have to pay this charge in the event you are moving home and we are unable to provide the service at the new address.
  2. Unless we have made a change to the prices or terms and conditions that is to your material disadvantage or paragraphs 10 and 11 of the BT Total Broadband service terms apply you must pay a charge for ending BT Total Broadband within the minimum period by way of compensation to us. This charge will be equal to the total of the monthly rental charges left in the minimum period. This charge will not be subject to VAT. If you end your broadband service within the minimum period, we may also charge you up to £44.04 for the home hub and £146.80 for the mobile phone(s) we have provided to you as part of the service.

Specific price terms for BT Total Broadband Anywhere customers

Connection charges

  1. There are no additional network connection charges for the mobile phones.

Equipment charges

  1. Mobile phone prices depend on the price plan which they are bought with and whether they are for you or for other users.

Monthly charges

  1. In addition to your BT Total Broadband Anywhere monthly rental charges you may choose one of the following BT Total Broadband Anywhere mobile price plans.
BT Total Broadband Anywhere Price Plan Inclusive Minutes Inclusive texts 18 Month contract Rental ('s per month)
Base 50 50 inclusive
150 150 100 £9.78
250 250 150 £14.68
600 600 300 £29,36
Each other user £4.89

The minutes, SMS and GPRS allowance you get each month are shared between you and other users.

Additionally, you will receive 10 MB's of GPRS data each month which will allow you to use the push email service. If you are a heavy user of this service and you are likely to exceed the inclusive 10 MB's, you can upgrade your monthly allowance to the Total Broadband Unlimited Data Bundle for a fee of £4.89 per month. If you exceed your inclusive allowance, you will be charged £1.46 per MB thereafter.

Calls included with your monthly charge

  1. You can only use BT Mobile minutes for calls starting and ending in the UK and made to a fixed line and to any other UK mobile phones on any UK mobile networks.
  2. The call allowances are reduced by whole seconds. Each mobile call you make is rounded up to the next whole second and taken from the allowance. If a call falls partly within a call allowance, we will round up the extra part to the next whole second and apply the appropriate call charges.

Call charges applicable once your inclusive minutes have been used

  1. The following charges apply for mobile calls starting and ending on a UK network in the UK:
Calls to Per Minute
UK fixed numbers (including the Channel Islands) 14p
BT Mobile (Exc. BT Mobile business) 14p
Other UK mobile 34p
Voicemail 14p
BT Mobile World 14p

Optional bundles

  1. Additional text bundles are available for the following monthly charges:
Price per month
50 texts £2.93
100 texts £5.38
200 texts £9.78
400 texts £19.57
  1. Text bundles include text messages sent to other BT mobile service customers (not including BT Mobile business customers) and mobiles of other UK mobile service providers, but does not include premium text messages and any text messages sent outside the UK.
  2. Picture messaging bundles are available for the following monthly charge:
Price per month
20 messages £3.91
  1. Picture messaging bundles include picture messages sent to other BT mobile service customers (not including BT Mobile business customers) and mobiles of other UK mobile service providers, but does not include premium picture messages and any picture messages sent outside the UK.
  2. An unlimited data bundle is available for the following monthly charge, this bundle is subject to a Fair Use Policy of 500MB per month, and applies to data used from within the UK.
Price per month
Unlimited Data £4.89

Calls and messaging services with variable charges

  1. All the following prices in these price terms are for calls and messaging services not included in the monthly charges or the optional bundles.
  2. We will round up the duration of calls to the next whole second and apply the appropriate prices.
  3. The following charges apply for mobile calls starting and ending on a UK network in the UK:
Calls to Per Minute
Emergency Calls (999, 112) Free
Blind and disabled directory enquiries (195).
The first minute is free.		 67p
BT Directory Enquiries (118500) 63p
BT International Directory Enquiries (118505) 146p
International operator 293p
Internet access using circuit switched data WAP
(Wide Area Protocol)		 9p
Internet access using general packet radio service (GPRS) 146p for each megabyte sent or received
Freephone numbers (0800) 9p
  1. The following charges apply to messages:
Type of message Price
Texts to BT Mobile (not including BT Mobile business customers) 11p
Texts to other UK mobiles 11p
Picture messages to BT Mobile (not including BT Mobile business customers) 29p
Picture messages to other UK mobiles 29p
Texts from the UK to non-UK destinations listed below 19p
  1. The following charges apply to international calls starting in the UK:
Calls to Per Minute
International zone 1: Ireland, USA and Canada 14p
International zone 2: Western Europe, Australia and New Zealand 29p
International zone 3: Rest of Europe (Albania, Bosnia and Herzegovina, Bulgaria, Croatia, Iceland, Serbia and Montenegro, Slovenia and FYR Macedonia), Algeria, Hong Kong, Japan, Libya, Morocco, Tunisia, Turkey and Singapore 48p
International zone 4: Rest of the world 107p
International zone 5: Satellite networks 1035p

Minimum charges and set-up fees

  1. A minimum charge will apply to all calls, except where they are part of monthly minutes. Prices for all other calls and messaging are set out at www.bt.com

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BT Vision price terms

  1. All prices quoted in these BT Vision Price Terms are inclusive of VAT except where stated.

Installation, Connection and Equipment Charges

  1. The charges for delivery, installation and connection are set out at www.btvision.bt.com/vision/whats_btv/whatitcosts.htm.
  2. To receive the V Box you may either:
  1. agree to a new BT Total Broadband minimum term as set out at www.btvision.bt.com/vision/whats_btv/whatitcosts.htm and subscribe to any viewing pack, except TV Replay, (an eligible viewing pack) for a minimum period of 12 months starting on the service start date; or
  2. agree to a new BT Total Broadband minimum term as set out at www.btvision.bt.com/vision/whats_btv/whatitcosts.htm and pay £58.72; or
  3. pay £194.76.

BT Vision Viewing Pack Charges

  1. You may subscribe to viewing packs on payment of the relevant monthly subscription charge shown on www.btvision.bt.com/vision/whats_btv/whatitcosts.htm. You will have access to the pack you subscribe to while you pay the charges.
  2. We may vary the viewing pack charges at any time. We will tell you before we do this.
  3. You need to pay any viewing pack charges monthly in advance.

BT Vision Pay Per View Content Charges

  1. The charge for the Pay Per View service and the available period will be set out on your programme information screen.

Service charges

  1. If there is a charge for content or interactive and communications services, you can pay for these either by Pay Per View or by monthly subscription depending on the service that you select.

Minimum Period for Viewing Packs

  1. The minimum period for a viewing pack, other than for an eligible viewing pack, is one month.
  2. If you agree to subscribe to an eligible viewing pack as set out in paragraph 3(a) above, you may change your viewing pack to a different eligible viewing pack at any time during the 12 months minimum period. If you do this you must maintain your new eligible viewing pack for at least one month each time before changing it. You may also subscribe to any other viewing packs at any time and the minimum period as set out in paragraph 9 above will apply.

Ending a Viewing Pack

  1. If you end your subscription to a viewing pack, other than an eligible viewing pack, at any time after the end of the first month, we will credit you the pro rata amount of your subscription charge for the remainder of that month. If you end your subscription to an eligible viewing pack within the minimum period you will have to pay a charge by way of compensation to us for ending it early. You can find details of the charges in the BT Price List This charge will not be subject to VAT.

Payment

  1. Payment will be by direct debit unless we agree otherwise. We require you to enter into a separate agreement with BT Payment Services Limited for the collection and processing of your payments, if you do not pay by direct debit. You must maintain that agreement until your agreement for BT Vision has ended and you have paid your final bill. If you make a payment by means other than direct debit before we have written to you with the terms and conditions for this separate contract (and therefore your agreement begins with BT Payment Services Limited had not begun), you must pay a payment processing fee of £1.50 per month to BT Payment Services Limited. This fee is not subject to VAT. All amounts due which are not paid by direct debit or monthly payment plan will be collected by BT Payments Services Limited.

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BT Broadband Talk price terms

  1. The terms and conditions of the services are also made up of relevant parts of the BT price list that contain details of other charges and other facilities. If the relevant parts of the BT price list contradict any of the other terms and conditions of the service, the other terms and conditions will apply in the order set out in the important information box.
  2. We charge calls by the day and time they are made, and the time periods described in these BT Broadband Talk price terms are as follows.
  • 'Weekend' means any time on Saturday or Sunday
  • 'Evening' means before 6am or after 6pm on Monday to Friday
  • 'Daytime' means any other time period
  1. All prices quoted in these BT Broadband Talk Price Terms include VAT except where it says otherwise.

Minimum period and monthly service fees

  1. Broadband Talk has a minimum period of 12 months. There are no network connection charges for BT Broadband Talk.
  2. If you have BT Total Broadband, the following monthly rental charges apply.
  • BT Broadband Talk evening and weekend plan with BT Total Broadband £0
  • BT Broadband Talk anytime plan with BT Total Broadband Talk £5.82

If you do not have BT Total Broadband or you end BT Total Broadband the following monthly rental charges apply:

  • BT Broadband Talk evening and weekend plan £2.92
  • BT Broadband Talk anytime plan £7.82

BT Broadband Talk call prices

  1. The prices for BT Broadband Talk calls to UK local and national numbers beginning with 01, 02 and 03 (not including calls to internet service providers) and to BT Broadband numbers beginning with 055 and 056 depend on your choice of plan and the time period in which you make the call. The first hour of calls made during:
  • the evening and weekend with the evening and weekend plan have a fixed rate of 0 pence; and
  • the daytime, evening and weekend with the anytime plan have a fixed rate of 0 pence.

After the fixed-rate part of these calls, the calls are charged at 4 pence a minute.

Calls to the Channel Islands, calls to non-BT 055 and 056 numbers and calls from Northern Ireland to fixed phones in the Republic of Ireland, are not charged at these rates. Details of these calls and for all other calls are set out in the BT price list.

Ending the service

  1. You must pay a charge by way of compensation for ending the service within the minimum period (if this applies). This charge will equate to the total of the monthly rental charges left in the minimum period. This charge is not subject to VAT.

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Your BT Value Bundle Terms

To be eligible for the BT Value Bundle discount you must commit to a minimum period of 18 months for both a BT Total Broadband service and a BT Vision subscription package and have a BT Telephony service. We will give you the BT Value Bundle discount on your BT Vision service. Each service is provided on its own standard terms unless we say otherwise in these terms.
  1. The BT Value Bundle is made up of:
  • Your selected BT Telephony service
  • Your selected BT Total Broadband service
  • Your selected BT Vision subscription package(s)

(known together as "the Services" and individually as "Service").

  1. The Services will be provided on their own terms and conditions which are the BT Residential Standard Terms, the service terms, any relevant special-offer terms and the price terms (the "Terms"), as shown above, unless we say otherwise in these BT Value Bundle Terms:

The Terms

  1. The charges for the Services are set out in the Terms. In addition the following discounts apply to BT Vision (the "Discount"):
  1. a monthly discount for the first 3 months of the minimum period for BT Vision. This will be the equivalent to the monthly subscription charge for either Kids, Music, TV or TV Replay packs (the "Eligible Viewing Packs"); and
  2. after the first 3 months of the minimum period, an ongoing monthly discount of £2.00 towards any Eligible Viewing Pack for the remainder of the minimum period for BT Vision.
  1. To receive the Discount you must:
  1. subscribe to and maintain a BT Total Broadband Service for the minimum period set out in paragraph 5;
  2. subscribe to and maintain at least one Eligible Viewing Pack, excluding TV Replay or the BT Vision Value Pack for the minimum period set out in paragraph 5;
  3. have and maintain a BT Telephony Service for 18 months; and
  4. select and maintain the paper-free billing option for each of the Services and pay using a monthly payment plan or by monthly direct debit.

We will apply the Discount from the date by which all the Services have been made available to you or the date we accept your order for the BT Value Bundle, whichever is the later.

  1. A minimum period of 18 months applies to your BT Total Broadband service and your BT Vision subscription package(s) starting from the date that each of these services is provided or the date we accept your order for the BT Value Bundle, whichever is the later.
  2. You may end your agreement for the BT Value Bundle and/or any of the Services that you ordered for the first time when you ordered the BT Value Bundle (the New Services) at any time up to 10 days after BT applies the Discount. If you do this:
  1. we will only charge you rental charges and usage charges up to the date of cancellation in respect of any New Services that you have ended;
  2. if we have provided any equipment to allow you to use any of the New Services that you have ended, you agree to return the equipment, following our instructions and at your cost. We will refund any payment you have made for such equipment. If we have to collect such equipment, we may charge you our reasonable costs for doing so;
  3. these BT Value Bundle Terms will cease to apply; and
  4. if at the time you ordered the BT Value Bundle you made a new agreement with us for any of the Services you had before you ordered the BT Value Bundle you may choose to go back to the agreement you had with us before that time. Otherwise your new agreement will continue subject to the relevant Terms.
  1. If you end your agreement for any of the Services within the first 18 months of receiving the Discount for reasons other than those set out in paragraph 12:
  1. we will stop applying the Discount from the date that your agreement for any of the Services ends; and
  2. paragraphs 1, 3, 4 and 12 of these BT Value Bundle Terms will cease to apply.
  1. Depending on which of the Services you end within the first 18 months of receiving the Discount:
  1. we will charge you for ending your BT Total Broadband and your BT Telephony as set out in the Terms; and
  2. we will charge you £3.33 per month (pro rata for any part month) for BT Vision for each of the remaining months of the minimum period.
  1. Sometimes, we will need to change these BT Value Bundle Terms. We will publish details of all changes online at www.bt.com.
  2. We will also let you know about a price increase or a change to these BT Value Bundle Terms that we believe is likely to cause you material disadvantage at least one month before it happens. We will let you know about other price changes and changes to these BT Value Bundle Terms with your next available bill or an alternative method if this is simpler.
  3. For changes we need to make to meet legal and regulatory requirements, we may be unable to meet that timescale. We will let you know about these changes as soon as we can.
  4. If we have made a change to these BT Value Bundle Terms which is to your material disadvantage or if you end your agreement with us for any of the Services because we made a change to the Terms of that Service which is to your material disadvantage:
  1. you may end your agreement for any of the New Services within ten days of the date we tell you about such a change. If you do so you will not have to pay a charge for ending them early;
  2. paragraphs 1, 3, and 4 of these BT Value Bundle Terms will cease to apply; and
  3. we will stop applying the Discount from the date that your agreement for any of the Services ends.

When we make a change that we reasonably believe is to your material disadvantage we will also let you know that you may end the agreement early without paying a charge for doing so.

  1. All prices quoted in these BT Value Bundle Terms include VAT (based on a tax rate of 15%).
  2. We have no responsibility to pay you compensation for financial loss, for any information which is lost or corrupted, or for any loss that could not have been reasonably foreseen (expected) as a result of BT being in breach of these BT Value Bundle Terms.
  3. We will not pay you more than 100 in compensation (even if we have been negligent) in any 12-month period.
  4. We will try to work through any disputes that you may have with us. However, if we cannot do this, you may refer the matter to any relevant service which sorts out disputes. Details of these, and of how to refer a dispute, are set out in our Code of Practice for Consumers and Small Businesses.
  5. You accept that your agreement for the BT Value Bundle is personal to you and agree not to transfer it to anyone else, or to try to do so. However, we may take instructions from a person who we think, with good reason, is acting with your permission.

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Your agreement with BT Payment Services Limited

  1. Subject to paragraph 3, the fees under this agreement apply to you if you take BT Telephony Services, BT Total Broadband, or BT Vision, and you choose not to pay your bill by direct debit or by monthly payment plan. This agreement starts when, having received a copy of these terms and conditions, you first make a payment for one of those services by any method other than direct debit or monthly payment plan.
  2. You have a statutory right to cancel your agreement with BT Payment Services Limited ("BTPS"). That cancellation right will expire fourteen calendar days beginning on the day after you make your first payment as described in paragraph 1. You may cancel by writing to us at BT Payment Services, c/o Bridge Court, The Close, Newcastle Upon Tyne, NE1 3BA, by emailing us at residential.services@bt.com, or by sending a fax to 0208 8109192. If you cancel but have already asked BTPS to process a payment on your behalf, for example by making a payment, you must still pay the fee for the processing of that payment. If you do not cancel this agreement, it will have effect until it is terminated.
  3. You will not be charged a payment processing fee if you are a BT Basic, Pay & Call, Light User Scheme or In Contact Plus Customer.
  4. You agree that unless you pay your bill by direct debit or monthly payment plan, you will pay BTPS a fee of £1.50 per month, if you pay your bills monthly, or £4.50 per quarter, if you pay quarterly, for payment collection and processing services. These fees are not subject to VAT. You agree to make the payment in the same manner and at the same time as you pay your BT bill.
  5. BTPS agrees to collect and process promptly all payments made by you and to ensure that they are applied as necessary in settlement of the charges raised by BT to which they relate. BTPS will use the financial information provided by you only for the purposes of this agreement.
  6. Sometimes, BTPS will need to change the charge or the terms of this agreement. BTPS will publish the details of all changes online at www.bt.com/pricing.
  7. BTPS will also let you know about a change, including an increase in the fee, that it believes is likely to cause you material disadvantage, at least one month before it happens. BTPS will let you know about any other changes with your next available bill or via an alternative method if this is simpler.
  8. If BTPS makes a change to this agreement that is to your material disadvantage, you may terminate your BT Telephony Services, BT Total Broadband, or BT Vision agreement. You will not then have to pay a charge for ending that service early, provided that you let BT know that you want to end the agreement(s) within 10 days of having been informed of the change. BTPS will let you know that you have a right to end your BT Telephony Services, BT Total Broadband or BT Vision agreement early when it informs you of what it reasonably believes to be a change to this agreement that is to your material disadvantage.
  9. This agreement is not subject to a minimum term and will continue unless and until it is terminated in accordance with this paragraph. The agreement will terminate once you have paid your last bill, if you no longer take any of the services referred to in paragraph 1.
  10. Insofar as you have any dealings with BT regarding this agreement, BT is acting as agent for BTPS.
  11. This agreement is not covered by an out of court dispute resolution process.
  12. The contractual terms and all communications in connection with the payment processing service are supplied in English.

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