BT Plus Terms and Conditions

What is BT Plus and how does it work?

1. What is BT Plus? BT Plus is a package of benefits which are added to some of our products. There are two types of BT Plus benefits – “Broadband Benefits” and “Mobile Benefits”. 

2. What products give you Broadband Benefits? You can get Broadband Benefits only if you have Superfast Fibre Plus, Ultrafast Fibre Plus, or Ultrafast Fibre 2 Plus. In these terms we call these three broadband products “Plus Broadband”. If you have a different BT Broadband (like Superfast Fibre Unlimited), you aren’t entitled to any of the BT Plus benefits.  

3. What products give you Mobile Benefits? You’re entitled to the Mobile Benefits if you have Plus Broadband and any BT Mobile plan. This includes our SIM Only, Family SIM and our handset plans. However the BT Mobile plans must be on the same billing account as your Plus Broadband in order to get the Mobile Benefits (you can contact us to move your BT Mobile plans onto the same billing account). The Mobile Benefits will apply to every BT Mobile plan on that billing account.  

4. What is the Keep Connected Promise? Our Keep Connected Promise is what we call the 4G Wi-Fi Mini Hub (a Broadband Benefit) and Broadband Backup (a Mobile Benefit). Whether you’re eligible for these benefits is set out above.  

5. What happens if I leave BT Mobile? If you leave BT Mobile, you will lose your Mobile Benefits. You’ll lose these on the last day of your BT Mobile service. But you’ll continue to get your Broadband Benefits so long as you still have Plus Broadband. 

6. What happens if I leave Plus Broadband? If you no longer have Plus Broadband (for example, if you move to another BT Broadband product like Superfast Fibre Unlimited  or to another provider), you won’t be entitled to either the Broadband Benefits or the Mobile Benefits. This happens even if you keep BT Mobile. You’ll lose these on the last day you have Plus Broadband. Also, if you place a request to leave Plus Broadband (including moving to another BT Broadband product), you won’t get any Mobile Benefits for any BT Mobile plans you purchase after making this request. 

What are the Broadband Benefits?

7. The Broadband Benefits are the Broadband Price Freeze, the 4G Wi-Fi Mini Hub, and Dedicated UK and Ireland-based Support. We’ve set out below how these benefits work. 

8. How does the Broadband Price Freeze work? The Broadband Price Freeze means that we won’t raise the price of your monthly line rental and broadband price for the first 18 months from the date your Plus Broadband service starts. It doesn’t apply to other services you might take from us (like BT TV or BT Mobile) and it doesn’t apply to out of plan charges (like calling rates) or any add-ons. The Broadband Price Freeze applies during your first 18 months on Plus Broadband only – so, for example:

a. If you’ve moved from another BT Broadband product onto Plus Broadband, it will apply from when your Plus Broadband service starts for a further 18 months; 

b. It doesn’t apply if your first 18 months have ended, and you begin paying the out of contract price; and

c. If your Plus Broadband’s minimum term is extended, or if you recontract your Plus Broadband, it doesn’t apply to any further time period beyond the first 18 months from when you first took Plus Broadband.  

9. What does Dedicated UK and Ireland-Based Support mean? We will have a dedicated support team in UK and Ireland on hand to help. Make sure you either ring us on 150 from your landline or BT Mobile, or enter your landline number when prompted. We'll recognise you're a Plus customer straightaway and put you through to the right team. There may be exceptional circumstances where we have to route your call outside of the UK and Ireland to deal with your call quicker.

10. What is the 4G Wi-Fi Mini Hub benefit? You may be entitled to a 4G Wi-Fi Mini Hub (“Mini Hub”) (or for your existing Mini Hub to be reactivated) if you have a broadband fault. 

a. What is a Mini Hub? The Mini Hub uses a mobile SIM card to provide temporary Wi-Fi signal in your home, so that you can keep your devices connected until your fault has been fixed. This means that you will need to have BT Mobile network coverage in your home for it to work. It’s just for use in your home and you won’t be able to use it overseas. 

b. When will I get a Mini Hub? You may be eligible for a Mini Hub if you have a qualifying broadband fault. This includes where we determine that you:

i. have no broadband service; or 

ii. have a continuously dropping connection (5 or more drops in the previous 24 hours). 

c. Do I get a new Mini Hub for each fault? No – the Mini Hub is reusable. We’ll send you one Mini Hub for your first fault. For subsequent faults after this, we will reactivate that Mini Hub for the duration of the fault. There are some exceptions to this – if your current Mini Hub isn’t BT branded then it’s not reusable, so we’ll send you a new one the next time you have a fault.  

d. How do I ask for a Mini Hub? (or for my existing Mini Hub to be reactivated)? You’ll need to contact us to report you have one of the broadband issues above. You can do this online at https://www.bt.com/help/home/faults/ or by calling 0800 800 150. We will then run diagnostics to check everything is okay with your line. This will involve a few online tests. We might ask you to turn your Hub off and on again, check wiring within your home, or unplug your devices. This is so we can determine the cause of the fault. We will determine whether you meet the definition of qualifying broadband fault. If we can’t resolve your fault through these diagnostics, we will send you a Mini Hub or reactivate your existing Mini Hub. If we’re sending you a new Mini Hub we’ll send it out straight away once these diagnostics are finished and it will be delivered in your letterbox (you won’t need to sign to accept it). This will usually be the next working day after diagnostics are finished, but depends on where you are in the UK and what time of the day and week your fault was reported. In some circumstances we might send an engineer to your home as part of our diagnostics – but we’ll send out the Mini Hub before their visit. If we’re reactivating your existing Mini Hub this will happen with an hour of you reporting the fault. 

e. When won’t I get a Mini Hub? You’re not entitled to a Mini Hub (or for your existing Mini Hub to be reactivated) if:

i. Your fault is caused by any planned or unplanned outages on BT's network or any third party service;

ii. Your fault is caused by an issue within your home environment (for example, if your Hub needs to be rebooted or if you have home wiring issues); 

iii. Your fault is caused by faulty equipment (including your Hub or a device you’re using), (although we may reactivate an existing Mini Hub in this circumstance); 

iv. We reasonably suspect that your fault is not genuine or is the result of fraud, or if you’ve broken the terms of your service at bt.com/legalstuff (for example, if you haven’t paid a BT bill); or

v. You lose or damage the Mini Hub (we may provide a replacement Mini Hub for future faults at our discretion).  

f. What happens after my fault is resolved? We will contact you once your fault has been resolved. We’ll switch off the Mini Hub and you’ll need to go back to using your broadband hub as normal. You’ll need to keep your Mini Hub somewhere safe – as set out above, if you have another fault in most cases we’ll reactivate your existing one. 

What are the Mobile Benefits?

11. The Mobile Benefits are Broadband Backup, Mobile Data Boost and Fastest 4G Speed. We’ve set out below how these benefits work.

12. How does Broadband Backup work? 

a. What is Broadband Backup? Broadband Backup works by giving you free and unlimited BT Mobile data for the duration of your fault. This means that you can use your BT Mobile as a hot spot (sometimes called tethering) to connect your devices to, without using up your usual BT Mobile data allowance. It covers normal use of your BT Mobile too. Because you’re using a mobile, the performance of your devices will depend on the strength of your 4G signal throughout your home,  

b. When will I get Broadband Backup? You may be eligible for Broadband Backup if we determine that you have a qualifying broadband fault specified in paragraph 9.b above.  

c. How do I ask for Broadband Backup? You’ll need to contact us to report your broadband fault. You can do this online at https://www.bt.com/help/home/faults/ or by calling 0800 800 150. We will then run diagnostics to check everything is okay with your line. This will involve a few online tests. We might ask you to turn your Hub off and on again, check wiring within your home, or unplug your devices. This is so we can determine the cause of the fault. We will determine whether you meet the definition of qualifying broadband fault. We will switch on Broadband Backup for all SIMS on your BT Plus billing account within an hour of you reporting the fault. You’ll know that you have Broadband Backup because we will send you an email and SMS confirming it is switched on, and you’ll be able to log into MyBT and see that your data allowance has been set to unlimited. In some circumstances we might send an engineer to your home as part of our diagnostics – but we’ll turn on Broadband Backup before their visit to get you connected. 

d. When won’t I get Broadband Backup? You won’t be entitled to Broadband Backup if: 

i. Your fault is caused by any planned or unplanned outages on BT's network or any third party service;

ii. Your fault is caused by an issue within your home environment (for example, if your Hub needs to be rebooted or if you have home wiring issues); 

iii. We reasonably suspect that your fault is not genuine or is the result of fraud, or if you’ve broken the terms of your service at bt.com/legalstuff (for example, if you haven’t paid a BT bill); or

iv. You also can’t use this benefit when you’re travelling outside of the UK. 

e. What happens after my fault is resolved? We will contact you once your fault has been resolved. We’ll tell you when we’re switching off Broadband Backup and you’ll need to go back to using your broadband hub as normal. If you don’t, your BT Mobile usage will use your data allowance (or you’ll be charged for it if you’re over your data allowance).  

13. How does Fastest 4G Speed work? We will automatically apply the Fastest 4G Speed available from BT Mobile to all of your BT Mobiles on the same account as your Plus Broadband. This means you will be able to access our fastest 4G speeds. Your actual speeds will depend on factors such as your mobile coverage, demand and location. If you already have our ‘Extra Speed’ add-on, we will remove this and replace it with our Fastest 4G Speed (and if you were paying for this, we will stop charging you for it from the date that your Plus Broadband service starts). 

14. How does the Mobile Data Boost work? We will automatically double your monthly data allowance on all of your BT Mobiles on the same account as your Plus Broadband. This includes BT Mobile plans you purchased before you joined BT Plus Broadband, and new plans you take afterwards too. You can see what your new total monthly data allowance is by logging into MyBT. Mobile Data Boost does not apply to any data add-ons that you’ve purchased. 

Everything Else

15. These benefits don’t affect your statutory rights or any other legal rights that you may have. 

16. We reserve the right to substitute equivalent benefits if this is necessary for reasons beyond our control.

17. If we add additional benefits to BT Plus we may amend these terms to reflect these new benefits. We will publish the amended terms here at www.bt.com/btplusterms

18. If you have Ultrafast Fibre Plus or Ultrafast Fibre 2 Plus you may also have the Ultrafast Speed Guarantee. The terms and conditions for this Speed Guarantee can be found at www.bt.com/fasterspeeds

19. The parental controls set for the Mini Hub and Broadband Backup may be different to those on your normal hub. By using Broadband Backup, your BT Mobile parental controls will apply. You can adjust these settings in the mobile section of MyBT. The Mini Hub will come with light parental controls activated but they might not be the same as on your normal hub - you can adjust these settings by calling us.

20. These terms and conditions apply in addition to the terms of your service (available at www.bt.com/legalstuff).