Halo Terms and Conditions
What is Halo and how does it work?
1. What is Halo? Halo is a package of benefits which are added to some of our products. There are two types of Halo benefits – “Broadband Benefits” and “Mobile Benefits”. If you have Halo 2, you will get some extra benefits which you can read about below. You can check which version of Halo you have by logging in to My BT.
2. What products give you Broadband Benefits? You can get Broadband Benefits if you have Superfast Fibre Halo 1 or 2, Halo 1 or 2 with Fibre 100, Halo 1 or 2 with Fibre 250 Halo or Broadband Unlimited Halo 1. In these terms, we call these broadband products “Halo Broadband”. If you have a different BT Broadband (like Superfast Fibre Unlimited), you aren’t entitled to any of the Halo benefits.
3. What products give you Mobile Benefits? You’re entitled to the Mobile Benefits if you have Halo 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 Halo 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. If you live in the same household with someone who’s got a mobile account with us, you can share your Halo mobile benefits with them for no extra cost. To do that, go to bt.com/mybtHalo.
4. What is the Keep Connected Promise? Our Keep Connected Promise is what we call the Mini Hub with unlimited data (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 Halo Broadband? If you no longer have Halo 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 Halo Broadband. Also, if you place a request to leave Halo 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.
6. 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 Halo Broadband.
What are the Broadband Benefits?
7. The Broadband Benefits are, Our Price Promise, Keep Connected Promise (Mini Hub), Dedicated UK and Ireland-based Support.
8. How does Our Price Promise work? You’ll keep the same monthly price, when your contract ends. This doesn’t include any changes as a result of annual percentage increase in the Consumer Price Index (CPI) rate of inflation. See bt.com/prices for more information.
9. What is the Keep Connected Promise (Mini Hub) benefit? You may be entitled to a Mini Hub with unlimited data (or for your existing Mini Hub to be reactivated) if you have a broadband fault or are moving home and are taking your Halo Broadband with you.
a. What is a Mini Hub? The Mini Hub uses a mobile SIM card to provide Wi-Fi signal in your home, so that you can keep your devices connected until your fault has been fixed or we get you up and running in your new home. 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:
i. a qualifying broadband fault. This includes where we determine that you:
· have no broadband service; or
· have a continuously dropping connection (5 or more drops in the previous 24 hours).
ii. a qualifying home move order. This includes where the home move order includes the cease of your services at your current address and the provision of your services at your new address.
c. Do I get a new Mini Hub for each fault and home move? No – the Mini Hub is reusable. We’ll send you one Mini Hub for your first fault or home move. For subsequent faults or home moves, we will reactivate that Mini Hub. 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 or home move.
d. How do I ask for a Mini Hub? (or for my existing Mini Hub to be reactivated)?
i. You’ll need to contact us to report you have one of the broadband issues above. You can do this online at 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.
ii. When you’re moving home, you just need to let us know that you would like a Mini Hub. You can do this online at bt.com/manage/moving-home or by calling 0800 800 150. As a Halo Broadband customer, we will give you the option to be sent a Mini Hub before you move, or to reactivate your existing Mini Hub. The Mini Hub will stay active until your Halo Broadband is set up in your new home. If it takes longer than expected, we may call you to discuss keeping your Mini Hub activated.
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 an issue within your home environment (for example, if your Hub needs to be rebooted or if you have home wiring issues);
ii. 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);
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 lose or damage the Mini Hub (we may provide a replacement Mini Hub for future faults or home move at our discretion).
f. What happens after my fault is resolved or my home move is complete? We will contact you once your fault has been resolved or your home move order has completed. We’ll switch off the Mini Hub and you’ll 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 or move home again in most cases we’ll reactivate your existing one.
10. 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 Halo 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.
11. For Halo customers whose broadband plan started on or before 10 January 2019; and are still within their initial 18 month contract you also get the Halo Broadband Price Freeze. We’ve set out below how these benefits work.
a. 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 Halo 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 Halo Broadband only – so, for example:
i. If you’ve moved from another BT Broadband product onto Halo Broadband, it will apply from when your Halo Broadband service starts for a further 18 months;
ii. It doesn’t apply if your first 18 months have ended, and you begin paying the out of contract price; and
iii. If your Halo Broadband’s minimum term is extended, or if you recontract your Halo Broadband, it doesn’t apply to any further time period beyond the first 18 months from when you first took Halo Broadband.
12. If you have Halo 2, in addition to the rest of the Halo Broadband benefits you’ll also get access to our Home Tech Experts and a Smart Hub 2.
13. What is a Home Tech Expert? Working in partnership with Enjoy and Qube, our Home Tech Experts are trained to install, repair and optimise BT products and services (e.g. Smart Hub 2, BT TV, My BT app, Complete Wi-Fi, BT master phone socket) whilst visiting you at home. Our Home Tech Experts can also connect non-BT devices to the BT Smart Hub over Wi-Fi. Home Tech Experts will provide advice on the full range BT’s products and services, some of which you may choose to purchase during the visit.
14. When can I request a visit from a Home Tech Expert? Our experts will come to you at home – whether you need a hand setting up a new service or fixing a problem.
· When you regrade to Halo 2
· When you add certain products and services (i.e. BT TV and complete Wi-Fi)
· Every 12 months in your Annual Health Check
a. What is the Annual Health Check? This is where a Home Tech Expert will visit your home and check that your BT Products and Services (e.g. Smart Hub 2, BT TV, Complete Wi-Fi) are set-up correctly, make recommendations that could improve your services (e.g. Replace the BT master socket, change the location of the Smart Hub, installation of Complete Wi-Fi, fix internal wiring problems), and carry out any improvements with your agreement.
b. We may also send a Home Tech Expert if you tell us you have a fault with your Broadband and/or TV service and we determine that the problem may be within your home.
15. How do I request a visit from a Home Tech Expert? If you are placing an order for, or regrading your Halo 2 you may be asked at the time. Otherwise by calling 0800 917 3192. There may be circumstances where you need Openreach to visit your property. An Openreach engineer may need to install something in your home for the first time – this can include a new phone line or new fibre broadband technology. If this is the case, you will be able to book a visit from a Home Tech Expert to arrive once Openreach have completed any necessary work to install your services.
16. Will I get a Smart Hub 2 with Halo 2? Yes, if you don’t already have our Smart Hub 2 when you order Halo 2 we will send one to you. You can find out more about our Smart Hub 2 at bt.com/broadband/smart-hub/.
What are the Mobile Benefits?
17. The Mobile Benefits are Keep Connected Promise (Broadband Backup), Mobile Data Boost, Fastest 4G Speed, 5G and the No Limits plan when you take certain BT Mobile plans. We’ve set out below how these benefits work.
18. How does the Keep Connected Promise (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 and whilst you move home. 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 10.b above. You can also get Broadband Backup if you are moving home and taking your Halo Broadband with you.
c. How do I ask for Broadband Backup?
i. You’ll need to contact us to report your broadband fault. You can do this online at 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 Halo billing account within an hour of you reporting the fault. 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.
ii. You’ll need to contact us to place your homemove order. You can do this online at bt.com/manage/moving-home or by calling 0800 800 150. If you have a qualifying home move order, we will switch on Broadband Backup for all SIMS on your Halo billing account just before you move.
iii. 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.
d. When won’t I get Broadband Backup? You won’t be entitled to Broadband Backup if:
i. 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);
ii. 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
iii. You also can’t use this benefit when you’re travelling outside of the UK.
e. What happens after my fault is resolved or my home move is complete? We will contact you once your fault has been resolved or your home move order has completed. 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).
19. 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 Halo Broadband. This means we will give you 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 Halo Broadband service starts).
20. 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 Halo Broadband. This includes BT Mobile plans you purchased before you joined Halo 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.
21. What is the No Limits plan and how do I get it? For Halo customers taking certain BT Mobile plans you will automatically get unlimited use of your mobile, home phone and broadband with our No Limits plan. This replaces the Mobile Data Boost above. We’ll let you know when you’ve selected one of these plans. You can check whether you have a No Limits plan by logging into MyBT where it will say ‘unlimited’.
a. The No Limits plan is for your personal use only. If we think you may be using your plan for non-personal use, we may call you discuss and may move you to a more suitable plan.
b. What happens if I no longer have a No Limits eligible BT Mobile plan? If you switch away from Halo or a No Limits eligible BT Mobile plan you will no longer get the No Limits plan. You will be asked to choose a home phone calling plan that is right for you when you downgrade. If you don’t choose we’ll automatically move you to our ‘pay as you go’ home phone plan. Details of the charges are shown in our Tariff Guide at bt.com/tariffguide.
22. These benefits don’t affect your statutory rights or any other legal rights that you may have.
23. We reserve the right to substitute equivalent benefits if this is necessary for reasons beyond our control.
24. If we add additional benefits to Halo we may amend these terms to reflect these new benefits. We will publish the amended terms here at bt.com/halo/terms.
25. If you have Halo 1 or 2 with Fibre 100 or Halo 1 or 2 with Fibre 250 you may also have the Ultrafast Stay Fast Guarantee. The terms and conditions for this Stay Fast Guarantee can be found bt.com/fasterspeeds.
26. 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 in My BT.
27. These terms and conditions apply in addition to the terms of your service (available at bt.com/legalstuff).