Coronavirus: What you need to know about your service

During the Covid-19 pandemic, we're all relying on our phones and devices more to stay in touch. So in March 2020, BT started capping charges for landline customers at £5 a month and giving all broadband customers unlimited data.


£5 a month charge cap for landline only customers


Who will get it? 

Customers who have a BT landline but no fixed broadband at home will get their call charges capped at £5. That includes customers with Home Phone Saver.


How long will it last?

From 19 March 2020 to 28 September 2020. 

On 28 September we'll remove the cap and you'll return to your usual plan. Any calls made outside your plan from this date will be charged at the normal rate and added to your bill.


Why is it only for customers who don't have broadband? 

If you don't have broadband, your landline may be the main way you stay in touch with friends and family. The charge cap is designed so you can stay connected without having to worry about your phonebill.

If you do have broadband, you probably use services like WhatsApp and Skype to stay connected too. So we've given you unlimited data instead.


Who is eligible for a refund?

Customers who spend more than £5 on calls not included in their plan, and who meet the qualifying criteria, will be eligible.

Customers who spend £5 or less on calls that aren’t normally part of their package will be billed as normal.

All customers will pay the normal fixed cost of their calling plan.


Are all calls included?

All UK landline and mobile calls that are not already part of your plan are covered (above £5) by the charge cap.

International calls and premium rate calls are not included, which means you'll still have to pay for these calls.


Do customers need to claim their charge cap?

No, there's no need to do anything. We'll refund your money automatically.


What time period does this apply to?

The charge cap applies to calls made between 19 March 2020 and 28 September 2020.


What do you do if you see call charges on your bill that are more than £5?

Don't worry, we'll automatically refund this money on your next bill.


How will the charge cap show up on my bill?

If you have more than £5 in charges for UK landline and mobile calls, we will refund you those charges and add a £5 charge to your bill. This refund and charge will be clearly labelled.

Some time is needed to process the refund, and so calls made close to your bill date may not be refunded until your next bill. Don’t worry,  we’ll do this for you automatically and you don't need to contact us about it.


How will the refund work for quarterly billed customers? 

Customers who are billed once every three months will pay no more than £5 in charges for UK landline and mobile calls each month.

The total refund and total charge (we won’t charge you more than £15 a quarter) for the three months will be clearly labelled on the bill.


Unlimited broadband for everyone


Who will get unlimited broadband?

All customers who have limited broadband packages will now get unlimited data.


Do you need to do anything to move to unlimited broadband?

No, it will happen automatically.


When will it start?

Customers won't be charged for going over their data allowance after February 2020.


When will it end?

This is a permanent change, all our customers will get unlimited broadband from now on.


How will it show up on my bill?

Your bill will look the same as always. The only difference is that you won't be charged if you go over your data limit.


Don't return your BT equipment during lockdown


You don’t need to return your equipment while the nation’s in lockdown. Our stores are closed and we wouldn’t want you to go to the Post Office at a time like this. Besides, there are more important things to worry about.

So stay safe and leave your kit where it is; we won’t charge you for holding on to it. Get it back to us when things are a little more normal.


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