Coronavirus: What you need to know about your service

During this difficult time we know it’s important for customers to stay in touch with friends and family. That’s why we’re capping charges for landline customers to £5 a month and removing all caps on all of our broadband packages so every customer has unlimited data.

A broadband cap is when you have a specific amount of data to use each month to do things like use the internet or stream TV shows.  Once you reach this cap, you'll typically incur charges. 

Capping call charges for landline only customers at £5 a month

Who is eligible for this change?

Customers who have no fixed broadband in their home (including those with Home Phone Saver) will be eligible.


Why aren’t you doing this for all customers? 

Using a landline is the only way some of our customers keep in touch. We want to ensure these people can keep in contact without having to worry about excessive costs.

Broadband customers have other ways of staying in touch using services like WhatsApp and Skype, as well as a landline. For their peace of mind we’ve given them unlimited data.


Who is eligible for a refund?

Customers who spend more than £5 on calls that are 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).

International calls and premium rate calls are not included.


Do you need to do anything to claim?

No, you don’t need to do anything. To make this really easy for our customers we are doing this automatically, so there is no need to contact us for the refund to be applied.


What time period does this apply to?

This will apply to any calls made from the 19 March 2020. We’ll continue to review as the coronavirus situation develops.


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

Rest assured, all customers will automatically get any refund they are eligible for without having to take action, so there is no need to call us.

This applies from 19 March 2020. If you see charges on your bill if it lands over the next few days, don't worry, we'll automatically remove these on your following bill.


How will the refund look on the 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, so you don't need to contact us.



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.

Making broadband unlimited for everyone

How do you know if you are eligible for unlimited broadband?

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


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

No, unlimited data will automatically be applied to all customers on limited plans – you do not need to take any action.


When will this apply from?

Customers will not be charged for going over their data limit from February.


How long will this last?

This is a permanent change, BT will no longer have limited broadband packages.


How will this show on your BT bill?

There will be no changes to the way your product looks on your bill. You will just no longer incur charges 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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