Broadband service terms (including BT Infinity)

These terms and conditions apply from 26th October 2015

What we provide

  1. The service we provide consists of:
    1. a high-speed internet access service available in a range of options and delivered over a BT compatible telephone line using traditional copper wiring, fibre optic cabling or a combination of both;
    2. a range of helpdesk services; and
    3. any other applications, services and features that we may make available and which you choose to take – some of which may be subject to additional terms.
  2. We provide you with the ability to activate parental controls at the level you choose for you and any other users of your service. For more details on what you need to do go to
  3. We'll also provide some equipment which you'll need to use the service. Some of this equipment may need to be installed by a BT engineer and you'll need to agree where it is installed when we visit.
  4. Some service options need an engineer visit to install the service. These services are subject to availability and a line check. These services may not work with other services you have. For more details go to

When the service starts

  1. The service starts on the date we activate it (service start date). If we have to visit to install the service, it will be activated after the installation is complete. You will usually need to take any service option for a minimum period – normally 12 or 18 months. The minimum period for each service option is set out in the Tariff Guide. This minimum period also begins on the service start date.

Installation visits

  1. If needed, we'll agree a date with you for delivery and installation of any equipment. If the delivery of any equipment is delayed for reasons outside of our control we will let you know and take steps to minimise the delay. We will not be liable to you for such delays.
  2. If we need to change the installation date, we will try to contact you a minimum of two working days before the scheduled date.
  3. If you need to change or cancel any appointment date, you must tell us at least three working days prior to the scheduled appointment or we may charge you a missed appointment fee.
  4. During installation there must be a responsible adult present in your home. Where this person is not you, it must be someone authorised by you to make decisions regarding the location and installation of equipment.
  5. On the day of installation, prior to visiting your home, the engineer will need to disconnect your phone line for a short period. If possible you should make alternative arrangements to enable you to make calls to emergency services during this period. If you already have broadband, this will also be taken out of service during the installation.
  6. As part of the installation, the engineer will be responsible for connecting your computer to the service and will demonstrate a working internet connection to you, providing your computer meets the minimum requirements. You will be responsible for reconnecting any other online equipment you may have, such as a TV set-top box, additional computers or games consoles.


  1. You have a general right to change your mind and cancel the service within the first 14 days from the day after the day we accept your order. If you cancel after we start to provide the service, you must pay the service subscription charge for any period that the service was made available to you and for any use of that service not covered by the subscription charge, up to the date that you told us you wanted to cancel. You will also need to pay any connection or activation charges associated with that service – including the full cost of charges that were discounted or advertised as free as a condition of taking the service on the terms that you agreed when we accepted your order.

Additional Cancellation Rights

  1. The upload/download speed ranges that we quote when you order the service are estimates only. Once your speeds have settled (usually 10 days after activation), if you are regularly getting download speeds lower than the estimated range that we quoted in your welcome pack, you must contact us and we will try to improve the speeds. If, despite any improvements we try to make, the download speed you get is at or less than the "minimum guaranteed line access speeds" for your service (go to for more detail on the what we mean by "minimum guaranteed line access speeds") you will be entitled to cancel the service without paying a charge for ending it early – provided you have followed our instructions in trying to resolve the problem.
  2. Paragraph 13 will not apply where you are re-contracting for the same service. Nor will it apply if you fail to fulfil the conditions set out at

Quality of Service

  1. We aim to provide a continuous, high-quality service. From time to time faults in the service may occur. We will repair these faults as soon as we can.
  2. If you activate parental controls and due to a fault in our systems, we are unable to block websites you have elected to bar, we will aim to fix any fault as soon as we can. Where this happens, we will rectify any fault as soon as we can.
  3. We cannot currently provide the service in all parts of the United Kingdom and where we are able to provide the service, it may not be available in all service options.
  4. For certain service options, we may take action to manage the network's performance during periods where there is a high demand. Please refer to the 'Help' section at for more details.

Using the service

  1. You must not use the service for commercial or business purposes unless we have given you permission to do so. If we find that you are using the service for business or commercial purposes we reserve the right to limit or terminate the service immediately.
  2. If you use the service in any way that we consider is likely to be detrimental to the provision of the service or which may adversely affect other customer's enjoyment of the service we reserve the right to restrict or terminate your service immediately. If your machine has been infected by malware (or we reasonably believe that it has) or your machine attempts to contact or access a malicious domain or url, we may take action (for example by introducing software onto our network) that will operate to prevent your machine from accessing that domain or url to protect you from possible criminal threats associated with that malware and to stop the spread of that infection on BT's network and your own machine.
  3. Your use of the service should be in line with our Usage Policy as set out in the 'Help' section at
  4. Some service options have monthly usage allowances. If you go over your usage allowance, we will charge you for your additional usage and can move you to another service option that is better suited to your usage or end your agreement. If we automatically move you to another service option you will have the right to revert to your previous service option on request. You can find details of the extra usage charges in the Tariff Guide.
  5. If we move you to another service option while you are still within your minimum period, the remainder of that minimum period will apply to your new service option.
  6. If you have chosen to activate parental controls you understand and agree that you will only use the BT Domain Name Servers (DNS).

Our responsibility to you

  1. If you suffer a continuous total loss of the service at any time after we have provided it and you report it to us, we promise to put things right by midnight on the third weekday (not public and bank holidays) after you have reported the fault to us unless a specific appointment date is agreed. We will treat a fault reported after 9pm on a weekday, or anytime at weekends or on a public or bank holiday, as if you reported the fault at 8am on the next weekday after the day you reported the fault to us.
  2. By continuous total loss of broadband service we mean the inability to make a connection to the internet through BT broadband due to a fault in any part of BT's network up to and including the main telephone socket for your property.
  3. If we do not put right a continuous total loss of service that is due to a fault in the BT network, we will provide a daily rate rental credit for each whole or part day we are late in repairing the service. It is equal to the daily charge of your rental for each day that applies. The daily charge is twelve times the monthly rental charge (including VAT) divided by 365. You will not be entitled to a rental credit if the fault relates to your phone line or is due to equipment you have bought from other suppliers.
  4. You will need to contact us to claim the rental credit. We will take the amount we owe you off your next bill, unless you ask us to send you a cheque.
  5. If you suffer an intermittent loss of the service at any time after we have provided it and you report it to us, we promise to put things right. If we do not do so, we may provide you with compensation to reflect the value of the loss of service. Compensation for an intermittent loss of service will be agreed between us on a case by case basis.
  6. Where you set up parental controls, you acknowledge that individual websites are categorised for barring by our third party supplier. We are not responsible in any way for how particular websites are categorised or your continued ability to access any websites not categorised for barring.

Deferred Payment for Equipment

  1. In some cases we will allow you to defer payment of the full price of the equipment we supply for use with the service. If you then end the service within 12 months of BT accepting your order and you did not pay the full price of that equipment when you placed your order, then you will be liable to pay the balance – that is the price of the equipment as set out in the Tariff Guide, less any amount which you paid upfront when you placed your order, unless you end the service within the cancellation period (as detailed in paragraph 10 of the Residential Standard Terms). The deferred payment is no longer payable after you have received service for 12 months or more from the date that your order was accepted by BT.

Changes we may make

  1. Occasionally, we may have to interrupt the service. If we do so, we will restore it as quickly as we can. We may also make minor changes to certain technical specifications, including limits for transferring information which are associated with the service.

Changes you can make

  1. You can upgrade to another service option that is delivered in the same way as your current service option at any time and any remaining minimum period of your current service option will be carried forward to your new service option.
  2. If you upgrade to a service option that is delivered in a different way to your current service option, a new minimum period will apply and you'll need to pay any applicable activation charge for that service option.
  3. Except where you are moving home or we have changed your service option under paragraph 22 above, then for all other changes – including downgrades – a new minimum period will apply and any activation charge applicable to the service option you have chosen will be payable.
  4. If you change service option, we have the right to move you to a different billing method.
  5. Paragraphs 33 to 34 do not apply if you have the radio broadband service.

Ending your agreement

  1. If you are using any value added services, applications or features which are free of charge, these will end on the day your agreement with us ends.
  2. If you end your service or switch to another Broadband provider on a different network you may have to pay a cease charge by way of compensation to us. The cease charge is as set out in the Tariff Guide and we will tell you what your cease charge will be when you place your order with us. You will not have to pay this charge in the event that you move home and we are unable to provide the service at your new UK address. For more information on when this charge is applied go to This charge is compensatory and is not subject to VAT.

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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.

When the service starts

  1. The service starts on the day we activate your BT Total Broadband service.

Quality of Service

  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).

Changes we can make

  1. 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.

Ending your agreement

  1. If you end your agreement for BT Total Broadband service we will automatically end your agreement for BT Broadband Talk service.

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