Packaged Services Terms
(Previously The Multi Play Services Agreement)
These terms and conditions were last updated on 7th October 2015
A package is where 2 or more services from BT are provided under one contract and you pay a single monthly charge for all of those services. But each service in your package has its own service terms, which will still apply unless these Packaged Service terms say otherwise.
Your package contract
- The contract for your package is made up of a number of different documents, including the Residential Standard Terms, these Packaged Services Terms, the relevant individual service terms, the Tariff Guide and any other document we refer to in any of those terms.
What we provide
- Packages include:
- a telephone calling plan and a broadband service from BT;
- any other services that we may make available from time to time; and
- a single monthly charge (usually at a discount compared to the total price of the same services taken individually) for all of the services in your package.
- Each service in a package is available in a range of levels which you'll need to choose when you place your order. Charges for the all the packages we currently sell are detailed in the Tariff Guide.
- Not all BT services can be taken as part of a package. Any other BT services you take that are not part of your package will be provided under a separate contract and are subject to their own service terms.
- You need a working BT telephone line to take one of our packages, and you must keep that telephone line for as long as you keep your package. Your BT telephone line is provided under a separate contract with us. If you cancel your BT telephone line, any package you have taken will also end.
- If you make most of your telephone calls using another calls provider instead of BT, we can end your package contract and move you onto individual contracts at standard prices for each of the services in your package. We will warn you in advance if we plan to do this and if the cumulative price of the new individual contracts is more than the price of the package contract you will have the right to cancel your contracts with us.
- Packages are subject to availability and we don't guarantee that all packages can be taken by all customers. Standard packages cannot be provided over social telephony lines (e.g. BT Basic) or lines classified for business use.
When the Service Starts
- Your package contract starts on the day we accept the order for your chosen package.
- We might not be able to provide all the services in your package at the same time, but we'll tell you when each service is ready and you'll then be able to use that service straight away.
- You'll need to keep your package for a minimum period starting on the day that all of the services in your package are ready to use. We call this your package start date. The minimum period for your package starts from when you place the order and is also set out in the welcome letter that we send to you.
- You can cancel your package without charge if you tell us to do this before we've provided any of the services in your package. You have certain rights to cancel after we have started to provide the services in your package. These rights are detailed in paragraphs 10 – 15 of the Residential Standard Terms.
Early Termination Right
- As well as the cancellation rights detailed above, if you cancel your package after we've provided one or more of the services in it, but before we've provided them all, then:
- if you were already a BT customer when you ordered your package, we will, where possible, put you back on the services you had before and any remaining minimum period that you agreed to for those services will continue to apply. If any of the services you had before are no longer available, we'll offer to move you to the closest matching service;
- if you are new to BT and you ordered a new BT telephone line so you could get your package, you can also cancel that BT telephone line. If your new BT telephone line is already installed when you cancel it, you won't have to pay an early termination charge, but you will have to pay the line connection charge and any rental for that telephone line up until it is disconnected;
- if you paid less than the full connection charge for your new BT telephone line because you agreed to take a package from us, you will have to pay the difference between the full charge and the amount you actually paid; and
- you will have to pay for your use of any of the services in your package that we provided before you cancelled, up to the point that those services are stopped.
Paying for your package
- The monthly prices for packages are detailed in the Tariff Guide. We won't begin charging the monthly package price until the package start date. If you use any of the services in your package before the package start date, you will not be charged for any usage that would normally be covered by the package price, but any usage that isn't covered by the package price (e.g. calls made outside of your chosen calling plan) is chargeable to you at the appropriate rate.
- You can only pay upfront charges for equipment we provide for use with your package by either credit or debit card
- The monthly package price is payable in advance. You'll pay for any usage charges for the services in your package in arrears. Unless we agree otherwise, you can only pay the monthly package price and any usage charges by either Monthly Direct Debit or Monthly Payment Plan. You can't pay these charges by cash or cheque.
- If you are already a BT customer when you take a package, we'll carry on billing you in the same way that we have in the past. But if you're new to BT you'll need to choose whether to get a paper bill or view your bills online.
Deferred Payment for Equipment
- We'll provide you with equipment to use with some of the services in your package. Sometimes we'll let you pay less than the full price of that equipment upfront. If we do, and in the first 12 months after we accepted the order for your package, you either end your package or you end one of the services in your package that uses equipment we provided at less than full price, and you don't move to another package or standalone version of any BT service that uses that equipment, you'll have to pay a Deferred Payment Charge as detailed in the relevant service terms. If you keep your package, any other package or standalone services that use the equipment we provided with your original package for more than 12 months after we accepted your original package order, you won't have to pay a Deferred Payment Charge if you later end your package or any of the services in your package that uses that equipment.
- If in the first 12 months after we accepted the order for your package, you either end your package and move to standalone versions of any of the services that made up your package, or reduce the number or level of services in your package, then where any new package or standalone service you take normally has an upfront charge for the equipment used with that service, that is more than you paid when you took your original package, you will have to pay the difference between the upfront charge you originally paid and the current upfront charge – as detailed in the Tariff Guide – for the same equipment when taken with the new package or standalone service that you have moved to.
- If you have to pay a Deferred Payment Charge because you end your package or one of the services in your package within 12 months of the date we accepted the original order for your package, that charge will take into account any additional upfront charge that you paid for that equipment because you ended or changed your original package.
Changing your package
- If you make any of the following changes to your package, you'll have to start a new package contract with a new minimum period:
- downgrade either the number or level of the services in your package at any time;
- upgrade the number of services in your package at any time;
- upgrade the level of a service in your package after the minimum period has ended;
- move to a new package as part of a promotion or special offer;
- If you upgrade the level of a service in your package during the minimum period, your current package contract will carry on – including any remaining minimum period – but we'll start charging you the monthly package price for the new package you have chosen.
- If you ask us to remove services from your package, and as a result we can't provide the remaining services as a new package, you'll have to take each remaining service on a new standalone contract with a new minimum period.
- If you move home and we can't provide either the same level or number of services in your package at your new address, your current package contract will carry on – including any remaining minimum period – but we'll start charging you the monthly package price for whichever new package we are able to move you to.
- If we can only provide telephone service at your new address, your package contract will end. If this happens during the minimum period, you won't have to pay a charge because the package contract ended early. We'll provide telephone service on a new standalone contract with a new minimum period.
Ending your package contract
- If you move any of the services in your package to another communications provider using an automatic transfer process, we will treat the advice of transfer from the other provider as notice from you to end the package contract. If you move more than one service in your package, we will end the package contract 14 days after the last advice of transfer was received.
- If you end your package contract during the minimum period and stop taking any services from BT, you'll have to pay a charge as compensation to us for ending your package contract early. This charge won't be subject to VAT and is detailed at www.bt.com/earlytermination.
- If you move your telephone line, calling plan or broadband service to another communications provider but carry on taking any other services in your package with BT, we'll end your package contract and you'll have to take each remaining service on a new standalone contract with a new minimum period.
Back to top