Our Service

We will provide the service on a SIM only basis. To use the service, you will need to insert the SIM we provide into a compatible handset.

  1. The SIM we provide you gives you the ability to:
    a. make and receive calls;
    b. send and receive texts and multimedia messages;
    c. use mobile data to access the internet;
    d. use 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;
    e. if you ask us to we will make your mobile number (and your details) available to directory service providers, put it in the appropriate BT Phone Book and make it available from our Directory Enquiries Services.
  2. You will be able to use these services in the UK and subject to our agreement, while roaming abroad.
  3. We also give you the ability to access the internet through your mobile device using the BT Wi-Fi network and your BT login credentials which we will provide.

Your contract with us

        4. Your contract with us begins when we have accepted your order. We will send details of your order to the e-mail address you provide us.
        5. Your plan has a minimum period, this and your billing will start on the day we make the service available to you (1 working day after the date we dispatch your SIM) or the day that you start to use the service, whichever is the  earlier.

Cancelling your service

        6. You may cancel your service without penalty if you tell us within 14 days from the day after the date we have dispatched your SIM. If you do cancel you will need to pay the subscription charge for your chosen price plan on a pro-rated basis for the period up to the date you cancel the service, plus any out of plan and excluded from your plan charges during the same period.

Using your service

        7. You will need to activate your SIM, and we will provide you with instructions on how to do this in the welcome pack we send you and on bt.com/go. Until you activate your SIM, you will not be able to use data, make or receive calls, or send or receive text or multimedia messages. The service may take up to 3 hours to become available following activation.
        8. You need to ensure that your handset is configured with our settings to fully use our services. We will try to do this automatically on your behalf, but cannot guarantee we can do so on all devices. You can find our settings and how to set-up your device at bt.com/setupmyphone.

Paying your service

        9. You can find all the information you need about our price plans and charges in our Tariff Guide which is available to view or download at bt.com/tariffguide. Your price plan and any other services that appear on the same bill are billed monthly and are payable by Direct Debit.
        10. Each price plan has a monthly allowance of data, minutes, and texts to UK fixed line and mobile numbers. If you exceed your allowance, any additional usage will be charged at the rates set out in the Tariff Guide. We refer to these  as 'out of plan' charges.
        11. There are services that we offer – including roaming, international calling, MMS, premium rate services, and other chargeable activities – that are not included within your allowance, and which we refer to as 'excluded from plan' services. The charges for these services can be found in our Tariff Guide.
        12. Your allowance is designed to be used while you are in the UK. When you use our services abroad you will be charged at the appropriate roaming rate as set out in the Tariff Guide.
        13. We will reset your allowance on your billing date each month. Unused data, calls, or texts, from your previous month's allowance are not carried over.

Tracking your usage

        14. You can monitor your allowance and usage with the BT Mobile App (when available for download on compatible devices) or through your My Mobile account at bt.com/mymobile.
        15. We will notify you by text when you have used most of your allowance that month for each of data, minutes, and texts.
        16. We will set a limit for the amount of out of plan and excluded from plan charges you can incur each month. You can view and modify that limit online at bt.com/mymobile. If you exceed any limit we set, we will either agree an increased limit with you, or restrict the service until your next monthly billing date to prevent you from incurring additional out of plan or excluded from plan charges.
        17. If you use our SIM in a device that does not support texts (for example, in a tablet) you are responsible for monitoring your own usage using the tools we provide.

Changing your plan

        18. Depending on your price plan, and our offers at the time, you may have the option to move to a higher price plan. We call this 'upgrading' your price plan.
        19. If you upgrade your price plan, you will receive the full allowance of your new plan. In the month that you upgrade any allowance you have already used from your old plan will be carried forward and included in the allowance for your new plan, but you will not be charged for any out of plan usage from your previous plan that is now included within your new monthly allowance. You will, however, need to pay the difference between your old price plan and  your new price plan on a pro-rated basis for the remainder of the month you upgrade. The new monthly price plan charges will continue for the remainder of your minimum period. You can find more details at bt.com/mybt.
        20. Depending on your price plan, and our offers at the time, you may have the option to move to the next lowest price plan. We call this 'downgrading' your price plan and you may only do this once during your minimum period.
        21. If you downgrade your price plan, this will take effect from your next billing cycle. This means that you will continue on your current plan and allowance until the date of your next bill.

Appropriate devices

        22. The SIM we provide may only be used with mobile devices which are approved for connection to our service.
        23. You are responsible for ensuring that your mobile device is compatible with the features we offer and that you wish to use (for example, this means you will need a 4G capable device to use our 4G service).
        24. You must not use our services with:
            a. mobile broadband devices (which means devices that you may plug into a laptop or computer that would use our service to provide internet access, sometimes known as a dongle or USB modem); or
            b.  mobile Wi-Fi devices (which means a device that uses our service to provide internet access to other Wi-Fi enabled devices); or
            c. devices that access the internet using a SIM, but are not mobile phones or tablets (for example, laptops with SIM); or
            d. any device that may access our Wi-Fi network and is not a mobile phone or tablet that uses a BT Mobile SIM.

Prohibited use

        25. You must not allow our service to be used:

        a. for machine to machine communication (this means the communication between two or more machines without a person); or
        b. to create your own personal hotspot which provides internet access to other devices which may be used by yourself or others (this is sometimes known as 'tethering'); or
        c. to route, re-route, forward, or divert calls and text messages for commercial gain (this is sometimes known as being a 'GSM gateway' or a 'SIM gateway'), or for any other purposes other than personal use; or
        d. to make offensive, indecent, menacing, nuisance or hoax calls, or to cause annoyance, inconvenience or needless anxiety; or
        e. in any manner which is otherwise unlawful.

        26. We provide the ability to use our services outside of the UK, but you must not use them solely for this purpose (that is, our service is not intended nor designed for permanent or near permanent use outside of the UK).
        27. You must not resell our service.
        28. To ensure that our service is not being misused:
            a. there may be no more than 10 SIMs registered at any one address; and
            b. you may not use more than one BT SIM in any mobile device within any given month.

Our right to end your service

        29. We may end your service if you have not used data, made a call, or sent a text message within 12 months of activating your SIM.
        30. We may suspend or end your service at any time, without notice, if we believe you have used the service in a way that breaches any of the terms of this agreement. If we do so, you will remain liable for any charges (including early termination charges) owed on your account.

Parental Controls

        31. We provide you with the ability, while in the UK, to restrict access to content that may be considered inappropriate for children. We call these the "BT Mobile Parental Controls".
        32. BT Mobile Parental Controls are turned on by default. You can use the tools we provide you at bt.com/mymobile to turn BT Mobile Parental Controls off or to set the level of control you want.
        33. You may set up BT Mobile Parental Controls independently for each SIM on your account.
        34. If you wish to give your SIM to someone who is below 18 years of age, you must ensure BT Mobile Parental Controls are enabled before doing so.
        35. We adhere to the UK code of practice for the self-regulation of content on mobiles. This means that we adhere to its practices and guidance on the categorisation of content and websites, which is provided to us and our suppliers by the British Board of Film Classification (the BBFC). This means that we follow mobile industry best practices, and that the categorisation of sites as inappropriate (or otherwise) is determined by an independent third party.
        36. We are not responsible for any content that you, or anybody you allow to use the service, may access using the services we provide.

Quality of service

        37. You acknowledge that the quality of our services, and our ability to provide them, can be affected by conditions and circumstances beyond our reasonable control. For example, this means you may experience a change in service due to weather, geographical conditions, and maintenance and repair activities. If you experience any problems with your service you need to let us know by going to the URL and going through various tools provided         at bt.com/help/mobile.
        38. When using our service, you will experience speeds of up to 30Mbps for downloads and 15Mbps for uploads.
        39. We provide you with a checker tool that provides a reasonable guide to our coverage, which can be found at bt.com/coveragechecker. You can use this tool to check coverage in your areas of interest (for example, at your home and where you work). We cannot guarantee the accuracy of our checker or that our services will be available in all parts of the United Kingdom
        40. You can find a list of countries where we support roaming at bt.com/help/mobile. You acknowledge that when you are roaming you are using networks that are provided by third parties, and that the quality and coverage of these networks is outside of our control.

Lost or Stolen SIM

        41. You are responsible for keeping your SIM secure. In the event that you believe your SIM has been lost or stolen you must let us know immediately by calling us on 0800 800 150.
        42. Once you have told us about a lost or stolen SIM, we will temporarily stop providing services to that SIM.
        43. If you find your SIM, you can call us on 0800800150 to resume your services. If you cannot find your SIM, or you believe it was stolen we will, at your request, send you a new one. Your new SIM will need to be activated before you can use it.
        44. You are responsible for all usage for your price plan up to the time you told us about your lost or stolen SIM. We will continue to charge you for your monthly price plan and we will send you a new SIM within 5 days which you will need to activate on receipt.

Other Things we need to tell you

        45. You are only permitted to use login credentials provided to you as a result of taking the BT Mobile service, to access other BT services – such as BT Sport – on compatible smartphones. You must not use the login credentials we provide with BT Mobile to access other BT services on other devices such as Chromecast and Airplay.

Ending your service

        46. You may end your service during the minimum period by giving us 30 days' notice, but if you do so you will be subject to a charge for ending it early. You can find out how this charge is worked out at bt.com/termcharges.
        47. 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.

If you want to receive details of the fraud prevention agencies we work with, you can contact us by writing to:

The BT Mobility Billing Manager
pp5WW6, Telecom House
Church Street
Wolverhampton, West Midlands
WV2 4BA

BT Mobile service terms for handset plans

Frequently asked questions and important terms

Please take some time to read this Agreement. It contains important information about the Service and any Equipment that we're providing to you, including how we may change the Service, this Agreement and the Charges.

You'll find the most important bits of this Agreement below. Please read through the full Agreement too.

Some of the words and phrases in the Agreement and these FAQs have special meanings. They all start with a capital letter and are explained in the Definitions section at the end of this Agreement.

What Service am I getting?

Details of your Service, including your Charges, are set out in your Order Confirmation and may also be found on the "My BT" page on the bt.com website.

How do I use the Service?

To use the Service you'll need to insert the SIM Card we provide into a BT Handset or compatible Other Handset which we've approved for use with our network.

Do I own the Equipment or the SIM Card?

If we provide you with Equipment to use with the Service, you won't own it until you've paid your first six monthly bills for the BT Mobile Handset Plan in full.

Until you own the Equipment, you must keep it safe and in good working condition and you mustn't give it or sell it to anyone else during this time.

If you cancel this Agreement during your Cooling Off Period, you'll need to return to us any Equipment that you've received.

If you fail to return the Equipment or return it damaged then we may charge you the full price for that Equipment.

The SIM Card will always be owned by us.

What coverage will I get?

It's important you realise that our Service is only available where our network has coverage in the UK. You can check our estimate of outdoor coverage on our coverage checker at bt.com/coveragechecker. We can't guarantee that coverage will always be available because coverage depends on where you are and is affected by various factors outside our control.

When you go abroad, you may be able to use roaming services through our selected partner networks. You may incur Excluded From Plan Charges when roaming abroad. We'll set a limit for the amount of Excluded From Plan Charges you can incur each month.

How long does the Service last and when does it start?

We provide the Service for a minimum amount of time (your Minimum Term), which is set out in your Order Confirmation. We start providing the Service on the Service Start Date, which is also set out in your Order Confirmation (unless you pre-order a BT Handset, in which case we'll contact you separately about this). We start charging you from this date too.

If you change your mind, you may cancel your Service as set out in Paragraph 5 of this Agreement.

In some circumstances you may also end the Service early. Details are set out in Paragraph 15 of this Agreement.

If you end the Service during the Minimum Term, or if we end it before the Minimum Term has ended, we may charge you an early termination charge. The amount you're charged will be equal to the total amount of Core Service Charges you'd have paid us if you stayed with us for the whole Minimum Term less any costs we may save from you leaving early. More information on early termination charges is set out at: bt.com/termcharges.

Unless you tell us, we'll charge these amounts directly to the account details you've given us, and we'll give you as much notice as reasonably practicable first. For more information about early termination charges, please see Paragraph 19 of this Agreement or go to bt.com/earlytermination.

Will my Charges increase?

We may increase the Charges at any time. See Paragraphs 26 and 27 of this Agreement for more detail. If you change your chosen Service, you'll pay the revised Charge for your new Service from the day we agree it will start.

How much notice will I get if you increase the Charges?

We may increase the Charges at any time. Where we are able to do so, we'll give you at least 30 days' notice before we put your Charges up. See Paragraph 23.2 for more details.

If we increase the Core Service Charges, or make any other changes to Charges which cause you a significant disadvantage, we'll let you end the Service without having to pay the higher amount.

Will the Service change?

It's important you realise we may change the Service (including any Equipment provided, the SIM Card and Service Features), and the terms of this Agreement at any time (even in your Minimum Term).

We'll give you at least 30 days' notice of the change unless we're not reasonably able to do so and if the change is to your significant disadvantage you'll have the ability to end your Service without paying early termination fees. Please see Paragraph 23.2 for more details.

You may also be able to change your Service by contacting us.

What happens if I buy a number of services or items of equipment from BT?

If we provide you with more than one service or item of equipment (for example, if we provide more than one of BT Sport, BT Mobile, BT TV, the BT Broadband Service or the BT Phone Service) you'll have a separate agreement for each service (and possibly for different items of equipment and/or Service Features). Please make sure you read each different agreement carefully. Although some of the terms are the same or very similar, each agreement has important differences. However, if you're upgrading to our Family SIM Plan, all of the SIM Cards provided as part of that offer will be subject to this single agreement (so you'll pay one price for all of the SIM Cards in your Family SIM plan).

If you've bought more than one service or item of equipment from us and you end some of those services or items of equipment, but not all of them, you may lose any discounts or offers that were part of the original offer for your Service and your Charges may go up. If this happens we'll tell you.

Further information

You can also access a summary of the changes, these terms and conditions and our policies online at bt.com/legalstuff.

How to Contact BT

You may phone us on 0800 800 150. Calls are free from landlines, BT Handsets and Other Handsets that use a SIM Card, and charged at your operator's standard rate from other mobiles.

We may record calls (including marketing calls) to help us with training and to prevent ID fraud. We also record all 999 and 112 emergency calls.

Complaints

Our Customer Complaints Code tells you how to contact us and the process for dealing with any complaint or dispute. You may see a copy of the code at bt.com/complaintscode.

Our Terms and Conditions for the BT Mobile Handset Service

Please take some time to read this Agreement. It's a legally binding contract between us ("us", "we" or "our") and you ("you" or "your") and it contains important information about the Service and any Equipment we're providing to you, including how we may change the Service, this Agreement and the Charges.

Please also take a look at our Privacy Policy. It describes how we may use your personal and other information. You can find it at our Privacy Centre at bt.com/privacypolicy.

The basics

  1. Who we are: We're British Telecommunications PLC of 81 Newgate Street, London, EC1A 7AJ, registered in England with company number 1800000 (everyone knows us as BT).
  2. What words mean: Some of the words and phrases in this Agreement have special meanings. They all start with a capital letter and are explained in the Definitions section at the end of this Agreement.
  3. What is this Agreement for and when does it start?
    1. This Agreement sets out the terms and conditions for the Service and starts on the date we accept your order for the Service.
    2. If we provide you with another service (for example, if we provide you with BT Sport, BT TV, the BT Broadband Service or the BT Phone Service) you'll have a separate agreement for each service. Please make sure you read each different agreement carefully. Although some of the terms are the same or very similar, each service has important differences.
  4. When the Service starts and how long it lasts
    1. The Service and the relevant Charges start on the Service Start Date as set out in your Order Confirmation (unless you pre-order a BT Handset, in which case, we will contact you separately about this).
    2. Unless you change your mind and cancel in your Cooling Off Period as set out in Paragraph 5, the Service will last for at least the Minimum Term and will carry on after the Minimum Term, unless you end the Service in a way set out in Paragraphs 15.1(b) to 15.1(e) or we end the Service in accordance with Paragraph 15.2.
    3. We may also agree a new Minimum Term during or after your initial Minimum Term (for example, if you upgrade from a BT Mobile SIM Only Plan or take up one of our offers) but we'll always tell you if a new Minimum Term applies before you take up an offer or upgrade.
    4. If you want to end the Service before the Minimum Term has ended, or if we end it in accordance with Paragraphs 16.2(c) to 16.2(m) before the Minimum Term has ended, you may have to pay us an early termination charge in accordance with Paragraph 19. Also, if we've provided you with Equipment and you received your Equipment for a discounted price or free of charge in return for taking the Service for the Minimum Term, we may charge you for your Equipment as set out in this Agreement if you end your Agreement early as set out above. Take a look at Paragraph 5.5 and Paragraph 19 for details.
  5. You may change your mind
    1. You may change your mind and cancel the Service and any Equipment within a 14 day cooling off period. Your Cooling Off Period is described in more detail in the Definitions section at the end of this Agreement.
    2. If you upgrade from a BT Mobile SIM Only Plan to a BT Mobile Handset Plan, we treat this as a change to the Service so you won't need a new agreement and this Agreement will continue to apply. You will have a new Minimum Term for the Service and a new Handset Cancellation Period for the Equipment.
    3. If you cancel the BT Mobile Handset Plan during this Handset Cancellation Period, once you return the Equipment to us in accordance with Paragraph 5.5, you'll go back onto your BT SIM Only Plan for the remainder of your original BT Mobile SIM Only Minimum Term. If you don't return your Equipment, you'll have to pay the full price for it as set out in Paragraph 5.5(b).
    4. If we've already started providing the Service by the time you cancel it, you'll have to pay us the full cost of the Service you've actually received (which means we won't take into account any discounts or free offers) including any Charges payable (for example your actual use of the Service and any connection or activation fees).
    5. If you cancel the Service within your Cooling Off Period and we've provided you with any Equipment for that Service (or any other accessories or free gifts) or you cancel your BT Mobile Handset Plan within your Handset Cancellation Period, this Agreement won't end (or if you cancel an upgraded BT Mobile Handset Plan during your Handset Cancellation Period, your Service won't go back to a BT Mobile SIM Only Plan) until you've returned the Equipment (and any accessories or free gifts) to us, and:
      • (a) you'll return that Equipment to us (in the original packaging provided with the Equipment) within 14 days after you cancel the Service. Unless the Equipment is faulty or not as described, you must return the Equipment to us at your own cost and we'll give you some packaging to do so. Packaging will be sent to you automatically after you ask us to cancel the Service in your Cooling Off Period or cancel the BT Mobile Handset Plan in your Handset Cancellation Period. You'll normally receive it in a couple of Working Days. We recommend that you use a recorded delivery service as you'll be responsible for any loss or damage to the Equipment while it is in transit to us;
      • (b) if you don't return the Equipment within 14 days, you'll have to pay the full value for the Equipment (this may include paying the difference between the actual value and any discount you received when joining us, for example, if you were given the Equipment at a discounted value in return for taking the Service for a Minimum Term or received the Equipment for free). Details of the amount we may charge you are set out in the Tariff Guide, which you can view at bt.com/tariffguide; and
      • (c) once we receive the Equipment, we'll refund you for any amounts you've already paid for the Equipment (if any). We might charge you, reduce the amount of the refund or choose not to refund any amount if we think the Equipment is worth less than its original value due to use of or damage to the Equipment or if the Equipment is lost or damaged in transit to us. Details of the amount we may charge you for Equipment that we think is worth less than its original value due to use of or damage to it or for Equipment that is lost is set out in the Tariff Guide, which you can view at bt.com/tariffguide.
    6. If you cancel the Service within your Cooling Off Period, you'll also return the SIM Card to us at your cost if we ask you to do so. We won't provide any specific packaging for this purpose.
    7. If you cancel the Service within your Cooling Off Period and we haven't provided you with any Equipment, the Service will end when you call us to cancel the Service and this Agreement will end when you have paid us any amounts you owe us. If you wish to transfer to another provider and would like to take your existing mobile phone number, please see Paragraph 15.1(c).

The Service

        6. What am I getting?
                1. The Service is a varying service provided as either:
                    (a) the BT Mobile SIM Only Plan; or
                    (b) the BT Mobile Handset Plan,
                    which are the two different ways that we provide the Service and which may change from time to time. Further details of the Service we provide are in the Definitions section below. We'll agree with you which Service you wish to take when you place your order.
                2. You may add Service Features to your Service from time to time and this will constitute a variation to this Agreement.

           7. Your use of the Service

           1. The Service is for you or members of your household to use for your and their personal use as a consumer (i.e. wholly or mainly for purposes outside any trade, business or profession). You're responsible for the way the Service, any SIM Card and the Equipment are used.
            2. You mustn't re-sell, re-supply or otherwise distribute our Service. To ensure that our Service isn't being misused:
                (a) no more than 10 SIM Cards can be registered at your Address; and
                (b) you mustn't use more than one SIM Card in the same BT Handset or Other Handset in any one month unless we've provided you with a replacement SIM Card for any reason (for example, if the SIM Card is faulty or if you've lost it).
            3. You agree that, when using the Service and Equipment, you'll:
                (a) follow the BT Policies;
                (b) follow any reasonable instructions we give you about the Service, the SIM Card and any Equipment and comply with our reasonable security checks;
                (c) get any consents or permissions we need so we can provide the Service;
                (d) tell us if you change your name, your Address, your contact telephone number, your email address, your payment details or anything else which we may need to know about;
                (e) do everything you can to keep your BT ID username and password secure and confidential and prevent anyone else from using them. You should also keep your bill and BT ID safe from fraudsters. More details are available  at bt.com/scams;
                (f) tell us straight away and change your BT ID password if you suspect or become aware of any breach of security of your BT ID;
                (g) only use the login credentials we provide with the Service to access other BT services (such as BT Sport and BT Wi-Fi) from a compatible BT Handset or Other Handset that uses SIM Card. You mustn't use the login credentials to access other BT services on other devices such as Chromecast and Airplay;
                (h) use the Service, the SIM Card and any Equipment for lawful purposes (in line with all laws, statutes and rules in force in England and Wales, Scotland or Northern Ireland (if relevant));
                (i) not do anything which might have a negative effect on: (i) our systems, networks, servers or security; (ii) other customers' use of services or customers' equipment; (iii) other customers' security; or (iv) any other person's or business's systems, networks or security; and
                (j) not infringe the intellectual property rights of BT or others (for example you'll not share protected material such as an image, music or video file without permission of the copyright owner).
            4. You won't allow the Service, the SIM Card or Equipment to be used:
                (a) for automatic communication between two devices (sometimes known as 'machine to machine communication' or 'M2M') unless it's for your personal use and interaction as a consumer. For example, you must not insert a SIM Card into any smart appliance, such as a thermostat in your home, or into a connected vehicle;
                (b) with any device that routes, re-routes, forwards, or diverts calls, data, text messages, multimedia (picture) messages or other services from or to our network, to avoid Charges, make money or for any other purpose. These types of devices include a 'GSM gateway', a 'SIM box' or a 'repeater'; or
                (c) with equipment that we haven't authorised you to use with the Service including:
                    (i) mobile broadband devices such as dongles or USB modems;
                    (ii) mobile Wi-Fi devices that use our service to provide internet access to other Wi-Fi enabled devices; or
                    (iii) any device that may access our Wi-Fi network or the internet that isn't a mobile phone (or other device) that uses a BT Mobile SIM Card.
                5. You're responsible for keeping the SIM Card and any Equipment secure. If you believe the SIM Card or Equipment has been lost or stolen, tell us immediately by calling 0800 800 150. We'll then temporarily stop providing the Service  to the SIM Card or Equipment. If you find the SIM Card or Equipment, let us know on 0800 800 150 and we'll resume your Service. If you can't find the SIM Card or believe it was stolen, if you ask us, we'll send you a new  SIM Card to replace the lost or stolen one within five days, which you'll need to activate on receipt. We're not responsible for your lost or stolen Equipment and you must provide or buy an Other Handset that we've approved for use with our Service if you want to use your replacement SIM Card. You're responsible for and must pay us for all usage and other Charges on your account up to the time you tell us the SIM Card or any Equipment has been lost or stolen. If you have a BT Mobile Handset Plan and you do not own the Equipment, you may also have to pay us Charges for the Equipment after you tell us it has been lost or stolen as you remain responsible for any Equipment. Please see Paragraph 30.3 to see if you own the Equipment.
            6. If we hold a reasonable belief that you've misused the Service, the SIM Card or Equipment, or authorised anyone else to misuse the Service, the SIM Card or Equipment, we might require you to reimburse us for any losses or  damage we suffer as a result. Further details about misuse of the Service, the SIM Card and Equipment are set out in our Acceptable Use Policy which you can read at bt.com/acceptableuse.
            7. You mustn't give your BT Wi-Fi login credentials we provide with the Service to anyone else to use. If we reasonably believe that you have provided your BT Wi-Fi login details to anyone else or you have accessed, or allowed someone else to access, the BT Wi-Fi service from a device that is not a compatible BT Handset or Other Handset that uses a SIM Card, then we may suspend or end your access to the BT Wi-Fi service.

           8. Usage allowances

  1. Your Service may have a monthly usage allowance. If you go over the limit of your allowance we'll charge you for your extra usage (details of the Out Of Plan Charges are set out in the Tariff Guide, which you can view at bt.com/tariffguide).
  2. You can monitor your allowance and usage with the BT Mobile App (if available on your BT Handset or Other Handset) or through your account at bt.com/mymobile.
  3. We'll tell you by text when you've used most of your monthly usage allowance unless the SIM Card is used with a device that doesn't receive texts.
  4. We'll set a limit for the amount of Out Of Plan Charges and Excluded From Plan Charges you can incur each month. You can view and modify that limit at bt.com/mymobile. If you exceed any limit we set, we may agree an increased limit with you or restrict the Service until your next monthly billing date.
  5. We'll reset your monthly usage allowance each month. Unused data, calls, or texts from your previous month's usage allowance are not carried over.
  6. If you receive any other services from us that you can access using your BT Handset or Other Handset that uses a SIM Card, such as BT TV or BT Sport, this may use and count towards the data allowance provided in your BT Mobile SIM Only Plan or BT Mobile Handset Plan.

            9. Roaming

            1. Your usage allowance is designed to be used while you're in the UK. When you use the Service abroad, you'll be charged Excluded From Plan Charges at the appropriate roaming rate set out in the Tariff Guide, which you can view             at bt.com/tariffguide.
            2. You may use our Service in certain countries whilst roaming outside of the UK but you mustn't use it solely for this purpose because the Service isn't intended nor designed for permanent or near permanent use outside of the UK. You can find a list of countries where we support roaming at .bt.com/help/mobile. If you're roaming outside the UK, you're using networks provided by someone else and the quality and coverage of these networks is outside our control. Foreign laws, statutes and rules will also apply to your use of the Service when you're in a different country and you must comply with them. Roaming charges are not included in your BT Mobile SIM Only Plan or BT Mobile Handset Plan monthly usage allowance.
            3. Remember that if you're close to a border with another country you may accidentally switch to roaming on another network and you'll be charged for any usage of the Service in accordance with the roaming Charges set out in the Tariff Guide, which you can view at bt.com/tariffguide. If you live close to a border with another country (for example, in Dover or Northern Ireland), we recommend that you switch off roaming capability on your BT             Handset or Other Handset when you aren't using your BT Handset or Other Handset abroad.

        10. Emergency services

        If you're in an area of our network that has coverage in the UK, you may contact the emergency services for free by dialling 999 or 112 from your BT Handset or Other Handset that uses a SIM Card. If you're in an area where we don't have coverage, your BT Handset or Other Handset that uses a SIM Card will automatically connect to someone else's network if they have coverage in that area. The emergency services may be able to see your approximate location depending on your BT Handset or Other Handset that uses a SIM Card and the settings that you've enabled on it at the time. If you need to contact the emergency services whilst roaming abroad, you'll need to call 112 (which is a recognised emergency services number in many countries) or the local emergency services number if this is different.

        11. Setting up your Service

  1. If you have a BT Mobile SIM Only Plan:
    • (a) Equipment isn't included with this Agreement
    • (b) to use the Service, you'll need a compatible Other Handset that we've approved for connection to our Service. You must ensure your Other Handset is compatible with the Service Features we offer and that are important to you, otherwise the Service Features won't be available (for example, you'll need a mobile data capable Other Handset to use our mobile data Service). If you don't have a compatible Other Handset, our SIM Card might not fit, could damage your Other Handset or you may not be able to make emergency calls. You must take reasonable care when inserting our SIM Card into your Other Handset and let us know if our SIM Card doesn't fit so we can send you a replacement; and
    • (c) if you have an Other Handset you bought from someone else it may be locked to another network. You'll need to get the Other Handset unlocked before you can use our SIM Card in it. We're not responsible for this or any charges that you may incur when unlocking your Other Handset.
  2. If you have a BT Mobile SIM Only Plan or a BT Mobile Handset Plan to use the Service, you'll need to:
    • (a) activate the SIM Card if you're a new BT Mobile SIM Only Plan customer or if you've upgraded from BT Mobile SIM Only Plan to a BT Mobile Handset Plan and need a new SIM Card (for example, if you need a different sized SIM Card for your BT Handset). It may take up to three hours after activation for the Service to become available. If you're a new BT Mobile Handset Plan customer we activate the SIM Card before we send it to you;
    • (b) configure your Other Handset to our settings (if we provided the Equipment it will be pre-configured); and
    • (c) insert the SIM Card into your BT Handset or Other Handset.
  3. Further instructions on these steps are set out in your Order Confirmation and on our website at bt.com/help/mobile.
  4. Transferring from another provider: If you have an existing mobile phone number from another provider, you can ask us to transfer that number to your new SIM Card for the BT Mobile SIM Only Plan or BT Mobile Handset Plan. In order for us to do this you must give us your PAC, which you can get from your existing service provider. We'll then transfer your mobile phone number free of charge. We'll let you know when the transfer is complete. You're entitled to reasonable compensation if there's a delay or something goes wrong that's our fault. Please note that your previous provider may charge you until we use your PAC to transfer your mobile phone number and we are not responsible for these charges although we may reimburse you for any amounts you lose that is caused by something that is our fault. See Paragraph 20.1.

        12. Providing the Service to you – what we have to do for you

  1. We'll deliver the SIM Card and any Equipment you've ordered from us to your Address.
  2. We may take instructions from a person who we think, with good reason, is acting with your permission.
  3. If you're a new BT Mobile customer, we'll supply you with a mobile phone number unless you're transferring your mobile phone number from another provider.
  4. We will provide the Service using reasonable care and skill. We aim to provide a continuous, high-quality service but given the nature of the Service and the equipment we use to provide it, we can't guarantee that it'll be available all the time. For example, the Service may be affected by bad weather conditions, geography, physical obstructions, if you're in a building with thick walls or if you're underground, if lots of people are using our network at the same time, if you're outside of an area where we have coverage, maintenance and repair activities and other circumstances out of our reasonable control.
  5. The Service is only available where our network has coverage, so you won't be able to access it everywhere in the UK. Also, the available coverage may vary depending on where you are and what network equipment we have in that area. Our coverage checker tool at bt.com/coveragechecker is a reasonable estimate of the outdoor coverage that's available but we can't guarantee it's always accurate or up-to-date.
  6. Sometimes faults or errors occur in our network and to the Service. We'll repair them as soon as we can. If there is a fault or error, please see Paragraph 20 which sets out what you can do.
  7. Occasionally, we might have to interrupt, change or temporarily suspend some or all of the Service, where we need to carry out maintenance, technical repair, upgrades or emergency work. If we do, we'll try to minimise the impact on you and restore it as quickly as we can.
  8. In exceptional circumstances, we, our partners or people who manage our network may have to do things to manage our network's performance. For our latest policy please see bt.com/broadbandusagepolicy.
  9. If any of your devices (including the BT Handset, Other Handset or the SIM Card) have (or we believe they have) been infected by malware (like a virus) or if they try to contact or access a malicious website, we may take action (for example, by introducing software onto our network) to protect you and your device, to stop the spread of that infection on our network or to prevent your device from accessing the website.

Payments

    13. Paying what you owe us

  1. You'll need to pay the Charges for the Service, whether you use it or someone else does. If the SIM Card or BT Handset has been lost or stolen please see Paragraph 7.5.
  2. If we ask you to, you'll also pay us a deposit for the Service. We'll tell you why we need a deposit and how much it is beforehand.
  3. The Charges are payable by direct debit. You must authorise you payment card company to allow us to charge you for the Service in this way.
  4. We'll normally bill you for the Charges each month. However, if you've used your BT Handset or Other Handset outside of the UK, it may take up to three months.
  5. You'll receive bills in electronic form at bt.com/youraccount. If you'd like paper bills, please ask us and we'll send them to you. We may charge you an extra fee for doing so but we'll tell you about this when you ask us.
  6. You'll pay any bills as soon as you receive them, unless we agree otherwise.
  7. If you genuinely think any amounts on your bill are wrong and you want to dispute them, please tell us straight away. You'll pay any amounts you don't genuinely dispute. We won't suspend or end the Service while we look into any genuinely disputed amount.
  8. If you don't pay your bill, we'll send you a reminder or call you. If you still haven't paid the bill seven calendar days after the date of our reminder, we may add a late payment charge to your next bill to compensate us. We may also charge you to compensate us for any direct debit or cheque payments which are returned because you don't have enough money in your account. These Charges are not subject to VAT and are set out in the Tariff Guide, which you can view at bt.com/tariffguide.
  9. If you haven't paid a bill, generally we won't suspend or end the Service until 21 days after your payment was due. However, if you've failed to pay any other bill on time we may suspend or end the Service earlier than this.
  10. If you don't pay your bill, we may give your personal data to a debt-collection agency and ask the agency to collect the payment for us. If we do, you'll have to pay us an extra charge to compensate us for having to do this. This won't be more than the reasonable costs we have to pay the agency, who will add the amount to your debt. Any extra amount added to your bill won't be subject to VAT. Alternatively, we may transfer the debt you owe us to any other business (in which case your personal information will also be transferred to that business) who may then try to recover the amounts in a way it considers suitable in the circumstances. This Paragraph applies even if your Agreement with us has ended.
  11. By agreeing to take the Service from us, you also agree to share your BT payment history data with credit reference agencies. If we choose to do so we will share your personal data in accordance with the Data Protection Act 1998 with recognised and reputable credit reference agencies (for example, Experian and/or Equifax).
  12. We may charge you any amounts you owe us using the bank account or credit or debit card details you've provided to us unless you tell us otherwise. By entering into this Agreement, you're authorising us to do this.

        14. Additional Charges

  1. The BT Mobile SIM Only Plan and BT Mobile Handset Plan each have a monthly allowance of data, minutes, and texts to UK fixed line and mobile numbers. If you exceed your allowance, any additional usage will be charged at the rates set out in the Tariff Guide, which you can view at bt.com/tariffguide. We refer to these as Out Of Plan Charges.
  2. There are services we offer (for example, roaming, international calling, multimedia (picture) messaging, premium rate services, and other chargeable activities) that aren't included within your allowance, and which we refer to as Excluded From Plan Charges. The rates for these services can be found in our Tariff Guide, which you can view at bt.com/tariffguide.

Ending the Service

        15. When you may end the Service

  1. You may end this Agreement and the Service:
    • (a) if you cancel the Service during your Cooling Off Period as set out in Paragraph 5. In this case you won't have to pay early termination charges in accordance with Paragraph 19;
    • (b) by giving us 30 days' notice where we've made changes to the Core Service Charges or any changes to the Service, Charges or the terms of this Agreement as set out in Paragraph 23.2. In this case you won't have to pay early termination charges in accordance with Paragraph 19;
    • (c) after the end of your Cooling Off Period:
      • (i) if you're switching to another provider through a switching process to move your mobile phone number to another provider (see Paragraph 17.1 for more details including details of when your Service will end); or
      • (ii) by giving us 30 days' notice if you're ending the Service for any other reason (see Paragraph 17.2 for more details including details of when your Service will end).
      • If you're within your Minimum Term for the Service when you contact us to end that Service you may have to pay an early termination charge in accordance with Paragraph 19;
    • (d) if we break a significant term of this Agreement. In this case you won't have to pay early termination charges in accordance with Paragraph 19; or
    • (e) if you end a Service in accordance with Paragraph 28.1 when we move you to another Service. In this case you won't have to pay early termination charges in accordance with Paragraph 19.
  2. You can cancel any Service Feature at any time by giving us 30 days' notice.

        16. When we may restrict, suspend or end the Service

  1. We may stop providing the Service to you and end this Agreement by giving you at least 30 days' written notice at any time.
  2. If you breach this Agreement we'll normally let you try to put things right within a reasonable time. We may limit, suspend (in part or fully) or end this Agreement and the Service and disable any Equipment that we own or SIM Card immediately or upon notice:
    • (a) if we have to for legal or regulatory reasons or because we are asked to do so by the emergency services or other government authorities;
    • (b) if we can't provide the Service any more (or part of it) or if we suspend or restrict a related service;
    • (c) where you or anyone who uses the Service, SIM Card or the Equipment is in breach of this Agreement and you don't put things right within a reasonable time;
    • (d) for any serious misuse of the Service or for any serious breach of this Agreement by you or anyone who uses the Service, SIM Card or the Equipment;
    • (e) if you or any other user of the Service act in any way towards our staff or agents which we believe is unsuitable or serious enough to justify suspending or ending the Service;
    • (f) if you fail to pay for the Service (as described at the end of Paragraph 13.9) or pay using a method other than that which we've agreed with you;
    • (g) if you cancel your direct debit and we haven't agreed another way you can pay;
    • (h) if we have reasonable grounds to suspect fraud or any other unauthorised activity or, where it is reasonable for us to do so, to protect our network and maintain quality of service;
    • (i) if your usage is significantly different to what we'd expect from a regular customer who is a consumer;
    • (j) if you haven't used data, made a call or sent a text or multimedia message within 12 months of activating the SIM Card;
    • (k) if you act in significant breach of any other agreement you have with us and don't put things right within a reasonable time;
    • (l) if you use the Service in some way a consumer wouldn't (i.e. you're not using it wholly or mainly for purposes outside any trade, business or profession); or
    • (m) if we reasonably believe you're using the Service in a way that does not comply with this Agreement.
  3. If we suspect there has been, or is likely to be, a security incident, we may suspend your BT ID login to protect your account and require you to change your password before allowing you to log back in.
  4. If we suspend or end the Service we'll tell you what needs to be done if we're going to restore the Service.
  5. If you're within your Minimum Term for the Service when we tell you that we'll end the Service and this Agreement for any reason set out in Paragraphs 16.2(c) to 16.2(m), you'll have to pay an early termination charge in accordance with Paragraph 19.
  6. If we suspend or end the Service for any reason set out in Paragraphs 16.2(c) to 16.2(m):
    • (a) we may charge a fee to start the Service again;
    • (b) you may have to pay the Charges for that Service during any period of suspension up until the Service ends; and
    • (c) you'll be able to make calls to the emergency services unless such calls are suspended at the request of the emergency services or other government authorities.
  7. Sometimes if you breach this Agreement we may ignore it or we may not enforce it. We may still choose to take action for that breach afterwards.
  8. If either of us ends the Service and this Agreement, we'll give you a refund of any amounts you've pre-paid but first we'll take off any money you owe us relating to the Service or any Equipment or any other agreement between us.

        17. When the Service ends

  1. If you're switching to another provider you can transfer your mobile phone number to a new provider. If you choose to switch to another provider after the end of your Cooling Off Period you must tell us as set out in Paragraph 15.1(c) and you'll need to ask us to give you your PAC, which you should then give to your new provider within the 30 day validity period of the PAC. If you don't give your PAC to the new provider or the new provider doesn't use the PAC during the 30 day validity period, you'll need to ask us for a new one. Your new provider will organise the transfer. Until the Service transfers to the new provider we'll continue providing the Service and you'll pay us the Charges. Once the mobile phone number is transferred the Service will end. After the Service has ended the Agreement will end when you've paid us any amounts you owe us.
  2. Except where you change your mind and cancel the Service and any Equipment within your Cooling Off Period, if you're not transferring to a new provider, the Service will end at the end of your current billing cycle (for example, if you normally receive your bill on the last day of the month, the Service will end at the end of the month). You can ask us for a PAC during the 30 day notice period but once the 30 day notice period ends we can no longer provide you with a PAC. After the Service has ended the Agreement will end when you've paid us any amounts you owe us.

        18. When you receive other services or items of equipment from us

  1. We often sell a number of services together and we may give discounts or other benefits or offers where you alone or together with someone else in your household take more than one service from us. If you receive any of these discounts, benefits or offers from us and any of those services or equipment end, we may have to increase the Charges for the Service. If this is the case, we'll tell you when you or someone else in your household contacts us to end the services or equipment. We won't increase your Charges and you will continue to benefit from the discount, benefit or offer from us for the remainder of your Minimum Term under this Paragraph if:
    • (a) you or someone else in your household ends one of your other services in the circumstances described in Paragraphs 15.1(b), 15.1(d) and 15.1(e); or
    • (b) if applicable, you choose to leave the BT Broadband Service because of a change that we make which gives you the right to leave.
  2. If you're using any Service Features, these may end on the day your Agreement with us ends.

           19. Early termination charges

  1. You may have to pay us an early termination charge if:
    • (a) you end the Service during your Minimum Term, except in the circumstances set out in Paragraph 19.2; or
    • (b) we end the Service during the Minimum Term in accordance with Paragraphs 16.2(c) to 16.2(m).
  2. You won't have to pay the early termination charges referred to in Paragraph 19.1 if you end the Service:
    • (a) within your Cooling Off Period as set out in Paragraph 15.1(a);
    • (b) where we make changes described in Paragraph 23.2;
    • (c) where we break a significant term of this Agreement as set out in Paragraph 15.1(d); or
    • (d) when we move you to another Service in accordance with Paragraph 28.1.
  3. The amount you're charged will be equal to the total amount of Core Service Charges you'd have paid us if you stayed with us for the whole Minimum Term less any costs we save from you leaving early. More information on early termination charges (including tables showing how much you're charged for each month remaining on your Minimum Term), is set out at: bt.com/termcharges.

If something goes wrong

        20. What you can do when we don't meet our promises

  1. If you've experienced a problem with the Service the SIM card or the Equipment then legal options may be available to you (for example, you may have a right to a repair or replacement or in some circumstances a refund). For more information about these rights visit adviceguide.org.uk. In addition, when we've caused the problem and you ask us, we may:
    • (a) reimburse you for loss of service, which we'll work out by reference to the daily amount of the Charges and the number of days the Service is affected by the problem; or
    • (b) reimburse you for any amounts you lose that we could have reasonably foreseen as a result of us breaching this Agreement (except for excluded amounts set out in Paragraph 21). If you claim this, we'll ask you to show us proof of your loss. Any amount that we agree is due to you won't include or be subject to VAT.
  2. If you have a BT Mobile Handset Plan, the Equipment may come with a manufacturer's guarantee which you can find in the box that your Equipment comes in or on the website of the BT Handset manufacturer. The warranty may give you additional legal options if you experience a problem with the Equipment.

        21. What we're not responsible for and limits on our liability

  1. We accept responsibility to an unlimited amount for death or personal injury caused by our negligence, or for our fraud or fraudulent misrepresentation or for any other liability that we can't by law exclude or limit.
  2. We also accept responsibility for loss or damage to your physical property arising from our negligence. We'll pay up to £100,000 for any one event or series of connected events for this loss or damage in total in any 12 month period.
  3. Except as set out in Paragraphs 21.1 and 21.2 we won't pay you more than £5,000 in compensation in total in any 12 month period.
  4. Except as set out in Paragraphs 21.1 and 21.2, we aren't responsible to you for:
    • (a) any delay or failure by us which is caused by something beyond our reasonable control. This could include things like: lightning, flood, severe weather, fire, explosion, terrorist activities, epidemic, riots, war, anything done by government or other public authority, or strikes or other industrial disputes;
    • (b) any breach by you of this Agreement;
    • (c) any loss you suffer caused by you using the Service, Equipment or SIM Card in breach of this Agreement;
    • (d) any commercial or business loss;
    • (e) any loss or damage caused by viruses or unauthorised use of, or attempts to access, the Service, the SIM Card, the Equipment or any of your devices;
    • (f) any loss or disclosure of data or information, any corruption or breach of data or information;
    • (g) your use of any other equipment or hardware we haven't supplied;
    • (h) any content, goods or services provided by a third party that you, or anybody you allow to use the Service, the SIM Card or Equipment, may access or buy using the Service, the SIM Card or Equipment;
    • (i) calls or messages that you don't receive because your BT Handset or Other Handset is faulty (unless your Equipment is faulty because of our fault or neglect), switched off or in an area with no coverage; or
    • (j) losses which we could not reasonably have foreseen or which BT could not have contemplated when entering into this Agreement.

            22. Returning faulty SIM Cards and Equipment

  1. If you think any SIM Card or any Equipment is faulty, please tell us.
  2. Unless we agree otherwise, you'll return any Equipment (and if we request, the SIM Card) to us that you tell us is faulty, or which we tell you is faulty or needs repair or replacement (for example, the SIM Card is out of date or requires an upgrade or your BT Handset is faulty). We'll give you pre-paid packaging to do this (unless you're only returning a SIM Card to us). Legal options may be available to you (for example, you may have a right to reject any Equipment or to a repair or replacement). We'll provide you with a repair or replacement, unless you're exercising your right to reject any Equipment (for more information about this right visit adviceguide.org.uk).
  3. We may test any Equipment you tell us is faulty. If we find it isn't faulty, we may return it to you or replace it.
  4. We won't send any replacement Equipment to you until we've safely received the Equipment we're expecting you to return.
  5. Any replacement Equipment we supply will be new or ‘as new' (which is second hand equipment that has been refurbished).

Changes we may make

        23. How we may change your Service, Service Features, SIM Card, the Charges and the terms of this Agreement

  1. The Service, Service Features, SIM Card, Charges and terms of this Agreement are variable. We may change them at any time for the reasons set out in Paragraphs 24 to 27.
  2. If we make a change to: (a) the Core Service Charges; or (b) the Service, Charges (other than the Core Service Charges), or the terms of this Agreement which causes you significant disadvantage, except as set out in Paragraph 23.3:
    • (i) we'll tell you at least 30 days before the change unless we're not reasonably able to give you 30 days' notice, in which case we'll give you as much notice as reasonably practicable); and
    • (ii) we'll give you the chance to end the affected Service by giving us 30 days' notice without having to pay any increased charges or early termination charges. We may ask you to return the Equipment. If we don't, or you want to keep the Equipment, we may charge you for it.
  3. Any changes to Service Features as set out in Paragraph 23.6, to your SIM Card as set out in Paragraph 23.5 or to the Charges as set out in Paragraph 18.1 (including changes to the content and to any subscription charges) will not give you a right to end the Service.
  4. We'll let you know about any other changes in writing or via another suitable method such as a notice on our website at BT.com.
  5. We can change you to another SIM Card at any time so that you can continue to receive the Service. Any changes to your SIM Card will not cause you a significant disadvantage and will not give you the right to end your Service.
  6. If we withdraw or make any change to a Service Feature (including a change to the Charges for the Service Feature) in a way which causes you a significant disadvantage, we'll give you at least 30 days' notice (unless we're unable to do so, in which case we'll give you as much notice as possible) and allow you to cancel your Service Feature, but you won't be able to cancel the Service.

        24. Changes to the Service, Service Features, SIM Card or the terms of this Agreement

  1. We may change the Service, Service Features, SIM Card or the terms of this Agreement:
    • (a) to make this Agreement clearer or easier for you to understand or otherwise change it in a way that doesn't cause you any significant disadvantage;
    • (b) to change, improve, update or add to the Service, Service Features or SIM Card you receive (for example, if we add new types of calls to your BT Mobile SIM Only Plan or BT Mobile Handset Plan);
    • (c) to introduce or add services, Service Features or equipment (for example, we introduce a new calling feature or security product);
    • (d) to change your phone number if you request;
    • (e) to change the way we structure our prices, Charges, the Service or Service Features (for example, we change the names of our products or Service, their content or their description);
    • (f) to add to or change the way we provide the Service or Service Features to you (for example, we add new Service Features);
    • (g) to reflect changes or developments in technology (for example, the way we provide the Service to you may develop over time, or new ways to pay for our Service may be introduced, or we may develop and introduce new systems which provide you with a better service);
    • (h) to withdraw, replace or remove any Service, Service Feature or SIM Card entirely or in part (for example if we want to change your SIM so that it works with your new phone);
    • (i) to make minor changes to certain technical specifications for example, limits for transferring information which are associated with the service and the technology we use to provide the service to you;
    • (j) to update, upgrade, enhance, or modify the Service, Service Features or SIM Card (for example, to fix bugs or defects, to address security issues, to improve the software or a user interface, to change the appearance of your Service or to improve the SIM Card's functionality);
    • (k) if our ability to provide the Service, Service Features or SIM Card in a particular area changes (for example, we change our coverage in a particular area);
    • (l) to reorganise the way in which we structure or run our business; or
    • (m) due to any change in the law, code, regulation, regulatory guidance or undertakings applicable to us.

        25. Other changes to the Service, Service Features, SIM Card or the terms of this Agreement

  1. As we may provide our Service to you for a long period of time, and not just for your Minimum Term, and because we can't always predict what the future may hold, we may need to make changes in circumstances other than those set out in Paragraph 24. We may therefore change the Service, Service Features, SIM card or the terms of this Agreement for any other reason. But if we decide to do so we'll give you notice, and you may be able to end your Service, in accordance with Paragraph 23.2.

        26. Changes to the Charges

  1. We may change the Charges:
    • (a) if we make any of the changes to your Service, Service Features, SIM Card or the terms of this Agreement as set out in Paragraphs 24.1(b) to 24.1(k);
    • (b) if the cost to us of providing your Service, Service Features or SIM Card increases (for example, the businesses we buy services or products from increase their prices so that it costs us more to buy them);
    • (c) if the cost to us of running our business increases;
    • (d) if we reorganise the way in which we structure or run our business; or
    • (e) due to any change in the law, code, regulation, regulatory guidance or undertakings applicable to us (for example, if there is a VAT increase).

        27. Other changes to the Charges

  1. As we may provide our Service to you for a long period of time, and not just for your Minimum Term and because we can't always predict what the future may hold, we may need to make changes to the Charges in circumstances other than those set out in Paragraph 26. We may therefore change the Charges for any other reason. But if we decide to do so we'll give you notice, and you may be able to end your Service, in accordance with Paragraph 23.2.

Moving between Services Service Features, or monthly usage allowances

        28. Moving between Services, Service Features or monthly usage allowances

  1. If we withdraw the Service or a Service Feature, such that you can't carry on receiving your current Service or Service Feature in whole or in part (for example, we change the number of Service Features available to you), we'll move you onto our nearest equivalent, or better Service or Service Feature. We'll tell you at least 30 days' before we do this (unless we're not reasonably able to give you 30 days' notice). We won't charge you for the increased Charge to your Service or Service Feature during the rest of your Minimum Term. After the end of your Minimum Term, we'll charge you the then current price for the Service or Service Feature you're receiving.
  2. We may move you to a better Service or Service Feature or monthly usage allowance at no additional charge for a trial period. We'll tell you at least 30 days before we do this. At the end of your trial period, we may either:
    • (a) keep you on the better Service, Service Feature, or monthly usage allowance after the trial period at no additional cost to you; or
    • (b) we'll move you back to your previous Service, Service Feature or monthly usage allowance.
    • We'll tell you what we are going to do beforehand. You may tell us to end your trial period whenever you like, or to move back to your previous Service or Service Feature or monthly usage allowance at the end of, or during your trial period.

        29. You can choose to change your Service, Service Feature or monthly usage allowance

  1. If you have:
    • (a) a BT Mobile SIM Only Plan, you can:
      • (i) upgrade your Service, a Service Feature or monthly usage allowance as many times as you like; and/or
      • (ii) move from your BT SIM Only Plan to a BT Mobile Handset Plan; or
    • (b) a BT Mobile Handset Plan, you can upgrade or change the Service, a Service Feature or monthly usage allowance as many times as you like provided that your Core Service Charges don't decrease and that you don't change your BT Handset.
  2. If you choose to upgrade or change your Service, Service Feature or monthly usage allowance a new Minimum Term may apply. You also may need to pay any applicable activation charge. If this is the case, we'll tell you before you confirm your upgrade or change your Service, Service Feature or monthly usage allowance.
  3. If you upgrade from a BT Mobile SIM Only Plan to a BT Mobile Handset Plan you'll keep your current phone number and SIM Card, if it's the right size for the Equipment you've ordered, and we'll send you the Equipment. If your existing SIM Card is not the right size for the Equipment you've ordered, we'll send you a new SIM Card with the same phone number that you'll need to activate and we'll deactivate your old SIM Card. You'll return your old SIM Card to us if we ask you to.
  4. If you choose to upgrade your monthly usage allowance as part of changing your BT Mobile SIM Only Plan or BT Mobile Handset Plan, you'll receive the full monthly usage allowance of your new BT Mobile SIM Only Plan or BT Mobile Handset Plan immediately. The Charges for the new BT Mobile SIM Only Plan or BT Mobile Handset Plan will continue for the remainder of your Minimum Term (if applicable). In the month that you upgrade:
    • (a) your old monthly usage allowance will count towards your new upgraded monthly usage allowance;
    • (b) we won't bill you for any usage charges that exceeded your old monthly usage allowance that are now included in your new monthly usage allowance; and
    • (c) you'll need to pay the difference in Charges between your old BT Mobile SIM Only Plan or BT Mobile Handset Plan and your new upgraded BT Mobile SIM Only Plan or BT Mobile Handset Plan on a pro-rated basis for the remainder of the month.

Everything else

        30. SIM Card, Equipment, mobile phone number and software

  1. We'll tell you when you should receive the SIM Card and any Equipment. Other equipment may be available from us at an extra cost. If there are any charges for the SIM Card and any Equipment (for example, your BT Handset as part of your BT Mobile Handset Plan), we'll tell you what they are before you make your order.
  2. If we provide you with any Equipment, the risk of loss, theft, damage or destruction of the Equipment will pass to you from the time that you receive the Equipment from us. This means, for example, you're responsible for insuring the Equipment in case anything happens to it.
  3. The Equipment (except the software in it) will automatically become your property once you've paid six complete months of bills for the BT Mobile Handset Plans in full (which is usually six months after the start date of your Minimum Term) unless:
    • (a) you cancel the relevant Service within your Cooling Off Period; or
    • (b) if we have reasonable grounds to suspect fraud,
    • in which case the Equipment will still be owned by us and we may ask you to return the Equipment to us. If you end this Agreement early and want to keep the Equipment which is owned by us, you must pay us the early termination charges or, if no early termination charges are payable, you must pay us the price of the Equipment in full less any discount we give you. The value of the Equipment in full may be more than the price you've paid us already (for example if you were given a discount in return for taking the Service for its Minimum Term or received the Equipment for free) and can be found in the Tariff Guide. We'll tell you how much you need to pay us and when the Equipment (except the software in it) will become your property.
  4. Until you've paid your first six complete monthly bills for the BT Mobile Handset Plan in full, the Equipment will always be owned by us unless we tell you otherwise. During this time:    

                1. (a) you'll look after the Equipment with reasonable care, keep it in good working order and won't damage or destroy it. If the Equipment is damaged other than through fair wear and tear, you'll have to pay for it to be repaired                 or  replaced;
                2. (b) you'll only download software applications and other programmes from approved third parties,
                3. (c) you'll not alter, remove or replace any parts in the Equipment unless we ask you to (for example, if we're helping you to fix a problem); and
                4. (d) you must not permanently give, lease or sell the Equipment to anyone else unless we agree that you can.

        5. Any Equipment that we provide to you may be locked to our network. If it is possible to unlock your Equipment and you ask us to do so, we may charge you a fee. Details of the amount that we may charge you is set out in the Tariff         Guide, which you can view at bt.com/tariffguide.
        6. You don't own the phone number we allocate to you. It is owned by OFCOM and may be allocated to another person in the future if you don't take it with you (by requesting your PAC) when you end the Service.
        7.  You don't own the SIM Card. The SIM Card will always be owned by us. The SIM Card may be deactivated when you end the Service. If we ask you, you'll return or destroy the SIM Card.
        8. The software in the SIM Card and any Equipment is owned by or licensed to BT. Sometimes you'll have to agree to the terms of an end user licence to use software which forms part of the Service, Service Features, the SIM Card or         the Equipment. You won't have to pay any charges under any end user licence unless you've agreed to do so.
        9. You'll allow software in the Service, the SIM Card or any Equipment to be changed (for example updated, upgraded or replaced). Software changes may happen automatically.
        10. You won't connect any equipment (including the BT Handset, Other Handset or the SIM Card) to our network that may harm it or anyone else's equipment or services. If you do, you'll disconnect it straight away, or allow us to, at         your expense.
        11. We can only support and be responsible for the Equipment and the SIM Card. If you wish to use any non-BT equipment (such as an Other Handset) it's your responsibility to check that such equipment is compatible with the         Service.

        31. How to get in touch with us and how we'll contact you

  1. We'll give you any notice in writing by email or post. We'll send you all other notices by email, post, voicemail, text or other form of electronic message and will assume for notices by post that you've received them two Working Days after we've sent them. We'll send all bills and notices served by post to your Address. It's your responsibility to ensure you read the notices that we send to you.
  2. You may contact us by phone at 0800 800 150 or on your BT Handset or Other Handset that uses a SIM Card at 150. Calls are free from landlines and BT mobiles, and charged at your operator's standard rate from other mobiles. You may also email us or contact us via any other method set out at bt.com/contact.

        32. Parental controls

  1. Parental controls are turned on by default. You can turn the control on or off or change the level of control you want by visiting bt.com/mymobile.
  2. Parental controls apply independently for each SIM Card on your account. Before you give the SIM Card to someone who is under 18 years old, you must ensure that the parental controls are turned on.
  3. You're responsible for setting parental controls or any other controls that are available for any Service and keeping them up to date. When parental controls are activated:
    (a) based on the choices you've made, we limit access to sites we (or our supplier) believe should be blocked because they may be unsafe or unsuitable for you to view or access; and
    (b) websites are sorted for blocking by our supplier. We aren't responsible for categorising websites or for you being able to access websites.

        33. Sorting out complaints

  1. From time to time you may need to contact us to sort out a problem that you're having with the Service, the SIM Card or the Equipment. Our Customer Complaints Code tells you how to contact us and the process for dealing with any complaint or dispute. You may see a copy of the code at bt.com/complaintscode. Alternatively, you can ask us to send you a copy.
  2. We'll try our best to work through any complaint or dispute that you may have with the Service, SIM Card or Equipment. If we can't do this, you may be able to refer the matter to a dispute resolution service and get an independent view. Details of how and when to refer a dispute are set out in our Customer Complaints Code.
  3. If we haven't reached an agreement within eight weeks of receiving your complaint, or we agree in writing before the eight weeks is up that the dispute will be settled by independent adjudication, you may refer your complaint for independent consideration through Alternative Dispute Resolution by the Ombudsman Services: Communications. You can find out more on their website at ombudsman-services.org/communications or by giving them a call on 0330 440 1614. This service is absolutely free of charge.
  4. You may also be able to refer a dispute to the European Online Dispute Resolution platform at .ec.europa.eu/odr. The platform is a web-based platform which is designed to help consumers who have bought goods or services online. It provides access to independent alternative dispute resolution services which are usually free for you to use.

        34. Transferring this Agreement

  1. This Agreement is between you and us only. You mustn't transfer it to anyone else, or to try to do so. We can transfer this Agreement, our rights or obligations to anyone else (including in situations where we reorganise the way in which we structure or run our business) as long as this does not negatively affect your rights.

        35. Other things we need to tell you

  1. We and our suppliers retain title to and ownership of any and all intellectual property rights in and in connection with the Service, the SIM Card and the Equipment.
  2. Only you and us may enforce this Agreement. No other person has a right to enforce this Agreement or benefit from it (except in accordance with Paragraph 34.1).
  3. If any of this Agreement is held not to apply or is not enforceable, all other paragraphs and sub-paragraphs will still apply.
  4. We may record calls (including marketing calls) to help us with training and to prevent ID fraud. We also record all 999 and 112 emergency calls.
  5. This Agreement is under English and Welsh law and English and Welsh Courts have exclusive jurisdiction, unless:
    • (a) you live in Scotland, in which case Scottish law applies and the courts of Scotland have exclusive jurisdiction; or
    • (b) you live in Northern Ireland, in which case the laws of Northern Ireland apply and the courts of Northern Ireland have exclusive jurisdiction.

Definitions

  • Address - means the address of your home in the UK that you tell us from time to time.
  • Agreement - means these terms and conditions, our Tariff Guide, our Price List and the BT Policies.
  • BT Broadband Service - means the home broadband service provided by BT.
  • BT Handset - means any mobile telephone that we provide to you as part of your BT Mobile Handset Plan.
  • BT ID - means a user ID which we'll provide and a password that you must choose for use when accessing the BT services.
  • BT Mobile Handset Plan - means a mobile phone plan for a set price that includes: (a) the amount of minutes, text messages and data you can use each month; and (b) a BT Handset, where we provide you with a SIM Card in order to use the Service.
  • BT Mobile SIM Only Plan - means a mobile phone plan for a set price that includes the amount of minutes, text messages and data you can use each month with a compatible Other Handset, where we provide you with a SIM Card in order to use the Service.
  • BT Policies - means: (a) the Privacy Policy set out at bt.com/privacypolicy; (b) the Acceptable Use Policy set out at bt.com/acceptableuse; (c) the Complaints Code set out at bt.com/complaintscode; and (d) any other policies we tell you about from time to time, including any additional terms and conditions set out at bt.com/mobile. We may need to change our policies every now and then to adapt to our customers' needs. Our latest policies will always be posted on our website which you may find by searching for the relevant policy on the "help" section. Please keep checking for updates.
  • Charges - means the fees you pay for the Service or Service Features which are set out in your Order Confirmation together with any other fees (for example, any connection or activation fees) set out in or payable in accordance with this Agreement, the Tariff Guide or the Price List (and which include the Core Service Charges, any deposit that we ask you for and any Out Of Plan Charges and Excluded From Plan Charges).
  • Cooling Off Period - means the period from the date this Agreement is made until 14 days after the latest of: (a) the day after the delivery of the Equipment (if any) and SIM Card (if any); (b) the Service Start Date; and (c) the day on which you receive your Order Confirmation.
  • Core Service Charges - means your subscription charge for your chosen BT Mobile SIM Only Plan or BT Mobile Handset Plan and any additional BT Mobile services that you've agreed to pay us a monthly charge for.
  • Equipment - means the BT Handset or any other device we provide to you, which enables you to access the Service when used with our SIM Card, and any other goods we provide to you under this Agreement (for example, BT Handset chargers, headphones or cases) but excluding the SIM Card.
  • Excluded From Plan Charges - means any additional charges for services that may be available to you but aren't included in your BT Mobile SIM Only Plan or BT Mobile Handset Plan. For example, roaming, international calling, multimedia (picture) messages, premium rate services and calls to premium rate telephone numbers.
  • Handset Cancellation Period - means the period from the date we accept your order for the BT Mobile Handset Plan until 14 days after the latest of: (a) the day after the delivery of the Handset and SIM Card (if any); (b) the Service Start Date; and (c) the day on which you receive your Order Confirmation for the BT Mobile Handset Plan.
  • Minimum Term - means, for the Service, any initial or later period of time you've agreed to pay for the Service (which is set out in your Order Confirmation).
  • Order Confirmation - means the letter, email or other method of communication we send you after we accept your order for the Service, confirming important things like the description of the Service, the Minimum Term as well as details of the Charges.
  • Other Handset - means a mobile telephone that you already own, have purchased separately or has been provided to you by someone else to use with a BT Mobile SIM Only Plan.
  • Out Of Plan Charges - means any additional charges that you incur as a result of exceeding the monthly allowance of minutes, data and text messages described in your BT Mobile SIM Only Plan or BT Mobile Handset Plan.
  • PAC - means a unique code known as a Porting Authorisation Code.
  • Service - means the BT Mobile service (as described in Paragraph 6) including any SIM Card(s) and any Service Features chosen by you and provided as either: (a) the BT Mobile SIM Only Plan; or (b) the BT Mobile Handset Plan, set out in your Order Confirmation, your bill and on the "My BT" page on our website.
  • Service Features - means any products, features, functionality, or add ons provided by us to you in addition to or as part of the Service (please note that additional terms and conditions may apply).
  • Service Start Date - means:
    • (a) if you're a new BT Mobile customer, the earlier of: (i) the date we make the Service available to you (which is one Working Day after the date we post the SIM Card and any Equipment to you); or (ii) the date you start to use the Service; or
    • (b) if you've upgraded from a BT Mobile SIM Only Plan to a BT Mobile Handset Plan, the date we make the Equipment and SIM Card (if applicable) available to you (which is one Working Day after the date we post your Equipment and SIM Card (if any) to you); or
    • (c) if you're transferring to us from another provider, the later of: (i) the date we use your PAC to transfer you to the Service; or (ii) the date we make the Equipment and SIM Card (if applicable) available to you (which is one Working Day after the date we post your Equipment and SIM Card (if any) to you).
  • SIM Card - means the mobile SIM Card which we provide to you so that you can use the Service. We will own the SIM Card at all times.
  • Working Days - means days that are not Saturdays or Sundays or bank or public holidays.

Back to top