Terms and Conditions

 

Trial BT Total Broadband and BT Total Broadband Anywhere service terms

 

Important information:

For the purposes of the BT Webwise trial, the BT Total Broadband and BT Total Broadband Anywhere service terms will be replaced by these service terms. By participating in the BT Webwise trial you accept this change in the BT Total Broadband and BT Total Broadband Anywhere service terms.

What we provide

  1. The service we agree to give you includes:
    • high-speed network access to the internet;
    • helpdesk services; and
    • other applications and features as described at www.bt.com/broadband.
  2. If you are a BT Total Broadband Anywhere customer we will give you a mobile handset which when used with the service enables you to:
    • make and receive voice calls;
    • send and receive information (including messaging services such as SMS (short messaging service) and MMS (multimedia messaging service) and e-mail);
    • access the internet.
  3. You may choose up to five other users who can receive the BT Total Broadband Anywhere service. You will be responsible for all these users under your agreement. We may refuse to provide the service to other users depending on your credit rating and history of paying bills on time.
  4. The BT Total Broadband Anywhere service may be affected by geographic, atmospheric or other conditions or circumstances beyond our control.
  5. The BT Total Broadband Anywhere service is not available in all parts of the United Kingdom or in all other countries, and may be restricted to certain areas within those countries where service is available.

When the service starts

  1. The service will begin and the minimum period starts on the day we send you the BT Hub and any other equipment required to use the service, or on the day we activate the service whichever is later. For other users the service will begin on the day we send the additional mobile handsets.

Minimum period and ending your agreement

  1. Separate minimum periods will apply to the service we supply to you and to each other user depending on the pricing option and package you choose.
  2. You may cancel your agreement or service to any other users before we send out the relevant equipment to you or any other users. We will not charge you for the service and we will refund any payments you have made to us for any equipment we have provided.
  3. If you order BT Total Broadband at the same time as BT Total Broadband Anywhere service you may end your agreement for the service or service to any other users at any time up to 14 days after the equipment has been sent to you without having to pay a charge for ending it early. You will, however, have to pay usage charges. You must also return all the equipment that we have provided to you.
  4. If you already have the BT Total Broadband service at the time you order BT Total Broadband Anywhere you may end your BT Total Broadband Anywhere service at any time up to 14 days after the date the BT Total Broadband Anywhere service begins, without having to pay a charge for ending it early. You will, however, have to pay any usage charges. You must also return any mobile handsets that we have provided to you to use the service.
  5. If you end your agreement for the service during the relevant minimum period you will have to pay a charge, by way of compensation to us, for ending it early unless paragraphs 9 or 10 of these service terms apply or you are ending your agreement because of a change made which is to your significant disadvantage. You will find details of these charges in the price terms.
  6. If you want to end your agreement, you may do so by giving us 30 days notice unless paragraphs 9 or 10 of these service terms apply.
  7. If you are using any services, applications or features which are free of charge, these will end on the day your agreement with us ends.

Moving home

  1. If you move home within the UK, and let us know at least seven days before you do so and in line with the home mover policy (as set out at www.bt.com/broadband), we will continue to provide the service, if we are able to, at your new address. If we are not able to provide the service at your new address, and you are still within your minimum period, you will not have to pay a charge for ending the service within the minimum period. If we continue the service at your new address, the rest of your minimum period or a new three-month minimum period will apply, whichever is greater.

Things you need to know about BT Total Broadband

  1. All BT Total Broadband options (including any unlimited options) are provided in line with our fair-usage policy as set out in the 'Support and Advice' section at www.bt.com/broadband.
  2. If you constantly go over your usage guideline we may charge you for your extra usage, upgrade you to another BT Total Broadband option that is better suited to your usage or end your agreement. You can find details of the extra usage charges in the BT Total Broadband price terms. If we upgrade you to another BT Total Broadband option the rest of your minimum period or a new three-month minimum period will apply, whichever is greater.
  3. We may also take action to manage the network's performance during periods where there is a high demand. Please refer to the 'Support and Advice' section at www.bt.com/broadband for more details.

BT WebWise

  1. You will have the option to benefit from the BT Webwise service as detailed on www.bt.com/webwise, as part of your service. The BT WebWise service must be switched on and off separately for each user of your service and on each browser and on each machine that you and other users of your service use to access the internet. You are responsible for making sure that all other users of your service know about the BT WebWise service and how to switch it on or off. You and all other users of your service can switch the BT WebWise service on or off at any time by visiting www.bt.com/webwise. You consent, and you agree to ensure that each user of the BT Webwise service consents, to all technical operations that we may carry out in connection with providing the BT WebWise service. These technical operations include, but are not limited to, diverting your (or the other user's) requests for web pages for a very short time in order to manage the BT WebWise service, as well as the operations described at www.bt.com/webwise that are necessary to provide you with relevant advertising. These may include the automatic scanning of web pages and web requests. If you or another user of the BT WebWise service switches the BT WebWise service off, you consent, and you agree to ensure that each user of the BT Webwise service consents to us carrying the technical operations necessary to prevent the BT WebWise service being provided to you or the other user of your broadband service. In some circumstances, your election (and that of other users of your service) to switch the BT WebWise service on or off may, for technical reasons, be lost. If this happens you (and other users of your service) will be required to switch the BT WebWise service on or off again (as the case may be). For full details of why this may happen, and what to do if it does, please visit www.bt.com/webwise.
  2. We will endeavour to keep our list of suspected fraudulent or illegal sites as up to date as possible and to warn you about any sites on this list if you attempt to view them However, we do not accept any liability for any loss you incur in the event that the BT Webwise service fails to warn you about a fraudulent or illegal site.

Changing your BT Total Broadband service

  1. If you change the service a new minimum period will apply unless you are moving home or we have changed your service under paragraph 16 above. If you downgrade your BT Total Broadband option the charge in the BT Total Broadband price terms will apply. You may not change from BT Total Broadband Anywhere to a BT Total Broadband option unless paragraph 10 of these service terms applies.
  2. If you change service, we have the right to move you to a different billing method.
  3. Paragraph 20 does not apply if you have the radio broadband service.

Our responsibility to you

  1. If you suffer a continuous total loss of the service at any time after we have provided it, we promise to put things right by midnight on the second weekday (not public and bank holidays) after you have reported the fault to us.
  2. If we do not do so, we will provide a refund for each day we are late in repairing the service. You will not be entitled to a rental refund if the fault relates to your phone line or is due to equipment you have bought from other suppliers.
  3. You will need to contact us to claim a refund. We will take the amount we owe you off your next bill, unless you ask us to send you a cheque.
  4. Unless we are negligent, our only responsibility is to pay you a rental refund as described in paragraph 24.

 

Additional terms and conditions for BT Total Broadband Anywhere customers:


Using the service

  1. We will give you a usage limit. If you would like to know what it is, you should call BT Mobile on 0800 0322111. If you go over this limit, we may restrict the service we provide.
  2. If you tell us you want to make calls to or from abroad, we may ask you to show that you have a satisfactory credit rating or history of paying bills on time. If you, or any other user, use the service abroad, we will charge for any calls you or they make or receive.
  3. If your mobile handset or SIM card is stolen or lost, you must pay for any replacement. We do not include insurance for lost or stolen mobile handsets in our charges, but it is offered separately at an additional cost. If you lose any mobile handset or SIM card or it is stolen, damaged or destroyed or is likely to be used in an unauthorised way, you or any other user must phone the BT Mobile customer service department immediately. You will be responsible for any usage or other charges until you have told us about the mobile handset or SIM card being lost, damaged or destroyed. If you or any other user loses their SIM card or mobile handset or it is stolen, we will disconnect the SIM card and make sure the mobile handset cannot be used. If you then decide to end the agreement, you must pay the charges shown in the price terms.

Other things we need to tell you

  1. 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. We may check your details with fraud prevention agencies. If you provide false or inaccurate information and we suspect fraud, we may record this information with the fraud prevention agencies. We and other organisations may use and search this information to:
    • help make decisions on credit and credit-related services for you and members of your household;
    • help make decisions on motor, household, credit, life and other insurance proposals and insurance claims for you and members of your household;
    • trace people who owe us money, recover debts, prevent fraud and manage your accounts or insurance policies; and
    • check your identity to prevent money laundering unless you give us other satisfactory proof of your identity.

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