Code of Practice
Internet services from BT Business - Code of practice
On this page:
- About us
- The purpose of this code of practice
- How to contact us
- How to contact other parts of BT
- How to contact related organisations
- Our service philosophy
- Our range of services
- Customer service
- Your privacy
- Communicating with you
- What we’re doing to be socially responsible
- What we’re doing for people with special needs
- We value your feedback
We're the business division of BT's mass-market Internet Service Provider (ISP) - one of the UK's leading ISPs. We deliver narrowband (dial-up) and broadband services to businesses throughout the UK.
The purpose of this code of practice
We hope this code helps you:
- access details of our services and products;
- understand what you can expect from us after you’ve made a purchase or registered for a service; and
- find out how to contact us.
This code of practice has been approved by Oftel (Office of Telecommunications), which is now part of Ofcom (Office of Communications).
How to contact us
1. Contacting us online
The best way of contacting us is to do so online. The links below lead to specially designed forms or to other online services. These collect the information we need to deal with your enquiry quickly.
If you're a BT Business Broadband customer, you can contact these teams:
If you're a BT Business Connect (dial-up) customer, you can contact:
2. Other ways to contact us
How to contact other parts of BT
If you need advice, information or help about other parts of BT, please call BT free of charge on the following numbers:
- For residential customers: Freefone 0800 800 150 (8am to 8pm, Monday to Saturday)
- For business customers: Freefone 0800 400 400 (8am to 6pm, Monday to Saturday)
You can also find further contact information on the main BT website.
How to contact related organisations
- Office of Communications (Ofcom) – the government regulator of the telecommunications industry. Email
- Advisory Committees on Telecommunications (ACTs) – these committees advise Oftel and the telecommunications industry. Email
- Internet Watch Foundation – works to reduce illegal content as far as possible. Email
- ICSTIS – the Independent Committee for the Supervision of Standards of Telephone Information Services regulates the content and promotion of premium-rate services. Email
- Office of the Telecommunications Ombudsman Otelo – the independent provider of our dispute resolution process. Email
Our service philosophy
We’re dedicated to being the base from which you can manage your communications and explore the internet.
We hope to put ‘the world at your fingertips’ by helping you access, use and manage your online activities.
We want your online experience to be rewarding, productive and successful.
To help achieve this, we aim to provide you with:
- a range of access packages, tools and services to help you make the most of the internet;
- a service that’s simple to use, all the time;
- referenced and interactive help, advice, tutorials, guides and support; and
- plenty of opportunities to send in your feedback.
We care about the quality of service you receive and we want to help you make the most of it.
Our range of services
We offer a wide range of internet access packages and payment options for business customers.
Our business broadband packages include products you can install yourself and offer a choice of:
- download speeds (from up to 500Kbps to up to 2Mbps);
- single or multi-user set-ups for PC or Mac; and
- static or dynamic IP addresses. (Static IP addresses are assigned to computers on a permanent basis. Dynamic IP addresses are assigned to computers only for the time they're connected to the internet.)
- Self-installation or engineer-assisted installation
Our narrowband (dial-up) products include fixed-fee and pay-as-you-go services.
For home use – see our basic product and service summary.
We also provide extra value-added services, such as wireless networking, homeworker and web design solutions. We're developing a range of applications and services (some of which are free) for our customers and for those using other Internet Service Providers (ISPs).
Everyone uses our service differently. We research how our customers connect to the internet and at what times. Our support teams are on hand 24 hours a day to help you get the most out of our service.
We value your opinion on whether you feel you're getting value for your money for the content you access and the applications you use.
Your satisfaction is important to us. That’s why we regularly talk to a sample of our customers – we learn from you how to keep improving our service.
Sales and marketing
You can buy most of our products online and by phoning our sales team. The contact details are in the "How to contact us" section above.
Our sales practices meet all relevant legislation.
Quality of service
Connection speeds to the World Wide Web vary depending on how many people are online. We do our best to give you an excellent quality of service at all times.
Here are some points on service reliability.
- Our service (access, email and hosting) is designed to be available 24 hours a day, every day. It is monitored by automated programs and skilled engineers, with extra teams available if any service problems arise.
- The main service capabilities (including email) have been designed with extra components to reduce the risk of a single equipment failure causing a total loss of service.
- All planned maintenance and service upgrades are scheduled for completion outside normal business hours.
- You can check service status 24 hours a day using our free Service Status lines, or online using our home or business website (see contact us).
- We don’t offer any service level guarantees, and under our terms of service we aren’t liable for indirect or resulting losses.
Ordering our service - BT Business Connect (dial-up)
By signing up online for any of our dial-up internet access products, you're agreeing to receive service immediately. If you have suitable equipment and an appropriate phone line, you should be able to use your product immediately or soon after ordering. For some products, however, you'll need to arrange installation yourself (e.g. Local Area Network (LAN) products).
To find out more about what we’re committed to providing you and when, please see our Terms & Conditions
Ordering our service - BT Business Broadband
When you order one of our broadband products, we'll confirm that the service is available and carry out a line test and survey. We'll then supply your equipment and activate your service.
BT Business Broadband product equipment that you can install yourself should be with you for you to set up and activate within around 7-10 working days of your order. BT Business Broadband product equipment that needs to be installed by a BT engineer should be set up and activated within around 10 working days of your order.
To find out more about what we’re committed to providing you and when, please see our Terms & Conditions.
Communicating with you
We try to make it as easy as possible for you to contact us at any time by mail or email, and during most days by phone. All our contact details are published on our website.
We have to tell you about any changes that affect the terms and conditions of our service, giving you 14 days’ notice of any changes.
Here are our current Terms & conditions:
We'll also keep you up to date with more routine service changes that don't affect our Terms & Conditions of service.
We send all our service communications to your main email address - the address you chose when you signed up for the service (for example, email@example.com or firstname.lastname@example.org). If you use a different address, we strongly advise that you regularly check your main email address for any important service information from us.
Receiving marketing and other information
Apart from communicating with you about matters that affect your service, we also give you the opportunity to receive other information, including BT products and special offers.
You'll see a link at the bottom of our emails that allows you to change your mailing preferences.
What we’re doing to be socially responsible
We want your use of our service to be an enjoyable experience. For the benefit of all users of the internet, our Acceptable Use Policy contains guidance on internet good behaviour and the steps we may take to prevent anyone abusing the service.
You can be vulnerable on the internet, and we offer a selection of tools (some of which are free) that can help you make your experience on the internet safer. See our safer surfing section and our business homepages for any current services, offers and promotions.
What we’re doing for people with special needs
We want customers with special needs to be able to access all our online communications as easily as possible.
BT has a dedicated web site advising older or disabled customers how to make the most of today's communication services.
We’ve tried to make this code of practice easy to read and understand. However, if you’d like more details on certain words, please take a look at our glossary – we hope this helps.
We value your feedback
This code of practice has been approved by the Office of Telecommunications (Oftel), which is now part of the Office of Communications (Ofcom), the regulator for the UK communications industries. The code will be regularly reviewed in line with Ofcom's requirements.
You are important to us and we value your feedback. If you have any suggestions or questions about this code of practice, please email us.
Cancelling the service – BT Business Broadband
Your broadband service can be cancelled by either party (you or us) giving the other party 28 days notice. To find out more about cancelling the service (including exceptions to the above notice period), please see our Terms & Conditions
In both cases a 12-month contract applies, so charges for the rest of this contract period apply if you cancel your service after we�ve activated it.
We may cancel your service if you break our Acceptable Use Policy. We created this to protect our customers from online abuse.
Click to find out how you can contact us. Charges for calls to our support and helpline numbers vary from free of charge to 50p a minute, depending on which access product you have and which number you call.
Technical questions and repairs
We provide technical support for the range of products we sell but we do not provide support for other products. We’ll do our best to try and fix relatively simple problems, such as password resets, when you first contact us.
We may not be able to sort out more complicated problems, such as those involving hardware or network problems, when you first contact us. If this is the case, we will pass them to our specialist teams. We’ll tell you when we expect to have a full response, and agree a follow-up time and method.
We provide support by phone, email, newsgroups and, in certain circumstances, by an engineer visiting your premises if this is specifically in your support agreement with us. However, we may charge for work you ask us to carry out if it is then identified that BT was not at fault.
Up-to-date prices for our products and services are always available on our web site. We'll email you at your main email address to tell you about any price changes to your service.
We'll send you an invoice every month or three months (for the month or three months to come), depending on the product. You must pay any invoices within 28 days.
Disconnections and cancelling the service
We can suspend or cancel your service at any time - for example, if you do not pay your bill. To find out more about the methods we use to disconnect or suspend customers' accounts and the reasons why we do this, please see our Terms & Conditions
If you want to make a complaint about our service, we can deal with it quicker if you send it to us online.
Please contact us via our contact us page
Sorting out disagreements
If you've gone through our complaints procedure and we're still not able to help you, an independent 'dispute resolution' process may be available. This is managed by the Office of the Telecommunications Ombudsman (Otelo).
We take your privacy very seriously.
Our Privacy statement sets out the personal information we collect about you and how we may use that information. We have a strict policy of not selling customer details to outside marketing agencies without your permission to do so. Even so, our policy also contains information on how to tell us that you don’t want to receive our and our partners’ marketing information.