Terms and conditions

Question

Accepted Answer

Some BT Business Broadband lines require a BT Business phone line. You’ll need to sign-up to a minimum contract. Terms and conditions apply. See www.bt.com/terms under the Broadband and Internet Services section for more information.

General

Prices exclude VAT of 20%.

Your service is subject to terms and conditions found at under the Broadband and internet and Mobile services sections. You will be subject to a minimum contract term and at the end of this minimum contract term you will pay the full standard price – see Section 59, Part 2 and Section 10b of the BT Price List found at www.bt.com/pricing.

You will incur a £125 charge for a new line or £20 for reactivation of an existing line or for taking over a working line. There is no charge to switch your line to BT from another supplier. Depending on your site and subject to any survey, you may incur excess construction charges – see Section 45, Part 1 of the BT Price List found at www.bt.com/pricing.

By signing up to Cloud Voice Express your existing BT PSTN service will terminate. Once terminated, BT may not be able to re-instate your PSTN service on the same commercial terms as you may previously have had.

Cloud Voice Express does not guarantee the ability to make calls to emergency services at all times.

Mobile speeds vary by location, coverage and demand.

Compensation

We have a compensation scheme for those rare occasions where something goes wrong, and there are delays in putting it right. See information on compensation scheme at https://business.bt.com/compensation-scheme/.

Hybrid Backup and Always Connected Guarantee

If your Hybrid Backup or 4G Assure service fails to activate within 30 minutes of you reporting a fixed line fault to us, leaving you without a broadband connection, you can claim a one-time credit of £60 to be added to your bill.

To be eligible, you must report a fixed line failure in the correct manner. You’re restricted to one compensation claim during your contract term. Credit will be applied once the fixed line fault is resolved.

Hybrid Backup and next day set connection

We deliver Hybrid Backup the next day if your order is placed by 12pm Monday to Friday and you pass credit checks. Orders placed at the weekend will be delivered on Tuesday, or Wednesday for bank holidays.

Complete Wi-Fi Money back guarantee

The Complete Wi-Fi Guarantee is valid for a period of 6 months from the Service Start Date. The Complete Wi-Fi Guarantee will cover the main building at your site, but will not cover any Broadband faults or any outbuildings or extra sites. If your Complete Wi-Fi fails to provide a strong signal, BT may send you up to five additional Wi-Fi Discs. If you have three or more Wi-Fi Discs, you can request for a BT engineer to visit your Site to maximise performance. If your Complete Wi-Fi still fails to provide a strong signal, you will be entitled to cancel the Complete Wi-Fi add-on during the guarantee period and claim a refund of up to a maximum of 6 months’ previous Charges for the Complete Wi-Fi add-on. If you cancel the Complete Wi-Fi add-on under the Complete Wi-Fi Guarantee, your BT Broadband plan will continue unaffected. You must return all Wi-Fi Discs to BT.

Speed Promise

Before your service starts, we will provide you with the Minimum Guaranteed Access Line Speed and an estimate of the upload and download speed you may expect. If after 10 days from the start of your service your speed is regularly at or below this speed, you may contact BT and BT will try to fix it. If BT is unable to fix it within 30 days, you can terminate your service without paying any charges (other than for any service already received) but you must return any BT Hub. Please see minimum guaranteed download speed for more information.

UK’s largest Wi-Fi network

You can get onto our Wi-Fi as long as you're in one of our Wi-Fi hotspots and your device has wireless internet.

Ultrafast

Several factors can affect your speed (such as distance to the street cabinet). To check the speed at this location visit: www.business.bt.com/products/broadband-and-internet. Not all lines in Ultrafast enabled areas can support the Ultrafast service.

Speed Estimates

The speed ranges we show are estimates based on business peak time between 12.00 and 14.00. The estimates take into account congestion on the network at these times. Your actual broadband speeds depend on a number of factors, including distance from the exchange, your equipment, the quality of your line, the number of people connected at the same time, and whether Wi-Fi is being used. It can take up to 10 days for your line to settle at its maximum stable speed.

Enhanced IT support

Enhanced IT support included with Enhanced broadband only.

All IP Voice Products

In the event of a power cut, you won’t be able to make calls on a digital network. Extra support may be available if you don’t have access to a mobile phone or you are worried about being able to call emergency services.

Cloud Voice Express app

Cloud Voice Express – Subject to £30 one-off charge for each Cloud Voice Express digital phone line. £125 installation charge for a new line or £40 for reactivation of existing phone line. Charges effective from 01/08/23.

The Cloud Voice Express app requires the latest iOS or Android operating system and an internet connection.

Keep the same number for life

Subject to having a Cloud Voice Express service with BT. BT has the right to cease your number in certain circumstances. See the Cloud Voice Express terms under the ‘IP Communications’ heading for details.

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