warning

Unfortunately you're using an unsupported browser. Please update it and try again.

FAQs

If you have any questions about these changes, please refer to the FAQs below.

Why are you making these changes?

The changes to your terms are a result of new EU regulations designed to protect you, otherwise known as the European Electronic Communications Code (EECC).

What is the European Electronic Communications Code (EECC)?

The EECC is an EU directive which regulates electronic communications networks and services in the EU. The code is enforced by Ofcom, the UK’s communications regulator.

Why does this matter when the UK has left the EU?

The UK is bound to the EECC as part of the Brexit transition period agreement and BT must comply with the requirements of the code.

Can I leave my Contract early as a result of these changes?

No, these changes improve the rights you have currently. They are designed to protect you from future changes to your services which are not to your benefit.

How will I know of future changes to my Service?

We’ll continue to notify you of any changes in accordance with the terms and conditions, including telling you whether you have the right to cancel a service or leave your whole Contract if appropriate.

If my monthly price is increasing in line with inflation can I leave my Contract early?

Where applicable, annual CPI price increases are written into our terms and conditions, and you are asked to agree to these terms at the point of sale. An annual CPI related price increase does not allow you to leave your Contract early.

What do the changes to roaming pricing mean?

Sometimes our roaming partners (Telco’s like us in other countries) put up the cost of roaming. When they do that your roaming cost will increase too, but you will be able to cancel your Contract if the increase is material for you.

It’s very similar to how things are today but due to the new rules we have to make that clear to you.

What do the changes to international calls pricing mean?

Sometimes our international partners (Telco’s like us in other countries) put up the cost of calls and texts to those countries from the UK. When they do that your international calls and/or texts cost will increase too but you will be able to cancel your Contract if the increase is material for you.

It’s very similar to how things are today but due to the new rules we have to make that clear to you.

What if I want to cancel when you make changes and I've not been told I can?

You can contact us whenever we make a change to your service to discuss your options.

The changes mean that:

  • You may have more frequent opportunities than currently to cancel your Contract where we make changes to it. With effect from 1 June 2022, any changes to your terms and conditions that are not exclusively to your benefit may give you the right to leave your Contract early with no early termination charges.
  • In some situations where we make changes to your terms and conditions, you may be able to leave other Contracts you have with us and we will tell you when that happens.
  • For mobile services, we can increase the cost of roaming calls (calls made while you’re outside the UK) because our roaming partners increase the costs. If we do, you will have the right to leave your Contract if you are materially worse off.
  • For mobile and fixed services, we can increase the cost of international calls and text (calls made while you’re in the UK) because of increases in wholesale costs. If we do, you will have the right to leave your Contract if you are materially worse off.
  • It’s clearer that there is a separate set of terms and conditions for each product you have with us.
  • We’ll continue to notify you of any contractual changes and your rights in accordance with the terms and conditions.

You can find a copy of the clause that will be incorporated into our legacy terms (where applicable) for the relevant products from 1 June 2022 here