What your BT contract says

In short

This is a residential broadband and phone contract with BT (British Telecom). BT provides fibre or copper broadband and a landline to your home. Most BT packages come with a minimum term of 24 months (if you leave early, you have to pay a cancellation fee). Your broadband speed depends on your line and area; BT guarantees a minimum speed and will let you leave penalty-free if they cannot deliver it. BT is regulated by Ofcom and must follow rules on pricing transparency and mid-contract price rises.

What you agree to do

• You must pay your monthly bill by direct debit or other agreed payment method.
• You must return any BT equipment (router, hub) if you cancel or switch provider.
• You must keep your account details and passwords secure.

What you can ask for

• You can cancel within 14 days of signing up under the cooling-off period.
• You can leave without penalty if BT raises your price mid-contract (unless the increase is linked to CPI/RPI, which is permitted).
• You can leave without penalty if BT cannot deliver the minimum guaranteed broadband speed.
• You can complain to Ofcom or the Ombudsman Services: Communications if BT does not resolve your issue.
• You can keep your phone number when switching to another provider (number portability).

Points worth knowing

• 24-month minimum contract with early exit feesMost BT broadband packages lock you in for 24 months. If you leave early, you must pay a cancellation charge based on the remaining months of your contract.
• Annual price rises linked to CPI + 3.9%BT raises prices every April by CPI + 3.9%. Because this is written into the contract, you cannot use it as grounds to leave penalty-free. Your bill will go up every year.
• Speed not guaranteedBT provides an estimated speed range, not a fixed guarantee. Your actual speed may be lower depending on your line, distance from the exchange, and network congestion.
• Data usage and fair use policyAlthough BT advertises unlimited broadband, there is a fair use policy. Extremely heavy usage could result in traffic management during peak hours.

Dates and deadlines

Monthly bill payment

Due monthly by direct debit; date set when you sign up

Cooling-off period

14 days from sign-up to cancel without charge

Minimum contract end date

24 months from activation (after this you can leave without penalty)

Annual price increase

Every April, price rises by CPI + 3.9%