Most asked questions

  • What happens if I move home?

    Great news! You can move your BT phone, broadband and TV services quickly and easily using our simple online home move service.

    Find out more here

  • How am I billed for a BT package?

    BT phone, broadband and TV packages are included on your main bill.

    You'll only be charged for your package from the date all your package services are available. However, your telephone line rental charges will start from the date your telephone line is activated.

    The first bill will show standard advance charges for your service, from the date of the bill to the date of the next scheduled bill. It may be higher than you expect because it will also include package charges from the date your service was activiated up until; the date of your first bill.

    Future bills will only include the usual advance charge including any line rental and call or TV charges, unless you've changed your package.

    Full terms and conditions are available here

  • Is VAT included?

    Yes – all our prices include VAT.

  • If I switch to BT whilst in contract with another provider will they charge me?

    Contact your current supplier to find out if they will charge you.

  • Why do I need to be credit checked?
    • To successfully order certain products you will need to pass a credit check. This means that we will check internal and/or external credit references once you've given us consent to do this check.
    • Credit reference agencies will maintain a record of our search and the information we give them, including whether your application is successful. These records may be seen and used by us or other organisations to help make decisions on you and your financial associates on credit, insurance matters, for debt tracing and to prevent fraud and money laundering.
    • If you want to find out more about credit checks and your credit history please contact Equifax below.

    Equifax Credit File Advice Centre
    P.O. Box 1140
    Bradford
    BD1 5US
    Phone: 0870 010 0583
    Website: www.myequifax.co.uk

  • Are existing customers eligible for introductory offers?

    Unfortunately, introductory prices and offers are only available to new to BT broadband customers.

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