These terms and conditions were last updated on: 1 April 2018.
BT TV terms and conditions
Frequently asked questions and important terms
Please take some time to read these terms and conditions. They provide important information about the service and any equipment we're providing you with. That includes how we may change the service, the agreement and the charges.
The most important parts of the terms and conditions are explained below.
What service am I getting?
We explain the details of the service, including the charges, in your order confirmation. You can also find details on your My BT account at bt.com.
We provide the service to you through either a set-top box or the player service. When you place your order we'll agree with you which option you should choose. The content through the set-top box may be different from the content on the player service.
We’ll explain that to you when you are placing your order.
How long does the service last and when does it start?
We provide the service for a minimum amount of time (the minimum term), which is set out in your order confirmation. We start providing the service and charging you for it on:
- the day you get your set-top box (if you have chosen to receive the service through a set-top box); or
- the date the service goes live, if you have chosen the player service.
If you change your mind, you can cancel the service in the cooling-off period. We explain how to do that in clause 5 of these terms and conditions.
In some circumstances you can end the service before the end of the minimum term without having to pay a charge for ending it early. These circumstances are explained in clause 14 of these terms and conditions.
In other circumstances, if you end the service during the minimum term, or if we end it early because you’ve broken the agreement, we may charge you a fee for ending the service early. Unless you tell us not to, we'll take this charge from the account
you have given us details of.
Will the charges increase?
We may increase the charges at any time. Read clauses 26 and 27 of these terms and conditions for more information. If you change the service, you'll pay the charge for the new service from the day we agree it will start.
How much notice will I get if you increase the charges?
We'll tell you at least 30 days before we put the charges up, unless:
- there are reasons we can’t give you notice;
- the change is due to a change in the law (such as a change in VAT); or
- a regulator has told us to change the charges.
Whatever the reason for the change, we'll give you as much notice as we can.
If the change significantly disadvantages you, we’ll let you end the service before the end of the minimum term without paying a charge. We explain when this may happen in clause 22a of these terms and conditions.
Will the service change?
BT TV is a variable TV service. This means the content you get may change from time to time. We can’t guarantee that BT TV will be able to show, or keep showing, any particular content (like a particular channel or programme). We may change, replace or
withdraw any of the channels, TV packages, bolt-ons, content, service features or third-party services. For example, we might buy a channel from a third party who no longer wants to sell it to us in the future.
The content we can show may also be different on different devices. For example, the content through a set-top box, the player service and the BT TV app might be different. Also, the content and functions might depend on which device you view the player
service on or have the BT TV app on.
The content you get as part of the service also depends on which BT Broadband service you have. For example, if you’ve got our copper BT Broadband service, you might not be able to view the same content as if you’d had our fibre BT Broadband service.
We'll explain this to you when you buy the service. We may also change other things in the service and the agreement at any time. That includes the minimum term, equipment such as your set-top box, and service features.
We'll tell you about any changes at least 30 days beforehand, unless there are reasons we can’t (for example, if a content provider doesn’t give us enough notice that they’re withdrawing their content). If the change puts you in a significantly worse
position, you'll be able to end the agreement without paying a fee. We explain when this may happen in clause 22a of these terms and conditions.
You may also be able to change your service by contacting us.
What happens if I buy a number of services from BT?
If we provide you with more than one service or item of equipment (for example, if you have more than one of BT Sport, BT Mobile, BT TV or BT Broadband), you'll have a separate agreement for each one (and possibly for different items of equipment). Make
sure you read each agreement carefully. Although some of the terms are the same or very similar, each agreement has important differences.
Some of our services depend on other services. For example, you can only get BT TV if you also have BT Broadband. If we or you end or suspend one service, we may need to end or suspend another. If that happens, we'll tell you.
Also, you may be paying less for the service if you also take another BT service. If you leave the other BT service, your charges may go up. We explain when this may happen in clause 16 of these terms and conditions.
You can also read these terms and conditions, and our policies, at bt.com/legalstuff.
How to contact us
Phone us on 0800 800 150. Calls are free from landlines and BT mobiles. Calls from other mobiles cost the standard rate charged by your provider.
We may record calls (including marketing calls) to help us with training and to prevent identity fraud.
Our Customer Complaints Code tells you how to complain. You can read it at bt.com/complaintscode.
Our terms and conditions for the BT TV service
You should read these terms and conditions carefully as they contain important information.
Who we are:
We're British Telecommunications PLC of 81 Newgate Street, London, EC1A 7AJ. We’re registered in England with company number 1800000. Everyone knows us as BT.
What words mean:
Some of the words and phrases in these terms and conditions have special meanings. Those words are printed in bold wherever they have the special meanings given below.
agreement – the legally binding agreement between you and us for the service. The agreement is made up of the following.
bolt-on - means:
- a collection of content; or
- any stand-alone paid-for channels;
which we provide to you (and charge you for, if appropriate) on top of your TV package (for example, BT TV Kids).
BT ID – the username we'll give you and a password that you choose for when you use BT services.
BT TV app – our app which gives you access to content.
BT TV purchases app – our app which gives you access to buy-to-keep content you've bought through the service.
buy-to-keep content – an item of content (for example, a film, programme or event) which we offer you, for a one-off charge, to watch as many times as you like on the terms set out in the agreement.
channels – the channels we offer as part of the service, which may vary from time to time. This includes paid-for channels and red-button channels (which may be free), but
does not include any channels which are included in any third-party services.
charges – the fees you pay for the service. These are set out in your order confirmation, along with anything else you need to pay (for example, any installation, connection or activation
fees) under the agreement.
content – the content we provide as part of the service, whether paid for or for free. This includes any audio-visual media such as TV programmes and films, apps and other services, the channels, on-demand content and buy-to-keep content, but does not include any service features or third-party services.
cooling-off period – the period from the date the agreement is made until 14 days after:
- the equipment (if any) is delivered;
- the service start date; or
- the day you receive your order confirmation;
whichever happens latest.
equipment – the equipment (if any) we give you as part of providing the service (including any set-top box), as set out in your order confirmation.
home – the address you live at in the UK and that the service is registered to.
minimum term – any initial or later period you've agreed to pay for the service for, which begins on the service start date set out in your order confirmation.
on-demand content – any content (except buy-to-keep content and content included in third-party services) that we provide as part of the service (whether paid for or for free)
which you can watch when you choose, for a limited period of time.
order confirmation – the letter, email or other communication we send you after we accept your order for the service. It confirms important things like the description of the service, the
minimum term and the charges.
paid-for channels – channels which we charge you for (not including any red-button channels).
player service – where you get access to the service through a compatible device of your own rather than through a set-top box we have provided.
red-button channels – extra channels available to you within your chosen TV package and which you can get access to by pressing the red button on your TV remote control or in any other way we offer you.
service features – any products, features or functions we provide on top of, or as part of, the service (for example, the extra box service, the BT TV app and the ability
to view content through the BT TV website). Service features might have extra terms and conditions that you will have to keep to.
service start date – the date the service starts, which will be the date that:
- you receive the set-top box from us;
- the service goes live through the player service, as set out in your order confirmation; or
- any other date we tell you.
set-top box – a device we provide for you to use to receive the service (including any YouView box which we provide to you).
the service – the BT TV service (as described in clause 6) consisting of your TV package, bolt-ons, content, third-party services and service features provided or made available by us or other
businesses (together with any equipment), as set out in your order confirmation, on your bill and on your My BT account (if you have one).
third-party service – any channels (including red-button channels), players, apps or other content or services which are available to you through the service but which are
provided to you by other businesses which may be provided to you for free or for an extra charge (for example, free channels such as Channel 4 and ITV, free catch-up players such as BBC iPlayer, and services from a third party, such as Netflix).
Extra terms and conditions may apply.
TV package – the channels, content and service features we provide as a package from time to time.
working days – Monday to Friday, except bank holidays and public holidays.
YouView– the TV and content service that gives you access to television channels and on-demand content from other providers, and through which we may provide the service.
What are these terms and conditions for?
- (a) These are the terms and conditions which apply to the service.
- (b) If we provide you with another service (for example, BT Sport, BT Mobile or BT Broadband), you'll have a separate agreement for each service. Please read each agreement carefully. Although some of the terms are the same or very similar,
each service has important differences.
When the service starts and how long it lasts
- (a) The service starts on the service start date.
- (b) Unless you change your mind and cancel the agreement in the cooling-off period (see clause 5), the service will last for at least the minimum term. The exceptions are
if you end the service in a way set out in clauses 14b and 14c or we end the service in line with clause 15.
- (c) We might also set a new minimum term during or after your initial minimum term (for example, if you take up one of our offers). We'll always tell you beforehand if we plan to set a new minimum term.
- (d) If you end the service before the minimum term has ended, or if we end it in line with clauses 15b(iii) to 15b(xiv), you may have to pay a fee.
If you get discounted or free equipment in return for taking the service for the minimum term, and you end it early, we may charge you the full price for the equipment. Take
a look at clause 5c and clauses 17c to 17e for details.
You can change your mind
(a) You can change your mind and cancel the service within the cooling-off period.
(b) If we’ve already started providing the service by the time you cancel it, you'll have to pay the full cost of what you’ve used. This won’t take account of any discounts or free offers. It’ll also include any extra charges
such as installation, connection or activation fees.
(c) If you cancel the service within the cooling-off period and we've given you any equipment, the agreement won't end until you've returned the equipment to us. The following will also apply.
Changing your mind about any on-demand content or buy-to-keep content.
(i) You must return the equipment to us within 14 days of cancelling the service. We'll send you some pre-paid packaging to do this.
(ii) If you don't return the equipment within 14 days, you'll have to pay the full cost of it, as set out in our Tariff Guide. That might be more than what you originally paid (if, for example, you got a discount in
return for taking the service for its minimum term).
(iii) Once we get the equipment back (or see evidence that you’ve posted it to us) we'll refund what you’ve already paid for it (if anything). If we think the equipment is worth less because it’s been used or damaged,
we might not give you a full refund.
(d) You can change your mind and cancel any on-demand content or any buy-to-keep content within 14 days of the date you rent or buy it (as appropriate), as long as you haven’t already downloaded, watched
or streamed any of that content. If you cancel on-demand content or buy-to-keep content before you’ve downloaded, watched or streamed any of it, we'll refund you.
What am I getting?
(a) The service is a selection of service features, TV packages, bolt-ons, channels and on-demand content which may change from time to time. It also gives you access to buy-to-keep content and third-party services from other providers.
(b) We provide the service through a set-top box or through the player service. When you place your order we'll agree which option you want. The content on each option might
be different. We’ll explain that to you.
(c) As part of the service you might also get the BT TV app as one of your service features.
(d) You can add bolt-ons to your service. That will mean making changes to the agreement.
(e) You can get on-demand content or buy-to-keep content through the service for a one-off charge. Check our Tariff Guide for details of how we provide both types of content and the charges.
(f) Your service may vary depending on what set-top box you have.
How you can use the service
(a) The service is just for you and your household for personal use (meaning that it should not be used for any trade, business or profession). You're responsible for how the service is used.
(b) You can only watch the content provided as part of the service, including any recordings, at your home. The exception is if you are using the BT TV app in the UK, the
Channel Islands or the Isle of Man or when you're temporarily in another EU country (in which case you’ll be responsible for any costs).
(c) To get and use the service:
- you'll need BT Broadband which has passed a minimum line speed and quality test (that we'll carry out before you place your order); and
- your device must be connected to the internet.
(d) If you receive the service through a set-top box, it must stay connected to the internet.
(e) The content you can get as part of the service depends on the BT broadband service you have.
(f) Using the service may slow down your broadband speed for other internet-based services.
(g) You agree that you’ll do the following in connection with the service.
- (i) Follow any reasonable instructions we give you about the service and help us run our security checks.
- (ii) Get any permission we need to provide the service to you or install anything.
- (iii) Tell us if you change your name, address, email address, mobile number, payment details or anything else we may need to know about.
- (iv) Do everything you can to keep your BT ID username and password private and prevent anyone else from using them. You should also keep your bill and account details safe from fraudsters. There is guidance on this at
- (v) Tell us straight away, and change your BT ID password, if you think or know that someone else knows your BT ID username and password.
- (vi) Use the service lawfully. That means you must not use it in a way that breaks any law, regulation or rule in force in England and Wales, Scotland or Northern Ireland (as appropriate).
(vii) Not do anything which might have a negative effect on:
- our systems, networks, servers, brand, reputation or security;
- other customers' services or equipment;
- other customers’ security; or
- any other person's or business's systems, networks or security.
(h) If we reasonably believe you've misused the service, or have let anyone else misuse it, you might have to pay us for any loss or damage we suffer as a result. There are more details about this in our Acceptable Use Policy
(i) Your use of the service and equipment, and any software you need for them, is protected by:
- laws relating to intellectual property (rights to plans, ideas, or other non-physical assets);
- these terms and conditions; and
(j) We own, or hold a licence for, all copyright, trademarks and other intellectual property rights in the service. We don’t transfer any rights in any content to you, except where the agreement states otherwise.
(k) If you have to download software to get the service, that software may send us information about your device (including information about what you’re using the device for). We explain the type of information we might
What you mustn't do
- (a) You mustn't do, or allow anyone else to do, the following.
(i) Make unauthorised or unlawful recordings of any content or copy, publish, rent out, reproduce, transmit, alter, interfere with or receive any payment in connection with the relevant software or any content you watch, stream or download from the service. (One exception is what’s allowed under the Copyright Designs and Patents Act 1988. For example, you are allowed to record programmes on your set-top box or any other device to watch later.)
- (ii) Attempt to access the BT TV app while connected to a VPN or Proxy.
- (iii) Reproduce any recording made using your set-top box or made from the service.
- (iv) Distribute, broadcast or otherwise transfer any content to another person in any way.
- (v) Display any part of the service in retail, business or commercial premises or for any business purpose.
- (vi) Sell, or charge anyone for watching or using, any part of the service.
- (vii) Show any part of the service to an audience in public, even if you don’t charge.
- (viii) Try to break any security or content-protection rules relating to the service, or compromise the security of the content or any device used for viewing the service.
- (ix) Edit, change, translate or create adaptions or other copies of any content.
- (x) Otherwise use any content or any part of it except how the agreement says you can.
(b) You must not access content provided as part of the service on the same account on more than one set-top box, unless we have provided you with an extra set-top box to
watch the service in another room.
- (a) Unless you have (or had) a minimum term of 12 months or longer for your BT Broadband, any content you watch will count towards your broadband download limit (if you have one). This does not include any
content or third-party services you get through a set-top box.
We may charge you if you go over your download limit, but we'll tell you about it before we do. You’ll find details of the charges in our Tariff Guide.
- (b) If you get the service through the BT TV app or view content on the BT TV website, you're responsible for any costs charged by your mobile or broadband provider.
- (c) There are currently no limits on how much you use the service. In the future we may introduce monthly limits on certain types of content. We’ll publish any limits at bt.com/tv.
If you go over these limits, we might ask you to pay extra. We'll give 30 days' notice before we do this.
Setting up your service
(a) If you need us to install any equipment, we'll agree a date with you. You must let us into your home if necessary.
We might ask you to install some equipment yourself. If we do, we'll send instructions.
- (b) If you need to change or cancel any appointment, you must tell us at least two working days beforehand.
- (c) If we need to change the installation date, we'll try to contact you at least two working days beforehand.
- (d) We might charge you fees for installing equipment or activating your service. If we do, we'll tell you before you complete your order.
- (e) We can only install the equipment if someone over 18, who can make decisions about where to install it, is at home. We'll rely on those decisions when installing the equipment.
- (f) On the day we install the equipment, we might need to disconnect your phone line for a while. If possible, please have a backup for making calls to emergency services.
- (g) Our engineer isn’t responsible for connecting any equipment that we haven’t provided (like a games console).
What we have to do for you
- (a) We provide the service, equipment and installation work at your home. We may take instructions from a person we have good reason to believe is acting with your permission.
- (b) We aim to provide a continuous, high-quality service using reasonable care and skill. However, due to the nature of the service and the equipment we use to provide it, we can’t guarantee that it'll be
available all the time.
- (c) Sometimes there might be faults with the service. We'll fix any faults as soon as we can. Clause 18 sets out what you can do if there’s a problem.
- (d) Occasionally, we might have to interrupt, change or temporarily suspend some or all of the service (including the content). That could be to carry out maintenance, repairs, upgrades or emergency work.
If we do, we'll try to get the service up and running again as quickly as possible.
- (e) In exceptional circumstances, we may have to do things to manage our network's performance. You can read our latest policy at bt.com/broadbandusagepolicy.
- (f) If we know or believe that any of your devices have been infected by malware (software designed to disrupt or damage a computer, such as a computer virus), or if any of your devices try to get access to a malicious website (a website that
attempts to install malware), we might take action. That might mean putting software onto our network to stop the spread of that malware or prevent your devices from going to the malicious website.
Availability of content
- (a) As the service is a variable TV service, we can't guarantee content will always be available. For example, some channels and other content are provided
to us by third parties so we can't guarantee they’ll be available. In certain circumstances, content may only be available in some parts of the UK.
- (b) We can’t guarantee programme information will be accurate or complete. We aim to make content available at the times shown, but that may vary.
- (c) Some content may only be available for a limited time (an ‘access period’). When the access period has ended, the content will no longer be available to you. We'll tell you if this is the case.
- (d) Different content and service features are available with different TV packages. You’ll find more details at bt.com/tv.
- (e) The content we can show may also be different on some devices. For example, the content through a set-top box, the player service, BT TV app and BT website
might be different. The content and functions on the player service and the BT TV app might also be different. That will depend on which device you are using.
Paying what you owe us
- (a) You must pay the charges for the service, whether it is you or someone else who uses it.
- (b) We’ll normally bill you in advance (for the period ahead) every month or every three months, depending on what we’ve agreed. But you’ll pay one-off charges (like rentals or purchases) in a later bill.
- (c) You'll get your bills at bt.com/youraccount. If you'd like paper bills, ask us and we'll send them to you if we can. We may charge you an extra fee, but we’ll tell you about this
- (d) You must pay any bills as soon as you get them, unless we agree otherwise with you.
- (e) If you genuinely think any amounts on your bill are wrong, tell us straight away. We won't suspend or end the service while we look into the matter (as long as we think it’s genuine). You must pay any amounts you agree
that you owe.
(f) If you don't pay your bill on time, we'll phone you or send you a reminder. If you still haven’t paid:
we might add a charge to your next bill. You may also have to pay a charge to us if a direct debit or cheque bounces because you don't have enough money in your account. VAT is not added to these.
- seven days after we remind you (if you pay monthly); or
- 10 days after we remind you (if you pay every three months);
- (g) If you haven't paid a bill, we won't normally suspend or end the service until 21 days after the date your payment was due (28 days if you pay every three months). However, if this isn’t the first time you haven’t paid
a bill on time, we may end the service earlier.
(h) If you don't pay your bill, we may give details, including your personal information, to a debt-collection agency and ask them to collect the money for us. If we do, you'll have to pay an extra charge to compensate us. The charge won't be more than
the reasonable amount we have to pay to the debt-collection agency, who will add the charge to your debt. VAT will not be added to any extra amounts added to your bill.
We might also transfer your debt to any other business (in which case, your personal information will also be transferred) who might then try to collect the money in a way it thinks is suitable.
This clause continues to apply after the agreement with us has ended.
- (i) By agreeing to take the service from us, you agree to us sharing details of your BT payment history with credit-reference agencies. If we choose, we’ll share your personal information with agencies like Experian or Equifax
in line with the Data Protection Act 1998.
- (j) Unless you tell us not to, we may take amounts you owe from the bank account or the credit-card or debit-card account you have given us details of. By entering into the agreement you are authorising us to do this.
Ending the service
When you can end the service
- (a) If you change your mind about the service, you can cancel the agreement during the cooling-off period, as explained in clause 5. You won't have to pay a fee for leaving early.
- (b) After the end of the cooling-off period you can cancel the agreement at any time by giving us 30 days' notice. However, if you're within the minimum term you may have to pay a fee for leaving early, depending
on your reason for cancelling.
(c) You won't have to pay a fee for leaving early if you are cancelling:
- (i) because we have broken a significant term of the agreement;
- (ii) under clause 28a, after we have moved you to another TV package; or
- (iii) because you have moved home and we can't give you the service at your new address.
- (d) If you are buying a bolt-on, you agree that you want your content immediately and therefore don't have 14 days to change your mind. You can cancel a bolt-on at any time by giving us 30 days' notice.
When we may restrict, suspend or end the service
- (a) We can stop providing the service and end the agreement at any time by giving you at least 30 days' written notice.
(b) If you break the agreement, we'll normally let you try to put things right within a reasonable time. But we may limit, suspend or end all or part of the service immediately if any of the following applies.
- (i) We have to end the agreement by law or in line with any regulation.
- (ii) We can no longer provide the service (or part of it), or we have suspended or restricted a related service.
- (iii) You have broken the agreement and not put things right within a reasonable time.
- (iv) You have seriously misused the service.
- (v) You or anyone using the service has acted towards our staff or agents in a way which we think is unsuitable or serious enough to justify suspending or ending the service.
- (vi) You are not paying for the service (as described at the end of clause 13g) or are paying in a way we haven’t agreed with you.
- (vii) You have cancelled your direct debit and we haven't agreed another way you can pay.
- (viii) We reasonably suspect fraud or other unauthorised activity.
- (ix) It’s reasonable for us to do so to protect our network and maintain a high-quality service.
- (x) What you use is very different from what we'd expect from the average customer.
- (xi) You have broken any other agreement you have with us and haven’t put things right within a reasonable time.
- (xii) You have used the service in a way the average customer wouldn't use it.
- (xiii) You don't have a working BT Broadband service or do not keep your set-top box connected to it.
- (xiv) We reasonably believe you're using the service in a way that isn’t in line with the agreement.
- (c) If we suspend or end the service because you’re breaking the agreement, we may give your details to the owner of any content or to any relevant enforcement agency. We may also remove any
BT-owned equipment you’re using in commercial premises.
- (d) If we suspect there’s been, or is likely to be, a security incident, we might suspend your BT ID username to protect your account. We’ll ask you to change your password before letting you log back in.
- (e) If we suspend or end the service, we'll tell you what you need to do to restore it.
- (f) If you're within the minimum term when we tell you we'll end the service, and the agreement, for any reason set out in clauses 15b(iii) to 15b(xiv), you'll have to pay a fee in line with
- (g) If we suspend or end the service for any reason set out in clauses 15b(iii) to 15b(xiv):
- we may charge a fee to start the service again; and
- you may have to pay the charges for the service while it’s suspended, up until it ends.
- (h) If you break the agreement and we do not take action, we can still take action at a later date.
- (i) If you or we end the service and the agreement, we'll refund any amounts you've paid upfront. But first we'll take off any money you owe us in connection with the service or any other
agreement between you and us.
When you get other services or equipment from us
- (a) Sometimes we can only provide you with the service if you also have one of our other services. If one service ends or is suspended, we might need to end or suspend the other. If that’s the case, we’ll tell you.
- (b) You might be paying less for the service or equipment as a result of you also taking another BT service. If you leave the other service, your charges may go up.
- (c) If you're using any service features, these may end on the day the agreement ends.
Charges for ending the agreement early
(a) You will have to pay us a fee for ending the agreement early if:
- you end the service during the minimum term, except in the circumstances set out in clause 17f; or
- we end the service during the minimum term in line with clauses 15b(iii) to 15b(xiv).
- (b) The fee you will have to pay depends on how long you’ve got left on the minimum term. You can find more information at bt.com/termcharges.
(c) If you end the service during the minimum term, or if we end it in line with clauses 15b(iii) to 15b(xiv), and you haven't paid for any of the equipment in full, you may have to pay
an extra charge (unless clause 17f applies). The extra charge would be one-12th of the balance for your set-top box (that is, the price of the set-top box as set out in our Tariff Guide, less any amount
you paid upfront for the set-top box when you placed your order) for each month of the minimum term left, up to a limit of 12 months. There are full details of this extra charge in our Tariff Guide.
- (d) If you keep the service that the set-top box came with for at least 12 months, you won't have to pay anything for the set-top box when you end the service.
(e) If, within 12 months of ordering the service, you downgrade it to a level where you would normally pay an upfront charge for the set-top box, we’ll charge you the difference between the price you paid
for the set-top box and the price, as set out in our Tariff Guide, which you would have paid if you had taken the service at the reduced level instead. Any charge you pay under clause 17d
will take account of any higher upfront payment you made for the set-top box as a result of downgrading your original level of service.
- (f) You won't have to pay the charges in clauses 17a to 17e if you:
- end the service within the cooling-off period, as explained in clause 14a;
- end the service under clause 14b as a result of changes that significantly disadvantage you;
- end the service under clause 14c(i) as a result of us breaking a significant term of the agreement;
- end the service under clause 14c(ii) as a result of us moving you to another TV package;
- move home and we can’t provide the service at your new address; or
- end your BT Broadband service in line with clause 17b of the agreement for that service.
If something goes wrong
What you can do when we don't keep our promises
If you've had a problem with the service or equipment, you may have a few legal options. There is more information at adviceguide.org.uk.
What we're not responsible for and limits on our liability
- (a) If our negligence causes death or personal injury, we accept responsibility and there is no limit to our liability. We also accept responsibility for our fraud or fraudulent misrepresentation and for any other liability the law does
not allow us to exclude or limit.
- (b) We accept responsibility for loss of or damage to your personal property arising from our negligence. We'll pay up to £100,000 in total for any one event or series of connected events arising in any 12-month period.
- (c) Apart from responsibility we accept under clauses 19a and 19b, we won't pay you more than £5,000 in total in any 12-month period.
- (d) Apart from responsibility we accept under clauses 19a and 19b, we’re not responsible to you for the following.
- (i) Any delay or failure caused by something beyond our reasonable control. This could be things such as lightning, flood, severe weather, fire, explosion, terrorist activities, epidemic, riots, war, anything done by a government or
other public authority, or strikes or other industrial action.
- (ii) You breaking the agreement.
- (iv) Any loss caused by you using the service in a way that breaks the agreement.
- (v) Any commercial or business loss.
- (vi) Any loss or damage caused by malware (for example, viruses) or the unauthorised use of the service on any of your devices.
- (vii) Any loss of, corruption of or release of data or information.
- (viii) You using any equipment or hardware we haven't supplied.
- (ix) Losses which we couldn’t reasonably have expected or considered when entering into the agreement.
(e) Apart from buy-to-keep content, we’re not responsible for the loss of anything you've recorded (or have scheduled to record) if:
- you get your set-top box repaired;
- we ask you to return your set-top box to be replaced;
- we upgrade, update or replace any software on your set-top box; or
- the recordings are automatically deleted, either to free up storage space on your set-top box or because the recordings have been on your set-top box for a long period of time.
- (f) We're not responsible under the agreement if the content is suspended, interrupted or not available to you because of problems with the internet connection or network coverage. If you're having trouble
with your BT Broadband, take a look at the separate agreement for that service.
Returning faulty equipment
- (a) If you think any of the equipment is faulty, please tell us.
(b) You must return any equipment that you tell us is faulty, or which we tell you is faulty or needs to be fixed or replaced (for example, if the equipment is out of date or needs upgrading). We'll give
you pre-paid packaging to do this. Legal options may be available to you (for example, you may have a right to reject the equipment or the repair or replacement). For more information, visit adviceguide.org.uk.
- (c) We might test any equipment you tell us is faulty. If we find it isn't faulty, we may return it to you or replace it.
- (d) If you haven't returned your old equipment within 30 days of us sending you a replacement, we can:
- stop or restrict access to the service and any other BT service until you return the equipment; or
- recover our costs for that equipment.
- (e) Any replacement equipment we supply will be new or ‘as new’ (which is second-hand equipment we’ve refurbished).
Changes we may make
How we may change the service, service features, TV package, bolt-ons, channels and other content, equipment, charges and the terms and conditions of the agreement
We can change the service, service features, TV package, bolt-ons, channels and other content, equipment, charges and these terms and conditions at any time for the reasons set out in clauses 23 to 27.
How we’ll tell you about changes and your rights to leave if we do make changes
(a) If we make any of the changes set out in clauses:
and these changes significantly disadvantage you, we’ll do the following.
- 23d and 23e;
- 24a(ii) to 24a(xi);
- 26a(i) to 26a(v); or
- (i) Tell you at least 30 days beforehand, unless there are reasons we can’t (for example, if a third party who provides content withdraws it without giving us enough notice). If that happens, we’ll give you as much notice as possible.
- (ii) Give you the chance to end the service, or a bolt-on, by giving us 30 days' notice. You won't have to pay anything extra or any charges for ending your contract early.
(b) Any changes to:
will not give you a right to end the service or a bolt-on.
- third-party services, including changes to the content of such services, or changes to any charges for those services (for example, the Netflix subscription fee); or
- the charges as set out in clause 16b;
- (c) We'll tell you about any other changes in a suitable way, such as putting a notice on bt.com. Changes to content will be shown in your planner or the programme guide.
How we may change TV packages, bolt-ons, channels, content or access to third-party services
- (a) As the service is a variable TV service, we don’t guarantee we’ll provide you with any particular TV package, bolt-on, channel or other content, or with access to any particular third-party services.
We change all these things from time to time for lots of reasons, some of which are listed below.
(b) We can change, add to, replace or withdraw any TV package, bolt-ons, channels or other content, or access to third-party services, change or cut the hours of broadcast on any channel or encrypt or decrypt any channel or other content. We can do that for any of the following reasons.
- (i) Because the content or third-party service available to us changes (for example, we gain or lose the right to show particular programmes and want to change our channels or TV packages as a result).
- (ii) To introduce new TV packages, bolt-ons, channels or other content, or to provide access to new third-party services.
- (iii) To improve, update, or add to the TV package, bolt-ons, channels or other content.
- (iv) If broadcasters or businesses which provide channels or other content stop making them available to us, or they make changes to them.
- (v) If any third-party services you get through the service change or stop being available.
- (vi) To let us change the way we charge you for certain TV packages, bolt-ons, channels or other content (for example, when we add new channels).
- (vii) If, in our opinion, it’s no longer commercially sensible for us to provide your TV package, bolt-ons, channels or other content (for example, because it’s become too expensive for us to buy certain
content, or a channel has low viewing figures).
- (viii) If we change the way we provide or structure our TV packages, bolt-ons, channels or other content (for example, changing the names or descriptions of our TV packages and content).
- (ix) To update, upgrade, improve or alter the service.
- (x) If our ability to provide the service in a particular area changes.
- (xi) To help us show the service in a way that we think gives you a better viewing experience (for example, by adding extra online features or ultra HD).
- (xii) To reflect changes to or developments in technology (for example, by adding extra features online or in ultra HD).
- (xiii) If a paid-for channel becomes a free channel.
- (xiv) To make editorial changes to the content.
- (xv) Because of changes in any laws, codes of practice, regulations or guidance that applies to us.
- (c) We might provide the service for a long time, not just for the minimum term. So we might need to make changes to TV packages, bolt-ons, channels or other content, and to the access we provide to third-party services,
for a reason not listed above.
(d) A change we make to your TV package could result in a significant reduction in:
If we can't replace it with similar or equivalent paid-for channels or on-demand content, we'll give you notice and allow you to end the service as set out in clause 22.
- the number of paid-for channels in your TV package; or
- the quantity of on-demand content in your TV package.
(e) If we withdraw or change a bolt-on in a way that significantly disadvantages you, we’ll tell you at least 30 days beforehand, unless we can’t reasonably do that (for example, if a third party withdraws content and doesn’t give us enough notice). In this case, we’ll give you as much notice as possible.
If we’re not withdrawing the bolt-on, we’ll let you cancel it by giving us 30 days’ notice, but you won't be able to end the service.
as they are outside our control and may change at any time. Any changes to third-party services, including changes to any charges which you have to pay for them, and any changes to their content, will not give you the
right to end the service (although you might have a right to end the third-party service under their separate terms and conditions).
Changes to the service, a service feature, equipment or the terms and conditions of the agreement
(a) We may change the service (other than the TV package, bolt-ons, channels or content, or access to third-party services), a service feature, equipment and the terms of the agreement to do the following.
- (i) Make the agreement clearer or easier to understand, or change it in another way that doesn’t significantly disadvantage you.
- (ii) Change, improve, update or add to the service, service features or equipment you get (for example, if we produce a new set-top box or improve our TV menu).
- (iii) Introduce new services, service features or equipment (for example, if we introduce a new security feature).
- (iv) Change the way we structure our charges, service, service features or equipment (for example, by changing a name).
- (v) Change the way we provide you with the service, service features or equipment (for example, if we introduce a new way to deliver content).
- (vi) Reflect changes to or developments in technology (for example, if we develop the way we provide the service or introduce new ways to pay).
- (vii) Withdraw, replace or remove all or part of the service, service features or equipment.
- (viii) Change technical specifications (like limits on transferring information).
- (ix) Update, upgrade, improve or alter the service, service features or equipment (for example, to fix bugs or faults, tackle security issues, improve software or equipment, change how
the service looks or improve how your equipment works).
- (x) Reflect a change in our ability to provide the service, service features, or equipment in a particular area.
- (xi) Reorganise the way we manage or run our business.
- (x) Reflect a change to any law, code of practice, regulation, guidance or obligation that applies to us.
Other changes to the service, a service feature, equipment or the terms and conditions of the agreement
We might provide the service for a long time, not just for the minimum term. In the future we might need to make changes to the service (other than the TV package, bolt-ons,
channels, other content or access to third-party services), a service feature, equipment or the terms and conditions of the agreement for
a reason not listed in clause 24. If we do, and the change significantly disadvantages you, we'll give you notice and you’ll be able to end the service in line with clause 22a.
Changes to the charges
(a) We may change the charges if any of the following applies.
- (i) We make any of the changes described in clause 23, clauses 24a(ii) to 24a(x) or clause 25.
- (ii) We launch a new TV package that we want to charge for, or a channel we want to charge for separately.
- (iii) The cost of providing the service goes up (for example, if we get rights to show different content which costs us more, or the price of the content goes up).
- (iv) The cost of running our business goes up.
- (v) We reorganise the way we manage or run our business.
- (vi) There’s a change in a law, code of practice, regulation, guidance or obligation that applies to us (for example, if there’s a VAT increase).
Other changes to the charges
We can’t always predict what will happen in the future, so we might need to change the charges for a reason not listed in clause 26. If we do, and the change significantly disadvantages you, we’ll give you notice and you’ll
be able to end the service in line with clause 22a.
Moving between TV packages
Moving you between TV packages
You can choose to change your service, TV package and service features
(a) You can choose to upgrade or change your service. If you do, there might be a new minimum term. If there is, we’ll tell you before you confirm your upgrade or the change to the service.
(b) If you took the service alongside other BT services (like BT Phone or BT Broadband), you might not be able to change your current service, TV package or service features until the end of the minimum term for all of the BT services.
Extra services and service features
(a) You can buy buy-to-keep content for a one-off charge. You’ll be able to watch that content as many times as you like as long as:
- you’re still a customer of the service and BT broadband;
- we have the right permissions from the businesses who license the content to us; and
- you use a set-top box (or other compatible device) with the necessary functions.
- (b) If we have provided you with an extra set-top box to watch the service in another room, when you buy buy-to-keep content on one set-top box, you won't be able to watch
it on the other.
- (c) If we end or suspend the service, you won't be able to watch buy-to-keep content you've bought on your set-top box. If that happens, we might give you a copy of the content in another
- (d) We’ll give you a copy of any buy-to-keep content within 12 months of you buying it. It might be a digital copy to download to a compatible device other than your set-top box. Or it could be any other suitable format we choose.
(e) If we give you a downloadable digital copy of buy-to-keep content, we'll make sure you can also stream it (that is, watch it on a device without downloading it). But:
- you’ll need a BT ID and your internet connection will need to be fast enough; and
- we’ll have to have the permissions we need from the businesses who license the content to us.
- (f) The terms and conditions which apply to digital copies of buy-to-keep content are set out in clause 31.
Digital copies of buy-to-keep content
(a) If we give you a digital copy of buy-to-keep content to download or stream on a compatible device, the following conditions will apply.
- (i) You can only download the content onto the BT TV purchases app on a total of four devices (including your set-top box and any extra set-top box we provide for you to watch the service in another room). We might increase that number from time to time. If you want to download buy-to-keep content to any extra devices, we may charge you more.
- (ii) You'll only be able to download the buy-to-keep content to one registered device at a time, unless we tell you otherwise. If you want to put it on another device you’ll have to delete it from the first one.
- (iii) You can only stream the buy-to-keep content to your set-top box and one other compatible device at the same time, unless we tell you otherwise.
- (iv) You can only download or stream the buy-to-keep content in the UK, Channel Islands or Isle of Man or when you’re temporarily in another EU country if you have already downloaded the BT TV app while in the UK.
- (v) If you bought the buy-to-keep content before 14 October 2014, we'll contact you with instructions on how to get and use your digital copy. If you bought it on or after 14 October 2014, you’ll get the instructions
on your set-top box and on bt.com/help/tvpurchases.
- (vi) Your digital copy of the buy-to-keep content might not be in high definition (HD), even if you originally bought it in HD.
- (vii) The buy-to-keep content you buy might unexpectedly become unavailable (for example, because of licensing restrictions or legal obligations). We won't be liable if that happens.
- (viii) After the service ends you won’t be able to stream or download any buy-to-keep content you’ve bought, so please make sure you download it before the service ends.
- (xi) We might block buy-to-keep content if you need a software update before you can watch it. We’ll unblock it once you’ve installed any updates. If you need to download the buy-to-keep content again,
you’ll have 30 days to do it, starting from when you installed the update.
- (x) You can't back the buy-to-keep content up on an external hard drive. If you accidentally delete the original file, you should be able to download a new version as long as you're still getting the service and the content hasn’t become unavailable for any reason.
- (xi) To keep everything secure, you'll have to re-enter your BT ID every 30 days to keep getting access to buy-to-keep content you’ve downloaded.
- (xii) If you haven't logged into the BT TV purchases app or tvpurchaseshome.bt.com for more than two years, we may class you as inactive and take away your
right to get your buy-to-keep content.
- (b) By the time we give you a digital copy of the buy-to-keep content you bought, you might not be a customer of the service. If that happens, we'll write to you at your home with instructions
on how you can get it.
BT TV app and BT TV website
- (a) For your device to use the BT TV app or get access to content through the BT TV website, your internet connection must be fast enough.
- (b) Every time you download the BT TV app to a device, you must agree to an end-user licence before you can use it. You won’t have to pay any charges under any end-user licence unless you've agreed to.
- (c) You’ll have to register your devices. We’ll tell you how to do this. There are also instructions at bt.com/help/tveverywhere. You won't be able to register more than two devices,
apart from your set-top box, at any one time. We might tell you we’re increasing that maximum from time to time. If you’ve registered two devices, you can de-register one and register another in its place once every 30
- (d) You understand that you might not be able to watch the same channels or other content on the BT TV app (or the BT TV website) as you get on your set-top box.
- (e) You won't be able to stream the same content to more than two devices at once unless we tell you otherwise. That doesn’t include set-top boxes.
- (f) You can only stream content in the UK, Channel Islands or Isle of Man. But you can use the BT TV App and BT TV website when you’re temporarily in another EU country.
Terms for Netflix on the service with BT billing
- (a) If you get Netflix as part of the service, Netflix’s terms and conditions will apply. You can find those at netflix.com/TermsOfUse.
- (b) We’ll add your Netflix subscription charges to the bill for the service. Netflix’s terms and conditions will only apply to those charges. Netflix’s terms clearly say that all payments are non-refundable and that they
don’t do refunds or give credit for unused periods. You agree to pay us all charges for your Netflix subscription.
- (c) If you or we end the service, you won't be able to use it to get access to Netflix. But you might be able to get Netflix another way (for example, through other devices like a Smart TV, computer or mobile phone).
Equipment and software
- (a) We'll tell you when you should get your equipment. You might be able to get other equipment from us at an extra cost. If there’s a charge for any equipment, we'll tell you when you order.
- (b) Your equipment, except for the software inside it or any BT-owned equipment (that is, any equipment which we own, is part of our network, or belongs to our service providers, even though it is in your home)
belongs to you from when we deliver it, unless you cancel the service in the cooling-off period (in which case we’ll own the equipment again).
- (c) BT-owned equipment will always be ours. You must keep it in good working order. You mustn’t damage, destroy or interfere with it unless we tell you different (for example, if we're helping you fix something). If BT-owned equipment is
damaged other than through fair wear and tear, you'll have to pay for us to fix or replace it.
- (d) We own, or hold a licence for, the software inside any equipment. Sometimes you'll have to agree to the terms of an ‘end-user licence’ to use software which forms part of the service, service features or equipment. You won’t have to pay any charges under any end-user licence unless you've agreed to.
- (e) You must let us update, upgrade or replace software relating to the service, service features or equipment. We might do this automatically.
- (f) We’ll only support and be responsible for equipment we provide. If you use anyone else’s equipment (like a device to get the player service), you have to check it works with the service.
- (g) You must not connect any equipment to our network if it may harm the network, or harm anyone else's equipment or services. If you do, you must disconnect it straight away, or pay us to do it.
Promotions, advertising and links to other websites
- (a) If you deal with advertisers on the service, or join in with their promotions, we’re not responsible for any loss or damage of any kind that happens as a result of those dealings, or generally as a result of third-party services available through the service.
- (b) The BT TV website may link to other websites or content not owned or run by us. We're not responsible for the availability of or content on those sites.
What happens when you move home
- (a) If you move home, you can ask us to provide the service at a new address, unless there’s some reason we can’t. Just tell us at least 14 days before you move. There are more details at productsandservices.bt.com/products/homemove.
(b) If you move home and we can't provide you with the service for whatever reason, we'll move you onto our nearest equivalent service. We'll tell you at least 30 days' before we do this, unless we cannot reasonably do
so (for example, if you don't give us enough notice that you’re moving). In this case we’ll give you as much notice as we can. If the service we move you to costs more, we'll let you stop the service without paying a fee for ending it,
or we won't charge you the higher amount for the rest of the minimum term. We'll tell you beforehand what we’re going to do. After the end of the minimum term, we’ll charge you the full price for the service
If we can't provide any service at all to your new address, we'll let you end the agreement without paying a fee.
How to get in touch with us and how we'll contact you
- (a) We'll send you any written notice by email or by posting it to the address we have for you. We'll send you other notices by voicemail, text message or other forms of electronic message. We’ll assume you get letters in the post two working days after we send them. We'll send all paper bills and notices to your address. It's your responsibility to read the notices we send you.
- (b) You can phone us on 0800 800 150 or by dialling 150 from your landline or BT mobile. Calls are free from landlines and BT mobiles, and charged at the standard rate from other mobiles. More details of how to get in touch with us at
- (a) Some content might not be suitable for children. You’re responsible for making sure content is suitable for people in your household.
- (b) You're responsible for setting parental controls or any other controls available for any BT service and keeping them up to date. When parental controls are on, we block websites or content that we (or our supplier) think might be unsafe
or unsuitable. Our supplier sorts and blocks the sites and content. We’re not responsible for how they categorise websites or content, or for whether you’ll always have access to unblocked sites.
Sorting out complaints
- (a) From time to time you might need to contact us about a problem you're having with the service or equipment. Our Customer Complaints Code explains how to do that. You can read the code at bt.com/complaintscode, or ask us to send you a copy.
- (b) We'll try our best to settle any complaint you might have about the service or equipment. If we can't, you might be able to refer the matter to a dispute-resolution service to get an independent opinion.
You’ll find details of how to do this in our Customer Complaints Code.
- (c) If we cannot agree a solution with you within eight weeks of getting your complaint, or before the eight weeks is up we agree in writing that the dispute should be settled by an independent adjudicator, you can refer it to Ombudsman
Services: Communications. You can find out more on their website at ombudsman-services.org/communications or by phoning 0330 440 1614. The Ombudsman’s
service is free.
- (d) You might be able to refer a dispute for European Online Dispute Resolution at ec.europa.eu/odr. This is an online service designed to help people who’ve bought things online. It gives access to independent dispute-resolution services.
These are usually free.
Transferring the agreement
The agreement is only between you and us. You cannot transfer it to anyone else, or to try to do so. We can transfer the agreement, and our rights and obligations under it, to anyone else (including if we
reorganise the way we work), as long as it doesn’t have a negative effect on your rights.
Other things we need to tell you
- (a) Only you and we can take action under the agreement. Nobody else can enforce it or benefit from it (except in line with clause 40).
- (b) If any part of the agreement cannot be enforced, the rest of it will still apply.
- (c) We might record calls (including marketing calls) to help us with training and to prevent identity fraud.
(d) The agreement is made under English and Welsh law. Any disputes you and we cannot settle can only be decided in English and Welsh courts, unless:
- you live in Scotland, in which case Scottish law applies and Scottish courts will settle disputes; or
- you live in Northern Ireland, in which case the law of Northern Ireland applies and the courts of Northern Ireland will settle disputes.
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