Please take some time to read these terms and conditions. They provide important information about the service and equipment we're providing you with. This includes how we may change the service, the agreement and the charges. You can download a PDF of these terms and conditions here.
The most important parts of the terms and conditions are explained below.
We explain the details of the service, including the charges, in your order confirmation and on our website at bt.com.
We provide the service in three different ways.
When you place your order we’ll agree with you which plan you should choose.
To use the service you'll need to put the SIM card into a BT mobile or a mobile phone which we've confirmed will work with our network.
If we give you a BT mobile or any equipment to use with the service, you won’t own it until you've paid your first six complete months' bills in full.
If you cancel the agreement during the cooling-off period, you'll need to return the BT mobile and any equipment we’ve provided. If you don’t return the BT mobile and any equipment, or they are damaged, we may charge you the full original value of them.
SIM cards will always belong to us.
The service is only available where our network has coverage in the UK. You can check an estimate of our network coverage at bt.com/coveragechecker. We can't guarantee that network coverage will always be available. That’s because it depends on where you are and other factors outside our control (like the weather or if you’re in a building with thick walls).
When you go abroad, you may be able to use ‘roaming services’ that allow you to use the service over other providers’ networks. You might have to pay excluded from plan or out of plan charges when using the service abroad. We'll set a limit on these charges each month.
We provide the service for a minimum amount of time (the minimum term), which is set out in your order confirmation. We might agree to a new minimum term when you ask to make changes (such as upgrades). We start providing the service on the service start date, which is also shown in your order confirmation (unless you pre-order a BT mobile, in which case we'll tell you when the service will start). We’ll start charging you from the date the service starts.
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 paying a charge for leaving 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 terms of the agreement, we may charge you a fee for leaving early. Unless you tell us not to, we'll take this charge from the account you have given us details of. For more information, read clause 18 of these terms and conditions or go to bt.com/termcharges.
We may increase the charges at any time. Read clauses 25 and 26 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.
We’ll tell you at least 30 days before we put the charges up, unless:
Whatever the reason for the change, we’ll give you as much notice as we can.
If we increase the core service charges, or change the charges in a way that significantly disadvantages you, we’ll let you end the service early without having to pay a fee. There is more information on this in clause 22b of these terms and conditions.
We may change the service (including any equipment, the SIM card and service features) and the terms and conditions of the agreement at any time (even during the minimum term).
We'll tell you about any changes at least 30 days beforehand, unless there are reasons we can’t. If the change puts you in a significantly worse position, you'll be able to end the agreement without paying a charge. We explain when this may happen in clause 22b of these terms and conditions.
You may also be able to change your service by contacting us.
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 TV or BT Broadband), you'll have a separate agreement for each one (and possibly for different items of equipment or service features). Make sure you read each agreementcarefully. Although some of the terms are the same or very similar, each agreement has important differences.
If you’re upgrading to our BT Mobile Family SIM Plan, these terms and conditions will apply to all of the SIM cards provided as part of that offer (so you won’t have a separate agreement for each SIM and you’ll pay one price for all of the SIM cards in your BT Mobile Family SIM Plan).
If you've bought more than one service or piece of equipment from us and you end some of them (but not all of them), you might lose any discounts or offers you had. Your charges might also go up. If this will happen we'll tell you.
You can also read these terms and conditions, and our policies, at bt.com/legalstuff.
Phone us on 0800 800 150. Calls are free from landlines, BT mobiles and any other phone with a BT SIM card. Calls from other mobiles cost the standard rate charged by your provider.
We record all 999 and 112 emergency calls. We may also record other calls (including marketing ones) 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.
You should read these terms and conditions carefully as they contain important information.
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.
Some of the words and phrases in these terms and conditions have special meanings. Those words are explained below. They are printed in bold wherever they have the special meanings given below.
address – the latest home address we have for you in our records.
agreement – the legally binding agreement between you and us for the service. The agreement is made up of the following.
BT ID – the username we'll give you and a password that you choose for when you use the service.
BT mobile – any mobile phone that we provide to you as part of the BT Mobile Phone Plan, including any other device we provide for you to use the service with our SIM card.
BT Mobile Family SIM Plan – a mobile-phone plan for a set price that covers various SIM cards (with each SIM having a set amount of minutes, text messages and data) for use with your own phones.
BT Mobile Family SIM Plan user – each person using a SIM card provided as part of your BT Mobile Family SIM Plan (who you may choose to delegate access to on an individual basis).
BT Mobile Phone Plan – a mobile-phone plan for a set price that includes:
BT Mobile SIM Only Plan – a mobile-phone plan for a set price where we give you a SIM card that includes the amount of data, minutes and texts you can use each month with your own phone.
charges – the fees you pay for the service and any service features. They’re shown in your order confirmation, along with anything else you need to pay (like any connection or activation fees) under the agreement. They include the core service charges, any deposit we ask for and any out-of-plan charges and excluded from plan charges.
cooling-off period – the period from the date the agreement is made until 14 days after:
core service charges – your basic plan charge for your BT Mobile SIM Only Plan, BT Mobile Family SIM Plan or BT Mobile Phone Plan.
equipment – the BT mobile and any goods that we provide under the agreement (like phone chargers, headphones or cases), but not including the SIM card.
excluded from plan charges – any extra charges for services that might be available to you or your BT Mobile Family SIM Plan Users but which aren't included in the basic plan charge for your BT Mobile SIM Only Plan, BT Mobile Family SIM Plan or BT Mobile Phone Plan. For example, roaming, international calling, multimedia messages (MMS), premium-rate services and calls to premium-rate numbers.
Family SIM plan cancellation period – means the period from the date we accept your order for the BT Mobile Family SIM Plan until 14 days after:
handset cancellation period – the period from the date we accept your order for the BT Mobile Phone Plan until 14 days after:
minimum term – any initial or later period you've agreed to pay for the service for, as shown in your order confirmation.
order confirmation – the letter, email or other method of communication we send you after your order for the service. It confirms important things like the description of the service, the minimum term and the charges.
out-of plan charges – any extra charges arising when you or your BT Mobile Family SIM Plan Users go over the monthly allowance of data, minutes, and texts included in your BT Mobile SIM Only Plan, BT Mobile Family SIM Plan or BT Mobile Phone Plan.
own phone – a mobile phone that you already own or have bought separately to use with the BT Mobile SIM Only Plan or BT Mobile Family SIM Plan.
PAC – a unique code you need to move your mobile-phone number from one provider to another.
service features – any products, features, functions or add-ons we provide on top of or as part of the service. Service features might have extra terms and conditions that you will have to keep to.
service start date – one of the following dates, whichever is appropriate:
SIM cards – the SIM cards we provide to you so you can use the service. We’ll always own the SIM cards.
the service – the BT Mobile service (as described in clause 6) including any SIM cards and any service features you choose. We provide the service as:
working days – Monday to Friday, except bank holidays and public holidays.
we treat this as a change to the service. This means that you won't need a new agreement – this one will still apply. But you will have a new minimum term for the service and a new handset cancellation period or family SIM plan cancellation period (as appropriate) for the equipment.
There are more instructions on these steps in your order confirmation and at bt.com/help/mobile.
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 payment for us. If we do, you'll have to pay an extra charge to compensate us. The charge won't be more than the 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 charge put on your bill.
We might also transfer your debt to any other business (in which case, your personal information will also be transferred) who may then try to recover the amount in a way it considers suitable.
This clause 12j applies even after your agreement with us has ended.
If you're within your minimum term for the service when you cancel, you may have to pay a fee for leaving early in line with clause 18.
You'll still be able to call the emergency services, unless they or another government authority has asked us to suspend the service.
VAT won’t be added to any amount we agree you’re due.
Because we might provide the service to you for a long time (not just for the minimum term), and because we can't always predict what will happen in the future, we may need to make changes in circumstances other than those listed in clause 23. So we may change the service, a service feature, a SIM card or the terms and conditions of the agreement for any other reason. But if we decide to do that we'll give you notice, and you may be able to end the service, in line with clause 22b.
We may change the charges if:
We might change the charges for reasons other than those described in clause 25. If we do, we'll give you notice and you might be able to stop the service in line with clause 22b.
Any withdrawal we make under this clause will apply to all SIM cards within your BT Mobile Family SIM Plan.
We'll tell you what we’re going to do before we do it. You can tell us to end your trial period whenever you like or if you want to move back to your previous service, service feature or monthly usage allowance at the end of, or during, your trial period.
If you’re a BT Mobile Family SIM Plan customer, any trial will apply to every SIM card within your plan.
If you end the agreement early and want to keep the equipment, you must pay a fee for leaving early. If you don’t have to pay such a fee, you must pay us the full price of the equipment minus any discount we gave you. The value of the equipment is listed in the Tariff Guide and might be more than the price you’ve already paid (for example, if we gave you a discount for taking the service for the minimum termor if you got the equipment for free). We'll tell you how much you need to pay and when the equipment (except the software in it) will belong to you.
We'll send all bills and notices by post to your address. We’ll assume you get letters in the post two working days after we've sent them. It's your responsibility to read what we send to you.
The agreement is only between you and us. You are responsible under the agreement for every BT Mobile Family SIM Plan user. You cannot transfer the agreement 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.
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