BT Halo 3 Terms and Conditions
What is BT Halo 3 and how does it work?
1. What is BT Halo 3? BT Halo 3 is a package of benefits which are added to some of our products. There are two types of BT Halo 3 benefits – “Broadband Benefits” and “Mobile Benefits”. You can get Broadband benefits if you take Fibre broadband with Halo 3.
2. What products give you Mobile Benefits? You’re entitled to the Mobile Benefits if you have BT Halo Broadband and any BT Mobile plan. This includes our SIM Only, Family SIM and our handset plans. However the BT Mobile plans must be on the same billing account as your BT Halo Broadband in order to get the Mobile Benefits (you can contact us to move your BT Mobile plans onto the same billing account). The Mobile Benefits will apply to every BT Mobile plan on that billing account. If you live in the same household with someone who’s got a mobile account with us, you can share your BT Halo mobile benefits with them for no extra cost. To do that, go to bt.com/mybt and visit the Household Benefits page.
3. What is the Keep Connected Promise? Our Keep Connected Promise is what we call the Mini Hub with unlimited data (a Broadband Benefit) and Broadband Backup (a Mobile Benefit).
4. What happens if I leave BT Halo 3 Broadband? If you no longer have BT Halo 3 Broadband (for example, if you move to another BT Broadband product like Fibre Unlimited or to another provider), you won’t be entitled to either the Broadband Benefits or the Mobile Benefits. This happens even if you keep BT Mobile. You’ll lose these on the last day you have BT Halo 3 Broadband. Also, if you place a request to leave BT Halo 3 Broadband (including moving to another BT Broadband product), you won’t get any Mobile Benefits for any BT Mobile plans you purchase after making this request.
5. What happens if I leave BT Mobile? If you leave BT Mobile, you will lose your Mobile Benefits. You’ll lose these on the last day of your BT Mobile service. But you’ll continue to get your Broadband Benefits so long as you still have BT Halo 3 Broadband.
What are the Broadband Benefits for BT Halo 3?
The Broadband Benefits for BT Halo 3 are, Our Price Promise, Keep Connected Promise and our Home Tech Experts.
Price Promise
6. How does Our Price Promise work? You’ll keep the same monthly price, when your contract ends. This doesn’t include any changes as a result of annual price increases. See bt.com/prices-explained for more information.
Keep Connected Promise
7. What is the Keep Connected Promise (Mini Hub) benefit? You may be entitled to a Mini Hub with unlimited data (or for your existing Mini Hub to be reactivated) if you have a broadband fault or are moving home and are taking your BT Halo 3 Broadband with you.
a. What is a Mini Hub? The Mini Hub uses a mobile SIM card to provide Wi-Fi signal in your home, so that you can keep your devices connected until your fault has been fixed or we get you up and running in your new home. This means that you will need to have BT Mobile network coverage in your home for it to work. It’s just for use in your home and you won’t be able to use it overseas.
b. When will I get a Mini Hub? You may be eligible for a Mini Hub if you have:
i. a qualifying broadband fault. This includes where we determine that you:
a. have no broadband service; or
b. have a continuously dropping connection (5 or more drops in the previous 24 hours).
ii. a qualifying home move order. This includes where the home move order includes the cease of your services at your current address and the provision of your services at your new address.
c. Do I get a new Mini Hub for each fault and home move? No. We'll send you a Mini Hub for your fault or home move which you'll need to return. For subsequent faults or home moves, we will send you another Mini Hub.
d. How do I ask for a Mini Hub? (or for my existing Mini Hub to be reactivated)?
i. You’ll need to contact us to report you have one of the broadband issues above. You can do this online at bt.com/help/home/faults/ or by calling 0800 800 150.
ii. We will then run diagnostics to check everything is okay with your line. This will involve a few online tests. We might ask you to turn your Hub off and on again, check wiring within your home, or unplug your devices. This is so we can determine the cause of the fault. We will determine whether you meet the definition of qualifying broadband fault. If we can’t resolve your fault through these diagnostics, we will send you a Mini Hub or reactivate your existing Mini Hub. If we’re sending you a new Mini Hub we’ll send it out straight away once these diagnostics are finished and it will be delivered in your letterbox (you won’t need to sign to accept it). This will usually be the next working day after diagnostics are finished, but depends on where you are in the UK and what time of the day and week your fault was reported. In some circumstances we might send an engineer to your home as part of our diagnostics – but we’ll send out the Mini Hub before their visit. If we’re reactivating your existing Mini Hub this will happen with an hour of you reporting the fault.
iii. When you’re moving home, you just need to let us know that you would like a Mini Hub. You can do this online at bt.com/manage/moving-home or by calling 0800 800 150. As a Halo 3 Broadband customer, we will give you the option to be sent a Mini Hub before you move, or to reactivate an existing Mini Hub. (if you have one). The Mini Hub will stay active until your Halo Broadband is set up in your new home. If it takes longer than expected, we may call you to discuss keeping your Mini Hub activated.
e. When won’t I get a Mini Hub? You’re not entitled to a Mini Hub (or for your existing Mini Hub to be reactivated) if:
i. Your fault is caused by an issue within your home environment (for example, if your Hub needs to be rebooted or if you have home wiring issues);
ii. Your fault is caused by faulty equipment (including your Hub or a device you’re using), (although we may reactivate an existing Mini Hub in this circumstance);
iii. We reasonably suspect that your fault is not genuine or is the result of fraud, or if you’ve broken the terms of your service at bt.com/legalstuff (for example, if you haven’t paid a BT bill); or
iv. You lose or damage the Mini Hub (we may provide a replacement Mini Hub for future faults or home move at our discretion).
f. What happens after my fault is resolved or my home move is complete? We will contact you once your fault has been resolved or your home move order has completed. We’ll switch off the Mini Hub and you’ll go back to using your broadband hub as normal. You’ll need to return the Mini Hub, we'll provide details on how to do this.
Home Tech Experts
8. What is a Home Tech Expert? Our Home Tech Experts are trained to install, repair and optimise BT products and services (e.g. Smart Hub 2, EE TV, My BT app, Complete Wi-Fi, BT master phone socket and Hybrid Connect) whilst visiting you at home. Our Home Tech Experts can also connect non-BT devices to the BT Smart Hub over Wi-Fi. Home Tech Experts will provide advice on the full range BT’s products and services, some of which you may choose to purchase during the visit.
9. When can I request a visit from a Home Tech Expert? You can benefit from a free Home Tech Expert visit once in every 12 month period. Charges may apply for any additional visits made at your request.
This means you are eligible for a visit:
i. When you regrade to BT Halo 3; or
ii. When you add certain products and services (i.e. EE TV and Complete Wi-Fi);
or
iii. When you request an Annual Health Check.
10. What is the Annual Health Check? This is where a Home Tech Expert will visit your home and check that your BT Products and Services (e.g. BT TV, Complete Wi-Fi) are set-up correctly, make recommendations that could improve your services (e.g. Replace the BT master socket, installation of Complete Wi-Fi, fix internal wiring problems), and carry out any improvements with your agreement. We may also send a Home Tech Expert if you tell us you have a fault with your Broadband and/or TV service and we determine that the problem may be within your home.
11. How do I request a visit from a Home Tech Expert? If you are placing an order for, or regrading your BT Halo 3 you may be asked at the time. Otherwise by calling 0800 917 3192. There may be circumstances where you need Openreach to visit your property. An Openreach engineer may need to install something in your home for the first time – this can include a new phone line or new fibre broadband technology. If this is the case, you will be able to book a visit from a Home Tech Expert to arrive once Openreach have completed any necessary work to install your services.
What are the Mobile Benefits?
12. The Mobile Benefits are Keep Connected Promise (Broadband Backup), Mobile Data Boost and the No Limits plan when you take certain BT Mobile plans. We’ve set out below how these benefits work.
Price Promise
13. How does Our Price Promise work? You'll keep the same monthly price, when your contract ends. This doesn’t include any changes as a result of annual price increases. See About annual price changes for more information.
Mobile Data Boost
14. How does the Mobile Data Boost work? We will automatically double your monthly data allowance on all of your BT Mobiles on the same account as your BT Halo 3 Broadband. This includes BT Mobile plans you purchased before you joined BT Halo 3 Broadband, and new plans you take afterwards too. You can see what your new total monthly data allowance is by logging into MyBT. Mobile Data Boost does not apply to any data add-ons that you’ve purchased.
No Limits Plan
15. What is the No Limits plan and how do I get it? For BT Halo 3 customers taking certain BT Mobile plans you will automatically get unlimited use of your mobile, home phone and broadband with our No Limits plan. This replaces the Mobile Data Boost above. We’ll let you know when you’ve selected one of these plans. You can check whether you have a No Limits plan by logging into MyBT where it will say ‘unlimited’. The No Limits plan is for your personal use only. If we think you may be using your plan for non-personal use, we may call you discuss and may move you to a more suitable plan.
16. What happens if I no longer have a No Limits eligible BT Mobile plan? If you switch away from BT Halo 3 or a No Limits eligible BT Mobile plan you will no longer get the No Limits plan. You will be asked to choose a home phone calling plan that is right for you when you downgrade. If you don’t choose we’ll automatically move you to our ‘pay as you go’ home phone plan. Details of the charges are shown in our Tariff Guide at bt.com/tariffguide.
Everything Else
17. These benefits don’t affect your statutory rights or any other legal rights that you may have.
18. We reserve the right to substitute equivalent benefits if this is necessary for reasons beyond our control.
19. If we add additional benefits to BT Halo 3 we may amend these terms to reflect these new benefits. We will publish the amended terms here at bt.com/halo/terms.
20. If you have BT Halo 3 or 3+ you may also have the Stay Fast Guarantee. The terms and conditions for this Stay Fast Guarantee can be found here.
21. The parental controls set for the Mini Hub and Broadband Backup may be different to those on your normal hub. By using Broadband Backup, your BT Mobile parental controls will apply. You can adjust these settings in the mobile section of MyBT. The Mini Hub will come with light parental controls activated but they might not be the same as on your normal hub - you can adjust these settings in My BT.
22. These terms and conditions apply in addition to the terms of your service (available at bt.com/legalstuff).
BT Halo 3+ Terms and Conditions
What is BT Halo 3+ and how does it work?
If you have BT Halo 3+, in addition to the rest of the BT Halo 3 Broadband benefits you’ll also get access to our Full Fibre, Hybrid Connect, Complete Wi-Fi and our Smart Hub.
1. What is Full Fibre? Full Fibre is our next generation fibre broadband piped straight into your home. It’s our fastest and most reliable broadband yet. We are bringing speeds of up to 900Mb to our customers and our speeds are more consistent no matter how many devices are connected and what time of day. Current BT Halo 3+ customers will be able to upgrade for free to Full Fibre 100 when it becomes available in your area. You will not need to re-contract.
Hybrid Connect
2. What is Hybrid Connect? Hybrid Connect is our new hybrid broadband connection that combines the BT Fibre Broadband with the EE 4G mobile network. The Hybrid Connect device is provided to connect to the EE 4G mobile network if required.
3. How does it work? If you don’t already have one, we send you a Smart Hub and a new Hybrid Connect device, which you need to plug in. The Hybrid Connect device contains a SIM with unlimited data. The Smart Hub connects to the Hybrid Connect device, so if your broadband connection ever goes down, you will stay connected by the EE 4G mobile network.
4. What happens if my broadband goes down? With on the Hybrid Connect service, the Hybrid Connect device kicks in and keeps you connected if there’s ever a problem. BT keep an eye on your broadband connection 24/7, so if there’s a problem, the Smart Hub detects the issue and connects you to the EE 4G mobile network using the Hybrid Connect device. When switching from a fixed broadband network to the EE 4G mobile network there may be a delay of up to two to three minutes.
5. Does my Hybrid Connect device depend on the 4G coverage in my area? The Hybrid Connect device will only work where you have 4G coverage in your area and its performance will be dependent on it working in the home. The service might also vary depending on where you are and what network equipment we have in that area.
Complete Wi-Fi
6. What equipment will I receive? As part of Halo 3 +, we’ll send you a Wi-Fi Disc to extend your Wi-Fi signal around the home - this is enough for the majority of homes to get a signal everywhere.
7. What is the Complete Wi-Fi Guarantee? We’ll send you up-to two more discs to ensure a strong signal of at least 10Mbps in every room of your home. If you still can’t get a strong signal we’ll give you a one-off credit of £100 off your next BT bill. The guarantee only applies when your Smart Hub is connected to the fixed broadband network, and not the 4G mobile network. It does not cover broadband faults. For full terms see bt.com/legalstuff.
8. How does the Complete Wi-Fi Guarantee work? If you’ve set up your Smart Hub and your Wi-Fi Disc in your home and you don’t have a strong Wi-Fi signal in every room, we’ll run some diagnostic tests and if eligible we’ll send you another Wi-Fi Disc. If you’re still unable to get a strong Wi-Fi signal in every room, we’ll send you a second (and final) Wi-Fi Disc. We’ll also carry out a series of diagnostic tests, and send out an engineer to ensure your Wi-Fi Discs are positioned in the best place within your home to enhance your Wi-Fi signal. If you still don’t have a strong Wi-Fi signal in every room you can get a one-off credit of £100 on your next BT bill.
9. How can I test the Wi-Fi signal strength in each room of my home? You can test the Wi-Fi signal strength in your home by logging into the My BT App and navigating to the “Your Wi-Fi network” section. There are two options:
(1) You’ll see a list of any devices connected to your home Wi-Fi with the signal strength (strong / weak) displayed next to each one; or
(2) Alternatively you can go to the signal checker in the My BT app. This enables you to test the signal on the device the My BT app is installed on. Before you press ‘check signal’ please ensure that you’re standing in the middle of the room that you want to check the Wi-Fi signal strength. Within a few seconds you’ll receive the outcome of the Wi-Fi signal strength. If your Wi-Fi signal strength isn’t strong, please contact us.
You can also use the My BT App to find the best location for your Wi-Fi Discs and complete the setup experience.
10. How does the Complete Wi-Fi Guarantee work if I also have Hybrid Connect? The Guarantee is only applicable when you are connected to internet via your Smart Hub 2.
11. How do I claim a £100 bill credit if I don’t have signal in every room? If you don’t have signal in every room, contact us at 0800 800 150 and if we’re unable to resolve the issue, we’ll arrange for a one-off credit of £100 to be applied to your next BT Bill.
12. What information will BT collect as part of the Complete Wi-Fi service? We need to use information about the devices connected to your Smart Hub (such as the manufacturer and software version), and the connectivity experience (is it slow or dropping out?) so we can best manage your service. We use this and other personal information related to the service in accordance with our privacy policy, a copy of which can be found here.
Price Promise
13. How does Our Price Promise work? You’ll keep the same monthly price, when your contract ends. This doesn’t include any changes as a result of annual percentage increase in the Consumer Price Index (CPI) rate of inflation plus 3.9%. See bt.com/prices for more information.
Home Tech Experts
14. What is a Home Tech Expert? Our Home Tech Experts are trained to install, repair and optimise BT products and services (e.g. Smart Hub, EE TV, My BT app, Complete Wi-Fi, BT master phone socket and Hybrid Connect) whilst visiting you at home. Our Home Tech Experts can also connect non-BT devices to the BT Smart Hub over Wi-Fi. Home Tech Experts will provide advice on the full range BT’s products and services, some of which you may choose to purchase during the visit.
15. When can I request a visit from a Home Tech Expert? Our experts will come to you at home – whether you need a hand setting up, or optimising a new service or fixing a problem.
This means:
i. When you regrade to BT Halo 3+;
ii. When you optimise your Broadband and/or Television service;
iii. When you add certain products and services (i.e. EE TV and complete Wi-Fi); and
iv. Every 12 months in your Annual Health Check.
16. What is the Annual Health Check? This is where a Home Tech Expert will visit your home and check that your BT Products and Services (e.g. Smart Hub, BT TV, Complete Wi-Fi) are set-up correctly, make recommendations that could improve your services (e.g. Replace the BT master socket, change the location of the Smart Hub, installation of Complete Wi-Fi, fix internal wiring problems), and carry out any improvements with your agreement. We may also send a Home Tech Expert if you tell us you have a fault with your Broadband and/or TV service and we determine that the problem may be within your home.
17. How do I request a visit from a Home Tech Expert? If you are placing an order for, or regrading your BT Halo 3+ you may be asked at the time. Otherwise by calling 0800 917 3192 or booking online via My BT.com. There may be circumstances where you need Openreach to visit your property. An Openreach engineer may need to install something in your home for the first time – this can include a new phone line or new fibre broadband technology. If this is the case, you will be able to book a visit from a Home Tech Expert to arrive once Openreach have completed any necessary work to install your services.
What are the Mobile Benefits?
18. The Mobile Benefits are Keep Connected Promise (Broadband Backup), Mobile Data Boost and the No Limits plan when you take certain BT Mobile plans. We’ve set out below how these benefits work.
Keep Connected Promise
19. How does the Keep Connected Promise (Broadband Backup) work?
a. What is Broadband Backup? Broadband Backup works by giving you free and unlimited BT Mobile data for the duration of your fault and whilst you move home. This means that you can use your BT Mobile as a hot spot (sometimes called tethering) to connect your devices to, without using up your usual BT Mobile data allowance. It covers normal use of your BT Mobile too. Because you’re using a mobile, the performance of your devices will depend on the strength of your 4G signal throughout your home.
b. When will I get Broadband Backup? You may be eligible for Broadband Backup if we determine that you have a qualifying broadband fault. You can also get Broadband Backup if you are moving home and taking your BT Halo 3+ Broadband with you.
c. How do I ask for Broadband Backup?
i. You’ll need to contact us to report your broadband fault. You can do this online at bt.com/help/home/faults/ or by calling 0800 800 150. We will then run diagnostics to check everything is okay with your line. This will involve a few online tests. We might ask you to turn your Hub off and on again, check wiring within your home, or unplug your devices. This is so we can determine the cause of the fault. We will determine whether you meet the definition of qualifying broadband fault. We will switch on Broadband Backup for all SIMS on your BT Halo 3+ billing account within an hour of you reporting the fault. In some circumstances we might send an engineer to your home as part of our diagnostics – but we’ll turn on Broadband Backup before their visit to get you connected.
ii. You’ll need to contact us to place your homemove order. You can do this online at bt.com/manage/moving-home or by calling 0800 800 150. If you have a qualifying home move order, we will switch on Broadband Backup for all SIMS on your BT Halo 3+ billing account just before you move.
iii. You’ll know that you have Broadband Backup because we will send you an email and SMS confirming it is switched on, and you’ll be able to log into MyBT and see that your data allowance has been set to unlimited.
d. When won’t I get Broadband Backup? You won’t be entitled to Broadband Backup if:
i. Your fault is caused by an issue within your home environment (for example, if your Hub needs to be rebooted or if you have home wiring issues);
ii. We reasonably suspect that your fault is not genuine or is the result of fraud, or if you’ve broken the terms of your service at bt.com/legalstuff (for example, if you haven’t paid a BT bill); or
iii. You also can’t use this benefit when you’re travelling outside of the UK.
e. What happens after my fault is resolved or my home move is complete? We will contact you once your fault has been resolved or your home move order has completed. We’ll tell you when we’re switching off Broadband Backup and you’ll need to go back to using your broadband hub as normal. If you don’t, your BT Mobile usage will use your data allowance (or you’ll be charged for it if you’re over your data allowance).
Mobile Data Boost
20. How does the Mobile Data Boost work? We will automatically double your monthly data allowance on all of your BT Mobiles on the same account as your BT Halo 3+ Broadband. This includes BT Mobile plans you purchased before you joined BT Halo 3+ Broadband, and new plans you take afterwards too. You can see what your new total monthly data allowance is by logging into MyBT. Mobile Data Boost does not apply to any data add-ons that you’ve purchased.
No Limits Plan
21. What is the No Limits plan and how do I get it? For BT Halo 3+ customers taking certain BT Mobile plans you will automatically get unlimited use of your mobile, home phone and broadband with our No Limits plan. This replaces the Mobile Data Boost above. We’ll let you know when you’ve selected one of these plans. You can check whether you have a No Limits plan by logging into MyBT where it will say ‘unlimited’. The No Limits plan is for your personal use only. If we think you may be using your plan for non-personal use, we may call you discuss and may move you to a more suitable plan.
22. What happens if I no longer have a No Limits eligible BT Mobile plan? If you switch away from BT Halo 3+ or a No Limits eligible BT Mobile plan you will no longer get the No Limits plan. You will be asked to choose a home phone calling plan that is right for you when you downgrade. If you don’t choose we’ll automatically move you to our ‘pay as you go’ home phone plan. Details of the charges are shown in our Tariff Guide at bt.com/tariffguide.
Everything Else
23. These benefits don’t affect your statutory rights or any other legal rights that you may have.
24. We reserve the right to substitute equivalent benefits if this is necessary for reasons beyond our control.
25. If we add additional benefits to BT Halo 3+ we may amend these terms to reflect these new benefits. We will publish the amended terms here at bt.com/halo/terms.
26. If you have BT Halo3 or 3+ you may also have the Stay Fast Guarantee. The guarantee only applies when your Smart Hub 2 is connected to the fixed broadband network and not the EE 4G mobile network. The terms and conditions for this Stay Fast Guarantee can be found here.
27. The parental controls set for your Smart Hub 2 will also apply for your Hybrid Connect. The parental controls set for your Broadband Backup may be different to those on your normal hub. By using Broadband Backup, your BT Mobile parental controls will apply. You can adjust these settings in the mobile section of MyBT.
28. The Hybrid Connect is designed to be used only when your fixed BT Fibre broadband connection is unavailable. If you are using it in a way different to its intended use, we reserve the right to take action which may restrict your service.
29. These terms and conditions apply in addition to the terms of your service (available at bt.com/legalstuff).