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1 Lst upt: 31st Jnury 2017 BT TV trms n onitions Frquntly sk qustions n importnt trms Pls tk som tim to r ths trms n onitions. Thy provi importnt informtion out th srvi n ny quipmnt w'r proviing you with. Tht inlus how w my hng th srvi, th grmnt n th hrgs. Th most importnt prts of th trms n onitions r xplin low. Wht srvi m I gtting? W xplin th tils of th srvi, inluing th hrgs, in your orr onfirmtion. You n lso fin tils on your My BT ount t t.om. W provi th srvi to you through ithr st-top ox or th plyr srvi. Whn you pl your orr w'll gr with you whih option you shoul hoos. Th ontnt through th st-top ox my iffrnt from th ontnt on th plyr srvi. W ll xplin tht to you whn you r pling your orr. How long os th srvi lst n whn os it strt? W provi th srvi for minimum mount of tim (th minimum trm), whih is st out in your orr onfirmtion. W strt proviing th srvi n hrging you for it on: th y you gt your st-top ox (if you hv hosn to riv th srvi through st-top ox); or th t th srvi gos liv, if you hv hosn th plyr srvi. If you hng your min, you n nl th srvi in th ooling-off prio. W xplin how to o tht in lus 5 of ths trms n onitions. In som irumstns you n n th srvi for th n of th minimum trm without hving to py hrg for ning it rly. Ths irumstns r xplin in lus 14 of ths trms n onitions. In othr irumstns, if you n th srvi uring th minimum trm, or if w n it rly us you v rokn th grmnt, w my hrg you f for ning th srvi rly. Unlss you tll us not to, w'll tk this hrg from th ount you hv givn us tils of. Will th hrgs inrs? W my inrs th hrgs t ny tim. R luss 26 n 27 of ths trms n onitions for mor informtion. If you hng th srvi, you'll py th hrg for th nw srvi from th y w gr it will strt. How muh noti will I gt if you inrs th hrgs? W'll tll you t lst 30 ys for w put th hrgs up, unlss: thr r rsons w n t giv you noti; th hng is u to hng in th lw (suh s hng in VAT); or rgultor hs tol us to hng th hrgs. Whtvr th rson for th hng, w'll giv you s muh noti s w n. 1

2 Lst upt: 31st Jnury 2017 If th hng signifintly isvntgs you, w ll lt you n th srvi for th n of th minimum trm without pying hrg. W xplin whn this my hppn in lus 22 of ths trms n onitions. Will th srvi hng? BT TV is vril TV srvi. This mns th ontnt you gt my hng from tim to tim. W n t gurnt tht BT TV will l to show, or kp showing, ny prtiulr ontnt (lik prtiulr hnnl or progrmm). W my hng, rpl or withrw ny of th hnnls, TV pkgs, olt-ons, ontnt, srvi fturs or thir-prty srvis. For xmpl, w might uy hnnl from thir prty who no longr wnts to sll it to us in th futur. Th ontnt w n show my lso iffrnt on iffrnt vis. For xmpl, th ontnt through st-top ox, th plyr srvi n th BT TV pp might iffrnt. Also, th ontnt n funtions might pn on whih vi you viw th plyr srvi on or hv th BT TV pp on. Th ontnt you gt s prt of th srvi lso pns on whih BT Bron srvi you hv. For xmpl, if you v got our oppr BT Bron srvi, you might not l to viw th sm ontnt s if you h our fir BT Bron srvi. W'll xplin this to you whn you uy th srvi. W my lso hng othr things in th srvi n th grmnt t ny tim. Tht inlus th minimum trm, quipmnt suh s your st-top ox, n srvi fturs. W'll tll you out ny hngs t lst 30 ys forhn, unlss thr r rsons w n t (for xmpl, if ontnt provir osn t giv us nough noti tht thy r withrwing thir ontnt). If th hng puts you in signifintly wors position, you'll l to n th grmnt without pying f. W xplin whn this my hppn in lus 22 of ths trms n onitions. You my lso l to hng your srvi y ontting us. Wht hppns if I uy numr of srvis from BT? If w provi you with mor thn on srvi or itm of quipmnt (for xmpl, if you hv mor thn on of BT Sport, BT Moil, BT TV or BT Bron), you'll hv sprt grmnt for h on (n possily for iffrnt itms of quipmnt). Mk sur you r h grmnt rfully. Although som of th trms r th sm or vry similr, h grmnt hs importnt iffrns. Som of our srvis pn on othr srvis. For xmpl, you n only gt BT TV if you lso hv BT Bron. If w or you n or suspn on srvi, w my n to n or suspn nothr. If tht hppns, w'll tll you. Also, you my pying lss for th srvi if you lso tk nothr BT srvi. If you lv th othr BT srvi, your hrgs my go up. W xplin whn this my hppn in lus 16 of ths trms n onitions. Mor informtion You n lso r ths trms n onitions, n our poliis, t t.om/lglstuff. How to ontt us Phon us on Clls r fr from lnlins n BT moils. Clls from othr moils ost th stnr rt hrg y your provir. W my ror lls (inluing mrkting lls) to hlp us with trining n to prvnt intity fru. 2

3 Lst upt: 31st Jnury 2017 Complints Our Customr Complints Co tlls you how to omplin. You n r it t t.om/omplintso. 3

4 Lst upt: 31st Jnury 2017 Our trms n onitions for th BT TV srvi You shoul r ths trms n onitions rfully s thy ontin importnt informtion. Pls lso r our Privy Poliy t t.om/privypoliy. It sris how w my us your prsonl informtion. Th sis 1 Who w r W'r British Tlommunitions PLC of 81 Nwgt Strt, Lonon, EC1A 7AJ. W r rgistr in Engln with ompny numr Evryon knows us s BT. 2 Wht wors mn Som of th wors n phrss in ths trms n onitions hv spil mnings. Thos wors r print in ol whrvr thy hv th spil mnings givn low. grmnt th lglly ining grmnt twn you n us for th srvi. Th grmnt is m up of th following. Ths trms n onitions Our Triff Gui (t.om/triffgui) Our Pri List (t.om/prilist) Our ltst Privy Poliy (t.om/privypoliy) Our ltst Aptl Us Poliy (t.om/ptlus) Our ltst Complints Co (t.om/omplintso) Th ltst vrsion of ny othr poliy w tll you out olt-on mns: olltion of ontnt; or ny stn-lon pi-for hnnls; whih w provi to you (n hrg you for, if pproprit) on top of your TV pkg (for xmpl, BT TV Kis). BT ID th usrnm w'll giv you n psswor tht you hoos for whn you us BT srvis. BT TV pp our pp whih givs you ss to ontnt. BT TV purhss pp our pp whih givs you ss to uy-to-kp ontnt you'v ought through th srvi. uy-to-kp ontnt n itm of ontnt (for xmpl, film, progrmm or vnt) whih w offr you, for on-off hrg, to wth s mny tims s you lik on th trms st out in th grmnt. hnnls th hnnls w offr s prt of th srvi, whih my vry from tim to tim. This inlus pi-for hnnls n r-utton hnnls (whih my fr), ut os not inlu ny hnnls whih r inlu in ny thir-prty srvis. hrgs th fs you py for th srvi. Ths r st out in your orr onfirmtion, long with nything ls you n to py (for xmpl, ny instlltion, onntion or tivtion fs) unr th grmnt. 4

5 Lst upt: 31st Jnury 2017 ontnt th ontnt w provi s prt of th srvi, whthr pi for or for fr. This inlus ny uio-visul mi suh s TV progrmms n films, pps n othr srvis, th hnnls, on-mn ontnt n uy-to-kp ontnt, ut os not inlu ny srvi fturs or thir-prty srvis. ooling-off prio th prio from th t th grmnt is m until 14 ys ftr: th quipmnt (if ny) is livr; th srvi strt t; or th y you riv your orr onfirmtion; whihvr hppns ltst. quipmnt th quipmnt (if ny) w giv you s prt of proviing th srvi (inluing ny st-top ox), s st out in your orr onfirmtion. hom th rss you liv t in th UK n tht th srvi is rgistr to. minimum trm ny initil or ltr prio you'v gr to py for th srvi for, whih gins on th srvi strt t st out in your orr onfirmtion. on-mn ontnt ny ontnt (xpt uy-to-kp ontnt n ontnt inlu in thirprty srvis) tht w provi s prt of th srvi (whthr pi for or for fr) whih you n wth whn you hoos, for limit prio of tim. orr onfirmtion th lttr, mil or othr ommunition w sn you ftr w pt your orr for th srvi. It onfirms importnt things lik th sription of th srvi, th minimum trm n th hrgs. pi-for hnnls hnnls whih w hrg you for (not inluing ny r-utton hnnls). plyr srvi whr you gt ss to th srvi through omptil vi of your own rthr thn through st-top ox w hv provi. r-utton hnnls xtr hnnls vill to you within your hosn TV pkg n whih you n gt ss to y prssing th r utton on your TV rmot ontrol or in ny othr wy w offr you. srvi fturs ny prouts, fturs or funtions w provi on top of, or s prt of, th srvi (for xmpl, th xtr ox srvi, th BT TV pp n th ility to viw ontnt through th BT TV wsit). Srvi fturs might hv xtr trms n onitions tht you will hv to kp to. srvi strt t th t th srvi strts, whih will th t tht: you riv th st-top ox from us; th srvi gos liv through th plyr srvi, s st out in your orr onfirmtion; or ny othr t w tll you. st-top ox vi w provi for you to us to riv th srvi (inluing ny YouViw ox whih w provi to you). th srvi th BT TV srvi (s sri in lus 6) onsisting of your TV pkg, oltons, ontnt, thir-prty srvis n srvi fturs provi or m vill y us or othr usinsss (togthr with ny quipmnt), s st out in your orr onfirmtion, on your ill n on your My BT ount (if you hv on). 5

6 Lst upt: 31st Jnury 2017 thir-prty srvi ny hnnls (inluing r-utton hnnls), plyrs, pps or othr ontnt or srvis whih r vill to you through th srvi ut whih r provi to you y othr usinsss whih my provi to you for fr or for n xtr hrg (for xmpl, fr hnnls suh s Chnnl 4 n ITV, fr th-up plyrs suh s BBC iplyr, n srvis from thir prty, suh s Ntflix). Extr trms n onitions my pply. TV pkg th hnnls, ontnt n srvi fturs w provi s pkg from tim to tim. working ys Mony to Friy, xpt nk holiys n puli holiys. YouViw th TV n ontnt srvi tht givs you ss to tlvision hnnls n on-mn ontnt from othr provirs, n through whih w my provi th srvi. 3 Wht r ths trms n onitions for? Ths r th trms n onitions whih pply to th srvi. If w provi you with nothr srvi (for xmpl, BT Sport, BT Moil or BT Bron), you'll hv sprt grmnt for h srvi. Pls r h grmnt rfully. Although som of th trms r th sm or vry similr, h srvi hs importnt iffrns. 4 Whn th srvi strts n how long it lsts Th srvi strts on th srvi strt t. Unlss you hng your min n nl th grmnt in th ooling-off prio (s lus 5), th srvi will lst for t lst th minimum trm. Th xptions r if you n th srvi in wy st out in luss 14 n 14 or w n th srvi in lin with lus 15. W might lso st nw minimum trm uring or ftr your initil minimum trm (for xmpl, if you tk up on of our offrs). W'll lwys tll you forhn if w pln to st nw minimum trm. If you n th srvi for th minimum trm hs n, or if w n it in lin with luss 15(iii) to 15(xiv), you my hv to py f. If you gt isount or fr quipmnt in rturn for tking th srvi for th minimum trm, n you n it rly, w my hrg you th full pri for th quipmnt. Tk look t lus 5 n luss 17 to 17 for tils. 5 You n hng your min You n hng your min n nl th srvi within th ooling-off prio. If w v lry strt proviing th srvi y th tim you nl it, you'll hv to py th full ost of wht you v us. This won t tk ount of ny isounts or fr offrs. It ll lso inlu ny xtr hrgs suh s instlltion, onntion or tivtion fs. If you nl th srvi within th ooling-off prio n w'v givn you ny quipmnt, th grmnt won't n until you'v rturn th quipmnt to us. Th following will lso pply. 6

7 Lst upt: 31st Jnury 2017 (i) You must rturn th quipmnt to us within 14 ys of nlling th srvi. W'll sn you som pr-pi pkging to o this. (ii) If you on't rturn th quipmnt within 14 ys, you'll hv to py th full ost of it, s st out in our Triff Gui. Tht might mor thn wht you originlly pi (if, for xmpl, you got isount in rturn for tking th srvi for its minimum trm). (iii) On w gt th quipmnt k (or s vin tht you v post it to us) w'll rfun wht you v lry pi for it (if nything). If w think th quipmnt is worth lss us it s n us or mg, w might not giv you full rfun. Chnging your min out ny on-mn ontnt or uy-to-kp ontnt You n hng your min n nl ny on-mn ontnt or ny uy-to-kp ontnt within 14 ys of th t you rnt or uy it (s pproprit), s long s you hvn t lry ownlo, wth or strm ny of tht ontnt. If you nl on-mn ontnt or uy-to-kp ontnt for you v ownlo, wth or strm ny of it, w'll rfun you. Th srvi 6 Wht m I gtting? Th srvi is sltion of srvi fturs, TV pkgs, olt-ons, hnnls n onmn ontnt whih my hng from tim to tim. It lso givs you ss to uy-tokp ontnt n thir-prty srvis from othr provirs. W provi th srvi through st-top ox or through th plyr srvi. Whn you pl your orr w'll gr whih option you wnt. Th ontnt on h option might iffrnt. W ll xplin tht to you. As prt of th srvi you might lso gt th BT TV pp s on of your srvi fturs. You n olt-ons to your srvi. Tht will mn mking hngs to th grmnt. You n gt on-mn ontnt or uy-to-kp ontnt through th srvi for onoff hrg. Chk our Triff Gui for tils of how w provi oth typs of ontnt n th hrgs. 7 How you n us th srvi Th srvi is just for you n your houshol for prsonl us (mning tht it shoul not us for ny tr, usinss or profssion). You'r rsponsil for how th srvi is us. You n only wth th ontnt provi s prt of th srvi, inluing ny rorings, t your hom. Th xption is if you r using th BT TV pp in th UK, th Chnnl Islns or th Isl of Mn (in whih s you ll rsponsil for ny osts). To gt n us th srvi: you'll n BT Bron whih hs pss minimum lin sp n qulity tst (tht w'll rry out for you pl your orr); n your vi must onnt to th intrnt. If you riv th srvi through st-top ox, it must sty onnt to th intrnt. 7

8 Lst upt: 31st Jnury 2017 f g Th ontnt you n gt s prt of th srvi pns on th BT ron srvi you hv. Using th srvi my slow own your ron sp for othr intrnt-s srvis. You gr tht you ll o th following in onntion with th srvi. (i) (ii) (iii) (iv) (v) (vi) (vii) Follow ny rsonl instrutions w giv you out th srvi n hlp us run our surity hks. Gt ny prmission w n to provi th srvi to you or instll nything. Tll us if you hng your nm, rss, mil rss, moil numr, pymnt tils or nything ls w my n to know out. Do vrything you n to kp your BT ID usrnm n psswor privt n prvnt nyon ls from using thm. You shoul lso kp your ill n ount tils sf from frustrs. Thr is guin on this t t.om/sms. Tll us stright wy, n hng your BT ID psswor, if you think or know tht somon ls knows your BT ID usrnm n psswor. Us th srvi lwfully. Tht mns you must not us it in wy tht rks ny lw, rgultion or rul in for in Engln n Wls, Sotln or Northrn Irln (s pproprit). Not o nything whih might hv ngtiv fft on: our systms, ntworks, srvrs, rn, rputtion or surity; othr ustomrs' srvis or quipmnt; othr ustomrs surity; or ny othr prson's or usinss's systms, ntworks or surity. h i j k If w rsonly liv you'v misus th srvi, or hv lt nyon ls misus it, you might hv to py us for ny loss or mg w suffr s rsult. Thr r mor tils out this in our Aptl Us Poliy t t.om/ptlus. Your us of th srvi n quipmnt, n ny softwr you n for thm, is prott y: lws rlting to intlltul proprty (rights to plns, is, or othr non-physil ssts); ths trms n onitions; n ny xtr trms of us or n-usr lin grmnt you pt (you won t hv to py ny hrgs unr n n-usr lin unlss you'v gr to). W own ll opyright, trmrks n othr intlltul proprty rights in th srvi. W on t trnsfr ny rights in ny ontnt to you, xpt whr th grmnt stts othrwis. If you hv to ownlo softwr to gt th srvi, tht softwr my sn us informtion out your vi (inluing informtion out wht you r using th vi for). W xplin th typ of informtion w might ollt in our Privy Poliy t t.om/privypoliy. By using th softwr, you'r gring to our Privy Poliy n tht w n sn th informtion. 8 Wht you mustn't o You mustn't o, or llow nyon ls to o, th following. 8

9 Lst upt: 31st Jnury 2017 (i) (ii) (iii) (iv) (v) (vi) (vii) Mk unuthoris or unlwful rorings of ny ontnt or opy, pulish, rnt out, rprou, trnsmit, ltr, intrfr with or riv ny pymnt in onntion with th rlvnt softwr or ny ontnt you wth, strm or ownlo from th srvi. (On xption is wht s llow unr th Copyright Dsigns n Ptnts At For xmpl, you r llow to ror progrmms on your st-top ox or ny othr vi to wth ltr.) Rprou ny roring m using your st-top ox or m from th srvi. Distriut, rost or othrwis trnsfr ny ontnt to nothr prson in ny wy. Disply ny prt of th srvi in rtil, usinss or ommril prmiss or for ny usinss purpos. Sll, or hrg nyon for wthing or using, ny prt of th srvi. Show ny prt of th srvi to n uin in puli, vn if you on t hrg. Try to rk ny surity or ontnt-prottion ruls rlting to th srvi, or ompromis th surity of th ontnt or ny vi us for viwing th srvi. (viii) Eit, hng, trnslt or rt ptions or othr opis of ny ontnt. (ix) Othrwis us ny ontnt or ny prt of it xpt how th grmnt sys you n. You must not ss ontnt provi s prt of th srvi on th sm ount on mor thn on st-top ox, unlss w hv provi you with n xtr st-top ox to wth th srvi in nothr room. 9 Usg llowns Unlss you hv (or h) minimum trm of 12 months or longr for your BT Bron, ny ontnt you wth will ount towrs your ron ownlo limit (if you hv on). This os not inlu ny ontnt or thir-prty srvis you gt through st-top ox. W my hrg you if you go ovr your ownlo limit, ut w'll tll you out it for w o. You ll fin tils of th hrgs in our Triff Gui. If you gt th srvi through th BT TV pp or viw ontnt on th BT TV wsit, you'r rsponsil for ny osts hrg y your moil or ron provir. Thr r urrntly no limits on how muh you us th srvi. In th futur w my introu monthly limits on rtin typs of ontnt. W ll pulish ny limits t t.om/tv. If you go ovr ths limits, w might sk you to py xtr. W'll giv 30 ys' noti for w o this. 10 Stting up your srvi If you n us to instll ny quipmnt, w'll gr t with you. You must lt us into your hom if nssry. W might sk you to instll som quipmnt yourslf. If w o, w'll sn instrutions. 9

10 Lst upt: 31st Jnury 2017 f g If you n to hng or nl ny ppointmnt, you must tll us t lst two working ys forhn. If w n to hng th instlltion t, w'll try to ontt you t lst two working ys forhn. W might hrg you fs for instlling quipmnt or tivting your srvi. If w o, w'll tll you for you omplt your orr. W n only instll th quipmnt if somon ovr 18, who n mk isions out whr to instll it, is t hom. W'll rly on thos isions whn instlling th quipmnt. On th y w instll th quipmnt, w might n to isonnt your phon lin for whil. If possil, pls hv kup for mking lls to mrgny srvis. Our nginr isn t rsponsil for onnting ny quipmnt tht w hvn t provi (lik gms onsol). 11 Wht w hv to o for you f W provi th srvi, quipmnt n instlltion work t your hom. W my tk instrutions from prson w hv goo rson to liv is ting with your prmission. W im to provi ontinuous, high-qulity srvi using rsonl r n skill. Howvr, u to th ntur of th srvi n th quipmnt w us to provi it, w n t gurnt tht it'll vill ll th tim. Somtims thr might fults with th srvi. W'll fix ny fults s soon s w n. Clus 18 sts out wht you n o if thr s prolm. Osionlly, w might hv to intrrupt, hng or tmporrily suspn som or ll of th srvi (inluing th ontnt). Tht oul to rry out mintnn, rpirs, upgrs or mrgny work. If w o, w'll try to gt th srvi up n running gin s quikly s possil. In xptionl irumstns, w my hv to o things to mng our ntwork's prformn. You n r our ltst poliy t t.om/ronusgpoliy. If w know or liv tht ny of your vis hv n inft y mlwr (softwr sign to isrupt or mg omputr, suh s omputr virus), or if ny of your vis try to gt ss to mliious wsit ( wsit tht ttmpts to instll mlwr), w might tk tion. Tht might mn putting softwr onto our ntwork to stop th spr of tht mlwr or prvnt your vis from going to th mliious wsit. Contnt 12 Avilility of ontnt As th srvi is vril TV srvi, w n't gurnt ontnt will lwys vill. For xmpl, som hnnls n othr ontnt r provi to us y thir prtis so w n't gurnt thy ll vill. In rtin irumstns, ontnt my only vill in som prts of th UK. W n t gurnt progrmm informtion will urt or omplt. W im to mk ontnt vill t th tims shown, ut tht my vry. 10

11 Lst upt: 31st Jnury 2017 Som ontnt my only vill for limit tim (n ss prio ). Whn th ss prio hs n, th ontnt will no longr vill to you. W'll tll you if this is th s. Diffrnt ontnt n srvi fturs r vill with iffrnt TV pkgs. You ll fin mor tils t t.om/tv. Th ontnt w n show my lso iffrnt on som vis. For xmpl, th ontnt through st-top ox, th plyr srvi, BT TV pp n BT wsit might iffrnt. Th ontnt n funtions on th plyr srvi n th BT TV pp might lso iffrnt. Tht will pn on whih vi you r using. Pymnts 13 Pying wht you ow us f g h You must py th hrgs for th srvi, whthr it is you or somon ls who uss it. W ll normlly ill you in vn (for th prio h) vry month or vry thr months, pning on wht w v gr. But you ll py on-off hrgs (lik rntls or purhss) in ltr ill. You'll gt your ills t t.om/yourount. If you' lik ppr ills, sk us n w'll sn thm to you if w n. W my hrg you n xtr f, ut w ll tll you out this forhn. You must py ny ills s soon s you gt thm, unlss w gr othrwis with you. If you gnuinly think ny mounts on your ill r wrong, tll us stright wy. W won't suspn or n th srvi whil w look into th mttr (s long s w think it s gnuin). You must py ny mounts you gr tht you ow. If you on't py your ill on tim, w'll phon you or sn you rminr. If you still hvn t pi: svn ys ftr w rmin you (if you py monthly); or 10 ys ftr w rmin you (if you py vry thr months); w might hrg to your nxt ill. You my lso hv to py hrg to us if irt it or hqu ouns us you on't hv nough mony in your ount. VAT is not to ths. If you hvn't pi ill, w won't normlly suspn or n th srvi until 21 ys ftr th t your pymnt ws u (28 ys if you py vry thr months). Howvr, if this isn t th first tim you hvn t pi ill on tim, w my n th srvi rlir. If you on't py your ill, w my giv tils, inluing your prsonl informtion, to tolltion gny n sk thm to ollt th mony for us. If w o, you'll hv to py n xtr hrg to ompnst us. Th hrg won't mor thn th rsonl mount w hv to py to th t-olltion gny, who will th hrg to your t. VAT will not to ny xtr mounts to your ill. W might lso trnsfr your t to ny othr usinss (in whih s, your prsonl informtion will lso trnsfrr) who might thn try to ollt th mony in wy it thinks is suitl. 11

12 Lst upt: 31st Jnury 2017 This lus ontinus to pply ftr th grmnt with us hs n. i j By gring to tk th srvi from us, you gr to us shring tils of your BT pymnt history with rit-rfrn gnis. If w hoos, w ll shr your prsonl informtion with gnis lik Exprin or Equifx in lin with th Dt Prottion At Unlss you tll us not to, w my tk mounts you ow from th nk ount or th ritr or it-r ount you hv givn us tils of. By ntring into th grmnt you r uthorising us to o this. Ening th srvi 14 Whn you n n th srvi If you hng your min out th srvi, you n nl th grmnt uring th ooling-off prio, s xplin in lus 5. You won't hv to py f for lving rly. Aftr th n of th ooling-off prio you n nl th grmnt t ny tim y giving us 30 ys' noti. Howvr, if you'r within th minimum trm you my hv to py f for lving rly, pning on your rson for nlling. You won't hv to py f for lving rly if you r nlling: (i) us w hv rokn signifint trm of th grmnt; (ii) unr lus 28, ftr w hv mov you to nothr TV pkg; or (iii) us you hv mov hom n w n't giv you th srvi t your nw rss. You n nl olt-on t ny tim y giving us 30 ys' noti. 15 Whn w my rstrit, suspn or n th srvi W n stop proviing th srvi n n th grmnt t ny tim y giving you t lst 30 ys' writtn noti. If you rk th grmnt, w'll normlly lt you try to put things right within rsonl tim. But w my limit, suspn or n ll or prt of th srvi immitly if ny of th following pplis. (i) (ii) (iii) (iv) (v) (vi) (vii) W hv to n th grmnt y lw or in lin with ny rgultion. W n no longr provi th srvi (or prt of it), or w hv suspn or rstrit rlt srvi. You hv rokn th grmnt n not put things right within rsonl tim. You hv sriously misus th srvi. You or nyon using th srvi hs t towrs our stff or gnts in wy whih w think is unsuitl or srious nough to justify suspning or ning th srvi. You r not pying for th srvi (s sri t th n of lus 13g) or r pying in wy w hvn t gr with you. You hv nll your irt it n w hvn't gr nothr wy you n py. 12

13 Lst upt: 31st Jnury 2017 (viii) W rsonly suspt fru or othr unuthoris tivity. (ix) It s rsonl for us to o so to prott our ntwork n mintin high-qulity srvi. (x) (xi) (xii) Wht you us is vry iffrnt from wht w' xpt from th vrg ustomr. You hv rokn ny othr grmnt you hv with us n hvn t put things right within rsonl tim. You hv us th srvi in wy th vrg ustomr wouln't us it. (xiii) You on't hv working BT Bron srvi or o not kp your st-top ox onnt to it. (xiv) W rsonly liv you'r using th srvi in wy tht isn t in lin with th grmnt. f g h i If w suspn or n th srvi us you r rking th grmnt, w my giv your tils to th ownr of ny ontnt or to ny rlvnt nformnt gny. W my lso rmov ny BT-own quipmnt you r using in ommril prmiss. If w suspt thr s n, or is likly to, surity inint, w might suspn your BT ID usrnm to prott your ount. W ll sk you to hng your psswor for ltting you log k in. If w suspn or n th srvi, w'll tll you wht you n to o to rstor it. If you'r within th minimum trm whn w tll you w'll n th srvi, n th grmnt, for ny rson st out in luss 15(iii) to 15(xiv), you'll hv to py f in lin with lus 17. If w suspn or n th srvi for ny rson st out in luss 15(iii) to 15(xiv): w my hrg f to strt th srvi gin; n you my hv to py th hrgs for th srvi whil it s suspn, up until it ns. If you rk th grmnt n w o not tk tion, w n still tk tion t ltr t. If you or w n th srvi n th grmnt, w'll rfun ny mounts you'v pi upfront. But first w'll tk off ny mony you ow us in onntion with th srvi or ny othr grmnt twn you n us. 16 Whn you gt othr srvis or quipmnt from us Somtims w n only provi you with th srvi if you lso hv on of our othr srvis. If on srvi ns or is suspn, w might n to n or suspn th othr. If tht s th s, w ll tll you. You might pying lss for th srvi or quipmnt s rsult of you lso tking nothr BT srvi. If you lv th othr srvi, your hrgs my go up. If you'r using ny srvi fturs, ths my n on th y th grmnt ns. 13

14 Lst upt: 31st Jnury Chrgs for ning th grmnt rly f You will hv to py us f for ning th grmnt rly if: you n th srvi uring th minimum trm, xpt in th irumstns st out in lus 17f; or w n th srvi uring th minimum trm in lin with luss 15(iii) to 15(xiv). Th f you will hv to py pns on how long you v got lft on th minimum trm. You n fin mor informtion t t.om/trmhrgs. If you n th srvi uring th minimum trm, or if w n it in lin with luss 15(iii) to 15(xiv), n you hvn't pi for ny of th quipmnt in full, you my hv to py n xtr hrg (unlss lus 17f pplis). Th xtr hrg woul on-12th of th ln for your st-top ox (tht is, th pri of th st-top ox s st out in our Triff Gui, lss ny mount you pi upfront for th st-top ox whn you pl your orr) for h month of th minimum trm lft, up to limit of 12 months. Thr r full tils of this xtr hrg in our Triff Gui. If you kp th srvi tht th st-top ox m with for t lst 12 months, you won't hv to py nything for th st-top ox whn you n th srvi. If, within 12 months of orring th srvi, you owngr it to lvl whr you woul normlly py n upfront hrg for th st-top ox, w ll hrg you th iffrn twn th pri you pi for th st-top ox n th pri, s st out in our Triff Gui, whih you woul hv pi if you h tkn th srvi t th ru lvl inst. Any hrg you py unr lus 17 will tk ount of ny highr upfront pymnt you m for th sttop ox s rsult of owngring your originl lvl of srvi. You won't hv to py th hrgs in luss 17 to 17 if you: n th srvi within th ooling-off prio, s xplin in lus 14; n th srvi unr lus 14 s rsult of hngs tht signifintly isvntg you; n th srvi unr lus 14(i) s rsult of us rking signifint trm of th grmnt; n th srvi unr lus 14(ii) s rsult of us moving you to nothr TV pkg; mov hom n w n t provi th srvi t your nw rss; or n your BT Bron srvi in lin with lus 17 of th grmnt for tht srvi. If somthing gos wrong 18 Wht you n o whn w on't kp our promiss If you'v h prolm with th srvi or quipmnt, you my hv fw lgl options. Thr is mor informtion t vigui.org.uk. 19 Wht w'r not rsponsil for n limits on our liility If our nglign uss th or prsonl injury, w pt rsponsiility n thr is no limit to our liility. W lso pt rsponsiility for our fru or fruulnt misrprsnttion n for ny othr liility th lw os not llow us to xlu or limit. 14

15 Lst upt: 31st Jnury 2017 W pt rsponsiility for loss of or mg to your prsonl proprty rising from our nglign. W'll py up to 100,000 in totl for ny on vnt or sris of onnt vnts rising in ny 12-month prio. Aprt from rsponsiility w pt unr luss 19 n 19, w won't py you mor thn 5,000 in totl in ny 12-month prio. Aprt from rsponsiility w pt unr luss 19 n 19, w r not rsponsil to you for th following. (i) (ii) (iv) (v) (vi) (vii) (viii) (ix) Any ly or filur us y somthing yon our rsonl ontrol. This oul things suh s lightning, floo, svr wthr, fir, xplosion, trrorist tivitis, pimi, riots, wr, nything on y govrnmnt or othr puli uthority, or striks or othr inustril tion. You rking th grmnt. Any loss us y you using th srvi in wy tht rks th grmnt. Any ommril or usinss loss. Any loss or mg us y mlwr (for xmpl, viruss) or th unuthoris us of th srvi on ny of your vis. Any loss of, orruption of or rls of t or informtion. You using ny quipmnt or hrwr w hvn't suppli. Losss whih w ouln t rsonly hv xpt or onsir whn ntring into th grmnt. f Aprt from uy-to-kp ontnt, w r not rsponsil for th loss of nything you'v ror (or hv shul to ror) if: you gt your st-top ox rpir; w sk you to rturn your st-top ox to rpl; w upgr, upt or rpl ny softwr on your st-top ox; or th rorings r utomtilly lt, ithr to fr up storg sp on your st-top ox or us th rorings hv n on your st-top ox for long prio of tim. W'r not rsponsil unr th grmnt if th ontnt is suspn, intrrupt or not vill to you us of prolms with th intrnt onntion or ntwork ovrg. If you'r hving troul with your BT Bron, tk look t th sprt grmnt for tht srvi. 20 Rturning fulty quipmnt If you think ny of th quipmnt is fulty, pls tll us. You must rturn ny quipmnt tht you tll us is fulty, or whih w tll you is fulty or ns to fix or rpl (for xmpl, if th quipmnt is out of t or ns upgring). W'll giv you pr-pi pkging to o this. Lgl options my vill to you (for xmpl, you my hv right to rjt th quipmnt or th rpir or rplmnt). For mor informtion, visit vigui.org.uk. 15

16 Lst upt: 31st Jnury 2017 W might tst ny quipmnt you tll us is fulty. If w fin it isn't fulty, w my rturn it to you or rpl it. If you hvn't rturn your ol quipmnt within 30 ys of us sning you rplmnt, w n: stop or rstrit ss to th srvi n ny othr BT srvi until you rturn th quipmnt; or rovr our osts for tht quipmnt. Any rplmnt quipmnt w supply will nw or s nw (whih is son-hn quipmnt w v rfurish). Chngs w my mk 21 How w my hng th srvi, srvi fturs, TV pkg, olt-ons, hnnls n othr ontnt, quipmnt, hrgs n th trms n onitions of th grmnt W n hng th srvi, srvi fturs, TV pkg, olt-ons, hnnls n othr ontnt, quipmnt, hrgs n ths trms n onitions t ny tim for th rsons st out in luss 23 to How w ll tll you out hngs n your rights to lv if w o mk hngs If w mk ny of th hngs st out in luss: 23 n 23; 24(ii) to 24(xi); 25; 26(i) to 26(v); or 27; n ths hngs signifintly isvntg you, w ll o th following. (i) (ii) Tll you t lst 30 ys forhn, unlss thr r rsons w n t (for xmpl, if thir prty who provis ontnt withrws it without giving us nough noti). If tht hppns, w ll giv you s muh noti s possil. Giv you th hn to n th srvi, or olt-on, y giving us 30 ys' noti. You won't hv to py nything xtr or ny hrgs for ning your ontrt rly. Any hngs to: thir-prty srvis, inluing hngs to th ontnt of suh srvis, or hngs to ny hrgs for thos srvis (for xmpl, th Ntflix susription f); or th hrgs s st out in lus 16; will not giv you right to n th srvi or olt-on. W'll tll you out ny othr hngs in suitl wy, suh s putting noti on t.om. Chngs to ontnt will shown in your plnnr or th progrmm gui. 23 How w my hng TV pkgs, olt-ons, hnnls, ontnt or ss to thirprty srvis As th srvi is vril TV srvi, w on t gurnt w ll provi you with ny prtiulr TV pkg, olt-on, hnnl or othr ontnt, or with ss to ny prtiulr thir-prty srvis. W hng ll ths things from tim to tim for lots of rsons, som of whih r list low. 16

17 Lst upt: 31st Jnury 2017 W n hng, to, rpl or withrw ny TV pkg, olt-ons, hnnls or othr ontnt, or ss to thir-prty srvis, hng or ut th hours of rost on ny hnnl or nrypt or rypt ny hnnl or othr ontnt. W n o tht for ny of th following rsons. (i) (ii) (iii) (iv) (v) (vi) (vii) Bus th ontnt or thir-prty srvi vill to us hngs (for xmpl, w gin or los th right to show prtiulr progrmms n wnt to hng our hnnls or TV pkgs s rsult). To introu nw TV pkgs, olt-ons, hnnls or othr ontnt, or to provi ss to nw thir-prty srvis. To improv, upt, or to th TV pkg, olt-ons, hnnls or othr ontnt. If rostrs or usinsss whih provi hnnls or othr ontnt stop mking thm vill to us, or thy mk hngs to thm. If ny thir-prty srvis you gt through th srvi hng or stop ing vill. To lt us hng th wy w hrg you for rtin TV pkgs, olt-ons, hnnls or othr ontnt (for xmpl, whn w nw hnnls). If, in our opinion, it s no longr ommrilly snsil for us to provi your TV pkg, olt-ons, hnnls or othr ontnt (for xmpl, us it s om too xpnsiv for us to uy rtin ontnt, or hnnl hs low viwing figurs). (viii) If w hng th wy w provi or strutur our TV pkgs, olt-ons, hnnls or othr ontnt (for xmpl, hnging th nms or sriptions of our TV pkgs n ontnt). (ix) (x) (xi) (xii) To upt, upgr, improv or ltr th srvi. If our ility to provi th srvi in prtiulr r hngs. To hlp us show th srvi in wy tht w think givs you ttr viwing xprin (for xmpl, y ing xtr onlin fturs or ultr HD). To rflt hngs to or vlopmnts in thnology (for xmpl, y ing xtr fturs onlin or in ultr HD). (xiii) If pi-for hnnl oms fr hnnl. (xiv) To mk itoril hngs to th ontnt. (xv) Bus of hngs in ny lws, os of prti, rgultions or guin tht pplis to us. W might provi th srvi for long tim, not just for th minimum trm. So w might n to mk hngs to TV pkgs, olt-ons, hnnls or othr ontnt, n to th ss w provi to thir-prty srvis, for rson not list ov. 17

18 Lst upt: 31st Jnury 2017 A hng w mk to your TV pkg oul rsult in signifint rution in: th numr of pi-for hnnls in your TV pkg; or th quntity of on-mn ontnt in your TV pkg. If w n't rpl it with similr or quivlnt pi-for hnnls or on-mn ontnt, w'll giv you noti n llow you to n th srvi s st out in lus 22. If w withrw or hng olt-on in wy tht signifintly isvntgs you, w ll tll you t lst 30 ys forhn, unlss w n t rsonly o tht (for xmpl, if thir prty withrws ontnt n osn t giv us nough noti). In this s, w ll giv you s muh noti s possil. If w r not withrwing th olt-on, w ll lt you nl it y giving us 30 ys noti, ut you won't l to n th srvi. f g Any thir-prty srvis you gt r provi y othr usinsss. A sprt st of trms n onitions n privy poliy my pply to ny thir-prty srvis. W r not rsponsil for ths thir-prty srvis, s thy r outsi our ontrol n my hng t ny tim. Any hngs to thir-prty srvis, inluing hngs to ny hrgs whih you hv to py for thm, n ny hngs to thir ontnt, will not giv you th right to n th srvi (lthough you might hv right to n th thir-prty srvi unr thir sprt trms n onitions). If you gt th srvi through YouViw, thr s sprt st of trms n onitions n privy poliy. W r not rsponsil for th YouViw srvi. Any hngs to th You Viw srvi, inluing hngs to th ontnt on it, will not giv you th right to n th srvi. 24 Chngs to th srvi, srvi ftur, quipmnt or th trms n onitions of th grmnt W my hng th srvi (othr thn th TV pkg, olt-ons, hnnls or ontnt, or ss to thir-prty srvis), srvi ftur, quipmnt n th trms of th grmnt to o th following. (i) (ii) (iii) (iv) (v) (vi) (vii) Mk th grmnt lrr or sir to unrstn, or hng it in nothr wy tht osn t signifintly isvntg you. Chng, improv, upt or to th srvi, srvi fturs or quipmnt you gt (for xmpl, if w prou nw st-top ox or improv our TV mnu). Introu nw srvis, srvi fturs or quipmnt (for xmpl, if w introu nw surity ftur). Chng th wy w strutur our hrgs, srvi, srvi fturs or quipmnt (for xmpl, y hnging nm). Chng th wy w provi you with th srvi, srvi fturs or quipmnt (for xmpl, if w introu nw wy to livr ontnt). Rflt hngs to or vlopmnts in thnology (for xmpl, if w vlop th wy w provi th srvi or introu nw wys to py). Withrw, rpl or rmov ll or prt of th srvi, srvi fturs or quipmnt. (viii) Chng thnil spifitions (lik limits on trnsfrring informtion). 18

19 Lst upt: 31st Jnury 2017 (ix) (x) (xi) (x) Upt, upgr, improv or ltr th srvi, srvi fturs or quipmnt (for xmpl, to fix ugs or fults, tkl surity issus, improv softwr or quipmnt, hng how th srvi looks or improv how your quipmnt works). Rflt hng in our ility to provi th srvi, srvi fturs or quipmnt in prtiulr r. Rorgnis th wy w mng or run our usinss. Rflt hng to ny lw, o of prti, rgultion, guin or oligtion tht pplis to us. 25 Othr hngs to th srvi, srvi ftur, quipmnt or th trms n onitions of th grmnt W might provi th srvi for long tim, not just for th minimum trm. In th futur w might n to mk hngs to th srvi (othr thn th TV pkg, olt-ons, hnnls, othr ontnt or ss to thir-prty srvis), srvi ftur, quipmnt or th trms n onitions of th grmnt for rson not list in lus 24. If w o, n th hng signifintly isvntgs you, w'll giv you noti n you ll l to n th srvi in lin with lus Chngs to th hrgs W my hng th hrgs if ny of th following pplis. (i) (ii) (iii) (iv) (v) (vi) W mk ny of th hngs sri in lus 23, luss 24(ii) to 24(x) or lus 25. W lunh nw TV pkg tht w wnt to hrg for, or hnnl w wnt to hrg for sprtly. Th ost of proviing th srvi gos up (for xmpl, if w gt rights to show iffrnt ontnt whih osts us mor, or th pri of th ontnt gos up). Th ost of running our usinss gos up. W rorgnis th wy w mng or run our usinss. Thr s hng in lw, o of prti, rgultion, guin or oligtion tht pplis to us (for xmpl, if thr s VAT inrs). 27 Othr hngs to th hrgs W n t lwys prit wht will hppn in th futur, so w might n to hng th hrgs for rson not list in lus 26. If w o, n th hng signifintly isvntgs you, w ll giv you noti n you ll l to n th srvi in lin with lus

20 Lst upt: 31st Jnury 2017 Moving twn TV pkgs 28 Moving you twn TV pkgs If w withrw your TV pkg, w'll mov you onto our nrst quivlnt, or ttr, pkg. If w n, w'll tll you t lst 30 ys for w o this. If w n t, w ll giv you s muh noti s w n. If th TV pkg w mov you to osts mor thn your urrnt TV pkg, w'll ithr: lt you n th srvi without pying f for ning it rly; or not hrg you th highr mount for th rst of th minimum trm. W'll tll you forhn wht w r going to o. Aftr th n of th minimum trm, w'll hrg you th full pri for th TV pkg w v mov you to. W my mov you to ttr srvi, srvi ftur, TV pkg, olt-on or quipmnt t no xtr hrg for tril prio. W'll tll you t lst 30 ys for w o this. At th n of th tril prio, w ll ithr kp you on th ttr srvi, srvi ftur, TV pkg, olt-on or quipmnt t no xtr ost, or mov you k to wht you h for. W'll tll you forhn whih w r going to o. You n tll us to n th tril prio n mov you k to wht you h for whnvr you lik. Somtims w might giv you xtr olt-ons, hnnls or ontnt t no xtr ost s prt of th srvi. W n hng, hrg for or withrw th xtr olt-ons, hnnls or ontnt t ny tim. If w pln to hrg for ny xtr olt-ons, hnnls or othr ontnt you r gtting t no xtr ost, w'll tll you forhn. Thn you ll n to tll us if you on t wnt to py for thm. 29 You n hoos to hng your srvi, TV pkg n srvi fturs You n hoos to upgr or hng your srvi. If you o, thr might nw minimum trm. If thr is, w ll tll you for you onfirm your upgr or th hng to th srvi. If you took th srvi longsi othr BT srvis (lik BT Phon or BT Bron), you might not l to hng your urrnt srvi, TV pkg or srvi fturs until th n of th minimum trm for ll of th BT srvis. Extr srvis n srvi fturs 30 Buy-to-kp ontnt You n uy uy-to-kp ontnt for on-off hrg. You ll l to wth tht ontnt s mny tims s you lik s long s: you r still ustomr of th srvi n BT ron; w hv th right prmissions from th usinsss who lins th ontnt to us; n you us st-top ox (or othr omptil vi) with th nssry funtions. If w hv provi you with n xtr st-top ox to wth th srvi in nothr room, whn you uy uy-to-kp ontnt on on st-top ox, you won't l to wth it on th othr. If w n or suspn th srvi, you won't l to wth uy-to-kp ontnt you'v ought on your st-top ox. If tht hppns, w might giv you opy of th ontnt in nothr formt. 20

21 Lst upt: 31st Jnury 2017 W ll giv you opy of ny uy-to-kp ontnt within 12 months of you uying it. It might igitl opy to ownlo to omptil vi othr thn your st-top ox. Or it oul ny othr suitl formt w hoos. If w giv you ownlol igitl opy of uy-to-kp ontnt, w'll mk sur you n lso strm it (tht is, wth it on vi without ownloing it). But: you ll n BT ID n your intrnt onntion will n to fst nough; n w ll hv to hv th prmissions w n from th usinsss who lins th ontnt to us. f Th trms n onitions whih pply to igitl opis of uy-to-kp ontnt r st out in lus Digitl opis of uy-to-kp ontnt If w giv you igitl opy of uy-to-kp ontnt to ownlo or strm on omptil vi, th following onitions will pply. (i) (ii) (iii) (iv) (v) (vi) (vii) You n only ownlo th ontnt onto th BT TV purhss pp on totl of four vis (inluing your st-top ox n ny xtr st-top ox w provi for you to wth th srvi in nothr room). W might inrs tht numr from tim to tim. If you wnt to ownlo uy-to-kp ontnt to ny xtr vis, w my hrg you mor. You'll only l to ownlo th uy-to-kp ontnt to on rgistr vi t tim, unlss w tll you othrwis. If you wnt to put it on nothr vi you ll hv to lt it from th first on. You n only strm th uy-to-kp ontnt to your st-top ox n on othr omptil vi t th sm tim, unlss w tll you othrwis. You n only ownlo or strm th uy-to-kp ontnt in th UK, Chnnl Islns or Isl of Mn. If you ought th uy-to-kp ontnt for 14 Otor 2014, w'll ontt you with instrutions on how to gt n us your igitl opy. If you ought it on or ftr 14 Otor 2014, you ll gt th instrutions on your st-top ox n on t.om/hlp/tvpurhss. Your igitl opy of th uy-to-kp ontnt might not in high finition (HD), vn if you originlly ought it in HD. Th uy-to-kp ontnt you uy might unxptly om unvill (for xmpl, us of linsing rstritions or lgl oligtions). W won't lil if tht hppns. (viii) Aftr th srvi ns you won t l to strm or ownlo ny uy-to-kp ontnt you v ought, so pls mk sur you ownlo it for th srvi ns. (xi) W might lok uy-to-kp ontnt if you n softwr upt for you n wth it. W ll unlok it on you v instll ny upts. If you n to ownlo th uy-to-kp ontnt gin, you ll hv 30 ys to o it, strting from whn you instll th upt. 21

22 Lst upt: 31st Jnury 2017 (x) (xi) (xii) You n't k th uy-to-kp ontnt up on n xtrnl hr riv. If you intlly lt th originl fil, you shoul l to ownlo nw vrsion s long s you'r still gtting th srvi n th ontnt hsn t om unvill for ny rson. To kp vrything sur, you'll hv to r-ntr your BT ID vry 30 ys to kp gtting ss to uy-to-kp ontnt you v ownlo. If you hvn't logg into th BT TV purhss pp or tvpurhsshom.t.om for mor thn two yrs, w my lss you s intiv n tk wy your right to gt your uy-to-kp ontnt. By th tim w giv you igitl opy of th uy-to-kp ontnt you ought, you might not ustomr of th srvi. If tht hppns, w'll writ to you t your hom with instrutions on how you n gt it. 32 BT TV pp n BT TV wsit For your vi to us th BT TV pp or gt ss to ontnt through th BT TV wsit, your intrnt onntion must fst nough. Evry tim you ownlo th BT TV pp to vi, you must gr to n n-usr lin for you n us it. You won t hv to py ny hrgs unr ny n-usr lin unlss you'v gr to. You ll hv to rgistr your vis. W ll tll you how to o this. Thr r lso instrutions t t.om/hlp/tvvrywhr. You won't l to rgistr mor thn two vis, prt from your st-top ox, t ny on tim. W might tll you w r inrsing tht mximum from tim to tim. If you v rgistr two vis, you n -rgistr on n rgistr nothr in its pl on vry 30 ys. You unrstn tht you might not l to wth th sm hnnls or othr ontnt on th BT TV pp (or th BT TV wsit) s you gt on your st-top ox. You won't l to strm th sm ontnt to mor thn two vis t on unlss w tll you othrwis. Tht osn t inlu st-top oxs. You n only strm ontnt in th UK, Chnnl Islns or Isl of Mn. 33 Trms for Ntflix on th srvi with BT illing If you gt Ntflix s prt of th srvi, Ntflix s trms n onitions will pply. You n fin thos t ntflix.om/trmsofus. W ll your Ntflix susription hrgs to th ill for th srvi. Ntflix s trms n onitions will only pply to thos hrgs. Ntflix s trms lrly sy tht ll pymnts r non-rfunl n tht thy on t o rfuns or giv rit for unus prios. You gr to py us ll hrgs for your Ntflix susription. If you or w n th srvi, you won't l to us it to gt ss to Ntflix. But you might l to gt Ntflix nothr wy (for xmpl, through othr vis lik Smrt TV, omputr or moil phon). 22

23 Lst upt: 31st Jnury 2017 Evrything ls 34 Equipmnt n softwr f g W'll tll you whn you shoul gt your quipmnt. You might l to gt othr quipmnt from us t n xtr ost. If thr s hrg for ny quipmnt, w'll tll you whn you orr. Your quipmnt, xpt for th softwr insi it or ny BT-own quipmnt (tht is, ny quipmnt whih w own, is prt of our ntwork, or longs to our srvi provirs, vn though it is in your hom) longs to you from whn w livr it, unlss you nl th srvi in th ooling-off prio (in whih s w ll own th quipmnt gin). BT-own quipmnt will lwys ours. You must kp it in goo working orr. You mustn t mg, stroy or intrfr with it unlss w tll you iffrnt (for xmpl, if w'r hlping you fix somthing). If BT-own quipmnt is mg othr thn through fir wr n tr, you'll hv to py for us to fix or rpl it. W own, or hol lin for, th softwr insi ny quipmnt. Somtims you'll hv to gr to th trms of n n-usr lin to us softwr whih forms prt of th srvi, srvi fturs or quipmnt. You won t hv to py ny hrgs unr ny n-usr lin unlss you'v gr to. You must lt us upt, upgr or rpl softwr rlting to th srvi, srvi fturs or quipmnt. W might o this utomtilly. W ll only support n rsponsil for quipmnt w provi. If you us nyon ls s quipmnt (lik vi to gt th plyr srvi), you hv to hk it works with th srvi. You must not onnt ny quipmnt to our ntwork if it my hrm th ntwork, or hrm nyon ls's quipmnt or srvis. If you o, you must isonnt it stright wy, or py us to o it. 35 Promotions, vrtising n links to othr wsits If you l with vrtisrs on th srvi, or join in with thir promotions, w r not rsponsil for ny loss or mg of ny kin tht hppns s rsult of thos lings, or gnrlly s rsult of thir-prty srvis vill through th srvi. Th BT TV wsit my link to othr wsits or ontnt not own or run y us. W'r not rsponsil for th vilility of or ontnt on thos sits. 36 Wht hppns whn you mov hom If you mov hom, you n sk us to provi th srvi t nw rss, unlss thr s som rson w n t. Just tll us t lst 14 ys for you mov. Thr r mor tils t proutsnsrvis.t.om/prouts/hommov. If you mov hom n w n't provi you with th srvi for whtvr rson, w'll mov you onto our nrst quivlnt srvi. W'll tll you t lst 30 ys' for w o this, unlss w nnot rsonly o so (for xmpl, if you on't giv us nough noti tht you r moving). In this s w ll giv you s muh noti s w n. If th srvi w mov you to osts mor, w'll lt you stop th srvi without pying f for ning it, or w won't hrg you th highr mount for th rst of th minimum trm. W'll tll you forhn wht 23

24 Lst upt: 31st Jnury 2017 w r going to o. Aftr th n of th minimum trm, w ll hrg you th full pri for th srvi you'r gtting. If w n't provi ny srvi t ll to your nw rss, w'll lt you n th grmnt without pying f. 37 How to gt in touh with us n how w'll ontt you W'll sn you ny writtn noti y mil or y posting it to th rss w hv for you. W'll sn you othr notis y voimil, txt mssg or othr forms of ltroni mssg. W ll ssum you gt lttrs in th post two working ys ftr w sn thm. W'll sn ll ppr ills n notis to your rss. It's your rsponsiility to r th notis w sn you. You n phon us on or y illing 150 from your lnlin or BT moil. Clls r fr from lnlins n BT moils, n hrg t th stnr rt from othr moils. Mor tils of how to gt in touh with us t t.om/ontt. 38 Prntl ontrols Som ontnt might not suitl for hilrn. You r rsponsil for mking sur ontnt is suitl for popl in your houshol. You'r rsponsil for stting prntl ontrols or ny othr ontrols vill for ny BT srvi n kping thm up to t. Whn prntl ontrols r on, w lok wsits or ontnt tht w (or our supplir) think might unsf or unsuitl. Our supplir sorts n loks th sits n ontnt. W r not rsponsil for how thy tgoris wsits or ontnt, or for whthr you ll lwys hv ss to unlok sits. 39 Sorting out omplints From tim to tim you might n to ontt us out prolm you'r hving with th srvi or quipmnt. Our Customr Complints Co xplins how to o tht. You n r th o t t.om/omplintso, or sk us to sn you opy. W'll try our st to sttl ny omplint you might hv out th srvi or quipmnt. If w n't, you might l to rfr th mttr to isput-rsolution srvi to gt n inpnnt opinion. You ll fin tils of how to o this in our Customr Complints Co. If w nnot gr solution with you within ight wks of gtting your omplint, or for th ight wks is up w gr in writing tht th isput shoul sttl y n inpnnt juitor, you n rfr it to Omusmn Srvis: Communitions. You n fin out mor on thir wsit t omusmn-srvis.org/ommunitions or y phoning Th Omusmn s srvi is fr. You might l to rfr isput for Europn Onlin Disput Rsolution t.urop.u/or. This is n onlin srvi sign to hlp popl who v ought things onlin. It givs ss to inpnnt isput-rsolution srvis. Ths r usully fr. 40 Trnsfrring th grmnt Th grmnt is only twn you n us. You nnot trnsfr it to nyon ls, or to try to o so. W n trnsfr th grmnt, n our rights n oligtions unr it, to nyon ls (inluing if w rorgnis th wy w work), s long s it osn t hv ngtiv fft on your rights. 24

25 Lst upt: 31st Jnury Othr things w n to tll you Only you n w n tk tion unr th grmnt. Nooy ls n nfor it or nfit from it (xpt in lin with lus 40). If ny prt of th grmnt nnot nfor, th rst of it will still pply. W might ror lls (inluing mrkting lls) to hlp us with trining n to prvnt intity fru. Th grmnt is m unr English n Wlsh lw. Any isputs you n w nnot sttl n only i in English n Wlsh ourts, unlss: you liv in Sotln, in whih s Sottish lw pplis n Sottish ourts will sttl isputs; or you liv in Northrn Irln, in whih s th lw of Northrn Irln pplis n th ourts of Northrn Irln will sttl isputs. 25