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Line rental cut for up to a million customers
Up to one million BT Consumer customers will see a reduction in line rental charges

Pensioner on the phone
BT has announced an agreement with Ofcom to reduce the price of line rental for customers who don’t have broadband. Having listened to the concerns of BT Consumer landline-only customers BT has agreed to reduce the price of line rental for them by £7 a month, or £84 a year. That means they will only pay £11.99 a month for standard line rental. The reduction does not apply to EE or Plusnet customers.

Pete Oliver, MD Consumer Commercial Marketing and Digital, BT said: “We welcome a balanced voluntary agreement with Ofcom which means that up to one million of our customers who don’t have broadband will receive a substantial cut in the price of their line rental from April 2018. We already offer low-income customers on certain benefits a special tariff called BT Basic and also offer Home Phone Saver that provides a great value bundle for customers who want a traditional phone service, with Anytime calls and other benefits.”

The change will come into effect from April 2018 for BT Consumer landline-only customers who just take phone services from us and don’t have broadband, either with us or someone else. Eligible customers will know in advance that they qualify. Landline-only customers on Home Phone Saver or BT Basic won’t benefit from the discount as their packages are already discounted by more than £7.

Ofcom has announced a new voluntary industry code of practice that will see providers automatically compensate customers when things go wrong. We’re pleased to have taken a leading role in developing this voluntary scheme, which will start from early 2019.

This is the first automatic compensation scheme for telecoms customers and service providers will automatically credit customers’ accounts for slow repairs, missed appointments and delayed installations.

A 15-month implementation period is in place to ensure a smooth introduction as it means service providers will need to make significant changes to billing systems, online accounts and call centres. Ofcom will monitor and review the scheme to make sure it’s working for consumers. Those SMEs who choose residential broadband services will also benefit from the scheme.