Our cookie policy

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Edit your cookie settings

You can change your cookie settings for the website through the Manage Cookie Settings page at any time.

The cookies we use

The cookies used on our website fall into one of four categories: Essential, Performance, Functional and Targeting.

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1. Essential cookies

Essential cookies let you move around the website and use essential features like secure areas, shopping baskets and online billing. These cookies are automatically enabled and cannot be turned off because they are essential to enable you to browse our website.

We use Essential cookies to do things like:

  • Monitors that the website is operating correctly;
  • Identify you as being logged in to our website;
  • Enable website content to be delivered reliably and efficiently and ensure the load of all site visitors is managed effectively across BT web servers;
  • Help us improve the website by measuring any errors that occur; and
  • Collect and record your cookie consent decisions and provide proactive live chat sessions to offer you support.

Essential cookies:


Cookie Domain

Cookie Name


BT Group



This cookie name is associated with BT Group and is used to identify the customer using a unique number.


This cookie name is associated with BT Group and is used to enable us to deliver the correct experience for your channel.


This cookie name is associated with BT Group and is used to dynamically update the pricing to include VAT.


This cookie name is associated with BT Group and is used to identify a customer coming through the virtual queue onto the website.


This cookie name is associated with BT Group and is used to maintain security measures on the site.

EggPlant Cloud




These cookie names are associated with EggPlant Cloud and are used to measure site performance i.e. error logging.







This cookie name is associated with LivePerson. They enable the option of Live Chat so you can receive appropriate support from a BT agent.




This cookie name is associated with LivePerson and identifies a browser as long as the cookie is not deleted.






These cookie names are associated with Microsoft Windows Azure Cloud platform. It is used for load balancing to make sure the visitor page requests are routed to the same server in any browsing session.

New Relic



This cookie name is associated with New Relic. The data is used to store a session identifier, so that New Relic can monitor session counts for BT applications.






These cookie names are associated with TrustArc. The data is used to collect and record consent decisions.

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2. Performance cookies

Performance cookies collect information about how you use our website. For example, which pages you visit and if you experience any issues. These cookies are important to us being able to operate and maintain our website.

Some of these cookies are also used to perform website analytics. This may include collecting analytics about visitors to our website and collecting information about website usage. We use the information to help us improve the website and measure user interaction.

If you do not accept these cookies it may impact on your experience of the website.

In some cases, some performance cookies are managed for us by third parties, but we don't allow the third party to use the cookies for any purpose other than those listed below.

We use Performance cookies to do things like:

  • Provide statistics and analytics on how our website is used;
  • See how effective our adverts are (we don't use this information to target adverts to you when you visit other websites);
  • Test different designs of our website; and
  • Remember results of tests performed to make the website more relevant to you.

Performance cookies:


Cookie Domain

Cookie Name







These cookie names are associated with DoubleClick (Google). They help BT identify when you have responded to a BT advert on Google. The data collected from these cookies also helps us assess the overall performance of our advertising campaigns.

Quantum Metrics




These cookie names are associated with Quantum Metrics and run when the session is active on a particular browser to enable us to ensure the best customer experience, diagnose faults or issues customers face.

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3. Functional cookies

Functional cookies are used to provide services or to remember settings to improve your visit.

Preventing functional cookies may mean we can't offer you some services that rely on these cookies to function properly, and will reduce the support we can offer you.

In some cases, some functional cookies are managed for us by third parties, but we don't allow the third party to use the cookies for any purpose other than those listed below.

We use Functional cookies to do things like:

  • Provide embedded video content throughout our pages; and
  • Injects product recommendations from other customers into the page and share information with partners to provide a service on our website. The information shared is only used to provide the service, product or function and for no other purpose.

Functional cookies:


Cookie Domain

Cookie Name









These cookie names are associated with Google and are used to store user preferences and information when viewing pages with Google hosted content, such as YouTube.




This cookie name is associated with Reevoo and is used to detect the target domain and check SameSite support.


This cookie name is associated with Reevoo and is used to understand site visits e.g. the timestamp of the user’s first visit.

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4. Targeting

The core purpose of targeting cookies (otherwise known as advertising cookies) is to provide BT with valuable insights into what our customers want, including but not limited to, insight into the communications and services our customers and potential customers may be interested in.

Disabling targeting cookies, generally does not stop you receiving advertising. It simply means that the advertising you receive is less likely to be aligned with your interests.

In order to gain the insights, in some instances we may analyse your personal information to create a profile of your interests and preferences so that we can contact you with information relevant to you. This helps to avoid you receiving advertising that is not relevant to you or your interests.

In some instances, we may also use this information to inform us of how well our communications are received by our customers and website users. In order to do this, we may make use of additional information about you when it is available from internal and external sources to help us do this effectively.

These cookies are also linked to services provided to BT and our customers by our trusted partners (see the Third Parties section below for more information). We/our trusted partners may also share data derived from these cookies with other members of the BT Group for the purpose and provision of the services they provide.

We use Targeting cookies to:

  • Link to social networks who may use information about your visit to target advertising to you on other websites;
  • Provide advertising agencies, our trusted partners and other members of the BT Group with information on your visit so that we can present adverts that you may be interested in, and prevent you receiving duplicate ads – see the "Online behavioural advertising" section below for further details;
  • Deliver content, including video content, tailored to your interests;
  • Help us to segment and understand our audience by providing additional information so that we can send the most relevant communications possible;
  • Help us identify customers similar to our audience or to serve relevant adverts to you on third party websites and apps;
  • Help us to understand how well our marketing initiatives are performing and whether to continue, change or cease those initiatives; and
  • To provide tailored communications to you and personalise your use of our website when logged in, and in limited circumstances, when logged out (subject to your preferences).

Online behavioural advertising

We, and our trusted partners (see "Third parties" section below) use information collected from targeting cookies to collect information about your device and identify your interests by understanding how you interact with our websites, communications and services. We do this so we can tailor advertising we show you on our own and third party sites and apps.

The information we and our trusted partners collect and share through targeting cookies does not directly identify you. It does not include your name or address.

We use your IP address, together with the interests we have assumed based on how you’ve navigated to and interacted with our websites. For example, if you look at our TV and film packages, we will assume you would like to hear about the latest TV and film offerings we, or our partners, have to offer.

We will also share interest-based advertising information with the third parties that set targeting cookies via our website.

You can opt-out of the use of targeting cookies on our website for online behavioural advertising purposes by blocking and/or deleting these cookies as described below.

Targeting cookies:


Cookie Domain

Cookie Name





This cookie name is associated with Google Adsense for managing advertising efficiencies.





These cookie names are associated with Bing and allows us to engage with a user that has previously visited our website.



These cookie names are associated with Microsoft Advertising (Bing) and are used to store an (anonymous) ID to help measure the effectiveness of BT marketing campaigns.

BT Group



This cookie name is associated with BT Group , and is used to personalise and test different browsing experiences in order to optimise customer experience.






These cookie names are associated with Facebook. It helps BT identify when you have responded to a BT advert on Facebook. This data is also used to assess the overall performance of our advertising campaigns.

Google Analytics







These cookie names are associated with Google (Analytics) and are used to track the behaviour of visitors e.g. how many unique visits to the website, where they’ve come from and how long has been spent on the site.





These cookie names are associated with Google (Analytics). The data collected is used to provide reports on the performance of the BT websites and how visitors interact with them – which helps us provide you with more relevant content and a better experience.






These cookie names are associated with Google and is used to build a profile of the website visitor’s interests in order to show relevant and personalised Google advertising.





These cookie names are associated with Monetate and is used to test and adapt our site to offer an improved customer experience. It stores an anonymous ID with other information regarding your current session. We use this information to create, adapt and improve the online customer experience.

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Third parties

BT allow trusted third party partners to set cookies when you interact with BT services. Third parties include search engines, providers of measurement and analytics services, social media networks, affiliate networks, other members of the BT Group and advertising companies. Third parties may use cookies in the process of delivering content, including ads relevant to your interests, to measure the effectiveness of their marketing and services, and to perform services on behalf of BT (as described in the cookie categories above).

Third parties may also read cookies placed on your device when visiting other websites, which usually takes place where that third party also sets cookies on other websites you have visited. You can manage browser cookies through your browser settings (see the Managing Cookies section below).

It is important to note that, although BT and its trusted third party partners will only set cookies in line with your preferences, if you originally accept the use of cookies, but later change your settings, BT and its trusted third party partners may continue to use data collected and derived from cookies during the period of time you consented to the cookie placement.

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Managing cookies

There are ways you can control and manage cookies on your device. Please remember that any settings you change at browser or device level will not just affect the cookies we use. These changes will apply to all websites you visit (unless you choose to block cookies from particular sites).

Our Cookie Banner

You can directly edit your preferences in relation to the cookies BT set by using the BT "Manage Cookie Settings" function to set your preferences. Here you can select your preferences in relation to all non-essential cookies placed by our website.

This method will not impact any cookies previously set, prior to your change in preferences. If you wish to manage existing cookies, you can use your browser settings as outlined below.

Managing cookies in your browser

Most browsers will allow you to choose the level of privacy settings you want. You can (a) block all cookies, (b) accept all cookies, or (c) pick a setting somewhere in between. This range lets you control your cookie settings, so you can:

  • See what cookies you've got and delete them on an individual basis.
  • Block third party cookies.
  • Block cookies from particular sites.
  • Block all cookies from being set.
  • Delete all cookies when you close your browser.

Deleting cookies means that any preference settings you have made on a website will be lost. Blocking all cookies means functionality on our websites will be lost, as described above. We don’t recommend turning all cookies off when using our websites.

If you want to reduce your cookie settings at any time – for example, if you accept all cookies, but later decide you don’t want a certain type of cookie – you’ll need to use your browser settings to remove any third party cookies dropped on your previous visit.

Find out how to manage your cookies using the most popular browsers below.

Internet Explorer




Google Chrome




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Information about cookies

You can read more about cookies at:


Internet Advertising Bureau

A guide to behavioural advertising and online privacy has been produced by the internet advertising industry which can be found at:


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