Investigation into BT's compliance with its obligations as a broadband universal service provider

15 October 2020


Investigation into British Telecommunications plc (BT)
Case opened 15 October 2020

This investigation will consider whether BT is complying with its obligations to provide a broadband universal service in accordance with the regulatory conditions imposed on 6 June 2019.

Relevant legal provision(s)

Universal Service Conditions for BT

We have decided to suspend our investigation, as BT has provided assurances it will take steps to mitigate the consumer harm we have identified.

BT’s approach to calculating excess costs meant it has not divided costs of shared infrastructure in the way we expected, which has resulted in some customers being asked to pay substantially higher excess costs. We have identified a significant risk of consumer harm associated with BT’s approach, where the excess costs of a connection were not significantly above £3,400 (excluding VAT).

As a result of our investigation, BT has now agreed to use our approach to calculating excess cost quotes, where excess costs are not significantly above £3,400. BT has also agreed to refund affected customers and re-issue quotes it has previously provided. We consider this should in large part address the concerns about consumer harm that led to us opening the investigation and, as a result, we are suspending the investigation to enable BT to implement these assurances.

We will continue to monitor BT's progress against the assurances provided and, subject to satisfactory progress by BT and the outcome of Ofcom’s consultation mentioned below, we expect to close the investigation in due course. We will provide further updates over the coming months.

We have today also published a consultation on proposed modifications to the Universal Service Conditions . This proposal is based on careful consideration of evidence gathered from BT during the investigation, data held by Ofcom, and information shared by USO customers and other interested parties. This showed that where the cost of a connection is very high, and excess costs are significantly above £3400, there is a risk of there being a disproportionate impact on the costs of funding the USO.

We have proposed that it would be appropriate to make a small, technical change to our rules to allow, in these circumstances, BT to recover excess costs before commencing build in order to mitigate this risk.

While there will be a number of customers who will benefit from receiving lower quotes going forward, there will be premises where the costs of provision remain very high. These customers are unlikely to benefit from the USO irrespective of the approach taken to shared costs, and BT’s change in approach will not address these cases. We will continue to work with industry and the Government to explore alternative technology and funding solutions for premises facing very high excess costs to receive a decent broadband connection.

Case leader

Sophie Mackie (email:

Case reference CW/01256/10/20