Statement: Approach to high excess costs under the broadband universal service

Statement published 11 November 2021

This statement sets out modifications to our universal broadband service rules, to clarify how BT should provide quotes to customers who have applied to be connected under the scheme.

The modified rules mean that where excess costs are very high, BT should inform customers of the total excess costs and gain agreement to cover these before delivering the connection. One or more customers in the local area can then cover all the excess costs of the build, including shared infrastructure.

Our decision today follows a consultation process and takes account of the responses we have received.