Cookie policy

Cookies and similar technologies allow small pieces of information to be read from and/or placed onto your device when you visit a website or application. Your web browser (such as Google Chrome, Internet Explorer or Mozilla Firefox) then sends this information back to the website on each subsequent visit so that they can remember things like preferences.

Cookies and similar technologies are very useful and do lots of different jobs. For example, they enable you to move between our web pages efficiently, they remember your preferences when you visit us again and generally improve your experience when browsing with us. They can also help to ensure that adverts you see online are more relevant to you and your interests.

Cookies last for different lengths of time depending on the job they do. There are session cookies and persistent cookies:

• Session cookies only last for your online session and disappear from your device when you close your browser
• Persistent cookies stay on your device after the browser has been closed and last for the period of time specified in the cookie

We will only place cookies for the preference level you set (usually when you first visit our website).

Please note that cookies set before you changed your settings will still be on your computer. You can remove them using your browser settings.

Our free online tool can help you manage the cookies we use on bt.com. To use it, your web browser needs to support JavaScript – if it doesn't you can still find out about the cookies we use here, but you'll need to manage them through your web browser settings.

We also use a cookie to remember your cookie preferences. This means:

• If you delete all your cookies you will have to update your preferences with us again – we'll ask you when you next visit our website
• If you use a different device, computer profile or browser you will have to tell us your preferences again

The cookies and similar technologies used on our website fall into one of four categories: strictly necessary, performance, functional and targeting.

Essential cookies consist of two types of cookies: Strictly Necessary and Performance cookies.

Strictly Necessary

Strictly necessary cookies let you move around the website and use essential features like secure areas, shopping baskets and online billing.

We use these strictly necessary cookies to:

• Remember information you've entered on order forms when you visit different pages in a single web browser session
• Remember what you've ordered when you get to the checkout page
• Identify you as being logged in to our website
• Make sure you connect to the right service on our website when we make any changes to the way the website works

Cookies we have defined as strictly necessary will NOT be used to:

• Gather information that could be used to advertise products or services to you
• Remember your preferences or username beyond your current visit

Performance

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

These cookies don't collect any information that could identify you – all the information collected is anonymous.

Accepting these cookies is a condition of using the website, so if you prevent them we cannot guarantee how our site will perform for you.

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:

• Provide statistics 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)
• Help us improve the website by measuring any errors that occur
• Test different designs of our website

Cookies we have defined as performance will NOT be used to:

• Gather information that could be used to advertise products or services to you on other websites
• Remember your preferences or username beyond your current visit
• Target adverts to you on any other website

See our list of essential cookies

1st Party Cookies	Purpose
portalcommonsession, workplacecommonsession, commonsession	Supports the login functionality
plusnetPhone	Presents the correct 'contact us' number for a particular order or product
affiliate	Ensures the offer selected on the affiliate page is also shown on the site
offer	Ensures the offer selected on the affiliate page is also shown on the site
lastOpenOrderId	Displays customers order status in Member Centre
plusnet_business	Ensures Business customers gain access to the correct Member Centre functionality
oiv_count	Decides what content should be shown based on user preferences
tdtalk	Supports cashback functionality through affiliates
WT_PENDING	Supports anonymous affiliate analytics tracking
portal_marketing_closed, oiv_count	Ensures contact & marketing messages don't appear again after being closed
pn_session, pn_session_secret	Support users logging into the site
WLR_12_MONTH	Allows users to change/upgrade call features
COOKIE_REFEERAL_UID	Supports referral functionality
intReferralIdentifier	Supports referral functionality
SWITCH_MAC_KEY	Helps the user to switch from different providers
COOKIE_SIGNUP_COMPLETE	Supports users through signing up & upgrading
LOCALE	Saves the user's locale in the sign up process
SIGNUP_PENDING	Supports the user through their sign up journey
wlr_12_month	Supports promotional functionality on the site
PHPSESSID	Ensures the correct affiliate contact number is displayed instead of the standard sales number
SALESJOURNEYID	Supports essential signup functionality
routerUserGuides, routerUserOrigin	Remembers user's selection of router guides
pn.expander	Remembers what Community forum boards you have selected to be open or closed
sourceCookie	Supports tracking sales with affiliates for reporting
__RequestVerificationToken	ASP.NET MVC anti-forgery verification token
AWSELB	Amazon elastic load balancing cookie
incap_ses_[ID], nlbi_[ID], visid_incap_[ID], accept-cookies, ___utmvc	Incapsula - Provides security and protection including supporting virtual firewalls and filters out malicious requests
PlusnetAuth	Authentication on Plusnet cashback and rewards site
LimehouseSession	Stores the session id for the customer journey
linecheckCallAccepted	Saves contact preferences when performing a line check
currentPromo, defaultFilter	Remembers key information for signup journey e.g. promotional codes
currentBlock	Lets users carry on where they were after refreshing their browser
options	Lets users carry on where they were after refreshing their browser
plusnetDataLayer	Saves information between pages for the user
isOrWasLoggedIn	Remembers if a user has logged into the site
isUpdatesExpanded	Remembers if a section is expanded on Service Status page
[dynamic value equal to the id of service message]	Stores the last time a service message was presented
auth_user, auth_realm	Supports essential login functionality
signInEventStatus	Monitors successful and failed login attempts
subtitle, introductory	Retains offers during sign up
pn_ieupgradebanner, pn_ie10upgradebanner	Remembers if a user has seen a browser upgrade message
thistleURL	Supports basket functionality during sign up
C_PhoneLineCallChargesTariff	Retains phone product selection through sign up
COS_Phone	Retains call plan selection through sign up
pn_page_load_type	Supports anonymous tracking
ecomProducts, ecomStep, ecomSelection	Supports anonymous tracking
storagePreferences, clientDataSettings	Provides cookie consent banner and stores cookie preferences
QualarooSurveyIdentifier	Remembers which Qualaroo survey has been displayed
pn_sj_mode	Ensure customer experiences the right content of the website for their journey

3rd Party Cookies	Purpose
_D9J, bId	Supports tracking sales with affiliates for reporting
aw2973, aw2974	Supports tracking sales with affiliates for reporting
ADRUM, ADRUM_AGENT_INFO, ADRUM_CLIENTINFO, ADRUM_XD_AGENT_ID, ADRUM_XD_AGENT_INFO	Supports site performance monitoring and debugging
hjClosedSurveyInvites, _hjDonePolls, _hjMinimizedPolls, _hjDoneTestersWidgets, _hjMinimizedTestersWidgets, _hjDoneSurveys, _hjIncludedInSample, _hjShownFeedbackMessage, __hssc, __hssrc, __hstc, _ga, _gid, hubspotutk, mp_*_mixpanel, mp_mixpanel__c	Supports anonymous tracking on how users engage with the site to improve it further
_ga, _gid, _gat, AMP_TOKEN, _gac_*, _gali	Supports anonymous tracking on how users engage with the site to improve it further
WTC	Provides anonymous statistics on how our website is used
WT_CUSTOM	Provides anonymous statistics on how our website is used
TRACKING_TAG_PENDING	Provides anonymous statistics on how our website is used
JSESSIONID, PegaIAC	Essential for customer billing
TRADEDOUBLER, AFFILIATE_ID, strBuyAtP36, _aw_m_, affwin_store, _callwind, COOKIE_REFERRAL_UID	Allows affiliates to identify if a user has made a purchase
modernizr	Detects capability of the browser
mbox, mboxPC, mboxSession	Shows the correct content to the user during site tests
__fs_uid	Supports tracking sales with affiliates

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

You decide whether or not these cookies are used, but preventing them may mean we can't offer you some services, and will reduce the support we can offer you, such as 'live chat'.

We use functional cookies to:

• Remember if we've already asked you if you want to fill in a survey
• Provide proactive live chat sessions to offer you support
• Show you when you're logged in to the website
• Share information with partners to provide a service on our website. The information shared is only to be used to provide the service, product or function and not for any other purpose
• Remember results of tests performed to make the website more relevant to you

Cookies we have defined as functional will not be used to:

• Target you with adverts on other websites

See our list of functional cookies

1st Party Cookies	Purpose
pn_hide_info_member	Retains user's closure of prompts and banners
pn_hide_info_help	Retains user's closure of informative banners and doesn't present them again
[dynamic]	Remembers user's selections in help & support
pn_actor_id, pn_actor_persist_id, pn_service_id	Provides ID's to live chat agent so they can see helpful information for the user
logged_in_ever	Informs the live chat agent, if the user is a Plusnet customer or not

3rd Party Cookies	Purpose
ecos.dt, ecos, eds, en-persist, __cfduid	Supports provision of surveys and ensures they're not presented again
DataTables	Supports sorting & filtering in tables. Retains current state of table.
_tmptest	Supports sorting & filtering in tables.
ecos.dt, ecos, eds, en-persist, __cfduid	Supports provision of surveys and ensures they're not presented again
LPVisitorID, LPVID, lpTabId, lpTestCookie*, lpLastVisit-*, LPSID-*, LPSessionID, lpPmCalleeDfs, LPCID-*, LPCKEY-*, LivePersonID, storage_expiration-*, lpStrMap, UIConf, lpMessaging-*, -lpuw, idpLastDomain, idpLastSiteId, HumanClickSiteContainerID_*, HumanClickKEY, HumanClickACTIVE, HumanClickCHATKEY	Enables live chat functionality on the site to support users in their experience

Personal cookies are linked to services provided by our trusted partners, as listed below. You decide whether or not these cookies are used.

We use personal cookies to:

• Link to social networks who may use information about your visit to target advertising to you on other websites
• Provide advertising agencies and our trusted partners with information on your visit so that we can present adverts that you may be interested in, and prevent you receiving duplicate ads — online behavioural advertising (for more details please see below)
• Deliver content, including video content, tailored to your interests and present relevant ads on external sites

See our list of personal cookies

3rd Party Cookies	Purpose
IDE, SID, DSID, FLC, AID, TAID, NID, ANID, __gads, __gac, exchange_uid, id, _drt_, .add, _kuid_, anj, d, mc, mdata, sess, uuid, uuid2, HSID, lbcs	Tracks users who have arrived on the site through Google Ads and allows us to target the ads we place on other sites to people who have visited our website
seg, bounce, uuid, uuid2, anj, id	Tracks users who have arrived on the site through search engines and ad campaigns
fr, c_user, xs, wd, datr, presence, sb, pl, locale, lu, _e_oPLf_0, sb_	Monitors users who have arrived on the site through Facebook Ads and allows us to target the ads we place on other sites to people who have visited our website
IDE, NID, anj, id, d, mc, mdata, sess, uuid, uuid2, _kuid_	Monitors users and their purchases who have arrived on the site through Google Ads and allows us to target the ads we place on other sites to people who have visited our website
IDE, NID, test_cookie	Monitors traffic from search engines
fujswc, fujswc_data	Monitors sign up progress on the site and if a user has been interrupted or stopped
c, tpc, gcm, cm, cm14, token, otsid, uid, adtrc, SR, CT, cid	Tracks users who have arrived on the site through Programmatic Advertising and allows us to target the ads we place on other sites to people who've visited our website.

There are ways you can control and manage cookies on your device. Please remember that any settings you change 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).

Managing cookies in your browser

Most browsers will allow you to choose the level of privacy settings you want. You can block all cookies, or accept all cookies or 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. If you've set your preferences to opt out of cookies, this setting will be lost too, as that information is stored in a cookie. 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 cookies dropped on your previous visit. Once you've changed your preference we won't drop anymore cookies of that type.

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

Internet Explorer
https://support.microsoft.com/en-us/help/17442/windows-internet-explorer-delete-manage-cookies

Firefox
https://support.mozilla.org/en-US/kb/cookies-information-websites-store-on-your-computer

Google Chrome
https://support.google.com/chrome/answer/95647?hl=en

Safari
https://support.apple.com/kb/PH21411?locale=en_US

Information about cookies

You can read more about cookies at:
http://www.allaboutcookies.org

Internet Advertising Bureau

A guide to behavioural advertising and online privacy has been produced by the internet advertising industry which can be found at:
http://www.youronlinechoices.eu