Important information about BT Cloud Voice

Who does what

Forever Communications is an Authorised Supplier for BT. We plan your system, prepare your quote, place the order, port your numbers and support you after go-live. The roles are:

Your quote sets out the licences, site features, extras, call plan, devices, one-off charges, the term and how the annual price change applies, and BT's order documents confirm them.

Your contract with BT

BT says the contract for BT Cloud Voice is made up of:

• BT's General Terms
• the BT Cloud Voice and Cloud Voice SIP-T Schedule
• the Presentation Number Service Option Annex to that schedule
• the BT Applications Software Licence Agreement
• your Order
• the BT Price List

BT publishes these on its business terms and conditions page, under IP Communications. BT Cloud Voice Express is a separate product with its own BT terms.

Licence term and the annual price change

BT sells BT Cloud Voice licences per user per month on a 60-month term, and the minimum period for your order is set out in your quote and order.

BT's terms apply an annual price change on 1 April each year, by the amount BT communicates when you buy and sets out in the BT Price List; BT's published pricing shows a fixed increase each year to 2031. BT's terms say this change does not by itself give a right to end the contract without termination charges. Our BT Cloud Voice cost page shows how it fits into the overall price.

Calls and other charges

Calls are charged separately from licences under the call plan you choose, and calls outside your plan are charged at BT's published rates. Site features, optional extras, devices, installation and training are priced separately where you take them. See call plans.

Ending a service early

If you end BT Cloud Voice, or part of it, before the end of the minimum period, BT's terms set out what is payable, including:

• any charges outstanding for the service and for equipment
• a termination charge based on the monthly charges for the remaining months of the minimum period, with a higher share applying to months left in the first 12 months
• any installation charges that were waived, and any other charges in your order or the BT Price List

BT Cloud Voice runs over a separate internet connection. BT's terms treat the end of that access contract during the minimum period in the same way, with some exceptions set out in the schedule.

At the end of the minimum period

When the minimum period ends, BT continues to provide the service unless either of you gives notice, and charges move to those in the BT Price List. If notice is given, the service ends at 23:59 on the last day of the period. The end of the term is a good moment to review your users, packs and call plan with us.

Number porting

Numbers move to BT Cloud Voice on go-live day. Keep your existing lines and contract running until every number has ported, because a number on a line that is ceased first can be returned to the provider that owns the range. We tell you when it is safe to cancel. See numbers and porting.

Emergency calls

BT notes that the ability to make 999 and 112 calls depends on the network and power, and that you might not be able to make them during a power or network failure, or when using the service through an app on a mobile device. The app shows each user an emergency dialling notice when they first sign in.

For people working away from the office, BT's guidance recommends using a mobile or home phone to call 999, and asks anyone who uses a BT Cloud Voice phone to tell the operator their current location. Keep another way of making emergency calls available, and check any alarms or care pendants with our alarm and special lines guide.