Inclusive Policy


Bills Inclusive maintains and promotes a policy of acceptable usage at all times, so please ensure that any use of Bills Inclusive services, by anyone in your household including visitors, doesn’t in any way contravene the restrictions listed below. You will also find below your responsibilities to help keep your network secure. Please ensure that anyone using your account to access Bills Inclusive services agrees with this policy and is aware of their obligations under it. This extends to your members of your household, or any one accessing our network through your accommodation.

Activities Banned
1. Granting access to your Bills Inclusive/BT broadband service to others not specifically authorised by you.
2. Activities that invade another’s privacy, cause annoyance, inconvenience or needless anxiety to any person.
3. Sending, receiving, publishing, posting, distributing, disseminating, encouraging the receipt of, uploading, downloading, recording, reviewing, streaming or using any material which is offensive, abusive, defamatory, indecent, obscene, unlawful, harassing or menacing or a breach of the copyright, trademark, intellectual property, confidence, privacy or any other rights of any person. Unlawful, fraudulent, criminal or otherwise illegal activities.
4. Knowingly or negligently transmitting or uploading any electronic material (including, without limit, files that contain viruses, corrupted files, or any other similar software or programmes) which is known or likely to cause, interrupt, damage, destroy or limit the functionality of any computer software, hardware or telecommunications equipment owned by Bills Inclusive/BT or any other internet user or person.
5. Anything that may disrupt or interfere with the Bills Inclusive/BT network or services or cause a host or the network to crash.
6. Launching “denial of service” attacks; “mail bombing” attacks; or “flooding” attacks against a host or network.
7. Circumventing the user authentication or security process of a host or network.
8. Creating, transmitting, storing or publishing any virus, Trojan, corrupting programme or corrupted data.
9. Monitoring or recording the actions of any person entitled to be in your home without their knowledge or any person or thing outside of your home or premises including, without limitation, any public highway or roadway or another person’s home or business premises.
10. Activities that are in breach of any other third party’s rights, including downloading, installation or distribution of pirated software or other inappropriately licensed software, deletion of any author attributions, legal notices or proprietary designations or labels in any file that is uploaded, falsification of the origin or source of any software or other material.
11. Collecting, streaming, distributing or accessing any material that you know, or reasonably should know, cannot be legally collected, streamed, distributed or accessed.

Security & Other users
You and your co tenants are responsible for ensuring that your usernames, passwords and login details for any Bills Inclusive/BT service or equipment remain confidential so that the network cannot be used by any unauthorised person including, but not limited to, those controlling access to;
(a) any computer hardware systems or networks
(b) any computer software or applications
(c) any other services accessed by you in the use of either of the above.
You and your co tenants shall not disclose these credentials to any third party, or use the same for any purpose connected with the improper use of the network including accessing or attempting to access other parts of the services for which you do not have access rights. You and your co tenants are responsible for taking all reasonable steps necessary to prevent a third party obtaining access to our network. You and your co tenants must immediately advise us if you become aware of any violation or suspected violation of these security provisions.

You and your co tenants are responsible for all uses made of the Bills Inclusive/BT broadband service through your account (whether authorised or unauthorised) and for any breach of this policy whether an unacceptable use occurs or is attempted, whether you knew or should have known about it, whether or not you carried out or attempted the unacceptable use alone, contributed to or acted with others or allowed any unacceptable use to occur by omission. You and your co tenants agree that Bills Inclusive/BT are not responsible for any of your activities in using our network. Although the internet is designed to appeal to a broad audience, it’s your responsibility to determine whether any of the content accessed via the Bills Inclusive/BT broadband service is appropriate for children or others in your household home to view or use.

Reporting to Bills Inclusive
All Tenants are to report any illegal or unacceptable use of Bills Inclusive/BT services, please send an email to
Breaches of this policy

If any Tenants use of Bills Inclusive services constitute a breach of this policy, Bills inclusive may, at its discretion, either give the tenants notice to stop the unacceptable use(s) or terminate that tenancy’s services (with or without notice as Bills Inclusive considers appropriate).


If the bills are included within your rent then this policy and the Acceptable Usage Policy will apply to you. This is to ensure that you use our services legally and sensibly.

There are allowances to limit the amount of energy and water that you can use when the bills are included within your rent (see graph below). The allowances are generous but it is important that you and the other tenants in your home are sensible with your energy and water usage (if on a meter) throughout your entire tenancy agreement.

IMPORTANT NOTE If you go over the allowances, you will be charged for the additional usage.
The allowances are for a 12 month period so if your tenancy agreement is shorter or longer, we’ll adjust the allowance accordingly.
Energy Allowance Graph for Gas & Electricity Usage;

Number of Tenants
Per Property. Yearly Allowance Usage
Per Property.
2 £1764.88
3 £1798.68
4 £2119.52
5 £2347.80
6 £2530.32
7 £2813.72
8 £3215.68
9 £3617.64

Water & Sewerage Allowance
We will only ever bill out what you would have paid if you had gone directly to the water and sewerage supplier direct.
Be Aware: The properties with Water Meters, should we note that excessive usage over and above the usual standard water/sewerage bill charge, be aware you will be charged the excess bill.


If The Broadband Light on the Router is NOT Solid Green carry out the procedure below:

1. You need to check that you have plugged the router into the correct BT Open reach master telephone socket. Your master socket normally has a BT or Open reach logo at the top. If you’re unsure whether it’s the correct telephone socket, you can plug a telephone in and you will get a dial tone.

2. Check that you are using the BT router and that you have plugged everything in correctly. You need to ensure that you are using a filter on every telephone socket you are using, e.g. extension handsets, fax machines or alarm systems. Never plug filters into other filters. Make sure that the power adaptor is turned on at the power socket and that the power button on the router is turned on.

3. Has the broadband on this line worked previously? If so, please move on to the next step. If it has never worked, please check your activation date. This can be found on your Welcome Letter. It can take up until midnight on this date before your broadband starts working.

4. You need to plug a working telephone handset into the filter and see if you get dial tone. This lets us know whether the telephone line is at fault instead of the broadband.

5. Replace the filter with the spare one included with the BT router. If the broadband light goes green after a few minutes, then the problem was caused by a faulty filter.

6. We need to run a line test on the line. You’ll need to contact us so that we can run this test. If the line test fails, then we will raise a fault with BT.

7. If the line test passes OK and we know that the telephone line is working correctly with a handset, then we need to connect your router directly to the BT Open reach test socket and disconnect any telephone devices. To do this, carefully unscrew the screws on the lower half of the BT Open reach master socket and the bottom half of the face plate will come off. Underneath will be a “test socket” and you should plug your filter into there. Then wait a few minutes and see if the broadband light then goes green. If it does, then you have a faulty master socket.

8. Please raise a fault with our office outlining which steps you have taken so we can outline the problem and try and resolve the fault more quickly.
a/ We will determine if it is likely that you have a faulty router
b/ We will confirm with you that the above steps have been carried out
c/ We will see whether your line is in sync.
d/ We will request BT to run additional tests to confirm whether your line is cross
connected in the exchange
e/ We will guide you through hard-resetting of your router if needed
If The Broadband Light is Solid Green but the Internet Light is NOT on follow the procedure below:
1. Use the same steps 1 – 8 as above. If after hard setting the router the problem still persists it is possible you will require a new router.
If The Broadband Light is Solid Green and Internet Light is Solid/Flashing Green but can’t get On Line
1 Check with other users in your home and if they have access and are using the broadband then it could be the configuration on your own computer.

2 Turn of the wireless on your computer and connect to the router with an Ethernet cable to see if you can get on line with the Ethernet cable, if so it could be a problem with your wireless connection on your computer configuration.

3 If you still have a problem after carrying our the above procedures then please notify our office and we shall raise the fault with BT see below procedure:
Raising faults with BT Open reach:

When we have raised a fault with BT Open reach we will receive an estimated update time, which depends on the type of the fault. Typically this is set to 2 working days after a fault is raised, and in most cases the fault is solved or updated before this point. If the fault is not resolved, we will follow up each day and call BT Open reach for an update as soon as possible after the next update time is exceeded.
It is rare that updates are not received after the first call to BT Open reach, but in circumstances where this occurs, we will instigate an escalation process in order to get the fault progressed as quickly as possible. Once BT Open reach advises that the fault is resolved, we will make contact with you in order to confirm that everything is fixed. Only following this confirmation will we close the fault .
BT Open reach’s basic service level agreement aims to fix any telephone or broadband faults within 5 working days from when ‘Bills Inclusive’ raises the fault.