BT GROUP INTRODUCES £30 SET-UP FEE FOR NEW BROADBAND CUSTOMERS

BT Group has introduced a one-off set-up fee of £30 for new BT and EE broadband customers, and £20 for those joining Plusnet, effective from 31 July 2026. New customers across all three brands are locked into 24-month contracts. The move follows bill increases imposed by major broadband and mobile providers in April.

Ernest Doku, broadband expert at Uswitch, described the introduction as "badly misjudged", stating that upfront set-up fees had largely disappeared from broadband-only deals over the past decade. Doku argued that customers who already own a working router should be able to avoid the charge by using their own equipment. Consumer expert Martyn James said the broadband industry was already considered to have poor customer service, and that the new fee would make switching providers "even more off putting". James questioned the justification for the charge, asking whether BT could explain what customers were paying for.

Uswitch stated that the fee represents a barrier to customers seeking cheaper deals at a time of continued focus on the cost of living. The charge will appear as a one-off cost on customers' first bill. BT Group had been contacted for comment on the decision but had not responded at the time of reporting.