EXTERNAL KPIs Q4 0910 Performance Indicators Q4 2009/10 Index - Group income statement and free cash flow - Revenue analysis - Revenue trends - Line of business statistics - Line of business trends - Broadband - Costs For further information please contact BT Investor Relations Phone +44 (0)20 7356 4909 Email bt.investorrelations@bt.com While BT believes the information contained in this document to be reliable, BT does not warrant the accuracy, completeness or validity of the information, figures or calculations that follow, and shall not be liable in any way for loss or damage arising out of the use of the information, or any errors or omissions in its content EXTERNAL KPIs Q4 0910 Restated² Change % 2009/10 Q1 Actual 1,994 2,158 1,156 1,306 7 (1,444) 5,177 4.3 (2.2) (1.2) 0.0 85.7 (2.0) 1.1 BT Global Services BT Retail BT Wholesale Openreach Other Total Leaver costs BT Global Services contract and financial review charges EBITDA pre specific items 182 377 324 491 43 1,417 (73) 0 1,344 (65.9) 26.3 (1.2) 2.4 (76.7) (3.2) (38.4) Depreciation and amortisation Group income statement £m unless stated 2008/9 Q1 2008/9 Q2 Restated² Change % 2009/10 Q2 Actual 2,079 2,110 1,142 1,306 13 (1,415) 5,235 2,095 2,176 1,168 1,303 12 (1,451) 5,303 (3.4) (5.2) (3.7) (1.4) (16.7) (4.6) (3.4) 105 429 324 489 60 1,407 (36) 0 1,371 (9.5) 10.7 1.2 3.7 (48.3) 2.1 (41.7) (1.3) 62 476 320 503 10 1,371 (45) 0 1,326 (691) 6.8 (738) 653 (10.0) (208) 78 (130) 2.9 2008/9 Q3 Restated² Change % 2009/10 Q3 Actual 2,024 2,062 1,125 1,285 10 (1,384) 5,122 2,194 2,180 1,183 1,329 10 (1,459) 5,437 (3.5) (5.5) (7.7) (2.8) (30.0) (6.0) (4.4) 7 434 321 533 6 1,301 (33) (336) 932 n/m 6.9 0.0 (3.8) 283.3 11.0 75.8 3.2 95 475 328 507 31 1,436 (21) 0 1,415 (685) 10.8 (759) 588 686 (4.4) (214) (69) (283) (237) 78 (159) (5.1) 8 5 (40.3) 313 532 (45.3) (41) 272 (38) 494 (69) 11 22.2% 0 (126) 10 23.7% 0 2008/9 Q4 Restated² Change % 2009/10 Q4 Actual 2,118 2,061 1,092 1,292 7 (1,372) 5,198 2,304 5 2,149 1,151 1,293 11 (1,435) 5,473 (0.5) (4.0) (5.2) (0.9) (9.1) (3.7) (2.1) 32 442 314 512 17 1,317 (62) (1,303) (48) 453.1 6.3 0.3 (3.7) 341.2 16.2 (71.0) 48.7 123 464 321 513 23 1,444 (58) 0 1,386 (723) 4.3 (754) 656 209 202.4 (225) (70) (295) (259) 79 (180) (13.9) 9 16 (30.5) 370 45 (44.3) (95) 275 36 81 (83) 236 22.4% 0 (19) 0 42.2% 0 2008/9 Full Year Restated² Change % 2009/10 Full Year Actual 2,292 2,064 1,091 1,281 10 (1,382) 5,356 8,587 8,663 4,658 5,231 40 (5,789) 21,390 (0.9) (4.2) (4.5) (1.3) 0.0 (4.1) (2.2) 8,513 8,297 4,450 5,164 40 (5,553) 20,911 326 1,682 1,283 2,025 126 5,442 (204) (1,639) 3,599 40.2 12.1 0.1 (0.4) 10.3 6.2 (30.4) n/m 177 470 315 493 75 1,530 (18) 0 1,512 56.7 457 1,885 1,284 2,016 139 5,781 (142) 0 5,639 (791) (0.4) (788) (2,890) 5.2 (3,039) 632 (839) (186.3) 724 709 266.7 2,600 (223) (69) (292) (229) 78 (151) (0.4) (228) (71) (299) (933) 313 (620) (4.6) (890) (279) (1,169) (1) 17 9 39 653.3 339 (973) (144.6) 434 128 158.0 (130) 209 (343) (1,316) (119.1) (183) 251 (372) (244) (75) 44 22.1% 0 278 25 28.6% (1) (93) 51 21.4% (1) 10 43 (7.8%) (2) Revenue BT Global Services BT Retail BT Wholesale Openreach Other Eliminations Total Adjusted EBITDA¹ Operating profit pre specific items Finance costs (pre net interest on pensions) Net interest on pensions Net finance costs Share of post tax profits/losses of associates & joint ventures 1 PBT pre specific items 524 Specific Items: Net gains (losses) Reported PBT (27) 497 Tax - excluding specific tax Tax on specific items Tax rate Memo: Minorities 117.7 (123) 8 23.5% (1) 85.5 62.2 98.0 88.5 25 1,037.5 1,456 (512.7) (449) 1,007 (320) 342 22.0% (1) Net Income 382 (44.1) 214 378 13.2 428 62 187.1 178 (1,013) (120.6) 209 (191) (638.7) 1,029 Adjusted EPS¹ 5.1 (17.6) 4.2 4.9 (8.2) 4.5 3.0 53.3 4.6 3.0 73.3 5.2 16.0 16.3 18.6 4.9 7,731 (42.9) 2.8 7,735 4.9 5.4 7,697 12.2 5.5 2.3 7,739 0.8 7,733 187.5 2.3 7,743 (13.1) 1.1 7,734 (120.6) 2.7 4.6 7,743 (2.5) 6.5 7,724 (632.0) 13.3 6.9 7,740 Reported EPS Net dividend per share Average number of shares in issue Group free cash flow Adjusted EBITDA¹ 1,417 1,371 1,407 1,436 1,301 1,444 1,317 1,530 5,442 5,781 Leaver costs Capital expenditure Interest Tax (73) (836) (285) 0 (45) (678) (284) 210 (36) (712) (145) (2) (21) (555) (152) 201 3 (33) (789) (305) (111) (58) (548) (314) (44) (62) (701) (202) (115) (18) (699) (190) (18) (204) (3,038) (937) (228) (142) (2,480) (940) 349 Change in working capital Specific items Other Free cash flow (pre gross pension deficit payment) (962) (27) 32 (734) 83.4 (599) (41) (56) (122) (168) (38) 63 369 91.1 (100) (95) (9) 705 (179) 36 48 (32) n/m 45 (130) (90) 305 847 (6) 56 1,134 (7.8) 484 (183) 139 1,045 (462) (35) 199 ⁴ 737 Gross pension deficit payment Free cash flow (post gross pension deficit payment) 0 (734) 83.4 0 (122) 0 369 91.1 0 705 0 (32) n/m (525) (220) 0 1,134 (7.8) 0 1,045 10,581 (0.6) 10,517 11,028 (10.4) 9,878 11,060 (8.6) 10,112 10,361 (10.4) 9,283 Net debt Operating cash flow by line of business BT Global Services BT Retail BT Wholesale Openreach 1 (18.9) (0.4) Change £m (637) 169 45 256 178 194 63 (19) (22.1) 4.8 Change £m (459) 363 108 237 (222) 253 318 277 before specific items, leaver costs, net interest on pensions and BT Global Services contract and financial review charges restated for the adoption of the amendment to IFRS2 'Share-based payment - vesting conditions and cancellations' and customer account moves between Global Services and Retail 3 includes HMRC tax rebate of £215m in Q2 2009/10 4 includes £110m non-cash share based payment adjustment 5 revenue as reported - shown after BT Global Services contract and financial review charges of £41m in Q4 2008/9 2 128 200 (122) 30 (30.5) 3.0 Change £m (94) 453 196 307 (267) 285 110 286 236 114 98 47 (0.3) (5.9) 162.3 (170) (449) (16) 1,933 0 737 91.0 (525) 1,408 10,361 (10.4) 9,283 Change £m (31) 399 208 333 279 383 362 294 (138) 90 (18) 60 (18.4) 0.3 Change £m 141 473 344 354 (847) 1,090 835 1,113 404 598 21 118 (443) 1,688 856 1,231 EXTERNAL KPIs Q4 0910 Revenue analysis Q1 2007/8¹ Q3 Q2 Q4 Total Q1 2008/9¹ Q3 Q2 Q4 Total Q1 2009/10 Q3 Q2 Q4 Total £m ICT & Managed Networks 1,1216 156 163 1,440 4,086 599 518 5,203 895 138 167 1,200 916 142 180 1,238 980 142 180 1,302 1,128 166 188 1,482 3,919 588 715 5,222 276 337 1,146 326 361 333 342 1,362 1,260 149 108 1,517 73 332 119 120 644 1,341 150 166 1,657 89 333 118 134 674 1,458 156 163 1,777 92 329 116 127 664 5,232 599 518 6,349 321 1,313 482 501 2,617 1,221 138 167 1,526 82 326 117 131 656 1,277 142 180 1,599 83 330 110 143 666 1,313 142 180 1,635 84 331 103 162 680 1,470 166 188 1,824 85 329 101 161 676 5,281 588 715 6,584 334 1,316 431 597 2,678 133 784 917 130 779 909 127 764 891 121 737 858 511 3,064 3,575 122 775 897 117 720 837 116 698 814 117 690 807 472 2,883 3,355 230 2,420 2,650 51 575 626 50 545 595 51 544 595 48 513 561 200 2,177 2,377 48 514 562 46 495 541 43 508 551 47 476 523 184 1,993 2,177 75 47 110 232 358 193 462 1,013 94 46 105 245 88 47 112 247 83 47 84 214 79 41 84 204 344 181 385 910 78 41 87 206 78 37 71 186 75 39 78 192 69 38 70 177 300 155 306 761 289 1,445 103 1,837 281 1,397 110 1,788 1,197 5,745 462 7,404 278 1,405 105 1,788 268 1,371 112 1,751 261 1,355 84 1,700 248 1,291 84 1,623 1,055 5,422 385 6,862 248 1,330 87 1,665 241 1,252 71 1,564 234 1,245 78 1,557 233 1,204 70 1,507 956 5,031 306 6,293 196 541 104 841 201 511 105 817 198 475 122 795 777 2,113 439 3,329 215 476 117 808 220 461 122 803 227 467 131 825 242 424 142 808 904 1,828 512 3,244 200 417 149 766 199 385 156 740 212 362 153 727 211 357 156 724 822 1,521 614 2,957 212 206 61 479 219 238 51 508 224 243 51 518 292 254 50 596 947 941 213 2,101 261 222 58 541 274 242 60 576 276 254 41 571 264 268 58 590 1,075 986 217 2,278 328 233 48 609 224 248 71 543 275 254 63 592 293 254 68 615 1,120 989 250 2,359 BT Global Services BT Retail BT Wholesale Openreach 394 206 647 108 1,355 415 238 592 104 1,349 425 243 562 105 1,335 490 254 525 122 1,391 1,724 941 2,326 439 5,430 476 222 534 117 1,349 494 242 521 122 1,379 503 254 508 131 1,396 506 268 482 142 1,398 1,979 986 2,045 512 5,522 528 233 465 149 1,375 423 248 456 156 1,283 487 254 425 153 1,319 504 254 425 156 1,339 1,942 989 1,771 614 5,316 BT Retail BT Wholesale Openreach 50 308 1,110 1,468 69 309 1,099 1,477 67 315 1,100 1,482 79 320 1,069 1,468 265 1,252 4,378 5,895 68 307 1,069 1,444 82 308 1,061 1,451 88 307 1,064 1,459 105 306 1,024 1,435 343 1,228 4,218 5,789 83 306 1,026 1,415 90 308 986 1,384 89 306 977 1,372 111 307 964 1,382 373 1,227 3,953 5,553 1,759 2,096 1,318 1,321 7 (1,468) 5,033 1,827 2,177 1,256 1,307 5 (1,477) 5,095 1,910 2,196 1,205 1,318 7 (1,482) 5,154 2,168 2,213 1,180 1,320 9 (1,468) 5,422 7,664 8,682 4,959 5,266 28 (5,895) 20,704 1,994 2,158 1,156 1,306 7 (1,444) 5,177 2,095 2,176 1,168 1,303 12 (1,451) 5,303 2,194 2,180 1,183 1,329 10 (1,459) 5,437 2,304 2,149 1,151 1,293 11 (1,435) 5,473 8,587 8,663 4,658 5,231 40 (5,789) 21,390 2,079 2,110 1,142 1,306 13 (1,415) 5,235 2,024 2,062 1,125 1,285 10 (1,384) 5,122 2,118 2,061 1,092 1,292 7 (1,372) 5,198 2,292 2,064 1,091 1,281 10 (1,382) 5,356 8,513 8,297 4,450 5,164 40 (5,553) 20,911 BT Global Services BT Retail BT Wholesale 802 111 64 977 841 120 72 1,033 912 140 76 1,128 1,098 159 83 1,340 3,653 530 295 4,478 926 144 81 1,151 974 149 108 1,231 1,065 150 166 1,381 BT Global Services 181 199 213 222 815 247 286 BT Global Services BT Retail BT Wholesale 983 111 64 1,158 55 279 175 103 612 1,040 120 72 1,232 72 297 158 104 631 1,125 140 76 1,341 71 301 149 113 634 1,320 159 83 1,562 77 324 142 129 672 4,468 530 295 5,293 275 1,201 624 449 2,549 1,173 144 81 1,398 67 319 129 120 635 BT Global Services⁵ BT Retail 158 790 948 150 782 932 153 788 941 148 772 920 609 3,132 3,741 BT Global Services⁵ BT Retail 64 613 677 56 621 677 52 608 660 58 578 636 BT Global Services⁵ BT Retail BT Wholesale 105 47 124 276 94 50 125 269 84 49 103 236 BT Global Services BT Retail BT Wholesale 327 1,450 124 1,901 300 1,453 125 1,878 BT Global Services BT Wholesale Openreach 182 586 108 876 BT Global Services⁵ BT Retail BT Wholesale MPLS Total Total Managed Solutions BT Global Services BT Retail BT Wholesale Openreach Broadband (incl. LLU) and Convergence² Lines³ Calls Private Circuits Total Total Calls and Lines Transit, conveyance, interconnect circuits, WLR, global carrier and other wholesale Other⁴ Total Total Other Internal revenue Total internal revenue Total line of business revenue BT Global Services BT Retail BT Wholesale Openreach Other Eliminations Total Group Revenue 1 restated to reflect account moves between Global Services and Retail includes VOIP and BT Vision revenues 3 includes connection and rental fees 4 includes Global Services revenue from non-UK global products and Retail revenue from conferencing, directories, payphones and other select services 5 figures restated due to revenue re-alignment post account transfers carried out at Q1 09/10 6 revenue as reported - shown after BT Global Services contract and financial review charges of £41m in Q4 2008/9 2 Q4 2009/10 EXTERNAL KPIs Q4 0910 Revenue trends Q1 Q2 2008/9 Q3 Q4 Total Q1 Q2 2009/10 Q3 Q4 Total ICT & Managed Networks BT Global Services BT Retail BT Wholesale 15.5% 29.7% 26.6% 17.8% 15.8% 24.2% 50.0% 19.2% 16.8% 7.1% 118.4% 22.4% 2.1% (1.9)% 96.4% 7.5% 11.9% 13.0% 75.6% 16.2% (3.3)% (4.2)% 106.2% 4.3% (6.0)% (4.7)% 66.7% 0.6% (8.0)% (5.3)% 8.4% (5.7)% 0.6% 6.4% 15.3% 2.9% (4.1)% (1.8)% 38.0% 0.4% BT Global Services 36.5% 43.7% 29.6% 51.8% 40.6% 32.0% 26.2% 20.7% 1.5% 18.8% BT Global Services BT Retail BT Wholesale 19.3% 29.7% 26.6% 20.7% 21.8% 14.3% (26.3)% 16.5% 3.8% 21.2% 24.2% 50.0% 23.1% 1.4% 11.8% (24.7)% 15.4% 2.1% 19.2% 7.1% 118.4% 23.6% 25.4% 10.6% (20.8)% 18.6% 6.3% 10.5% (1.9)% 96.4% 13.8% 19.5% 1.5% (18.3)% (1.6)% (1.2)% 17.1% 13.0% 75.6% 20.0% 16.7% 9.3% (22.8)% 11.6% 2.7% 4.1% (4.2)% 106.2% 9.2% 22.4% 2.2% (9.3)% 9.2% 3.3% 1.3% (4.7)% 66.7% 5.4% 13.7% (0.6)% (7.6)% 19.2% 3.4% (2.1)% (5.3)% 8.4% (1.3)% (5.6)% (0.6)% (12.7)% 20.9% 0.9% 0.8% 6.4% 15.3% 2.6% (7.6)% 0.0% (12.9)% 26.8% 1.8% 0.9% (1.8)% 38.0% 3.7% 4.0% 0.2% (10.6)% 19.2% 2.3% BT Global Services BT Retail (15.8)% (0.8)% (3.3)% (13.3)% (0.4)% (2.5)% (17.0)% (3.0)% (5.3)% (18.2)% (4.5)% (6.7)% (16.1)% (2.2)% (4.4)% (8.3)% (1.1)% (2.2)% (10.0)% (7.6)% (7.9)% (8.7)% (8.6)% (8.6)% (3.3)% (6.4)% (5.9)% (7.6)% (5.9)% (6.2)% BT Global Services BT Retail (20.3)% (6.2)% (7.5)% (10.7)% (12.2)% (12.1)% (1.9)% (10.5)% (9.8)% (17.2)% (11.2)% (11.8)% (13.0)% (10.0)% (10.3)% (5.9)% (10.6)% (10.2)% (8.0)% (9.2)% (9.1)% (15.7)% (6.6)% (7.4)% (2.1)% (7.2)% (6.8)% (8.0)% (8.5)% (8.4)% BT Global Services BT Retail BT Wholesale (10.5)% (2.1)% (15.3)% (11.2)% (6.4)% (6.0)% (10.4)% (8.2)% (1.2)% (4.1)% (18.4)% (9.3)% 5.3% (12.8)% (23.6)% (12.1)% (3.9)% (6.2)% (16.7)% (10.2)% (17.0)% (10.9)% (17.1)% (15.9)% (11.4)% (21.3)% (36.6)% (24.7)% (9.6)% (17.0)% (7.1)% (10.3)% (12.7)% (7.3)% (16.7)% (13.2)% (12.8)% (14.4)% (20.5)% (16.4)% BT Global Services BT Retail BT Wholesale (15.0)% (3.1)% (15.3)% (5.9)% (10.7)% (5.6)% (10.4)% (6.8)% (9.7)% (6.2)% (18.4)% (7.5)% (11.7)% (7.6)% (23.6)% (9.2)% (11.9)% (5.6)% (16.7)% (7.3)% (10.8)% (5.3)% (17.1)% (6.9)% (10.1)% (8.7)% (36.6)% (10.7)% (10.3)% (8.1)% (7.1)% (8.4)% (6.0)% (6.7)% (16.7)% (7.1)% (9.4)% (7.2)% (20.5)% (8.3)% BT Global Services BT Wholesale Openreach 18.1% (18.8)% 8.3% (7.8)% 12.2% (14.8)% 17.3% (4.5)% 12.9% (8.6)% 24.8% 1.0% 22.2% (10.7)% 16.4% 1.6% 16.3% (13.5)% 16.6% (2.6)% (7.0)% (12.4)% 27.4% (5.2)% (9.5)% (16.5)% 27.9% (7.8)% (6.6)% (22.5)% 16.8% (11.9)% (12.8)% (15.8)% 9.9% (10.4)% (9.1)% (16.8)% 19.9% (8.8)% BT Global Services BT Retail BT Wholesale 23.1% 7.8% (4.9)% 12.9% 25.1% 1.7% 17.6% 13.4% 23.2% 4.5% (19.6)% 10.2% (9.6)% 5.5% 16.0% (1.0)% 13.5% 4.8% 1.9% 8.4% 25.7% 5.0% (17.2)% 12.6% (18.2)% 2.5% 18.3% (5.7)% (0.4)% 0.0% 53.7% 3.7% 11.0% (5.2)% 17.2% 4.2% 4.2% 0.3% 15.2% 3.6% BT Global Services BT Retail BT Wholesale Openreach 20.8% 7.8% (17.5)% 8.3% (0.4)% 19.0% 1.7% (12.0)% 17.3% 2.2% 18.4% 4.5% (9.6)% 24.8% 4.6% 3.3% 5.5% (8.2)% 16.4% 0.5% 14.8% 4.8% (12.1)% 16.6% 1.7% 10.9% 5.0% (12.9)% 27.4% 1.9% (14.4)% 2.5% (12.5)% 27.9% (7.0)% (3.2)% 0.0% (16.3)% 16.8% (5.5)% (0.4)% (5.2)% (11.8)% 9.9% (4.2)% (1.9)% 0.3% (13.4)% 19.9% (3.7)% 36.0% (0.3)% (3.7)% (1.6)% 18.8% (0.3)% (3.5)% (1.8)% 31.3% (2.5)% (3.3)% (1.6)% 32.9% (4.4)% (4.2)% (2.2)% 29.4% (1.9)% (3.7)% (1.8)% 22.1% (0.3)% (4.0)% (2.0)% 9.8% 0.0% (7.1)% (4.6)% 1.1% (0.3)% (8.2)% (6.0)% 5.7% 0.3% (5.9)% (3.7)% 8.7% (0.1)% (6.3)% (4.1)% 13.4% 3.0% (12.3)% (1.1)% 2.9% 14.7% (0.0)% (7.0)% (0.3)% 4.1% 14.9% (0.7)% (1.8)% 0.8% 5.5% 6.3% (2.9)% (2.5)% (2.0)% 0.9% 12.0% (0.2)% (6.1)% (0.7)% 3.3% 4.3% (2.2)% (1.2)% 0.0% 1.1% (3.4)% (5.2)% (3.7)% (1.4)% (3.4)% (3.5)% (5.5)% (7.7)% (2.8)% (4.4)% (0.5)% (4.0)% (5.2)% (0.9)% (2.1)% (0.9)% (4.2)% (4.5)% (1.3)% (2.2)% MPLS Total Total Managed Solutions BT Global Services BT Retail BT Wholesale Openreach Broadband (incl. LLU) and Convergence Lines Calls Private Circuits Total Total Calls and Lines Transit, conveyance, interconnect circuits, WLR, global carrier and other wholesale Other Total Total Other Internal revenue BT Retail BT Wholesale Openreach Total internal revenue Total line of business revenue BT Global Services BT Retail BT Wholesale Openreach Total Group Revenue Q4 2009/10 EXTERNAL KPIs Q4 0910 Line of business statistics Q1 2007/8 Q3 Q2 Q4 Total Q1 2008/9 Q3 Q2 Q4 Total Q1 2009/10 Q3 Q2 Q4 Total Global Services Order intake¹ (£m) 1,654 1,580 1,855 2,746 1,868 1,772 1,745 2,532 1,411 1,436 1,550 2,234 Retail Business unit revenue¹ (£m) Consumer 1,118 1,143 1,160 1,120 4,541 1,121 1,105 1,096 1,040 4,362 1,105 1,042 1,056 1,020 4,223 Business 661 692 695 719 2,767 705 703 696 702 2,806 648 644 643 658 2,593 Enterprises 129 163 146 171 609 135 174 184 209 702 164 182 176 194 716 Ireland 186 186 194 205 771 198 194 202 206 800 198 200 201 202 801 2 (7) 1 (2) (6) (1) 0 2 (8) (7) (5) (6) (15) (10) (36) 2,096 2,177 2,196 2,213 8,682 2,158 2,176 2,180 2,149 8,663 2,110 2,062 2,061 2,064 8,297 5.22 4.96 4.61 4.39 19.18 4.02 3.81 3.50 3.40 14.73 3.13 3.05 2.87 2.81 11.86 Geographic 12.02 11.70 11.64 11.48 46.84 10.79 10.47 10.45 10.35 42.06 9.32 9.15 9.40 9.44 37.31 Total 17.24 16.66 16.25 15.87 66.02 14.81 14.28 13.95 13.75 56.79 12.45 12.20 12.27 12.25 49.17 266 271 273 274 278 283 285 287 290 296 301 309 13,448 13,194 12,912 12,600 12,416 12,229 12,043 11,789 11,583 11,388 11,251 11,113 BT Vision installed base ('000) 15 46 120 214 282 320 376 423 433 6 436 6 451 467 Net adds in quarter 11 31 74 94 68 38 56 47 31 18 15 16 4,285 4,366 4,528 4,666 4,853 5,077 5,323 5,647 5,972 6,138 6,051 6,028 Consumer 16,486 16,248 16,050 15,793 15,527 15,289 14,954 14,514 14,104 13,696 13,330 13,051 Business⁴ Total 7,158 23,644 7,018 23,266 6,898 22,948 6,750 22,543 6,547 22,074 6,362 21,651 6,167 21,121 5,992 20,506 5,835 19,939 5,679 19,375 5,513 18,843 5,367 18,418 Total exchange lines ('000) 27,929 27,632 27,476 27,209 26,927 26,728 26,444 26,153 25,911 25,513 24,894 24,446 Other (incl. eliminations) Total Calls (mins bn) Non geographic Consumer ARPU² (£) Active Consumer lines³ ('000) 5 Openreach External WLR lines ('000) Group Lines ('000) 1 restated to reflect account moves between Global Services and Retail 12 month rolling consumer revenue, less mobile POLOs, divided by number of primary lines. Note: Q1,Q2,Q3 & Q4 2009/10 figures show underlying ARPU, excluding £3 relating to Q1 2009/10 one-off benefit relating to prior periods. 3 'Active Consumer lines' represents the number of lines over which BT is the call provider (excl. NI, incl. Plusnet from Q3 2009/10) 4 2008/9 figures restated to reflect reporting of WLR3 lines on consistent basis with PSTN 2 5 6 includes a favourable adjustment of 72k to Active Consumer lines and 79k to Group Consumer lines to write back bad debtors previously written off in Q2 2009/10 and Q3 2009/10. There is no impact on the full year figure. net adds in Q1 and Q2 2009/10 are before the reported data cleanses of the BT Vision installed base. These reduced the customer base by c.22k in Q1 2009/10 and c.15k in Q2 2009/10. Q1 net adds have been adjusted for customer churn of 7k. Q4 2009/10 5 EXTERNAL KPIs Q4 0910 Line of business trends 2008/9 Q3 Q1 Q2 Q4 12.9% 12.2% (5.9)% (7.8)% Consumer 0.3% (3.3)% (5.5)% (7.1)% Business 6.7% 1.6% 0.1% Enterprises 4.7% 6.7% Ireland 6.5% Total Q1 Q2 2009/10 Q3 Q4 Total Global Services Order intake (24.5)% (19.0)% (11.2)% (11.8)% (3.9)% (1.4)% (5.7)% (3.6)% (1.9)% (3.2)% (2.4)% 1.4% (8.1)% (8.4)% (7.6)% (6.3)% (7.6)% 26.0% 22.2% 15.3% 21.5% 4.6% (4.3)% (7.2)% 2.0% 4.3% 4.1% 0.5% 3.8% 0.0% 3.1% (0.5)% (1.9)% 0.1% 3.0% (0.0)% (0.7)% (2.9)% (0.2)% (2.2)% (5.2)% (5.5)% (4.0)% (4.2)% Non geographic (23.0)% (23.2)% (24.1)% (22.6)% (23.2)% (22.1)% (19.9)% (18.0)% (17.4)% (19.5)% Geographic (10.2)% (14.1)% (10.5)% (14.3)% (10.2)% (14.2)% (9.8)% (13.4)% (10.2)% (14.0)% (13.6)% (15.9)% (12.6)% (14.6)% (10.0)% (12.0)% (8.8)% (10.9)% (11.3)% (13.4)% 4.5% 4.4% 4.4% 4.7% 4.3% 4.6% 5.6% 7.7% (7.7)% (7.3)% (6.7)% (6.4)% (6.7)% (6.9)% (6.6)% (5.7)% 1780.0% 595.7% 213.3% 97.7% 53.5% 36.3% 19.9% 10.4% 13.3% 16.3% 17.6% 21.0% 23.1% 20.9% 13.7% 6.7% Consumer (5.8)% (5.9)% (6.8)% (8.1)% (9.2)% (10.4)% (10.9)% (10.1)% Business Total (8.5)% (6.6)% (9.3)% (6.9)% (10.6)% (8.0)% (11.2)% (9.0)% (10.9)% (9.7)% (10.7)% (10.5)% (10.6)% (10.8)% (10.4)% (10.2)% Total exchange lines (3.6)% (3.3)% (3.8)% (3.9)% (3.8)% (4.5)% (5.9)% (6.5)% Retail Business unit revenue Other (incl. eliminations) Total Calls (mins bn) Total Consumer ARPU Active Consumer lines BT Vision installed base Openreach External WLR lines Group Lines Q4 2009/10 EXTERNAL KPIs Q4 0910 2007/8 Broadband Q1 Q2 2008/9 Q3 Q4 Q1 Q2 2009/10 Q3 Q4 Q1 Q2 Q3 Q4 000s Retail Total Broadband 3,834 4,074 1 4,251 4,402 4,505 4,574 4,658 4,757 4,835 4,906 5,008 5,132 177 150 103 69 83 99 78 72 102 123 35% 35% 30% 35% 31% 35% 27% 34% 28% 34% 42% 34% 46% 35% 43% 35% 42% 35% 44% 35% Net adds in quarter 175 178 Retail share of DSL + LLU net adds 38% 34% 37% 35% 8,772 8,480 8,457 8,385 8,261 8,196 8,074 8,062 8,026 8,031 8,044 8,057 Net adds in quarter (55) (292) (23) (72) (123) (65) (122) (12) (36) 5 14 13 External Wholesale 4,938 (230) 4,405 (470) 4,205 (200) 3,983 (222) 3,756 (227) 3,622 (134) 3,416 (206) 3,305 (110) 3,191 (114) 3,124 (67) 3,036 (88) 2,926 (110) 2,424 3,195 3,729 4,300 4,761 5,084 5,501 5,750 5,957 6,121 6,352 6,620 514 771 534 571 461 323 417 249 207 164 231 268 11,195 11,674 12,186 12,684 13,022 13,280 13,575 13,812 13,983 14,152 14,397 14,677 459 479 511 499 338 258 295 237 171 168 245 281 Retail share of DSL + LLU installed base 1 Wholesale Total Wholesale Broadband Net adds in quarter 2 Openreach External LLU Volumes ('000) Full and shared loops Net adds in quarter Group Total DSL + LLU Net adds in quarter ¹ Net adds excludes the acquisition of Brightview (63k customers) ² Adjusted for the impact of Plusnet and Brightview acquisitions by Retail Q4 2009/10 EXTERNAL KPIs Q4 0910 Costs Q1 2007/8 Q3 Q2 Q4 Total Q1 2008/9 Q3 Q2 Q4 Total Q1 2009/10 Q3 Q2 Q4 Total £m Summary cost analysis Staff costs before leaver costs¹ 1,299 1,297 1,273 1,362 5,231 1,386 1,344 1,352 1,330 5,412 1,266 1,206 1,214 1,176 4,862 (187) (192) (177) (168) (724) (158) (155) (192) (168) (673) (144) (133) (143) (155) (575) 1,112 1,105 1,096 1,194 4,507 1,228 1,189 1,160 1,162 4,739 1,122 1,073 1,071 1,021 4,287 8 43 20 56 127 73 36 33 62 204 45 21 58 18 142 Total staff costs incl. leaver costs 1,120 1,148 1,116 1,250 4,634 1,301 1,225 1,193 1,224 4,943 1,167 1,094 1,129 1,039 4,429 Other operating costs 1,501 1,561 1,649 1,697 6,408 1,585 1,771 2,289 3,289 8,934 1,773 1,666 1,697 2,002 7,138 Sub total 2,621 2,709 2,765 2,947 11,042 2,886 2,996 3,482 4,513 13,877 2,940 2,760 2,826 3,041 11,567 POLO's 1,062 1,054 1,023 1,098 4,237 1,037 1,043 1,094 1,092 4,266 1,048 1,040 1,066 929 4,083 706 681 727 732 2,846 680 672 702 774 2,828 722 747 742 774 2,985 3 12 5 23 43 11 13 21 17 62 16 12 12 14 54 4,392 4,456 4,520 4,800 18,168 4,614 4,724 5,299 6,396 21,033 4,726 4,559 4,646 4,758 18,689 Own work capitalised Net staff costs before leavers Leaver costs Depreciation and amortisation Amortisation of acquired intangibles Total costs² ¹ 2007/8 and 2008/9 restated for the adoption of the amendment to IFRS2 'Share-based payment - vesting conditions and cancellations' ² under IFRS basis and before specific items Capital expenditure Platform/Network 1,426 329 333 287 311 1,260 207 217 241 470 1,135 Line of Business 840 233 200 223 216 873 130 131 128 171 560 Access 844 171 167 166 159 663 143 130 138 155 566 Regulatory & compliance 171 53 50 59 65 227 59 56 40 51 206 58 16 15 26 7 65 20 24 7 15 66 3,339 802 766 762 758 3,088 559 558 554 862 2,533 Support functions Total Q4 2009/10