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Superfast Broadband T&Cs V1.2
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Terms and conditions V1.2

Jan 2022

  1. Orders
  1. Placing an order on our website constitutes acceptance of these terms and your agreement to be bound by them.
  2. All orders are subject to survey.
  3. A customer placing an order on our website does not obligate us to provide a service.
  4. The survey may reveal additional work is necessary to to provide a service, in this case we will provide a quotation. The customer is not obligated to proceed with the order in this case.
  5. We reserve the right to decline any order at our discretion.
  6. Customers have a right to a 14 day cooling off period in accordance with the Consumer Contract Regulations.
  1. The 14 days starts when the customer receives our order confirmation email.
  2. If installation occurs sooner than the end of the 14 days from the confirmation email then the cooling off period ends at the point of installation.
  1. Orders cancelled less than 24 hours prior to the installation date shall incur a cancellation fee of £50.00.
  1. Service definition
  1. We provide a service to connect you to the Internet. We may also provide a phone line that allows you to make and receive calls from the Public Switched Telephone Network (PSTN).
  2. The service (unless a business package is ordered) is intended for domestic purposes.
  3. Whilst we do not prohibit use of our domestic packages for non-domestic purposes we caution against any use of the service that may result in you or anyone else suffering a loss in the event of a failure of the service.
  4. The service may be unavailable from time to time due to factors outside of our control. For example, but not limited to, power cuts, damage to fibre optic cables or radio frequency interference. Such occurrences will not constitute a breach of contract.
  5. Our guarantee and what remedy the customer may be entitled to in the event of failure is set out in our speed guarantee.
  1. Service demarcation point
  1. If a router is provided/owned by the customer the demarcation point is the end of the Ethernet cable we provided to the customer for connection to their equipment.
  2. If we supply/own the router the demarcation point is the LAN Ethernet ports on the router and the wifi card in the router (if applicable).
  3. Where we provide a router with wifi capability we are responsible to ensure that the wifi card works properly. We will establish this by testing the router in an environment that is RF clean i.e. a concrete or metal room.
  4. Wifi performance may be adversely affected by interference from other signals originating from neighboring properties.
  5. The customer is responsible for their local environment and any equipment that they connect downstream of the demarcation point.
  1. Minimum speed guarantee
  1. We guarantee that the service will deliver 90% of the purchased download speed 90% of the time. This will be measured using the speed test procedure set out in these terms.
  2. We do not guarantee upload speeds.
  3. Should we fail to deliver the promised service as defined in these terms the customer will be entitled to remedy as follows:-
  1. Full refund of the standard broadband installation cost (minus the cost of any upgraded router/phone).
  2. The customer will have the right for a period of 30 days (starting from our written acceptance that we are unable to remedy the problem) to cancel their contract early without penalty.
  3. If the customer does not action their right to cancellation they then forfeit the right to initiate a subsequent stage 3 investigation for a period of 12 months.
  1. In the event that the customer is out of contract this warranty will not apply.
  1. Speed test procedure
  1. We will publish on our website from time to time a self speed test procedure detailing how a customer can perform a speed test themselves. Speed test results by any other method will not be considered evidence of a problem.
  2. Using a speed test application itself consumes some bandwidth (this is called overhead) and as such it is normal to get a speed test result up to 10% less than the purchased speed.
  1. Stage 1 investigation - customer self tests
  1. The customer will undertake 3 speed tests using the published procedure at at least 1 hour intervals.
  2. The customer will take a screenshot of the results of each test and email them to to open a fault ticket.
  3. We will review the supplied test data and if the mean average of the 3 results is less than 90% of the purchased speed we will open a fault.
  1. Stage 2 investigation - engineer visit
  1. If we are unable to resolve the problem at stage 1 the customer may request escalation to stage 2.
  2. An engineer appointment will be provided within 7 days during which we will come and test the service ourselves.
  3. Our engineers will perform 3 additional speed tests (using a direct Ethernet connection to the router) over a period of 30 minutes. If the mean average of the 3 results is less than 90% of the purchased speed the fault will be deemed to be confirmed.
  1. Stage 3 investigation - 24 hour soak test
  1. If we are unable to resolve the problem at stage 2 the customer may request escalation to stage 3.
  2. An engineer appointment will be provided within 7 days during which we will commence a 24 hour soak test of the service.
  3. During the test the service will not be available for the customer to use. This will not constitute a fault or loss of service.
  4. The test equipment we provide will test the service once every 5 minutes and report this data back to us automatically.
  5. Upon conclusion of the soak test the data will be analysed (and shared with the customer).
  6. To constitute a confirmed fault at least 10% of the test results must be less than 90% of the purchased service speed.
  7. In the event of a confirmed fault the customer may invoke a claim under the warranty set out in section 3.3.
  1. Installation / fault appointments
  1. The customer may cancel engineer appointments without charge by calling the office (0800 2888 680) at least 2 hours prior to the appointment time.
  2. If the customer does not give 2 hours notice an admin fee of £50.00 inc VAT will be charged.
  3. We may cancel appointments at any time, whilst always endeavouring to give as much notice to the customer as possible.
  1. Payments
  1. Payments made by direct debit will incur no additional charges.
  2. Accounts that do not have an active direct debit instruction maintained will be subject to a £10 inc VAT admin charge per month.
  3. We allow 1 missed/bounced direct debit payment per year (1st Jan - 31st Dec). Any additional missed/bounced payments will incur an admin fee of £20 inc VAT per payment.
  4. Bills not settled within 7 days of their due date will be considered overdue.
  5. When a bill becomes overdue an admin charge of £10 inc VAT will be added (per bill).
  6. You will be notified once by email (to the address you have provided) if your account is overdue.
  7. Accounts that are overdue by more than 7 days (14 days from the due date) will be suspended without further notice.
  8. A reconnection charge of £50 inc VAT will apply to reconnect a suspended account.
  9. Accounts overdue by more than 21 days (28 days from the due date) will be terminated without further notice.
  10. Terminated accounts will incur a full reconnection charge at the prevailing rate and be subjected to a new minimum term if the customer wishes to reconnect.
  11. Suspension or termination due to non-payment will not absolve the customer from responsibility for any remaining payments due under the minimum term of the contract. Any remaining payments will be billed as a one-off closing bill amount upon termination.
  12. Upon termination for non-payment we will instruct our debt collection agency to recover any outstanding amounts and you agree to pay all debt recovery costs associated with this.
  1. Equipment
  1. All equipment provided to receive the service remains our property and must be returned upon termination of the contract.
  2. Upon termination of the service you may choose to buy the router from us for £50 inc VAT if you wish to retain it.
  1. Customer’s obligation to assist others
  1. We run a community network which depends on the goodwill of the community to assist in reaching as many customers as possible.
  2. By subscribing to our service you agree to share this ethos.
  3. We reserve the right to add additional equipment to a customer’s installation at any point in the future to allow us to reach additional customers. The details of such an installation to be agreed with the customer.
  4. We will review the number of dependent connections on a regular basis. At such a point that 10 other customers are dependent on the customer we will credit £30/month to the customer’s bill. At such a point that 20 other customers are dependent on the customer we will credit a further £10/month to the customer’s bill.
  5. If the number of dependent connections reduces below the threshold the credit will no longer apply.
  6. The customer will cover the cost of the electricity used by our equipment up to a maximum loading of 50W. If the load exceeds 50W then we will pay the customer for the excess amount based on the actual consumption as measured by our equipment. Payments will be made annually, in arrears, and calculated using the prevailing variable rate as charged by British Gas at the time of the calculation. Payments will be made on or around 31st March each year.
  1. Recommend a friend.
  1. If a customer recommends us and that person subsequently subscribes to our service we will give the referring customer a £10 Amazon voucher.
  2. To qualify the referral must be made using the form on our website.
  3. The voucher will only be issued once the new customer has paid their first bill.
  1. Liability
  1. We will not be liable for any loss be that direct, indirect, consequential or otherwise as a result of the use of or loss of use of the service.
  2. We will not be liable for any damages caused by any equipment involved with the provision of the service failing in any way.
  3. If you have purchased a business package we may be liable under the service level agreement to pay you compensation in the event of a loss of service. Any compensation payable is limited to a maximum of the monthly cost of the service or the total amount the customer has paid to date (whichever is smaller).
  1. Traffic management
  1. We cap the customer’s connection to their purchased speed.
  2. We do not perform any other traffic management.  
  1. Content filtering
  1. We do not perform any content filtering.
  2. You are responsible for ensuring any vulnerable persons use your service safely. If you need advice about this please contact us.
  1. Acceptable use
  1. You agree to use the service for lawful purposes only.
  2. If we are made aware that you have used the service for unlawful purposes we reserve the right to terminate your service immediately and without notice. You will still be liable for any remaining payments under the minimum term.
  3. You will not use the service in any way that negatively impacts on the use of other users.
  4. You will not share the service with anyone who is not a member of your household or a visitor to your household.
  1. Call charges
  1. Our telephone call rates track a wholesale rate which allows us to be extremely competitive on cost.
  2. We update call prices daily to reflect changes in the wholesale rate.
  3. It is up to you to check the cost of calls via the call cost calculator tool on our website in order to be kept up to date with changes in call costs.
  4. We may bar access to some numbers to avoid unexpected high bills. If you need access to these numbers just ask.
  1. IP blacklisting
  1. We will provide a fixed IP address free of charge with all of our services.
  2. You may, from time to time find that your IP address has been blacklisted. This usually occurs due to a virus on one of your computers/devices sending out unsolicited email. Once blacklisted, you may experience strange and erratic behavior from your connection.
  3. It is your responsibility to deal with the cause of the blacklisting and action the removal of your IP address from any blacklists.
  4. Total or partial loss of the service due to blacklisting is not covered by our guarantee.
  1. Scheduled maintenance
  1. It will be necessary from time to time to temporarily suspend the customers service to perform network upgrades and maintenance.
  2. We will endeavour to give the customer as much notice about this as possible. For routine maintenance we aim to give 7 days notice. In rare cases it may not be possible to give any notice.
  3. Scheduled maintenance does not constitute a fault or loss of service and the customer cannot invoke a claim under our minimum speed guarantee for loss of service due to maintenance.
  4. For domestic services we will aim to complete maintenance during office hours and for business services we will aim to complete maintenance out of hours. However, this may not be possible on all occasions.
  1. Termination by the customer
  1. The customer may terminate their account at any time after the expiry of the minimum term by giving one months notice in writing to
  2. Notice will be deemed to have been served upon the customer receiving a ticket number in response to their email.
  3. The customer may terminate their account at any time prior to the expiry of the minimum term by serving notice as per 14.1 and paying 100% of the remaining sum due under the contract.
  1. Termination by us
  1. We may terminate this agreement at any time without notice if the customer breaches this agreement in any way.
  2. We may also terminate this agreement at any time upon giving the customer one months notice in writing.
  3. When we terminate this agreement there will be no right to any refund.
  4. Complaints procedure
  5. In the event that the customer wishes to complain they must do so in writing, by email to, within 30 days of the date of occurrence of the event about which they wish to complain.
  6. We will investigate any complaints and provide a response to the customer within 30 days of the date of receipt of the complaint.
  7. If the customer remains dissatisfied they may ask us for a deadlock letter.
  8. We will provide a deadlock letter within 6 weeks of the date of request.
  9. Upon receipt of the deadlock letter the customer may refer the matter to the ADR service.
  1. Changes to these terms
  1. We reserve the right to alter these terms and conditions from time to time and if we do we will publish a copy on our website and let you know by email.