Contract Information: Full Fibre 250

Description of Services

• Service: Fixed Internet Access – Full Fibre 250, unlimited data

• We will provide you with a router

Service standards and performance

We will provide your Service/s with the reasonable skill and care of a competent provider and shall take steps to ensure the Services are fault free and uninterrupted so far as is reasonably practicable. We will use our reasonable endeavours to operate our core network with less than 20ms latency and less than 10ms jitter. We do not apply traffic management measures.

However, it’s not always possible to provide a Service that is free from faults, and we do not represent, warrant or guarantee that the Service will be uninterrupted, secure or error-free.

In the event that there is a fault, we will endeavour to resolve the fault as quickly as we can, but in some circumstances the resolution can be delayed by circumstances beyond our control. In those situations, we will keep you updated regularly as to when the fault will be resolved.

All Equipment supplied by us is provided with a 12-month warranty, subject to the exclusions set out in our Terms & Conditions.

Speeds of the internet service and remedies

If you are regularly receiving less than the minimum service specified above, please contact Customer Support so that they can undertake investigations and help to resolve the problem.

The speed of the service under your contract is capable of meeting current content, application and service requirements, in any given instance.

Price

Monthly fee inc VAT: £39.50

Activation fee inc VAT: £49

Information on all our tariffs is available on our website. Further details about pricing for maintenance services and customer assistance is available in our Price List, which is published on our website or can be requested by telephone or email from Customer Support.

Data Transfer Limits

Your Broadband Service has unlimited data and so there is no data transfer limit

Service Delivery

Payment

• The first payment will be pro-rated from the date of connection to the end of the calendar month.

• The normal billing cycle for regular Service charges is the 1st day of the calendar month, in advance.

• Direct Debit is our preferred means of receiving regular payments. Payment will be taken on or around the 16th of the month.

• If your bank account or card details change you must notify us immediately to ensure continuity of your service and so that they are updated on the system.

Twist Port

If a twist port is available at your property (which most commonly occurs where the previous occupier had a Wessex Internet service), then we will post a router to you, and the accompanying step by step guide will provide you with the necessary information to activate and use it; if you need any assistance with this process you can contact Customer Support.

New Service

Once your order has been confirmed and accepted by us, we will contact you to arrange any works necessary to install the service. This will normally involve two appointments: garden works (to bring the fibre to the building) and engineer installation, to get you live. All Equipment supplied as part of the service provision will be provided to you at the time of the engineer’s appointment.

Duration, renewal and termination

• The duration of the contract is 12 months (the “Minimum Term”).

• You are contractually bound in relation to the Service you have ordered from us from the point at which the Contract is formed, but the Minimum Term starts on the date when the Service is activated.

• If you want to end your Contract with us during the Minimum Term you have to give us 30 days’ notice and you will be required to pay an Early Termination Charge.

• That is calculated on the basis of the amount that you would have paid, if you had kept the Services for the remainder of the Minimum Service Period less VAT, and any sums we will save because we are no longer providing you with the service.

• This can be via email, post or by telephoning Customer Support, or by sending us a completed cancellation form available on our website.

• 30 days before the expiry of your Minimum Term, we will send you an End of Contract Notification which will include the date upon which your Minimum Term expires, details of your current Contract, information about other Service packages you could buy from us at the end of the Minimum Term and how you can cease your Service if you wish to move to another provider.

• If you want to terminate your Contract at the end of the Minimum Term, you need to give us 30 days’ notice.

• At the end of your Minimum Term, if you have not notified us that you wish to terminate or enter a further Minimum Term, then your Contract will change to a rolling monthly arrangement.

• When that happens, you can terminate the Contract at any time on 30 days’ notice.

• When your Contract ends, we will advise you whether you need to return the Equipment. If we advise you that the Equipment need not be returned, then ownership of it passes to you, and you can either keep the Equipment or dispose of it in a suitable manner. Where we wish to recover the Equipment this may either be in person (you must allow us suitable access to your Property to recover this Equipment in a timely fashion) or via post (we will send you a postage paid bag to return the Equipment in).

Security

If we become aware of a security incident, threat or vulnerability we investigate thoroughly and take any necessary remedial action; once the incident, threat or vulnerability has been contained we will conduct a review to document what was discovered, inform relevant parties and disseminate any updates and mitigations/resolutions.

Remedies, complaints handling and dispute resolution

We will always endeavour to provide you with the best service. However, in the event that you want to submit a complaint to us, we have a Complaints Policy which sets out the steps that you will need to take. Details of this are set out at https://www.wessexinternet.com/terms-and-conditions/complaints/ (you can also telephone or email us to request a copy of it).

• You can submit a complaint via phone, email and post; details of how to do this are contained in the Complaints Policy, together with information about response times and the escalation procedure if you are not satisfied with our initial response.

• If you remain unsatisfied with our response after we have completed our internal procedure then we will move to the Alternative Dispute Resolution process. Our provider for this is the Ombudsman Service – details of the service they provide can be found on their website at https://www.ombudsman-services.org.

• We will need to send you an ADR letter, which you will need to share with them. The circumstances in which this will happen are set out in our Complaints Policy.

Right to cancel

In accordance with our Terms & Conditions, you have the right to cancel your Service within fourteen (14) calendar days of the Service activation date, without incurring Early Termination Charges (“Cancellation Right”). We refer to this 14-day period as the ‘Cooling Off Period’.

• If you wish to cancel your Service during the Cooling Off Period, you must give us notice. This can be via email, post or by telephoning Customer Support, or by sending us a completed cancellation form available on our website. The notice must be received by us within the Cooling Off Period to be considered valid.

• You must still pay us for your use of the Service up to the point of cancellation/termination during this first 14 days, including any installation charges or service charges.

• If you cancel during this period then the installation charges may still be covered by validating your Gigabit Voucher, if applicable, but you remain responsible for the installation charges if your Gigabit Voucher is not validated for any reason.

• The “Duration, renewal and termination” section above sets out what will happen in relation to the Equipment we supplied to you.

• The Cancellation Right is not available where the installation of fibre will incur non-standard installation charges that are greater than £200+VAT, which will be made clear to you as part of a bespoke quotation to install fibre to your Property ('Custom Build Quote’).

Data Protection

• In order to manage your account, and provide your Service to you, we will need to collect and hold personal information about you.

• Please refer to our Privacy Policy https://www.wessexinternet.com/privacy-policy/ which sets out how we will use your personal information, what we will do with that information and how we will store it.

• As set out in our Privacy Policy, we record all calls to and from Customer Support for the purposes of training, monitoring and record keeping.

Features for end users with disabilities

For features which are available for end users with disabilities, which include alternative document formats, priority fault repair, text relay, third party bill management and "uninterruptible power supply", please refer to our Vulnerable Persons Policy https://www.wessexinternet.com/terms-and-conditions/vulnerable-customer-policy/