Contract Summary: Full Fibre 900

Contract Summary

• This contract summary provides the main elements of this service offer as required by UK law

• It helps to make a comparison between service offers

• Complete information about the service is provided in other documents

Services & Equipment

• Service: Fixed Internet Access - Full Fibre 900

• We will provide you with the router

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

Speeds of the internet service and remedies

Please note this is at the point of connection and speeds may vary when using wifi within your home. 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. If you experience a fault with our fibre network which results in the Service being unavailable, and we do not fix it within 24 hours of you reporting it to us and us confirming it is a genuine fault with our network then you will be eligible for compensation. For each full day by which we do not achieve the 24-hour fix, we will pay compensation (in the form of credit) at the rate of 2 x the daily cost of your Service calculated by taking your monthly Service cost, multiplying it by 12 and dividing by 365. Router or other issues with hardware you use, problems with your LAN, WiFi signal or internal wiring are all excluded from the 24-hour fix commitment. There are certain exclusions from what amounts to a qualifying fault — full details of which are set out in the relevant Annex in the Contract. If you can’t get at least 15 Mb/s in every room of your house then our “WiFi promise” means you'll get a free subscription to our Total WiFi service and up to two extra hubs. Please contact Customer Support to activate this.

Price

• 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, and direct debits are taken around the 16th of the month.

Duration, renewal and termination

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

• You have the right to cancel your Service within 14 calendar days of the activation of the Service, without incurring Early Termination Charges. We refer to this 14-day period as the ‘Cooling Off Period’.

• 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 Early Termination Charges (all applicable payable Charges for the relevant Service from the point at which the cancellation or termination occurs to the end of the relevant Minimum Term).

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

Features for end users with disabilities

For features which are available for end users with disabilities, please refer to our Vulnerable Persons Policy.