Contract Information: Talk Landline Plus

Description of Services

• Service: VoIP telephone service – Talk Landline Plus (all UK landline calls are included)

• We will provide you with an analogue telephone adapter (ATA)

• Please note that access to Emergency Organisations using VoIP Outbound Call Services may cease if there is a power cut or power failure, or a failure of the internet connection on which the service relies. We therefore recommend that you have a mobile telephone, or other alternative option to make/receive emergency calls, for use in the event of an emergency during a power cut. Please note that we do, however, provide Vulnerable Customers with an uninterruptible power supply to mitigate this – please see Features for end users with disabilities or contact Customer Support for more information

• The Telephone Service is not suitable for operating with many monitored alarm and medical systems. You will need confirmation from your provider that the monitored system can be operated using a Telephone Service provided via your broadband service (i.e., a SIP-based service)

• Please also be aware that use of the Telephone Service relies on you having data available on your Broadband Service; if your Service is data limited, and you reach your monthly data limit and you have instructed us not to add Additional Data, then your Telephone Service will not work (for further information on this please refer to the Contract Information relating to your Broadband Service)

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. 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.

Price

Monthly fee inc VAT: £9.95

Activation fee inc VAT: £5

This includes all UK landline calls. Calls to UK mobiles are 5p per minute. International calls are from 10p per minute.

• Calls to some or all premium rate numbers – including to numbers starting with 084, 087, 09 and 118 –are not included in any Telephone bundle you order from us and so will be charged separately; if you need more information on outbound call charges, please refer to the Price List and/or contact Customer Support.

• If you exceed your Telephone Bundle by £80 in a billing month (“Call Limit”), we will suspend your Telephone Service as a safety measure (although you’ll still be able to contact emergency services).

• If you would like to increase the threshold of the Call Limit, you can contact Customer Support either via phone or email.

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.

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.

• Any charges for out of bundle calls are collected in arrears the following month.

• 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.

Service Provision

• Once your Broadband Service is activated, then your Telephone Service order will be confirmed; we will arrange for porting of your telephone number, if requested, which takes up to 10 working days. In the meantime we will have sent you your ATA and instructions on how to use it.

• If you request to port your telephone number from your existing provider to us as part of taking our Telephone Service, we will use our reasonable endeavours to action your port request.

• You will need to complete an electronic order form in order to request a number port and you may be required to provide other information and sign a letter of authority.

• Please note that not all numbers can be ported to us (we will inform you if we are unable to port your number to us).

• Where we accept and process your port request, your service will remain on your previous provider’s network until the port is completed, after which time you will be able to make and receive calls using our Service. We will email you once the port has completed.

• Compensation may be available if your number port into WI is delayed – please refer to our Terms & Conditions for further details or contact Customer Support.

• If you require a new number to use with your Telephone Service (instead of porting your existing number), you may select a number from a range provided by us.

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 the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, 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.

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

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 what information we collect, what we will do with that information and how we will store it.

• We do not include your personal data in any public directory.

• Please note that 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/