Contract Information: Total WiFi
Description of Services
• Service: Total WiFi
• Total WiFi Service provides a mesh WiFi system consisting of your main router, supplied as part of your Broadband Service and a series of one or more (depending on individual requirements, maximum of three) additional hubs, placed around your home.
• We will provide you with the hub/s, but they belong to us and must be returned to us if the Contract is terminated for any reason
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.
Speeds of the internet service and remedies
The speed of the Service is determined by your Broadband Service package. The Total Wifi service is designed to ensure the best possible coverage around your property.
Due to the shared use of networks and factors outside our control such as access to third party content and services, your internet access availability and speed may vary from time to time. In addition, the actual speed that you experience can be affected by a number of variable factors including your router and hub positioning, wall thickness and construction, size of rooms, presence of metal piping and electrical devices, and the capabilities of the devices which are using the WiFi.
In our experience, the Total Wi-Fi Service works well for the vast majority of customers, but we do not guarantee that any Total WiFi services will extend coverage to the following areas:
- Conservatories
- Basements
- Outbuildings
- External garages
- Lofts
Price
Monthly fee inc VAT: £4.50 per hub
Delivery fee inc VAT: £10
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.
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.
Service
• If you order the Total Wifi then the hub/s are sent out to you with instructions on how to install the hub/s and best placement.
• If it is determined at the time of your installation that in accordance with our Total Wifi Promise you are entitled to one or more hubs (up to three) then these will be provided to you by the engineer or, if it is later determined that you require these hub/s, then they will be sent out to you with instructions on how to install the hub/s and best placement.
Duration, renewal and termination
• The duration of the contract is 12 months (the “Minimum Term”).
• Our Total Wi-Fi Service is available only to Residential Customers who have ordered an eligible Broadband Service (and the eligibility of your package will be made clear to you when you purchase the Broadband Service).
• 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 Contract for the Service commencing, without incurring Early Termination Charges (“Cancellation Right”). We refer to this 14-day period as the ‘Cooling Off Period’.
• During the Cooling Off Period, if you are not happy with the internet access speed in every room of your home through the Total Wi-Fi Service, then please contact our Customer Support team who will provide technical assistance. They will help you make sure that you have the correct Total Wi-Fi Service for your home size and construction, that the Wi-Fi Nodes are correctly set up and the slow speed is not caused by external factors.
• If you have made all the adjustments recommended by our Customer Support team and you are still not receiving the speed and coverage you would like, then you may cancel the Total Wi-Fi Service before the end of the Cooling Off Period.
• In this situation, the Minimum Term associated with your Broadband Service will not be affected and your Contract for the Broadband Services will continue in full force and effect (unless you are still within the Cooling Off Period for the Broadband Service, in which case you may also cancel the Broadband Service).
• 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 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/