Service Terms for Residential Customers
Updated: 24th October 2024
We are Fibre Assets Ltd trading as Connect Fibre, a company incorporated in England with Company registration number 11156085. Our registered office is at Second Floor, Sundial House,
114 Kensington High Street, London, W8 4NP
You are our Customer, your name and contact details are on the Order Confirmation. The address for delivery of the Service is the address stated on the Order Confirmation. You are not a business and are not intending to use our Service wholly or mainly for business purposes. You will be responsible for paying the charges for our Service.
These are the terms and conditions on which we supply our broadband Service to you: please read them carefully.
These terms tell you who we are, how we will provide our Service to you, how you and we may change or end the contract, what to do if there is a problem and other important information. Use of our broadband Service is subject to our Acceptable Use Policy and our Privacy Policy which you can read on the Connect Fibre Website.
If the fibre broadband network has not yet been installed at your property, we will make the necessary arrangements and we will contact you with further information.
How to contact us
You can contact us by telephoning our customer care team at 01223 080790 or by emailing us at support@connectfibre.co.uk or by writing to us at 13 Southwick Mews, London W2 1JG or by using the form on the ‘Contact us’ page of our website.
How we may contact you
If we need to contact you regarding your Service, we will do so by phone or by writing to you at the email address or postal address you provided to us. We may send customer service announcements to you by email or SMS text message. Please ensure that you tell us immediately if any of your contact details change.
“Activation Date”
Is the date on which the Service goes live as specified in the Order Confirmation.
“Connect Fibre Network Equipment”
This is the equipment we install from the Connection Point outside your property to the internal network termination point which enables connection to our network and remains our property at all times. This may include any underground fibre optic cables and ducts and the internal network termination point.
“Router Equipment”
The equipment we supply to you is an essential part of providing the Services (including upgrades or replacements) and will be our property at all times. This may include the broadband router, additional access nodes, power adaptor and Ethernet cables.
“Broadband”
This means the Connect Fibre broadband service ordered by you and provided by us as shown in your Order Confirmation.
"Service"
This means any service ordered by you and provided by us as shown in your Order Confirmation, including phone, TV, and Mobile.
"Writing" includes emails
When we use the words "writing" or "written" in these terms, this includes emails.
“Working days”
Where we use the phrase ‘working days’ this excludes Saturdays, Sundays and public holidays.
1. Our Contract
1.1 How to place an order for our Service. Residential customers order our Services either with one of our Connect Fibre representatives in person or by phone, or through our website. We can only accept Broadband orders for areas where our Broadband is available or is about to be available e.g. because the network build has started.
1.2 How we will accept your order. Our acceptance of your order will take place when we email your Order Confirmation, at which point a contract will come into existence between you and us.
1.3 What you have ordered. Your Order Confirmation contains all the details of the Services you have ordered which we agree to supply to you, according to these terms and conditions.
1.4 Your contract with us is subject to a Minimum Term. The length of the Minimum Term is shown on your Order Confirmation, starting from your Activation Date. You must keep and pay for the Services for the whole of the agreed Minimum Term, unless you or we are allowed to end this contract earlier.
1.5 Your right to cancel. You have the right to cancel your order by contacting Customer services within 14 days from the day after the day on which your installation is completed. You must put your request in writing.
You may use the instructions which we emailed to you with your Order Confirmation to do this. Please note that if you request activation of your Services within the cancellation period and we have started to provide your Services, you will have to pay us the cost of the Services you've received up to the point when you notify us of cancellation, including the Activation Fee (if applicable). If you cancel your order within the cooling off period and we’ve provided you with Router Equipment, the contract won’t end until you’ve returned the Router Equipment. The following will also apply:
(a) You must return the Router Equipment within 14 days of cancelling your order using the pre-paid packaging we have provided.
(b) If you don’t return the Router Equipment within 14 days, we will charge you for any non-returned Router Equipment. For more information, please see our price guide for details on these charges.
(c) You must keep the Router Equipment that we have provided to you safe until it is returned. You may have to pay for any loss in value as a result of unnecessary handling by you.
1.6 Your account details. We will assign account details to your order and tell you what they are when we accept your order. It will help us if you can tell us your account details whenever you contact us.
1.7 We only operate in the UK. Our website and marketing material is solely for the promotion of our Service in the UK.
1.8 We may perform a credit check. You agree to us, or third parties acting on our behalf, carrying out credit checks on you using the information that you provide during the ordering process. Any use of your personal information will be in accordance with our Privacy Policy.
1.9 Supporting vulnerable customers. We are committed to understanding the needs and preferences of customers in vulnerable circumstances and those with accessibility requirements and to treating all our customers fairly and with respect, including those who are in vulnerable situations. We know that there are lots of different factors and life events which may cause vulnerability, whether it be long-term or on a temporary basis. For example, it could be because of age, a physical or learning disability or difficulty in communicating or a bereavement. We will do our best to offer you the right level of help and the most appropriate products and services to suit your needs. Our customer support team will always try to identify specific needs to provide specialised assistance where it's needed. If you are in a vulnerable situation and need extra help, you can let us know by sending us an email to support@connectfibre.co.uk or call us on 01223 080 790 following which we will register it on your account so we can consider your extra needs. Any information you provide to us will be treated in confidence and in accordance with data protection law.
1.10 If an order is placed at a discounted price below the full advertised price, the service must be installed within 6 (six) calendar months of the order date to remain eligible for this price. Failure to complete installation within this timeframe will result in the order being cancelled.
2. Installation
2.1 We will contact you to arrange the Broadband network installation. When the Connection Point outside your property is live, we will contact you to arrange for one of the approved network installers to visit to install & configure the Connect Fibre Network Equipment and Router Equipment you need to use our Service. All installation technicians work to agreed standards for the Connect Fibre Network using approved equipment. We will install and connect Broadband to your home and to one electronic device.
2.2 Changing your installation date. If you need to change or cancel an appointment, you must tell us at least two working days beforehand.
2.3 The installation team will have your contact details. This is so that they can contact you to let you know when they will arrive, or deal with any unexpected problems or delays. You can contact our support team at any time if you have a query about your installation.
2.4 Access to your property. If you do not allow the installation team to access your property as arranged the installation may be cancelled.
2.4.1 Wayleaves. You understand that you are providing us with your consent (and that you will obtain such consent from another person such as your landlord if it is required), if we have to cross your or their land or put our Equipment on your or their premises (including providing us with a wayleave agreement (an agreement which gives us a right to install our equipment over your or a third party's land) in a form we say is suitable for us). We are unable to install or provide our Services until we have all the consents and permissions we need. If you can't provide us with these then we can choose to end your Contract with us.
2.5 Consent to install equipment at your home. You allow Connect Fibre to install, keep, and use the Equipment at your Home. We sometimes need to advise you of any additional Equipment you need. If applicable, it is your responsibility to purchase additional Router Equipment as notified to you. Where we have recommended that you purchase additional Router Equipment for use with the Broadband and you have chosen not to take our recommendation, we cannot guarantee compatibility of what you instead choose, nor can we provide installation or on-going support in respect of it.
2.6 Non-standard installations These are bespoke projects which have specific requirements because of the length of the access route or surfaces which require special techniques to dig and reinstate (see our Installation Guide for more details). Non-standard installations are outside the scope of our free installation service and will require a separate on-site visit by an installation technician who will prepare a written estimate of the installation cost. We will discuss the installation cost with you before the installation can commence. If you agree to go ahead with the installation, the installation charges will be confirmed to you in writing and once the network is installed then our Services can be delivered to you according to your order. The agreed installation charge will be taken as part of your first monthly payment.
2.7 The technician will carry out a risk assessment before commencing work. More information is available in our Installation Guide about the safety requirements for installations. We will follow all current COVID-19 guidance when entering your Home and will ensure that our engineers take special measures to ensure your safety and their own. If the technician decides that it is not possible to carry out the installation safely, or if there is no one aged 18 or over present at the property, then you will be informed and given the opportunity to make alternative arrangements.
Changes to your requirements. Please note that if you change your requirements, this may affect your eligibility for a standard installation. If there has been an error in assessing the criteria for your installation, which means you do not qualify for standard installation, then the technician will inform us and we will discuss and agree with you how to proceed and the charges which may apply.
2.8 If the installation cannot be carried out as arranged. The technician will do everything possible to achieve your installation at the arranged time, but if it is not possible to continue with the installation because of safety issues, the complexity or the materials required, then the technician will inform us and will ask you to confirm your acceptance that a further appointment will be required. We may charge you reasonable costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract.
2.9 Our rights under the Communications Act 2003. By ordering and requesting installation of our Broadband, you agree that the Connect Fibre Network Equipment placed on your property with your permission will remain, including the internal network termination point installed in your property, irrespective of whether you or anyone who purchases your property takes Broadband from us. You should ensure that any future purchaser of your property is made aware that the property is connected to our network and the location of Connect Fibre Network Equipment.
2.10 Maximum liability for loss or damage to property. Subject to clauses 2.1 – 2.8, our maximum liability for loss of or damage to your physical property arising from our negligence or breach of this Contract shall not exceed £50,000.
2.11 Maximum liability for other losses. Subject to clauses 2.1 - 2.9, our maximum liability for all claims arising under this Contract (whether such liability arises due to negligence, breach of contract, or for any other reason) is limited to 125% of the amount you have paid in charges in the 12 months preceding your claim excluding VAT.
2.12 Mitigation of any loss or damage. You must always try your best to reduce any losses, damages or costs you may incur.
3. Activation
3.1 Activation Date. Once your order is confirmed and the Broadband is installed (if applicable) we will activate your Broadband. As soon as we have activated your Broadband, (your ‘Activation Date’) you may be charged a one-off Activation Fee, and our monthly charges will start to apply, as shown on the Order Confirmation. This is also when the Minimum Term starts (see clause 4.2 below).
3.2 Your property previously had our service. If our fibre broadband network is already installed at your property prior to you placing an order for Service, we will provide you with the necessary Router Equipment to use the Broadband together with set-up instructions and details of how we will activate your Service. As soon as we have activated your Service, (your ‘Activation Date’) you may be charged a one-off Activation Fee, and our monthly charges will start to apply, as shown on the Order Confirmation. This is also when the Minimum Term starts (see clause 4.2 below).
4. Our charges and your payments
4.1 How we calculate our monthly charges. The amount you pay for our Broadband Service depends on the level of Service you have ordered and is shown as a monthly amount, including VAT on your Order Confirmation, payable in advance. We will collect any out of package charges e.g. phone call charges, monthly in arrears (after you have incurred them). Payments must be made by direct debit. Any other payment methods must be approved by us. Your first payment will include the Activation Fee (if any) and, where applicable, charges for non-standard installations.
4.2 Minimum Term. You agree that you will be tied in to accept and pay for our Services for a Minimum Term which is measured from the Activation Date (for new orders) or from the date of the Order Confirmation (for changes and upgrades). The Minimum Term which applies to your order is shown on your Order Confirmation. If you end the contract during the Minimum Term, you may have to pay an Early Termination Charge. To understand how to end this contract and the rights and responsibilities you have, please read clause 9.
4.3 After the Minimum Term ends. The amount you pay for your Services will not change during the Minimum Term. Your Service will continue after the Minimum Term, unless you choose to end the contract, but price changes may apply – see paragraph 4.4 below.
4.4 Price changes. We may review our charges at any time but any price changes will not apply to contracts which are still within the Minimum Term. If our prices are to change, we will give you at least one month’s notice and you will be entitled to contact us to terminate our contract in the event that you do not agree to accept our price changes (see clause 9 below).
4.4 Changes and Upgrades. If you decide to change or upgrade your Services, we will tell you what your new monthly charges will be and ask you to confirm that you accept those (see clause 8.1 Your right to make changes). Any Minimum Term which applies to your new Services will commence when we confirm your new order.
4.6 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the Activation Date, or during the time we are supplying Services to you, we will adjust the rate of VAT that you pay and show this on your bill.
4.7 3rd party charges. We are not responsible or liable for any 3rd party charges from other organisations (such as telephone or content providers) which you may incur while using the Services.
4.8 If you do not pay. If you do not pay us for our Services when you are supposed to and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the Services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the Services and, we'll tell you what you need to do to restore it. We will not suspend the Services where you dispute the unpaid invoice (see clause 4.10). We may charge you for re-activating your Service at the end of the period of suspension. We may also charge you for a service while it’s suspended, up until it ends.
4.9 We can charge interest if you pay late. If you do not make any payment to us by the due date, we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of Barclays Bank from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgement. You must pay us interest together with any overdue amount. You will also be responsible for paying all reasonable costs of debt recovery proceedings we incur to recover any debt you owe under this contract, including fees charged by any debt collection agency we use.
4.10 What to do if you think we have made a mistake in our charges. If you think an invoice is wrong please contact us promptly to let us know and we will not charge you interest until we have resolved the issue. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
4.11 How we will supply your bill. You will be able to access bills via www.connectfibre.co.uk/help. If you want paper or braille bills, just ask us and we will send them to you. We may charge you for paper bills, but we'll tell you about the charge beforehand.
5. Using our Services
5.1 Acceptable use. You agree to abide by our Acceptable Use Policy. You may only use our Services for lawful purposes. You agree that we may intermittently monitor your use of our Services including data volume and type of traffic (whether authorised by statute or other legislation or otherwise) to ensure lawful use and to assist our traffic management. If you use our Services improperly, negligently or in a way which interferes with other customer’s use of the Services, we may exercise our right to suspend your use of our Services (see clause 6 below) or end our contract (see clause 9 below). We may immediately remove any material placed on our servers by you or other users which breaches this contract or is otherwise harmful to our interests or the interests of our other customers.
5.2 Liability for breach of Acceptable Use policy. You agree that you are responsible for all use of our Services, whether you gave your permission or not. For example, if someone has access to your home and uses the Services, we would consider them to be within your control and you could be liable for unlawful use such as illegally downloading or transmitting copyright material. You should only allow access to your Wi-Fi and home network to people you trust and you must accept responsibility for their use of our Services.
5.3 Care of our equipment. You will not do anything, or allow anything to be done, at your Home that may damage or interfere with any Equipment or prevent the use of or easy access to it. If any such Equipment is damaged other than through fair wear and tear, we can charge you for it to be repaired or replaced.
5.4 Your equipment. We will ensure that the Services is operating as expected to any Equipment that we supply. We are not responsible if you are not able to use the Services for reasons due to your equipment (for example, any PC, TV, mobile device, network interface card, printer, switch, local area network or other equipment) not working properly with our Services. We may also attempt to help troubleshoot any issues with your own equipment using our Services. However, we will not be responsible for any loss or damage to your own equipment caused using our Service.
5.5 Faults. The Router Equipment we supply to you to connect to our Broadband remains our property. You are responsible for maintaining all the Router Equipment we supply to you in good order. Please note that you must not sell or transfer the Router Equipment to anyone else or use it outside the UK. You must quickly provide us with any information we ask for about the location of the Equipment. We may update, upgrade or replace the Equipment from time to time. You should also ensure that you are aware of the installation route of the Connect Fibre Network Equipment across your property and draw this to the attention of any third party doing work on your property. If you report a fault which we trace within your property boundary, we will make an appointment to carry out repairs or replace faulty Router Equipment or Connect Fibre Network Equipment but if, in the opinion of the engineer, the fault was caused by damage to the Router Equipment or the Connect Fibre Network Equipment, then a charge may be made. If you haven’t returned any Router Equipment within 30 days of us giving you a replacement, we may suspend the supply of your Service until the Router Equipment is returned or recover our costs of any non-returned Router Equipment.
5.6 If there is a fault on the wider network. When we become aware of a network fault outside your property boundaries we will do our best to ensure it is diagnosed and repaired within 3 working days.
5.7 We cannot guarantee fault-free performance. Due to the shared use of networks and factors outside our control such as access to 3rd party content and services, your internet access availability and speed may vary from time to time. In addition, the speed and limitations of Wi-Fi (your router position, wall thickness, device capability etc) may affect the actual speed that you experience.
5.8 What broadband speed you will receive. Our estimated broadband speeds are set out in the following table.
|
|
Download speeds |
Upload Speeds |
|||
|
Product |
Advertised Network Speed Mbps |
Average Speed range Mbps |
Minimum Guaranteed Download Speed Mbps |
Advertised Speed Mbps |
Average Speed Range Mbps |
|
Connect 50 |
50 |
50 |
50 |
50 |
50 |
|
Connect 150 / Essentials |
150 |
150 |
150 |
150 |
150 |
|
Connect 500 |
500 |
500 |
500 |
500 |
500 |
|
Connect 1000 |
1000 |
920 |
900 |
1000 |
920 |
Minimum download speed guarantee. We provide a minimum download speed guarantee to the Router Equipment. Our current minimum download speeds are listed in the table above. Please note they only apply in relation to speeds via an Ethernet cable. You'll need to keep your Router Equipment plugged in and switched on for us to get speed information from it. The minimum download speed guarantee does not apply to outages.
Average speeds. The average download and upload speeds for our broadband packages are the maximum theoretical speed for each package. As these are average speeds, they are not guaranteed. The actual speed and performance of your Service will depend on various things, some of which are outside Connect Fibre's control. Using Wi-Fi enabled devices means that you can also connect your devices to our Services wirelessly. This makes it easier to access our Services across your devices but will mean a slower Service speed than with an Ethernet cable, due to the limitations of Wi-Fi technology.
5.9 Connect Mesh guarantee. We will provide you with up to two Wi-Fi nodes to improve coverage and speed everywhere in your Home to deliver a minimum Wi-Fi download speed guarantee of 50Mbps to the centre of each room of your Home (not including outbuildings), covering an area of up to 3000 square feet. If our support team are not able to help you achieve these speeds, verified by a Wi-Fi 6 device accessing our speed test server under normal conditions, then we will refund your most recent Connect Mesh payment in full once you have returned the extra Wi-Fi nodes. We may also send a member of the tech team to check your home is set-up correctly to get the best Wi-Fi signal possible.
5.10 Responsibility for parental controls. You are responsible for setting parental controls or any other controls available for the Service and keeping them up to date. When parental controls are on:
(a) We limit access to websites we (or our supplier) believe should be blocked because they may be unsafe or unsuitable for you to view or access based on the choices you've made; and
(b) websites are sorted for blocking by our supplier. We aren't responsible for categorising websites or for you always being able to go to websites which aren't barred.
5.11 Residential use only. The Services and the Equipment we provide to you under this Contract must not be used for business purposes except for home working.
5.12 How to tell us about problems. If you have any questions or complaints about our broadband Service, please contact us.
5.13 IP addresses. Unless you arrange with us to have a static IP address (additional charges may apply), the internet address allocated to you may be varied at any time. It will at all times belong to us. You may not sell or agree to transfer the internet address to any person. We grant to you a non-transferable licence to use the Internet address while you receive internet access from us which will end if this contract ends. If you want a static IP address, and there is one available, we may be able to offer you one, though you'll have to pay an additional charge.
6. Suspending the Services
6.1 Your rights if we suspend the Services because of our actions We may have to suspend the supply of your Services
(a) to deal with technical problems or make minor technical changes;
(b) to update the Services to reflect changes in relevant laws and regulatory requirements;
(c) to make changes to the Services as requested by you or notified by us to you (see clause 8)
6.2 How we will minimise disruption. We will do our best to ensure that necessary maintenance and support work is carried out overnight and we will do our best to give you reasonable warning by email prior to such work being carried out, although this may not always be possible if the problem is urgent or an emergency. If the suspension lasts for more than 3 working days, we will adjust the price so that you do not pay for Broadband for any period of suspension beyond 3 working days. Any adjustment will appear as a credit on your next bill.
6.3 Your rights if we suspend the Services because of your actions We may have to suspend the supply of your Service
(a) if you do not pay (see clause 4.8);
(b) if you misuse our network or do not comply with our Acceptable Use Policy (see clause 5);
(c) if you break our contract, or any laws which apply to the use of our network.
6.4 If we suspend the Services because of your actions or failure to pay. We may charge you for re-activating your Services at the end of the period of suspension.
7. Our Responsibility
7.1 We are responsible for timely reinstatement of your service in the event of an outage. We are not responsible for any loss or damage to your own equipment caused by the use of our Services to access the internet.
7.2 You are responsible for your equipment. We are not responsible if you are not able to use the Services because your equipment (for example, any PC, mobile device, network interface card, printer, switch, local area network or other equipment) does not work properly, is not compatible with the system, does not conform to the relevant standard or does not meet the minimum specifications or because of faults in any 3rd party networks over which we have no responsibility.
7.3 We are not responsible for information passing over our network. We have no control over the data which passes to you or from you over the internet, and we are not responsible for any loss or damage to that data.
7.4 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the Services including the right to receive Services which are: as described and match information we provided to you; of satisfactory quality; fit for any particular purpose made known to us; and supplied with reasonable skill and care.
7.5 We are not liable for business losses. The Services provided to you under this contract are only for domestic and private use. We will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
8. Changes to our contract
8.1 Your right to make changes. If you wish to make a change to the Services which you have ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Service, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 9).
8.2 Minor changes to the Services. We may change the Service:
(a) to reflect changes in relevant laws and regulatory requirements and
(b) to implement minor technical adjustments and improvements, for example to address a security threat.
In the unlikely event that these changes have an impact on your use of our Service you should contact us for an explanation of the reason for the change and to discuss the impact.
8.3 More significant changes to the Services and these terms. In addition, we may make changes to our prices (see clause 4.4) or other aspects of our contract but if we do so we will give you a minimum of one month's notice of any significant change, and you may then request to end the contract before the changes take effect if you believe the change will have a material detriment.
9. Your rights to end the contract
9.1 You can always end your contract with us. Your rights when you end the contract will depend on how we are performing and when you decide to end the contract – the consequences in each situation are explained below in clauses 9.2 – 9.4. For your rights to end the contract during the initial cancellation period see clause 1.5 above. Clause 10 explains what you need to do to end the contract.
9.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (d) below the contract will end and we will refund you in full for any Services which have been paid for but have not been provided (if applicable). The reasons are:
(a) we have told you about an upcoming significant change to the Service or these terms which you do not agree to (including a change to our prices -see clause 4.4) and you have given us notice to end the contract;
(b) we have made an error in the price or description of the broadband Service you have ordered and you do not wish to proceed;
(c) we have suspended supply of the Services for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 28 days; or
(d) you have a legal right to end the contract because we have broken the contract.
9.3 Ending the contract during the Minimum Term. If you end your contract during the Minimum Term (other than where you have a right to end it – see clause 9.2 above) then we may charge you an Early Termination Charge up to the amount of the remaining charges for the Minimum Term and the cost of any non-returned Router Equipment. If you give us 1 months’ notice to end the contract at the end of the Minimum Term and return our Router Equipment provided to you to use the Service, then no Early Termination Charge and non-return of Router Equipment charges will apply.
9.4 Payment of Early Termination Charge. We may charge this amount directly to your next bill. By entering into this contract, you are authorising us to do this. We will give you reasonable notice in writing before making these charges. Further information about Early Termination Charges can be found in our Price Book.
9.5 Ending the contract after the Minimum Term. After the minimum term, your contract will convert to a rolling monthly contract where you will pay the out of contract monthly pricing for any products used. If we are not at fault and none of the reasons listed in clauses 9.2 apply, you must give us 1 months’ notice. The contract will not end until 1 calendar month after the day on which you contact us. For example, if you tell us you want to end the contract on 4 February we will continue to supply the Service until 3 March. We will only charge you for supplying the Services up to 3 March and will refund any sums you have paid in advance for the supply of the Services after 3 March. All Router Equipment provided for the Service is to be returned as described in clause 12.
10. How to end the contract with us
10.1 Tell us you want to end the contract. To end the contract with us, please contact us in writing or if you are ending the contract because you have changed your mind within the initial cancellation period, you can use the information we sent you with your order confirmation.
10.2 How we make any refunds which are due to you. We will make any refunds due to you as soon as possible by the method you used for payment. If you are exercising your right to cancel then any refund due (less any deductions due to us) will be made within 14 days of your telling us you have changed your mind.
11. Our rights to end the contract
11.1 We may end the contract if you break it. We may end our contract at any time by writing to you if:
(a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due; (see clause 4.8)
(b) you use our network in breach of our Acceptable Use Policy or do any of the things described in clauses 5.1.
(c) you or anyone you authorise to deal with us on your behalf act in a way towards our staff or agents which we consider to be inappropriate or serious enough to justify ending this contract.
11.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 11.1 we will refund any money you have paid in advance for any Services which we have not provided but we may deduct or charge reasonable compensation for the net costs which we may incur as a result of your breaking the contract. If we have to end the contract during the Minimum Term because you have broken it, we are entitled to charge you for the remainder of that term and for the costs of any non-returned Router Equipment.
12. Return of Router Equipment
12.1 How to return our equipment. When this contract ends for any reason, or you cancel your order within the initial cancellation period, you must return to us in the manner we request any relevant Router Equipment we supplied to you to connect to the Services within 14 days of the end of your contract or cancellation under clause 1.5:
Returns
Second Floor, Sundial House
114 Kensington High Street
London
W8 4NP
12.2 You are responsible for the costs of returning any Router Equipment we have provided and for ensuring that the Router Equipment reach us in good working order and is not damaged. If you don’t return the Router Equipment within 14 days, we will charge you the full replacement value and/or a non-returned Router Equipment cost using your usual method of payment. For more information, please see our Price Book for details on these charges
12.3 We will test any returned Router Equipment and if any are damaged other than through fair wear and tear, we will charge you the full replacement value and may recover those charges using your usual method of payment. For more information, please see our price guide for details on these charges
12.4 Please note that any Connect Fibre Network Equipment installed will remain on the property and is not to be returned as described in clause 2.7.
13. Moving home outside of or within the Connect Fibre area
13.1 Moving outside of the Connect Fibre area. If you are moving to an address that is not within a Connect Fibre Network service area during the Minimum Term then you will not have to pay any Broadband Early Termination Charge, subject to you providing proof of your home move and completion of Moving Home Form. For more information and to download the form, please see our Moving Home Policy. Please note you will be required to return any Router Equipment we have provided for you to connect to the Services as described in clause 12.
13.2 Moving within the Connect Fibre area. If you move to an address within the Connect Fibre Network area during the Minimum Term and we are able to provide the Services to you at your new address, then you will not pay any Broadband Early Termination Charges providing you agree to a new Minimum Term for your Services at your new address and the new order for Service is not cancelled within the initial cancellation period. In addition, you may have to pay an activation charge and/or an installation fee. If you decide that you do not wish to continue with the Services at your new address and you are within your Minimum Term then Early Termination Charges may apply up to the amount of the remaining charges for the Minimum Term. You must also return any Router Equipment we have provided for you to connect to the Services as described in clause 12.
13.3 Leaving during the Minimum Term. Because you have broken it, we are entitled to charge you for the remainder of that term and for the costs of any non-returned Router Equipment.
14. Privacy & Data Protection
14.1 How we will use your personal information. We will use the personal information you provide to us in accordance with our Privacy Policy which is available for you to read on our website:
14.2 Please note that we may monitor and record phone conversations which you have with us so that we can shape our training and compliance.
15. Other important terms
15.1 We may transfer this contract to someone else. We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if this happens and we will look to ensure that the transfer will not affect your rights under the contract.
15.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. If you are moving house, please contact us.
15.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
15.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
15.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Services, we can still require you to make the payment at a later date.
15.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English/Welsh courts.
15.7 Complaints and alternative dispute resolution. If you are unhappy with our Service, we will do our best to put things right – please see our Customer Complaints Code for more information about how we handle complaints and the Ombudsman service available. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.
15.1 How we make any refunds which are due to you. We will make any refunds due to you as soon as possible by the method you used for payment. If you are exercising your right to cancel then any refund due (less any deductions due to us) will be made within 14 days of your telling us you have changed your mind.
16 Special terms regarding Telephone, TV, and Mobile Services
Connect Phone
16.1 We may not offer all features of a traditional phone line. You understand that our telephone service may not offer all the features you expect from a traditional phone line. Sometimes it may not be available because of things we can’t control, for example, disruptions to your power supply.
16.2 Emergency Services. Any telephone service provided will permit calls to the emergency services telephone numbers 999 and or 112. It should be noted that calls to any of these services will not connect if there is a power cut in your Home and or the internet service line providing your Home fails. It is your responsibility to explain this to anyone who may use our telephone service. You understand and accept that you should always have another way to call 999 or 112 emergency services, this may be by using the existing copper wire phone line to your Home, via a mobile phone and/or any other alternative.
16.3 Registration of your home address. If you use our telephone service, we’ll register your home address. We do this for billing purposes and so that emergency services know your phone number and location when you dial 999/112. If we suspend our Telephone Service under this Agreement, you’ll still be able to dial 999/112 using our Telephone Service, as long as there’s no power failure or failure in the Network.
16.4 Number Porting. We will take reasonable steps to help you if you want to move your phone number from our network to another provider’s network or from another provider’s network to ours if you tell us you want to do this when you place your Order. Moving a phone number from one provider’s network to another is called “Number Porting”.
16.5 Cost of Number Porting. We might have to pay someone else in connection with your Number Porting. The first porting attempt will be free of charge, but you might have to compensate us for any additional attempts. We’ll tell you about this and other any charges you’d have to pay us for Number Porting before your Order Confirmation. You can then decide if you still want to do it. You’ll also need to tell your existing provider that you want to move your phone number and find out what they need you to do in connection with this. Sometimes Number Porting isn’t possible. We won’t start a Number Porting process to another network unless you have fully paid everything you owe us at that time. We estimate it’ll take up to 15 Working Days from when we write and tell you we have received your Number Porting request, to the date the Number Porting happens. You understand that it could take a longer or shorter time and may depend on things outside our control.
16.6 Porting Date. If you are moving your phone number to our Network, we’ll send an email to your Registered Email Address telling you this date (the “Porting Date”). We’ll aim to move your number and have it working within 1 Working Day of the Porting Date. If you want to start using our telephone service before we’ve moved your old phone number to our Network, we’ll give you a temporary phone number. You can use this temporary number with our Telephone Service until the Number Porting of your old number has happened.
16.7 Porting Delays. If you ask for Number Porting, the new and old network providers need to work together to get the new network ready for your phone connection. We call things they need to do the “Activation Steps”. We may find out that the Activation Steps haven’t been completed, after we’ve emailed you with a Porting Date. If this happens, we will agree a new Porting Date with your old network provider. We’ll send you another email to your registered email address with this new Porting Date, which will replace the previous Porting Date. If we need to change your Porting Date in this way, you can’t treat it as a delay or as us mishandling the Number Porting and we won’t have to compensate you for changing the date.
16.8 Our mishandling of your Number Porting. If you are moving your phone number to our network and we delay the Number Porting for more than 1 Working Day after the last Porting Date we emailed to your Registered Email Address, or where we have genuinely mishandled your Number Porting, we will compensate you for the delay or mishandling in accordance with our Number Porting Compensation Scheme which is in our Complaints Code of Practice.
16.9 Call Limits. Our Policy applies to all calls you make using our telephone service. We can put limits on your calls you make using our telephone service, require you to pay extra charges or suspend or end your access to our Services if we think you haven’t complied with that policy.
16.10 Allowed Calls. Our Phone Service only allows calls to UK landline numbers (numbers starting with 01,02,03,07 excluding Channel Islands), UK mobile numbers, UK Freephone numbers and the emergency services. You will need an alternative means to call any other phone number, including, but not limited to, international (if you do not have our international addon) and premium numbers.
16.11 Number Allocation. We will, where necessary, allocate you phone numbers for use with the Services, which may be reallocated, withdrawn or changed by us at any time. If we are required to reallocate, withdraw or change any number allocated to you, we shall use our reasonable endeavours to notify you with as much notice as is practicable.
Connect TV
16.12 Channel Access. The TV Service provides access to Freeview TV and radio channels, catch-up TV Services from Freeview Play as well as on-demand music and TV content. The content that is made available as part of the TV Service may change from time to time, and may have viewing restrictions such as only being available in certain parts of the UK or not being available on the TV App. The content that is available, and the times that the content is made available is controlled by a third party and we do not have control over this. We can’t guarantee the accuracy or completeness of the electronic programme guide or programme information. If the content on the TV Service changes, we will do our best to replace the content with content which is similar.
16.13 Contract Term. You must have, and maintain throughout the Contract Length the following requirements to be able to use and access the TV Service:
(a) an eligible Broadband Service with us;
(b) a compatible television with a HDMI cable;
(c) a permanent internet connection to the TV Box to be able to watch on-demand, catch-up content and applications;
(d) a permanent connection to an antenna that is capable of receiving digital television signals to receive Freeview channels;
(e) if you want to record content available on the TV Service via the TV Box, you will need a USB stick with a minimum of 32GB of storage space; and
(f) if you want to use the Alexa voice-control, an Amazon account and compatible Amazon Alexa devices.
16.14 TV Equipment. We will provide you with one TV Box (which is referred to as Equipment in this Contract) to access the TV Service. If the TV Box is faulty or damaged, please contact us straight away and we will either repair or replace the Equipment. If we discover that the fault was caused due to you failing to look after the TV Box we may charge you for the cost of the TV Box and associated cables.
16.15 Using our TV Service. When using the TV Service, you must not do, or authorise others to do any of the following:
(a) make unauthorised or unlawful recordings of any content or copy (except as permitted by applicable law, for example, you may be entitled to make recordings of broadcasts of programmes on your TV Box for the purpose of watching those broadcasts at a more convenient time for you), publish, rent, reproduce, transmit, frame, reverse engineer, decrypt, decompile, disassemble, alter or commercially exploit the relevant software or any content you watch, stream or (if applicable) download from the TV Service;
(b) reproduce any recording made using your TV Box or made from the TV Service;
(c) re-distribute, re-broadcast or otherwise transfer any content made available on the TV Service to any other person in any way;
(d) use the TV Service other that for your own personal, domestic use, including showing any part of the TV Service in public to an audience, even if no charge is made; and
(e) attempt to breach any security or content protection rules relating to either the TV Service, or compromise the security of any device used for viewing the TV Service or the content itself.
16.16 Using the TV App. To use the TV App your device will need to maintain a working internet connection of sufficient speed to access the content. Every time you download the TV App you will be required to agree an end user licence agreement before you can watch any content or access any features. You can only watch/view content on the TV App when you are in the UK.
16.17 Parental Controls. Some content on the TV Service may not be suitable for viewing or use by persons of all ages. It's your responsibility to ensure that the content viewed or used is suitable for those viewing or using it (including children). We are not responsible for this. We provide access to parental control, and it is your responsibility to set these if you wish to use them.
Connect Mobile
16.18 What We Provide. We’ll open an account for you and provide you with a SIM and a mobile number (and we may agree to provide you with additional SIMs and phone numbers on request).
16.19 Usage of SIMs. Each SIM remains our property at all times. You’re being allowed to use the SIM by us on a limited license to enable you to access Our service, in accordance with the terms of this agreement.
We may recall the SIM(s) at any time for upgrades, modifications, misuse or when your agreement ends. You can only use the SIM to obtain service from us. Each SIM may only be used in devices which are enabled for Our service and are authorised by us for connection to our network. Any attempt to use the SIM in other devices may result in serious damage to the device and may prevent you from being able to use it, including the making of emergency calls. In these instances, we are not responsible for any such damage or usage problems.
16.20 Transfering Numbers. If you have a mobile number with another company, you can move your existing number to us. First, you need to ask your previous provider for your Porting Authorisation Code (PAC) and then you will need to give this to us. Once we’ve checked the details of your request, we’ll confirm the date when your number will be moved to Connect Mobile.
16.21 Allowed Calls. Our Mobile Service only allows calls to UK landline numbers (numbers starting with 01,02,03,07 excluding Channel Islands), UK mobile numbers, UK Freephone numbers and the emergency services. You will need an alternative means to call any other phone number, including, but not limited to, international (if you do not have our international addon) and premium numbers.
16.22 Making Emergency Calls. You can make free calls to emergency services from your phone by calling 999 or 112. If you want to call the emergency services on 999 with our Wi-Fi Calling service – please note that your access to emergency calls may be interrupted or end if you have a power cut or your internet connection fails and your location network information will not be shared automatically with the emergency organisations. If you are having problems connecting with Wi-Fi you may wish to use a mobile or fixed network connection (instead of Wi-Fi) and/or register (and keep us up to date) on the address where you plan to use our Wi-Fi calling services (so we have your latest location information to hand for emergency organisations in case of an emergency). You may also be asked to confirm or provide your location when making an emergency call (to help emergency organisations identify the services you need). Please also note that emergency service calls can’t be made using Skype (or other VoIP services) on your Phone (i) (ii) (iii) (iv) when you’re outside of our coverage area in the UK, your phone will try to locate another mobile network so that you can try to contact the emergency service (however, neither your mobile telephone number or your Location Data will be transmitted in these circumstances). emergency service calls cannot be made using Skype (or certain other voice over IP services) on your phone – if you do wish to call the emergency services, you’ll need to make a normal voice call from your phone. if you have difficulties hearing or are speech impaired and you need emergency assistance, you can send a text message with details of your location to 999 or 112 – the text will be converted and passed to the appropriate emergency service but you’ll need to register your phone before you can use this service – details on how to do this are available at emergencysms.org.uk If you have a device, other than a phone, capable of making telephone calls, you may be able to use this to make free calls to Emergency Service in the UK by calling 999 or 112, however your Location Data may not be transmitted to the emergency service in these circumstances.
16.23 Network Coverage. Our services are only available within the EE coverage area in the UK and abroad. Within this, there may be areas where you don’t have access to all of Our services, or where coverage is otherwise limited or unavailable. Problems can happen if EE are carrying out maintenance work or if you are outside their coverage area, in a tunnel for example. For more information about coverage, please visit ee.co.uk/coverage.