Line broadband policy

Installation Appointments

Customers must ensure access is available for engineer visits. Missed appointments or no access may result in charges being passed on from Openreach or our suppliers.

Installation & Fault Delays

Installation and repair times are dependent on third-party providers such as Openreach and cannot always be guaranteed.

Internal Network & Wi-Fi

Broadband performance can be affected by internal wiring, Wi-Fi coverage, and customer devices. Our responsibility covers the broadband service supplied to the property unless a managed network service is in place.

Fault Call-Out Charges

If an engineer visit finds no fault with the broadband line or network provider equipment, charges may apply.

Broadband Speeds

Advertised speeds are estimates and may vary depending on location, wiring, Wi-Fi, and network conditions.

Cancellation Charges

Early termination fees, cease charges, or hardware costs may apply if services are cancelled during the contract term.

Router & Equipment

Supplied equipment must be returned where applicable. Lost or damaged equipment may be chargeable.