Additional Terms for Broadband

Additional Terms for Broadband

IMPORTANT: These terms are in addition to our standard Terms of Service.

Communications services which are subject to the General Conditions of Entitlement are authorised and regulated by OFCOM.

Length of on-going service

All of the ongoing services we offer (for example: Internet services; telephone services; maintenance; etc.) are provided for each billing period as agreed (typically monthly, but other billing cycles are available) on an automatically renewing basis. You receive an invoice at (or just before) the start of the period and at that point we have agreed to provide service for the period and you have agreed to pay for service for that period. In some cases this can be adjusted later where there is a notice period of termination, but where there is no notice period we operate on a no-refund basis. I.e. we have made an agreement with you at the start of the period to provide service and be paid for that whole period.

If you do not ask us to terminate service we will start a new period on your next billing date.

Starting service

When you order service, we will try and provide it as soon as possible unless you say otherwise. If you need a service provided on a specific date, please make this clear with your order. We will then try to provide the service on that date or as close as possible. Service provision dates cannot be guaranteed and the date is not a formal part of our agreement, so we have no liability if we fail to meet a specific date. You will only be billed for each separate service from the date it is in fact provided (even if you are not using it yet).

When you order, we will advise you of minimum terms that apply (and may even offer a choice of terms), as well as any early termination fees that apply.

Your initial bill for an ongoing service may be for more than one billing period to align with the billing cycle.

In the case of broadband orders (new or migration) we consider one of the services we are providing is one of arranging for broadband to be installed and as such that service is provided once we have submitted the necessary orders to our circuit suppliers (typically BT plc) to connect your line and they have accepted that order from us. This is indicated by a PENDING status shown on our order tracking web site. This will usually be within a few hours of placing your order. For telecoms service, we consider the service provided at the point we have assigned a number to you which is usually at the point you confirm the order. Please bear in mind the service may be provided before the point you happen to start using the service. This also applies in the same way to arranging for an installation of a telephone line.

Our on-line ordering systems will normally try to progress your order automatically, including placing orders with our suppliers. The automated systems are not authorised to complete the contract with you. As such, on-line orders are manually checked, usually the next working day, and we reserve the right to reject or cancel your order at that stage, refunding any payments made at that point and making your contract void. This may be because we cannot provide the service, or where we have made a business decision not to provide service to you. If we tell you that we do not wish to sell to you, and you continue to use our on-line ordering systems then we may charge you additional admin fees.

Many services that we provide rely, in some part, on third parties, such as BT plc, to provide some service to us (such as a phone line). If we are unable to provide the service because of such third parties then this is a matter beyond our control and we may cancel your order. If we have provided some directly related services as part of a package we will allow you to terminate those related services without penalty for minimum term or cease charges. Many services provided by BT, or other carriers, are subject to survey, and this can mean we are able to offer the service that would not otherwise be possible if you agree to pay some excess construction charges (which we will advise to you once surveys are complete). You will, in such cases, be able to choose to go ahead and pay the excess charges, or to cancel the order.

Migrating a service to us

In some cases you can move a service from another provider to us. If you do this then you will be terminating the contract you have with your previous provider for that service. We recommend you always check carefully with your previous provider whether you are liable for any termination charges, minimum notice charges, minimum term charges or any other costs as a result of terminating service with them. We are not liable for any costs you have to your previous provider resulting from migration.

Even when migrating a service to us, some aspects of the service may change. This may be at your request (e.g. migrating ASDL to VDSL), or be a consequence of the migration, such as IP addresses changing. Migration may mean some services ceasing, e.g. if a broadband provider previously included email on a specific email address.

How well an Internet service works (Service Level Agreement)

We will ensure, with reasonable skill and care, that the service works as we have said it will. If we expect a problem or have to suspend part of the service for some operational reason, then we will let you know in advance if possible – usually via our web site and/or newsgroups or social media.

The Internet is a large network of interconnecting computers managed by different organizations. We cannot be responsible for anything not in our control. We will not refund or compensate you for any break in service or any consequential costs that may arise because the service did not work when you needed it.

It is also important to note that we cannot guarantee the speed (transfer rate, packet loss or latency) of the Internet. In some cases (such as broadband) the speed of the link to your site is measured at your modem/router, but this speed is subject to other factors and contention, within the network and the Internet itself. Such matters are beyond our control and as such we accept no liability.

Your sole recourse if you are generally unhappy with the internet access service we offer is to stop taking that service (subject to any minimum term and termination fees).

Demarcation point of Internet Access Service and reliability of passing IP packets

The Internet Access Services we offer provides a means for Internet Protocol (IP) packets to be sent and received at your connection point to our service. The demarcation point for DSL based service (ADSL or FTTC) is the master socket on your associated phone line. We are not responsible (other than as an equipment supplier if we provided equipment to you) for anything your side of that demarcation point. This includes (i.e. we are not responsible for) the operation of WiFi within your home or office.

In order to send and receive IP packets using a DSL based service you have to have a working modem that is connected to the master socket, logged in, and is operating in accordance with the appropriate standards for the DSL service you have purchased. The service we offer does not pass packets when this is not the case, when the modem is not in sync, when the PPP connection has not been correctly established, and when the phone line over which the DSL service is provided has a fault. Other Internet Access Services will require you to have working router connected to a fibre or similar handover point.

For the purpose of NIS directive or associated legislation, or OFCOM automatic compensation, it is important to understand that we define the service we offer as one that does not pass any IP packets when the above mentioned circumstances are not met. As such, a failure to pass packets in such case are not a failure of the service – it is a service that is working as defined by this contract in such cases and not a fault.

The service we offer is to pass packets correctly to and from you, and to and from other Internet providers, peers, and transit providers in accordance with established Internet standards to the best of our ability. Once packets are passed on, we cannot take any responsibility for them getting to some remote destination and we cannot take responsibility for third parties correctly passing us packets that are destined for your connection. This represents a secondary demarcation point of our service – the point we connect to transit and peers for the purpose of passing IP packets.

Fixing faults

Faults can be within our equipment or within back-haul networks or lines that we contract suppliers (such as BT) to provide to us. Most Internet or point to point connectivity service faults are outside our control. Our suppliers for some lines aim to rectify faults within 40 hours but we do not guarantee this. We will endeavour to arrange for line faults to be rectified as quickly as possible and follow all escalation procedures as appropriate with suppliers. We may choose to work on faults outside normal office hours, but do not guarantee to do so.

You will have to co-operate with our support staff and carry out simple steps including: e.g. (for services based on a phone line) checking for a dial tone or message using a telephone handset; connecting your router directly to the master socket; swapping routers between sockets if you have multiple lines; and disconnecting other wiring or equipment. If equipment is supplied as part of the service (e.g. a modem/router) you must be prepared to test using that equipment even if you normally use something else. Our engineers will advise what tests are needed. If you don’t help us do these basic checks then the fault repair process stops – waiting for you, and you continue to be liable to pay for the service even though it is not working.

We normally have to take steps to eliminate your own wiring as the cause of a fault, hence asking you to carry out simple tests like this. If you do not have a master socket with removable faceplate (NTE5 or NTE5C) then you may have to have one fitted by your line supplier (at your cost) to eliminate your wiring, or risk charges for an engineer visit.

In the case of Internet services, if, after notifying us of a fault, we are unable to rectify the fault after 3 working days you may opt to terminate service. If you do so within 14 days of reporting the fault we will refund pro rata the amount charged for service for the period from date the fault was reported, and not charge the normal notice period or cease charge. This is your full recourse for us failing to fix a fault promptly. This does not apply where service is suspended for a breach of these terms, and the 3 working days does not include any time whilst we are waiting for you to perform tests or reply to queries.

Engineer appointments

We may have to arrange an engineer visit for an installation or fault repair of a service. We will try and agree a sensible appointment with you, and advise you of the appointment date and time slot (a range of times) when access will be required for the engineer.

Sadly we cannot guarantee that an engineer will arrive as there may be reasons for delay that are outside our control. Where an appointment is missed by the engineer we may (if you ask within one month) be able to get some compensation from the carrier involved and pass that on to you, but that is not always possible. We’ll pay you or credit your account once we get the payment from the carrier, which can take some time. Whilst there may be compensation for a missed appointment in some cases, there is not any compensation for a delayed install other than the fact we will charge only from when the install is completed.

If you are not available at the agreed time and the engineer cannot get access we are normally charged by the carrier for a missed appointment and we will pass on that cost to you.

In some cases we may give you specific directions for dealing with the engineer. You must follow such directions as failure to do so could mean that we are charged when we would not be, and in such cases we will pass on these charges to you.

We can, sometimes, cancel or re-arrange an engineer appointment for you. This is not always possible. There is usually a point of no return in the afternoon of the previous working day. In some cases, changing or cancelling an appointment can cause us to be charged a fee by the carrier, and we will pass on such charges to you.

The engineer may agree with the person on site aspects of the work done, such as placement of cabling or distribution points or sockets – it is up to you to ensure that the person on site does what you want. If work is not complete or done as agreed on site you are responsible for ensuring that the engineer knows this at the time, and that you let us know right away. If you do not dispute the work done at the time, you are liable for any re-work that needs doing in the future, e.g. moving a socket or cable, etc.

Services with an SLA

In some cases, such as Ethernet and point to point services, we are able to arrange a specific service level agreement (SLA) with circuit suppliers for fault repair. For example, for fibre Ethernet services this is normally 5 hours from when we report the fault to the circuit provider. We will make use of any SLA we have with suppliers to try and ensure any fault is rectified promptly. As per our normal terms, compensation is limited to the amount paid for the service whilst it is not working after this SLA expires, but in some cases we are able to make a good will payment in additional to this if we have been able to claim from a supplier under their SLA. Such additional payments are at our discretion.

In some cases you may be able to buy a higher level of care relating to a service. For example, for broadband lines there is a 7 hour fix service level which aims to fix the fault within 7 hours of us reporting to the carrier. These services are usually beneficial in ensuring faults are fixed quickly, but we rarely find that they actually meet the SLA. Again, we limit out liability to the amount paid for the service for the period it is not working beyond such an SLA period. For these extra care services the SLA payments we get from suppliers are negligible, and so no additional payments are made.

Filtering Internet Access

We don’t provide a filtering service to restrict or limit access to anything on the Internet. When you take services from us you are opting out of any filtering services. The Internet has a lot of good and useful things, but it also has a lot of unpleasant and offensive things. Don’t blame us for what you find on the Internet. If you want to filter access to the Internet for yourself or others using the service then there are a range of products available for most computer systems to provide that filtering, and it is up to you to obtain and install these.

We do not have, in our network, any equipment installed to filter access to any part of the public Internet for our customers as a whole. We aim to give 12 months notice if we ever add any such filtering.

Bulk monitoring of Internet access

We do not operate any equipment to bulk monitor the general Internet access of our customers or retain such Internet connection records. We do not have an government or security services monitoring equipment within our network. We will give customers 12 months notice before introducing such monitoring. Bear in mind that it may be that other carriers, ISPs, and even back-haul operators may have such equipment, so consider encryption and security in your Internet access as a matter of course.

Free services provided with Internet service

Our Internet access services provide basic Internet connectivity – the ability to send and receive packets. That is the service you are paying for. There are a number of ancillary services we provide free of charge.

Some services are not listed, such as DNS resolvers, outgoing mail smart hosts, NAT64 gateway, and so on. These are services we provide free of charge to our Internet access customers. Any service we don’t specifically charge for and is over and above the sending and receiving of IP packets is an added extra at no cost. Even though not listed specifically on your bill they are free services.

The main reason these are free is that you could run them yourself. You can run your own mail servers and your own DNS resolvers. Using our services is an added bonus.

What this means is that any failure in these ancillary services does not give rise to compensation as the service is free, and compensation is limited to what you paid for the service.

For the purposes of NIS directive and related legislation, any services we provide for free are also offered with no guarantee of uptime, or that they work at all. I.e. the service has not failed if it does not do what you expect or want as we are not saying it will work in the first place.

Please bear in mind, that even though these are free services with no compensation if the service does not do what you want, we do, of course, aim to provide these to you reliably to the best of our ability. The reason we have these terms it to mitigate the risk to us of costs and penalties (which could be significant) if and when we fail for any reason. If we fail, we understand that customers may leave, so obviously we’ll try not to fail.

Restricting, Suspending and Terminating service

If you have not paid us within terms or are in breach of any other terms or our acceptable use policy, then we may take steps to restrict, suspend or terminate your service as we see fit. Until your service is terminated, you must still pay the full price for the use of the service as if it was working normally.

Some tariffs have strict credit control and usage limits where service is automatically restricted.

  • Restriction of service means that we make some parts of the service unavailable or operate at a lower speed. This would normally only be done where the restriction will help reduce the effect of some breach of terms (such as a breach of our acceptable use policy). However, if we are unable to contact you, we may use this as a means to get your attention.
  • Suspension of service means that we stop your service working, however, we still have the service available to be resumed quickly. Before resuming service we will normally require you to bring your account fully up to date (pay us), or make assurances that a breach of our acceptable use policy has been addressed (e.g. virus checking your computers).
  • Termination of service means we stop supplying your service completely. At this point you are no longer liable for further ongoing charges, but must still pay any outstanding invoices, minimum term charges and any termination charges that apply. For some services, such as domains, termination may allow others to take the domain from you. If you wish to reconnect after termination you will have to ensure your account is up to date, and pay any connection charges that apply and may have to wait for several days before service can be reconnected.

For the purposes of the Computer Misuse Act 1990 or other related legislation, you grant us authorisation to take action which may prevent or hinder access to computers accessed via the service for any of the above reasons, or for maintenance, or any other reasons as we see fit. You will seek to ensure such authorisation for any computers for which you are not responsible and indemnify against any action relating to such computers.

Abuse of the Internet

Our Acceptable Use Policy for Broadband specifies the rules you must follow. The service can be suspended or terminated without refund, if you do not follow the rules in the AUP, at our sole discretion. We will try to give you a warning of any issues relating to the AUP and an opportunity to rectify such problems to continue service – however severe breaches may result in immediate suspension without advance warning.

Liability for use of the Internet

We provide a service which allows information to be passed to and from your computer systems. In using the service you must accept that we have no responsibility for the information carried, even if it is held on our servers in transit (for example as news or email), or is placed on our servers (such as web pages, and bulletin boards). If you take offence to any information you receive, you should take up the matter with the sender, or choose not to receive the information (e.g. to not visit offending web sites, etc). Wherever practical we will assist you in locating the sender if you require help. We will also co-operate with the police or other authorities in providing information to trace any criminal offence that may be committed via our services.

You must take responsibility for your use of the Internet. If anything you do, or fail to do, results in any liability for us, then you will compensate us completely. This includes any liability for anything you place on any of our servers (e.g. web, email, news). This includes compensation for all consequential losses, loss of time, loss of reputation, loss of future or expected profits, etc, as well as any fines or consequences imposed on us or our Directors and company officers or staff personally, if we or they are found liable for your actions or inaction.

Who can use the Internet service

The service is provided to you as the customer, but you can provide Internet access service to third parties if you wish. You remain responsible for all charges for usage of the service, whoever uses it. If you provide services to someone else, even if free of charge, you may become a Communications Provider as defined by the Communications Act, and this may change some of the aspects of the contract you have with us.

You must ensure that any passwords we supply for use with the service are kept confidential, and must notify us immediately if you realise they have been compromised.

In any event, you are responsible for all those that do make use of the service using your connection, account or domain, in any way that could adversely affect Andrews & Arnold Ltd, and we advise that you ensure all users are aware of these terms and the Acceptable Use Policy for Broadband.

Changing the service

We have a policy of continuous improvement, and may, from time to time, add, modify or remove parts of the service. We may temporarily disconnect service for system maintenance or to make changes to the service we provide. We will publish details of such changes on our web pages in advance or by email. We will not pay any compensation for such changes even if they require periods of service suspension. If you do not like the change we have made you have the option not to renew the on-going service for the next period.

If we make a change that requires any change to the configuration of your computers or systems, then you are responsible for making those changes in order to continue using the service. Where possible we will allow the previous configuration of your system to operate at the same time as the new configuration, for a period of time. This will allow you to make necessary changes at your convenience.

You may be allocated IP addresses for use of the service. These do not belong to you, but we may register your details with IP management authorities (RIPE). We may change your allocated IP addresses for operational reasons and you must make or arrange the necessary changes at your site to accommodate such changes at your cost.

Given the shortage of legacy IPv4 addresses we may withdraw previously allocated IPv4 addresses.

Some services, such as broadband, are sold as shared services. We require customers to make responsible use of a shared service, We reserve the right to manage the way in which the service is shared to ensure the best operation for our customers as a whole.

Third party terms

In provision of the service you may be bound to terms of third parties. This is because some of the contracts we enter in to require us to impose terms on those using the services. In some cases a separate contract is formed between you and a third party – e.g. a domain registration, where we act simply as an agent in registering a domain. These include :-

  • Any terms imposed by our Internet transit providers – please ask us for a copy. We may change providers from time to time.
  • Any terms imposed by Andrews & Arnold Ltd – please ask us for a copy.
  • Any terms imposed by British Telecommunications plc – please ask us for a copy.
  • Any terms imposed by Internet registries, including RIPE for IP addresses.


Anyone buying services from us for use by someone else (e.g. an IT consultant) must ensure the end user is aware of, and bound by, such third party terms by which we are bound. Such persons must also adhere to the principles of any code of practice (e.g. OFCOM broadband migration CoP) in the same way we would, passing on any requests to us promptly. If they do not, then we reserve the right to deal directly with their customer in such matters.


Terminating your service is stopping providing the service after we have started providing it. Stopping an order before we have provided it is cancellation and described below. Note that we may have started providing a service before you have chosen to start actually using it.

Some services have a minimum term. If terminating service before the minimum term then you are at that point charged an early termination fee for the remainder of the period to the end of the minimum term. If not otherwise specified, this is the full charge for the services that would have been paid if you continued service to the end of the minimum term. In many cases a specific (lower) early termination fee is defined for the service. Note that some types of regrade where we are changing carrier can count as termination for the purposes of early termination charges, and you will be advised at the time you order the regrade if this is the case.

There may be a period already billed which needs to be credited once your service has terminated. Where applicable, a credit note is issued automatically, once the service has terminated and any early termination charged have been applied. If you pay by Direct Debit and a refund is due then this is normally sent to you automatically to the account that was Direct Debited. Otherwise, you will have to request a refund and advise bank details to which the refund is to be sent. Refunds are normally sent by two working day BACS payment.

Terminating a broadband service could mean that it is several days before another service provider can provide service as it will take time for BT to process the request we make to them to terminate the circuit to your premises. If you terminate the associated phone service then the broadband will be terminated – we may get no advance notice of this from BT and we may have no option to cancel this, even if you manage to stop the phone line cease going through. If you have an associated telephone service which we provide that is also terminated when you cease your broadband.

In some cases there is also a charge for disconnecting a service. This is published on our price list and order pages.

Whilst we would not normally do so, we reserve the right to terminate service at any time for any reason and do not have to state a reason. If we terminate service, no cease fees apply. Any charges made in advance beyond the termination date will be credited. We would not normally terminate service within the minimum term, but if we do then no early termination fee applies.

You have to tell us when to stop

Because you have to pay for on-going services until you ask us to stop, it is important to ensure we have received and actioned your request to terminate. If you ask us to terminate service then it will be for you to prove that we received and actioned your request in the event of a dispute. Normally this is not a problem, but if we have not actioned your request and you cannot prove we said that we would, then charges apply based on the date we did finally receive your request. This is particularly relevant if you post a request to terminate an on-going service. We recommend you request termination using our on-line ordering system as this provides immediate on-screen confirmation and a digitally signed email confirming your request so that you have clear proof. The on-line system also automates the whole process to avoid human error.

IMPORANT: If you cannot show we received and actioned your request to cease a service you still have to pay until we do. If you continue to receive invoices and pay them for a service you think you have ceased, this is taken as confirmation that you accept that you did not, in fact, cease the service, and so they will not be refunded. You have to dispute invoices promptly.

Migrating service away from us

You can move your broadband (or copper pair / telephone service) away from us to another provider if you wish. When we are advised that you wish to migrate we will email you a confirmation detailing any early termination and/or cease charges that may apply. You will have the option to cancel the migration at that point if you wish.

Billing continues as normal. Once the migration is completed, any early termination and/or cease charges are invoiced, and any credit for services already billed beyond the migration date is issued. If you are then in credit, and you pay by direct debit, pending direct debits are cancelled or adjusted and any recent direct debits are refunded as necessary.

If you have a copper pair / telephone service for your broadband then you must ensure you also migrate this, as otherwise it will be ceased once the broadband is migrated and this will stop your broadband working even with the new provider.

You can, if you wish, provide standing instructions for us to reject any migration. Whilst such instructions are in place we will attempt to cancel any transfer. It may not always be possible in all circumstances. We will also advise you of the attempt by email. You can cancel these standing instructions at any time.

Cancelling the service

Cancelling an order is asking us not to provide your service before we have actually provided it. Once we have provided service, even if you are not yet using the service, you cannot cancel your order but you may terminate your service as described above, or in some cases migrate the service.

If ordering as a consumer then the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply. These permit you to cancel a service order within 14 days of order. By ordering a service as soon as possible, or for a date within 14 days of order you agree that your right to cancel will cease once service is provided within 14 days, even if you have not started using the service. Even if cancelled before we provide service you may have to pay us for work that has been done towards providing the service.

We cannot guarantee the date that we will provide a service, especially if it relies on the work of a third party such as BT plc. We will keep trying to provide your service if at all possible until you ask us to cancel the order. If we have still not provided the service by 7 days after the agreed date then we will not make any cancellation charge if you cancel at that point.

If you cancel a service for any other reason then we will make a cancellation charge. This cancellation charge is never more than the charge we would make for terminating service the day after it was provided. For training or on-site engineering this will normally be 50% of the service charge. For broadband we expect payment of the first period invoiced for the service or notice period, and all connection/setup/cease charges. If you are considering cancelling the service, please ask us to quote for the cancellation charge that would apply in your case.

Cancelling an order for broadband service could mean that it is several days before another service provider can provide service as it will take time for BT to process the request we make to them to cancel the circuit to your premises.

Data Protection

Contact details for fixed IP address assignments are published in the RIPE database and can be checked via

It is a formal condition that you accept that such details may be published and fully indemnify us against any claim related to publications of such details. Where practical we will co-operate with your requests to publish alternative or restricted contact details.

Where, for the purposes of data protection law, you are the controller of personal data, and we process those personal data on your behalf as a processor, our data processing agreement applies to this processing.


Connecting to the Internet, whether by modem, ISDN, or broadband, means that your computer is part of a world wide network of computers. It is possible that your computer is providing file shares, or other services on the Internet connection which may allow it to be hacked . You are responsible for the security of your computers. We are not responsible for any breach of security via the Internet. We recommend you ensure your machine is configured correctly, or has firewalling software or a separate firewall to protect you from the Internet. This is particularly important if you have a permanent connection such as broadband.

In the interests of security for all of our customers, from time to time we may run port scans or checks. These may include checking for open ports, and trying default passwords, but would not aim to cause any damage to any systems. These will normally be included in our status pages, but there may be circumstances where that is not prudent. We will normally provide a means to opt-out of these checks if you wish – but bear in mind that anyone on the Internet could do the same, so it is important that you consider the implications of such checks. In any such case these checks will be infrequent and very low bandwidth. We would then use the results of such checks to advise you of any concerns we have.

Routers we supply may make use of TR-069 or similar means to provide us with access to configuration and other data. You are welcome to use your own router or to disable TR-069 controls on any router if you wish. Where TR-069 or similar access is available this allows a number of options which you can perform from our control pages which then access your router. In rare cases, where we feel we have omitted an important security configuration in setting up a router, we may make use of TR-069 or similar systems to apply the update, but will normally email you to advise you of this and provide a means to opt-out if you wish.

Network attacks

There may be cases where traffic to your service is caused by a third party, which may be some sort of denial of service attack against you or making use of your equipment by some means to cause problems for someone else. Such attacks are rarely targeted at you without some cause. Use of your computer systems or routers to cause other people problems is usually only possible if you have systems that allow this or that are not suitably protected.

In any case you are liable for all usage charges related to your service, even if these relate to packets sent to you that you did not want, or packets send from your systems as a result of compromised computer systems, viruses, etc. This is an unfortunate side effect of the fact that we provide an unfiltered service to you.

We will try and advise you of any unusually high usage by email or other means, but cannot guarantee to do so. We may also be able to offer advice on configuration of your network, within reason. We will try and help you diagnose the cause of any problems while they are happening if you ask.

It is important to realises that, even if we supplied equipment you are using and even if we configured it, the Internet changes over time. What may be normal practice now can become a means to create a denial of service attack in the future. You are responsible for all use of your connection however it is caused.

If we detect a denial of service attack directed to your line we may suspend that line for a short period to cause the attack to give-up, or take other action as we deem appropriate at the time. In rare cases we may filter traffic to or from the Internet to protect our network and customers, as we see fit. We may publish details of any such actions and will always provide details on request.

It may be that we, or specific services we provide, or specific customers, or similar, are subject to some sort of attack. In such cases we will take reasonably steps to mitigate such an attack, and that may mean blocking access to certain IP addresses or ranges or filtering certain access, in order to provide the best service to customers overall. Unfortunately we may not be able to report on the exact details of the steps we have taken in our status pages, and other communications in order to ensure such mechanisms remain effective in the long term. In general, if customers contact us regarding such incidents, we may be prepared to share confidential reports on the matter, but this may not always be possible. We reserve the rights to take whatever steps we feel are necessary to preserve the integrity of the network and services we office at any time.

Networking devices configuration

If we agree to configure a networking device in a way specific to your needs, or provide device configuration support, you are still responsible for ensuring that the configuration generally, and the firewall rules specifically, are appropriate for your needs.


Any quote for engineering work, consultancy, training, or software development is firm quote for an hourly or daily rate, but an estimate of the time it will take to carry out the work. Should the work look likely to exceed the estimate we will discuss options with you, and you can opt to pay for additional time or stop development at that point. Any work carried out must be paid for at the agreed hourly or daily rate.  As stated above we limit liability to the pro-rata amount paid for any work carried out which is unsatisfactory.


In some cases we supply software developed or modified by us. Unless agreed otherwise, in writing, we retain all rights to the software including rights to source code. Your purchase is simply for a licence to make use of the software in accordance with our instructions. As with all software it is impossible to guarantee 100% reliable operation. Any defects notified within a 1 year warranty period will be rectified with reasonable skill, care and speed but no consequential liability can be accepted for any losses due to such a failure. Rectifying a problem may simply mean changing the instructions for use. You must provide us with any remote access and passwords we may require to rectify problems and test changes on your systems. Some systems include third party software which may be subject to it’s own licence conditions. Any free software which may be included is separate and is not provided as part of any contract with you, and for which no liability can be accepted by us. For any software which is included that is published under a GNU public licence, or similar, we have an obligation to supply source code on request – just ask.

Usage metering

We make every effort to ensure we accurately meter usage – whether usage of data transferred on Internet links or anything else. The metering we do is the basis for any bills we raise for usage. In some cases we may make use of third parties to provide us with metered usage. Unless you can clearly demonstrate that the usage metering is inaccurate in our favour then you have to pay based on our charges. We may provide some details of usage on an on-going basis before bills are generated, but do not guarantee to do so. Where there may be a considerable charge for unexpected high usage (e.g. server hosting, or call charges or data usage) it is recommended that you put in place monitoring of your own links. You must also bear in mind that you are responsible for all usage of the service and also for security of any computers – as such usage resulting from being hacked in some way is still payable.

Unusual / special terms

In some cases we may include some unusual terms in our contract with you – some of these are detailed here. These are normally because there is some rather unusual aspect of some contract we have or some legislation with which we have to adhere, and in order to do so we have to include terms that may seem daft. Regardless of how daft these seem, we always try to be technically correct. If you would like more explanation on these terms, please do ask. In general these should not in any way be onerous on you and are included for compliance reasons. In some cases we may include additional terms like this on the order form.

(OFCOM GC20.5) All customers (for VoIP or other communications services, even where the service is nothing to do with telephony!) must confirm that they ensure that all end users of the services have access to a telephone that can call the missing child helpline on 116000 – i.e. that they have a mobile phone or access to a landline or payphone that can call such a number. Just to be clear, this is not a helpline for missing children to call, it is for parents/guardians to call if they have a missing child, and all it does is advise the police. If your child is missing we suggest you call the police directly rather than hunting for some missing child helpline. Sorry if this seems a silly requirement, but it is required by OFCOM.

(OFCOM GC18.11(d)) If we are providing you an 07 mobile number, these are for use by mobile phones, i.e. “where every signal that has been conveyed thereby has been, or is to be, conveyed through the agency of Wireless Telegraphy to or from a Public Communications Network which is designed or adapted to be capable of being used in motion“. We expect you to make use of SIP2SIM to a mobile, or a DECT phone, or WiFi or other technology so as to ensure compliance with this requirement. We appreciate that all other mobile operators allow voice-mail and diversion to landline numbers and hence do not strictly comply with this rule.

If you are ordering a VDSL broadband service from us using BT based back-haul, we will offer you a suitable VDSL modem/router (for a price). You can opt not to purchase this (obviously). BT plc make it part of our contract with them that we must supply a modem/router (does not have to be free), so if you select that you do not want a modem/router, we take that as two things: (a) A request to supply a modem router, and (b) an immediate request to return that modem/router under the appropriate legislation allowing you to change your mind. For a fraction of a second during the order process one of the modems on our stock shelves belongs to you and as such we have supplied it. Obviously in this case we don’t charge you for it. Nothing in our contract with BT or with you stops you using any compatible CE marked modem with the service.

Additional relevant terms and conditions