We charge fees to cover the costs involved in setting up, servicing and cancelling a contract and it's important you understand them. The fees below are for our services and each fee is non-refundable.
The spirit of our fees is not to profit out of them. In many cases we are charged fees from our supplier, and we'd be left out of pocket if we did not onward charge a fee to customers. This is particularly the case with the cancellation fees.
We keep our general service prices as low as we can, and this means that we don't provision extra profit into these prices to cover unexpected fees that some customers may encounter.
These fees are to be read in conjunction with our Residential Terms and Conditions.
Cancellation charges
Inside 14-day cooling off period
| Scenario | Fee |
|---|---|
|
Cancelling within the "cooling off period", where:
|
£0 |
|
Cancelling within the "cooling off period", where:
|
£0 |
|
Cancelling within the "cooling off period", where:
The fee is due to us incurring a cancellation fee from our supplier if we subsequently cancel the order to a point of no return in which works may have already started in the street to install your particular service. As you have specified an ASAP installation date, we shall process your order with this in mind and if we're getting close to your service activation date, or works have already commenced, then the cancellation fee will be large to take this into account. |
£120 |
|
Cancelling within the "cooling off period", where:
This is the most extreme scenario where you cancel on the date of planned service activation, after works have already completed to install the service, and after an engineer has been dispatched to your property to complete the activation but you wish to cancel. This fee therefore takes into account any engineering works that may have already completed in advance, as well as the 'missed appointment' fee. |
£228 |
Outside 14-day cooling off period
| Scenario | Fee |
|---|---|
|
Cancelling after the "cooling off period", but before your service has been activated, where:
|
£120 |
|
Cancelling after the "cooling off period", but before your service has been activated, where:
Although we advertise that full early termination charges are due in this scenario, there are circumstances where we can look to bring this charge down. Whether this is possible depends on your order circumstances, such as whether there have been any unexpected provisioning delays/challenges protracting your installation by 2+ months, whether these delays have been due to the customer, and any extenuating circumstances that we judge to warrant further considerations for a reduction. Where a lower settlement is agreed compared to the full Early Termination Charges, our charges shall be at least:
To help set expectations, full early termination charges may apply. |
Full early termination charges for your service |
|
Cancelling after the "cooling off period", but before your service has been activated, where:
|
Full early termination charges for your service |
|
Cancelling after the "cooling off period", and after your service has been installed, where:
|
Full early termination charges for your service |
For home broadband customers, we charge upfront the standard activation charge (+ optional extra set up fees) at the time of your original order. Where you request a cancellation during the cooling off period, and there is a cancellation fee due, we shall credit the original activation invoice, but re-invoice for the cancellation fee. Any payment made shall be reallocated to the cancellation fee. If there is a short-fall, we shall advise you of this and request payment within 7 days of the cancellation invoice.
This payment shall be made with either your original credit/debit card used to pay the activation payment, or the direct debit account configured.
If we have shipped any routers or other equipment to you, you must return these to us unused, and in full working order upon request. We shall pay for the return postage. If you fail to return the equipment unused, or not in full working order, then we shall charge you replacement charges.
If there is a surplus balance on your account when you cancel, then we shall refund this to you within 7 working days (after receiving back any equipment if applicable) to the payment card you originally paid with.
Where we have shipped any hardware/equipment to your property before your cancellation request, you must return this to us on request. We shall organise courier collection and pay for this. You must ensure that any returned hardware is unused and complete. If the equipment is not returned, damaged, used, or missing parts, then we shall charge you costs to replace them.
Engineering Visits for in-life service chargeable repairs/fault investigations
Repairs and fault investigations are free if the problem is within our or our carrier's control. However if the service has failed due to damage you or others have caused, or the service is proven to be working after fault investigations (no fault found), then there is a charge due.
Please see our article about chargeable engineering visits here for further information.
Giganet Local/ Fibre Cities and Salisbury
| Normal working day | All other times except Sundays and Public / Bank Holidays | Sundays and Public/ Bank Holidays | |
|---|---|---|---|
| Standard Chargeable Visit (Visit plus up to 1 hours work) | £92.68 | £113.56 | £134.42 |
| Additional Hours (or Part thereof) | £41.74/hr | £62.62/hr | £83.51/hr |
| Abortive Visit Charge (per engineer per visit or call out) | £90 | ||
| Replacement ONT | £34.80 | ||
| Giganet Admin Charge per visit/incident/request |
£25 | £25 | £25 |
The Giganet Admin Charge is charged in addition to the total chargeable visit charges incurred, per visit/incident/request. E.g. if you require a replacement ONT, it's £34.80 + £25. If you have a chargeable engineering visit in standard working hours. lasting up to an hour, it's £92.68 + £25.
Giganet National
| Normal working day | All other times except Sundays and Public / Bank Holidays | Sundays and Public/ Bank Holidays | |
|---|---|---|---|
| Standard Chargeable Visit (Visit plus up to 1 hours work) | £144 | £PoA | £PoA |
| Additional Hours (or Part thereof) | £72/hr | £PoA | £PoA |
| Abortive Visit Charge (per engineer per visit or call out) | £90 | ||
| Giganet Admin Charge per visit/incident/request |
£25 | £25 | £25 |
The Giganet Admin Charge is charged in addition to the total chargeable visit charges incurred, per visit/incident/request.
Missed/Abortive engineering visit charges - installations/repairs
Please see this article for further information on abortive engineering incidents.
| Engineering visits | Fee |
|---|---|
|
Missed/Abortive engineering visits |
£115 |
Examples where this fee may apply:
- there is no one over 18 years old present and authorised by you to make decisions in relation to our services and equipment
- you fail to give 2 working days’ notice to cancel the visit
- you report a fault, but the engineer discovers the fault was not due to our services or equipment or the reported fault was not found
- you provide an incorrect address
- our engineer arrives at your property, but you no longer wish the work to be carried out
- our engineer cannot access or is refused access to your property for any reason.
Changing engineering appointment charges
| Changing any appointment dates | Fee |
|---|---|
| Providing at least 3 working days notice prior to any confirmed engineering appointments | £15 |
| Changing any appointment dates, (potentially beyond the point of no return), within 3 working days of any confirmed appointments |
£121 (Local/Salisbury) or £148 (National) |
Personal details charges
| Changing your personal details | Fee |
|---|---|
| Changing your name or marital status | £0 |
| Changing your E-mail address or contact telephone number | £0 |
Upgrade or downgrade service charges
Applied when an upgrade or downgrade occurs on your service.
The prevailing new service charge will apply in addition to the fee below.
You can make only one request every 30 days.
| Modify request | Fee |
|---|---|
| Upgrading your service | £15 |
| Downgrading your service | £25 |
Replacement hardware charges
| Equipment | Fee |
|---|---|
| Replacement of an UltraHUB 2 router due to misuse or damage | £96 |
| Failing to return an UltraHUB 2 router at the end of the contract after requested, or returning it used, faulty, missing parts, or otherwise not in it's original brand new condition. | £96 |
If you cancel within the "cooling off period", and we have sent you equipment including a router, and you either do not return this to us, or do not return this to us in good working order, then we shall charge you a replacement fee in addition to any other cancellation charges.
Payment failure charges
| Missed payments | Fee |
|---|---|
| Missing a direct debit payment | £10 |
VAT
All prices include VAT at the prevailing rate.
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