Home UltraBEAM broadband 12 month move guarantee

Our Home UltraBEAM broadband services require a 24 month minimum contract term which commences from service activation. However we understand that personal circumstances can change, and in particular with regards to moving home.

Therefore we provide added reassurance for this possibility with our 12 month move guarantee.

Offer

• You move home during the initial 24 month minimum contract period
• UltraBEAM may not be available at your new property
• We apply a 12 month break-clause to the contract allowing you to exit without any early termination charges from this 12 month point.

In practice:

• If you move after 12 months, there are no early termination charges.
• If you move before 12 months, then there are early termination charges up to the 12 month point, but nothing beyond that. E.g. move home 9 months in, you will pay for 3 months.

Proof

To ensure compliance with this move guarantee, we may require to see evidence of your home move (e.g. notice of acceptance of offer or rental).

Explanation for minimum terms

We operate a 24 month minimum contract term for our Home UltraBEAM services.

This is due to a combination of the underlying supplier requiring a minimum 12 month minimum contract term from us, as well as Giganet having to subsidise installation charges, router and other set up costs to minimise the upfront charges. Therefore, we set a 24 month contract term to allow Giganet sufficient time to pay back the subsidised costs. If customers do leave us after 12 months, then we appreciate that we're taking the hit on the profitability.

This explains why the earliest the break-clause can be is 12 months, and not lower.

How it works

a) moving home after the first 12 months and UltraBEAM is not available at the new address

• Simply provide us 1 months' notice and we'll cancel your billing after this, as long as your notice is on or after the 12 month anniversary date.
• You must return the router and any other equipment we have provided you as per our instructions. If this is not returned, or is damaged, then we shall be entitled to charge you a replacement fee.

b) moving home after the first 12 months and UltraBEAM is available at the new address

• Provide us 1 months' notice, and we'll stop the billing at your old address
• A new order is placed for the UltraBEAM service at the new address (much be the same speed/bandwidth, or greater).
• A new installation charge may be applicable at your new address. We'll cap this installation charge to be no greater than your original installation charge.
• However, should there be any excess construction charges to install the service at the new address, and you do not wish to proceed, then as per a) we will allow you to exit without penalty. As per a), you should return any equipment we have provided you in a working condition, otherwise we shall be entitled to charge you a replacement fee.

c) moving home during the first 12 months and UltraBEAM is not available at the new address

• Provide us 1 months' notice and we'll cancel your service after this point.
• We will issue you an early service termination invoice equal to the remaining monthly charges up to the 12 month anniversary date, but excluding any VAT.
• You must return the router and any other equipment we have provided you as per our instructions. If this is not returned, or is damaged, then we shall be entitled to charge you a replacement fee.

d) moving home during the first 12 months and UltraBEAM is available at the new address

• Provide us 1 months' notice, and we'll stop the billing and service at your old address.
• We will issue you an early service termination invoice equal to the remaining monthly charges up to the 12 month anniversary date, but excluding any VAT.
• A new order is placed for the UltraBEAM service at the new address (much be the same speed/bandwidth, or greater).
• A new installation charge may be applicable at your new address. We'll cap this installation charge to be no greater than your original installation charge.
• However, should there be any excess construction charges to install the service at the new address, and you do not wish to proceed, then as per a) we will allow you to exit without penalty. As per a), you should return any equipment we have provided you in a working condition, otherwise we shall be entitled to charge you a replacement fee.