Broadband Charges Schedule

Prices are in effect from 5th October 2016.

Business Broadband & Line Rental charges

All prices quoted in this Business Broadband charges schedule exclude VAT except where it says otherwise.
Business Broadband options have a minimum period of either 1, 12 or 24 months except our Fibre Business Broadband products which have a minimum period of either 12 or 24 months.

The broadband price you pay for these services depends on which part of the UK you live in and the contract length you sign up to. We can supply broadband to all parts of the UK but the cost may be higher for a small amount of our customers depending on where they live in the UK. This is because it costs us more to provide broadband in certain areas.We call these areas non-low cost areas (also known as Market A), which constitute about 10% of the UK.
The other 90% constitutes low cost areas (also known as Market B).

Broadband only customers

This section sets out the charges that customers will pay for broadband from us if they choose to have their phone line provided by another supplier. If they choose to have their phone line provided by us they will pay the broadband charges set out in Broadband and Phone customers section.
The charges for the service will vary according to the Business Broadband service option and minimum period selected by the Customer.

Unlimited ADSL 2+ Standard Broadband (up to 18mb/s)

Low Cost Area

Product Contract period Set-up fee Monthly subscription
Unlimited Business Broadband 12 months £0.00 £17.00
Unlimited Business Broadband 24 months £0.00 £15.00
Unlimited Business Broadband No contract £40.00 £14.00

Outside Low Cost Area

Product Contract period Set-up fee Monthly subscription
Unlimited Business Broadband 12 months £0.00 £22.00
Unlimited Business Broadband 24 months £0.00 £20.00
Unlimited Business Broadband No contract £40.00 £24.00

 

 

Unlimited Business Fibre Broadband (up to 76mb/s)

Low Cost Area

Product Contract period Set-up fee Monthly subscription
Unlimited Business Fibre 12 months £0.00 £37.00
Unlimited Business Fibre 24 months £0.00 £35.00

Outside Low Cost Area

Product Contract period Set-up fee Monthly subscription
Unlimited Business Fibre 12 months £0.00 £22.00
Unlimited Business Fibre 24 months £0.00 £20.00

 

Broadband and Phone customers

This section sets out the charges that customers will pay for broadband from us if they choose to have their phone line provided by us. Please see the Business Phone Charges Schedule for the charges associated with our Business Phone plans.
The charges for the service will vary according to the Business Broadband service option and minimum period selected by the Customer, and are set out as follows.

The charges described below apply to:
– Customers who have signed up after 4th October 2016; and
– Have not changed their broadband or fibre product (including re-contracting or upgrading)

Unlimited ADSL 2+ Standard Broadband (up to 18mb/s)

Low Cost Area

Product Contract period Set-up fee Monthly subscription
Unlimited Business Broadband 12 months £0.00 £15.00
Unlimited Business Broadband 24 months £0.00 £9.00 for first 24 months,
£13.00 thereafter.
Unlimited Business Broadband No contract £40.00 £17.00

Outside Low Cost Area

Product Contract period Set-up fee Monthly subscription
Unlimited Business Broadband 12 months £0.00 £20.00
Unlimited Business Broadband 24 months £0.00 £14.00 for first 24 months,
£18.00 thereafter.
Unlimited Business Broadband No contract £40.00 £22.00

 

Unlimited Business Fibre Broadband (up to 76mb/s)

Low Cost Area

Product Contract period Set-up fee Monthly subscription
Unlimited Business Fibre 12 months £0.00 £35.00
Unlimited Business Fibre 24 months £0.00 £21.50 for first 24 months,
£33.00 thereafter

Outside Low Cost Area

Product Contract period Set-up fee Monthly subscription
Unlimited Business Fibre 12 months £0.00 £41.00
Unlimited Business Fibre 24 months £0.00 £27.50 for first 24 months,
£39.00 thereafter

 

Business Modem/Router

Where the Customer requires a Business router to be provided as part of the service, the additional charges set out in the table below will apply:

Product Contract period Router Fee Delivery Charge
Unlimited Business Broadband 12 months £0.00 £4.99
Unlimited Business Broadband 24 months £0.00 £4.99
Unlimited Business Broadband No contract £25.00 £4.99

 

Product Contract period Router Fee Delivery Charge
Unlimited Business Fibre 12 months £0.00 £4.99
Unlimited Business Fibre 24 months £0.00 £4.99

 

Other Charges

Non direct debit payment: If the Customer chooses to pay by an allowable payment method other than Direct Debit they will be charged a fee of £1.25 for payment collection and processing services.

Abortive Visit Charge:
– Broadband fault – £144.00
– Telephone fault – £115.00
– New line installation – £50.00
– Fibre installation – £80.00

Ceasing Service Charge:
If the Customer ends the contract for the service and the service is ceased or the Customer switches their service to another provider on a different network, the Customer will pay £25.00. This charge is inclusive of VAT.

Cancellation charges:
If the Customer cancels the contract or the service at any time before we provide the service, we may charge an abortive visit charge (if applicable) and a charge of £25.00 may be made for any provided router if the Customer does not wish to return it.

Early Termination Charges:

Product Minimum period Monthly early termination charge
Unlimited Business Broadband 12 months £14.25
Unlimited Business Broadband 24 months £12.25
Unlimited Business Fibre 12 months £22.75
Unlimited Business Fibre 24 months £20.75

These charges are compensatory and not subject to VAT.

 

Broadband Care Level Charges:
Standard care is included with all Business Broadband products.

  • Enhanced Care is charged at £8.50 per month
  • Prioritised service is charged at £7.00 per month
  • Annex M is charged at £10.00 per month (ADSL2+ only, not available for fibre products)

Premises Move:

You can move your broadband or fibre to a different premises for free once during your minimum period.
Additional moves within the same minimum period would cost £54.17.

If your contract has expired, you can move for free by agreeing to start a new contract or pay the £54.17 premises move fee.

 

Business Phone charges

All prices quoted in this Business Broadband Charges Schedule exclude VAT except where it says otherwise.

We charge calls by the day and time they are made, and the time periods described in this Charges Schedule are as follows:

  • ‘Weekend’ means any time on Saturday or Sunday.
  • ‘Evening’ means before 6am or after 6pm.
  • ‘Daytime’ means between 6am and 6pm.


Connection Charges
The following connection charges apply for Business Phone services and depend on the contract minimum period.

Charge 24 month contract 12 month contract No contract
New line provide £0.00 £50.00 £50.00
Start a stopped line £0.00 £0.00 £0.00
BT Transfer £0.00 £0.00 £0.00
LLU transfer £0.00 £0.00 £0.00
Premises move Depends on the type of move – please contact Customer Support
Transfer Out £0.00 £0.00 £0.00
Cable transfer £0.00 £50.00 £50.00
Re-number £35.85 £35.85 £35.85

 

Extra connection and equipment charges

If it is necessary to provide telephony services using equipment which we do not provide as standard, we may charge a special rental rate or any other charge for that.

We may also charge you for extensive new construction over and above standard needs. We will attempt to advise you of these charges before any work is undertaken, however this may not always be possible. We will begin charging the Customer for the service from the date that the service is activated or transferred. The Customer will be charged as follows:

  • We will take payment for all subscription fees in advance on the Customer’s monthly invoice date.
  • We will provide you with a call allowance, where applicable.
  • We will take payment for all chargeable call charges accrued in the month in arrears on the Customer’s next monthly invoice date.

Providing a restricted service

We may restrict your service if you do not pay your bill or where unapproved attachments have been made to your line. We will charge you £5.76 (inc. VAT) to apply/or lift any of these restrictions.

 

Business Phone Call Plans and Service Features

Package name Business Phone
PAYG
Business Phone & UK Anytime call plan Business Phone & UK, Mobile and International 500 call plan Business Phone & UK, Mobile and International 1000 call plan
Line rental (24 month contract) £10.50 £10.50 £10.50 £10.50
Line rental (12 month contract) £12.50 £12.50 £12.50 £12.50
Line rental (no contract) £14.50 £14.50 £14.50 £14.50
Call plan cost £0.00 £4.00 £12.00 £19.00
Included 01/02/03 & 0870/0845 calls No Yes Yes Yes
Included calls to UK and US Mobiles and top international countries No No 500 anytime minutes 1000 anytime minutes

 

Call and Bill Information:

A call set-up fee of 0.05p applies except to inclusive calls and certain types of specialist calls. The duration of each call is rounded up to the next whole minute before we work out the call charge. Call charges are rounded up to the next penny before VAT is added. The charge including VAT will also be rounded up to the next whole penny.

Call Charges for Business Phone Calling Plans:

The prices for calls to UK local and national numbers beginning with 01, 02 and 03 depend on the time period in which you make the call.

Calls crossing over a time period charge band, will be charged at a pro-rata call rate for each time period.

From 01/07/2015, the charge for calls to service numbers beginning 084, 087, 09 and 118 consists of a 7.98p per minute (ex-VAT) access charge, plus a service charge set by the company you called.

Due to the nature of the product, prices are added and changed regularly. We will always try to update the website; however this may be different to or not show a call tariff you have been charged.

Call Features:

Feature  Monthly cost  Single-use cost when not subscribed  Available in bundle
1471 Free N/A No
1471 Call Return N/A 10p per use No
Voicemail (1571) Free N/A No
Voicemail Plus (Call Minder) £3.00 N/A No
Reminder Call £2.50 12.5p per use Yes
Call Waiting £2.50 N/A Yes
Call Divert £2.50 N/A Yes
Ring Back £2.50 8.4p per use Yes
Anonymous Call Reject £4.00 N/A No
Caller Display £0.99 N/A Yes
Conference Call N/A 33.4p per use No

 

 Number of features  Bundle price
2 £3.00
3 £4.50
4 £6.00
5 £7.50

Buying calling features depends on whether they are available, and a minimum period does not apply.

Business Phone Early Termination Charges:

Product  Minimum period  Monthly early termination charge
Unlimited Business Broadband and Phone 24 £10.75
Unlimited Business Broadband and Phone 12 £14.75
Unlimited Business Broadband and Phone 1 N/A
Unlimited Business Fibre and Phone 24 £19.25
Unlimited Business Fibre and Phone 12 £23.25
Business Phone Only 24 £0.50
Business Phone Only 12 £2.50
Business Phone Only 1 N/A
UK Anytime call plan 12 or 24 £4.00
UK, Mobile and International 500 call plan 12 or 24 £6.00
UK, Mobile and International 1000 call plan 12 or 24 £6.75

These charges are compensatory and not subject to VAT.

 

Repair and Customer Visits:

No charges normally arise with the standard fault repair service. However, we will make a charge for new and replaced items. If the Customer requests work to repair a fault on items that we are responsible for maintaining and us or our suppliers are not able to find a fault, we will charge the Customer for the visit.

The standard requests for an engineer to visit to perform work, for example moving a socket, is £144 for the first hour and then £72 for each additional hour.

Where we arrange for an engineer to visit the Customer’s premises for activation of the service, or for resolution of a fault, the Customer will be responsible for any costs incurred owing to any of the following:

  • an engineer attends an incorrect address as provided by the Customer;
  • the site for installation does not meet the minimum requirements as agreed during the product registration;
  • an engineer arrives to carry out the installation at the address provided by the Customer, but you no longer want the installation completed;
  • entry is refused to the premises, or access cannot be gained, at the appointed time, as agreed between us and the Customer;
  • the Customer reports a fault, an engineer attends the Customer premises, and discovers the fault is not the result of the service;
  • the Customer reported problem, following request for an engineering visit, cannot be confirmed; and
  • when the Customer cancels a request for an engineering visit later than 48 hours before the scheduled visit.

If the Customer reports a fault and we find there is none, we may apply a charge of £115, plus any additional charges that we incur due to any additional time the engineer has to spend on site or equipment he has had to fit over what they would normally fit.

Premises Moves:

If a new line or cable transfer is required then a fee of £50 will be charged.

If your contract has expired a new line or cable transfer will be provided free of charge if you start a new 24 month contract.