Internet service terms 

These terms and conditions apply from 26th Jan 2020

What we provide

  1. The service we provide consists of:
  1. a high-speed internet access service available in a range of options using traditional copper wiring, fibre optic cabling or a combination of both;
  2. a range of helpdesk services; and
  3. any other applications, services and features that we may make available and which you choose to take – some of which may be subject to additional terms.
  1. We'll also provide some equipment which you'll need to use the service. Some of this equipment may need to be installed by a Stonham engineer and you'll need to agree where it is installed when we visit.
  1. Some service options need an engineer visit to install the service. These services are subject to availability and a line check. These services may not work with other services you have.

When the service starts

  1. The service starts on the date we activate it (service start date). If we have to visit to install the service, it will be activated after the installation is complete. 

Installation visits

  1. If needed, we'll agree a date with you for delivery and installation of any equipment. If the delivery of any equipment is delayed for reasons outside of our control we will let you know and take steps to minimise the delay. We will not be liable to you for such delays.
  2. If we need to change the installation date, we will try to contact you a minimum of two working days before the scheduled date.
  3. If you need to change or cancel any appointment date, you must tell us at least three working days prior to the scheduled appointment or we may charge you a missed appointment fee.
  4. During installation there must be a responsible adult present in your home. Where this person is not you, it must be someone authorised by you to make decisions regarding the location and installation of equipment.
  5. As part of the installation, the engineer will be responsible for connecting your computer to the service and will demonstrate a working internet connection to you, providing your computer meets the minimum requirements. You will be responsible for reconnecting any other online equipment you may have, such as a TV set-top box, additional computers or games consoles.

Cancellation

  1. You have a general right to change your mind and cancel the service within the first 14 days from the day after the day we accept your order. If you cancel after we start to provide the service, you must pay the service subscription charge for any period that the service was made available to you and for any use of that service not covered by the subscription charge, up to the date that you told us you wanted to cancel. You will also need to pay any connection or activation charges associated with that service – including the full cost of charges that were discounted or advertised as free as a condition of taking the service on the terms that you agreed when we accepted your order.

Additional Cancellation Rights

  1. The upload/download speed ranges that we quote when you order the service are estimates only. Once your speeds have settled (usually 10 days after activation), if you are regularly getting download speeds lower than the estimated range that we quoted in your welcome pack, you must contact us and we will try to improve the speeds.
  1. 13. Cancellation Policy: a. The User shall provide a minimum of 1 calendar month's written notice before cancelling the internet service. b. The cancellation notice should be sent in writing to the Provider's designated contact address or email. c. The User shall remain responsible for all fees and charges until the cancellation takes effect. d. In the event of early termination without the required notice, the User may be liable for any applicable cancellation fees.

Quality of Service

  1. We aim to provide a continuous, high-quality service. From time to time faults in the service may occur. We will repair these faults as soon as we can..
  2. For certain service options, we may take action to manage the network's performance during periods where there is a high demand. 

Using the service

  1. You must not use the service for commercial or business purposes unless we have given you permission to do so. If we find that you are using the service for business or commercial purposes we reserve the right to limit or terminate the service immediately.
  2. If you use the service in any way that we consider is likely to be detrimental to the provision of the service or which may adversely affect other customer's enjoyment of the service we reserve the right to restrict or terminate your service immediately. If your machine has been infected by malware (or we reasonably believe that it has) or your machine attempts to contact or access a malicious domain or url, we may take action (for example by introducing software onto our network) that will operate to prevent your machine from accessing that domain or url to protect you from possible criminal threats associated with that malware and to stop the spread of that infection on Stonhams network and your own machine.
  3. Your use of the service should be in line with our Usage Policy.
  4. Some service options have monthly usage allowances. If you go over your usage allowance, we will charge you for your additional usage and can move you to another service option that is better suited to your usage or end your agreement. If we automatically move you to another service option you will have the right to revert to your previous service option on request. You can find details of the extra usage charges in the Tariff Guide.
  5. If you have chosen to activate parental controls you understand and agree that you will only use the Stonham Domain Name Servers (DNS).

Our responsibility to you

  1. If you suffer a continuous total loss of the service at any time after we have provided it and you report it to us, we promise to put things right by midnight on the Seventh weekday (not public and bank holidays) after you have reported the fault to us unless a specific appointment date is agreed. We will treat a fault reported after 9pm on a weekday, or anytime at weekends or on a public or bank holiday, as if you reported the fault at 8am on the next weekday after the day you reported the fault to us.
  2. By continuous total loss of broadband service we mean the inability to make a connection to the internet through Stonham broadband due to a fault in any part of Stonhams network up to and including the main Ethernet socket for your property.
  3. If we do not put right a continuous total loss of service that is due to a fault in the Stonham network, we will provide a daily rate rental credit for each whole or part day we are late in repairing the service. It is equal to the daily charge of your rental for each day that applies. The daily charge is twelve times the monthly rental charge divided by 365. You will not be entitled to a rental credit if the fault relates to your Ethernet line or is due to equipment you have bought from other suppliers.
  4. You will need to contact us to claim the rental credit. We will take the amount we owe you off your next bill, unless you ask us to send you a cheque.
  5. If you suffer an intermittent loss of the service at any time after we have provided it and you report it to us, we promise to put things right. If we do not do so, we may provide you with compensation to reflect the value of the loss of service. Compensation for an intermittent loss of service will be agreed between us on a case by case basis.
  6. Where you set up parental controls, you acknowledge that individual websites are categorised for barring by our third party supplier. We are not responsible in any way for how particular websites are categorised or your continued ability to access any websites not categorised for barring.

Deferred Payment for Equipment

  1. In some cases we will allow you to defer payment of the full price of the equipment we supply for use with the service. If you then end the service within 12 months of Stonham accepting your order and you did not pay the full price of that equipment when you placed your order, then you will be liable to pay the balance – that is the price of the equipment as set out in the Tariff Guide, less any amount which you paid upfront when you placed your order, unless you end the service within the cancellation period. The deferred payment is no longer payable after you have received service for 12 months or more from the date that your order was accepted by Stonham.

Changes we may make

  1. Occasionally, we may have to interrupt the service. If we do so, we will restore it as quickly as we can. We may also make minor changes to certain technical specifications, including limits for transferring information which are associated with the service.

Changes you can make

  1. You can upgrade to another service option that is delivered in the same way as your current service option at any time and any remaining minimum period of your current service option will be carried forward to your new service option.
  2. If you upgrade to a service option that is delivered in a different way to your current service option, a new minimum period will apply and you'll need to pay any applicable activation charge for that service option.
  3. Except where you are moving home or we have changed your service option under paragraph 22 above, then for all other changes – including downgrades – a new minimum period will apply and any activation charge applicable to the service option you have chosen will be payable.
  4. If you change service option, we have the right to move you to a different billing method.
  5. Paragraphs 33 to 34 do not apply if you have the radio broadband service.

Ending your agreement

  1. If you are using any value added services, applications or features which are free of charge, these will end on the day your agreement with us ends.