Prices and charges
Last updated 1 Nov 2024
Applicable from 19th August 2024
The prices set out in this Price Book are our standard charges for services and ancillary items. Your order for our services may be subject to any specific pricing or special offer that was included in your order and confirmed in your order confirmation or pre-order confirmation. Unless otherwise defined in this Price Book, any words highlighted in bold type have the meaning given to them in section 1 of the Terms and conditions.
Home Full Fibre Broadband Charges - 24 month (one router included)
Product | Price inc VAT (monthly) | Minimum Term | ||
|---|---|---|---|---|
C-900 | £42 | 24 Months | ||
C-500 | £35 | 24 Months | ||
C-150 | £28 | 24 Months |
Home Full Fibre Broadband Charges - 12 month (one router included)
Product | Price inc. VAT (monthly) | Minimum Term | ||
|---|---|---|---|---|
C-900 | £47 | 12 Months | ||
C-500 | £40 | 12 Months | ||
C-150 | £33 | 12 Months |
Add-ons
Item | Cost | When you'll pay it | ||
|---|---|---|---|---|
Wi-Fi mesh | £7 per device, per month | When purchased |
Early release fees
Early Release Fees (fees listed are ex VAT, these fees will be multiplied by number of remaining contracted months, plus VAT):
Early Release Fees are calculated as follows:
- We start with the remaining amount you were due to pay from the date of termination to the end of the minimum period.
- We take off VAT.
- We take off an amount of £0.55 per month for each month remaining until the end of the minimum period to reflect the costs we save as a result of you leaving early, e.g. payments to suppliers.
- We add VAT to the final amount to create the early release fee.
Product | Fee(s) | When you'll pay it | ||
|---|---|---|---|---|
C-150 | £22.78 | A charge incurred where a customer ends their contract prior to the end of their minimum term’ | ||
C-500 | £28.62 | A charge incurred where a customer ends their contract prior to the end of their minimum term | ||
C-900 | £34.24 | A charge incurred where a customer ends their contract prior to the end of their minimum term |
Setup fees and additional charges
Item | Cost | When you'll pay it | ||
|---|---|---|---|---|
Connection Fee (Standard installation) | £157.20* | Connection of physical optical fibre network and ONT to the customer’s premises | ||
Connection Fee (Non-standard installation) | £286.80* | An installation is not possible to be completed under the standard installation guidelines and additional work is required. Additional charging should be agreed pre committing to works | ||
Activation Fee | £30 one off* | When activating a customer’s service for the first time, a one-off charge will apply to configure the equipment to enable the customer to use the broadband services | ||
Cancelled Installation Fee (24 – 48hrs pre install) | £35.40 | Charge is applied when a customer has advised they wish to cancel their installation appointment 24-48 hours prior to the engineer attending the booked appointment slot | ||
Cancelled Installation Fee (Within 24 hours pre install) | £70.80 | Charge is applied when a customer has advised they wish to cancel their installation appointment within 24 hours of the engineer attending the booked appointment slot | ||
Wasted Visit Fee | £70.80 per visit | This charge is applied where an engineer has attended the appointment within the allotted time but has been unable to access the property or carry out required works due to the customer not being in attendance, someone over 18 not being present, or health & safety issues preventing the work being caried out in a safe manner.
May also be known as an aborted installation fee | ||
Premises Move Fee | £70.80 | Where an engineer visit is required to undertake work in relation to a customer moving home | ||
No Fault Found Service Fee | £128.40 | A charge for an engineer visit where no fault is found on the network and may be due to customer equipment or user fault | ||
Reactivation Fee | £157.20 | Where an engineer visit is required to undertake work to reconnect a customer following service suspension | ||
Replacement of damaged ONT | £50.40 | Cost of replacing the ONT itself (i.e. the product)
Cost of a standard installation visit is also added for an engineer to replace the ONT | ||
Replacement router or Wi-Fi mesh fee | Up to the value of the recommended retail price per device | Repair or replacement of router or Wi-Fi mesh device due to damage, or when a customer fails to return a router or device to us when requested.
Amazon eero Pro 6E router Recommended Retail Price: £249 | ||
Engineer call out charge | £144 per hour | A charge for an engineer visit of up to an hour and for every hour or part-hour after that. | ||
Failed Equipment Return | Up to £128.40 | If you fail to return the router to us when you leave, this will be subject to a charge which will vary depending on the age of the device | ||
Regrade Fee | £30 | This charge may be passed onto customers who decide to downgrade their tier of service (package speed) whilst in contract subject to promotional Terms & Conditions |
*Connection Fees and Activation Fees are currently free.