Your Terms and Conditions for Plusnet Residential Services

If you're a Business customer you can view your Terms and Conditions here.

Link to Acceptable Use Policy

These Terms and Conditions are in effect from 10th June 2014.

Important - your right to cancel. You can cancel your agreement within 14 days of sign-up and only pay for the services you have used, except Plusnet Protect or BT Sport which you must keep for at least 30 days. If the service you sign up for is an additional feature, a re-contract and/or upgrade, upon cancelling the service we may revert you to your previous contract or the closest matching service.

Further details on your right to cancel are set out in the Residential Standard Terms paragraphs 10 - 14 below.

If you wish to cancel after this time, early termination charges may apply as set out in the Price guide.


Important Information

The Terms and Conditions of each service are made up of this important information and the following terms (including any other document we refer to in those terms):

  • Plusnet Residential Standard Terms;
  • The relevant service terms;
  • Any relevant special offer terms
  • The relevant Price guide;

If any of these documents contradict each other, the terms will apply in the order set out above, save where the Special Offer Terms stipulate a price which shall take precedence over the Price guide.


To go directly to a specific section of the document, please click on the links through to the relevant Service Terms or Price guide.

Service terms

Price guide


Plusnet Residential Standard Terms

What we provide

  1. We provide you with your chosen services, including Telephony, Broadband, and, any other consumer services and any equipment we provide for use with your chosen services.
  2. The terms for the services that we provide to you are made up of these Residential Standard Terms, the relevant service terms (telephony, broadband and any other consumer services and equipment we provide), the Price guide and any applicable Special Offer Terms.
  3. The services, including any equipment we provide to you under these terms must not be used for business purposes.

Providing the service (access/permits)

  1. You agree to follow any reasonable instructions that we may give you, and to allow us access to your premises if we need it.
  2. You also agree to get any permission needed from someone else if we have to cross their land or put our equipment on their premises.
  3. You agree to look after any of our equipment. If you do not do so and the equipment is damaged, you may have to pay for it to be repaired or replaced. If the equipment includes batteries you agree that you are responsible for ensuring these are recharged or replaced as required.

Where we provide the service

  1. Unless the service terms say otherwise, we will only provide the service, including delivery of any equipment, to a UK address that you give us.

When the service starts

  1. Your agreement with us starts on the date we accept your order for the service. The minimum period begins from the date we start to provide you with the service as set out in the relevant service terms.
  2. If the service is intended to last for a minimum period details will be set out in the service terms.

Cancellation

  1. You can cancel a service anytime up to 14 calendar days after the day we accepted your order (except for BT Sport or Plusnet Protect which you must keep for at least 30 days). 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, and return any equipment we supply that is needed to use that service. You will also need to pay any installation, 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. If the service you sign-up for is an additional feature, a re-contract and/or upgrade, upon cancelling the service we may revert you to your previous contract or the closest matching service.
  2. You can cancel your order for any equipment up to 14 calendar days after the day on which we deliver it to you or any person you nominate to receive it
  3. Where you cancel as set out in paragraph 10 or 11 above and are required to return any equipment to us, you must return the equipment to us (undamaged and in its original packaging) within 14 days of cancellation. Unless we agree otherwise, you are responsible for the cost of returning any equipment. We will refund anything you have already paid for the equipment, but we may reduce that refund by an appropriate amount up to the full value of the refund where the equipment is damaged, or we consider that the equipment has been used more than absolutely necessary to verify that it was fit for purpose. We may offer to collect the equipment from you and if you agree, we will charge you our reasonable costs for doing so. These rights are in addition to any other statutory rights you may have to cancel your agreement.
  4. We will treat any failure to return the equipment within 14 days of cancelling as a serious breach and immediately end your agreement in line with paragraph 42 below ("If you break the Agreement"). If we do this and you did not pay for the equipment in full - you will be liable to pay any Deferred Payment Charge (DPC) set out in the relevant service terms and/or Price guide for that equipment. If you subsequently return the equipment to us, we will waive or return any DPC we have already charged.
  5. If you cancel a service outside of the cancellation period set out in paragraph 10 above, you must give us the appropriate notice as detailed in paragraph 45 and you may be liable to pay early termination charges as set out in the Price guide.

Returning faulty equipment

  1. If you return any equipment as faulty, we may test it and if it is working, we will send it back to you. If we do so, we may charge you our costs for testing and postage. This does not affect your legal rights relating to equipment which is faulty or wrongly described.

Using the service

  1. You may only use the service for your own personal use and enjoyment. You must always follow our acceptable use policies in the way that you use your chosen services which can be found on http://www.plus.net/info2/legal/aup.html. You must not use the service or allow the service to be used to make offensive, indecent, menacing, nuisance or hoax calls or to cause annoyance, inconvenience or needless anxiety.
  2. You agree that any content, software or other copyright material we supply to you is for your own private use, and that you must not copy, change or publish the material or supply it to any other person or use it for any business purpose.
  3. If we provide you with a phone number, you agree to the following:
    1. That the number must not be advertised in or on a BT phone box. If this happens, we may suspend or end your agreement for the service. However, we will write to you before we take this action.
    2. That you do not own the phone number and that you will not transfer it to anyone else or try to do so.
  4. If you want to connect equipment to our network other than by using the main phone socket, you must get our permission. You agree not to connect equipment to our network:
    1. that does not bear the European Consumer Equipment Standards 'CE' mark; or
    2. that may harm the network or other customers' equipment.
    If you do, you must disconnect immediately.
  5. If you have an internet access service from us, you accept that you are using the internet at your own risk. You are responsible for making sure any equipment you use to access the service is protected against viruses.
  6. You are responsible for properly using any user IDs, personal identification numbers (PINs) and passwords needed for the service, if any, and must take all necessary steps to make sure that you keep these confidential and secure, use them properly and do not make these available to unauthorised people.
  7. In order to protect our network and maintain an acceptable network quality of service to all our customers, we reserve the right to restrict a user's online activities, where these activities may have a harmful or detrimental effect on the experience of other users and it is reasonable for us to do so, for instance sending spam messages or hosting a commercial website.

Moving Home

  1. If you move home within the UK, and let us know at least 10 working days before you do so, we will continue to provide your service by whatever technology is available at your new address subject to our home mover policy (as set out at http://www.plus.net/support/customer_service/house_moving.shtml), and the terms set out in the relevant service terms. For pricing see the Price guide.

Paying for services

  1. You agree to pay all charges for the equipment and the service, including any additional charges detailed in these terms or the Price guide, whether you use the service or someone else does. The method of payment will be either as set out in the service terms or as we otherwise agree with you. You agree that unless you pay your bill by direct debit, you will pay the fee detailed in point 3 of the Price guide for payment collection and processing services.
  2. We will normally bill you upfront (in advance) for any rental charges for the service. We will bill you later for any other usage charges after the event which the charges relate to. If possible, charges will appear on your next bill, but sometimes there may be a delay.
  3. You may see your bills online at http://my.plus.net/. We will email you at the email address you have provided and/or the Plusnet default email address provided if you have chosen one when you take the service from us, prior to us sending your first bill shortly after we have provided the service to you for the first time. After that, we will update your bills regularly online. However, we may sometimes send you a bill at a different time, for example if the amount of money you owe us is considerably higher than expected.
  4. You agree to pay the charges as soon as we advise you that your bill is available to view unless otherwise agreed by us. You may also need to pay a deposit or a payment upfront before you can receive the service or goods.
  5. If you do not pay your bill, we will send you a reminder or call you. If we do not receive payment within 10 calendar days of the date of that reminder, we may add a late payment charge of £7.50 to your next bill by way of compensation to us for breaking the terms of this agreement. We may also charge you £10 by way of compensation to us for any Direct Debit or cheque payments that fail because you do not have enough funds in your account. The charges set out in this paragraph are not subject to VAT.
  6. We will generally not suspend or end the service or the agreement until 14 days after your payment was due, unless the service terms or the Price guide say otherwise. However, sometimes we may take this action earlier. For example, when you reach your credit limit. To find out more on our credit limit process and any related charges, please click here.
  7. If you do not pay your bill, we may ask a debt-collection agency to collect the payment on our behalf. If we do, you will have to pay us an extra amount by way of compensation to us for breaking the terms of this agreement. This will not be more than the reasonable costs we have to pay the agency, who will add the amount to your debt on our behalf (this will depend on the amount you owe us). Any extra amount added to your bill will not be subject to VAT. This paragraph applies even if your agreement with us has ended.
  8. Where we arrange for an engineer to visit your Premises for activation of the Service, or for resolution of a fault, you will be responsible for any costs incurred owing to any of the following:
    1. an engineer attends an incorrect address as provided by you;
    2. the site for installation does not meet the minimum requirements as agreed during the product registration;
    3. an engineer arrives to carry out the installation at the address provided by you, but you no longer want the installation completed;
    4. entry is refused to the Premises, or access cannot be gained, at the appointed time, as agreed between you and us;
    5. you report a fault, an engineer attends your Premises, and discovers the fault is not the result of the Service;
    6. your reported problem, following your request for an engineering visit, cannot be confirmed; and
    7. when you cancel a request for an engineering visit later than 48 hours before the scheduled visit.

Other things we may need to do

  1. We may monitor and record calls relating to customer services and telemarketing. We do this for training purposes and to improve the quality of our customer services.
  2. Occasionally, we may have to:
    1. interrupt the service. If we do so, we will restore it as quickly as we can;
    2. change your area code or phone number, or access numbers; or
    3. make minor changes to certain technical specifications, including limits for transferring information which are associated with the service.

Our responsibility to you

  1. We accept responsibility if you are injured or die as a result of our negligence. We will not limit this responsibility.
  2. Unfortunately, we cannot guarantee that the service or the equipment we provide for use with the service will never be faulty.
  3. Unless the service terms say otherwise, we have no responsibility to pay you compensation for financial loss, for any information which is lost or corrupted, or for any loss that could not have been reasonably expected. We will not be liable to you for any losses that you may suffer if you have used the service or equipment we provide for business purposes.
  4. Except as described in paragraph 34, we will not pay you more than £10,000 in compensation (even if we have been negligent) in any 12-month period unless the service terms say otherwise.
  5. Nothing in paragraphs 34 to 36 affects your legal rights relating to equipment which is faulty or has been described wrongly.
  6. If any paragraph that limits our responsibility to you is disallowed or is not effective, the other paragraphs will continue to apply

    Matters beyond our reasonable control

  1. Sometimes we may not be able to do what we have agreed because of something beyond our reasonable control. In these cases, we do not accept responsibility for not providing you with your chosen communications services.

If you break the agreement

  1. Other than for serious misuse described in paragraph 16, we will normally give you an opportunity to put matters right within a reasonable time if you break the agreement.
  2. However, if you do not do so, we may suspend or end the agreement for the service. We may also suspend the service or end the agreement for the service if you break any other agreement you have with us and do not put matters right within a reasonable time. If we suspend or restrict the service or end the agreement for the service, we will tell you what needs to be done before we can restore the service.
  3. Sometimes we may choose to ignore if you break one of our terms and conditions, or we may choose not to enforce a particular term. Even if we do this, we can still choose to enforce that term or take action because you break that or any other term in the future.

Sorting out disputes

  1. We will try to work through any disputes that you may have with us. However, if we cannot do this, you may refer the matter to any relevant service which sorts out disputes. Details of these, and of how to refer a dispute, are set out in our Code of Practice.

Ending the service

  1. Once we have provided the service, you may tell us to stop providing it at any time with 14 days' notice, either by notifying us directly or, where you are switching provider through a recognised migration process, we will accept that provider's order notification as notice. We will accept notice from you via phone or in writing. We can stop providing the service by giving you 10 days' written notice.
  2. If we are told to stop providing the service by someone other than you, we will immediately email you, asking you to confirm that this is what you want. If we don't hear from you within 10 days we will stop providing your service 14 days later.
  3. If within any relevant minimum period you choose to end the service or you cancel your direct debit without contacting us to arrange payment by alternative means we will assume you want to end the service. If you or we end your service within the minimum period of your agreement (except where inside the cancellation period set out in these Residential Standard Terms) you will have to pay the termination charges set out for each of the services in the relevant service terms by way of compensation to us for ending your service early. If you have taken a service that does not have a minimum period you will not have to pay termination charges. You can find details of these charges in the Price guide.
  4. If you or we end the agreement for the service, we will pay back to you any money we owe you relating to that agreement. We will first take off any money you owe us under that agreement or any other agreement between us.

Changing these Terms (notification)

  1. Sometimes, we will need to change the charges and the Terms and Conditions of the service. We will publish details of all changes online at http://www.plus.net.
  2. We will also let you know about a price increase or a change to the Terms and Conditions that we believe is likely to cause you material disadvantage at least one month before it happens. We will let you know about other price changes and changes to the Terms and Conditions via email to the contact email address on the account and by adding a service note to your account. Account Service Notes can be viewed at http://contactus.plus.net/
  3. For changes we need to make to meet legal and regulatory requirements, we may not be able to meet the timescale detailed in paragraph 50. We will let you know about these changes as soon as we can.
  4. If we have made a change which is to your material disadvantage then if you decide to end our agreement with us early then, you will not have to pay a charge for doing so unless there are any charges or payments we have deferred or the Price guide says otherwise. However, once we have told you about such a change, you must let us know within 30 days of us notifying you of the change if you want to end the agreement by giving us notice in accordance with paragraph 45. Only the services that are directly affected by the changes we make can be ended without paying an early termination charge for that service and this agreement will continue to apply to any other services that are not affected by those changes.

Other things we need to tell you

  1. You accept that the agreement for the service is personal to you and agree not to transfer it to anyone else, or to try to do so. However, we may take instructions from a person who we think, with good reason, is acting with your permission.
  2. If you wish to give us notice you must do so using one of the following mechanisms. No other form of communication will be accepted, unless specifically stated otherwise in this agreement:
    1. To us: by phoning our customer options team or in writing to:
      Plusnet Plc
      The Balance
      2 Pinfold Street
      Sheffield
      S1 2GU
      UK
    2. We will give notice to you at the appropriate website using the Help Assistant tool or email to the address provided by you and/or the email address we have provided to you as part of the service if you have chosen one when you take the service from us, or by post to the address provided by you in the Customer Order.
    3. Any notice given by the Help Assistant tool or by email shall be deemed to be served on the day of transmission. In the case of written postal notice, notice shall be deemed to have been served on the date of acceptance by signature of the recorded delivery or 2 Working Days after the date of posting, whichever is sooner.
    4. If you do not choose to take an email address provided by Plusnet, it is your responsibility to provide us with a valid email address of which it is your responsibility to keep up to date on your account.
    5. We will let you know about all service and price information and other related communications by writing to you via the contact email address you have provided and/or the Plusnet default email address if you have chosen one when you take the service from us. We will also provide the same information by adding a service note to your account. In the event that your email address is not up to date then it is your responsibility to check for service notes on your account. Account Service Notes can be viewed at http://contactus.plus.net
    6. No third party is entitled to enforce any term under this agreement under the Contracts (Rights of Third Parties) Act 1999.
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Plusnet Broadband Family service terms

What we provide

  1. The service we agree to give you comprises:
    1. a high-speed network access to the internet that is delivered over a Plusnet or BT compatible telephone line;
    2. helpdesk services; and
    3. any other applications and features as described at http://www.plus.net/broadband.
    4. You will need to have a Plusnet or BT telephone line to enable you to receive your Plusnet Broadband service.
  2. We'll also provide some equipment which you'll need to use the service. Some of this equipment may need to be installed and you'll need to agree where it is installed when we visit.

When the service starts

  1. The service starts on the day we send you any equipment required to use the service, or on the day we activate the service whichever is later. If your service has a minimum period it will begin on the service date. Your minimum period for the service can be 12, 18, or 24 months depending on the service you choose.
  2. We guarantee that the equipment that we send you in line with paragraph 2 will work to the relevant specification for at least 12 months and will be free from faulty design, manufacture or materials. If at any time during the first 12 months you find that the equipment is not working properly you may return it to us and we will replace (or at our option) repair it.
  3. We will not be responsible for any defects arising from fair wear and tear, accidental or wilful damage, misuse or failure to follow our instructions.

Cancellation

  1. The Broadband line speed that we quote when you order the service is an estimate only. Once your Broadband speed has settled (usually 10 days after provision), if you are always getting line speeds lower than the estimated range that we quoted, you can contact us any time within the first 90 days after you ordered the service and we will try to improve the speed. If, despite any improvements we try to make, the line speed you get is significantly lower than the estimated range we quoted you when you placed your order for the service (go to Speed Check Estimates for more details) you will be entitled to cancel your broadband contract without paying a charge for ending it early subject to you following our instructions to resolve the problem.

Quality of Service

  1. We aim to provide a continuous, high-quality service but we do not guarantee either the quality of the service or that the service will be available at all times. From time to time faults in the service may occur. We will repair these faults as soon as we can.
  2. The quality of the Plusnet Broadband Family service is dependent on geographic, atmospheric or other conditions or circumstances beyond our control.
  3. We may also take action to manage the network's performance during periods where there is a high demand. Please refer to http://www.plus.net/support/broadband/speed_guide/ for more details.

Using the service

  1. If you go over your usage guideline, we may charge you for your extra usage, upgrade you to another Plusnet Broadband option that is better suited to your usage or end your agreement. You can find details of the extra usage charges in the Plusnet Broadband Family Price guide. If we upgrade you to another Plusnet Broadband Family option, any remaining minimum period will be carried forwards to your new product.

Changing your Plusnet Broadband service

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. If you want to change to another Plusnet broadband service you may do so at any time. If you have a minimum period remaining this will be carried forward to your new product and your termination charges will be updated to reflect your new plan. Details of product termination charges can be found in the Price guide.
  2. If you want to change to a Fibre Broadband service you may do so at any time. The Fibre Broadband service terms will apply.
  3. If you want to add a new service to your account you may do so at any time. If you do this you will need to agree to a new minimum term for the service and pay any applicable set-up charge. You will also be subject to your new services termination charges details of which can be found in the Price guide.
  4. If you move house during your minimum period, and continue to receive a Plusnet Broadband service, a new minimum period of 12, 18 or 24 months depending on the service you choose will start, replacing the existing one. Other house move charges may also apply as set out in the Price guide.
  5. For all other changes a new minimum period will apply unless you are moving home or we have changed your service under paragraph 10.
  6. If you change service, we have the right to move you to a different billing method.

Ending your agreement

  1. If you choose to end your Plusnet Broadband service within the minimum period (except where inside the cancellation period set out in the Residential Standard Terms), you will have to pay a termination charge by way of compensation to us for ending your service early. This charge will be calculated by multiplying the number of months remaining in your minimum term by a monthly early termination charge, as set out in the Price guide. This charge will not be subject to VAT.
  2. If you choose to end your agreement for the service and you do not request and use a migration access code (MAC), or do not use another recognised migration process you will be subject to the broadband cease charge as shown in the price guide. You will not have to pay this charge if you are moving home and we are unable to provide the service at the new UK address.
  3. If you are using any services, applications or features that we provide which are free of charge, these will end on the day your agreement with us ends.

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 end the service within 12 months of Plusnet accepting your order and you did not pay the full price of that equipment when you placed your order, then you are liable for the balance - that is the price of the equipment set out in the price guide, less any amount which you paid upfront when you placed your order, unless you end the service within the cancellation period (as detailed in paragraph 10 of the Residential Standard Terms). 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 Plusnet.
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Plusnet Fibre Optic Broadband Service Terms

What we provide

  1. The service we agree to give you comprises:
    1. a high-speed fibre broadband service that is delivered over a Plusnet or BT compatible telephone line;
    2. helpdesk services;
    3. any other applications and features as described at http://www.plus.net/fibre-broadband/
    4. installation of network equipment required to enable you to use the service
  2. The equipment we agree to give you includes a:
    1. data extension kit (required only if there is no double power socket near your telephone master socket). If required, the engineer will ask for your agreement to install during his installation visit.
    2. you will need to have and keep a Plusnet or BT telephone line for the duration of the service. An engineer installation visit will be required where no working fibre installation already exists. The provision of Plusnet Fibre is subject to availability and a line check. The service may be incompatible with other services you have.

When the service starts

  1. The Plusnet Fibre service is subject to a minimum period of 18 or 24 months depending on the service chosen. The fibre service and the minimum period will start on the day we install the fibre service (the fibre service start date). We will agree a date with you for delivery and installation of any equipment, but all dates are estimates and we cannot guarantee we will meet them.
  2. 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.
  3. 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 ( e.g. if a data extension kit is required).
  4. On the day of installation, prior to visiting your home, the engineer will need to disconnect your phone line for a short period. If possible you should make alternative arrangements to enable you to make calls to emergency services during this period. If you already have broadband, this will also be taken out of service during the installation.

Cancellation

  1. The Broadband line speed that we quote when you order the service is an estimate only. Once your Broadband speed has settled (usually 10 days after provision), if you are always getting line speeds lower than the estimated range that we quoted, you can contact us any time within the first 90 days after you ordered the service and we will try to improve the speed. If, despite any improvements we try to make, the line speed you get is significantly lower than the estimated range we quoted you when you placed your order for the service (go to Speed Check Estimates for more details) you will be entitled to cancel your broadband contract without paying a charge for ending it early subject to you following our instructions to resolve the problem.

Quality of Service

  1. We aim to provide a continuous, high-quality service, but we do not guarantee either the quality of the service or that the service will be available at all times. From time to time faults in the service may occur and maintenance on the network may be required which causes disruption. We will repair these faults as soon as we can and perform network maintenance when the network is least busy.
  2. We cannot provide Plusnet Fibre in all parts of the United Kingdom.
  3. We may also take action to manage the network's performance during periods where there is a high demand. Please refer to http://www.plus.net/support/broadband/speed_guide/ for more details.

Using the service

  1. If you go over your usage guideline, we may charge you for your extra usage, upgrade you to another Plusnet Fibre option that is better suited to your usage or end your agreement. You can find details of the extra usage charges in the Plusnet Price guide. If we upgrade you to another Plusnet Fibre product, any remaining minimum period will be carried forward to your new product.
  2. You will need to meet any requirements set out online at http://www.plus.net/fibre-broadband/ and have your Plusnet or BT telephone service activated, working and having passed a minimum line speed test that we will perform in order to receive the service.

Changing your Plusnet Fibre service

Changes we may make

  1. Occasionally, we may have to interrupt the service. If we do, 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. If you upgrade to Plusnet Fibre from any Plusnet broadband package, you will need to agree to a new a new minimum period of 18 or 24 months depending on the service you choose and pay any applicable Plusnet Fibre set-up charge.
  2. If you move house during your minimum period, and continue to receive a Plusnet Fibre service, a new minimum period of 18 or 24 months depending on the service you choose will start, replacing the existing one. Other house move charges may also apply as set out in the Price guide.
  3. If you move home during the minimum period, to a part of the UK where Plusnet do not offer a fibre service, customers may move from the fibre service to a Plusnet broadband package without penalty. Other house move charges may also apply as set out in the Price guide.

Ending your Agreement

  1. If you choose to end your Plusnet Fibre service within the minimum period, (except where inside the cancellation period set out in the Residential Standard Terms) you will have to pay a termination charge by way of compensation to us for ending your service early. This charge will be calculated by multiplying the number of months remaining in your minimum term by a monthly early termination charge, as set out in the Price guide. This charge will not be subject to VAT. The only exclusion to this is if you move home to a part of the UK where Plusnet do not offer a fibre service.
  2. A broadband cease charge, as set out in the Price guide, is payable if you cease your Plusnet service and do not request and use a migration access code (MAC), or another recognised migration process to move to another service provider. You will not have to pay this charge if you are moving home and we are unable to provide the service at the new UK address.
  3. If you are using any services, applications or features that we provide which are free of charge, these will end on the day your agreement with us ends.
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Plusnet Talk Service Terms

What we provide

  1. The service we agree to give you comprises:
    1. installation or takeover and rental of a fixed Plusnet telephone line;
    2. the facility to make or receive a phone calls including the ability to send or receive information, for example, from computers using your telephone line;
    3. we will provide you with a Call Allowance and;
    4. one phone number for each fixed telephone line that you rent from us, which we will make ex-directory unless you tell us not to. If you wish to change your directory status, please contact us in writing via the Help Assistant.
  2. The Talk Service terms and Price guide operates independently to the Broadband Service terms and Price guide. Any change to these terms do not impact your Broadband Terms and any changes to your Broadband Terms do not impact these Talk terms.
  3. If your installation requires extensive new construction above the standard needs we may charge you for this. We will attempt to advise you of these charges before any work is undertaken, however this may not always be possible.

When the service starts

  1. We will agree a date with you for installation or takeover of your telephone line. We will begin the service once any work we need to do is completed on that date. If your service has a minimum period it will begin on the service start date. Unless you pay in advance for your line rental (Line Rental Saver) the minimum period for this service can be 12, 18 or 24 months depending upon the service you choose. If you take another service with a longer minimum period and which requires a telephone line, then this minimum period will apply to your Plusnet Talk service.
  2. Plusnet will use reasonable endeavours to provide the Service by the date agreed with you, but all dates are estimates and Plusnet has no liability for any failure to meet any date.

Quality of the service

  1. We aim to provide a continuous, high-quality service.

Using the service

  1. If you use any inclusive Calling Plan in a different way to how it should be used (for example, you use a Calling Plan for telemarketing), we may suspend or end the service immediately. Otherwise we may on 30 days notice transfer you from any inclusive Calling Plan, for example Plusnet Talk, to a Line Rental only.

Other Information

  1. We cannot and do not guarantee that we will provide or transfer any or all services or equivalents to Additional Calling Features you may have active with your previous provider save as set out in the product description.
  2. We do not provide you with any equipment as part of a Plusnet Talk product, such as your telephone or any other hardware or services.
  3. When we provide you with the Service, we will use the reasonable skill and care of a competent service provider. We cannot and do not guarantee that the Service will be fault free. Should faults occur we will use reasonable endeavours to correct such faults.
  4. Should you transfer to a Plusnet Talk product of similar service from a third party service provider, we will use reasonable endeavours to keep your existing telephone number during the transfer, however we cannot guarantee this. From the date of your transfer to Plusnet your existing telephone number will automatically be listed by us as Ex Directory. You can request to change your directory status by contacting us in writing via the Help Assistant.
  5. You authorise us to act on your behalf in all dealings with BT or any other network operator or service provider in connection with the Service, and in particular you consent to BT or any other network or service provider (as applicable) providing us with access to, and transferring to us or any nominated third party, any personal data of yours (and other relevant information) to allow us or any nominated third party to connect you to, and provide you with, the Service.
  6. Where the Service is being or has been used inappropriately as defined in paragraph 15 in the Plusnet Residential Standard Terms, or we suspect that the Service is being or has been used inappropriately, we may contact the police and/or co-operate with the police or any regulatory or similar or relevant authority or body in connection with any misuse. We may pass on your personal details and personal data to these authorities or bodies, in particular where we are required to do so by law, and you consent to such use of your personal details and personal data.
  7. We may use a nominated third party to connect you to, and/or provide you with, the Service.
  8. We may accept instructions regarding the Service from any person who reasonably appears to be acting on your authority. Any agreements made on your behalf by such a person will be binding on you and subject to these Conditions.
  9. Call data records will be kept for the purposes of billing, backup, problem solving, network management, marketing, in relation to any inappropriate use as defined in paragraph 14 and where required by law.

Changes we may make

  1. We may have to alter the Service including your phone number and/or STD code for operational reasons.
  2. If any operator shall discontinue the provision of telecommunications services to Plusnet or shall alter, modify, expand, improve, maintain, repair, suspend or otherwise change the telecommunications services or any part thereof provided to us, we shall be entitled to discontinue, alter, modify, expand, improve, maintain, repair, suspend, disconnect or otherwise change the Service to you as necessary.

Changes you can make

  1. If you want to change to another Plusnet call plan you may do so at any time. If you have a minimum remaining period this will be carried forward to your new plan and your termination charges will be updated to reflect your new plan. Details of product termination charges can be found in the price guide
  2. If you want to add a new service to your account you may do so at any time. If you do this you will need to agree to a new minimum term and pay any applicable set-up charge. You will also be subject to your new services product termination charges details of which can be found in the Price guide
  3. If you are an existing customer and move home, we will provide you with telephone service at your new address in line with our home mover policy and Price guide. If you paid annually in advance for your line rental at your old address, you can carry over your existing agreement to your new address. You may take any remaining minimum term for your existing call plan with you and you may change your calling plan as set out in paragraph 19 above.

Our responsibility to you

  1. If we have arranged an engineer visit at a time pre-confirmed with you and you are without Service by reason of a fault with the Service, you may be entitled to claim back charges relating to the Service which have accrued during the period when the Service is unusable ("compensation") if we fail to keep that appointment with you. Any compensation will be calculated on a pro-rata basis in accordance with your Subscription fees only.
  2. Any compensation awarded will be payable solely as a credit against your next monthly invoice and in accordance with the following conditions:
    1. The maximum compensation claimable for each line is £180 per annum;
    2. Compensation is payable entirely at our discretion and will be given as a gesture of goodwill not as an admission of liability;
    3. Plusnet's liability for any fault in the Service shall be limited to the compensation. You agree that payment of any compensation shall be in full and final settlement of any loss or damage suffered by you as a result of any failure to provide the Service.
  3. Compensation cannot be claimed in accordance with paragraph 22 in the following circumstances:
    1. you have not made a claim for compensation within 30 days of the fault being reported to us; or
    2. the failure is due to an outage which is not isolated to your line, for example network wide outage; or
    3. the failure is due to matters beyond our reasonable control; or
    4. we suspend your Service in accordance with paragraph 13 or you are in breach of any term of the Agreement; or
    5. through no fault on our part, we are unable to carry out any necessary work on your Premises; we are unable to gain access to your Premises; we are unable to agree an appointment date; the work is aborted; or we require information or assistance from you to prove the Service but are unable to gain this assistance or information.
  4. If you elect to use another provider for some or all of your calls we may at our sole discretion decide to:
    1. bar your use of IDA or CPS codes;
    2. charge you a higher fee for your use of the Service;
    3. terminate this Agreement; and/or
    4. disconnect all or any part of the Service.

Repair and customer visits

  1. No charges normally arise with the standard fault repair service. However, we will make a charge for new and replaced items. If you ask us to carry out work to repair a fault on items that we are responsible for maintaining, and we are not able to find a fault, we will charge you for the visit.
  2. The standard requests for an engineer to visit to perform work in paragraph 22, and any standard requests, for example moving a socket are chargeable, for current prices see the Price guide.

Ending your Agreement

  1. If you choose to end your Plusnet Talk service within the minimum period (except where inside the cancellation period set out in the Residential Standard Terms), you will have to pay a termination charge by way of compensation to us for ending your service early. This charge will be calculated by multiplying the number of months remaining in your minimum term by a monthly early termination charge, as set out in the Price guide. This charge will not be subject to VAT. The only exclusion to this is if you have paid in advance for your line rental. Early termination charges will still apply for other services you have with Plusnet.
  2. If you paid in advance for line rental this is non-refundable. Early termination charges will apply for any other service that no longer works as a result of ending your Plusnet Talk service.
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Line Rental Saver Service Terms

  1. Line Rental Saver is available to new and existing Plusnet residential customers for a single advance payment of £155.88 (inc VAT).
  2. If you cancel Line Rental Saver within fourteen days of your order you will get a full refund on your advance payment to the debit or credit card you paid with. Otherwise the Line Rental Saver charge is non-refundable.
  3. Line Rental Saver provides 12 months standard telephone line rental with no minimum contract term for a reduced equivalent monthly charge of £12.99.
  4. Line Rental Saver includes no calls as standard for customers who took a phone package on or after 8th May 2013.
  5. Line Rental Saver includes Evenings and Weekends as standard for customers who took a phone package before 8th May 2013 and have not changed package.
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Plusnet Broadband Phone Service Terms

Provision of Service

  1. The Service is currently only available to customers of Plusnet's broadband services.
  2. Occasionally Plusnet may give the Customer instructions which it believes are necessary for reasons of health, safety, security or the quality of any telecommunications service provided by Plusnet to the Customer or any other customer;

Providing your service

  1. Plusnet Broadband Phone has a minimum period of 1 month. There are no network connection charges.
  2. Plusnet Broadband Phone is only available to Plusnet Broadband customers with an active broadband service.

Paying for the service

  1. You can find all product pricing and tariff information in the Plusnet Price guide.

Connection of Equipment to the Service

  1. The service will allow calls between SIP (Session Initiation Protocol) enabled devices and between PSTN (Public Switched Telephone Network) fixed or mobile telephone networks in the UK or abroad. The service is designed to function with other SIP networks. A list of SIP Service Partners is available here. Changes will be notified in advance via the Broadband Phone member area and Announcements areas of our website and we will endeavour to provide at least 5 days notice before changes take effect.
  2. In order to use the Service customers must download the recommended software available from the Broadband Phone portal. Plusnet do not offer or recommend any particular SIP-compatible hardware. Although we do not support SIP hardware, our Community site members regularly list hardware configurations at http://community.plus.net/forum/index.php/board,39.0.html
  3. The customer must ensure that any equipment:
    1. connected to or used with the Service is connected and used in accordance with any applicable instructions, safety and security procedures; and
    2. attached (directly or indirectly) to the Service is compliant with any relevant legislation.

Use of the Service

  1. The Service is intended for sending and receiving voice transmissions over the Internet. Customers understand that:
    1. The service is not intended as a like-for-like replacement for PSTN telephone services.
    2. Customers must retain a PSTN telephone line in order to use the Service.
  2. Plusnet makes no guarantees as to the availability or functionality of the Service.
  3. The service can be used to make emergency calls including 999 calls. In order to connect your 999/112 call to the emergency services we are required to pass on your location information (address and caller line identification number) to the National Emergency Location information database. This is so we can provide your whereabouts in instances where you are unable to do so. We ask that you to provide a true representation of your whereabouts using the Emergency Address details wizard at this link. It is your responsibility to keep this location information up to date - we will not update the details if you move house. By default, we will provide the fixed line address your Broadband service is connected to. For more information on how to use the Emergency Address details please click this link.
  4. All Broadband Phone products also allow calls to directory enquiry numbers provided there is sufficient credit available.
  5. In order to maximise service availability for all Customers, the maximum call duration is 120 minutes for a single call. If you reach this duration, your call will disconnect automatically and you will be able to reconnect immediately.
  6. Plusnet Broadband Phone services are fully PATS compliant. The Ofcom PATS conditions can be found at this link. Plusnet provides a full list of PATS compliant services for customers with special requirements. Click here to view a list of our services.
  7. The Service is intended to give you continuous connection, however there may be occasions which are not within our control where the service is not available or there is a degradation in quality of voice calls. Such occasions include, but are not limited to: availability of your broadband connection due to service faults, mistakes with customer configuration, computer viruses, availability or quality of connections with our suppliers to the telephone network, power disruptions or weather conditions.
  8. If a geographic number (one that begins with 01 or 02) is not available, we have the right to issue you with a non-geographic number (one that begins with a number other than 01 and 02).
  9. Where we have provided the service free or as part of another package and you allow more than 90 days to pass after the last time you used it to make an outgoing call, your agreement for the service will end automatically and you will lose your Plusnet Broadband Phone number.

Other Information

  1. If you end your Plusnet Broadband service your Plusnet Talk service will also end.
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Plusnet Protect service terms

What we provide

  1. The service we agree to give you is a suite of PC security software, including anti-virus and personal firewall, with automatic updates via the Internet.

When the service starts

  1. You can only sign up for the service online at www.plus.net. This agreement will start when we have accepted your order. We will then start the service by making the software available for you to download.

Cancellation

  1. You may cancel your agreement for the service before the service starts. If you do so we will not charge you for the service.

Quality of the service

  1. Although we attempt to provide you with the best possible service, we cannot guarantee that the service will never be faulty. However, all reported faults will be resolved as soon as is reasonably possible.
  2. If there is a fault with the service you should contact us. Details of how to contact us can be found in the Help section of the software or at www.plus.net.

Paying for the service

  1. If chargeable, you agree to pay the charges for the services that appear on your Plusnet bill. You can see you bill online at www.plus.net.

Your use of the software

  1. Use of the software is at your own risk and in accordance with the End User Licence Agreement. Use of the software is subject to any applicable laws. We have no responsibility for any goods, services information, software or other materials you obtain when using the software.

Changes we may make

  1. We may occasionally upgrade and/or make improvements to your service. If we do this we will give you prior notice of the change and provide you with instructions that you need to follow when a change has taken place.

Ending your service

  1. You may end your service on 14 days notice to us.
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Service Terms for BT Sport from Plusnet on the Sky Digital Satellite Platform ('BT Sport')

General

  1. BT Sport is a subscription pay TV service from British Telecommunications plc (BT) that allows access to content on the BT Sport Channels, comprising BT Sport 1, BT Sport 2 and ESPN which are made available to Plusnet customers who sign up to receive this service.
  2. BT Sport from Plusnet does not include access to any online content made available by BT via the BT Sport website at www.btsport.com or on smartphones or tablets via the BT Sport App. These facilities do not form part of the BT Sport service from Plusnet.
  3. In order to receive BT Sport from Plusnet, you will need to have:
    1. an existing contract with Plusnet for Plusnet broadband or fibre broadband;
    2. an active viewing card from Sky Subscribers Services Limited (SSSL);
    3. a compatible Sky set top box; and
    4. a compatible Sky satellite dish
  4. Plusnet will then provide you with access to BT Sport on the Sky Digital Satellite Platform via an authorised satellite decoder from Sky (Sky satellite receiver box) and registered viewing card using Sky's conditional access encryption system. To be able to access BT Sport in HD you will need a BT Sport HD subscription from Plusnet and an HD enabled Sky satellite receiver box connected to an HD ready television using an HDMI cable.
  5. You will be able to access the BT Sport channels on the Sky Digital Satellite Platform as soon as SSSL enables your viewing card to receive it (the Service Start Date).

Viewing card

  1. Your viewing card acts as a key so that you can unlock (decrypt) the BT Sport Channels. Having the viewing card does not mean you have the right to receive the BT Sport channels. You do not own the viewing card, which remains the property of SSSL. You must return the viewing card to SSSL if they ask you to.
  2. If you do not have an active viewing card from SSSL, or your existing viewing card has a viewing card number lower than 360 000 000, SSSL will provide you with a new viewing card. You will not be able to access the BT Sport Channels on the Sky Digital Satellite Platform until your new viewing card arrives and has been activated by SSSL.
  3. Only you may use the viewing card which SSSL send to you. You can only use the viewing card at your home address where the service is registered and only with the set top box that is registered to receive BT Sport. You must only use the viewing card for private viewing purposes.
  4. If you give the viewing card to anybody else, SSSL can make it invalid and/or terminate your access to BT Sport.
  5. Your viewing card must be kept in your set top box at all times. You will need to keep the set top box connected to a mains supply and suitable broadband/telephone service in standby mode when not in use in order to receive software updates. The software in your set top box remains the property of Sky.
  6. You must not tamper with the viewing card or use it for anything that SSSL does not authorise.
  7. SSSL shall be entitled to disclose your name, address and the services you receive via the viewing card as part of the proper administration of the Sky Digital Satellite Platform.
  8. Your viewing card must not be used outside the United Kingdom, the Channel Islands and the Isle of Man and any change of address must be notified to Plusnet immediately.

Your Use of BT Sport

  1. BT Sport is intended for home use only. Any content provided as part of the BT Sport channels and any recordings of such content should only be viewed in the private household or dwelling to which your subscription to BT Sport is registered.
  2. Your subscription to BT Sport only allows you to access the BT Sport channels via one Sky satellite receiver box per customer account.
  3. You must not access or use BT Sport for any improper or unlawful purpose and you must not allow anyone else to do the same.
  4. Your use of BT Sport and any software required to access or use BT Sport is protected by intellectual property laws and this contract.
  5. All copyright, trade-marks and all other intellectual property rights in all material or content provided on BT Sport will remain the property of BT or, where applicable, BT's third party content partners. Plusnet is authorised by BT to hereby grant you a licence to use such rights for your personal use of BT Sport only, in accordance with this contract.
  6. You must not do or authorise others to do any of the following:
    1. make unauthorised or unlawful recordings of any content provided via BT Sport;
    2. reproduce any recording made using your Sky satellite receiver box;
    3. re-distribute or re-broadcast any content provided via BT Sport;
    4. reproduce any recording made from BT Sport;
    5. display any content in retail, business or commercial premises or for any business or commercial purpose;
    6. sell or make any charge for watching or using any part of BT Sport; or
    7. show any part of BT Sport in public to an audience, even if no charge is made.
  7. We may prevent the copying of any content from BT Sport.
  8. You are responsible for setting up and maintaining any parental controls that may be available to govern access to BT Sport. Some BT Sport Content may not be suitable for viewing or use by persons of all ages. For this reason, it is your responsibility to ensure that the content viewed or used is suitable for those viewing or using it (including children). Plusnet are not responsible for this.

Quality of Service

  1. We cannot guarantee that BT Sport will be available at all times. From time to time faults may occur and BT will repair these faults as soon as they can.
  2. The quality of the BT Sport Channels provided over the Sky Digital Satellite Platform is dependent on the quality of the broadcast from Sky's satellite(s) and the quality and positioning of your television satellite dish. Plusnet are not responsible for this.

Content Availability

  1. BT may vary or withdraw the content available on the BT Sports Channels at any time. The amount of broadcast hours may be varied at any time and the BT Sport Channels may be encrypted or decrypted at any time. We will tell you as soon as possible if BT intend to significantly change the availability or programme content on BT Sport, but Plusnet does not guarantee that it will be able to tell you in advance of any such changes.

Price Changes

  1. Plusnet may increase the price for BT Sport at any time during your subscription. If we do so Plusnet will give you 40 days' advance notice and you will have the opportunity to end your subscription without paying the higher price provided you let us know within 10 days of the date of the letter.

Our responsibility to you

  1. Plusnet do not provide equipment for you to access BT Sport on the Sky Digital Satellite Platform and we have no responsibility for any faults with equipment that you use, or incompatibility of equipment with the viewing card or any damage such equipment may cause. Please contact your equipment retailer in the event of any problems.

Charges

  1. To be eligible for the quoted price your Plusnet Broadband must be with the same account holder at the same address that BT Sport on the Digital Satellite Platform is provided.

Multiroom

  1. Your BT Sport subscription will only work on the Sky satellite receiver box tied to the individual viewing card you subscribed to BT Sport with. There is no multi-room viewing available for BT Sport, and you will not be able to use the Sky Multiroom service to access BT Sport on more than one Sky satellite receiver box.

Changes we may make

  1. Content on the BT Sport channels should be available at the times shown on the Sky Electronic Programme Guide (EPG), but these times may vary and we have no liability to meet them.
  2. Sometimes we may do things or ask you to do things that we think are necessary to safeguard the security or quality of the BT Sport service from Plusnet.

Our Right to End or Suspend BT Sport

  1. We may immediately suspend or end your access to BT Sport if:
    1. you fail to pay for BT Sport or pay using a method other than that which we have agreed with you; or
    2. we reasonably believe that you are using BT Sport in a way that does not comply with these terms and conditions.
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