Terms of service
1. Services Provided & Contract Length
FibreStream Communications provides the following services under this contract:
• Broadband Internet
• VoIP (Voice over Internet Protocol) Services
• VoIP Handsets
• Sim Cards
• Mobile Handsets
The specific services included in your agreement are outlined in this contract.
This agreement has a minimum contract term of XX months, as detailed in Section 5.
2. Broadband Speed & Performance
2.1 Speed Estimates – The estimated speeds for FibreStream broadband services are:
2.2 Performance Commitment – Speeds may vary due to:
• Network congestion
• Customer premises equipment
• External interference
2.3 Service Guarantee – If your broadband speed regularly falls below the minimum guaranteed download speed, you must report the issue to us. We will investigate and attempt to resolve the issue within 30 days from the date it was first reported.
• If we cannot resolve the issue within this period, you have the right to cancel your service without penalty.
• If the issue is resolved and confirmed as fixed by you, but later reoccurs or a new performance issue arises, the 30-day countdown will restart from the date of the new issue report.
3. Equipment Supplied & Costs
FibreStream provides the following equipment, which remains our property:
3.1 Equipment Ownership – All supplied equipment remains the property of FibreStream Communications.
3.2 Equipment Return – Customers must return all equipment within 30 days of service termination.
3.3 Failure to return equipment within 30 days will result in a charge for the full value of the equipment plus a £150 + VAT administration fee.
4. Product Inclusions
4.1 Broadband Packages
• Full-fibre connection
• FibreStream router (if applicable)
• No landline required
4.2 VoIP Services
• VoIP licence included
• Unlimited calls to UK landlines and UK mobiles
• Online management portal
4.3 VoIP Handsets
• Supplied as part of the service (remains FibreStream property)
• Compatible with FibreStream VoIP services
• 3-year repair/replacement policy
4.4 Mobile Services
• SIM-only or handset with SIM
• Business-grade network coverage
• UK call & text allowance based on plan selection
5. Contract Duration & Auto-Renewal
5.1 Minimum Contract Term – Your contract is for a fixed period of XX months, beginning on the activation date of the service.
5.2 Auto-Renewal – Your contract will automatically renew for another 12-month period unless you provide written cancellation notice to [email protected] at least 90 days before the contract end date.
5.3 If no cancellation notice is received at least 90 days before renewal, the contract will extend for another 12 months.
6. Pricing & Price Increases
6.1 FibreStream reserves the right to increase prices annually in line with the Consumer Price Index (CPI) plus 3.9%.
6.2 If a price increase occurs, customers will be notified in writing.
6.3 Right to Cancel Due to Price Increases:
• If FibreStream increases prices, customers with fewer than 10 employees may cancel their contract within 30 days of notification without early termination fees.
• Businesses with 10 or more employees agree to accept all price increases for the duration of the contract and do not have the right to cancel due to price changes.
7. Payment Terms & Fees
7.1 Billing & Payment – Payments must be made by Direct Debit unless otherwise agreed.
7.2 Non-Direct Debit Fee – A £20 + VAT monthly fee applies for customers who do not pay via Direct Debit.
7.3 Late Payment Charges – Payments must be made on the invoice due date. Payments made 10 days late will incur a £15 + VAT late payment fee.
8. Early Termination & Cancellation Fees
8.1 If you cancel before your contract end date, you must pay:
• The total cost of the remaining months of your contract, plus
• A £100 + VAT administrative charge.
8.2 Cancellation requests must be submitted in writing to [email protected].
9. Service Interruptions & Limitations
9.1 While we strive to provide uninterrupted service, FibreStream is not liable for disruptions caused by:
• Network maintenance
• Failures by third-party providers
• Force majeure events (e.g., extreme weather, natural disasters)
9.2 Compensation for service disruptions is assessed on a case-by-case basis but always with the allowance of 48 working hours to resolve supplier related issues excluding carrier or customer causes.
10. Fair Usage & Acceptable Use Policy
10.1 Customers must use services lawfully and must not engage in:
• Excessive usage that degrades network performance for other users
• Illegal activities such as fraud or hacking
• Reselling or redistributing the service without permission
10.2 If misuse is detected, FibreStream reserves the right to limit, suspend, or terminate services.
11. Customer Support & Complaints
For service-related inquiries, you can contact FibreStream Communications at:
Customer Service Number: 0114 550 0400
If you have a complaint, please contact us, and we will work to resolve it promptly.
12. Changes to Terms & Conditions
12.1 We may update these terms periodically. Any significant changes will be communicated in advance.
13. Governing Law
This Agreement is governed by the laws of England and Wales.
14. Agreement Acceptance
By continuing to use our services, you acknowledge and agree to these terms and conditions.