Broadband Small Print
Maximum of 1 free router per address in any 24 month period.
Unless the router model is specified in package description we will normally provide a TP-Link VX230v AX1800 WiFi6 router for services with a speed of 1Gbps or less, for services with a higher speed we will normally provide a TP-Link EX820v AX6000 WiFi6 router. If the VX230v or EX820v is out of stock we reserve the right to provide an alternative compatible router.
We offer heavily discounted routers for customers in a 24 month contract who wish to upgrade from a less than 1Gbps service to a faster speed, see our price list for details.
A £30.00 discount will be applied to any WiFi6(AX) or WiFi7(BE) router order at the same time as your broadband connection.
Additional routers and WiFi mesh nodes will be charged at full RRP.
If your downstream throughput speed is lower than the specified minimum speed for 3 consecutive days (tested via our background TR143 speed tests (TP-Link), inbuilt speed test interface (Asus) or our iperf3 instance) and we are unable to help you attain a higher speed through standard fault diagnostics then you can choose to move to a cheaper package or leave your contract without penalty.
To achieve maximum possible throughput speeds (900-950Mbit/s after TCP/IP overheads) on gigabit packages you will require a high specification router (WiFi6 or better) and suitable client hardware (most phones, tablets and older computers will only manage around 500-700Mbps throughput). See ISP Review 'Why Buying Gigabit Broadband Doesn’t Always Deliver 1Gbps') for some more information on Gigabit performance issues.
Faster than gigabit FTTP services are normally delivered by a 2.5Gbps ONT, your router must have a 2.5Gbps WAN port in order to use these services. Due to hardly any client hardware supporting faster than gigabit connections only speed test results directly from your routers speedtest.net client (Asus) or through our TR143 background speed tests (TP-Link) will be accepted when diagnosing slow speed issues.
FTTP 'broadband only' connections are available with a choice of 1, 12 or 24 month contract lengths.
New installations via the Openreach network typically has a minimum lead time of 14 days, actual lead time varies subject to survey.
FTTP connections for new circuits on 1 month contracts will be subject to a £60.00 activation charge, 12 & 24 month contract packages will be installed free of charge. A free migration will be offered where an existing Openreach FTTP installation is detected.
FTTP services are contended so throughput speed may be below line speed at peak times, if you require an un-contended service please speak to us about our EtherPro Leased Lines.
FTTP 'broadband only' connections are available with a 1, 12 or 24 month contract length.
Connection via the FullFibre FibreHeroes network with minimum lead time of 14 days, actual lead time varies subject to survey.
FibreHeroes standard FTTP connections (12 & 24 month contracts) and all migrations are free of charge. Fibre Heroes standard FTTP connections (1 month contract) will be subject to a £60.00 activation charge.
FTTP services are contended so throughput speed may be below line speed at peak times, if you require an un-contended service please speak to us about our EtherPro Leased Lines.
FTTP 'broadband only' connections are available with a 1, 12 or 24 month contract length.
Connection via the MS3 network with minimum lead time of 14 days, actual lead time varies subject to survey.
MS3 standard FTTP connections (12 & 24 month contracts) are free of charge. MS3 standard FTTP connections (1 month contract) will be subject to a £60.00 activation charge.
FTTP services are contended so throughput speed may be below line speed at peak times, if you require an un-contended service please speak to us about our EtherPro Leased Lines.
FTTH connections are available to properties designated as residential with a choice of 1, 12 or 24 month contract lengths.
Connection via the CityFibre network with typical lead time of 14 days (expedited 5 working day installation may be possible in some cases subject to cancellation rights waiver, in some cases installation may take longer if additional work or survey is required).
FTTH connections (12 & 24 month contracts) and all migrations are free of charge. FTTH connections (1 month contract) will be subject to a £60.00 activation charge.
FTTH services are contended so throughput speed may be below line speed at peak times, if you require an un-contended service please speak to us about our EtherPro Leased Lines.
FTTP connections are available to properties designated as commercial with a choice of 1, 12 or 24 month contract lengths.
Connection via the CityFibre network have a typical lead time of 14 days for standard business installations.
FTTP standard activation are free of charge for 12 & 24 month contracts and all migrations are also free of charge. FTTP standard installations on a 1 month contract will be subject to a £60.00 activation charge. Properties deemed to be a 'non standard install' will be subject to a £240.00 activation charge.
Broadband speeds are affected by your proximity to your local telephone street cabinet & quality of your line. Estimated synchronisation speeds for your line are based on a clean line (i.e. in good condition), the DSL router being connected directly to the Openreach master socket and computer being connected via ethernet cable (any speed related issue will require this setup in order to do diagnostics).
SoGEA connections on 1 month contracts are subject to an installation charge of £60.00, installation is free for 12&24 month contracts.
SoGEA connections are subject to a choice of 1, 12 & 24 month contracts.
SoGEA services are contended so throughput speed may be below synchronisation speed at peak times, if you require an un-contended service please speak to us about out EtherPro Leased Lines.
Mobile broadband speeds are completely dependent on the quality of the H3G 4G/5G signal at the location where you are using the device.
Indicated service quality is based on results from the OFCom mobile availability API at the address you selected when doing an availability check.
A one off £36.00 early termination charge applies if you cancel the service before your contracted end date.
A 650GB per month fair usage policy applies, your service will be restricted if you exceed this amount.
Phone Small Print
A standard contract term of 1 month applies to number redirection & basic phone services.
A standard contract term of 24 month applies to Centrex Single Line business phone services. A £10 per month early termination fee applies on cancellation.
All new orders and changes to existing services must be placed via our website, customer portal or in writing (e-mail or post).
Cancellations must be placed in writing (e-mail, post or customer portal message) and are subject to a 30 day notice period.
Transfer of phone numbers are done via a number port process which typically takes 10 working days, once number has been ported your existing service and any linked service (such as FTTC/ADSL) should cease. (you are advised to contact your existing supplier to ensure they stop billing you)
If you are ceasing a physical phone line please make sure you have a means of making emergency calls.
Redirected calls have a call limit duration of 1 hour per call after which you would be charged for the time period after the initial hour at 5p per minute.
If you exceed the included call hours we will charge £3.00 for every extra 10 hours or part thereof.
Redirections to UK numbers starting 01,02,03 & 07 only. Redirection to 07 numbers must be to a UK mobile phone. Redirection to a personal number or pager is not permitted. Redirection to a Jersey, Guernsey or Manx mobile phones is not permitted.
Redirection as part of a call centre setup is not permitted.
You must be the contracted owner of the number that you are redirecting too, redirecting to 3rd parties is not permitted.
Only IDNet supplied telephony devices as shown on our 'UBoss basic phone service' webpage are currently supported.
A good working internet connection is required for this service.
This service will not operate without power and you must ensure you have an alternative means of making emergency calls.
You must ensure you have an alternative means of making emergency calls as this service will not operate in a power cut.
You may require a BT->RJ11 convertor if your analogue phone does not have a RJ11 socket.
Fair usage policy: no bulk calling (telesales), no automated dialers (i.e. anything that automatically makes a phone call or dialup data connection). Inclusive mobile calls and calls to numbers starting 03 are subject to a fair use policy of 1200 minutes (20 hours) per month - we reserve right to not provide service if limit is breached on a regular basis.
Calls over 1 hour will have the duration over 1 hour charged at our standard UBoss call rate (6.00p per minute UK landline & mobile) .
Fair usage policy: no bulk calling (telesales), no automated dialers (i.e. anything that automatically makes a phone call or dialup data connection). Inclusive mobile, international and calls to numbers starting 03 are subject to a fair use policy of 1200 minutes (20 hours) per month - we reserve right to not provide service if limit is breached on a regular basis.
Calls over 1 hour will have the duration over 1 hour charged at our standard UBoss call rates (6.00p per minute UK landline, mobile & most international) .
A call setup fee of 9.60p applies to all non inclusive calls (except numbers starting 084,087,09 & 118 where a Special Services Access Charge of 9.60p per minute will apply instead.)
All calls are calculated on a per second basis (except numbers starting 084,087,09 & 118 which will be charged per minute) and rounded up to nearest penny.
The service is provided using the supplied handset. Other 3rd party PSTN & VoIP handsets will not work. We can discuss other handset options with you if a DECT handset is not suitable for your needs.
A good working internet connection is required for this service.
This service will not operate without power and you must ensure you have an alternative means of making emergency calls.
Call diversions will incur per second call charges at your call package rate.
You may switch between call packages as required.
Fair usage policy: no bulk calling (telesales), no automated dialers (i.e. anything that automatically makes a phone call or dialup data connection). Inclusive Mobile & International Calls limited to a total of 1200 minutes (20 hours) per month after which normal call charges will apply.
Unlimited UK calls also apply for calls to landlines in the Channel Islands, Isle Of Man and landline calls between Northern Ireland and Republic Of Ireland (calls between UK Mainland and Republic Of Ireland will be charged at the relevant international rate).
Calls over 1 hour will have the duration over 1 hour charged at our standard call rate (1.20p per minute UK landline, 6.00p per minute UK mobile) .
A call setup fee of 9.60p applies to all non inclusive calls (except numbers starting 084,087,09 & 118 where a Special Services Access Charge of 9.60p per minute will apply instead.)
All calls are calculated on a per second basis (except numbers starting 084,087,09 & 118 which will be charged per minute) and rounded up to nearest penny.
All prices shown include VAT @ 20%.
