This Service Description applies to all Pure Fibre Broadband Connectivity services (“Service“) provided by British Fibre Networks (“BFN”). The following service description specifies the content and the conditions for using the Service of British Fibre Networks. Additionally, the Terms and Conditions British Fibre Networks applies for the use of the Service.
1.1 Charges and Payments
Billing will commence on the service activation date. Charges for the services will be billed at monthly cycles. All sums must be paid without set off or deduction. We may at any time impose a credit limit. Payment is due by Standing Order or Direct Debit.
Your monthly invoice will a rental fee for Pure Fibre Broadband Connection
1.2 Cancellation and termination
If payment is cancelled or returned by your bank, we reserve the right to suspend services until payment is collected. BFN bills in regular recurring monthly cycles commencing from the date on which BFN accepts your order and ending on the day before the same date in a following month. You can cancel this Agreement in full, or some but not all of your lines and other features of the Service, at any time for any reason by telephoning us on
01248 663720 (or such other telephone number as may be posted on our website from time to time) or by completing the BFN Account Termination Web Form. You can choose to cancel immediately or on a date up to 30 days in advance. Any monthly charges for the Service paid by you in advance will not be refunded to you upon termination.
- Speed and Capacity
Your home is connected to the British Fibre Network Pure fibre system. The speed of the services will be managed by your ISP provider. We do not have control over that requirement. The network is capable of speeds in excess of 10gigabit.
The capacity and speed of the fibre making your home a pure fibre home has no copper within the network. In the event of network failure BFN will ensure connectivity will be repaired to the SLA terms and with your Internet provider.
Pure Fibre provides symmetrical speeds. If at any time the speed is reduced it maybe because of widely differing reasons and in many cases not because of the BFN network. Any speed restrictions should be reported to your Internet provider.
- Money Back Guarantee
4.1 We offer a 14-day Money Back Guarantee where BFN has supplied its BFN Box Equipment to you in conjunction with the Service. Under the terms of our Money Back Guarantee, if BFN has supplied BFN Box Equipment to you, BFN refunds the activation fee, subscription for the first month of service, and shipping charges and waives any applicable disconnection fee(s), provided the terms described below are satisfied in full. The Money Back Guarantee applies only to the first ordered voice line (or first ordered voice line and fax line depending on your call plan), not to additional or
secondary lines. If you have purchased the BFN Box Equipment from a retail outlet no refund of shipping charges or refund of the activation fee is applicable, but you are entitled to return the BFN Box Equipment to the store where the purchase was made for a full refund provided you have complied with the terms of clauses 4.1 and 4.2.1.
4.2 In order to be entitled to this Money Back Guarantee:
4.2.1 You must cancel the Service within 14 days after the date of placing your order.
- Changing the Agreement
5.1 We may at any time change the terms and conditions of this Agreement, any policy or document referred to in this Agreement, our charges by notifying you in writing including posting changes within your BFN web account which you access at britishfibrenetworks.co.uk.
We shall endeavour to notify you of changes at least one month before they are due to take effect, however, we may have to make some changes without giving the full one month’s notice. You agree that if you use the Service after any changes take effect you will be bound by the changes. You may contact us at any time on 01248 663720 (or such other telephone number as may be posted on our website from time to time) for details of changes to charges and call plans or log into your web account and click on the plan details link.
5.2 Provided you have not used the Service following any change as described in clause 5.1, you may end this Agreement without incurring any applicable disconnection fee if the changes cause you material detriment provided that you will remain liable for all charges due up until the date of termination. To exercise your right of termination you will need first to give us notice by telephoning 01248 663720 (or such other telephone number as may be posted on our website from time to time).
6 Liability and Indemnity
6.1 Nothing in this Agreement excludes or limits our liability for death or personal injury caused to you by our negligence, or for any liability that cannot be excluded or limited by law.
6.2 You accept and agree that you will have no claim against us or any underlying network access provider if you are unable to access the Service and the exclusions and limitations of liability in this clause 6 shall apply to all claims arising from your use of the Service including claims against our network access providers.
6.3 We shall not be liable to you or any third party in contract, tort, including any liability for negligence or breach of statutory duty, or otherwise, for any loss of revenue, business, anticipated savings, profits, (whether or not in
each case they are considered to be direct or indirect losses) corruption, loss or destruction of data, or for any indirect or consequential loss howsoever arising, or in connection with any computer virus or system failure even if we are expressly advised of the possibility of such damage or loss.
6.4 Except in the case of clause 6.1, our liability (if any) to you for any loss or damage in contract, tort, including negligence or breach of statutory duty, or otherwise, howsoever arising out of or in connection with this Agreement shall be limited to £5,000 per incident or series of connected incidents.
6.5 In the event of any failure in the Service, Equipment or Software, we shall not be liable to you for any charges incurred by you should you divert your traffic to another provider.
6.6 You will indemnify BFN from and against any and all loss, damage, costs, expenses, (including reasonable legal fees), claims, demands and actions arising from or related to any breach of this Agreement or any misuse of the Service, Equipment or Software (whether or not supplied by BFN) arising from or related to any act, error, omission, fault, negligence or misconduct by you or any user of the Service.
7 Force Majeure
7.1 We shall not be liable to you or be in breach of this Agreement for any delay or failure in performance if such delay or failure is due to a cause beyond our reasonable control.
- Disputes, Number Porting Compensation and Complaints Resolution
8.1 Details of our disputes and complaints resolution process, how to claim under our Number Porting Compensation Scheme and how a dispute may be handled through an independent Ofcom approved adjudication scheme can be found in our Customer Complaints Code.