Broadband Small Print
Free routers are only available to new customers and existing customers who are changing to a different network provider (i.e. from Openreach to an Alt-Net) or technology (i.e. adsl/fttc/sogea to full fibre).
A £30.00 discount will be applied to any WiFi6(AX) or WiFi7(BE) router ordered at the same time as your broadband connection.
If you are upgrading from a 1Gbps service to a greater than 1Gbps (with no change of network provider) there will be an option in the upgrade process to purchase a 2.5Gbps router at a discounted price of £120.00.
Any 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 (which may require you to use a test router supplied by IDNet) then you can choose to move to a cheaper package or leave your contract without penalty.
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 the limited amount of hardware supporting faster than gigabit connections only speed test results directly from your routers inbuilt speedtest.net client (as included with all our Asus routers & TP-Link Wifi7 routers) or through our TR143 background speed tests (as enabled by our TP-Link Aginet routers) will be accepted when diagnosing slow speed issues for these services.
FTTP is delivered using fibre optic cable from the exchange to your home or business giving reliable broadband whatever the distance from the exchange and whatever the weather.
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.
Numbers shown in package names relate to the maximum achievable speed of the particular line type based on our inservice monitoring.
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 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.
Leased line services are un-contended unless specified otherwise.
This service has a default 3 year contract term, a 1 year contract is available on request but is subject to installation fees. If you cancel the service (including moving property) then you will be liable for the remaining months of the contract.
Lead times vary and are subject to survey.
In some cases excess construction charges may apply in which case we will contact you to discuss your options.
We will require you to sign an official contract prior to the service being ordered with our suppliers.
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 700GB 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%.
