Broadband Service Change Policy
About this policy
This policy provides the details of what charges will be applicable when a broadband service is changed from one type of service to another type of service.
Change of service definition
For the purpose of this policy a change of service is clarified as;
- Moving from ADSL or FTTC to FTTC, SoGEA or FTTP
- The old service and new service must be at the same location (where both old and new service require a phone line the service must be delivered over the same line)
- The core service being changed (a change or addition of select services or care levels shall not constitute a change of service)
Whilst a change of service may be termed as an upgrade the service is changed by way of a cease and reprovide. Your account manager or customer service team will be able to explain more about the details of how such a change would take place.
A cancellation of service without replacement as laid out in the table in this policy will not constitute a change and will be treated as a cancellation of service.
New Service Costs
The costs relating to the new service will be confirmed on your related order paperwork and this will detail any one off and recurring charges along with the new contract term. This policy focusses on the charges related to disconnecting your previous service.
| Contract Status | New Service Minimum Term | Current Service | Current Carrier | New Service | New Carrier | Disconnection Charge (£) | Remaining Contract Charge (£) | Notice Period |
|---|---|---|---|---|---|---|---|---|
| In Contract | New service must be taken on a minimum term of the longer of either; 12 months or the remaining term on the current service | ADSL | TTW | FTTC / SoGEA / FTTP | TTW | – | – | As per terms and conditions the notice period will continue to apply. No charge will be raised for the remaining contract term of the existing service |
| BT | 40.00 | – | ||||||
| In Contract | ADSL | BT | FTTC / SoGEA / FTTP | TTW | – | – | ||
| BT | – | – | ||||||
| In Contract | FTTC | TTW | SoGEA / FTTP | TTW | – | – | ||
| BT | 40.00 | – | ||||||
| In Contract | FTTC | BT | SoGEA / FTTP | TTW | – | – | ||
| BT | – | – | ||||||
| In Contract | Analogue Line | BT | IP Call Service | – | – | – | ||
| Out of Contract | Minimum 12 months | ADSL | TTW | FTTC / SoGEA / FTTP | TTW | - | N/A | As per terms and conditions |
| BT | 40.00 | N/A | ||||||
| Out of Contract | ADSL | BT | FTTC / SoGEA / FTTP | TTW | - | N/A | ||
| BT | - | N/A | ||||||
| Out of Contract | FTTC | TTW | SoGEA / FTTP | TTW | - | N/A | ||
| BT | 40.00 | N/A | ||||||
| Out of Contract | FTTC | BT | SoGEA / FTTP | TTW | - | N/A | ||
| BT | - | N/A | ||||||
| Out of Contract | Analogue Line | BT | IP Call Service | – | - | N/A | ||
| Out of Contract | Less than 12 months | ADSL | TTW | FTTC / SoGEA / FTTP | TTW | 40.00 | N/A | As per terms and conditions |
| BT | 40.00 | N/A | ||||||
| Out of Contract | ADSL | BT | FTTC / SoGEA / FTTP | TTW | 40.00 | N/A | ||
| BT | 40.00 | N/A | ||||||
| Out of Contract | FTTC | TTW | SoGEA / FTTP | TTW | 40.00 | N/A | ||
| BT | 40.00 | N/A | ||||||
| Out of Contract | FTTC | BT | SoGEA / FTTP | TTW | 40.00 | N/A | ||
| BT | 40.00 | N/A | ||||||
| Out of Contract | Analogue Line | BT | IP Call Service | – | 20.00 | N/A |