Connex Fibre Full Fibre Broadband Service Terms and Conditions
Date of last revision: August 2025
These terms and conditions apply to your subscription to use our full fibre broadband service. We encourage you to read them carefully. Alternatively, if you wish to read about a particular matter of interest, please click on the relevant links below.
1 - Introduction
1.1 We are Connex Fibre Limited (Connex Fibre or we or us), a company registered in England and Wales with company number 13922904. Our registered address is 20 Jewry Street, Winchester, United Kingdom SO23 8RZ. Our VAT number is 445426590. The full fibre broadband service we provide is regulated by Ofcom. We trade under the name Connex Fibre.
1.2 We make available a full fibre broadband service to residents of Welborne Garden Village. We do this in conjunction with our broadband partner, a separate company called SCCIA Alphatrack Limited (SCCIA). SCCIA provides and administers the broadband service on our behalf. When you deal with us about our full fibre broadband service, you may be dealing with SCCIA. We have given SCCIA permission to act on our behalf and perform the contract you have with us where you subscribe to our broadband service.
1.3 These terms and conditions (Terms) set out our commitment to you, and your commitment to us, in respect of our full fibre broadband service. If you wish to subscribe to use our full fibre broadband service then you must accept these Terms as part of the subscription process.
1.4 You can find everything you need to know about us and our full fibre broadband service on our website at www.connexfibre.co.uk. This includes a description of the main characteristics and features of our full fibre broadband service and the different packages that are available. We also confirm certain key information to you in writing as part of the subscription process.
1.5 We only provide full fibre broadband services. We do not provide telephone or mobile phone services.
2 - Contacting us
If you need something, you can contact us using the following contact details:
By email:
suppport@connexfibre.co.uk
By phone:
01279 630580 (our lines are usually staffed during the hours of 8am and 6pm, 7 days a week, but we may have different opening times over periods of public holidays, such as the New Year – please see our website for details). Calls to the phone number set out above are charged at local rates.
By post:
Connex Fibre Limited
20 Jewry Street
Winchester
SO23 8FE
3 - Help for customers with disabilities
3.1 If you have a disability and need extra help – including with respect to information on our services for people with disabilities and updates on those – then please let us know using the contact details in paragraph 2.
3.2 We will comply with all applicable laws and regulations relating to discrimination and equality.
3.3 Customers who are blind or who have visual impairments may obtain contract documentation in large print or braille. Please contact us using the contact details set out in paragraph 2 to request copies in these formats.
4 - How to subscribe to our full fibre broadband service
4.1 To use our full fibre broadband service you must first complete the online subscription request process. We only make our full fibre broadband service available to residents of Welborne Garden Village – so, if you’re not a resident of Welborne Garden Village, then unfortunately you cannot use our broadband service.
4.2 Our full fibre broadband service is only available for consumers. You are a consumer if you are subscribing to our broadband service as an individual for purposes wholly or mainly outside of your trade, business, craft or profession.
4.3 As part of the online subscription request process, you’ll be asked to provide information such as your name and contact details. You will also be asked to choose from a number of different broadband packages. The features of each broadband package are explained on our website. All fields marked as being mandatory must be completed.
4.4 As part of the online subscription request process, you’ll also be asked to confirm that you accept and agree to be bound by these Terms. You cannot subscribe to our full fibre broadband service if you do not accept these Terms.
4.5 As part of the online subscription request process, we’ll send you a contract summary document and a contract information document by email. We’re obliged to do this by Ofcom. The form and content of these documents is also specified by Ofcom. Once you’ve received the contract summary document, you’ll be asked to confirm your express consent to entering into a contract with us for your subscription once the subscription process is complete and we have accepted your subscription request.
4.6 Once you’ve completed and submitted the information that we require as part of the online subscription request process, we’ll contact you by email to confirm receipt of your request for a subscription and – where we accept your request – to send you a subscription confirmation to confirm your subscription to our full fibre broadband service. Your subscription confirmation will set out key information such as:
(a) the broadband package you have chosen for your subscription (including the broadband speed chosen);
(b) the charges payable by you to us for your subscription; and
(c) the arrangements for the provision of our broadband service including the likely date of activation/provision of the service.
4.7 Your subscription will be complete – and a contract is formed between you and us for the provision of our full fibre broadband service – at the time we accept your subscription request and send you a subscription confirmation. The contract between you and us for your subscription to our full fibre broadband service includes the following documents (together with any other documents referred to in the following documents):
(a) these Terms;
(b) the latest subscription confirmation that we have sent you;
(c) the latest contract summary document we have sent you; and
(d) the latest contract information document we have sent you.
4.8 Please understand that we are not obliged to accept subscription requests. If we choose to decline your subscription request, we’ll let you know as soon as possible.
4.9 By completing the online subscription request process you confirm to us that you are a consumer and that all of the information you have provided to us is complete, accurate and up to date. If you make a mistake when completing the online subscription request process, please don’t worry – you can contact us using the contact details set out in paragraph 2 and we’ll help you sort it out.
4.10 Your subscription starts on the date set out in your subscription confirmation, which will usually be the date we send the subscription confirmation to you. Your subscription confirmation will confirm when your broadband service will be activated.
4.11 All of our broadband packages operate on a monthly rolling basis with no minimum commitment periods. This means that – once your subscription has started – it will continue on a rolling basis from one month to the next unless you or we end it in line with these Terms.
4.12 Paragraph 22 explains how you may end your subscription – including your right to end your subscription at the end of your current monthly billing period at any time before the end of that billing period. You can find out how each monthly billing period works in paragraph 17.
4.13 Just so you know, we’ll issue you with an updated subscription confirmation as and when you make changes to your subscription in line with these Terms.
5 - Free broadband offer
5.1 If you subscribe to our full fibre broadband service and it’s the first time we’ve provided our broadband service to the property in Welborne Garden Village where you live, then the first 3 months of your subscription will be free. In these Terms, this 3 month period is called the free broadband period. We’ll tell you if you are eligible for our free broadband offer when you submit your subscription request.
5.2 The subscription process is the same where our free broadband offer applies, except that:
(a) as part of our free broadband offer, you will be subscribed to our highest specification and fastest broadband package during the free broadband period. Details of this broadband package will therefore be set out in your subscription confirmation;
(b) when the free broadband period comes to an end, your subscription for our highest specification and fastest broadband package will automatically continue unless you tell us you wish to downgrade to a lower specification and slower broadband package. You may do this at any time during the free broadband period via your online customer account or by contacting our customer support team using the details set out in paragraph 2;
(c) if you tell us you wish to downgrade to a lower specification and slower broadband package, we’ll move you to your chosen broadband package at the end of the free broadband period; and
(d) you have the right to end your subscription at any time during the free broadband period for any reason – either immediately or at the end of the free broadband period. You can do this via your online customer account or by contacting our customer support team using the contact details set out in paragraph 2 or, if you wish to switch provider using the One Touch Switch (OTS) service described in paragraph 25, through your new provider using the One Touch Switch (OTS) service.
5.3 Where you make any of the changes explained above, you’ll receive an email confirmation of those changes in the form of an updated subscription confirmation.
5.4 Once any free broadband period that applies to you ends, any changes you make to your subscription must be made in line with the process described in paragraph 15.
6 - Your right to change your mind
6.1 If you subscribe to our full fibre broadband service and you change your mind about it for any reason, you have the legal right to cancel (end) your subscription and receive a refund of any fees and charges you may have paid to us. Your right to change your mind is subject to some terms and conditions, which we explain below.
6.2 If you change your mind you (or your new provider if you are switching to another provider using the One Touch Switch (OTS) service described in paragraph 25) must let us know by the end of the day falling 14 days after the later of: (i) the day you receive your subscription confirmation; (ii) the day we start providing our full fibre broadband service to you; and (iii) the day we supply any equipment to you that you need to start using our broadband service (we don’t normally need to do this as most properties in Welborne Garden Village have all of the broadband equipment needed pre-installed). This period is commonly known as the cooling off period.
6.3 When you sign up to our terms you’ll be asked to confirm that we may start to provide the broadband service to you during your cooling off period.
6.4 To let us know you have changed your mind, you can cancel (end) your subscription:
(a) using your online customer account or by contacting us by email using the contact details set out in paragraph 2. Alternatively, you can return the model cancellation form set out at the end of these Terms to us by email. Please include your name, address and subscription details when you contact us so we can easily identify and help you; or
(b) through your new provider where you wish to switch to a new provider using the One Touch Switch (OTS) service.
6.5 We’ll refund you for any fees and charges you have paid to us for your subscription within 14 days of you (or your new provider if you are switching using One Touch Switch (OTS)) telling us you have changed your mind. We will not, however, refund you for any time you were receiving our full fibre broadband service before you told us that you had changed your mind (where applicable).
7 - Setting up our full fibre broadband service
7.1 Every residential property in Welborne Garden Village has had the broadband equipment that our customers need to set-up and use our full fibre broadband service pre-installed. This means that you should have everything you need to access and use our broadband service from the start of your subscription.
7.2 In the unlikely event that any of the pre-installed broadband equipment is missing – for example, a previous resident has accidentally taken it with them – or does not work properly, please let us know and we’ll issue you with the equipment you need as soon as we can at no additional cost.
7.3 We’ll tell you how to set-up our full fibre broadband service once you’ve subscribed to our broadband service.
8 - Accessing our full fibre broadband service
8.1 During the subscription process you’ll be asked to create a username and password (login details), which will provide you with access to our full fibre broadband service.
8.2 Your login details may be changed by us at any time without notice in the event that we need to do so for security reasons. You will be informed of any changes as appropriate.
8.3 You agree to hold these details securely. We accept no liability for any loss occurring or resulting from the sharing by you of your login details.
8.4 You must tell us immediately if you become aware or suspect that the username or password for your account is known by any unauthorised person so we may take appropriate action to prevent the misuse of such information.
9 - Your online customer account
9.1 You may manage your subscription using your online customer account, which is available via our website.
9.2 It’s your responsibility to choose a username and secure password for your online customer account. You must keep usernames and passwords secure and make sure they are not disclosed to any person other than those persons authorised by you to access your online customer account. You can change your password using the password change facility.
9.3 You are responsible for all consequences arising from the use or misuse of (i) usernames and passwords; and (ii) your online customer account. In particular, please understand that instructions and actions transmitted to us via your online customer account will be deemed to have originated from you.
9.4 You must tell us immediately if you become aware or suspect that the username or password for your online customer account is known by any unauthorised person so we may take appropriate action to prevent the misuse of such information.
10 - Provision of our full fibre broadband service
10.1 We’ll provide our full fibre broadband service to you for the duration of your subscription. We aim to provide a continuous, high-quality service using reasonable care and skill.
10.2 Our aim is to make our full fibre broadband service available for use at all times – but we cannot, and do not, guarantee availability or speed either generally or at any particular time. Notwithstanding the information set out in the contract information document we send you, we do not therefore offer a minimum service level regarding the availability, speed or quality of our broadband service.
10.3 There will be times when our full fibre broadband service is unavailable to you or the performance may be reduced. Such unavailability or reduced performance may be planned (for example, where we are carrying out planned maintenance or upgrades) or unplanned (for example, where there is a fault in our network). Where possible, we’ll try to let you know of any periods of planned unavailability or reduced performance in advance. You acknowledge and understand that you will not be able to use our full fibre broadband service when it is unavailable.
10.4 The contract information document we send to you includes information on the type of action we might take in response to security incidents, threats or vulnerabilities.
10.5 You are responsible for providing suitable computers or mobile devices to access and use our full fibre broadband service.
10.6 We accept no liability for the non-availability of individual internet websites or other services provided by third parties.
11 - Speed of your internet connection
11.1 The data speed that you experience on your connected devices using our full fibre broadband service may at times be lower than the maximum speed for the broadband package you have selected or otherwise communicated to you before purchase.
11.2 Internet speeds are influenced by a large number of factors – including the proximity to wireless equipment, the construction materials of the building you are in, the type and age of the device you are using, wireless interference and network congestion. We cannot and do not, therefore, guarantee that your connection will reach any specific speeds at any particular point in time or at all points from which you access the network.
11.3 Unless stated otherwise, the speeds described in communications from us will be assigned on a per account basis and not per device. Speeds are always measured at the router.
12 - Broadband equipment
12.1 As part of our full fibre broadband service, we’ll make available any broadband equipment that you need to access and use our broadband service – for example, a router or cabling. As we explain in paragraph 7, the broadband equipment you need should already be installed at your property at Welborne Garden Village. You will, of course, need to provide your own computer, tablet, mobile or other internet enabled devices to access the internet.
12.2 You agree that we may keep our broadband equipment necessary for the access and use of our broadband service installed at your home – both during and after the end of your subscription. If you would like any broadband equipment installed at your home to be removed once your subscription comes to an end, please contact us to discuss this.
12.3 Any broadband equipment we provide to you belongs to us – and payment by you of any charges in relation to the full fibre broadband service or otherwise does not transfer ownership of the broadband equipment from us to you.
12.4 It’s your responsibility to look after our broadband equipment. If the broadband equipment is damaged other than through fair wear and tear, or lost or otherwise disposed of by you, you must pay us to fix or replace it. As a guide, at the date of the last revision of these Terms, the replacement cost of the router was around £200 and the replacement cost of the optical network terminal was around £80 – although the exact cost may be higher or lower at the time of replacement.
12.5 We are only responsible for the broadband equipment we provide to you. If you choose to use equipment made or provided by a third party, you must ensure that it is compatible with our full fibre broadband service.
12.6 You must not connect equipment to our network that may cause damage to it or harm anyone else's equipment or services.
13 - Support
If you’re having any issues with our full fibre broadband service, please contact our customer service team using the contact details set out in paragraph 2 and they will do their best to help you resolve the problem.
14 - Access to your home
14.1 Sometimes we or someone working for us – such as someone working for our broadband partner – may need to access your house. This could be to resolve a problem you have experienced with our service, install new or replacement equipment, or to help you set up your broadband service.
14.2 We’ll try to let you know in advance if we think we might need to access your home – although this might not always be possible. You agree to co-operate with us and our broadband partner, and let us and them into your home if we need access in order to provide our broadband service to you. If you don’t let us in, we may be unable to provide some or all of our broadband service to you. For example, if we need to look at our broadband equipment to resolve a problem you are experiencing and we can’t access your home, we may be unable to resolve the problem for you.
14.3 When we’re at your home, we’ll try to cause as little disturbance as possible.
15 - Making changes to your subscription
15.1 You may upgrade or downgrade your subscription once per monthly billing period using your online customer account or by contacting our customer support team – for example, by upgrading to a higher speed broadband package.
15.2 Upgrades to a higher specification broadband package take effect within one working day. Any additional charges payable for the upgrade will apply from the date the upgrade takes effect and – where the upgrade takes effect during a monthly billing period – the additional charges will be applied on a pro-rata basis.
15.3 Downgrades to a lower specification broadband package will take effect from the start of the monthly billing period that follows your request to downgrade. No pro-rata refunds will be made and your current broadband package will continue until the end of the monthly billing period during which your downgrade request was made.
15.4 You’ll receive email confirmations of any changes you make in the form of an updated subscription confirmation. Where appropriate, we’ll also send you an updated contract summary document and contract information document.
15.5 You can find out more about how we bill you, and how each monthly billing period works, in paragraph 17.
16 - Internet phone services including VoIP
16.1 We only offer full fibre broadband internet access services. We do not offer any telephone services (such as a traditional landline service), internet phone services (such as voice over internet protocol (VoIP) services) or other voice communications services.
16.2 For customers looking to use an internet phone service such as VoIP, we may share details of internet phone providers that we know on our website. If we do this, we are sharing this information for your awareness and convenience only. We do not recommend or endorse any third party providers and you are responsible for deciding whether any such providers meet your needs.
16.3 If you choose to use an internet phone service from another provider, your chosen provider will be responsible for the provision of that service to you. We recommend that you familiarise yourself with the terms and conditions governing the use of that service – particularly any terms and conditions telling you that access to emergency numbers may not be possible where there is a power cut or failure or our broadband service is unavailable for any reason.
17 - Paying our charges
17.1 We charge for our full fibre broadband service on a monthly basis. Our charges are payable in advance. Details of the monthly charge payable by you is set out in your subscription confirmation.
17.2 Our charges comprise a single monthly charge for your chosen full fibre broadband package. There are no activation or usage charges or charges for any additional services or facilities (where available).
17.3 Information on how we may change our charges is set out in paragraph 18.
17.4 Unless you have taken advantage of our free broadband offer, then we’ll take payment for your first monthly charge on the date your broadband subscription starts. Subsequent monthly payments will then be taken on the corresponding date of each month thereafter – or, if any subsequent month is shorter and there isn’t a corresponding date in the month, the last day of the subsequent month.
17.5 If you have taken advantage of our free broadband offer, then your first monthly charge will be taken on the first day after the end of the free broadband period. Subsequent monthly payments will then be taken on the corresponding date of each month thereafter – or, if any subsequent month is shorter and there isn’t a corresponding date in the month, the last day of the subsequent month.
17.6 In these Terms, we refer to these monthly periods in respect of which our charges are payable as monthly billing periods.
17.7 We use a continuous payment authority to take payments for the charges payable by you to us. This is an authorisation given to us by you to take payments for recurring subscriptions by credit or debit card. By entering the card details of your choice, you authorise us to charge you until you or we cancel your subscription.
17.8 Our charges are inclusive of VAT. If the rate of VAT changes at any time, we may adjust the rate of VAT you pay on each monthly subscription charge, unless you have already paid the charge in full before the change in the rate of VAT takes effect.
17.9 Please understand that we are not responsible for any charges or expenses applied by third parties as a result of the charges billed by us in line with these Terms – for example, charges payable by you for exceeding any credit card limits or unplanned overdraft charges.
17.10 If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 2% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us the interest together with any overdue amount.
18 - Changes to our charges, our broadband service and your contract with us
18.2 We may make such changes for any of the following reasons (although sometimes we may need to make changes for other reasons that we cannot foresee right now):
(a) to change existing services, features and equipment – including the associated technical specifications for the service;
(b) to change the different packages we make available – including the structure, availability and content of those packages;
(c) to replace or remove all or any part or parts of our full fibre broadband service that we offer – including the different packages we make available;
(d) to add new services, features or equipment;
(e) if we make changes to the way we run our business;
(f) because the costs we incur in providing our broadband service increases (for example, our suppliers raise their charges);
(g) the cost of running our business increases;
(h) to take account of or comply with a change in a law, regulation, condition, code or guidance that applies to us;
(i) to make these Terms more comprehensive, easier to read, to cover changes in law or regulation, to accommodate guidance or instructions we have received from a regulator, to cover other changes that we are making to our full fibre broadband service, or to change them in another way; and
(j) to take account of a change to our business or our ability to provide our full fibre broadband service.
18.3 We are making a commitment to freeze our charges until 31 December 2026, except where a change in our charges is directly imposed by law – for example, there is a change to the amount of VAT we need to charge. From 1 January 2027 onwards, we may make changes to our charges in line with the process described in this paragraph 18.
18.4 If we make any change to the broadband service we provide to you, our charges or the terms and conditions of your contract (including these Terms) that you haven’t expressly agreed to, then unless that change is (i) exclusively for your benefit; (ii) purely administrative and does not negatively affect you; or (iii) directly imposed by law:
(a) we'll tell you by email not less than one month before the change takes place. Details of the change will also be made available on our website; and
(b) if you wish, you may terminate your contract with us for your subscription at no additional cost by either writing to us by email or using your customer account. If you’d like to terminate your contract, you must tell us within 30 days of the email we send to you telling you about the change. Your contract will end on the day before the proposed change comes into effect. Where your subscription ends on a date that isn’t the last day of a monthly billing period, we’ll issue you a pro-rata refund of any charges you’ve paid to us for the month within which your subscription ends or that otherwise relate to the period after your subscription ends.
18.5 If we make any change to the broadband service we provide to you, our charges or the terms and conditions of your contract (including these Terms) that you haven’t expressly agreed to and the change is:
(a) exclusively for your benefit;
(b) of a purely administrative nature and does not negatively affect you; or
(c) directly imposed by law (for example, an increase in the amount of VAT we need to charge you),
then we’ll tell you by email and also put details of the changes on our website. We’ll usually try to give you at least one months’ advance notice of any such change – but it may be less if this isn’t practical.
19 - Your use of our full fibre broadband service
19.1 Details of the things you need to do to be able to use our full fibre broadband service and for us to be able to provide our broadband service to you properly are set out in these Terms and on the website. You must comply with these requirements at all times.
19.2 In particular, you must:
(a) comply with any reasonable and lawful instructions we give you from time to time with respect to your use of our full fibre broadband service. We’ll make sure that any such instructions are consistent with these Terms;
(b) keep us informed of any changes to your personal information and to ensure that it is accurate and kept up to date;
(c) take reasonable steps to prevent authorised persons from accessing and using our full fibre broadband service using your subscription;
(d) use our full fibre broadband service only for your and your household’s personal use; and
(e) only use our full fibre broadband service for lawful purposes and in a way that is consistent with all applicable laws and regulations.
19.3 You must assist with simple device checks when so requested by us when reporting a fault and/or perform troubleshooting routines under our direction. You must also allow us access to your property if this is necessary for us to provide our full fibre broadband service to you – for example, where this is necessary to diagnose or fix a fault.
19.4 You must not do anything which might have a negative effect on:
(a) our systems, networks, servers, brand, reputation or security;
(b) other customers' services or equipment;
(c) other customers' security; or
(d) any third party’s systems, networks or security.
20 - Acceptable use
20.1 We have a fair usage policy. This means that your use of our full fibre broadband service – including the volume of data downloaded or uploaded using your subscription – must not unfairly affect other customers’ use of our full fibre broadband service and must comply with these Terms at all times.
20.2 We may monitor the amount of data that you use when using our full fibre broadband service in order to ensure that your usage is consistent with our fair usage policy. If we decide that your data usage is not consistent with our fair usage policy, then we may (i) actively manage the bandwidth available to you; and/or (ii) end your subscription in line with paragraph 23.2.
20.3 As part of our fair usage policy, you agree not to use – and you must make sure that anyone you allow to access or use our full fibre broadband service using your subscription does not use – our broadband service:
(a) to transmit (whether by uploading, posting, emailing or otherwise):
(i) any material that is unlawful, threatening, abusive, harassing, defamatory, obscene, libelous, invasive of another’s privacy, hateful or racially, ethnically or otherwise objectionable;
(ii) any unsolicited or unauthorised advertising, promotional materials, “junk mail,” “spam,” “chain letters,” “pyramid schemes,” or any other form of solicitation; or
(iii) any material that contains software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment;
(b) to interfere with or disrupt our full fibre broadband service or servers or networks connected to our full fibre broadband service, or disobey any requirements, procedures, policies or regulations of networks connected to our full fibre broadband service;
(c) to mine cryptocurrency;
(d) to resell our full fibre broadband service; or
(e) for high volume data transfers, especially sustained high volume data transfers, hosting a web server, IRC server, or any other server.
20.4 Under normal circumstances, we do not actively monitor the use of our full fibre broadband service for compliance with these Terms. Nor do we exercise editorial control or review over the content of any website, electronic mail transmission, newsgroup, or other material created or accessible over or through our full fibre broadband service.
20.5 We may take any one or more of the following actions or other actions not listed at our sole discretion in response to a breach of these Terms:
(a) remove, block, filter, or restrict by any other means any materials;
(b) issue warnings, written or oral (and which may include a threat of suspension in the event of any further or continued breach of these Terms);
(c) suspend your subscription;
(d) end your subscription;
(e) bring legal action to stop the breach and/or to collect damages, if any, caused by the breach; and
(f) report your activity to Police or other authorities.
21 - Data protection
21.1 We are the controller of the personal information we process to manage your subscription and administer our relationship with you. This means that we are responsible for ensuring we comply with all applicable data protection laws when processing such personal information.
21.2 We’re committed to data protection compliance and this paragraph 21 and our privacy notice provides information about how we process your personal information as a controller in the context of our full fibre broadband service.
21.3 In particular, this paragraph 21 provides a high-level summary of some of the key ways we process personal information as a controller in respect of our full fibre broadband service. To find out about this in more detail, please refer to our privacy notice, which is available at www.connexfibre.co.uk/privacy.
21.4 The personal information we process in connection with our full fibre broadband service and the administration of our relationship with you includes information such as your name and contact details, your account login details and any other information that you provide to us from time to time.
21.5 The main purposes for which we process personal information as a controller include to: (i) manage our relationship with you, including to manage and administer your account and subscription for our full fibre broadband service; (ii) to provide support to you; (iii) respond to queries and other communications; (iv) promote our full fibre broadband service, where relevant and appropriate; and (iv) comply with our legal and regulatory requirements and respond to legal claims. To find out more about the personal information we process as a controller and why, please refer to our privacy notice, which is available at www.connexfibre.co.uk/privacy.
21.6 We may need to share any personal information we collect with third parties for the purpose of enabling the delivery of our full fibre broadband service. Such third parties include our broadband partner (SCCIA), and any payment providers we use.
21.7 At any time, we or our direct partners may contact you on the provided phone number and/or email address to inform you about matters relating to our full fibre broadband service and your subscription.
21.8 If you have any questions in relation to our use of personal information, please let us know using the contact details set out in paragraph 2.
22 - How you may end your subscription
22.1 You may end your subscription and stop receiving our full fibre broadband service at any time and for any reason. You can do this via your customer account or via your new provider where you are switching provider using the One Touch Switch (OTS) service described in paragraph 25. Where you decide to do this, your subscription will end on the last day of the monthly billing period during which you tell us that you are ending your subscription or, where you are switching using the One Touch Switch (OTS) service, on the date of the switch.
22.2 You may also end your subscription and stop receiving our full fibre broadband service at any time and with immediate effect by sending an email to us at support@connexfibre.co.uk where:
(a) we repeatedly or seriously breach the contract you have with us for your subscription – including by repeatedly or seriously breaching any of these Terms; or
(b) an event or circumstance that is genuinely outside our control happens and there will be a substantial delay before we can resume the full performance of our obligations under these Terms.
22.3 You also have the right to:
(a) cancel (end) your subscription during your cooling off period, as described in paragraph 6; and
(b) in line with the arrangements described in paragraph 18.4 where we are making certain changes to the broadband service we provide to you, our charges or the terms and conditions of your contract (including these Terms). Please see paragraph 18.4 for information on where you may have a right to end your subscription in such circumstances.
23 - How we may end your subscription
23.1 We may end your subscription and stop providing our full fibre broadband service to you at any time and for any reason. Where we decide to do this, we’ll give you at least 30 days’ advance notice by email.
23.2 If you don’t comply with the terms and conditions of your contract with us for your subscription, we'll usually try and let you put things right within a reasonable period of time. However, we may end your subscription and stop providing our full fibre broadband service to you immediately and at any time by giving you notice by email where:
(a) we have to do this in order to comply with any law or regulation;
(b) we are unable to provide our full fibre broadband service to you;
(c) you breach the contract you have with us for your subscription – including by breaching any of these Terms – and you don’t put things right within a reasonable period of time;
(d) you repeatedly or seriously breach the contract you have with us for your subscription – including by breaching any of these Terms – in a way that you cannot put right;
(e) you do something fraudulent with respect to your subscription or your use of our full fibre broadband service;
(f) you do not pay us any of the charges that you owe us for your subscription;
(g) you use our broadband service excessively (that is, in a way that goes significantly beyond the normal usage parameters of an average customer for our service); or
(h) you use our broadband service for illegal or unlawful purposes.
24 - What happens when your subscription ends?
24.1 The contract you have with us for your subscription will end on the date that you switch your provider, or you or we cancel or end your subscription for our full fibre broadband service.
24.2 As you pay our charges in advance on a monthly basis, where your subscription ends on a date that isn’t the last day of a monthly billing period, we’ll issue you a pro-rata refund of any charges you’ve paid to us for the month within which your subscription ends or that otherwise relate to the period after your subscription ends.
24.3 When your subscription ends, you must leave our equipment we supply to you (including the broadband equipment needed pre-installed at your property in Welborne Garden Village) in place at your property in Welborne Garden Village, or enable its collection by someone on our behalf. If our equipment is lost, damaged or you take it with you, we may charge you our reasonable costs of repairing or replacing it (as applicable).
25 - Switching
25.1 We work with the 'One Touch Switch' (OTS) process, so you only need to contact your new provider (if switching away from Connex Fibre), or us (if switching to Connex Fibre), to undertake the process. More information on OTS is available at: https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider.
25.2 You can also find information and guidance on the switching process at https://www.connexfibre.co.uk/frequently-asked-questions and details of your right to compensation for any switching issues are included in the contract information documents provided by both Connex Fibre and the other (new or existing) provider.
26 - Things we are not responsible or liable to you for
26.1 Nothing in these Terms excludes or limits our liability to you where it would be unlawful to do so. This includes (i) any liability we may have to you for death or personal injury arising from our negligence or the negligence of our agents or subcontractors, fraud or fraudulent misrepresentation or breach of any of your statutory rights as a consumer; and (ii) your right to compensation for any switching issues under and in accordance with the One Touch Switch (OTS) process.
26.2 This means that – if we are negligent and our negligence causes death or personal injury – we are responsible and liable for the same and there is no limit to our liability in such circumstances. It also means that we are responsible and liable for any fraud that we commit – including for any fraudulent statements we make – and for any other liability that we are not permitted to limit or exclude by law.
26.3 We are only responsible and liable to you for losses and damages that were foreseeable to both you and us at the point that you subscribed to our full fibre broadband service.
26.4 Apart from the responsibility and liability that we accept in paragraph 26.1, we are not responsible or liable to you for:
(a) anything that is unexpected – that is, it was not obvious that it would happen and nothing you said to us before we sent you a subscription confirmation meant we should have expected it (so, in the eyes of the law, the loss was unforeseeable);
(b) any professional, commercial or business losses;
(c) anything caused by an event or circumstance genuinely outside our control – provided that we have taken the steps set out in paragraph 29.2;
(d) you breaching the contract you have with us for your subscription with us – including any loss or damage that you suffer as a result of you using our full fibre broadband service in breach of these Terms;
(e) anything that is avoidable – that is, something you could have avoided by taking reasonable action;
(f) any loss or damage caused by viruses; and/or
(g) you using any equipment or hardware we have not made available to you.
27 - Problems with our broadband service
27.1 Sometimes things don’t go to plan. If you experience service loss or any other issue with our full fibre broadband service, then we’d like you to tell us about it as soon as possible so we can try to make it right and learn the lessons of any mistakes we’ve made. Paragraph 28 explains how you can contact and/or complain to us.
27.2 In such circumstances:
(a) you may have legal rights and options available to you as a consumer. The Citizens Advice Bureau, whose website is available https://www.citizensadvice.org.uk/, provides information and advice on your rights as a consumer, which may be helpful for you; and
(b) you may also be entitled to end your subscription – please refer to paragraph 22.2.
27.3 In addition, if you suffer from two or more full consecutive days of service loss then – except where anything described in paragraph 27.5 applies – we’ll refund you an amount equal to the daily charge you’ve paid to us for your subscription for each full consecutive day you’ve suffered service loss. We’ll calculate this daily charge amount by dividing your monthly subscription charge for the billing period within which each such day falls by the number of days in that billing period. This amount is refunded to you as compensation for the service loss.
27.4 In these Terms service loss means that our full fibre broadband service is completely unavailable to you.
27.5 We’re not obliged to refund any amounts to you by way of compensation under paragraph 27.3 where:
(a) you haven’t paid us the charges that you’re obliged to pay to us for your subscription;
(b) the service loss occurs during any free broadband period; and/or
(c) the service loss (including any delay or failure in restoring your broadband service following a loss of service) was caused by:
(i) an outage or degradation occurring outside of the network infrastructure (including cabling and equipment) that we supply or own;
(ii) any unavailability or malfunction of any third-party service, application or content;
(iii) something you have done or have not done, or something that any other of our customers or service users have done or have not done;
(iv) any act of vandalism affecting the network infrastructure (including cabling and equipment) that we supply or own;
(v) any unauthorised equipment being connected to the network infrastructure (including cabling and equipment) that we supply or own;
(vi) any scheduled or emergency maintenance or upgrade;
(vii) any restricted access to the network infrastructure (including cabling and equipment) that we supply or own or to any of the properties or infrastructure located within Welborne Garden Village;
(viii) a power failure; and/or
(ix) any event which is otherwise beyond our, or our broadband partner’s (including SCCIA’s), reasonable control.
27.6 If we become aware that you’re entitled to compensation under paragraph 27.3, we’ll credit your account with the relevant amount. If you think you may be entitled to compensation because of a service loss and you haven’t heard from us, please contact us using the contact details set out in paragraph 28.
28 - Complaints
28.1 We always try to give you the best service we can so if you have any questions, or any complaint or dispute with us, please let us know and we’ll try to sort it out quickly and amicably.
28.2 We have a complaints code of practice (Complaints Code), which is available at www.connexfibre.co.uk. This document explains how we handle complaints or disputes. You may also ask us to send you our Complaints Code in hard copy, or other reasonably required format.
28.3 Any complaints or disputes are handled first by our customer service team. To make a complaint or dispute, you may contact us using the following contact details:
By email:
support@connexfibre.co.uk
By phone:
01279 630580 (our lines are usually staffed during the hours of 8am to 6pm on working days, but we may have different opening times over periods of public holidays, such as the New Year – please see our website for details). Calls to the phone number set out above are charged at Local rates.
By post:
Connex Fibre Limited
20 Jewry Street
Winchester
SO23 8FE
28.4 We’ll do our best to resolve your complaint or dispute with us. Our Complaints Code explains how we’ll do this. However, if we can’t resolve your complaint or dispute with us, you may refer the matter to an alternative dispute resolution service. This is a free-to-use service that is independent from us. The Ofcom-approved alternative dispute resolution service we use is called the Communication & Internet Services Adjudication Scheme (CISAS). They can help to resolve the complaint or dispute you have with us. You can find out more about CISAS in our Complaints Code, and by visiting the CISAS website, which is available at: https://www.cedr.com/consumer/cisas/overview/.
29 - When things happen that are outside of our control
29.1 We’ll not be liable to you for any failure to perform our obligations, or any delay in the performance of our obligations, under these Terms to the extent that the failure or delay is due to events or circumstances genuinely outside our control – including, by way of example, fires, floods, storms, other natural events, acts of God, explosions, civil disturbances, wars, malicious damage or attacks.
29.2 Where events or circumstances that are genuinely outside our control happen, we’ll take reasonable steps to prevent or minimise any delay and try to resume the full performance of our obligations under these Terms as quickly as possible.
29.3 If there is a risk that there may be a substantial delay before we can resume the full performance of our obligations under these Terms, then we’ll let you know and give you the option to end your subscription early.
30 - Other things you should know about
30.1 We can transfer your contract with us for your subscription so that a different organisation is responsible for supplying our full fibre broadband service to you under your subscription as long as it doesn't have a negative effect on your rights. We’ll tell you in writing if this happens and make sure that the transfer will not affect your rights under your contract with us for your subscription. You can only transfer your contract with us to someone else if we agree to this.
30.2 Our contract with you for your subscription is between you and us. Nobody else can enforce it (other than our broadband partner (SCCIA) acting on our behalf) and neither you nor us will need to ask anybody else to agree on ending or changing it.
30.3 If a court or other authority invalidates some of your contract with us for your subscription – for example, because they decide that some of these Terms are unlawful – then the rest of the contract will continue to apply.
30.4 Even if we delay enforcing your contract with us for your subscription, we can still enforce it later. So, while we might not immediately chase you for not doing something – for example, paying your charges to us when due or for doing something you are not allowed to – that does not mean we cannot do it later.
30.5 We do not separately file these Terms or your contract with us for your subscription. All our contracts are concluded in English. You can always access the latest version of these Terms on our website at www.connexfibre.co.uk . Please make a durable copy of these Terms by printing or saving a downloaded copy on your own device.
30.6 These Terms and your contract with us for your subscription are governed by the laws of England and Wales. Wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you live elsewhere, then you may be able to bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Model cancellation form
Complete and return this form if you have changed your mind and wish to cancel your subscription in line with paragraph 6. Please send it to us by email to the following address: support@connexfibre.co.uk
To: Support at Connex Fibre
I hereby give notice that I cancel my contract/subscription for the of sale for the supply of our full fibre broadband service.
Ordered on [*]/received on [*]:
Name of consumer:
Address of consumer:
Date:
[*] Delete as appropriate