Vodafone Home Broadband and Phone (from October 2015 to December 2016)

Terms and conditions

Vodafone Broadband and Home Phone (from October 2015 to December 2016)

Updated October 2015.

This Agreement is also available in large print or in Braille. Call 03333 043 222 or email disability.access@vodafone.co.uk for information about the accessibility of our products and services.

Summary of Key Terms

I have read and agree to the following:

A. This Agreement covers the Vodafone Broadband and Home Phone Services (defined below) which I use in my Price Plan. It is made up of the Vodafone Broadband and Home Phone Terms, the Vodafone Broadband and Home Phone Price Plan (as shown on the order form, service confirmation letter or welcome letter), our Vodafone Broadband Acceptable Use Policy, our Vodafone Broadband and Home Phone Privacy Policy and any additional products or services I choose to use. If I take out any other additional products or services I fully agree to those separate conditions. I need to check my equipment works and is compatible with Vodafone‘s equipment (including the Broadband Equipment and the Vodafone Managed Equipment) and the other products or services I want to use in order to receive the Vodafone Broadband and Home Phone Services.

B. This Agreement is for the Minimum Period. It starts when Vodafone activates my Vodafone Broadband and Home Phone Services and shall continue until Vodafone or I end it by giving 30 days‘ written notice. If it ends before the end of the Minimum Period (whether by me or Vodafone), I may have to pay an Early Termination Fee. This applies when this Agreement comes to an end in clause 12, except:

  • if Vodafone ends this Agreement by giving me 30 days‘ written notice (clause 12.1) or because Vodafone is unable to provide the Vodafone Broadband and Home Phone Services to me; or
  • if I end this Agreement due to a specific thing that Vodafone has done as detailed in clause 12.2.

In these situations I don‘t have to pay an Early Termination Fee.

C. Charges. I‘ll pay all Charges (whether I use the Vodafone Broadband and Home Phone Services or not), due under this Agreement. The minimum price for the Vodafone Broadband and Home Phone Services provided under this Agreement is the cost of all the Plan Charges for the Minimum Period (plus any one-off upfront charges). I must pay by Direct Debit. We sometimes have to put up our Charges or change our Vodafone Broadband and Home Phone Services during your Agreement. If this happens, we‘ll tell you beforehand. You can read more about this in clauses 10.1 and 10.2. Some Charges are for third party Vodafone Broadband and Phone Home Services. Charges for third party Vodafone Broadband and Home Phone Services may change from time to time and may be outside of our control, so I’ll check your website if I want to know what they are. If the Broadband Equipment is damaged or stolen, I‘ll still have to pay all the Plan Charges for the Minimum Period.

D. Personal Data. Vodafone may use and share my information as described in clauses 15 and 16 and more broadly set out in the Vodafone Privacy Policy available on our Website at www.vodafone.co.uk/broadband, and use information about the type of calls I make to analyse the service Vodafone provides and/or for marketing purposes.

Vodafone Broadband and Home Phone Terms

These terms set out the agreement between (1) the customer whose name appears on the order form, service confirmation letter, welcome letter and/or any other activation documents (“you”, the “customer” or “your”); and (2) Vodafone Limited (“us”, “we” or “our”) in respect of the Vodafone Broadband and Home Phone Services as defined below.

Please read through these terms carefully and note that capitalised words have special meanings - see the “Definitions” section at the end of these terms. You agree to be bound by these terms while you receive the Vodafone Broadband and Home Phone Services, and to read and comply at all times with our Price Plan, Acceptable Use Policy and Privacy Policy which can be found on our Website at www.vodafone.co.uk/broadband.

1. Vodafone Broadband and Home Phone Services

1.1. Unless we tell you otherwise, we agree to provide you with the Vodafone Broadband and Home Phone Services throughout the Minimum Period. For the absence of doubt, this Agreement will continue following the Minimum Period and we’ll continue to supply you with the Vodafone Broadband and Home Phone Services until we or you end this Agreement in line with clause 12.

1.2. If this Agreement ends before the end of the Minimum Period (whether by you or us), you may have to pay an Early Termination Fee. This applies when this Agreement comes to an end under clause 12, except if:

  • we end this Agreement under clause 12.1; or
  • you end this Agreement under clause 12.2; or
  • we end this Agreement because we’re permanently unable to provide the Vodafone Broadband and Home Phone Services to you.

1.3 We’ll provide the Vodafone Broadband and Home Phone Services using reasonable skill and care, but our ability to provide the Vodafone Broadband and Home Phone Services is dependent upon other companies who provide services to us, as well as the general availability of our network. You acknowledge that there are factors outside our control which will limit our ability to provide the Vodafone Services to you. We’ll try to let you know if there are any outages or disruption to the Vodafone Broadband and Phone Home Services, but we may not be able to do so. We cannot guarantee specific levels of performance for Internet access or for the speed of the Vodafone Broadband Services.

2. Eligibility and Coverage

2.1. The Vodafone Home Phone Services and Vodafone Broadband Services are not available separately – if you want to receive the Vodafone Broadband Services you must also receive the Vodafone Home Phone Services, and vice versa.

2.2. You must be the current occupier of the property or have the relevant permission where the Vodafone Broadband and Home Phone Services will be installed, and you confirm that you will remain a resident at that property while you continue to receive and use the Vodafone Broadband and Home Phone Services. If you cease to be a resident at the property where the Vodafone Broadband and Home Phone Services are installed before the end of the Minimum Period, Early Termination Fees may apply. When you place your order with us we’ll conduct a Vodafone Broadband and Home Phone Services availability check. We’ll notify you if we find that we’re unable to provide the Vodafone Broadband and Home Phone Services to you following such a Vodafone Broadband and Home Phone Services availability check. We don’t commit to providing you with the Vodafone Broadband and Home Phone Services until we’ve successfully completed a Vodafone Broadband and Home Phone Services availability check. If the cost of installation and maintenance of the Vodafone Broadband and Home Phone Services is excessive, we reserve the right not to provide the Vodafone Broadband and Home Phone Services to you.

2.3. If the Vodafone Broadband and Home Phone Services are continuously unavailable for more than 3 days, you may be entitled to compensation from us. If this is the case we’ll refund you a proportionate refund of the Charges for the period the Vodafone Broadband and Home Phone Services were unavailable. Please contact us at the details set out in clause 13.

2.4. If for any reason the Vodafone Broadband and Home Phone Services subsequently become unavailable to you (for example, if you reschedule an appointment for the delivery or installation of the Vodafone Broadband and Home Phone Services, we may no longer be able to provide the Vodafone Broadband and Home Phone Services to you), and we may terminate this Agreement and return any monies which you may have paid to us for the Vodafone Broadband and Home Phone Services up to the Service Activation Date (except in the case of any late cancellation of order fees).

2.5. If we terminate the Vodafone Broadband and Home Phone Services due to any unavailability issue, we may require you to return any of the Broadband Equipment and Additional Equipment which you’ve received. If you’re required to return any Broadband Equipment or Additional Equipment, we’ll provide you with pre-paid packaging in order to post that equipment at our cost. Failure to return any such equipment when requested to do so may result in Charges in line with our Returns Policy.

2.6. Your computer and any other equipment which you may use to connect to the Vodafone Broadband and Home Phone Services must meet the required specifications in line with clause 6 and the Vodafone Broadband and Home Phone Guides which are available on our Website.

2.7. Except where clause 17.6 below applies, the Vodafone Broadband and Home Phone Services are available for domestic use only, and must not be used for any business or commercial purposes or on any business or commercial premises.

3. Activation of your Vodafone Broadband and Home Phone Services

3.1. After we receive your order we’ll notify you of the date on which we plan to make the Vodafone Broadband and Home Phone Services available to you (the “Service Activation Date”). The Service Activation Date we provide is detailed in the Service Confirmation Letter. This is provided to us by our third party services supplier. You agree that we’ll not be liable to you for a failure to meet this date.

3.2. Where applicable, you authorise us to terminate your agreements with your previous phone service providers. If we cannot cancel any agreement on your behalf, you may need to do this directly. We won’t be liable for any early termination fees or wrongful cancellation of any agreements with your previous providers.

3.3. Connection fees, installation fees and Vodafone Broadband and Home Phone Services activation fees may apply. Please see the Price Plan or our Website for details.

3.4. If you’re keeping an existing phone number, but taking a fixed phone line from us as part of the Vodafone Broadband and Home Phone Services, you authorise us to cancel that part of your agreement with your old provider which relates to renting that line. However, we can’t cancel any other agreements you may have with your old provider; for example, for renting equipment or for extra lines. We’ll try to minimise any disruption you suffer as a result of moving from your existing provider to us, but you acknowledge that some disruption and a temporary loss of service may be unavoidable.

3.5. We’ll try and retain your existing phone number when you transfer to us; however we can’t guarantee this and we may provide you with a new phone number. If we provide you with a phone line, and you don‘t ask us to transfer your existing number, we’ll allocate a new number to your phone line.

3.6. Your phone number must not be advertised in or on a public phone box. If this happens, we may immediately suspend the Vodafone Broadband and Home Phone Services or end this Agreement. However, we will use reasonable efforts to contact you before we take this action.

4. Installation/access to your home

4.1. We may need to visit your home to install a home phone line. If this is the case, we’ll visit your premises on the Installation Date provided to you. You or a person authorised by you (aged 18 years or over) must be present during installation.

4.2. You agree to obtain any necessary access (wayleave) consent from your neighbours or anyone else which may be necessary to install the Vodafone Managed Equipment; this may include your landlord or the owner of your property.

4.3. You agree to follow any instructions provided to you by us in respect of the fixed line (including the Vodafone Home Phone Services) and the installation and operation of the Vodafone Managed Equipment, and should not move the Vodafone Managed Equipment (e.g. sockets and cables) without our consent once it has been installed by us, as this may affect the connection with our network.

4.4. The Broadband Equipment must be connected to equipment which you own. We aren’t responsible for the functioning of equipment which we don’t provide. You agree to provide and pay for suitable facilities and all necessary electrical and other installations and fittings (including power outlets or sockets) for the operation of the Broadband Equipment.

4.5. Regardless of whether we need to access your home to install a new line or if we’re taking over an existing line, we’ll send you the necessary Broadband Equipment which you’ll need to connect in order to access the Vodafone Broadband and Home Phone Services. You agree to follow any instructions provided to you by us in order to set up and connect the Broadband Equipment.

4.6. We won’t be liable to disruption in connectivity to our network or to the Vodafone Broadband and Home Phone Services if you aren’t following our instructions in breach of this Agreement.

5. Moving home

5.1. If you’re moving home and want to transfer your Vodafone Broadband and Home Phone Services to your new home, please notify us at least 30 days in advance on the contact details listed at clause 13 below. We’ll conduct a Vodafone Broadband and Home Phone Services availability check, and advise you if it’s possible to transfer the Vodafone Broadband and Home Phone Services to your new address.

5.2. If we’re able to provide the Vodafone Broadband and Home Phone Services to your new address, we’ll arrange for the Vodafone Broadband and Home Phone Services to be transferred over to your new address. This may involve the installation of our Broadband Equipment at your new address.

5.3. If you’re moving home during your Minimum Period and either you (1) don’t wish to obtain the same level of Vodafone Services from us or (2) don’t want to transfer your full range of Vodafone Services to your new home, you may have to pay Early Termination Fees.

5.4. If you’re moving home during your Minimum Period and you wish to obtain as a minimum the same level of Vodafone Services and/or additional Vodafone Broadband and Home Phone Services with us, then we’ll waive any Early Termination Fee which may be applicable to the Vodafone Broadband and Home Phone Services.

5.5. If you’re still within the Minimum Period of your Agreement when you request for the Vodafone Broadband and Home Phone Services to be transferred to your new home, then you agree that you’ll become subject to a new agreement with us and a new Minimum Period will be applicable from the Service Activation Date at your new home.

5.6. Connection Charges may be applicable for connecting the Vodafone Broadband and Home Phone Services to your new home. For more details, see your Vodafone Broadband and Home Phone Price Plan or our Website.

5.7. If you’re moving home and, for any reason, we’re unable to transfer your Vodafone Broadband and Home Phone Services to your new address, then you’ll be entitled to end this Agreement and we may waive any Early Termination Fee and/or Charges (as set out on our Website). This is subject to you providing us with reasonable evidence of the change of address and paying all the Charges up to the date that we disconnect your Vodafone Broadband and Home Phone Services. You agree that you’ll continue to be liable to pay such Charges (including any Service & Maintenance Fees) following the termination of this Agreement.

5.8. You understand that certain Charges and Vodafone Broadband and Home Phone Services and Service & Maintenance Fees may be provided by third parties engaged by us, and accordingly it may take up to 3 months for those Charges to appear on our bill to you. You may therefore receive a bill in relation to certain Vodafone Broadband and Home Phone Services after we disconnect the Vodafone Broadband and Home Phone Services and/or terminate this Agreement, and you’ll continue to be liable for all such Charges.

6. The Equipment

Our Broadband Equipment

6.1. We agree to supply the Broadband Equipment to you, provided that you continue to receive the Vodafone Broadband and Home Phone Services for the Minimum Period.

6.2. We’ll take reasonable steps to pass on the benefit of any manufacturer‘s warranty applying to any Broadband Equipment we supply to you.

6.3. If the Vodafone Broadband and Home Phone Services are terminated (by you or us) prior to your Vodafone Broadband and Home Phone Services being activated or during the Cooling-Off Period, then you must return within 14 days any Broadband Equipment including any cables or power supply units to us using the self-addressed pre-paid envelope which we’ll provide to you.

6.4. If you don’t return or if you damage the Broadband Equipment within the timeframe set out above, you’ll be charged a reasonable fee as set out in the Price Plan.

6.5. You acknowledge that the Broadband Equipment which we provide to you under this Agreement is separate from and shall not include the Vodafone Managed Equipment, which shall remain our property.

6.6. You agree to take reasonable care of the Broadband Equipment and the Vodafone Managed Equipment at all times, and agree that if you fail to do so you’ll be responsible for any costs of repair or replacement in the event that the equipment is damaged.

6.7. If there is a fault with any Broadband Equipment during its warranty period, we’ll replace such equipment provided that the Broadband Equipment has not been damaged by you. Any faulty equipment must be returned to avoid any charges as set out in our Returns Policy.

6.8. You should notify us immediately about any loss or damage to the Vodafone Broadband and Home Phone Services, Broadband Equipment and/or Vodafone Managed Equipment or to report any fault with it. We may need access to your premises to make such repairs, and you agree to obtain any consents and provide us with the required access to your premises. You can do this by contacting us on the contact details listed at clause 13 below.

6.9. You agree that you’re liable for any damage to networking infrastructure, including cabling and phone sockets, which is not Broadband Equipment.

Your equipment

6.10. If (1) you prevent us from carrying out the necessary maintenance to the Vodafone Broadband and Home Phone Services; (2) you misuse or damage the Vodafone Managed Equipment or the Broadband Equipment; (3) there is a fault with your own equipment or if you’ve incorrectly configured your own equipment; or (4) you fail to comply with the terms of this Agreement, we may charge you a Service & Maintenance Fee.

6.11. Apart from the Broadband Equipment, you’re responsible for providing all equipment necessary to enjoy the benefit of the Vodafone Broadband and Home Phone Services, including a compatible (POTS compliant) phone and computer with internet/Wi-Fi capability of the required specification. For details of the minimum specification, which may change from time to time, please see our Vodafone Broadband and Home Phone Guides which we provide to you on our Website.

6.12. You agree only to connect equipment to our network which bears the European Consumer Equipment Standards “CE” mark, and agree not to connect any equipment which may harm our network or any of our other customers.

6.13. We don’t take any responsibility for any damage to your equipment or to your data by connection to our network or through the Vodafone Broadband and Home Phone Services.

7. Using the Vodafone Broadband and Home Phone Services – the rules

7.1. You agree that as you are obtaining the Vodafone Broadband and Home Phone Services, you’re responsible for:

  • paying all Charges for obtaining and using the Vodafone Broadband and Home Phone Services;
  • compliance with our Acceptable Usage Policy and our Privacy Policy (as set out on our Website) by anyone who uses the Vodafone Broadband and Home Phone Services; and
  • any use or misuse of the Vodafone Broadband and Home Phone Services by you or any third party, in accordance with this Agreement.

7.2. If we reasonably believe that a breach of clause 7.1 has occurred, even if it happens without your knowledge, we’ll be entitled to immediately suspend all or any Vodafone Broadband and Home Phone Services or end this Agreement without notice in order to protect us, our network, our customers, and other users of our network.

7.3. You agree that you’re responsible for keeping all usernames and passwords secure and private. You agree to notify us as soon as possible if you know or believe that the security of your account has been violated in any way.

8. Complaints

8.1. If you have a complaint regarding the Vodafone Broadband and Home Phone Services, please contact us on 03333 040 191. Calls are charged at your operator’s standard rate. We’ll do our best to fix your issue(s). If we can‘t, you may ask that the matter is referred to an independent ombudsman under our Customer Complaints Code which is available on our Website or by contacting us. You or we may bring legal proceedings in a court in the UK to resolve a dispute under this Agreement. Further information on this complaints process is available on our website.

9. Payment

9.1. You must pay any Charges for the Vodafone Broadband and Home Phone Services within 7 days of the date on any bill which you receive in relation to the Vodafone Broadband and Home Phone Services. You must pay your bill by Direct Debit. VAT will be included if it applies.

9.2. If you owe us any money beyond your due date, and you don’t have valid reasons for disputing the payment, we may charge you interest. We charge interest daily at the rate of 2% above the base rate of Barclays Bank each year. We may charge you reasonable administration costs as a result of you paying your bill late or failing to pay it.

9.3. You’ll be liable for any Charges (including but not limited to Service & Maintenance Fees) you incur from other third parties engaged by us while using the Vodafone Broadband and Home Phone Services, even when those charges are billed by us.

9.4. You agree that you’re liable for any Charges applicable to use of the Vodafone Broadband and Home Phone Services at your home whether you or anybody else (with or without your permission) incur those Charges. If you become aware of any fraudulent use of the Vodafone Broadband and Home Phone Services by someone else, you must notify us as quickly as you can. You understand that you should not in any circumstances give your PIN numbers and passwords to any third party (unless you’re happy for them to use your account and to incur additional Charges on your account).

10. Changing Charges and this Agreement

10.1. We may change or introduce new Charges for Vodafone Broadband and Home Phone Services (which may include add-ons, bolt-ons and/or Service & Maintenance Fees), although we won’t increase our Charges for line rental for Vodafone Home Phone Services until the end of the Minimum Period. If we increase our Charges, we’ll publish the changes on our Website and give you at least 14 days’ notice. However, we may not give you notice of such changes if they relate to third party services which you may not regularly use or aren’t in the control of Vodafone (such as charges to Directory Enquiry or Premium rate numbers).

10.2. We may change or withdraw Vodafone Broadband and Home Phone Services at any time and we may change or introduce new terms to this Agreement at any time. If we do, we’ll give you at least 30 days’ notice of these changes unless we believe such changes won’t disadvantage you or which you don’t regularly use, and you may have the right to end this Agreement.

11. Suspending the Vodafone Broadband and Home Phone Services

11.1. We can suspend or restrict your use of any of the Vodafone Broadband and Home Phone Services (other than access to the emergency services) if:

  • we believe the Vodafone Managed Equipment, the Broadband Equipment or the Vodafone Broadband and Home Phone Services are being used in a way we don’t allow under this Agreement;
  • you haven’t complied with this Agreement (for example, you fail to pay any Charges when due);
  • you fail to comply with our Vodafone Broadband and Home Phone Acceptable Use Policy, or the Vodafone Broadband and Home Phone Price Plan;
  • we’ve asked you for a deposit or part payment which you’ve not paid;
  • we believe that this Agreement was entered into fraudulently or you obtained the use of any number, Broadband Equipment or Vodafone Broadband and Home Phone Services in an unauthorised, illegal or fraudulent way;
  • you become bankrupt, or make any arrangement with creditors, or go into liquidation, or an administration order is made, or a receiver is appointed over any of your assets;
  • you do anything (or allow anything to be done) which we think may damage or affect the operation of our network or services; or
  • any legal or regulatory authority or agency requires us to, or a law or regulation is passed which means we need to do so.

11.2. We’ll try to tell you when we suspend or restrict your use, but we don’t have to.

11.3. When we suspend or restrict your use, this Agreement will continue and you still have to pay all Charges due during any period when we suspend or restrict the Vodafone Broadband and Home Phone Services.

12. Ending this Agreement

12.1. Either you or we may end this Agreement by giving the other 30 days’ notice in accordance with Clause 13. You must pay any outstanding Charges during the notice period.

12.2. You may end this Agreement by writing to us in accordance with Clause 13 if:

  • we don‘t do something fundamental that we should have done under this Agreement, within 7 days of you asking us in writing;
  • we tell you that there will be an increase in your monthly Price Plan line rental charge (calculated before the addition of VAT or other levy) and you write to us within 30 days of us telling you about the increase; or
  • we change this Agreement to your material detriment. This includes: (i) increasing Charges in the UK (calculated before the addition of VAT or other levy) which has the effect of increasing your total Charges (based on your usage in any of the last 3 bills) by more than 10% when compared with the Charges 12 months prior to the increase; or (ii) changing or withdrawing Vodafone Broadband and Home Phone Services. We’ll inform you if this is the case. You need to write to us within 30 days of us telling you about the change, withdrawal or increase which has led you to end this Agreement. This does not apply if this is a change to or withdrawal of third party services not included in your Price Plan, which we and you can cancel (or stop using) without ending this Agreement.

12.3 We may end this Agreement at any time by writing to you if:

  • you do anything (or allow anything to be done) which we think may damage or affect the operation of our network;
  • within 7 days of us asking you in writing, you don’t do something fundamental that you have to do under this Agreement (for example, pay the Charges when they’re due); or
  • we’re permanently unable to provide the Vodafone Broadband and Home Phone Services to you.

12.4 When this Agreement comes to an end:

  • we’ll disconnect your equipment and any Broadband Equipment from our network;
  • subject to payment of the third party Charges set out in clause 5.8 above which may appear on your bills following the end of this Agreement, you’ll have to pay all Charges you owe on the date we disconnect your equipment and/or the Broadband Equipment from our network (including any charges for third party services) following receipt of a bill; and
  • you may have to pay an Early Termination Fee.

This applies when this Agreement ends, except if:

  • we ended this Agreement under clause 12.1;
  • you ended this Agreement under clause 12.2; or
  • we ended this Agreement because we were permanently unable to provide the Vodafone Broadband and Home Phone Services to you.

In these situations you must pay the Charges up to the date of termination, but you don’t have to pay an Early Termination Fee.

12.5. If this Agreement ends before the end of the Minimum Period, and you pay an Early Termination Fee in one lump sum, we may reduce such payment by a rate we set. You can ask us what the reduction will be by contacting us at the details set out in clause 13.

12.6. If you decide to contract with another service provider for alternative broadband or home phone services during the Minimum Period, then we require the other service provider to give us sufficient notice so that we can disconnect the Broadband Equipment from our network. You must pay the Charges during the notice period including any Early Termination Fee which we may elect to charge you at our discretion.

13. Notices

13.1. You can contact us by phone at: 08080 034 515. Calls are free from landlines and mobiles.

13.2. If you contact us, we’ll require your customer account number, account holder name and fixed line phone number. We may require additional contact details.

13.3. We’ll send you notices by email, post, voicemail, text or other form of electronic message and will assume for notices by post that you’ve received them 48 hours after we’ve sent them. We’ll send all bills and notices served by post, to the address you’ve have given. You must tell us about any changes to your address. If you want to write to or email us, please use the address shown on your bill.

13.4. We’ll send all bills and notices served by email or post, to the address you’ve given. You may view your bills and notices online at www.vodafone.co.uk/myvodafone. You must tell us about any changes to your address or email address. If you want to write to or email us, please use the address shown on your bill.

14. Liability and exclusions

14.1. We’re legally responsible to you if our negligence causes death or personal injury.

14.2. We won’t be legally responsible to you for:

  • loss of income or profits;
  • loss of use of the services;
  • lost business or missed opportunities;
  • any loss or damage that is not directly caused by us or which we could not reasonably expect at the time we entered into this Agreement with you;
  • any additional costs of having to stay at home to wait for an engineer;
  • any additional costs associated with a service outage; or
  • any absence or lateness of arrival of any of our engineers beyond a scheduled time.

14.3. We won’t be legally responsible to you if we can’t provide the Vodafone Broadband and Home Phone Services because of something outside our reasonable control.

14.4. Except for fraud or where our negligence causes death or personal injury, we won’t pay more than £3000 or 150% of the Charges in the previous 12 months, whichever is higher, for each claim or a series of related claims.

14.5. The terms of this Agreement won’t affect any rights which you may have under any law and which we cannot exclude under any Agreement.

15. Personal information

15.1 We and our group companies may use your information in accordance with the terms below, our Acceptable Use Policy and our Privacy Policy (which can be found on our Website at www.vodafone.co.uk/broadband).

15.2 We and our group of companies will use your information for the following purposes, including but not limited to:

  • manage your account, provide you with the Vodafone Broadband and Home Phone Services which you’ve requested, carry out customer care activities and train our staff, including monitoring calls, emails or text messages that you send us;
  • monitor the quality and security of our network and test and maintain our IT systems;
  • analyse your use of the Vodafone Broadband and Home Phone Services including, but not limited to, for marketing purposes or for other purposes such as carrying out research for statistical analysis. In doing so, we may monitor your use of the Vodafone Broadband and Home Phone Services, such as the volume of the calls and messages you send and receive and your location at the time these communications take place, as well as your browsing habits or history and use of our Websites. We may monitor and analyse when or how frequently you access certain content through the Vodafone Broadband and Home Phone Services;
  • send your information to the emergency services (if you make an emergency call), including the location of your fixed services; and/or
  • contact you with marketing messages if you haven’t opted out of receiving them. These messages may include marketing from other organisations, but we won’t pass responsibility for your information to these other organisations. If you don’t want to receive marketing messages from us, please contact us by calling 08080 034 515. Calls are free from landlines and mobiles.

15.3. Whenever possible, we’ll aggregate or anonymise your information when sharing it with third parties so that you aren’t identifiable in any way. We may also share your information with our content service providers in order to assist them in analysing and evaluating the services they provide with us, or for any other purposes identified and set out in our Privacy Policy.

15.4. When you sign up for the Vodafone Broadband and Home Phone Services, you’ll be asked whether you would like to include or exclude your details in any directory enquiry service. We don’t automatically include your details in any directory or directory enquiry service. You may contact us in order to request any change to your directory enquiry services at any time during this Agreement.

15.5. For more details on how we use your information, please read the Privacy Policy on our Website.

15.6. Your Privacy Rights: You’re entitled to receive a copy of the information which we hold about you. You’re able to do this by writing to us using the form available on our website. The form is located in the “Your Privacy Rights” section of our main Privacy Policy. We may charge any applicable and appropriate fees in order to supply this information. You may also ask us to correct any incorrect information which we hold about you. Please do so by contacting our customer services team on 08080 034 515. Calls are free from landlines and mobiles.

16. Credit reference and fraud prevention agencies

16.1. You can ask us about how we use your details for credit checking and fraud prevention when you take out this Agreement. We’ll also release, to credit-reference agencies, debt-collection agencies and fraud-prevention agencies, details of your Agreement with us including any change of address, payments you make, account balances, missed payments, disputes and queries. We, and other organisations, may use this information to help make decisions about other credit applications made by you or other members of your household you’re linked to financially, and to protect both our business and our customers from fraudulent activity. We may also use any information we hold to trace debts and assess claims. If you don‘t pay us in full, and on time, we may tell credit-reference agencies who will record the debt.

16.2. If we suspect that false or inaccurate information is provided, or fraud is identified, details will be passed to fraud-prevention agencies. Law-enforcement agencies may access and use this information. We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:

  • checking details on applications for credit and credit-related or other facilities;
  • managing credit and credit-related accounts or facilities;
  • recovering debt;
  • checking details on proposals and claims for all types of insurance; or
  • checking details of job applicants and employees.

16.3. Please contact us using the details set out in Clause 13 if you want to receive details of the relevant fraud prevention agencies. We and other organisations may access and use, from other countries, the information recorded by fraud-prevention agencies.

17. General

17.1. We may transfer this Agreement to anyone at any time. However, you can‘t transfer this Agreement to anyone unless we’ve agreed in writing.

17.2. If you or we fail to enforce our rights under this Agreement, it won’t prevent you or us from taking further action.

17.3. A person who is not a party to this Agreement has no right to benefit under or to enforce any terms of this Agreement.

17.4. This Agreement is under English law and English Courts have exclusive jurisdiction, unless:

  • you live in Scotland, in which case, it will be governed by Scottish law; or
  • you live in Northern Ireland, in which case it will be governed by the law of Northern Ireland.

17.5. If you’re a customer with special needs (for example an elderly or disabled customer) we can provide you with services and products geared towards your needs. We can provide you with information material in other formats, such as Braille, audio or large print. Please contact us and tell us how we can help you.

17.6. If you’re contracting for the Vodafone Broadband and Home Phone Services for your business:

  • references to your information shall also include any information of any employees or other personnel in your business which is made available to us in relation to the Vodafone Broadband and Home Phone Services, and it’s your responsibility to ensure that anyone within your business whose information is provided to us agrees to our use of that information;
  • where the Vodafone Broadband and Home Phone Services are supplied to your business premises, references to ‘home’ shall instead refer to your business premises; and
  • clause 2.7 shall not apply to the Vodafone Home Phone Services and Vodafone Broadband Services.

18. Definitions

Additional Equipment - any equipment which is not Broadband Equipment made available by us to be used for the Vodafone Broadband and Home Phone Services.

Agreement - these terms, the Vodafone Broadband and Home Phone Price Plan, the Vodafone Broadband and Home Phone Acceptable Use Policy, Vodafone Broadband and Home Phone Privacy Policy and any terms for any other products and services you choose to take out.

Broadband Equipment - a router, filters, cables, power supply unit and other equipment, as described on the Website. For the avoidance of doubt, this won’t include Customer equipment such as laptops or desktop computers or any other equipment which Vodafone doesn’t provide.

Charges - charges for Vodafone Broadband and Home Phone Services, as published in our Price Plan or which we otherwise provide. These include the monthly Plan Charge (billed for the month ahead unless we say otherwise), usage charges or charges for third party services (billed after use), any other charges for the Vodafone Broadband and Home Phone Services provided to you or to someone, who is authorised by you, to use the Vodafone Broadband and Home Phone Services (for example, charges incurred by other members of the household using the Vodafone Home Phone Services or Vodafone Broadband Services) and any Early Termination Fee which may be payable.

Cooling-off Period - is the period commencing on the date of your order for the Vodafone Broadband and Home Phone Services and ending 30 days from the Service Activation Date.

Early Termination Fee - a fee which represents the outstanding amount payable by you for the remainder of your Minimum Period at the time of termination (which may include outstanding Plan Charges) and any applicable administrative charges, less any discount we may apply. Contact us to find out further details regarding Early Termination Fees. Further details are available in your Vodafone Broadband and Home Phone Price Plan.

Installation Date - is the date on which we’ll visit your premises to install any Broadband Equipment which is necessary for the provision of Vodafone Broadband and Home Phone Services. This date will be arranged with you in advance.

Minimum Period - a period of time shown on your order form or in the Service Confirmation Letter, which begins from the Service Activation Date.

Plan Charges - the minimum monthly amount we charge you for the plan you’ve chosen.

Price Plan – our price plan document setting out further details of the Vodafone Broadband and Home Phone Services applicable to you and any pricing applicable to such Vodafone Broadband and Home Phone Services which is available on our Website.

Service Activation Date - is the date on which the Vodafone Broadband and Home Phone Services are connected to our network as set out in clause 3.1.

Vodafone Broadband and Home Phone Services - the communications service you receive through our network, third party services and other services we may provide to you from time to time including, but not limited to, the following:

  • the “Vodafone Home Phone Services”, comprising line rental providing access to our network, and the calls and features as detailed in your chosen bundle set out in your order form or such bundle as you request from time to time;
  • the “Vodafone Broadband Services”, comprising network access to the Internet, including ADSL and Fibre products, phone support and the other applications and features as described on our Website; and
  • any “Additional Services”, which we may supply and you may order from us from time to time. Additional Services include where we agree to carry out any work at your home (for instance installing or upgrading your phone line).

Service & Maintenance Fee - the fee which you may need to pay for any repair to the Vodafone Broadband and Home Phone Services, or the Broadband Equipment which we may vary from time to time as set out in our Price Plan.

Vodafone Managed Equipment – any equipment or telephony which is owned by Vodafone or the property of our service providers, even though it’s in your home. This will include the phone line, socket and any cabling which isn’t provided as part of the Broadband Equipment.

Website - www.vodafone.co.uk/broadband or any such other website or URL which we may dictate to you from time to time.

Our registered office is at: Vodafone House, The Connection, Newbury, Berkshire RG14 2FN and registered company number is 1471587