Vodafone Home Broadband and Phone terms and conditions from August 2018
Updated January 2019
HOME BROADBAND AND PHONE – YOUR AGREEMENT WITH US
1.1 Your agreement is with Vodafone Limited, registered in England under number 1471587 at Vodafone House, The Connection, Newbury, Berkshire, RG14 2FN. It is made up of these Home Broadband and Phone Terms, your Service Confirmation Letter and the Price Guide. We’ll send these to you by post or email. We also encourage you to take a look at our Returns and Acceptable Use Policies which also makes up your “Agreement” with us.
1.3 These Home Broadband and Phone terms apply to all Vodafone Consumer broadband services including Superfast and Gigafast products unless stated otherwise.
- JOINING US AND CHARGES
2.1 The basics. When you join us we’ll agree certain things with you and set them out in your Service Confirmation Letter. This document includes important information like:(a) Your chosen services and how much this will cost you per month.(b) The minimum period you have agreed to stay with us.(c) Additional services you have chosen as part of your package, when they start and end and when you’ll be charged for these.
2.2 Charging. Your Price Guide sets out current pricing information. This includes 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 Home Broadband and Phone Services provided to you or to someone who is authorised by you. All these charges will be added to your bill.
2.3 One off charges. Delivery charges, router fee, connection and installation charges may apply. You will be informed of these charges (if they apply) when you order the services. Please see the Price Guide on our website for details.
2.4 Payment. You’ll need to pay for all charges within 7 days of the date of your bill. We ask that you pay by direct debit. Where VAT applies it will be included in the charges. If you pay late we’ll charge interest of 2% above the base rate of Barclays Bank each year and you’ll also need to pay a reasonable administration charge (see the Price Guide).
2.5 Change of broadband package. If you request a change of broadband package or a renewal of your Agreement with us and we agree, you will need to agree to a new Minimum Period and you will need to pay the new charges applicable to that Agreement. Early termination fees may apply if you change your broadband package. Your new minimum period will not start until your new service activation date. If you choose to terminate the new agreement within the first 30 days of an upgrade and are within the minimum term of your previous agreement a termination charge may be payable.
3. DURING YOUR AGREEMENT WITH US
3.1 Vodafone Home Broadband and Phone Services are not available separately. If you do not currently have a home phone line and are not taking our Vodafone Gigafast Broadband service, you will need to have one installed in order for us to provide you with the services. A separate charge will apply for this as detailed in the Price Guide.
3.2 We do not commit to providing the Vodafone Home Broadband and Phone Services until we have successfully completed an availability check. If the cost of installation and maintenance of the Vodafone Home Broadband and Phone Services are excessive we reserve the right not to provide these to you.
3.3 Installation. You must be the current occupier of the property or have permission of the property owner for us to install the Services at your address. We will visit your premises on the installation date provided in your Service Confirmation Letter. You or another person authorised by you who is over 18 needs to be present during the installation. There may be a fee for an engineer visit, we will let you know the cost if this is required.
3.4 If you are a Vodafone Gigafast Broadband customer, you will need to sign a “Wayleave agreement”. See further details in the section relating to “Vodafone Gigafast Customers” below and additional installation requirements.
3.5 Installation Offers. If you end the service before the end of your minimum period, a termination fee may apply. Where you have taken advantage of an installation offer and your installation is free or you pay a reduced price compared to our standard installation price we may charge you the difference between the lower price you have paid (if any) and the standard price for installation. This cost will be factored into your final termination fee (and will reflect the cost we have incurred for installation). Note our standard installation costs vary depending on the type of broadband service you have selected. Full details can be found in our Price Guide
3.6 Activation. Where applicable you authorise us to terminate your agreements with your previous phone and broadband service providers. If we cannot do this on your behalf, you will have to do so directly. We will not be liable for any early termination fees or wrongful cancellation of any agreements with your previous providers. Where requested we will try and keep your old phone number when you transfer to us but cannot guarantee this and we may provide you with a new number.
3.7 Equipment. We will supply the broadband equipment to you. You can use your own router to receive the services but you must (i) ensure it is compatible; and (ii) use the Vodafone router in order to display speed information on the Vodafone Broadband app. If you are a Gigafast Broadband customer (a) speed information will not be available on the Vodafone Broadband app; and (b) you will need to use the Vodafone router in order to be able to make calls using your home phone. You must not connect equipment to our network that may harm it, or anyone else’s equipment or services. If the Vodafone Home Broadband and Phone Services are terminated (by you or us) prior to activation or during the “cooling off period” (see 7.3(a) below) or due to any unavailability issue, you must return the broadband equipment which you have received. Failure to return any equipment when requested to do so may result in charges in line with our Returns Policy.