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Hull deserves better : Get connected with ultra-fast broadband

Connexin

Super Fly Wi-Fi

Connexin Fibre

General

Partner Fibre

We are Connexin Networks Limited (“Connexin”) a company incorporated in England with Company registration number 12875251. Our registered office is at 9th Floor 107 Cheapside, London, United Kingdom, EC2V 6DN.

You are a Residential Customer and not a business and are not intending to use our Service wholly or mainly for business purposes. You confirm that the name and contact details on the Order Confirmation belong to a person authorised to enter into contracts and accept liability to pay our charges. The address stated in our Order Confirmation is the location where our Service will be activated for your use. If your billing address is at a different location, please specify this.

These are the terms and conditions on which we supply our Super Fly Wi-Fi Service to you. Please read them carefully. These terms tell you who we are, how we will provide our Super Fly Wi-Fi Service to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

You can contact us through various means such as Live Chat, social media, the customer portal, by telephone, or by writing to us. Further details are provided on the ‘Contact us’ page of our Website.

 If we need to contact you regarding your Service, we will do so using the contact details provided by you such as by phone, email, SMS text message or by writing to you at the email address or postal address you provided to us in your Order. We may send customer service announcements to you by email, SMS text message, push notifications through applications, or by any other similar means. Please ensure that you tell us immediately if any of your contact details change.



These terms and conditions apply in addition to the Connexin Residential Fibre Terms and Conditions, which can be found on our Website.



For the purpose of our Contract, the following terms have the following meanings:



 means the date on which the Super Fly Wi-Fi Service goes live as specified in the Order Confirmation.



 means the fee which may be charged to activate or reactivate the Super Fly Wi-Fi Service and/or your Connexin Fibre service.



 means the residential Connexin’s Fibre broadband service ordered by you.



 means the router capable of supporting Super Fly Wi-Fi Services that we supply to you as an essential part of providing the Connexin Fibre services (including upgrades or replacements) which will be our property at all times.



 means an eligible Connexin Fibre broadband service capable of supporting our Super Fly Wi-Fi Service.



 means the minimum term of the Super Fly Wi-Fi Service which you have chosen as described in the Order Confirmation.



 means an order for the Super Fly Wi-Fi Service made by you either via our Website, live chat, customer portal or by telephone describing the details of the Super Fly Wi-Fi Service you require (and the term “Ordered” shall be construed accordingly).



 means an email confirmation of your Order in which we accept your Order.



 means our price book for residential customers which can found on our Website.



. This means the Connexin Wi-Fi service Ordered by you and provided by us as shown in your Order Confirmation.

1.1	Our Super Fly Wi-Fi Services are only available to residential customers who have an Eligible Connexin Broadband service. The addition of our Super Fly Wi-Fi Service will require your eligible Connexin broadband service to restart with a new Minimum Period. Activation fees may apply to Super Fly Wi-Fi Services.

1.2	The amount you pay for the Super Fly Wi-Fi Service depends on the tier of service you have ordered and is shown as a monthly amount, including VAT on your Order Confirmation, payable in advance. Payments must be made by direct debit, credit or debit card or any other payment methods we support from time-to-time. Your first payment will include the Activation Fee (if any).

1.3	We may review our charges at any time, but any price changes will not apply to contracts which are still within the Minimum Period. If our prices are to change, we will give you at least one month’s notice and you will be entitled to contact us to terminate our contract in the event that you do not agree to accept our price changes.

1.4	Our Super Fly Wi-Fi Services are subject to a Minimum Period, which is set out on your Order Confirmation, starting from your Activation Date. You must keep and pay for the Super Fly Wi-Fi Service for the whole of the agreed Minimum Period, unless you or we are allowed to end this contract earlier.

1.5	As part of the Super Fly Wi-Fi Service, we will provide to you the number of additional Wi-Fi nodes specified for the tier of Service you have chosen, to enable you to achieve at least 5 Mbps Wi-Fi speed in every room of your home, according to the home size specified for your chosen tier. The service tier specifications are as follows:

a)	Super Fly Wi-Fi Starter. This has a Wi-Fi coverage range that is typically suitable for homes with up to three bedrooms. We will provide one additional Wi-Fi node to mesh with your Connexin Router to expand your Wi-Fi coverage around the home.

b)	Super Fly Wi-Fi Plus. This has a Wi-Fi coverage range that is typically suitable for homes with up to four bedrooms. We will provide two additional Wi-Fi nodes to mesh with your Connexin Router to expand your Wi-Fi coverage around the home.

c)	Super Fly Wi-Fi Max. This has a Wi-Fi coverage range that is typically suitable for homes with up to five bedrooms. We will provide three additional Wi-Fi nodes to mesh with your Connexin Router to expand your Wi-Fi coverage around the home.

1.6	Connexin owns all and any additional Wi-Fi nodes we supply to you to use the Super Fly Wi-Fi Services. If at any point your contract for Connexin Fibre Services or Super Fly Wi-Fi Services is terminated, you must return all Wi-Fi nodes provided to you (see clause 6 below).

2.1	Connexin Super Fly Wi-Fi Service provides a mesh Wi-Fi system consisting of your main Connexin Router and a series of one or more (depending on the tier) additional satellite nodes, placed around your home. They are all part of a single wireless network and share the same SSID and password, unlike traditional Wi-Fi routers and extenders. The mesh Wi-Fi system will automatically use the nearest Wi-Fi node to the device you are using to ensure you have the fastest available speed on your network.

2.2	Due to the shared use of networks and factors outside our control such as access to 3rd party content and services, your internet access availability and speed may vary from time to time. In addition, the actual speed that you experience can be affected by a number of variable factors including your router and node positioning, wall thickness and construction, size of rooms, presence of metal piping, electrical devices, fish tanks and other dense objects and the capabilities of the devices which are using the Wi-Fi.

2.3	None of our Super Fly Wi-Fi Service tiers will extend coverage to:

a)	Conservatories
b)	Basements
c)	Outbuildings
d)	External garages

Please note that certain barn conversions will not be suitable for coverage under the Super Fly Wi-Fi Services due to the construction and design of the building. For more information please contact our customer support team.

3	What happens if I am not getting Wi-Fi coverage in every room?

3.1	If you are not getting at least 5 Mbps Wi-Fi in every room of your home then please contact our customer support team who will provide technical assistance to make sure that you have the correct Super Fly Wi-Fi Service for your home size and construction, that the Wi-Fi nodes are correctly set up in your home and none of the factors mentioned in clause 2 above are relevant.

3.2	If you have made all the adjustments recommended by our team and you are still not getting the speed and coverage specified for your tier of Super Fly Wi-Fi Service, then you may cancel the Super Fly Wi-Fi Service before the end of your Minimum Period without having to pay any early termination charges. Your Connexin Fibre service term will not be affected and your contract for Connexin Fibre services will continue in full force and effect.

4	Can I change my Super Fly Wi-Fi Service tier during my Minimum Period?

4.1	You may downgrade your Super Fly Wi-Fi Service to a lower tier without incurring early termination charges, provided that you enter into a new Minimum Period for both your Connexin Fibre service and new Super Fly Wi-Fi Service. If you downgrade to a level of Super Fly Wi-Fi Service below the recommended level for your house size, we cannot guarantee the levels of speed and coverage you will experience from your Super Fly Wi-Fi Service and you will not be entitled to the benefits of the cancellation rights set out in clause 3 above.

4.2	If you decide to downgrade your Super Fly Wi-Fi Service, you will be required to return any additional Wi-Fi nodes that were provided to you as part of your original Super Fly Wi-Fi Service. An administration fee (as per our Price Book) may be applied to process your downgrade request. For further information on return of equipment see clause 6.

4.3	You may upgrade your Super Fly Wi-Fi Service provided that you enter into a new Minimum Period for both your Connexin Fibre service and new Super Fly Wi-Fi Service. If you decide to upgrade your Super Fly Wi-Fi Service, we will provide you with the additional Wi-Fi nodes required as part of the upgraded Super Fly Wi-Fi Service.

5	What if I no longer want my Wi-Fi Service?

5.1	Your right to cancel. You have the right to cancel your Order for Super Fly Wi-Fi Services by contacting us within 14 days from the day after the day on which you receive your Order Confirmation (the “Cooling-off Period”). You must put your request in writing. You can do this by contacting us through various means such as Live Chat, the customer portal, by telephone, or by writing to us. Further details are provided on the ‘Contact us’ page of our Website.

5.2	If you request activation of your Super Fly Wi-Fi Service within the cancellation period and we have started to provide the Super Fly Wi-Fi Service, you will have to pay us the cost of the services you've received up to the point when you notify us of cancellation, including the Activation Fee (if applicable). If you cancel your Order within the Cooling-off Period, the contract won’t end until you’ve returned the Wi-Fi nodes (see clause 6 below).

5.3	Ending the service during the Minimum Period. If you decide to cancel your Super Fly Wi-Fi Service before the end of your Minimum Period then early termination charges may apply up to the amount of the remaining charges for the Minimum Period. You must return the additional Wi-Fi nodes (see clause 6 below). Your Connexin Fibre service term will not be affected and will continue. If you give us 1 months’ notice to end the Super Fly Wi-Fi Service at the end of the Minimum Period and return the Wi-Fi nodes provided to you, then no early termination and non-return charges will apply.

5.4	Ending the service after the Minimum Period. If you decide to cancel your Super Fly Wi-Fi Service after the end of the Minimum Period, then you must give us 1 months’ notice. The Super Fly Wi-Fi Service will not end until 1 calendar month after the day on which you contact us. For example, if you tell us you want to end the service on 4 February we will continue to supply the service until 3 March. We will only charge you for supplying the service up to 3 March and will refund any sums you have paid in advance for the supply of the service after 3 March (subject to any charges for non-return of equipment - see clause 6 below).

6.1	When this contract ends for any reason or if you wish to downgrade your service, you must return to us in the manner we request all Wi-Fi nodes we supplied to you within 14 days of the end of your contract or cancellation under clause 5.1. The returns address can be found on our website here: <Link>

6.2	You are responsible for the costs of returning the Wi-Fi nodes and for ensuring that the Wi-Fi nodes reach us in good working order and are not damaged. If you don’t return the Wi-Fi nodes within 14 days, we will charge you for any non-returned Wi-Fi node. For more information, please see our price guide for details of these charges.

6.3	We will test any returned Wi-Fi nodes and if any are damaged other than through fair wear and tear, we will charge you the full replacement value and may recover those charges using your usual method of payment. For more information, please see our Price Book for details of these charges.

Super Fly Wi-Fi Terms and Conditions

Here at Connexin we want our customers to have the best experience possible whenever you need to contact us. We understand that on some occasions you may need additional help and support when communicating with us, or when using our services.

When you contact us, we may not always know that you require additional help. So, when you are speaking to one of our customer care team, please let us know and we’ll make sure that this is recorded on your account so that we know for next time when you call.

Below, you’ll find information about the different ways Connexin offers help to those customers who need it. Whatever difficulties that you may have, we’ll always try to be clear in our instructions or advice and not put you under any undue pressure.

Help for customers who have hearing or speech difficulties.

We offer a Live Chat service as standard. You’ll find the red chat button at the corner of each page on our website.

If you have a fault with your service, which you rely on, then we will endeavour to prioritise your appointment with no additional costs.

We’ll endeavour to prioritise your repair over standard service levels. However, this may not always be possible due to reasons beyond our control, for example, extreme weather conditions that can delay or prevent our engineers from carrying out the repair work.

You may nominate a friend of relative to help manage your account. Please let us know when you speak to us and we can record this on your account.

Help for customers with impaired vision or blindness.

If you require your bill in a different format, such as large print, audio or braille, please let us know and we’ll endeavour to do our best to support you with your requirements.

Help for customers with conditions that might impact their decision making or communication.

If you want to assign a Power of Attorney to act on your behalf, or to let us know that you wish to act on behalf of one of our customers, please send us a certified copy of the LPA certificate to the following address:

Connexin, Unit4B, Earls Court, Henry Boot Way, Hull, HU4 7DY

Further information about LPAs can be obtained from your solicitor or Citizens Advice Bureau.

Help for customers with mobility difficulties.

Accessibility Policy

At Connexin, we continuously aim to strengthen our community by providing faster, more affordable broadband to residents and businesses. Our local communities are at the very heart of what we do. We develop strong relationships by providing a high level of service, care and respect for all our customers irrespective of their circumstances. We believe that everyone, whatever colours, shapes and sizes, or what type of vulnerability you may have, should have equal access to the amazing services that we have to offer.

In life we face many challenges, and sometimes we might face situations that may make us vulnerable. This might be because of age, physical or mental disability, or difficulty in communicating.

Therefore, we want to give our customers the best experience each time and every time you contact us, whether it’s over the phone, using our online chat system or a call-out to your home. When you contact us, please make sure to let our team know that you require additional support, we’ll make a note on your account so that we can best guide and support you.

Any information we store about you will be treated in the strictest confidence and in accordance with Data Protection legislation.

You may appoint a third party to represent you, and we will comply with all relevant Data Protection laws to help you with this. We will need your permission to deal with that third party and to confirm what matters we may talk to them about.

Please also refer to the 

 on our Website for further support.

To contact our Customer Care team, please use our details on the 

Vulnerability Policy

This Policy describes what Connexin deems as acceptable use of our Services and Network.

In this Policy the following references shall have the meanings set out below:

“Network” means our broadband network which we use to provide you Services.

“Services” means the Connexin broadband service described in our Price Book.

“Website” means the Connexin Website.

References to “we”, “us” or “our” are references to Connexin Limited and all references to “you”, “Customer” and “your” are references to you, the customer of Connexin.

This policy applies to Connexin customers and anyone properly authorised by you to use the Services we provide over our Network. You may use our Network to access the internet for different purposes, as long as they are within the law and regulations. This policy forms part of our terms of business for all customers.It is the responsibility of you to make sure that anyone you allow to use the Services complies with this Acceptable Usage Policy.

You have full control over what data you choose to upload or download to the internet. You are responsible for:

materials or content accessed or put online

materials or data on equipment that you connect to our Services

websites or pages you own, run or control using our Services

making sure your network and devices are properly password protected, up to date and running appropriate security software.

We cannot see or monitor the content of the packets of data which you send and receive over our Network. However, we do monitor the type and amount of data packets flowing through our Network to ensure good network performance and to guard against any activity aimed at harming our customers or our network.Further information about how we manage your personal data can be found in our Privacy Policy.

Customers must use our Services within the law and without infringing the rights of anyone else or causing any harm. This is what we mean by acceptable use and any other use of our services is ‘unacceptable’.

Below we have listed some examples of uses of our Network which are unacceptable, either because the use is illegal, malicious, harmful to others or will interfere with the operation of our Network. This list is not exhaustive, and we may deem any use to be unacceptable. Examples of unacceptable use:

Using the service in any way which is or is intended to be, criminal, fraudulent or otherwise illegal.

Using the service to harm, or attempt to harm children or any other vulnerable person.

Using the service to threaten, harass, stalk, abuse or in any way violate the rights of others

Using the service for any malicious activity, including spam calls, nuisance calls or any unsolicited calls or advertising.

Breaking, or trying to break, the security of anyone else’s equipment, hardware or software without the owner’s express permission;

Uploading, downloading, posting, publishing or transmitting any information or software that is protected by copyright or other ownership rights without the permission of its owner;

Copying or distributing any software that we provide (but you may make a backup copy of any software that we provide for your personal use);

Using any Internet Protocol (IP) address that Connexin has not assigned to you, or impersonating another user, whether on our network or external to our network.

Using the services in a way that (i) risks degradation of service levels to other customers, (ii) puts Connexin’s systems at risk or (iii) interferes with or attempts to interfere with the operation of any of Connexin’s equipment, services or its website or (iv) interferes with or attempts to interfere with the normal running of any website or any other web resource;

Knowingly transmitting any data, sending or uploading any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

Running open mail relays or open web proxies or similar services that can allow unknown third parties to use your connection without your knowledge or control;

Modifying identifying network header information in order to deceive or mislead.

You may and can from time to time provide interactive services on our Website, for example, Support Chat conversations, social media and Customer Forums (“Interactive Services”). Where we provide any Interactive Services, Connexin will give you clear information about the kind of service offered, whether it’s moderated and, if it is, the sort of moderation that’s being used (e.g. whether it’s human or automated).

We will do our best to work out any possible risks for users (especially for children) from other people when they use any Interactive Services, and will decide in each case whether to use moderation (and what kind this should be). However, we don’t have a duty to keep an eye on or moderate any Interactive Services. We also accept no responsibility for any loss or damage caused by someone who uses an Interactive Services but doesn’t follow the “Content Standards” section below (whether the Interactive Service is moderated or not).

A child can only use an Interactive Service if their parent or guardian agrees to this. Connexin advise both parents and guardians who allow their children to use an Interactive Service to talk to their children about the risks involved with this and about staying safe online.

The security of our Network and the protection of our customers is a key priority and we ask that you do your part to ensure that risks to your own home network and to our wider Network are avoided wherever possible.

Any passwords we give you to access our Services must be kept secure and not shared with any third party unless they have permission from you to use the connection to our Services within the limits of this policy, in the normal course of use in residential settings.If you are in any doubt about the security of your password, or you believe it has been stolen or unlawfully used, please contact our customer services team immediately.

Your router and WiFi MESH use encryption to protect the integrity of your data connection.However, you are responsible for the security and protection of any device which you use to access the internet using our service.We are not responsible for the loss of any data you control while using our Service.

You must decide whether any content or communications you access using our Services is appropriate for children or others at your Premises to view or use.

You are responsible for setting parental controls or any other controls available for our Services and keeping them up to date. When parental controls are on, we limit access to websites we (or our supplier) believe should be blocked because they may be unsafe or unsuitable for you to view or access based on the choices you've made.

If we think you have not followed this Policy, Connexin will investigate this. We will act reasonably and fairly when and if we do. You should be aware that we will block any electronic communication that we reasonably consider to have breached this Policy.

If you have breached this Policy, or we or a third party, reasonably suspect that you may have breached this Policy, we will notify you by email (provided that this notification does not prejudice any investigation) and we may also:

immediately suspend your access to Connexin broadband until such time as we are satisfied the breach has stopped;

immediately end your Connexin broadband contract;

notify and/or pass on the details of the breach of the policy to any relevant government, statutory, self- regulatory or law enforcement authority;

investigate the alleged breach of the Policy, which may include gathering information from you and/or the complaining party (if any) and the examination of any other data or material on Connexin’s Networks or;

remove (either temporarily or permanently), copy, store, monitor or otherwise deal with data and/or other material on Connexin’s Networks.

Connexin will use your personal data and other account information in connection with any investigation carried out by Connexin in accordance with this Policy, including by disclosing it to any third party authority that Connexin considers has a legitimate interest in any such investigation or its outcome.

We will respect any personal information provided by you and undertake to comply with all data protection legislation currently in force. Any personal information provided by you shall be subject to our Privacy Policy, which can be found on our website. We shall not disclose your registration details to any third party without your permission unless in accordance with the terms of the Privacy Policy.

Your Agreement with Connexin is made under English and Welsh law. If a dispute arises that we cannot settle between us, despite following the Complaints Code of Practice which can be found on our Website, it will be decided in the English and Welsh courts.

Connexin may and can update or change this Policy at any time. If we make such changes, we will update the relevant terms on our Website.

Acceptable Usage Policy

Here’s some useful information about what happens on the day of your installation.

Our standard aerial installations are quick and easy. It usually takes around 1 hour and can be booked 5 days a week, between the hours of 9am to 5pm.

 - All of our engineers will arrive on time with their ID

 - An overhead fibre cable will be installed at your property

 - Internal installation will be carried out, e.g. fibre router

 - We’ll get you connected with hyper fast speeds

The installation engineer will attend your property at the allocated time. Appropriate protective gear will be worn along with a Connexin ID badge.

An on-site risk assessment will be carried out. (Please note that any risks that cannot be mitigated may halt the installation.)

The engineer will talk you through the work and agree the router position. (Please note that if the router needs to be more than 15 metres away from the point at which the cable enters your property, we may be able to offer a longer cable or extension leads to support this. There will be an additional charge for this – your installation engineer will discuss and agree this with you on the day.)

If you need additional data points to be installed at your property – we can organise a second visit to carry the work. Please refer to the Price Book on our Website for more information.

Using a mobile elevated working platform (MEWP), the engineer will span the fibre cable from the nearest telegraph pole to your property.

The engineer will then attach a lead-in unit to the outside of your house. This allows us to get the fibre cable into your property.

Next, the engineer will drill a 10mm hole in your wall (from the inside out).
Then, the engineer will install a small external fixing to the outside of your property.

We will then feed the external fibre cable through the 10mm hole, using appropriate fixing method and making sure that everything is water-tight.

We will then go back into your property and terminate the fibre to a fibre socket.

Next, we will install the Optical Network Termination (ONT).

Our Super Fly WiFi router will then be installed, to a location agreed with you.

We’ll connect up each of the above device and run some tests to make sure that everything is working as expected, and that you are getting the hyper fast download speeds that you deserve.

We’ll clean up our mess – removing any brick dust and packaging from the inside and outside of your property.

The engineer will then help you to download the Connexin Smart Home App onto your smartphone, and give you a quick demo of the features available.

Once you are happy with everything, we’ll ask you to sign our handover pack - the Engineer will take a quick photo of this on their mobile phone, and then leave you to enjoy your amazing fibre broadband.


If you have any concerns or questions during your installation, please speak to the engineer or technician on site who will be happy to assist you. If, after the installation, you encounter a problem or have a question, please refer to the handover pack or contact us here.

Please use our online coverage checker to check what services are available to you. Once you have selected a package available to you, please follow the online signup form to book an installation. For our partner’s broadband packages, we may not be able to provide you with an installation date/time straight away. Once we submit our request to our partner, an installation date and time will then be provided to us, at which point, we will contact you to secure the installation slot.

Does someone over the age of 18 need to be present?

There must be someone over the age of 18 at the property during the installation. This is to ensure that the installation is carried out as we have agreed. If you are not able to be present, please ensure that the adult who is present understands your requirements and has your authority to agree the installation route.


Do I need permission to install an external fibre cable?

Please ensure that the route of the installation is within the boundaries of your property. If we need to install across land that you do not own, we may need permission from the landowner. Without the correct consent or permission, we will not be able to carry out the installation.



Is Connexin allowed to install fibre cable in my property?

Our network is made up of equipment which is installed in the public highway and private property using rights granted under the part of the telecommunications legislation known as the Electronic Communications Code. This Code, in conjunction with your permission, enables Connexin to place equipment on your property and to maintain it. You should ensure that any future purchaser of your property is made aware that the property is connected to a full fibre network and the equipment has been installed with these rights.

To prevent any damage to the equipment and loss of signal, we ask you to ensure that any future owner or any other person doing work to your property is aware of the position of the fibre cables.


Non-standard installations may be needed for any property that requires extra work or materials to set up your service. For example, if your property is Grade 1 listed, has a wooden fascia, or is large in size and therefore needs additional cable lengths. If your property falls into the non-standard category, we may need to visit before the installation to determine the scope of any extra work or materials needed. Where additional work or materials are required, we will provide a quote to you to cover any extra costs to you.

If we identify your installation may be non-standard, we will contact you in advance to organise an appointment with an engineering technician. (You may not need to be present for this, but we will need your permission to be on your property.)

Our technician will come out and carry out an assessment and then provide you with a breakdown of the work needed to conduct your installation. If you are happy with the additional work and the extra cost to achieve this, the non-standard installation can be scheduled. These appointments can take a little longer than our standard installation – we will let you know beforehand.

The installation process will follow the standard steps as detailed above, taking into account the non-standard elements.

Fibre Installation Guide

Fibre Terms and Conditions for Residential Customers

We are Connexin Networks Limited (“Connexin”) a company incorporated in England with Company registration number 12875251. Our registered office is at 9th Floor 107 Cheapside, London, United Kingdom, EC2V 6DN.

You are a Residential Customer and not a business and are not intending to use our Service wholly or mainly for business purposes. You confirm that the name and contact details on the Order Confirmation belong to a person authorised to enter into contracts and accept liability to pay our charges. The address stated in our Order Confirmation is the location where our Service will be activated for your use. If your billing address is at a different location, please specify this.

These are the terms and conditions on which we supply our broadband Service to you. Please read them carefully. These terms tell you who we are, how we will provide our broadband Service to you, how you and we may change or end the contract, what to do if there is a problem and other important information. Use of our broadband Service is subject to our Acceptable Use Policy and our Privacy Policy which you can read on our Website.

If the fibre broadband network has not yet been installed at your property, we will make the necessary arrangements and we will contact you with further information.


You can contact us through various means such as Live Chat, social media, the customer portal, by telephone, or by writing to us. Further details are provided on the ‘Contact us’ page of our Website.



If we need to contact you regarding your Service, we will do so using the contact details provided by you such as by phone, email, SMS text message or by writing to you at the email address or postal address you provided to us in your Order. We may send customer service announcements to you by email, SMS text message, push notifications through applications, or by any other similar means. Please ensure that you tell us immediately if any of your contact details change.


For the purpose of our Contract, the following terms have the following meanings:



 means our acceptable use policy which can be found on our Website



 means the date on which the Service goes live as specified in the Order Confirmation.



 means the fee which may be charged to activate or reactivate the Service.



 means our complaints code of practice which can be found on our Website.



 means any equipment we install from the Connection Point outside your property to the internal network termination point which enables connection to our network and remains our property or the property of our infrastructure partners at all times. This equipment may include any fibre optic cables and ducts and the internal network termination point.



 means the remaining charges payable for the Minimum Period when you terminate the Contract prior to the Minimum Period and the cost of any non-returned Router Equipment for reasons other than due to our breach or when we terminate the Contract due to your breach.



 means the Connexin Network Equipment and/or the Router Equipment.



 means your home or premises described in your Order at which the Equipment is or will be installed.



 means the minimum term of the Service which you have chosen as described in the Order Confirmation.



 means our moving home policy for residential customers which can found on our Website



 means an order for the Service made by you either via our Website, live chat, customer portal or by telephone describing the details of the Service you require (and the term “Ordered” shall be construed accordingly).



 means our privacy and cookie policies which can be found on our Website



 means the equipment we supply to you as an essential part of providing the Services (including upgrades or replacements) which will be our property at all times. This may include the broadband router(s), mesh access points, power adaptors and ethernet cables.



 means the Connexin fibre broadband service Ordered by you and provided by us as shown in your Order Confirmation.



 includes live chat, emails and SMS text messages. When we use the words "writing" or "written" in these terms, this includes live chat, emails and SMS text messages.



. Where we use the phrase ‘working days’ this excludes Saturdays, Sundays and UK public holidays.

In this Contract, all references to “we”, “us” or “our” are references to Connexin and all references to “you”, “Customer” and “your” are references to you, the customer of Connexin.

Residential customers can Order our Services through various means such as with one of our Connexin representatives in person or by phone, or through our website. We can only accept Orders for areas where our Service is available or is about to be available because the network build has started. Where we cannot provide our Service we may hold your details to inform you of when we can offer our Service to you and/or offer you alternative products. You accept that by submitting an Order you have placed an Order with us for that Service according to these terms and conditions.

Our acceptance of your Order will take place when we email you an Order Confirmation at which point a contract will come into existence between you and us.

Your Order Confirmation contains all the details of the Service you have Ordered which we agree to supply to you, according to these terms and conditions.

You acknowledge that our Contract is comprised of the following documents:


a)	These terms and conditions
b)	Our Order Confirmation
c)	Your Order
d)	Our Price Book
e)	Any other product terms and conditions
f)	Our Moving Home Policy
g)	Our Privacy Policy
h)	Our Acceptable Usage Policy
i)	Our Complaints Code of Practice

(together, the 

).

If any of these documents contradict each other, a document higher up on this list takes priority.

2.1	Your contract with us is subject to a Minimum Period 

Unless you are offered and/or choose a monthly rolling package, your Service will be for a minimum commitment period lasting a certain number of months. The length of the Minimum Period is shown on your Order Confirmation, starting from your Activation Date. You must keep and pay for the Service for the whole of the agreed Minimum Period unless you or we are allowed to end this Contract earlier. If you do transfer to another package at any time during a Minimum Period, the Minimum Period for your new package will start on the date we begin providing the new package to you.

 If you terminate during the Minimum Period, other than where such termination is due to a breach by us or where you are cancelling during the cooling off period described in clause 2.4 below, we are entitled to charge you Early Termination Charges.

 Monthly rolling packages have no Minimum Period commitment period, but you are required to give us at least 30 days’ notice that you want to cancel a monthly rolling package. (the maximum notice you can give is 180 days).

You have the right to change your mind about purchasing our Services and may cancel the Service within the “Cooling-off Period” set by law. This is the period of 14 days, starting on the day after the receipt of your Order Confirmation. It doesn’t apply to any further Services you Order from us, or other changes you ask us to make to your Services (including where you agree to a new Minimum Period in respect of them) during the term of this Contract.

2.5	Cancellation during Cooling-Off Period

 You have the right to cancel your Order before the Cooling-off Period has ended. You must put your request in writing. If you cancel this Contract before the Cooling-off Period has ended, you’ll have to pay us for any of the Services you've received up to the point when you notify us of cancellation. This may include payment for Service use, any installation fee, Router Equipment costs and any Activation Fee, which we have incurred in provisioning your Order.

You must return the Router Equipment which you have been provided within 14 days of cancelling your Order using the original packaging provided, or in another manner we request. You will be responsible for the costs of returning the Router Equipment to us. If you don’t return the Router Equipment within 14 days, we will charge you for any non-returned Router Equipment. For more information, please see the Price Book on our Website for details on these charges. You must keep the Router Equipment that we have provided to you safe until it is returned. You may have to pay for any loss in value as a result of unnecessary handling or damage by you. You will need to return any Router Equipment to us. The returns address can be found on our website here: 

If there is already a working Connexin fibre socket in your Home that we can access, we will use this to connect you to our network. There may be no need for an installation engineer to carry out any work in your Home. We should be able to activate your connection as soon as everything else in your Order is ready. If you don’t already have a working Connexin fibre socket in your Home when you place your Order, an installation engineer will need to install one so you can connect to our network. When you place your Order, you may be offered an installation date by our automated booking system which may be subject to an installation fee, or our Customer Services team may contact you to agree or modify an installation date. We’ll confirm this installation by contacting you before the installation engineer comes.

These are bespoke installations which may have specific requirements such the length of the access route or surfaces which require special techniques to dig and re-instate (see the Connexin Fibre Installation Guide on our Website for more details). Non-standard installations are outside the scope of our standard installation service and may require a separate on-site visit by an installation technician who will prepare an estimate of the installation cost. We will discuss the installation cost with you before the installation can commence. If you agree to go ahead with the installation, the installation charges will be confirmed to you in writing and once the network is installed then our Service can be delivered to you according to your Order. The agreed installation charge may be taken upfront or may be taken as part of your first monthly payment.

The installation team will have your contact details. This is so that they can contact you to let you know when they will arrive, or to deal with any unexpected problems or delays. You can contact our support team if you have a query about your installation.

The technician will carry out a risk assessment before commencing work. More information about the safety requirements for installations is available in our ‘Connexin Fibre Installation Guide’. If the technician decides that it is not possible to carry out the installation safely, or if there is no one over the age of 18 present at the property, you will be informed and given the opportunity to make alternative arrangements.

 Please note that if you change your requirements, this may affect your eligibility for a standard installation. If there has been an error in assessing the criteria for your installation, which means you do not qualify for standard installation, the installation engineer will inform us and we will discuss and agree with you how to proceed – including any charges which may apply.

3.6	If the installation cannot be carried out as arranged

The installation engineer will do everything possible to achieve your installation at the arranged time, but if it is not possible to continue with the installation because of safety issues, the complexity or the materials required, the installation engineer will inform us and will ask you to confirm your acceptance that a further appointment will be required. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property, we may end the Contract.

3.7	Our rights under the Communications Act 2003

By Ordering and requesting installation of our Service, you agree that the Connexin Network Equipment placed on your property with your permission will remain, including the internal network termination point installed in your property, irrespective of whether you or anyone who purchases your property takes Services from us. You should ensure that any future purchaser of your property is made aware that the property is connected to our network and the location of Connexin Network Equipment.

 The Equipment remains ours or our infrastructure partners’ property and is to always be kept at your Home. You need to take good care of it all. If the Equipment we provide to you is faulty, we will repair or replace it. This will be free of charge if the fault was not caused by something which happened while the Equipment was in your care. You will return the Router Equipment at the end of our Contract or otherwise on our request. If you don’t do so within 14 days, we may suspend the supply of your Service until the Router Equipment is returned and/or we recover the costs of any non-returned Router Equipment from you. You will need to return any Router Equipment to us. The returns address can be found on our website here: 

3.9	You must not sell or transfer our Equipment

 Please note that you must not sell or transfer the Equipment to anyone else or use it outside the UK. You must promptly provide us with any information we ask for about the location of the Equipment. We may update, upgrade or replace the Equipment from time to time.


If our Connexin Fibre Broadband Network Equipment is already installed at your property prior to you placing an Order for Service, we may provide you with the necessary Router Equipment to use the Service together with set-up instructions and details of how we will activate your Service.


You confirm that you are the current occupier of the Home; and either the freeholder of the Home or a tenant under a lease with legally binding permission from the freeholder to install the Equipment there. You, or a person given permission by you (must be aged 18 or over) will either be at your Home when we visit or will give us access to your Home on your behalf.

4.2	Consent to install, keep and use Equipment at your Home

 You allow Connexin to install, keep, maintain and operate the Equipment at your Home. We sometimes need to advise you of any additional Equipment you need. If applicable, it is your responsibility to purchase additional Router Equipment as notified to you. Where we have recommended that you purchase additional Router Equipment for use with the Service and you have chosen not to take our recommendation, we cannot guarantee compatibility of what you instead choose, nor can we provide installation or on-going support in respect of it.

If you are not at home on the day of installation, you allow Connexin to carry out the external part of the installation and we will re-arrange with you to come back at another time to carry out the internal part of the installation. This way, we can ensure that engineering time is not lost and to avoid the need to charge a missed appointment fee.

You agree that we, and people working for us, can enter your Home to carry out any work required to connect, maintain, change, replace or remove any Equipment that is needed for us to supply the Service you have asked for, and to inspect any Equipment related to receiving and using our Services which is kept there. If you do not allow the installation team to access your site as arranged (and you do not have a good reason for this) the installation may be cancelled and you may be charged missed engineering appointment fee as detailed in our “Price Book”.

You agree to help and cooperate with us as reasonably required to connect you to our Services. We will cause as little disturbance as reasonably possible when carrying out any work at your Home.

If we have to cross your land or install, maintain and operate our Equipment at your Home, you hereby provide us with your consent do so (and you agree to do your best obtain any such consent from another person if it is required). Before we install our Equipment and provide our Service, you will provide us with any additional consents in the form of a wayleave agreement (an agreement which gives us a right to install, maintain and operate our equipment over someone’s land) suitable to us if such additional agreement is required. If you can’t provide us with the consents and permissions we require under this clause or clause 4.1 above, we can choose to end your Contract with us.

You will not do anything, or allow anything to be done, at your Home that may damage or interfere with any Equipment or prevent the use of or easy access to it. If any such Equipment is damaged other than through fair wear and tear, we ask that you contact us to make us aware. We may charge you for it to be repaired or replaced.

From time-to-time we may require access to Equipment and to perform essential maintenance, network upgrades, household re-routing or other essential work. In this event we will contact you to arrange for one of our approved network technicians to attend your Home at a time which suits you.

 You should ensure that you are aware of the installation route of the Connexin Network Equipment across your property and draw this to the attention of any third-party doing work on your property. If you report a fault which we trace within your property boundary, we will make an appointment to carry out repairs or replace faulty Equipment but if, in the reasonable opinion of the engineer, the fault was caused by damage to the Equipment, then a charge may be made to you.

 Once we have issued an Order Confirmation and the Service is installed, you may be charged a one-off Activation Fee, and our monthly charges will start to apply, as shown on the Order Confirmation. This is also when the Minimum Period starts.

 If our Connexin Network Equipment is already installed at your property prior to you placing an Order for Service, we will provide you with the necessary Router Equipment to use the Service together with set-up instructions and details of how we will activate your Service.

We have set out our estimated broadband speeds. Our estimated broadband speeds are set out on our Website when you are selecting the broadband package of your choice on the online sign up form. 


6.2	Minimum Download and Upload Speed Guarantee

We provide a minimum download speed guarantee to the router provided as part of the Router Equipment. The minimum speeds are specified below:

Please note the minimum download and upload speeds only apply in relation to speeds via an Ethernet cable. You’ll need to keep your Router Equipment plugged in and switched on for us to get speed information from it. The minimum download speed guarantee does not apply to any outage periods or speed tests carried out using Wi-Fi enabled devices. 


We guarantee to comply with the minimum guaranteed upload and download speeds as shown on our Website, calculated based on 95% of the advertised speeds during off peak times and 33% of the advertised speeds during peak 4 hours. 


The actual speed and performance of your Service will depend on various things, some of which are outside Connexin’s control. Using Wi-Fi enabled devices means that you can also connect your devices to our Services wirelessly. This makes it easier to access our Services across your devices but will mean a slower Service speed than with an Ethernet cable, due to the limitations of Wi-Fi technology.


We are not able to guarantee that there will be no disruption to the Services we provide due to the nature of the Services and the Equipment, including the requirement for regular maintenance. In particular, the speed of the broadband Services you receive can depend on various things such as the devices that you use to access the Services. If we identify a fault with our network, we will fix it as soon as we can. 

If the download speeds to the router provided as part of the Router Equipment fall below our Minimum Download Speed Guarantee for three consecutive days (continuously or intermittently) and we are unable to fix the problem within 30 days, you may be able to leave your Contract during the Minimum Period or otherwise without paying an Early Termination Charge.


The amount you pay for our Service depends on the level of Service you have Ordered. This is shown as a monthly amount, including VAT on your Order Confirmation, payable in advance. Payments must be made by direct debit, credit or debit card or any other payment methods we support from time-to-time. Your first payment may include the Activation Fee (if any), charges for standard installation (if any), where applicable, charges for non-standard installations and any other charges we agree.

You agree that you will be tied in to accept and pay for our Service for a Minimum Period which is measured from the Activation Date (for new Orders) or from the date of the Order Confirmation (for changes and upgrades). The Minimum Period which applies to your Order is shown on your Order Confirmation.

The amount you pay for your Service will not change during the Minimum Period unless you choose to purchase new or upgraded Services in which case a new Minimum Period may apply and the amount you pay may increase (but will not decrease). For example, if you upgrade Service, a new Minimum Period will apply and the amount you pay may increase. Your Service will continue after the Minimum Period, unless you choose to end the Contract, but price changes may apply – see clause 7.4 below.

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