Customer complaints code terms service updating

It takes longer to reply by letter, but if you prefer to write, please send your letter to the address below.

A broadband cease charge, as set out in our Price Guide, is payable if you choose to end your agreement for your broadband service and the service is ceased or you are switching your service to another provider on a different network.

The products and services described within this document may not always be available, and may change from time to time.

Our standard terms and conditions apply to the product or services available.

Your actual speed will be dependent on your location, phone line, home wiring, wifi connection and time of day. Check your speed and products available at your location at

Fibre broadband speed is described as 'average download speed of 36Mb' and 'average upload speed of 9Mb' on Fibre and 'average download speed of 66Mb' and 'average upload speed of 18Mb' on Fibre Extra as it is based on speed available to at least 50% of customers at peak time (8-10pm).

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