Charges and Fees for Residential Customers Core

Check availability and register interest

From 1st April 2023

Charge TypeDescriptionFee
Cancellation & Termination
Order cancellation feeCancellation of contract after installation and within the cooling off period£250.00
Early termination chargeCharge for ending your contract within the fixed period. See clause 8.4 of our standard terms and conditionsPOA
Equipment uninstallationRemoval of installed equipmentPOA
Installation & Activation
Standard installationUp to a two person team taking up to two hours to complete installation£250.00
Non-standard installationSubject to survey – exact quote will be supplied prior to commencement of worksPOA
Self-install chargeProvisioning and delivery of equipment to live premise
£50.00
Failed installationFailure to attend or allow access for agreed installation appointment£180.00
Voucher Issuance
Where a voucher has been issued, failure to action the release of the BDUK Voucher after a successful installation.
£500.00
Late payments
Missed or late payment fee£25.00
Reactivation / AdministrationCharge for reactivating service suspended due to late payment£25.00
Equipment
RouterCharge for replacement of lost / damaged router, or failure to return in working order£100.00
Router & installationCharge for replacement of lost / damaged router and installation if required£150.00
ONTCharge for replacement of lost / damaged Optical Network Terminal, or removal without consent

£250.00
Netgem TV BoxReplacement of lost or damaged TV box£200.00
Smart Wifi+Charge for replacement of lost / damaged Plume device, or failure to return in working order (for the first unit)£150.00
Smart Wifi+Charge for replacement of lost / damaged Plume device, or failure to return in working order (for each additional unit)£100.00
Miscellaneous
Any charges not listed above will be calculated on a bespoke basis