Charges and Fees for Residential Customers - Lothian & Highland Broadband

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From 1st April 2023

Charge Type	Description	Fee

Cancellation & Termination
Order cancellation fee	Cancellation of contract after installation and within the cooling off period	£250.00
Early termination charge	Charge for ending your contract within the fixed period. See clause 8.4 of our standard terms and conditions	POA
Equipment uninstallation	Removal of installed equipment	POA

Installation & Activation
Standard installation	Up to a two person team taking up to two hours to complete installation	£250.00
Non-standard installation	Subject to survey – exact quote will be supplied prior to commencement of works	POA
Self-install charge	Provisioning and delivery of equipment to live premise	£50.00
Failed installation	Failure 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 / Administration	Charge for reactivating service suspended due to late payment	£25.00

Equipment
Router	Charge for replacement of lost / damaged router, or failure to return in working order	£100.00
Router & installation	Charge for replacement of lost / damaged router and installation if required	£150.00
ONT	Charge for replacement of lost / damaged Optical Network Terminal, or removal without consent	£250.00
Netgem TV Box	Replacement 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