Charges & Fees for Residential Customers
| 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 |
| 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 |
| Plume Smart Wifi | Charge for replacement of lost / damaged Plume device, or failure to return in working order (for the first unit) | £150.00 |
| Plume 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 |