Terms & Conditions for ADSL in addition to our standard terms
¹ The speed of the connection provided is shown in Mbps, and is dependent upon the distance of the premises from the BT telephone exchange, and the capabilities of the telephone exchange. Speeds reduce as the length of the line increases.
To establish a rough estimate of the speed you are likely to receive for your telephone line, start the order process and enter your telephone number. The availability checker will provide you with BT’s estimate of download speed based upon the length of your line, and exchange capability. Actual speeds in service can vary from the estimate, but we will provide the best available speed on your line. Other factors such as network usage and contention can also vary the throughput speed in service.
ADSL offers a less stable connection than leased line connections for example, so ADSL is a non-guaranteed service which may occasionally be subject to faults. Sometimes ADSL faults may take longer than 24 hours for BT to resolve. If the service is critical, we would recommended that you also employ a back-up failover service.
ADSL products are supplied as standard with “BT Standard fault Care”. BT’s Standard fault Care response time is generally known as ‘best endeavours’ in that BT will endeavour to resolve the fault as soon as they can with a target time of 48 working hours. However, BT suffer no penalty for going beyond this. BT operate within business hours on standard care ( 9am – 5pm Monday – Friday).
Enhanced Care is available as a cost option. Enhanced Care offers a 3 hour response time from the initial BT fault being logged with BT, with a 20 clock hour fix to totally clear the BT fault. Out of hours engineering visits to site may be used to complete a repair if unrestricted access is available. The fault may be logged 24/7.
The ‘Response Time’ is BT’s commitment to act on the fault reported either by running tests or allocating resource. This does not guarantee a clear only that the fault reported will be actioned.
² The data transfer amount shown indicates the amount of data in Gigabytes that can be transferred during each billing month. Peak is defined as Monday to Friday 8am to 10pm and off-peak is defined as Monday to Thursday 10pm to 8am, Friday 10pm through to Monday 8am.
Customers who use more than predefined transfer amount will be charged the excess amount of data at £1.25+vat per GB. Unlimited products are subject to an acceptable use policy.
Acceptable Use Policy
All products are subject to an acceptable use policy. Swift Internet specialise in the supply of services to small to medium sized business (SME’s). In almost all cases our service provides all the bandwidth and resources needed by SME’s, however we do operate an acceptable use policy (AUP) on our products. This is in place to prevent a very small number of customers from affecting the performance of the service for all other users. The Acceptable Use Policy means that the service may not be suitable for those individuals who regularly use file sharing applications, or engage in continuous downloads. Typically, SME’s require occasional fast but ‘bursty’ bandwidth. The products are not suitable for End Users who require continuous bit-rate, full-bandwidth services. Such users would require a leased line service.
Monthly charges are billed quarterly in advance. The minimum contract period is 12 months with 30 day notification of cancellation. If a Broadband service is terminated or migrated away before the minimum contract period is complete, the activation costs will be charged at £50 + vat. Please note that the ADSL contract applies to the installation address and line. If you move or wish to move within this period, the broadband has to be ceased and is classed as an early termination. The ADSL service will be delivered to you over your telephone line, and your line rental for the line will be charged by your line provider at the normal rate. Call charges and line rental are not included in your ADSL contract. If your line is ceased or stopped, then to reconnect the broadband a brand new broadband activation order will need to be placed which incurs a charge of £50+vat, and upto 2 weeks downtime. If the broadband ceases, then an early contract termination penalty of £50+vat may apply if you haven’t yet completed the 12 month minimum contract period. Outside the minimum contract period, the termination fee is £35 + vat.
We reserve the right to increase the price you pay whether inside or outside a minimum contract period, to allow for increases in costs that are beyond our reasonable control, such as supplier costs or service costs. We shall use our best commercial efforts to avoid or limit any increases.
Reasons for a BT initiated broadband cease include but are not limited to:
- BT have been asked to cancel the PSTN line
- BT have disconnected the PSTN line due to non-payment
- There has been a recent change in ownership of the PSTN line
- The PSTN line has been moved
Broadband migrations to Swift Internet from a standard BT line are free of charge. If you are migrating from a non-BT LLU (local loop unbundled) line, then an additional £45 + VAT activation charge applies.
If you cease your broadband connection with Swift Internet, or if any other activity causes an ADSL cease from BT, such as a PSTN line cease, a PSTN line stop start or a Migration which does not use the BT migration procedure, such as migration to a non-BT LLU (local loop unbundled) line, you will incur a termination fee of £35 +vat to cover the ADSL cease fee levied by BT. *All prices exclude VAT.
See our Terms and conditions and SLA for more information.