Version 1.1
Last Updated: April, 2024
THESE ARE THE TERMS AND CONDITIONS ON WHICH WE SUPPLY OUR FIXED WIRELESS BROADBAND SERVICE TO YOU. THEY TELL YOU WHO WE ARE, HOW WE WILL PROVIDE OUR BROADBAND SERVICE TO YOU, HOW YOU AND WE MAY CHANGE OR END THE CONTRACT AND WHAT TO DO IF THERE IS A PROBLEM.
Who we are: We are Opus Broadband (‘we/our’), which is a trading name of 6G Internet Limited, a company incorporated in England and Wales with company registration number 8675607 whose registered office address is Ribble House, Ribble Business Park, Blackburn, BB1 5RB.
Who you are: You are our customer whose name, address and contact details appear on the order confirmation (“you/your”). You are over 18 and are not a business and are not intending to use the service wholly or mainly for business purposes.
Why these terms and conditions are important: These are the terms and conditions upon which we will provide you with the broadband, voice and any other services described in your order confirmation to the stated service address in return for you agreeing to pay the agreed charges.
Please take the time to read and understand these terms and conditions as they tell you:
If you believe these terms and conditions (or any of the documents referred to) do not accurately reflect your understanding of what you have agreed, please let us know straight away.
You will see that certain words in these terms and conditions are highlighted in bold to draw to your attention that the word has a special meaning. These special meanings can be found in the glossary section at the end of these terms and conditions.
Where we refer in these terms and conditions to other documents (for example our pricelist, specific service terms or our acceptable use policy), those documents also form part of your contract. To make things easy, all of these documents can be found in one place on our website at https://www.opusbroadband.com/info.
We have included headings within these terms and conditions to help you find what you are looking for more easily.
Nothing in these terms and conditions affects your statutory rights.
Use of the service is subject to our Acceptable Use Policy (which tells you how the service can and cannot be used) and our Privacy Policy (which tells you how we will collect, use, store and keep your personal information secure, as well as explaining your legal rights in relation to your personal information and how you can exercise those rights). These policies are available for you to read on our website.
We believe in equal access to our services for everyone. Please refer to our Vulnerability Policy for further details.
If things go wrong and you wish to make a formal complaint, our customer complaints code explains what you can expect from us, how we will handle your complaint and progress it to a resolution. If at the end of that process, should you feel we have not properly resolved your complaint, we are a member of the Communication Ombudsman dispute resolution scheme, which allows you to ask for your complaint to be resolved free of charge by an impartial third party. We agree to be bound by any decision they make.
1.1 To order any service, you must complete and submit an order form.
1.2 If you complete an order form online, you will have the opportunity to check the form before you submit it to us so that you can correct any input errors.
1.3 If you place an order over the telephone, we will treat your verbal confirmation that you wish to order the service, on the terms agreed during the call, as submission of an order form and those details will be entered onto our system.
1.4 Submitting an order form in any of the ways described above will be treated as an offer by you to enter into a contract with us on these terms and conditions.
1.5 All orders are subject to verification and checks. If your order is accepted, we will send you an order confirmation by email (or by post if you request) and a legally binding contract will be formed, when you receive the order confirmation.
1.6 We may decline your order for whatever reason. If we do, you will be notified as soon as possible.
1.7 The contract between us is subject to completion of a satisfactory technical survey at the time of installation. We may terminate your contract immediately if we consider the survey is unsatisfactory for any reason and will refund to you any charges you have already paid.
1.8 Your contract is for the minimum contract period stated in your order confirmation. The minimum contract period will begin on the start date. You must pay for the services for the whole of the minimum contract period unless the contract is terminated in accordance with these terms and conditions. Early termination charges may apply if your contract is terminated during minimum contract period (please refer to section 10 below).
2.1 You have the right to cancel your order at any time during the 14-day period (“the cooling-off” period) that starts the day after you receive your order confirmation.
2.2 To exercise your right to cancel during the cooling-off period you can:
2.3 If we install the service at your request during the “cooling-off” period, you can still cancel your contract provided that you do so before the “cooling-off” period ends. You will have to pay for the services you have used up to the point of cancellation as well as any installation fee that you agreed to pay. Any discounts that you may have been given will be disregarded when calculating how much you have to pay on cancellation and the charges will be calculated on a cost basis.
2.4 You must return to us at your cost, all of the customer equipment provided as part of the service (which is listed in your order confirmation) within 14 days from the date of cancellation. You will be charged for any of the customer equipment that you fail to return at the prices set out in our price list. If you return the customer equipment but it is damaged or there are parts missing, you will be charged for the cost of replacing any missing parts or items or, where any customer equipment is damaged, you will be charged for the cost of repairing the damage (where possible) but these costs will not exceed the price of the customer equipment as stated in our price list.
2.5 If a transceiver has been installed at the service address, you agree that we may remove it but that we are not responsible for ‘making good’ after its removal or for removing any ancillary equipment.
3.1 Once your order has been accepted, subject to survey, our installations team will contact you (using the contact details you provided to us when you placed your order) to book an installation appointment at a time slot that is convenient for you. The installation appointment will be confirmed with you via SMS.
3.2 You can contact our installations team at any time if you have any questions about the installation or to re-arrange the installation appointment.
3.3 Should we need to change your installation appointment, we will contact you to arrange an alternative appointment slot.
3.4 If you cancel the appointment less than 48 hours before the agreed time, you may be charged an abortive visit fee.
3.5 Our installation team will need access to the service address on the day of installation, to install a transceiver on the exterior of your property (typically on the roof) and to run a cable from the transceiver to an appropriate location or locations within the service address, where they will install one or more sockets (depending upon your chosen package) into which your router(s) can be plugged.
3.6 You are responsible for obtaining all necessary permissions, agreements or consents for the installation of the transceiver prior to the date of installation. This may include, for example, the permission of your landlord, the local council or authority or the owner of any adjoining property over which access may be required to undertake the installation.
3.7 If you fail to keep an appointment or do not allow our installation team the required access to the service address at the installation appointment or you have not secured the necessary permissions, consents or approvals referred to in clause 3.6 above, the installation will be cancelled and you may also be charged an abortive visit fee.
3.8 The installation fee is based on a standard installation, which assumes a number of factors, including the height at which the transceiver needs to be installed at the service address, the distance between the position of the transceiver and the socket(s) within the service address, the amount of cabling, cable fixings and other equipment that is required. If the installation is not standard, for example the transceiver needs to be installed above two storeys, at a location that is difficult to access or where the distance between the transceiver and the socket is in excess of 20 metres, additional charges may apply. We will agree any additional charges with you before proceeding with the work, although a further installation appointment may be necessary.
3.9 Our installation team will carry out a risk assessment prior to commencing any work. Should they determine that the installation cannot be carried out safely, it will not be possible for the installation to proceed.
3.10 Someone over the age of 18 must be present in the service address at all times during the installation. Should this not be the case, the installation will need to be re-booked and you may also be charged an abortive visit fee.
3.11 In order to provide the service to the service address, a wireless link must be established between the transceiver and the network. Should this not be possible, for example if there is an unforeseen obstruction, our installation team will advise you and we may end the contract. Any charges you have paid will be refunded to you in full.
3.12 When the installation is successfully completed, our installation team will test the service, including performing a speed test, to check that the broadband speed of your chosen package is being achieved. If the broadband speed of your chosen package cannot be achieved, you may either end your contract and receive a refund of all charges you have paid or accept the speed of the service that can be achieved. If you accept a lower speed any speed guarantee will apply to the speed you accept at the point of installation as recorded by our installation team.
3.13 Should you ask us to move our equipment to an alternative position at a later date, we reserve the right to charge you for doing so.
4.1 You are responsible for and must pay the charges for the service in accordance with these terms and conditions. The main charges are set out in your order confirmation. Additional charges are referred to in these terms and conditions. A comprehensive list of all charges can be found in our price list.
4.2 Voice services will be calculated and charged in accordance with our voice service terms.
4.3 All prices include VAT. Should the rate of VAT change at any time we are providing services to you, we will pass the change on to you and adjust the rate of VAT included in your bill accordingly.
4.4 We will begin charging you from the start date. Recurring charges, for example, your monthly products or call plan charge are payable in advance, whilst usage-based charges, for example, call charges are payable monthly in arrears. One-off charges become payable as and when they are incurred and billed.
4.5 Your first bill will include a proportion of your recurring monthly charges for the period from the start date to the billing date, together with the recurring charges for the following month. You will also be billed for any one-off charges or usage charges incurred during the period from the start date to the billing date.
4.6 All charges are payable by Direct Debit or by credit card but only when you have given your continuing authority for us to charge your credit card in relation to payments due under this contract. Other payment methods may be available but will attract additional charges set out in the price list.
4.7 Your Direct Debit or other payment instruction may be altered to reflect any change in recurring charges or to collect any other charges, including usage-based charges, early termination charges, non-return charges or late payment charges that may become payable by your under with your contract.
4.8 You must ensure that all charges are paid by billing date(s). If you do not pay the charges on time, you will incur a late payment charge which will be added to your bill. We may also suspend your services or end this contract (which could mean you become liable to pay an early termination charge).
4.9 We will bill you electronically either by making your bills available in My Account or by sending them to you by email to your registered email. Your My Account is password protected. It is your responsibility for making sure that your registered email is complete and accurate and for notifying us promptly should it change. You will remain fully responsible and liable for all bills that we post to My Account or send to your registered email, even if you do not access your registered email or My Account or if you are unable to access your registered email or My Account (except where this is due to our negligence).
4.10 If you choose to receive a paper bill, additional charges apply which are set out in the price list.
4.11 You are responsible for all charges incurred as a result of using the service, whether use is by you or someone else. However, we will not hold you responsible for charges incurred without your permission due to our negligence or breach of these terms and conditions.
4.12 If you think we have made a mistake in our charges or you dispute any charge, please let us know as quickly as possible, explaining clearly why you think there has been a mistake or your reasons for disputing a charge. You must still make payment of any undisputed charges in your bill.
4.13 We may (with your prior agreement), carry out credit checks on you by making searches about you with one or more credit reference agencies who will supply us with credit information about you, as well as confirming your address on the Electoral Register. The information we receive may also include information about other members of your household or those to whom you are financially linked. We may use this information to consider whether or not to accept your order and/or to confirm your identity and/or address. We may also use this information or carry out further credit checks to trace debt or prevent fraud. Details of searches we make will be recorded by credit reference agencies, even where we decide not to accept your order for services.
4.14 We use third parties to process and administer your payments.
4.15 If you do not pay your bills, we may use third-party debt collection services to recover the amounts that you owe. We may also transfer your debt to a third party. In either case, your personal information will also be transferred to that third party for it to use in connection with the recovery of your debt. Where we transfer your debt, you will no longer make any decisions in relation to the debt. You will be responsible for all reasonable costs and expenses incurred in collecting any debts you owe under this contract.
5.1 In return for you paying your bills, we will provide the services set out in your order confirmation to the service address.
5.2 Use of our voice service is also subject to our voice service terms.
5.3 Your ability to use the services is dependent upon the network equipment at the service address at all times. You must not tamper with the network equipment or the customer equipment or do anything that may cause damage to them or affect or alter their operation in any way. This does not include when we ask you to make changes to the customer equipment as part of troubleshooting or resolving any faults.
5.4 You agree to use the service(s) in accordance with our Acceptable Use Policy and to take reasonable steps to ensure that our Acceptable Use Policy is observed by other people who use the service. We will hold you responsible for any use of the services that breaches our Acceptable Use Policy, whether or not you authorised or were aware of the use. For example, if you allow someone to access the services by providing them with the username and password to your home Wi-Fi network, we will consider you responsible should they use the services unlawfully, for example by illegally downloading and transmitting copyright material. We may suspend the service or end this contract if the service is used in breach of our Acceptable Use Policy.
5.5 We will not hold you responsible for any unauthorised use that occurs solely as a result of our negligence or breach of these terms and conditions.
5.6 You are responsible for keeping all usernames and passwords secure at all times. If you believe your security password may have been compromised, please contact us immediately.
5.7 You will be allocated an IP address as part of our broadband service. This will not belong to you and we may change it from time to time. You cannot sell or agree to transfer the IP address and your permission to use an IP address that is allocated to you will end when this contract ends.
6.1 As part of the service, we will provide you with the customer equipment as set out in your order confirmation. Although you are responsible for keeping the customer equipment in good working order (subject to fair wear and tear) and for any loss or damage to the customer equipment after it has been installed, it will not belong to you and must be returned to us within 14 days of the end of the contract. Should you fail to return the customer equipment in good working order, we will charge you a non-return fee.
6.2 In the event that the customer equipment develops a fault that has not been caused by damage or misuse after installation, you should contact us and we will, at our option, repair or replace it without charge. If requested, you must return the faulty customer equipment to us within 14 days. If you fail to do so, you may be charged unless you can provide proof that you have sent it to us.
6.3 The network equipment will, at all times, remain the property of IX Wireless Limited. You are responsible for any wilful or accidental damage caused to the network equipment.
7.1 The service is dependent on the operation of third-party networks and the internet in general. As such, we cannot guarantee that the service will be fault-free, uninterrupted or secure. In addition, the performance and limitations of your devices and your Wi-Fi network may affect the actual speed that you experience when using our broadband service.
7.2 Should you encounter a problem with the service, please contact us. Our contact details can be found below and at https://www.opusbroadband.com/info. We will endeavour to correct reported or known defects as soon as we reasonably can. You agree that, if necessary, you will co-operate with us and follow any reasonable instructions we may give you when trying to diagnose or resolve reported faults. If there is a fault with our network that materially impacts the service, we will do our best to resolve it within 48 hours. If we are unable to do so, we will not charge you from the date you reported the fault until the service is restored.
7.3 You understand and agree that we have the right to access and monitor the network equipment and customer equipment for diagnostic and maintenance purposes either remotely or by attending at the service address.
7.4 You may be charged for repairing a fault at the service address if, in our reasonable opinion, the fault has been caused by misuse of the service (including misuse or damage to the customer equipment or network equipment) a failure by you to comply with these terms and conditions.
7.5 If you use third-party equipment, in conjunction with the service and our provision of the service is dependent upon that third-party equipment, we will not be responsible for any failure, delay, degradation or underperformance of the service caused by the third-party equipment, except when this is due to our negligence.
8.1 In performing our obligations under this contract, we will exercise the standard of care and skill to be reasonably expected of a competent communications provider, providing services of the nature being provided under this contract.
8.2 As a communications provider, we are regulated by OFCOM and must comply both with OFCOM's General Conditions of Entitlement as well as with any applicable directions issued by OFCOM or other regulatory or legal bodies, insofar as they are applicable to the services.
8.3 Our service is intended for domestic and private use not for business and we have contracted with you as a consumer, not as a business. Should you use the service for any commercial or business purpose, we will have no liability to you for any loss or damage including loss of business, loss of profit, business interruption, anticipated savings or loss of business opportunity.
8.4 We are not responsible for the information that passes over our network and we have no control over the data or information you download or upload to the internet, when using the service nor are we responsible for any loss or damage to data.
8.5 Where you use third-party devices in conjunction with the service(s), we will not be liable for any failure or delay in service(s) caused by or due to problems with third-party devices, except to the extent those problems are caused by our negligence.
8.6 From time to time, the whole or any part of the service(s) may be suspended for routine maintenance work. We will give you as much notice of such suspension as reasonably possible but we will not be liable for any loss suffered by you or others as a result of such suspension.
8.7 Whilst we will use reasonable endeavours to keep our service(s) secure and free of viruses, worms and other hostile code, we do not guarantee or promise that this will be the case. We reserve the right to suspend the whole or any part of the service(s) at any time without notice or compensation, to investigate and take steps to try to stop or prevent any security breach or attack on our network or remove any suspected virus, worm or other hostile code.
8.8 The stated performance of our broadband service (including the download and upload speed) is measured to the socket or back of the router. Using multiple devices on your home network at the same time may affect the quality and/or performance of the service. Our broadband service is subject to our speed guarantee and (for our AX Assured products only) our coverage guarantee. Please refer to https://www.opusbroadband.com/info for further information.
8.9 If we breach the terms of this contract or fail to provide the service using reasonable skill and care, in accordance with our legal duty of care, we will be liable to you for damage or loss that is foreseeable at the time we entered into this contract, either because it was obvious to us both or we discussed it.
8.10 We do not exclude or limit our liability to you in any way where it would be unlawful for us to do so, including liability for fraud or fraudulent misrepresentation or liability for death or personal injury caused by our negligence or the negligence of our employees, sub-contractors or agents. Likewise, we do not exclude liability should we breach your legal rights in relation to the services, including your right to receive the services supplied with reasonable care and how we described them in your order confirmation.
9.1 If you wish to make a change to the service you have ordered, just contact us and we will let you know if it is possible. If the service can be changed, we will let you know about any additional charges, when the change can be made and whether there are any additional requirements, for example committing to a new minimum contract period. Once you confirm that you wish to go ahead with the changes, we will send you an order confirmation.
9.2 We can make minor technical changes to the service or to these terms and conditions that we do not consider are to your material disadvantage or detriment. Examples of minor changes include:
9.3 However, if we make changes that are to your material disadvantage or detriment, we will notify you beforehand in writing to your registered email address and you will have the right to end your contract before these changes take place. In particular if we give you notice of our intention to:
You may end your contract by giving us 30 days' notice. You will not have to pay an early termination charge.
10.1 Your contract is for the minimum contract period, which is set out in your order confirmation. At the end of the minimum contract period, the contract will continue until it is ended by you giving us not less than 30 days' prior notice. You can still end the contract during the minimum contract period but if you do so after the cooling-off period has ended (see section 2 above), you will have to pay an early termination charge, which is based on the number of months remaining of the minimum contract period. Please refer to our price list for details of how the early termination charge is calculated.
10.2 You may end this contract without having to pay an early termination charge if there is a permanent loss of service.
10.3 We may end this contract or suspend the service(s) by giving you notice to your registered email address if:
(a) you fail to pay the charges by the date on which they are due for payment;
(b) the service is used in a way that breaches our acceptable use policy;
(c) we believe that you or someone else at the service address has committed or may commit a fraud either against us or any other person or organisation;
(d) we believe that you have provided us with misleading, inaccurate or false information, for the purposes of obtaining or continuing the use of the services;
(e) you or anyone you authorise to communicate with us on your behalf acts towards our staff or agents in a way we consider to be inappropriate;
(f) we are required to comply with any applicable law or regulation or we are ordered, instructed or requested to do so by a competent authority, including but not limited to Government or the Emergency Services;
(g) you breach this contract in a serious and non-minor way;
(h) we are unable to provide the services because we no longer have the necessary licenses or permissions to do so or we determine that the service address can no longer be connected to our network.
10.4 If we end your contract for any of the reasons given in sections 10.3 (a) to (g) above, you will have to pay an early termination charge if the contract is ended by us during the minimum contract period.
11.1 If you are moving home, please contact us at least 30 days before the date you plan to move, so we can advise you whether or not the service can be provided to your new address.
11.2 If you are moving home to an address that is not covered by our network, you may terminate your contract by giving us at least 30 days' notice. No early termination charges will apply. We may ask you to provide proof of your new address.
11.3 If you are moving to an address to which we can provide the service, you can transfer the service to your new address by giving us not less than 30 days' prior notice. A home move fee will apply if you move home within the first 12 months of the minimum contract period (or within the first 8 months if your minimum contract period is 12 months). The home move fee is payable when you ask us to transfer the service to your new home.
11.4 If we are able to provide the service to your new address but you choose not to transfer the service, you can terminate your contract by giving us not less than 30 days' prior notice. If you terminate during the minimum contract period, an early termination charge may be payable (see section 10).
11.5 If you wish to change the service when you move home, you may also need to enter into a new contract with a new minimum contract period.
12.1 At the end of the contract, you must return, at your cost, all the customer equipment provided to you as part of the service. If you fail to do so, or the customer equipment is damaged or parts are missing, you will be charged either the non-return fee for each item of customer equipment or the cost of repairing any damaged equipment or replacing any missing parts, if possible.
12.2 You agree that the network equipment can be left at the service address at the end of the contract, but that we reserve the right to remove the transceiver. You agree that you will give access to the service address for that purpose and that we will not be required to make good.
13.1 The ways in which we collect, use and keep secure your personal information and your rights, in relation to your personal information and how to exercise them, are set out in our privacy policy, which is available for you to read on our website.
13.2 We may monitor and record telephone conversations that we have with you for quality, compliance, auditing and training purposes.
14.1 If you wish to transfer your contract to someone else, you will need our written agreement before doing so.
14.2 We may transfer our rights and obligations under your contract to another company or organisation. If we do, we will notify you in writing. Any transfer will not affect your rights under the contract.
14.3 This contract is between you and us. Unless these terms and conditions say otherwise, no one else has any rights to enforce the terms of this contract.
14.4 If we delay in enforcing any right that we have against you under this contract, this will not mean that we have waived that right and we will still be able to enforce it later.
14.5 Should a court or other regulatory body decide part of your contract is not legally enforceable, those parts will be ignored but the rest of the contract will remain in full force and effect.
14.6 English law applies to this contract and we may only bring proceedings against each other in the courts of England and Wales.
The words in the glossary have the special meanings given to them:
“abortive visit fee” means the amount specified in the price list;
“ancillary equipment” means the socket(s) installed inside the service address as part of the service together with all fibre cables, cable ties and other materials used for making a cable connection between the transceiver and the socket(s), including any mounts or brackets that support the transceiver;
“Acceptable Use Policy” means the Acceptable Use Policy at https://www.opusbroadband.com/info;
“broadband service” means the internet access service as detailed in your order confirmation;
“charges” means the charges payable by you for or in connection with the service(s) including recurring charges, usage charges, one-off charges;
“call plan” means a monthly call plan detailed in your order confirmation;
“contract” means the agreement between us, which is made up of these terms and conditions, the contract summary and contract information, the order confirmation, any applicable service terms, the price list, our privacy policy and our acceptable use policy;
“contract summary and contract information” means the contract summary and contract information documents provided to you in a durable format immediately before concluding this contract summarising both the service(s) and the core contract terms;
“coverage guarantee” means the guarantee that applies to certain services, the details of which are at https://www.opusbroadband.com/info;
“customer equipment” means any equipment supplied to you by or on behalf of Opus Broadband for use in connection with the service (but excluding network equipment) as stated in your order confirmation;
“early termination charge” means the charge payable by you in accordance with these terms and conditions if your contract is terminated during the minimum contract period as detailed in the price list;
“installation fee” or “installation charge” means the fee or charge for installing the service at the service address as stated in your order confirmation and/or in the price list;
“late payment charge” means that charge detailed in the price list that is payable if you fail to pay any charges by the due date;
“minimum contract period” means the minimum subscription period that applies to the service(s) as set out in the order confirmation and/or price list;
“my account” means the secure part of the website that allows you to log in and securely access your bills, monitor usage of the service and update certain information;
“network equipment” means the transceiver and the ancillary equipment;
“one-off charge” means a charge that by its nature, is not recurring, for example an installation fee or a late payment fee;
“order confirmation” means the communication (e-mail or letter) sent to you by Opus Broadband, confirming your order;
“payment charges” means charges that are payable for making payment of charges other than by Direct Debit;
“price list” means the Opus Broadband Internet price list, from time to time in force, as posted on the website;
“Privacy Policy” means the Privacy Policy at https://www.opusbroadband.com/info;
“recurring charges” means the monthly charges payable by you in advance for the service(s) e.g. your broadband service or call plan, as detailed in your order confirmation;
“re-connection fee” means the amount specified in the price list from time to time in force;
“registered email address” means the email address that you provided to us when you signed up for the services as stated in the order confirmation;
“service” means the broadband service, voice service and or other services stated in your order confirmation;
“service address” means the residential address at which Opus Broadband Internet agrees to provide the service(s) to you as set out in the order confirmation;
“speed guarantee” means the speed guarantee applicable to your broadband service as detailed at https://www.opusbroadband.com;
“start date” means the date when the service(s) is/are first made available for you to use;
“transceiver” means the electronic communications device mounted to the exterior of the service address that establishes a wireless connection to our network;
“telecom provider” means Opus Broadband's provider(s) of elements of the service(s);
“third-party equipment” means any equipment, including but not limited to telephones, handsets, modems and routers, not supplied to you by Opus Broadband as part of the service(s);
“voice service” means the voice service that enables you to make and receive voice calls using our broadband service;
“voice service terms” means the additional terms and conditions that apply to our voice service that can be found at https://www.opusbroadband.com/info;
“website” means the Opus Broadband Internet website at www.opusbroadband.com;
“us,” “our” “Opus Broadband Internet” means Opus Broadband Internet Limited and
“you” and “your” means the person whose name and contact details are set out in the order confirmation you provided to us when you signed up for the service(s).