Broadband Terms and Conditions
There’s nothing hidden or any rules that a reasonable person wouldn’t expect. We try to be fair in terms of credit control, usage tolerance and migrations away and will always act in a manner fair to both you and us as a company.
The spirit of this pledge is to assure you that we take your broadband uptime very seriously and will do everything within our power to maintain 100% uptime for you. We’re so confident in our ability to provide the most reliable internet service in the UK for home and business that we back it up with our Uptime Guarantee. Of course, sometimes your internet might go down for various reasons beyond our control but, rest assured, our commitment is there to ensure we’re on top of any problem and will work our very best to resolve any issues in record time – and if not, we’ll give you your money back.
We promise to try to:
- Answer support calls, during open support hours, in our call queue within 3 minutes (the average is around 23 seconds at present).
- Return voicemails, during open support hours, within 20 minutes.
- Resolve and work on faults tirelessly until resolved, and ensure service is restored, for whatever reason, as quickly as possible. Return email support enquiries, during open support hours, within 2 hours.
- Prioritise emergency and business-related support issues wherever possible.
- Work with our suppliers and third party companies involved, including BT Wholesale and Openreach, to reach the quickest conclusion to faults.
- Aim to resolve support issues within the first call wherever possible and within 2 hours otherwise.
We will pay compensation, on the basis of 1/30th of your monthly subscription for any 24hour period or part thereof, under any of the following circumstances:
- Where we have misdiagnosed a problem which could have been resolved earlier.
- Where we have failed to respond to a request for assistance or follow up on a problem within 2 hours.
- Where an Openreach outage or known fault has not been fixed within 24hours of the customer first reporting the issue to us.
- Where the customer is not satisfied that the problem has been resolved within a reasonable time frame.
MacAce will not pay compensation in the following circumstances:
- A known Openreach exchange outages of no more than 24hours.
- Where the problem is shown to be derived from the customers own equipment or internal telephone wiring (including faulty computers, faulty router, faulty cabling or another faulty device on the network).
- Where the customer has not followed our remedy instructions within a reasonable time frame – for example, if we ask for the router to be plugged into the test socket and this is not performed within an hour.
- When the fault is shown to be an Openreach fault (after all other work has been completed) and a onsite engineer has been booked for the next available slot – this is deemed a “known Openreach fault”.
- When there is an extended outage due to a long-line syncing problem. Any line over 4 miles from the exchange, which syncs at less than 1Mbps may be unstable anyway.
- MacAce is not liable whatsoever for any other loss incurred as a result of downtime for broadband.
Please contact us at email@example.com detailing your complaint and request for a refund, describing the problem with timescales and as much detail as possible. We will investigate and where applicable, issue a credit note on your account. This claim must be submitted within 7 working days of the resolution of the fault. Our decision will be fair and impartial and final.
We have signed up the Ofcoms Broadband Speeds voluntary codes of practice, details of which can be found here.
In essence we operate a transparent policy on the speeds we offer our customers and try to ensure customers get the best speeds their line can support. Whilst our services are advertised as “up to” this is purely a maximum figure based on perfect line conditions. In reality it’s impossible to get actual throughput over about 90% the maximum advertised speed. The speed you receive is determined by several factors and there are two types of speed measurements.
SYNC rate is the speed your modem negotiates with the exchange for optimum throughput speed based on data obtained by the equipment in your exchange. This is determined primarily by the quality and length of the copper cable between you and your exchange. Interference and loss of signal along the cable directly affects your SYNC speed and actual throughput speed.
THROUGHPUT speed is the measured speed you get when transferring data from your computer to the internet – it’s the figure speedtesters will give you (you can use speedtest.btwholesale.com ours or there are many third party test). This is determined, in addition to your sync speed, by several factors including contention and congestion on the line. You’ll always get a lower speed at busy internet times like 6-11pm when the internet as a whole is at it’s busiest, not only our network. Typically this might be as low at 50% of your sync speed. Your router, wireless connection and computer can also affect this. If you run several speed tests one after the other or throughout the day you’ll get varying different readings – that’s exactly how it’s supposed to work. You’ll get maximum speeds during quiet times and lower speeds at busy times. The number of people online and downloading in your area at the same time you take these tests can affect them dramatically. Please feel free to contact us if you don’t think you’re getting a fast enough connection. Our systems are designed to give you the fastest speed your line can handle.
You are free to migrate to another provider and there is no longer a migration code required, it is the gaining provider which initiates the migration and, as the loosing ISP, we will inform you if we receive a request to take over your broadband – you’ll have 3 days to get back to us if it’s in error. In the event of accidental migration away we’ll do everything we can to rectify but will not be help responsible for any costs or losses incurred.
When migrating to MacAce from another provider, we’ll handle everything that needs doing and try to ensure no downtime is suffered. The losing ISP is not permitted to try to “retain” you as a customer by offering incentives.
In addition to our general abbreviated terms and our full legal terms and conditions:
- Payment for all broadband services, unless agreed otherwise, is in advance. Normally paid at least 7 days prior to the renewal date to allow for any problems.
- Contract terms are 1 month. We require 14 days notice of termination notice prior to your renewal date to avoid being charged for the following month. This can be from the primary email account but we recommend recorded mail.
- If you opted to pay by credit card you are agreeing to continuous authority to charge the card we hold on file (securely) until the service or contract is terminated
- We will not refund for downtime unless notified or agreed otherwise or unless we receive a valid claim under out Uptime Guarantee.
- If an engineer visit is required and agreed with by us after trying all other possible failure points, we will instruct an Openreach engineer to visit. If no fault is found (or missed appointment/abortive visit), we will pass on their charges, currently £115 plus VAT per visit. We will contest any charges on your behalf if we feel the fault does lie with Openreach (Openreach is the part of BT that deals with all ISP’s and owns/maintains the “last mile” connection from your house to the exchange). Appointments can be cancelled up to 1.30pm on the day before the visit (or will be charged as an aborted visit). Prior to arranging an Engineer Visit, you will be required to confirm verbally and by email that you accept this.
- If you move house we need as much notice as possible to ensure continuation of your broadband. At least 21 days if possible. There may be new activation fees for your new property and cease fees for your old property (these are charged at our Openreach cost prices – see item 12 below)
- Should you wish to migrate to another provider please let us know so we can co-operate fully. We require 1 full month notice of migration. You will not be charged any additional full months after you have migrated. It is possible to ensure you are not charged more than you should for a migration away from us but we do need at least 14 days notice of your transfer date. We’ll be happy to work with you to minimise your costs.
- Our Unlimited broadband is truly unlimited but we do reserve the right to ask customers to leave should they continually use excessive bandwidth – <200GB of download is a guide to what we consider to be reasonable each month for a standard home broadband account.
- Failure to clear outstanding balances before your renewal date may result in automatic termination of your broadband account. You should contact us as soon as possible – we’re normally happy to hang on for payment if you explain the problem. If your account is terminated, you’ll have to pay a reactivation fee of £48 to BT via us to reinstate it, this fee is charged regardless of whether you change ISP or not. We reserve to right to suspend broadband access and email too should we not hear from you. We try to avoid suspension and termination wherever possible – these have to be approved by our MD.
- We do not charge for card declines, standing order declines or cheque bounces at present. However, should this happen on more than 3 occasions per year we reserve to right to then charge £20 per incident. Accidental Charge Backs on your credit card cost us £20 plus VAT per chargeback – we will pass this charge onto you.
- We reserve to right to ask any broadband user, giving them 30 days notice, to migrate themselves to another provider for any reason we see fit (whilst this will only be in extreme cases). We will refund any overpayments in accordance with that service’s terms. We will also terminate accounts without notice for users sending spam or using their connection for illegal activities.
- CEASE CHARGES – Ceased connections for any reason are charged at Openreach cost price of £32 plus VAT and include ceases for move home, line cease, LLU migration failure and if we have to cease your connection for non-payment. Successful migrations to other ISP and LLU providers remains free of charge.
- ORDER CANCELLATION CHARGES. Orders cancelled prior to 3 days before install (or the point of no return as deemed by Openreach for different service) will be charged at £69.38 plus VAT, passed on directly from Openreach.