Basic Terms and Conditions for Broadband & Telephony Services

ADSL Broadband

What do I get with ADSL Broadband?

ASDL Broadband is the older generation of high-speed Broadband and provides a typically slower service than Fibre Broadband or “VDSL”.

We provide you with an ADSL Broadband connection over a telephone line. This provides you with high-speed internet access over a telephone line.

What speeds will I get?

This depends on a number of factors including: the distance between you and your telephone exchange, your internal wiring, any devices connected to your phone line that might interfere with the Broadband and your Internet Router and/or modem.

The MAXIMUM speeds are:
20Mbps Download Speed
1Mbps Upload Speed

We will advise you on what speed you are likely to get before you sign up.

We can also carry out work on site to ensure you get the maximum possible speed, by removing sources of interference that may slow down your line.

If practical, we normally recommend having a dedicated phone line for Broadband and this will remove any possibility of interference from your telephone wiring or equipment.

What guarantees do you offer? What financial guarantees do you offer?

We offer no guarantees of speed or quality of service. We offer no guarantees of service level. We do not offer compensation towards loss of business, earning or personal loss.

The ISP used to provide the service will offer the following compensation under Ofcom rules. OMS will not provide compensation ourselves:

Problem> A landline or broadband customer would be entitled to compensation if Amount of compensation
Delayed repair following loss of service Their service has stopped working and is not fully fixed after two full working days. £8 for each calendar day that the service is not repaired
Missed appointments An engineer does not turn up for a scheduled appointment, or it is cancelled with less than 24 hours notice. £25 per missed appointment
Delays with the start of a new service Their provider promises to start a new service on a particular date, but fails to do so. £5 for each calendar day of delay, including the missed start date

What equipment will you provide?

You will need to provide a router or we will sell you a router to use with your internet service.

Who provides the internet service and who do I call if I have a problem?

Our Broadband Services are provided by Zen Internet Ltd. They are a UK-based ISP and all of their technical department and sales team are based in Rochdale in the UK.
We provide all support for the Internet service and you should contact us for any support with the service.

What caveats are there?

We can only provide support on the Broadband Service. If there is a fault with your telephone line, and you do not get your telephone line through us, we will be unable to provide support or raise a fault to get the issue fixed, and you will need to contact your telephone provider to resolve the issue.

We cannot provide a guarantee on the time taken to fix an issue as this may be outside our control. However, we will do everything in our power to resolve the issue quickly.

Openreach (formerly BT Openreach) are responsible for providing all of the physical phone lines and telephone infrastructure in most parts of the UK. If you have an issue which is a result of a fault with their equipment, we will need to raise a fault with them. The time taken to resolve the issue lies with them, and it is out of our control how long this takes or whether the fault is correctly resolved.

Should your router fail, we will arrange for replacement of your router under warranty only. If your equipment is out of warranty, you will need to either provide or purchase new equipment.

If you are unable to bring the equipment to us, you will need to cover the shipping cost of shipping the unit to us, and us returning the repaired equipment back to you.

If we offer you loan equipment, you will need to cover the shipping cost to get this equipment to you and to return it to us.
If you fail to return the loan equipment, you will be billed for the full value of the equipment shipped.

VDSL Broadband (“Fibre” or FTTC Broadband)

What do I get with VDSL Broadband?

VSDL Broadband is the latest generation of high-speed Broadband and provides a typically faster service than ADSL Broadband.
What speeds will I get?

This depends on a number of factors including: the distance between you and your telephone exchange, your internal wiring, any devices connected to your phone line that might interfere with the Broadband and your Internet Router and/or modem.

VDSL is greatly impacted by your distance from your Green Openreach Telephone Cabinet – the further away, the slower the speed. In some circumstances, we may recommend ADSL as this can provide faster speeds than VDSL at very long distances.

The MAXIMUM speeds are:
80Mbps Download Speed
20Mbps Upload Speed

We will advise you on what speed you are likely to get before you sign up.

We can also carry out work on site to ensure you get the maximum possible speed, by removing sources of interference that may slow down your line.

If practical, we normally recommend having a dedicated phone line for Broadband and this will remove any possibility of interference from your telephone wiring or equipment.

What guarantees do you offer? What financial guarantees do you offer?

We offer no guarantees of speed or quality of service. We offer no guarantees of service level. We do not offer compensation towards loss of business, earning or personal loss.

The ISP used to provide the service will offer the following compensation under Ofcom rules. OMS will not provide compensation ourselves:

Problem> A landline or broadband customer would be entitled to compensation if Amount of compensation
Delayed repair following loss of service Their service has stopped working and is not fully fixed after two full working days. £8 for each calendar day that the service is not repaired
Missed appointments An engineer does not turn up for a scheduled appointment, or it is cancelled with less than 24 hours notice. £25 per missed appointment
Delays with the start of a new service Their provider promises to start a new service on a particular date, but fails to do so. £5 for each calendar day of delay, including the missed start date

What equipment will you provide?

You will need to provide a router or we will sell you a router to use with your internet service. With Fibre Broadband you may need a different kind of router to use the service. We can advise you if you need any additional equipment.

Who provides the internet service and who do I call if I have a problem?

Our Broadband Services are provided by Zen Internet Ltd. They are a UK-based ISP and all of their technical department and sales team are based in Rochdale in the UK.

We provide all support for the Internet service and you should contact us for any support with the service.

What caveats are there?

VDSL is not available everywhere, and requires that your Green Telephone Cabinet has been upgraded to provide VDSL Broadband.

VDSL is greatly impacted by your distance from your Green Openreach Telephone Cabinet – the further away, the slower the speed. In some circumstances, we may recommend ADSL as this can provide faster speeds than VDSL at very long distances.

We can only provide support on the Broadband Service. If there is a fault with your telephone line, and you do not get your telephone line through us, we will be unable to provide support or raise a fault to get the issue fixed, and you will need to contact your telephone provider to resolve the issue.

We cannot provide a guarantee on the time taken to fix an issue as this may be outside our control. However, we will do everything in our power to resolve the issue quickly.

Openreach (formerly BT Openreach) are responsible for providing all of the physical phone lines and telephone infrastructure in most parts of the UK. If you have an issue which is a result of a fault with their equipment, we will need to raise a fault with them. The time taken to resolve the issue lies with them, and it is out of our control how long this takes or whether the fault is correctly resolved.

Should your router fail, we will arrange for replacement of your router under warranty only. If your equipment is out of warranty, you will need to either provide or purchase new equipment.

If you are unable to bring the equipment to us, you will need to cover the shipping cost of shipping the unit to us, and us returning the repaired equipment back to you.

If we offer you loan equipment, you will need to cover the shipping cost to get this equipment to you and to return it to us.

If you fail to return the loan equipment, you will be billed for the full value of the equipment shipped.

Telephone Lines Bundles

What do I get with Telephone Line Bundles?

Telephone Line Bundles are provided by Oxford Mac as a way of us managing everything to do with your Broadband, including the phone line. If there is a fault with either Broadband or Phone Line you can manage all of it through us.

YOU MAY NOT MAKE OR RECEIVE PHONE CALLS USING OUR PHONE LINES – they are for providing a Broadband Service only. This is because we are unable to bill you for the calls.

Who provides the phone line and who do I call if I have a problem?

Our Phone Lines are provided by Zen Internet Ltd. They are a UK-based ISP and all of their technical department and sales team are based in Rochdale in the UK.

We provide all support for the phone service and you should contact us for any support with the service.

What caveats are there?

You may not make or receive phone calls on the service, it is for providing the Broadband service only. We may charge you up to 5x of our cost for the calls should you ignore this.

What guarantees do you offer? What financial guarantees do you offer?

We offer no guarantees of speed or quality of service. We offer no guarantees of service level. We do not offer compensation towards loss of business, earning or personal loss.

The ISP used to provide the service will offer the following compensation under Ofcom rules. OMS will not provide compensation ourselves:

Problem> A landline or broadband customer would be entitled to compensation if Amount of compensation
Delayed repair following loss of service Their service has stopped working and is not fully fixed after two full working days. £8 for each calendar day that the service is not repaired
Missed appointments An engineer does not turn up for a scheduled appointment, or it is cancelled with less than 24 hours notice. £25 per missed appointment
Delays with the start of a new service Their provider promises to start a new service on a particular date, but fails to do so. £5 for each calendar day of delay, including the missed start date

Additional Costs, Contract Terms & Cancellation

Are there any additional costs on top of the monthly subscription?

VDSL Broadband - Activation Charge - £50 + VAT (£60 inc VAT)

ADSL Broadband - Activation Charge - £40 + VAT (£48 inc VAT)

Telephone Lines & Bundles - New Phone Line Installation - £99 + VAT
Telephone Lines & Bundles - Re-Start Stopped Line - FREE
Telephone Lines & Bundles - Transfer from another Provider - FREE

What are the Contract Terms?

ADSL

Our ADSL Broadband is a rolling monthly contract and may be cancelled with 30 days notice, unless otherwise mentioned.

VDSL

Our VDSL Broadband has a 12 month commitment and cannot be cancelled during the contract term. They may be cancelled with 30 days notice at the end of the contract. This is due to the installation costs being included in the service, and spread across 12 months.

Telephone Lines

Telephone Lines are on a rolling monthly contract and may be cancelled with 30 days notice, unless otherwise mentioned.

Bundles

Telephone and Broadband Bundles carry a 12 month commitment and cannot be cancelled during the contract term. They may be cancelled with 30 days notice at the end of the contract.

All Services

You must notify us if you do not wish to continue with the service, even if you have not used it. You are liable for the cost of the service until you notify us you wish to cancel it, at which point you are bound by the cancellation period.

We will not be held financially liable for any loss of earnings, loss of businesses, loss of potential business, personal loss or any other impact to yourself of your business as a result of failure of the service or failure to provide the service.

How long will you keep my data for?

We will keep your data for as long as you continue to pay for the service.

If you fail to pay or settle your account balance for any reason, we will delete your data at the end of the current billing period or after 30 days, whichever is sooner.

How do I cancel my Service?

Please notify us in writing by either eMail or Letter to our Accounts Department:

eMail: accounts@omsuk.com

Postal Address:
Accounts Department
Oxford Mac Solutions
Macintosh House
50 Acre End Street
Eynsham
Oxfordshire
OX29 4PD
United Kingdom