FAQ, T&C’s & other legal stuff
If you use our broadband service then our Fair Use Policy applies to you:
1.Why do we have a Fair Use Policy?
A very small number of our customers use their broadband service inappropriately, for example when sending or downloading very large files using ‘peer to peer’ and file sharing software (which may be sending and receiving video and other large files constantly). This means that service quality for all users is affected, making it slower for everyone to access the internet or send and receive emails, especially at peak times. Peak times may fluctuate between 5pm and midnight, Monday to Sunday.The vast majority of our customers use their service considerately and their usage levels during peak hours don’t disproportionately affect the network capacity. Even though only a very small number of our customers use the service inappropriately, their activity does greatly affect the service. Our Fair Use Policy manages inappropriate use and makes sure the service can be used fairly by everyone.
2.How does the Fair Use Policy work?
If you regularly use the service inappropriately during peak hours, and we believe this is unfairly affecting other customers’ use of the service, we’ll manage your bandwidth during peak times (which could result in reduced service speeds).If you continue to use your service inappropriately we reserve the right to end your agreement with us and will give you notice before doing so.
3.How do I know if the Fair Use Policy affects me?
Our Fair Use Policy applies to all our customers but it will only actually affect you if you’re one of the very few customers who make inappropriate use of our service. If you don’t use peer to peer, file sharing or other inappropriate software and you’re not, for example, constantly downloading or uploading: videos or very large files, you’re unlikely to be affected by our Fair Use Policy.
4.What else do I need to bear in mind?
All Relax Broadband users must comply with relevant copyright and intellectual property laws. Please note that some activities, such as using peer to peer or file sharing software, may contravene these laws. Under our terms and conditions, any illegal use of your service will be a breach of your contract and will allow us to end your service.
|One hour of web browsing||10 – 25MB|
|Download a document||2MB|
|One hour of Facebook||20MB|
|Download a music track||4MB|
|Stream 30 minutes of YouTube||175MB|
|Download a non-HD film||700MB|
|Download an HD film||4GB|
|Stream one hour of non-HD video||250MB|
|Stream one hour of HD video||2GB|
|Stream one hour of music or radio||150MB|
Your broadband connection is paid monthly in advance via direct debit, all direct debits are collected on or around the 1st of the month, if you direct debit fails we will normally retry the direct debit collection within 5 working days, if your direct debit fails again your internet will be disconnected and you will be charged a £10 reconnection fee.
As of the 1st May 2016, if you choose not to pay your bill via direct debit you will be charged a £3pm administration fee.
We guarantee a minimum of a 10 mbps download speed, you may get the odd drop below but this should be very rare, our average customer speed is between 20 and 30 mbps but can get upto 50 mbps, your speed may vary due to such things as peak usage, and congestion on our network but we have built our network and put rules in place to aim to give you a high speed usage all the time, we dont guarantee an upload speed but our upload speeds can be upto 10mbps.
If in the unforseen circumstances your internet or phone doesnt work please call our customer sevices department on 01482 770608, we will try our hardest to get you back up and running with our phone support.
If we cannot get your issue resolved over the phone we may have to send out an engineer, we aim to get an engineer to you within 7 working days and issues resolved within 10 working days, if you are a business customer we aim to get an engineer onsite within 3 working days and issues resolved within 7 working days.
If an engineer makes an onsite visit and the issues arent related to our equipment you will be charged a fee of £60+VAT, the equipment up to your internal socket that we have fitted is our responsibility, unless damage has been made to our equipment from non natural causes.
There are a number of factors which could make an installation not possible and the more information you can provide regarding the site/property, the better to help us build an accurate picture to ascertain if an installation would be possible. Please see the checklist below to see if any of the factors listed apply to your site/property. If they do, please let us know as this may affect installation and/or additional charges may be applicable if the installation is non-standard (please see above);
Pitched / thatched roof?
- Listed property?
- Single storey building?
- Trees surrounding property?
- Are you in a dip?
The engineer will check your property to determine if a signal can be provided. If a signal is possible, the engineer will install the receiver on a chimney or gable end and run up to 15m of cable to your internal socket position. The engineers will go no more than 1m into the property, anything additional may be charged. If you have any specific install requirements you need to let us know prior to installation as this may delay your installation.
The installation should take no longer than three hours. If the installation cannot be completed due to external factors then you may be charged for additional costs/equipment.
upto 15m cable
- Internal socket
- Wireless access point
If your property doesnt have a tv aerial mast or bracket already fitted you will need one, and we can supply and fit for an additional £45
If you live in a large house or a house with thick walls, additional equipment may be required in order for you to access WiFi around your property. Any additional equipment is chargeable.