The nature of the products we sell means they may be affected by physical or environmental conditions at the location that are beyond our control. If the product is not performing as expected for those reasons, we do not class this as a fault. For example, we do not class variations in broadband speeds over fixed line services or the UK 4G & 5G network services as hardware faults.
Introduction
When you purchase products from us and we install them for you, we aim to get it right first time. Sometimes a product we sell you may develop a fault.
Hardware within Warranty:
Hardware purchased in last 30 days
We will offer you a repair, exchange or refund. No call out fee will be charged where hardware is faulty subject to the exclusions listed in the Call Out Fee section below.
Hardware within its guarantee period (normally 12 months from delivery)
We will offer you a repair service or may, at our discretion, provide a replacement item.
We may be able to repair or replace the item during the call out. If that is not possible and we need to take it away for repair, we will not usually charge you when we revisit to return the item.
Hardware out of Warranty: if a replacement is required a replacement product fee will be payable.
Cabling
Cabling installed by us in the last 30 days
We will attend your premises to troubleshoot. If found the fault is due to the exceptions listed below then a call-out fee will be payable.
Cabling installed by us over 30 days ago
A call-out fee will be chargeable.
Call Out Fees
When we charge you an installation fee, unless expressly stated, that fee does not include return visits for diagnosing hardware or cable faults that may occur beyond 30 days from the date of install.
If you have a hardware item that we have installed, which may be faulty, and you are unable to return it to us (for example it is very large, in a hard-to-reach location, or you don’t have the time) we can come to you to try to diagnose the fault. Most of the time we can do this diagnosis onsite, but we have to take the item back to our lab for testing.
The standard fee for this service is £125 + vat. This may change depending on your location and/or building type, the current price can be found here
If we completed an installation for you in the last 30 days, we will not usually charge a fee. The exceptions to this include:
- Cable damage suffered since completed installation,
- Factory reset of device has removed programming necessary for operation,
- Improper repairs or alterations, misuse, neglect of product, or accident ,
- Operation, maintenance or use of the product in a manner not compliant with ordinary use,
- An event of Force Majeure.
SIM Cards
If you have a SIM Card supplied by us and it appears faulty, we will provide a free replacement. We will post you a new one.
Your SIM may be in a hard-to-reach location that you cannot access yourself. We can come to your premises and perform a SIM swap. We make a charge for this service which is dependent on your location and building type. We do not charge for this service if your SIM was supplied and installed by us in the last 30 days.
If there is a carrier fault in your area, we cannot remedy this fault by visiting your premises.
Last Updated February 2022
