Terms and Conditions of Service from Progressive Networks

The service will be installed at your local exchange by a BT, or other qualified engineer. With the exception of ISDN conversions, the engineer will not need to visit your premises. A line test will be carried out to ensure the service can be provided at your premises. We will use reasonable skill and care in delivering the service on the date provided, but are not liable for any failure to meet any deadline.

If your installation requires the conversion of your phone line from ISDN we will contact you to arrange an appointment for the BT engineer to visit your premises. It is important that you keep this appointment as failure to do so or requesting the date/time be changed will result in BT charges that we will pass on to you. The maximum charge per missed/changed appointment is £50.00 +VAT.

If during line testing and installation we are unable to deliver the service, we will inform you as soon as possible. Your original line will be restored, and you will be offered either a full refund or an alternative service. If we are unable to activate the service due to your act or omission, or due to incorrect information being provided at signup, we will charge you a failed connection fee of £40.00 plus VAT.

You are responsible for ensuring you have an existing BT telephone line, and the correct equipment is installed and working at your premises. This includes a line filter, ADSL modem and computer. You must ensure that any equipment attached to the broadband service is technically compatible with that service, and does not breach relevant legislation or telecommunications industry standards.

If you are new to Broadband and are signing up for the first time or you migrate to Progressive Networks from another broadband supplier, your minimum contract term is three months for ADSL based products and 12 months for SDSL based products from when your line is first activated.

The service provides you with access to the internet. You accept that you use the internet at your own risk and subject to any applicable laws. We have no responsibility for any goods, services, information, software or other materials you may use or purchase over the internet connection provided.

Equipment provided, or purchased, as part of this service is covered in accordance with existing consumer protection legislation.

We may need to suspend the Service or parts of the Service for operational reasons (e.g. for repairs, planned maintenance or upgrades) temporarily. Before we do this, we will give you as much notice as possible. We promise to restore the Service as soon as possible after any suspension.

We may have to alter code or access numbers or technical specifications associated with the Service for operational reasons. Before we do this, we will give you as much notice as possible.

Although we attempt to provide you with the best possible Service, we cannot guarantee that the Service will never be faulty. However, we will correct all reported faults as soon as is reasonably possible.

If there is a fault with the Service, or you forget a password, you should contact the Progressive Networks Support team.

We may sometimes monitor or record calls to or from us. We may do this for training purposes or to improve the quality of our customer support

If you cancel your broadband before the activation date. We charge you for your:

Connection/migration fee.
1st month's rental.
NB These charges will always apply regardless of any special offers we may be offering at the time of ordering.

You may cancel the Service under the Consumer Protection (Distance Selling) Regulations 2000 within the first 7 working days from the day after this Contract is made, unless you use the Service within this time in which case you will lose the right to cancel at this time. In the event that you choose to cancel the Service, you will be liable for any costs incurred by us in the act of provisioning or supplying the Service to you. This includes, but is in no way limited to the connection/migration fee and the minimum rental period charged to us by BT. If you included hardware in your order then we will refund the full price of the hardware providing it is returned to us in the same condition as you received it and any seals are still intact. Any costs incurred in returning hardware to us must be borne by you.

If you cancel your broadband within the minimum term of your contract. We charge you for the remainder of your minimum term. You must give us 1 month's notice even if you are in your minimum term.

If you cancel your broadband after completing the minimum term of your contract. You must give us one full month's notice in writing if you wish to leave.

When you give us notice we will charge you for the remainder of the month you are in plus one full month's notice.

If you chose to pay us for 12 months in advance, the same cancellation terms apply. We refund you for any months outside of your contact term and notice period you have paid for, but do not use.

If you are upgrading your line speed and the upgrade activation fails on your line we give you a full refund.

Notes relating to refunds and cancellations:
We are unable to offer refunds for hardware.
For all ADSL customers - minimum contract term is 3 months.
For all SDSL customers - minimum contract term is 12 months.
All customers may choose to pay monthly or annually.
Connection fee is £40.00 + VAT.
Migration charge (only payable on cancellation within the first three months of your ADSL contract) is £11.00 + VAT.

If moving from another provider, you are responsible for any liabilities under your existing agreement.

If you move premises, you have to cancel your existing connection and request broadband using the new address details. Please note you will be charged a connection fee for the new address. Also note that the service may not be available at the new address.

If you wish to move to another service provider, then you must cancel your account with us in a timely manner as per conditions above and then contact an alternate supplier. Migration out of ADSL services is supported by Progressive Networks, we will provide you with a MAC code that will allow you to move to another ADSL broadband provider. MAC codes are valid for 30-days and another code cannot be raised until the existing code has expired.