Terms and Conditions

Digitech Solutions

Digitech PhoneSolutions

with Broadband

Terms and Conditions

PART 1 – GENERAL

  1. About the customer’s agreement with us

These terms apply to (i) Digitech Solutions and (ii) Digitech Phone

Solutions with Broadband (which comprises Digitech PhoneSolutions and Digitech Broadband).

In these Terms and Conditions, we refer to Digitech Solutions Global Limited as “us”, “we” or “our” and we refer to the customer as “customer”. When we refer to our “Service”, we mean whichever one or more of Digitech PhoneSolutions, Digitech PhoneSolutions with Broadband and New Line Provision that the customer has asked us to provide. The customer agreement with us (“Agreement”) includes the following documents:

  • this document (“Terms and Conditions”);
  • The Order shall only be deemed to be accepted when Digitech issues a written dispatch notification to the Customer only then shall the order shall be deemed accepted, at which point the Contract date shall come into existence (Commencement Date) .The Commencement Date constitutes the entire agreement between the parties. The Customer acknowledges that it has not relied on any statement, promise or representation made or given by or on behalf of the Supplier which is not set out in the Contract (“Order Form”);
  • the latest list of our charges for the Service (“Price List”);
  • our latest policy setting out how we collect and use the customer’s personal information (“Privacy Policy”); and
  • if the customer is a Digitech PhoneSolutions with Broadband customer, our latest policy which tells the customer the standards of conduct that the customer is required to meet and the usage guidelines we have set for the use of Digitech Broadband(“Fair Use Policy”).

The customer can find our Price List, Privacy Policy and Fair Use Policy on our website at or the customer can obtain copies by contacting our Customer Services.

If the customer needs to contact us, the customer can call us on 0330 378 0129. Our Customer Services is open between 9am and 6pm Monday to Friday. If the customer calls from a Digitech PhoneSolutions landline, the customer call will be charged at the rate set out in the Price List. If the customer calls from another provider’s landline or from a mobile phone, the customer’s call will be charged at the customer’s provider’s rates. The customer can also email us at support@digitechsolutions.com or write to us at: Digitech Solutions Global Ltd, 1 Finway, Luton, LU1 1TR.

Different parts of these Terms and Conditions apply to the customer, based on which Service the customer takes from us:

  • Parts 1 and 2 apply to Digitech PhoneSolutions;
  • Parts 1 and 3 apply to Digitech PhoneSolutions with Broadband; and
  • Parts 1 and 4 apply to any New Line Provision (as defined in section 35 below).

In the event of any conflict between these Terms and Conditions and any of the other documents referred to above, such other document shall have priority over these Terms and Conditions.

2. What we promise our customer

We will endeavor to provide the Service to our customer using the same skill and care as other telecommunications service providers. We will do everything we reasonably can to provide the Service to our customer without any interruptions. However:

  • We may occasionally change or update the Service;
  • we cannot guarantee the exact date on which the Service will start, or that all parts of the Service will start on the same date;
  • the customer may experience occasional Service disruptions because of, for example, technology faults or maintenance. We endeavor to restore the Service as soon as possible and limit any disruption to the customer, but we are not responsible for delays in restoring the Service which are beyond our reasonable control as described in section 15 (Events beyond our reasonable control);
  • the customer may not always have uninterrupted internet access; and
  • the customer’s internet access, download speeds and upload speeds may not be at the maximum speeds we advertise.

The customer might not be able to receive the Service if we are unable to provide the Service to the customer’s address, if the customer’s current service provider prevents the customer receiving the Service, if there are incompatible products on the customer’s telephone line or if the customer fails a credit check. We can only provide the Service to addresses in the UK. If we are unable to tell the customer whether the customer can or cannot receive any particular Service or part of it before the customer enters into this Agreement, and it turns out that the customer cannot receive that Service or part of it, then we will refund any money the customer has paid in advance for that Service or part of it.

3. What the customer promises us

The customer promises us that all information supplied to us is correct. The customer promises to tell us if any of that information changes by contacting our Customer Services. If we ask, the customer must provide evidence of any changes in writing.

The customer promises that the customer is at least 18 years old. The customer also promises us that they are either the current telephone and/or internet service subscriber at the customer’s address (the “Subscriber”) or authorized by the Subscriber to subscribe to the Service and to cancel or transfer the telephone and/or internet service to which the Subscriber is currently subscribed.

The customer promises to pay us the charges for the Service (“Charges”) as set out in the Price List, on time and in the way, we have agreed with the customer.

If the customer has chosen to pay by Direct Debit, the customer agrees to allow us to alter their Direct Debit instruction (including the amount), subject to the terms of the Direct Debit Guarantee (which applies to all banks and building societies taking part in the Direct Debit scheme, and provides protection to the customer in respect of Direct Debit payments). The customer agrees that we may use the customer’s Direct Debit instruction to charge the customer for any payment due to us under any agreement they have with us.

It is the customer’s responsibility to ensure that the customer has sufficient funds in their bank or building society to meet a Direct Debit obligation to pay us.

The customer agrees that we may use other suppliers to provide the Service or parts of it and that we may share the customer’s personal information with them for that purpose. The customer can find further information about how the customer’s information is collected and used in section 14 (Customer personal information) and in our Privacy Policy.

The customer agrees not to use the Service (or allow the Service to be used):

  • in any way which breaks the law;
  • to make any call and/or send, knowingly receive, upload, download, use or re-use any material which is offensive, abusive, indecent, defamatory, obscene or menacing, or in breach of confidence, copyright, privacy or any other rights, or which does not comply with our Fair Use Policy
  • to send or provide advertising or promotional material which the recipient has not asked for, or knowingly to receive responses to any such advertising or promotional material;
  • in any way that does not comply with any of our instructions (or the instructions of our suppliers) which may be necessary at any time for health and safety reasons or to prevent any disruption to the Service.

The customer agrees that the customer will always be courteous to our Customer Services team.

4. Charges and billing

4.1Charges

The customer can find the Charges in the current version of our Price List

The customer must pay line rental Charges and (if the customer is a Digitech PhoneSolutions with Broadband customer) Digitech Broadband Charges, in advance, by the date set out in each bill we send the customer. The customer must pay the Charges for calls made from the customer’s telephone line and any call features used, in arrears, by the date set out in each bill we send the customer. If the customer is a Digitech PhoneSolutions with Broadband customer and the customer chooses Digitech Broadband, the customer will be limited to a maximum amount of usage per month as set out in the Fair Use Policy (“Usage Limit”), and the customer must also pay the Charges for any data usage above the Usage Limit, in arrears, by the date set out in each bill we send the customer. If the customer needs New Line Provision, see Part 4 (New Line Provision) for details of the Charges the customer will have to pay.

Sometimes the customer may want or need additional one-off services, such as engineer call-outs. The Charges for these additional one-off services are set out in our Price List. We will tell the customer in advance if the customer needs to pay any Charge for those services and what the Charge will be (either in total, or at an hourly rate). If the customer agrees to receive those services, we may require payment in advance, although sometimes we may agree to add the Charge to the customer’s next bill.

If the VAT rate changes then we may change the Charges accordingly. VAT is charged at the rate that is applicable on the date on which the customer’s bill is created. We will try to make sure that any changes we make to the Charges reflect the changes to the VAT rate, but they may not match exactly as we may need to round Charges up or down.

4.2 Billing frequency

The customer will receive a bill every month, although we reserve the right to send the customer a bill at any time. However, see the conditions at section 4.3 (Method of payment) below.

4.3 Method of payment

The customer must pay by Direct Debit.

The customer agrees that the customer is responsible for the Charges even if the Direct Debit payment fails.

4.4 How we will send bills to the customer

The customer will normally receive bills by e-mail or account login. We will send the customer e-mails using the relevant correspondence and e-mail addresses the customer gives us when the customer subscribes for the Service, unless the customer changes the relevant address by contacting our Customer Services.

4.5 What happens if the customer doesn’t pay their bills?

We will remind the customer if the customer fails to pay any Charges on time. If the customer does not pay promptly after we have reminded them, we reserve the right to stop the customer making calls except to the emergency services, or suspend or cancel the Service. We, we reserve the right to decide whether or not to reconnect the customer to the Service. If we choose to reconnect the customer’s line, we, we reserve the right to charge the customer a fee based on the costs we have had to incur.

We, we reserve the right to use debt recovery agencies to collect any outstanding Charges from the customer and charge the customer a fee towards our debt recovery expenses.

If the customer fails to pay Charges on time, the customer will incur a late payment charge. See the Price List for further details

4.6 The customer is responsible for the customer’s previous supplier’s charges

If the customer has an existing contract with another service provider, it could have a minimum service period in it. The customer is responsible for checking the customer’s contract with their old service provider and paying for any ongoing charges or termination charges imposed by that service provider. Those charges will be in addition to our Charges.

5. Length of the Customer’s agreement

Our Agreement with the customer will begin when the signed Order Form is received

We endeavour to send the customer an e-mail setting out the Service(s) ordered and estimated start date, along with these Terms and Conditions and other documents within five Working Days of the customer’s Order Form being received. If the customer has not received this letter within that time or if the customer has any questions they can contact our Customer Services.

“Working Day”, Any day other than a Saturday, Sunday or public holiday in England, Wales, Scotland or Northern Ireland.

Our Agreement with the customer will continue until the customer or we terminate it in accordance with these Terms and Conditions.

The customer agreement may include a minimum period for which the customer must commit to receive the service (the “Minimum Term”) subject to the customer’s rights to cancel in accordance with sections 22, 32 and 38. The Minimum Term for each Service shall be as follows:

  • if the customer is a Digitech PhoneSolutions only customer there is no Minimum Term to the customer agreement except as otherwise provided below;
  • if the customer is a Digitech PhoneSolutions only customer and the customer’s Service includes a New Line Provision, the customer’s agreement will have a Minimum Term of 12 months;
  • if the customer is a Digitech PhoneSolutions with Broadband customer, the customer agreement has a Minimum Term of 12 months.

The Minimum Term (if applicable) starts on the date on which we first provide Digitech PhoneSolutions or Digitech PhoneSolutions with Broadband to the customer at a particular address (or, if the Digitech PhoneSolutions Service starts on a different day from the Digitech Broadband Service, the Minimum Term starts on the day the first of these Services starts).

6. The customer’s rights to cancel

The customer can find the customer’s rights to cancel Digitech PhoneSolutions in Part 2 (Digitech PhoneSolutions), the customer’s rights to cancel Digitech PhoneSolutions with Broadband in Part 3 (Digitech PhoneSolutions with Broadband) and the customer’s rights to cancel New Line Provision in Part 4 (New Line Provision).

7. Our rights to cancel

7.1 Without fault by the customer

If the customer is a Digitech PhoneSolutions customer, we may cancel the Service immediately if we are not able to provide it to the customer. This may be because we cannot arrange for the transfer of the customer’s telephone line, we cannot get access to the customer’s premises (for New Line Provision), the customer does not live in an area where the Service is available, if the customer fails a credit check or for any other unforeseen reason preventing us from providing the Service.

If the customer is a Digitech PhoneSolutions with Broadband customer, we may cancel the Service immediately if we are not able to provide the Digitech PhoneSolutions part of the Service to the customer. If we are unable to provide Digitech Broadband, which may be because the customer lives in an area where Digitech Broadband is unavailable, or for any other unforeseen reason preventing us from providing Digitech Broadband, we reserve the right for to provide Digitech PhoneSolutions. If so, endeavor the to provide them with Digitech PhoneSolutions only.

If the customer is a Digitech PhoneSolutions only customer we reserve the right to cancel the Service (or any part of it) at any time after the end of the Minimum Term (if applicable) by telling the customer at least 30 days in advance of the date of cancellation.

If the customer is a Digitech PhoneSolutions with Broadband customer we reserve the right to cancel the Service (or any part of it) at any time after the end of the Minimum Term by informing the customer at least 30 days in advance of the date of cancellation.

Notwithstanding the above, we may cancel the Service (or any part of it) by telling the customer as far in advance as we can if an agreement between us and a wholesale supplier is terminated or expires.

7.2 Where the customer is at fault

We reserve the right to cancel the Service (or any part of it) immediately if:

  • the customer fails to pay any bill promptly after we have sent the customer a reminder;
  • the customer breaches a material term of this Agreement, being sections 3 (What the customer promises us) and 4.1 (Charges) or otherwise in accordance with section 4.5 (What happens if the customer doesn’t pay their bills?);
  • we find the customer has given us incorrect information or acted fraudulently; such as and/or
  • bankruptcy proceedings are brought against the customer, the customer does not make payment of a court judgment on time, the customer makes an arrangement with their creditors, or any of the customer’s assets are the subject of any form of seizure.

If we cancel the customer’s Digitech PhoneSolutions or Digitech PhoneSolutions with Broadband for any of the reasons in section 7.2 during the Minimum Term, the customer must pay us the early termination Charge, as set out in the Price List.

8. Our rights to suspend the Service

We reserve the right to suspend the Service (or any part of it), or delay any New Line Provision, immediately if:

  • we need to, or any network operator or service provider needs to, carry out repairs, maintenance or introduce new aspects to the Service;
  • we are told to do so by the Government, the emergency services or any other lawful authority;
  • the customer breaches a material term of these Terms and Conditions (as described in section 7.2 (Our rights to cancel where the customer is at fault));
  • in accordance with section 4.5 (What happens if the customer doesn’t pay their bills?);
  • an agreement between us and a wholesale supplier is terminated or expires;
  • the customer fails to pay any bill promptly after we have sent the customer a reminder or the customer exceeds their credit limit; or
  • we have a right to do so elsewhere in this Agreement.

Unless we suspend the Service (or any part of it) or delay any New Line Provision because of something the customer does (or fails to do), we will try to restore the Service or proceed with the New Line Provision (as applicable) as soon as possible.

9. What happens if the Service is suspended or cancelled?

If we suspend or cancel any part of the Service, we may refund any Charges the customer has paid in advance for the part(s) of the Service the customer is unable to receive because of that suspension or cancellation. We reserve the right to deduct this refund from the customer’s next (or final) bill, unless the customer’s account is in credit, in which case we will arrange payment of the outstanding amount to the customer. However, if we suspended or cancelled the Service (or any part of it) because of something the customer did (or failed to do), we reserve the to charge a reconnection fee if we restore the Service, which will be based on the costs we incur in doing so.

If the customer subscribes to Digitech PhoneSolutions with Broadband, and we cancel this Service, we reserve the right to at our discretion offer to transfer the customer to Digitech PhoneSolutions only. The Charges the customer must then pay will be those applicable to Digitech PhoneSolutions. If we suspend Digitech PhoneSolutions, the customer may not be able to obtain internet access through the customer’s telephone line while the line is suspended.

If we and/or the customer cancel all parts of the Service, the customer’s agreement will automatically terminate which will result in early exit fees that include monthly rental charges for the remainder of the original contract.

10. What rights and remedies will the customer have against us?

We do not exclude or limit our liability for fraud or for death or personal injury resulting from our negligence. The customer’s statutory rights (which include, for example, that we will provide the Service to a reasonable standard and within a reasonable time, and that any equipment the customer buys from us will comply with its description and will be fit for its purpose) are not affected by anything in this Agreement about the customer’s statutory rights, the customer should contact their local Citizens Advice Bureau or Trading Standards Office.

Except for the preceding two sentences, we limit our liability to the customer under this Agreement to a maximum of £1,000 for any one incident or series of related incidents.

Except as set out in the preceding paragraph, we will not be liable under this Agreement for any loss that could not have been reasonably expected by the customer and us at the time of entering into this Agreement, any financial loss (including any loss of income, business or profits, but excluding the Charges), any information which is lost or corrupted, or any damage or loss suffered or incurred by the customer as a result of:

  • any use of the Service in breach of this Agreement;
  • any alterations made to the Service or any equipment by anyone other than us;
  • any fault in (or failure of) any equipment used in connection with the Service (whether or not provided by us) or any antivirus software or other security features, except where any such damage or loss is a direct result of our negligence;
  • any use of the Equipment for any purpose other than in connection with the Service;
  • any use of the Service with any equipment which does not carry the European Consumer Equipment Standards “CE” approval mark, which is not compatible with the Service or which is not connected to the Service and used in accordance with any published instructions and/or applicable safety and security procedures; and/or
  • our cancellation or suspension of the Service in accordance with these Terms and Conditions except as set out in section 9 (What happens if the Service is suspended or cancelled?).

11. Support and Maintenance Services

If there are any problems with the Service, the customer must tell us immediately by contacting our Customer Services. Our Customer Services representatives will try to solve any problems for the customer. The customer agrees to give our Customer Services representatives any help they reasonably ask for to help them solve the problem. If they cannot, or the customer does not provide any help we reasonably ask for, it may be necessary for us to call out an engineer, and the customer may have to pay an additional Charge for this.

Sometimes, the engineer we call out will need to visit the customer’s premises to solve the problem. If the engineer needs to visit the customer, the customer must ensure they are there at the time agreed with our Customer Services and allow them to enter the property. If the customer does not, we reserve the right to charge the customer a call-out fee. We endower use reasonable efforts to ensure that the engineer’s appointment is on the customer’s preferred date, although we cannot guarantee this. If an engineer is unable to keep an appointment, we endower try to tell the customer as soon as possible.  If the customer needs the consent of the customer’s landlord or anyone else for our engineer to enter their property and to install any equipment, it is the customer’s responsibility to obtain this. By allowing our engineer to enter the customer’s property, the customer promises that they have obtained any consent needed.

The customer will have to pay an additional Charge for an engineer visit if the problem with the Service was caused by the customer’s own act or omission, by equipment owned or installed by the customer, or by any other reason outside our control. See the Price List for applicable Charges.

12. Moving home or business premises

The customer must tell our Customer Services at least 15 days before the customer moves premises. If the customer does not, the customer will be responsible for Charges incurred at their old address until 15 days after they tell us about their move. We will endower to switch the customer’s Service to the customer’s new premises, although the customer may not be able to keep their telephone number. If the customer asks to keep their old number, and we do this, then in some circumstances a charge will apply, as set out in the Price List.

We may not be able to switch all or part of the Service to the customer’s new premises, for example because of its location or because the previous telephone or internet service provider prevents the customer receiving the Service.

If we cannot switch Digitech PhoneSolutions to the customer’s new premises, we will reserve the right to cancel the Service from the date 15 days after the customer tells us about their move and this Agreement will be terminated from that date.

If we cannot switch Digitech Broadband to the customer’s new premises, but we can switch Digitech PhoneSolutions, we reserve the right to offer to transfer the customer’s Digitech PhoneSolutions with Broadband Service to Digitech PhoneSolutions only.

The Charges the customer must then pay will be those applicable to Digitech PhoneSolutions.

If we cancel all of the customer’s Service, or transfer the customer from Digitech PhoneSolutions with Broadband to Digitech PhoneSolutions because we cannot supply Digitech Broadband, we reserve the right to refund any line rental and/or broadband Charges paid in advance in relation to the cancelled Service or part of the Service that relate to the period after the date the customer moved premises or (if later) the date 15 days after the customer told us about the move (unless the only reason we cannot continue to provide the Service is because the customer does not agree to install a new analogue telephone line).

When the customer contacts us to make the arrangements to move, Customer Services will give the customer an estimate of how long it will take to transfer the customer’s Service.

We will endeavors to meet estimate but our ability to do so is subject to other suppliers and we may therefore require additional time.

If the customer needs New Line Provision to receive Digitech PhoneSolutions or Digitech PhoneSolutions with Broadband at the customer’s new address, Part 4 (New Line Provision) shall apply. If we have to incur costs to move the customer’s telephone number to the customer’s new premises, we reserve the right to charge the customer.

13. Changes to this Agreement

We reserve the right to change the Service, the Charges or this Agreement at any time. We shall If we believe the customer will be caused significant disadvantage by any change. We shall do this by publishing the change on our Website.

14. Customer personal information

We take customer privacy very seriously and the personal information which the customer provides to us will be used in accordance with our Privacy Policy.

Where the customer has previously indicated their consent, we shall contact the customer using e-mail, mail, phone, text message and other electronic methods, about products, service and events we and our partners believe may be of interest to the customer. This will include using customer billing data to offer customers other electronic communications services available from us. The customer may stop marketing communications at any time by calling 0330 378 0129.

The customer agrees that when the customer applies for the Service we reserve the right to check the customer’s records at credit reference and fraud prevention agencies. We reserve the right to also make periodic searches at credit reference and fraud prevention agencies to manage the customer’s account with us. When credit reference agencies receive a search request from us and we reserve the right to place a search footprint on the customer’s credit file that may be seen by other organizations (regardless of the customer’s order proceeds or the Service is cancelled). Credit reference agencies supply to us both public (including the electoral register) and shared credit and fraud prevention information. If the customer tells us the customer has a spouse or financial associate, the customer agrees that we reserve the right to check their records at credit reference and fraud prevention agencies and link the customer’s records together with theirs, and the customer promises that he/she is authorized to disclose personal information about them for this purpose. Credit reference agencies also link the customer’s records together with the records of the customer ‘s spouse or financial associate, and these links shall remain on the customer’s record.

We reserve the right to send the information we collect when the customer subscribes for the Service to credit reference agencies, and that they reserve the right to record that information. The customer also agrees that we reserve the right to give details to them about the customer’s account and how the customer manages it. If the customer does not pay us in full and on time, credit reference agencies reserve the right to record the outstanding debt.

Credit reference agencies shall supply this information to other organizations to perform checks, trace customer whereabouts and/or recover debts that the customer owes. Records remain on file with the credit reference agencies for six years after they are closed. If the customer gives us inaccurate information and we suspect or identify fraud, we reserve the right to record this and the data also pass the date to fraud prevention agencies and other organizations.

We reserve the right to send information we collect to debt recovery agencies if the customer does not pay their bills, without any notice in accordance with section 4.5 (What happens if the customer doesn’t pay their bills?).

Please contact our Customer Services for details of the credit reference and fraud prevention agencies from whom we obtain and with whom we share customer personal information, or further details about how credit reference and fraud prevention agencies use customer personal information.

15. Events beyond our reasonable control

We are not responsible for web law or governmental order, rule, events beyond our reasonable control. Such events might include network failures, war, terrorist activity, riots, malicious damage, fire, flood, storm, nuclear accident or compliance with any angulation or direction.

We may suspend or cancel the Service (or any part of it) if, despite trying to do so, we are not able to provide it to the customer as a result of events beyond our reasonable control. However, we reserve the right to suspend or cancel all or any part of the Service because of one of these events, we reserve the right to refund Charges which the customer paid for any part of the Service the customer could not receive in accordance with section 9 (What happens if the Service is suspended or cancelled?).

16. Complaints and dispute resolution

We aim to provide customers with the highest quality of service. If the customer is unhappy with any aspect of the Service, then they should contact our Customer Services on support@digitechsolutions.com

If the customer is still unsatisfied eight weeks after raising the complaint, or if we have sent the customer a deadlock letter telling them that we are no longer dealing with the customer’s complaint, the customer can complain about us to the Ombudsman Service. The customer can find out more information about the Ombudsman Service through their website at www.ombudsman-services.org

17. Other matters

Digitech Solutions Global Limited is a company registered in England and Wales, company number 05821246. Our registered office is 1 Finway, Luton, LU1 1TR. VAT registration number: GB 942 0754 31.

We reserve the right to wish to transfer our rights or obligations under this Agreement to someone else. we reserve the right to do so provided that the transfer does not affect the customer’s rights or otherwise significantly disadvantage the customer; and

  • After we notify the customer of the date of the transfer, the customer’s only rights under or in connection with this Agreement will be against that other person and not us.

The customer must contact our Customer Services on support@digitechsolutions.com if the customer wants to transfer their Service to someone else. We reserve the right to allow the customer to do this unless we have a good reason not to (for example, if the other person lives at a different address to the customer or fails a credit check), we will enter into a new Agreement with the other party once they have completed the Order Form. On the date that the new Agreement with the other party starts, we will cancel the customer’s agreement with us and send the customer a final bill.

The terms which apply to the customer in Part 2 (Digitech PhoneSolutions), Part 3 (Digitech PhoneSolutions with Broadband) and/or Part 4 (New Line Provision) of these Terms and Conditions override the terms in Part 1 (General) in the event of any inconsistency between them.

If any court or other competent authority finds any of the terms of this Agreement to be invalid or unenforceable, the other terms of this Agreement will not be affected. This Agreement is governed by and interpreted in accordance with the laws of England and Wales (or the laws of Scotland if the customer lives or has his business premises there). Any dispute arising in connection with this Agreement will be subject to the exclusive jurisdiction of the courts of England and Wales

PART 2 – DIGITECH PHONESOLUTIONS

18. The Digitech PhoneSolutions Service

Digitech PhoneSolutions is the Service which allows the customer to rent a telephone line from us (another provider) and make calls. The customer can also receive additional call features such as call divert and caller display.

The customer must take both the line rental and call service elements of Digitech Phone Solutions. Digitech PhoneSolutions does not support carrier pre-selection (the mechanism that allows people to select, in advance, an alternative communications provider or providers for their calls without having to dial a prefix or install any special equipment).

Where the customer asks us to, we will endower that the customer keeps their old telephone number, although we cannot guarantee this. We will try to keep the same telephone number for the customer for as long as we provide the customer with Digitech PhoneSolutions. However, we may have to change it for operational reasons, in which case we will let the customer know in advance. If we can keep the customer’s old number then in some circumstances there will be a charge for this, as set out in the Price List.

Normally we shall endower to automatically provide the customer with equivalent services to those the customer received from their old service provider (like call barring, call divert and caller display). If we cannot do this automatically, we reserve the right to put measures in place to try to ensure the customer receives those equivalent services, however we cannot guarantee this will happen or that these measures will be effective all of the time. As a result, the customer may incur additional charges. If the customer would like to receive any new services, or make changes to the services the customer received from their old service provider, the customer will need to contact our Customer Services on support@digitechsolutions.com once they are connected to Digitech PhoneSolutions, and we will endower to provide these to the customer as soon as possible. Various other features are available. Charges for and details of these services are set out in the Price List.

The customer may have to pay additional Charges (which shall be charged at the rates set out in the Price List) for some services the customer may have received from their old service provider, such as indirect access and other subscriber or premium rate services.

The customer agrees to check the services the customer is receiving once the Digitech PhoneSolutions Service starts and check whether the customer is receiving the services they previously received from their old service provider. If the customer is not, the customer must tell us immediately.

19. Call Charges

The customer can find all call Charges, offers and call charging practices in the Price List.

The customer is responsible for the cost of all calls made from the customer’s telephone line, including without limitation any calls made by another person or by a computer.

We may limit the amount of call Charges the customer can incur. We will try to let the customer know if the customer exceeds this limit. If the customer does exceed this limit, we may:

  • ask for advance payment towards call costs; and/or
  • demand that the customer pays any outstanding Charges immediately; and/or
  • bar the customer’s calls.

20. Connection

Normally we can connect the customer to Digitech PhoneSolutions by taking over the line from the existing provider. If we can do this, we will not charge the customer a connection fee.

In some cases, the customer may require New Line Provision (as defined in section 36) for the customer to receive Digitech PhoneSolutions. The process for New Line Provision is set out in Part 4.

21. Required equipment

The customer will not be able to use the Digitech PhoneSolutions Service unless the customer has a functioning telephone, or another device which allows the customer to use the Digitech PhoneSolutions Service. We do not provide the customer with this equipment and we are not responsible for any equipment the customer may use.

The customer must not connect any equipment to the Digitech PhoneSolutions Service which does not carry the European Consumer Equipment Standards “CE” mark, or that may harm the network or any other customer’s equipment. Any equipment used with Digitech PhoneSolutions must be connected and used in accordance with its instructions and any applicable safety and security procedures.

The customer must only connect equipment to the Digitech PhoneSolutions Service by using either a standard telephone socket or a connection point approved by our suppliers.

To take advantage of our Call Line Identity service (which displays the number of the line from which incoming calls are being made) the customer will need compatible equipment.

22. The customer’s rights to cancel

22.1   Before the Service starts

The customer may cancel Digitech PhoneSolutions and obtain a full refund of any money the customer has paid by contacting our Customer Services any time until the Service starts. By “starts”, we mean the phone line becoming active so that the customer can make and receive phone calls. However, please note that if the customer contacts us to cancel Digitech PhoneSolutions at any time after 4pm on the Working Day before the Service is due to start, we may be unable to stop the customer’s phone service transferring to Digitech PhoneSolutions. This is for technical reasons relating to the disconnection and reconnection of the customer’s telephone line. In these circumstances, it is up to the customer to arrange an alternative supplier and the customer accepts that if the customer cancels in these circumstances they may be without a working telephone line until such time as another supplier can commence supply. The customer may also have to pay for any New Line Provision the customer has received, in accordance with Section 38 (New Line Provision – The customer’s rights to cancel).

If the customer cancels in this way, we reserve the right to refund any Charges the customer has paid in advance relating to Digitech PhoneSolutions apart from any costs relating to any New Line Provision which we are entitled to recover under Part 4 (New Line Provision).

22.2 After the Service starts

The customer may cancel Digitech PhoneSolutions at any time up to 14 calendar days from the day after the customer’s Order Form is completed, including where the customer’s agreement has a Minimum Term, or at any time where the customer’s agreement is not subject to a Minimum Term by telling our Customer Services at least 15 days in advance of the customer’s chosen cancellation date.

If the customer cancels in this way, the customer will still have to pay for any calls the customer has made and call features the customer has received.  We will refund any other Digitech PhoneSolutions Charges which the customer has paid in advance for the period after the customer’s chosen cancellation date provided the customer has given the required notice. If we have supplied New Line Provision within six months before the date of cancellation, we reserve the right to charge the customer a cancellation fee in respect of the New Line Provision as set out at section 38 (New Line Provision – The customer’s rights to cancel).

Where the customer agreement is subject to a Minimum Term, the customer may not cancel Digitech PhoneSolutions within the Minimum Term (except during the Cooling Off Period) unless the customer pays us the early termination Charge, as set out in the Price List. If we have supplied New Line Provision within six months before the date of cancellation, we may also charge the customer a cancellation fee in respect of the New Line Provision as set out at section 38 (New Line Provision – The customer’s rights to cancel).

After the Minimum Term has expired the customer may cancel Digitech PhoneSolutions at any time by telling our Customer Services at least 15 days in advance. If the customer does this, we will endower to refund Charges relating to Digitech PhoneSolutions which the customer has paid in advance for the period after the end of that 15-day period.

22.3 Where we make changes disadvantageous to the customer

If we tell the customer that we are going to change the Digitech PhoneSolutions Service, the Digitech Charges or the terms of Part 1 (General) or Part 2 (Digitech PhoneSolutions) of these Terms and Conditions in a way which causes the customer significant disadvantage then the customer may cancel Digitech PhoneSolutions by contacting our Customer Services on support@digitechsolutions.com

If the customer cancels in this way, the customer will still have to pay for any calls the customer has made and call features the customer has received. However, we will refund any other Digitech PhoneSolutions Charges that the customer has paid in advance for the period starting 30 days after we tell the customer that we are going to change the Digitech PhoneSolutions Service, the Charges or Part 1 (General) or Part 2 (Digitech PhoneSolutions) of these Terms and Conditions.

22.4 The customer’s responsibility to arrange transfer

If the customer cancels Digitech PhoneSolutions, the customer is responsible for transferring to another service provider. The customer will be left without telephone services and/or broadband services if the customer fails to do so.

23. Call barring

We reserve the right to bar the customer’s calls if:

  • the customer fails to pay any bill promptly after we have sent the customer a reminder;
  • there is (or we suspect there is) an unusual amount of activity by the customer via indirect access (by which the customer may have access to another service operator’s network, for example by using “International Access” access codes);
  • the number of calls from the customer’s line or the destination of calls changes significantly;
  • the customer breaks the terms of this Agreement;
  • the customer goes over any limit that we put on the amount of call Charges the customer can run up; or
  • we reasonably think it is necessary, for example, where there is high usage on an account.

We will endower to notify the customer before we bar the customer’s calls, but this may not always be possible. If we cannot inform the customer beforehand, we will inform the customer as soon as we reasonably can.

If the customer’s use of the Service is affected by call barring, the customer may ask us to change this by contacting our Customer Services on support@digitechsolutions.com. We reserve the right decide whether or not to remove call barring. If we do decide to remove call barring, we will need the customer to make a payment.

24. Emergency Calls

The Digitech PhoneSolutions Service allows calls to be made to the 999 and 112 emergency services numbers and provides information concerning the location from which a call to the emergency organisations has been made.

The customer will still be able to make calls to emergency services if we have barred the customer’s calls.

The customer will not be able to make calls to emergency services if the customer’s telephone line is unavailable (for example because the telephone network is interrupted by a flood, storm or similar event), or if Digitech PhoneSolutions is cancelled and the customer does not arrange for a replacement provider.

PART 3 – DIGITECH PHONESOLUTIONS WITH BROADBAND

25. The Digitech PhoneSolutions with Broadband Service

When the customer subscribes to Digitech PhoneSolutions with Broadband, the customer receives Digitech PhoneSolutions and Digitech Broadband.

Digitech PhoneSolutions

Digitech PhoneSolutions is the Service which allows the customer to rent a telephone line from us and make calls. The customer can also receive additional call features such as call divert and caller display.

The customer must take both the line rental and call service elements of Digitech PhoneSolutions. Digitech PhoneSolutions does not support carrier pre-selection (the mechanism that allows people to select, in advance, an alternative communication provider or providers for their calls without having to dial a prefix or install any special equipment).

Where the customer asks us to, we endower to ensure that the customer keeps their old telephone number, although we cannot guarantee this. We will try to keep the same telephone number for the customer for as long as we provide the customer with Digitech PhoneSolutions. However, we reserve the right to have to change it for operational reasons, in which case we endower to let the customer know in advance. If we can keep the customer’s old number then in some circumstances there is a charge for this, as set out in the Price List.

Normally we will endower to automatically provide the customer with equivalent services to those the customer received from their old service provider (like call barring, call divert and caller display). If we cannot do this automatically, we reserve the right put measures in place to try to ensure the customer receives those equivalent services, but we cannot guarantee this will happen or that these measures will be effective all of the time. As a result, the customer will incur additional unforeseen charges. If the customer would like to receive any new services, or make changes to the services the customer received from their old service provider, the customer will need to contact our Customer Services support@digitechsolutions.com once the customer is connected to Digitech PhoneSolutions, and we will endower to provide these to them as soon as possible. Various other features are available. Charges for and details of these services are set out in the Price List.

The customer will have to pay additional Charges (which will be charged at the rates set out in the Price List) for some services the customer may have received from their old service provider, such as indirect access and other subscriber or premium rate services.

The customer agrees to check the services the customer is receiving once the Digitech PhoneSolutions Service starts and check whether the customer is receiving the services the customer previously received from their old service provider. If the customer is not, the customer must tell us immediately.

If the customer wants to change the customer’s directory preferences, they should contact our Customer Services on support@digitechsoloutions.com.

Digitech Broadband

The Digitech Broadband Service is subject to the Fair Use Policy.

The customer will be able to access the internet for a fixed monthly price. The customer will also get connection and setup, and use of the equipment which we provide to the customer as part of Digitech Broadband.

The customer will get downloads subject to our Fair Use Policy and these Terms and Conditions, and use of a wireless router.  The Usage Limit will apply. The customer can find details of maximum speeds, security features and the Usage Limit by checking our Fair Use Policy, on our Website or by contacting our Customer Services.by request the Fair use policy.

If the customer exceeds the Usage Limit, we reserve the right to charge the customer in accordance with the terms set out in the Fair Use Policy.

The internet protocol (“IP”) address(es) which the customer uses in relation to Digitech Broadband remains the property of our suppliers.

We reserve the right at our discretion restrict download speeds at peak times depending on the nature and extent of the customer’s downloads. The Fair Use Policy sets out more detail about this.

26. Call Charges

The customer can find all call Charges, offers and call charging practices in the Price List.

The customer is responsible for the cost of all calls made from the customer’s telephone line, including without limitation any calls made by another person or by a computer.

We reserve the right to limit the amount of call Charges the customer can incur. We will endower try to let the customer know if the customer exceeds this limit. If the customer does exceed this limit, we may:

  • ask for advance payment towards call costs; and/or
  • demand that the customer pays any outstanding Charges immediately; and/or
  • bar the customer’s calls.

The customer is responsible for all Charges in respect of any data the customer uses in excess of the Usage Limit, as set out in the Price List.

27. Connection

We can connect the customer to Digitech PhoneSolutions by taking over the line from the existing provider. If we can do this, we endower not charge the customer a connection fee.

In some cases, the customer may require New Line Provision (as defined in section 36) for the customer to receive Digitech PhoneSolutions.  The process for New Line Provision is set out in Part 4 (New Line Provision).

28. Security

The customer uses the internet at the customer’s own risk and it is the customer’s responsibility to make sure that any equipment and security software the customer uses is up to date and protected against viruses. The customer must keep any passwords and user identification information secure and confidential.

The customer must inform us if any unauthorized person knows the customer’s user identification details and/or password. If we have any reason to believe that there is, or is likely to be, a breach of security (such as where the customer tells us that an unauthorised person may have access to the customer’s password), we may suspend access to Digitech Broadband by means of the customer’s user identification details and password. If we do this we will try to minimise any disruption to the customer, and may provide the customer with alternative user identification details and passwords.

29. Required Equipment

The customer will not be able to use the Digitech PhoneSolutions Service unless the customer has a functioning telephone, or another device which allows the customer to use the Digitech PhoneSolutions Service. We do not provide the customer with this equipment and we are not responsible for any equipment the customer may use.

The customer must not connect any equipment to the Digitech PhoneSolutions Service which does not carry the European Consumer Equipment Standards “CE” approval marking or that may harm the network or any other customer’s equipment. Any equipment used with Digitech PhoneSolutions must be connected and used in accordance with its instructions and any applicable safety and security procedures.

The customer must only connect equipment to the Digitech PhoneSolutions Service by using either a standard telephone socket or a connection point approved by our suppliers.

To take advantage of our Call Line Identity service (which displays the number of the line from which incoming calls are being made) the customer will need compatible equipment.

To use Digitech Broadband, the customer will need a functioning device and software enabling the customer to access the internet from that computer. We do not provide the customer with this device or software and we are not responsible for any such device or software that the customer may use.

We will provide the customer with a router, along with cables and other associated equipment such as microfilters, stands and a power supply (“Equipment”) which the customer will need to access the Digitech Broadband Service.  The Equipment is part of the Digitech Broadband Service. However, the Equipment remains our property (or the property of our licensors) at all times.

The customer must connect the Equipment to Digitech Broadband using the customer’s Digitech PhoneSolutions line and also in accordance with any instructions which we or any of our suppliers (from time to time) give the customer.

The Equipment is sufficient for the vast majority of customers to use Digitech Broadband. However, it is possible that the customer might want or need extra equipment to that which we provide (for example, if the customer’s computer is not compatible with the Equipment, or the customer wants to use longer cables).  The customer is responsible for obtaining any extra equipment the customer wants or needs. If the customer uses equipment in connection with the Digitech Broadband Service which is not supplied by us, the customer does so at their own risk, and our Customer Services team may not be able to provide support for that equipment.

If the customer or we cancel Digitech Broadband, we reserve the right to require the customer to return the Equipment to us in good working order.

If we ask the customer to do this and the customer does not return it or any part of it within 30 days of the Agreement ending, we reserve the right to   charge the customer for a fee for the unreturned Equipment, as set out in the Price List.

The customer should contact our Customer Services on support@digitechsolutions.com if the Equipment develops a fault. The customer agrees to give our Customer Services representatives any help they reasonably ask for to help them solve the fault. If the customer has given us all the help we reasonably ask for, and our Customer Services cannot resolve the issue and we decide that the Equipment is faulty, we will replace the faulty Equipment. Please see section 31 (Returns procedure) for the returns procedure.

30. Purchasing equipment and additional software from us

The customer may be able to purchase additional equipment and software from us to use with the Digitech Broadband Service. If the customer wishes to do this, they should contact our Customer Services. If the customer purchases any additional equipment and/or software from us, section 10 (What rights and remedies will the customer have against us?) will apply. The customer may also have to agree to separate terms and conditions with the manufacturer of the equipment.

31. Returns procedure

The customer must comply with the instructions we give the customer when returning Equipment. If the customer is in any doubt about what to do, the customer should contact our Customer Services on support@digitechsolutions.com.

We will send the customer pre-paid label for the customer to return Equipment. If the customer does not return all of the Equipment that we have asked for in that packaging, we reserve the right to charge the cost of returning additional equipment and any other cost the customer must pay the cost of returning the additional Equipment to us.

We reserve the right to charge the customer for any Equipment that is not returned or for any damage not caused by normal wear and tear. In particular, if we send the customer replacement Equipment free of charge, the customer must pay the full price of that Equipment if the customer does not return the faulty Equipment to us within 30 days of our request. We may deduct all or part of that cost from any advance payments the customer has made or add the costs to a future bill.

32. The customer’s rights to cancel

32.1  Before the Service starts

The customer may cancel Digitech PhoneSolutions with Broadband and obtain a full refund of any money the customer has paid by contacting our Customer Services any time until the Service starts (or, if Digitech PhoneSolutions starts before Digitech Broadband, at any time until the earlier of them starts). By “starts”, we mean the phone line becoming active so that the customer can make and receive phone calls, and the customer broadband connection becoming active to allow the customer to access the internet. However, please note that if the customer contacts us to cancel Digitech PhoneSolutions with Broadband at any time after 4pm on the Working Day before the Service is due to start, we may be unable to stop the customer’s phone and/or broadband services transferring to Digitech PhoneSolutions with Broadband. This is for technical reasons relating to the disconnection and reconnection of the customer’s telephone line and broadband. In these circumstances, it is up to the customer to arrange an alternative supplier and the customer accepts that if the customer cancels in these circumstances the customer may be without a working telephone line and/or broadband service until such time as another supplier can commence supply. The customer will also have to pay for any New Line Provision the customer has received, in accordance with Section 38 (New Line Provision – The customer’s rights to cancel).

If the customer cancels in this way, we will endower to refund any Charges the customer has paid in advance relating to Digitech PhoneSolutions with Broadband except for any costs relating to any New Line Provision charges to recover under Part 4 (New Line Provision).

32.2  After the Service starts

The customer may cancel Digitech PhoneSolutions with Broadband at any time up to 14 calendar days from the day after the customer’s Order Form is completed, or where the customer has a right to cancel Digitech PhoneSolutions with Broadband under section 32.3 (The customer’s rights to cancel – Where we make changes disadvantageous to the customer) of these Terms and Conditions. If the customer cancels in this way, the customer will still have to pay for any calls the customer has made and call features the customer has selected and received. We will refund Charges relating to Digitech PhoneSolutions with Broadband that the customer has paid in advance for the period after the customer’s chosen cancellation date provided the customer has given the required notice We reserved the right to cancel Digitech PhoneSolutions with Broadband within the Minimum Term (except during the Cooling Off Period or as provided by section 32.3) unless the customer pays us the early termination fee as set out in the Price List. If we have supplied New Line Provision within six months before the date of cancellation, we reserve the right to charge the customer a cancellation fee in respect of the New Line Provision as set out at section 38 (The customer’s rights to cancel).

After the Minimum Term has expired the customer may cancel Digitech PhoneSolutions with Broadband at any time after by telling our Customer Services at least 15 days in advance. If the customer does this, we will refund Charges relating to Digitech PhoneSolutions with Broadband which the customer has paid in advance for the period after the end of that 15-day period.

32.3  Where we make changes disadvantageous to the customer

If we inform the customer that we are going to change the Digitech PhoneSolutions with Broadband Service, the Digitech PhoneSolutions with Broadband Charges, the terms of Part 1 (General) or Part 3 (Digitech PhoneSolutions with Broadband) of these Terms and Conditions or the Fair Use Policy in a way which causes the customer significant disadvantage then the customer may cancel Digitech PhoneSolutions with Broadband by contacting our Customer Servicessupport@digitechsolutions.com.

If the customer cancels in this way, we endower refund Charges relating to Digitech PhoneSolutions with Broadband that the customer has paid in advance for the period starting 30 days after we inform the customer that we are going to change the Digitech PhoneSolutions with Broadband Service, the Digitech PhoneSolutions with Broadband Charges, Part 1 (General) or Part 3 (Digitech PhoneSolutions with Broadband) of these Terms and Conditions or the Fair Use Policy.

32.4  The customer’s responsibility to arrange transfer

If the customer cancels Digitech PhoneSolutions with Broadband, the customer is responsible for transferring to another phone and broadband provider(s).

33. Disposal of electronic equipment

Electronic equipment contains harmful materials which must be disposed of in a safe and environmentally friendly manner. The customer will at the time of purchase receive a leaflet with further details on how the customer can help us to do this, including procedures for collection and disposal of any such equipment. If the customer has any questions relating to disposal of the equipment, they should contact our Customer Services.

34. Call barring

We reserve the right to bar the customer’s calls if:

  • the customer fails to pay any bill promptly after we have sent the customer a reminder;
  • there is (or we suspect there is) an unusual amount of activity by the customer via indirect access (by which the customer may have access to another service operator’s network, for example by using “IA” access codes);
  • the number of calls from the customer’s line or the destination of calls changes significantly;
  • the customer breaks the terms of this Agreement;
  • the customer goes over any limit that we put on the amount of call Charges the customer can run up; or
  • We reasonably think it is necessary, for example, where there is high usage on an account.

We will inform the customer as soon as we reasonably can.

If the customer’s use of the Service is affected by call barring, the customer may ask us to change this by contacting our Customer Services. We reserve the right to refuse. whether or not to remove call barring. If we do decide to remove call barring, we may need the customer to make an additional payment.

35. Emergency Calls

The Digitech PhoneSolutions Service allows calls to be made to the 999 and 112 emergency services numbers and provides information concerning the location from which a call to the emergency organizations has been made.

The customer will still be able to make calls to emergency services if we have barred the customer’s calls.

The customer will not be able to make calls to emergency services if the customer’s telephone line is unavailable (for example because the telephone network is interrupted by a flood, storm or similar event), or if Digitech PhoneSolutions with Broadband is cancelled and the customer does not arrange for a replacement provider.

PART 4 – NEW LINE PROVISION

36. New Line Provision

In certain cases, we reserve the right to reactivate a stopped line or install a new telephone line for the customer to receive Digitech PhoneSolutions or Digitech PhoneSolutions with Broadband. We call this “New Line Provision”. If a New Line Provision is required, we endower be able to reactivate the previous number but we cannot guarantee this.

If the customer needs New Line Provision we will inform the customer the Charges that will apply beforehand, and ask the customer whether or not the customer wants us to proceed. If we do proceed with New Line Provision, the customer must pay the Charges described in section 37 (New Line Provision Charges and billing). The Charges for New Line Provision only include one telephone socket.

We may need to call out an engineer to visit the customer to carry out the New Line Provision. If so, we aim to offer the customer an appointment within five days of the customer’s order, though we cannot guarantee this. If an engineer is required, the customer must ensure the customer is there at the time agreed with our Customer Services and allow the engineer to enter the property. If the customer is not there at the agreed date, we reserve the right to charge the customer a call-out fee. We will endower use reasonable efforts to ensure that the engineer’s appointment is on the customer’s preferred date, although we cannot guarantee this. If an engineer is unable to keep an appointment, we will try to tell the customer as soon as possible. If the customer needs the consent of the customer’s landlord or anyone else for our engineer to enter the customer’s property and to install the new line, it is the customer’s responsibility to obtain this. By allowing our engineer to enter the customer’s property, the customer promises that the customer has obtained any consent needed.

In some cases, we may not be able to do New Line Provision at the customer’s property. If that is the case, we will refund any advance payment made for the Service and the New Line Provision except for any call-out fee we are entitled to recover under the paragraph above.

37. New Line Provision Charges and billing

If we carry out a New Line Provision, the customer must pay us the Charges as set out in the Price List. The Charges will vary depending on whether we need to reactivate a stopped line or install a new telephone line.

We may require payment of the Charges for New Line Provision in advance. Alternatively, we reserve the right to add those Charges to the customer’s next bill for the Service.

38. The customer’s rights to cancel

The customer may cancel New Line Provision and obtain a full refund of any money the customer has paid by contacting our Customer Services any time until the Service starts. If the customer cancels Digitech PhoneSolutions or Digitech PhoneSolutions with Broadband at any time after the New Line Provision has started the customer will still have to pay for the New Line Provision.

If the customer cancels Digitech PhoneSolutions within six months of any New Line Provision, we will charge the customer an additional cancellation fee to cover our reasonable costs of the New Line Provision. That cancellation fee is set out in the Price List.

DIGITECH PHONE SOLUTIONS Telephony service terms

What we provide

  1. The service we agree includes:
  1. installation or takeover and rental of a fixed DIGITECHPHONESOLUTIONS telephone line that may be provided using copper or fibre technology depending on where you live;
  2. the facility to make or receive phone calls including the ability to send or receive information from computers using your telephone line;
  1. If the service we provide allows you to make calls over your DIGITECHPHONESOLUTIONS telephone line with another pre-selected call provider, you may not have the option to make calls with DIGITECHPHONESOLUTIONS and have them charged to your DIGITECHPHONESOLUTIONS bill. Depending on how that provider’s service works, or the way in which we provide the telephony service to you, dialling the prefix 1280 before the full telephone number may not result in that call being chargeable by DIGITECHPHONESOLUTIONS. 1280 calls may instead be chargeable by your pre-selected call provider, at their current rates. If any 1280 call does result in the call being chargeable by DIGITECHPHONESOLUTIONS you agree to pay any charges that we may raise for such calls.

When the service starts

  1. We will agree a date with you for installation or takeover of your telephone line. If you cancel any appointment for the installation of your service after 12.00pm on the day before we agree to install your telephone line, you may be liable to pay a missed appointment charge. Except where we replace your old telephone service with a new service provided by fibre technology, we will begin the service once any work we need to do is completed on that date (service start date). The service start date where we replace your old telephone service with a new service provided by fibre technology, will be from when we tell you to switch from the old service to the new service after the DIGITECHPHONESOLUTIONS engineer has left your premises. We will send you instructions on how and when to switch the service over after the installation. The minimum period for a line is 12 months. The minimum periods for calling plans vary between 1 and 18 months. To qualify for certain offers or deals, you may need to take a calling plan for a minimum period of between 12 and 18 months.
  2. If you ask us to change your calling plan or you take any other feature or service with your existing telephone line, we can usually do this straight away. If not, we will tell you when the change will take place.

Cancelling Your Agreement

  1. Except as stated in paragraph 4 above, you may cancel your agreement for the service without charge by contacting us at any time up until the service start date. You have certain rights to cancel after we have started to provide the service. These rights are detailed in paragraphs 10 – 15 of the Residential Standard Terms.

Quality of service

  1. We aim to provide a continuous, high-quality service.
  2. If something goes wrong, we will work on any problem that is reported to us in line with the level of repair service that you have chosen. Not all levels of repair service may be available with your service. We offer a guarantee if we delay the installation or repair of your telephone line. See the section “Our responsibility to you” below for more details.
  3. Depending on the technology we use to provide the service, the main repair services that may be available are:

Our engineers will only carry out work during the relevant operating hours for the repair service you have chosen.

Using the service

  1. If you use any inclusive Calling Plan in a different way to how it should be used (for example, you use a Calling Plan for telemarketing), we may suspend or end the service immediately.

Our responsibility to you

  1. We guarantee:
  1. to provide the service by the date we agree with you;
  2. to repair a service failure in line with the repair service you have chosen, with Standardcare this means by midnight on the fourth weekday (not including public and bank holidays) after the day you report the fault to us unless a specific appointment date is agreed. We will treat a fault reported after 9pm on a weekday, or anytime at weekends or on public or bank holidays, as if you reported the fault at 8am on the next weekday after the day you reported the fault to us.
  3. not to disconnect the service by mistake; and
  4. to keep any appointment, we make with you under this agreement.

By service failure, we mean the continuous total loss of the facility to make or receive a phone call, or of any other facility we provide to you, due to a fault in any part of DIGITECHPHONESOLUTIONS’s network up to and including the main telephone socket for your property.

11.The guarantee does not apply if:

  1. someone other than DIGITECHPHONESOLUTIONS has caused the fault;
  2. we ask to come onto your property and you do not allow us to; or
  3. we reasonably ask for other help and you do not give it.

Call diversion

  1. If we are late supplying or repairing your service and you request call diversion, we will divert your incoming calls to another fixed line or mobile phone number that you choose. Once we have provided the service or repaired the service failure, we will cancel your call diversion.

The number you choose must be a UK number, but there are some numbers which we will not divert your calls to (for example, 0800 and 0870 numbers).

If we divert your calls to a mobile number, the person calling you will not have to pay any extra costs for making that call.

Changing your DIGITECHPHONESOLUTIONS service

Changes we may make

  1. Occasionally, we may have to interrupt the service. If we do so, we will restore it as quickly as we can. We may also from time to time need to change your area code or phone number, or access numbers.

Changes you can make

  1. You can add Friends & Family International to an existing calling plan at any time (additional rental charge may apply).
  2. If you take a calling plan as part of a special offer or deal, then during minimum period, you cannot downgrade to a lower level calling plan. Once the minimum period for your chosen offer or deal has ended, you may downgrade to a lower level calling plan without penalty.
  3. If, at any time, you take a calling plan as part of a promotion, you must begin a new contract with a new minimum period for that calling plan.
  4. If you move or change addresses and want us to provide you with telephone service at your new address, you must begin a new contract with a 12-month minimum period for the new telephone line. If you paid for 12 months line rental in advance at your old address, you can carry over any unused rental period to your new address. If you have not reached the end of the minimum period for your existing calling plan contract when you move, you can carry the remainder of that contract over to your new address, but you may only upgrade or downgrade your calling plan as set out in paragraphs 24 to 26 above.

Ending the Service

  1. If you have any additional DIGITECHPHONESOLUTIONS services that rely on your telephone line they will also end when you end your agreement for telephone service.

Data Policy

DIGITECH PHONE SOLUTIONS will automatically OPT you OUT of mailing and/or promotional campaigns and will not share your data UNLESS you contact customer support at support@digitechsolutions.com

Date last updated: May 2018