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Terms - Residential Broadband, TV and Fixed Line

Residential Broadband, TV and Fixed Line

Terms and Conditions

These terms and conditions may change from time to time. Consumer Terms and Conditions also apply.

  1. About
  2. Term
  3. Service availability
  4. Broadband Services
  5. Ultra Fast Broadband (Fibre) customers
  6. Fixed Line
  7. Directory listing
  8. Installation
  9. Equipment and maintenance
  10. Changing address
  11. TV Services
  12. Definitions

1. About:
1.1 If you sign up for any Home Service with us, these terms and conditions will apply in addition to the Consumer Terms and Conditions. Other terms and conditions may also apply to the Home Services you choose, including Plan and offer terms and conditions.  

2. Term:
2.1 Fixed Term:  If you have signed up for a fixed contract term, you agree to receive the Home Service(s) for at least the length of that fixed period. After the fixed period, we will provide the Home Service(s) to you on a month by month basis until they are cancelled in accordance with this Agreement.  You agree to pay an early termination charge or transfer fee if you terminate Home Service(s), change to another Plan, or sign up for a new fixed term on your current Plan before the end of the fixed term you have agreed with us. Your fixed contract term will start from the date your Home Service is connected or otherwise made available to you.    
2.2 Open Term: If you have not signed up for a fixed contract term, we will provide the Home Services to you on a month by month basis until they are cancelled in accordance with this Agreement.

3. Service availability:
3.1 Not all Home Services are available to all customers in all areas.
3.2 Sometimes we may need to temporarily suspend a Home Service so that we or our suppliers (including a LFC) can carry out maintenance and development work on the Network. We will always try to minimise any disruption to you (except in an emergency where this may not be practicable).
3.3 Some Home Services require power to operate and will not work during a power failure. If you cannot use the Home Services, you will not be able to make any telephone calls including to Emergency 111 services.  You may also need to make alternative arrangements if you have a monitored alarm or other legacy device (e.g. a facsimile machine, analogue EFTPOS machine, etc).

4. Broadband Services:
4.1 Our control of data speeds is limited to our own Network.
4.2 Our policy is to provide you with the best broadband experience possible, so we won’t slow down or throttle your connection. However, in some circumstances (such as in the unlikely event of a network attack) we may be required to take reasonable action to protect our customers and effectively manage our network.
4.3 The statements made about the Broadband speed are not guarantees about continuous speed.  Where a download or upload speed is specified, the Broadband Services are capable of burstable speeds up to the speed stated.
4.4 Where a download or upload speed is described as “maximum”, you will receive the highest speed your Broadband connection can deliver. The actual speed your Broadband connection can achieve may depend on a number of things including the condition of your line, the distance from the exchange, the equipment you use (including your computer), the time of day you are connecting, and the Internet use by others connected to the Network at the same time as you.
4.5 All traffic, both upload and download, will be counted toward your data usage.
4.6 We are free to choose how we provide a Home Service and the technology used to provide it.
4.7 Unlimited Broadband Data is to be used for standard residential use only and is not to be used for commercial types of activity or purposes. Non-residential, commercial purposes will include (but is not limited to) selling bandwidth to third parties or running an Internet Service Provider.

5. Ultra Fast Broadband (Fibre) customers:
5.1 If you are not the property owner, you will be required to confirm that you have obtained your landlord’s consent to all works required by the LFC to provide the Broadband Services being undertaken at the property.
5.2 You agree to be bound by your LFC’s end user terms as their network is used to provide the Broadband Services to you.  The current LFC End User Terms can be found at:

6. Fixed Line:
6.1 Where a call is not a local call, there is a one minute minimum charge for home phone calls.  All calls are rounded up and charged by the minute (e.g. if your call was for 1 minute and 40 second, you will be charged for 2 minutes).
6.2 If you call a 0900 or special number you will be charged the rate as published by the telecommunications service provider of that phone number, plus for special numbers, your normal calling rate.
6.3 Each call is charged at the rate which is applicable when the call starts.

7. Directory listing:
7.1 If you have a home phone service with us, we will give you an opportunity to tell us whether you want your personal information included in any telephone or similar directory or directory enquiry service provided or operated by us or by a third party.
7.2 Unless you tell us that you do not want to be listed in the white/yellow pages and/or for directory assistance, your name(s), telephone number(s) and address details will be given to the directory assistance service provider for listing at your cost.
7.3 Any arrangement you make to be listed will be a matter between you and that directory assistance service provider. 
7.4 Even if you elect not to be listed, your number may still be displayed to emergency service providers and to us.

8. Installation:
8.1 You agree to provide us with all information, assistance and consents reasonably requested to enable us, our contractors or suppliers (including a LFC) to obtain authorisations, licences or consents that may be required to provide Home Services to you and to install Our Equipment at your premises.
8.2 We will arrange a time with you to install the Home Services at your premises.  If you live in rented premises, then it is your responsibility to get your landlord’s consent to the installation of the Home Services.
8.3 If we visit your home at the time agreed and we are not able to gain entry, we may charge you for that visit.
8.4 If you are not going to be home on the day scheduled for the installation, you may nominate someone else to meet us.  The nominated person must be at least 18 years of age and must be able to make decisions about the installation on your behalf.
8.5 Unless we agree otherwise, you will be required to pay any installation costs for the Home Services. Where possible, we will tell you in advance what the installation costs will be (if any). For a copy of our current routine installation guidelines please contact Customer Services.
8.6 We may choose not to connect Home Services to your premises for any reason, including where we reasonably consider it uneconomic or unsafe to do so.  We may exercise this right at any time, even after we have accepted your application for Home Services.

9. Equipment and maintenance

9.1 If you have purchased or received a modem or other hardware as part of your Home Services, ownership will transfer to you on payment or connection. You agree we can provide you with enhancements or new capabilities for any modem or hardware used for services supplied by us.

9.2 You are responsible for any phone sockets and wiring maintenance in the premises where the Home Services are provided. We will ask you if you require our optional internal wiring maintenance service. If you notify us about a fault and we arrange for someone to visit your premises, you may be charged a fee for this if we find there is no fault, or the fault was caused by your wiring, equipment or hardware set up.

9.3 You understand and agree that only Vodafone approved representatives may work on the Equipment. If Equipment on your property is attached to a structure, and you need the Equipment to be moved so that you can conduct work on the structure, you must contact Vodafone to arrange for the Equipment to be moved and re-installed and you will be required to pay any associated costs.

9.4 We (or our suppliers) will remain the owner of any Equipment unless we agree otherwise in writing.  You agree that you do not have any rights, title or interest in the Equipment and that we or our suppliers may remove the Equipment at any time.

10. Changing Address:
10.1 If you move premises then you will need to stop the Home Services that we are providing to you at your old address.  You must give us at least one month’s notice before you move, otherwise you will still be responsible for paying for the Home Service that we provide to your old address.
10.2 Depending on where you move to, we may or may not be able to provide you with the same Home Service (and an early termination charge may apply).

11. TV Services:
11.1 Vodafone TV is only available with a cable or fibre Broadband Plan.  SKY with Vodafone is only available with an ADSL Broadband (standard) or VDSL Broadband Plan.
11.2 If you have Vodafone TV, this clause 11 will apply to you. You can either select Vodafone TV with Freeview or Vodafone TV with SKY.
11.3 If you have Vodafone TV with SKY, or SKY TV with Vodafone, the SKY with Vodafone terms and conditions will apply (in the case of Vodafone TV with SKY, they will only apply to the extent they do not conflict with anything in this clause 11). The SKY with Vodafone terms and conditions reflect SKY’s standard customer terms and conditions.

Set Top Box

11.4 Vodafone TV requires either a standard definition or high definition Set Top Box.
11.5 We remain the owner of the Set Top Box.
11.6 We are not responsible for the loss of any recorded content stored on the Set Top Box.
11.7 You must not move the Set Top Box from the premises where we install it, without our prior consent.


11.8 From time to time we may need to vary the channels, programmes and scheduling of programmes which form part of the Vodafone TV Service where our third party suppliers make changes to the content they provide to us. If we vary the channels, programmes and scheduling of programmes for any other reason, and we reasonably consider the variation will have a material detrimental effect on you (or you show us that the variation is material to you) you will have the right to terminate the Vodafone TV Service within three months without any early termination charge.
11.9 We and/or third parties may offer you, via the Set Top Box or other means pay-per-view programming (including pay-per-view movies and events) or additional products or services which may incur additional fees charged by us or a third party.
11.10 We may determine in our own discretion what pay-per-view movies and events are made available and the relevant viewing period for each movie or event.  Pay-per-view events are only available on the high definition Set Top Box (not the standard definition Set Top Box).
11.11 If you are any member of your household accepts any such offer, or the offer is accepted electronically via your Set Top Box, then you will abide by any additional terms that apply to, and pay the additional Charges to us or to the applicable third party for, the programming, products or services that have been accepted.

Authorisation and consents

11.12 You must ensure that your username, password and/or PIN are kept secure and secret and they are only disclosed to authorised members of your household.  You are responsible for any action or omission by any person using your account and the TV Services (including all Charges incurred by such persons) and must ensure that they comply with this Agreement.

Using the Service

11.13 Only you or authorised members of your household may use the Vodafone TV Service. You must not use the Vodafone TV Service in breach of this Agreement or in a way that results in you, us, or any other person affected by your actions, breaching any law (including by infringing any person's copyright or other intellectual property in any movie or event or the Vodafone TV Service). You must not use the Vodafone TV Service in a way which we reasonably believe is illegal, likely to be found illegal or likely to cause damage to our reputation or to breach our obligations with our third party suppliers.
11.14 You accept full responsibility for reviewing the classification information displayed for the movies, events, or any other content and will ensure the content is suitable for all viewers (in particular, children under 18 years of age) and take appropriate action where necessary to safeguard any viewers. If any person uses your PIN to access or unblock any restricted service then you are fully responsible for who views that service.
11.15 You must not display or make the Vodafone TV Service available to the public or in a public space or re-supply or re-transmit the movie, event, or any other content to another person. You are granted a non-exclusive, non-transferable, limited license to view the Vodafone TV Service within your premises for your personal, non-commercial viewing during the relevant viewing period.  No right, title or interest is deemed transferred to you.  You must not circumvent, remove, alter, deactivate or degrade any of the content protections in the licensed Vodafone TV Service, authorised servers, security solution or Set Top Box and any material violation of the limited license or anti-circumvention provisions may result in termination of your use of the Vodafone TV Service.  You must not and have no right to install or implement personal video recorder software or hardware that allows recording, copying or playback of any movie, event, or any other content.

  1. Definitions:  The following definitions apply in addition to those set out in the Consumer Terms and Conditions:
  • Equipment -  any equipment and lines installed on your property for the provision of the Home Service(s).
  • Home Service(s) - the Broadband, TV Services and/or Home Phone services, and the related products and services that we or our agents provide to you.
  • LFC – your local fibre company (which will depend on which area you live in).
  • Set Top Box – our set top box which is used to provide the Vodafone TV Services to you.
  • SKY – SKY Network Television Limited and its successors and assigns.
  • TV Services – means both the Vodafone TV Service (Freeview and SKY) and the SKY TV with Vodafone Service.


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