Guide to Charges and Fees for Residential Customers

Transcription

1 Guide to Charges and Fees for Residential Customers from 25 October 2017 Prices quoted inclusive of VAT unless otherwise stated 1

2 Table of Contents Introduction 2 Going Hyperoptic 2 Installation & Activation Fees 2 Package Prices 3 Cancellation & Termination Fees 4 Miscellaneous Fees 4 Phone Pricing 4 Getting Hyperoptic Phone 4 Phone and Call Plans 5 Other Call Plans 5 Call Charging 5 UK Call Charges 6 International charges 9 Our Contact Details You can contact us via any of the following methods: Tel: (24 hours) support@hyperoptic.com (available Monday to Friday, 09:00-18:00) If you prefer to write to us, our address is: Customer Support Hythe House 200 Shepherds Bush Road London W6 7NL Prices quoted inclusive of VAT unless otherwise stated 1

3 Introduction Our Guide to Charges and Fees for Residential Customers is designed so that you can quickly view and understand our packages and pricing. It is not a replacement for our Terms of Service or our Code of Practice. The Terms of Service that you agreed at the time of your order, or were further communicated to you, is the contract between Hyperoptic and you. You can always view the latest version of this document at If you d like further information or answers to any questions you may have regarding our products and pricing, please contact our Customer Support on support@hyperoptic.com. Installation & Activation Fees The following table outlines our Installation and Activation Fees including cancellation of Installation or Connection Services. Standard Installation Fee (Hyperoptic Socket only) Additional Installation Extension Services Bespoke Installation Services (Subject to survey, price will be advised by engineer) POA Activation Charge 40 (Hyperoptic socket required) Going Hyperoptic Hyperoptic is available to residents of buildings where we have installed our network. We provide our Service over our own installed network and you will therefore access the network using a Hyperoptic Socket installed in your premises. We accept orders prior to the completion of building installation (Pre-Orders) as well as after the completion of the building installation phase. During the Pre-Order period, orders placed will be scheduled for a Hyperoptic Socket installation during the building installation phase and the Order will progress automatically when the building goes live. During the building installation phase, residents can pre-order our Broadband and Phone Services (including Hyperoptic Socket installation) or a Hyperoptic Socket only installation. After the building installation phase, Orders for Broadband and Phone Services for premises where no Hyperoptic Socket is installed, or for Hyperoptic Socket only installation, will require an engineer visit and will incur a full installation fee which will be higher than if completed during the building installation phase. The prices set out in this Guide are our normal charges, but your Order is subject to survey and any contractual agreement between your building and Hyperoptic. Any building specific pricing will be communicated to you as part of the online order process when you provide your address. Any survey related charges would be communicated during the processing of your Order and should there be additional charges you will be given an opportunity to cancel your Order prior to incurring any charges. Once Installation services are scheduled, the Installation Fee is non-refundable, even if you choose to cancel the installation itself. Activation charges are refundable if the Order cancellation is received prior to your HyperHub delivery or if your HyperHub is returned unopened and unused within fourteen (14) days of your Order. If your HyperHub has been used then our normal Service Termination Fee applies. If Broadband or Phone Services are ordered into premises with a pre-existing Hyperoptic Socket then, providing service is available in the building, provisioning can be done within 24 hours and no installation fees will be charged. To use our Phone Service with your existing phone, you will need our HyperHub which will be dispatched as soon as your Order is accepted. Prices quoted inclusive of VAT unless otherwise stated 2

4 Package prices Our pricing varies on whether you take our Broadband & Phone, or Broadband Only service, as well as the length of your contract. The pricing on this page is our standard pricing and excludes promotions or building-specific offers. All packages offer unlimited data. Standard 12 month contract prices No Contract Prices Broadband & Phone price Broadband & Phone price 30Mb Fibre Broadband & Phone 30Mb download 1Mb upload Mb Fibre Broadband & Phone 30Mb download 1Mb upload Mb Fibre Broadband & Phone 150Mb download 150Mb upload Mb Fibre Broadband & Phone 150Mb download 150Mb upload Gb Fibre Broadband & Phone 1Gb download 1Gb upload Gb Fibre Broadband & Phone 1Gb download 1Gb upload Broadband Only price Broadband Only price Fibre Light Broadband Only (Available at selected locations only) 5Mb download 1Mb upload 30Mb Fibre Broadband Only 30Mb download 1Mb upload 150Mb Fibre Broadband Only 150Mb download 150Mb upload Mb Fibre Broadband Only 30Mb download 1Mb upload 150Mb Fibre Broadband Only 150Mb download 150Mb upload 1Gb Fibre Broadband Only 1Gb download 1Gb upload Gb Fibre Broadband Only 1Gb download 1Gb upload Prices quoted inclusive of VAT unless otherwise stated 3

5 Cancellation & Termination Fees Should you need to cancel your Order or terminate your service, you will need to provide us with at least 30 days notice. The following Fees may apply depending on the timing of your action relative to the confirmation of your Order and start of your Service: Miscellaneous Fees The miscellaneous fees listed here will only apply in specific circumstances. Miscellaneous Fees Hyperoptic Socket only Order Cancellation Once Installation is confirmed and scheduled, the Standard Installation fee will apply. If you cancel prior to receiving a confirmed date, there will be no charge. Re-activation Fee Replacement items Fee Static IP One-off Charge of 10 for reactivation if your account has been terminated or suspended. 70 for a new HyperHub to replace an out of warranty or damaged Hyper-Hub. Static IP addresses are available, charged at 5 per month Broadband or Phone Service Service Termination Fee Broadband only: Within your contract period 20 per remaining month of your contract period. Phone and Broadband: Within your contract period 25 per remaining month of your contract period. No Contract packages: No Service Termination Fee. Phone pricing Getting Hyperoptic Phone A Hyperoptic Phone is available when you take one of our Broadband packages. If you d like to add the Phone Service to an existing broadband only package please contact our Customer Support who can help you make the change to your package. Our Phone Service is provided as a Voice over broadband product and as such will not be operative in the rare case of a network or power outage. While we do supply access to 999 and 112, you will need to either retain your current copper line or rely on your mobile in the case of a network or power outage. There is no additional Installation or Connection Charge for using our Phone Service. There is a Rental Charge and we have a variety of call packages. Our rates and Call Charges are outlined in the following sections. Prices quoted inclusive of VAT unless otherwise stated 4

6 Phone and Call Plans Prices Unless you are taking our Phone Service as part of a package (see p.3), our standard Rental Charge for this service is 16.00/month. This includes free evening and weekend UK landline calls. We use the following time/day definitions in defining our call plans: Days Time Daytime Mon to Fri 07:00 19:00 Evening Mon to Fri Before 07:00 After 19:00 Weekend Sat & Sun All day Calls included free or at discount in any of our call plans apply to the first 60 minutes only. After 60 minutes, calls will be subject to a connection fee and our normal call rates. UK landline calls are calls to numbers beginning with 01, 02, 03, 0845, or Other Call Plans Call Charging Set up Fee Any chargeable call is subject to a 0.10 per call Set up Fee. For the avoidance of doubt, the set-up will be charged for: Daytime UK landline calls for customers not on the Anytime UK Plan Anytime UK landline calls for calls over 60 minutes UK mobile numbers Calls to other UK numbers International calls Access Charge Numbers to 08, 09 and 118 are made up of two parts. The access charge and the service charge. The Access Charge is the part that we will charge you, per minute for connecting the call. The access charge from Hyperoptic is 0.10 per minute. The Service Charge is the rest of the call charge. The organisation you are calling decides on what this service charge will be and must inform you. Anytime UK Plan International Plan Definition Free daytime UK landline calls Offers discounted calls to 50 destinations any time of day. Price per month per month Duration rounding All UK calls will be rounded up to a whole penny. VAT will also be rounded up to a whole penny. All International calls will be rounded up to the next whole minute. Prices quoted inclusive of VAT unless otherwise stated 5

7 UK Call Charges Calls to the following numbers will be charged per minute, and a connection fee of 0.10 per call will apply. All charges are in pence per minute. UK landline and mobile UK landline calls 7 UK mobile standard calls 17 Customer Service Hyperoptic Customer Service ( ) National UK Emergency Services (999 & 112) UK Emergency Services hearing-impaired (018000) UK Blind & Disabled Directory Enquiries (195) UK Local Special Services (0845)* UK National Special Services (0870)* See Service Charges page 7 & 8 See Service Charges page 7 & 8 UK National Geographic 7 UK National Non Geographic *Call to numbers starting with 0870 & 0845 is free for calls under 60 minutes from Hyperoptic phone during Evenings and Weekend. Standard charges and Access Charge of 0.10 per minute will apply at all other times. 7 UK BT Fusion 17 UK Cable and Wireless UK Hutchison 3G 17 UK Opal 17 UK Orange 17 UK T 17 UK EE 17 UK Virtual 1 17 UK Virtual 2 17 UK Vodafone 17 UK Other 26 UK Voice and Data (all) Guernsey 26 Jersey 26 UK shortcode (all) 7 Other UK BT One (1146) 7 UK Pagers & Voice Messaging 17 UK Messaging Services C 10 Gamma Access 7 UK Freephone (0500) 0 UK Information Services 26 UK Timeline 50 UK National Operator 95 UK International Operator (155) 178 Prices quoted inclusive of VAT unless otherwise stated 6

8 Personal Number UK Personal Numbering D 17 UK Personal Numbering E 17 UK Personal Numbering F 34 UK Personal Numbering J 34 UK Personal Numbering K 50 UK Personal Numbering pn1 34 UK Personal Numbering pn2 75 UK Personal Numbering pn3 70 UK Personal Numbering pn4 40 UK Personal Numbering pn5 48 UK Personal Numbering pn6 34 UK Personal Numbering pn7 60 UK Personal Numbering pn8 30 UK Personal Numbering pn9 35 UK Personal Numbering pn10 50 UK Personal Numbering pn11 56 UK Personal Numbering pn12 50 UK Personal Numbering pn13 60 UK Personal Numbering pn14 60 UK Personal Numbering pn15 34 UK Personal Numbering pn16 34 UK Personal Numbering pn17 34 UK Personal Numbering pn18 34 UK Personal Numbering pn UK Personal Numbering pn20 35 UK Personal Numbering pn21 60 UK Personal Numbering pn22 17 Wi Fi Services UK Wi Fi Services 1 17 UK Wi Fi Services 2 17 UK Wi Fi Services 3 17 UK Wi Fi Services 4 17 UK Wi Fi Services 5 17 UK Wi Fi Services 6 17 UK Wi Fi Services 7 17 UK Wi Fi Services 8 17 UK Wi Fi Services 9 17 UK Wi Fi Services UK Wi Fi Services Fixed Fee UK Fixed Fee 3 25 UK Fixed Fee 8 80 UK Fixed Fee UK Fixed Fee UK Fixed Fee Calls to Service Numbers (numbers starting 084, 087, 09 and 118) Service Numbers are charged in two parts, the Access Charge of 0.10 per minute from Hyperoptic, plus the Service Charge set by the company you call. Connection fee of 0.10 per call also applies. Service Charges Pence per call SC001 0 SC002 1 SC003 2 SC004 3 SC005 4 SC006 5 SC007 6 SC008 7 SC009 8 SC010 9 SC SC SC SC Prices quoted inclusive of VAT unless otherwise stated 7

9 Service Charges Pence per call SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC046 5 SC Service Charges Pence per call SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC * SC * SC * SC * SC * SC * SC * SC * SC * SC * SC * Prices quoted inclusive of VAT unless otherwise stated 8

10 International charges Our rates for dialing international destinations are in the following tables. The tables include both our standard rates and our rates for our International Call Plan (see p.5). If you have a question as to how a particular number will be billed, you can contact our Customer Support. Austria Austria Austria Other Azerbaijan Azerbaijan A Standard Rate Call Plan Afghanistan Albania Albania Albania OLO Algeria Algeria American Samoa Andorra 8 4 Andorra Angola Angola Anguilla Anguilla Antarctic Antigua & Barbuda Antigua & Barbuda Argentina Argentina Armenia Armenia Aruba Aruba Ascension Island Australia Australia Australia Special Services 8 4 B Standard Rate Call Plan Bahrain Bangladesh Bangladesh Barbados Barbados Belarus Belarus Belgium Belgium Belgium Mobistar Belgium Proximus Belgium Special Service Belize Belize Benin Benin Bermuda Bhutan Bolivia Bolivia Equal Access Bolivia Bosnia Herzegovina Bosnia Herzegovina Prices quoted inclusive of VAT unless otherwise stated 9

11 Botswana Botswana Brazil Brazil Brazil Rio De Janeiro British Virgin Islands Brunei Brunei Bulgaria Bulgaria Burkina Faso Burkina Faso Burundi C Standard Rate Call Plan Cambodia Cambodia Cameroon Cameroon Canada Canada Directory Enquiries Canada Northwestel Cape Verde Islands Cape Verde Cayman Islands Cayman Islands Central African Republic Central African Republic Special Chad Chad Chile Chile Chile Rural Chile Santiago 6.4 Chile Special Services China China Colombia Colombia Comores Congo Congo Congo Democratic Republic Congo Democratic Republic Congo Democratic Republic Cook Islands Costa Rica Costa Rica Croatia Croatia 50 Cuba Cyprus Cyprus Czech Republic Czech Republic Prices quoted inclusive of VAT unless otherwise stated 10

12 D Standard Rate Call Plan Denmark Denmark Diego Garcia Djibouti Djibouti Dominica Dominica Dominican Republic Dominican Republic E Standard Rate Call Plan East Timor Ecuador Ecuador Egypt Egypt El Salvador El Salvador Equatorial Guinea Eritrea Estonia Estonia Personal Number Estonia F Standard Rate Call Plan Falkland Islands Faroe Islands 16 8 Faroe Islands G Standard Rate Call Plan Gabon Gabon Gambia Gambia Georgia Georgia Germany 4 2 Germany Germany Personal Numbers Fiji Fiji Finland Finland France France 8 4 France Other (MVNOs) France Special Services French Guyana French Guyana French Polynesia Ghana Ghana Gibraltar 12 6 Gibraltar Greece Greece Greenland Grenada 25.5 Prices quoted inclusive of VAT unless otherwise stated 11

13 Grenada Guadeloupe Guadeloupe Guam Guatemala Guatemala Guinea Guinea Guinea Bissau Guinea Bissau Guyana Guyana H Standard Rate Call Plan Haiti Haiti Honduras Honduras Hong Kong 4 2 Hong Kong 4 2 Hungary Hungary Indonesia Iran 16 8 Iran Iraq Iraq Ireland Ireland 36 Ireland Other Ireland Special Services Israel Israel Israel Palestine Italy Italy Ivory Coast Ivory Coast J Standard Rate Call Plan Jamaica Jamaica Japan 8 4 Japan Jordan Jordan I Standard Rate Call Plan Iceland Iceland India Indonesia Indonesia Major Cities K Standard Rate Call Plan Kazakhstan Kazakhstan Kenya Kenya Prices quoted inclusive of VAT unless otherwise stated 12

14 Kiribati Kuwait Kuwait Kyrgyzstan Kyrgyzstan L Standard Rate Call Plan Laos Latvia Latvia 18 9 Latvia One Latvia Other Lebanon Lebanon Lesotho Lesotho Liberia Liberia Libya Libya Liechtenstein Liechtenstein Liechtenstein Special Services Lithuania 8 4 Lithuania Personal Number Lithuania Luxembourg Luxembourg M Standard Rate Call Plan Macau Macedonia Macedonia Madagascar Madagascar Malawi Malawi Malaysia Malaysia Maldives Mali Mali Malta Malta Marshall Islands Martinique Martinique Mauritania Mauritania Mauritius Mauritius Mayotte Mayotte Mexico Mexico 12 6 Micronesia Moldova Moldova Monaco Monaco Prices quoted inclusive of VAT unless otherwise stated 13

15 Mongolia Mongolia Montenegro Montenegro Montserrat Morocco Morocco Mozambique Mozambique Myanmar Niue North Korea Northern Marianas Norway 8 4 Norway O Standard Rate Call Plan Oman Oman N Standard Rate Call Plan Namibia Namibia Nauru Nepal Nepal Netherlands Netherlands Netherlands Antilles Netherlands Antilles New Caledonia New Zealand New Zealand Nicaragua Nicaragua Niger Niger Nigeria Nigeria Nigeria Special Services P Standard Rate Call Plan Pakistan 8 4 Pakistan 8 4 Palau Palestine Palestine Panama Panama Panama Special Services Papua New Guinea Paraguay Paraguay Peru Peru Peru Rural Philippines Philippines Poland Poland Portugal Portugal 18 9 Puerto Rico Prices quoted inclusive of VAT unless otherwise stated 14

16 Q Standard Rate Call Plan Qatar Qatar R Standard Rate Call Plan Reunion Reunion Romania Romania Russia Russia Major Cities Russia Rwanda Rwanda S Standard Rate Call Plan San Marino San Marino San Marino Premium Sao Tome & Principe Saudi Arabia Saudi Arabia Senegal Senegal Serbia Serbia Seychelles Seychelles Special Services Sierra Leone Sierra Leone Singapore Singapore Slovakia Slovakia Slovenia Slovenia Slovenia Other Solomon Islands Somalia Somalia South Africa 8 South Africa South Korea South Korea 8 4 South Sudan Spain Spain Spain Special Services Sri Lanka Sri Lanka St. Helena St. Kitts & Nevis St. Kitts & Nevis St. Lucia St. Lucia St. Martin St. Pierre & Miquelon St. Pierre & Miquelon St. Vincent & Grenadines Prices quoted inclusive of VAT unless otherwise stated 15

17 St. Vincent & Grenadines Sudan Sudan Suriname Suriname Swaziland Swaziland Sweden Sweden Switzerland 12 6 Switzerland Switzerland Other Switzerland Special Services Syria Syria T Standard Rate Call Plan Taiwan 4 2 Taiwan Tajikistan Tajikistan Tanzania Tanzania Thailand Thailand Togo Tokelau Tonga Trinidad & Tobago Trinidad & Tobago Tunisia Tunisia Turkey Turkey Turkey Other U Standard Rate Call Plan Uganda Uganda Ukraine Ukraine United Arab Emirates United Arab Emirates Uruguay 14 7 Uruguay US Virgin Islands USA 3 1 USA Alaska USA Directory Enquiries USA Hawaii Uzbekistan Uzbekistan Turkey (Cyprus) 10 5 Turkey (Cyprus) mobile Turkmenistan Turks & Caicos Islands Turks & Caicos Islands Tuvalu Prices quoted inclusive of VAT unless otherwise stated 16

18 V Standard Rate Call Plan Vanuatu Vatican City Venezuela Venezuela Vietnam Vietnam W Standard Rate Call Plan Wallis & Futuna Western Samoa Other Standard Rate Call Plan Australia Satellite Emsat Satellite System Inmarsat aero Pence per minute Inmarsat hsd Inmarsat m Inmarsat m Iridium Satellite System Satellite Other Thuraya Y Standard Rate Call Plan Yemen Yemen Z Standard Rate Call Plan Zambia Zambia Zimbabwe Zimbabwe Prices quoted inclusive of VAT unless otherwise stated 17

19 Prices quoted inclusive of VAT unless otherwise stated 18