Home Broadband & Internet Terms

1. About these Product Terms

1.1 These Product Terms apply to Talk4 residential broadband and internet access services, including fixed-line or fixed-wireless products where Talk4 offers them supplied by Talk4 Communications Ltd trading as Talk4 Telecoms (“Talk4”, “we”, “us” or “our”) to an individual acting wholly or mainly outside their trade, business, craft or profession (“you” or “your”).

1.2 Our company number is 06827172. Our registered office is 38 Rothesay Road, Luton, England, LU1 1QZ. Customer support: 03333 445 456; support@talk-4.co.uk; www.talk4.co.uk.

1.3 Talk4 is a reseller/service provider and may use wholesale carriers, mobile network operators, access network operators, infrastructure providers and contractors to deliver the Service. Unless your Contract Information expressly says otherwise, your contract is with Talk4.

1.4 If there is any conflict, mandatory law and Ofcom rules take priority, followed by your Contract Summary and Contract Information, your Order/price plan, these Product Terms, the Consumer General Terms and then other incorporated policies, unless a document expressly states a different lawful order of precedence.

2. Before you enter the Contract

2.1 Before you are bound, we will provide the written Contract Information and Contract Summary required by applicable Ofcom rules. They identify the main characteristics of your Service, price, minimum term, any usage limits, speed/quality information where relevant, termination arrangements and other key terms.

2.2 You must be at least 18 and authorised to order the Service and use the relevant service address, device or account.

2.3 Product availability is subject to technical/network availability and any eligibility requirements shown at the point of sale.

3. Price, Minimum Term and Talk4 fixed-price commitment

3.1 Your monthly recurring charge, one-off charges, allowances and Minimum Term are shown before purchase and in your Contract Summary.

3.2 For a Talk4 12-month or 24-month contract, the core monthly subscription price you agree at the start will not increase during that Minimum Term. There are no scheduled annual, CPI-linked, RPI-linked, inflation-linked or percentage-based increases to that core monthly subscription price during the Minimum Term.

3.3 The fixed-price commitment does not freeze charges that arise because you choose to change the service, buy/remove optional extras, incur out-of-allowance usage, use non-included roaming/international/premium services, or where a tax or government/regulatory charge is lawfully passed through. Any such charge must be disclosed or otherwise lawfully notified.

3.4 30-day rolling services are governed by the price shown for that rolling period. If we propose to change a recurring charge or another contract term, we will provide the notice and penalty-free termination right required by applicable Ofcom rules and consumer law.

3.5 We will not impose a contractual price rise greater than, or different from, any price change expressly stated in your Contract Information without giving any termination right required by law.

4. Service and access technology

4.1 Your Contract Information identifies the access technology and material characteristics of the Service (for example full fibre/FTTP, part-fibre/FTTC, fixed wireless or another technology), along with any telephone service included.

4.2 Availability is subject to address checks, network capacity, surveys, landlord/wayleave permissions, engineering and successful provisioning. We will not treat an availability estimate as guaranteed until confirmed.

5. Speeds and performance

5.1 Before purchase we will provide the broadband speed/quality information required by applicable law and Ofcom rules, including any applicable minimum, normally available, maximum/estimated maximum and advertised speeds or other quality parameters.

5.2 Actual throughput can be affected by the access technology, network congestion, home wiring, router/device capability, Wi-Fi conditions, VPNs, third-party services and the number of devices in use.

5.3 Any contractual minimum guaranteed speed and remedies are stated in the Contract Information. Nothing in these Terms removes statutory remedies for a service not supplied with reasonable care and skill.

6. Installation and activation

6.1 We will provide an estimated activation/installation date. Where an engineer visit is required, you must provide safe, reasonable access and obtain landlord/owner permission where needed.

6.2 If activation is delayed, we will keep you reasonably informed and provide any compensation/remedy required by law, Ofcom rules or an applicable scheme.

7. Router and equipment

7.1 Your Order states whether a router/ONT or other equipment is sold, loaned or rented. Loaned equipment remains ours or our supplier’s property and must be returned after termination if requested using reasonable return arrangements.

7.2 You must not tamper with network termination equipment. You may use compatible customer-owned routers where permitted, but we may require testing using Talk4-supplied equipment during fault diagnosis.

8. Wi-Fi

8.1 Wi-Fi is a local radio connection within your home and is distinct from the broadband access-line speed. Unless a specific Wi-Fi guarantee is included, we do not guarantee wireless coverage in every room or on every device.

9. Traffic management and open internet

9.1 Internet access is subject to applicable UK open-internet/net-neutrality rules. Any traffic-management measures must be transparent, proportionate and lawful. We may apply measures necessary for security, legal compliance or exceptional/temporary congestion as permitted by law.

10. IP addresses and network configuration

10.1 Unless expressly included, IP addresses may be dynamic and/or use carrier-grade NAT. Static/public IPs and specialist inbound connectivity are not guaranteed unless specified in the Contract.

11. Faults and repair

11.1 Report faults promptly. We may ask you to perform reasonable diagnostics. Repair targets are targets unless expressly stated as contractual service levels.

12. Planned maintenance

12.1 We or our network suppliers may perform maintenance. Where reasonably practicable, we will provide advance notice of planned work likely to cause material disruption.

13. One Touch Switch

13.1 Where the regulated One Touch Switch process applies to your residential broadband/landline switch, your new provider can manage the switch. We will comply with applicable rules on switching information, termination and avoiding prohibited post-switch notice charges.

13.2 Any loss of service and compensation arising from a regulated switch will be handled in accordance with applicable Ofcom requirements.

14. Moving home

14.1 Tell us before you move. Service at the new address is subject to availability and may use different technology/speeds. We will explain any new charges or Minimum Term before you agree.

15. Engineer appointments and charges

15.1 Reasonable missed/abortive appointment or customer-caused engineer charges may apply only where the circumstances and amount/method were disclosed and the charge is fair. We will not charge you for engineer work needed solely because of a Talk4/network fault for which you are not responsible.

16. Power and emergency considerations

16.1 Broadband, full-fibre and IP-based services normally require mains power at your premises. During a power cut, broadband and any broadband-dependent voice service may stop unless backup power is available. Any regulated emergency-call arrangements for a bundled voice service will be explained separately.

17. Security and content controls

17.1 You are responsible for securing your Wi-Fi/network and devices. Any content filtering/parental controls are aids only and may not block all harmful or age-restricted material.

18. Changes to your Contract

18.1 We may make changes where reasonably necessary for legal, regulatory, security, technical or operational reasons, or where a change is exclusively to your benefit or has no negative effect on you.

18.2 Where a change is not exclusively to your benefit and applicable Ofcom rules give you a right to leave, we will give at least the required notice, explain the change and its effective date, and tell you how and by when you can terminate without an Early Termination Charge.

18.3 Nothing in this clause permits Talk4 to override the fixed core monthly subscription price commitment for 12- or 24-month contracts during their Minimum Term.

19. Cooling-off rights for distance and off-premises sales

19.1 If you enter the Contract online, by telephone or otherwise at a distance or away from our business premises, you will normally have 14 days from the day after the service contract is made to cancel without giving a reason, subject to statutory exceptions.

19.2 If you expressly ask us to begin the Service during the cancellation period and then cancel, we may charge a proportionate amount for the Service supplied up to cancellation where the law allows. If the Service has been fully performed within the cancellation period at your express request and with the acknowledgement required by law, the statutory cancellation right may end when full performance occurs.

19.3 You can cancel by a clear statement to support@talk-4.co.uk, by telephone on 03333 445 456, or by post to 38 Rothesay Road, Luton, England, LU1 1QZ. You do not have to use a model cancellation form.

19.4 These rights are in addition to rights arising from faulty/misdescribed services, Ofcom rules and the Consumer Rights Act 2015.

20. Suspension and acceptable use

20.1 You must comply with our Acceptable Use Policy. We may take proportionate action, including restriction or suspension, where reasonably necessary for non-payment after appropriate warning, fraud, unlawful use, serious abuse, security/network integrity, emergency maintenance or legal/regulatory requirements.

20.2 Except where immediate action is reasonably necessary, we will give appropriate warning and a reasonable opportunity to resolve the issue. Suspension does not remove statutory rights or our obligation to treat customers in payment difficulty fairly and proportionately.

21. Service quality, faults and compensation

21.1 We will provide the Service with reasonable care and skill. Network services are not fault-free and coverage/availability can be affected by matters outside our reasonable control.

21.2 Report faults promptly. We will investigate and take reasonable steps to restore service. Any compensation, service credit or termination remedy will be provided where required by law, Ofcom rules, your Contract or an applicable compensation scheme to which Talk4 is a participant.

22. Our responsibility to you

22.1 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

22.2 We are responsible for foreseeable loss or damage caused by our breach of Contract or failure to use reasonable care and skill. We are not responsible for losses that were not foreseeable when the Contract was made, or business losses arising from use of a personal Service for business purposes, to the extent permitted by law.

22.3 Nothing in these Terms restricts remedies under the Consumer Rights Act 2015 or other mandatory consumer law.

23. Privacy, communications data and security

23.1 We process personal information in accordance with our Privacy Notice and applicable UK data protection law. Communications/traffic data is handled subject to applicable PECR requirements.

23.2 You are responsible for keeping devices, passwords, SIM/eSIM credentials and account details secure and for telling us promptly about suspected compromise, loss or theft.

24. Complaints and ADR

24.1 Complaints can be made under our Customer Complaints Code using 03333 445 456, support@talk-4.co.uk or the postal address stated above.

24.2 Eligible unresolved complaints may be referred free of charge to Talk4’s Ofcom-approved Alternative Dispute Resolution provider after the applicable regulatory waiting period, currently six weeks from the formal complaint, or earlier if we issue a deadlock letter. The current ADR provider and referral details are stated in our Complaints Code.

25. Ending the Contract and Early Termination Charges

25.1 You may end the Contract using any switching or cancellation method that applies to your Service. After the Minimum Term, no Early Termination Charge applies.

25.2 If you end a fixed Minimum Term early without a statutory or contractual right to leave without charge, an Early Termination Charge may apply. The calculation method and any applicable amount/cap will be disclosed in your Contract Information before you consent to the Contract and will comply with applicable law and Ofcom rules.

25.3 We will not charge an Early Termination Charge where applicable law or Ofcom rules give you a right to leave without one.

26. General

26.1 If part of these Product Terms is found invalid or unenforceable, the remaining provisions continue to apply. A delay in enforcing a right does not waive it.

26.2 These Product Terms are governed by the law applicable to the part of the United Kingdom where you live. You may bring proceedings in the courts available to you under applicable consumer law.