1. About FibreNest and this Code of Practice

FibreNest is regulated by the Office of Communications (“Ofcom”) and as such we adhere to all the relevant obligations as overseen by Ofcom.

This code of practice provides information on how we, FibreNest, intend to provide our service(s), where you can find further information and the support we offer our customers.

How to Contact Us

Phone: Customer Services — 0333 234 2220 (available Monday to Friday, 8am - 8pm and Saturday 9am to 5pm)

Email: support@fibrenest.com

Website: https://www.fibrenest.com/

Postal Address:
FibreNest
PO Box 745
York
YO1 0JF

2. Our Services

We provide high-speed fibre broadband internet access and voice over internet protocol (VoIP) telephony services. You can get information on our current services and charges by visiting our Website or by calling us.

For details on how to get in touch please see the 'How to Contact Us' section of this Code.

3. Ordering our Products and Services

You can order our services either through our website or by calling us. For details on how to get in contact, please see the 'How to Contact Us'.

4. Terms and Conditions

Our Terms and Conditions can be found here. and are shown to you on the website during the purchasing process. Alternatively, we can send you a copy, especially if you require a different format or if you purchase our services over the phone.

To sign up as a FibreNest customer, you must read and agree to the Contract Summary, Contract Information and the Terms and Conditions and supporting documents that, together constitute your contract with us.

You can view a copy of our Contract Summary, Contract Information and our Terms and Conditions online (and download a copy) on our website or you can request a copy or further information by phoning 0333 234 2220 or emailing support@fibrenest.com, especially if you require a different format.

5. Minimum Contract Period and Cancellation of Services

As set out in the Terms and Conditions, you have the right to cancel your order within 14 days from the day after either the commencement date of the service(s) or receipt of our Terms and Conditions; whichever is later; without incurring any Early Termination Charges ¹. If you wish to cancel your order, you must do this by notifying us either by phoning 0333 234 2220 or emailing support@fibrenest.com.

All the services we sell have a minimum contractual commitment period of 12 months.

Alternatively, our broadband services are also available on a 30-day minimum contractual commitment period at a slightly higher monthly cost.

Unless special circumstances exist (as detailed in our Terms and Conditions), if you want to cease your service(s) before the end of the relevant minimum contract period, you may need to pay an Early Termination Charges. For further details on Early Termination Charges please see our price list page on the website.

Once the minimum contract period has expired, you can end your contract at any time by giving us at least 30 days’ written notice by email to the address details listed in our 'How to Contact Us' section above. These details are also available on the website. If you give us notice that you wish to end your contract, then you should make arrangements to switch to an alternative service provider before the end of the 30 day notice period. You do not need to wait until the end of your notice period to switch to another service provider (but you will be responsible for all charges associated with your services up until the end of the notice period).

If you do not take steps to secure equivalent services from an alternative service provider, you could be left without broadband or phone services.

Where your contract has been terminated and we hold money on account for any services paid for in advance we will refund any money held on account, less all outstanding charges you owe us.

6. Services for people who are disabled or vulnerable

We are committed to helping all our customers to communicate easily. We offer the following additional services, on request, for customers who may need further support to access our services, including:

• Text relay services (helping deaf, speech-impaired, and hearing people talk to each other over the phone)
• Additional help and support if you have difficulty paying your bill
• Providing documents relating to our service such as bills, Terms and Conditions, Code of Practice in an alternative format such as braille or large print
• Registering your nomination of a close friend or relative to manage your account on your behalf, and if necessary, any complaints
• Helping you understand how to access and use 999 BSL (a video relay service for deaf and speech-impaired people to access UK emergency authorities)
• Registering any dependency on the telephone for medical needs that you, or someone living with you may have

7. Price Lists

We will not increase our prices without your agreement, except international calls.

All prices, including the current call charges can be found on our Price List

International rates can change on a regular basis and we suggest if you make international calls, you check our Price List. International rates changes will not be given on 30 days’ notice as per your Terms and Conditions, clause 6.7

8. Customer Services and Support

For account related queries, complaints and general information, please contact Customer Support on: 0333 234 2220 (option 1 then option 1).

If you have a technical query or need to report a loss of service in relation to your broadband service, please contact our Customer Support Team on: 0333 234 2220 (option 1 then option 2).

If you have a technical query or need to report a loss of service in relation to your voice service, please contact our Customer Support Team on: 0333 234 2220 (option 1 then option 3).

If you experience a problem with your services, please contact Customer Support. One of our Team will discuss the problem with you and work with you to resolve it. Our Support Team may require you to undertake diagnostic tests so that they can identify the fault. In some circumstances it may be possible to correct a fault over the phone. Where this is not possible, we will send one of our engineers to your property to assess and try to correct the fault. We will try to resolve the issue by midnight on the second working day (not including Public or Bank Holidays) after the day you report the fault to us. Any fault investigation or repair work or installation of a new line, shall usually take place between 9am – 5pm Monday to Friday, excluding Public and Bank Holidays.

9. Moving Premises

When moving to a new Persimmon home, in the majority of cases, you can bring your existing telephone number with you. Please contact us so we can confirm if this is possible as there are the odd times when this is not technically feasible. If you subsequently move from your Persimmon home, after you have taken service(s) from us, to a property that is not on a Persimmon Group Development, or to a house on a Persimmon Group Development where we have not yet built our network, you will not be able to move the broadband service or telephone service to your new home. If this is the case you will need to arrange service from a new service provider. You may be able to transfer your existing telephone number to your new home by contacting your new service provider. If you are moving to another Persimmon home we can discuss your options. If you are already taking service(s) from us when you move you may be required to pay Early Termination Charges if you are still within the minimum term of your contract, please see the Price List.

To check whether we can continue supplying your services, please contact our Customer Services team on 0333 234 2220 (option 1) in advance of your move.

FibreNest Compensation Scheme

FibreNest recognises the importance of having your services ready to go from the day you move in. If there is any delay to your service installation being available on day one, we will contact you to advise of the situation. To ensure you have access to the internet while we get you connected, FibreNest will provide an interim service or potential compensation.

Bringing your number with you?

When you take a new service with us or you switch your services to us, you may be able to keep your current telephone number. We will try to do this where it is technically feasible. However, this may not always be possible and we may have to provide you with a new number. For more information, please call Customer Services.

If you decide to move away from FibreNest it may be possible to move your existing telephone number to your new provider. Please ask you new provider if this is possible and if it is they will handle this for you.

10. Directory Entries

Please let us know if you wish your details to be made available by directory enquiry service providers and, if so, how you wish to be listed.

There may be a charge for this service.

11. Nuisance and Malicious Calls

Nuisance calls can include the following: unwanted marketing calls (for example, live sales calls, recorded calls, silent or abandoned calls), spam and malicious communications. We refer to these as “nuisance calls”.

We take the problem of nuisance calls very seriously. If you have been a victim of nuisance calls, please call Customer Services to report the incident and we can provide you with advice on how to deal with them.

Malicious calls can be distressing. Malicious calls can be upsetting, but you can take some simple precautions when answering the phone.

• Stay calm and don't talk to the caller
• Don't give away any personal information or answer the phone with your name or number
• Keep your answerphone message short and to the point
• Keep a note of these calls

If you're getting abusive, threatening or obscene calls, then you should report them to the police. It will help if you note down the date, time and number that called, along with any other information.

12. Telephone Preference Scheme

If you don’t want to receive sales and marketing calls you have not requested, you can add your details to a list run by the Telephone Preference Scheme (TPS). If your number is on the list, it is unlawful for a UK company to call you for marketing purposes. You can contact the TPS via www.tpsonline.org.uk or by telephoning 0345 070 0707

Please see the following links to Ofcom’s website with useful information https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/tackling-nuisance-calls-and-messages

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/tackling-nuisance-calls-and-messages/abusive-and-threatening-calls

Citizens advise can help https://www.citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/stop-getting-nuisance-calls-and-texts/

The Information Commissioner’s Office can investigate and take action. https://ico.org.uk/make-a-complaint/nuisance-calls-and-messages/spam-texts-and-nuisance-calls/

Please get in touch if we can help you use our services more easily by us providing any of the facilities above.

Remember, you will need to plug our equipment in to your electrical supply for it to work. If you are dependent on your service for medical or other reasons, please call our customer service team so we can discuss how we can help keep your services working during a power cut.

We can also provide a priority fault repair service to customers who are vulnerable, have disabilities or who have a medical dependency and a genuine need for an urgent repair.

For more information about the help we can provide to customers who are vulnerable or have disabilities, please consult our Accessibility and Vulnerable Customer Policy.

13. Data Protection

We comply fully with our obligations under the General Data Protection Regulation (GDPR) and the Data Protection Act 2018 in relation to managing your personal data and marketing preferences. Please see our Privacy Policy on our Website which sets out how we can use any information you provide to us. Compliance with data protection issues is regulated by the Information Commissioners Office.

14. Useful Addresses

Advertising Standards Agency Mid City Place, 71 High Holborn, London WC1V 6QT. Tel: 020 7492 2222. Website: https://www.asa.org.uk

Information Commissioners Office Wycliffe House, Water Lane, Wilmslow SK9 5AF. Tel: 0303 123 1113. Website: https://ico.org.uk/

The Ombudsman Services Communications (formerly Otelo) PO Box 730, Warrington, Cheshire, WA4 6WU. Tel: 0330 440 1614 email: enquiry@ombudsman-services.org Website: www.ombudsman-services.org

Ofcom Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 or 0300 123 3333 email: contact@ofcom.org.uk Website: www.ofcom.org.uk

PSA Clove Building, 4 Maguire Street, London, SE1 2NQ. Tel: 0300 30 300 20 Website: www.psauthority.org.uk

Telephone Preference Service DMA House, 70 Margaret Street, London W1W 8SS Registration Tel: 0345 070 0707, General Contact Tel: 0207 291 3320 Website: www.tpsonline.org.uk

Version 2, this document was created in June 2022 and was correct at the time of publication