Code of Practice

BeFibre Ltd is a company registered in England & Wales (13406629) whose registered address is BeFibre Ltd, Sankey Valley Industrial Estate, Anglezake Road, Newton-Le-Willows, United Kingdom, WA12 8DJ (“BeFibre”).

This is the BeFibre’s Code of Practice which conforms to the Code of Practice from The Office of Communications (‘Ofcom’), the UK Telecommunications regulator.

This Code of Practice outlines our obligations to you as a customer and how best to get in touch with us so that we can resolve any issues or concerns that you may have about our services.

All information is correct at the time of publication and will be reviewed periodically, as necessary.

1. About Us:

BeFibre is a telecommunication infrastructure owner and provider, supporting businesses and homes across the UK and internationally by keeping its networks connected to the world through FTTP services.

Our goal is simple – to build areas of full fibre connectivity across the nation to provide businesses and people with a connection that is future-proof, reliable and hassle-free. We also want our customers to enjoy this same hassle-free experience, please do get in touch with us directly should you wish to speak with us.

2. Contact Us:

Our normal opening hours are:

Monday – Friday 8:30am to 6:30pm

Saturday – 9am – 1pm

Telephone: 0330 088 8383 Email: support@be-fibre.co.uk

Post: write to us at The Customer Care team

BeFibre, Suite 419, Chadwick House Warrington Road, Birchwood, Warrington WA3 6AE

You can also reach us here

3. Our Service:

BeFibre owns and provides wholesale fibre to the premises (FTTP) service. Our contract with Openreach allows us to deploy our fibre network within existing Openreach infrastructures across the UK, whereupon we then supply internet connections directly to consumers.

For more details on our product, please click here.

4. Our Obligations:

Our expert team has more than 100 years of combined experience working in the telecommunications’ and utilities’ sectors. We aim to provide both an excellent technical service and customer service to you. A key part of doing this is ensuring that we adhere to governing legislation and requirements. We will always use all the reasonable skill and care of a competent internet and electronic communication services’ provider to provide you with the best service that we possibly can.

We are regulated in the UK by Ofcom and are registered with Ombudsman Services (www.ombudsman-services.org) who are our Alternative Dispute Resolution Provider.

5. Billing and Payment:

You will need to pay for the services that we provide to you in accordance with the details specified in your contract. Extra charges may apply for any late or unpaid bills.

Services are automatically renewed following the expiry of the initial term – this is the committed period you signed up to in order take our services.

Services can be upgraded within the initial term of your contract, however, please be aware that a new initial term will apply.

We reserve the right to charge you a fee for a failed call-out visit in the following instances.

if our contractor is unable to gain access to the required premises to conduct the work after arranging an appointment.
if you reported an issue and the visiting engineer is unable to confirm any such issue has occurred.
if the fault is ascertained as being a fault with your equipment or another third party’s equipment.

If you do not pay your bills on time, we will provide you with a reminder to pay as well as further information on what the next steps might be. If we do not receive payment by the date provided to you in such reminders, we may take action including restricting or disconnecting the services that we supply to you. If appropriate and necessary, we may instruct a third-party debt collection agency in order to obtain any outstanding debt. This could result in additional charges which will be passed on to you. However, we do hope that any issues regarding payment can be resolved by contacting us first so that we can take appropriate action to move forward together.

6. Maintenance Work and Repairs:

We always endeavour to provide you with the best service possible, to do this we may need to suspend all or part of the service temporarily. We will always try to give you as much notice as possible of any maintenance works and promise to restore service as soon as possible after any suspension.

Issues and faults with the services provided to you cannot be entirely eliminated and these may occur from time to time. We will try to resolve these as quickly as reasonably practicable to minimise any inconvenience caused.

Please report any issues or potential faults to us as soon as possible so that we can ensure that these are logged and rectified. We will inform you of any current known issues and keep you updated regarding the restoration of any services.

You will remain responsible for your own equipment, and we cannot guarantee the compatibility of a repair to any of your equipment connected to our network. You will also be responsible for the maintenance of your connection settings in your router.

7. Termination:

You can terminate your contract with us in accordance with the termination provisions stipulated in that contract.

Subject to any differing provisions in your contract, you may terminate your contract with us by either:

giving us notice in writing of 30 days following the expiry of the initial term; or
informing us that you wish to be released from the contract within the “cooling off period” (14 days from the date you signed the contract or your installation date, which ever comes first).

Please check your contract for your initial term, any notice periods that must be given and any early termination charges that may be payable on termination.

8. Privacy and Confidentiality:

For further up-to-date information on our privacy policy and how we may collect or process your data, please click here.

9. Complaints:

We are always trying to improve our service and to do this, we are keen to action any feedback whenever possible. Please contact us directly to discuss any issues that you may be experiencing so that we may deal with any complaint as efficiently as we can. You can send us a message here and input “Complaint” in the subject heading. You can also send your complaint by post to the Customer Care team.

BeFibre, Suite 419, Chadwick House Warrington Road, Birchwood, Warrington WA3 6AE

10. Additional Contact Information

We hope that we can resolve any complaints or issues directly with you, however, if you feel that you are dissatisfied, you will be able to refer your complaint to the Ombudsman Services independent dispute resolution organisation. This is a free, independent service to assist any dissatisfied customers with their issues.

You can contact Ombudsman Services at:

Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Phone: 0330 440 1614
Website: https://www.ombudsman-services.org