These are the terms for TISA business broadband. We have written them in plain English and explained the reason behind anything that could cost you money, because a charge you understand in advance is not a nasty surprise. Where a clause exists to cover a cost passed to us by Openreach, we say so.
We provide business grade full fibre broadband delivered over the Openreach network, which we buy wholesale from BT and support ourselves. Your contract is with TISA. You do not have a contract with BT or Openreach, and you should not contact them directly about your service.
Every plan includes one static IP address, a pre configured business router and a 48 hour repair target with engineers attending Monday to Saturday. There is no usage cap and no traffic limit.
This is a data only service. There is no dial tone, no phone number attached to it, and no line rental to pay. That is why the monthly price you see is the whole monthly price.
Please read this before you order. If there is a traditional phone line at your premises, it will normally cease when your new broadband goes live. Equipment that relies on that line will stop working. In practice this usually means intruder alarms, lift emergency phones, care or telecare lines, door entry systems, fax machines and older card terminals.
Tell us what you have connected before we place the order and we will help you work out what needs to change. We cannot be responsible for equipment failing because a line was ceased where you did not tell us it was in use.
If you use an internet based phone service, including ours, it will not work during a power cut or if your broadband is down, and it may not reliably provide your location to the emergency services. You should always keep a mobile phone available for emergency calls.
Advertised speeds are the maximum the product supports. The speed achievable at your premises depends on the line serving it. Before you commit we give you a minimum guaranteed download speed for your specific address.
Your protection: if your service falls below that minimum guaranteed speed, tell us. If we have not put it right within 30 days of you reporting it, you may end your broadband contract with no early termination charge.
Speeds are measured at the router, over a wired connection. Wi-Fi performance depends on your premises, your devices and how many things are connected, and is not part of the guarantee.
Installation is £149.99 where a new line is required, and free where you are switching an existing full fibre service to us.
A standard engineering visit covers running the external cable to the nearest suitable entry point, up to 10 metres of internal cabling beyond that point, fitting the fibre socket, and connecting one device.
Openreach classify every address and decide the level of engineering visit it requires. Some premises need more internal cabling, a longer external run, or work across multiple floors. Where that applies, the following uplifts are payable on top of the installation charge:
| Extended installation, 10 to 30 metres internal cabling, up to three devices connected | £54.99 |
|---|---|
| Complex installation, 30 to 100 metres, multiple walls or floors, pre visit survey | £279.99 |
Your protection: we will never add one of these to your bill without asking. If Openreach tell us your premises needs a higher level of visit, we contact you with the cost and wait for your approval before the work goes ahead. If you would rather not proceed at that point, you can cancel at no charge.
Where work goes beyond 100 metres, or requires new ducting, trunking, additional wall drilling or fire stopping, Openreach raise an Excess Construction Charge. These are quoted individually and are always confirmed with you in writing before any work starts.
You are responsible for giving us accurate address and access details, and for making sure someone aged 18 or over is present for the appointment.
We supply a pre configured business router free of charge with every new connection. It remains our property until you complete your minimum term, at which point it becomes yours to keep.
If you end your contract before the minimum term ends, you may either return the router to us in working order within 14 days, or pay £79.99 for it.
You are welcome to use your own router instead. If you do, we will support the service up to the fibre socket, but we cannot diagnose problems inside equipment we did not supply, and any engineer charge arising from a fault in your own equipment is payable by you under clause 6.
The fibre socket fitted at your premises belongs to Openreach. Please do not move, remove or disconnect it.
Reporting a fault is always free, and so is any engineer visit needed to fix a fault on the network. Charges only arise where a visit turns out not to be a network fault, or where a visit cannot go ahead.
| Situation | Charge |
|---|---|
| Engineer attends and cannot get access, or nobody is there | £119.99 |
| Visit cannot be completed because of incorrect details supplied to us | £119.99 |
| Fault investigation where the fault is found inside your premises or in your own equipment | £224.99 |
| Specialist visit to investigate a speed or performance issue not caused by the network | £264.99 |
| Chargeable engineer visit, including the first hour | £224.99 |
| Each additional hour on a chargeable visit | £144.99 |
| Moving your fibre socket to a different position | £214.99 |
How to avoid all of these: confirm the appointment with us the day before, make sure someone will be on site, and let us try to diagnose the problem remotely before we book an engineer. We will always attempt that first.
Openreach can raise a charge for work carried out at your premises up to 12 months after the event. Where that happens we will invoice it to you when we receive it, with an explanation of what it relates to and the date of the visit.
This obligation continues after your contract ends, for charges relating to work carried out while you were a customer.
Why this clause exists: we are billed for these long after the visit and have no way to prevent it. We would rather tell you the possibility exists than surprise you with an invoice months later. In practice it is uncommon.
You can report a fault 24 hours a day, every day of the year. What changes between service levels is the repair target and when an engineer will attend.
| Level | Repair target | Engineer attends |
|---|---|---|
| Included on every plan | 48 hours | Monday to Saturday, 08:00 to 18:00 |
| Priority Repair | 24 hours | Any day, including bank holidays |
| Critical Repair | 7 hours | Any day, any time |
Repair targets are objectives rather than guarantees, and exclude time where we are waiting on you for access or information. They are not a service credit scheme.
The standard minimum term is 24 months from the day your service goes live. Twelve months is available on request. After the minimum term the service continues monthly and you can end it with 30 days notice.
An early termination charge applies, made up of:
Why this exists: we commit to the network operator for a minimum of 12 months on every line, and we pay the installation cost up front rather than charging it to you in full. The early termination charge recovers what we have already committed or spent, and nothing more.
You can cancel a new order free of charge at any point before it reaches the stage where the network operator has committed engineering resource to it. We will always tell you when that point is approaching.
After that point, cancelling costs £99.99. Changing the details of an order already in progress costs £29.99. Bringing an installation date forward, where possible, costs £199.99.
A broadband service cannot be transferred between addresses. If you move, the service at your old premises is ended and a new service is installed at the new one. That means a new installation charge, a new minimum term, and an early termination charge on the old service if you are still within its minimum term.
Talk to us early. If you know a move is coming, tell us before you commit to a new term. We can often line the two up so you are not paying an early termination charge and an installation charge at the same time.
You can move to a faster plan at any time for £19.99. Upgrading starts a new minimum term at the new price.
Moving to a slower plan is not possible during your minimum term. Once the minimum term has ended you can move down with 30 days notice.
All prices exclude VAT. Prices are reviewed annually on 1 April and may increase by CPI plus 3.9%. We will tell you before any increase takes effect.
Charges other than the annual review, such as those in clauses 4, 6 and 10, are the ones published on this page at the time the work is carried out.
There is no data cap and no download limit. We ask only that the service is used lawfully and is not used to send unsolicited bulk email, to host content you have no right to distribute, to attack or scan other networks, or in any way that materially degrades the service for other customers.
The service is provided for use at the premises named on your order. It is not for resale or for sharing with a separate business at a different address without our agreement.
If you also buy a service from us that needs working broadband to function, such as a cloud phone system, and we fail to deliver your minimum guaranteed broadband speed and do not put it right within 30 days of you reporting it, you may end those dependent services at the same time without an early termination charge on them.
This applies to a failure of the broadband service itself. It does not apply where the dependent service is unavailable for a separate reason, or where the broadband issue is caused by your own equipment, your internal network or a power failure at your premises.
We may suspend the service where payment is overdue and remains unpaid after we have asked for it, where the service is being used in breach of clause 14, or where the network operator requires it for emergency maintenance or safety reasons.
We will provide the service with reasonable skill and care. We are not liable for loss of profit, loss of business, loss of anticipated savings or loss of data, and our total liability in any twelve month period is limited to the charges you paid us for the broadband service in that period. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud.
Occasional planned maintenance is necessary. We give notice where we can and schedule it outside normal working hours wherever possible.
This service is sold to businesses for business use. Consumer rights, including the statutory cooling off period that applies to consumer contracts, do not apply. If you are a sole trader or very small business buying mainly for personal use, tell us before ordering and we will advise whether a consumer product suits you better.
These terms are governed by the law of England and Wales.
Every charge that can arise, in one place. All exclude VAT.
| Charge | Amount |
|---|---|
| Installation, new line | £149.99 |
| Installation, switching to us | Free |
| Extended installation uplift | £54.99 |
| Complex installation uplift | £279.99 |
| Missed appointment or no access | £119.99 |
| Abortive visit | £119.99 |
| Fault found inside your premises | £224.99 |
| Specialist performance investigation | £264.99 |
| Chargeable engineer visit, first hour | £224.99 |
| Chargeable engineer visit, each further hour | £144.99 |
| Socket relocation | £214.99 |
| Order cancellation after commitment | £99.99 |
| Order amendment | £29.99 |
| Expedited installation date | £199.99 |
| Speed change | £19.99 |
| Cessation charge | £54.99 |
| Router, if not returned when leaving early | £79.99 |
Questions about any of these? Ask us before you order. We would rather explain it now.