1. Introduction

The purpose of this Code of Practice is to inform residential and small business customers, in plain language, of the range of products, services and support functions that we offer. The policy provides details of how to contact us to obtain these products and services, how to cancel services and the complaint procedure should a dispute occur.

In addition, the policy details other policies and safeguards that are in place to protect consumers and ensure fair and safe access to our services. Nothing in this Code affects your statutory or other legal rights. Whilst the code provides useful guidance as to the manner in which we operate, it does not form part of any contract between us.

 

2. About Us

 

Purefibre Internet Ltd. (“Purefibre”) is a provider of services over Next Generation Fibre to the Premises (FTTP) networks that provide residential and corporate customers with high speed Internet, Voice over IP (VOIP) Telephony and Integrated Reception System Television services. Working with Communities, Developers and Local Authorities throughout the UK, we provide Internet, Telephony and Television services.

Purefibre is based in Tring, Hertfordshire and aims to provide high quality next generation services at affordable prices either over our own networks or those owned by communities with whom we partner.

 

3. Contacting Us

 

You may contact us using the following methods:

 

Telephone:

0330 808 2003

 

Email:

help@purefibre.net for general enquiries

billing@purefibre.net for billing enquiries

support@purefibre.net for technical enquiries

Alternatively should you wish or need to contact us formally, you may write to us at our Head Office/Registered Office at the following address:

 

Head Office/Registered Office

The Courtyard

Park Road

Tring

Herts.

HP23 6DB

Our Company Number is 09819285.

 

4. Our Products and Services

 

We typically offer the following services over Next Generation fibre optic networks:

 

Broadband

 

High speed Internet connections including line rental which provide contended or uncontended speeds up to 1Gbps (where available) with an average to the customer of 500Mbs.Typically the services will be symmetrical with the upload speed matching the download speed and restrictions may be imposed on monthly download limits. Our broadband services are provided in accordance with our Acceptable Broadband Use Policy, a copy of which may be obtained from ourweb site here or by request through phone, e-mail or mail.

 

Telephony

 

The telephone service that we offer is based on Voice over Internet Protocol (VoIP) technology which does not require the use of conventional copper telephone lines. We provide Customer Premise Equipment which converts the voice signal to Internet traffic and enables call routing to other VoIP users or conventional telephone services over the Internet. This service provides all common functions normally associated with a conventional telephone line including full access to the Emergency Services. Telephone services are provided in accordance with our Telephony Fair Use Policy, a copy of which may be obtained from our web site here or by request through phone, e-mail or mail.

 

Television

 

The fibre optic technology that forms the backbone of our networks enables the delivery of high quality television services from centrally located satellite dishes and aerials within the community. Since these services are delivered underground over the fibre optic network, there is no need for individual households to install their own satellite dishes and aerials. The television service delivers signals to enable Sky Q, Freesat and Freeview television services to be received subject to individual customers purchasing a suitable service or set-top decoder box. A DAB radio feed is also available on most networks. Please note that a television Licence is still required when receiving services through our fibre optic networks. Further information is available here.

 

Pricing

 

Pricing for all our services is available on our web site and generally available on the dedicated portals for the communities and developments that we serve. A full price list can be provided following a request by phone, e-mail or in writing to our offices.

Services may be ordered by phoning, e-mailing or writing to us, alternatively many of our dedicated portals have sign up forms. For those networks on new housing developments, it is also possible to sign up for the service through the Sales and Marketing Offices of the developer.

 

5. Complaints

 

Purefibre is regulated by Ofcom, the UK communications regulator. It is a requirement of Ofcom that all telecommunications organisations have a complaints procedure to protect customers. The complaints procedure covers all services provided by Purefibre Internet Ltd.

 

Have a Complaint?

 

Purefibre is committed to providing customers with timely and fair support regarding complaints and queries. Staff are provided with this Code and will follow it, ensuring the best possible outcome for all parties.

If you would like to make a complaint, this can be done via e-mail, over the phone or in writing. You can contact our Customer Support team on:

 

Telephone: 0330 808 2003

E-Mail: help@purefibre.net

Post: Complaints, The Courtyard, Park Road, Tring, Herts., HP23 6DB

 

Our Response

 

Purefibre endeavour to respond to all customer complaints within 3 working days of receiving them. During the process, you will be given clear information of how your complaint will be addressed and time scales of responses. Please ask if you would like a response in writing.

 

Unsatisfied?

 

If you are unsatisfied with the response, please contact our Customer Support team and they will continue to help until a satisfactory outcome is reached. You should receive a response within 3 working days.

In the event we are unable to reach an agreement and have followed the Policy in full, you are entitled to contact Ombudsman Services:

 

Phone: 0330 440 1614

Post: PO Box 730, Warrington, WA4 6WU

Website: www.ombudsman-services.org

 

If you’re unsatisfied with the conclusion of your complaint with Purefibre or the Ombudsman Service, you can escalate it further to Ofcom. Ofcom is the regulator for communications services in the UK. Contact information and their website is available below:

 

Telephone: 0300 123 3333 or 020 7981 3040 (Call costs)

Post: PO Box 1285, Warrington, WA1 9GL

Website: https://www.ofcom.org.uk/

 

6. Further Questions?

 

If you have any further questions or would like a paper copy of the Code of Practice, please contact us by phone on 0330 808 2003 or e-mail at help@purefibre.net.

 

7. Equal Access Support

 

Purefibre supports all customers and can support with accessibility in a variety of ways. If you require any information or resources in an alternative format, please contact us using the contact information above.