We know that occasionally things beyond our control can go wrong, which is why we
have introduced our Enhanced Care subscription package. This package offers swift
turnaround times in the unlikely event that something goes wrong.
Your fault will be logged and escalated to the correct department immediately
and a resolution will be reached within 10 hours.
If, for whatever reason this cannot be met, we will offer you a full month's refund.
The refund applies to the value of one month's broadband subscription (product that
you are subscribed to) including the cost of Enhanced Care. Only one month's refund
will be offered in the event of multiple errors occurring within the same monthly
billing cycle.
Enhanced Care is available for an extra
£10.56 a month and can be subscribed to on a month by month basis.