Telecommunications Service Terms

These terms apply where your Order Form includes a CapNet telecommunications service — VoIP, broadband, number porting, leased lines, or related connectivity. They sit alongside, and are supplemental to, your CapNet Standard Terms & Conditions.

1. Voice over IP (VoIP) Telephone Services

1.1 Horizon Hosted Telephony

Horizon is a cloud-based business telephone platform delivering voice calling, voicemail, call routing, auto-attendant capabilities, and unified communications via internet connection.

Technical requirements: a broadband or Ethernet connection (minimum 100 kbps per concurrent call); compatible IP handsets or softphone clients; a stable power supply.

Contract terms: minimum term as set out on the Order Form (typically 24 months), then a rolling monthly basis with 30 days' cancellation notice. Early termination within the minimum term triggers immediate payment of all remaining monthly charges.

Equipment and handsets: the Company retains ownership until expiry of the minimum term and full payment. The Customer bears replacement costs for loss, theft, or damage beyond normal wear. Only the manufacturer warranty applies.

Call charges: inclusive minutes are subject to the Acceptable Use Policy at Section 6; overage is charged at the Company's then-current rates. Fraudulent charges remain due except where directly caused by the Company.

Emergency calling: see Section 7.

1.2 Webex Unified Communications

Cloud-based unified communications providing voice calling, video conferencing, messaging, and collaboration features.

Requirements: suitable broadband, compatible devices, stable power and internet.

User accounts: each end user requires an individual account; account sharing constitutes a material breach.

Third-party terms: the Webex platform is subject to the software provider's restrictions on reverse engineering and derivative works.

2. Broadband and Connectivity Services

2.1 FTTC (Fibre to the Cabinet)

Fibre optic to the street cabinet with a final copper connection to the premises. "Up to" 80 Mbps download and 20 Mbps upload are quoted; actual speeds depend on cabinet distance, line quality, internal wiring, congestion, and equipment. No specific speed guarantees are provided. Minimum term per Order Form (typically 12–24 months).

2.2 FTTP (Fibre to the Premises)

Dedicated fibre from the exchange to the premises. Speeds range from 0.5 Mbps to 1 Gbps by package. Installation may require civil engineering work; Excess Construction Charges (ECC) identified during survey require Customer approval before proceeding.

2.3 SoGEA (Single Order Generic Ethernet Access)

Broadband without a traditional telephone-line requirement. "Up to" 80 Mbps download and 20 Mbps upload available.

Number porting: existing numbers must port within 7 working days of broadband activation. Failure results in permanent number loss; the Company is not liable beyond reasonable porting efforts.

2.4 Ethernet Leased Lines

Dedicated, uncontended bandwidth. Speeds from 10 Mbps to 10 Gbps available. Installation typically 60–90 working days (estimates only). ECC applies for significant civil works. Minimum term per Order Form (typically 36 months). Early termination equals all remaining recurring charges. 60 days' written notice required for cessation.

3. Installation and Engineering

3.1 Installation types

Standard: up to 10 m internal wiring; network termination within 1 m of a power socket; one device connection.

Premium: up to 30 m from lead-in; existing cable tray / trunking routing; up to 2 data extension kits. Additional charges apply.

Advanced: up to 100 m wiring; multiple walls; existing cable management; removable ceiling / floor tiles; existing structured cabling. Additional charges apply.

3.2 Customer obligations

Ensure an authorised, responsible person is present at the premises during the entire installation visit. Provide safe access to required areas, available power, and accurate site information.

3.3 Missed appointments and aborted visits

4. Number Porting

4.1 Overview

Transfers existing telephone numbers from the current provider to the Company platform, governed by industry regulations requiring multi-party cooperation.

4.2 Letter of Authority (LOA)

The required LOA must be dated within 3 months, list specific numbers only, be signed on all pages by an authorised signatory, and contain information matching the current provider's records. Incomplete or inaccurate LOAs result in rejection and potential charges.

4.3 Porting timescales

Porting timescales are governed by industry processes outside the Company's control. Specific dates cannot be guaranteed.

4.4 Porting charges

Standard porting per order; out-of-hours (evening / Saturday) pricing; rejection charges for Customer error; re-submission charges for failed ports.

4.5 Important notes

Cancel directory listings with the current provider before porting to avoid ongoing charges. Security / alarm services must cease before porting. Previously ceased numbers cannot be ported.

5. Pass-Through Charges

Third-party network infrastructure delivery may incur additional charges, which the Company passes through to the Customer where they were not in the original quotation:

• Construction & civil works: ECC for FTTP and Ethernet installations.
• Engineering: SFI2 fault investigation where the fault is in Customer equipment or wiring; out-of-hours engineering.
• Missed appointments: no access, aborted visits, late cancellations.
• Number porting: orders, rejections, out-of-hours porting, re-submissions.
• Number services: conservation area charges, selection fees, directory listing, 999 compliance.
• Broadband: excess data on capped services, care upgrades, hot-site charges.
• Equipment: router / handset replacement for loss, damage, misuse.
• Regulatory: charges arising from legislative changes or Ofcom directions.
• Order changes: modifications after provisioning has commenced.

Any third-party-levied cost not in the original quotation passes through to the Customer within 14 days of invoice. The Company uses reasonable endeavours to give advance notification.

6. Acceptable Use Policy

6.1 General acceptable use

Services may not be used for activities that are illegal under the Communications Act 2003, the Computer Misuse Act 1990, the Regulation of Investigatory Powers Act 2000, or other applicable legislation; for offensive or unlawful content; for unsolicited bulk communications (50+ recipients per email or 5+ emails per minute); for network vulnerability testing; for email-header forging; or for unauthorised collection of personal information.

6.2 Voice services — fair use

"Unlimited" or "inclusive" minutes are subject to fair use — reasonable business use only. Prohibited uses include: auto-dialling, predictive dialling, call-blasting, bulk campaign calling, excessive external forwarding, traffic arbitrage, and any activity with adverse network or user impact. Each account is exclusive to one user.

Breach consequences: immediate suspension or termination without notice, conversion to metered usage with retrospective charges, and invoicing for excess conveyance costs.

6.3 Broadband — fair use

"Unlimited" allowances remain subject to the Acceptable Use Policy. Usage exceeding 100 GB in 24 hours on a single circuit is deemed excessive; same-day excess across multiple circuits at one site is also excessive. The Company may recommend an upgrade or, where excess persists, restrict, suspend, or terminate the service.

7. Emergency Services (999/112)

7.1 VoIP limitations

VoIP services have critical emergency-calling limitations:

• Power dependency: no service during power outages without battery backup.
• Broadband dependency: internet outage eliminates calling.
• Location accuracy: services cannot automatically identify the caller's location.

7.2 Customer obligations

Provide accurate address information (including full postcode) for every telephone number at the point of order. Immediately notify the Company of address changes. Inform all users of the VoIP limitations. Maintain alternative emergency contact means. Provide battery backup where applicable.

7.3 Disclaimer

The Company is not liable for emergency-services failure or delay arising from power failure, broadband outage, incorrect or out-of-date Customer-provided address, or factors outside its reasonable control.

8. Broadband Traffic Management Policy

During peak hours (Monday–Friday, 08:00–18:00) traffic management prioritises critical applications:

Outside peak hours, all traffic is treated at the highest priority. Third-party CPE aggregation solutions (e.g. Shareband) are unsupported; the Company accepts no responsibility for performance issues arising from them.

9. Service Levels

9.1 Fault reporting

Help desk: 03454 705 704 · support@capnet.co.uk

Hours: Monday–Friday, 08:00–17:30 (excluding bank holidays).

9.2 Fault-resolution targets

The targets below are targets only — they are not guarantees and do not give rise to financial compensation unless a separate written SLA exists.

9.3 Engineering charges for fault investigation

Charges apply where a fault is traced to Customer equipment, internal wiring, or LAN — including "no fault found" at network level.

9.4 Exclusions

Targets do not apply where: the fault is in Customer equipment, wiring, or LAN; there is a premises power failure; force majeure; access is not provided; during scheduled maintenance; or where the account is overdue.

10. Network Changes and Migration

UK network modernisation — including the Openreach copper-retirement programme — may affect services. The Company will notify early, work on a suitable migration, and provide quotes for migration work. The Company is not liable for service interruption arising from infrastructure-provider changes. Migration charges may apply.

11. Equipment and CPE

11.1 Ownership

Equipment (routers, switches, handsets, CPE) remains the Company's property until the minimum term has expired and full payment received.

11.2 Customer responsibilities

Until ownership transfer, the Customer must: maintain equipment in good condition; not modify, sell, or dispose of it; insure against loss, theft, or damage; and pay full replacement costs.

11.3 Warranty

Manufacturer warranty only; the Company provides no additional warranties. Selected IP handsets carry an extended warranty during the supported lifecycle (excluding power supplies, stands, and cords), reverting to a 12-month standard upon manufacturer end-of-sale.

11.4 Return of equipment

On service termination, return non-transferred equipment within 14 days at the Customer's cost. Failure to do so results in a charge equal to the full replacement cost.

12. Telephone Numbers

12.1 Ownership

Telephone numbers are allocated under a revocable use right per Ofcom regulations. They are not owned by the Customer or the Company and may be recovered or reallocated by the regulator.

12.2 Utilisation

Inactive numbers (not activated within 3 months) may be recovered without notice.

12.3 Quarantine

After cessation, numbers enter a 3-month quarantine. Porting is possible within the first month only; permanent loss is likely thereafter.

13. Price Changes

The Company may increase charges for regulatory changes, upstream-provider increases, and tax / duty / levy changes. At least 30 days' written notice will be given. A price increase does not entitle the Customer to terminate early.

14. Contact us

Capital Networks Ltd (CapNet)

Address: The Lauries, Office 305, 142 Claughton Road, Birkenhead, Wirral CH41 6EY
Support: 03454 705 704 · support@capnet.co.uk
Web: www.capnet.co.uk