Need Support?

0800 038 5495

Monday to Friday 9am to 6pm and Saturday 9am to 2pm

Call to action

Who are V4 Telecom?

V4 Telecom is a provider of various telephony, internet and mobile telephony services, registered in England and Wales (Company Details: Co. Reg No. 8865269 Vat No. 182 508 112 V4 Telecom Business Reg No 2294494). Our registered office is at Cash’s Business Centre, 228 Widdrington Road, Coventry CV1 4PB.

What is the effect of these terms and conditions?

These terms and conditions and any applicable V4 Telecom charges (altogether the “Terms”) set out the legal relationship between you and us.

These Terms set out the basis on which we will provide goods and services to you.

“Services” will include (as applicable) our telephony, mobile, broadband, leased line services and associated hardware, equipment, hosting services, software, maintenance and support services, and such other services as are agreed in your Order Form or on our Website or as we may agree to provide to you with from time to time.

You agree, either by accepting these Terms on our Website or by signing an Order Form or upon delivery of the relevant Terms to you, to be bound by these Terms.

Definitions used within these Terms.

  • “Broadband Service” means our service providing standard broadband.
  • “Equipment” means any equipment, hardware or other physical devices either loaned to you or purchased by you as the case may be.
  • “Fee or Fees” mean fees for our Services and/or services owed by you to us in accordance with these Terms.
  • “Leased Line Service” means our service providing Ethernet in the first mile and leased lines.
  • “Mobile Service” means our service providing mobile call services, messaging services (including email, fax, voicemail, text message, multimedia messaging and similar), storage services, age restricted services, premium services (international calling and international roaming) and SIMs but excluding any other Equipment such as mobile handsets.
  • “Order Form” means the document (electronic or otherwise) signed by you which sets out Services to be supplied by us under these Terms.
  • “Service” means the services that we supply to you have been ordered by you through our Website or via an Order Form.
  • “SIMs” means cards which contain your phone numbers and enable you to access the Mobile Services.
  • “Telephony Service” means our service providing standard fixed line telephony or Voice over IP (“VoIP”) telephony but excluding the Mobile Service.
  • “We, Our, Us” means V4 Telecom.
  • “Website” means our website address at www.v4telecom.co.uk or any subsequent website address notified to you.
  • “You” means the customer of our Services.

How do you order V4 Telecom Services?

Our Services are available placing an order using the online order process or by signing and returning a written Order Form. You must be at least 18 years old when you place your order with us.

If you have an existing service with current provider, you may be required to contact them in order to migrate your services to us. We’ll let you know what you need to do. Please note that your current provider may charge cancellation fees or other charges in connection with the termination of your current service contract.

When ordering our Services, you must provide a valid email address and you are responsible for maintaining and regularly checking this email address. You can update details of your email address by letting us know. We’ll use this email address to contact you for all purposes under these Terms.

Once you have placed your order, we’ll let you know that it has been received. Do bear in mind that by placing your order you are making an offer to enter into a contract with us for the purchase of the relevant Services from us under these Terms, the terms of your order, and any other terms specified by us. We’ll acknowledge receipt of your order and contact you if we are able to accept your offer. Upon acceptance you enter into a contract with us for the purchase of the particular Services and Equipment.
You agree that we can immediately starting work on the technical and operational elements required for the provision of the Services and Equipment upon the issuance of our order acceptance. At the time of acceptance we’ll provide you with further details of when we expect to be able to process your order.

Please be advised that by placing an order, you agree that we, or third parties acting on our behalf, may carry out credit checks on you using the information that you provide.

What Equipment does V4 Telecom provide?

We’ll provide you with the Equipment that you order on the Order Form or through our Website.

Where we provide any Equipment without cost to you, we agree to loan the Equipment to you for as long as you continue to receive the Services under these Terms. Risk shall pass to you upon delivery but the Equipment shall remain our property and you agree to suitably insure it while it is loaned to you.

Where you purchase Equipment from us, risk shall pass to you upon delivery but the Equipment shall remain our property until such time as payment is received in full. We shall have no liability in respect of Equipment lost or damaged in transit unless and until you note such loss or damage within 5 working days of delivery or expected delivery.

Upon termination of these Terms or the relevant service as appropriate, any loaned Equipment must be returned to: V4 Telecom Cash’s Business Centre, 228 Widdrington Road, Coventry CV1 4PB.

Any Equipment not returned to us will be billed to you as a Fee at the recommend retail price for the missing Equipment. Please note that if you choose to keep any Equipment after we stop providing Services, it is supplied to you ‘as is’, without warranty and without support.

If your Equipment is faulty, we will repair or replace it during the first 12 months without charge, providing the fault is not caused by abuse or negligence while in your care. Replacement items of Equipment are available on payment of the applicable replacement items Fee(s). You will need to return any faulty or replaced items of Equipment to: V4 Telecom, Cash’s Business Centre, 228 Widdrington Road, Coventry CV1 4PB.

You will need to ensure that suitable mains electricity, power over Ethernet and network cabling are available as applicable where you would like the Equipment to be installed.

How do you get connected?

For our Telephony Service, we’ll preconfigure and dispatch any Equipment to you. Where you wish to port numbers, we’ll advise you on if that’s possible and how long it will take. If we are transferring an existing telephone line, we’ll let you know how long that will take. If we are installing a new telephone line, an engineer will need to come and install it and we’ll provide you with the details. Obviously you agree to provide any reasonable cooperation and assistance that may be required to get you connected. It’s important that you don’t miss any appointments as we pass any such charges on to you.

For our Broadband Service, we’ll either provision it on a telephone line that we are also installing or on an existing line and preconfigure and dispatch any Equipment to you. We’ll try to make sure that you get the fastest broadband internet connection possible, but the actual speed will depend on your actual line (e.g. the distance of your premises from the telephone exchange, the quality of your copper line and environmental line noise will all impact your actual speeds), so we cannot guarantee that your connection will reach any specific speeds.

For our Mobile Service, we will dispatch your SIMs to you and any other Equipment that you have ordered.

For our Leased Line Service, please see the section ‘What do I need to know about the Leased Line Service?’

If after receiving or accepting your order, we cannot provide you with a particular Service, we’ll notify you. That particular Service will terminate in respect of these Terms and any Charges you have paid will be refunded to you.

Please also be advised that we have the right to terminate these Terms without liability after confirmation of acceptance has been sent but before you have been connected if: (a) you fail a credit check; (b) we are not able to provide our Services to your premises by the expected connection date for any reason; or (c) if you are not in a geographical area covered by us. If we end these Terms before connection (other than as a result of your own act or omission), any Charges you have paid will be refunded to you.

A consumer will, subject to any exceptions or exclusions set out in the Consumer Protection (Distance Selling) Regulations 2000, be entitled to cancel the Services and/or return the Equipment by serving written notice of cancellation to us within seven working days of either receiving the Equipment from us or after the date upon which you enter into these Terms with us. In such event, you must return all the Equipment to us at your own cost. A consumer will not be entitled to cancel these Terms for the supply of Services once performance of the Services has started.

Where you receive our Services and/or Equipment not as a consumer (that is, within the course of a trade or business), no Equipment supplied by us shall be accepted for return without our prior consent. If you want to end your Services before you are connected for any reason you may do so, but you must agree to pay the cancellation fees to terminate a Service or these Terms.

You agree to use our Services for your own use only and not to resell any Service without our written permission.

What is the contract period and how does it end?

The Services you order are subject to the minimum term as set out on the Order Form or on our Website when you order. The minimum term for each Service starts from the date that that respective Service is fully provisioned or activated. After the minimum term has expired, the Services will roll on a monthly basis.

After the minimum term for a Service has elapsed, you can terminate that Service at any time without paying any cancellation fees, providing you give us one (1) months’ notice of termination. This means that if you wish to terminate these Terms or a particular Service prior to the expiry of the minimum term, you will be required to pay the charges associated with the remaining portion of the minimum term.

We alone may terminate these Terms, terminate a particular Service or suspend Services if you don’t pay us by the due date any money you owe us; or you misuse our Service (see our Fair and acceptable usage policy); or we suspect any fraudulent use; or if we are required to do so by a competent or regulatory authority or network provider; or for any reason without cause. They may be a reconnection charge if we suspend your Service.

If we are entitled to suspend your Service then all Charges for your Service will remain payable by you notwithstanding such suspension. If we are entitled to terminate your Service (other than without cause), then we will be entitled to charge you for the Charges which would have been payable to us as if you had provided us with a termination notice on the date of such termination.

Either you or us may terminate these Terms by giving thirty (30) days’ written notice to the other:

  • if there has been a material breach of these Terms by the other party and this isn’t remedied within fourteen (10) days of a written notice notifying the breach;
  • if an event, outside its reasonable control, prevents continued provision of the Services for more than thirty (30) days;
  • if the other is unable to pay its debts (within the meaning of section 123 of the Insolvency Act 1986); or becomes insolvent or bankrupt; or is subject to an order or a resolution for its liquidation, administration, winding-up or dissolution (otherwise than for the purposes of a solvent amalgamation or reconstruction); or makes an application to a court of competent jurisdiction for protection from its creditors generally; or has an administrative or other receiver, manager, trustee, liquidator, administrator or similar officer appointed over all or any substantial part of its assets; or enters into or proposes any composition or arrangement with its creditors generally; or is subject to any analogous event or proceeding in any applicable jurisdiction.

What are V4 Telecoms payment terms and charges?

You have a responsibility to pay the fees that apply to the Services you’re receiving from us (the “Charges”). These Charges are in British pounds sterling and payable from the day that the Services are installed or provisioned. Recurring Charges will be collected monthly in advance, while one-off fees will be collected in arrears. Our invoices are due 10 days after the invoice date. We’ll collect the amount invoiced to you via direct debit on or shortly after the due date.

Our call charges are set out in our tariff on our Website and all calls you make will be subject to this tariff unless otherwise agreed in writing with us.

Our Charges include the following Fees:

  • Telephone connection fee – the cost of installing a new telephone line through BT Openreach.
  • Broadband connection fee – the cost of activating broadband.
  • Broadband line rental – the rental for the Broadband Service.
  • Broadband overage fee – the price for additional data per gigabyte above and beyond the broadband data allowance included with your Broadband Service.
  • Broadband cease charge – a charge levied by BT Openreach if you cancel a broadband service.
  • BT Openreach special charges – other charges paid by us that are passed through at cost to you from BT Openreach (e.g. abortive visit charges, specialist wiring work, engineer repair visits).
  • Cancellation fees – due in the event that you cancel a Service during the minimum term or without providing the required notice.
  • Equipment fees – for any equipment purchased from us including routers, handsets, SIMs, adaptors, power supplies and any other computer, network and telephony equipment.
  • Mobile fees – the fees for your Mobile Services including fixed periodic charges, usage charges and domestic and international call charges.
  • Delivery Fee – the cost of delivery of Equipment to your premises.
  • Additional charges – additional or supplemental services or equipment which you have asked us to provide.

These charges may vary from time to time and all Fees are non-refundable unless otherwise stated. We may impose a credit limit of your account and/or require a deposit as security for paying your bills.

We accept payment by direct debit and you agree to complete, return and maintain a direct debit mandate to pay us. If your bank details change you must notify us immediately to ensure continuity of your Services. You agree to inform us if your direct debit authority is terminated at any time. If a direct debit payment fails, we may contact you to arrange payment and you will be liable to pay interest and late payment fees under these Terms. If we cannot contact you after a failed direct debit payment, we may suspend or terminate the Services and these Terms without further notice. Please note that we charge £8.99 per month if you don’t pay via direct debit.

Please also be advised that we reserve the right to change prices including our tariffs at any time, by either giving you notice in writing which will include sending an email to the email address you provide to us or by updating the pricing on our Website.

You must pay us all sums due to us in full and you cannot deduct or withhold any part of the sums you owe us, except as permitted by law. Please be advised that in the event of us not receiving full payment for Services provided, we have the right to suspend or terminate your Services and take any steps necessary to recover the amount due (including any costs incurred collecting the funds owed).

All prices shown on our Website and Order Forms are exclusive of VAT and our invoices show VAT payable as a separate item on each invoice. In any event you are liable to pay VAT on all Services provided.

What happens if there are Service interruptions?

We’ll take reasonable measures to rectify any interruptions or faults in the Services that we provide. However, we cannot be held responsible for disruptions caused as a result of war, strikes, natural disasters or other ‘acts of God’ and shall not be liable for any delay or failure in the performance of its obligations to the extent that such delay or failure is attributable to matters beyond our reasonable control.

We or our network providers may need to make changes to its network or the technical specification of a Service or may need to suspend provision of the Services for operational or technical reasons. We’ll use all reasonable endeavours to notify you in advance of such changes or suspension if it materially affects your Services. Obviously we’ll do everything which is reasonably within our power to minimise the effect of these disruptions on you.

It is technically impossible for us to provide fault-free Services at all times. But, we’re committed to providing you with Services that have as few disruptions as possible. We cannot guarantee the quality and coverage of our mobile network providers’ wireless network or signal strength.

If we reasonably believe that you are using the Services in breach of your obligations in these Terms, including use of the Services in breach of our Fair and acceptable usage policy, we may without liability or further notice suspend Services or in certain circumstances terminate the Services or these Terms.

What do I need to know about Voice over IP (VoIP) Telephony Service?

By purchasing our Telephony Service, you must understand that there are some limitations of VoIP technology:

  • It may not offer all of the features you may expect from a conventional phone line.
  • It may sometimes be unavailable as a result of things over which we have no control (e.g. the weather, loss of power, failures of your internet connection) and you understand that in such circumstances all services (including 999/112 emergency services) will also be unavailable.
  • Where you use our Telephony Service without our Broadband Service then there is a greater likelihood of connectivity and quality of service problems.
  • Connectivity to the 999/112 emergency services will be provided only to the extent that is technically feasible. As a result, you may have to provide your location information and phone number verbally to the operator. You may not be connected to the domestic emergency service upon dialling outside of mainland England, Wales, Scotland and Northern Ireland.
  • You must register the physical location of each handset with us. This will default to the site address at which we set up the Telephony Service for you. Failure to update us with any changes will result in emergency operators unable to identify your location and phone number when you dial 999/112.
  • Emergency operators may or may not be able to identify your phone number in order to call you back if the call is unable to be completed, is dropped or disconnected, or if you are unable to speak to tell them your phone number and/or if the Service is not operational for any reason. Emergency operators may also not be able to hold your line open in the event that you hang up.
  • If we suspend or terminate the Telephony Service, you may not be able to dial 999/112.
  • You agree to inform potential users of the Services of the above limitations and you understand and accept that you should always have an alternative means of accessing 999/112 emergency services.

What do I need to know about Mobile Services?

We are providing you with Mobile Services using approved devices, SIMs and network resources provided by our network providers both in the UK and abroad.

You must ensure that all your SIMs are used in accordance with these Terms. The SIMs remain the property of the network providers at all times and you are granted a limited license to use the SIMs to access the Mobile Services. We may recall the SIMs at any time. You must only use the SIMs in approved devices.

The Mobile Service may include premium services such as international calling and roaming. If using the Mobile Service abroad, your use of the Services may be subject to the laws and regulations that apply in that country. We are not liable for any failure to comply with those laws or regulations.

When the Mobile Service ends, we will disconnect all your SIMs and you will not be able to use the Mobile Service or make calls to the emergency services.

What do I need to know about the Leased Line Service?

Leased lines are either Ethernet in the First Mile (“EFM”) or dedicated fibre circuits that either connect to the internet or connect two sites together without internet (“Point to Point”). You can also have multiple circuits to provide higher resiliency.

Leased lines are a bespoke service and installation time and costs vary from case to case. We’ll need to do a site survey within 30 days of accepting your order or the order will automatically cancel. After the site survey, we’ll know if any additional Charges will apply and if so, you’ll need to agree to these Charges. If you don’t wish to accept the Charges or you don’t agree to any extra Charges within 25 days, the order will simply cancel with no cancellation fees.

If the site survey does not identify any extra Charges, the order will automatically proceed. If the site survey identifies additional Charges and you accept them, the order will proceed.

After this point, if you wish to cancel the Service before it is installed; there will be cancellation charges which will be passed on at cost to you along with an administration fee for our time. These cancellation charges will be applicable irrespective of the reason for your cancellation. For the avoidance of doubt, any other cancellation period as set out in these Terms does not apply to Leased Line Services.

Access to the site may be required for:

  • A site survey to be conducted by BT Openreach.
  • Broadband provision (alarm monitoring).
  • Fibre provisioning.
  • Fibre splicing.
  • Fibre end to end testing.
  • Operational testing and handover testing.

If site access or a site survey is arranged for us or our technical partner or agent for the purposes of installation and/or configuration and is subsequently refused, not possible or cancelled, we reserve the right to recover in full any costs associated with the lack of site access or cancellation of site survey.

We bill quarterly in advance for leased lines and we may require you to pay the installation charges and any excess construction charges before we proceed with the installation of your Service.

Each leased line will come with a service level policy to ensure that any faults are rectified within a certain time frame. Where we fail to meet the service level policy for a leased line, we will issue service credits for the time you were without service in accordance with our Leased Line Service Level Policy.

What happens if you move premises?

If your new premises are in an area that’s covered by our Services, then the Services needs to be moved to your new premises, but connection fees may need to be paid.

If we are unable to provide Services to your new premises, then our standard cancellation terms of either one (1) months’ notice (after the minimum term of Service) will apply.

What are your obligations?

You agree that you will at all times:

  • Comply fully with these Terms and any reasonable instructions we give you
  • Comply with the terms set out in our Fair and acceptable usage policy (as published on our Website from time to time) and ensure that any others using our Services via your account also comply
  • Keep your security information (such as passwords and PINs) safe and tell us immediately and change your security information if you become aware of any improper disclosure or unauthorised use of the Services through your account
  • Provide accurate information to us (especially during the ordering process) and ensure that this information is always kept up to date and accurate
  • Ensure that any site that we work on is a safe working environment;
  • Ensure that your equipment and software complies with all applicable laws and standards and that you have any necessary licenses before you use it to connect to our network and ensure that your equipment and software is compatible with our Equipment
  • Agree that only you control the content you upload or download using the our services and that we have no responsibility for any such content
  • Indemnify us against all losses, liabilities, costs (including legal costs) and expenses which we may incur as a result of any third party claims against us arising from, or in connection with your use or misuse of the Services or breach of these Terms
  • All amounts due to us shall be paid in full (without deduction or withholding except as required by law) and you shall not be entitled to assert any credit, set-off or counterclaim against us in order to justify withholding payment of any such amount in whole or in part

From time to time, we may (without notice to you) review, record or check your use of our Services where we are required to do so to ensure compliance with any laws or regulations or where ordered to do so by any court or other body or authority with the power to require such monitoring and to ensure compliance with these Terms and the Fair and acceptable usage policy.

What the limitations of V4 Telecoms responsibility?

Nothing in these Terms shall restrict or exclude either party’s liability for fraud or for death or personal injury caused by it or its employees’ or agents’ negligence.

Except as expressly set out in these Terms, we are not liable to pay damages for any losses caused by use of the Services or delays or interruptions. We are not liable to pay damages if anyone else, other than a paying member, gains access to that member’s connection to the our Services, that member’s computer and other related equipment or gains access to, destroys or distorts any data or information held by us.

We are not responsible for any goods or services supplied in a separate agreement with another supplier, even if access to these goods or services is through our network.

Except as set out in this section and the section called “What are your obligations?” and except for the requirements for you to pay all Charges owing to us under these Terms, neither party’s aggregate liability to the other party with respect to these Terms for any claims arising in any calendar year (whether in contract, tort, arising as a result of negligence or breach of statutory duty or otherwise) shall exceed three thousand (3,000) pounds.

Neither party will be liable to the other for any economic loss including, without limitation, any loss of profits, anticipated savings, business, contracts, revenue, time or goodwill or loss of data whether in contract, tort, arising as a result of negligence or breach of statutory duty or otherwise or the cost of procuring substitute goods or services provided that doesn’t include:

  • Charges payable
  • Claims for any damage to your tangible property, caused by the negligence or otherwise by any act or omission of us, our employees, agents or subcontractors, whilst on your premises.

You shall at all times be under a duty to mitigate any losses suffered by you.

This section will continue to apply even after the Terms have ended and each provision of this section is to be construed as a separate provision applying and surviving even if one or more of the other provisions of this clause is held inapplicable or unreasonable.

There are no representations, warranties, terms or undertakings, except as expressly set out in these Terms and any others are expressly excluded, whether express or implied, statutory or otherwise.

How will we contact each other?

You may contact us by sending an email, by calling our telephone numbers as set out on our Website and any important communications (including any notices or other communications required under these Terms) should additionally be sent by post to: V4 Telecom, Cash’s Business Centre, 228 Widdrington Road, Coventry CV1 4PB.

We will contact you at the email address that you provide or an alternative email address you provide to us for this purpose.

Will any of this change?

Over time, this is possible. We may change these Terms from time to time by notifying you of the revised Terms and should any of these Terms change, we will inform you of these changes by email. If any change we make is detrimental to you, you can terminate the affected Service by providing 1 months’ notice unless such change is required by law or regulation. You will be deemed to have accepted the change if you continue to use the Services.

What if I have a complaint?

We are committed to providing excellent customer service and endeavour to deal with any complaint fairly and within a reasonable period of time. However should you remain dissatisfied with any aspect of our service, you should follow our Complaints Policy and we will try to resolve your complaint as soon as possible.

If a complaint cannot be resolved within 8 weeks of you raising it with us, then you may refer the matter to the Ombudsman Services: Communications.

What happens if there is fraud on my account?

You are responsible for all call charges and other charges resulting from fraudulent and/or unauthorised use of the Equipment and the Services by you and third parties. It is therefore imperative that you keep your personal details, your computers, your network and access to your premises secure.

What do I need to keep confidential and what about my personal data?

Both parties agree to keep in confidence any information of the other, whether written or verbal, of a confidential nature obtained in association with these Terms except to the extent that any disclosure is required by law, for us to provide the Services or that such information has already entered the public domain.

You agree that our network providers and us may use your personal data to provide the Services and in accordance with our Privacy Policy.

Is there anything else I need to know?

All intellectual property rights in the Services are owned or licensed by us or its network providers and you agree that you have no right, title or interest in such intellectual property rights.

Both parties agree that neither party has relied on any statement we made to each other before entering into these Terms. And both parties waive any remedy which would otherwise be available in respect of any untrue statement (unless made fraudulently) before these Terms were in force.

We may assign these Terms, or these Terms only in respect of particular Services which we provide to you, to a third party, provided we give you reasonable notice. You may not assign these Terms or the benefit of any Service we provide to you.

Any failure or delay by us in exercising or enforcing any rights or benefits granted by these Terms won’t be deemed to be a waiver of any such right or benefit nor will it prevent us from exercising or enforcing any such right or benefit or any other right or benefit on any other occasion.

If a court arbitrator or any government agency stipulates that any part of these Terms is unenforceable, the remaining Terms will still be valid and enforceable.

These Terms do not create any other rights for, or enforceable by any third party under the Contracts (Rights of Third Parties) Act 1999 except that our mobile network providers will have the right to enforce any rights in relation to the Mobile Service conferred under these Terms directly against you.

Nothing in these Terms shall be construed as creating a partnership or joint venture.

The Terms set out the entire agreement between you and us relating to the provision of the Services to you including all intended rights and obligations and supersede any and all previous agreements and understandings between you and us with respect to such provision.

The Terms shall be governed and construed in accordance with English law and both parties submit to the exclusive jurisdiction of the English courts.

Cooling off Period on Verbal Sales

V4 Telecom offers a standard 14 day cooling off period on all “Business” & “Residential” Orders signed up via verbal contracts route only. This 14 day period resumes from the date of entering into the verbal contract by the end customer. This Cooling off period clause offers any new verbal order sent to V4 Telecom a 14 day period to cancel the contract completely within the first 14 days of signing up. The length and start date of a cooling off period will apply only to orders with a new customer & signed up through verbal contracts.

Your Rights

As a V4 Telecom verbal sign up customer, you have the right to cancel your contract before the minimum term of 36 months kicks in or whichever term applicable as at the point of verbal sign up. So whether your circumstances have changed or you’ve spotted a better deal from a different provider, the cooling off period is your chance to change your mind without paying any early termination fees to V4 Telecom. Early Termination Fees with V4 Telecom is usually your monthly minimum fee times the remaining months left on your relevant contract term as reflected on our system, payable within 10 days from date of cancellation received.

How to make use of your cooling off period when signing up a Verbal Contract

  • Check below of the cooling off period applies to your order. Our cooling off period only applies to orders signed up via verbal contracts.
    V4 Telecom will allow you to cancel during cool off period by calling the V4 Support Member at 0800 038 5495 during Mondays to Fridays 9 am to 6 pm or by dropping a quick email to support@v4telecom.co.uk. Please mention “I want to use the 14 day cooling off period to cancel the order” along with your date of sign up and full company name / full customer name as applicable in the subject line while sending email to support@v4telecom.co.uk. Alternatively, please use the buttons to your right called
    PLEASE FEEDBACK OR GO TO CONTACT US PAGE available on our website https://v4telecom.co.uk to use your cooling off period to cancel your order with us within the stipulated 14 day period.
  • Please note that for your cooling off cancellation request to be accepted, If V4 Telecom had to pay an initial amount to get your service connected as a part of your order sign up, for example if we paid for your new phone line to be installed, or provided expensive equipment, you may have to pay a fee to cover their costs. This is not the same as an early termination fee. You will be charged and expected to pay immediately within 7 days for the service you were able to use before cancellation request is accepted. You will also need to pay within 7 days any costs as a part of your order sign up spent on installation, connection or activation fees involved, even if they were advertised as free as a condition of taking out the full service from V4 Telecom.
  • Fibre customers on V4 Telecom may cancel at any time before the service start date (CRD) but will be liable to pay for costs relating to installation of any equipment for fibre services before cancellation request is accepted on our system.

Customer Acceptance of Terms of Business from V4 Telecom

The Small Print: All Pricing Options are available over Minimum Contract Length options unless advised otherwise. Minimum Contract Terms are a standard 36 Months Term. Call Rates always billed in pence per minute. These published pricing options are subject to availability at all times. V4 Telecom continues to use the information available in the public domain from various providers to tally them with our standard tariff options to create win pricing each time for the end customer. We carry out this online comparison exercise once per calendar month. All Pricing Options with any new orders can be ordered and submitted to our inbound sales team online or even via our website. V4 Telecom Members can offer free callbacks to any new orders at all times. . V4 Telecom makes these 2 options available to the end Customer if somehow the same phone number can’t be retained while moving premises where the Customer can choose from 1) CALLER REDIRECT is a recorded voice message advising all incoming calls of your NEW phone numbers. This costs £15.99 a month. 2) You can choose to have REMOTE CALL FORWARDING to your new number. This will cost you an additional £30 per month plus the cost of all Diverted calls. New Line Installations are billed at an upfront payment of £54 once off fee. This £54 upfront installation fee for new line installs is refundable & auto credited with the Month 26 invoice if the account is renewed with V4 Telecom post the minimum contract term of 36 Months. The new line install fee of £54 applies to all conversions from a BT Open Reach Line to an LLU Line. LLU to BT Open Reach Line Conversions have an upfront install fee of £99. All Upfront Installation Fees are refunded with the Month 26 invoice as long as the account is renewed with V4 Telecom for the minimum contract length. Direct Debit completion compulsory at point of sale for all Channels. Non Direct Debit Accounts attract a monthly invoice administration fee of £8.99 a month. Non Email Billing Accounts attract a monthly invoice administration fee of £2.99 a month

V4 Telecom Telephone invoices are emailed or mailed to the end customer premise before the 2nd week of each calendar month & fall due on the 19th of each calendar month. Our system processes all Direct Debits available on file authorization mandate from our end user base. Any failed Direct Debit accounts due to reasons like incorrect details or change of details not informed prior & updated on our systems, or lack of sufficient funds to the tune of the reflected amount on the V4 Telecom invoice are given overdue payment reminders post due date before suspension of services occurs. £6 Late Fee Applies to all Unpaid Accounts including Failed Direct Debit Accounts. Unpaid Accounts are suspended from active services on our auto system on or before 33 days from the Bill Issue Date as reflected on your V4 Telecom Invoice. V4 Telecom members regularly get in touch with outstanding accounts via reminder notices and follow up calls to ensure the accounts are upto date before suspension occurs. Suspension of services under our credit control terms are only removed post full payment of the outstanding account has been received on our system and a re connection fee of £20.99 per suspended account has been agreed to be paid onto the next V4 Telecom invoice as a reconnection fee. Accounts, which remain unpaid even post 45 days from Bill Issue date, may have their services fully disconnected and the outstanding account handed over to a debt collection bureau. All published pricing options are exclusive of VAT at all times. Minimum calls set up fee of 20p applies, which would otherwise be less than the minimum charge specified in certain cases. Operator Assist Calls like 100, 155, 195 will be charged depending upon incidence and duration of calls and tend to be usually expensive call types. Calls from Northern Ireland to fixed telephones in the Republic of Ireland will be charged at the appropriate Inland rate. Calls from Northern Ireland to mobile telephones registered in the Republic of Ireland will be charged at the same rate as calls from the rest of the United Kingdom to mobile telephones registered in the Republic of Ireland. Calls to the Channel Islands are charged at National Rate. V4 Telecom Fair & Acceptable Usage Policy applies across all the products & services available from V4 Telecom. Plan Options can’t be changed in the 1st 6 months from Live Date. Post 6 Months from live date, Pricing options can be changed to upgrade or downgrade at no extra admin fees. However any modifications on broadband connections attract a once off fee of £22 payable on your next invoice. SME Fixed Voice Comparisons have been done with a Standard Telephone Line. Doesn’t include any reference to fibre optic lines. Broadband Connection speeds continue to remain dependent on the quality of your Telephone Line, ability of the local change to support the expected speeds and the distance between your business premises and the local exchange. We have the right to restrict broadband connection speeds that exceed 50GB per month unless advised otherwise in the terms of the order as a part of the V4 Telecom Fair & Acceptable Usage Policy. Prices are valid from 01 / 06 / 2014. Any mention of UK Call Rates refers to only calls made to 01, 02, 03 Numbers. Technicolor TG 582N/TG 588 Pro Wireless Routers are available with broadband or fibre connections at a one off price of £54 payable upfront at the point of sale, which also includes cost of router packaging and tracking delivery based on RM 48 Hour Express Delivery. The fee of £54 for the wireless Technicolor TG 582n/TG588 Routers made available on standard broadband or fibre connections from V4 Telecom are refunded with the Month 26 Invoice as long the account is renewed at the end of the minimum contract term of 36 months live on our system. These Technicolor routers have a warranty period of 12 months and conditions may apply on warranty availability. Credit for returned routers if faulty and under warranty period equals to £27 once received at our end onto the following month’s V4 Telecom invoice. Credit for a wireless route no fault found and returned to our stock is £10 onto the following month’s invoice. Credit for a unopened wireless router and “returned to sender” if correct end customer address supplied on our system is £27 and if incorrect end customer address supplied on our system, credit reduced to £17. All such router credits on wireless routers processed onto the following month’s invoice. Broadband Pricing Options may vary depending upon the location of your local exchange. Excess usage on the standard broadband connections are £1 / GB. Point of No Return (PONR) on broadband orders are 16.00 hours on the date before the day of delivery and connection going live which is usually 14 days from the date of submission of the order on our system. Early Cancellation Upto PONR is £45 on your next invoice. Late cancellation after PONR has an early cancellation fee of £99 on your next invoice. Any modifications requested before the date of delivery on a broadband order has a modification fee of £22 on your next V4 Telecom invoice. Any broadband bundles with a standard line requested not be renewed beyond the minimum contract term of 36 months has a Cease fee of £11 on the very next invoice. Any cancellations during the minimum contract term on any of our Products or Services has an early termination fee of £299 payable within 14 days from the date of requested cancellation to V4 Telecom. Any cease of Telephony Services requested during the minimum contract term applies a cease fee of £79.99 added to the next invoice before any services are ceased. Standard broadband speeds are upto 24 Mbit down and upto 1.3Mbit up on SME Bundles and SME Broadband Only and can very depending upon the location of your local exchange and other factors. Speeds on the BT 21CN type service are also the same being upto 24 Mbit down and upto 1.3Mbit up and can very depending upon the location of your local exchange and other factors. Speeds on the BT IP stream service type are generally around upto 8Mbit down and upto 448Kbit up and can vary depending upon a host of factors. Standard Fibre speeds are upto 40 to upto 80 Mbit down and upto 10 to upto 20 Mbit down depending upon the monthly tariff option chosen and a host of other related factors. There can be a migration fee of £22 on broadband connections when moving from another provider to V4 Telecom or a new activation fee of £54 for a new telephone line when setting up a new broadband connection on it. There is a cease of service fee during the minimum contract term of 36 months or after the end of the term of £11 if request for cease of services is registered on our systems. Expediting Business Fibre connection installations or expediting repair requests on existing fibre connections from V4 Telecom have an additional fee of £250 payable upfront at the point of submission of order. Special Faults Investigations requested on broadband connections can range between £115 to £195 depending upon the nature of the special faults. Business Fibre Connections from V4 Telecom on the BT Fibre backbone have an upfront set up fee of £99 payable at the point of submission of the order for migration of existing fibre connections based on the BT fibre backbone or setting up a new fibre connection. There is a 14-day cooling off period followed on all verbal orders. You have the right to cancel via fax, email, phone or in writing to us. Please visit the CONTACT page for our contact details or simply drop in an email with “CANCEL MY ORDER” with your contact details to support@v4telecom.co.uk. Cancellation or Early Termination Fees before the minimum contract term is over on any V4 Product or Service is the minimum fee per month times the remains months left in the minimum contract term. All cancellation fees are payable within 14 days from date of cancellation to V4 Telecom to facilitate transfer to any other provider at the customer end. Please note that on our V4 Telecom Standard Pricing Listing available online, there is a minimum call cost set up fee of 20p unless advised otherwise on the chosen tariff option selected at point of sale on your order. All of the pricing information and tariff options on the V4 Telecom website is purely for view purposes only and exclude any contractual proposition or warranty terms imposed on any of our products or solutions made available to the end customer. Any liability for unintended errors, omissions or any arising resulting loss is expressly disclaimed. All prices exclude VAT, special deals, promotions or deal exchanges at all times across all V4 Telecom products & Services. All V4 Telecom UK new orders must have the use of Direct Debit and Email Billing at the point of order submission. Paper Billing is made available at an additional administration fee of £2.99 per month. V4 Telecom members can’t be held liable for any incorrect billing arising out of incorrect order or service or contact or email details being supplied and any V4 Telecom liabilities in this area is expressly disclaimed & withheld herewith

I authorise

  • The mobile/local telephone number(s) referred to in this form to be ported to V4 Telecom.
  • The information provided in this form to be used for porting, the routing of calls or in association with the delivery of telecommunications services, for customer and network fault management and complaint handling. [and for the information provided to be used by the emergency services, and law enforcement agencies for their lawful operations]

I acknowledge that

  • I have authority to request the porting of the number(s) referred to in this form
  • I have been advised of, and accept, the following:
    1. I am porting the number(s) referred to in this form from my current carrier/service provider to V4 Telecom. By porting the number(s) referred to in this form, the service(s) currently associated with the number(s) will be disconnected by my current carrier/service provider and may result in finalisation of the account for the service(s).
    2. I may continue to have outstanding obligations to my current carrier/ service provider and it is my responsibility to check the terms and conditions of the contract with my current carrier/service provider in relation to the number(s) I wish to be ported.
    3. Although I have the right to port my number(s), there may be costs and obligations associated with the port, which may include early termination fees and porting fees.
    4. After porting my number(s) to V4 Telecom, some services currently associated with my number(s) today may not be supported by V4 Telecom

Please note that

  • Any changes to your request to port your number(s) may impact your ‘ready for service’ date
  • After the port activation process has begun (the cutover to V4Telecom) it must be completed
  • A subsequent porting request will be required to change part or all of your current request

ABI Business Services Limited Trading as V4 Telecom in United Kingdom

LOCAL LINE RENTAL OR LINE WITH CPS (CALL TRAFFIC)TERMS OF BUSINESS FOR THE V4 TELECOM END USER

These Terms and Conditions apply, where applicable, in conjunction with the V4 Telecom Broadband Terms and Conditions, Broadband Bundle Terms and Conditions, all pricing options on our website and advertising material and also our Fair & Acceptable Usage Policy, as detailed on www.v4telecom.co.uk

1. Definitions “Access Provider” shall mean the company that provides the physical telephone line(s) to Customer and associated telephone number(s). “Affiliate” shall mean a holding company, group company, or subsidiary direct or indirect, or a company which is under the common control with the company concerned. “Agreement” shall mean these outlined terms and conditions, V4 Telecom tariff options for the Line Rental or Line Rental with CPS and the Customer New Order Sign Up Form which together constitute a legally binding agreement between V4 Telecom and the End user (“Customer”). The Agreement shall come into force once the Customer commences to use the Service as determined by our system (“Billing Start Date”). V4 Telecom reserves the right to amend the Terms and Conditions of this Agreement from time to time. “Ancillary Services” means any form of Value Added Services on the set of services in use at the end user premises including but not limited to call management services such as call waiting, call forwarding or similar services applied to the telephone line and including CPE, rental products for example telephone fixtures and accessories. “Carrier Pre-Selection” or “CPS” shall mean the service whereby the Customer is able to pre-select a service provider other than the Access Provider for his or her telephone calls according to the all calls option ‘All Calls”. “Charge” means the monthly charge payable by the Customer to V4 Telecom to obtain the Services. “Contract” means a binding agreement between you and V4 Telecom for the provision of any Service for which you agree to enter into a Contract “CPE” means customer premises equipment. “Customer” shall mean the person using the Service (“Customer” or “you”). You may only obtain the Services if you are an existing CPS only customer of V4 Telecom or new telephone Customer of V4 Telecom selecting both this service and CPS. “Equipment” means a telephone or other service provider equipment, including any modem or filters, that is located on the Customer’s premises, “Fair & Acceptable Usage Policy” shall mean the usage policy as displayed on V4 Telecom web site at www.v4telecom.co.uk. (or available on request to the V4 Telecom Customer Retention Team). This policy may be amended by V4 Telecom from time to time. “Line Maintenance” means the maintenance of the line in relation to faults or additional fixtures and accessories. “Minimum Period Agreement or Contract ” means a period of 24 or 36 or 48 months commencing from the Start Date, depending on the Contract agreed on which service selected. “Network” shall mean the telecommunications system owned and operated by any third party telephone network provider that V4 Telecom may contract with. ” V4 Telecom “, “we”, or “us” shall mean the provider of the Service, which is V4 Telecom, whose registered address is 228 Widdrington Rd, Coventry CV1 4PB. “Service” shall mean the Service, the Ancillary Services, CPS, Single Bill Service, Broadband or any other Service that V4 Telecom may offer from time to time. “Single Bill Service” means the service package whereby the Customer can opt for “all Calls” CPS in tandem with single bill including all call types, line rental and Ancillary Services in accordance with the regulations governing such service set out by Ofcom and any other amending or additional regulations or legislation or Codes of Practice applicable to Single Bill Service. “Start Date” means the date when the Broadband Service is first made available to you or when you first start to use the service, whichever is earlier “Customer Authorisation” means the agreement made between the customer and V4 Telecom for provision of the Service. This agreement can be printed, electronic, verbal, or other methods as approved by regulation. “Rate Sheet” means the printed document which includes information concerning the charges for the Service This Rate Sheet may not be a full itemisation of all charges applicable to the Services provided by V4 Telecom and also may change from time to time.

2. Service
2.1. For technical, operational and commercial reasons we shall be entitled to vary the Service and any aspect thereof at any time.
2.2. The Customer shall have the right to cancel this sign up Agreement within 14 days from the date of sign up as specified on this form made depending upon the format and the go to market channel format or other such period and in a manner as specified by regulations applicable to the method of Customer Authorisation to transfer or install new services between V4 Telecom and the Customer. Early Termination Fee applies for all cancellations received post 14 Days irrespective of the “Billing Start Date”.

3. Any Service will be charged in accordance with the rates and methods provided to the customer. These charges may be provided in a Rate Sheet, our web site, by contacting V4 Telecom l Customer Support, by any other methods if available, or within these Terms and Conditions.

4. Use of the Service – General
4.1 The Customer undertakes not to use the Service, the Single Bill Services or the Equipment (collectively the Service):
4.1.1 for any improper, immoral or unlawful purpose, nor cause any nuisance by the use of the Service, nor allow others to use the Service for any of the foregoing purposes; or
4.1.2 for the transmission of any material which is, may be or is intended to be a hoax or is of a defamatory, offensive, abusive, obscene or menacing nature; or
4.1.3 for the infringement of intellectual property rights or trade secrets of another party; or
4.1.4 for the processing of automated personal data as defined in the Data Protection Act, 1988.
4.1.5 in a manner which in the opinion of V4 Telecom in it’s absolute discretion makes abnormal demands on the Service or V4 Telecom Network or facility from a single connection.
4.2 You shall ensure that all persons having access to the Service comply with the terms and conditions herein stated.
4.3 You are bound to observe the confidentiality of the connection details and are therefore responsible for the security thereof.
4.4 You shall observe the provisions of V4 Telecom Fair & Acceptable Usage Policy as amended from time to time.
4.5 You shall ensure that all Equipment provided by you for accessing the Service is maintained and kept in good working order.
4.6 You shall comply and are bound by all conditions of the licence under which the Equipment is provided.
4.7 You shall comply with all reasonable instructions given to you by us in relation to the use of the Services.
4.8 You shall inform V4 Telecom of change of name, address, email address and/or telephone number or change of ownership on the account via a completed signed form on our website available as a download via echosign email, Fax or Mail.
4.9 You shall indemnify and hold us harmless against all liabilities, claims, damages, losses, expenses and proceedings howsoever arising from or in any way connected with the use of the Service by anyone

5. Liability
5.1 We shall use all reasonable endeavours to ensure that the Service is available for use by you in accordance with the standards for the time, being relating to the Service as set out in V4 Telecom service literature, but shall not be liable for any delay, failure, interruption, or deterioration therein, howsoever arising.
5.2 V4 Telecom shall make reasonable efforts to prevent unauthorised access to the Service by third parties but shall have no liability to the Customer for any unauthorised access to the Customer’s Equipment or premises.
5.3 We shall not be liable for any loss or damage of any kind caused by the failure of the Service or Equipment due to the incompatibility with the Service of hardware, software, and/or equipment supplied by you. Neither shall any third party, including without limitation, any other telecommunications company with whom V4 Telecom or any of its Affiliates have entered into arrangements with for the provision of Services, networks, equipment, or rights of passage, have any liability to you, howsoever arising, as a result of the failure, interruption or delay connected with or involving any of the aforementioned.
5.4 We shall not be liable to you or any third party in contract, tort or otherwise for any financial loss whatsoever or for any indirect or consequential loss howsoever arising in relation to the use of the Service or the Equipment or any failure or error or default by us in the provision thereof, or otherwise in connection with this Agreement. Without prejudice to the generality of the foregoing, any and all liability arising under the Sale of Goods and Supply of Services Act 1980 is excluded to the fullest extent permitted by law.
5.5 We shall have no liability under this Agreement for the acts and omissions of other telecommunication operators.
5.6 We shall not be liable for claims arising out of a breach in the security or privacy of messages transmitted using the Service provided by us unless the breach results from a wilful act or omission of V4 Telecom or its employees.
5.7 This Clause 5 shall continue to apply notwithstanding the termination of this Agreement or any of the applicable Terms of Business.

6. Terms and Termination
6.1 Unless in Contract the Customer may cancel this Agreement at any time. If you cancel your account, V4 Telecom may not cancel the connection and you must contact the new Access Provider to have your calls, local line rental and Broadband transferred to the new Access Provider.
6.2 V4 Telecom may terminate this Agreement at any time without reason. Notwithstanding such termination any Customer of the Service who seeks to terminate shall be liable to pay for any outstanding or incurred charges for the Service, including termination charges if within the Minimum Period Agreement. If V4 Telecom terminates the Service for any reason, the Customer shall only be obligated to pay his, her or its actual charges up to the date of termination by V4 Telecom.
6.3 Without prejudice to its rights under this Agreement V4 Telecom shall have the right to terminate this Agreement forthwith by seven days written notice in the event

6. Terms and Termination
6.1 Unless in Contract the Customer may cancel this Agreement at any time. If you cancel your account, V4 Telecom may not cancel the connection and you must contact the new Access Provider to have your calls, local line rental and Broadband transferred to the new Access Provider.
6.2 V4 Telecom may terminate this Agreement at any time without reason. Notwithstanding such termination any Customer of the Service who seeks to terminate shall be liable to pay for any outstanding or incurred charges for the Service, including termination charges if within the Minimum Period Agreement. If V4 Telecom terminates the Service for any reason, the Customer shall only be obligated to pay his, her or its actual charges up to the date of termination by V4 Telecom.
6.3 Without prejudice to its rights under this Agreement V4 Telecom shall have the right to terminate this Agreement forthwith by seven days written notice in the event that you are in material default of any of your obligations under this Agreement. In such case Customer will still be liable for all charges incurred through the date of actual termination of Service. If the Customer breaches the terms of clause 4.1, V4 Telecom may terminate Service immediately without advance notice.
6.4 V4 Telecom shall have the right forthwith to suspend the Service or terminate the Agreement if a Customer fails to pay for the Service in accordance with these credit terms.
6.5 We shall have the right forthwith to terminate the Agreement for due reason, including, but not limited to if:
6.5.1 The Customer is in breach of Clauses 4 and 5 above or of the Equipment contract; or
6.5.2 The Customer is in breach of any term of the Agreement or any information supplied by the Customer to V4 Telecom is false or misleading; or
6.5.3 We are obliged to comply with an order, instruction or request of Government, the Director of ofcom, an emergency service organisation or other competent authority ;or
6.5.4 You are suspected of involvement with fraud or acts, which are of defamatory, offensive, abusive, obscene, menacing, unsuitable or unlawful character in connection with use of the Service.
6.5.5 If for technical reasons it is not possible to provide the Service.
6.6 The Termination of this Agreement or default of the Customer hereunder shall not affect any obligation of the Customer under the Equipment contract

7. Force Majeure In the event of Force Majeure, neither party shall be held in breach of its obligations hereunder (except in relation to obligations to make payments) nor be liable to the other party for any loss or damage which may be suffered by the other party due to any cause beyond its reasonable control including, without limitation, any act of God, war, terrorist act, failure, interruption of power supplies, flood, drought, lightning or fire, strike, lockout, trade dispute or labour disturbance, acts or omissions of Government, highway authorities or other circumstances beyond the control of the parties

8. Transfer of Line Where
8.1 The Customer wishes to terminate an agreement in respect of the Service with V4 Telecom; and the new Customer is willing to accept liability for the Service provided by V4 Telecom to the Customer on terms which are acceptable to V4 Telecom, consistent with the V4 Telecom terms and conditions for such Service, V4 Telecom may transfer the Service to the new Customer

9. Assignment
9.1 V4 Telecom may assign this Agreement to any party without consent of Customer.
9.2 Customer shall not assign this Agreement in whole or in part without prior written consent of V4 Telecom.

10. No Waiver
10.1 Failure by either party to exercise or enforce any right conferred by this Agreement shall not be deemed to be a waiver of any such right and does not operate so as to bar the exercise or enforcement thereof, or of any such right or any other right on any later occasion.
10.2 Any deficiency in the Customer’s authority to avail of the Service or to use the Equipment shall not preclude reliance by V4 Telecom on any of its rights under this Agreement

11. Notices
11.1 V4 Telecom shall send all notices either to the Customer’s billing address as provided on registration or place same on the V4 Telecom web page (www.v4telecom.co.uk) or via electronic mail as well.
11.2 V4 Telecom address for service of any notice hereunder shall be such address as appears on the last written correspondence rendered to the Customer or such other address as may be prescribed by V4 Telecom for the purpose.
11.3 All written correspondence from V4 Telecom shall be deemed served 48 hours after posting or on earlier proof of deliver

12. Data Protection and Credit Checking
12.1 In accordance with the provisions of the Data Protection Acts 1988 and 2003 (the “Acts”), any information (such as contact and direct debit details) obtained by V4 Telecom or through the use of the Service the Single Bill Service or the Equipment and (subject to the right of the Customer to request otherwise) may be used by V4 Telecom to identify other products and services, which may be offered to the Customer by V4 Telecom or selected third parties.
12.2 In accordance with the Acts and the Carrier Pre-Selection Code of Practice, any information obtained by V4 Telecom through an application for or the use of the Service may be accessed and used by V4 Telecom and its Affiliates for the purposes of accurate billing, efficient operation and the provision and administration of the Services. By signing the [customer application form]1 the Customer shall be deemed to have given consent for the use of his/her information for such purposes. The use of such information for purposes other than administration and operation shall be subject to the Customer’s consent
12.3 Any information so obtained from the Customer may be transferred and disclosed by V4 Telecom to parties (including internationally) for the provision and administration of the Service, the Single Bill Service, the Equipment or to any third party who assumes the rights of V4 Telecom under this Agreement. The Customer’s information may also be disclosed to credit reference or, credit collection agencies in connection with Service.
12.4 You may request a copy of the information V4 Telecom holds about you. V4 Telecom may charge a fee for this which will not exceed GBP6.35. Customer may also access his/her data, have changed any inaccuracies, object to the use of data and block any specific uses, by means of a request in writing to V4 Telecom

13. Miscellaneous
13.1 If any provisions of the Agreement are held to be unenforceable, illegal or void in whole or in part the remaining portions of the Agreement shall remain in full force and effect.
13.2 This Agreement shall be governed by and construed in accordance with English law and the parties hereby submit to the exclusive jurisdiction of the English courts.

Free Fixed Voice to Mobile Calls

The following terms supersede the referenced “V4 Terms Of Business Last Version Updated On 28.08.2014″. Where there is any conflict between this appendix and V4 Terms Of Business, the former shall prevail until further notice.

This offer entails that for all end users of V4 Telecom (UK) signed up as a new order effective 01.10.2014, the calls made from the eligible Fixed Voice CLI (EFLN) and the Eligible Mobile Number (EMN) will be free of charge in the following month from the month both the connections went live successfully billing under the same account . This offer can’t be applied to orders coming live on our systems prior to 01.10.2014 keeping in mind that it does take up to 3 weeks to bring new services live onto our systems, provided no restrictions exist of up to the allowed 120 days exist with Current Supplier on Contract End Dates. This offer can’t be combined with any other Offers or Promotions coming in from V4 Telecom (UK).

Eligible Fixed Line Number (EFLN) – The End User’s CLI billing successfully and live on V4 Systems, and making successful outbound calls. V4 reserves the right to withdraw this offer to those CLIs which belong to outstanding accounts beyond our standard 14 day Credit Terms or aren’t successfully live with us during the calendar month billing period process.

Eligible Mobile Number (EMN) – The End User’s Mobile Connection under our product type “SME Mobiles”, for which the call charges and service related items are charged by V4 Telecom alongside the EFLN under the same account and is approved by V4 Telecom to receive this offer. Any Mobile Accounts with outstanding beyond our standard 14 day credit terms are not eligible for this offer.

Limitations to this Offer:

1.0 In the month in which the eligible EMN is added to the V4 Telecom Account to apply this offer of free calls from a Fixed Voice CLI, call charges will be free in the following billing calendar month for this EMN
2.0 In the month in which the eligible EMN is removed from the V4 Telecom Account, call charges for all calls from the EFLN to the EMN will be applied to this account under the same billing calendar month.
3.0 All applied charges and credits will be shown only under the service summary section of the EFLN on a V4 Telecom Customer Invoice.
4.0 Period of Validity: This Appendix will continue to stay in force from the marked date above for each EMN and this offer can be removed without any prior notice to the End User.
5.0 V4 Telecom reserves the right to restrict or limit the addition of the EMN to the relevant V4 Telecom Account without any prior notice to the End User, if any discrepancies to the above terms are found or the offer is withdrawn as a whole. The End User can view the call charges being applied from the EFLN to the EFM if offer is withdrawn on his online account 24 hours a day, 7 days a week including from Mobile Devices.
6.0 V4 Telecom reserves the right to withdrawn the EMN from this offer if its found to be live on our systems before the marked date above under the same account.
7.0 Fair Usage as a V4 Telecom End User is pre defined per account at 600 minutes worth of calls from the EFLN to the EMN. If usage at the End User’s Account is repeatedly in excess of this limit, V4 Telecom may remove this offer from the End User’s Account without prior notice
8.0 Fair Usage is also defined to be no more than 50% of the minutes currently used from the EFLN to the EFM. Failure to comply with this may result in removal of this offer from the V4 Telecom Account
9.0 No Variations in the above business rules will be valid unless signed by the V4 Telecom Management in writing

The End User, by reading the above Terms, agrees to comply with the same in full letter and spirit on all V4 Telecom Accounts. Errors & Omissions Exempted, and Regretted if any.

There is a monthly fee of £3.99 applied to non NGN Compatible Lines depending upon your phone line type, exchange location and host of other factors which don’t support NGN type Broadband connections, charge code is Non NGN LLU Monthly Surcharge

V4 Phone Maintenance:

Customers who have been supplied Phone Systems from V4 will be on free Maintenance for the 1st 12 months of their Lease Term unless specified otherwise. This Maintenance monthly fee is charged to the monthly V4 Invoice. This maintenance monthly fee gets billed based upon the number of extensions in use by the Customer. The Maintenance monthly fee covers Remote diagnostics, all system engineer labour time during Business Hours excluding Bank Holidays, except of course during events initiated at your end, for e.g. Relocation of your Business which is paid for by the Customer, and Telephone System manufacturer parts. (This Maintenance cover excludes DECT Phones, External Cabling, or any 3rd party add on equipment or software). Please refer to the below Maintenance Rate Card Table & additional Terms for further information. Alternatively, You may also want to speak to your Account Manager which can be arranging by ringing our Customer Support Helpdesk during Business Hours Mondays to Friday.

V4 Maintenance Rate Card:

Description V4 Maintenance Bundle 1 V4 Maintenance Bundle 2 V4 Maintenance Bundle 3
Number of Extensions 1-10 1-20 1-50
Monthly Maintenance Fee £34.99 £49.99 £59.99

Admin fee list

CHARGE CODE AMOUNT
LATE FEE PER INV £6 per failed due date invoice per month, automatically applied to next invoice if not paid with outstanding
DD DISHONOUR £8.99 per dishonored DD Invoice per month, automatically applied to next invoice if not paid with outstanding
SUSPENSION REMOVAL £20.99 each suspension removal each instance, automatically applied to next invoice if not paid with outstanding
CARD PAYMENT 2.45%, 3.45% on Amex Cards per card payment irrespective of payment value
PAPER BILL £2.99 per paper bill per month
CEASE SERVICE £11 – £79.99 per service in each instance depending upon service type, automatically applied to next invoice if not paid with outstanding
OUTGOING CALLS £1.99 per barred service per instance, automatically applied to next invoice if not paid with outstanding
RECURRING CARD PAYMENT £2.99 Per Month Per Invoice irrespective of invoice value
DISCONNECT REMOVAL (TOS) £20.99 per disconnected instance, automatically applied to next invoice if not paid with outstanding
NON DD FEE – MANUAL CHARGE PAYMENT £8.99 All payments made using a payment method other than DD will incur this surcharge, which is automatically applied to next invoice if not paid with outstanding
RE SUBMIT DD £6 per re submitted DD per instance, automatically applied to next invoice if not paid with outstanding
Non LLU NGN Surcharge £3.99 Per Month
Unlimited BB Surcharge £1.99 Per Month, This is a charge applicable should you require your broadband to be unlimited usage on selected services
Missed Appointment Charge £115.00 This charge is applicable in the event that an engineer appointment is arranged and you fail to be available for the engineer to access your premises.
Claim Debt Recovery Costs £40.99 In the event that we need to invoke debt recovery actions, we will also claim this value back for the services utilised to reclaim unpaid debts.
Re-Instate a ceased line £79.99 Should you request your line and then need to re-instate it, then this is the charge applicable for reactivation of your line.

A condensed guide to the use of your personal information by V4 Telecom and at Credit Reference and Fraud Prevention Agencies

1) When you apply to us to open an account, this organisation will check the following records about you and others (see 2 below)

  • a) Our own;

  • b) those at credit reference agencies (CRAs). When CRAs receive a search from us they will place a search footprint on your credit file that may be seen by other lenders. They supply to us both public (including the electoral register) and shared credit and fraud prevention information.

  • c) those at fraud prevention agencies (FPAs).

We will make checks such as; assessing this application for credit and verifying identities to prevent and detect crime and money laundering. We may also make periodic searches at CRAs and FPAs to manage your account with us.

2) If you are making a joint application or tell us that you have a spouse or financial associate, we will link your records together so you must be sure that you have their agreement to disclose information about them. CRAs also link your records together and these links will remain on your and their files until such time as you or your partner successfully files for a disassociation with the CRAs to break that link.

3) Information on applications will be sent to CRAs and will be recorded by them. Where you borrow from us, we will give details of your accounts and how you manage it/them to CRAs. If you borrow and do not repay in full and on time, CRAs will record the outstanding debt. This information may be supplied to other organisations by CRAs and FPAs to perform similar checks and to trace your whereabouts and recover debts that you owe. Records remain on file for 6 years after they are closed, whether settled by you or defaulted.

4) If you give us false or inaccurate information and we suspect or identify fraud we will record this and may also pass this information to FPAs and other organisations involved in crime and fraud prevention.

5) If you have borrowed from us and do not make payments that you owe us, we will trace your whereabouts and recover debts.

6) We and other organisations may access and use from other countries the information recorded by fraud prevention agencies.

7) Your data may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law or where permitted under the terms of the Data Protection Act 1998.

How to find out more

You can contact the CRAs currently operating in the UK; the information they hold may not be the same so it is worth contacting them all. They will charge you a small statutory fee.


Call Credit , Consumer Services Team, PO Box 491, Leeds, LS3 1WZ or call 0870 0601414

Equifax PLC, Credit File Advice Centre, PO Box 3001, Bradford, BD1 5US or call 0870 010 0583 or log on to  www.myequifax.co.uk

Experian, Consumer Help Service, PO Box 8000, Nottingham NG80 7WF or call 0844 4818000 or log on to  www.experian.co.uk

Important Data Protection: Guide to the use of your personal data by V4 Telecom and Credit Reference and Fraud Prevention Agencies

Q: What is a credit reference agency?
A: Credit reference agencies (CRAs) collect and maintain information on consumers’ and businesses’ credit behaviour, on behalf of organisations in the UK.


Q: What is a fraud prevention agency?
A: Fraud Prevention Agencies (FPAs) collect, maintain and share, information on known and suspected fraudulent activity. Some CRAs also act as FPAs.


Q: Why do you use them when I have applied to your organisation?
A: Although you have applied to us [organisation name] and we will check our own records, we will also contact CRAs to get information on your credit behaviour with other organisations. This will help us make the best possible assessment of your overall situation before we make a decision.


Q: Where do they get the information?
A: • publicly available information:

- The Electoral Register from Local Authorities

- County Court Judgments from Registry Trust.

- Bankruptcy (and other similar orders) from the Insolvency Service.

• Fraud information may also come from fraud prevention agencies.

• Credit information comes from information on applications to banks, building
societies, credit card companies etc and also from the conduct of those accounts.

Q: How will I know if my information is to be sent to a CRA or FPA?
A: You will be told when you apply for an account if your application data is to be supplied. The next section of this leaflet will tell you how, when and why we will search at CRAs and FPAs and what we will do with the information we obtain from them. We will also tell you if we plan to send payment history information on you or your business, if you have one, to CRAs. You can ask at any time the name of CRAs and FPAs.


Q: Why is my data used in this way?
A: We and other organisations want to make the best possible decisions we can, in order to make sure that you, or your business, will be able to repay us. Some organisations may also use the information to check your identity. In this way we can ensure that we all make responsible decisions. At the same time we also want to make decisions quickly and easily and, by using up to date information, provided electronically, we are able to make the most reliable and fair decisions possible.


Q: Who controls what such agencies are allowed to do with my data?
A: All organisations that collect and process personal data are regulated by the Data Protection Act 1998, overseen by the Information Commissioner’s Office. All credit reference agencies are in regular dialogue with the Commissioner. Use of the Electoral Register is controlled under the Representation of the People Act 2000.


Q: Can just anyone look at my data held at credit reference agencies?
A: No, access to your information is very strictly controlled and only those that are entitled to do so, may see it. Usually that will only be with your agreement or (very occasionally) if there is a legal requirement.


Please read this section very carefully, it will vary from lender to lender

What we do:

1) When you apply to us to open an account, this organisation will :

a) Check our own records for information on:

i) Your personal accounts;

ii) and, if you have one, your financial associates’[1] personal accounts;

iii) if you are an owner, director or partner in a small business[2] we may also check on your business accounts.

b) Search at credit reference agencies for information on:

i. Your personal accounts:

ii. and, if you are making a joint application now or have ever done the following we will check your financial associates’ personal accounts as well:

- previously made joint applications

- have joint account(s);

- are financially linked[3];

iii) [very occasionally if there is insufficient information to enable us to assist you, we may also use information about other members of your family [4];

iv) if you are a director or partner in a small business we may also check on your business accounts;

c) Search at fraud prevention agencies for information on you and any addresses at which you have lived and on your business (if you have one)

 

2) What we do with the information you supply to us as part of the application:

a) Information that is supplied to us will be sent to the credit reference agencies.

b) If you are making a joint application or tell us that you have a spouse or financial associate, we will:

i) Search, link and/or record information at credit reference agencies about you both.

ii) Link any individual identified as your financial associate, in our own records

iii) Take both your and their information into account in future applications by either or both of you.

iv) Continue this linking until the account closes, or is changed to a sole account and one of you notifies us that you are no longer linked.


So you must be sure that you have their agreement to disclose information about them.


c) If you give us false or inaccurate information and we suspect or identify fraud we will record this and may also pass this information to fraud prevention agencies and other organisations involved in crime and fraud prevention.

d) Your data may also be used by us to offer you other products, but only if you have given your permission. That will be on the front of any form that you have completed.

3) With the information that we obtain we will:

a) Assess this application for credit and/or;

b) Check details on applications for credit and credit related or other facilities

c) Verify your identity and the identity of your spouse, partner or other directors/partners and/or;

d) Undertake checks for the prevention and detection of crime, fraud and/or money laundering.

e) We may use scoring methods to assess this application and to verify your identity.

f) Manage your personal and/or business account (if you have one) with ourselves.

g) Undertake periodic statistical analysis or testing to ensure the accuracy of existing and future products and services.

h) Any or all of these processes may be automated.

4) What we do when you have an account:

a) Where you borrow or may borrow from us, we will give details of your personal and/or business account (if you have one), including names and parties to the account and how you manage it/them to credit reference agencies.

b) If you borrow and do not repay in full and on time, we will tell credit reference agencies.

c) We may make periodic searches of our own group records and at credit reference agencies to manage your account with us, including whether to make credit available or to continue or extend existing credit. We may also check at fraud prevention agencies to prevent or detect fraud.

d) If you have borrowed from us and do not make payments that you owe us, we will trace your whereabouts and recover debts.

What Credit Reference and Fraud Prevention Agencies do

5) When credit reference agencies receive a search from us they will:

a) Place a search “footprint” on your credit file whether or not this application proceeds. If the search was for a credit application the record of that search (but not the name of the organisation that carried it out) may be seen by other organisations when you apply for credit in the future.

b) Link together the records of you and anyone that you have advised is your financial associate including previous and subsequent names of parties to the account. Links between financial associates will remain on your and their files until such time as you or your partner successfully files for a disassociation[5] with the credit reference agencies.

6) Supply to us:

c) Credit information such as previous applications and the conduct of the accounts in your name and of your associate(s) (if there is a link between you – see 1b above) and/or your business accounts (if you have one).

d) Public information such as County Court Judgments (CCJs) and bankruptcies.

e) Electoral Register information.

f) Fraud prevention information.

7) When information is supplied by us, to them, on your account(s):

a) Credit reference agencies will record the details that are supplied on your personal and/or business account (if you have one) including any previous and subsequent names that have been used by the accountholders and how you/they manage it/them.

b) If you borrow and do not repay in full and on time, credit reference agencies will record the outstanding debt.

c) Records shared with credit reference agencies remain on file for 6 years after they are closed, whether settled by you or defaulted.

8) How your data will NOT be used by credit reference agencies:

a) It will not be used to create a blacklist.

b) It will not be used by the credit reference agency to make a decision.

9) How your data WILL be used by credit reference agencies:

a) The information which we and other organisations provide to the credit reference agencies about you, your financial associates and your business (if you have one) may be supplied by credit reference agencies to other organisations and used by them to

i) Prevent crime, fraud and money laundering by, for example checking details provided on applications for credit and credit related or other facilities

ii) Check the operation of credit and credit-related accounts

iii) Verify your identity if you or your financial associate applies for other facilities.

iv) Make decisions on credit and credit related services about you, your partner, other members of your household or your business.

v) Manage your personal, your partner’s and/or business (if you have one) credit or credit related account or other facilities.

vi) Trace your whereabouts and recover debts that you owe.

vii) Undertake statistical analysis and system testing.

10) How your data may be used by fraud prevention agencies:

a) The information which we provide to the fraud prevention agencies about you, your financial associates and your business (if you have one) may be supplied by fraud prevention agencies to other organisations and used by them and us to : -

i) Prevent crime, fraud and money laundering by, for example;

(1) Checking details provided on applications for credit and credit related or other facilities

(2) Managing credit and credit related accounts or facilities

(3) Cross Checking details provided on proposals and claims for all types of insurance.

(4) Checking details on applications for jobs or when checked as part of employment

b) Verify your identity if you or your financial associate applies for other facilities including all types of insurance proposals and claims.

c) Trace your whereabouts and recover debts that you owe.

d) Conduct other checks to prevent or detect fraud

e) We and other organisations may access and use from other countries the information recorded by fraud prevention agencies.

f) Undertake statistical analysis and system testing.

11) Your data may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law or where permitted under the terms of the Data Protection Act 1998.

12) Your data may also be used to offer you other products, but only where permitted

[1] A financial associate will be someone with whom you have a personal relationship that creates a joint financial unit in a similar way to a married couple. You will have been living at the same address at the time. It is not intended to include temporary arrangements such as students or rented flat sharers or business relationships.

[2] A small business is defined as an organisation which might be sole trader, partnership or a limited company that has three or less partners or directors.

[3] Credit reference agencies may link together the records of people that are part of a financial unit. They may do this when people are known to be linked, such as being married or have jointly applied for credit or have joint accounts. They may also link people together if they, themselves, state that they are financially linked.

[4] Exclude this if the application is being processed as opted-out.

[5] Financial associates (see 1 a) iii) may “break the link” between them if their circumstances change such that they are no longer a financial unit. They should apply for their credit file from a credit reference agency and file for a “disassociation”.

What our
customers are saying

you were able to help in a timely, efficient and friendly manner. I would rate the experience a 9 out of 10, highly recommended.
- ANDREW SCAWEN
[4/5] so helpful & giving me follow up call to check everything was work
- VALERIE ASSAN
Were we able to answer all your queries in a timely manner?
- yes
On a scale of 1 to 10. How would you rate your experience. 1 being poor and 10 being the best:
- 8
Your comments:
- good service, team was trying very hard to fix our phone problems.
- Woraphat Onthong
My rating for your service is 10 because the lovely man Sam did not stop until he solved my problem thank you very much
- Sheila Morrison
My problem was resolved very quickly and I would like to score you 10 for the way you dealt with me and your truly professional manner
Many thanks
- Brian Davis
I would like to thank you for your excellent help this morning. You were very patient with me. I really appreciated your help
Excellent work
- Lucille Terry
10 very good
- Charlie Hentschel
10.
Great to talk to a person who knows their job.
- Jed Hollamby
Answers to A/C query satisfactorily answered.
Difficulty accessing my V4 A/c solved with new Webmail user name and password.
No outstanding problems. Thank you for your attention.
- Brian Makin
The service that I have been receiving from you has been 10 Me is not going to deny. Your workers have been polite and helpful and been to me every time I spoke to them! May da one above bless all of you.
- Asma Hussain
Its 10 very happy with gentlemans service v good asset for your company
- Kamran
Today I started a chat with the agent regarding technical issues we were experiencing at 3 Warwick Road, N18 1RR branch and I am totally amazed how efficiently my complain was handled. The chat room staff was knowledgeable and dealt my concerns with astonishing speed. In a space of couple of minutes I received a call from technical support staff of V4 telecoms who took this complaint with great intention of resolving the risen issue with the line.
Many thanks and I wish your prompt and efficient services to last forever as surely it is very beneficial to the customers' satisfaction.
- Syed Bokhari
Were we able to answer all your queries in a timely manner? YES
On a scale of 1 to 10. How would you rate your experience. 1 being poor and 10 being excellent: 10
Any Further comments: VERY SATISFIED THANKYOU
- Philip Harris
"My questions were looked into and answered very acceptably in a timely manner. My rating is 9 due to a slightly long call but all fine. Thank you for sorting things out for me."
- Rev'd Kim Weeks
"10 very satisfied Sam was very pleasant and helpful also very patient great service thank you"
- Mrs. Lillian Nester Richards
"Am very satisfied with your service and on a scale of 1/10 award your and the company a 10"
- David
"10, EXCELLENT SERVIVE FROM SAM. CAN NOW CONNECT TO BROADBAND"
- Mrs Julia Holt
"My questions were answered with out delay all I wanted to know and I give it10 it was nice to speak to you and thank you for your help"
- Brenda Moore
"Sabita was charming, polite and efficient. "
- James
"Thanks to Soumen Sancar for his patience and help for two OAP's who were completely useless at using a coputer. He was absolutely marvellous and kind to us during the session this morning.. Terry and Pat Mcloughlin."
- Pat Mcloughlin
"I have had many problems since changing my broadband to v4telecom, but I have been very impressed with Swarnava Chakraborty alias Sam. Sam has been extremely helpful throughout and the professional approach he showed toward me through this problematic experience is highly commendable. I hope this helpful approach continues throughout my contract with v4telecom. "
- Alan Burke
"Yes Royce was informative and friendly and helpful"
- Deborah Hargreaves
"Hi Justin, Thank you very much for your help and time. The customer service representative was very helpful and resolved my issue. So far my queries were answered in a very polite and manner ways. Out of 10- it's being the best! "
- Dr Asel Usupbaeva
"Hello Nisha I could not answer the questions by amendments to your mail So can I say that my answers are yes to those applicable. With respect to a rating it's a difficult question, without more experience I hesitate to give 10. 9 would be reasonable with the comment that it has been the best I have met in dealing with telecom companies. "
- Alan Hazlewood
Thank you so much for the help and support you gave me today with my queries about my Broadband, connection, speed and the 'workings' of my pc You were very helpful, considerate, respectful and attentive to my questions and able to answer and deal with all of them. What a difference this makes to someone of my generation who is not as 'savvy' with the workings of her pc and broadband. I have no hesitation in saying your support was excellent and I will recommend your company to others. 10 out of 10. Thank you again."
"I would like to say thank you for the help you have given me with my telephone and broadband. Pushkar was polite and responded very quickly when I was having difficulties-fixing my problem very efficiently. "
- Jackie
"By using V4 we managed to replace our old equipment with new,get extra hardware for our office extension, and still save a substantial amount on our rental. The whole process was quick, simple and efficient."
- Howard, Managing Director, Polifilm UK
"After having so many issues with the big competitors I decided to look for a local Telecoms firm to supply my business. V4 Telecom provided me with a dedicated account manager who I could call direct and he guided me through the whole process, fantastic!"
- Josie M, Coventry
" Good afternoon,I have just spoken to Bipasha about a query I had and to let you know she was extremely helpful and told me everything I needed to know.I wouldn't have any problem in calling again if I was to be treated in this way. She explained everything I wanted to know. Thank you Bipasha."
- Linda Manigan
"Thank you for helping me to get my internet up and running, and for being patient with a 75 year old lady, slightly deaf and crawling under a big desk, to reach the sockets. I hope all will work well now, and I will not have cause to call on you again"
- Patricia Hills
"V4 Telecom provides my business with phone and broadband and I found them the best value for money around after a lot of researching. Great customer service, always very polite and helpful on the phone/emails offering a lot of technical help and advice."
- Samantha Jordan, Malmesbury
" Dear Nisha,
I must say that I am extremely satisfied in every way. The occasional question I have had to ask has been answered promptly and in full. I have no hesitation in awarding you the maximum score of 10. "
-Michael Cork
" I am writing to inform that your colleague Aditya on customer services provided an exceptional service this evening, 15th March 2016, and corrected our faulty broadband connection.. "
-Dr Kiran Patel
"I would like to say I have found Aditya Chatterjee extremely helpful with the switch from me previous supplier. He has been polite and patient, as I am retired and dont always underdtand everything.He is also very well informed and explains things clearly and is prepared to repeat them several times so that I understand what is involved in the procedure.I am pleased to have switched to V4 and can most definitely recommend Aditya as a service provider.In fact I am so impressed I'm going to look ask for information from him about switching my mobile to V4!"
-Mrs Deenagh Miller
" Phone call made today spoke to Aditya who was polite helpful answered all my queries scores out of ten out of ten "
- Audrey Jones
"Thank you for this quotation Pushkar.I would like to accept it and have therefore instructed the current provider Fuelbroadband to terminate the contract forthwith. As you indicated you will take charge of the transfer and communicate arrangements accordingly. We expect to retain the current telephone number. I want to set up a direct debit account via Santander and will have banking numbers available to discuss at your convenience. Many thanks for the support so far "
-Alan Hazlewood
"I would like to say that Sam was very professional and very helpful. He took me through a step by step process to resolve the Internet problem. I was a great pleasure dealing with Sam. He is a credit to your company, if I have any issues in the future I will be requesting for Sam to deal with it. Many thanks 🙏 "
-Jin Gill