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Terms and Conditions

We know that clear Terms and Conditions is very important to you. We make it our business for it to be as important to us. We aim to be as clear as possible. If your questions are not fully answered by the information below, please email info@switch2cheapercalls.com. We’ll be happy to help. In order to make this information easier to read, we have organised it into a series of headings. Simply click on a subject to go straight to it or scroll through the page for full details.

PART 1 – GENERAL

1. About your Agreement with us
In these Terms and Conditions we refer to Switch2CheaperCalls as “us”, “we” or “our” and we refer to you as “you” and “your”. When we refer to our “Service” or “Services”, we mean whichever of Home Saver®, Home Saver Anytime®, Home Saver International®, Broadband Standard, Broadband Extra and/or New Line Provision that you have asked us to provide.

Your agreement with us (“Agreement”) includes the following documents:

  • this document (“Terms and Conditions”);
  • the form completed by you (or on your instructions) giving us your details and telling us which part(s) of the Service you agree to receive and how you agree to pay for them (“Order Form”);
  • the latest list of our charges for the Service (“Price List”);
  • latest policy setting out how we collect and use your personal information (“Privacy Policy”); and
  • if you are a Switch2CheaperCalls® Home Saver or Switch2CheaperCalls® Broadband customer, our latest policy which tells you the standards of conduct that you are required to meet and the usage guidelines we have set for the use of Switch2CheaperCalls® Home Saver and Switch2CheaperCalls® Broadband (“Fair Use Policy”).
You can find our Price List, Privacy Policy and Fair Use Policy on our website at www.switch2cheapercalls.com (“Website”) or you can obtain copies by contacting our Customer Services.

If you need to contact us, you can call us on 0871 666 4293. Customer Services is open between 10.00 and 19.00. Monday to Friday, Saturday’s and our faults helpline is open 24 hours a day via call back service. If you call from a Switch2CheaperCalls Home Saver® land line, your call will be charged at the rate set out in the Price List. If you call from another provider’s landline or from a mobile phone, your call with be charged at your provider’s rates. You can also email us at customerservices@switch2cheapercalls.com or write to us at: Elwood House, 42 Lytton Road, Barnet. Hertfordshire. EN5 5BY.

Different parts of these Terms and Conditions apply to you, based on which parts of our Service you take from us:

  • Parts 1 and 2 apply to Switch2CheaperCalls Home Saver®;
  • Parts 1 and 3 apply to Switch2CheaperCalls® Broadband;
  • Parts 1, 2 and 3 apply to Switch2CheaperCalls Home Saver® and Switch2CheaperCalls® Broadband; and
  • Parts 1 and 4 apply to any New Line Provision.
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2. What we promise you
We will provide the Service to you using the same skill and care as other telecommunications service providers. We will do everything we reasonably can to provide the Service to you without any interruptions. However:
  • we may occasionally change or update the Service;
  • cannot guarantee the exact date on which the Service starts;
  • you may experience occasional Service disruptions because of, for example, technology faults or maintenance.
We will try to restore the Service as soon as possible and limit any disruption to you, but we are not responsible for delays in restoring the Service which are beyond our reasonable control as described in section 15 (Events beyond our reasonable control);
  • you may not always have uninterrupted internet access; and
  • your internet access, download speeds and upload speeds may not be at the maximum speeds we advertise.
You might not be able to receive the Service if we are unable to provide the Service to your address, if your current service provider prevents you receiving the Service, if there are incompatible products on your telephone line (such as BT Light User) or if you fail a credit check. We can only provide the Service to addresses in the UK. If we are unable to tell you whether you can or cannot receive any particular Service before you enter into this Agreement, and it turns out that you cannot receive that Service, then we will refund any money you have paid in advance for that Service.

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3. What you promise us
You promise us that all information you have supplied to us is correct. You promise that you will tell us if any of that information changes by contacting our Customer Services. If we ask, you must provide evidence of any changes in writing.

You promise that you are at least 18 years old. You also promise us that you are either the current telephone and/or internet service subscriber at your address (the “Subscriber”) or authorised by the Subscriber to subscribe to the Service and to cancel or transfer the telephone and/or internet service to which the Subscriber is currently subscribed.

You promise to pay us the charges for the Service (“Charges”) on time and in the way we have agreed with you.

You have chosen to pay by mandatory direct debit, you agree to allow us to alter your direct debit instruction (including the amount), subject to the terms of the Direct Debit Guarantee (which applies to all banks and building societies taking part in the direct debit scheme, and provides protection to you in respect of direct debit payments). You agree that we may use your direct debit instruction to charge you for any payment due to us under any agreement you have with us.

You agree that we may use other suppliers to provide the Services and that we may share your personal information with them for that purpose. You can find further information about how your personal information is collected and used in section 14 (Your personal information) and in our Privacy Policy.

You agree not to use the Service (or allow the Service to be used):
  • in any way which breaks the law;
  • to make any call and/or send, knowingly receive, upload, download, use or re-use any material which is offensive, abusive, indecent, defamatory, obscene or menacing, or in breach of confidence, copyright, privacy or any other rights, or which does not comply with our Fair Use Policy;
  • to send or provide advertising or promotional material which the recipient has not asked for, or knowingly to receive responses to any such advertising or promotional material;
  • in any way that does not comply with any of our instructions (or the instructions of our suppliers) which may be necessary at any time for health and safety reasons or to prevent any disruption to the Service;
and/or
  • for commercial or business purposes.
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4. Charges and billing

4.1 Charges
You can find the Charges (including any special offers) in our Price List. You must pay the Charges for Switch2CheaperCalls Home Saver® line rental and for Switch2CheaperCalls® Broadband in advance, by the date set out in each bill we send you. You must pay the Charges for calls made from your telephone line and any call features used in arrears, by the date set out in each bill we send you. If you need New Line Provision, see Part 4 (New Line Provision) for details of the Charges
you will have to pay.

Sometimes you may want or need additional one-off services, such as engineer call-outs. If so, we will tell you in advance if you need to pay any Charge for those services and what the Charge will be (either in total, or at an hourly rate). If you agree to receive those services, we may require payment in advance, although sometimes we may agree to add the Charge to your next bill.

If the VAT rate changes then we may change the Charges accordingly. We will try and make sure that any changes we make to the Charges reflect the changes to the VAT rate, but they may not match exactly as we may need to round Charges up or down.

4.2 Billing frequency
If you subscribe to Switch2CheaperCalls Home Saver®, you will normally receive a bill monthly (every month), although we reserve the right to send you a bill at any time.

If you subscribe to both Switch2CheaperCalls Home Saver® and Switch2CheaperCalls® Broadband, or only Switch2CheaperCalls® Broadband you will normally receive a bill monthly (every month), although we reserve the right to send you a bill at any time.

4.3 Method of payment
You must pay by direct debit on Switch2CheaperCalls Home Saver® and Switch2CheaperCalls® Broadband.

4.4 How we will send your bills to you
If you have not elected to receive your monthly bill via ebilling, you will receive paper bills through the post. If you have nominated to receive your monthly bill via eblling you will only be able to view your bill using our online service for billing, which allows you to check your account details and bills on a secure page using a unique user identification and password (“Online Service”). We reserve the right to send you paper bills in the event that the Online Service is unavailable for any reason.
You will also be able to view your bills using our Online Service.

If you are a Switch2CheaperCalls® Broadband customer you will only be able to view your bill using our Online Service. We will send you an email each time a new bill is issued. We reserve the right to send you paper bills in the event that the Online Service is unavailable for any reason.

If we send you paper bills, we will send them to the relevant address you give us when you subscribe for the Service, unless you change the relevant address by contacting Customer Services.

If you do receive your monthly bill by post then an additional charge of £1.50 per month will apply.

4.5 What happens if you don’t pay your bills
If you fail to pay any Charges on time, we will send you a reminder letter. If you do not pay promptly after we send you a reminder letter, we may stop you making calls except to the emergency services (if you are a Switch2CheaperCalls Home Saver® customer), or suspend or cancel the Service. We may decide whether or not to reconnect you to the Service. If we choose to reconnect your line, we may charge you a fee based on the costs we have had to incur. We may use debt recovery agencies to collect any outstanding Charges from you. If we do this, we may charge you a fee towards our debt recovery expenses.

4.6 You are responsible for your previous supplier’s charges
If you have an existing contract with another service provider, it may have a minimum service period in it. You are responsible for checking your contract with your old service provider and paying for any ongoing charges or termination charges imposed by that service provider.

Those charges will be in addition to our Charges.

5. Length of your Agreement
Our Agreement with you will begin when the Order Form is completed. The Order Form is completed:

  • if you order our Service over the internet, at the point at which you click on “Confirm your order”; or
  • if you order our Service over the telephone, when you have given your details to the Switch2CheaperCalls® representative and confirm that you wish to enter into the Agreement.

We aim to send you a pack containing a welcome letter setting out the Service you have ordered and your estimated start date, along with these Terms and Conditions and other documents (“Welcome Pack”) within five (5) days of your Order Form being completed. If you have not received your Welcome Pack within that time or if you have any questions you can contact Customer Services.

Our Agreement with you will continue until you or we terminate it in accordance with these Terms and Conditions. If you subscribe to Switch2CheaperCalls Home Saver® or Switch2CheaperCalls® Broadband, you commit to a minimum renewable term of 12 months from the date we first provide Switch2CheaperCalls Home Saver® or Switch2CheaperCalls® Broadband to you at a particular. So after 12 months, your contract will be automatically renewed for another 12 month minimum renewable period unless you tell us otherwise. We will write to remind you when your contract is nearing the end of the renewable period.   See Part 3 (For Switch2CheaperCalls® Broadband Customers) for further details.

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6. Your rights to cancel
You can find your rights to cancel Switch2CheaperCalls Home Saver® in Part 2 (For Switch2CheaperCalls Home Saver® Customers), your rights to cancel Switch2CheaperCalls® Broadband in Part 3 (For Switch2CheaperCalls® Broadband Customers), and your rights to cancel New Line Provision in Part 4 (New Line Provision).

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7. Our rights to cancel

7.1 Without fault by you
We may cancel the Service (or any part of it) immediately if we are not able to provide it to you. This may be because we cannot arrange for the transfer of your telephone line, if we cannot get access your premises (for New Line Provision), if you do not live in an area where the Service is available, or you fail a credit check.

If you order both Switch2CheaperCalls® Broadband and Switch2CheaperCalls Home Saver®, we may cancel both Services immediately if we are not able to provide one of the Services to you. This may be because we cannot arrange for the transfer of your telephone line, if you do not live in an area where one of the Services is available, or if you do not provide us with your migration authorisation code (“MAC”), which you need to transfer your broadband services from another provider to us. If we do this, we will ask you if you want us to provide you with only one of Switch2CheaperCalls® Broadband or Switch2CheaperCalls Home Saver® (as applicable). If you do want us to provide only one of these Services, it is your responsibility to tell us.

We may cancel Switch2CheaperCalls Home Saver® at any time by telling you at least 30 days in advance.

We may cancel Switch2CheaperCalls® Broadband at any time after the end of the Minimum Broadband Term by telling you at least 15 days in advance.

We may cancel the Service (or any part of it) by telling you as far in advance as we can if an agreement between us and a wholesale supplier is terminated or expires.

7.2 Where you are at fault
We may cancel the Service (or any part of it) immediately if:

  • you fail to pay any bill promptly after we have sent you a reminder letter;
  • you breach a material term of this Agreement, being any of sections 3 (What you promise us), 4.1 (Charges) and 4.5 (What happens if you don’t pay your bills);
  • we find you have given us false information or acted fraudulently; and/or
  • bankruptcy proceedings are brought against you, you do not make payment of a court judgment on time, you make an arrangement with your creditors, or any of your assets are the subject of any form of seizure.

If we cancel Switch2CheaperCalls® Broadband for any of these reasons during the Minimum Broadband Term, you must pay us the early termination Charge, as set out in the Price List.

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8. Our rights to suspend the Service
We may suspend the Service (or any part of it), or delay any New Line Provision, immediately if:

  • we need to, or any network operator or service provider needs to, carry out repairs, maintenance or introduce new aspects to the Service;
  • we are told to do so by the Government, the emergency services or any other lawful authority;
  • you breach a material term of these Terms and Conditions (as described in section 7.2 (Our rights to cancel – Where you are at fault));
  • an agreement between us and a wholesale supplier is terminated or expires;
  • you fail to pay any bill promptly after we have sent you a reminder letter or you exceed your credit limit; or
  • we have a right to do so elsewhere in this Agreement.

Unless we suspend the Service (or any part of it) or delay any New Line Provision because of something you do (or fail to do), we will try to restore the Service or proceed with the New Line Provision (as applicable) as soon as possible.

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9. What happens if Service is suspended or cancelled?
If we suspend or cancel any part of the Service, we may refund any Charges you have paid in advance for the part(s) of the Service you are unable to receive because of that suspension or cancellation. We will deduct this refund from your next (or final) bill, unless your account is in credit, in which case we will arrange payment of the outstanding amount to you. However, if we suspended
or cancelled the Service (or any part of it) because of something you did (or failed to do), we may charge a reconnection fee if we restore the Service, which will be based on the costs we incur in doing so.

If you subscribe to Switch2CheaperCalls Home Saver® and Switch2CheaperCalls ® Broadband, and we only cancel one of those Services, we will continue to provide the other part of the Service to you. However, you will have to pay the standard Charges for the continuing Service as you will no longer be entitled to any discount for subscribing to both Switch2CheaperCalls Home Saver® and Switch2CheaperCalls® Broadband. If we suspend Switch2CheaperCalls Home Saver®, you may not be able to receive internet access through your telephone line while the line is suspended.

If we and/or you cancel all parts of the Service, your Agreement will automatically terminate.

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10. What rights and remedies will you have against us?
We do not exclude or limit our liability for fraud or for death or personal injury resulting from our negligence. Your statutory rights (which include, for example, that we will provide the Service to a reasonable standard and within a reasonable time, and that any equipment you buy from us will comply with its description and will be fit for its purpose) are not affected by anything in this Agreement. For more information about your statutory rights, contact your local Citizens Advice Bureau or Trading Standards Office. Except for the preceding two sentences, we limit our liability to you under this Agreement to a maximum of £5,000 for any one incident or series of related incidents.

Except as set out in the preceding paragraph, we will not be liable under this Agreement for any loss that could not have been reasonably expected by you and us at the time of entering into this Agreement, any financial loss (including any loss of income, business or profits, but excluding the Charges), any information which is lost or corrupted, or any damage or loss suffered or incurred by you as a result of:

  • any use of the Service in breach of this Agreement (including any use of the Service for commercial or business purposes);
  • any alterations made to the Service or any equipment by anyone other than us;
  • any fault in (or failure of) any equipment used in connection with the Service (whether or not provided by us) or any antivirus software or other security features, except where any such damage or loss is a direct result of our negligence;
  • any use of the Equipment for any purpose other than in connection with the Service;
  • any use of the Service with any equipment which does not carry the European Consumer Equipment Standards “CE” mark, which is not compatible with the Service or which is not connected to the Service and used in accordance with any published instructions and/or applicable safety and security procedures; and/or
  • our cancellation or suspension of the Service in accordance with these Terms and Conditions exceptas set out in section 9 (What happens if Service is suspended or cancelled).

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11. Support and Maintenance Services
If there are any problems with the Service you must tell us immediately by contacting Customer Services. Our Customer Services representatives will try to solve any problems for you. If they cannot, it may be necessary for us to call out an engineer, and you may have to pay an additional Charge for this.

Sometimes, the engineer we call out will need to visit your home to solve the problem. If the engineer needs to visit you, you must ensure you are there at the time agreed with Customer Services and allow them to enter the property. If you are not, we may charge you a call-out fee. We will use reasonable efforts to ensure that the engineer’s appointment is on your preferred date, although we cannot guarantee this. If an engineer is unable to keep an appointment, we will try to tell you as soon as possible. If you need the consent of your landlord or anyone else for our engineer to enter your property and to install any equipment, it is your responsibility to obtain this. By allowing our engineer to enter your property, you promise that you have obtained any consent needed.

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12. Moving home
You must tell our Customer Services at least 15 days before you move home. If you do not, you will be responsible for Charges incurred at your old address up until 15 days after you tell us about your move. We will try to switch your Service to your new home, although you may not be able to keep your telephone number. We may not be able to switch all or part of the Service to your new home, for example because of its location or because the previous telephone or internet service provider prevents you receiving the Service. If we cannot switch all or part of the Service to your new home (except if the only reason we cannot do so is because you do not agree to install a new analogue telephone line), we will cancel any part of the Service which is affected and refund any money you have paid for that part of the Service from the date you moved home or (if later) 15 days after you told us about the move.

If you need New Line Provision to receive Switch2CheaperCalls Home Saver® and/or Switch2CheaperCalls® Broadband at your new address, Part 4 (New Line Provision) will apply. If we have to incur costs to move your telephone number to your new home, we may charge you for this.

If you are a Switch2CheaperCalls® Broadband customer and we are able to move Switch2CheaperCalls® Broadband to your new home, a new Minimum Broadband Term will apply at your new address. We will not charge you a connection fee for switching Switch2CheaperCalls® Broadband unless you need New Line Provision (please see Part 4 (New Line Provision) for details).

If you subscribe to both Switch2CheaperCalls Home Saver® and Switch2CheaperCalls® Broadband, you must move both Services to your new home (unless you exercise any right you might have to cancel in Part 2 (For Switch2CheaperCalls Home Saver® Customers) and Part 3 (For Switch2CheaperCalls® Broadband Customers)).

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13. Changes to this Agreement
We may change the Service, the Charges or this Agreement at any time. We will publish any changes on our Website. If we believe you will be caused significant disadvantage by any change we will notify you of that change at least 30 days before it takes effect. We may do this by publishing the change on our Website, by advertising in the press, by giving you written notice by post or by computer, or by sending a message with your bill. If we cannot publish the change at least 30 days before it takes effect (for example because the change is necessary for the security of the network, because of regulatory change at short notice, because one of our suppliers makes changes to its service at short notice, or because any telephone network provider increases its call charges at short notice), we will publish the change as soon as we reasonably can. If you are caused significant disadvantage by any change, you may cancel the relevant part of the Service. For details about how to do this, see Part 2 (For Switch2CheaperCalls Home Saver® Customers) and/or Part 3 (For Switch2CheaperCalls® Broadband Customers).

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14. Your personal information
We are registered under the Data Protection Act 1998. We take your privacy very seriously and the personal information which you provide to us will be used in accordance with our Privacy Policy.

You agree that when you apply for the Service we may check your records at credit reference and fraud prevention agencies. We may also make periodic searches at credit reference and fraud prevention agencies to manage your account with us. When credit reference agencies receive a search request from us they will place a search footprint on your credit file that may be seen by other organisations (whether or not your order proceeds or the Service is cancelled). Credit reference agencies supply to us both public (including the electoral register) and shared credit and fraud prevention information. If you tell us you have a spouse or financial associate, you agree that we may check their records at credit reference and fraud prevention agencies and link your records together with theirs, and you promise that you are authorised to disclose personal information about them for this purpose. Credit reference agencies also link your records together with the records of your spouse or financial associate, and these links will remain on your and their files until you or they successfully file for a disassociation with the credit reference agencies to break that link.

You agree that we may send the information we collect when you subscribe for the Service to credit reference agencies, and that they may record that information. You also agree that we may give details to them about your account and how you manage it. If you do not pay us in full and on time, credit reference agencies may record the outstanding debt. Credit reference agencies may supply this information to other organisations to perform checks, trace your whereabouts and/or recover debts that you owe. Records remain on file with the credit reference agencies for 6 years after they are closed. 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.

Please contact Customer Services if you want details of the credit reference and fraud prevention agencies from whom we obtain and with whom we share your personal information, or further details about how credit reference and fraud prevention agencies use your personal information.

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15. Events beyond our reasonable control
We are not responsible for events beyond our reasonable control. Such events might include network failures, war, terrorist activity, riots, malicious damage, fire, flood, storm, nuclear accident or compliance with any new law or governmental order, rule, regulation or direction. We may suspend or cancel the Service (or any part of it) if, despite trying to do so, we are not able to provide it to you as a result of events beyond our reasonable control. However, if we suspend or cancel all or any part of the Service because of one of these events, we may refund any Charges which you paid for any part of the Service you could not receive in accordance with section 9 (What happens if Service is suspended or cancelled).

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16. Complaints and dispute resolution
We aim to provide you with the highest quality of service. If you are unhappy with any aspect of the Service then please contact Customer Services. You can find details of our complaints and dispute handling procedures in our Codes of Practice, as described in section 18 (Our codes of practice).

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17. Other matters
Switch2CheaperCalls is a trading name of Switch2Mobile Limited a company registered in England and Wales, company number 5416917. Our registered office is Elwood House, 42 Lytton Road, Barnet. Herfordshire. EN5 5BY. The Switch2Mobile VAT registration number is 863 8843 77.

We may wish to transfer our rights or obligations under this Agreement to someone else. You agree that:

  • we may do so provided that the transfer does not affect your rights or otherwise significantly disadvantage you; and
  • after we notify you of the date of the transfer, your only rights under or in connection with this Agreement will be against that other person and not us.

You must contact Customer Services if you want to transfer your Service to someone else. We will let you do this unless we have a good reason not to (for example, if the other person lives at a different address to you or fails a credit check). If we agree to do this, we will enter into a new Agreement with the other person once they have completed the Order Form. On the date that the new Agreement with the other person starts, we will cancel your Agreement with us and send you a final bill.

The terms which apply to you in Part 2 (For Switch2CheaperCalls Home Saver® Customers), Part 3 (For Switch2CheaperCalls® Broadband Customers) and/or Part 4 (New Line Provision) of these Terms and Conditions override the terms in Part 1 (General) in the event of any inconsistency between them.

If any court or other competent authority finds any of the terms of this Agreement to be invalid or unenforceable, the other terms of this Agreement will not be affected.

This Agreement is governed by and interpreted in accordance with the laws of England and Wales (or the laws of Scotland if you live there). Any dispute arising in connection with this Agreement will be subject to the exclusive jurisdiction of the courts of England and Wales unless you choose the courts of your home in Scotland or Northern Ireland.

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18. Our codes of practice
We have a Code of Practice Relating to Sales and Marketing of Fixed Line Telecommunications Services, and a General Code of Practice For Fixed Line Telecommunication Services, including Premium Rate Services and Number Translation Services. The latter includes our complaints and dispute handling procedures. Both codes of practice are available on our Website or by contacting Customer Services.

We comply with the Internet Service Providers’ Association Code of Practice.

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PART 2 – FOR SWITCH2CHEAPERCALLS HOME SAVER® CUSTOMERS

19. The Switch2CheaperCalls Home Saver® service
Switch2CheaperCalls Home Saver® is the service which allows you to rent a telephone line from us (instead of BT or another provider) and make calls. You can also receive additional call features such as call divert and caller ID.

You must take both the line rental and call service elements of Switch2CheaperCalls Home Saver®. Switch2CheaperCalls Home Saver® does not support carrier pre-selection (the mechanism that allows people to select, in advance, an alternative communications provider or providers for their calls without having to dial a prefix or install any special equipment).

If your old service provider is BT, we will try to ensure that you keep your old telephone number, although we cannot guarantee this. If you transfer to us from a service provider other than BT, we may have to give you a new telephone number. We will try to keep the same telephone number for you for as long as we provide you with Switch2CheaperCalls Home Saver®. However, we may have to change it for operational reasons, in which case we will let you know in advance.

Normally we will automatically provide you with equivalent services to those you received from your
old service provider (like call barring, call divert and caller ID). If we cannot do this automatically, we will put measures in place to try to ensure you receive those equivalent services, but we cannot guarantee this will happen or that these measures will be effective all of the time. As a result, you may incur additional unforeseen charges. If you would like to receive any new services, or make changes to the services you received from your old service provider, you will need to contact Customer Services once you are connected to Switch2CheaperCalls Home Saver®, and we will try to provide these to you as soon as possible. Charges for these services are set out in the Price List.

You may have to pay additional Charges (which will be charged at the rates set out in the Price List) for some services you may have received from your old service provider, such as indirect access and other subscriber or premium rate services.

You agree to check the services you are receiving once the Switch2CheaperCalls Home Saver® service starts and check whether you are receiving the services you previously received from your old service provider. If you are not, you must tell us immediately.

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20. Required equipment
You will not be able to use the Switch2CheaperCalls Home Saver® service unless you have a functioning telephone, or another device which allows you to use the Switch2CheaperCalls Home Saver® service. We do not provide you with this equipment and we are not responsible for any equipment you may use.

You must not connect any equipment to the Switch2CheaperCalls Home Saver® service which does not carry the European Consumer Equipment Standards “CE” mark, or that may harm the network or any other customer’s equipment. Any equipment used with Switch2CheaperCalls Home Saver® must be connected and used in accordance with its instructions and any applicable safety and security procedures.

You must only connect equipment to the Switch2CheaperCalls Home Saver® service by using either a standard telephone socket or a connection point approved by our suppliers.

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21. Connection
Normally we can connect you to Switch2CheaperCalls Home Saver® by taking over the line from the existing provider. If we can do this, we will not charge you a connection fee.

In some cases we may need to reactivate a stopped line or install a new telephone line for you to receive Switch2CheaperCalls Home Saver®. We call this “New Line Provision”. The process for New Line Provision is set out in Part 4 (New Line Provision).

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22. Call Charges
You can find all call charges, offers and call charging practices in the Price List.

You are responsible for the cost of all calls made from your telephone line, including any calls made by another person or by a computer.

We may limit the amount of call charges you can run up. We will try to let you know if you exceed this limit. If you do exceed this limit, we may:

  • ask for advance payment towards call costs; and/or
  • demand that you pay any outstanding Charges immediately; and/or
  • bar your calls.

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23. Your rights to cancel

23.1 Before the Service starts
You may cancel Switch2CheaperCalls Home Saver® by contacting Customer Services any time up until 4p.m. on the Working Day before the Switch2CheaperCalls Home Saver® service starts. After that time we are unable to stop you transferring to Switch2CheaperCalls Home Saver®. When we refer to a “Working Day”, we mean any day other than a Saturday, Sunday or public holiday.

If you cancel in this way we will refund any Charges you have paid in advance relating to Switch2CheaperCalls Home Saver® except for any costs relating to any New Line Provision which we are entitled to recover under Part 4 (New Line Provision).

23.2 After the Service starts
You may cancel Switch2CheaperCalls Home Saver® at any time by telling Customer Services at least 15 days in advance of your chosen cancellation date.

If you cancel in this way, you will still have to pay for any calls you have made and call features you have received and for any remaining line rental remaining for the contract duration. However, we will refund any other Switch2CheaperCalls Home Saver® Charges which you have paid in advance for the period after your chosen cancellation date provided you have given the required 15 days notice.

23.3 Where we make changes disadvantageous to you
If we tell you that we are going to change the Switch2CheaperCalls Home Saver® service, the Switch2CheaperCalls Home Saver® Charges or the terms of Part 1 (General) or Part 2 (For Switch2CheaperCalls Home Saver® Customers) of these Terms and Conditions in a way which causes you significant disadvantage then you may cancel your Switch2CheaperCalls Home Saver® by contacting Customer Services.

If you cancel in this way, you will still have to pay for any calls you have made and call features you have received. However, we will refund any other Switch2CheaperCalls Home Saver® Charges which you have paid in advance for the period starting 30 days after we tell you that we are going to change the Switch2CheaperCalls Home Saver® service, the Charges or Part 1 (General) or Part 2 (For Switch2CheaperCalls Home Saver® Customers) of these Terms and Conditions.

23.4 Your responsibility to arrange transfer
If you cancel Switch2CheaperCalls Home Saver®, you are responsible for transferring to another service provider. You may be left without telephone services and/or broadband services if you fail to do so.

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24. Call barring
We reserve the right to bar your calls if:

  • you fail to pay any bill promptly after we have sent you a reminder letter;
  • there is (or we suspect there is) an unusual amount of activity by you via indirect access (by which you may have access to another service operator’s network, for example by using “IA” access codes); the amount of calls from your line or the destination of calls changes significantly;
  • you break the terms of this Agreement;
  • you go over any limit that we put on the amount of call charges you can run up; or
  • we reasonably think it is necessary, for example, where there is high usage on an account.

We will try to tell you before we bar your calls, but this may not always be possible. If we cannot tell you beforehand, we will tell you as soon as we reasonably can. We may also bar you from making premium rate calls when you first start to receive the Service. If your use of the Service is affected by call barring, you may ask us to change this by contacting Customer Services. We will decide whether or not to remove call barring. If we do decide to remove call barring, we may need you to make a payment.

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25. Emergency Calls
You will still be able to make calls to emergency services if we have barred your calls. You will not be able to make calls to emergency services if your telephone line is unavailable (for example because the telephone network is interrupted by a flood, storm or similar event), or if Switch2CheaperCalls Home Saver® is cancelled and you do not arrange for a replacement provider.

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PART 3 – FOR SWITCH2CHEAPERCALLS® BROADBAND CUSTOMERS

26. The Switch2CheaperCalls® Broadband service
When you subscribe to Switch2CheaperCalls® Broadband, you can choose one of our two broadband internet access and services packages:

Whichever Switch2CheaperCalls® Broadband package you choose, you will be able to access the internet for a fixed monthly price. You will be able to use 5 email addresses, and you will be able to use them from any internet connection. You will also be able to use some internet hosting space (“Webspace”), which means you can host your own websites. Please check our Website or contact Customer Services to find out how much Webspace you can use. You will also get free connection and set-up, and free use of the equipment which we provide to you as part of Switch2CheaperCalls® Broadband.

If you choose Switch2CheaperCalls® Broadband Extra, you will get unlimited downloads (subject to our Fair Use Policy and these Terms and Conditions), and use of a wireless router and enhanced security features including parental controls. If you choose Switch2CheaperCalls® Broadband Standard, you will be limited to a maximum amount of downloads per month (“Download Limit”), and you will get the use of an ethernet modem and some basic security features. You can find details of maximum speeds, security features and the Download Limit by checking our Fair Use Policy, our Website or by contacting Customer Services.

If you want to transfer from an existing broadband internet service provider to Switch2CheaperCalls® Broadband, you will need to provide us with a MAC. You will need to contact your existing provider to obtain this.

If you are a Switch2CheaperCalls® Broadband Standard customer and you exceed the Download Limit, we reserve the right to upgrade your subscription to allow unlimited downloads subject to our Fair Use Policy and to charge you at the Switch2CheaperCalls® Broadband Extra rates. We will tell you at least 10 days in advance if we do this.

If you subscribe to Switch2CheaperCalls® Broadband Standard and you want to upgrade to Switch2CheaperCalls® Broadband Extra, please contact Customer Services who will let you know whether this is possible. If we are able to upgrade you to Switch2CheaperCalls® Broadband Extra, we will send you new Equipment including a wireless router. A new Minimum Broadband Term will begin from the date we first begin providing Switch2CheaperCalls® Broadband Extra to you. The Switch2CheaperCalls® Broadband Standard service will be cancelled from the date we first begin providing Switch2CheaperCalls® Broadband Extra to you, and you will need to return the Switch2CheaperCalls® Broadband Standard Equipment. Please see section 30 (Returns procedure) for the returns procedure.

The internet protocol (“IP”) address(es) which you use in relation to Switch2CheaperCalls® Broadband remains the property of our suppliers.

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27. Security
You use the internet at your own risk and it is your responsibility to make sure that any equipment you use is protected against viruses. You must keep any passwords and user identification information secure and confidential.

We will provide you with a unique user identification and password to enable you to use Switch2CheaperCalls® Broadband.

We will provide you with basic server-side email anti-virus and anti-spam protection. If you are a Switch2CheaperCalls® Broadband Extra customer, we will also provide you with security software for your PC, including parental controls, anti-virus and firewall software. You will need to download this security software from the Online Service portal (which allows you to check your account details and bills on a secure page using a unique user identification and password) and install it on your PC.
We may not be able to provide equivalent security software for users of Apple Mac computers. If you use the security software, you will need to agree to separate third party terms and conditions as part of the installation process.

You must inform us if you believe any unauthorized person knows your user identification details and/or password. If we have any reason to believe that there is, or is likely to be, a breach of security (such as where you tell us that an unauthorised person may have access to your password), we may suspend access to Switch2CheaperCalls® Broadband by means of your user identification details and password. If we do this we will try to minimise any disruption to you, and may provide you with alternative user identification details and passwords.

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28. Required equipment
To use Switch2CheaperCalls® Broadband, you will need a functioning personal computer or laptop and software enabling you to access the internet from that computer. We do not provide you with this equipment or software, and we are not responsible for any such equipment or software that you may use. You will also need a working telephone line to use Switch2CheaperCalls® Broadband. We are not responsible for any problems relating to any telephone line which we do not provide to you.

We will provide you with either a self-configuring ethernet modem (for Switch2CheaperCalls® Broadband Standard) or a wireless router (for Switch2CheaperCalls® Broadband Extra), along with cables and other associated equipment such as microfilters, stands and a power supply (“Equipment”) which you will need to access the Switch2CheaperCalls® Broadband service. We will try to send the Equipment to you within 10 days of completion of the Order Form as described in section 5 (Length of your Agreement). The Equipment is part of the Switch2CheaperCalls® Broadband service and you can use it free of charge for as long as you subscribe to Switch2CheaperCalls® Broadband. However, the Equipment remains our property (or the property of our licensors) at all times.

You must connect the Equipment to the Switch2CheaperCalls® Broadband service in accordance with any instructions which we or any of our suppliers (from time to time) give you.

The Equipment is sufficient for the vast majority of customers to use Switch2CheaperCalls® Broadband. However, it is possible that you might want or need extra equipment to that which we provide (for example, if your computer is not compatible with the Equipment, or you want to use longer cables). You are responsible for obtaining any extra equipment you want or need. If you use equipment in connection with the Switch2CheaperCalls® Broadband service which is not supplied by us, you do so at your own risk, and our Customer Services team may not be able to provide support for that equipment.

If you or we cancel Switch2CheaperCalls® Broadband, we may require you to return the Equipment to us in good working order. Please contact Customer Services if the Equipment develops a fault while you are still a Switch2CheaperCalls® Broadband customer. If Customer Services cannot
resolve the issue and we decide that the Equipment is faulty, we will replace the faulty Equipment free of charge. If we do this, you will need to return the faulty Equipment to us. Please see section 30 (Returns procedure) for the returns procedure.

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29. Purchasing equipment and additional software from us
You may be able to purchase additional equipment and software from us to use with the Switch2CheaperCalls® Broadband service. If you wish to do this, please contact Customer Services. If you purchase any additional equipment and/or software from us, section 10 (What rights and remedies will you have against us?) will apply. You may also have to agree to separate terms and conditions with the manufacturer of the equipment.

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30. Returns procedure
You must comply with the instructions we give you when returning Equipment. If you are in any doubt about what to do, you should contact Customer Services.

We will send you pre-paid packaging for you to return Equipment. If you do not return all of the Equipment which we have asked for in that packaging, you must pay the cost of returning additional Equipment to us.

We may charge you for any Equipment that is not returned or for any damage not caused by normal wear and tear. In particular, if we send you replacement Equipment free of charge, you must pay the full price of that Equipment if you do not return the faulty Equipment to us within 30 days of our request. We may deduct all or part of that cost from any advance payments you have made or add the costs to a future bill.

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31. Your rights to cancel

31.1 Before the Service starts
You may cancel Switch2CheaperCalls® Broadband by contacting Customer Services any time up until 4p.m. on the Working Day before the Switch2CheaperCalls® Broadband service starts. After that time we are unable to stop you transferring to Switch2CheaperCalls® Broadband. When we refer to a “Working Day”, we mean any day other than a Saturday, Sunday or public holiday.

If you cancel in this way we will refund any Charges you have paid in advance relating to Switch2CheaperCalls® Broadband except for any costs relating to any New Line Provision which we are entitled to recover under Part 4 (New Line Provision).

31.2 After the Service starts
Except where you have a right to cancel Switch2CheaperCalls® Broadband under section 31.3 (Your rights to cancel – Where we make changes disadvantageous to you) of these Terms and Conditions, you may not cancel Switch2CheaperCalls® Broadband within the Minimum Broadband Term unless you pay us the early termination Charge, as set out in the Price List.

You may cancel Switch2CheaperCalls® Broadband at any time after expiry of the Minimum Broadband Term by telling Customer Services at least 15 days in advance. If you do this, we will refund any Charges relating to Switch2CheaperCalls® Broadband which you have paid in advance for the period after the end of that 15 day period.

31.3 Where we make changes disadvantageous to you
If we tell you that we are going to change the Switch2CheaperCalls® Broadband service, the Switch2CheaperCalls® Broadband Charges, the terms of Part 1 (General) or Part 3 (For Switch2CheaperCalls® Broadband Customers) of these Terms and Conditions or the Fair Use Policy in a way which causes you significant disadvantage then you may cancel your Switch2CheaperCalls® Broadband by contacting Customer Services. Please note that you will not be entitled to cancel as a result of us upgrading your Service where you have exceeded your Download Limit, as described in section 26 (The Switch2CheaperCalls® Broadband service).

If you cancel in this way, we will refund any Charges relating to Switch2CheaperCalls® Broadband which you have paid in advance for the period starting 30 days after we tell you that we are going to change the Switch2CheaperCalls® Broadband service, the Switch2CheaperCalls® Broadband Charges, Part 1 (General) or Part 3 (For Switch2CheaperCalls® Broadband Customers) of these Terms and Conditions or the Fair Use Policy.

31.4 Your responsibility to arrange transfer
If you cancel Switch2CheaperCalls® Broadband, you are responsible for transferring to another broadband provider. You will need a MAC to transfer from the Switch2CheaperCalls® Broadband service to another provider’s service, which we will give you on request. If you are in any way dissatisfied with our approach to providing you with the MAC, you may use our complaints and disputes process described in section 16 (Complaints and dispute resolution).

Please note that if you cancel Switch2CheaperCalls® Broadband, you will no longer be entitled to use the email addresses, IP addresses or the Webspace associated with Switch2CheaperCalls® Broadband.

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32. Disposal of electronic equipment
Electronic equipment contains harmful materials which must be disposed of in a safe and environmentally friendly manner. You may receive a leaflet with further details on how you can help us to do this, including procedures for collection and disposal of any such equipment. Please contact Customer Services if you have any questions relating to disposal of the equipment.

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PART 4 – NEW LINE PROVISION

33. New Line Provision
In a small number of cases we may need to reactivate a stopped line or install a new telephone line for you to receive Switch2CheaperCalls Home Saver®. We call this “New Line Provision”. If you need New Line Provision we will tell you the Charges that will apply beforehand, and ask you whether or not you want us to proceed. If we do proceed with New Line Provision, you must pay the Charges described in section 34 (New Line Provision charges and billing). The Charges for New Line Provision only include one telephone socket, which we may not be able to install in the position or room of your choice.

We may need to call out an engineer to visit you to carry out the New Line Provision. If an engineer is required you must ensure you are there at the time agreed with Customer Services and allow the engineer to enter the property. If you are not, we may charge you a call-out fee. We will use reasonable efforts to ensure that the engineer’s appointment is on your preferred date, although we cannot guarantee this. If an engineer is unable to keep an appointment, we will try to tell you as soon as possible. If you need the consent of your landlord or anyone else for our engineer to enter your property and to install the new line, it is your responsibility to obtain this. By allowing our engineer to enter your property, you promise that you have obtained any consent needed.

In some cases we may not be able to do New Line Provision at your property. If that is the case, we will refund any advance payment made for the Service and the New Line Provision except for any call-out fee we are entitled to recover under the paragraph above.

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34. New Line Provision charges and billing
If we carry out a New Line Provision, you must pay us the Charges as set out in the Price List. The Charges will vary depending on whether we need to reactivate a stopped line or install a new telephone line.

We may require payment of the Charges for New Line Provision in advance. Alternatively, we may add those Charges to your next bill for the Services.

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35. Your rights to cancel
You may cancel New Line Provision by contacting Customer Services at any time up until 4p.m. on the Working Day before the day on which the engineer is scheduled to undertake the New Line Provision. If you cancel in this way, we will refund any Charges you have paid for New Line Provision (except for any call-out costs we are entitled to recover under section 11 (Support and Maintenance Services)). If you cancel the Services at any time after this you will have to pay for the New Line Provision.

If you cancel Switch2CheaperCalls Home Saver® within six months of any New Line Provision, we may charge you a cancellation fee to cover our reasonable costs. That cancellation fee is set out in the Price List.

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Date last updated: August 2009

These Terms and Conditions apply to any Service ordered on or after 01 July 2009 from the date of order.

Switch2CheaperCalls is a trading name of Switch2Mobile Limited and is registered in England and Wales Registered No 5416917. Registered Office: Elwood House, 42 Lytton Road, Barnet. Hertfordshire. EN5 5BY.

Switch2CheaperCalls Home Saver, Switch2CheaperCalls Broadband and the Switch2CheaperCalls logo are registered trade marks of Switch2Mobile Limited.

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Privacy Policy

We know that your privacy is very important to you. We make it our business for it to be as important to us. We aim to be as clear as possible about how and why we use personal information about you. If your questions are not fully answered by the information below, please contact us as detailed in section headed, Maintaining the personal information we hold for you. We’ll be happy to help. In order to make this information easier to read, we have organised it into a series of headings. Simply click on a subject to go straight to it or scroll through the page for full details.

Our guiding privacy principle
Compliance with the Data Protection Act 1998 underlies all of our privacy practices. We also have a set of guiding principles which govern how we use the personal information that we collect about you.  These principles are:

  • we aim to continuously improve our website, communications, products and services for you.  We use personal information about you to help us to do this.
  • we give you control over the personal information that we hold about you, who is allowed to see it and how it is used.
  • we will not use your personal information to contact you for direct marketing purposes unless you specifically allow us to by giving us your consent.
  • we take all reasonable care to safeguard your personal information through security policies and secure business processes.
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Why we collect personal information about you

  • to provide you with products and services. Each product and service has different information requirements. Therefore the personal information we need, and what it is needed for, can differ. For full details please refer to the terms and conditions for each product or service.
  • to enhance or improve your user experience with us. When you indicate your marketing preferences, we may use this information to personalise the website or our communications with you to better meet your needs.
  • to provide you with information about products and services that we, Switch2CheaperCalls believe will be of interest to you.
  • to keep your personal information secure. To minimise the risk of unauthorised access to your personal information, we use some of your personal information to authenticate your identity when using the website and our customer service helpdesk.

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How we collect personal information about you
We collect personal information from you in a number of ways:

  • directly from you. Sometimes we'll ask you for personal information about you, for example in our registration form, when you communicate with our customer services team, or when you buy any product or subscribe for any service.
  • from what you do on our website.  This can show us for example which products or services you use most and least.  We will use this information to personalise the website to better meet your needs and, where you have given us your consent, to provide you with information about our products and services that we believe will be of interest to you.
  • from third parties. We may ask third parties for personal information about you, for example when we acquire third party marketing lists or get authorisation for a payment you make using a credit or debit card or to complete a credit or fraud check.

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Personal information we receive from third parties

Credit reference and fraud prevention agencies
We may receive personal information about you from credit reference and fraud prevention agencies.

When you order any product or subscribe for any service we or our partner companies may check your records at credit reference and fraud prevention agencies. 

When credit reference agencies receive a search request, they will place a search footprint on your credit file that may be seen by other organisations (whether or not your application proceeds).  Credit reference agencies supply to us or our partner companies both public (including the electoral register) and shared credit and fraud prevention information.

If you are making a joint application or tell us you have a spouse or financial associate we may link your records together so you must be sure that you have their agreement to disclose personal information about them.  Credit reference agencies 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 credit reference agencies to break that link.

If you require details of those credit reference and fraud prevention agencies from whom we obtain and with whom we share your personal information or further details about the use of your personal information by credit reference and fraud prevention agencies please contact our Data Protection Act Services Team (see section below, Maintaining the personal information we hold for you).

Network operators and service providers
We may receive personal information about you from other network operators and service providers in connection with some of our services and you agree to such operators and service providers providing us with access to, and transferring to us, any of your personal information to allow us to connect you to, and to provide you with, the services. 

Information providers
We may receive personal information about you from information providers, for example marketing lists or lifestyle, interest and preference information.  We may add this information to the existing personal information we hold about you.

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Who sees your personal information?

  • the personal information we collect about you will be used by Switch2CheaperCalls, where appropriate. Exactly who sees your personal information depends on the context in which you provided it and whether or not you have given any marketing preferences.

Sometimes we'll share your personal information with third parties outside of Switch2CheaperCalls.  We may do this for the following reasons:

  • to provide you with a product or service. Some of our products and services are provided in conjunction with Swich2Mobile, and we'll need to share your personal information with them to provide you with the products or services. We make it clear in the terms and conditions for each service whether personal information will be shared with such third parties or not.
  • to assist us or Switch2Mobile Limited to provide products or services to you.  To enable third parties to provide us with such assistance, we may need to share your personal information with them. When we do so, these companies are required to act in accordance with our or our instructions and they must keep your personal information secure.
  • to provide you with information about other products, services and promotions. If you have given your consent, we may share some of your personal information with our partner companies so that they can provide you with information about other products, services and promotions that may be of interest to you.
  • to protect the Switch2CheaperCalls or Switch2Mobile Limited. We may share your personal information with third parties when we believe it is necessary to protect our or another person’s rights, property, or safety. This includes exchanging personal information with third parties to protect against fraud and reduce payment risks.
  • to provide personal information collected during the application process to credit reference agencies.  This personal information may be recorded by them.  We may give details of your account and how you manage it to them.  If you do not pay us or our partner companies in full and on time credit reference agencies may record the outstanding debt.  This personal information may be supplied to other organisations by credit reference agencies to perform similar checks and to trace your whereabouts and recover debts that you owe.  Records remain on file with the credit reference agencies for 6 years after they are closed, whether settled by you or defaulted.
  • 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.
  • to comply with applicable laws, regulations and codes of practice or in response to a valid request from a competent authority

We will only deal with third parties that we trust to treat our customers’ personal information with the same stringent controls that we apply ourselves.

Your personal information may be processed outside the European Economic Area (EEA) where privacy laws may not provide protection to the same level as in the UK, but before any such processing takes place we will take steps to ensure that your personal information will be adequately protected as required by the Data Protection Act.

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Use of your personal information
We may use your personal information for the following purposes:

  • to process any application you may make (including to carry out checks with credit reference and fraud prevention agencies);
  • to provide products and services to you;
  • to communicate with you about your access to, and use of, any products or services we may provide;
  • to inform you about any changes to the products or services we or provide;
  • to provide customer service and technical support;
  • to help improve our website, communications, products and services;
  • to bill, process and collect payments from you;
  • to build up a profile of your interests and preferences for marketing purposes (including by combining your personal information with third party lifestyle, interests and preferences information);
  • subject to your consent, to provide you with marketing information about our, or third party, products and services;
  • for research purposes (including to improve our understanding of how our customers use our products and services and to help us to develop and improve our products and services);
  • prevent and detect crime, fraud and misuse of or damage to our or our partner companies products and services;
  • to provide any competitions or promotions you enter;
  • to personalise your user experience; and
  • for purposes required or permitted by law.

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How long do we keep your personal information?
How long we keep your personal information depends on the context in which you provided it and the marketing preferences you have expressed.  In particular:

  • we will keep any personal information we need to provide you with any product you buy or service you subscribe to for the period during which we provide that product or service to you.
  • we may keep your contact details for as long as we have your consent to send you marketing information and/or pass your contact details to third parties.
  • we may keep records of any transactions you enter with us or our partner companies for up to six years.  This is so that we can respond to any complaints or disputes that arise in that period.
  • we will keep other personal information about you if it is necessary for us to do so to comply with the law.

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Maintaining the personal information we hold for you
We aim to give you control over the personal information we hold about you. If you have registered on our website or applied online for certain products or services, you can see certain personal information you have provided to us through the website by accessing the “Your Profile” page.  You will need to sign in to your account in order to do this.  You can also use this page to update this personal information, correct any inaccurate information and change the marketing preferences you have given us.  Alternatively, you can contact us and we will make the necessary changes.

You can request details of all the personal information we hold about you by contacting our Data Protection Act Services Team. They will send you an application form which you should complete and return. The charge for this service is £10 for each request. You can contact the team by writing to Switch2CheaperCalls, Elwood House, 42 Lytton Road. Barnet. EN5 5BY,  telephone: 0871 666 4293.

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Marketing Preferences
By submitting this form you will be indicating your consent to receiving marketing communications from Switch2CheaperCalls, Switch2Mobile Limited by post, phone, email, text and other electronic means unless you have indicated an objection to receiving such communications by ticking the relevant box(es) provided. 

The marketing preferences you give will not prevent you from receiving information about the benefits and features of the products or services we already supply you.

To change your Switch2CheaperCalls marketing preferences please write to Marketing Preference Team, Switch2CheaperCalls, Elwood House, 42 Lytton Road. Barnet. Hertfordshire. EN5 5BY.

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Keeping your personal information secure
We take the security of your personal information seriously.

We've implemented technology and security policies, rules and measures to protect the personal information we have under our control, both on and off-line, from improper access, use, alteration, destruction and loss.

Here are some of the ways we protect your personal information:

  • if you provide personal information to us online the transmission of that information to us is protected by SSL 128 bit session encryption.  Encryption is the process through which sensitive information is scrambled before it is transmitted so that it remains private even if it is intercepted. However, unless your Internet browser supports 128-bit encryption you will not be able to take advantage of this level of security.
  • off-line, your personal information is kept securely in our databases and offices, or, where relevant, by our partner companies.

We will take all reasonable steps to protect your personal information, but data can never be guaranteed 100% secure. Please note that we will not be liable for any breach of security unless we have been negligent.

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How you can help keep your personal information secure
As you would expect of us, we will take all reasonable measures to ensure that the personal information you provide through our website is held and managed securely.  However, there is a lot that you can do to help keep your personal information safe - not just on our website, but whenever you provide personal information online.

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How we use cookies
A cookie is a small text file that is saved to the hard drive of your computer when you use a website.

Our website use both session and persistent cookies.  Session cookies are transferred to your computer only for the duration of your visit to our website.  Session cookies help you to move round our website faster and, if you are a registered customer, they allow us to give you information relevant to the services you receive.  These cookies automatically expire when you leave our website or shut down your browser. Persistent cookies are cookies that stay on your computer permanently until you manually delete them.

We may use persistent cookies to:

  • recognise you as an individual customer when you log on to our website;
  • track links you take to our website from other websites;
  • track the number of times you visit particular pages and advertisements; and
  • control how often you see particular content or information, including notices and advertisements on our website.

For more general information on cookies, including how to change your browser settings and find and delete cookies on your hard drive, please visit www.aboutcookies.org (This link will open in new window).

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Links to other sites
This website includes links to other sites. We make every effort to provide links to high quality, reputable sites but we're not responsible for their privacy practices or, website content, or the services they offer.

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Your Communication with our Customer Services Teams
Your communications with our Customer Services teams (including by telephone or email) may be monitored and/or recorded for training, quality control and compliance purposes to ensure that we continuously improve our customer service standards.

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Changes to our Privacy Policy
We may change our Privacy Policy from time to time. Any changes will be published on our website which can be accessed at any time.

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Who we are
Switch2CheaperCalls is a trading name of Switch2Mobile Limited a company registered in England and Wales, company number 5416917.  Our registered office is Elwood House, Lytton Road, Barnet, EN5 5BY.  The Switch2Mobile VAT registration number is 863 8843 77.  Switch2Mobile Limited is registered under the Data Protection Act in the United Kingdom.

For further information about our privacy practices please contact our Data Protection Act Services Team.  You can contact the team by:

  • writing to Switch2Mobile Limited, Elwood House, Lytton Road, Barnet, EN5 5BY;

or

  • calling 0871 666 4293.

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Fair Use Policy

Fair Use Policy – Switch2CheaperCalls® Broadband, Switch2Cheaper Calls® Home Saver

1. About this Fair Use Policy
This fair use policy (“Fair Use Policy”) sets out the standards of conduct that you are required to meet you when you use Switch2CheaperCalls® Home Saver and Switch2CheaperCalls® broadband service (“Switch2CheaperCalls® Broadband”), and the usage guidelines we have set to ensure that all Switch2CheaperCalls® Broadband users have access to a fast and reliable service. This Fair Use Policy forms part of and is incorporated into your Agreement for Switch2CheaperCalls® Home Saver Switch2CheaperCalls® Broadband (“Agreement”).

We may change this Fair Use Policy at any time. Section 13 (Changes to this Agreement) of the Terms and Conditions for Switch2CheaperCalls® Home Saver and Switch2CheaperCalls® Broadband (“Terms and Conditions”) will apply to any changes to this Fair Use Policy.

Please contact Customer Services if you have any questions about this Fair Use Policy or if you wish to notify us of a breach of this Fair Use Policy. The contact details for Customer Services are set out in section 1 (About your Agreement with us) of the Terms and Conditions.

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2. Usage Guidelines Switch2CheaperCalls® Broadband
A small number of customers use file sharing software to upload and download files, such as music and videos, containing very large amounts of data. Please be aware that uploading and downloading copyrighted files such as music and films without the consent of the copyright owner is unlawful. Those copyright owners are able to seek Court Orders for us to disclose your details to them. Uploading and downloading files uses a lot of network capacity and can affect the speed of the network and the Switch2CheaperCalls® Broadband Service for other users during peak periods. To ensure that the majority of our users do not suffer from a very small number of high bandwidth users, we will monitor usage by looking at a number of factors including the amount of time excessive usage continues as well as the bandwidth used.

The systems that are used to provide Switch2CheaperCalls® Broadband can identify very high bandwidth users and we request that you manage your use of Switch2CheaperCalls® Broadband during peak hours, to ensure fairness to all users. Peak hours are 6pm-11pm, Monday-Sunday (including Christmas and Bank Holidays).

Our systems monitor the level of your usage on a regular basis. If we think your usage is excessive, we will tell you that your usage is excessive and request that you moderate your usage.

2.1 Key terms for Switch2CheaperCalls® Broadband Standard customers with an inclusive monthly download limit of 5GB
If you exceed your monthly download limit, we may contact you in writing asking you to limit your usage and inviting you to consider moving to Switch2CheaperCalls® Broadband Extra. If you move to Switch2CheaperCalls® Broadband Extra you will be able to receive unlimited downloads (subject to this Fair Use Policy). If you exceed your monthly download limit for a second consecutive month, or for a fifth month in any 12-month period, we may contact you in writing again advising that if you continue to exceed your monthly download limit we may automatically upgrade your Service to allow you to have unlimited downloads (subject to this Fair Use Policy). If we do automatically upgrade your Service in this way, you will have to pay the higher charges for Switch2CheaperCalls® Broadband Extra.

If you exceed your monthly download limit for a third consecutive month, or for a sixth month in any 12-month period, we may upgrade your Service to allow unlimited downloads (subject to this Fair Use Policy). If we do this you will have to pay the higher charges for Switch2CheaperCalls® Broadband Extra rates, in accordance with the Agreement. We will contact you in writing again before we upgrade your Service.

2.2 Key terms for Switch2CheaperCalls® Broadband Extra customers and customers already receiving unlimited downloads (subject to this Fair Use Policy)
If you use the Service excessively in any month, to the extent that the speed of the Switch2CheaperCalls® Broadband Service for other users is affected during peak periods, we may contact you in writing asking you to limit your usage.

If you continue to use the Service excessively for a second consecutive month, or for a fifth month in any 12-month period, we may contact you in writing asking you to limit your usage, and warn you that we may cancel your Switch2CheaperCalls® Broadband Service.

If you continue to use the Service excessively for a third consecutive month, or for a sixth month in any 12-month period, we may cancel your Switch2CheaperCalls® Broadband Service, in accordance with the Agreement. We will contact you in writing again before we cancel your Service.

If we cancel Switch2CheaperCalls® Broadband because of your excessive usage, you must still pay any outstanding amounts under your Agreement.

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3. Unlawful Activities
When you use any part of the Switch2CheaperCalls® Broadband service, you must abide by the law applicable to your part of the United Kingdom and not commit any offence or contribute to any offence being carried out. This includes not using Switch2CheaperCalls® Broadband to send, receive, store, distribute, transmit, post, upload or download any materials or data which:

  • may be deemed illegal, defamatory, abusive, offensive, anti-social, racist, distressing, harmful or threatening;
  • cause distress, anxiety or harm to another person;
  • breach any other person’s rights (including rights of privacy, rights of confidentiality, and intellectual property rights such as copyright, database rights, design rights and trade marks);
  • are or may be harmful to minors;
  • encourage or promote illegal or socially unacceptable or irresponsible behaviour;
  • have any fraudulent purpose or effect or conceal your identity or impersonate any individual or organisation or otherwise misrepresent you as a source of information;
  • intentionally cause a reduction in performance or functionality of any computer or network facilities;
  • damage or may damage our name and/or reputation or the name and/or reputation of our suppliers;
  • constitute bulk mail or ‘spam’ which the recipient has not asked for; or
  • subscribe anyone else to a mailing list without their permission.

Our suppliers have put technical measures in place to prevent you from accessing certain websites that contain illegal images of child abuse that are identified from time to time by the Internet Watch Foundation (“IWF”). These filters are comprehensive but they do not provide an absolute guarantee that you will be unable to view such illegal images on the internet. In addition, these measures do not filter other content which you may find distasteful, such as “adult” material. On this basis, you may wish to install additional software on your computer to prevent access to inappropriate websites or content on the internet.

For further information regarding the IWF, please visit their website at www.iwf.org.uk.

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4. Usage Guidelines Switch2CheaperCalls® Home Saver

4.1 Key terms for Switch2CheaperCalls® Home Saver
If you exceed your unlimited monthly limit (subject to this Fair Use Policy of 1000 minutes or 150 free calls), we may contact you in writing asking you to limit your usage and inviting you to consider moving to Switch2CheaperCalls® Business. If you move to Switch2CheaperCalls® Business you will be able to receive unlimited calls (subject to the Business Fair Use Policy). If you exceed your monthly call limit for a second consecutive month, or for a fifth month in any 12-month period, we may contact you in writing again advising that if you continue to exceed your monthly call limit we may automatically upgrade your Service to allow you to have unlimited calls (subject to Business Fair Use Policy). If we do automatically upgrade your Service in this way, you will have to pay the higher charges for Switch2CheaperCalls® Business. We will contact you in writing again before we upgrade your Service.

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5. Network Security
You must not use Switch2CheaperCalls® Broadband to violate our network security or any third party’s system or network security by any method including:

  • gaining or providing access to or use of data, systems or networks, including any attempt to probe, scan or test the vulnerability of a system or network without the permission of the owner of that network or system;
  • monitoring data or traffic on any network or system without the permission of the owner of that network or system;
  • interfering with any user, host, system or network without the permission of the owner of that network or system;
  • sending, receiving, storing, distributing, transmitting, posting, uploading or downloading any materials designed to violate our network security or anyone else’s system or network security (including but not limited to viruses, worms, corrupted files, hoaxes, Trojan horses, tools
    designed to compromise the security of other websites’ programs or services designed to send or enable the sending of unsolicited advertisements); and
  • connecting the Switch2CheaperCalls® Broadband service to insecure machines or services able to be exploited by others to carry out actions which constitute a breach of this Fair Use Policy.

You must not adapt, modify, decompile or reverse engineer any part of the Switch2CheaperCalls® Broadband service. You are responsible for all materials and/or data originating from the machines and/or networks that you have connected to the Switch2CheaperCalls® Broadband service. You must immediately disconnect (and then secure before reconnection) machines generating materials and/or data which breach this Fair Use Policy once you are notified of such activity by us or our suppliers.

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6. Email Accounts
As part of the Switch2CheaperCalls® Broadband service you may have the ability to use one or more email accounts, up to a maximum of five. Each such email account will have a separate email address.

You should not allow any of your email accounts to exceed 20MB in size. If your email account exceeds 20MB, incoming emails may be bounced with a message that states that your account is full. If you do not access your email account for a period of six months or more, we may deactivate your email account and any incoming mail may be bounced with a message that
states that your email account is inactive.

We may deactivate an email account on cancellation of the Switch2CheaperCalls® Broadband service or otherwise in accordance with the Agreement (including this Fair Use Policy). When we do so, the email account will cease to exist and, for a reasonable period afterwards, any incoming mail may be bounced with a message that states that your email account is inactive.

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7. Webspace
As part of the Switch2CheaperCalls® Broadband service you may be given up to 50MB of internet hosting space, which allows you to host your own websites (“Webspace”). Your Webspace must not contain content that breaches section 3 (Unlawful Activities) and/or 4 (Network Security) above.

You must not use your Webspace to:

  • impersonate a third party;
  • pass yourself off as connected with or endorsed by any third party; or
  • use any domain name or trade mark belonging to any third party without their permission.

You may not operate, or link to, a website where access is subject to a premium rate telephone charge. If your Webspace generates abnormally high traffic, we may investigate and where any term of this Fair Use Policy appears to have been breached, take appropriate action (including, without limitation, limiting access to your Webspace and/or blocking access to your Webspace).
You are responsible for retaining copies of your files and data – we will not be responsible for the loss of any files or data.

We may require you to remove content and/or links from your Webspace if we consider them to be in breach of this Fair Use Policy or the Agreement.

If you exceed 50MB of Webspace, you will be asked to remove excess files. If you fail to do this, we will remove your entitlement to Webspace.

If your subscription to Switch2CheaperCalls® Broadband is cancelled for any reason, we will delete your Webspace.

Your Webspace may not be used to distribute or advertise any of the following material:

  • software for sending bulk e-mails or “spam” which the recipient has not asked for;
  • software for port scanning, virus creation, hacking or any other illegal or antisocial activity;
  • lists of addresses, telephone numbers, e-mail addresses or other such contact details except where all the addressees have given their explicit permission to have such details listed; or
  • any collection of personal data other than in accordance with all applicable data protection legislation.

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8. Security
Do not disclose your username or password to anyone. You are responsible for the security of these. We may request that you change your username, password and/or email address.
You are responsible for the set-up and security of your computer and any software that may run on your computer. You should protect your computer with anti-virus software and keep your computer updated regularly.

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9. Use of Switch2CheaperCalls® Broadband
You must use Switch2CheaperCalls® Broadband in compliance with our instructions regarding health and safety or instructions that are intended to prevent the Switch2CheaperCalls® Broadband service being disrupted.

You must be at least 18 years old to be a Switch2CheaperCalls® Broadband user. Sub-users under this age must have permission from the account holder to access Switch2CheaperCalls® Broadband. Before using any part of the Switch2CheaperCalls® Broadband service, you must obtain permission from the person who pays the bill for Switch2CheaperCalls® Broadband.

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10. Fair Use Policy Enforcement
We will block any electronic communication that we reasonably consider to have breached this Fair Use Policy.
If you have breached this Fair Use Policy, or we reasonably suspect that you may have breached this Fair Use Policy, we will notify you by email (provided that this notification
will not prejudice any investigation) and we may also:

  • immediately suspend your access to Switch2CheaperCalls® Broadband (or any part of the Switch2CheaperCalls® Broadband service, including without limitation email accounts and/or Webspace) until we are satisfied the breach has stopped;
  • cancel Switch2CheaperCalls® Broadband in accordance with the Agreement;
  • pass on the details of the breach of the Fair Use Policy to any relevant government, statutory, self-regulatory or law enforcement authority;
  • pass on your details to copyright owners if we are required to do so by a Court or any other relevant government, statutory, self-regulatory or law enforcement authority;
  • investigate the alleged breach of the Fair Use Policy, which may include gathering information from you and/ or the complaining party (if any) and the examination of any other data or other material on the network or our servers; and/or
  • remove (either temporarily or permanently), copy, store, monitor or otherwise deal with data and/or other material on the network or our servers.

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Date last updated: August 2009

This Fair Use Policy applies to any Switch2CheaperCalls® Broadband service or Switch2CheaperCalls® Home Saver ordered on or after 01 August 2009 from the date of order.

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Terms and Policies

In order to make this information easier to read, we have organised it into a series of headings. Simply click on a subject to go straight to it or scroll through the page for full details:

1. Terms and Conditions

2. Privacy Policy

3. Fair Use Policy
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