Broadband Service – Terms
- Service Description
The Broadband Service provides internet connectivity using the available network infrastructure at the Customer’s location. Service performance is subject to technical limitations, network conditions, and third-party availability, including Openreach where applicable. - Speeds and Performance
2.1 Any download or upload speeds quoted at the point of sale, in marketing materials, or during line assessments are indicative only and do not constitute a guarantee of actual performance.
2.2 Actual speeds may vary due to factors including, but not limited to, line quality, distance from the exchange or cabinet, local network usage, equipment quality, in-premise wiring, and peak-time congestion.
2.3 The Customer acknowledges that broadband speeds can fluctuate and that temporary reductions in performance do not constitute a service fault. - Network Infrastructure and Availability
3.1 Broadband service is dependent on the underlying network infrastructure provided by Openreach or other relevant carriers.
3.2 Installation dates, activation times, and repair times may be impacted by engineer availability, access requirements, and external network conditions.
3.3 The Customer accepts that delays caused by Openreach or other infrastructure providers are outside the control of Barclay Digital Services. - Faults and Service Restoration
4.1 Any reported fault will be investigated in line with the Care Level associated with the Customer’s service.
4.2 The applicable Care Level determines response times, diagnostic processes, and the targeted repair window. These Care Levels follow Openreach standards where relevant.
4.3 Restoration times are targets only, and are not guaranteed. Factors such as weather conditions, local outages, engineer availability, or major network incidents may extend repair times.
4.4 The Customer is responsible for ensuring that all equipment on their premises is maintained in good working order. Faults caused by Customer equipment, internal wiring, or damage may incur charges. - Service Interruptions and Downtime
5.1 Some interruptions, slowdowns, or outages may occur due to planned maintenance, unforeseen network failures, or third-party faults.
5.2 Planned maintenance will be conducted with reasonable notice where possible.
5.3 No compensation will be provided for loss of service unless explicitly stated in the Customer’s contract. - Customer Responsibilities
The Customer must:
6.1 Provide access to the premises for engineering visits where required.
6.2 Use approved equipment and ensure it is properly installed.
6.3 Take reasonable steps to identify internal causes of issues before logging a fault (e.g., checking cabling, routers, and power supply). - Liability and Limitations
7.1 Barclay Digital Services is not liable for performance issues caused by third-party infrastructure, network congestion, power outages, or factors outside our control.
7.2 The service is provided on a best-effort basis unless explicitly stated otherwise in the Customer’s agreement. - Changes to Service
We may update or modify these Terms where necessary to comply with regulatory requirements, network changes, or service improvements.