Terms of Service

These Terms of Service ("Terms") are the legal terms behind the promises we make on our website. They form the agreement between Pine Media Limited ("we", "us", "Pine Media") and you ("you") for our broadband and associated services ("Services"). We've tried to keep them short and fair, written in plain English where we can. A quick summary of the things most customers ask about is in the Key Facts section just below - that summary is part of these Terms.

By ordering or using the Services you agree to these Terms, together with our Acceptable Use Policy and our Privacy Policy. Orders also include your grant of a Wayleave under the Electronic Communications Code - your permission for us to place and maintain our fibre equipment on your property (see section 11).

If anything here isn't clear, please get in touch - details are in section 25.

Key Facts

The points in this section summarise the commitments and charges most customers ask about. They do not replace the full clauses below, but they are part of these Terms.

Service establishment

  • Broadband (GIG / GLO) orders are typically fulfilled within 10 working days. Dates you choose are preferred dates; where factors outside our reasonable control cause a change we will notify you in good time and offer alternatives.
  • Leased Line and Fibre on Demand (FOD) orders require bespoke network build work and will be delivered to the timescales agreed in your Service Order.

Order cancellation & cooling‑off

  • You may cancel your order at any time during the 14 days following order confirmation, without charge.
  • If you ask us in writing to begin providing the Services during those 14 days, you may lose the right to cancel once the Services are fully performed; if you cancel after we have started work, you will pay a reasonable amount for the Services you have already received.
  • Leased Line and Fibre on Demand (FOD) orders. Where you cancel a Leased Line or FOD order after we (or our suppliers, including Openreach) have commenced survey, planning, civils or network-build work on your behalf, we may recover the full cost of the works carried out, up to the total value of the contract you ordered. See section 17 for detail.
  • Once your Service is connected and outside the 14‑day cooling‑off period, residential cancellations are handled through the "Cancelling during your Initial Term" rebill mechanic below - there is no flat early-termination fee.

Appointment cancellation & missed appointments

  • You may reschedule or cancel free of charge at any point up until 15:00 on the working day before your appointment.
  • Late cancellation charge - applies if you cancel after 15:00 on the working day before the appointment (including cancelling to the engineer on the day before we attend).
  • Missed appointment charge - applies if we attend the appointment and: (a) you are not present or cannot provide access during the booked time slot; or (b) you turn us away, or ask us not to proceed for any reason, in circumstances where we could have carried out a no‑cost installation to the standard specification.
  • Both the late cancellation charge and the missed appointment charge are set in line with BT Openreach's prevailing order‑cancellation charge (currently £114.78) and are reviewed periodically. These charges are compensatory and not subject to VAT.
  • Where we attend and are physically unable to install within your property (for reasons not attributable to you), we will fail the appointment at no cost to you.
  • Waiver in exceptional circumstances. We may waive the late cancellation or missed appointment charge at our discretion in exceptional circumstances (for example a medical emergency or bereavement). We may ask for reasonable supporting evidence (for example a hospital letter, a death certificate or equivalent), particularly where the request is repeated.

Billing & term

  • Once connected, charges are payable in advance and prices are in GBP.
  • Services have an initial minimum service period (the "Initial Term") starting from the day Service is delivered, or from when you ask us to renew your contract. The Initial Term varies by product and is shown at the point of order.
  • After the Initial Term, the Service continues on a rolling monthly basis at the prevailing standard rates. You may renew under any of our current term packages (e.g. 12 or 24 months) to access our best available pricing.
  • Cancelling out of term: for residential Services, once you are out of your Initial Term you can cancel at any time with no notice period and no further bills - the rolling monthly charge simply stops at the end of your current billing cycle.
  • Cancelling during your Initial Term (no penalty fees): if you cancel early, we do not charge a flat early-termination fee. Instead, we rebill you at the rate of the longest term you have actually completed, so you only ever pay the rate you have earned - never more than if you had chosen that shorter term from the start.
    Worked example: on GIG 550 24‑month at £27/mo, if you cancel at month 13 we rebill at the 12‑month rate (£30/mo). The £3/mo difference across the 13 months you had service comes to a £39 final bill - that is all. Leave before completing 12 months and we rebill at our £32 rolling rate instead.
    Why the rates differ: longer-term plans are cheaper per month because the cost of installing fibre to your home is spread across the contract. The rebill makes sure you only ever pay the rate appropriate to how long you actually stayed.
  • Moving house? Just tell us. If we can't serve your new address, it's handled like any other residential cancellation (see "Cancelling out of term" or "Cancelling during your Initial Term" above) - no special charge.

Business, Enterprise and Leased Line contracts may have different notice and early-termination arrangements set out in their Product Terms.

1. Parties

Pine Media Limited is a company incorporated in England under company registration number 09571618, whose registered office is Unit 3, Parkwood Business Park, 75 Parkwood Road, Neepsend, Sheffield, S3 8AL (the "Company", "we" or "us").

The "Customer" is the person or organisation identified by the customer details completed on the Service Order Form ("you").

2. Definitions

  • Agreement - these Terms together with any Service Order Form and any applicable Product Terms.
  • Equipment / Products - any router, ONT, Wi‑Fi device or related hardware we supply or lease, plus software and services detailed on the Service Order.
  • Network - the electronic communications network used to deliver the Services.
  • Initial Term - the minimum service period stated on your Service Order Form (typically 12 or 24 months for residential Services).
  • Product Terms - additional terms and conditions that apply to specific products or services and are referred to on the Service Order.
  • Residential Service - a Service ordered for domestic, household use and not for commercial or business purposes.
  • Business Service - a Service ordered under our Business, Enterprise or Leased Line Product Terms, or otherwise ordered for commercial use.
  • Service Order - the completed Pine Media Service Order Form signed or completed online by you and submitted to us.
  • SLA - enhanced service levels available to Business or Enterprise customers subscribing to our enhanced Services with an SLA.
  • Unlimited - in the context of our Internet packages means that we do not implement any form of usage cap, subject to our Acceptable Use Policy.
  • Broadband Aggregation - utilising a single Service provided by us to supply internet connectivity to multiple separate homes or businesses, including shared workspaces where multiple businesses share the same premises.

Words in the singular include the plural and vice versa. Headings are for ease of reference and do not affect construction. Where there is a conflict between these Terms and any Product Terms, the Product Terms prevail unless stated otherwise.

3. Service Scope

We provide fixed broadband access and related features (e.g. static IP, enhanced Wi‑Fi, add‑ons) as described in your plan. Ancillary services (voice, security, managed Wi‑Fi) may have additional Product Terms. We will configure and install Equipment to the specification provided and use reasonable skill and care in performing installation and Services within a reasonable time. Where you change the specification we may charge for implementing the change at our then‑current rates.

4. Ordering & Activation

Your Service Order is placed online (or by phone with an agent who talks you through the key terms), and the contract is formed when we confirm acceptance of your order in writing - an order confirmation email is sufficient.

Pre-contract information. Before you place your order we provide a Contract Summary and a Contract Information Document covering the headline terms of your Service (price, contract length, speeds, cancellation rights, key inclusions), in line with Ofcom's General Condition C1. These documents sit alongside these Terms.

Orders are accepted subject to network availability, validation checks and our acceptance of the Service Order (which may be conditional on payment of any charges shown). Activation dates are estimates. We will notify you of material delays. Installation requirements (power, cabling, internal access) must be satisfied for activation. The price shown on your order is the price that applies once activation completes. No terms put forward by you are binding on us unless we expressly agree in writing.

Upgrading and downgrading your plan. You may upgrade your residential plan at any time during your Initial Term; a new Initial Term for the upgraded plan begins on the upgrade date. Downgrades are handled by our support team on a case-by-case basis; where a downgrade is accepted, a new Initial Term for the downgraded plan begins on the downgrade date. Any applicable installation or activation charges for physical changes (for example replacing Equipment for a different product) will be explained before they are incurred.

5. Acceptable Use

You must not use the Services to: (a) violate any law or regulation; (b) infringe intellectual property rights; (c) transmit malware, spam or harmful code; (d) attempt unauthorised access to any system; or (e) degrade network performance for other customers. We may apply proportionate traffic management to preserve overall quality and may remove material placed on our servers which violates these Terms or is otherwise harmful to our interests or other users.

We carry out proportionate, automated monitoring of traffic on our Network to detect security threats, fraud and breaches of our Acceptable Use Policy, and to keep the Network running reliably for all customers. We do this on the basis of our legitimate interests (and where applicable to perform this contract), as described in our Privacy Policy. If you use the Services in serious or repeated contravention of our Acceptable Use Policy, we may reduce, suspend or terminate the Services in accordance with section 16, and you remain liable for the original level of charges during any reduction or suspension.

No Broadband Aggregation. You must not use the Services for Broadband Aggregation. This applies whenever the Service provided is broadband. We may permit Broadband Aggregation, upon prior written consent, where the Service provided is a Leased Line or Ethernet over Fibre to the Premises (EoFTTP).

No resale. You may not resell, sub-license or otherwise supply the Services to third parties as a commercial offering (whether branded or unbranded) without our prior written consent. This does not stop normal household or office sharing among people at the service address.

6. Customer Obligations

  • Provide accurate information and keep contact details current; tell us promptly about any changes.
  • Reasonably protect login credentials and passwords, and notify us immediately of suspected compromise. You are liable for charges arising on your account, whether incurred by you or by anyone you allow to use the Services, save where caused by fraud by another person you could have had no control over.
  • Allow necessary access for installation, maintenance or recovery of Equipment.
  • Use Equipment per manufacturer and our guidelines; do not modify firmware without our consent.
  • Use the Services in conformance with published internet protocols and standards; we may restrict your communications where they do not conform or where profligate use is detrimental to us or other customers, until you provide a suitable undertaking.
  • IP addresses allocated by us remain our property; you have a non‑transferable licence to use them while you receive internet access from us, which terminates on cancellation.
  • You may not assign or otherwise transfer the Services without our prior consent. We may vary the technical specifications of Products and Services for operational or regulatory reasons, and such reasonable variance will not invalidate these Terms.
  • Account security. Before we make account changes or share account information, we may require identity verification (for example, account holder name, service address, and a passphrase or security question). This protects you from unauthorised access and social-engineering attempts.

7. Availability & Maintenance

We target high availability but do not guarantee uninterrupted service. We will endeavour to carry out necessary maintenance and support work outside UK business hours ("Planned Outages") and to notify you at least five days in advance where practicable, although the nature of the Services means this may not always be possible.

Accessibility and priority services. We can provide communications in alternative formats (including large print) on request, and can register customers who need priority assistance (for example due to disability, serious illness or reliance on the Service for care‑related purposes). Please contact us or see our Complaints page for details.

8. Speeds & Performance

Advertised speeds are achievable access line rates under optimal conditions. Actual throughput may vary due to contention, your Wi‑Fi environment, device limitations and external networks. We monitor performance and aim for consistent quality, but we cannot guarantee fault‑free performance or maximum transmission speeds at all times.

Minimum Speed Guarantee (MSG). For broadband services, we guarantee that our quoted MSG for download speeds will be achievable at least 99% of the time. For ethernet products, the MSG applies to both download and upload speeds. If, in a given 48‑hour period, the MSG is not achieved, we will accept a trouble report and begin investigating; this opens a fault on your Service until speeds are restored. We will accept speed tests from the daily tests our routers run, or - if you are using your own router - a wired speed test via speedtest.net. We may ask you to demonstrate that your router and test device are sufficiently powerful to perform the test.

Right to exit if we cannot restore the MSG. If we are unable to restore the MSG within 30 days of a valid trouble report, you may cancel the affected Service. For residential Services the Service ends with no further bills and no early-termination charges. For business Services you may terminate the affected Service without early-termination charges.

When the 30-day clock starts. The 30‑day restoration clock starts once we have investigated and confirmed the fault lies with our Network or the Equipment we supplied. Faults attributable to your own equipment, in-home cabling or Wi‑Fi setup, or external events beyond our reasonable control (including Force Majeure under section 22) do not start the clock.

9. Equipment

Equipment supplied to allow you to use the Services remains our property unless expressly sold. On termination of Service you must return (or make available for collection) Equipment in reasonable working order. We will provide a pre‑paid return label on request. If Equipment is not returned in working order within 30 days of Service termination, we may charge you for replacement or repair at the prevailing cost of the item. You are responsible for maintaining Products in good order and must make good any damage (including damage or cuts to our network) except where caused by our negligence.

10. Full House Wi‑Fi Promise

The Full House Wi‑Fi add‑on is an upgrade available with our Full Fibre broadband services, provided with an Amazon eero on both the Openreach network and our own network. If your Full Fibre service does not achieve Full House Coverage (as defined below) we will provide additional configuration, technical support and, if necessary, additional Amazon eero devices to help you reach it.

Full House Coverage means achieving a minimum download speed of 10 Mbps in all eligible rooms. We will work with you to achieve this as long as your home meets the following conditions: (i) up to 6 bedrooms; (ii) no basements, cellars or rooms below street level; (iii) no outbuildings or garden rooms; and (iv) any other reasonable parameters we may specify from time to time. If you are not reaching Full House Coverage, you agree that we may send an engineer to assess and address the issue.

Coverage Promise - £100 goodwill credit. If, after reasonable remediation (including additional eero devices and configuration support) and within the eligibility conditions above, Full House Coverage still cannot be achieved, we will at your choice either (a) credit £100 to your Pine Media account as a goodwill payment, or (b) cancel the Full House Wi-Fi add-on from the next billing cycle without charge. The Coverage Promise is available once per customer address.

11. Wayleaves

We provide Services over apparatus placed in the public highway and in private property under Schedule 2 to the Telecommunications Act 1984 (as amended by Schedule 3 to the Communications Act 2003), otherwise known as the Electronic Communications Code.

By ordering the Services, you grant us a permanent Wayleave under the Electronic Communications Code to place apparatus on your property and keep it there.

12. Fees & Payment

  • Charges are payable in accordance with your selected plan and any published pricing. Recurring charges are invoiced in advance. Payment is made in full, free from any deductions, set‑off, counterclaim or lien.
  • VAT. Residential prices are shown and charged inclusive of VAT at the prevailing rate. Business prices are shown and charged exclusive of VAT, which we will add where applicable.
  • Activation and standard installation. Activation and standard installation are free on all 12- and 24-month residential plans. Rolling monthly residential plans carry an activation fee, which is shown at point of order before you place the order. Non-standard installation work (for example additional internal cabling, routing beyond the ONT (the fibre termination box we install in your home), or work requiring a specialist visit) may be quoted separately and requires your prior agreement.
  • Price stability during your Initial Term. For residential Services, the monthly price shown on your order is fixed for the duration of your Initial Term. We do not apply inflation-linked or percentage-based mid-contract price rises.
  • Price changes on the rolling monthly tariff. Once you are out of your Initial Term and on a rolling monthly basis, we may change the price with at least 30 days' notice in writing. Because you have no notice period once out of term (see section 17), you are free to cancel at any time before or after the change takes effect, without penalty and with no further bills.
  • Business contracts. Business, Enterprise and Leased Line Product Terms may include different price-change mechanics, which will be stated in pounds and pence at point of sale.
  • Where we order third‑party equipment or services on your behalf, you are responsible for and will indemnify us against all resulting costs, including any costs incurred due to a cancellation.
  • Failure to pay may result in suspension or termination and cancellation of any contract with you. For business accounts, we may also charge interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998. You will cover our reasonable costs (including legal fees) of recovering overdue amounts. The whole of any outstanding balance becomes immediately due and payable on default.
  • We may ask you to make initial payments and/or a deposit.
  • E‑billing. You must provide a valid and current email address for E‑billing. The accuracy of that address is your responsibility. We cannot guarantee uninterrupted or reliable access to the E‑billing service and you must use it responsibly.
  • Failed payments. Cancellation of any Direct Debit agreement, or any failed or returned payment, incurs an administration fee of £20 on each occasion, reflecting our reasonable administrative costs.
  • Chargebacks. Where a payment is reversed by a card issuer or bank dispute process and we consider the charge was valid, the disputed amount remains immediately payable by you, together with any card-scheme or bank fees we incur. We will provide evidence of the charge on request and respond to disputes proportionately.
  • Invoice queries. Please raise any dispute about an invoice within 60 days of the invoice date. After that we will treat the invoice as accepted, except where UK law provides otherwise (for example unauthorised transactions).
  • Interest on overdue balances (business accounts). Business, Enterprise and Leased Line overdue balances attract interest at 8% above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998, from the due date until full payment.
  • Interest on overdue balances (residential accounts). For residential accounts we do not charge contractual interest. Where a balance remains unpaid after reasonable written reminders, we reserve the right to claim interest and reasonable recovery costs through the County Court at the applicable statutory rates.

13. Promotional Offers & Credits

From time to time we offer promotional credits and guarantees. The specific terms of each offer (including eligibility and any end date) are published alongside the offer and form part of these Terms while the offer is available. The core rules are set out below.

Cancellation re-rating (no penalty fees)

If you cancel a fixed-term plan before the end of its minimum term, no early-termination penalty fee applies. Instead, your account is re-rated for the period you actually received, using the published rate of the longest fixed-term plan you have completed in full. A worked example is in Key Facts, and the formal clause is in section 17. This does not affect your statutory cooling-off right or our 30-day Satisfaction Guarantee, both of which take priority where applicable.

Price Match Guarantee

  • If, within 30 days of your activation date, you find a comparable full fibre (FTTP) residential broadband plan available at the same service address from another UK provider at a lower headline monthly price, we will match it for the remainder of your Initial Term.
  • "Comparable" means the same or higher download speed and the same contract length, advertised publicly (not invite-only or loyalty-retention pricing), available at your service address, and on the same billing basis (e.g. we do not match plans whose discount is tied to another product such as mobile or TV).
  • You must provide a clear screenshot or link showing the competitor's advertised price, the product, the contract length and the service address. We may verify independently. The match is applied as a recurring bill credit reducing your monthly charge to the matched price.
  • The Price Match Guarantee applies once per customer per Initial Term and does not stack with other promotional credits on the same bill line.

Contract Buyout Credit (up to £150)

  • If you are leaving another UK broadband provider to join us and incur an early-termination charge or final bill from that provider, we will credit your Pine Media account with an amount equal to that charge, up to a maximum of £150.
  • Eligibility: currently available on 24‑month GIG 550 and above residential plans. The losing provider's bill or ETC invoice must be in the same customer name and service address as your Pine Media order, and must be submitted within 90 days of your activation.
  • The credit is applied to your Pine Media account as a bill credit spread across your first billing cycles (typically the first three months) until consumed.
  • Clawback if you leave early. If you cancel within your first 6 months, any Buyout Credit that has already been applied to your bills will be added as a debit to your final invoice, and any unused balance will no longer apply. This stops the scheme being used purely to collect the credit, while keeping it fair for genuine switchers.

30-day Satisfaction Guarantee

The 30-day Satisfaction Guarantee for residential Services is described in section 17 (Termination).

Full House Wi‑Fi Coverage Promise

The Full House Wi‑Fi add-on includes a coverage promise (including a £100 goodwill credit where coverage cannot be achieved despite remediation). See section 10.

14. Intellectual Property

All intellectual property rights in the Network, software, portal, Products and documentation remain with us or our licensors. You are granted a limited, non‑transferable licence to use the Services for lawful purposes. At our request and expense you will do such things and sign such documents as are reasonably necessary to enable us to obtain, defend and enforce our rights in any software and Products.

15. Privacy & Data

Processing of personal data is governed by our Privacy Policy. By using the Services you acknowledge that policy. You must provide us promptly and accurately with all information needed for us to perform our obligations, and tell us immediately if any of your details change.

If you do not pay your bills for the Services we reserve the right to transfer your debt to a third party and, in that case, to transfer your personal information to that third party for use in connection with debt recovery. We may monitor and record phone conversations for training, quality and compliance purposes. We will comply with lawful requests from law enforcement and other competent authorities and retain communications data as required by the Investigatory Powers Act 2016 and related UK legislation. We do not routinely inspect the content of your communications.

16. Suspension

We may suspend any or all of the Services if: (a) you are in breach of these Terms; (b) we or our agents need to carry out maintenance, repairs or improvements to any part of the Services; (c) we are obliged to do so by law or in line with these Terms; (d) you fail to make any payment when due; (e) we reasonably believe you have provided false, inaccurate or misleading information; (f) we believe that you or another person at your premises has committed, or may be committing, fraud against us or any other person; (g) you or anyone you authorise acts inappropriately toward our staff or agents; or (h) you are in breach of our Acceptable Use Policy.

Notice before suspension. For non‑payment (ground (d)), we will normally give you at least 7 days' written notice before suspending, and reasonable opportunity to pay or query the bill. For other grounds, we will give reasonable notice where practicable. We may suspend immediately and without notice where there is a security, fraud or legal risk; a serious or ongoing breach of our Acceptable Use Policy; or where the law requires immediate suspension.

Where suspension arises from your breach or from grounds (d)–(h) above, we may charge to reflect our reasonable costs of suspending and reinstating the Services. Normally this charge must be paid before the Services are reinstated, and you may also remain liable for charges during the period of suspension.

17. Termination

This Agreement takes effect from the date of order confirmation and continues for the Initial Term. After the Initial Term the Service moves to a rolling monthly basis on the prevailing standard rate.

Cancelling out of term (residential). For residential Services, once you are out of your Initial Term you may cancel at any time with no notice period. Your Service ends at the close of your current billing cycle and no further bills are issued. You can tell us by email, phone, live chat or our published channels.

Cancelling during your Initial Term (residential). We do not charge a flat early-termination fee. Instead, we rebill the months you have already had at the rate of the longest term you have actually completed (or, if you have not yet completed any shorter term, at our rolling monthly rate). You pay the difference for the months of Service you received and nothing more. A worked example appears in the Key Facts above.

Upgrades and downgrades. If you upgrade or downgrade your plan during an Initial Term, a new Initial Term starts for the new plan (see section 4). On any later cancellation, the rebill applies to the plan in force at the time of cancellation; completed months on earlier plans do not carry over into the new plan's rebill calculation.

Business, Enterprise and Leased Line Services. Different notice periods, minimum terms and early-termination mechanics may apply and will be set out in the applicable Product Terms.

Leased Line and Fibre on Demand (FOD) - recovery of network-build costs. Leased Line and FOD orders typically require bespoke network extension work (survey, planning, wayleave and civils activity, fibre build and commissioning) undertaken by us or by our third-party suppliers (including Openreach) specifically for your order. If you cancel a Leased Line or FOD order - whether during or after the 14‑day cooling‑off period - after such works have been ordered or commenced, we may recover the full cost of those works from you, including any non-refundable third-party charges we have incurred, up to the total value of the contract you ordered. We will, on request, provide a reasonable summary of the costs we are recovering. This applies in addition to any other early-termination mechanics set out in the applicable Product Terms, but we will not double-charge the same cost.

No early-termination charges for our failure. No early-termination charges are payable (on residential or business contracts) where termination arises from our material breach, our failure to restore the Minimum Speed Guarantee within 30 days of a valid trouble report (section 8), or a material-detriment change under section 21.

Termination for breach or insolvency. Either party may terminate immediately on written notice if the other materially breaches these Terms and, where capable of remedy, fails to remedy within 30 days of a written request to do so, or if insolvency, liquidation, winding‑up, bankruptcy, administration or receivership events occur.

Termination for fraud. We may terminate immediately (without the 30‑day cure period above) and recover all sums due, including the cost of any fraudulent use, where we reasonably establish fraud, identity theft, or the use of a stolen payment instrument in connection with the order or the Services.

Cooling‑off period. You have a statutory right to cancel your Service Order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 - a 14‑day cooling‑off period from the date of order confirmation. If you ask us in writing to begin providing the Services during the cooling‑off period, you acknowledge that you may lose the right to cancel once the Services are fully performed, and that if you cancel after we have started work you may be charged a reasonable amount for the Services you have received up to the point of cancellation.

30-day Satisfaction Guarantee. In addition to your statutory cooling-off right, we offer a 30-day Satisfaction Guarantee on residential Services. If within 30 days of your activation date you decide the Service is not right for you, you may cancel with no early-termination charges and no further bills. You remain liable for the Services you have already used up to the point of cancellation and must return any loaned Equipment in working order (we provide a pre-paid return label - see section 9). The Satisfaction Guarantee is available once per customer and once per service address, and does not apply to Business, Enterprise or Leased Line Services.

Effect of termination. Termination does not affect any accrued rights or liabilities, including your obligation to pay for Services supplied (and work in progress) prior to termination. Any Equipment provided remains our property and must be returned in working order on termination.

18. Switching Provider

You have the right to switch to another communications provider at any time, subject to any Initial Term charges described in section 17.

One Touch Switch. Ofcom's One Touch Switch process applies to residential landline and broadband switches between UK providers. Under this process you contact only your gaining provider, who coordinates the switch with us on your behalf. Within one working day of being notified, we (as your losing provider) will send you a Switching Information message covering any early-termination charges, outstanding device costs, impact on bundled services, and the implications of the switch. The switch completes on a single agreed date.

Compensation for switching delays. If the switch is delayed or results in a loss of service through our fault beyond the timescales set by Ofcom's switching rules, you may be entitled to compensation in accordance with those rules.

Moving home. If you move house, simply tell us. Because residential cancellations are handled under section 17 (no notice period once out of term; rebill at the rate of the longest completed term during an Initial Term), no separate "moving home" charge applies - your exit is treated like any other residential cancellation.

19. Liability

Nothing excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law. Subject to that, we are not liable for indirect or consequential loss, loss of profits, business, anticipated savings, sales or turnover, reputation, contracts, customers, use of software or data, wasted management time, or purely economic losses.

Damage to your property caused by our negligence. If our engineer negligently causes direct physical damage to your property during an installation or service visit (for example carpet, flooring, internal walls or fixtures), this is not subject to the 12‑month fees cap below. Our liability for such damage is capped at £5,000 per incident. Please report any damage to us within 7 days of the visit so we can investigate.

Subject to the above, our aggregate liability for all other claims made by you in relation to any Products or Services provided under this Agreement will not exceed the charges paid in the previous 12 months for that Product or Service against which the claim is made, however the claim arises (including negligence, breach of contract, tort, misrepresentation - excluding fraudulent misrepresentation - or breach of statutory duty).

We accept no liability for failures arising from acts or omissions of third parties (including our suppliers and third‑party telecommunications providers) or for any delays, non‑deliveries, missed deliveries, service interruptions or events beyond our control. Unless we expressly agree otherwise, we are not responsible for the security of your networks or systems and are not liable for unauthorised access to them. We have no control over the content of information passing over the Network and exclude all liability for its transmission or reception.

Dedicated service downtime. For "Dedicated" services, we will reimburse downtime reported to us in writing (by emailing support@pinemedia.net) on a per‑minute basis proportionate to the affected Service's monthly cost, subject to the 12-month liability cap in this section. The first minute of any claim is not covered. Downtime is not reimbursed where it is caused by: (a) your own equipment, cabling or in-home network; (b) negligent use of the Services or our Equipment; (c) Planned Outages or maintenance we have notified in accordance with section 7; or (d) Force Majeure events under section 22.

20. Indemnity

You indemnify us against third‑party claims arising from misuse of the Services, breach of these Terms, or infringement resulting from your content or instructions (except where caused by our negligence). You must promptly notify us of such claims, give us full authority to defend, compromise or settle them, and provide reasonable assistance at your expense. We are not responsible or liable for any third‑party charges from other organisations (such as telephone or content providers) incurred while using the Services, and you will indemnify us against any such claims or charges.

21. Changes to Service / Terms

We may modify the Services or these Terms to reflect improvements, security updates, operational needs, or legal or regulatory changes.

Notice of changes. We will give you at least 30 days' written notice of any change to these Terms or to your Service that is of material detriment to you. Within 30 days of that notice you may cancel the affected Service free of any early-termination charges, and (for residential Services) with no further bills. For other changes - including routine clarifications that have no material impact on you - we will give reasonable notice where practicable.

22. Force Majeure

Neither party is liable for delay or failure caused by events beyond reasonable control - including lightning, flood, exceptionally severe weather, fire, act of God, explosion, war, terrorism, civil disorder, strike or industrial dispute, malicious damage (including virus or hacking attacks), compliance with a law or governmental order, accident, third‑party interference, or acts or omissions of third‑party telecommunications providers - provided reasonable mitigation efforts are taken.

23. Governing Law

These Terms and any dispute or claim (including non‑contractual) are governed by the laws of England and Wales. The English Courts have exclusive jurisdiction, subject to any applicable consumer protection exceptions. Disputes will first be referred in writing to each party's authorised representative, who will meet and attempt to resolve the dispute within 30 business days.

24. Complaints & Alternative Dispute Resolution

If something goes wrong, please tell us first - most issues are resolved quickly. Our full Complaints Code of Practice sets out how to complain, the information to include, and our response timelines.

Alternative Dispute Resolution. We are members of CISAS, an Ofcom-approved Alternative Dispute Resolution (ADR) scheme run by the Centre for Effective Dispute Resolution (CEDR). If your complaint has not been resolved after the escalation window published in our Complaints Code, or if we issue you a deadlock letter earlier than that, you have the right to refer your complaint to CISAS free of charge. CISAS is independent and its decision is binding on us.

Nothing in these Terms prevents you from pursuing your statutory rights through the courts, including in the local courts available to consumers resident in Scotland or Northern Ireland.

25. Contact

For questions about these Terms, email support@pinemedia.net or call 0114 299 1699. For formal complaints, please use complaints@pinemedia.net or the channels on our Complaints page.

Not sure where to start, or can't find what you're looking for? Just ask support - we'd rather point you to the right answer than see you wade through legalese.

Last Updated: 22 April 2026

If any provision of these Terms is held unenforceable the remaining provisions remain in effect. No forbearance, delay or indulgence by either party in enforcing these Terms will prejudice that party's rights or operate as a waiver of any subsequent breach.