Home broadband and phone terms

Cyber Fibre is a trading name of Cyber Fits Solutions Limited, registered in England and Wales, company number 16254052, registered office 7 Sea View Park, Sunderland, SR6 7JS.

Home Broadband and Phone Terms

Version CFB-HOME-2026.9. These terms, your Order Summary and your Contract Summary together form the agreement between you and us. If the Order Summary conflicts with these terms, the Order Summary takes priority. Nothing in this agreement affects your statutory rights.

We are Cyber Fits Solutions Limited, trading as Cyber Fibre, registered in England and Wales (company number 16254052), registered office 7 Sea View Park, Sunderland, SR6 7JS. Contact: support@cyberfibre.uk, 0191 543 3564. You are the person named in the Order Summary.

1. Definitions

Services means the broadband service, any phone line and any extras in the Order Summary. Equipment means any router, mesh unit, phone, adapter or other hardware we supply. Minimum Term means the minimum term in the Order Summary, starting on the Service Commencement Date. Service Commencement Date means the date the Services are first made available for use. Charges means all amounts payable under this agreement. Price guide means our list of other charges at cyberfibre.uk/prices.

2. Your right to cancel

2.1 You can cancel this agreement for any reason within 14 days starting the day after you sign it. To cancel, tell us clearly by email to support@cyberfibre.uk, by phone on 0191 543 3564, or by post to 7 Sea View Park, Sunderland, SR6 7JS. You can use the cancellation form at the end of these terms, but you do not have to.

2.2 If you cancel, we will refund everything you have paid within 14 days of you telling us, using the same payment method.

2.3 If you asked us at checkout to start the Services within the 14 day period and then cancel, we will deduct a fair amount for the Services provided up to the day you told us, worked out as a daily share of your monthly Charges. If you keep Equipment we supplied, we may deduct its value as shown in the Order Summary, unless you return it to us within 14 days of cancelling in the condition you received it.

3. The Services

3.1 We will provide the Services at the installation address with reasonable care and skill.

3.2 The Services are delivered over third party networks. Your Order Summary and Contract Summary set out the maximum, normally available and minimum download and upload speeds for your connection. Speeds are measured over a wired connection to your router: WiFi, your devices and your internal wiring can make them slower. The speeds are estimates, not a guarantee.

3.3 If your speed is significantly and persistently below the minimum speed, tell us. We will ask you to run speed tests on a device connected to the router by network cable, with other devices not using the connection, at different times of day. Tests over WiFi or through other equipment measure your own set up rather than the Services, so they do not count towards the minimum speed. We may also test the connection ourselves. We will investigate and try to fix it. If we cannot bring your speed up to the minimum speed within 30 days of you telling us, you can end the broadband, and any phone line with it, without an early termination charge, by telling us within the following 30 days.

3.4 We will use reasonable care to keep the Services working and to fix faults quickly, but we cannot promise they will never be interrupted.

3.5 The Services are for personal and household use.

4. Installation

4.1 Installation depends on availability and technical feasibility. Dates are estimates, and we will keep you informed.

4.2 If installation cannot go ahead, or would cost more than your Order Summary says, we will tell you before any work is done. You can accept the new price or cancel and receive a full refund.

4.3 Please make sure someone aged 18 or over is at the property to let the engineer in. If a visit cannot go ahead because of something within your control, we may charge the missed appointment fee in our price guide. The network provider or our wholesale suppliers may contact you directly about installation appointments, access to the property, faults and emergencies.

4.4 Charges start on the Service Commencement Date.

5. Charges and payment

5.1 The Charges are in your Order Summary and include VAT.

5.2 Installation, Equipment and your first month are paid when you order, by Instant Bank Pay through GoCardless or by debit or credit card through Stripe, or, if you choose to pay by Direct Debit instead, collected by Direct Debit through GoCardless a few working days after you order. If you pay by card, you also set up a Direct Debit through GoCardless before we place your order. After that, monthly Charges are billed in advance and collected by Direct Debit through GoCardless on your chosen date. Your first Direct Debit may include a part month so that later payments fall on your chosen date. Your Direct Debit is protected by the Direct Debit Guarantee.

5.3 If a payment fails we will contact you and try again. If Charges remain unpaid 14 days after they are due, we may suspend the Services after giving you at least 7 days' notice. We may charge the failed payment and reconnection fees in our price guide; these reflect our costs. We will take extra care before suspending the Services of anyone who tells us they are in vulnerable circumstances.

5.4 Our price guide lists every other charge that may apply. We do not charge anything that is not in your Order Summary, these terms or the price guide.

6. Price changes

6.1 Your monthly Charges increase on 1 April each year by the amount in pounds and pence shown in your Order Summary, which also shows the price you will pay after each increase during your Minimum Term. This increase is part of the agreed Charges. After the Minimum Term the same increase applies each 1 April; we will tell you at least one month before each one, and you can end the Services at any time on 30 days' notice under clause 7.1.

6.2 Apart from that, if we want to change the Charges or these terms in a way that is not solely to your benefit, we will give you at least one month's notice, and you can end the agreement within one month of our notice without any early termination charge.

7. Minimum Term and ending the agreement

7.1 At the end of the Minimum Term, the Services continue month to month at the same Charges (including the annual increase in clause 6.1). You can end them at any time after the Minimum Term with 30 days' notice.

7.2 We will contact you between 10 and 40 days before your Minimum Term ends to tell you it is ending, what you pay now, what you will pay afterwards and our best prices for you. Once a year after that we will tell you our best prices again.

7.3 Early termination charge. If you end the Services during the Minimum Term (other than under clauses 2, 3.3, 6.2, 7.6, 10.3 or 12.3), or we end them under clause 7.5(a) or (c), you must pay an early termination charge. It is the monthly Charges (including any phone line) for the months left in the Minimum Term, less 10% to reflect the costs we save and the benefit of being paid early. Part months are charged pro rata. The figure includes VAT. Example: with 6 months left, the charge is the monthly Charges due for those 6 months, at the prices that would apply in each of them (any discount only while it lasts, and any annual increase from the date it applies), less 10%. Your Order Summary shows this example worked out for your order. You will not pay more than this.

7.4 Moving home. Please tell us at least 30 days before you move. If we can provide the Services at your new address, we will move them; your Minimum Term carries on, and we will tell you about any installation charge before we go ahead. If we cannot provide the Services at your new address, you can end them with 30 days' notice. The early termination charge in clause 7.3 applies, because we still have to pay the network for the rest of your Minimum Term.

7.5 Ending by us. We may end this agreement by telling you in writing if: (a) Charges are still unpaid 14 days after we suspended the Services under clause 5.3, and when we suspended them we warned you that we would end the agreement if you did not pay; (b) you seriously or repeatedly break clause 9 and, where it can be put right, you have not put it right within 14 days of us asking you to; or (c) you gave us information when ordering that you knew was false and that mattered to our decision to provide the Services. Before ending the agreement of anyone who has told us they are in vulnerable circumstances, we will take extra care and talk to them about their options.

7.6 If a network stops serving your address. The Services rely on networks and suppliers we do not own. If one of them stops providing service at your address, or we can no longer provide the Services there for another reason outside our reasonable control, we will tell you as soon as we can and, where we can, offer you another service. If we cannot offer one, or you do not want it, we may end the affected Services by giving you at least 30 days' notice, or as much notice as we are given if that is less. You will not pay any early termination charge, we will refund any Charges you paid for the period after the Services end, and you can still take your phone number to another provider.

8. Equipment

8.1 Equipment we supply, whether you paid for it or it was included in your package, is yours to keep, including when the Services end. Its value is shown in the Order Summary; this only matters if you cancel within 14 days under clause 2 and keep it.

8.2 Equipment comes with the manufacturer's warranty and your statutory rights under the Consumer Rights Act 2015. We cannot guarantee WiFi coverage in every room.

8.3 Network equipment. The network fits its own equipment at your home, such as the fibre box on the wall where the fibre enters. It belongs to the network, not to you or us, and stays in place when the Services end. Please do not remove, open or move it, and let the network in, at reasonable times, to install, repair or collect it. If it is damaged deliberately or carelessly by someone in your home, we may pass on the network's reasonable charge to repair or replace it, and we will show you the charge first.

9. Using the Services

9.1 You must use the Services lawfully and not misuse the network. In particular, you must not use the Services to: (a) send spam or other unsolicited bulk messages; (b) access, store or share material that is illegal or that infringes someone else's rights; (c) attack, probe or interfere with any network, system or device without permission, or spread malicious software; or (d) resell the Services or share them with people outside your household. You are responsible for how anyone you allow to use the Services uses them.

9.2 We may suspend the Services where we reasonably suspect fraud, misuse or a risk to the network, where the law requires it, or where a network provider requires it because of misuse, a risk to its network, or the law. We will tell you first where possible and, if the suspension is not caused by you, you will not pay for the period the Services are suspended.

9.3 We may apply reasonable traffic management to protect the network, as explained at cyberfibre.uk/traffic-management.

9.4 If we detect a security threat coming from or aimed at your connection, such as malware or a denial of service attack, we may block the affected traffic for as long as needed to protect you and the network. We will tell you what we have done and why.

10. Faults and support

10.1 Report faults to support@cyberfibre.uk or 0191 543 3564. We will investigate, keep you updated and fix faults within a reasonable time.

10.2 If an engineer visit finds the fault was caused by your own equipment or wiring, we may charge the engineer visit fee in our price guide. We will tell you about this before booking a visit.

10.3 If a fault that we are responsible for fixing seriously affects your use of the Services and is not fixed within 30 days of you reporting it, you may end the affected Services without an early termination charge.

10.4 If you have additional needs or are in circumstances that make you vulnerable, please tell us and we will do what we reasonably can to help, as set out in our extra help policy at cyberfibre.uk/extra-help. If you are disabled and rely on the Services, we will prioritise fixing your faults. We can provide your agreement, bills and other letters in other formats, such as large print, on request and free of charge.

11. Switching

11.1 Switching between home broadband and phone providers uses the One Touch Switch process. When you switch to us, we arrange it with your current provider. When you leave us, your new provider arranges it, and our Charges continue until the switch completes, subject to clause 7. If you switch away using One Touch Switch, you will not pay for any notice period after the switch date.

11.2 If your switch to us goes wrong. If, because of something we or our suppliers did or failed to do: (a) your switch does not happen on the date we agreed, we will credit you £5 for each calendar day it is late; (b) you are left without broadband or phone service for more than one working day during the switch, we will credit you £8 for each further calendar day without service; or (c) we miss an appointment we agreed with you, or cancel it with less than 24 hours' notice, we will credit you £25. We will apply the credit to your account within 30 days without you having to ask.

12. Our responsibility to you

12.1 We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this agreement or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable.

12.2 The Services are for domestic use, so we are not responsible for any business losses.

12.3 We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, flood, fire, damage to the networks we use by other people, power failures or industrial action. If such an event affects the Services, we will tell you, take reasonable steps to limit its effect, and not charge you for any period in which the Services are not available. If it stops the Services for more than 30 days in a row, you may end the affected Services without an early termination charge.

12.4 Nothing in this agreement limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot legally be limited.

12.5 Apart from clause 12.4, our total liability to you under this agreement in any 12 month period is limited to £5,000.

13. Complaints

13.1 Please contact us first. Our complaints code is at cyberfibre.uk/complaints and we will send you a copy free of charge if you ask.

13.2 If we have not resolved your complaint within six weeks, or we send you a deadlock letter, you can refer it free of charge to the Communications and Internet Services Adjudication Scheme (CISAS), an independent scheme run by the Centre for Effective Dispute Resolution (CEDR), within 12 months: cedr-assist.com/consumer/cisas, cisas@cedr.com, 020 7520 3814, CISAS, Centre for Effective Dispute Resolution, 100 St Paul's Churchyard, London, EC4M 8BU. If you accept its decision, it is binding on us and we will carry it out.

14. Your information

14.1 We use your personal data in line with the UK GDPR and the Data Protection Act 2018, as explained in our privacy notice at cyberfibre.uk/privacy. We share the data needed to provide the Services with the network provider, our wholesale suppliers, GoCardless, Stripe and other service providers named in our privacy notice.

15. General

15.1 This agreement is governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

15.2 If part of this agreement is found invalid, the rest continues in force.

15.3 You may not transfer this agreement to someone else without our agreement, which we will not unreasonably refuse. We may transfer it to another company in our group or a successor, provided this does not reduce your rights.

15.4 We may give you notices by email to the address in your Order Summary.

16. Phone service

This clause applies if your Order Summary includes a phone line.

16.1 Your phone line uses internet calling (VoIP) over your broadband. You can use a phone plugged into your router (where your router has a phone socket), a phone or adapter we supply, or our app on your phone or computer. If you chose a mobile divert, calls to your number are sent to the mobile number you gave us, and you cannot make calls from the line.

16.2 Emergency calls. You can call 999 and 112 free of charge. Because the line uses your broadband and mains power, it will not work in a power cut, or if your broadband, router or adapter is not working, unless you use our app on a mobile phone with its own signal. We register the emergency address in your Order Summary so that the emergency services know where to send help. If you use the line at a different address, they may be sent to the wrong place, so tell us straight away if you move or use the line somewhere else, and we will update it.

16.3 If you rely on your phone line. Tell us before your line is set up if you have a telecare or personal alarm, or rely on your landline, for example because you have no mobile signal at home. We will help you keep your alarm working and, where you are at risk, provide a way to call 999 for at least one hour in a power cut, at no cost to you. Some alarms, fax machines and older security systems do not work over internet calling.

16.4 Calls. Calls included in your plan, as shown in your Order Summary, are not charged. Other calls are charged at our call rates published at cyberfibre.uk/call-rates and are added to your next bill, including VAT. Inclusive and unlimited calls are for normal personal use of one line; we may contact you if use is clearly beyond that. To protect you from fraud and unexpected bills, international and premium rate calls are blocked when your line starts. Ask us if you would like them unblocked.

16.5 Your number. If you are keeping your number, you authorise us to transfer it from your current provider, and any transfer fee is in your Order Summary. Transfers are carried out by the networks: we aim to complete the transfer on the day your broadband goes live, but we cannot always choose the date. Until the transfer completes, your number stays with your current provider, so do not cancel your phone service with them before then. If you choose a new number, we allocate it. You can take your number to another provider when you leave us, free of charge, and for at least one month after your agreement ends.

16.6 Phone book. Your number is not listed in the phone book or with directory enquiries. Contact us if you would like it to be.

16.7 Caller display. Your number is shown to the people you call, unless you choose to withhold it.

16.8 Term and price. Your phone line has the same Minimum Term as your broadband and ends when your broadband ends. If you add a phone line later, it ends with your broadband's Minimum Term, so adding it does not extend your agreement. Any introductory discount, the monthly price after it, and the price after each April increase are in your Order Summary. The phone line's remaining monthly Charges count towards any early termination charge in the same way as your broadband.

16.9 If you leave our broadband. We can move your phone line, with its number, to our sister company Virtual Voice so that you can keep it. Ask us before your broadband ends.

Model cancellation form

Complete and return this form only if you wish to cancel the agreement.

To: Cyber Fits Solutions Limited trading as Cyber Fibre, 7 Sea View Park, Sunderland, SR6 7JS, support@cyberfibre.uk

I hereby give notice that I cancel my contract for the supply of the following service: [service name] (order [order reference]).

Ordered on: [order date]

Name: ______________________________________

Address: ____________________________________

Signature (only if this form is sent on paper): ______________________

Date: ______________________

Want a copy? Email support@cyberfibre.uk.