Code of Practice for Domestic and Small Business Customers

This Code of Practice lets you know:

A bit about our parent company
What services we offer
How you can buy our services
How you can pay for our services and how we will bill you for these services
What to do if you have a complaint

1: Introduction

now broadband

now broadband is a brand of UK Broadband Limited “UK Broadband”. A wireless broadband internet provider based in the UK.

now broadband enables customers to make a high-speed wireless connection to the internet without the need for a telephone line (ADSL) or a cable TV connection (Cable modem). For the first time people can buy wireless broadband, take home a sales pack, power on the now modem and after a simple plug and play installation process, immediately have all the benefits of broadband internet, without the need for any fixed line or cable. Other than the wireless nature of the connection, the service is similar to ADSL or cable modem service.

UK Broadband is a wholly-owned subsidiary of PCCW Limited, the largest telecoms provider in Hong Kong where its broadband service is provided to over 700,000 customers. UK Broadband owns Public Fixed Wireless Access licences in the UK enabling us to provide Broadband Internet services to residential consumers and small businesses.

2: Contact details

UK Head Office Address

UK Broadband Limited
6 The Square
Stockley Park East
Uxbridge UB11 1FW

Customer service phone number(s):

Free phone: 0800 056 9555 (Monday to Friday, 9am – 7pm) Fax: 01709 765 690

Customer service e-mail: support@mynow.co.uk
Web site: www.mynow.co.uk

3: Terms and conditions, including prices and tariffs

Services Offered

now offers 3 levels of service (correct on January 30th 2007):

1 Mbps wireless broadband - Ł18 per month (12 month contract)
512Kbps wireless broadband - Ł14 per month (12 month contract)
256Kbps wireless broadband - Ł10 per month (12 month contract)

Options 1 and 2 also have a low commitment option, allowing 1 month notice on service usage, with a Ł30 one off set up fee.

All options comes with a free now modem (this is returnable after service termination)

For our service terms & conditions www.mynow.co.uk/service-tncs

Service availability

Service availability is contingent on the network infrastructure
The customer may be able to subscribe to different services dependant on their geographical location
These services may include but will not be limited to 256kbps, 512kbps, 1MBps, now card etc

Modem Delivery & Replacement

Modem delivery is subcontracted through a recognised third party logistics company (Royal mail)
All customer orders completed before 3pm are dispatched by the agent to the customer the next working day using standard delivery before 1pm. NB. Orders before 3pm on a Friday are generally delivered the following Monday
If the customer is not available to accept delivery a card is left. The modem will not be left without a signature. Please note that the modem can be left with a spouse, child or someone at the same address but it will not be left with a neighbour.
The modem equipment is and remains the property of UKBroadband. Faulty equipment is replaced at UKBroadbands cost
If a customer has lost or damaged their modem it is replaced at the customer's expense - The cost of replacement is specified on the order form at the time of purchase, this is currently Ł150

Purchasing

Currently the now service can be obtained via the following channels

Website - www.mynow.co.uk
Telephone - Campaign dependant
Direct sales
Specific promotional events
Small retail shops in specific geographical locations

Service Subscription & Pre-Registration

The customer subscription is linked to a Product Information Bulletin or PIB, the order form in conjunction with the PIB determines the contract / offer terms that the customer is bound to
A prospect can only subscribe to the service if they are in a coverage area. In order to ascertain if a prospect is in coverage their postcode is matched/ checked against the coverage checking system

If the postcode is in the service area, then the prospect may subscribe
if the postcode is not in the service area, then the prospect may pre-register for service

The person subscribing to the service must confirm that they are 18 years old or over
The person paying for the service is solely responsible for the account
A contract can only be transferred to another person with the express permission of the person paying the bill; any such request must be made in writing either in an electronic or paper format.

Pricing Information

The latest pricing and special offers are available at

www.mynow.co.uk/service-plans

Customer contract obligations

The customer contract is the sole responsibility of the person paying the bill
Payments are made in full using the following methods

Credit card
Debit card
Switch card
Solo card (Not used for recurring payments)
Electron
Direct debit

Bill advices are issued and sent by email to the bill payer/ customer on a monthly basis
Charge disputes must be made within 30 days or one-month after bill issuance

Billing

Where possible all correspondence with customers is in a paperless format

Email
Telephone

Billing is cyclical and on one of 28-days with 29, 30 and 31 forced to the 1st of each month
now bills do not include any pro rata charges except in specific circumstances after the customer account has been terminated or pro-rata refund on price plan change mid-bill cycle or customer changes to the billing date
Each new customer is billed monthly in advance for the term specified and in association with any Product Information Bulletin
All billing / account correspondence is with the person paying the bill only

Credit & Debit Card payments

The bill payer/card holder must accept the terms and conditions when subscribing to the service
An order confirmation email is sent to the bill payer confirming the order details and that the card details have been authorised.
Modem dispatch only takes place once payment details have been verified
Email bills are sent to the card holders preferred email address as well as their mynow email address

Direct Debit payments

Before setting up a direct debit the first payment is processed using a valid credit or debit card, including Solo and Electron.
When creating the direct debit the billing address details are captured as well as all the mandatory bank account details
An email is sent to the customer confirming the direct debit instruction, this also contains details relating to the direct debit guarantee

Changing Billing & Payment Details

The person paying the bill is the only person able to change the billing and payment details
Such changes can only done via the website or via the customer contact centre and authorised in accordance with the principles of data protection

Cancellation

The customer has the right to cancel their services within the first 30-days of service. This can be done via telephone through now support on 0800 0569555.

A full refund of all subscription related charges in this period is then provided to the customers' credit or debit card.

In Contract Termination of Account

To cancel their account after 30-days of service the customer must :

Provide 30-days notice of their wish to cancel by contacting now customer support
Pay the remainder of their contract fees or pay a one off Ł50 charge to buy themselves out of their contract

Note: End of contract charges do not apply to customers who subscribed to a low commitment price plan or who are out of their 12-month commitment period.

However, should any customer fail to return the modem within 14-days of termination / cancellation of the account an additional charge of Ł150 will levied against them.

For a full set of now Terms and conditions please see the link below:

www.mynow.co.uk/service-tncs

4: Customer service

Money Back Guarantee

The money back guarantee offer is restricted to one offer per customer in any twelve month period. UK Broadband reserves the right to refuse to provide the service to any person or to terminate with immediate effect a contract with a customer for the service where UK Broadband discovers that a person is in breach of this restriction.

Complaints Handling

If you should have cause to complain about our service, please use the following channels:

Email: support@mynow.co.uk

Phone: 0800 056 9555

Fax: 01709 765 690

Mail:
Customer Complaints
now wireless broadband
PO Box 894
Uxbridge, UB8 9EX

All complaints will be acknowledged with 24 hours of receipt. Where applicable the Customer Support team will escalate complaints through team leader for resolution.

If the complaint is not resolved within 7 days the customer will be informed and a mutually agreed deadline will be set with the agreement of the Head of Customer Services.

Dispute Resolution

If a complaint is not resolved to your satisfaction within 3 -months of now receiving the complaint or indeed the issue has reached deadlock, you may refer your dispute to the Communications and Internet Services Adjudication Scheme (CISAS), this is an independent adjudication scheme approved by Ofcom.

Contact details for CISAS:
Mail to: cisas@drs-ciarb.com

Post: CISAS

The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP
Phone: 020 7421 7432
Fax: 020 7404 7150
Web: www.arbitrators.org/cisas

5: How to obtain this Code of Practice

Code of Practice

The code of practise is available on www.mynow.co.uk or a copy can be ordered from now Customer Support on 0800 056 9555

6: Contact details of related organisations

CISAS

CISAS
c/o Dispute Resolution Services
The Chartered Institute of Arbitrators
12 Bloomsbury Square
London
WC1A 2LP

Telephone 020 7421 7432

E-mail kkorubo@arbitrators.org or mekpenyong@arbitrators.org

Web site: http://www.arbitrators.org

7: Additional information

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom's Web site at http://www.ofcom.org.uk/telecoms/ioi/g_a_regime/gce/ccodes/