Price Book | Connect Fibre

At Connect Fibre we don’t believe customers should pay a ‘loyalty tax’ – at the end of minimum terms all customers are able to access the same offers currently available.

Our internet services can also be purchased without a phone line.

Residential Products

Below are the current standard prices for our residential products available on 18 monthly rolling subscription contracts. New customers, or existing customers who have come to the end of their contracts, can choose a new contract from any of the amazing deals available at that point in time.

Internet Services delivered over Connected Fibre’s Network

The following prices apply for services delivered over Connected Fibre’s full fibre broadband network. Connect Mesh is an optional addon service that can be added to any of our residential packages:

Package	Wi-Fi Router	Standard Price (Incl. VAT)	Term (months)	Connect Mesh, Connect TV (per add on)	Min. Term
Boost 150	Wi-Fi 6	£30	18	£8	18 months*
Turbo 500	Wi-Fi 6	£40	18	£8	18 months*
Hypersonic 1000	Wi-Fi 6 Pro	£50	18	£8	18 months*
Basic 50 Essentials (Social Tariff)	Wi-Fi 6	£20**	18	£8	18 months***
Essentials (Social Tariff)	Wi-Fi 6	£25**	18	£8	18 months***

Legacy Packages	Wi-Fi Router	Standard Price (Incl. VAT)	Term (months)		Connect Mesh, Connect TV (per addon)	Min. Term
Basic 50	Wi-Fi 6	£25	18		£8	18 months*

* Customers may cancel Connect Mesh and Connect TV after 3 months without penalty. Any changes to the Internet services taken will start a new broadband contract.

**Essentials and Basic Essentials are available to recipients of any of the following benefits Income Support Pension Credit, Incomore-related Job Seekers Allowance (JSA), Housing Benefit, Personal Independence Payment, Disability Benefit, Attendance Allowance, Universal Credit, Care Leavers Support, or Income-related Employment and Support Allowance (ESA).

***customers can cancel without penalty at any time.

Phone Services delivered over Connected Fibre’s Network

The following prices apply for Connect Phone, an optional residential addon service allowing a standard phone handset to make landline and mobile calls:

Package	Phone Adapter	Standard Price (Incl. VAT)	Term (months)	Allowed calls
Connect Phone Anytime	Free	£10	18	UK landline numbers (numbers starting with 01, 02, 03, 07 excluding Channel Islands), UK mobile numbers, UK Freephone numbers and the emergency services.
Connect Phone Global	Free	£15	18	Connect Phone Anytime, plus 600 inclusive minutes to Canada, North America, Australia, New Zealand, Ireland & Mainland Europe (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.)

Connect Fibre Equipment

We'll supply a Wi-Fi 6 or Wi-Fi 6 Pro Router, to all customers taking a residential internet service where a new router is required for the service to work. In addition, we will supply Connect Phone adapters, and Connect TV Set Top Boxes (STB) to customers who also purchase those respective addons. These may be a new or reconditioned devices. All replacements provided will be reconditioned. Reconditioned devices are ones which have been reconditioned to an “as new” standard and is supplied with the same 12 month warranty that would apply to brand new devices.

When you end your Connect Fibre service you must return any equipment that was loaned to you, within 60 days from the date the service is terminated. If you fail to do this then you’ll have to pay up to £100 per device.

Connect Mesh

We’ll supply a second Mesh node to all new Connect Mesh customers when they order the Connect Mesh service. Some customers may need additional nodes, which we will supply at our complete discretion to enable them to have a strong Mesh signal in every room. At all times, Connect Fibre owns all Connect Mesh nodes loaned to you. When you end the Connect Mesh service you must return all nodes that were loaned to you, within 30 days from the date the service is terminated. If you fail to do this then you’ll have to pay up to £100 for each node not returned to us.

Connect Fibre TV

We’ll supply a Connect Fibre TV set top box to all new Connect Fibre TV customers for £8 a month as an add on to your Connect Fibre broadband package. Multi-room service available for £5/mth per room and a £25 charge per additional box. We advise you check your TV compatibility before adding on the Connect Fibre TV service.

Installation

We’ve designed and built a network which allows us to bring full fibre broadband to your property. As part of the build, we installed an ‘Point of Termination (POT)’ at the boundary of your property, which means we can run fibre directly into your property when you order with us.

A free standard installation is offered to customers who order our service where the Network Termination Equipment (NTE) that we need to install inside properties is typically no more than 100m from the POT or greater than 10m of tarmac, concrete or 5m of block paving/slabs. In all cases, free standard installation criteria is solely determined by Connect Fibre, and if, among other factors, specialist surfaces, outbuildings or features must be navigated or reinstated, work at height is required, work with hot tarmac is required, or the socket we need to install in your home is far from your house entrance, then a non-standard installation may be required.

We will provide a quote for the non-standard installation after completing a survey to assess the work required. No work will be started until the survey results are available and any costs are agreed.

As part of our standard installation, we will also do a survey to find the best location for your Connect Fibre router to maximise Wi-Fi coverage. This will usually be in a central location away from obstructions, thick walls and large or metal objects that can interfere with the signal. This location will be recommended to customers, but another location up to 10m from the location at which our fibre enters the customer property may be proposed by the customer. We will inform customers if we believe this will reduce your router’s range.

As part of our standard installation, we will also install any addons purchased, including Connect Mesh, Connect Phone, and Connect TV.

Business Products

Below are the current standard prices for our business products available on 18 monthly rolling subscription contracts. New customers, or existing customers who have come to the end of their contracts, can choose a new contract from any of the amazing deals available at that point in time.

If your business has any additional special requirements, then please contact our business support team on 01223 080790.

Internet Services delivered over Connect Fibre’s Network

The following prices apply for services delivered over Connect Fibre’s full fibre broadband network. Connect Mesh and Connect Phone are optional addon services that can be added to any of our business packages:

Package	Wi-Fi Router	Standard Price (Excl. VAT)	Term (months)	Connect Mesh (addon)	Min Term
Basic 50	Wi-Fi 6	£30	18	£10	3 months*
Boost 150	Wi-Fi 6	£35	18	£10	3 months*
Turbo 500	Wi-Fi 6	£45	18	£10	3 months*
Hypersonic 1000	Wi-Fi 6 Pro	£55	18	£10	3 months*

* If the remaining term of the customer contract is less than 3 months when the Connect Mesh service is added to a package, then the contract end date will be extended to 3 months.

Phone Services delivered over Connect Fibre’s Network

The following prices apply for Connect Phone delivered over Connect Fibre’s full fibre network. Connect Phone is an optional add on service that allows voice calls to be made:

Package	Phone Adapter	Standard Price (Excl. VAT)	Term (months)	Allowed calls
Connect Phone Anytime	Free	£10	18	UK landline numbers (numbers starting with 01, 02, 03, 07 excluding Channel Islands), UK mobile numbers, UK Freephone numbers and the emergency services.
Connect Phone Global	Free	£15	18	Connect Phone Anytime, plus 600 inclusive minutes to Canada, North America, Australia, New Zealand, Ireland & Mainland Europe (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.)

Connect Fibre Router

We'll supply a Connect Fibre router to all customers taking a business internet service where a new router is required for the service to work. This may be a new or reconditioned hub. All replacements provided will be reconditioned. A reconditioned router is one which has been reconditioned to an “as new” standard and is supplied with the same 12 month warranty that would apply to a brand new hub.

When you end your Connect Fibre service you must return the router that was loaned to you, within 30 days from the date the service is terminated. If you fail to do this then you’ll have to pay £100.

Other Charges

Charges for repairs and replacements

It is never great when something goes wrong and we do our utmost to ensure you have a fault free experience with our products. However, sometimes things do go wrong.

As the customer, you are responsible for the part of the network that runs from the boundary of your property, across your private land and into your premises - up to and including the router we provide. This router remains the property of Connect Fibre, as shown within our Terms and Conditions. If a Connect Fibre component - for example the router - is found to be faulty, we will sort this out for you free of charge including no call-out charge.

But for all other cases of damage, including damage to the cables, the router and any other components installed at your home, there is a cost for the repair as shown on the table below. Parts are charged on a case by case basis.

Please call our Customer Care Team on 01223 080790 to discuss your repair so we can advise you on any possible charges involved. If the cost of repair exceeds a call-out charge, a quote for the repair work and materials will be provided to you to approve before any work starts.

If faults reported by you and then investigated on-site by a technician are found to be not with Connect Fibre equipment but with your own setup or equipment, then a call-out charge will be invoiced to you.

The customer (or an authorised signatory over 18 years old) must be present at the time of the repair appointment, otherwise the technician may have to come back and this would incur an additional call-out charge.

Item	Price (excl. VAT)	Price (inc. VAT)
Mesh Router (each access point)	£125	£150
Call-out Charge (fixed minimum charge per on-site visit)
Call-out Charge (business hours)	£125	£150
Emergency Call-out Charge (outside of business hours)	£250	£300
Labour Charge (additional time required to complete work)
Hourly rate (business hours)	£66.50	£80
Emergency hourly rate (outside of business hours)	£125	£150
Additional Services
Post installation router relocation	£125	£150

Early termination fees

There's a minimum term for most of our products. If you cancel within this time, you'll have to pay an early termination charge. We will calculate the charge based on how long is left to run on your contract. What you're charged depends on how long is left to run on your contract. Early termination charges are subject to VAT.

Early termination charges are calculated as follows:

The remaining amount owed up to the end of the minimum commitment period, excluding VAT
We then take off the costs we save (e.g., in payments to suppliers) as a result of leaving early
A discount of 2% for early receipt of payment
VAT is then applied to the final Early Termination Charge

Please note: we may, in addition, charge a one-off cancellation fee of £30 as part of any Early Termination Charge to reflect the reasonable cost to us of processing the early termination of your contract.