JLB General Terms

1. What we provide
   1. We'll provide you with:
      1. your chosen services;
      2. content;
      3. any equipment we agree to provide;
      4. the facility to make and/or receive phone calls. This includes the ability to contact the emergency services for free by dialling 999 or 112. When you call the emergency services, they may be able to see your approximate location;
      5. any additional call features included with your order; and
      6. an ex-directory phone number for the phone line we provide (you can change your directory status by contacting us).
   2. The Price Guide and following terms shall apply:
      1. these General Terms;
      2. the relevant Service Terms; and
      3. any Offer Terms (if applicable when you signed up).
   3. When you sign up for our services you must take both:
      1. broadband or fibre broadband; and
      2. phone,
      from us. You may end your agreement for either of these services as set out in paragraph 15 of these General Terms.
2. Your use of the service(s)
   1. You must:
      1. provide access to your property or a neighbouring property where this is necessary for us to provide the services;
      2. look after any equipment we provide;
      3. use the services for personal use in the UK (so don't use the services to run your own business but a couple of work emails and occasional home working is acceptable) and in accordance with our Acceptable Use Policy;
      4. not copy, change or publish any material we produced or own (normally marked with a ©) or use it for any business purpose;
      5. only connect safe equipment to our network that won't harm it or our other customers' equipment;
      6. keep all passwords secure and confidential, and not make them available to other people; and
      7. agree that we have the right to modify any digital content we provide (for example update the software in your router). Modifications will be of the same quality and description.
3. Our provision of the services
   1. To protect our network and to provide a quality service, we may have to restrict your use of our services or the equipment we provide where:
      1. it may have a harmful effect on the experience of other users (for instance if you are sending spam messages or hosting a commercial website);
      2. your equipment has been infected by computer viruses; or
      3. it's necessary to stop the spread of any virus within either your equipment or our network.
   2. To make changes to technical specifications we may have interrupt the service(s) but we will restore it as quickly as we can.
4. When our agreement, the service and the minimum term starts
   1. Our agreement starts when we accept your order (normally by sending you an email).
   2. The relevant Service Terms or Offer Terms set out when the service and any minimum term commences. We will let you know the length of your minimum term when you sign-up and/or we accept your order.
5. Paying for the services
   1. For most of our services we will charge you a standard monthly fee (what we call a subscription charge). In some cases additional fees linked to how much you use the service, such as the number of calls you make (what we call usage charges) also apply. You will also have to pay any additional charges detailed in these terms, the relevant Offer Terms or the Price Guide that may become due.
   2. We will normally bill you monthly in advance for any subscription charges. For usage charges we will try to bill you at the end of the month in which you used the relevant service (but sometimes there may be a delay from the point you used the service before we add usage charges to your bill). We won't charge you for the period after you've signed-up but before you're service is up and running (but we may take payment of your first month's service when you sign-up with us, in advance of your service being up and running).
   3. You may see your bills within your online account and we'll email you when a new bill is available to view. You must pay the bill as soon as you receive the email that your bill is available. Payment must be made by Direct Debit or debit or credit card (with the exception of American Express and corporate cards), unless we advise you otherwise.
   4. As our services are only for personal use in the UK, we do not provide VAT invoices.
6. If you fail to pay
   1. If you don't pay your bill, we will remind you (for example by calling you or interrupting your broadband service). If we still don't receive payment we may:
      1. add a late payment charge as set out in our Price Guide to your bill (but normally only if we don't receive payment within 10 days of our reminder);
      2. suspend providing the service or end our agreement. We normally won't do this until 14 days after your bill was available to view on our website (please note paragraph 16.3 may apply); or
      3. as a last resort, ask a debt-collection agency to collect the payment on our behalf. If we do, you will also have to pay the reasonable costs we have to pay the agency as part of your outstanding charges, which the agency will add to your debt on our behalf.
   2. If any payment method fails we may add a failed payment charge as set out in the Price Guide to your next bill.
   3. The charges set out in this paragraph 6 are not subject to VAT.
7. Credit threshold
   1. We set a credit threshold on your usage charges.
   2. We will only calculate your usage charges every 24 hours, so you may go over your credit threshold due to your usage in this 24 hr period and you will still have to pay for all usage charges incurred in this period.
8. Engineer visits
   1. We will agree an estimated appointment date for engineer visits and will contact you a minimum of two working days in advance if this changes. You can change or cancel any appointment date but you must give us at least two working days' notice.
   2. We may charge you, as set out in the Price Guide, for any engineer visit in the following circumstances:
      1. you provide an incorrect address;
      2. entry is refused to the premises, or access cannot be gained by the engineer;
      3. we agreed with you that the premises had to meet certain requirements so we could carry out the work, but it doesn't meet these requirements;
      4. you report a fault, an engineer attends your premises and discovers the fault was not due to our services or equipment or, the reported fault was not present;
      5. there is no responsible adult present who is authorised by you to make decisions or answer questions necessary to fix the faults;
      6. when you cancel a request for an engineering visit later than two working days' before the appointment date;
      7. if we could have fixed the issue without sending an engineer if you'd had the ability to connect to the router with wired (ethernet) connection; or
      8. an engineer arrives at the premises to carry out the work you requested, but you no longer wish the work to be carried out.
9. Cancellation period
   1. Unless our Service Terms say otherwise we provide you with a 14 calendar day cancellation period which starts:
      1. for services, on the day after we accepted your order; or
      2. for any equipment, on the day after we delivered it.
   2. If you cancel any services within this cancellation period you must:
      1. pay for any services received up to the date that you told us you wanted to cancel;
      2. pay any installation, connection or activation charges associated with that service (including the full cost of charges that were discounted or advertised as free as a condition of taking services on the terms that you agreed); and
      3. return any equipment we have provided as set out in paragraph 9.5 below.
      4. where you give notice to cancel within 48 hours of your service(s) activating, we are unable to stop the order for your service(s) progressing, and so will not be able to cancel your service(s) until they are activated. You will have to pay for any installation and/or activation charges incurred.
   3. If you just ordered equipment and cancel within the cancellation period, paragraph 9.2 doesn't apply but you must return any equipment to us as set out in paragraph 9.5 below.
   4. If the service you signed-up for is a product change, a re-contract, call feature or call plan, upon cancelling the service we may move you back to your previous agreement or the closest matching service.
   5. Where you cancel as set out in paragraphs 9.2 and 9.3 above and are required to return any equipment to us:
      1. you must return the equipment to us (undamaged and in its original packaging) within 14 days of telling us you want to cancel, at your own cost; and
      2. we will refund anything you have paid for the equipment less an appropriate amount (up to the full value of the refund) where the equipment is damaged or has been used more than necessary to check it.
   6. If you don't return the equipment within 14 days of cancelling you will have to pay the full price of the equipment. If you subsequently return the equipment to us, we will waive or return what you have been charged for the equipment.
   7. These rights are in addition to any other legal rights you may have to cancel our agreement.
10. Returning faulty equipment
    1. You must return any item of equipment that either:
       1. you report to us as faulty;
       2. we tell you is faulty; or
       3. requires replacement for technical reasons.
    2. Even if we replace equipment before you return it, you must still return the item (we'll provide a returns bag so you can do this free of charge). If you return any equipment because you believe it to be faulty, we may test it and if it's working, we may send it back to you and charge you our costs for testing and postage.
    3. If within 30 days of us replacing equipment you have not returned the faulty equipment, we may either:
       1. suspend or restrict access to any service that we provide to you until the relevant equipment is returned; or
       2. seek to recover our costs in respect of that equipment from you.
    4. All our equipment will conform to the terms of our agreement, be as described and work for a reasonable period of time if you look after it.
11. Your equipment
    1. We'll use reasonable care to stop any digital content we provide damaging your equipment or causing a loss of your data or content, but we can't be responsible for any such damage:
       1. where you don't follow our instructions when using, downloading or installing the digital content;
       2. where you don't use the digital content as we told you to;
       3. due to configurations on your device or potential compatibility issues which we couldn't expect to know about;
       4. due to the nature of the internet and you failing to have protection against viruses;
       5. due to defects in third party content or acts we couldn't be reasonably be aware of; or
       6. due to things outside our reasonable control.
    2. If we are responsible for such damage, any compensation will be limited to the cost of replacing the device.
12. Our responsibility to you
    1. If something goes wrong we'll always look to put things right but, except as set out in paragraph 12.3, we'll never be responsible for:
       1. financial loss;
       2. information that is lost or corrupted (unless this is due to digital content we provide);
       3. losses that you may suffer if you have used the service or equipment we provide for business purposes (for example due to not being able to carrying out remote working or being able to run a home business);
       4. any loss that was not foreseeable to you or us when we entered into our agreement;
       5. losses caused by your breach of our agreement;
       6. any loss incurred where, through no fault on our part, we are unable to carry out any necessary work on your premises (for example where we can't gain access to your premises, agree an appointment date or obtain all assistance and information that we require from you); or
       7. any loss incurred where the failure is due to matters beyond our reasonable control
    2. Except as set out in paragraph 12.3, we will not pay you more than £10,000 in compensation in any 12 month period.
    3. Nothing in paragraphs 12.1 or 12.2 limits our responsibilities relating to:
       1. equipment or digital content (which we are responsible for providing) which is not of satisfactory quality, fit for purpose, has been described wrongly or installed incorrectly;
       2. services which have not been provided with reasonable skill and care;
       3. injury or death as a result of our negligence;
       4. not delivering equipment within agreed time periods; or
       5. our fraud or due to us deliberately breaching our agreement.
13. OFCOM
    1. We will comply with all relevant Ofcom General Conditions and Voluntary Codes of Practice where we are a signatory to that particular code.
14. Complaints
    1. We want to resolve any complaints you might have. How will do this is set out in our Complaints Code of Practice.
15. Your right to end our agreement
    1. If you want to end our agreement, unless you are inside the cancellation period set out in paragraph 9 you will need to give us 10 days' notice if you are ending the service, or 14 days if you are moving to another provider. We will continue to provide the services and you will need to pay for all charges during this period.
    2. If someone else requests that we end our agreement (for example a provider you are transferring to) we will accept that notice but will email you, asking you to confirm that this is what you want. If we don't hear from you within 10 working days we will stop providing your service.
    3. If you cancel your direct debit without contacting us to arrange payment by alternative means, we may assume you want to end our agreement.
    4. If you choose to end our agreement for any service within the minimum term (except where you are inside the cancellation period set out at paragraph 9 or we make a change as set out at paragraph 19 (other than where we make a change as set out in paragraph 19.1.5 or paragraphs 19.3, 19.4 or 19.8)) you'll have to pay any early termination charges as set out in the Price Guide. Other charges may be due as set in the Price Guide and/or the relevant Service Terms.
16. Our right to suspend your service or end our agreement
    1. We can suspend or stop providing our services and/or end our agreement where:
       1. our ability to continue to provide the service to you is materially and adversely affected because: (i) any of our telecommunications carrier(s) or supplier(s) ceases to provide services to us; or (ii) any authorisation required by us ends or is changed;
       2. we reasonably believe that the service is being used, or is intended to be used in a way that does not comply with paragraph 2, 5 or 9.5 of these General Terms;
       3. you breach any material provision of the Service Terms;
       4. we reasonably believe you have provided us with false or misleading details about yourself;
       5. we tell you that your use of the service is causing problems for other users, and you carry on using the service in the same way;
       6. we reasonably believe that you have used the service or the equipment for illegal purposes;
       7. we receive a serious complaint about your use of the service which we believe to be genuine (for example you are using any service in breach of our Acceptable Use Policy);
       8. in the event of your bankruptcy or death;
       9. we are required to by the emergency services or other government authority;
       10. you repeatedly request your bank to chargeback payments that you are not disputing; or
       11. we are no longer providing the service to customers.
    2. We will normally give you 14 days' prior notice before suspending or stopping providing our services (and/or ending our agreement) and work to resolve any issues with you. We may not be able to do this if there is a real risk of loss or harm to us or our other customers (for example, where there is a reasonable suspicion of fraud or other abuse).
    3. If we suspended the services we may charge a line restriction fee as set out in the Price Guide.
    4. Unless the reason we end our agreement is because we are no longer providing the service to customers as set out in paragraph 16.1.11 and you are within the minimum term you'll have to pay an early termination charge as set out in the Price Guide.
    5. This paragraph 16 will apply where we have right to suspend or stop providing our services and/or end our agreement as set out in the Service Terms.
17. After the agreement ends
    1. If either of us end our agreement:
       1. if you have paid any charges in advance we will refund you for any services not used, but we will first take off any money you owe us under our agreement(s). For security or compliance reasons we may not hold your payment details after our agreement has ended so you agree that we may make these refunds by cheque; and.
       2. any applications, features or services that are provided for free with or as part of the service(s) will end on the same day as our agreement ends. You may continue to keep certain features or services if you agree to pay any relevant charges set out in our Price Guide or otherwise agreed with us.
18. Moving Home
    1. If you want to move your services to your new home please see our Home Moves Guide. Please note that depending on your circumstances:
       1. you may have to enter into a new agreement with us (with a new minimum term); and / or
       2. a home move fee and other home move charges (such as fees for installing a new line) may apply as set out in the Price Guide.
    2. If we can't provide your current service(s) to your new home you'll have to pay early termination charges if you're within your minimum term. Also any other applicable charges for ending your current service(s) as set out in the Price Guide may be payable. However, if you agree to take another equivalent service (for example broadband where we can't provide fibre) under a new agreement we may waive these charges.
19. Changing these terms, our prices or our services
    1. We may change the price, or other charges, the service or the terms of our agreement:
       1. if we materially change the service, or introduce new services, features or benefits (e.g. if we increase the maximum upload speed for your broadband service);
       2. if we change the way we structure our services and the price we charge for those services;
       3. if the cost to us of providing your services, or running our business increases (e.g. if the businesses we buy services or products from increase their prices);
       4. to reflect changes in technology (e.g. if we develop new systems which provide you with a better service);
       5. if there is a change in the law, regulation or regulatory guidance applicable to us (e.g. if there is a VAT increase);
       6. to make the terms of our agreement clearer or easier to understand; or
       7. due to any other circumstances that we cannot always predict in the future which means a change is necessary.
    2. Your prices will automatically increase as set out in paragraphs 19.3 and 19.4 and 19.8.
    3. A percentage price increase will be applied to the price of broadband, line rental, call plans and call charges. This price increase will be applied on or after 1st March each year from March 2022, and will be equal to a percentage comprising of i) the Consumer Price Index (CPI) rate figure published by the Office for National Statistics in January of that year (ignoring any negative figure) plus ii) 3.9%, and rounded up to the nearest whole pence. If the CPI figure is negative, the price increase will only be 3.9%.
    4. Where you purchase more than one service from us and each is subject to the price increase set out in paragraph 19.3, the amount of the increase is calculated on each service separately. If you receive a discount on your price, the price increase set out in paragraph 19.3 will be applied to the discounted price.
    5. If we make changes we will tell you at least 30 days in advance of the changes happening by email or by post, except where:
       1. we change your price as set out in paragraph 19.3, 19.4 or 19.8; or
       2. the change is for legal or regulatory reasons as set out in paragraph 19.1.5 but is of a purely administrative nature and has no negative effect on you, or is directly imposed by law; or
       3. it's a change to an additional service that is not part of a package or an add-on and which does not cause you any material disadvantage,
       but we will still let you know about the change (for example by email or post, by updating this page or publishing details on our website).
    6. After the 14-day cancellation period you can cancel our agreement at any time by giving us notice as set out at clause 15. Other than where we make a change as set out in paragraph 19.1.5 and paragraphs 19.3 and 19.4 and paragraph 19.8, if you're within the minimum term you will have to pay an early termination charge as set out in the Price Guide for leaving early unless:
       1. We've increased the price or content of your core service in a way that is not exclusively to your benefit; or
       2. We've changed the terms of this agreement in a way that is not exclusively to your benefit; or
       3. We've changed the service in a way that is materially disadvantageous to you; or ;
       4. You have a right to cancel a linked agreement (an agreement for other services and the service in this agreement cannot be provided because you cancel that other agreement) because of a change that we have made to that agreement; or
       5. The changes set out in paragraph 19.1 (excluding 19.1.5) are materially disadvantageous to you; or
       6. We break a significant condition of this agreement. ;
       7. You will not have a right to end the service without having to pay any early termination charge if:
          1. The change we make only applies to either an add-on or an additional service not part of a package, with a minimum term of no more than 30 days; or
          2. The change falls within clause 19.1.5 but is of a purely administrative nature and has no negative effect on you, or is directly imposed by law.
       8. Where one or more of our international partners increases the cost of calling from the UK to another country (an international call) we will increase the price you pay for international calls by the same amount. We will provide written notice to active users of international calling services that are changing. Any change to charges under this point 18.10 will not give you the right to cancel this agreement without paying a cancellation charge, unless it is material disadvantageous to you and you give us notice to cancel this agreement before the change takes effect. We will not increase international calling charges in this way more than once in any month.
20. Other things we need to tell you
    1. Dealing with this agreement: You accept that our agreement is just between you and us, no one else can enforce it and you can transfer it only with our consent. However, we may take instructions from a person acting with your permission. We can transfer the agreement to another company provided this does not adversely affect your rights under the agreement.
    2. Communicating with us: If you wish to give us notice, you must do so by either:
       1. phoning our customer service team; or
       2. writing to John Lewis Broadband (provided by Plusnet Plc), The Balance, 2 Pinfold Street, Sheffield, S1 2GU.
    3. Communicating with you: We will give notice to you via our website by email or by post to the address where we provide the service. It's your responsibility to ensure we have an up to date email address. Any notice given via a website update or by email shall be deemed to be received on the day of transmission. Postal notices will be deemed to be received two working days after being sent.
    4. Unenforceable terms: Each of the paragraphs and sub-paragraphs of our agreement operate separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs and sub-paragraphs will remain in full force and effect.
    5. Delays: If we delay in taking any steps under our agreement against you in respect of you breaking our agreement that doesn't prevent us taking steps against you at a later date.
    6. After our agreement: Paragraphs 6 (If you fail to pay), 9 (Cancellation period), 12 (Our responsibility to you), 14 (Complaints), 17 (After the agreement ends) and 20 (Other things we need to tell you) apply even if our agreement has ended.
    7. Laws and courts that apply: English law applies to our agreement and claims between us will be brought in the English courts (unless you're a resident of Northern Ireland or Scotland when you may also bring proceedings in the appropriate local courts).

JLB Broadband and Fibre Service Terms

These terms apply where you take either broadband or fibre broadband services (both of which we call the service unless we are referring to the fibre or broadband service specifically).

1. What we provide
   1. We will provide you with access to the internet, helpdesk services, and any other equipment, applications and depending upon the service you sign up to, features as described at Unlimited, Fibre or Fibre Extra.
2. What you need
   1. To get the services you need:
      1. a working phone service that passes a minimum line speed test that we will perform;
      2. a compatible phone line (as we cannot provide our service if your phone provider uses their own network and we still may not be able to provide the service even the provider uses BT's infrastructure, for example if they have their own equipment in your local exchange);
      3. some compatible equipment (for example a router). However, we will normally provide this;
      4. to be in a fibre broadband enabled area (we can do a preliminary check if you provide your postcode to us) if you want to take our fibre broadband service; and
      5. to be able to connect to our services via a wired (ethernet) connection so we can help fix any faults you may have.
3. Installation
   1. You may have to install some equipment at your home. This will normally involve following the user guides we provide to you.
   2. A set up charge as set out in the Price Guide may apply and if you request an engineer to visit where it isn't necessary, we may also charge you for this as set out in the Price Guide.
   3. If you take our fibre broadband service it may be necessary for an engineer to perform some installation works away from your home (for example at the green cabinet in the street) which may mean your phone line and existing broadband will be disconnected for a short period.
4. Quality of service
   1. We aim to provide a continuous, high-quality service, but we can't be responsible for:
      1. slow speeds due to external factors (except as set out in paragraph 5);
      2. loss of service due to circumstances beyond our control, where we've taken reasonable steps to prevent this; or
      3. ensuring equipment we provide allows you to get a wireless signal everywhere within your home or delivers the speeds possible over a wired connection wirelessly.
   2. So that your services are stable and operate efficiently, we may also take action to manage the network's performance during periods where there is a high demand and prioritise particular types of internet traffic.
5. Speed
   1. If, 10 days after your service is up and running, you're always getting broadband speeds lower than the estimated speed range we provided when you signed up, let us know and we will try to improve its speed.
   2. If you're not receiving the broadband speed we estimated for you, we'll try to improve the service you are receiving. We may provide you with instructions on checks you must make in your home. We may also arrange for an engineer to visit your home, if required to improve your service. If, after following our instructions to improve the your line speed, where:-
      1. you signed up, changed your product or moved house since 1st March 2019, and your speed is still regularly lower that the "Minimum Guaranteed Speed" we provided to you; or
      2. you signed up, changed your product or moved house since between 29th May 2017 and 28th February 2019, and your line speed is still regularly lower than the last "Minimum Guaranteed Access Line Speed" provided to you; or
      3. you signed up before 29th May 2017, and have not changed your product or moved house since then, or you last changed your product or moved house before 29th May 2017, and your speed is still significantly lower than the last estimated speed range we provided to you,
      you'll be entitled to end our agreement for the service without paying any applicable early termination charges or cease fees if the fault can't be resolved within at least 30 days. However, we will not refund you for your use of our service during the period between the date we got you up and running and you ending our agreement.
   3. This right is in addition to any other legal rights you may have to cancel our agreement.
6. When the service and the minimum term starts
   1. It may take us a while to get your service up and running but we'll do this as soon as reasonably possible and we'll aim to keep you updated on when we estimate this will happen.
   2. Your minimum term starts on the day your service is up and running or your transfer from another provider has completed (we will normally send you an email to confirm this).
7. Cancellation period
   1. The service benefits from the cancellation period as set out in paragraph 9 of our General Terms.
8. Changing your service
   1. You can upgrade to our fibre broadband service from our broadband service at any time. Any minimum term remaining for your service will be carried forward to your new service. You will have to pay any applicable set-up charges as set out in the Price Guide.
   2. If you downgrade from our fibre broadband service to our broadband service you will have to agree to a new minimum term and pay any applicable set up charges (and an engineer charge where an engineer visit is required to provide our broadband service) as set out in the Price Guide.
   3. You can change from one of our fibre broadband services to another, or you can change from one of our broadband services to another, at any time. We may apply a new minimum term or we might let you carry over any minimum term you've got left on your current agreement. We'll tell you at the time you agree to the change.
   4. Once any change to your service under this paragraph 8 has been completed, you will have to pay the charges applicable for the new service as set out in the Price Guide.
9. Ending your agreement
   1. If you choose to end our agreement within the minimum term (except where you are inside the cancellation period set out in paragraph 9 of the General Terms or we make a change as set out at paragraph 19 of the General Terms (other than where we make a change as set out in paragraph 19.1.5 or paragraphs 19.3,19.4 or 19.8)), you will pay early termination charges as set out in the Price Guide.

JLB Phone Terms

These terms apply where you take home phone from John Lewis Broadband and cover line rental, call plans and call features.

1. What we provide
   1. We will provide you with:
      1. the facility to make and/or receive phone calls;
      2. any additional call features included with your order; and
      3. an ex-directory phone number for the phone line we provide (you can change your directory status by contacting us).
   2. We will try to keep your old phone number but cannot guarantee this. We also may have to change the phone number we provide to you from time to time.
2. Your use of the service
   1. If you take this service but don't pay us for calls (either via a usage charges or by taking a call plan), or you use a third party to make calls for some or all of your calls over the line we provide, we may decide to:
      1. charge you a higher fee for your use of the service;
      2. end our agreement; and/or
      3. disconnect all or any part of the service.
   2. If you use any inclusive call plan for more than normal everyday use (for example for telemarketing) we may suspend or end our agreement immediately. In addition, we can on 30 days' notice remove your inclusive call plan.
3. What you need
   1. To get the services you need:
      1. a phone or similar equipment to use our services; and
      2. to allow us to act on your behalf in all dealings with BT or any other third parties in connection with the service (some personal data and other relevant information may be passed to these parties).
4. Installation
   1. We will carry out standard installations of a phone line for the appropriate connection charge as out in the Price Guide. These connection charges do not cover extensive new construction works (such as external work). Also any phone line re-wiring and conversions other charges as set out in the Price Guide may be payable. However, we'll always aim to advise you of these charges before any work is undertaken.
5. When the service and the minimum term starts
   1. It may take us a while to install or transfer of your phone line, but we'll do this as soon as reasonably possible and we'll aim to keep you updated on when we estimate this will happen.
   2. Your minimum term starts on the day your service is up and running or your transfer from another provider has completed (we'll normally send you an email to confirm this).
6. Quality of the service
   1. We aim to provide a continuous, high-quality service, but we can't be responsible for:
      1. geographic, atmospheric or other conditions or circumstances beyond our control;
      2. an outage which is not isolated to your line (for example network wide outage); or
      3. where (through no fault on our part) we are unable to carry out any necessary work on your property (for example we are unable to gain access, can't agree an appointment date or the work is aborted).
7. Cancellation period
   1. The service benefits from the cancellation period as set out in paragraph 9 of our General Terms.
8. Call plans and call features
   1. If you want to change your call plan or call features you may request this at any time. For call features, the change will normally happen within 24 hours of the request. For call plans, the change will take effect on your next billing date. This won't affect your minimum term of the service. Charges for the new call plan or call features will be payable as set out in the Price Guide. Charges for call plans and call features are paid monthly in advance. As call features can be changed part way through a billing month, your bill following the change will include a pro-rata charge or refund to account for the change made during your previous billing month.
9. Ending your agreement
   1. If you choose to end our agreement within the minimum term (except where you are inside the cancellation period set out in paragraph 9 of the General Terms or we make a change as set out at paragraph 19 of the General Terms (other than where we make a change as set out in paragraph 19.1.5 or paragraphs 19.3,19.4 or 19.8)), you will pay early termination charges as set out in the Price Guide.