Terms of service


Origin Broadband is a Telecommunications company providing services to customers.

You are a customer of Origin Broadband and by signing up for our services you have agreed to abide by these terms and conditions.

Services - What you get from us

We provide both Internet and land line phone services to our customers based on the plan you've selected.

We do our best to maintain a continuous, high quality service.

We believe that the best possible service comes from how we connect our own network to those of our partners; this is why we work with a number of organisations to help us provide technical and operational services such as installation and line repair.

Setting up your services

Once you have agreed to a service plan we will need to have a land line to connect the service to. You can either provide us with the current land line phone number at your residence or, if you do not have one or do not want to use the existing one, we will provide one for you.

Note – The technical term for these numbers is 'CLI' (Caller Line Identifier) and is provided via a PSTN - “Public Switched Telephone Network".

If we have not provided the land line number for you it is very important to note the following:

  • You may have to pay a fee to the original provider of the number to move it to us. This fee is entirely your responsibility, and we cannot pay this for you.

  • If, for any reason, the number you provide to us is disconnected, terminated or changed you must notify us immediately. Letting us know in time, may let us fix it for free; if not, your services will be affected and you may incur additional charges to restore your service.

  • When requested, we will do everything we can to successfully transfer your existing number across to us. It is important to understand however, that there is always a chance that you could lose your number when joining or leaving any supplier. Origin Broadband cannot be considered liable or responsible for any inconvenience or losses that occur as a result of an involuntary number change.

Also during the set-up process we will ask you for certain information in order to run a financial or credit check. This is standard for all customers. It may be necessary, after the financial check, for you to provide a non-interest bearing deposit or pre-payment on a case by case basis. If you pay a deposit to us, it will be held for a period of six months. If you fail to pay any bills on time, your deposit will be held for six months from the most recent time your bills were paid up to date.

If you fail to pay your bills on time, we reserve the right to pass information on this to credit reference agencies – and if an account is allowed to go into default (i.e. no reasonable effort has been made to pay for 60 days), then we may update the credit reference agencies of this. Updates on your credit report may remain for up to 6 years. Direct Debit instructions will be set up to provide regular payments from you for our services. If you are unable or unwilling to set up a Direct Debit for payment we may be able to allow for alternative payment on a limited basis.

Direct Debit instructions will be set up to provide regular payments from you for our services. If you are unable or unwilling to set up a Direct Debit for payment we may be able to allow for alternative payment on a limited basis.

The next step will be scheduling the installation of your service. You will either receive a modem/hub from us by delivery or, in cases where a home visit is necessary, the technician will usually bring a modem/hub.

Important to know before installation:

  • You have the right to cancel without charge 14 days from the point of order, or up until one working day before any service with us goes live, whichever comes first. If you cancel your order after this point you will be charged.
  • You must make your residence available for the installation at the prearranged time. If you are unable to do so and do not cancel prior to the day you will be charged for the subsequent visit to install the modem/hub.
  • You must have an electrical point within ½ metre from where the modem/hub will be connected.
  • You must have enough room for the modem/hub to be places where it will be safe from accidental damage (example – not on a narrow or high shelf from which it may fall and break).

Paying for services

When you signed up for services from us you agreed to a specific rate for the service called the "Usage Charge". The rate schedule for your service is available at www.originbroadband.com/call-tariffs.

This specific rate Usage Charge will be fixed for the duration of the minimum period that you have agreed to. The only variation will be if the VAT rates change as they are included in your total Usage Charge. For what happens after that period has expired, please see Section 9 of these Terms & Condiitions.

To offer a great deal to all of our customers, Origin Broadband offers a number of 'unlimited' call plans to various numbers. Examples may include unlimited 01, 02, 03, 0845 & 0870 numbers. Please note that while certain numbers are included within our plans at no extra cost, we would not include calls to adult lines, chat lines, xxx services within any type of limited or unlimited call allowance.

Any 'NGCS' (usually 0845 or 0870) call which costs more than 12p per minute is not, and would never be included in an Origin Broadband call plan'. Only calls costing up to 12p per minute would be included.

This list is not exhaustive. In addition, we may, at our discretion refuse, retract or restrict unlimited call plans for specific users who overwhelmingly use more inclusive minutes than other customers.

Any potential action to alter or withdraw a call plan would only apply to those within the top 0.2% of use.

You will be invoiced for telephone calls or any metered services in arrears. Line rental and monthly broadband fees will be charged in advance.

Unless you have obtained an exception from paying by Direct Debit, all payments will be paid by Direct Debit on or around the 1st (first) working day of the month.

You are not permitted to delay or withhold payment of your invoice for any reason without express written consent from us. This includes if you have a pending claim or complaint regarding your service. If your claim or complaint is resolved in your favour your account will be credited accordingly on your next invoice.

All charges are inclusive of VAT (unless specifically stated).

What happens if you do not pay your invoice on time?

  • If you do not pay your invoice on time we may issue you with a notice of default. This is in accordance with consumer credit laws.
  • If we do issue a default notice there will be a £12 (twelve pounds) charge added to your outstanding balance to cover the cost of issuing the notice. We may issue a default notice each month until you are considered to be in 'full default' (i.e. not intending to pay at all). Each default notice will incur an additional £12 charge.

We also have the right to charge you interest on any overdue amount at a rate of 1.5% per month pro-rata.

What if you do not pay at all?

If you have unpaid charges for more than 30 days we reserve the right to consider you in full default in which case the first action we may take after sending a notice of default is to suspend or terminate your services. You will not be able to access the services again until non-payment has been resolved.

We will then proceed with a standard collection action pursuant to law.

In the event of collection action the amount you will owe will include the outstanding charges, compound interest of 1.5% per month, £12 fee for each default notice and all expenses incurred by us under the collection process.

Any amount you did not pay previously due to the promotional contract you signed up for *For example, if you signed up for a 2 year fixed term contract that had an initial period of service for free, you would then be liable for the Usage Charges for that period as they were only free if you completed the full 2 year term of the contract.

Your responsibilities (other than paying)

You will only use the services for personal, residential use and not for business use. Business use is governed under a different set of Terms & Conditions and is charged at different usage rates.

(This is important to remember as it means amongst other variances we will never be liable for damages such as lost income and harm to business reputation under a residential contract service)

Only use store bought telephones on the service that state they are "BABT" approved. This is the UK standard for telephone equipment. Home-made telephones, modified telephones, telephones purchased or manufactured in other countries without approval and telephones not approved for standard telephone line use can cause serious damage to the phone lines and other equipment and you will be held liable for any costs associated with any damages if you disregard this request.

To protect the modem/hub from becoming damaged due to mishandling, unsafe conditions or intentional interference.

Ensure anyone using the service complies with these terms and conditions and monitor any use that is not by you.

You will be liable for anything anyone does with your service that you knew or reasonably should have known about including incurring excess Usage Charges. This may include if your system is compromised and it is determined that you have taken insufficient or no steps to protect your system from being accessed. This includes having proper virus and anti–malware security and utilising wifi password protection.

Not to use or allow the use of the service in any way that violates the law, is improper or in a manner which would reasonably cause harm, upset or offence. (Some examples include cyber bullying, illegal pornography, inciting to violence or hacking).

Let us know immediately if there is a problem with the service to give us opportunity to provide you with the best service possible.

Origin's responsibilities to you

To provide you with a good level of service.

To make all reasonable efforts to resolve faults to the network or equipment used to provide the services as quickly as possible to minimise the effect of any disruption to services.

To limit any disruption or suspension of service caused by the need for regular maintenance and upgrades to the services or as directed or required to do by any governmental department.

To inform you with as much notice as possible when there will be any disruption or suspension of service.

To resolve any claims or disputes as fairly and efficiently as possible.

To take all measures reasonably necessary to protect any of your personal data that you provide to us and use such data only for the purposes necessary to provide the service including to run credit checks or to provide service support. We use and store data in compliance with the Data Protection Act.

To let you know, in writing, if we make any substantive changes to our Terms and Conditions or any other Agreements that affect your service, our responsibilities or yours during the term of your use of our services.

What to do if there is a problem with your service

Most issues can be solved using the phone service but if your problem cannot be resolved over the phone we will arrange for a service visit as soon as possible.

If the issue is a result of a fault in our equipment or lines serviced by us or our partners (such as Openreach) and not due to any fault caused directly or indirectly by you then there will be no charge for the appointment.

(An exception to this will be if you are unavailable to give access to your residence to allow a repair during a pre-scheduled appointment time. Please try to make sure access can be granted, as we will incur charges that must be passed on to you).

If the issue is caused by a fault that is directly or indirectly caused by you then a service fee will be charged.

If the "problem" with the service is that you need to move to a new property, you will have the option to transfer your services to your new address. If a service visit to either your original or new location (or both) is required then a charge for each visit will be made. You will be notified of the charge prior to any service visit. Moving services to your new home will usually include some kind of one off cost.

If you are relocating to an area outside the Origin service area and are no longer going to be using our services this will be classed as an early termination of this Agreement. Please see Section 9 below for details on what happens in the event of an early termination.

If you are an existing fibre broadband customer, and you move to an area where fibre is not available, we will continue your contract on another broadband product, we may reduce your monthly recurring cost if the product is charged at a lower price than your existing service. A one off move fee would usually still apply in this scenario.

When the party's over (i.e. service is cancelled or terminated)

When you signed up for our services you agreed to a minimum term (12, 18 or 24 months usually) and you are required to continue services for the minimum period.

If you decide voluntarily not to continue services until the end of your minimum period you will continue to be liable for monthly Usage Charges until the end of the minimum period unless:

  • Termination is due to Origin breaking this Agreement and failing to resolve after you have given written notice of breach and followed the disputes procedure.

  • or

  • In the event that you have received a discount offer (such as our 'Free Broadband for 12 months offer), you would then be liable for the discounted amount, in addition to the remaining equivalent cost of your contract term. You would also be required to return any hub owned by Origin, or pay a £40.00 charge if you decide not to return the device, or cannot prove that the device was returned to us.

  • or

  • You receive an exception from Origin due to extraordinary circumstances, that excuse you from the remainder of this Agreement because they were beyond your control and the continued payment would constitute a Material Detriment to you.

After your initial term you will continue to receive the service at the current Usage Charge in force at that time unless you give us 30 days' notice to terminate service.

We may, from time to time, increase our Usage Charge and this is automatically applied to all non-fixed term customers. If this increase is more than 10% over the previous months' service charge you will be permitted to cancel the service, in writing, with less than 30 days' notice (i.e. any time in the 30 days after we notify you of the price increase).

During a fixed term period we may terminate your services with 14 days' notice if you breach a material term of the agreement, such as not paying your invoice in a timely manner. The 14 days' notice gives you time to correct the breach so your services will not be disrupted.

We can terminate your services immediately and without notice if you use the services in violation of law or we are directed to do so by a government department.

If we breach a material term of this Agreement you may terminate our services after giving us 14 days' notice of the breach. The 14 days allows us time to resolve the breach and avoid the need to cancel the service. Our goal is to keep you as a happy and loyal customer.

After the end of a fixed term contract we may terminate services by giving you 30 days' notice although we hope this will never ever happen.

However our relationship comes to an end, we will need our modem/hub back. So you will be required to return our modem/hub to us within 14 days after termination/cancellation.

If you do not return our modem/hub to us we will invoice you for each piece of equipment in the amount of £40.00 (including VAT). The modem/hub will then become yours.

Cancellation – Your rights

As a Residential customer of Origin Broadband, you have the right to cancel without charge 14 days from the point of ordering our service, or until one working day before any service you order with us goes live, whichever comes first. If you cancel, you will be required to return any equipment to us, and we will reimburse any postage fees (to a maximum of £3.50).

After this point, you will be required to pay a charge to end your services with us, as Origin will incur a cost to cease your connection. If you would like to transfer your service to a new address, we will support you with this, but a reasonable move charge, and a new minimum term will apply.

Other things you need to know

This Agreement is personal to you. That means you are not able to sell or transfer it to another person.

There are some things that are completely out of our control such as fires, floods, strikes, war, acts of God, cyber-attacks, terrorism, and Governmental action. When these unfortunate things happen we at Origin cannot be held liable for not being able to comply fully to the terms laid out here but we will always do our best not to allow anything to interfere delivery of a great service.

It may be necessary from time to time for us to make changes to our Terms and Conditions. We will notify you in writing if we make any substantive changes and there will be a 30 day period after the notice before the changes take effect. The changes will be available to view through the website.

If for any reason a part or parts of these Terms and Conditions are found to be invalid or unenforceable the rest of the document will remain fully enforceable.

If you need to send us a notice in writing regarding your service or this agreement it should be send registered post to insure it arrives. We cannot guarantee we received notice from you otherwise and that means the notice will not serve its purpose.

If we have to send you notice via post we will do so to the address you provided when the service was first set up unless you have given us formal notice of a change of address. Formal address is in writing send via registered post to ensure we receive the notice.

This and any other agreement between you and Origin Broadband will be governed by the Law of England and Wales. Any dispute that cannot be resolved short of legal action will be referred to the County Court nearest the location the service in dispute is being provided.

We take great pride in doing the best we can for each customer and want to help make our relationship with you as clear and straightforward as possible. As thousands of new people continue to join Origin every month, it's possible that sometimes, you may experience difficulties. We would ask for your understanding if this should happen – and we promise to take all reasonable measures to give you the best experience possible.

Finally, we'd like to say thank you for ordering with us. We believe in setting the standard in everything we do. Our rapidly growing customer base is allowing us to create high quality British jobs and thanks to you, we have a stronger voice to ask for a better standard and availability of broadband services for customers nationwide.

As we continue to grow, we will continue to find ways to improve the service we offer to you. It's very much appreciated, and we hope you enjoy your service with us.