Beaming Limited Consumer Code of Practice.
1. Purpose of this code
The overall purpose of the Code is to provide consumers with a clear statement of the range of products, services, policies, specification and support activities that we offer. It is intended to provide sufficient information for you, the consumer, to understand the range of products and services available from us and how to contact us whether to obtain a new service, clarify our terms and conditions, obtain support from us, or indeed to make a complaint.
2. Who we are
Beaming Limited is primarily a provider of telephone and broadband connectivity services. A common term used by such companies is that of “Internet Service Provider” or ISP. We offer a UK nationwide service for telephony and broadband using BT Wholesale’s network. We can therefore only provide our customers a service if they use BT as their underlying network provider. (For example, we cannot provide a service to non-BT customers such as NTL, Telewest and Kingston Communications)
Beaming Ltd is headquartered in Hastings, East Sussex and strives to deliver the most reliable, best supported and cost effective broadband and telephony products in the UK.
3. How to contact us
Beaming offers a variety of means of contact, depending on your needs at any point in time. The principal methods are detailed below:
St Leonards on Sea,
East Sussex TN38 0DX
Sales – firstname.lastname@example.org
Billing – email@example.com
Support – firstname.lastname@example.org
Abuse – email@example.com
Sales – 0800 082 2868
Support – 0800 027 2656
Fax – 0800 082 2869
4. Our products and service
Broadband internet access
We currently offer two consumer broadband internet access packages. With the exception of price and download speeds, our services offer the consumer the following inclusive features;
- Static IP Address
- Email Virus Checking
- A POP3 email account
- Consumer Broadband contention ratio of only 5:1
- 10GBytes or up to 50GBytes of inclusive data transfer
Broadband Internet access is available nationally within the UK subject to the limitations beyond our control such as BT Exchange enablement, line quality and distance from the telephone exchange.
We currently offer three consumer telephone packages:
- Beaming Standard – FREE connection and no monthly fee. Evening and Weekend UK Local and National calls are capped at just 5p for 60 minutes.
- Beaming Offpeak – FREE connection with a monthly rental fee. Evening and Weekend UK Local and National calls are FREE for up to 60 minutes.
- Beaming Anytime – FREE connection with a monthly rental fee. UK Local and National calls are FREE for up to 60 minutes, 24hours per day.
The service operates over your existing BT telephone line and number. Once your order has been accepted and provisioned, your calls are automatically routed over our network using a BT service called Carrier Pre-Selection (CPS). We will bill you monthly for your call charges whilst BT will continue to bill you for your line rental charges, unless you have also chosen to move your line rental to us.
If you move your line rental to us, the transfer is on a like-for-like basis which means that Beaming will also bill for any Calling Features present on your telephone line (e.g. Caller Display, Call Waiting, etc.)
Combined broadband internet and home telephone packages
We currently offer six consumer combined broadband internet and home telephone packages. These packages are available with Broadband download speeds of up to 38Mbps (depending on whether exchange or street cabinet equipment is used and what speed the customer’s telephone line will support).
- Beaming Standard + (Plus) – Broadband service with the Beaming Standard telephone option.
- Beaming Offpeak + (Plus) – Broadband service with the Beaming Offpeak telephone option.
- Beaming Anytime + (Plus) – Broadband service with the Beaming Anytime telephone option.
View the following PDF for details of our pricing information Consumer Prices Dec 2014
5. How to apply for our products and services
- By phone, please call our sales team on 0800 082 2868.
- By post, you can request a full information and ordering pack by sending a self addressed envelope to Beaming Ltd, Hanover House, Marine Court, St Leonards on Sea, East Sussex TN38 0DX
When will my Broadband service go live?
Upon successful acceptance of your order, we aim to provision your broadband service within 10 working days. During this time you will receive an Order Acknowledgement and a welcome pack by email, together with any hardware you have requested by Royal Mail Special Delivery.
When will my telephone service go live?
Upon successful acceptance of your order, we aim to provision your telephone service within 15 working days. During this time you will receive an Order Acknowledgement and a confirmation date of your service changeover. The changeover is completely transparent and you will not notice any difference in the quality of the service. The only difference will be that Beaming will be billing you each month for your telephone calls instead of your current telephone provider. If you have chosen to transfer your line rental to Beaming, your telephone calls will be transferred at the same time as your BT line rental and again the only difference will be that Beaming will also be billing you for your line rental and any associated calling features, instead of BT.
6. Billing and payment
We will bill you monthly for our services and a fully itemised bill will be available on-line at least 10 working days before any amount is collected by Direct Debit from your bank or building society account. We will send you a confirmation email to your registered email address as soon as your monthly bill has been prepared and is viewable online.
Your first bill will include any applicable connection or migration fees, any hardware that you have ordered, the pro-rata portion of any rental from the activation date to the end of the calendar month plus the subsequent monthly broadband rental in advance.
Your first bill will include the pro-rata portion of any package rental from the activation date to the end of the calendar month plus the subsequent monthly package rental in advance. If you have chosen to transfer your line rental to Beaming, your first bill will also include line rental and calling feature charges, pro-rata from the transfer date to the end of the calendar month plus the subsequent monthly package rental in advance.
We only accept payment by Direct Debit. Payment by direct debit is the safe and convenient way to automate your broadband and telephone payments. You will always be notified at least 10 working days in advance of your account being debited. In the event of any error, you are entitled to a full and immediate refund from your Bank or Building Society. You have the right to cancel a direct debit instruction at any time simply by writing to your Bank or Building Society, with a copy to us.
7. Cancelling your service
You are entitled to cancel your service at any time provided that;
You are outside of your 3 month minimum contract term. You must provide us with one month’s notice, either by email to firstname.lastname@example.org, or by writing to Beaming Ltd, Hanover House, Marine Court, St Leonards on Sea, East Sussex TN38 0DX
There is no minimum contract term for your telephone call package. You do not need to inform us if you are wishing to move to another provider. However, if you have line rental with Beaming, there is a minimum one month contract term and you must provide us with one month’s notice, either by email to email@example.com, or by writing to Beaming Ltd, Hanover House, Marine Court, St Leonards on Sea, East Sussex TN38 0DX
You are responsible for contacting your new provider and it is their responsibility to inform you when your service will be transferred to them. You will continue to be billed by us for any calls you make up until the changeover date and time or until your telephone service is terminated if you are ceasing your line. Failure to pay any outstanding telephone calls may result in immediate termination of your broadband service. If the telephone service is part of a combined broadband and telephone package, your broadband rental will revert to our normal standard monthly rental tariff.
For general faults you should in the first instance email firstname.lastname@example.org . If you are experiencing a total loss of service, you should telephone our support team on 0800 027 2656.
For general faults you should contact support by emailing email@example.com, or by telephoning 0800 027 2656. If your line rental is still with BT, and your phone line has no dial-tone and appears to be faulty, please contact BT faults on 151 or 0800 800 151. BT is responsible for providing and repairing your telephone line so long as the line rental is still paid to BT, whilst Beaming is responsible for the transporting of your telephone calls across our network. If however your line rental has transferred to Beaming, Beaming is also responsible for faults on your telephone line and should be contacted as above.
9. Refund and compensation policy
Beaming offers compensation to customers for broadband outages which are not resolved within 32 working hours, from the time that the fault is reported to Beaming by the customer. (Working hours are Monday to Friday 09:00 – 16:00 excluding public holidays.) The compensation offered is on a daily basis and up to a maximum of 20 business days (as per the working hours above). Please note that exceptions to this are events of force majeure, scheduled maintenance, provisioning issues, a fault due to any element other than the broadband connection, suspension of service due to the breaking of Beaming’s acceptable use policy (AUP), suspension of service due to security reasons or due to non-payment of the Beaming bill. Beaming has no obligation to compensate customers for financial loss, loss of data or corruption of data or for any impact caused by the loss of the broadband service. Please note that Beaming will not pay compensation when the cause of the loss of service is due to a fault on the customer’s BT telephone line.
If there is a fault with the router that Beaming has supplied, within a year of the provision to the customer, then Beaming will offer the customer a new router as a replacement.
Refunds are made when a customer has paid in advance for a Beaming service and due to cancellation, migration, upgrade or downgrade, money is owed by Beaming to the customer.
10. Making a complaint
Please see the ‘complaint procedure’ section for further information.
11. Customer rights and obligations
Your rights and obligations when using our products and services are detailed in two documents, with the current versions available on our web site, https://www.beaming.co.uk . The documents are:
- General terms and conditions
- Acceptable usage policy (Applies to broadband services)
12. Social responsibility
One of the key advantages of a broadband Internet connection is usually stated as being that it is “always on”. However, with this key advantage comes the associated issue that the computer could now be permanently accessible by people with either mischievous or malicious intent. We always emphasise to our customers the importance of ensuring that their computers are adequately protected from intrusion by using a software firewall as a minimum. We also encourage customers that wish to connect multiple computers to strongly consider the use of a hardware router/firewall. We can unfortunately accept no responsibility from any perceived or successful compromise of your computer or network.
In line with other Internet service providers, we are very aware that not all content on the Internet is either suitable for, or desired by, all users. Unfortunately, it would be neither practical nor cost effective for us to currently provide a ‘filtering’ service to our users to screen out any ‘unsuitable’ content. We do however constantly keep this under review, and may introduce such a service in the future, with customers being able to opt in or out as they deem appropriate.
Accessibility for special needs
Where our customers inform us of special needs regarding their ability to use our services on an on-going basis, we will use our reasonable endeavours to satisfy those needs. An example of this for our customers to consider would be the use of a larger font for formal communications such as invoices etc. For those wishing to subscribe to our services, if you wish to receive information regarding our services in a paper format, then please e-mail firstname.lastname@example.org, or call 0800 082 2868.
13. Approval and review of this code
We will publish revisions to this Code of Practice as and when we feel it will be necessary and/or beneficial. However, we also undertake to conduct a formal review of the Code once a year. Please note that this Code is approved by Ofcom.
If you have any specific comments on this Code of Practice, or would like us to consider specific amendments, corrections, or improvements in a future revision, then please contact us.
If you require a copy of the Code, then please e-mail email@example.com, or write to Beaming Ltd, Hanover House, Marine Court, St Leonards on Sea, East Sussex TN38 0DX.
14. Useful contact details
To register your phone number to stop receiving unwanted marketing calls
Telephone Preference Service (TPS)
Phone: 0330 440 1614 (Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm)
Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU