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support@heyb.co.uk

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*Minimum Speed Guarantee

You’ll get your Minimum Speed Guarantee when you join us. We are constantly checking and optimising your speeds, and you can also test the download speed anytime. In the unlikely case it was slower than it should be, we’ll run checks to fix the problem and, if needed, we will send out an engineer so it can be repaired.

If we can’t get your Minimum Speed within 30 days of a problem being reported, you can claim your money back and, if you want, you will be free to leave your contract without penalti (We have volunteerely signed up to the Ofcom Voluntary Codes of Practice on Broadband Speeds)

Price Guide

Last updated and effective from: 2nd February 2020

This Price Guide sets out Hey!Broadband’s fees for the packages we offer our “residential customers”. These are customers who purchase our services under our Residential Customer Terms and Conditions. This Price Guide also sets out the other fees we can charge our residential customers in connection with our services.

In this Price Guide, “we”, “us” and “our” mean or refer to Hey!Broadband.

Hey!Broadband is the trading name of Hey Broadband Ltd, a limited company registered in England and Wales with company number 11992003. Our registered office address is 3rd Floor, 1 Ashley Road, Altrincham, Cheshire WA14 2DT.

The fees set out in this Price Guide are our usual fees but, as our residential customer, you may have fees at a special rate or a special offer applied to the services you purchase. These would be set out in your Service Confirmation Email.

We may update our Price Guide from time to time. You should check it periodically to make sure you’re aware of any changes.

All fee amounts set out in this Price Guide are inclusive of VAT unless stated otherwise.

If you have any questions about this Price Guide please contact our Customer Services:

by phone            on 0808 168 1616 (you’ll have to pay your telephone provider’s access charge (if any) but your call is otherwise free

by email              at info@heyb.co.uk

online                   via our online contact form at https://heybroadband.co.uk/support/.

All our packages for our residential customers are subject to our Residential Customer Terms and Conditions.

Packages and monthly Service Fees

These are the packages we offer our residential customers, along with the standard monthly fees we charge for them (“Service Fees”).

Package                                                                                                                                               Service Fee

Home Mega-FAST 250Mb                                                                                                               £35/month

  • Unlimited* full fibre broadband at speeds of 250Mb download and 50Mb upload
  • Our H!B router provided for your use with the package at no extra cost
  • 18 month minimum commitment period
  • No price increase during minimum commitment period
  • Includes parental controls

 

 

Home Giga-FAST 1000Mb                                                                                                              £65/month

  • Unlimited* full fibre broadband at symmetrical speeds of 1000Mb for upload and download
  • Our H!B router provided for your use with the package at no extra cost
  • 18 month minimum commitment period
  • No price increase during minimum commitment period
  • Includes parental controls

*Even if a package is described as “unlimited”, usage must be in accordance with section 6.1d iii of our Residential Customer Terms and Conditions.

Other feees

Fee                                                                                                                                                        Amount

Cancellation Fee                                                                                                                                 As notified on cancellation

This is the one-off fee we’ll charge you if you cancel the agreement under which we provide you with our services (“Our Agreement”) within the 14 day cancellation period (see section 10 of our Residential Customer Terms and Conditions. The amount of the fee covers the cost of any installation-related work we carried out in connection with your order for our services as well as any broadband and/or telephone service you received, in each case up until the time you cancel. Further details of this fee are set out in section 10.2a of our Residential Customer Terms and Conditions.

Early Termination Charge                                                                                                                As notified on termination

This one-off fee is payable if your Service ends while there’s still a minimum commitment period that applies to it. We’ll calculate this fee based on the remaining months of your minimum commitment period. It will never be more than the total of the monthly Service Fee payments you’d have to make until the end of that minimum commitment period.

Engineer Set Up Fee                                                                                                                        £110        

If our engineers are already at your property to carry out installation work, they will set up our equipment for you and you won’t be charged an Engineer Set Up Fee for this. However, if you aren’t having installation work done by our engineers and you ask us to send an engineer to your property specifically to connect our equipment (e.g. router) to your Service, we can charge you this one-off fee (see section 12.10 of our Residential Customer Terms and Conditions.

Engineer Visit Fee                                                                                                                             £110

This one-off fee is payable if (i) you cancel a scheduled engineer visit at short notice, (ii) you’ve agreed a visit time with an engineer but they’re unable to carry out their work due to your fault, or (iii) the engineer has come to fix a fault you reported and either finds that there is none or that the fault wasn’t caused by our apparatus, our equipment or the broadband and/or telephone service we are providing you (all as set out in sections 12, 13 and 15.2 of our Residential Customer Terms and Conditions). We can also charge this fee if you send us our equipment to check for faults but we can find no fault in such equipment – see section 15.2 of our Residential Customer Terms and Conditions.

Equipment and Apparatus Fee                                                                                                     £50–router
Other apparatus/equipment – amount as notified at relevant time

This is the one-off fee for the repair or replacement of any of our equipment or apparatus that we can charge you for under Our Agreement (for example where you damage it (see section 15.2b of our Residential Customer Terms and Conditions) or our equipment isn’t returned to us as it should be when you cancel Our Agreement or when it ends (see sections 10.3 and 24 of our Residential Customer Terms and Conditions)).

Installation Fee
Standard Installation Fee                                                                                                              £150
Bespoke Installation Fee                                                                                                                as notified on survey

Our Standard Installation Fee covers work involved in our standard installation of our apparatus at your property. Our Bespoke Installation Fee covers non-standard installation work related to our apparatus. The amount of the Bespoke Installation Fee depends on the bespoke work needed and you’ll be told the cost once we’ve calculated it. We’ll get your specific agreement to any Bespoke Installation Fee before we carry out, or charge you for, any bespoke installation work. See section 12 of our Residential Customer Terms and Conditions for more information on these Installation Fees.

Late Payment Interest Charge                                                                                                     as notified at relevant time

This one-off fee is payable if you don’t fully pay what you owe us by its due date. The fee will be charged as interest on your overdue payments (at the rate of 4% per annum above Barclays Bank plc’s base rate at that time) from the date you should have paid us, until the date we receive the full amount you owe (which includes the full amount of any Late Payment Interest Charge on your late payment).

Payment Fail Fee                                                                                                                           £10

The one-off fee every time your Direct Debit payment or other payment method we’ve agreed with you fails for any reason.