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Price Guide
Last updated and effective from: 10th October 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 phonecon 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.
Residential Fibre and Home Phone 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”).
Fibre 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 £40/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 fees
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 technical survey Fee £65/hour
If you require an engineer technical survey previous to the full fibre install in your premise you will be charged with this fee. You will also charged with this fee if you’ve agreed a visit time with an engineer but they’re unable to carry out their work due to your fault or to your decision.
Engineer Visit fee £110
This one-off fee is payable if (i) you cancel a scheduled engineer visit at short notice, or (ii) 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.
Engineer Visit request £110 for first hour
You will be charged with this amount if you ask us to send an engineer to your home for any special bespoke set up. This price includes one hour of work; you will be charged £65 for each additional hour.
Equipment and Apparatus Fee – ONLY TO BE PAID IF NOT RETURNED £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 FREE
Bespoke Installation Fee as notified after 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.
Home Phone Service
Phone Package Service Fee
Anytime UK Mobile and landline £9.50/month
Anytime calls to UK standard mobile & landline numbers
See Home Phone Service Description for details (LINK)
Line Rental Free
Voicemail Free
International calls calls not included in the Anytime UK
Mobile & Landline package See Call charges
Set-up with a New local number £10 (one-off)
Set up and attempt to port an existing number £15 (one-off)
Business 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
Business Mega-FAST 250Mb £59/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
- 1 Static IP address
Business Giga-FAST 1000Mb £100/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
- 1 Static IP address
*Even if a package is described as “unlimited”, usage must be in accordance with section 6.1d ii of our Terms and Conditions for Business Customers.
Other fees
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 Terms and Conditions for Business Customers. 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 Terms and Conditions for Business Customers.
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 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 Terms and Conditions for Business Customers). 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 Terms and Conditions for Business Customers.
Equipment and Apparatus Fee (only to be charged if not returned) £90–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 Terms and Conditions for Business Customers) 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 Terms and Conditions for Business Customers)).
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 business. 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 Terms and Conditions for Business Customers 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 £20
The one-off fee every time your Direct Debit payment or other payment method we’ve agreed with you fails for any reason.