FAQ

Frequently Asked Questions

Below are some frequently asked questions, with answers!

If your question is not addressed here, please Email the KAHSI team and we’ll add it to this page or check the Gigaclear FAQS Page.

General FAQ (15)

General Questions

No, this isn’t the same solution as BT Infinity (despite the BT advertising, Infinity isn’t Fibre Broadband – they’ve used their clout to persuade OffCom and the ASA to let them call it ‘Fibre Broadband’ even though it’s not).

BT Infinity will connect a fibre only to their cabinets in the street – NOT all the way to the home/business premises. This means that your internet access will still run through the same copper wires that connect your house to the telephone network. For people who live near the cabinets, there would be an increase in speed (but still not as fast as Gigaclear). For those further away from the cabinet, it may make little or no difference at all to your current broadband speed – it could even be worse.

It’s an academic question though – BT have no plans to install Infinity in Kings Cliffe & Apethorpe. The most we’ve heard is that they might be doing a survey at some undefined point in the future with a view to putting one FTTC cabinet in Kings Cliffe and Apethorpe doesn’t even get that vague promise. As the norm for BT Infinity in cities is one cabinet per street; you can see what a raw deal we’d be getting with just one cabinet for the whole village.


Yes – reliably, without interruption and in fact with several other people in the same household can be watching different things at the same time on different devices, seamlessly.


Yes you could but…

…if we don’t get the required 30% to sign up then there won’t be a service to experience.

We really can’t afford for people to ‘sit on the fence’ and see what happens. If too many people take that attitude then Kings Cliffe & Apethorpe will be consigned to the Internet backwaters for the foreseeable future.

Have a look at the Links page and read up on other villages experience. We’re confident that having done that you’ll conclude that the service is good.


The usage policy is pretty simple, most Gigaclear services don’t have a usage cap and just don’t do anything illegal.

Details can be found here.


Well, back in the early nineties that was Bill Gates’ opinion about the Internet at any speed and it’s pretty obvious that he’s been proved wrong.

The Internet is increasingly used for a variety of reasons by people from all walks of life. Most schools now expect children to use the Internet for homework or to access school resources, many employers allow their employees to work part time from home provided they can be online at sufficient speeds to do so and increasingly the government is providing services (such as tax returns!) online.

All of these point to a need for greater speed just to stand still. It is also true that many more people use the Internet for leisure purposes and Internet video is the biggest growing segment of Internet traffic as people switch off the TV and watch the same content on-demand over the Internet. Good video requires speeds well in excess of that available in the village at present.


Yes. The Gigaclear Router has an inbuilt WIFI access point.

However, if you’re lucky enough to live in one of the old stone buildings in the village or your house is modern enough to have foil lined plasterboard you’ll already know that WIFI connections can be problematic.

The Gigaclear WIFI isn’t any different in this respect so whatever solutions you’ve currently used to get a decent WIFI signal around your property will still be needed.


No. Gigaclear are regulated by OffCom and the maximum price rise is RPI+2%.


As you’ll know if you’ve read the pages on this website, we need 30% of the combined villages (around 200 households/businesses) to sign up before the project can go ahead.

As a ‘thank you’ to the 30%ers Gigaclear will upgrade your subscription to the next highest tariff level free for the first twelve months.

So – sign up for 50Mbs and you’ll get 100 Mbs. Sign up for 100Mbs and you’ll get 200Mbs. Sign up for 200 Mbs and you’ll get 1000Mbs which is five times faster! Sign up for 1,000Mbs and you’ll get a credit for the price difference between the 1,000 and 200 Mbs tariff.

If you’re not in the first 30% then you’ll have missed your chance of this free upgrade so don’t delay – sign up now.


This is simply part of Gigaclear’s setup administration.

Gigaclear have assured us verbally, in writing and on their website that bank details will not be used until you are actually connected up and receiving the service.

As it is a direct debit mandate, you are in control of it and Gigaclear have to conform to the strict direct debit rules.

Of course, if we don’t get sufficient people signed up, and we don’t get connected, you won’t be charged anything.


We put this question to Gigaclear and they replied:

A contract can be taken out by a new owner or tenant at any point, and if there is a straight handover from one to the next then the original customer is not held to his or her contract term, though obviously that is subject to the new owner or tenant taking a new service to replace the original one. The new owner will have to pay a £50 reconnection fee in addition to the service charge (assuming the original customer paid the £100 connection fee).

A customer that has signed up to a service as part of the 30 per cent pre-sales target is expected to honour the order. However, we do recognise that there are some life changing events that cannot be predicted - which include loss of job or moving house, so we do not enforce these orders as there's no point. Equally we hope that people will not place an order they already know they will not be able to honour due to an impending house move.

In short, we are as generous as anyone could expect of us with regard to change of circumstance.

Which sounds reasonable to us.


Gigaclear have confirmed to us via email that while you’re in-contract they will repair any failed part of the circuit up to and including the router inside your property. This obviously includes the main fibre cabling coming down from the A47 and through the village.

They do draw the line at failures caused by willful damage to the cable or router on a subscribers property but that’s hardly being unreasonable.

So there are no surprise bills if something goes wrong.


The initial contract (landlord/tenant situations excepted) is for 12 months with a 3 month notice period. That effectively means a 15 month contract in the first year.

After the initial 12 months, the contract is ongoing month by month still with a 3 month notice period.

That means that should you wish to cancel after having the service for 2¼ years you would only be tied in to the 3 month notice period and not 9 months as you would be with BT or most other service providers.

If the reason for cancellation is moving or selling your home, Gigaclear will transfer the service to the new occupier without holding you to any termination period.


Well they might be if you live in Woodnewton!

The rumours circulating that Kings Cliffe is going to get BT FTTC (Infinity) in December came from the BT “When and Where?” website where, if you type in a Cliffe postcode, it’ll happily tell you that our exchange is “Coming Soon” and the detailed PDF/XLS says “Kings Cliffe Available December 2014”.

This is not correct for Kings Cliffe or Apethorpe.

Northamptonshire County Council (NCC) have confirmed that this relates only to the single NCC/BDUK funded FTTC (Infinity) cabinet being installed in Woodnewton that happens to be on the Kings Cliffe exchange. The BT website isn’t smart enough to know the difference between Woodnewton and Kings Cliffe :(

NCC have written to the Parish Council to confirm this and squash any false hopes or rumours about BT installing any updated broadband in our village.

Gigaclear remains our only foreseeable chance of lifting Kings Cliffe & Apethorpe from the bottom of the pile to the top.

As the leaflet said: There is (still) no Plan B.


Well… the first questions is ‘are they likely to?’. Gigaclear have some very strong Venture Capital backers (Neil Woodford with funds of over £2,000,000 to invest and others) so the chance of them going under for lack of funding isn’t high. Their business model also seems sound and with a reasonable ROI (Return On Investment) should be profitable (hence the Venture Capital investments).

But nothing in business is certain.

However, once installed and operational (and remember Gigaclear won’t be taking any money from us until it is), the fibre network and the customer base would be very valuable to another ISP in the event of Gigaclear’s demise.

It’s estimated that ‘fibreing up’ Kings Cliffe & Apethorpe will cost £500,000 to £750,000. If another ISP could buy that for a fraction of the real cost in a distressed sale they’d be laughing all the way to the bank.


Gigaclear have promised verbally and in writing that no money will be taken until the service is installed and working.


Installation FAQ (5)

Questions about the actual installation.

If you sign up, Gigaclear will discuss with you the most appropriate place to have the box. If you do not sign up Gigaclear will position the black box at a point of their choosing.


It’s coming down the Stamford Road, under the old railway bridge and then into two main distribution points.

Well that was the plan but Vodafone couldn’t deliver the connection promised so Gigaclear negotiated a new connection with SSE in Wansford. One might therefore think that the main feed would go up ‘Wansford Hill’ but no…. it’s actually going from Apethorpe, through Nassington and Yarwell and thence to the connection point in Wansford.

The first distribution point is likely to be opposite the Endowed School and the second on Oak Lane (subject to survey).

The position of these points doesn’t matter though (unlike the FTTC/Infinity type systems). You get a fibre connection from your house to the distribution point where it joins the 10,000 Mbs link down to the main datacentre in London.


No, any disruption should be minimal because the BT service should keep on working while the fibre to the premises network is installed and then can be ceased if wished at any time afterwards.


Despite some information to the contrary on the Gigaclear website (which may well have changed by the time your read this as a new site is being launched and the errors fixed), the connection fee will not be taken until your service is live. Taking the fee when the project starts is the way it used to happen but won’t be the case for Kings Cliffe & Apethorpe.

We’ve had this confirmed both verbally and in writing by Gigaclear’s Sales Director on the 18th August and the connection fee will be taken with your first months subscription and not in advance of that.

 


Gigaclear have confirmed to us via email that while you’re in-contract they will repair any failed part of the circuit up to and including the router inside your property. This obviously includes the main fibre cabling coming down from the A47 and through the village.

They do draw the line at failures caused by willful damage to the cable or router on a subscribers property but that’s hardly being unreasonable.

So there are no surprise bills if something goes wrong.


Prices FAQ (9)

Pricing and Comparisons

No. Gigaclear are regulated by OffCom and the maximum price rise is RPI+2%.


As you’ll know if you’ve read the pages on this website, we need 30% of the combined villages (around 200 households/businesses) to sign up before the project can go ahead.

As a ‘thank you’ to the 30%ers Gigaclear will upgrade your subscription to the next highest tariff level free for the first twelve months.

So – sign up for 50Mbs and you’ll get 100 Mbs. Sign up for 100Mbs and you’ll get 200Mbs. Sign up for 200 Mbs and you’ll get 1000Mbs which is five times faster! Sign up for 1,000Mbs and you’ll get a credit for the price difference between the 1,000 and 200 Mbs tariff.

If you’re not in the first 30% then you’ll have missed your chance of this free upgrade so don’t delay – sign up now.


Yes!

Gigaclear will accept your registration if your current contract has 12 months or less to run.

They will enable your new fibre service when your current contract expires so you won’t be paying for two broadband connections (remember Gigaclear have promised not to take any money until your new service is up and running).

So even if you are in a contract, please do sign up as you’ll then count towards the critical 30% needed to get the project launched.


Despite some information to the contrary on the Gigaclear website (which may well have changed by the time your read this as a new site is being launched and the errors fixed), the connection fee will not be taken until your service is live. Taking the fee when the project starts is the way it used to happen but won’t be the case for Kings Cliffe & Apethorpe.

We’ve had this confirmed both verbally and in writing by Gigaclear’s Sales Director on the 18th August and the connection fee will be taken with your first months subscription and not in advance of that.

 


This is simply part of Gigaclear’s setup administration.

Gigaclear have assured us verbally, in writing and on their website that bank details will not be used until you are actually connected up and receiving the service.

As it is a direct debit mandate, you are in control of it and Gigaclear have to conform to the strict direct debit rules.

Of course, if we don’t get sufficient people signed up, and we don’t get connected, you won’t be charged anything.


That’s a bit academic as BT aren’t likely to be upgrading our exchange to support Fibre to the Premises (BT are now calling it Fibre On Demand or FOD; marketing obscuring the waters yet again). There are only around 5% of the 5600 BT exchanges that have been upgraded to support FTTP/FOD.

But let’s pretend we could get it. Here’s a comparison (figures as of Sept 2014):

BT FOD Gigaclear H1000
Installation £2,160 (average) £195 Gigaclear is 90% Cheaper
Monthly Cost £118.80 £69 Gigaclear is 58% Cheaper

The BT FOD service is 330Mbs download but only 30Mbs upload. We’ve compared it with the Gigaclear 1,000Mbs service so as well as being much cheaper Gigaclear is also three times faster downloading and thirty three times faster uploading!


The initial contract (landlord/tenant situations excepted) is for 12 months with a 3 month notice period. That effectively means a 15 month contract in the first year.

After the initial 12 months, the contract is ongoing month by month still with a 3 month notice period.

That means that should you wish to cancel after having the service for 2¼ years you would only be tied in to the 3 month notice period and not 9 months as you would be with BT or most other service providers.

If the reason for cancellation is moving or selling your home, Gigaclear will transfer the service to the new occupier without holding you to any termination period.


See the Prices page but in a nutshell:

£100 to join Gigaclear
£0 or £95 to connect the fibre between your house and the ‘pot’ on your border depending on whether you DIY or use Gigaclear’s contractors (1/3rd of Gigaclear’s current customers went down the DIY route)
£37 per month for the entry level 50 Mbs symetric service

So £100 to £195 up front and then £37 per month ongoing.

However, that’s only part of the story. Please see the Prices page for the full information.


Gigaclear have promised verbally and in writing that no money will be taken until the service is installed and working.


Telephony FAQ (10)

Questions about Internet Telephony/Vonage.

In a word, No.

VOIP requires your telephone to be plugged into your Vonage Box rather than the usual telephone socket so you might consider the location of these. Of course, being a networked device, the Vonage box doesn’t have to be positioned next to your Gigaclear router; you can put it whereever you like.

Alternatively you could buy a new VOIP telephone, which would plug directly into the router and use SIP services over the Internet but that’s a bit beyond this FAQ.


No you don’t.

There is a common misconception that making VOIP calls requires a computer connected to the Internet. That’s true if you want to make a video call using a service like Skype, but for normal voice calls you’d use your telephone as you have done in the past. The only difference is that the phone is connected to your Vonage box rather than the traditional BT wall socket.


In most cases the answer is Yes.

If you use BT you can release your number and attach it to your VOIP service. If you use TalkTalk it can still be done, but the process is a little more complicated.

We suggest you talk to your chosen VOIP provider (remember Vonage isn’t the only one around) and ask them.


Other people or businesses that call you don’t need to use VOIP themselves – your number will still work just like before no matter how they get their telephony.


Yes. Your VOIP service works just like your old one, so you can call any number anywhere in the world, whether they use VOIP, mobile or landline.


Yes. As we’ve used Vonage in our examples above, here is a list of the services included in their £7 a month package – http://www.vonage.co.uk/inclusive-call-features/.

Other VOIP providers will have different feature lists (although the core range tends to be the same). Shop around and see what you fancy.


In a word – No unless you take steps to ensure it will.

This isn’t a new situation. Many people have portable telephones in the house already and these will not work if the power is off. There is the same issue with VoIP – if there is no power to the ‘base station’ it won’t work.

If you are worried about power outages, you can purchase a small personal UPS battery backup system for your router and phone from around £45 or use a mobile phone.


Yes – with Vodafone’s “Sure Signal” product which boosts the signal through a box costing around £50.

Vodafone states: “Get a great signal – with Sure Signal. We know you want to do more on your mobile phone or 3G device, so we’ve made Vodafone Sure Signal even better. It gives you a great mobile signal in every corner of your home or office. And Sure Signal even works in basement flats or buildings with thick walls. Install Sure Signal easily. Just connect Sure Signal to a fixed-line home or office broadband. You can register up to 32 numbers – from 3G phones to mobile internet dongles. Share the benefits of Sure Signal. After you’ve installed Sure Signal, up to four people can use it at once. So one of you might be checking out your favourite sites while others are updating Facebook or sharing videos on YouTube.

Other mobile phone providers have similar systems. The Sure Signal is like having your own antenna booster in your own home! And, if you are traveling, take the Sure Signal with you, connect into another wireless router and, after initialisation, off you go!

If you’re using Vonage for your normal telephony, you can register your smart phones with the service and make calls with your mobile over the Gigaclear fibre via the routers WIFI.


If you’re using Vonage and you’ve transferred your local number to them then the answer appears to be no you don’t. You’ll still be able to dial 470XXX and ring someone else in the village.

Other VOIP providers might vary (although it’s not rocket science and any VOIP provider should be able to do this).


Yes. You can have as many as you like.

If you want a second line for business or any other reason, simply plug in another Vonage box to your router.

More complex business packages with phones spread over multiple locations and all the features of a PBX are also available.

See the Vonage Business website for more information.


Existing Broadband FAQ (7)

Questions about the impact on, and future of the existing broadband service.

Two parts to this answer.

  • If nothing is done, the current village broadband can only get worse. This will be caused by increasing occupancy of new houses (most of the new houses on Oak Lane have young families with high broadband demands), more people using Smart-TV or IPlayer type applications, more people working from home, more people using Skype and other video systems, more TV channels becoming Internet based and not broadcast (as is happening already to BBC 3), more people using VOIP (telephone calls over the Internet) and Internet applications coming along that havn’t even been thought of yet. The prognosis isn’t good and the status-quo isn’t going to remain unchanged over the next few years.
    You might be happy now but you probably won’t be in the fairly near future.
  • Is everyone in your household of the same opinion? How much more could you do if your Internet connection was faster and more reliable? How else could you and all your family use the Internet to save money with less travel, better entertainment and more effective working? The Internet is a rapidly changing place and those with slow connections are going to get left behind.

Satellite broadband is basically one way – from the Internet to you.

That’s fine if you only ever download but people who want to store data in the Cloud, use Internet telephony or Skype or send large documents wouldn’t see any improvement.


Bwahahahahahah… 😆

Sorry but the answer to that is No. A great number of people on Oak Lane (aka Sovereign Grange) havn’t even been able to get telephone lines installed.

While 148 new houses might seem like a large number, to BT that’s just not worth considering.


Yes!

Gigaclear will accept your registration if your current contract has 12 months or less to run.

They will enable your new fibre service when your current contract expires so you won’t be paying for two broadband connections (remember Gigaclear have promised not to take any money until your new service is up and running).

So even if you are in a contract, please do sign up as you’ll then count towards the critical 30% needed to get the project launched.


We wish we knew the answer to this :(

Some older BT-Vision boxes are designed to only work if you’re paying BT for broadband service and line rental.

Some BT-Vision boxes will still play and record Freeview broadcast TV without a BT broadband but won’t stream Internet TV.

Some BT-Vision boxes will work quite happily without a BT broadband. For example, Currys are currently, September 2014, advertising BT-Vision boxes with no subscription and no tie-in to any particular ISP (See here for details).

To further complicate matters, some people have BT-Vision on contract with BT and when your BT Broadband contract expires you will be expected to return the box to them.

So it’s a bit complicated and we can only suggest that you contact BT and ask about your particular box and contract.

Sorry we couldn’t give you a simple answer. It’s almost as if BT were intentionally making things complicated to stop people moving to a different ISP :)


In KAHSI, we’ve heard a few people say that the current broadband is OK for their current needs. While that’s obviously true for the individuals that said it, it does beg the question of “How much worse does it need to get before it’s not OK?”.

Predicting the future is always tricky but if you look at the current performance and compare it with other communities it does show that the current position isn’t good and as it gets worse we’ll fall even further behind.

Here’s a graph showing the response time on what we’d consider a good Internet connection (it’s inside a data centre) over the last 30 hours. It’s a nice stable green line with very little variation.

Good Broadband

The next graph is taken from a normal domestic ADSL broadband line in Werrington, Peterborough.

Peterborough Broadband

That’s pretty good (although if it was our line we’d be asking BT to check out the wiring as there’s a bit of lost data from time to time).

The average is 12mS and the worst 16mS.

Lets look at a BT broadband in Kings Cliffe over the same timeframe.

Kings Cliffe Broadband

The average is 34mS (12mS for the line in Werrington) and the worst 83mS (16mS in Werrington).

That’s pretty awful and shows what I’d consider a heavily loaded line that was struggling to maintain a decent service. In fact this broadband is very lightly loaded (it’s used for a specific purpose a handful of times each day that generates hardly any traffic).

The average is three times worse than an equivalent broadband in Peterborough. and when the going gets a bit tougher it’s five times worse!

What’s it going to look like when the rest of Sovereign Grange is finished and online, the building plot behind Sovereign Grange has a load more houses on it and half the Middle School site is developed for housing?

We might not be able to predict the future but with no BT update plans for Kings Cliffe’s broadband until at least 2019, it’s not hard to see which way the wind’s blowing :(


Yes. Nothing is going to be disconnected by Gigaclear; it’s a brand new independant installation.

Quite why anyone would want to continue with the current ‘steam driven’ broadband is beyond us though :)


Other Solutions FAQ (1)

The short answer is ‘maybe’.

BT have published their plans as far out as 2017 and the Kings Cliffe exchange doesn’t feature so it currently looks like BT Infinity will not get to either village in the next few years.

There is a hint on the Superfast Northamptonshire website that we may be getting a survey for one cabinet in the village at some undetermined point in the future. Apethorpe is so far off the radar it might as well not exist.

One cabinet just won’t be enough for the whole of Kings Cliffe though as BT’s installation would be Fibre to the Cabinet (FTTC) and then existing copper pairs to to each building. This is the system being advertised on TV as ‘Fibre Broadband’ which is stretching the truth to say the least; because the ‘last leg’ is nasty old copper.

Those close to the cabinet will see decent speeds, but the speed you get falls off quickly with length of your copper line from the cabinet. Some Infinity users are reporting speeds as low as to 1 Mbs! and the service, because of the copper wires, has reliability issues.

So you will have to wait some years to get an upgrade from BT, and the upgrade will be to a slower and less reliable solution than offered by Gigaclear.


EMail (1)

In some cases yes.

Unfortunately some ISPs provide email addresses that are not portable precisely to prevent people moving. There are some however, including BT, who do allow email addresses to be retained or rerouted at a small monthly price (around £1.50 per month) and this could be the solution.

Experience of those who do switch email addresses shows that it is actually very straightforward, quick and simple and turns out to be far less fuss than people imagine beforehand. There are a number of email services, gmail for example, that are free, reliable, secure and fully featured.

For a definitive answer – ask your current ISP.

This site has some useful information on this topic.


Entertaintment (6)

Yes it can.

Internet provider TV services include the BBC iPlayer, ITVPlayer, 4OD, demand, five.tv, BT Vision, Virgin’s On Demand service, SkyGo, YouView, LoveFilm and NetFlix.

Please have a search on Google. New providers are appearing all the time and the list above was probably out of date by the time you finished reading it :)


Yes. These services will work extremely well with the Gigaclear solution.

In fact, if you are currently paying for the movies package with Sky, you could drop it and save yourself around £16 a month. LoveFilm instant is £5.99 a month and Netflix is also £5.99 a month, so by swapping to one of these services you could save over £10 a month.


Yes, very much so.

As the Gigaclear service is symmetric the data they send is as fast as the data they receive, so it’s a perfect solution for online gaming across all platforms (Wii, PS4, Xbox, PC, laptop etc).


The numbers of Internet based entertainment channels, both TV and Radio, is growing by the day.

Rather than try to list them all here, KAHSI suggest you have a look at somewhere like RadioandTelly.co.uk for some useful info.


We wish we knew the answer to this :(

Some older BT-Vision boxes are designed to only work if you’re paying BT for broadband service and line rental.

Some BT-Vision boxes will still play and record Freeview broadcast TV without a BT broadband but won’t stream Internet TV.

Some BT-Vision boxes will work quite happily without a BT broadband. For example, Currys are currently, September 2014, advertising BT-Vision boxes with no subscription and no tie-in to any particular ISP (See here for details).

To further complicate matters, some people have BT-Vision on contract with BT and when your BT Broadband contract expires you will be expected to return the box to them.

So it’s a bit complicated and we can only suggest that you contact BT and ask about your particular box and contract.

Sorry we couldn’t give you a simple answer. It’s almost as if BT were intentionally making things complicated to stop people moving to a different ISP :)


4K Ultra HD TVs (also known as UHD TV) delivers four times as much detail as 1080p Full HD, that’s eight million pixels compared to two million pixels. The difference is apparently stunning.

That sounds great until you realise that it’s not going to be broadcast but streamed over the internet and to stream at that quality you need around 15Mbps.

That’s double what the very best connections in the village currently receive, three times the average and seven times more than many.

In other words we can’t get 4K TV because our 1st generation broadband just isn’t up to it.


Property (3)

Landlords with tenanted properties generally pay for connection and installation only.

The availability of high speed and reliable broadband then makes it easier to rent the property to potentially higher value tenants. Tenants can then very easily take the service without being tied into a lengthy contract for broadband and telephone.

There is more information available on the Gigaclear website for both tenants and landlords


Well it’s certainly been widely reported by Estate Agents that slow or no broadband has resulted in house sales falling through.

Some Estate Agents have claimed that the broadband quality can make a 10-20% difference to the price of a house. That seems a little on the high side to us (Estate Agents exaggerating? surely not!) but it is a positive indication that broadband does have an effect.

A more credible source is the London School of Economics and Imperial College Business school who, in a long term study, say that high speed broadband does indeed put up to 8% on a properties value.

Isn’t this a rhetoric question though? Who’d want to move out of Kings Cliffe or Apethorpe :)


We put this question to Gigaclear and they replied:

A contract can be taken out by a new owner or tenant at any point, and if there is a straight handover from one to the next then the original customer is not held to his or her contract term, though obviously that is subject to the new owner or tenant taking a new service to replace the original one. The new owner will have to pay a £50 reconnection fee in addition to the service charge (assuming the original customer paid the £100 connection fee).

A customer that has signed up to a service as part of the 30 per cent pre-sales target is expected to honour the order. However, we do recognise that there are some life changing events that cannot be predicted - which include loss of job or moving house, so we do not enforce these orders as there's no point. Equally we hope that people will not place an order they already know they will not be able to honour due to an impending house move.

In short, we are as generous as anyone could expect of us with regard to change of circumstance.

Which sounds reasonable to us.


What questions have we missed?

Please Email the KAHSI team and let us know.