VoIP & Broadband Acceptable Use Policy & Fair Use Policy

Contents

1. General Principles
2. Prohibited Uses
3. Fair Use Rules
   • 3.1 Inbound Call Usage
   • 3.2 Unlimited Call Plans
   • 3.3 Broadband Usage
   • 3.4 Excessive or Abnormal Usage
4. Emergency Calls
5. Security and Fraud Prevention
6. Data Protection and Privacy
7. Network Integrity
8. Monitoring and Audit
9. Enforcement
10. Updates

1. General Principles

• Services are provided for lawful, reasonable, and responsible use. 
• You must not use them in a way that breaks the law, harms the network, or negatively impacts other users. 
• Usage must be consistent with normal business communications (depending on your plan). 

2. Prohibited Uses

You must not use our services to:

• Commit or encourage any unlawful activity. 
• Break the Communications Act 2003, the Computer Misuse Act 1990, the Privacy and Electronic Communications Regulations 2003, the UK GDPR / Data Protection Act 2018, or any other law, regulation or code supervised by Ofcom. 
• Send spam, unsolicited marketing, or nuisance calls/messages. 
• Harass, threaten, or abuse others. 
• Intercept, monitor, modify, or interfere with communications without consent. 
• Attempt unauthorised access to systems, networks, or data. 
• Misuse caller ID (e.g., spoofing, hiding identity unlawfully, or failing to present a valid CLI). 
• Artificially inflate traffic, bypass interconnect or termination charges, or otherwise avoid regulated tariffs. 
• Operate automated diallers, bulk calling, or other abnormal calling patterns that may overload the network. 
• Resell, share, or provide the service to third parties without written permission. 

3. Fair Use Rules

3.1 Inbound Call Usage

• Each account includes up to 10,000 inbound minutes per calendar month. 

• If this allowance is exceeded, you will be notified and additional inbound calls will be charged at:
  • Off-peak: £0.032049 per minute 
  • Peak: £0.020069 per minute 

3.2 Unlimited Call Plans

• Unlimited plans are intended for normal person-to-person calls. 
• They must not be used for continuous, automated, or commercial outbound activity such as call centres or marketing campaigns (unless you are on the correct plan). 

3.3 Broadband Usage

• Broadband use must be reasonable and not affect other users.
• You must not:
  • Run open mail relays, open proxies, or insecure servers.
  • Continuously stream, download, or use peer-to-peer applications in a way that causes congestion.
  • Attempt to bypass bandwidth management tools.

3.4 Excessive or Abnormal Usage

• We may restrict, suspend, or notify you about moving to an appropriate plan if use is excessive, unusual, or harms service quality for others. 

4. Emergency Calls

• Access to 999/112 emergency services is provided but may not work in all circumstances when relying on VoIP via an internet connection (e.g., during power cuts, broadband outages). 
• Before a VoIP or Broadband service is provisioned we will inform you of the risks and limitations that the service relies on power and internet connections, therefore a power cut or service failure could prevent or inhibit the use of accessing emergency services via VoIP and alternative method will be required. 
• Should it be identified that you rely solely on landline Services to contact the emergency services we will offer suitable backup arrangements such as a mobile device or battery backup up unit (BBU). Customers identified as vulnerable, free resilience solutions will be provided for those who need them to access emergency services. 
• You are responsible for ensuring all users of the Service are aware of these limitations and that suitable backup arrangements are in place. 

5. Security and Fraud Prevention

• You must secure your devices, systems, and passwords against misuse. 
• You must not run open SIP proxies or insecure gateways. 
• We may suspend your service if we detect fraud; you will remain liable for any charges. 

6. Data Protection and Privacy

• You must comply with the UK GDPR and Data Protection Act 2018 when handling personal data. 
• You must not record or monitor communications unless you have a lawful basis to do so. 
• Any misuse of personal data obtained through the services is prohibited. 

7. Network Integrity

• You must not damage, overload, or disrupt the network. 
• You must not interfere with peering arrangements, routing, or network management. 
• You must follow all reasonable technical instructions we provide to maintain service quality and security. 

8. Monitoring and Audit

• We may monitor traffic patterns for the purpose of enforcing this policy, maintaining network integrity, and complying with regulatory duties. 
• We may request supporting information if required to investigate misuse. 

9. Enforcement

• We may investigate any suspected breach of this policy. 
• We may block, suspend, or terminate your service if you break the rules, act illegally, or cause harm to others or the network. 
• We may recover any costs, charges, or fines that arise from your misuse of the service. 
• Where required, we may share information with law enforcement or regulators. 

10. Updates

We may update this policy from time to time to reflect legal, regulatory, or service changes. The latest version will always be published on our website.