Bink Broadband Limited (the “Company”) is registered in England and Wales under number 05495621, whose registered address is 44a Stepney Street, Llanelli, SA15 3TR. Our VAT number is 940 2673 33.
We are regulated in the UK by Ofcom, the UK communications regulator. We are also a member of the UK Wireless Internet Service Providers Association (“UKWISPA”) and Ombudsman Services (an independent alternative dispute resolution service)
Our main Telephone Number is 03307 888 777. Our telephone operating hours are published on https://binkbroadband.wales/contact_us Outside these hours, you can leave a voicemail message, and a member of the Team will call you back as soon as possible.
If you have a fault with your Broadband Service, you can email our Support Department at support@binkbroadband.wales and a member of the Team will respond to your ticket as soon as possible.
Bink Broadband may revise these Terms & Conditions from time to time. An up-to-date copy of these can be found on our website https://binkbroadband.wales/
| Bink, Bink Broadband, We, Us or Our | means Bink Broadband Limited, a company registered in England and Wales under number 05495621, whose registered address is 44a Stepney Street, Llanelli, SA15 3TR | |
| SoGEA | Means Single Order Generic Ethernet Access. This type of connection is a Data Only service. This service is provided by Openreach. | |
| FTTP | Means Fibre to The Premises. This type of connection is a Data Only service. | |
| Broadband Essential & Broadband Plus | Products delivered over the Openreach network to the end customer's premises by a combination of Fibre Optic and Copper Cables. This type of connection is a Data Only service. | |
| Fast Full Fibre, Super Fast Full Fibre & Gigabit Full Fibre | Products provided over Openreach’s Fibre to The Premises Network. This type of connection is a Data Only service. | |
| Bink Fibre 160, Bink Fibre 550 & Bink Fibre 1000 | Products provided over our own Full Fibre Network via Fibre to The Premises technology. This type of connection is a Data Only service. | |
| AirFibre 120, AirFibre 550 & AirFibre 1000 | Products provided over our own Full Fibre Network via Fibre to The Premises technology. This type of connection is a Data Only service. | |
| Openreach | Openreach Limited maintain and operate the UK’s Public Copper & Fibre Optic Networks. Most communication providers rely on Openreach to provide their service to their end users. | |
| VoIP Service | means Voice Over Internet Protocol which is the Next Generation of voice communications where telephone calls are routed over your Broadband services data connection and do not require a traditional analogue telephone line. | |
| Minimum Cancellation Notice Period | is 1 (one) calendar month to expire anytime on or after the Minimum Contract Period. | |
| Minimum Contract Period | 12 (twelve) calendar months from the day of activation, after which your service will be moved onto a 1 (one) calendar month rolling contract unless renewed or cancelled. Please refer to your Welcome Email, which will detail the Minimum Contract Term you have agreed to | |
| Agreement | means these Consumer Broadband Terms & Conditions. By placing an order for and using this service, you agree to and accept that you have read and understand these Consumer Broadband Terms and Conditions in full and the contract you are entering into. | |
| You, Your, Yourself or Customer | refers to a customer of Bink Broadband and an end user of Bink Broadband products and service(s). |
We will provide a Broadband Service(s) to your premises as specified by you at the time of your registration/order, subject to availability and local factors such as capacity and area availability. VoIP Service(s) can also be ordered at the time of ordering your Broadband Service(s).
Before Bink Broadband can accept your order for one of our Broadband Services, we must check that the service is available at your premises. To do this, we carry out extensive Internal and External checks with our network partners, such as Openreach. SoGEA Broadband Services are subject to availability on the Openreach network. FTTP services are subject to availability and are only available in certain parts of the United Kingdom where Openreach have installed new Fibre Optic Cables in your area.
Additional checks we also carry out before we accept your order are:
Your order with Bink Broadband may be rejected for one or more of the following:
Before Bink Broadband accepts your order and provides you with an installation, activation or migration date, we may give you some advice and information. This may include informing you of any necessary remedial work that must be completed before your new service is activated or installed. This may include but is not limited to the following:
On the day of activation/installation, you may be contacted by a Bink Broadband or Openreach engineer who will need to gain entry to your property to install your service. Bink Broadband does not accept any liability for loss of income incurred as a result of cancelled appointments or for appointments that our engineers do not attend.
Please ensure someone over 18 (eighteen) is present throughout the installation process on the day of installation. Bink Broadband has 3 (three) time slots available for installation: between 8 AM & 1 PM, 1 PM to 6 PM and an ALLDAY appointment between 8 AM-6 PM. We will notify you by email which time slot has been allocated by Bink Broadband, Openreach. Please note that extra charges may apply where work could not be completed; see Pricing and Charges below.
Broadband products sold by Bink Broadband are Data Only connections. No physical Telephone Line or Dial Tone service is provided on any package. Customers can request, and charges may be applicable depending on your package choice, to enable the VoIP (Telephone) Port on the back of the Bink Broadband Router.
A standard analogue phone connects to the VoIP Port, which then supplies a dial tone to the telephone handset. Emergency Services access is not accessible during a power cut; please make alternative arrangements for this eventuality.
The VoIP service is incompatible with any existing copper wiring in your home; it is intended to be used with standard Digital and Analogue Cordless or Corded phones; the VoIP device passes no voltage. Please contact us on 0330 135 9663 to discuss your requirements if you have any equipment you require to be connected which requires voltage checking or regulation, such as lifts and burglar alarms.
Customers must make Bink Broadband aware if anyone in the property is vulnerable and requires the use of our VoIP service in the event of a power cut or loss of broadband Service. Bink Broadband will take additional steps to ensure continuity of service in the event of a Power Cut or Broadband Service outage.
Bink Broadband has the ability to “Port” your existing Landline Telephone Number or a VoIP-hosted Telephone Number with another provider for a one-off charge of £20.00 (twenty pounds sterling). We call this service Number Porting, and it is subject to the approval from your existing provider consenting to this action. This fee is waived if you request a Number Port at the time of placing your order. There also may be a delay in your Number Porting if we do not have a national Porting Agreement with your losing provider; in this instance, we will use the BT IPEX Number Porting Service. Currently, there is no SLA (Service Level Agreement) on how long BT IPEX ports take, and it is on a best endeavours basis. For a Number Port to be accepted, your existing service must not be:
Please call us on 03307 888777 to discuss your requirements. Calls are charged at your operator's standard rates.
Bink Broadband cannot accept any liability for any costs, expenses, losses, damage or other liabilities (howsoever arising) which may be incurred as a result of the timing or delay in the activation/installation.
On the 23rd of May 2018, new rules enforced by the Advertising Standards Authority came into place. The rules state that all UK Internet Service Providers must display their Average UK Download Speeds for each product. Average Speeds are based on the Download Speeds of at least 50% (fifty percent) of customers at peak time (8 PM to 10 PM). Upload averages are currently excluded from the new rules but are displayed below for your reference.
The advertised Download & Upload Speeds for our Broadband Service products are as follows:
| Broadband Package | Average Peak Time Download Speed (Mbps) | Maximum Package Download Speed (Mbps) | Upload Speed (Mbps) |
|---|---|---|---|
| Broadband Essential* | 37 | 40 | 10 |
| Broadband Essential* | 75 | 80 | 20 |
| Fast Full Fibre | 100 | 150 | 30 |
| Super Fast Full Fibre | 425 | 500 | 73 |
| Gigabit Full Fibre | 700 | 900 | 110 |
| Bink Fibre 160 | 160 | 160 | 30 |
| Bink Fibre 550 | 550 | 550 | 500 |
| Bink Fibre 1000 | 1000 | 1000 | 1000 |
| AirFibre 120† | 120 | 150 | 30 |
| AirFibre 550† | 550 | 550 | 550 |
| AirFibre 900† | 900 | 900 | 900 |
*Broadband Essential & Broadband Plus - the Broadband speed you receive is affected by factors including but not limited to; Distance from the SoGEA street cabinet, environmental factors, and quality of the copper line to your premises.
†AirFibre - the Broadband speed you receive can be affected by factors including, but not limited to, distance from the mast/node and environmental factors, for example; weather conditions.
Routers are provided as part of the activation & installation; the router's ownership title remains with Bink Broadband. You are responsible for keeping the Loan Equipment in good condition and using it properly. You must always take proper care to prevent the damage, loss or theft of the equipment loaned by Bink Broadband. We also recommend that you insure all the equipment against theft and damage for the full replacement value.
You agree not to misuse, neglect or damage any equipment loaned to you by Bink Broadband. Bink Broadband routers and any associated equipment, including but not limited to Telephone Handsets and Powerline or Mesh WiFi Adapters/Repeaters, must be returned within 14 (fourteen) days of the date of contract termination with Bink Broadband. Returned routers MUST be in a reusable & workable condition. Only minor cosmetic damage will be acceptable. All cables and power supplies must also be returned in a reusable & workable condition.
Should the router not be returned if it is damaged, has missing parts and/or is not in a reusable condition, Bink Broadband reserves the right to charge you a one-off fee of £100.00 (one hundred pounds). You will also be charged for any additional equipment we have loaned to you at their full market value. If you have subscribed to our Unbreakable Broadband product and fail to return the All-In-One Fibre Broadband 4G Router, Bink Broadband reserves the right to charge you a one-off fee of £200.00 (two hundred pounds) for the replacement cost of this equipment.
If you have signed up for one of our AirFibre products, we reserve the right to remove any Wireless Transceivers and any associated equipment from the outside of your premises with or without your consent.
Bink Broadband actively monitors all Broadband connections for faults; we call this Connection Monitoring and will often contact customers before they know they have a fault with their Broadband Service(s). Our systems trend patterns with your Broadband Service; therefore, you must always keep your Broadband Router & ONT switched on and connected 24/7/365. Bink Broadband reserves the right to turn off our Connection Monitoring for customers who repeatedly turn off their devices.
You, the customer, are responsible for the use of the Internet and any web pages you visit. We offer an unrestricted Internet surfing experience of the World Wide Web and do not block any website, content or ports. You, the customer, is responsible for blocking any website you do not wish to visit. Bink Broadband does not offer any kind of content filtering and suggests that customers who wish to block content, such as Adult & Gambling sites, use OpenDNS Family Shield service or another DNS provider. Bink Broadband can change the DNS server settings on your router so any connected device’s DNS settings are automatically updated, or you, the customer, can do this on a per-device basis by changing your device's DNS servers manually.
Bink Broadband are committed to providing you with the best possible products and services, but in the unfortunate circumstance that you feel we fall short of this commitment, please contact our Customer Services Team in of the following ways:
You can view a copy of our full complaint’s procedure under ‘Complaints Code of Practice” on our website https://binkbroadband.wales/, or a copy can be requested by contacting our Customer Services Team as detailed above.
If Bink Broadband provides you with a VoIP service to use with your Broadband Service, you, the Customer, are contractually liable for the following charges associated with our VoIP product(s):
You must take all reasonable precautions to ensure that no one (including you) uses the service:
If you move home and no longer own or occupy the property you receive your Broadband and/or VoIP Service, you will need to terminate your contract with Bink Broadband in writing or by calling our Customer Service Team. When you terminate your contract with Bink Broadband, you may have an Early Termination Charge and/or a Cessation Fee to pay; please see the Duration and Termination section below for further information.
At the sole discretion of Bink Broadband, the Early Termination Charge and/or Cessation Fee may be waived provided that the existing contracted service is available at your new address, and you renew your contract for a further Minimum Contract Period at your new address. Please call us on 03307 888777 for more information and advice if you are considering moving home and to see what products and services are available at your new property.
All Broadband Packages are subject to a Fair Use Policy. All our customers always expect a certain level of service, and as such, Bink Broadband does not impose speed caps during busy times. However, if you use your Bink Broadband Service(s) inappropriately and, in doing so, your actions affect the service of other customers or internet users, Bink Broadband may suspend and/or terminate the offending account without notice. This is what we call our Fair Use Policy.
The Bink Broadband Fair Use Policy is defined as, but not limited to, the following list of inappropriate behaviour:
Contention ratios are where a single customer’s connection speed is shared between multiple users. Although Bink Broadband makes every effort not to contend its customer's Download and Upload speed (bandwidth), there may be times your connection does slow down. An example of this is when Microsoft releases a large software update for their operating system or when a Games Console manufacturer or game provider releases a large update and lots of devices try to update their software simultaneously. Think of it like a motorway; if you are the only car on the motorway, traffic flows freely; at peak times, when lots of cars are on the motorway, and traffic is heavy, you are slowed down; same for any Broadband Network.
As standard, all our Broadband customers are allocated a Static IPv4 address & a Dynamic IPv6 IP Address. An IP Address is like a home address; it identifies you on the Internet. Your IP Address cannot be changed at your request and will only be changed for technical reasons. Static IP Addresses cannot be transferred to another Internet Provider and are the sole property of Bink Broadband.
Currently, there is no Service Level Agreement (SLA) for our Broadband Service(s), and none are offered by Bink Broadband. If you require a Service Level Agreement for your Bink Broadband Service, please call us on 03307 888777 to discuss our product offerings in more detail.
The speed of the Broadband Service(s) you receive can be changed subject to availability at your premises. You can upgrade or regrade to the next available faster Broadband product during your Minimum Contract Term. The price of the new Broadband product will apply from the date your Service(s) is changed/regraded. A regrade charge may be payable. The cost of a regrade is £10.00 (ten pounds sterling).
As standard, we do not allow customers to use their own Broadband Routers & Gateway equipment on our Consumer Broadband services. We will not decline a customer’s reasonable request to use their own equipment, but we must explain the consequences of this to the customer first. Should you wish to use your own equipment, please call us on 03307 888 777 to discuss your requirement BEFORE placing your order or installing your own equipment.
Bink Broadband provides all the equipment required, which is pre-configured, so you can receive our Broadband Service(s). All equipment supplied by Bink Broadband is covered by our in-house Technical Support, which includes, but is not limited to, the Broadband Router and any associated Broadband equipment loaned to the customer to receive our Broadband Service(s).
Due to the nature of WiFi technology, Bink Broadband cannot guarantee a reliable WiFi signal in your home with the Broadband Router we supply. There are many reasons why you may experience a slow WiFi connection or drops in your WiFi connection. These include, but are not limited to, Radio Interference, the construction of your house/walls, and/or a nearby WiFi router causing interference. We always recommend that you hard wire any device you connect to your Broadband router for the most reliable Internet experience.
If you suspect a fault with your Broadband service or you are suffering from performance issues, you can report the fault by calling our Technical Support Team on 03307 888 777. Alternatively, if you still have Internet access or access by some other means, such as on a Mobile device connected to a cellular network, then you can log a support ticket by email to our Support Department at support@binkbroadband.wales.
If your Broadband Service has a Minimum Contract Period, as defined above, this starts from the activation day. You may end this agreement at any time before the Minimum Contract Period, but you will be required to pay an Early Termination Charge and/or Cessation Charges. Please contact us (see contact information above) to discuss your options.
As a Consumer, you may be able to cancel this agreement in accordance with the Distance Selling Regulations. This gives you the right to cancel this agreement in writing e.g. (through a letter sent by registered post or e-mail). Requests MUST be received within 14 (fourteen) days of the date of your order being placed. For cancellation requests received outside this time frame, the following cancellation charges shall apply:
Should you wish to change the date/time of your activation/installation, Bink Broadband reserves the right to charge a £25.00 (twenty-five pounds sterling) administration charge to cover internal costs.
If you instruct Bink Broadband to Cease your Broadband Service(s), a Cessation Fee of £10.00 (ten pounds sterling) will be charged to your account. Should you transfer (migrate) your Broadband Service(s) away from Bink Broadband, we also reserve the right to charge you a Fee of £10.00 (ten pounds sterling) will be charged to your account.
If Bink Broadband at any time deem that your property is not capable of supporting our Broadband Service(s), we reserve the right to terminate the Broadband Service(s) and/or VoIP service immediately without notice and issue a refund for any Broadband service not provided.
Bink Broadband reserves the right to move you onto a different product or wholesale provider at no additional cost to yourself if, in our reasonable opinion, it would mean that your service would perform better and be of equivalent price to your existing product. We will contact you by email should this change result in an interruption of service.
Without limiting its other rights or remedies, each party may terminate the Contract in respect of the Services with immediate effect by giving written notice to the other party if:
Our comprehensive Price Guide can be found on our website: https://binkbroadband.wales/price_guide
All prices, except where explicitly stated, are quoted inclusive of VAT at the prevailing rate at the date the charge applies. Broadband Products & Service pricing is viable on our website at the time of ordering. You will also receive an email with your Pre-Contract Documentation which will include your Contract Information & Contract Summary. Payment for service(s) is by monthly Direct Debit. If you pay your bill BACS/Faster Payment, Credit/Debit Card, we reserve the right to charge a £5.00 (five pounds sterling) payment processing charge. Bink Broadband reserves the right to refuse all other payment types.
Should you instigate a Direct Debit Indemnity claim via your bank or building society, a £30.00 (thirty pounds sterling) charge per returned Direct Debit will be payable in the event your claim is unjustified. We will contact you by email or Telephone to discuss the Direct Debit Indemnity further with you. If we are not able to make contact with you within 7 (seven) working days, we reserve the right to suspend your connection(s) without further notice. Should no contact be made with you within 14 (fourteen) days, our standard disconnection procedure will commence, and you will be liable for all Early Termination fees/Disconnection Fees and Cessation fees.
Should you fail to make your monthly bill payment on time, that is, on or before the due date, a Late Payment Charge of £12.00 (twelve pounds sterling) will be applied to your account. We also reserve the right to charge you an Administration fee of £25.00 (twenty-five pounds sterling) per email or letter we send you chasing payment.
If your service is suspended due to non-payment, a re-activation/re-connection charge of £25.00 (twenty-five pounds sterling) will be charged per product which has been suspended. The FULL account Overdue Balance MUST be fully paid by Credit/Debit card or by BACS/Faster Payment before the re-activation of your services is processed. Suspension fees cannot be added to your next monthly bill. You will still be liable for all Service(s) charges while your services are suspended.
Account suspension is an automated process, and suspension of Service(s) will occur between Midnight and 6AM the following day your Bill becomes overdue. You will be redirected to a payment page to make any outstanding payments due. You can also log in to your account online by visiting https://billing.binkbroadband.wales/ to make your outstanding payments.
Bink Broadband reserves the right to apply an “Aborted Visit Charge” of £144.00 (one hundred and forty-four pounds sterling) if a Bink Broadband or Openreach engineer is:
Bink Broadband will make a “Special Fault Investigation Charge” of £210.00 (two hundred and ten pounds sterling) in the event a Bink Broadband or Openreach engineer is called to repair a fault with your Broadband service if the work to repair the fault:
Each year, we reserve the right to adjust the price of our Broadband packages and services by no more than the Consumer Price Index (CPI) rate of inflation. We use the CPI published rate in January of each year. These price changes take effect from the 31st of March each year. Bink Broadband, at its discretion, may choose not to increase the price of its Broadband Packages and service by the rate of CPI, we may choose a lower amount of an increase or no rise at all. CPI price increases are published on our website at https://binkbroadband.wales/ and on your monthly bill on Page 1.
You must not share your username or password or Bink Broadband account details with anyone. Your passwords are your responsibility and must not be disclosed to any third party. This is also important for your own protection.
You, the customer, are responsible for purchasing and installing any Anti-Virus/Firewall software on any devices you connect to your router. Customers are reminded to adopt standard security products/settings when using the Internet. Bink Broadband is not liable for any loss as a consequence of, and not limited to, Fraud, Hacking or Man in the middle attack. Your WiFi Password should be treated like any other password and should not be shared with any individual which is not a member of your household.
In order to provide you with your Broadband and Telephone Service, we need to share your personal details with our suppliers, including but not limited to Openreach and BTWholesale. Our suppliers may write, call or text you directly about any changes to your order fulfilment, about the repair of your Broadband Service(s), or to confirm the time of their engineer’s arrival for appointments. Our suppliers and we will comply with the Data Protection Act regarding any data we hold about you.
Bink Broadband Directors, Officers, and Employees, directly or indirectly, WILL NOT offer, promise or pay any bribes or other improper payments for the purposes of promoting Bink Broadband products and services to any individual, corporation, government official or agency, or other entity. No gift, benefit or contribution in any way related to Bink Broadband or the sale of Bink Broadband products and services shall be made to political or public officials or candidates for public office or to political organisations, regardless of whether local laws permit such contributions.
Bink Broadband shall not be liable for any failure to perform due to causes beyond its control, including but not limited to fire, flood, earthquake, explosion, accident, acts of public enemy, terrorism, cable theft, world war, civil war, rebellion, insurrection, sabotage, epidemic, quarantine, labour disputes or shortages, transportation embargoes, carrier or third-party supplier failures and delays, inability to secure raw materials or machinery, acts of God or government and any such event of force majeure affecting Bink Broadband third-party suppliers, judicial action, failure in the Public Broadband Network, Distributed Denial of Service (DDOS) attack or catastrophic Core Network Failure.
If any provision or term of this Agreement shall be declared void, invalid, or illegal, the validity or legality of all other provisions of the Agreement shall not be affected thereby.
These Terms and Conditions are effective from July 2023.