Code of Practice for our discontinued Entanet-based ADSL and ADSL2+ services

http://www.enta.net/Policies/Code_Of_Practice/

Code of Practice for our ADSL and LLU services

As a Internet Service Provider we are required by Ofcom to publish a Code of Practice (COP) outlining the key information concerning the services we provide along with our customer service and support contact details and complaint resolution information.

This Code of Practice is in addition to our standard Terms and Conditions available at http://adsl24.co.uk/terms/.

About ADSL24 Internet Ltd

ADSL24 Internet Ltd is part of the 24 Media Group Ltd.

ADSL24 Internet Ltd is a company registered in England and Wales, whose Registered Company Number is 6272441 and Registered Office is 24 Media House, Gatehead Business Park, Delph New Road, Oldham, OL3 5DE

For more details please visit our About Us page at http://adsl24.co.uk/about/.

Our Contact Details

You can contact us by telephone, e-mail, post or fax on the following details.

General Sales, Customer Service and E-mail/Webspace enquiries:

Telephone: 01457 6000 24
E-mail: https://adsl24.co.uk/contact/form/
Fax: 01457 6000 26
Address: ADSL24 Internet Ltd, 24 Media House, Gatehead Business Park, Delph New Road, Oldham, OL3 5DE

Support:

Telephone: 01457 6000 25
E-mail: https://adsl24.co.uk/contact/form/
Fax: 01457 6000 26
Address: ADSL24 Internet Ltd, 24 Media House, Gatehead Business Park, Delph New Road, Oldham, OL3 5DE

Services

Internet solutions - ADSL, LLU and Dial-up Internet access
Hardware - ADSL modems, Routers and Accessories
Telephony - PSTN lines, Calls and Voice over IP

Ordering

You can order our products and services online via our website at (http://adsl24.co.uk) or via contacting our sales team by telephone.

Pricing

We always aim to ensure that all our prices clearly state which charges are included or excluded, and make all reasonable endeavours to ensure this pricing information is accurate and up-to-date for the current services we offer. To view the most up-to-date pricing information you can visit our website at http://adsl24.co.uk. All our services shall be billed monthly by debit/credit card or Direct Debit where available.

Refunds & Compensation Policy

Refunds and compensation will be considered individually depending upon the service you have with us along with the circumstances involved that have created such a request.

Terms & Conditions

Our terms and conditions, together with information contained on our product pages where applicable will contain our pricing and contract details. Our terms and conditions including details of our minimum contract period and cancellation procedures can be found at http://adsl24.co.uk/terms/.

Complaints Resolution

We always aim to offering a high level of service to all our customers, however we understand that sometimes things may go wrong and we will do our best to correct this.

In the first instance please contact our customer services team on 01457 6000 24 to discuss the complaint. Very often, such complaints can be resolved immediately where a simple misunderstanding may have occurred and we will do our best to advise.

If you are not satisfied with the response or reply, then we request that you raise a formal complaint by writing to us at: Customer Services Manager, ADSL24 Internet Ltd, 24 Media House, Gatehead Business Park, Delph New Road, Oldham, OL3 5DE

When writing to us, please include your customer details, telephone number, contact e-mail address and a full description of the nature of your complaint.

We will always investigate and respond to all complaints received in a professional and timely manor.

Alternative Dispute Resolution



If your complaint has not been resolved in a satisfactory manner, then, after a period of 12 weeks from your written complaint being received, you may refer your complaint to the Communications and Internet Services Adjudication Scheme (CISAS) of which we are a member.

You can write to CISAS at CISAS, 24 Angel Gate, City Road, London EC1V 2PT, telephone them on 020 7520 3814, e-mail them at info@cisas.org.uk or visit their website at: www.cisas.org.uk for more information.

How to obtain this Code of Practice

This Code of Practice is published on our website at http://adsl24.co.uk and additional copies are available free of charge to any domestic and small business customer. If you require a large print copy we will arrange this for you.