Code of Practice Print

Beaming Ltd - Consumer Code of Practice


1. Purpose of this code
2. Who we are
3. How to contact us
4. Our products and services
5. How to apply for our products and service
6. Billing and Payment
7. Cancelling your service
8. Faults
9. Refund and Compensation Policy
10. Making a complaint
11. Customer Rights and Obligations
12. Social responsibility
13. Approval and review of this code
14. Useful contact details

1. The Purpose of this Code

The overall purpose of the Code is to provide consumers with a clear statement of the range of products, services, policies, specification and support activities that we offer. It is intended to provide sufficient information for you, the consumer, to understand the range of products and services available from us and how to contact us whether to obtain a new service, clarify our terms and conditions, obtain support from us, or indeed to make a complaint.

2. Who We are

Beaming Limited is primarily a provider of telephone and broadband connectivity services. A common term used by such companies is that of “Internet Service Provider” or ISP. We offer a UK nationwide service for telephony and broadband using BT Wholesale’s network. We can therefore only provide our customers a service if they use BT as their underlying network provider. (For example, we cannot provide a service to non-BT customers such as NTL, Telewest and Kingston Communications)

Beaming Ltd is headquartered in Hastings, East Sussex and strives to deliver the most reliable, best supported and cost effective broadband and telephony products in the UK.

3. How to Contact Us

Beaming offers a variety of means of contact, depending on your needs at any point in time. The principal methods are detailed below:

Telephone
Sales – 0808 202 1991
Support – 0800 027 2656

Fax
Sales – 0870 094 1484

Email
This e-mail address is being protected from spambots, you need JavaScript enabled to view it – Sales Enquiries
This e-mail address is being protected from spambots, you need JavaScript enabled to view it – Billing and Account Enquiries
This e-mail address is being protected from spambots, you need JavaScript enabled to view it – Technical Support & Fault Enquiries

In Writing
Should you wish or need to contact us formally in writing then please do so to our head office address:

Beaming Ltd
Innovation Centre
Highfield Drive
St Leonards on Sea
East Sussex TN38 9UH
http://www.beaming.biz

4. Our products and Services

Broadband Internet Access
We currently offer two consumer broadband internet access packages. These are known as Beaming 2Mb Plus and Beaming 8Mb Max, where the speed of the service depends on what the customer’s telephone line will support. With the exception of price and download speeds, our services offer the consumer the following inclusive features;

· Static IP Address

· Email Virus Checking

· 100Megabits of non-commercial web space hosting

· A POP3 email account

· Web based email interface

· Consumer Broadband contention ratio of only 5:1

· 50GByte monthly limit for the Beaming 2Mb Plus packages (Beaming 8Mb Max packages offer 10Gbytes of inclusive data, and £1 per Gbyte thereafter)

Broadband Internet access is provided over the BT Wholesale IPStream network and is available nationally within the UK subject to the limitations beyond our control such as BT Exchange enablement, line quality and distance from the telephone exchange.

Home Telephone
We currently offer three consumer telephone packages:

Beaming Standard – FREE connection and no monthly fee. Evening and Weekend UK Local and National calls are capped at just 5p for 60 minutes.

Beaming Offpeak – FREE connection with a monthly rental fee. Evening and Weekend UK Local and National calls are FREE for up to 60 minutes.

Beaming Anytime – FREE connection with a monthly rental fee. UK Local and National calls are FREE for up to 60 minutes, 24hours per day.

The service operates over your existing BT telephone line and number. Once your order has been accepted and provisioned, your calls are automatically routed over our network using a BT service called Carrier Pre-Selection (CPS). We will bill you monthly for your call charges whilst BT will continue to bill you for your line rental charges, unless you have also chosen to move your line rental to us.

If you move your line rental to us, the transfer is on a like-for-like basis which means that Beaming will also bill for any Calling Features present on your telephone line (e.g. Caller Display, Call Waiting, etc..)

Combined Broadband Internet and Home Telephone packages
We currently offer three consumer combined broadband internet and home telephone packages. These packages are available with Broadband download speeds of 2 Mbps or 8 Mbps (depending on what speed the customer’s telephone line will support) and offer the consumer a combined saving compared to taking the individual services.

Beaming Standard + (Plus) –2Mbps or 8Mbps broadband with the Beaming Standard telephone option.

Beaming Offpeak + (Plus) –2Mbps or 8 Mbps broadband with the Beaming Offpeak telephone option.

Beaming Anytime + (Plus) –2Mbps or 8Mbps broadband with the Beaming Anytime telephone option.

Whether you are an existing or a prospective customer, please visit our website for more information on our products and services and up to date pricing – http://www.beaming.biz

Pricing information
You can find details of our pricing information online at http://www.beaming.biz or by calling, faxing or emailing our sales team.

5. How to apply for our products and services

You can sign up to any of our packages online by visiting our website, http://www.beaming.biz .

By phone, please call our sales team on 0808 202 1991

By post, you can request a full information and ordering pack by sending a self addressed envelope to Beaming Ltd, Sales Team, Innovation Centre, Highfield Drive, St Leonards on Sea, East Sussex TN38 9UH

When will my Broadband service go live?
Upon successful acceptance of your order, we aim to provision your broadband service within 10 working days. During this time you will receive an Order Acknowledgement and a welcome pack by email, together with any hardware you have requested by Royal Mail Special Delivery.

When will my telephone service go live?
Upon successful acceptance of your order, we aim to provision your telephone service within 15 working days. During this time you will receive an Order Acknowledgement and a confirmation date of your service changeover. The changeover is completely transparent and you will not notice any difference in the quality of the service. The only difference will be that Beaming will be billing you each month for your telephone calls instead of your current telephone provider. If you have chosen to transfer your line rental to Beaming, your telephone calls will be transferred at the same time as your BT line rental and again the only difference will be that Beaming will also be billing you for your line rental and any associated calling features, instead of BT.

6. Billing and Payment

We will bill you monthly for our services and a fully itemised bill will be available on-line at least 10 working days before any amount is collected by Direct Debit from your bank or building society account. We will send you a confirmation email to your registered email address as soon as your monthly bill has been prepared and is viewable online.

Broadband – Your first bill will include any applicable connection or migration fees, any hardware that you have ordered, the pro-rata portion of any rental from the activation date to the end of the calendar month plus the subsequent monthly broadband rental in advance.

Telephone Packages – Your first bill will include the pro-rata portion of any package rental from the activation date to the end of the calendar month plus the subsequent monthly package rental in advance. If you have chosen to transfer your line rental to Beaming, your first bill will also include line rental and calling feature charges, pro-rata from the transfer date to the end of the calendar month plus the subsequent monthly package rental in advance.

We only accept payment by Direct Debit. Payment by direct debit is the safe and convenient way to automate your broadband and telephone payments. You will always be notified at least 10 working days in advance of your account being debited. In the event of any error, you are entitled to a full and immediate refund from your Bank or Building Society. You have the right to cancel a direct debit instruction at any time simply by writing to your Bank or Building Society, with a copy to us.

7. Cancelling your service

You are entitled to cancel your service at any time provided that;

Broadband – You are outside of your 3 month minimum contract term. You must provide us with one month’s notice, either by email to This e-mail address is being protected from spambots, you need JavaScript enabled to view it , or by writing to Beaming Ltd, Innovation Centre, Highfield Drive, St Leonards on Sea, East Sussex TN38 9UH

Telephone – There is no minimum contract term for your telephone call package. You do not need to inform us if you are wishing to move to another provider. However, if you have line rental with Beaming, there is a minimum one month contract term and you must provide us with one month’s notice, either by email to This e-mail address is being protected from spambots, you need JavaScript enabled to view it ,  or by writing to Beaming Ltd, Innovation Centre, Highfield Drive, St Leonards on Sea, East Sussex TN38 9UH

You are responsible for contacting your new provider and it is their responsibility to inform you when your service will be transferred to them. You will continue to be billed by us for any calls you make up until the changeover date and time or until your telephone service is terminated if you are ceasing your line. Failure to pay any outstanding telephone calls may result in immediate termination of your broadband service. If the telephone service is part of a combined broadband and telephone package, your broadband rental will revert to our normal standard monthly rental tariff.

8. Faults

Broadband – For general faults you should in the first instance email This e-mail address is being protected from spambots, you need JavaScript enabled to view it . If you are experiencing a total loss of service, you should telephone our support team on 0800 027 2656.

Telephone – For general faults you should contact support by emailing This e-mail address is being protected from spambots, you need JavaScript enabled to view it ,  or by telephoning 0800 027 2656. If your line rental is still with BT, and your phone line has no dial-tone and appears to be faulty, please contact BT faults on 151 or 0800 800 151. BT is responsible for providing and repairing your telephone line so long as the line rental is still paid to BT, whilst Beaming is responsible for the transporting of your telephone calls across our network. If however your line rental has transferred to Beaming, Beaming is also responsible for faults on your telephone line and should be contacted as above.

9. Refund and Compensation Policy

Beaming offers compensation to customers for broadband outages which are not resolved within 32 working hours, from the time that the fault is reported to Beaming by the customer. (Working hours are Monday to Friday 09:00 – 16:00 excluding public holidays.) The compensation offered is on a daily basis and up to a maximum of 20 business days (as per the working hours above). Please note that exceptions to this are events of force majeure, scheduled maintenance, provisioning issues, a fault due to any element other than the broadband connection, suspension of service due to the breaking of Beaming’s acceptable use policy (AUP), suspension of service due to security reasons or due to non-payment of the Beaming bill. Beaming has no obligation to compensate customers for financial loss, loss of data or corruption of data or for any impact caused by the loss of the broadband service. Please note that Beaming will not pay compensation when the cause of the loss of service is due to a fault on the customer’s BT telephone line.

If there is a fault with the router that Beaming has supplied, within a year of the provision to the customer, then Beaming will offer the customer a new router as a replacement.

Refunds are made when a customer has paid in advance for a Beaming service and due to cancellation, migration, upgrade or downgrade, money is owed by Beaming to the customer.

10. Making a complaint

We always aim to provide you with outstanding service, reliability and the best value for money. However, from time to time we recognise that issues may arise that need satisfactory resolution. We commit to resolving such issues in an efficient and timely manner. The following information advices you on how to contact us in the event that you have a complaint.

Stage 1 - How to contact us
If you are unhappy with any of our products, services or customer service teams, you may send your complaint to us in writing to:

Beaming Ltd
Customer Service Department
Innovation Centre
Highfield Drive
St Leonards on Sea
East Sussex TN38 9UH

You will receive a written acknowledgement from us within 10 working days upon receipt of your correspondence.

Stage 2 – How we handle your complaint
On receipt of your complaint, a complaints manager will be assigned to your case. The complaints manager will thoroughly investigate any raised issues and reply to you in writing with a proposed course of action.

Stage 3 – If you are not satisfied
If you are not satisfied with the proposed course of action, you should request that your complaint is referred to the Customer Service Director. You will receive a further written response from the Customer Service Director within 10 working days.

Stage 4 – If you are still unhappy
If you are still unsatisfied with the proposed plan of action, you may request that your complaint is escalated to our Managing Director. You will receive a further written response within 10 working days.

Stage 5 – Further action to resolve your dispute
The final stage of the complaints process enables you to contact Otelo, the Independent Ombudsman. Please be aware that Otelo can only help you if you have followed our complaints procedure and given us adequate opportunity to resolve any issues. If, after twelve weeks the complaint has not been resolved or Beaming issues a letter saying that the issue has reached deadlock, then the complaint may be referred to Otelo. Otelo’s contact details are contained within Section 14 of this document. Otelo is an independent approved dispute resolution service and is empowered to resolve customer disputes; we are committed to this process. Otelo is approved by the communications regulator Ofcom.

If you require further information on the role of Ofcom, please visit http://www.ofcom.org.uk .

11. Customer Rights and Obligations

Your rights and obligations when using our products and services are detailed in two documents, with the current versions available on our web site, http://www.beaming.biz . The documents are:

· General Terms and Conditions
· Acceptable Usage Policy (Applies to Broadband services)

 

12. Social Responsibility

Broadband Security
One of the key advantages of a broadband Internet connection is usually stated as being that it is “always on”. However, with this key advantage comes the associated issue that the computer could now be permanently accessible by people with either mischievous or malicious intent. We always emphasise to our customers the importance of ensuring that their computers are adequately protected from intrusion by using a software firewall as a minimum. We also encourage customers that wish to connect multiple computers to strongly consider the use of a hardware router/firewall. We can unfortunately accept no responsibility from any perceived or successful compromise of your computer or network.

Unsuitable content
In line with other Internet service providers, we are very aware that not all content on the Internet is either suitable for, or desired by, all users. Unfortunately, it would be neither practical nor cost effective for us to currently provide a ‘filtering’ service to our users to screen out any ‘unsuitable’ content. We do however constantly keep this under review, and may introduce such a service in the future, with customers being able to opt in or out as they deem appropriate.

Accessibility for Special Needs
Where our customers inform us of special needs regarding their ability to use our services on an on-going basis, we will use our reasonable endeavours to satisfy those needs. An example of this for our customers to consider would be the use of a larger font for formal communications such as invoices etc. For those wishing to subscribe to our services, if you wish to receive information regarding our services in a paper format, then please e-mail This e-mail address is being protected from spambots, you need JavaScript enabled to view it ,  or alternatively telephone for a Paper Pack by calling 0870 199 4444, option 1, leaving your name and address.

13. Approval and Review of this Code

We will publish revisions to this Code of Practice as and when we feel it will be necessary and/or beneficial. However, we also undertake to conduct a formal review of the Code once a year. Please note that this Code is approved by Ofcom.

If you have any specific comments on this Code of Practice, or would like us to consider specific amendments, corrections, or improvements in a future revision, then please contact us.

If you require a copy of the Code, then please e-mail This e-mail address is being protected from spambots, you need JavaScript enabled to view it ,  or write to
Beaming Ltd
Innovation Centre
Highfield Drive
St Leonards on Sea
East Sussex TN38 9UH

14. Useful contact details

To register your phone number to stop receiving unwanted marketing calls

Telephone Preference Service (TPS)

DMA House
70 Margaret Street
London
W1W 8SS

Tel 020 7291 3320
Fax 020 7323 4226
Email This e-mail address is being protected from spambots, you need JavaScript enabled to view it
Web http://www.tpsonline.org.uk

Office of the Telecommunications Ombudsman (Otelo)
PO Box 730
Warrington
WA4 6WU

Phone : 0845 050 1614
Fax: 0845 050 1615
Email : This e-mail address is being protected from spambots, you need JavaScript enabled to view it
Website : http://www.otelo.org.uk

Office of Communications (Ofcom)
Riverside House
2A Southwark Bridge Road
London SE1 9HA

Phone: 020 7981 3000
Fax: 020 7981 3333
E-mail: This e-mail address is being protected from spambots, you need JavaScript enabled to view it
Website: http://www.ofcom.org.uk/