Onyx Fibre Limited trading as Onyx Fibre · Version June 2026
Version: June 2026
These Terms and Conditions apply to the provision of broadband, telephone, mobile services by Onyx Fibre Limited trading as Onyx Fibre.
Onyx Fibre Limited
PO Box 12927
Ingatestone
Essex
CM4 9YW
Website: www.onyxfibre.co.uk
Telephone: 0343 538 6611
These Terms and Conditions explain how we provide Services to you, how the Contract between us works, and your rights and responsibilities.
Please read these Terms carefully together with:
These documents together form the Contract between you and us.
Nothing in these Terms affects your statutory rights.
In these Terms:
"Business Customer" means a customer acting wholly or mainly for purposes relating to their trade, business, craft or profession.
"Commencement Date" means the date on which the relevant Service is activated or otherwise made available for use.
"Contract" means the agreement between you and us for the supply of Services.
"Consumer" means an individual acting wholly or mainly outside their trade, business, craft or profession.
"Credit Limit" means any spending or credit limit we apply to your account.
"Early Termination Charge" means a charge payable if you end a Service before the end of the Minimum Period.
"Equipment" means any Router, modem, TV box, ONT, SIM card or other equipment supplied by us.
"Minimum Period" means the minimum contractual term agreed with you before activation.
"Network" means any communications network used to provide the Services.
"Ofcom" means the Office of Communications.
“Openreach” means Openreach Limited, its successors, subcontractors or any network infrastructure provider responsible for the provision, maintenance, installation, repair or operation of the access network used to deliver the Services.
“PECR” means THE Privacy and Electronic Communications Regulations,
"Services" means broadband, telephone, mobile, TV or related communications services supplied by us.
"Tariff Plan" means the pricing structure and allowances applicable to your Services.
"we", "us" and "our" means Onyx Fibre Limited trading as Onyx Fibre.
"you" and "your" means the account holder named on the Contract.
Your Contract starts when:
Pre-contract information, including your Contract Summary and Contract Information, will be provided on a durable medium before you are bound by the Contract.
Where you are a Consumer and place your order at a distance or off-premises, a 14-day cooling-off period will normally apply in accordance with applicable law.
The cooling-off period begins on the day after your order is placed.
You may cancel your order during the cooling-off period without paying an Early Termination Charge, subject to any charges permitted by law for Services already provided at your request.
For operational and network provisioning reasons, orders may reach a stage shortly before activation where cancellation, amendment or stopping the transfer is no longer reasonably practicable. This is referred to as the “Point of No Return”.
The Point of No Return will normally be 4:00pm on the working day before the agreed go-live or activation date, although this may vary depending on the network operator or wholesale provider.
The Point of No Return does not remove or restrict any statutory cancellation rights you may have under applicable consumer protection law. However, after this stage it may no longer be technically or operationally possible to stop the activation, transfer or provisioning of the Service before the agreed go-live date. In such circumstances, the Service may still activate and any cancellation will then be processed in accordance with the applicable statutory and contractual cancellation provisions.
If cancellation is requested after the Point of No Return:
Any Early Termination Charge will be calculated in accordance with the Early Termination provisions set out in this Contract and will not exceed the charges properly due for the remaining Minimum Period after appropriate deductions and adjustments required by law.
Nothing in this section limits your statutory cancellation rights under the Consumer Contracts Regulations 2013.
We provide broadband, voice, mobile and TV services using our own systems and third-party wholesale networks.
Service availability, speeds and functionality may vary depending on:
We will use reasonable care and skill in providing the Services.
We cannot guarantee uninterrupted or fault-free Services.
WiFi performance within your property is not a guaranteed feature of the Service and may vary significantly depending on:
While we will provide reasonable support and guidance regarding WiFi performance, we cannot guarantee complete wireless coverage throughout your property.
Where dead spots or weak WiFi coverage exist within your property, we may offer additional equipment, including MESH WiFi devices, boosters or alternative networking solutions at an additional cost where applicable. Such solutions are intended to improve wireless coverage but may still be affected by environmental and property-specific limitations.
Estimated speeds, minimum guaranteed speeds and performance information will be provided before you enter into the Contract where required.
Actual speeds may vary due to:
Where a Minimum Guaranteed Access Line Speed applies, your rights will be explained in your Contract Information.
Broadband speeds experienced on wireless (WiFi) devices may differ significantly from the speed delivered to the Router due to factors including:
Wireless performance is affected by environmental conditions and therefore cannot be guaranteed.
The most accurate and reliable speed test is one carried out:
Other devices or applications using the connection at the same time may reduce the bandwidth available to the device performing the speed test and may affect the results obtained.
Installation and activation dates are estimates only.
We are not responsible for delays caused by:
You must provide reasonable access to your premises where required.
Additional charges may apply where:
Excess Construction Charges may apply where the network operator determines that additional work is required to deliver the Service to your property. This may include, without limitation:
Where Excess Construction Charges apply, we will notify you before proceeding wherever reasonably practicable.
Delays to installation or activation may also occur where additional engineering, network upgrades, permissions, wayleave agreements or other works are required in order to supply the Service.
Equipment supplied by us may be:
We will tell you which applies before you enter into the Contract.
You must:
All Equipment which is loaned, rented or included as part of the Service remains our property unless we expressly state otherwise.
You are responsible for taking reasonable care of Equipment while it is in your possession.
You must not:
Equipment must be used in accordance with any reasonable instructions provided by us or the manufacturer.
Any Equipment supplied for use during the Contract should be kept in reasonable condition, allowing for fair wear and tear resulting from normal use.
Nothing in these Terms limits your statutory rights.
Where you choose to use your own router, modem or networking equipment instead of equipment supplied by us, you are responsible for:
We may provide basic connection settings or technical information required to connect compatible third-party equipment to the Services. However, unless expressly agreed otherwise:
Where faults are caused by or cannot be properly diagnosed due to third-party equipment, support may be limited and engineer or fault investigation charges may apply.
Where Equipment must be returned:
Equipment should be returned to:
Onyx Fibre Returns
PO Box 12927
Ingatestone
Essex
CM4 9YW
As this is a PO Box address, returns can normally only be delivered by Royal Mail or Parcel Force. Other courier providers may be unable to deliver to this address.
You are responsible for the cost of returning Equipment unless the Equipment is faulty or we agree otherwise.
We recommend that Equipment is returned using Royal Mail or another recognised postal service with tracking or delivery confirmation to ensure that the package can be monitored and proof of return can be retained. The item needs to be packaged safely.
You should keep proof of postage and tracking details until the return has been confirmed as received by us.
Returned Equipment may show reasonable wear and tear resulting from normal use.
If Equipment is:
we may charge a reasonable amount to cover the cost of repairing or replacing the Equipment or any missing components.
This may include charges relating to:
Where Equipment is returned after a non-return charge has been applied, we may review the return and, where appropriate, reduce or refund the charge subject to the condition and completeness of the returned Equipment.
Current non-return charges are set out in our Price Guide.
You do not own any telephone number provided by us.
We may change your number where reasonably necessary, including where required by Ofcom or another authority.
We will give reasonable notice where practicable.
We will try to port your existing number where reasonably possible but cannot guarantee successful transfer.
Telephone numbers which have already been ceased or disconnected for more than 30 days may no longer be capable of being ported or recovered due to industry and network operator rules.
Where a number has been ceased for an extended period, the number may have been quarantined, reallocated or returned to the network operator and we may therefore be unable to recover or transfer it.
You are responsible for ensuring that any request to transfer or retain a telephone number is made before the relevant service is fully ceased wherever reasonably possible.
Access to emergency services using 999 and 112 is dependent on network availability and power.
Where your voice service relies on broadband or mains electricity, emergency calling may not work during:
Calls to emergency services may not work during a power cut if your service relies on mains electricity or broadband. You should ensure you have an alternative means of contacting emergency services.
You must provide accurate and up-to-date address and contact information so that, where applicable, this can be used for emergency services location information.
Charges for Services are set out in:
You agree to pay:
Bills are normally issued monthly.
Subscription charges are usually billed in advance.
Usage charges are usually billed in arrears.
Your first invoice may be higher than your normal monthly charge because it may include:
The amount of your first invoice will depend on the date your Service goes live and the timing of our billing period.
Bills must be paid by the due date shown on the invoice. Direct Debits are taken on the first working day of the month following the invoice.
We may apply reasonable charges relating to:
Additional charges may also apply where you choose to pay using a payment method which attracts higher processing or administration costs.
Any applicable charges will be set out in our Price Guide or otherwise notified to you before they are applied.
Failure to make payment when due may result in:
We may charge reasonable late payment or administration fees where payment fails.
You agree to pay any charges set out in the Contract, Tariff Plan or applicable Price Guide, including any applicable cease, disconnection, administration or Early Termination Charges.
We may require payment by Direct Debit.
Charges may differ depending on payment method.
If a Direct Debit fails, is cancelled, or is returned unpaid:
You are responsible for ensuring that sufficient funds are available and that your payment details remain accurate and up to date.
Direct Debit payments can take up to three (3) working days to fully process through the banking system.
During this processing period, your account or online portal may temporarily display a reduced or zero balance while the payment is pending. However, the payment may still subsequently be returned unpaid, reversed or rejected by your bank.
You remain responsible for all outstanding amounts on your account until cleared funds have been successfully received by us.
If you cancel or withdraw your Direct Debit instruction without first agreeing an alternative payment arrangement with us, this may be treated as notice that you no longer wish to continue receiving the Services. In such circumstances, we may suspend or cease the Services, apply any outstanding charges and, where you remain within a Minimum Period, apply any applicable Early Termination Charges in accordance with these Terms.
Cancelling a Direct Debit instruction does not by itself end your Contract or remove your responsibility to pay for Services supplied under the Contract.
Continuous Payment Authority may apply where you pay by card.
We may apply Credit Limits or spend controls to your account.
These do not guarantee that charges cannot exceed the limit.
You remain responsible for all charges incurred.
We may suspend or restrict Services where limits are exceeded.
If you require a higher Credit Limit or spend limit, you may contact Customer Services to request a review.
Any increase to a Credit Limit or spend limit is entirely at our discretion and will depend on factors including, without limitation:
Credit Limits and spend controls are designed to help protect customers from unexpected or excessive charges (“bill shock”) and to assist us in managing fraud and financial risk.
We reserve the right to refuse, reduce, increase or remove a Credit Limit or spend limit at any time acting reasonably.
Where your Contract or Tariff Plan states that your monthly charges will increase annually by reference to CPI, CPI plus an additional percentage, or a fixed annual amount, you acknowledge and agree that:
Annual price increases will normally take effect each year in April unless otherwise stated in your Contract Information or Tariff Plan.
We may also increase charges where:
Where a change is not exclusively to your benefit and is not a price change mechanism already agreed as part of your Contract, we will give at least one month's notice on a durable medium.
Where required by law or regulation, you may have the right to leave without Early Termination Charges for changes which are materially detrimental to you and which were not clearly agreed as part of the Contract when entered into.
Your Minimum Period will be confirmed before you enter the Contract.
Minimum Periods are normally:
After the end of the Minimum Period, your Contract will continue on a rolling monthly basis unless ended by either party in accordance with these Terms.
Where required by applicable law or regulation, we will provide an end-of-contract notification before the end of your Minimum Period. This notification may include:
End-of-contract notifications may be provided by email, SMS, letter, account notification or other durable medium.
It remains your responsibility to review any end-of-contract notifications and contact us if you wish to renew, upgrade or end the Services.
Once the Minimum Period has ended:
• your Services may move to our standard out-of-contract pricing applicable at that time;
• any promotional or discounted pricing may end;
• the Contract will continue as a 30 day rolling contract; and
• either party may end the Contract by giving at least 30 days’ notice in accordance with these Terms.
Current out-of-contract pricing is set out in our Price Guide or otherwise made available on our Website.
You may end a Service by giving at least 30 days' notice unless otherwise agreed.
Notice may be given:
Where you transfer your Service to another provider using an approved switching process, your notice to terminate may be handled automatically through the relevant industry process.
You remain responsible for all charges due up to the end date.
Where applicable, you must also:
Ending a payment method, including cancellation of a Direct Debit instruction, does not by itself end the Contract unless we expressly confirm otherwise.
If you end a Service during the Minimum Period, an Early Termination Charge may apply.
The charge will not exceed the remaining subscription charges due for the Minimum Period.
The Early Termination Charge is calculated by:
This calculation is intended to ensure that the Early Termination Charge is fair, proportionate and reflective of the remaining value of the Contract.
We will explain the applicable Early Termination Charge before cancellation completes.
Additional charges relating to disconnection, cease orders, equipment non-return, administrative processing or network operator charges may also apply where applicable. Details of such charges are set out in our Price Guide.
Consumers ordering at a distance or off-premises normally have 14 days to cancel in accordance with the Consumer Contracts Regulations 2013.
The cooling-off period starts on the day after the Contract is entered into.
For operational and network provisioning reasons, an order may reach a stage where it is no longer technically or operationally possible to stop activation, transfer or provisioning before the agreed go-live date. This is referred to as the “Point of No Return”.
The Point of No Return will normally be 4:00pm on the working day before the agreed service go-live or activation date, although this may vary depending on the relevant network operator or wholesale provider.
If you exercise your statutory cancellation rights after Services have started, you may be required to pay for Services supplied up to the date of cancellation where permitted by law. Where cancellation occurs outside any applicable statutory cancellation rights, Early Termination Charges may apply in accordance with these Terms.
After the Point of No Return:
If you expressly request that we begin supplying the Services during the cooling-off period, you acknowledge and agree that:
Where required by law, we will obtain your express request and acknowledgement before starting the Service during the cooling-off period.
If Equipment has been supplied, it must normally be returned within 14 days of cancellation in reasonable condition, allowing for inspection and handling consistent with normal use.
Refunds will be made within applicable legal timescales.
Nothing in this section limits your statutory rights under applicable consumer protection legislation.
You must report faults promptly.
We may ask you to complete reasonable diagnostic checks.
Engineer charges may apply where:
Where a total loss of Service occurs due to a fault on our network or systems, we may apply a service credit for each full day the affected Service remains unavailable after the fault has been reported to us and we have been made aware of the issue, subject to:
Compensation or service credits will normally only be considered from the point at which the fault is reported to us and recorded on our systems.
Compensation may be payable in accordance with:
Details of our Compensation Policy and any applicable compensation rates are available in our Compensation Policy and/or Price Guide.
Nothing in this section limits any statutory rights you may have under applicable law.
Onyx Fibre is not currently a participant in Ofcom’s voluntary Automatic Compensation Scheme.
Any compensation offered by us will therefore be assessed and applied in accordance with our own policies, procedures and the individual circumstances of the fault or service issue.
We may offer optional Assurance Services including Router Assurance, Landline Assurance and Fibre Assurance.
Assurance Services are optional monthly support products designed to reduce or remove certain repair, replacement or engineer callout charges subject to these Terms.
Assurance Services are provided free of charge for the first two (2) months from activation unless otherwise stated and will thereafter continue at the applicable monthly charge unless cancelled in accordance with these Terms.
Current Assurance Service charges are:
Router Assurance
Router Assurance is intended to cover the replacement of eligible Onyx Fibre supplied routers where the router develops a fault during normal use.
Where Router Assurance is active:
Router Assurance does not cover:
Landline Assurance
Landline Assurance is intended to reduce or remove eligible engineer callout or fault investigation charges relating to faults on the access line where:
Where Landline Assurance applies:
Landline Assurance does not cover:
Fibre Assurance
Fibre Assurance provides enhanced fault and engineer charge protection for eligible fibre broadband Services.
Where Fibre Assurance is active:
Fibre Assurance does not cover:
General Assurance Conditions
Assurance Services:
Assurance Services may be cancelled at any time. Where you cancel after receiving a replacement router, engineer attendance or other covered benefit, we may charge the applicable cost that would have been payable without the Assurance Service, or require the Assurance Service to remain active for any minimum period clearly notified to you before the benefit was provided.
Full details of applicable charges, exclusions and eligibility requirements are available in our Price Guide.
We may suspend or restrict Services where:
We are not required to provide advance notice before suspending or restricting Services where suspension relates to:
We may suspend or restrict the Services where a Direct Debit instruction is cancelled, withdrawn or otherwise fails without prior agreement of an alternative payment arrangement with us.
Recurring subscription charges may continue during suspension because the Contract and network resources allocated to your Service remain active.
Once the account has been brought fully up to date and any outstanding issues have been resolved, we will endeavour to reconnect or restore the Services as soon as reasonably practicable.
Reconnection or restoration of Services may:
Suspension may remain in place until payment arrangements have been resolved and any outstanding balances have been paid.
Consumer Services are intended for normal personal, domestic and private use.
You must not use the Services:
Consumer Services must not be used for commercial redistribution, resale, wholesale services or other non-standard commercial activity unless expressly permitted by the applicable Tariff Plan or agreed by us in writing.
We may investigate suspected unlawful, fraudulent or infringing activity and may suspend, restrict or terminate the Services where reasonably necessary to:
Business Services are intended for reasonable business and commercial use associated with the agreed Service and Tariff Plan.
Business Customers must not:
We may apply reasonable traffic management measures, usage controls, restrictions, suspensions or additional charges where reasonably necessary to:
Our Fair Usage Policy forms part of the Contract.
We process personal information in accordance with:
We will only process personal information where we have a lawful basis to do so.
We may process personal information for purposes including:
We may share information where reasonably necessary with:
Where permitted by applicable law, we may contact you by email, SMS, telephone, post or other electronic communications regarding:
Where your consent is required for marketing communications, we will request this during the sales, registration or account management process.
You may withdraw consent or update your marketing preferences at any time by:
Service-related communications regarding your account, billing, security, contractual matters, regulatory notices or operational updates are not marketing communications and may still be sent where necessary for the performance of the Contract, compliance with legal obligations or the protection of our legitimate business interests.
Further information regarding how we collect, use, retain and protect personal information is set out in our Privacy Policy.
The following policies form part of the Contract and are available on request or via our Website:
Broadband Services are supplied over third-party wholesale and access networks, including Openreach and other network operators.
Broadband performance may vary due to:
Estimated speeds and any applicable Minimum Guaranteed Access Line Speeds (MGALS) will be provided before the Contract is entered into where required.
Broadband Services may be subject to traffic management, fair usage controls or technical limitations where reasonably necessary to:
You acknowledge that Wi-Fi speeds are different from line sync speeds and that speeds experienced on wireless devices may vary significantly.
Voice services may depend upon broadband connectivity and mains power.
During:
voice services, including emergency calls, may not function.
You should ensure you have access to an alternative means of communication where required.
We reserve the right to apply reasonable controls or restrictions to premium rate calls, international calls, non-geographic numbers and high-risk call destinations.
Mobile coverage depends upon network availability and geographic conditions.
Indoor coverage, data speeds and service quality may vary.
Roaming charges, premium services and out-of-bundle usage may incur additional charges.
We may apply spend controls and roaming restrictions where reasonably necessary.
Mobile Services supplied by us require a compatible and unlocked mobile device unless otherwise stated.
You are responsible for ensuring that your mobile phone, smartphone, tablet or other device is compatible with:
Not all devices support eSIM functionality and some devices may require software updates, manufacturer approval or network settings in order to operate correctly.
We are not responsible for limitations, restrictions or incompatibility caused by customer devices, manufacturer restrictions, software limitations or unsupported hardware.
TV services may rely on:
Content availability may change without notice where controlled by third parties.
Some services may require separate registration and acceptance of third-party terms.
Our Services are intended for reasonable personal or business use depending upon the Tariff Plan selected.
We may apply reasonable usage policies and controls where usage:
Examples may include:
We reserve the right to:
Our Fair Usage Policy forms part of the Contract.
Inclusive call allowances apply only to the destinations, durations and usage limits specified within your Tariff Plan, Contract Summary, Contract Information or Price Guide.
Where a Tariff Plan includes “Anytime Calls”, this refers only to calls made to standard UK geographic numbers beginning with 01 and 02 and selected UK 03 numbers as determined by our Price Guide.
Unless otherwise expressly stated:
Inclusive call allowances are intended for normal residential or business use associated with the applicable Tariff Plan and must not be used for:
We reserve the right to apply reasonable restrictions, suspend inclusive allowances, move you to an alternative Tariff Plan or apply additional charges where usage appears excessive, abnormal or inconsistent with normal usage patterns.
Call charges are based on our billing records and the applicable tariffs in force at the time the call begins.
Calls may be rounded in accordance with our Price Guide.
We may process late-arriving call records in a later billing period where records are received after the relevant invoice has been produced.
If you move premises, you should provide at least 30 days' notice where possible.
We will assess whether equivalent Services are available at your new address.
Different:
may apply at the new address.
Where you request a move of address, the new address may be treated as a new Service order and a new Contract.
The Services, pricing, promotions, technologies and availability at the new address may differ from those available at your original address.
A move of address may:
We may charge a reasonable administration or move of address fee for processing a move of address request. Please refer to the price guide for the fees.
If you decide not to move or transfer the Services to a new address, the existing Service may be treated as a cancellation request and:
Where equivalent Services are unavailable, we will explain available options and any applicable Early Termination Charges.
You are responsible for maintaining the security of:
You must notify us immediately if:
We may take reasonable steps to:
We may record and monitor communications for:
We are committed to resolving complaints fairly, transparently and promptly.
Onyx Fibre Contact Details
Telephone:
0343 538 6611
Email:
[customer.service@onyxfibre.co.uk](mailto:customer.service@onyxfibre.co.uk)
Post:
Onyx Fibre
PO Box 12927
Ingatestone
Essex
CM4 9YW
Live Chat:
We recommend that complaints are made in writing wherever reasonably possible in order to create a clear audit trail and assist both parties in resolving the complaint efficiently.
Where possible, complaints should include:
We aim to resolve complaints within 10 working days where reasonably possible.
Where a complaint requires further investigation, we will keep you informed of progress.
If you remain dissatisfied, you may request escalation to a senior team member.
If a complaint remains unresolved:
You may refer your complaint to CISAS:
CISAS Contact Details
CISAS (CEDR)
Website:
https://www.cedr-assist.com/consumer/cisas/make-a-complaint/
CISAS is operated by CEDR and is free of charge for eligible customers.
Our Complaints Code is available on our Website.
We recognise that some customers may require additional support due to age, disability, physical or mental health conditions, learning difficulties, financial hardship, bereavement or other personal circumstances.
Where we are made aware, or reasonably believe, that a customer may be vulnerable, we will take reasonable and proportionate steps to provide appropriate support and assistance in accordance with applicable laws, regulations and Ofcom requirements.
Depending on the circumstances, this may include:
We may record information relating to customer vulnerabilities where reasonably necessary in order to:
Any such information will be processed in accordance with applicable data protection laws and our Privacy Policy.
Customers are encouraged to inform us if they believe they may require additional support or assistance.
Our Vulnerability Policy is available on our Website or on request.
Where Services are supplied for business use:
Business customers acknowledge that telecommunications services cannot be guaranteed to be uninterrupted or fault free.
Business customers should ensure appropriate:
Unless expressly agreed otherwise, the Services are not intended for mission-critical or life-critical systems.
Nothing in these Terms excludes liability where unlawful.
Nothing limits:
We are responsible for foreseeable losses caused by our failure to use reasonable care and skill.
We are not liable for:
For Business Customers, our total aggregate liability arising out of or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall be limited to the greater of £100 or the total charges payable by the Business Customer in the previous 12 months.
We are not responsible for delays or failures caused by events outside our reasonable control.
We may change these Terms, Services or Charges where reasonably necessary for:
Where changes are not exclusively beneficial to you, we will provide notice on a durable medium.
Updates to these Terms, Charges, Services or related policies may be communicated to you:
You are responsible for ensuring that your contact details, including your email address, remain accurate and up to date.
Where required by law or regulation, we will explain any right you may have to leave without penalty.
The Contract represents the entire agreement between you and us.
Nothing in this section excludes or restricts any statutory rights, any pre-contract information required by law, or liability for fraud or fraudulent misrepresentation.
If any part of the Contract is found unenforceable, the remaining provisions will continue in force.
The Contract is governed by:
Onyx Fibre Limited
PO Box 12927
Ingatestone
Essex
CM4 9YW
Telephone: 0343 538 6611
Website: www.onyxfibre.co.uk
Email: [customer.service@onyxfibre.co.uk](mailto:customer.service@onyxfibre.co.uk)
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