1. We will assign a phone number to you. If you wish to keep your existing number, notify us. We will try to accommodate this but cannot guarantee it. The number, if we provide and its rights belong to us or our provider; you cannot sell or transfer it.

2. We will share your contact details, including your phone number and address, with emergency services and, if needed, public communications and directory service providers.

You may opt out when placing your order or later. We are not liable for third-party compliance with your listing request.

3. Your phone number and line are for private, residential use only. Using them for business purposes, including working from home, voids our liability for any business losses.

4. Your package fees and call rates are on our Price Guide available on our website.

Updated rates will be posted on the website, taking precedence over marketing materials. We will notify you of changes through an updated Price Guide.

5. If your call usage exceeds normal domestic use, we may:

  1. Restrict, suspend, or terminate your services, and/or

  2. Charge standard rates for excessive calls as outlined in the latest Price Guide.

6. Security or personal alarms and health monitors should be compatible with our network.Please verify compatibility with your provider, as we accept no liability for any incompatibility.

7. Our services require a broadband connection. Your router must remain plugged in and switched on to make or receive calls.In case of a power or network outage, phone services, including emergency calls, will not work. Keep a charged mobile phone for emergencies.

8. During a power or network outage, any security alarm, health monitor, or other devices connected to your phone line will not work.

If a call is interrupted due to an outage, the call may continue for up to 10 seconds and will be billed accordingly.

Number Porting

1. When purchasing a VoIP line, you may choose to:

• Receive a new telephone number, or
• Transfer an existing number from your previous provider.

1.1 If you request a number porting (transfer), the process typically takes 10 days from the point of order.

1.2 Cooling-Off Period & Cancellations:

• You have a 14-day cooling-off period under consumer protection laws.
• If you cancel within 10 days of placing the order, the number port will be cancelled, and a full refund will be provided.
• If you cancel after 10 days but within 14 days, the number will have already been transferred to us. To return it to your previous provider, a £15 administration fee will apply.
• If you cancel after 14 days, our standard contract cancellation terms apply.

1.3 All fees associated with number porting are non-refundable once the port has been completed.

1.4 By requesting number porting, you acknowledge that if you cancel after 10 days but within 14 days, a £15 fee will apply to return your number to its previous provider.

Contract Duration

2. We will provide and charge you for services and equipment during the contract’s minimum term.

2.1 Statutory cancellation rights remain unaffected.

2.2 Contract duration details will be confirmed during your order, in the Contract Information and Summary Documents, and in your Order Confirmation.

2.3 Once the minimum term ends, your contract will convert to a rolling 30-day contract.

Cancellation and Suspension

3.1 You may cancel within 14 days of order acceptance. Tribe Fibre will refund payments within 14 days, excluding any installation costs already incurred.

3.2 Cancellations after 14 days require 30 days’ written notice, with early termination fees applying if within the minimum term.

3.3 If you cancel a VoIP service after your number has been ported, the number may not be recoverable if you do not request a return to your previous provider within the 14-day cooling-off period.

3.4 You may end the contract without penalty if we change services, charges, or terms that can be demonstrated as negatively affecting you.

For more information, please visit our website.