Terms and Conditions

We are Cobalt Communication Solutions Limited of 2a North Street, Heavitree, Exeter, Devon, EX1 2RH, and can be contacted at [email protected] and 01392 662600.

What are we offering? This offer is to provide you with a telephone system that is routed over your broadband connection as a replacement for your current landline.  We also offer suitable telephones for use with this service and other facilities as set out in the descriptions for the Bronze, Silver and Gold packages.  You need to understand that any telephone, security or personal alarm or health monitor connected to your broadband will not work during a power or network outage and you will also not be able to make emergency calls. More details in the Terms and conditions

Price changes: Your price will not increase during the minimum period of 12 months.

What is a minimum period? When you take the service from us you will be committing to taking that service for 12 months. We call this a minimum period. If you want us to stop providing the services at the end of your minimum period, you will need to give us at least 30 days’ notice.  We won’t notify you when your minimum period is about to end, so please make sure you make a note of this date.

What happens after the minimum period? Once your minimum period ends, if you haven’t asked us to stop providing the services above, we will continue providing you with the same services on the then current standard monthly price for your services.

What if I cancel or move home? If you cancel during the minimum period, you will need to pay an early disconnection fee being the remaining charges for the minimum period. If you move house and take the service with you, there is no change to our agreement and it continues as before. You can find more details on the early cancellation fee and process by reading the full Terms and Conditions.

Payment: You must pay by Direct Debit. Payment may be required in advance. Your first bill includes the charge for the month you join (from the day you join), plus one month in advance. Calls may be monitored. Further terms and conditions apply.

Use of the Services: Our inclusive calls bundle of UK Landline and Mobile calls is subject to a fair usage policy of 500 minutes on Local and National calls and 500 minutes of Mobile calls per month.  We will charge (see our current tariff) for calls made above this limit, for calls made to overseas numbers and for calls made to premium rate numbers.

Cancellation: Unless you have waived this right, you can call or email us within 14 days of the later of equipment delivery or the date we send you a confirmation to cancel and we’ll refund your payments. You will also receive a full refund for all equipment returned in good condition with original packaging. Statutory rights not affected. See Terms and conditions.

Installation: Your handset (if included in your order) will arrive fully configured and it will be your responsibility to plug it into your internet router.  We cannot guarantee complete coverage of your home and you may need a booster if you need to cover a significant area. We are happy to offer an onsite installation or troubleshooting service for an additional fee.

Servicing/repairs: This is covered by the manufacturer. See Terms and conditions.

Transfer Fee: If you leave us and want to transfer your number, there’s a transfer fee of £25.

Remedies: If you have experienced a problem caused by our failure to exercise reasonable care and skill in providing our service to you, then legal remedies are available including the right to require a price reduction by an appropriate amount. For more information about when legal remedies are available to you visit https://www.citizensadvice.org.uk/