These Terms and Conditions supersede any and all previous ones and the Customer’s continued use of the service constitutes the Customer’s agreement to be bound by these Terms and Conditions and no others. These Terms and Conditions must be read in conjunction with the Customer Agreement and Acceptable Use Policy which may be subject to change from time to time. Any additional terms specified in the Customer Agreement override any conflicting term within this document.

a. ‘Skyline Networks’ refers to Skyline Networks & Consultancy Ltd, Unit 12 Spring Rise, Falconer Road, Haverhill, Suffolk. CB9 7XU

b. ‘Customer’ refers to the company or individual who has completed and signed the Customer Agreement with Skyline Networks which together with these terms & conditions form the contract

c. ‘Services’ refers to the services detailed in the Customer Agreement

d. ‘Contracted Period’ is the length of time the Customer is committed to using and paying for the Services.

The Services provided by Skyline Networks to the Customer is for a Contracted Period of twelve, twenty-four, or thirty-six months and is then subject to one-month’s notice in writing of termination. Termination notices should be emailed to accounts@skyline-networks.com or posted to Skyline Networks & Consultancy Ltd, Unit 12 Spring Rise, Falconer Road, Haverhill, Suffolk. CB9 7XU and the applicable date of notice shall be the date the notice is received by Skyline Networks.

The contract is between Skyline Networks and the Customer. The contract is non-transferable by the Customer. Skyline Networks reserves the right to change the Terms and Conditions of Service and will give one month’s notice in writing of any such changes. The section headings in these Terms and Conditions are inserted for convenience only and are not intended to affect the meaning or interpretation of these Terms and Conditions. No action, regardless of form or nature, arising out of these Terms and Conditions may be brought by either party more than two years after the cause of the action has arisen.

a. Skyline Networks will provide the Services to the Customer in accordance with the conditions of this agreement and with reasonable skill and care. Where it is technically impracticable to provide the Services free of faults (such as where it is impossible to achieve sufficient signal quality) Skyline Networks will not undertake to do so.

b. The Customer acknowledges that the Services will depend on the characteristics of the wireless signal quality and that it may not be possible to supply the service at the outset or at some point in the future. In this event Skyline Networks will have the right to terminate this agreement without liability to the Customer.

c. From time to time certain nodes, servers, or the whole or part of the Network may need to be closed down for upgrade, routine repair or maintenance work. Skyline Networks shall give as much notice as in the circumstances is reasonable and shall endeavour to carry out such works during scheduled maintenance periods outside of standard working hours. This work will not affect any SLA that is in place between Skyline Networks and the Customer.

d. Equipment provided by Skyline Networks remains the property of Skyline Networks and possession must be surrendered on termination of this agreement.

Skyline Networks reserves the right to suspend a Customer’s Services if the Customer breaches either our terms and conditions or our acceptable use policy. In such instances, Skyline Networks will provide the Customer with formal notice that the account has been suspended. The Customer remains liable for the monthly fee during such suspension, and service will only be resumed once the breaches have been resolved and/or any overdue amounts (including accrued interest) paid to Skyline Networks.

Customers will pay by monthly Standing Order unless agreed otherwise beforehand. This will begin after the end of the first complete calendar month to cover the first complete calendar months service. Installation fee will be invoiced separately and will include any monies owed up to the end of the calendar month in which the service was installed. Skyline Networks reserves the right to modify its charges for its Services, but will provide the Customer with at least one month’s notice of its intention to do so should the modification result in an increase in those charges.

Should any payment be missed, the Customer will make alternative arrangements to pay the amounts due within five working days of being notified by Skyline Networks or risk suspension of the service for non-payment. Skyline Networks reserves the right to charge interest on any overdue amounts at a rate equal to 8 per cent per annum above the Bank of England base rate as is current from time to time.

Skyline Networks will not be held liable for incidental, special or consequential damages. Skyline Networks makes no warranty, express or implied, relating to the fitness for purpose or merchantability of the Services. Regardless of the nature of any claim, the limit of Skyline Networks’s liability to the Customer shall not exceed the aggregate of twelve monthly payments for the Services.

The Customer indemnifies Skyline Networks against any and all claims and damages made against Skyline Networks as a direct or indirect result of the Customer’s use of the Services.

a. The Customer is responsible for their personal computer and data security and shall take all reasonable steps to minimise unauthorised entry to the Customer’s computer and/or network via the Services. The Customer is further responsible for the content of any transmission from their computer and/or network over the Services and the connection of non Skyline Networks owned equipment to the network access point.

b. The Customer, or a previously notified nominated representative, must be present on the day of installation of the equipment necessary to provide the Services. The Customer must further provide reasonable ongoing access to Skyline Networks or its representatives to said equipment for purposes of necessary modifications, maintenance, or repair.

c. The Customer must provide adequate care of the equipment installed by Skyline Networks, and is liable for loss or damage of said equipment caused by the Customer’s direct or indirect actions.

d. The Customer must ensure that they comply with the latest edition of the Acceptable Use Policy in force at any given time, and not to use, or permit others to use, the Services for unlawful or immoral purposes or for any purpose for which the Services where not designed.

e. The Customer must ensure there are sufficient funds in their bank account for the monthly payments.

a. On Customer completion of the Customer Agreement, Skyline Networks will contact the Customer to verify all initial Customer obligations have been met.

b. Skyline Networks will arrange for installation of the appropriate antenna(s), equipment and associated cabling.

c. On installation day Skyline Networks will provide the Customer with all the technical support needed to ensure the installation goes smoothly.

d. Skyline Networks will provide email and/or telephone technical support on the Services throughout the contract period in line with the relevant SLA.

Last updated: 06 January 2025

If a customer reports a fault with their service or equipment and all remote assistance is examined and unsuccessful, an engineer visit will be arranged upon authorisation with the customer and Skyline Customer Support. The visit will be scheduled at the earliest convenient date. The customer must be present, and gated properties must ensure access. Delays and fees will result in a missed appointment requiring rescheduling.

A £250 call-out fee applies once the appointment is confirmed. If the fault is due to service or equipment issues, the fee will be refunded and the fault will be rectified. If no fault is found to the service or equipment and a working connection is present, the fee remains payable, and the engineer will depart.

If the customer is not present or responsive to the appointment time, the fee will be charged.

At Skyline Networks & Consultancy Full Fibre Broadband, our customers are at the heart of everything we do. We are deeply committed to ensuring that all individuals, including those who may face challenges or vulnerabilities, are treated with dignity, respect, and fairness.

We are proud to prioritise inclusivity as part of our core values. Through ongoing training and development, our team members are equipped to understand and respond effectively to the diverse needs of the communities we serve. This commitment ensures that every customer interaction is handled with care, compassion, and professionalism.

Supporting Vulnerable Customers
We recognise that life’s challenges can create circumstances in which individuals may require additional assistance. Skyline Networks & Consultancy defines vulnerability broadly to include, but not be limited to:

• Physical challenges.
• Cognitive impairments.
• Financial difficulties.
• Mental health conditions.

We also understand that vulnerability can be a temporary or long-term condition. Whatever the circumstances, we are here to provide the tailored support our customers need to access and enjoy our services fully.

Our Commitment

As a responsible service provider, Skyline Networks & Consultancy is dedicated to removing barriers that could negatively impact our customers. We actively review our practices at every stage of interaction, from marketing and sales to the use of and payment for services, ensuring that our approach is fair, inclusive, and accessible.

We are especially mindful of the current economic climate and the pressures many households face. As such, we remain committed to supporting customers who may be experiencing financial hardship. Our team is available to discuss your needs and provide practical solutions to help you stay connected.

How to Get Help

If you are facing a situation that makes you vulnerable or in need of additional assistance, please let us know. Our team will work with you to understand your requirements and ensure that any necessary adjustments or support measures are in place.
You can also nominate someone to act on your behalf. All information you share with us will be handled in strict confidence and in full compliance with data protection laws.

Contact Us

You can reach us using the following methods:
• Online: Visit https://skyline-networks.com/support/ to submit a support ticket.
• Phone: Call us directly on 01277 888 438.
• Email: Contact us at support@skyline-networks.com.

Emergency Support Services

999 BSL Emergency Services

For individuals using British Sign Language, the 999 BSL service provides access to interpreters through an app or web-based platform. Interpreters relay your emergency information to the relevant emergency services.

Landline Access During Power Cuts
If you use VoIP services, we recommend having a mobile phone as a backup to ensure uninterrupted access to emergency services, including 999 calls, in the event of a power outage.

Ensuring Continuous Improvement

At Skyline Networks & Consultancy, we are committed to creating a supportive and accessible environment for all customers. Our training programmes empower our team to recognise and respond appropriately to vulnerabilities, providing outstanding customer care.

We continuously evaluate our processes, seeking feedback to improve the service and support we offer. By staying responsive to our customers’ needs, we ensure that everyone receives the assistance they require, whenever they need it most.
A Partnership in Support

We encourage our customers to communicate with us if they face difficulties or require additional help. By working together, we can provide the best possible solutions and ensure that you remain connected to what matters most.
In any case, we are here to work and support your business and home.

Please don’t hesitate to get in touch.

Ready to share the joy of better broadband? Share Skyline with friends or business networks and get a free month (or more!) on your contract. It’s easy! Just drop us an email to sales@skyline-networks.com with your name, your referral, contact or friend’s name, and their contact info. Once they sign up and get their service installed, we’ll discount your contract with a free month of Skyline — no strings attached! You get a free month for every friend who becomes a paying customer, so don’t be shy, tell all your friends, family, or even your favourite local businesses to get a better broadband connection with Skyline Networks!

Last updated: 12 January 2025