Vodafone At Home connection application form

Vodafone At Home
connection
application form
Vodafone At Home connection application form
Agent name:
Z
/E
Agreement date:
/
Contract length:
Customer details and connection information
12 months
18 months
Service details
Phone no. for service
Time at address
UAN/CRN
24 months
Please tick one
years / months
Occupancy status
Current provider
Alternative/Work no.
Customer account number
Email address
Vodafone mobile no.
Bill preference
Vodafone customer no.
DSFA eligible
Full name
Date of birth
Address
dd / mm / yyyy
Service options
Broadband only. No Landline , internet only
Up to
24Mb
*Current no.
Simply Broadband
Alternative contact number
Up to
70Mb
€
*Current service provider
Prepay
Bill pay
Simply Broadband Max €
*No. of mobiles in the household
Prepay
Bill pay
PSTN based services such as monitored alarm / some TV services may
not be compatible
Please tick here if you would like us to contact you from time to time about Vodafone mobile products and services*
*Vodafone will retain this information in accordance with our Privacy Policy (see vodafone.ie)
Signature
Home phone and broadband
Value add ons €6
Up to
24Mb
Unlimited local, national and UK landline (not available on “Simply Broadband” or “Home”)
€
100 ROI and international minutes
Home
100 International minutes
Home Extra
€
Home Max
€
30 mins UK, USA, Aus/Nz mobile
Broadband speed check
150 GB extra allowance
Line prequalification
Static IP
Mbps
Time
Initial
Home phone only
The extras
Engineer appointment
Up to
70Mb
Simply Talk
Preferred day/s
AM/PM appointment
Engineer install (required)
Walk away working
Would you like us to bring over any ancillary services
Yes
No
Transfer all
Non WLR customer (please list)
Yes
No
Powerline
F-secure
HomeView
Name (Please print)
Extension kit
I hereby acknowledge that I accept and agree to be bound by the terms and conditions in relation to
Vodafone’s Landline and Fixed Broadband services and in relation to any selected Add On (the “Terms and
Conditions”). I further acknowledge that a copy of the Terms and Conditions has been provided to me prior
to signing this contract and that I agree to be bound by such. Acceptance of this application is subject to
status and a satisfactory credit check which may involve third parties. If successful, the order will be initiated
immediately with the Losing Operator.
Data Protection Notice
The information in this form may not be used for any purpose other than that for which it is intended.
I understand that services provided by Vodafone may be different from those services provided by the
Losing Operator. You have my authority to disclose such information regarding the numbers quoted
above. By signing this form, I authorise Vodafone to cease my Fixed Broadband service with the Losing
Operator in respect of the above telephone number(s) in conjunction with the successful provision of
Fixed Broadband from Vodafone. I authorise my current provider to activate the above changes on my
behalf. I accept that I am responsible for the discharge of any obligations in reference to the service
provided by the Losing Operator and I wish to proceed with the provision of Fixed Broadband service
Payment details
Direct Debit Mandate
This mandate must be completed in full by an authorised signatory of the customer.
I/We authorize you until further notice, in writing, to charge my/our account variable
amounts which may be debited by Vodafone in respect of my/our Vodafone Customer,
to the manager of (Bank/Building Society) Address Account.
Authorised signature
dd / mm / yyyy
Date
with Vodafone. I understand that I may only avail of the transfer of Fixed Broadband service to Vodafone
once I have discharged any obligations in reference to the service provided by the Losing Operator.
I accept that there may be some downtime in conducting this change. I also authorise my current
provider to transfer the designated voice telephone lines and their associated call management
services to Vodafone. I understand that my current provider will activate a facility so that all calls on
these lines will be handled by Vodafone and this will override any alternative service provision options
already in place.
I am authorised to act on behalf of the household or company in this matter. To ensure the efficient provision
of facilities such as directory enquiries and telephone line fault handling, my current provider retains the
customer name, address and telephone service details. This data is also passed to Vodafone. I consent to the
retention and sharing of such data in order for service to be provided to me.
I authorise my current provider to transfer all or only those lines/ancillary services listed above.
Please tick box.
Originators No:
Bank/Building Society Account Name
My/Our Bank/Building Society Account No.
Bank Sort Code
Or My/Our Visa/Access Account No.
Expiry Date
dd / mm / yyyy
Signature (s)
Date
Terms and Conditions
The following is a summary of the terms and conditions that shall apply to the
services being provided. The full terms and conditions are available at www.
vodafone.ie, certain terms and conditions you sign up to will be guaranteed
for the duration of your contract (and if changed you shall be entitled to terminate) whereas others will change from time to time. (a) The General Terms
and Conditions and certain other terms and conditions identified in your
Service specific terms will be deemed “Core Terms and Conditions”.
The Core Terms and Conditions can only be changed by Vodafone giving
you thirty (30) days’ notice. In the event of any such alteration, you shall
have the option to terminate the Service without penalty during that 30 day
notice period. (b) Any services which we have not committed to providing
you with for the entire during of your contract with Vodafone will be subject
to “On Demand Terms and Conditions”. If you have accessed specific On
Demand Services within the previous 30 days then changes to these specific
services will be notified to you in the same way as changes to Core Terms and
Conditions.
For the avoidance of doubt you will not be entitled to terminate your contract
for a change to On Demand Terms and Conditions. The following services
shall be considered On Demand Services: i. Content services; ii. E-mail/Storage services; iii. Directory Enquiry rates and services; iv. International Call rates
and services; v. Premium Rate Services.
1. Terms and Conditions
1.1 This Agreement shall commence on the Commencement Date and shall
continue for the Minimum Term of the applicable Service and thereafter shall
continue on a month by month basis until terminated.
1.2 Connection to the Network shall be conditional on the customer:- (a)
maintaining a satisfactory credit rating and providing Vodafone with such financial security as it requires; (b) providing valid proof of identity/address and
such evidence of residency in Ireland as required; (c) truthfully and accurately
completing the application form and providing such other information as
Vodafone may request.
1.3 Any waiver, concession or extra time permitted by Vodafone is limited to
the specific circumstances in which it is given and does not affect the rights of
Vodafone under this Agreement in any other way.
2. Definitions
2.1 “Access Provider” means the company which provides the Customer’s
telephone line(s) and associated telephone number(s), from which Vodafone
rents such line(s) and number(s);
2.2 ‘Commencement Date’ means the date when Vodafone accepts the
Customer Application and connects the Customer to the Network. Vodafone
will communicate an estimated Commencement Date to you in advance but
this date is not guaranteed;
2.3 “Minimum Term” means the term as set out in the Application Form
commencing on the Commencement Date unless otherwise agreed between
the parties;
2.4 “Termination Charges” means the termination charges applicable to each
of the Services.
3. Services
3.1 In supplying the Services Vodafone will use its reasonable skill and care
but cannot guarantee fault free performance. Vodafone does not warrant
that the Service will be suitable for specific Customer applications or that the
operation of the Service will be uninterrupted or error-free. Vodafone does not
warrant that the Service will support or be compatible with any applications or
other services which the Customer uses in conjunction with the Services.
3.2 The Customer agrees that from time to time it may be necessary for
Vodafone to temporarily suspend the Service during periods of repair, essential maintenance or alteration or improvement to Vodafone’s network or
otherwise in accordance with the law.
3.3 Vodafone reserves the right, at its discretion and without prejudice to any
other provisions of this Agreement, to issue such reasonable instructions
concerning the use of a Service as it considers necessary.
3.4 Vodafone may change its Service delivery methods or platforms from time
to time which may require the Customer to change Equipment and/or Equipment settings to continue to avail of the Services.
4. Suspension of the Service
4.1 Vodafone may immediately, without notice, temporarily bar, suspend, restrict, and/or disconnect the Customer’s use of the Service wholly or partially
for any valid reason.
4.2 Vodafone shall use reasonable endeavours to contact the Customer prior
to any such suspension of the Service.
4.3 The Customer shall remain liable to pay the Charges throughout any
period of suspension of the Service.
5. Customer Use of the Service
5.1 The Customer undertakes not to use or permit others to use the Service
or the Equipment (a) for any improper, immoral or unlawful purpose; (b) in any
way that may cause degradation of service levels to other customers or in any
way jeopardises, impairs, interrupts or interferes with the integrity or security
of the Vodafone network or the quality of Service; (c) to send unsolicited
commercial communications or promotional material or in contravention of
Data Protection Legislation.
5.2 The Customer shall indemnify and hold Vodafone harmless against all
liabilities, claims, damages, losses, expenses and proceedings howsoever
arising from or in any way connected with any breach of this clause 5 by the
Customer.
6. Payment
6.1 Vodafone may at its discretion provide an online bill to the Customer as
default for the Service. If the Customer requests a paper copy of the bill (or is
provided with a paper copy because a valid email address was not given for
online billing) or requests a hard copy of a previous bill, a fee will be charged.
6.2 All Charges and other payments due to Vodafone shall be paid in full by
the Customer by the due date for payment set out in the Vodafone invoice.
Vodafone may apply a late payment fee.
6.3 Vodafone reserves the right to apply a charge as set out in the Tariff Sheet
for each occasion a direct debit payment fails provided the failure is not
caused by Vodafone.
6.4 Should the Customer disagree with any charges shown on the Customer’s
bill, the Customer must lodge a complaint in accordance with Vodafone’s
Code of Practice, prior to the due date for payment. Notwithstanding any
complaint, all invoiced amounts shall be paid on the invoice due date pending
the outcome of the complaints procedure.
7. Liability
7.1 Vodafone shall not be liable for any delay, failure, interruption, or deterioration in the Service, howsoever arising.
7.2 Vodafone shall have no liability to the Customer for any loss or damage
caused by unauthorised third party access to Services or the Equipment.
7.3 Vodafone disclaims all representations, warranties, guarantees, terms or
conditions of any kind, whether express or implied, including but not limited
to implied undertakings regarding quality of service implied under Section 39
of the Sale of Goods and Supply of Services Act, 1893 and 1980, to the fullest
extent permitted by law and the customer agrees that is fair and reasonable.
7.4 Under no circumstances shall Vodafone be liable for any loss or damage
arising as a result of: (a) the failure of the service or equipment due to the
incompatibility of the service with any equipment not supplied by Vodafone;
(b) the acts and omissions of other telecommunication operators (including
the access provider);
7.5 Under no circumstances shall Vodafone be liable to the customer or any
third party whether under contract, tort, statute or otherwise, for any indirect,
economic, special or consequential loss, loss of profits, loss of data or loss of
use of data, howsoever arising as a result of the customer’s use of the Service
or the Equipment or otherwise in connection with this Agreement.
7.6 Without prejudice to the exclusions of liability set out in this clause,
Vodafone’ entire aggregate liability to the customer or any third party for any
and all claims, howsoever arising out of or in connection with this agreement
and whether under contract, tort, statute or otherwise, shall not exceed the
lesser of (i) the total charges paid by the customer to Vodafone in the 12
months prior to the date of the last event giving rise to such claim(s) and (ii)
€1,000, provided that this shall not operate to exclude any minimum liability
imposed by statute.
8. Termination
8.1 Neither party may terminate the Agreement during herein. Should the
Customer terminate the Agreement during the Minimum Term, the Customer
shall be required to pay the Termination Charge.
8.2 After the Minimum Term either party may terminate this Agreement or
any of the specific Services on giving the other thirty (30) days’ written notice.
8.3 Vodafone shall be entitled to terminate this Agreement and cease providing the Services forthwith without notice if: (a) the Customer is in material
breach of this Agreement; (b) the Customer is in breach of any term of this
Agreement and has failed to remedy such breach within 30 days; (c) any information supplied by the Customer to Vodafone is false or misleading;(d) Vodafone is obliged to comply with an order, instruction or request of Government,
ComReg, an emergency service organisation or other competent authority;
8.4 On termination of the Agreement, all Charges accrued by the Customer
together with any Termination Charges shall become immediately due and
payable.
9. Use of Information Vodafone shall process your personal data (as defined
in the Data Protection Legislation) in accordance with the Data Protection
Legislation and Vodafone’s Privacy Policy. Vodafone may use Customer’s
contact details from time to time to contact Customer about Vodafone promotions, products or services which may be available to Customer or to send
Customer details of such promotions, products or services. The Customer
hereby explicitly consents to such contact while the Customer is availing of
the Service and for a period of 12 months after the Customer ceases to avail
of the Service.
10. Miscellaneous
10.1 In the event that a customer upgrades/downgrades from one Service
as specified on the Application Form to another option, the Charges for the
higher/lower option will apply with immediate effect. The customer will be
given a new Minimum Term which will take effect from the date the upgrade/
downgrade is applied.
10.2 In the event that a customer agrees to avail of a promotional offer, the
customer may be subject to a new Minimum Term as agreed between the
parties as part of the terms of the offer.
11. Termination Charge
11.1 If the Customer exercises its right of cancellation the monthly Charges
which are required to be paid in advance by the Customer shall not be
refunded on termination of this Agreement for any reason.
11.2 Neither party may terminate the Agreement during any applicable
Minimum Term other than as provided herein. Should the Customer terminate
its Agreement during the Minimum Term, the Customer shall be required to
pay a fee equal to the balance of the remaining unexpired Minimum Term
(the “Fixed Line Termination Charge”) as specified in the tariff sheet, and
authorises Vodafone to debit the Fixed Line Termination Charge from the
Customer’s bank account.
11.3 Where the customer has availed of a discount, free equipment or other
promotion relating to the Agreement and terminates within the Minimum
Term an amount equal to the value of any such promotion, free equipment
or discount, pro-rated to the unexpired portion of the Minimum Term may
at Vodafone’s discretion be reckonable for the purposes of calculating the
Termination Charge.
12 . Broadband Services
12.1 The Customer must have an analogue direct exchange line, which terminates on a master socket forming part of the PSTN network;
12.2 The Customer’s landline line must be within the service availability area;
12.3 If the Customer has any type of phone monitored home/ business alarm
system on their phone line, provision of the Service will be conditional on a
splitter being installed on the line and the Customer will need to contact their
alarm service provider to ensure that a splitter is installed; the Customer’s
line must pass all prequalification testing carried out by Vodafone and/or the
Access Provider and the line must be capable of activation for the Service at
the exchange.
12.4 The Customer acknowledges that the bit rates in respect of the Fixed
Broadband Service as indicated by Vodafone, may be reduced by contention
within the Network from time to time and these speeds are not guaranteed.
Speeds indicated are line speeds and not data transfer speeds.
Next Generation Access/Fibre Broadband Services
1. These terms and conditions regulate your use of the Vodafone Next
Generation Access Fibre Broadband Service (the “Service”). These Service
specific terms and conditions apply in addition to the Fixed Line and
Fixed Broadband Terms and Conditions and any additional Service conditions which you have signed up to. By signing up to the Service you agree
to be bound by these Terms.
2. The service is subject to availability based on local exchange upgrades
and is not universally available to all customers.
3. The Service allows Customers to avail of faster broadband speeds for use
with other Vodafone Services.
4. In order to avail of the Service you must have a new high speed phone
port installed in your home or business. You must also facilitate an
engineering install at your home or business premises as set out below.
5. You will be required to sign a 12, 18 or 24 month contract with us for the
Service. During this Contract period, you cannot recommit to a subsequent contract where the new contract end date is before the original
agreement end date.
6. In respect of Broadband services, the Service will support Broadband
with a Voice Service (PSTN); or Standalone Broadband (PSTN barred). The
Customer acknowledges and accepts that in choosing the Standalone
Broadband product, the Service will not support existing PSTN/traditional voice line dependent services such as, but not limited to;
• Landline, and in particular calls to the Emergency Services
• Monitored alarm or panic/assistance button/service
• Fax Line
• TV Service using phone line
• Older TV set top boxes
• Any service that relies on the use of a traditional phone line
7. Unlimited service carries a fair usage policy (FUP) and Vodafone reserve
the right to charge for usage in excess of the advertised FUP or amend
the service in terms of bandwidth speeds limitations or other measures
such as restricting service types.
Service Speeds
8. The Service speed is dependent on a variety of factors. Vodafone does
not make any guarantee or accept any liability in respect of Service
speeds. The customer accepts that the Service speed may vary from time
to time. Vodafone shall provide a Service speed of up to 70Mbps in Fibre
Broadband Enabled areas as determined by Vodafone, but ‘up to’ speeds
are not guaranteed. In areas where Fibre broadband is not available,
Vodafone will provide you an Up to speed of 24Mbps, provided you are
within an enhanced broadband area as determined by Vodafone. In all
other areas we will provision your line with a maximum speed of up to
7.168Mbps.
Service Fit Out
9. Every new Service order request will require an engineer install to fit the
Service hardware at the master socket in the customer’s home or business premises (“Service Fit Out”). The Service Fit out will commence with
an overview of the customer’s home or business premises (“Customer’s
Premises”) to ensure that the socket can support the service. The Service
Fit out will require works to be carried out on the Customer’s Premises,
which will include a change of phone socket in the wall and any other
works which may be required to complete the Service Fit Out as deemed
necessary by the engineer. The Service Fit Out will be completed by
an agent on behalf of Vodafone. Vodafone does not accept any liability
whatsoever for any loss or damage that may occur to the Customer’s
Premises during the Service Fit Out.
10. The Customer must have the Customer Premises ready and safe for the
engineer to arrange the Service Fit Out. At the time of placing its order
where a Customer has requested that an extension kit be installed the
Customer accepts full responsibility to ensure that there is a clear and
safe environment for the engineer to carry out the Service Fit Out. This
includes moving any furniture likely to obstruct the path of the extension
kit cable prior to the arrival of the engineer. Under no circumstances will
an engineer engage in such activity and Vodafone reserve the right to
charge for any additional time spent on site by the engineer as a result
of having to wait, or as a result of having to reschedule the appointment
due to the Customers’ Premises not being ready for the Service Fit Out.
11. Modem Install –As part of the Service Fit Out the customer will require a
new Modem in order to receive the Service. It is the Customer’s responsibility to have the Modem at the Customer Premises prior to the Service
Fit-Out.
12. Vodafone may also provide a Walk Away Working Service An additional
charge will apply for this Service. A Walk Away Working service consists
of one device connected in your home or business that ensures that the
customer can browse the internet. The Walk Away Working service will
consist of unpacking the modem and connecting one customer device
to the broadband connection.
Service Fit Out Appointments
13. In order to arrange a Service Fit Out appointment the Customer must
sign up to the new service via a 12, 18 or 24 month contract. The
customer will then be notified with an appointment date and time (AM/
PM). If a customer wishes to reschedule this initial appointment, they
can do so without charge until 4pm on previous working day, prior to the
appointment.
14. The Customer will be liable to pay a cancellation/penalty charge to
Vodafone in each of the following cases;
• If a Customer has not provided the necessary cancellation notice
period in respect of the scheduled Service Fit Out Appointment (i.e.
Up to 5pm of the previous working day) or does not answer his/her
phone within 10 minutes of the scheduled Service Fit Out Appointment;
• If an engineer cannot gain access to a customer’s site due to a 3rd
party access issue, for example within an apartment block;
• If the Customer refuses to allow the engineer onto their property on
the agreed appointment date;
• In the event an extension kit is required and the Customer Premises
has not been cleared for the engineer to work. This can include the
removal of furniture or carpet etc.
• Where the environment is considered dangerous or unsafe to the
engineer, the works may not proceed but the cancellation/penalty
charge may be levied regardless.
If a customer has selected an engineer install for Walk-Away Working, but
has failed to collect their modem from the post office, this charge will be
levied against the customer.
15. For a full list of additional charges which may include some of the
following charges (depending on the service you require) please see the
list below or refer to http://www.vodafone.ie/home-phone-broadband/
charges
• Landline connection
• Installation fee
• Engineer modem installation
• Missed engineer appointment
• Disconnection
• Service Upgrade
• Service Downgrade
• Paper bill
• Paper copies of bills
• Direct debit failure
• Late payment fee
VAH Connect 01.13
Vodafone At Home connection application form
Agent name:
Z
/E
Agreement date:
/
Contract length:
Customer details and connection information
12 months
18 months
Service details
Phone no. for service
Time at address
UAN/CRN
24 months
Please tick one
years / months
Occupancy status
Current provider
Alternative/Work no.
Customer account number
Email address
Vodafone mobile no.
Bill preference
Vodafone customer no.
DSFA eligible
Full name
Date of birth
Address
dd / mm / yyyy
Service options
Broadband only. No Landline , internet only
Up to
24Mb
*Current no.
Simply Broadband
Alternative contact number
Up to
70Mb
€
*Current service provider
Prepay
Bill pay
Simply Broadband Max €
*No. of mobiles in the household
Prepay
Bill pay
PSTN based services such as monitored alarm / some TV services may
not be compatible
Please tick here if you would like us to contact you from time to time about Vodafone mobile products and services*
*Vodafone will retain this information in accordance with our Privacy Policy (see vodafone.ie)
Signature
Home phone and broadband
Value add ons €6
Up to
24Mb
Unlimited local, national and UK landline (not available on “Simply Broadband” or “Home”)
€
100 ROI and international minutes
Home
100 International minutes
Home Extra
€
Home Max
€
30 mins UK, USA, Aus/Nz mobile
Broadband speed check
150 GB extra allowance
Line prequalification
Static IP
Mbps
Time
Initial
Home phone only
The extras
Engineer appointment
Up to
70Mb
Simply Talk
Preferred day/s
AM/PM appointment
Engineer install (required)
Walk away working
Would you like us to bring over any ancillary services
Yes
No
Transfer all
Non WLR customer (please list)
Yes
No
Powerline
F-secure
HomeView
Name (Please print)
Extension kit
I hereby acknowledge that I accept and agree to be bound by the terms and conditions in relation to
Vodafone’s Landline and Fixed Broadband services and in relation to any selected Add On (the “Terms and
Conditions”). I further acknowledge that a copy of the Terms and Conditions has been provided to me prior
to signing this contract and that I agree to be bound by such. Acceptance of this application is subject to
status and a satisfactory credit check which may involve third parties. If successful, the order will be initiated
immediately with the Losing Operator.
Data Protection Notice
The information in this form may not be used for any purpose other than that for which it is intended.
I understand that services provided by Vodafone may be different from those services provided by the
Losing Operator. You have my authority to disclose such information regarding the numbers quoted
above. By signing this form, I authorise Vodafone to cease my Fixed Broadband service with the Losing
Operator in respect of the above telephone number(s) in conjunction with the successful provision of
Fixed Broadband from Vodafone. I authorise my current provider to activate the above changes on my
behalf. I accept that I am responsible for the discharge of any obligations in reference to the service
provided by the Losing Operator and I wish to proceed with the provision of Fixed Broadband service
Payment details
Direct Debit Mandate
This mandate must be completed in full by an authorised signatory of the customer.
I/We authorize you until further notice, in writing, to charge my/our account variable
amounts which may be debited by Vodafone in respect of my/our Vodafone Customer,
to the manager of (Bank/Building Society) Address Account.
Authorised signature
dd / mm / yyyy
Date
with Vodafone. I understand that I may only avail of the transfer of Fixed Broadband service to Vodafone
once I have discharged any obligations in reference to the service provided by the Losing Operator.
I accept that there may be some downtime in conducting this change. I also authorise my current
provider to transfer the designated voice telephone lines and their associated call management
services to Vodafone. I understand that my current provider will activate a facility so that all calls on
these lines will be handled by Vodafone and this will override any alternative service provision options
already in place.
I am authorised to act on behalf of the household or company in this matter. To ensure the efficient provision
of facilities such as directory enquiries and telephone line fault handling, my current provider retains the
customer name, address and telephone service details. This data is also passed to Vodafone. I consent to the
retention and sharing of such data in order for service to be provided to me.
I authorise my current provider to transfer all or only those lines/ancillary services listed above.
Please tick box.
Originators No:
Bank/Building Society Account Name
My/Our Bank/Building Society Account No.
Bank Sort Code
Or My/Our Visa/Access Account No.
Expiry Date
dd / mm / yyyy
Signature (s)
Date
Terms and Conditions
The following is a summary of the terms and conditions that shall apply to the
services being provided. The full terms and conditions are available at www.
vodafone.ie, certain terms and conditions you sign up to will be guaranteed
for the duration of your contract (and if changed you shall be entitled to terminate) whereas others will change from time to time. (a) The General Terms
and Conditions and certain other terms and conditions identified in your
Service specific terms will be deemed “Core Terms and Conditions”.
The Core Terms and Conditions can only be changed by Vodafone giving
you thirty (30) days’ notice. In the event of any such alteration, you shall
have the option to terminate the Service without penalty during that 30 day
notice period. (b) Any services which we have not committed to providing
you with for the entire during of your contract with Vodafone will be subject
to “On Demand Terms and Conditions”. If you have accessed specific On
Demand Services within the previous 30 days then changes to these specific
services will be notified to you in the same way as changes to Core Terms and
Conditions.
For the avoidance of doubt you will not be entitled to terminate your contract
for a change to On Demand Terms and Conditions. The following services
shall be considered On Demand Services: i. Content services; ii. E-mail/Storage services; iii. Directory Enquiry rates and services; iv. International Call rates
and services; v. Premium Rate Services.
1. Terms and Conditions
1.1 This Agreement shall commence on the Commencement Date and shall
continue for the Minimum Term of the applicable Service and thereafter shall
continue on a month by month basis until terminated.
1.2 Connection to the Network shall be conditional on the customer:- (a)
maintaining a satisfactory credit rating and providing Vodafone with such financial security as it requires; (b) providing valid proof of identity/address and
such evidence of residency in Ireland as required; (c) truthfully and accurately
completing the application form and providing such other information as
Vodafone may request.
1.3 Any waiver, concession or extra time permitted by Vodafone is limited to
the specific circumstances in which it is given and does not affect the rights of
Vodafone under this Agreement in any other way.
2. Definitions
2.1 “Access Provider” means the company which provides the Customer’s
telephone line(s) and associated telephone number(s), from which Vodafone
rents such line(s) and number(s);
2.2 ‘Commencement Date’ means the date when Vodafone accepts the
Customer Application and connects the Customer to the Network. Vodafone
will communicate an estimated Commencement Date to you in advance but
this date is not guaranteed;
2.3 “Minimum Term” means the term as set out in the Application Form
commencing on the Commencement Date unless otherwise agreed between
the parties;
2.4 “Termination Charges” means the termination charges applicable to each
of the Services.
3. Services
3.1 In supplying the Services Vodafone will use its reasonable skill and care
but cannot guarantee fault free performance. Vodafone does not warrant
that the Service will be suitable for specific Customer applications or that the
operation of the Service will be uninterrupted or error-free. Vodafone does not
warrant that the Service will support or be compatible with any applications or
other services which the Customer uses in conjunction with the Services.
3.2 The Customer agrees that from time to time it may be necessary for
Vodafone to temporarily suspend the Service during periods of repair, essential maintenance or alteration or improvement to Vodafone’s network or
otherwise in accordance with the law.
3.3 Vodafone reserves the right, at its discretion and without prejudice to any
other provisions of this Agreement, to issue such reasonable instructions
concerning the use of a Service as it considers necessary.
3.4 Vodafone may change its Service delivery methods or platforms from time
to time which may require the Customer to change Equipment and/or Equipment settings to continue to avail of the Services.
4. Suspension of the Service
4.1 Vodafone may immediately, without notice, temporarily bar, suspend, restrict, and/or disconnect the Customer’s use of the Service wholly or partially
for any valid reason.
4.2 Vodafone shall use reasonable endeavours to contact the Customer prior
to any such suspension of the Service.
4.3 The Customer shall remain liable to pay the Charges throughout any
period of suspension of the Service.
5. Customer Use of the Service
5.1 The Customer undertakes not to use or permit others to use the Service
or the Equipment (a) for any improper, immoral or unlawful purpose; (b) in any
way that may cause degradation of service levels to other customers or in any
way jeopardises, impairs, interrupts or interferes with the integrity or security
of the Vodafone network or the quality of Service; (c) to send unsolicited
commercial communications or promotional material or in contravention of
Data Protection Legislation.
5.2 The Customer shall indemnify and hold Vodafone harmless against all
liabilities, claims, damages, losses, expenses and proceedings howsoever
arising from or in any way connected with any breach of this clause 5 by the
Customer.
6. Payment
6.1 Vodafone may at its discretion provide an online bill to the Customer as
default for the Service. If the Customer requests a paper copy of the bill (or is
provided with a paper copy because a valid email address was not given for
online billing) or requests a hard copy of a previous bill, a fee will be charged.
6.2 All Charges and other payments due to Vodafone shall be paid in full by
the Customer by the due date for payment set out in the Vodafone invoice.
Vodafone may apply a late payment fee.
6.3 Vodafone reserves the right to apply a charge as set out in the Tariff Sheet
for each occasion a direct debit payment fails provided the failure is not
caused by Vodafone.
6.4 Should the Customer disagree with any charges shown on the Customer’s
bill, the Customer must lodge a complaint in accordance with Vodafone’s
Code of Practice, prior to the due date for payment. Notwithstanding any
complaint, all invoiced amounts shall be paid on the invoice due date pending
the outcome of the complaints procedure.
7. Liability
7.1 Vodafone shall not be liable for any delay, failure, interruption, or deterioration in the Service, howsoever arising.
7.2 Vodafone shall have no liability to the Customer for any loss or damage
caused by unauthorised third party access to Services or the Equipment.
7.3 Vodafone disclaims all representations, warranties, guarantees, terms or
conditions of any kind, whether express or implied, including but not limited
to implied undertakings regarding quality of service implied under Section 39
of the Sale of Goods and Supply of Services Act, 1893 and 1980, to the fullest
extent permitted by law and the customer agrees that is fair and reasonable.
7.4 Under no circumstances shall Vodafone be liable for any loss or damage
arising as a result of: (a) the failure of the service or equipment due to the
incompatibility of the service with any equipment not supplied by Vodafone;
(b) the acts and omissions of other telecommunication operators (including
the access provider);
7.5 Under no circumstances shall Vodafone be liable to the customer or any
third party whether under contract, tort, statute or otherwise, for any indirect,
economic, special or consequential loss, loss of profits, loss of data or loss of
use of data, howsoever arising as a result of the customer’s use of the Service
or the Equipment or otherwise in connection with this Agreement.
7.6 Without prejudice to the exclusions of liability set out in this clause,
Vodafone’ entire aggregate liability to the customer or any third party for any
and all claims, howsoever arising out of or in connection with this agreement
and whether under contract, tort, statute or otherwise, shall not exceed the
lesser of (i) the total charges paid by the customer to Vodafone in the 12
months prior to the date of the last event giving rise to such claim(s) and (ii)
€1,000, provided that this shall not operate to exclude any minimum liability
imposed by statute.
8. Termination
8.1 Neither party may terminate the Agreement during herein. Should the
Customer terminate the Agreement during the Minimum Term, the Customer
shall be required to pay the Termination Charge.
8.2 After the Minimum Term either party may terminate this Agreement or
any of the specific Services on giving the other thirty (30) days’ written notice.
8.3 Vodafone shall be entitled to terminate this Agreement and cease providing the Services forthwith without notice if: (a) the Customer is in material
breach of this Agreement; (b) the Customer is in breach of any term of this
Agreement and has failed to remedy such breach within 30 days; (c) any information supplied by the Customer to Vodafone is false or misleading;(d) Vodafone is obliged to comply with an order, instruction or request of Government,
ComReg, an emergency service organisation or other competent authority;
8.4 On termination of the Agreement, all Charges accrued by the Customer
together with any Termination Charges shall become immediately due and
payable.
9. Use of Information Vodafone shall process your personal data (as defined
in the Data Protection Legislation) in accordance with the Data Protection
Legislation and Vodafone’s Privacy Policy. Vodafone may use Customer’s
contact details from time to time to contact Customer about Vodafone promotions, products or services which may be available to Customer or to send
Customer details of such promotions, products or services. The Customer
hereby explicitly consents to such contact while the Customer is availing of
the Service and for a period of 12 months after the Customer ceases to avail
of the Service.
10. Miscellaneous
10.1 In the event that a customer upgrades/downgrades from one Service
as specified on the Application Form to another option, the Charges for the
higher/lower option will apply with immediate effect. The customer will be
given a new Minimum Term which will take effect from the date the upgrade/
downgrade is applied.
10.2 In the event that a customer agrees to avail of a promotional offer, the
customer may be subject to a new Minimum Term as agreed between the
parties as part of the terms of the offer.
11. Termination Charge
11.1 If the Customer exercises its right of cancellation the monthly Charges
which are required to be paid in advance by the Customer shall not be
refunded on termination of this Agreement for any reason.
11.2 Neither party may terminate the Agreement during any applicable
Minimum Term other than as provided herein. Should the Customer terminate
its Agreement during the Minimum Term, the Customer shall be required to
pay a fee equal to the balance of the remaining unexpired Minimum Term
(the “Fixed Line Termination Charge”) as specified in the tariff sheet, and
authorises Vodafone to debit the Fixed Line Termination Charge from the
Customer’s bank account.
11.3 Where the customer has availed of a discount, free equipment or other
promotion relating to the Agreement and terminates within the Minimum
Term an amount equal to the value of any such promotion, free equipment
or discount, pro-rated to the unexpired portion of the Minimum Term may
at Vodafone’s discretion be reckonable for the purposes of calculating the
Termination Charge.
12 . Broadband Services
12.1 The Customer must have an analogue direct exchange line, which terminates on a master socket forming part of the PSTN network;
12.2 The Customer’s landline line must be within the service availability area;
12.3 If the Customer has any type of phone monitored home/ business alarm
system on their phone line, provision of the Service will be conditional on a
splitter being installed on the line and the Customer will need to contact their
alarm service provider to ensure that a splitter is installed; the Customer’s
line must pass all prequalification testing carried out by Vodafone and/or the
Access Provider and the line must be capable of activation for the Service at
the exchange.
12.4 The Customer acknowledges that the bit rates in respect of the Fixed
Broadband Service as indicated by Vodafone, may be reduced by contention
within the Network from time to time and these speeds are not guaranteed.
Speeds indicated are line speeds and not data transfer speeds.
Next Generation Access/Fibre Broadband Services
1. These terms and conditions regulate your use of the Vodafone Next
Generation Access Fibre Broadband Service (the “Service”). These Service
specific terms and conditions apply in addition to the Fixed Line and
Fixed Broadband Terms and Conditions and any additional Service conditions which you have signed up to. By signing up to the Service you agree
to be bound by these Terms.
2. The service is subject to availability based on local exchange upgrades
and is not universally available to all customers.
3. The Service allows Customers to avail of faster broadband speeds for use
with other Vodafone Services.
4. In order to avail of the Service you must have a new high speed phone
port installed in your home or business. You must also facilitate an
engineering install at your home or business premises as set out below.
5. You will be required to sign a 12, 18 or 24 month contract with us for the
Service. During this Contract period, you cannot recommit to a subsequent contract where the new contract end date is before the original
agreement end date.
6. In respect of Broadband services, the Service will support Broadband
with a Voice Service (PSTN); or Standalone Broadband (PSTN barred). The
Customer acknowledges and accepts that in choosing the Standalone
Broadband product, the Service will not support existing PSTN/traditional voice line dependent services such as, but not limited to;
• Landline, and in particular calls to the Emergency Services
• Monitored alarm or panic/assistance button/service
• Fax Line
• TV Service using phone line
• Older TV set top boxes
• Any service that relies on the use of a traditional phone line
7. Unlimited service carries a fair usage policy (FUP) and Vodafone reserve
the right to charge for usage in excess of the advertised FUP or amend
the service in terms of bandwidth speeds limitations or other measures
such as restricting service types.
Service Speeds
8. The Service speed is dependent on a variety of factors. Vodafone does
not make any guarantee or accept any liability in respect of Service
speeds. The customer accepts that the Service speed may vary from time
to time. Vodafone shall provide a Service speed of up to 70Mbps in Fibre
Broadband Enabled areas as determined by Vodafone, but ‘up to’ speeds
are not guaranteed. In areas where Fibre broadband is not available,
Vodafone will provide you an Up to speed of 24Mbps, provided you are
within an enhanced broadband area as determined by Vodafone. In all
other areas we will provision your line with a maximum speed of up to
7.168Mbps.
Service Fit Out
9. Every new Service order request will require an engineer install to fit the
Service hardware at the master socket in the customer’s home or business premises (“Service Fit Out”). The Service Fit out will commence with
an overview of the customer’s home or business premises (“Customer’s
Premises”) to ensure that the socket can support the service. The Service
Fit out will require works to be carried out on the Customer’s Premises,
which will include a change of phone socket in the wall and any other
works which may be required to complete the Service Fit Out as deemed
necessary by the engineer. The Service Fit Out will be completed by
an agent on behalf of Vodafone. Vodafone does not accept any liability
whatsoever for any loss or damage that may occur to the Customer’s
Premises during the Service Fit Out.
10. The Customer must have the Customer Premises ready and safe for the
engineer to arrange the Service Fit Out. At the time of placing its order
where a Customer has requested that an extension kit be installed the
Customer accepts full responsibility to ensure that there is a clear and
safe environment for the engineer to carry out the Service Fit Out. This
includes moving any furniture likely to obstruct the path of the extension
kit cable prior to the arrival of the engineer. Under no circumstances will
an engineer engage in such activity and Vodafone reserve the right to
charge for any additional time spent on site by the engineer as a result
of having to wait, or as a result of having to reschedule the appointment
due to the Customers’ Premises not being ready for the Service Fit Out.
11. Modem Install –As part of the Service Fit Out the customer will require a
new Modem in order to receive the Service. It is the Customer’s responsibility to have the Modem at the Customer Premises prior to the Service
Fit-Out.
12. Vodafone may also provide a Walk Away Working Service An additional
charge will apply for this Service. A Walk Away Working service consists
of one device connected in your home or business that ensures that the
customer can browse the internet. The Walk Away Working service will
consist of unpacking the modem and connecting one customer device
to the broadband connection.
Service Fit Out Appointments
13. In order to arrange a Service Fit Out appointment the Customer must
sign up to the new service via a 12, 18 or 24 month contract. The
customer will then be notified with an appointment date and time (AM/
PM). If a customer wishes to reschedule this initial appointment, they
can do so without charge until 4pm on previous working day, prior to the
appointment.
14. The Customer will be liable to pay a cancellation/penalty charge to
Vodafone in each of the following cases;
• If a Customer has not provided the necessary cancellation notice
period in respect of the scheduled Service Fit Out Appointment (i.e.
Up to 5pm of the previous working day) or does not answer his/her
phone within 10 minutes of the scheduled Service Fit Out Appointment;
• If an engineer cannot gain access to a customer’s site due to a 3rd
party access issue, for example within an apartment block;
• If the Customer refuses to allow the engineer onto their property on
the agreed appointment date;
• In the event an extension kit is required and the Customer Premises
has not been cleared for the engineer to work. This can include the
removal of furniture or carpet etc.
• Where the environment is considered dangerous or unsafe to the
engineer, the works may not proceed but the cancellation/penalty
charge may be levied regardless.
If a customer has selected an engineer install for Walk-Away Working, but
has failed to collect their modem from the post office, this charge will be
levied against the customer.
15. For a full list of additional charges which may include some of the
following charges (depending on the service you require) please see the
list below or refer to http://www.vodafone.ie/home-phone-broadband/
charges
• Landline connection
• Installation fee
• Engineer modem installation
• Missed engineer appointment
• Disconnection
• Service Upgrade
• Service Downgrade
• Paper bill
• Paper copies of bills
• Direct debit failure
• Late payment fee
VAH Connect 01.13
Vodafone Home broadband
customer order quality checklist
Welcome to Vodafone Home broadband. To help us maintain the highest level of customer service and ensure that your order is processed properly,
please take a moment to read over this document. If you’re happy that the process has been followed correctly, simply fill out the checklist and sign it:
Are you in contract with your current provider?
Yes
No
Do you accept that any charges and /or termination fees are between you and your current provider are your responsibility? Yes
No
I understand that I have signed an agreement to change from my current landline provider to Vodafone at Home.
I have committed to a 12 / 18 / 24 (please circle) month contract term with Vodafone for my landline / broadband services.
I understand that I have ordered broadband which is subject to availability and that speeds may vary
subject to a number of conditions.
I confirm that I am the current telecom account holder at the stated address.
I understand that payment by direct debit is mandatory for Vodafone at Home customers. I also understand
that I can pay by other means before the direct debit collection date if I wish.
I understand that requested ancillary services associated with my lines will also migrate to Vodafone at Home.
Broadband only
Simply Broadband Max
Simply Broadband
Stand alone broadand services will not have an active landline which means PSTN based services such as monitored alarm /some TV services.
Signature
Home phone only
Simply Talk
Home phone and broadband
Home
Home Extra
Home Max
I understand that it can take up to 10 days for my phone services to switch over and up to 15 days after that, for my
broadband to change over. For non WLR customers and/or where there are no active lines, timelines may be longer.
I confirm that I have ordered a new modem.
Yes
No
Price
Engineer Install.
Yes
No
Price
I have ordered walk away working.
Yes
No
Price
I have ordered Vodafone Powerline.
Yes
No
Price
I have ordered Vodafone F-secure.
Yes
No
Price
I have ordered an Extension Kit.
Yes
No
Price
I have ordered Vodafone HomeView.
Yes
No
Price
I’m providing the Vodafone mobile number to avail of exclusive rates
Did the agent show you an official badge and documentation?
Yes
No
I confirm that the My Vodafone representative answered all my questions and they presented themselves in a courteous, informative
and professional manner. If you have any other feedback on the agent, please feel free to email consumersalesquality.ie@vodafone.com
Next Generation Access
Current Generation Access
Simply Broadband
Up to 70Mb
Up to 24Mb
Simply Broadband Max
Up to 70Mb
Up to 24Mb
Home
Up to 70Mb
Up to 24Mb
Home Extra
Up to 70Mb
Up to 24Mb
Home Max
Simply Talk
Up to 70Mb
Up to 24Mb
Package
Price
Contract Length
Customer name
Agreement date
Customer signature
Customer landline number
Vodafone representative name
Signature
DD
MM
YY
Now you’re ready to enjoy
Vodafone landline and
fixed broadband
What happens next:
1. If you’ve ordered a new modem, we’ll deliver it to you by special delivery 2-3 days before
your broadband service goes live.
2. We’ll send you a welcome letter to confirm your order.
3. We’ll send you a letter confirming when your landline and broadband has gone live.
Important notice for setting up your modem
Using a new modem from Vodafone
If you have ordered a new modem from Vodafone, it will come with a step by step guide to
help you get started. You do not need to enter a username and password, you simply
‘plug in and play’ your new Vodafone modem.
Using an existing modem
If you are connecting to Vodafone using your existing modem, you will need to change
your username and password on the modem in order to access the internet. When your
broadband goes live, you’ll receive a letter containing instructions on how to do this. When
prompted, enter your username and password as follows:
Username: vodafone@vodafone.ie
Password: broadband
Please keep the above login details safe for when your Vodafone broadband goes live.
If you have any queries, please don’t hesitate to contact us:
� freefone customer care on 1907
� call our technical support team on 1850 995 133.
To manage your account, view your bills online and more,
log onto our selfcare site:
odafone at Home customers log onto My Vodafone at Home
�V
at vodafone.ie/athomeselfcare
odafone Office customers log onto My Vodafone Office
�V
at vodafone.ie/officeselfcare
VAH Connect 01.13
Vodafone Home broadband
customer order quality checklist
Welcome to Vodafone Home broadband. To help us maintain the highest level of customer service and ensure that your order is processed properly,
please take a moment to read over this document. If you’re happy that the process has been followed correctly, simply fill out the checklist and sign it:
Are you in contract with your current provider?
Yes
No
Do you accept that any charges and /or termination fees are between you and your current provider are your responsibility? Yes
No
I understand that I have signed an agreement to change from my current landline provider to Vodafone at Home.
I have committed to a 12 / 18 / 24 (please circle) month contract term with Vodafone for my landline / broadband services.
I understand that I have ordered broadband which is subject to availability and that speeds may vary
subject to a number of conditions.
I confirm that I am the current telecom account holder at the stated address.
I understand that payment by direct debit is mandatory for Vodafone at Home customers. I also understand
that I can pay by other means before the direct debit collection date if I wish.
I understand that requested ancillary services associated with my lines will also migrate to Vodafone at Home.
Broadband only
Simply Broadband Max
Simply Broadband
Stand alone broadand services will not have an active landline which means PSTN based services such as monitored alarm /some TV services.
Signature
Home phone only
Simply Talk
Home phone and broadband
Home
Home Extra
Home Max
I understand that it can take up to 10 days for my phone services to switch over and up to 15 days after that, for my
broadband to change over. For non WLR customers and/or where there are no active lines, timelines may be longer.
I confirm that I have ordered a new modem.
Yes
No
Price
Engineer Install.
Yes
No
Price
I have ordered walk away working.
Yes
No
Price
I have ordered Vodafone Powerline.
Yes
No
Price
I have ordered Vodafone F-secure.
Yes
No
Price
I have ordered an Extension Kit.
Yes
No
Price
I have ordered Vodafone HomeView.
Yes
No
Price
I’m providing the Vodafone mobile number to avail of exclusive rates
Did the agent show you an official badge and documentation?
Yes
No
I confirm that the My Vodafone representative answered all my questions and they presented themselves in a courteous, informative
and professional manner. If you have any other feedback on the agent, please feel free to email consumersalesquality.ie@vodafone.com
Next Generation Access
Current Generation Access
Simply Broadband
Up to 70Mb
Up to 24Mb
Simply Broadband Max
Up to 70Mb
Up to 24Mb
Home
Up to 70Mb
Up to 24Mb
Home Extra
Up to 70Mb
Up to 24Mb
Home Max
Simply Talk
Up to 70Mb
Up to 24Mb
Package
Price
Contract Length
Customer name
Agreement date
Customer signature
Customer landline number
Vodafone representative name
Signature
DD
MM
YY
Now you’re ready to enjoy
Vodafone landline and
fixed broadband
What happens next:
1. If you’ve ordered a new modem, we’ll deliver it to you by special delivery 2-3 days before
your broadband service goes live.
2. We’ll send you a welcome letter to confirm your order.
3. We’ll send you a letter confirming when your landline and broadband has gone live.
Important notice for setting up your modem
Using a new modem from Vodafone
If you have ordered a new modem from Vodafone, it will come with a step by step guide to
help you get started. You do not need to enter a username and password, you simply
‘plug in and play’ your new Vodafone modem.
Using an existing modem
If you are connecting to Vodafone using your existing modem, you will need to change
your username and password on the modem in order to access the internet. When your
broadband goes live, you’ll receive a letter containing instructions on how to do this. When
prompted, enter your username and password as follows:
Username: vodafone@vodafone.ie
Password: broadband
Please keep the above login details safe for when your Vodafone broadband goes live.
If you have any queries, please don’t hesitate to contact us:
� freefone customer care on 1907
� call our technical support team on 1850 995 133.
To manage your account, view your bills online and more,
log onto our selfcare site:
odafone at Home customers log onto My Vodafone at Home
�V
at vodafone.ie/athomeselfcare
odafone Office customers log onto My Vodafone Office
�V
at vodafone.ie/officeselfcare
VAH Connect 01.13