CODE OF PRACTICE

1. INTRODUCTION

This code of practice provides you with clear and useful information on us, the services we provide, and key parts of our terms and conditions.

2. WHO THIS CODE OF PRACTICE APPLIES TO

This code of practice applies to all end-users of our broadband or voice services in the EU. It does not apply to our data centre services or IT support services where we don’t provide a telecommunication service.

3. WHO WE ARE

We are ASK4, we operate in the EU via the different companies detailed here: https://www.ask4.com/legal/ask4-group-information

4. THE SERVICES WE PROVIDE

We provide wired and wireless internet access to multi-tenanted residential buildings. Further details on the services we provide are set out below:

THE INTERNET SERVICE

The Services shall enable you to connect the Registered Devices to the Internet by either a Wired Connection and/or by 4Wireless as shall be stated in the Service Information.

The Service will not be compatible with or support the use or connection of connected devices such as wireless speakers or printers or the use of TV casting devices.

The Service is necessary for you to be able to subscribe to any Additional Services.

We aim that the 4Wireless service will be available but cannot guarantee this.

The number of registered devices depends on our agreement with the owner and/or if you subscribe to any additional service. This will be confirmed in the Service Information.

Please note our service relies on power being provided to the rooms within your accommodation where we have active equipment (often called a “comms” or server room).

This means in some cases where the power issue is localised, our service will continue to work if you have no power within your unit. However, in limited cases, you equally may not have service where power is available to your room but not the “comms” or server rooms within your accommodation.

If making calls or accessing the internet is critical to you when there's a power cut, please make sure you have access to an alternative battery-powered technology, such as a mobile phone.

ADDITIONAL SERVICES

4Network        

4Network allows the devices registered to your ASK4 account to be able to communicate with one another over the wired and wireless network within your accommodation.

This means that you can connect your devices within your own virtual, private and secure wireless network via the building’s shared infrastructure, facilitating the use of devices like digital media players (e.g Chromecast), network-enabled printers, wireless speaker systems and Network Attached Storage (NAS) systems.

Without enabling 4Network, your wireless devices will be able to connect to the Internet but won’t be able to see or connect with each other.

 

4Connect

 4Connect is an add-on service that enables a resident to register and connect multiple devices (e.g. iPads, games consoles, laptops)

 

Support           

We’ll provide assistance by telephone, email, text message or by other means we may determine to enable access to the service and additional services via the registered devices

We may, at our absolute discretion, provide for support engineers to assist you at your residence, but we are not required to do so.

We can only support access for Compatible Devices and we cannot provide general support for any registered device outside of support to get it to connect to the services or additional services.

We cannot provide support for software installed on any registered device or any peripheral devices connected to any registered device.

We cannot assist with any virus, Trojan, Adware or other malicious software infection or any fault arising out of the use of any registered device.

We also provide high-capacity broadband services for individual businesses and managed business centres.

5. OUR TERMS AND CONDITIONS

We may have slightly different terms depending on the type of service you take or the country you’re based in.

All our terms and conditions that apply to student or residential customers are available at: https://www.ask4.com/legal/resident-guest-terms-of-use

Business customers can obtain a copy of our terms and conditions on request by contacting: info@ask4.com.

6. OUR PRICES AND TARIFFS

At most student accommodation the internet access we provide is included within the rent paid to the accommodation provider.

Where we charge for internet access or if you purchase additional services, the price will depend on the building to which we are providing our service. These prices will be clearly displayed as part of the online sign-up process.

Unless you sign up to our residential service where you pay by monthly direct debit, we will take payment for the service in advance when you sign-up.

Our processes that apply if you fail to pay for our services are set out in our terms and conditions.

The nature of our services means that if you fail to pay for the basic internet service, either directly to us or as part of your rent to the building owner we may suspend this internet service. Your access to associated services may also be suspended or not possible even if payment has been made for those services.

7. CONTRACT DURATION

Most services are offered on contracts with either annual, 6-month or 3-month minimum terms, but this may depend on the service you are taking and the building to which we provide the services. The minimum term you will be signing up for will be clearly displayed as part of the online sign-up process. The minimum term will run from the date we accept your order.

Our Guest Wi-Fi and the other services we offer in student accommodation outside of the academic year may be subject to shorter contract durations or other time-based limits on usage which may not be able to be extended.

These terms will also be displayed as part of the online sign-up process.

Unless you sign up for our residential service where you pay by monthly recurring card payment or take a business service, your service will automatically end once the minimum term expires. If take a residential with a recurring payment or business service after your minimum term, you will go on to a rolling contract.

8. REFUNDS AND COMPENSATION

We don't guarantee that the service will always be fault-free or uninterrupted. If you tell us about a fault, we'll make a refund or pay compensation in accordance with our terms and conditions and for individual customers opposed to businesses your legal rights in respect of services which have not been provided with reasonable skill and care.

9. MAINTENANCE AND SUPPORT

Where we provide a managed service on behalf of a building owner, we’ll carry out on-going maintenance and support to ensure we provide a service that meets the service levels we have agreed with them.

We also offer end user support and remote fault diagnosis and maintenance 24/7 (excluding Christmas Day and New Year’s Eve and New Year’s Day). The help desk can be accessed by contacting us as set out on: https://support.ask4.com/hc/en-gb/articles/18742724299805-Contact-us 

In some cases where we determine it is necessary to provide support, we may provide for engineers to attend the building where the service is provided.

10. SERVICE LEVELS FOR BUSINESS CUSTOMERS

We provide our business service via lease lines and our service levels depend on the connectivity we can offer to a specific site. Please contact sales@ask4.com for more information.

For managed services see: https://www.ask4.com/legal/sla-eu for our standard SLA.

11. 112 CALLS

For VoIP services we may provide to business customers may be used to connect to emergency services (by dialling 112).

However, our VoIP services should not be relied on as the only means of calling emergency services as the functionality of the service depends on the availability of power, the internet connection and other matters

outside our control. In addition, although we aim to register the location of the building, the connection of a call to the emergency services may not automatically be made to the emergency services centre closest to your site. We are also unable to register individual units, offices or flats within a building with the emergency services.

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COMPLAINTS CODE OF PRACTICE

1. INTRODUCTION

In this Complaints Code of Practice, we’ll tell you how to get in touch with us if you want to make a complaint about our internet services and how we’ll deal with your complaint.

It applies to our student, residential and small business customers who have 10 employees or fewer. It does not

apply to our data centre or IT support services.

2. HOW TO GET IN TOUCH IF YOU’RE NOT HAPPY

You can get in touch to make a complaint by the following methods:

Post: Complaints Team at Devonshire Green House, 14 Fitzwilliam Street, Sheffield, S1 4JL.

Telephone:

France (FR): 0033 (0)170 742 085

Germany (DE): 0049 (0)30 2215 3157

Poland (PL): 0048 223 079 301

Spain (ES): 0034 911 337 900

Netherlands (NL): 0031 (0)202 254 856

Sweden (SE): 0046 855 121 680

Italy (IT): 0039 020 0621 233

Ireland (IE): 00353 1513 7413

Portugal (PT): 00351 308 804 775

Austria (AT): 0043 (0)800 005 800

Denmark (DK): 0045 327 49070

3. HOW WE WILL TRY TO RESOLVE YOUR ISSUE

Once you get in touch by phone we’ll try and resolve your issue straight away.

If this isn’t possible and you wish us to escalate your complaint you should raise it with us either via complaints@ask4.com, post or via the online form available here.

We’ll aim to acknowledge your complaint within one working day of receiving it. We’ll then aim to provide an initial response or, where possible, a formal response within 3 working days of that acknowledgement.

Where an initial response is provided, we will aim to send a full formal response within 7 working days of receiving the initial response.

We’ll only close a complaint when you say it has been resolved or we haven’t heard from you in 28 days.

Where we resolve a complaint over the phone you have the right to ask us to provide a copy of this complaint code of practice and the outcome of our investigation in writing.

4. IF WE CAN NOT RESOLVE YOUR ISSUE

Student and residential customers within the EU can raise an issue via the Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/main/?event=main.home.show.  Please reference our Irish subsidiary ASK4 Internet Services Europe Limited when using the ODR platform.

5. THIRD PARTY RAISING AN ISSUE ON YOUR BEHALF

You can ask a third party to raise a complaint on your behalf. However, we will need to see some evidence that you have agreed to this and we’ll need to be able to locate your account.

6. HOW TO OBTAIN THIS CODE OF PRACTICE AND ACCESSIBILITY

If you require this Code of Practice as a hard copy or require it to be provided in an alternative format (such as large print), please get in touch using the details above and we’ll provide these free of charge.