Code of practice

1. How to contact us

This Code is published at www.netix.digital and is available free on request in alternative formats including large print or electronic versions.

2. Our commitment to you

We commit to selecting reliable suppliers and reseller partners, and to providing services that meet your business requirements while adhering to all relevant laws and Ofcom regulatory conditions.

3. Products and services

• Business broadband (fibre and wireless solutions)
• Leased lines (dedicated private data circuits)
• IT support services (managed IT services)
• Telephony solutions (VoIP, hosted PBX, SIP trunking)

Contact us on 0333 358 4123 for current availability and pricing.

4. Marketing and sales

All our marketing adheres to the UK Code of Advertising, Sales Promotion and Direct Marketing (CAP Code). Our messaging is fair, honest, and non-misleading. We do not use high-pressure sales tactics.

5. Terms and conditions of service

You will receive our Standard Terms and Conditions and any applicable service contracts before signing. Minimum Contract Period terms are clearly stated. We aim to provision services within 20 working days of order, or on an agreed date, subject to equipment availability and external installations.

6. Cancellation of services

• Cooling-off period: cancel within 10 working days of ordering without charge.
• After 10 days (pre-delivery): administration fees may apply.
• During minimum term: early termination charges apply per your contract.
• After minimum term: 90 days' written notice required to terminate.

Equipment owned by Netix Digital must be returned in good condition on cancellation.

7. Faults and repairs

Report faults by calling 0333 358 4123 or emailing [email protected]. We aim to restore service within two working days where feasible. Complex issues requiring third-party engineers may take longer; we will keep you updated.

8. Compensation and refund policy

Claims are assessed individually. Contact us with your claim details. We aim to respond within 28 working days. Credits typically apply to your next invoice or are refunded to your original payment method.

9. Billing and payment

Services are normally billed monthly unless otherwise agreed. We accept Bank Transfer (BACS), cheque, or Direct Debit. If you have difficulty paying, please call us on 0333 358 4123 immediately to discuss arrangements. We may restrict services for persistently unpaid bills only after advance notification.

10. Moving office or location

Please inform us at least 30 days before your move date. We will discuss service portability, update your account details, schedule transfers, and aim to preserve your geographic phone numbers.

11. Number porting (keeping your telephone number)

We coordinate with your previous provider to facilitate number retention. Number porting typically takes a few working days with minimal interruption, usually just minutes during the final switchover.

12. Customers with special needs

Accommodations we offer include:

• Priority access to customer support
• Priority fault repair for critical service users
• Alternative billing formats (large print, Braille, audio, electronic)
• Bill management and payment support
• Free directory assistance

Please contact us to discuss your specific requirements.

13. Data protection and privacy

We are fully compliant with the Data Protection Act 2018 and UK GDPR. Personal data is collected only to deliver our services, protected with appropriate security measures, and never shared for marketing without explicit consent. See our Privacy policy for full details, or submit a Data Subject Access Request.

14. Complaints

We take complaints seriously. Please review our Complaints policy for the full process. If your complaint remains unresolved after eight weeks, you may escalate to Ombudsman Services: Communications, the Ofcom-approved Alternative Dispute Resolution scheme.

15. Useful contacts