Netix Digital is an independent company that delivers business communication services to small and medium-sized enterprises. We primarily operate through a network of reseller partners, offering Business Broadband, Leased Lines, IT Support, and Telephony solutions to our customers. While we may not directly supply every component of our services, we take full responsibility for the services delivered to you. We work closely with our partners and wholesale suppliers to ensure that any problems with their part of the service are resolved promptly and effectively.
The purpose of this Code is to inform you about our products and services, our customer care policies, and how to find information on our charges, terms, and conditions. This Code of Practice is published on our website (www.netix.digital) and is available free of charge on request. Copies can be requested by any business customer via phone or email, and we will provide them in a suitable format (including large print or electronic) if needed.
We are committed to helping you and answering any questions about our services. You can reach our Customer Service Team through the following methods:
By Phone: 01788 494015 (Monday–Friday, 08:30am–06:00pm, excluding bank holidays)
By Email: compliance@netix.digital
By Letter: Compliance Team, Netix Digital, The Hall, Rugby Road, Wolston, CV8 3FZ
Website: www.netix.digital
Our customer service staff will be happy to assist with any inquiries, support requests, or issues you may have.
We are committed to providing the highest quality of customer service. Netix Digital carefully selects its suppliers and reseller partners to ensure that you receive reliable, high-quality services. We make every reasonable effort to supply services that meet your business requirements and to adhere to all relevant laws and regulations, including Ofcom’s regulatory conditions for communications providers. We continually work to improve our services and customer care standards.
We offer a range of communications and IT solutions tailored for business needs, including:
Business Broadband: High-speed broadband internet access for businesses (including fiber and wireless broadband solutions).
Leased Lines: Dedicated, private data circuits for guaranteed bandwidth and reliability between your premises and the internet or between business locations.
IT Support Services: Professional IT support and managed services to ensure your business IT infrastructure and systems run smoothly.
Telephony Solutions: Business telephony services such as Voice over IP (VoIP) phone systems, hosted PBX, SIP trunking, and other voice communication solutions.
For more details on any of our products or services, or to place an order, please contact our Customer Service Team on 01788 494015. Our team can provide up-to-date information on availability, pricing, and how to get started with any service.
Netix Digital conducts all marketing and sales activities in a responsible and ethical manner. We adhere to the principles set out in the UK Code of Advertising, Sales Promotion and Direct Marketing (CAP Code). This means our advertising and promotions are fair, honest, and not misleading. We do not engage in high-pressure or unethical sales tactics. If you are approached by someone selling our services and you have concerns about their conduct or the information provided, please contact us immediately.
When you subscribe to a service from Netix Digital, we will provide you with our Standard Terms and Conditions and any applicable service contract for you to review and sign. These documents outline the detailed terms of our agreement with you, including the service description, pricing, and any minimum contract period. If you have any questions about the terms or require clarification, you can contact our Customer Service Team at 01788 494015 before signing. We may also perform a credit check as part of our account setup and assessment process for new customers.
Minimum Contract Period: Where a minimum contract term applies for a service, it will be clearly stated in your contract or service agreement. We will discuss and confirm this term with you before you agree to the service.
Provision of Services: We aim to provision (install and activate) our services within 20 working days of your original order or on a date agreed with you. Provisioning timelines can depend on the availability and installation of any required equipment or external lines to your premises. If an engineering survey or additional cabling is required at your site, we will inform you of any revised timescales as soon as possible. Our team will work with you to schedule any installation work at a convenient time and keep you updated on progress.
You have the right to cancel your order or contract. Our cancellation policy is as follows:
Cancelling an Order (Cooling-Off): If you decide to cancel your order or agreement before we have provided the service, you may do so without charge within 10 working days of placing the order. This cooling-off period allows you to change your mind with no penalty.
Cancellation After 10 Days (Before Service Delivery): If you cancel after 10 working days but before the service has been delivered, we reserve the right to charge an administration fee to cover any costs incurred, as set out in your contract.
Termination Within Minimum Term: If you wish to terminate your service contract during the agreed minimum term, early termination charges will apply. These charges will be as set out in your contract (generally covering the costs or fees for the remainder of the minimum term). Please contact our Customer Service Helpdesk on 01788 494015 to discuss any early termination.
Termination After Minimum Term: After you have completed any minimum contract term, you can cancel your service by giving us notice. We require 90 days’ notice to terminate a service contract after the minimum term has ended. Please notify us of your intent to cancel by contacting the Customer Service Team (by phone or in writing), and we will guide you through the cancellation process and confirm the effective termination date.
We will confirm all cancellation requests and any charges applicable. Any equipment that is owned by Netix Digital must be returned upon cancellation, as per the terms in your contract. If you have any questions about cancelling your service, our team will be happy to help.
We strive to provide reliable services, but if you experience a fault with any of our products or services, please contact our Faults Support Team as soon as possible. You can report faults by calling 01788 494015 or by emailing our support desk at the email provided above. Our support team will log the fault and give you a reference number.
We aim to investigate and repair faults as quickly as possible. In most cases, we will try to restore service within two working days of you reporting the issue, whenever feasible. Some complex issues or faults that require third-party engineering work (for example, line faults that need Openreach engineers) may take longer to fix. We will keep you informed of progress and any expected resolution times.
If a fault is outside of our control (for instance, caused by third-party network outages or force majeure events), we will still liaise with the relevant supplier or party to ensure the fault is resolved as soon as possible. We will update you regularly until the service is fully restored.
If you need to report an urgent fault outside of normal business hours, please use the contact methods provided – if 24/7 support is part of your service level agreement with us, we will respond according to those terms. (Otherwise, faults reported outside of support hours will be addressed as soon as the support team is available.)
Netix Digital’s policy is to assess each claim for service issues or downtime on a case-by-case basis. If you believe you are due compensation (for example, due to a loss of service or service level agreement failure), please contact us with details of your claim. We will investigate any claims and aim to respond within 28 working days.
If we determine that a refund or credit is due, we will inform you of the amount and apply it to your account. Typically, credits will be applied to your next invoice or issued as a refund to your original payment method. Our goal is to be fair and transparent in resolving billing issues or service credits. For details on situations where compensation may be available (such as prolonged loss of service), you can refer to your contract or ask our Customer Service Team.
Up-to-date information on our current pricing (including tariffs for calls, broadband packages, line rentals, and any other charges) is readily available. Our pricing structure can be obtained from our Customer Service Team on request and is also published on our website. We endeavour to make our pricing clear and transparent. If you have any questions about the charges on your bill or the cost of any service, please contact us, and we will explain the charges in detail.
For bespoke solutions or services not listed on standard price lists (for example, special project work or custom solutions), we will provide a written quote or proposal detailing the pricing for those services.
We will bill you on a regular basis (normally monthly, unless otherwise agreed). You will receive invoices that detail the charges for the current billing period, including line rental, service fees, call charges (for telephony services), and any other applicable fees or adjustments.
Payment Methods: You can pay your bills via a range of options, including Bank Transfer (BACS), cheque, or Direct Debit. The available payment methods will be agreed upon when you first set up your account. Many customers choose Direct Debit for convenience. If you wish to change your payment method at any time, please contact our Customer Service Team, and we will arrange that.
Billing Queries: If you have a question or disagreement with any item on your bill, please contact us as soon as possible. We will investigate any billing issues and, if there is an error, correct it promptly (and credit any overcharged amounts).
Difficulty Paying: If you are having difficulty paying your bill on time, please contact us immediately on 01788 494015. We understand that small businesses can experience cash-flow problems, and we will do our best to help. We may be able to arrange an alternative payment schedule or method. Our aim is to work with you to manage your bills and avoid any unnecessary service disconnection. We will provide additional support to small business customers in financial difficulty, such as discussing a feasible payment plan.
Late Payment and Disconnection: We will always try to work with you if you have trouble paying. However, if bills are consistently unpaid without arrangement, we do have procedures that could lead to restrictions or disconnection of service as a last resort. We will notify you in advance if your service is at risk of disconnection due to non-payment, in line with our obligations and after multiple attempts to resolve the issue with you.
If you plan to move your office or relocate your business, please let us know as early as possible—ideally at least 30 days before your move datefile-lqqakrxgg7f2x1b3gtnulh. Moving your services requires coordination to minimise downtime.
When you inform us of a move, we will:
Discuss what services can be moved to your new address and any changes that might be required (for example, checking broadband availability or line installations at the new location).
Update your account details and billing address as necessary.
Endeavour to schedule the transfer or re-installation of services on the date you move (or a date you request), to ensure continuity of service.
Phone Numbers: If you have a geographic phone number (an 01 or 02 number) and are moving to a new location within the same area code region, we will attempt to allow you to keep your existing phone number to minimise disruption. Please note that if you move to a completely different geographic area (with a different area code), it may not be possible to retain the same number due to numbering regulations. We will advise you in such cases.
By working together on the planning, we aim to make the transition to your new premises as smooth as possible. Please contact our Customer Service Team to discuss your upcoming move, and we will guide you through the process.
We recognise that keeping your existing telephone numbers can be very important to your business. If you are switching your telephony services to Netix Digital (for example, moving your phone lines or VoIP services to us) and wish to retain your current phone numbers (whether landline or mobile), we will do our best to arrange thisfile-lqqakrxgg7f2x1b3gtnulh.
Number porting is the process of moving your telephone number from one provider to another. To facilitate number porting, we will:
Work with you to get the necessary details (such as the number(s) you want to port and information about your current provider).
Coordinate with your previous provider to initiate the porting process.
Schedule the port for a convenient time and date to minimise any downtime in phone service. Often, ports are done during business off-peak hours when possible.
Keep you informed of the porting status and confirm once your number is successfully transferred to our service.
Please note that number porting can take a few working days (or longer for large batches of numbers or complex cases). There is usually no interruption to service until the final switchover moment, which typically lasts only a few minutes. We will advise you of any expected outage. For more information on keeping your numbers or to request a number port, contact our Customer Service Team.
As a business customer, you are entitled to have your telephone number(s) listed in public directories if you wish. This includes directory enquiry services and printed phone books (such as the BT Phone Book). By default, we will not publish your details without your consent. If you would like your business contact information to appear in directory listings, or if you want to verify or change your current directory entry, please contact our Customer Service Team. We will help facilitate the inclusion of your details in the directory or the removal of your details, according to your preference.
Having an ex-directory (unlisted) number is also an option if you prefer not to be included in public directories. Just let us know your choice. Directory listings are typically free of charge for standard entries; however, special directory services or bold listings might incur a fee (we will inform you if applicable).
Netix Digital takes the problem of nuisance calls and malicious communications very seriouslyfile-lqqakrxgg7f2x1b3gtnulh. Nuisance calls can include unwanted telemarketing calls, automated spam calls, malicious or harassing calls, and so forth. If you are receiving such calls, we encourage you to report them to us. We will provide advice and support on how to deal with these issues. In some cases, we can assist by changing your number or adding call screening/blocking services.
We work closely with law enforcement and other telecom operators to combat malicious callers. If you have been a victim of harassment or malicious communications, please call our Customer Service Team on 01788 494015 to report the issuefile-lqqakrxgg7f2x1b3gtnulh. We can guide you on the steps to take, which may include involving the police. We adhere to Ofcom guidelines and industry practices to minimise nuisance calls.
For unwanted marketing calls (sales calls you did not request), one important resource is the Telephone Preference Service (TPS). By registering your telephone number with TPS, you indicate that you do not wish to receive unsolicited sales or marketing calls. It is free to register, and it’s illegal for telemarketers to call a number that is on the TPS list. You can register for TPS online at www.tpsonline.org.uk or by calling 0845 070 0707. If you continue to receive marketing calls 28 days after registering with TPS, please inform us or report the calls, as the callers may be violating regulations.
We are committed to helping all of our customers communicate easily, including those who may have special requirements due to age, disability, or other circumstances. Netix Digital offers the following services and accommodations on request for customers who might need additional assistance:
Priority Access to Customer Support: Customers with disabilities or critical needs can request priority routing when calling our customer service, ensuring your call is handled as quickly as possible.
Priority Fault Repair: If you rely on our service for health or safety (for example, phone service for emergency contact) and you have special needs, we can register you for priority repair service. Faults for registered priority customers will be treated with high urgency to restore service promptly.
Alternative Billing Formats: We can provide your bills and this Code of Practice in alternative formats at no charge. This includes large print, Braille, or audio format, as well as electronic text (email or disk) if you have difficulty reading standard print. Simply let us know your preferred format.
Directory Assistance: We offer a free directory enquiries service for customers who are unable to use a phone book or online directory due to a disability. We can also help arrange for you to be registered with services that provide accessible directory assistance.
Bill Management and Payment: If you have difficulty paying your bill and are identified as vulnerable, we will provide additional support (as mentioned in our Billing section). We can set up a nominee (third-party) scheme where bills and inquiries can be handled by an authorised friend, relative, or caregiver if that helps.
If you have any special requirements not listed here, please contact us, and we will do our best to accommodate you. We can often find a solution by working together. We keep records of any special services you require so that our team is aware and can respond appropriately.
(Remember to notify us if your needs change or if you no longer require a special service.)
We take our obligations under data protection laws very seriously. Netix Digital is fully compliant with the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR). We ensure that your personal information is kept secure and used only for the purposes you have agreed to or as required to deliver our services to you. We will never share your personal data with third parties for marketing purposes without your explicit consent.
Some key points of our data protection policy:
We collect and process personal data only as necessary to provide services and support to you (e.g., contact details, billing information, and usage data for telecom services).
We protect your data using appropriate technical and organisational security measures.
You have the right to access the data we hold about you and to correct any inaccuracies. You may also have the right to request deletion or restrict processing of your data, subject to certain conditions.
We retain personal data only for as long as necessary.
Our full Privacy Policy is available on our website and outlines how we handle your information in detail.
If you have any concerns about privacy or how we use your data, please contact us at compliance@netix.digital. We will be happy to answer your questions.
Netix Digital aims to maintain high standards of service, but we recognise that occasionally things can go wrong despite our best efforts. We take customer complaints very seriously and aim to resolve them quickly and efficiently. If you have a complaint about any aspect of our service, we encourage you to review our Code of Practice for Complaint Handling and Dispute Resolution. This is a separate document that explains how to lodge a complaint and describes our internal escalation process.
Our Complaints Code of Practice provides information on how we handle complaints and your rights to seek an independent resolution if a dispute is not settled to your satisfaction. In summary:
You should first contact our Customer Service Team with your complaint. We have a structured process to investigate and resolve issues, and we will do our best to fix the problem.
If you are not satisfied with the outcome, the issue can be escalated within our company (to managers and ultimately to the Managing Director) for further review.
If we reach a point where we cannot resolve your complaint, or if eight weeks have passed since you first raised the issue, you have the right to refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme ofcom.org.uk. Netix Digital is a member of the Ombudsman Services: Communications scheme (now also known as the Communications Ombudsman), which is approved by Ofcom to provide fair and free-of-charge dispute resolution. The Complaints Code document and our team can provide you with details on how to contact the Ombudsman.
You can find a copy of our full Complaints Code on our website (typically in the “Legal” or “Support” section), or request a free copy by contacting our Customer Service Team. We will send it to you by email or post, as preferred.
Below are useful contacts for independent advice or to address specific issues relating to telecommunications services:
Communications Ombudsman (Ombudsman Services: Communications) – This is the ADR scheme that handles unresolved complaints between Netix Digital (as a provider) and our customers. If we cannot resolve your complaint, you can escalate it here.
Address: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU
Phone: 0330 440 1614
Email: enquiry@commsombudsman.org
Website: www.commsombudsman.org
(The Communications Ombudsman provides a free and impartial service to independently resolve disputes between customers and providers commsombudsman.org.)
Ofcom – Ofcom is the UK government-approved regulator for communications services, including telephone, broadband, and wireless services. While Ofcom does not resolve individual consumer complaints, they can offer advice and take note of issues with providers. You can contact Ofcom or visit their website for information on telecom consumer rights and regulations.
Address: Ofcom, Riverside House, 2a Southwark Bridge Road, London, SE1 9HA
Phone: 0300 123 3333 or 020 7981 3040
Email: contact@ofcom.org.uk
Website: www.ofcom.org.uk
Phone-paid Services Authority (PSA) – The PSA (formerly known as PhonepayPlus) is the regulatory body (under Ofcom) for premium rate and phone-paid services. If you have an issue with premium rate numbers (starting 09, 118, or certain 087/070 numbers) or SMS shortcodes, the PSA can investigate complaints and enforce standards. They provide information and consumer advice on avoiding scams or resolving problems with premium services.
Website: www.psauthority.org.uk
Phone: 0300 30 300 20 (PSA consumer helpline)
(The PSA can also provide a number checker tool on their website to identify services and providers behind premium rate charges.)
Telephone Preference Service (TPS) – The TPS is the official opt-out register where you can record your telephone number if you do not wish to receive unsolicited sales or marketing calls. It is free to use. Legitimate UK telemarketing companies are required to screen their call lists against the TPS and should not call any number that is registered.
Address: Telephone Preference Service, DMA House, 70 Margaret Street, London, W1W 8SS
Phone: 0845 070 0707
Website: www.tpsonline.org.uk (registration can be done online)
This General Code of Practice is reviewed regularly to ensure it remains up-to-date and in line with the latest regulations and company policies. (Last updated: June 2025.)
