GoFibre Switching Credit Terms and Conditions – Residential Customers

1.1 What is the GoFibre Switching Credit scheme?

To support customers who wish to start enjoying GoFibre's services as soon as possible, GoFibre will offer a switching credit worth up to £100 to any residential customer who signs up to GoFibre through one of our telesales or field advisors and incurs early termination charges when switching their broadband from their previous provider.

1.2 How do I claim a Switching Credit?

In order to claim a switching credit you must first order GoFibre broadband through one of our telesales or field advisors. We recommend that you do not cancel your existing broadband service until your new GoFibre broadband has been activated to ensure that you do not suffer any loss of service.

Once your GoFibre account has been activated and you have paid your previous provider any early termination charges you owe, you will need to provide GoFibre with the information listed below to allow us to process your claim:

Your name and address;

Your GoFibre account number;

A copy of the final bill from your previous provider showing the early termination charges; and

Evidence that the early termination charges have been paid – this could be a copy of a bank or credit card statement showing the relevant payment. Any other payments included on the statement may be redacted or covered.

All information relating to your application to receive a switching credit should be sent by email to switching@gofibre.co.uk. In order to ensure that your application is processed as quickly as possible please include the words Switching credit in the subject line of your email. If you do not include the words Switching credit in the subject line of your email, this may result in delays to the processing of your application.

In order to receive a switching credit, the information listed above must be provided to GoFibre within 90 days of your GoFibre account being activated. If the information listed above is not provided to GoFibre within 90 days of your GoFibre account being activated, GoFibre retain the right to refuse your application.

1.3 What if the bill from my previous provider doesn't show any early termination charges?

To process your application, we need a copy of your final bill showing the itemised breakdown of charges incurred by you for leaving your contract with your previous provider early. We refer to these charges as early termination charges, but your previous provider may refer to them differently. For example, they may refer to these charges as cancellation, cessation, contract break or cancel service fees or charges.

If your previous supplier does not charge you any early termination or equivalent charges for switching your broadband to GoFibre, you will not be entitled to receive any switching credit.

1.4 How will my Switching Credit be calculated?

If you switch your broadband to GoFibre and your current broadband provider charges you for any monthly payments due after you leave, we will credit your GoFibre account by an amount up to £100.

The value of the switching credit applied to your account will be capped at the lower of (i) the amount that you are charged by your previous provider for cancelling your broadband package and (ii) £100. This means that if your previous provider charges you £100 or less to cancel your broadband package the value of the switching credit applied to your account will be equal to the value of the early termination charges. If your previous provider charges you more than £100 to cancel your broadband package the value of the switching credit applied to your account will be £100.

For the avoidance of doubt, when calculating the value of your switching credit GoFibre shall not take into account any amounts which you are charged in respect of outstanding call charges or any charges which you incur for cancelling any TV services provided to you by your previous provider.

1.5 When will I receive my Switching Credit?

GoFibre will process any successful claims for switching credits within 7 days of the application being made. You will receive an email from GoFibre to confirm whether your application has been successful. If your application has been successful your email will also notify you that the switching credit has been applied to your GoFibre account.

1.6 How does the Switching Credit work?

Once applied to your GoFibre account your switching credit will be deducted from the price of any recurring payments due by you to GoFibre until the total value of the switching credit has been used. This would include any monthly charges for Fibre products, along with additional recurring charges for products such as Wi-Fi extenders.

The switching credit will not be deducted from the price of any one-off charges which you incur such as excess engineering charges or one off purchases of products such as cabling.

1.7 What happens if I cancel my contract with GoFibre without using all of my Switching Credit?

The switching credit may only be deducted from the price of any recurring payments due by you to GoFibre. GoFibre shall not be required to refund the value of any switching credit remaining on your account to you if you decide to terminate your contract with GoFibre prior to the total value of the switching credit having been used.

1.8 What other terms apply to my GoFibre Plan?

Any GoFibre plan which you purchase will be subject to General Terms and Conditions of Service (Residential Customers) available at gofibre.co.uk/terms-and-conditions/full/.