Code of Practice (CoP)

As a supplier of Broadband ADSL products and services we are required by Ofcom to publish a Code of Practice (COP) outlining the key information concerning the services we provide, our support procedures and complaints resolution process.

We also recommend reading our Broadband Terms & Conditions.

Contact Details

You can contact Firenet Ltd by telephone, e-mail, fax and post.

Sales Enquiries:

Telephone:
02892 707070
E-mail:
sales@firenet.co.uk
Fax:
0844 991 0090
Address:
Firenet Ltd
4 Windsor Avenue
Lurgan
County Armagh
BT67 9BG

Technical Support

Telephone:
02892 707070
E-mail:
support@firenet.co.uk
Fax:
0844 991 0090
Address:
Firenet Ltd
4 Windsor Avenue
Lurgan
County Armagh
BT67 9BG

Billing Enquiries:

Telephone:
02892 707070
E-mail:
ispbilling@firenet.co.uk
Fax:
0844 991 0090
Address:
Firenet Ltd
4 Windsor Avenue
Lurgan
County Armagh
BT67 9BG

Services

Broadband ADSL, Broadband SDSL, Dialup Internet access & Leased Lines.

Ordering

You can order our products and services online via our website (http://www.firenet.co.uk) or via telephone, where our sales advisors will also be happy to answer any questions about our product range.

Pricing

We always aim to ensure that all pricing information clearly states which charges are included or excluded, and make all reasonable endeavours to ensure pricing information is accurate, and up-to-date at the time it was published. You will find our current pricing on our website (http://www.firenet.co.uk).

Many products offer annual, or bi-annual billing arrangements, although some Internet access solutions are paid for monthly by credit or debit card.

Refunds & Compensation Policy

Refunds and compensation will be considered on a "per case" basis depending upon the package you have with us, and the circumstances that have created such a request.

Terms & Conditions

Our terms and conditions, along with details contained on certain pages of our website during special offers contain information pricing and contract details. We therefore strongly advise customers to read them carefully before signing up to avoid any confusion or disappointment.

Terms and conditions including details of our minimum contract period, along with cancellation procedures can be found within our Terms & Conditions at http://www.firenet.co.uk/terms.asp

Complaints Resolution

We pride ourselves on offering a high level of service to all our customers, however we understand that sometimes things go wrong and misunderstandings can occur.

If you are already speaking to a member of our sales, support or customer services team your first course of action should be to address the matter with them, quite often complaints can be resolved immediately where a simple misunderstanding has occurred.

You are welcome to ask to speak to another member of our staff about the matter, or have the issue raised with a more senior staff member, by calling us on on 0113 332 0959 or e-mailing: support@firenet.co.uk.

If you are dissatisfied with the solution offered, then we request that you raise a formal complaint by writing to us at:

Managing Director
4 Windsor Avenue
Lurgan
County Armagh
BT67 9BG

We will investigate, respond to (within 3 working days), and conclude efficiently, professionally and in a timely manor any complaint submitted.

To help us know the facts please include any past correspondence, your full account information, brief summary of the issue you would like investigated, and your preferred resolution.

Alternative Dispute Resolution

If you have still been unable to resolve your complaint satisfactory after a period of 8 weeks or if we write to you to say that "deadlock" has been reached, you may refer your complaint to the Communications and Internet Services Adjudication Scheme (CISAS) of which we are a member.

You can write to CISAS at:

        CISAS
        24 Angel Gate
        City Road
        London
        EC1V 2PT 
        

Alternatively you can telephone them on 020 7520 3814, e-mail info@cisas.org.uk or visit their website at: www.cisas.org.uk.

How to obtain this code of practice

This code of practice is published on our website (http://www.firenet.co.uk). Additional copies are available on request free of charge to any domestic and small business customer. It is also available in large print if required.

Additional information

This Code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice can be found on Ofcom’s Web site.

© 2010 Firenet Ltd - part of the Fast Group - Company number NI039283 registered in England & Wales.
Registered office: 4 Windsor Avenue, Lurgan, County Armagh, BT67 9BG.