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 UK. 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 Limited, a company registered in England with number 03980594.
Our registered office is Devonshire Green House, 14 Fitzwilliam Street, Sheffield S1 4JL.
In some cases, for example if you are a business customer, we may act through one of our group companies.
4. THE SERVICES WE PROVIDE
We provide wired and wireless internet access to multi-tenanted residential buildings. We also provide related
online services such as VoIP services. Further details on the services we are provide are set out in our Help and
Support pages available at: https://support.ask4.com/help-support/.
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://support.ask4.
com/other/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.
Calls made by our VoIP service are charged on a pre-paid basis and there is no minimum contract period. Charges
are available online at http://portal.ask4.com/support/4voice-tariffs/.
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
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 to 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 to our residential service where you pay by monthly direct debit or take a business service,
your service will automatically end once the minimum term expires. If you continue to take a residential or
business service after your minimum term, you 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,
Boxing Day, 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/other/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 are depended on the connectivity we can
offer to a specific site. Please contact sales@ask4.com for more information.
11. 999 CALLS AND 4VOICE
The 4Voice or other VoIP services we may provide to business customers may be used to connect to emergency
services (by dialing 999).
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 emergence 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.
__________
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’VE 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: 0114 303 3232 if you’re within the UK or, if you’re outside of the UK see: https://support.ask4.com/
other/contact-us/
Email: complaints@ask4.com
The quickest way to get in touch with us is raise a complaint if you have raised an issue and are not satisfied in
how it has been dealt with is via the online form available here.
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 compliant 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 compliant 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 compliant 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 complaints
code of practice and the outcome of our investigation in writing.
4. IF WE CANNOT RESOLVE YOUR ISSUE
If we have not resolved your complaint to your satisfaction after 8 weeks or if you have received a letter from us
saying that your complaint has reached “deadlock”, you may make a complaint through the Ombudsman Service.
The Ombudsman Service is a free independent alternative dispute resolution scheme.
You can find more information on the Ombudsman Service at: www.ombudsman-services.org/communications.
html or contact them on the details below:
Post: Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU
Telephone: 0330 440 1614 or 0330 440 1600 (text phone)
E-mail: enquiries@os-communications.org
Where we reach “deadlock” will also inform you about your right to go to the Ombudsman Service.
Please be aware that the Ombudsman cannot deal with commercial policy decisions like our decisions on where to
supply our service or the prices we set. They also cannot deal with complaints from businesses with more than 10
employees.
Also 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
You’ll need the details below to do this:
Name: Ask4 Limited
Website: https://support.ask4.com/other/contact-us/
Our location: Devonshire Green House, 14 Fitzwilliam Street, Sheffield S1 4JL
Our email address: complaints@ask4.com
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
This Code of Practice is published online at https://support.ask4.com/other/terms-of-use/.
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.