Code of Practice

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Our Standards, Processes & Proceedures

We've created our Code of Practice to simplify and explain some of our standards, processes & proceedures. You can find clear information on matters such as contacting Vispa, faults, making a complaint, refunds & more.



Our Customer Service
We always aim to provide excellent service for our customers and to deal with any complaints in a fair and impartial manner. Our standards and procedures are outlined below. These include how to proceed if, on occasion, you feel we have let you down.
Our Terms & Conditions
We have standard Terms and Conditions for our service, shown on our website at http://www.vispa.net/about-terms.php

We aim to install service on your telephone line(s) or property within 14 working days of accepting your application. If we have to refuse your application, we will let you know. In some cases there may be a delay but we'll keep you informed.
Changes to Your Details
When you call to tell us of any changes to your details, or to inform us that a customer has died, we aim to amend all our records immediately. When you write to us about the same matters, we aim to amend all our records within five working days of receiving your letter.
Cancelling Your Service
You may cancel your service by writing to us by post or email. If you choose to cancel by email, you must sign and scan a letter for security reasons.

You have the right to cancel your service without penalty if we decide to increase our prices by more than 10%.

If you do not wish to accept a price increase, you must write and tell us within 14 days of our telling you about the increase. We will then cancel your service and will not apply the increase to your final bill.

The service takes up to one month to cancel. You remain responsible for all calls & charges made on your line(s) until the service is cancelled.

We may cancel your service immediately. If we do this, we will write to you by email or at the address on your application form, or any address you later register for billing purposes. The cancellation will be e ective from the date stated in the letter.
Our Customer Service Helpline & Ticket System
We currently provide a customer advice and technical helpline from 9am to 5pm Monday to Friday. This excludes Christmas Day, Boxing Day and Easter bank holidays.

Calls cost standard local rate (correct at time of publication). You can contact the technical helpline on 0330 088 5800.

We also believe you should be able to talk to people rather than machines, and will try to answer your calls as quickly as possible.

Outside of these hours, you may open a support ticket by emailing support@vispa.net or visiting our online helpdesk at https://support.vispa.net.uk.
Our Replies to Correspondance
We will aim to act on or reply to all email tickets within 12 hours and letters within five working days.
Our Quality of Service & Repairs
If a fault occurs, we would advise you initially to contact our technical services helpline on 0330 088 5800 or by emailing support@vispa.net. This is currently available from 9am to 5pm Monday to Friday. This excludes Christmas Day, Boxing Day and Easter bank holidays. Calls cost Local Rate.

Our target time for fixing your faults is no more than 72 hours and usually we will be able to resolve them over the phone. If a problem a affects a large number of customers, such as a server problem or system failure, our target time for fixing the fault is no more than 24 hours.

Please note that, in the event of a server fault, we do not back up individual customers’ e-mails or personal webspace. This means you could lose information in the event of such a fault. We suggest you save information locally as well as on our systems.
Payment Details
You can pay your charges for your services each month by Direct Debit or using your Debit or Credit Card. We prefer Direct Debit and payment by card will incur a £2 per month surcharge.

If we cannot debit our charges to your account for any reason, you agree to pay them immediately on request or we may suspend your service.
Charges by Vispa
Please check our website at www.vispa.net for our up-to-date rates, or contact our customer services team on 0330 088 5800.

All prices quoted include VAT unless otherwise stated.

You are responsible for all calls made using your number(s). We will generally send you a bill for all calls made from your line(s) within 30 days of the end of each month.

If you have a query on your bill, please call our customer services team on 0330 088 5800. If we have made a mistake on your bill, we will adjust it or credit a refund to your account.

If you question any charge on your bill, our customer service team will initially look into it and refer details to our accounts team for detailed checks.

If you question any charge on your bill, you do not have to pay that part of the bill while dispute procedures are being followed.

If you are not satis ed with our response to any dispute, please follow our complaints procedure.

If you are late in paying or refuse to pay your bill, Vispa reserves the right to charge interest at four percent above Natwest's published base rate until we collect the payment.
Cease Charges
BT Openreach and our suppliers charge a fee to terminate a broadband or phone line service (just as they charge to install/activate it). Upon cancelling your service, we will advise you of the cease fee and a final bill will be raised. It may take up to 30 days for the final bill to be emailed to you.
Engineer Visits
When a Vispa or BT engineer attends your property, we will advise you of charges that may be automatically incurred. These charges may be automatically applied to your account without notice up to 90 days after the appointment. Examples of such charges are:

  • Missed appointments (where the engineer cannot gain access).
  • No Fault or Fault outside of Vispa's / BT's responsiblility.
  • Special Fault Diagnostics or Time Related Charges (e.g. moving a cable)
Other Charges
While you are using our service, you will also need to pay all your normal charges for telephony services to BT or any other service provider unless your landline is also transferred to Vispa. This includes charges such as line and equipment rental, engineer charges, service charges and any calls that are not routed through our service.

If you suspend your line rental with BT, this can result in BT cancelling your Vispa service.

Your line rental charge to BT includes payment for maintenance cover. Please refer to the BT Customer Service Guarantee for details of its guarantees and availability. We are not responsible for any charges incurred by BT maintenance or fault repairs. If either BT’s equipment or your telephone is faulty, we are not responsible for any charges incurred in putting it right.

Suspension
We will always try to warn you of any suspension to our service. However, we may have to suspend it at any time without being able to give you prior notice. This would be for reasons beyond our control, such as maintenance or an act of government.

We may need to suspend your service to protect ourselves or other customers, in cases where we detect that you have a virus. We understand that customers rarely use such software maliciously or even knowingly, but ring support, who will explain why suspension has taken place and advise you what needs to be done to restore normal use.

We may also suspend your service in circumstances of unusual use. This may happen, for example, where the number of calls or charges for calls has increased significantly and we suspect that someone may be defrauding you. We would always try to contact you before taking such action.

We will try to minimise the inconvenience caused by any suspension of your service, but we are not responsible for any financial loss you may suffer as a result.

There is no charge for reconnection of the service after suspension.

Disconnection
We reserve the right to disconnect you from the service after two consecutive months of non-payment of bills sent to your email address. However, if you are having diffculty paying the bill, please call our customer services team on 0330 088 5800.

If we are about to disconnect you, we will write to you giving you final notice and the date of disconnection.

If you receive final notice and wish to continue using the service, please contact our customer services team on 0330 088 5800 as soon as you can.

If we disconnect you from our service, we reserve the right to refuse reconnection to you and your address.

If you are disconnected by mistake, we will not charge for reconnection, but it may take up to 21 working days.
Complaints
If you have a complaint about any aspect of the Vispa ISP Service, please call our customer services team on 0844 979 8888 or email complaints@vispa.net

If the team cannot resolve the complaint, please contact:

The Customer Relations Manager,
Vispa Limited
Delta House
Wavell Road
Manchester
M22 5QZ

Vispa is committed to customer service. We will try to resolve any complaint or dispute to your satisfaction as quickly as possible. If we do not do so, please contact:

The Board of Directors,
Vispa Limited
Delta House
Wavell Road
Manchester
M22 5QZ

We will reply to all complaints within five working days of receipt. We will give you a full explanation or, where appropriate, an update.

If our investigation of a complaint takes more than 14 working days, we will keep you updated of its progress. There will be no more than 10 working days between updates. You will also be given a named Vispa contact who is responsible for your case. This person will give you updates on the progress of your complaint.
Office of Telecommunications (Ofcom)
If any complaint you have is not resolved through Vispa, you have the right to contact Ofcom:

Ofcom Contact Centre Riverside House
2a Southwark Bridge Road London
SE1 9HA

Telephone: 0300 123 3333 or 020 7981 3040

Or you can visit Ofcom’s website at www.ofcom.org.uk to lodge your complaint.
Arbitration of disputes
If you and Vispa cannot agree whether we should uphold a complaint, you can refer the dispute for arbitration by The Ombudsman Service.

You can contact the The Ombudsman Service at the number and address below. Please note that The Ombudsman Service will normally only accept a complaint if either:

• we have sent you a letter stating that we are unable or unwilling to resolve your complaint to your satisfaction when we will remind you that the The Ombudsman Service arbitrate; or

• we have not sent you such a letter within eight weeks of when you first put your complaint to us.

The Ombudsman Service provides a free arbitration service for existing and prospective customers, independently investigating unresolved complaints in accordance with the terms and conditions shown at https://www.ombudsman-services.org

To open a complaint with The Ombudsman Service, visit Make a Complaint

Refunds
If we can identify errors on your charges or bill, we will refund the relevant charges on your next bill. Vispa will not refund any charges incurred on your line caused by BT or other operators’ maintenance. When we make a refund for disputed calls to specified numbers, we will normally bar future calls to that number or a similar range of numbers. This includes premium-rate services.
Communicating With Our Customers
We communicate with our customers in various ways including telephone, through our website at www.vispa.net, letter and e-mail. Any annoucements & pricing changes will be published at https://support.vispa.net.uk/announcements
Code of Practice Review
This code is reviewed regularly, as required by the regulator. Customers will be informed of any changes to the Code of Practice. Code of Practice effective date - 22/06/2017

Please note that all previous versions of this code are replaced by this version from the effective date. If you continue to use the service after two weeks from being informed of any changes, we will assume that you have accepted these changes.
Data Protection
We may share personal data about you with our other group companies and our agents at Vispa . We keep this information securely on our computers to give you high standards of service when administering the products you buy from us and when contacting you about orders and services that may interest you.

We may also use this data for assessments of our business performance, statistical analysis and to carry out market research. We may send you information by post, telephone, fax or e-mail about other products and services which may interest you, unless:

• you contact us or use the regular opportunities we give you to state which channels and products you do not wish to use or hear about, or

• you tell us you prefer not to receive direct marketing.
Social responsibility
We recognise that our customers wish to access as wide a range of communications and information on the Internet as possible, and we do not wish to restrict this access. However, we do not knowingly permit the transmission of, or access to, material that the UK authorities regard as unlawful.

We transmit a vast amount of information daily, so we cannot monitor everything that passes through our system. We believe it is for the original content provider to ensure that the material it puts on the Internet is lawful, and we do not limit access to material unless the authorities notify us that it is unlawful.

In the UK, the Internet Watch Foundation (IWF) coordinates the monitoring of unlawful material. The foundation is supported by UK ISPs, the Department of Trade and Industry and Police Authorities. If the authorities regard information as unlawful, the IWF informs ISPs like us, and we take steps to prevent access to it.

If you feel that any site breaches UK law, you should contact the IWF hotline and draw its attention to the site. You can see details on www.internetwatch.org.uk and at the end of this document.

We reserve the right to suspend or terminate your ISP Service if it is used in any way that we, in our sole judgement, consider to be inappropriate, o ensive or undesirable or if there is a chance of infringing the right of any third party.
Recommendations for Children
If children sometimes use your computer, we suggest that you:

• do not allow them to have unsupervised access to the Internet or to know your password; and

• consider downloading and running an application that allows you to restrict access from your computer to certain areas of the Internet. The IWF provides a guide to safe sur ng, as well as guidance for parents and children.

You can see this information at: www.internetwatch.org.uk
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