VoIP
Terms &
Conditions

These Terms and Conditions are in addition to those governing our supply of fibre services and cover the supply and use of our Voice Over Internet Protocol, or VoIP service for short.

For information on available plans and call costs, please check the Pricing, Charges and Cancellation section of the site.

1. We will assign a phone number to you. If you wish to keep your existing number, notify us. We will try to accommodate this but cannot guarantee it. The number, if we provide it, and its rights belong to us or our provider; you cannot sell or transfer it.

2. We will share your contact details, including your phone number and address, with emergency services and, if needed, public communications and directory service providers. You may opt out when placing your order or later. We are not liable for third-party compliance with your listing request.

3. Your phone number and line are for private, residential use only. Using them for business purposes, including working from home, voids our liability for any business losses.

4. Your package fees and call rates are available in our Price Guide on our website. Updated rates will be posted on the website and take precedence over marketing materials.

5. If your call usage exceeds normal domestic use, we may:

• Restrict, suspend, or terminate your services, and/or
• Charge standard rates for excessive calls as outlined in the latest Price Guide.

6. Security or personal alarms and health monitors should be compatible with our network. Please verify compatibility with your provider; we accept no liability for incompatibility.

7. Our services require a broadband connection. Your router must remain plugged in and powered on to make or receive calls. In case of a power or network outage, phone services—including emergency calls—will not work. Keep a charged mobile phone for emergencies.

8. During a power or network outage, any connected security alarm, health monitor, or other device will not work. If a call is interrupted due to an outage, it may continue for up to 10 seconds and will be billed accordingly.

Number Porting

When purchasing a VoIP line, you may choose to:

• Receive a new telephone number
• Transfer an existing number from your previous provider

1.1 If you request number porting, the process typically takes 10 days from the point of order.

1.2 Cooling-Off Period & Cancellations:

• You have a 14-day cooling-off period under consumer protection laws.
• If you cancel within 10 days, the number port will be cancelled and you’ll receive a full refund.
• If you cancel after 10 days but within 14 days, the number will already have been transferred. A £15 admin fee applies to return it.
• If you cancel after 14 days, our standard contract cancellation terms apply.

1.3 All fees associated with number porting are non-refundable once the port is completed.

1.4 If you cancel after 10 days but within 14 days, you agree to the £15 return fee.

Contract Duration

2. We will provide and charge for services and equipment during the contract’s minimum term.

2.1 Your statutory cancellation rights remain unaffected.

2.2 Full contract terms are shared during order confirmation and in your summary documents.

2.3 Once the minimum term ends, your contract becomes a rolling 30-day agreement.

Cancellation and Suspension

3.1 You may cancel within 14 days of order acceptance. Tribe Fibre will refund payments excluding installation costs.

3.2 Cancelling after 14 days requires 30 days’ written notice. Early termination fees apply during the minimum term.

3.3 If a number has been ported and you cancel after 14 days, it may not be recoverable unless you explicitly request a return to your previous provider.

3.4 You may cancel without penalty if changes are made to terms or pricing that negatively impact you.

For more information, please visit our website.