Code of Practice
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This code provides information on how to contact Supanet, where to find information on Supanet services and what to do if you wish to make a complaint. We will ensure that the Code of Practice is kept up to date and relevant. The aim of this Code is to give you clear and relevant information. It does not affect your statutory rights, nor does it form part of your contract with us.
Quick links:
Supanet is an Internet Service Provider established in 1998, going live with free internet access in March 1999. We are one of the fastest growing ethical ISPs and have registered over a million subscribers to date.
In 2010 Supanet was acquired by Supatel Limited, a Cypriot company, as part of a European expansion plan to promote and develop the Supanet brand in other EU countries. Supatel Limited (which trades under the name "Supanet") has its registered office address at:
STADYL Building, Corner Them. Dervis-Florinis Street, CY-1065 Nicosia, Cyprus
Peering with IP Tier 1 carriers, Supanet is a partner with the leading providers of telecommunication services internationally and operates multiple POP locations for resilience and redundancy.
In 2010 Supanet entered into a reciprocal arrangement with Tpad Limited for the promotion of Tpad's VOIP services across Supanet's base in return for Tpad promoting Supanet Business products to Tpad customers.
The Supanet website can be found at www.supanet.com. Our UK support is outsourced to Total Care and Support Limited whose address is:
Supanet, TCS Support Centre, Time Technology Park, Blackburn Road, Burnley, Lancashire, BB12 7TW
For your information and in common with many service-related businesses, we may monitor and record calls to ensure quality of service is maintained and in order to serve you better. There are a number of different departments that handle specific issues. In order to get the most efficient service, it is recommended that all customers contact the department relevant to their specific query. The principal departments are:
For all account, payment and termination enquiries:
Please note, no technical or set-up queries can be handled on this line.
Supanet Talk products are carrier pre-select (CPS) or residential voice tariffs for home telephone customers.
For all account, payment and termination enquiries on Supanet Talk products:
Please note, no technical or set-up queries can be handled on this line.
For all setup, moving house and general queries relating to Supanet Talk products:
Should you experience a fault on your line please contact BT's fault repair service. Residential customers Freephone 0800 800 151, 24 hours a day, 7 days a week. Details of currently available Supanet Talk products, together with tariffs and FAQs, can be found at www.supanet.com/talk.
Broadband support for non-billing / account-related issues:
Broadband address or number changes:
Frequently Asked Questions may be found by visiting www.supanet.com/antivirus/av_faqs.
For editorial queries regarding content on the Supanet portal, or queries regarding content or interactive service partnerships, please email theeditor@supanet.com. You should allow up to two working days for a reply.
For enquiries regarding advertising on the Supanet portal and affiliate partnerships, please email advertising@supanet.net.uk.
For non-editorial issues relating to the Supanet portal, such as broken links or inoperative services, please email webmasterteam@supanet.net.uk.
To report abusive or offensive behaviour that is against Supanet's Acceptable Use Policy, please email abuse@supanet.net.uk. This email should be used to report abusive or offensive behaviour on Supanet message boards, in chat etc. The report will be investigated and appropriate action will be taken in line with our Terms & Conditions.
To contact our legal department, please email legal@supanet.net.uk.
Supanet has standard terms & conditions. There is a link at the foot of every web page on the Supanet portal to "Terms of use". This link includes full terms for the following, in PDF format:
Supanet complies with all relevant data protection legislation. More information about this, use of cookies and so forth can be found in our Privacy Policy.
Our customer service advisors are trained to resolve customer complaints as soon as they become aware of them and should be the first people you contact. If there's anything you're unhappy with after contacting customer services you can contact our team in the following ways and we will attempt to resolve your complaint as quickly and effectively as possible.
Please include the following information to help us investigate your complaint fully:
We aim to reply to every complaint we receive by post to this address within 7 working days from receipt of the complaint, however this may not always be possible due to circumstances out of our control.
We aim to provide an efficient and swift response to all customer problems. Problems that are unresolved will be escalated to the relevant department heads and managers until resolved. If you feel the response you have received has been inadequate or the problem has not been resolved, you may take further steps as detailed in our Complaints Policy. Supanet is also a member of Communications Ombudsman.
To find out how to register a complaint with Ombudsman Services, please visit www.commsombudsman.org.
Communications Ombudsman
You may also find the following addresses useful:
ISPA (Internet Service Providers' Association)
OFCOM (Office of Communications)
PhonepayPlus
Minimum contract period of 12, 18 or 24 months applies depending on the service you take. However, it is possible to upgrade your service at any time subject to the commencement of a new minimum contract term.
Should you wish to move to another supplier within your minimum contract period, you can do so following payment of the outstanding balance of your minimum contract term. For broadband, ordinarily you will also need to pay back the connection fee that we paid to our wholesale telecoms provider in order to provision your line. This is laid out clearly in our Terms & Conditions. Where possible, we will provide broadband customers wishing to migrate to other ISPs with a MAC-code, meaning they can transfer their broadband service without losing connectivity or having to cease their existing broadband line.
For no-ties products, where available, the minimum requirement is for a one-month notice of cancellation, again subject to relevant Terms & Conditions.
Customers can order online by visiting www.supanet.com, or alternatively contact us by telephone on freephone 0800 915 8188. Lines are open 9am–7pm Monday to Friday. Supanet does operate an outbound telesales team and customers may be contacted from time to time to be informed about offers, upgrades and new services, all of which will be subject to the appropriate distance selling regulations. Full details of customers' rights should be given at the time of purchase, including cooling off periods and other rights. Full details of products ordered and relevant Terms & Conditions will be sent in the post or by email.
Supanet services may also be sold through Supanet's approved partners. For details of current products and prices, please visit the Supanet portal and click "Sign up", or contact a sales advisor. For details of Supanet Talk products currently available, please visit www.supanet.com/talk/.
For a full list of available tariffs, including international charges, please visit www.supanet.com/talk/talk100/talk100_tariffs/.
If you wish to cancel any of your Supanet services please call 0800 915 8183. Lines are open 9am–7pm Monday to Friday. All cancellation requests are subject to the relevant Terms & Conditions. For pay as you go accounts, you will only be billed for what you use, so simply stop using the service and you will cease to be billed. The cost of your pay-as-you-go connection will appear on the regular phone bill provided by your telecoms company.
Supanet Talk products may be cancelled at any time subject to a notice period of not less than 30 days in writing to the address above, or by contacting the Supanet Talk Billing Department on 0845 120 4473 (calls charged at the national rate, lines open Mon–Fri 8:30am–5pm). There is no termination fee applicable to Supanet Talk products so long as cancellation requests are made within the requisite notice period.
Payment for Supanet subscription services will be in advance, on or around the 7th of each month, directly from your bank or credit card (subject to charge) depending on your payment method. You can view your bill around the 27th of each month by going to www.showmybill.com. Please note that the first collection will consist of one month advance billing plus a pro-rata charge covering the period from signup to the invoice date. As a result, your first bill only may be for an amount in excess of the standard monthly charge, notwithstanding any payments for hardware or connection charges. Thereafter you will be charged the standard monthly rate.
To change payment details, update credit card or direct debit details and so on, please visit www.showmybill.com. For all billing related enquiries, please contact the Supanet billing department on:
Alternatively you can write to the Billing Department at the address given above. Payment options for Supanet services include credit card for hardware payments and direct debit for monthly subscription services.
Customers may access information about their account by visiting www.showmybill.com. A Supanet username and password are required to log in. This facility provides customers with the ability to carry out a range of functions, including:
This site conforms to level Double-A of the W3C Web Content Accessibility Guidelines 1.0 including all Priority 1 and Priority 2 checkpoints defined in the Guidelines. The Web Content Accessibility Guidelines 1.0 explain how to make web content accessible to people with disabilities. Conformance with these guidelines helps to make the web more accessible to users with disabilities and will benefit all users.
To order a copy of this Code of Practice in large font, please contact the Supanet legal department at the email address given above.
Premium rate service calls are numbers that generally begin with 09, 118, 0871, 0872 and 0873. In the case of mobile services, premium rate service calls are four or five-digit short access codes followed by a descriptive key word.
Premium rate services offer information and entertainment through a variety of media including phone, internet, mobile and TV. Services range from sports results, voting and adult entertainment to competitions, chat lines, horoscopes and business information services. Premium rate service calls are typically more expensive than standard calls and operate on the basis of generating revenue for the service provider.
On request, Supanet can offer a facility for barring calls to premium rate numbers by calling our Talk support line on 0870 830 3122.
PhonepayPlus regulates premium-rate phone numbers and services in the UK to protect the consumer through its code of practice. PhonepayPlus investigates complaints about the promotion and operation of services that involve the use of a telephone connection via a premium-rate number. PhonepayPlus has power to impose sanctions if the code of practice is breached. The premium rate service provider is responsible for complying with most of the obligations imposed by the PhonepayPlus code of practice.
PhonepayPlus can only deal with complaints regarding premium rate numbers. Before submitting a complaint about a particular number, PhonepayPlus recommends that you visit its number checking facility about the number in question by using the PhonepayPlus website. There are a variety of ways to submit a complaint to PhonepayPlus:
The Telephone Preference Service (TPS) is an opt-out register enabling people to register their wish not to receive unsolicited sales and marketing telephone calls. It is a legal requirement that companies do not make unsolicited sales and marketing calls to numbers registered on the TPS, unless they have your consent to do so. You can register on the TPS free of charge by going to www.tpsonline.org.uk/tps/ or by calling them on 0845 070 0707.
The Fax Preference Service (FPS) is an equivalent register enabling people to register their wish not to receive unsolicited sales and marketing faxes. You can register on the FPS free of charge by going to www.mpsonline.org.uk/fps/what/ or calling them on 0845 070 0702.
Number translation service calls are calls to certain numbers identified in the National Telephone Numbering Plan as "special service" numbers. Such numbers are typically prefixed by "08", such as 0845, 0870 and 0800 Freephone numbers. NTS numbers are used by organisations and individuals to provide a wide range of services, including sales lines, customer service / enquiries and recorded information services. Our charges for certain number translation service calls can be found on our website www.supanet.com/talk/tariffs/.
If you have any queries or concerns about premium rate or number translation services, or if you would like to discuss any charges for premium rate or number translation services found on your bill, please call Supanet Talk customer services on 0845 120 4473.
We aim to make it as easy as possible for customers with questions or problems to find the help they require online, either by visiting one of the web addresses already given or in our comprehensive online Help section. This area provides answers to Frequently Asked Questions, help with setting up connections and email settings and a large number of other common issues faced by users of ISP services.
The Help pages and tutorials can be found at www.supanet.com/help. Further more specific information and advice about broadband can be found by visiting www.supanet.com/broadband/.
This Code of Practice is available free of charge on our website, www.supanet.com. Alternatively, you can call Supanet Talk customer services on 0845 120 4473 to request a free hard copy.
This code provides information on how to contact Supanet, where to find information on Supanet services and what to do if you wish to make a complaint. We will ensure that the Code of Practice is kept up to date and relevant. The aim of this Code is to give you clear and relevant information. It does not affect your statutory rights, nor does it form part of your contract with us.
Quick links:
Supanet is an Internet Service Provider established in 1998, going live with free internet access in March 1999. We are one of the fastest growing ethical ISPs and have registered over a million subscribers to date.
In 2010 Supanet was acquired by Supatel Limited, a Cypriot company, as part of a European expansion plan to promote and develop the Supanet brand in other EU countries. Supatel Limited (which trades under the name "Supanet") has its registered office address at:
STADYL Building, Corner Them. Dervis-Florinis Street, CY-1065 Nicosia, Cyprus
Peering with IP Tier 1 carriers, Supanet is a partner with the leading providers of telecommunication services internationally and operates multiple POP locations for resilience and redundancy.
In 2010 Supanet entered into a reciprocal arrangement with Tpad Limited for the promotion of Tpad's VOIP services across Supanet's base in return for Tpad promoting Supanet Business products to Tpad customers.
The Supanet website can be found at www.supanet.com. Our UK support is outsourced to Total Care and Support Limited whose address is:
Supanet, TCS Support Centre, Time Technology Park, Blackburn Road, Burnley, Lancashire, BB12 7TW
For your information and in common with many service-related businesses, we may monitor and record calls to ensure quality of service is maintained and in order to serve you better. There are a number of different departments that handle specific issues. In order to get the most efficient service, it is recommended that all customers contact the department relevant to their specific query. The principal departments are:
For all account, payment and termination enquiries:
Please note, no technical or set-up queries can be handled on this line.
Supanet Talk products are carrier pre-select (CPS) or residential voice tariffs for home telephone customers.
For all account, payment and termination enquiries on Supanet Talk products:
Please note, no technical or set-up queries can be handled on this line.
For all setup, moving house and general queries relating to Supanet Talk products:
Should you experience a fault on your line please contact BT's fault repair service. Residential customers Freephone 0800 800 151, 24 hours a day, 7 days a week. Details of currently available Supanet Talk products, together with tariffs and FAQs, can be found at www.supanet.com/talk.
Broadband support for non-billing / account-related issues:
Broadband address or number changes:
Frequently Asked Questions may be found by visiting www.supanet.com/antivirus/av_faqs.
For editorial queries regarding content on the Supanet portal, or queries regarding content or interactive service partnerships, please email theeditor@supanet.com. You should allow up to two working days for a reply.
For enquiries regarding advertising on the Supanet portal and affiliate partnerships, please email advertising@supanet.net.uk.
For non-editorial issues relating to the Supanet portal, such as broken links or inoperative services, please email webmasterteam@supanet.net.uk.
To report abusive or offensive behaviour that is against Supanet's Acceptable Use Policy, please email abuse@supanet.net.uk. This email should be used to report abusive or offensive behaviour on Supanet message boards, in chat etc. The report will be investigated and appropriate action will be taken in line with our Terms & Conditions.
To contact our legal department, please email legal@supanet.net.uk.
Supanet has standard terms & conditions. There is a link at the foot of every web page on the Supanet portal to "Terms of use". This link includes full terms for the following, in PDF format:
Supanet complies with all relevant data protection legislation. More information about this, use of cookies and so forth can be found in our Privacy Policy.
Our customer service advisors are trained to resolve customer complaints as soon as they become aware of them and should be the first people you contact. If there's anything you're unhappy with after contacting customer services you can contact our team in the following ways and we will attempt to resolve your complaint as quickly and effectively as possible.
Please include the following information to help us investigate your complaint fully:
We aim to reply to every complaint we receive by post to this address within 7 working days from receipt of the complaint, however this may not always be possible due to circumstances out of our control.
We aim to provide an efficient and swift response to all customer problems. Problems that are unresolved will be escalated to the relevant department heads and managers until resolved. If you feel the response you have received has been inadequate or the problem has not been resolved, you may take further steps as detailed in our Complaints Policy. Supanet is also a member of Communications Ombudsman.
To find out how to register a complaint with Ombudsman Services, please visit www.commsombudsman.org.
Communications Ombudsman
You may also find the following addresses useful:
ISPA (Internet Service Providers' Association)
OFCOM (Office of Communications)
PhonepayPlus
Minimum contract period of 12, 18 or 24 months applies depending on the service you take. However, it is possible to upgrade your service at any time subject to the commencement of a new minimum contract term.
Should you wish to move to another supplier within your minimum contract period, you can do so following payment of the outstanding balance of your minimum contract term. For broadband, ordinarily you will also need to pay back the connection fee that we paid to our wholesale telecoms provider in order to provision your line. This is laid out clearly in our Terms & Conditions. Where possible, we will provide broadband customers wishing to migrate to other ISPs with a MAC-code, meaning they can transfer their broadband service without losing connectivity or having to cease their existing broadband line.
For no-ties products, where available, the minimum requirement is for a one-month notice of cancellation, again subject to relevant Terms & Conditions.
Customers can order online by visiting www.supanet.com, or alternatively contact us by telephone on freephone 0800 915 8188. Lines are open 9am–7pm Monday to Friday. Supanet does operate an outbound telesales team and customers may be contacted from time to time to be informed about offers, upgrades and new services, all of which will be subject to the appropriate distance selling regulations. Full details of customers' rights should be given at the time of purchase, including cooling off periods and other rights. Full details of products ordered and relevant Terms & Conditions will be sent in the post or by email.
Supanet services may also be sold through Supanet's approved partners. For details of current products and prices, please visit the Supanet portal and click "Sign up", or contact a sales advisor. For details of Supanet Talk products currently available, please visit www.supanet.com/talk/.
For a full list of available tariffs, including international charges, please visit www.supanet.com/talk/talk100/talk100_tariffs/.
If you wish to cancel any of your Supanet services please call 0800 915 8183. Lines are open 9am–7pm Monday to Friday. All cancellation requests are subject to the relevant Terms & Conditions. For pay as you go accounts, you will only be billed for what you use, so simply stop using the service and you will cease to be billed. The cost of your pay-as-you-go connection will appear on the regular phone bill provided by your telecoms company.
Supanet Talk products may be cancelled at any time subject to a notice period of not less than 30 days in writing to the address above, or by contacting the Supanet Talk Billing Department on 0845 120 4473 (calls charged at the national rate, lines open Mon–Fri 8:30am–5pm). There is no termination fee applicable to Supanet Talk products so long as cancellation requests are made within the requisite notice period.
Payment for Supanet subscription services will be in advance, on or around the 7th of each month, directly from your bank or credit card (subject to charge) depending on your payment method. You can view your bill around the 27th of each month by going to www.showmybill.com. Please note that the first collection will consist of one month advance billing plus a pro-rata charge covering the period from signup to the invoice date. As a result, your first bill only may be for an amount in excess of the standard monthly charge, notwithstanding any payments for hardware or connection charges. Thereafter you will be charged the standard monthly rate.
To change payment details, update credit card or direct debit details and so on, please visit www.showmybill.com. For all billing related enquiries, please contact the Supanet billing department on:
Alternatively you can write to the Billing Department at the address given above. Payment options for Supanet services include credit card for hardware payments and direct debit for monthly subscription services.
Customers may access information about their account by visiting www.showmybill.com. A Supanet username and password are required to log in. This facility provides customers with the ability to carry out a range of functions, including:
This site conforms to level Double-A of the W3C Web Content Accessibility Guidelines 1.0 including all Priority 1 and Priority 2 checkpoints defined in the Guidelines. The Web Content Accessibility Guidelines 1.0 explain how to make web content accessible to people with disabilities. Conformance with these guidelines helps to make the web more accessible to users with disabilities and will benefit all users.
To order a copy of this Code of Practice in large font, please contact the Supanet legal department at the email address given above.
Premium rate service calls are numbers that generally begin with 09, 118, 0871, 0872 and 0873. In the case of mobile services, premium rate service calls are four or five-digit short access codes followed by a descriptive key word.
Premium rate services offer information and entertainment through a variety of media including phone, internet, mobile and TV. Services range from sports results, voting and adult entertainment to competitions, chat lines, horoscopes and business information services. Premium rate service calls are typically more expensive than standard calls and operate on the basis of generating revenue for the service provider.
On request, Supanet can offer a facility for barring calls to premium rate numbers by calling our Talk support line on 0870 830 3122.
PhonepayPlus regulates premium-rate phone numbers and services in the UK to protect the consumer through its code of practice. PhonepayPlus investigates complaints about the promotion and operation of services that involve the use of a telephone connection via a premium-rate number. PhonepayPlus has power to impose sanctions if the code of practice is breached. The premium rate service provider is responsible for complying with most of the obligations imposed by the PhonepayPlus code of practice.
PhonepayPlus can only deal with complaints regarding premium rate numbers. Before submitting a complaint about a particular number, PhonepayPlus recommends that you visit its number checking facility about the number in question by using the PhonepayPlus website. There are a variety of ways to submit a complaint to PhonepayPlus:
The Telephone Preference Service (TPS) is an opt-out register enabling people to register their wish not to receive unsolicited sales and marketing telephone calls. It is a legal requirement that companies do not make unsolicited sales and marketing calls to numbers registered on the TPS, unless they have your consent to do so. You can register on the TPS free of charge by going to www.tpsonline.org.uk/tps/ or by calling them on 0845 070 0707.
The Fax Preference Service (FPS) is an equivalent register enabling people to register their wish not to receive unsolicited sales and marketing faxes. You can register on the FPS free of charge by going to www.mpsonline.org.uk/fps/what/ or calling them on 0845 070 0702.
Number translation service calls are calls to certain numbers identified in the National Telephone Numbering Plan as "special service" numbers. Such numbers are typically prefixed by "08", such as 0845, 0870 and 0800 Freephone numbers. NTS numbers are used by organisations and individuals to provide a wide range of services, including sales lines, customer service / enquiries and recorded information services. Our charges for certain number translation service calls can be found on our website www.supanet.com/talk/tariffs/.
If you have any queries or concerns about premium rate or number translation services, or if you would like to discuss any charges for premium rate or number translation services found on your bill, please call Supanet Talk customer services on 0845 120 4473.
We aim to make it as easy as possible for customers with questions or problems to find the help they require online, either by visiting one of the web addresses already given or in our comprehensive online Help section. This area provides answers to Frequently Asked Questions, help with setting up connections and email settings and a large number of other common issues faced by users of ISP services.
The Help pages and tutorials can be found at www.supanet.com/help. Further more specific information and advice about broadband can be found by visiting www.supanet.com/broadband/.
This Code of Practice is available free of charge on our website, www.supanet.com. Alternatively, you can call Supanet Talk customer services on 0845 120 4473 to request a free hard copy.
