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Special termsBusiness broadband andsuperfast businessBroadbandVersion 6 (SoHo & SME)This document tells you about our business broadband and superfast business broadband service. Thesespecial terms, along with our standard terms and conditions, explain exactly how we’ll work with you. We’vedone our best to cover everything, but if there’s anything you’d like to check, just call our CustomerServices team on 0800 052 0800.Definitions andinterpreting thisdocumentdomain name means the domain nameor names set out on the order form orany other domain name you and weagree in writing.initial start date means the servicestart date of the first service (or part ofthat service) to be installed under aparticular order form.In these special terms, words and termsmean the same as they do in ourstandard terms and conditions unlessthese special terms give a differentmeaning.internet service means our internetservice forming part of the service fromtime to time.Where the following words are printed inbold in these special terms, they havethe meanings set out below.internet software means our softwaresupplied to you in connection with theinternet service.acceptable use policy is the documentwhich sets out the rules for using theservice.LAN means the local area network,which is a wired ethernet network on yourside of the NTE.BT means British Telecommunicationsplc.linked sites means third party websitesthat can be visited from links on ourwebsite.CPS service (carrier pre-select service)is a service that lets you make calls overour network even though your officesmay be outside the area our networkcovers.NTE (network terminating equipment)means the service equipment orpurchased equipment that connects toour communications network andallows you to connect your internetprotocol devices (such as switches,personal computers and printers) to ourcommunications network.centrex is a network-based, managedservice providing similar capability as aprivate automatic branch exchange(switchboard).communication service means anyservice offering communication facilitiesdesigned to allow people to communicatewith others, including by email andthrough forums and online communities.CPE (customer premises equipment)means equipment you buy from us foryou to use with the service. Virgin Media Businessoffending material means materialwhich:(a)is inaccurate, indecent, abusive,obscene, menacing or otherwiseoffensive, or which could damage aperson’s or organisation’s goodreputation;ST-SoHo&SME-BT-1119

Special terms(b)breaks a confidence, copyright or otherintellectual property right, privacy or anyother right of any third party;(c)breaks any law ( including the ComputerMisuse Act 1990) or the acceptable usepolicy; or(d)the documents will take priority in thefollowing order.1.3.1Any supplemental terms1.3.2The special terms1.3.3The acceptable use policycould harm our communicationsnetwork or any other third party’ssystem, including material containing avirus.1.3.4Our standard terms andconditions1.3.5The order formoff-net service is where phone servicesare provided indirectly by us through aBT phone line (or another operator’sphone line) and the CPS service, WLRservice or xDSL service.1.3.6The price guideon-net service is where we provide youdirectly with phone or broadband services(or both) using our communicationsnetwork.Unless you and we agree otherwise inwriting you must not have more than oneitem of CPE connected at a site for usewith the internet service. You mustmake sure that the CPE is switched on atall times.portal means the first website you reachwhen using the internet service.premium install service means theservice where we configure up to 15 ofyour devices into a stand-alone wired orwireless network and link this to yourbroadband service through the serviceequipment or purchased equipment.RIPE NCC means Réseaux IPEuropéens, which is an organisation thatsupports the infrastructure of the internet.supplemental terms means any extraterms and conditions (other than thesespecial terms and our standard termsand conditions) that apply to us providinga particular website contained in ourwebsite.WLR service (wholesale line rentalservice) is a service where you have BTlines through us and use the CPSservice so we bill you for those lines andthe calls made on them.WLAN a wireless local area network onyour side of the NTE.xDSL service is a service where theinternet service is provided throughADSL (asymmetric digital subscriber line)or FTTC(fibre to the cabinet).Clause 1.9 of our standard terms andconditions does not apply to the service.If there are any inconsistencies betweenthe documents making up theagreement, unless we state otherwise Virgin Media Business ConfidentialConnection of theinternet serviceThe on-net service may be providedthrough:2.2.1a cable modem; or2.2.2a cable gateway NTE device;which is connected by coaxial cable toour communications network.On the cable modem or cable gatewayNTE device, the network terminationpoint (the point beyond which we willhave no liability for the equipment) is thecommunications port to the LAN orWLAN. This will be an RJ45, ethernet orcommunications port, or an IEEE802.11wireless access port.The off-net service may be providedthrough:2.3.1an xDSL modem; or2.3.2an xDSL gateway NTEdevice;which is connected to ourcommunications network through aphone line.On the xDSL modem or xDSL gatewayNTE device, the network terminationpoint is the communications port to theLAN or WLAN. This will be an RJ45,ethernet or communications port, or anIEEE802.11 wireless access port.You are responsible for configuring yourLAN or WLAN and your apparatus

Special termsunless we have agreed to provide thepremium install service.You agree that before you connect to theservice, you will do the following.You will always be responsible formaintaining your LAN or WLAN.3.2.1Make sure that the devicesyou are going to connect tothe equipment have operatingsystems and softwaresupported by the originalsupplier, and have allrecommended securitypatches and protection, suchas antivirus. We are not liablefor any damage caused byyou failing to secure yournetwork and systems whenconnecting to ourcommunications network orequipment.3.2.2Make sure your devices havea suitable network connector,and install network interfacecards (NICs) or wirelessnetwork adapters ifnecessary.If we provide the premium installservice, the following will apply.2.6.1At the time of the installation,we will not supply anyservices other than those setout on the order form.2.6.2We will only connect andconfigure devices that meetthe requirements set out inour service literature. We donot guarantee that yourapparatus can be connectedand configured to work withthe equipment.2.6.32.6.4When connecting yourdevices, we will create newwired or wireless networks.We will not connect to, orextend, any existing network.You must give us all theaccess and information weneed for the installation,including necessarypasswords and administratoraccess to your apparatus. Ifyou do not provide this accessor information when we needit, this may result in us notbeing able to complete theinstallation. In this case wewill be entitled to charge youthe full charges for thepremium install service andan extra fee for any furthersite visits that may be neededto complete the installation.Your apparatus for theinternet serviceThe following apply in addition to theprovisions relating to your apparatus inour standard terms and conditions.Unless we agree otherwise with you inwriting, you must not connect more than30 (or any other number stated in theorder form) devices, such as personalcomputers, to the equipment. If you breakthis clause, we will be entitled to end theagreement. Virgin Media Business ConfidentialIf you are adding the service to your ownlocal network, you must first make anynecessary checks with your networkadministrator.You are responsible for getting allcomputer and other equipment orservices necessary to use the serviceproperly.If you have bought equipment from us,we will replace it if it becomes faulty(unless this is due to your default ormisuse) within 12 months of the date youbought it. We have no other responsibilityfor maintaining purchased equipment.Providing the serviceIt is technically impractical to provide theservice free of faults, and we do notguarantee to do so. If there is a fault inthe service, you should report it byphoning the customer support numberset out in the service literature or anyother number we specify from time totime. We will then use our reasonableefforts to explain how you can correct thefault yourself, or to repair the fault in linewith the service literature.We do not guarantee that the service willnot be interrupted or that any messagesor information transmitted through the

Special termsservice will be transmitted accurately,reliably or in time.If an access rate (speed) of the internetservice (or part of it) is specified on theorder form, you accept that the actualrate may be reduced:4.3.1by conflicts within our networkand in other internet networks;4.3.2in relation to the xDSLservice;4.3.3by rate adaptation of themodem; or4.3.4because of the technical limitsof the BT line used to supplythe internet service.You accept that burst rates depend onthe specific way you access the internetservice. You accept that your connectionto the internet may automatically time outif you have not used it for a long time.You will then need to reconnect to theinternet.In relation to the xDSL service, youagree the following.4.4.14.4.2Any incorrectly wiredextensions to your existingmaster phone socket formingpart of the BT network may bedisconnected. You will have topay BT’s charges at the timefor any rewiring they agree todo.While the agreement is inforce, you must maintain acontract to use a BT line toyour master phone socket. Ifyou break this clause 4.4.2,you must indemnify (fullycompensate) us for any:(a) extra BT charges wehave to pay to providethe service; and(b) termination charges wehave to pay to BT.Clause 15.4 of our standard terms andconditions will not apply to the indemnityin this clause 4.4.2.You accept the following technical limitsrelating to the xDSL service.4.5.1The performance of somemetallic local loops will mean Virgin Media Business Confidentialthat it is not technicallypossible or practical to providethe xDSL service to you.4.5.2The xDSL service cannot beprovided to you if you alreadyreceive some services fromanother communicationsprovider. We will use ourreasonable efforts to let youknow if any service youreceive from anothercommunications providermeans that we cannot providethe xDSL service.4.5.3The xDSL service may affectthe performance or speed ofother telecommunications andother equipment at the site.4.5.4Some technical limitationswithin a third party operators’network may not bediscovered until some timeafter installation, in whichcase we may need towithdraw the xDSL service.4.5.5Burst rates may be reducedas explained in clause 4.3.We will not be liable to you for any ofthese technical limits.You also accept that there may be othertechnical limits. We will use ourreasonable efforts to keep you informedof any technical limits to the xDSLservice.You accept that technical limits mayhinder the installation and activation ofthe xDSL service, and that having BTNTE devices at the site does notguarantee that the xDSL service can besuccessfully activated, and we will not beliable for this.We can cancel the xDSL service if, afterwe placed an order for you with BT, youand we cannot agree an installation oractivation date within 30 days of the dateBT accepted the order. You mustindemnify us for all costs (including anythird-party operator’s cancellationcharges) arising as a result of thecancellation. Clause 15.4 of our standardterms and conditions will not apply to theindemnity in this clause 4.7.If there is a fault in the xDSL service,you must report this to us, not BT, in line