Service creditNo deadline statedSimple to claim
Bill credit for network suspension beyond 3 working days
The credit is stated to be applied automatically to the next bill using dates the company already holds, so a simple confirmation request suffices.
“If the suspension lasts for more than 3 working days, we will adjust the price so that you do not pay for Broadband for any period of suspension beyond 3 working days. Any adjustment will appear as a credit on your next bill.”Connect Fibre terms, Terms 6.2
What to include: suspension start and end dates
Service creditClaim within 14 daysTakes a few steps
Service credit for full fibre broadband outage beyond time-to-fix window
An agent must calculate outage duration against the 4-business-day threshold and submit a request within 14 days, requiring multi-step verification rather than a single message.
“For every day outside of the "time to fix" window that your service is down, we will credit your account for the equivalent of 2 days of Service. This is calculated by taking your monthly Internet service cost... In order to receive a refund, you are responsible for contacting...”Connect Fibre terms, Terms 17.1-17.4
What to include: fault report date, repair completion date, account/product type confirmation (full fibre residential broadband only)
CompensationNo deadline statedHarder to claim
Compensation for delayed or mishandled number porting
Compensation depends on a separate, undetailed Compensation Scheme and a judgement call on 'genuine mishandling', requiring human assessment.
“If you are moving your phone number to our network and we delay the Number Porting for more than 1 Working Day after the last Porting Date we emailed to your Registered Email Address, or where we have genuinely mishandled your Number Porting, we will compensate you for the delay...”Connect Fibre terms, Terms 16.8
What to include: porting date email, actual porting completion date
RefundNo deadline statedTakes a few steps
Full refund for unprovided services when ending contract due to our fault
Requires establishing which of four qualifying reasons applies before the refund is triggered, needing more than a single message.
“If you are ending a contract for a reason set out at (a) to (d) below the contract will end and we will refund you in full for any Services which have been paid for but have not been provided (if applicable).”Connect Fibre terms, Terms 9.2
What to include: proof of one of the qualifying reasons (a)-(d), account/order id
Replacement or repairNo deadline statedTakes a few steps
TV Box repair or replacement if faulty
Requires reporting a fault and the company then chooses between repair or replacement, involving discretion beyond a single automated claim.
“If the TV Box is faulty or damaged, please contact us straight away and we will either repair or replace the Equipment.”Connect Fibre terms, Terms 16.14
What to include: fault description, account id
RefundNo deadline statedHarder to claim
Full refund of latest Connect Mesh payment if Wi-Fi guarantee unmet
Requires a specific Wi-Fi 7 device speed test and physical return of hardware, which cannot be completed by an AI agent alone.
“If our support team are not able to help you achieve these speeds, verified by a Wi-Fi 7 device accessing our speed test server under normal conditions, then we will refund your most recent Connect Mesh payment in full once you have returned the extra Wi-Fi devices.”Connect Fibre terms, Terms 5.9
What to include: Wi-Fi 7 device speed test verification, returned extra Wi-Fi devices
Right to cancelClaim within 30 daysSimple to claim
30-day cooling-off cancellation right after installation
An agent can identify the installation date and send a written cancellation request within the window using only order data.
“You have the right to cancel your order by contacting Customer services within 30 days from the day after the day on which your installation is completed. You must put your request in writing.”Connect Fibre terms, Terms 1.5
What to include: written cancellation request, installation completion date
Right to cancelNo deadline statedSimple to claim
No Early Termination Charge with 1 month's notice at Minimum Term end
An agent can submit the required notice and confirm equipment return using standard account and order data.
“If you give us 1 months' notice to end the contract at the end of the Minimum Term and return our Router Equipment provided to you to use the Service, then no Early Termination Charge and non-return of Router Equipment charges will apply.”Connect Fibre terms, Terms 9.3
What to include: 1 month notice submitted, router equipment returned
RefundNo deadline statedSimple to claim
Refund of advance payments after ending contract post-Minimum Term
An agent can calculate the pro-rata refund from the notice date and existing billing data without extra evidence.
“We will only charge you for supplying the Services up to 3 March and will refund any sums you have paid in advance for the supply of the Services after 3 March.”Connect Fibre terms, Terms 9.5
What to include: notice date, account id, billing history
Right to cancelClaim within 30 daysTakes a few steps
Right to cancel penalty-free if speeds stay over 10% below promised
Requires reporting the fault, waiting out the 30-day fix window, and supplying speed evidence rather than a single-message claim.
“If your broadband speeds are consistently more than 10% lower than those stated in your contract, and we're unable to fix the issue within 30 days of you reporting it, you may have the right to cancel your contract without any penalties.”Connect Fibre terms, Terms 5.8
What to include: speed test results, fault report date, contracted speed figure
Right to cancelClaim within 30 daysTakes a few steps
Right to cancel with no Early Termination Charge for persistent speed issues
Requires demonstrating persistent speed drops and giving the provider a fair chance to fix them, which needs evidence gathered over time rather than a single message.
“If the download speeds to your broadband equipment consistently drop below the minimum levels we've promised and we're unable to resolve the issue within 30 days, you'll have the right to cancel your contract without incurring any early termination charges.”Connect Fibre terms, Terms 9.7
What to include: speed test results, fault report record showing 30-day unresolved issue
Based on Connect Fibre's public terms and policy pages, read on 28 September 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.