1. Introduction

ACTIVE COMPUTERS UK LIMITED (“we,” “us,” “our”) is an independent provider of internet and telecommunication services across the UK, including Northern Ireland. Our products are supplied directly and through independent sales agents.

This Code of Practice explains our services, products, and customer care policies. It has been prepared in line with guidance from Ofcom, the UK communications regulator.

2. Contacting Us

You can reach us between 9:00 AM and 5:30 PM, Monday to Friday using the following details:

Address:
1-4 The Granary
Trench Farm
Tilley Green
Wem
Shrewsbury
Shropshire, SY4 5PJ

Customer Services: 01939 550040
Email: contact@activecomp.co.uk
Sales Enquiries: sales@activecomp.co.uk
Accounts Enquiries: accounts@activecomp.co.uk
Website: www.activecomp.co.uk

3. Our Commitment to You

We are committed to delivering high-quality internet and telecommunication services using BT OpenReach and other leading UK carriers. We aim to meet your requirements efficiently and reliably.

4. Our Products

We offer a range of business-focused products, including:

• Business Broadband Internet Access
• Business Telephone Lines

For more details, visit www.activecomp.co.uk.

5. Ordering Services or Switching to Us

To order a service, call Customer Services on 01939 550040. All services are provided under our General Terms and Conditions, available on request or via our website.

• Minimum Term: 1 month for internet services
• Telephone Services: Usually installed within 10 days, subject to line availability. We will advise if special circumstances affect timescales.

6. Moving Home or Office

If you are moving, please contact us at least 14 days before your move. This ensures:

• Services are arranged at your new address
• You are not billed for services at your old address

You remain responsible for any service used until notification. Your final bill will be sent to your new address, with payment collected by Direct Debit on the invoice date.

7. Repairs and Faults

If you experience a fault:

• Call 01939 550040
• Email contact@activecomp.co.uk

We align our response times with BT and can provide higher levels of support upon request. For more details, visit www.activecomp.co.uk.

8. Cancellation

You may cancel your order at any time. Any outstanding charges, including the final invoice, will apply as per your contract.

9. Billing and Payment

• Billing: Monthly
• Payment Method: Direct Debit only

Direct Debit ensures secure, convenient payments. Itemised bills are available electronically upon request. Any payment errors are refunded promptly.

10. Disconnection Policy

If you have difficulty paying:

• Contact us to arrange an alternative payment method
• Do not cancel your Direct Debit, as it is required for future collections

We will not disconnect services unless:

• Payment is defaulted, or
• No Direct Debit is in place

Before disconnection, we will contact you and allow 7 days to resolve the issue. Access may be restricted to prevent further debt. Full details are in our Terms and Conditions.

11. Complaints

If you have a complaint:

1. Contact our Customer Services team: 01939 550040
2. We will investigate and resolve complaints promptly
3. If unresolved, you may escalate to OTELO (Office of Telecommunications Ombudsman)

OTELO Contact:
PO Box 730, Warrington, WA4 6VW
Phone: 0845 050 1614
Website: www.otelo.org.uk

12. Services for Vulnerable Customers

We are committed to assisting customers who are older or have disabilities. Please contact Customer Services for information on our accessible services. Our Code of Practice and Terms & Conditions are applied in spirit and in compliance with UK law.