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 sets out our services, products, and customer care policies and is prepared in line with guidance from Ofcom, the UK communications regulator.

Hours: Monday to Friday, 9:00 AM – 5:30 PM

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

Phone: 01939 550040

Email:
General: contact@activecomp.co.uk
Sales: sales@activecomp.co.uk
Accounts: accounts@activecomp.co.uk

Website: www.activecomp.co.uk

We are dedicated to delivering high-quality internet and telecommunication services through BT OpenReach and other leading UK carriers. Our goal is to provide services that are efficient, reliable, and tailored to your needs.

• Business Broadband Internet Access
• Business Telephone Lines
• Business VoIP

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

To order a service, contact 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. Any special circumstances affecting timescales will be communicated.

If you are moving, please notify us at least 14 days in advance to ensure:

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

You remain responsible for services until notification is received. Final bills will be sent to your new address, with payment collected via Direct Debit.

Experiencing a fault? Contact us:

• Phone: 01939 550040
• Email: contact@activecomp.co.uk

Our response times align with BT standards, but higher support levels are available upon request. More information at www.activecomp.co.uk.

You may cancel your service after the minimum contract term has ended. Any outstanding charges, including the final invoice, will apply as per your contract.

• Internet Services: Minimum term of 18 month.
• Telephone & VoIP Services: Minimum term applies as per your contract.

To cancel, contact Customer Services at 01939 550040 or contact@activecomp.co.uk.

• Billing Frequency: Monthly
• Payment Method: Direct Debit only

Direct Debit ensures secure, convenient payments. Itemised bills are available electronically on request. Payment errors are refunded promptly.

If you experience payment difficulties:

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

Services will only be disconnected if:

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

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

To make a complaint:

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

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

We are committed to supporting older customers and those with disabilities. Contact Customer Services for accessible service information.

Our Code of Practice and Terms & Conditions comply with UK law and are applied fairly and transparently.