Code of Practice
Purpose
The purpose of this Code of Practice is to provide information in plain language about your relationship with us. Cambridge Fibre Networks Ltd is a residential and business Internet Service Provider dedicated to full-fibre hyperspeed broadband and leased-line services. We are a privately owned, independently financed company. Our vision is that the future is light — customers benefit from lightspeed broadband at 1 Gbps and 10 Gbps using full-fibre.
Contacting Us
General Enquiries: info@cambridgefibre.uk
Sales Enquiries: sales@cambridgefibre.uk
Technical Support: support@cambridgefibre.uk
Account Enquiries: accounts@cambridgefibre.uk
Phone & Address
Sales: 01223 800082
Technical Support: 01223 622909
Address: 21 Signet Court, Cambridge, CB5 8LA
Customer Service
Ordering Products and Services
Services may be ordered via sales@cambridgefibre.uk or by calling 01223 800082. Full product and service descriptions are available on our website.
Charges and Payment
Prices are stated on our product pages. Contact our sales team or accounts@cambridgefibre.uk for payment queries. We accept major credit cards, debit cards (except Visa Electron), BACS transfers, PayPal, and Direct Debit via GoCardless. We do not accept cash or cheques. Your account and services may be suspended or closed if any sum due is unpaid or in arrears.
Reporting Faults
Report faults by calling 01223 622909 or emailing support@cambridgefibre.uk. We recommend reporting faults as soon as possible. Service Level Agreement details are provided for each product and outline our target response and repair times.
Complaints
We have a formal complaints procedure designed to resolve issues quickly. Full details are available at our Complaints Procedure page. If a complaint cannot be resolved, it may be referred to ISPA’s alternative dispute resolution service.
Contracts and Your Rights
Terminating Your Contract
Services may be cancelled by providing written notice. Minimum contract terms and notice periods are detailed in our Terms and Conditions. Our General and Specific Terms and Conditions are available on our Acceptable Use Policy page.
Your Privacy
We are committed to protecting your personal data. Full details of how we collect, use, and store your information are set out in our Privacy and Data Protection policy.
Regulation and Memberships
We are members of ISPA (UK Internet Services Providers’ Association), 23 Palace Street, London, SW1E 5HW. Phone: 0203 397 3308, Email: admin@ispa.org.uk.
We are regulated by Ofcom. Ofcom Contact Centre, Riverside House, 2a Southwark Bridge Road, London, SE1 9HA. Phone: 020 7981 3040, Email: contact@ofcom.org.uk.
Communication and Responsibility
Communication
Documents and information are available via our website. Hard copies can be provided on request. We aim to accommodate special requirements and use plain English wherever possible.
Corporate Responsibility
We are committed to protecting vulnerable groups including minors, disabled, and elderly customers. Our approach to malicious communications is covered in our Acceptable Use Policy. This Code of Practice is reviewed regularly in line with Ofcom requirements.