Terms & Conditions

PCQ terms and conditions

Coming soon (email for any questions meanwhile)

Coming soon (email for any questions meanwhile)

PCQ provides Microsoft Office 365 business licences on a rolling monthly licencing terms.  We aim to match Microsoft direct annual pricing model whilst providing full flexibility /non-commitment of rolling term. Should you have any questions or wish to be emailed the full customer terms of service for Office 365 please let us know.

Terms for all PCQ’s internet services:

These are the short important points of our service in plain English. We aim to meet or exceed our regulatory guidelines as set out by Ofcom.  If you are ever in doubt please contact us by emailing support@pc-q.co.uk for any specific terms or assistance. 

  • Startup costs: Our sales team will confirm all costs at point of order. These will be charged after the service is live.
  • Service speed: Our sales team will confirm the expected service performance based on your chosen or available technologies based on both Openreach data and our knowledge. Should service not meet within 20% of estimated performance following any completed support actions to remedy, we will provide a no cost (to the customer) exit plan to the service.
  • Payments: To best protect our customers, to reduce administration costs and meet best practice guidelines for good retailing we will setup a direct debit to collect payments.  You will receive a copy of the upcoming charges by email 7-10 days prior to the collection of payment. Once service has started we will calculate the remaining days of service and charge for this period.  All charges are billed monthly in advance.
  • Cancellation/Cease requests: Any change or cancellation of service must be made in writing (email best). Please either email accounts@pc-q.co.uk or support@pc-q.co.uk and once acknowledged any exit fees will be confirmed (if under contract or cease fees apply). Verbal or cancellation of payment such as direct debit is not accepted.  Cancellation of a direct debit will cause the account to go into debt whilst we communicate to reset. If you choose to end our service or move to another property we will be required to “cease” the service. We are charged at wholesale by Openreach a regulated fee of £38.40 Inc VAT (as of Jan-2021) which will be passed on to you (at zero mark-up).
  • Faults/Monitoring/Support: Due to the cost of “active monitoring” being an additional £50 per month (ADSL/FTTC/FTTP/FTTPoD) on top of your chosen service most domestic or businesses will not have this feature enabled.  Should you experience any issues with loss of service or performance you will be required to inform our support team to enable progress in resolution of the fault.  Non-Monitored services will not flag to us in any fault condition unless we are informed and accounts are fully billable regardless of condition if we have not been provided opportunity to assist. Any faults can be reported to support 24/7/365 by emailing support@pc-q.co.uk (fastest support) or phoning 01686 411000 (only during core office hours).
  • Terms and pricing subject to change at any time: PCQ is partly governed by changes in industry terms and costs which can occur at any time.  Should service pricing increase we will provide advance warning.
  • Migrating away: Should you choose to migrate to another provider this is your option at any point as we don’t lock you to a term of long service duration. If your new provider carries out the migration correctly you will have no exit fees presented by PCQ. We would always love to hear from anyone in advance so we have opportunity to retain your service or help with a smooth transition.
  • Equipment: Should PCQ loan you hardware as part of our service we request this to be returned safely to us at the clients expense. Our hardware is loaned to you and if damaged by accident or storm incident the client is responsible for the cost of replacement. If a device fails during normal use, PCQ will cover the cost to replace. 

ADSL2 (Copper standard broadband) Contract duration: 30 day rolling terms (compared with BT’s 18 month standard contract). Therefore no long-term commitment to be paid-off if serviced is cancelled. Details confirmed at point of order. 

FTTC (Copper advanced broadband) Contract duration: Initial 12 months contract, switching to 30 day rolling terms. Should you cease/migrate/move during the initial 12 month contract term the remaining duration will be chargeable in full. After initial 12 months, this switches to our flexible 30 day rolling term, so no long-term commitment to be paid-off if serviced is cancelled.

FTTP (Fibre to the property broadband) Contract duration: Initial 12 months contract, switching to 30 day rolling terms. Should you cease/migrate/move during the initial 12 month contract term the remaining duration will be chargeable in full. After initial 12 months, this switches to our flexible 30 day rolling term, so no long-term commitment to be paid-off if serviced is cancelled.

Leased Lines/FTTPoD (Full Fibre) Contract duration: Initial 1 to 5 year contract (typically 3 year), confirmed with order. Ongoing 1 to 5 year contract (typically 3 year). Should you cease/migrate/move during this contract term the remaining duration of contract will be chargeable in full.

Coming soon (email for any questions meanwhile)

Coming soon (email for any questions meanwhile)

WISP networks use PCQ’s data services.  Please see “Broadband by PCQ” terms above for more.

Single property WISP solution:

  • Monitoring is not normally present.  Any/all faults will need to be reported.
  • Remote maintenance (performed with no site visit) is included
  • Site visits and change of equipment outside of warranty is subject to charges.
  • SLA on email/ticket reported issues.  Within 1 hour during office hours Mon-Friday (expected <15mins)
    SLA out of hours will be 1-2 hours by email/ticket (expected <30mins)
  • Service visits – Best effort only based upon engineers availability for your area.  (typically within a week).
  • Performance – Your service speeds will be estimated at time of quotation.  Speeds will be in-line within the given threshold provided.
  • Cancellations –
    12 months minimum term. After this date 30 day rolling agreement.
    Cancellation within 12 month period – full term charged
    Cancellation post 12 month period – 30 day notice period in writing required. (email preferred)

Multiple Property WISP solution:

  • Limited monitoring is normally present for parts of the network (not whole).  Any/all faults would be advised to be reported by ticket or email.
  • Remote maintenance (performed with no site visit) is included
  • Site visits are included within your service arrangement for pre-diagnosed issues (unless otherwise specified).  Costs for equipment outside of warranty might be quoted depending on item.
  • SLA on email/ticket reported issues.  Within 1 hour during office hours Mon-Friday (expected <15mins)
    SLA out of hours will be 1-2 hours by email/ticket (expected <30mins)
  • Service visits – Best effort only based upon engineers availability for your area.  (typically within a week).
  • Performance – Your service speeds will be estimated at time of quotation and are contended with the other properties included in your multi WISP delivery.  We will reserve the right to limit or disconnect any use which is considered constantly impacting for the other users.  Performance will be variable due to the nature of the shared service.  Estimated low/high speeds will be confirmed during the quotation phase.  If you don’t have these estimates, please send support@pc-q.co.uk a request for more information.
  • Cancellations –
    12 months minimum term. After this date 30 day rolling agreement.
    Cancellation within 12 month period – full term charged
    Cancellation post 12 month period – 30 day notice period in writing required. (email preferred)

    Shared networks share data feed & maintenance fees.  PCQ will reserve the right to amend services costs if cancellations are served with options to change package or cancel also.

Coming soon (email for any questions meanwhile)

Coming soon (email for any questions meanwhile)

Coming soon (email for any questions meanwhile)

Coming soon (email for any questions meanwhile)

Coming soon (email for any questions meanwhile)