Broadband Speed Code of Practice

• View our Broadband Speed Code of Practice → [Link to page]
  
  
• We calculate estimated broadband speeds using:
  
  
  • Line-based estimates (if you have FTTC/G.fast, your actual line performance is used to provide your estimate and Minimum Speed Guarantee).
    
    
  • Postcode-based estimates (if you do not yet have FTTC/G.fast, we use Openreach estimates based on similar premises nationwide).
    
    
• For more about broadband speed performance, please see Ofcom guidance →.
  
  

1. About Coconnecta Ltd

This Code of Practice covers Coconnecta Ltd (“Coconnecta”).

• Registered Office:
  
  
• Company Number
  
  
• Website: www.coconnecta.co.uk
  
  

We provide business-grade connectivity, voice, IT solutions, and managed services across the UK.

2. Purpose of this Code

This Code helps business customers understand our:

• Services and support
  
  
• Sales and marketing practices
  
  
• Billing and pricing policies
  
  
• Complaints handling
  
  
• Links to independent organisations
  
  

This Code replaces all previous versions.

3. Contact Details

• General Enquiries: info@coconnecta.co.uk
  
  
• Sales: sales@coconnecta.co.uk
  
  
• Technical Support: support@coconnecta.co.uk
  
  
• Billing & Accounts: billing@coconnecta.co.uk
  
  
• Complaints: complaints@coconnecta.co.uk
  
  

Our team is available 08:00–20:00, 7 days a week.

4. Sales, Marketing, Advertising & Promotion

4.1 Background

We are committed to fair, transparent, and responsible sales practices.

4.2 Sales & Advertising

• Clear, accurate, and fair promotions.
  
  
• No misleading information about pricing, value, or service.
  
  
• No denigration of competitors.
  
  

4.3 Recruitment & Training

• Rigorous staff recruitment and vetting.
  
  
• Sales agents trained on services, contracts, pricing, cancellation rights, and complaint procedures.
  
  

4.4 Entering into a Contract

Customers may enter contracts via:

• Signed order forms.
  
  
• Verified telephone agreements.
  
  
• Online orders via www.coconnecta.co.uk.
  
  

We provide key information at point of sale: services, charges, contract terms, and cancellation rights.

5. Customer Service

• Queries: support@coconnecta.co.uk
  
  
• Accounts: billing@coconnecta.co.uk
  
  
• Complaints: complaints@coconnecta.co.uk
  
  

5.1 Contract Cancellation

• Cancel within cooling-off period (if applicable by law/contract).
  
  
• Equipment must be returned within 5 days, unused and in original packaging.
  
  

5.2 Fault Repair

• Report faults 24/7 by email.
  
  
• Engineers attend during working hours unless otherwise stated in your SLA.
  
  

5.3 Reconnection

• Previous customers can reconnect by contacting sales@coconnecta.co.uk.
  
  

6. Billing & Payments

6.1 Invoices

• Line rental billed in advance.
  
  
• Usage billed in arrears.
  
  
• Payment by Direct Debit (14 days from invoice).
  
  

6.2 Queries

• Dispute invoices within 14 days via billing@coconnecta.co.uk.
  
  

6.3 Late Payment

• Interest may be charged on overdue balances.
  
  
• Non-payment may result in service suspension or disconnection.
  
  

6.4 Debt Collection

• Persistent non-payment may be referred to a professional debt collection agency.
  
  

7. Rights & Obligations

7.1 Number Portability

You can keep your number when switching to Coconnecta, subject to availability.

7.2 Terms & Conditions

See our

7.3 Directory Listings

You can choose to be listed or ex-directory.

8. Communication with Customers

We may share product updates, offers, and events (only with your consent). You can manage preferences anytime.

9. Accessibility & Vulnerable Customer Policy

We offer tailored support for customers with accessibility or vulnerability needs. Contact support@coconnecta.co.uk for assistance.

10. Malicious Calls

Report malicious calls to support@coconnecta.co.uk. We may work with the police and other operators to resolve issues.

11. Controlled Premium Rate Services (CPRS) & Number Translation Services (NTS)

• CPRS includes calls to 118, 087, 070, 09 numbers, and SMS short codes.
  
  
• Tariffs are published
  
  
• Customers may request barring of CPRS calls by emailing support@coconnecta.co.uk.
  
  

12. Independent Bodies & Help

• Phone-paid Services Authority (PSA): www.psauthority.org.uk
  
  
• Telephone Preference Service (TPS): www.tpsonline.org.uk
  
  
• Facsimile Preference Service (FPS): www.fpsonline.org.uk
  
  
• Ofcom: www.ofcom.org.uk
  
  
• Alternative Dispute Resolution (ADR):
  
  

📌 Note: This Code should be read alongside our Terms & Conditions, [Privacy Policy], and Cookies Policy.