Repairs, replacements and additional charges

Your equipment and responsibilities

You are responsible for the part of the network that runs from the boundary of your property, across your private land and into your premises, including any internal cabling and installation up to the router.

The router and fibre modem (ONT) we provide remain the property of Cambridge Fibre Networks Ltd at all times.

Faults. If anything we supplied, such as the router or the fibre termination unit, develops a manufacturing fault, we will repair or replace it free of charge.

Returns. When your service ends you must return the router and its power supply to us. Our operations team will recover the wall-mounted ONT.

Chargeable repairs and damage

Where damage is not caused by Cambridge Fibre, for example accidental damage, weather damage on private property or tampering, repairs and replacements are chargeable. This includes damage to fibre cables or ducting on private land, physical damage to the ONT or router, unauthorised relocation or removal of installed equipment, and wiring or installations you have modified.

Charges are based on our current labour and materials tariffs. If the work is expected to cost more than the standard call-out charge, we will send you a quotation to approve before any work starts.

Call-outs for faults outside our network

If a fault you report turns out to be caused by your own equipment, such as a third-party router, internal cabling or Wi-Fi problems unrelated to our fibre, a call-out charge will apply.

Appointments

An adult (18 or over) must be present for a repair visit. If nobody is available to let the engineer in, the appointment will need to be rearranged and a failed visit charge will apply.