Code of Practice

ASK4,
Devonshire Green House,
14 Fitzwilliam Street,
Sheffield,
S1 4JL

Customer service phone number(s):

0845 123 8713 or Text
‘Help Me’ to 07797 800 545

Customer service e-mail:   customerservices@ask4.com

Web site: www.ask4.com

A summer service may be available on a daily, weekly or monthly basis. VoIP is charged on a pre-paid basis. Charges vary from site to site and are available clearly displayed on the Ask4 website or in the reception of the Hall of Residence.

Services include broadband internet access, IPTV, secure online storage, enhanced computer gaming access, VoIP and other related online services

Subscription fees include access to the Ask4 help desk which is UK based and open 8.00 – 22:00 Monday to Friday and 10:00 – 20:00 on Saturday and Sunday. Christmas Day, Boxing Day, New Years Eve and New Years Day are excluded.

The help desk can be accessed by telephone on 0845 123 8710 or by email to support@ask4.com. In addition, if the customer sends an SMS (text message) “Help Me” from a mobile telephone  to 07797 800 545 the help desk will make a return telephone call to the mobile telephone.

Sign-up to the broadband internet access and online services is done online. The customer is provided with a ”Getting Started” CD as part of the move-in process. When the customer
connects his/her computer to the dedicated wall socket in the bedroom in the hall of residence, the customer is directed to the sign-up portal automatically. Payment can be made online by credit or debit card or by purchasing a voucher from Ask4 representatives or hall staff. A voucher may be provided by the hall operator as part of the tenancy arrangements. Access
to support services is as set out above.

Standard tariffs (including special
discounts and special and targeted tariff schemes) should either be included,
or the customer should be advised of how to obtain them.

Prices vary from site to site and are available clearly displayed as part of the online sign-up process and in the reception of the Hall of Residence. The one-off fees cover the period from
sign-up to the end of the student’s initial tenancy in hall. In some cases the Ask4 Base service is included in the room rental. Use in the summer months is charged on a daily weekly or monthly basis. VoIP is charged on a pre-paid basis. Charges can be found on the Ask4 website or from hall staff.

Including any relevant minimum contract
period and how service can be cancelled.

Terms and conditions are available at http://www.ask4.com/students/terms. The one-off fees cover the period from sign-up to the end of the students initial tenancy in hall. Use in the summer months is charged on a daily weekly or monthly basis. The service cannot be cancelled once the user has signed up to it.  VoIP is charged on a pre-paid basis and there is no minimum contract period.

Ask4 has the right to terminate the user agreement on 14 days notice in which case a refund of fees paid in advance will be made to customers apportioned on a daily basis.

No contractual compensation or refunds are offered.

Describe in relation to public
electronic communications services for domestic and small business customers.

Ask4 agrees in its standard terms and conditions to comply with the Code of Practice set out in this document  and in particular to deal with any complaints relating to the provision of any services provided by Ask4 in accordance with this Code of Practice. The customer should address any complaint by email to support@ask4.com or by letter to the Complaints Officer
at 4 Milton Street Sheffield S1 4JU. AsK4 is a member of CISAS (Communications and Internet Services Adjudication Scheme). Any dispute that cannot be resolved by negotiation will be referred to CISAS for their decision. Ask4 is bound to accept the decision of CISAS.

Details of alternative dispute
resolution arrangements in relation to the provision of public electronic
communications services to domestic and small business customers.

Telephone 020 7421 7432

E-mail kkorubo@arbitrators.org or mekpenyong@arbitrators.org

Web site: http://www.arbitrators.org/cisas/index.asp