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BROADBAND SERVICE AGREEMENT

Created: 7th June 2023 --- Last updated: 18th July 2025

By having our broadband service installed and activated at your premises you are agreeing to the information below in full and without limitation.

Between Pembrokeshire PC Ltd and Customer

This Broadband Service Agreement ("Agreement") is entered into by and between:

Service Provider/Agent: Pembrokeshire PC Ltd, operating on behalf of JBreese DSSc
Agent Registered Office: 20-22 Wenlock Road, London N1 7GU
Agent Company Registration Number: 12391933
(Hereinafter referred to as "Provider", "we", "us", or "our")

Customer: The person or party as named on any invoice or receipt relating to the service provided.
(Hereinafter referred to as "Customer", "you", or "your")

1. Service Description
The Provider agrees to supply the Customer with broadband internet access at the installation address stated in the order form. The service includes unlimited data usage, subject to a Fair Usage Policy.


2. Fair Usage Policy
a) Although the service is advertised as "unlimited", to ensure quality and reliability for all users, a monthly data threshold of 1TB applies. This threshold may differ where the service is provisioned on certain networks including BT/EE and Vodafone where the data threshold for the purpose of this clause is 600GB.
The threshold is in place to ensure a fair and consistent service across our network and will be imposed only where we deem that the service is at risk of abuse or network capacity limitations are at risk of being reached.

b) Repeated or continuous usage above this threshold may be deemed excessive and could lead to traffic management measures including speed restrictions, temporary suspension, or ultimately service termination.

c) The Provider will attempt to notify the Customer before applying any restriction, but reserves the right to do so without notice if deemed necessary to maintain service quality for all customers.


3. Acceptable Use

The Customer agrees not to:

a) Use the broadband service to access, stream, distribute, or store content that violates local or international laws, including but not limited to copyrighted, indecent, obscene, or pirated materials.

b) Use illegal streaming devices, unauthorized IPTV services, or unlicensed software that facilitate access to copyrighted or unlawful content.

c) Share or resell the broadband connection outside the Customer’s residential premises, including to holiday lets, neighbouring properties, other households, or commercial operations, without prior written consent from the Provider.

d) Access the broadband service or any part of our network via any means other than the access point provided at installation. Access to the network directly via external antennas or external infrastructure by any means other than the provided access point as installed is strictly prohibited. This restriction includes access to the network via privately transmitted but publicly visible SSID owned and/or operated by us as well as publicly visible networks broadcasting from neighbouring properties having been provisioned by us.
 

The Customer can:

Use their broadband service for general day-to-day internet usage that is legal and within age restrictions, such as browsing, streaming, shopping, and communicating online. It also permits occasional working from home, provided that such usage does not breach any other provisions of this Agreement.

Limitations & Liability while using the network:

We reserve the right to restrict access across our network to certain websites or online portals which we deem may cause harm or interruption to the network. Such restrictions may be put in place at any time. If the service was previously accessible and is subsequently blocked by us then no future access is necessarily implied or given. Any restrictions of this nature are in place for the protection of our equipment and infrastructure.

We shall not be held responsible for any threat, damage, theft or anything of a malicious nature via the broadband connection and you and/or any user of your broadband connection should have in place any and all suitable firewalls, malware protection, spyware protection and other anti-malicious programs prior to use of the service.

Your online safety is your responsibility and children and vulnerable persons using your broadband connection should be closely monitored for safe use of the internet. There are many online information websites which can help you and others stay safe online including https://saferinternet.org.uk/.

4. Equipment and Bandwidth Limitations
The performance of your broadband connection depends on several factors, including the number of connected devices and active users in the household. The more users and devices accessing the service simultaneously, the more the available bandwidth is shared, which can result in slower speeds or reduced performance for each individual device.

This happens because your internet connection has a fixed capacity based on the installed equipment and network infrastructure. As demand increases (e.g., multiple people streaming, gaming, or downloading at the same time), your connection must divide its bandwidth between all those activities. This is a normal characteristic of shared broadband services.

We encourage customers to manage their household usage accordingly and consider scheduling heavy-use activities at different times to help ensure a stable experience for everyone who connects to your broadband service.

Additional information is available within the Broadband Expectations & Management document.

Please also note that speed test results can vary significantly depending on how the test is performed. Results may be affected by factors such as whether the device is connected via Wi-Fi or Ethernet, the time of day, background applications running, or the specific test server used. As such, occasional fluctuations or seemingly low readings may not accurately reflect the actual performance of the broadband service being delivered to your premises.

To help ensure more accurate results, we recommend:

• Using a wired (Ethernet) connection whenever possible when testing.
• Closing all other applications and devices on the network before performing the test.
• Using reputable and consistent speed testing platforms such as Speedtest by Ookla.

5. Monitoring and Legal Compliance
a) The Customer is solely responsible for all content accessed, uploaded, or transmitted using the broadband service.

b) The Provider may, without prior notice, monitor, log, and retain records of network usage where it has reasonable suspicion that unlawful or abusive behaviour is taking place
.
c) Monitoring shall be conducted solely for legal, regulatory, or service integrity purposes, in line with applicable data protection legislation and the Provider’s Privacy Policy.

6. Privacy Policy
The Customer is referred to the Provider’s full Privacy Policy, available at: https://www.pembrokeshirepc.co.uk/privacy-policy

7. Term and Termination
a) This Agreement will commence on the date the service is activated and will remain in effect until terminated by either party in accordance with applicable terms and conditions.

b) The Provider reserves the right to terminate or suspend the service if the Customer breaches any material term of this Agreement, including repeated breaches of the Fair Usage Policy or Acceptable Use terms and failure to provide payment for service on the due day.

c) Payment for service is for the agreed price and will be charged on or around the same day of each month for the duration of service. Failure to make payment when requested by our banking service may result in the immediate suspension of service until the outstanding amount is settled. The outstanding amount is the due payment plus any subsequent due payment.

d) In the event that no payment is received and no satisfactory communication is received and the outstanding amount is not settled then we reserve the right to seek the recovery of any owed amounts plus administration costs plus legal costs incurred by pursual. This may result in court proceedings and all associated costs will be pursued as part of the claim.

Struggling financially? You can get help via https://nationaldebtline.org/.

8. Chargebacks

In the event that a payment is charged back where service was not provisioned and the customer has a legitimate reason to charge the payment back then the service will be cancelled immediately and no further service shall be provided. The "chargeback" shall proceed and be settled according to the bank and/or our payment provider's findings. The chargeback, if successfully received by the customer, shall be deemed as full and final reimbersement for lack of service and no other payment shall be due from Pembrokeshire PC Ltd to the customer in relation to the failure to provide service for that payment's term of service.

In the event that a payment is charged back (a "chargeback") as a result of fraudultant activity through fault of the customer then the service shall be cancelled immediately and no further service shall be provided, entirely at the descretion of Pembrokeshire PC Ltd. The "chargeback" shall proceed and be settled according to the bank and/or our payment provider's findings.

in the event that a payment is charged back (a "chargeback") as a result of the customer charging back the payment through their bank or card issuer without legitimate reason then the service shall be cancelled immediately and no further service shall be provided by Pembrokeshire PC Ltd to the customer. Pembrokeshire PC ltd shall provide evidence of provision of service to the bank, card issuer and/or payment provider and shall seek to recoup the payment and, where possible, any and all associated costs.

9. To terminate your agreement with us you must:

1. Request termination of service by email to support@ppc.wales. Termination can only be considered where the duration of the agreement has lapsed and any outstanding balance is settled in full. In which case the service will be terminated at the end of the 30 days of service commencing from the day the last payment was received.
2. If the duration of agreement has not lapsed then the service can be terminated by settling the sum of the remaining months of service in full. An invoice can be generated for the remaining balance on request by emailing details to support@ppc.wales.

10. Liability
a) The Provider accepts no liability for loss or damage arising from service outages or performance degradation, except as required by applicable law.

b) The Provider shall not be liable for any illegal or unauthorized use of the internet connection by the Customer or third parties.

c) In the event of the failure (closure, liquidation, insolvency or by other means) of the provisioning company then the service is likely to cease operation with immediate effect and the provisioning company is no longer liable for service. Any account holder with an outstanding balance shall still be required to clear the balance owed in due course. 

11. Governing Law
This Agreement shall be governed and construed in accordance with the laws of England and Wales.

12. Installation and Equipment
a) The Provider will install broadband access equipment at the Customer’s premises, including (where applicable) routers, antennas, and receivers, as required for service delivery.

b) All installed equipment becomes the property of the Customer once all installation and setup costs have been fully paid.

c) The installed equipment is covered by a 12-month guarantee from the date of installation. This guarantee covers faults arising from normal usage and manufacturing defects.

d) The guarantee does not cover accidental, negligent, or deliberate damage, including but not limited to misuse, water damage, physical impact, or unauthorized modification.

e) After the 12-month guarantee period, any damage, failure, or loss of equipment will require the Customer to pay a replacement fee, which includes:

• The cost of the equipment, and
• The labour and service charges associated with reinstallation or replacement.

f) The Customer agrees to maintain and care for all equipment in a proper manner and ensure it is used in accordance with the instructions provided.

g) Any external equipment, including antennas or dishes mounted outdoors, must not be moved, tampered with, or relocated without the express written permission of the Provider. Unauthorized interference may result in service disruption and voiding of any applicable warranty or support services.

13. Service Interruptions

a) The Provider shall not be held liable for any service interruption, slowdown, or degradation caused by:

• Equipment malfunction, partial failure or complete failure at any point between the original source of broadband/internet service or within the local network; 
• Failures of third-party infrastructure or services;
• Maintenance works, whether planned or emergency in nature;
• Force Majeure.

b) No compensation will be payable for any unforeseen or temporary service outages affecting your service which do not meet the criteria in this clause.

c) If a service interruption or significant degradation continues for more than 7 full days from the time it is reported via email by the Customer, the Customer may request compensation.

d) Any such compensation will be strictly limited to the pro-rata value of the service fee paid for the period during which the service was unusable or significantly impaired.

e) The Provider will consider each compensation request on a case-by-case basis.

f) Notwithstanding the above, we will always do our best to restore service as quickly as possible, and we will make reasonable efforts to update the service status on our website to keep customers informed about known issues and progress.

14. Defamation
In accordance with the Defamation Act 2013. Pembrokeshire PC Ltd shall seek to recover all costs and loss of earnings in the event that any person is proven to have used defamatory behaviour, either verbally, online or in writing. These costs shall include any or all of (but is not limited to) loss of earnings, loss of custom, any and all costs associated with the removal of or attempted removal of defamatory information made available or transmitted online, legal costs or any other costs directly associated with activity provisioned to seek clearance of the defamatory, lible or slanderous activities. This shall include defamation, lible and/or slander by any persons or business.


15. Maintenance & Care
During installation it is likely that the external antenna is fixed to the exterior of your caravan or lodge in the antenna mounting point on one corner. In the event that the mounting is removed either by you or a 3rd party it is imperitive that the mounting holes are sealed using a suitable weather resistent seal. Any damage caused during removal or as a result of removal of equipment is solely the responsibility of the removing party. Pembrokeshire PC Ltd shall not be held responsible for damage caused during or as a result equipment removal.


16. Service Commitment
We aim to provide you with the best possible service, in line with what was agreed in your installation invoice and as governed by the terms outlined in this Agreement. While no service can be perfect 100% of the time, we are committed to ensuring the highest quality and responsiveness within the scope of what has been installed and agreed. Your satisfaction and trust are important to us, and we will always strive to meet or exceed expectations wherever reasonably possible.
The contents of this document may be updated from time to time without prior notice. Any revision(s) will be made available to you via our website at www.pembrokeshirepc.co.uk.


Pembrokeshire PC Ltd - E&OE.

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Realistic expectations of your broadband connection

A 20-30Mbps broadband connection can be both sufficient and limiting for a family of four, depending on the nature of their internet use and how often everyone is online at the same time.

 
1. General Use

For general daily use, up to 30Mbps is usually adequate. If the family uses the internet primarily for browsing websites, streaming video on one or two devices, checking email, and using social media, the speed will support these activities without issue. For example, streaming HD video on services like Netflix or BBC iPlayer typically requires 5-15Mbps per stream. This means you could, in theory, run 2-3 HD streams simultaneously with a 30Mbps connection. Similarly, Zoom or Teams video calls use between 5Mbps to 10Mbps per user, which is well within the capacity of this connection if only a couple of users are on calls at the same time.

2. High-Demand Use

Things can slow down quickly when multiple high-demand activities occur at once. For instance, if two family members are streaming HD video, one person is downloading a game update (which can consume nearly all available bandwidth), and another is on a video call, performance issues may arise. Pages might take longer to load, buffering may occur in video streams, and latency-sensitive activities like gaming or voice calls may become glitchy.

3. Device Types & Signal

The type of devices and how they're connected also matter. Wi-Fi signals degrade over distance and through walls, especially in larger homes or ones with thicker construction. In such cases, the actual usable speed each device receives might be far less than the 30Mbps coming into the house. This is why device management and router placement are so important.

4. Upload Speeds

Additionally, upload speed is often much lower than download speed on most 30Mbps plans—often around 5-10Mbps. This becomes noticeable when trying to send large files, back up data to the cloud, or stream live video. If someone in the household works from home and needs to upload files or participate in video calls with screen sharing, this may become a bottleneck for other users while the upload or stream takes place.

5. Online Gaming

Gaming and updates are another concern. Game consoles and PCs can consume massive amounts of bandwidth when downloading updates or new titles—often in the tens of gigabytes. If these downloads happen during peak hours when others are trying to stream or work, the overall experience can degrade.

6. Summary

In summary, 30Mbps can be suitable for a family of four with moderate internet habits, particularly if internet-heavy tasks are given consideration and staggered throughout the day. However, for families with higher usage demands—multiple streamers, remote workers, or gamers—it may fall short of what you might be familiar with on a faster fibre optic connection. Although most tasks will run, you may experience lag or low latency compared to faster connections.

What is Starlink?

Starlink is a satellite broadband service provided by SpaceX. It is a powerful solution for rural, remote and difficult locations providing a broadband download speed of around 150Mbps.

Starlink broadband works by connecting to satellites in the sky using a dish (the receiver). The dish requires a clear view of the sky in all directions to operate optimally and it requires a view of the sky at all times to operate at all.

Starlink is a great solution for those with a clear view of the sky who require a connection which is better than most 4G services and legacy copper broadband.

 
1. Expectations

Download speeds are very good on Starlink but don't expect the world... The "ping" and "latency" (the time it takes for data to travel from your device through the network) is actually quite slow compared to modern fibre broadband. This is not likely to have any noticable effect on most internet tasks including streaming and browsing the internet but if you're a PC gamer or the host of multi-person video conferences then this will affect you.

2. Upload speeds

Upload speeds are relatively slow compared to the download. Again, for most users this is not a hindrance. The upload speed is usually between 15 and 30Mbps which is perfect for regular internet users but if you upload a lot of data then these speeds may prove dissapointing.

3. The equipment

To have Starlink operational at your property you will need a dish (the receiver) installed outside. The best type of installation is one where it's up high for an optimal view of the sky and this can be an ugly addition to properties so the location of the installation is important.

As well as the dish a cable will need to run from the receiver to the wireless router which will need to be installed within the property. The router is good but Wi-Fi signal is not the strongest available so stone-built and larger properties may need additional equipment to maximise their Wi-Fi throughout the premises.


4. Overall performance

If you're moving over to Starlink from a poor landline connection or mobile data connection, or even if it's your solution from no connection then you'll love Starlink. It's fast and stable and for most users it's the perfect alternative to fibre-optic broadband.

The nature of the service via satellites is daunting as traditionally satellite broadband has been very expensive and slow. Starlink uses low-orbit satellites which speeds this up considerably and the monthly service for unlimited use is currently £75. 

5. Online Gaming

This is really important for online gamers... Due to the nature of satellite broadband the latency is not efficient and this is likely to cause lag with demanding games. The same is applied to any real-time online activities including live-streaming and video conferencing. Video conferencing is likely to be affected when you (the Starlink user) is the host of a busy conference so your data connection needs to be fast.

Please don't confuse hosting a video conference with simply being part of a conference. If you're joining someone else's conference via Starlink then it's unlikely you'll have any issues.


6. Summary

In summary, Starlink broadband is fast and effective. Starlink offers the perfect solution for remote properties or those which traditionally struggle to get a decent broadband connection.


7. PPC Wales specific terms

If you're using Starlink via PPC Wales then it's important to note the following:

Starlink broadband is provided by Starlink and is subject to their terms and conditions of use including any fair use policy and privacy policy.

In addition to the above, PPC Wales may impose restrictions to service in accordance with our broadband terms and conditions of use which you must familiarise yourself with before committing to service.