Terms and Conditions

Comms Direct Broadband Services

Last Updated: March 2026

These Terms and Conditions govern the provision of broadband services by Comms Direct.

Throughout this document:

“Comms Direct”, “We”, “Us”, or “Our” refers to Comms Direct.

“Customer”, “You”, or “Your” refers to the person or organisation receiving broadband services from Comms Direct.

By requesting installation or using our services, you agree to these Terms and Conditions.

1. Our Services

Comms Direct provides broadband internet services primarily to holiday parks, caravans, lodges, and residential units where our network infrastructure is installed.

Service availability depends on:

Network coverage

Equipment availability

Access permissions within the holiday park

Installation feasibility

We reserve the right to modify, upgrade, or replace network equipment and infrastructure to maintain or improve service performance.

2. Installation and Service Activation

Your broadband service will begin once installation has been completed and the connection has been activated.

Installation dates are estimates and may be affected by:

Weather conditions

Park access restrictions

Equipment availability

Site management policies

Comms Direct is not responsible for delays caused by circumstances outside of our control.

3. Acceptable Use

Customers must use the service for lawful purposes only.

You must not use the service to:

Conduct illegal activities

Download or distribute copyrighted material unlawfully

Attempt to access networks or systems without authorisation

Disrupt or interfere with the network

Distribute malicious software

Comms Direct reserves the right to suspend or terminate services immediately if misuse is detected.

4. Holiday Park Access

Where services are installed within holiday parks, access to infrastructure may depend on park management rules.

Comms Direct cannot guarantee immediate access to equipment if:

The holiday park is closed

Access restrictions are imposed by park management

Physical access to the property is unavailable

Service restoration may be delayed in these situations.

5. Equipment

All equipment supplied by Comms Direct remains the property of Comms Direct unless otherwise agreed.

Customers must not:

Relocate antennas or routers

Modify installed equipment

Allow unauthorised technicians to access the equipment

Customers may be charged for equipment that is lost, damaged, or not returned when service ends.

6. Demarcation Point

The Demarcation Point is the point where the Comms Direct network connects to your premises.

Comms Direct is responsible for the service up to this point.

Customers are responsible for:

Internal wiring

Personal networking equipment

Devices connected to the network

7. Direct Debit and Payments

Customers must maintain an active Direct Debit or automatic payment method.

Payments are normally collected monthly in advance.

If a payment fails:

We may attempt to collect the payment again

Late payment fees may apply

Your service may be temporarily suspended until payment is received

Cancelling your Direct Debit without contacting Comms Direct does not cancel your broadband service.

8. Seasonal Holiday Park Closures

Where holiday parks operate seasonal closures, broadband services may be paused during the park’s closed period.

Closure dates are determined by the holiday park and are outside the control of Comms Direct.

Billing arrangements during closure periods may vary depending on your service package.

9. Broadband Speeds

Broadband speeds are provided on a best-effort basis.

Actual speeds may vary depending on:

Network demand

Wireless signal conditions

Environmental interference

Customer devices

Distance from network equipment

Advertised speeds represent maximum possible speeds and are not guaranteed.

10. WiFi Performance

Comms Direct provides internet connectivity to the installed router or demarcation point.

WiFi performance inside your caravan, lodge, or property may be affected by:

Building materials

Distance from the router

Electrical interference

Layout of the property

Comms Direct cannot guarantee WiFi coverage throughout your property.

11. Network Management

Comms Direct operates a shared broadband network.

To maintain stability and fairness for all customers we may implement network management measures including:

Traffic prioritisation

Temporary speed adjustments

Monitoring excessive usage

These measures help maintain a reliable service for all users.

12. Engineer Visits

Engineer visits may be required to investigate faults.

No charge will apply where the fault is caused by Comms Direct equipment or network issues.

Charges may apply if the issue is caused by:

Customer equipment

Internal wiring

Misuse of equipment

Unauthorised equipment changes

13. Weather and Environmental Damage

External antennas and network equipment may be exposed to environmental conditions.

Comms Direct is not responsible for damage caused by:

Severe weather

Storms

Accidental impact

Customer interference

Repairs in these situations may be chargeable.

14. Service Interruptions

We aim to provide continuous service but interruptions may occasionally occur due to:

Network maintenance

Infrastructure upgrades

Power outages

Environmental factors

Third-party network failures

Temporary interruptions do not automatically entitle customers to compensation.

15. Data Protection and Privacy

Comms Direct processes customer information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We collect customer information only where necessary to:

Provide broadband services

Process payments

Deliver customer support

Meet legal obligations

Customer data will never be sold to third parties.

16. Complaints

If you are unhappy with any part of our service, please contact us:

Email: info@comms-direct.net

We aim to acknowledge complaints within 5 working days and resolve issues as quickly as possible.

If a complaint cannot be resolved, customers may be able to escalate the issue through an Alternative Dispute Resolution (ADR) scheme, in accordance with Ofcom requirements.

17. Limitation of Liability

To the fullest extent permitted by law, Comms Direct shall not be liable for any indirect or consequential losses including:

Loss of profits

Loss of income

Loss of data

Business interruption

arising from the use or inability to use our services.

18. Termination

Customers may terminate their service by contacting Comms Direct.

All outstanding charges must be paid before termination.

Comms Direct may terminate services with 30 days written notice, or immediately where these Terms have been breached.

19. Changes to These Terms

Comms Direct reserves the right to update these Terms and Conditions.

Customers will be notified where significant changes occur.

Continued use of the service after notification will be considered acceptance of the updated Terms.