1 Contents General Terms and Conditions 4 Definitions 5 Provision of Services 8 Duration 9 Use of Services 10 Access and Installation 11 Charges and Payment 13 Deposits and Account Limits 14 Provision of Information and Data Protection 15 Equipment 16 Maintenance 17 Termination and Suspension of Services 18 Cancellation Rights 20 Limitation of Liability 21 Software and Export Control 23 Assignment 23 Changing the Terms and Conditions 24 Notices 24 Miscellaneous 24 2 Television Terms and Conditions 26 Television Programming 27 Unauthorised Use of Television Service 27 On Demand TV and Pay Per View Programming 28 Digital Video Recording (DVR) Services 29 Internet Services Terms and Conditions 30 Internet Services 31 Digital Telephony Terms and Conditions 33 Telephone Number and Directory 34 Fraud, Nuisance, High Usage and Prohibited Calls 34 Voicemail 34 Number Transferability 35 Digital Telephony Charges 35 Disclaimer of Liability and Indemnification/Emergency Services/Connected Services 35 Supplemental Terms and Conditions - for self-install customers 37 3 General Terms & Conditions 4 1. Definitions ‘Address’ means your residential address in the Republic of Ireland where the Equipment is or is to be connected in accordance with this Agreement. ‘Agreement’ means the contract between you and us comprising the Order Form and these terms and conditions. ‘Broadband Internet Service’ means Broadband permanent (always on) connection to the Internet provided to you by us via a cable modem or other means. ‘Charges’ means charges to be paid by you for the Services calculated according to the prices and rates set out in our Price Lists or otherwise notified to you. ‘Code of Practice’ means our charter for customers available on request and on our website. ‘Competent Authority’ means the Commission for Communications Regulation (www.comreg.ie) or any successor thereof or any other competent Government department or regulatory body including without limitation any emergency services organisation. ‘Customer Provided Apparatus’ means any apparatus (not being Equipment) provided and used by you in order to use the Services. ‘Digital Telephony’ means the routing of voice conversations and telephone services over the Internet or through any other IP-based network telecommunications network accessed by you using Equipment provided by us. ‘Digital Video Recording (DVR)’ means equipment that we provide to you that records video in a digital format to a disk drive or other medium, which enables video capture and playback to and from disk. ‘Equipment’ means all equipment and replacements thereof supplied by us or on our behalf to you in connection with the provision of any of the Services provided to you under this Agreement including (without limitation) any cable modem, cable, ducts or software. ‘Event’ means each movie, television programme or other event offered by us as On Demand TV or via the Internet or by any other means. ‘Group Company’ means any holding company or subsidiary of Virgin Media, and any subsidiary of any such holding company, from time to time. 5 ‘Interactive Services’ means the certain services we may provide to you from time to time using digital technology such as interactive TV and enhanced TV that you access from your set-top box or television, ‘the Internet’ means the global data network comprising interconnected networks using TCP/IP (‘Transmission Control Protocol/Internet Protocol’). ‘Internet Services’ means the service provided to you by us using digital or analogue technology to enable you to gain access to the Internet and certain services, whether by means of a television, personal computer or otherwise. ‘IP Address’ means a dynamically assigned Transmission Control Protocol/ Internet Protocol address temporarily assigned by us to the subscriber to enable the service. ‘Licence’ means any licence or authorisation required by law and granted to us to provide the Services by the Commission for Communications Regulation (www.comreg.ie) or any successor thereof and includes any amendments or modifications made thereto from time to time. ‘Line Rental’ means the rental payable by you to us as specified in this Agreement or as calculated from time to time as per our Price List. ‘Minimum Period’ has the meaning set out in paragraph 3. ‘Minimum Specification’ means the specification detailed on our Website or as advised by us from time to time. ‘Name’ means any name specifically requested by or allocated to the Customer for provision of the Services and shall include, without limitation, any domain name, email address or mailbox name. ‘Network’ means the telecommunication systems run by us or any associated company (as principal or agent) from time to time under the terms of the Licences. ‘Operator’ means any person to whom a License is granted. ‘Operator’s Network’ means a telecommunication system run by an Operator, other than our Network. ‘Package’ means the package of Services selected by you from our telephone, Internet and TV Services or any replacement or variation (whether under the same name or any other name). ‘Pay Per View Programming’ means any Event, programme or service that you order which is subject to payment of a separate fee per Event, programme or service. 6 ‘PC’ means any personal computer. ‘Person’ shall include any person, partnership, firm, company (as defined in Section 2(1) of the Companies Act, 2014) or organisation. ‘PIN’ means Personal Identification Number. ‘Price List’ means the material published by us from time to time, including but not limited to in advertisements, on our websites or in other documentation provided to you, which includes the prices and rates for the Services and Equipment we offer including the usage rates for the Services. ‘Services’ means the Telephone Services, the Internet Services, the Television Services and any and all other services provided to you under this Agreement whether directly from the Network or indirectly by means of an Operator’s Network linked to the Network. ‘Software’ means the proprietary software supplied to you by us to enable you to use the Services. ‘Telephone Service’ means the telephony, voice telephony, Digital Telephony and ancillary services provided to you under this Agreement. ‘Television Service’ means the television programming services, Pay Per View Programming, On Demand TV, streaming and/or audio services provided to you under this Agreement, including those provided by DVR. ‘User Policy’ means any user policy we issue from time to time in relation to the Services that you can view on your television or computer screen. ‘Virgin Media’ means Virgin Media Ireland Limited. ‘Us’, ‘Virgin Media’ or ‘We’ means Virgin Media Ireland Limited with a registered address at Building P2, Eastpoint Business Park, Clontarf, Dublin 3. ‘On Demand TV’ means those Events and other programmes that you order, which may be free of charge or may be subject to payment of a separate fee per Event, programme, or service or on a subscription basis. ‘You’ means the customer(s) we make this agreement with and includes a person who we reasonably believe is acting with your authority or knowledge. 7 2. Provision of Services 2.1 We shall provide and you shall use the Services and Equipment subject to the terms of this Agreement. We will provide the Services to you from the date we activate them and will continue to do so unless this Agreement is terminated as per this Agreement. 2.2 In supplying the Services we will always use our reasonable skill and care but are unable to guarantee fault free performance. The Services are provided on a best efforts basis and we do not warrant that any connection to, transmission over, or results of the Equipment or the Services will meet your requirements or will provide uninterrupted use or will operate as required or at any minimum speed, or error free. We cannot guarantee minimum bandwidth delivered to you and we cannot guarantee that all data traffic can be transported complete and without delay. If a fault occurs you should notify us by contacting our customer management centre. If you are unable to access the Services through no breach by Virgin Media of this Agreement, you remain liable to pay all Charges that would otherwise apply. 2.3 We have the right to change or suspend the Services where we reasonably determine that any technical modification to the Network or change in our trading, operating or business practices or policy is necessary to maintain or improve the Services which we provide to you, including, but not limited to: (i) changing the code or technical specifications of the Services for operational reasons including quality of service; or (ii) interrupting or suspending the Services due to an emergency, for the purposes of repair, maintenance, improvement or because of other operational reasons; or giving instructions to you which we believe are necessary for health or safety or for the quality of the Services provided to you or to other customers; or (iii) where there is any change or amendment to any law or regulation which applies to our trading, operating or business practices or policy or the Commission for Communications Regulation or any other Competent Authority makes any direction or order recommending or requiring any technical modifications or changes in our trading, operating or business practices or policy; or (iv) provided such change does not result in a material reduction in the Services in our reasonable opinion it is otherwise necessary or desirable to do so. (v) Where possible, we will give written notice to you prior to the changes being introduced. We will also publish details of any changes (including the operative date) on our website as soon as possible prior to the changes being introduced. 8 2.4 We may, from time to time, supply you with certain promotional or test services, including channels and programming, whether for a charge or otherwise.