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1. Introduction
2. About Us
3. Contacting Us
4. Our Services
5. Our Obligations to You
   • 5.1 Service Installation
   • 5.2 Assured Telephone Service (Primary Line)
   • 5.3 Broadband Service
   • 5.4 Identifying Our Staff
   • 5.5 Fault Repair and Maintenance
   • 5.6 Cessation of Service
6. Billing and Payment
   • 6.1 Payment Methods
   • 6.2 Pricing and Credit
7. Complaints Resolution
8. Emergency, Operator and Directory Services
9. Prevention of Unsolicited Calls
10. Confidentiality
11. Individual Needs
12. Customer Communication
13. Rocket Fibre’s Code of Practice for Premium Rate Services (PRS) and Number Translation Services (NTS)
14. Malicious and Nuisance Calls
15. Advertising
16. Social Responsibility
17. Useful Contacts

1. Introduction

This Code of Practice provides information on:

• Our services
• How to contact us
• Billing and payment arrangements
• Service costs, performance expectations, and what to do if dissatisfied

References to “we,” “us,” and “Rocket Fibre” mean Rocket Fibre Ltd. “You” refers to the customer. This code is reviewed annually or after significant legal changes. It provides guidance but does not form part of any contract. Terms and Conditions: www.Rocket-Fibre.co.uk

2. About Us

Rocket Fibre Limited (trading as Rocket Fibre) is registered in England and Wales at:

Unit 5 Perth House, Corby Gate Business Park, Corby, Northamptonshire, NN17 5JG
Company Number: 12821973

Rocket Fibre provides ultrafast Fibre-to-the-Home broadband and crystal-clear voice services.

More information: www.RocketFibre.co.uk

3. Contacting Us

• By Phone: 0300 1 77 22 11
• By Post: Rocket Fibre Ltd, Unit 5 Perth House, Corby Gate Business Park, Corby, Northamptonshire, NN17 5JG

Opening hours:

• Monday – Friday: 9 am – 5 pm
• Saturday: 9 am – 4 pm (excluding public holidays)

4. Our Services

• Telephone Service: Various call packages, including Voice Anytime, International, and Mobile. Details available at www.Rocket-Fibre.co.uk
• Broadband Service: Always-on broadband, suitable for web browsing, gaming, and streaming. Subject to our Acceptable Usage Policy.

5. Our Obligations to You

5.1 Service Installation

• Installation by an agreed date
• Customers moving from another provider may keep their phone number (charges may apply)
• We can transfer your service if you move home, where possible

5.2 Assured Telephone Service (Primary Line)

• Requires mains power (240V AC)
• Calls (including 999/112) will not work in a power cut unless a battery backup unit is installed (available on request)

5.3 Broadband Service

• Delivered via our network equipment
• Supports VoIP services but without a guaranteed quality level

5.4 Identifying Our Staff

• Our staff carry company ID
• If in doubt, refuse entry and contact us

5.5 Fault Repair and Maintenance

• We proactively maintain our network
• Contact us if you experience service issues

5.6 Cessation of Service

• 30 days’ notice required for cancellation
• Early termination fees may apply

6. Billing and Payment

6.1 Payment Methods

• Direct Debit (preferred) – No admin charge
• Debit or Credit Card – Payments via phone or www.Rocket-Fibre.co.uk

 

6.2 Pricing and Credit

• Prices available online and may change
• Customers must pay bills on time
• Debt support and flexible payment options available

7. Complaints Resolution

Handled according to our Complaints Code of Practice.

8. Emergency, Operator and Directory Services

• Emergency services: Dial 999 or 112
• Operator assistance: 100 (UK) or 155 (International)

9. Prevention of Unsolicited Calls

• Register with the Telephone Preference Service (TPS) to block unwanted marketing calls. Free registration at www.tpsonline.org.uk

10. Confidentiality

Rocket Fibre respects customer privacy. Full details in our Privacy Policy at www.Rocket-Fibre.co.uk

11. Individual Needs

• Large print or Braille documents available
• Priority fault repair for essential users
• Nominee billing for dependent customers
• Next Generation Text Service (NGTS) available for hearing/speech-impaired customers

12. Customer Communication

• We follow UK marketing guidelines
• Compliance with Data Protection, TPS, MPS, and FPS regulations

13. Premium Rate Services (PRS) and Number Translation Services (NTS)

• Information on premium rate numbers, charges, and call blocking available at www.phonepayplus.org.uk

14. Malicious and Nuisance Calls

• Malicious calls (threats, abuse) may be a criminal offence
• Anonymous Call Rejection available on request

15. Advertising

Rocket Fibre complies with the Advertising Standards Authority (ASA) Code of Practice

16. Social Responsibility

• Commitment to equal opportunities and employee training
• Compliance with UK employment and anti-discrimination laws

 

17. Useful Contacts

National Debtline: www.nationaldebtline.org or 0808 808 4000

Ofcom: www.ofcom.org.uk

Citizen’s Advice Bureau (CAB): www.citizensadvice.org.uk