Code of Practice

Fixed Wireless Broadband

As a honest provider of telecommunications, we abide by our strict code of conduct to ensure we never let you down intentionally and if we do, we’ll do all we can to put things right. We have a complaints procedure that ensures problems that repeat or are harder to get resolved get the appropriate attention. In the event we fail you, we’ll even promise provide a exit, penalty free.  

We pride ourself on our network and the services we have to offer. Being great value for money and great quality makes our broadband stand out from the crowd and we firmly believe decent broadband doesn’t have to be financially unobtainable. 

While we try and keep our network operational around the clock without fault or slowdown, some faults or outages may happen from time to time. We will report outages on our status page and dispatch engineers accordingly. During planned outages, we will try and perform these out side of business hours (off-peak) to minimise disruption. 

We strive to operate a tight ship with the network being monitoring around the clock for proactive fault management. We operate a 24 hour ticket and a 24 hour emergency support line, when no agents are available, we offer a call back service and will raise any issues with an engineer to investigate. 

We’ll visit any outage within 24 hours and visit any degraded service within 5 days. Where matters are outside of our control, we will keep you updated throughout. 

Please call 0800 6 102109 or click here to report an issue. 

On every page at the footer and upon ordering, you will find our Terms and conditions – click here to view. We believe to be fair and without confusing jargon and special offers. We provide our services subject to an 18 month contract with a reasonable early termination fee. 

As part of our general terms, our privacy policy sets out how we use your data and the steps we take to secure it. We will never sell or share your data.

WestWiFi is a trading name for WestNetworks Innovations Limited, who are deploying superfast broadband networks across the South West of England. We operate from 11 Alstone Road, Highbridge, Somerset, TA9 3DT and can be contacted via freephone 0800 6 102109. 

We’re committed to providing the best customer service to all our customers, including those with disabilities. We want to make it as easy as possible for our customers to get the most out of the services we provide. Get in touch if you require extra assistance. 

We’re committed to providing the best value for money broadband services which gives everyone the opportunity to access superfast internet. We’re introducing cheaper services than our competitors without restricting its usage. We’re working on even more products which could offer a lifeline when living on a tight budget. 

We’re investigating the opportunities we could provide those returning to work with flexible part time working hours at or above the national living wage, on the job training and being a reference for a CV in order to obtain better, full-time work. 

We try to be as environmentally friendly as possible, from buying renewable electricity exclusively, sending not one item to landfill and planting bee friendly wildflowers around our assets. By doing our bit, we’re helping the wider community in more ways than broadband. 

Gender, race, creed, colour, age or personal disability will never be a factor or an issue for any product, service or member of staff. 

We will issue an invoice in the PDF format by email, which will contain all the information needed to identify the service and make a payment. A receipt will be emailed in the PDF format once the payment has cleared. Recurring payments will have the invoice sent 2 weeks prior to the payment becoming due. Overdue payments will be notified by email 3 times before the service is suspended. 

We accept Bank Transfer, Direct Debit or Credit/Debit Card. If you are in hardship, please contact us via freephone 0800 6 102109 to remedy the situation. 

If you have any questions, Please feel free to contact us on 0800 6 102 109 or email us by clicking here