About These Terms
These Terms and Conditions ("Terms") apply to the home phone service provided by Jake Wells, trading as JW Home VoIP, a sole trader ("I", "me", "my"). By ordering a line, whether by phone, email or through the website, you agree to these Terms.
1. The Service
JW Home VoIP is a UK-wide home phone service that replaces a traditional copper landline (or provides a first home number, if you've never had a landline) with a digital line that works over your home broadband. The service is resold through an established VoIP partner programme rather than run on my own network, and is set up and supported personally by me.
What's Included
Number transfer where applicable, setup handled personally over the phone, an app to make and receive calls from any smartphone, and voicemails transcribed and emailed automatically. A physical handset is available as an optional paid extra — it is never required.
2. Ordering & Confirmation
A line can be ordered by phone, email, or through the contact form. It's confirmed once we've discussed your setup — including whether you're transferring an existing number — and agreed a switch-over date. There's usually no engineer visit required, and the switch can typically be completed within a matter of days once your number transfer is authorised by your current provider.
3. Pricing, Payment & Contract Length
The line is provided on a 24-month agreement, stated plainly at the point of ordering and never buried in small print. There is no separate activation fee and no hidden line rental beyond the monthly price shown.
- Billing starts once your line is live
- Accepted payment methods will be confirmed at the time of ordering
- The optional handset can be added or removed by agreement at any time
4. Number Transfer ("Porting")
If you're keeping an existing number, it is transferred ("ported") from your current provider to your new digital line. This depends on your current provider releasing the number and can occasionally take longer than expected for reasons outside my control. I'll keep you updated throughout, and your existing service should keep working normally until the transfer completes.
5. Cancellations, Cooling-Off & Early Termination
If you order the service at a distance (by phone, email, or through the website), you have a statutory 14-day cooling-off period under the Consumer Contracts Regulations, during which you can cancel without charge, provided the service hasn't already been fully set up and used at your request.
Outside the cooling-off period, ending the agreement before the 24 months are up may involve an early termination charge, reflecting the months remaining on the agreement — this will always be explained clearly before you order, and again if you ever ask to cancel early. There's no charge to cancel once the 24-month term has completed; the service simply continues on a rolling basis unless you tell me otherwise.
6. The Honest Bit — Service Limitations
This service depends on your home broadband and mains power, and I'd rather flag the practical limitations upfront than have you discover them later:
- Broadband dependency: the line only works while your home broadband connection is working.
- Power cuts: unless your router has battery backup, the line will not work during a power cut.
- Telecare / careline pendants: if anyone in the household uses a personal alarm pendant, it is your responsibility to check compatibility with your telecare provider before switching. I'm happy to help you work through this, but compatibility itself is confirmed by your telecare provider, not by me.
- Emergency (999) calls: emergency calls are supported, but your address must be registered for accurate location routing as part of setup — I'll guide you through this one-off step.
7. Your Responsibilities
To keep the switch smooth: provide accurate information about your current provider and number, respond to requests for authorisation needed to complete the number transfer, keep your home broadband and router working, and let me know promptly about any telecare, medical alarm, or alarm-monitoring equipment connected to your existing line before switching.
8. Liability
Reasonable care and skill are always used when setting up and supporting your line. I'm not liable for service interruption caused by factors outside my reasonable control — including your broadband provider, power cuts, or issues with the underlying VoIP partner network — or for losses arising from inaccurate information you provided, including about telecare equipment. My liability for any claim relating to the service is limited to the fees paid for that service.
9. Data Protection
Any personal data collected as part of ordering or providing this service, including the address registered for emergency call routing, is handled in line with the Privacy Policy, which forms part of these Terms.
10. Complaints & Dispute Resolution
If you're ever unhappy with any part of the service, please get in touch directly and it will be addressed as quickly as possible: jake@jwhomevoip.co.uk or 07452 752398. As a UK telecoms service, if a complaint can't be resolved directly between us within eight weeks, you have the right to refer it free of charge to an Ofcom-approved Alternative Dispute Resolution scheme for communications providers.
11. Changes to These Terms
These Terms may be updated from time to time. Any significant change will be communicated to active customers directly, with reasonable notice before it takes effect. The "Last updated" date above reflects the most recent version.
12. General
Governing law: these Terms are governed by the laws of England and Wales. Entire agreement: these Terms, together with the Privacy Policy and anything specifically agreed at the time of ordering, form the entire agreement between us. Severability: if any part of these Terms is found to be unenforceable, the rest continues to apply as normal.
JW Home VoIP is operated by Jake Wells as a sole trader.