4tech Code of Practice
We aim to make your move to 4tech as smooth as possible, however we understand sometimes things can go wrong. If anything does go wrong, we want to know so we can put things right as quickly as possible.
As a company who provide electronic communications, we’re required by Ofcom (the industry regulator) to produce various codes of practice.
4tech is a trading name of Tetralogic Ltd a company registered in England and Wales (company number 11878528). Our registered office is Suite 12, 319 Wilmslow Road, Heald Green, Cheadle, United Kingdom, SK8 3PW.
We provide fibre broadband, VoIP telephony, IT support and security and digital marketing services to businesses across the UK. With more than a decade of experience in these sectors we know how to balance cost, features and support to give small businesses the best possible offers.
How to contact us or make a complaint
The fastest way to contact us is by phone on 03300 88 00 44.
You can also get in touch with us in writing, including by email at firstname.lastname@example.org. Please note we cannot process service cancellation requests unless they are submitted by email to email@example.com. If you contact us in writing, we’ll aim to respond to you within five working days.
Whilst we aim to deliver a high level of customer satisfaction, we acknowledge that problems do come up from time to time. If you’re not satisfied with the service you are receiving, please get in touch.
If you’re not satisfied with our service and wish to leave us, you can, so long as it’s in accordance with the terms and conditions between us.
Products and services
We offer a wide range of great value internet, phone, IT and marketing packages for business customers.
For our business fibre broadband and phone services, our Business Terms and Conditions will apply.
We don’t have an acceptable fair use policy, we work with individual customers to understand their requirements and if required set a fair usage limit. We do however comply with all applicable legislation.
We take our obligations under our terms and conditions and applicable legislation very seriously. They ensure that we meet the needs and demands of our customers and that we continue to deliver a great service.
Availability and downtime
We’re proud of how reliable our network is and we aim to provide a continuous, high-quality service.
However, we cannot guarantee that the service will always be fault free as sometimes things go wrong.
Before reporting a service fault to us you might find it helpful to check the following:
- Help & Support, here you can find help articles, FAQs and a contact form which allows you to get in touch with our Support Team
- Service Status, provides details of any known service-affecting issues
We aim to correct all reported faults as soon as is reasonably possible.
We’ll always try and provide you with an uninterrupted service. But you might experience a break in service as a result of a power cut or power failure. This could impact your telephone, broadband and ability to contact emergency services.
Sometimes it is also necessary to carry out maintenance or repairs of our network but before we do this, we’ll try to give you as much notice as we can and do our best to restore the service as soon as possible.
If an engineer is required to visit your premises and the fault is found to be caused by your equipment, or as a result of damage to our or BT equipment, you might need to pay a call out charge.
We don’t guarantee that the service will always be fault free or uninterrupted. therefore we do not pay compensation other than in exceptional circumstances. Your legal rights in respect of services which have not been provided are not affected.
As our customer, you’ve agreed to pay for your selected service(s) as outlined within the relevant terms and conditions, including all charges for the equipment and services we supply to you. This includes any additional charges detailed within the relevant terms and conditions, price guide (or our charges schedule if you’re a business customer) or tariff guide if applicable.
If you or we find a mistake on your bill, you’ll be credited accordingly. But if we’ve no reasonable grounds to believe a call didn’t originate from your device, or that the price of that call is incorrect, you’ll be liable for the call(s) at the applicable rate at that time.
It’s your responsibility to make sure you understand the charges associated with each call you make. This especially applies to Premium Rate Numbers (numbers starting with 09xx) and Number Translation Services (numbers starting with 08xx).
When you register for a service with us you’re able to view any charges for which you’re liable to pay. We’ll notify you by email before your scheduled billing date of any charges to be applied.
We expect all our customers to adhere to the payment terms within the relevant terms and conditions and pay their bills promptly. If you fail to make payment of the charges you owe to us when they are due, exceed any agreed credit threshold with us or fail to make payment by the due date we may at our discretion restrict or cancel your service, in part or in full until payment has been received.