These Service Terms apply to customers who subscribe to Origin and are in addition to Our
Terms and Conditions. Please refer to Our Terms and Conditions for more information on what
terms apply to Your contract with Us.
REQUIREMENTS FOR BROADBAND AND INSTALLATION
To be supplied with Our Broadband services, You must have a cable connection that is either:
for Our Superfast products, a copper phoneline connected to Network Terminating
Equipment (NTE), this typically takes the form of a small white box on Your exterior
wall; or
for Our Ultrafast services, a fibre optic cable connected to Network Terminating
Equipment (NTE), this is typically a larger white powered box on Your wall.
If You do not have one of the connections listed above, in order to be provided with broadband
services under these Service Terms, You may be asked to sign a specific document to enable
us to access the property called a wayleave agreement allowing Us or one of Our partners to
install, operate, or maintain the appropriate services. Any works carried out by engineers may
result in a temporary disconnection.
We provide Our broadband service through a hub which will be required to provide Our
broadband services at Your home.
Where installation or set up services are required, applicable charges may apply the details of
which can be found in our Price Guide.
QUALITY OF BROADBAND SERVICE
In some cases, it may be necessary to apply Traffic Management measures to ensure consistent
network performance. We reserve the right to apply any Traffic Management measure We deem
necessary. Traffic Management shall mean the routing, prioritisation or blocking of data traffic
transmitted across the Origin or any partner network to ensure the best quality of service is
delivered to Our customers. When Traffic Management is in use, you may notice a reduction
in your sync speed and/or increased latency.
As stated under our Terms and Conditions (clause [13]) We are not responsible for
circumstances outside of Our control and We have taken reasonable steps to prevent or
minimise the impact of such matters. If there is a substantial interruption of the services for an
extended period of time You may contact us to end Your services and receive a refund for any
amount of time where You have not received the affected services You have paid for.
Your upload and download speeds will depend on various factors, including:
the type of connection to Your device, such as wired or wireless;
capability of Your device;
the number of connected devices to Your network; or
Your home environment e.g., thick walls.
For this reason, We manage Our network based on the speed of service to Your hub known as
“Sync Speeds”.
It may take up to two weeks from installation for Your speeds to stabilise. If, after this period,
You’re regularly getting significantly lower download speeds, please contact Us.
Ultrafast Services
If You take an Ultrafast service from Us, the following terms will also apply:
If Your Ultrafast service does not include telephony, You will be unable to access a
phoneline and You’ll be unable to make or receive calls.
If Your Ultrafast service includes telephony, this will be provided over Your broadband
connection. In the event of a power outage, Your phoneline will become unavailable
until Your broadband connection is restored unless You have purchased a battery backup
unit.
Certain features may not be available, and We will inform you about this if this is the
case.
Ultrafast will replace Your current broadband service if You currently take this from
Us.
CHANGING YOUR SERVICE OR MOVING HOME
Where applicable for Your broadband services, if you have requested Us to do so, We will
attempt to transfer Your number from Your existing supplier. It will not be possible to transfer
Your number if You are moving to a different geographical area.
When moving home or changing services We will tell You at the time what will be applicable
to Your broadband services.
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