Broadband Practices | V4 Consumer's Commitment to UK internet

V4 Consumer Code of Practice All about V4 Conusmer and the services we provide.

As a company who provide electronic communications, we're required by Ofcom (the industry regulator) to produce various codes of practice.

Our Code of Practice is set out below. We pride ourselves on meeting all the standards set for us and complying with Ofcom's General Conditions. We regularly review our processes, systems and people to ensure we're doing just that.

We have a vision of becoming the leading broadband supplier for homes in the UK. V4 UK started out from humble beginnings back in the year 2014. Our founders experienced long standing success building easy to understand communications packages tailor made to suit every home. We invest everything into in our customers and employees.

We have now emerged as one of the fastest growing Telecoms Service Providers in the Midlands, catering to homes across UK with our nationwide presence.. Whether your home is in the city or in the countryside, we will be there to provide you with the very best service.

The fastest way to contact us is by giving us a call on 0330 118 8871, or by our live chat during opening hours.

You can also get in touch with us by writing to V4 Consumer, Cash’s Business Centre 228 Widdrington Road, Coventry CV1 4PB

We'll aim to respond to all written communications within ten working days.

We are committed to providing excellent customer service and endeavour to deal with any complaint fairly and within a reasonable period of time. However, should you remain dissatisfied with any aspect of our service, you should follow our Complaints Policy by sending a formal written letter to the address: V4 Consumer, Cash's Business Centre, Unit 2, Ground Floor, 228 Widdrington Road, Coventry CV1 4PB or by emailing and we will try to resolve your complaint as soon as possible.

If a complaint cannot be resolved within 8 weeks of you raising it with us, then you may consider alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. Alternative dispute resolution services for our customers are provided by Ombudsman Services: Communications whose website is who will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings. Alternatively, you can refer your dispute to the European Commission online dispute resolution platform.

We offer a wide range of great value internet and phone packages for residential customers. We also provide mobile phone and SIM only services for residential customers as well as CCTV and Alarms Systems.

Find out more about our residential broadband packages and business broadband packages.

Fibre broadband
Find out more about our residential Suprer fast fibre broadband and Ultra fast fibre broadband.

CCTV and Alarm systems
Find out more about our residential CCTV and Alarm system packages.

SIM Only
Find out more about our SIM only.

Our terms and conditions apply to all our broadband, fibre, phone, security, and SIM only from V4 Consumer services.

We'll also 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.

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.

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.

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 home phone or mobile, or that the price of that call is incorrect, you'll be liable for the call(s) at the applicable rate at that time.

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. More information can be found on in our terms of conditions

If we cancel the services provided to you because you haven't made payment within the terms and conditions and you later decide to resume the service, you might be liable to pay a re-activation and administration charge.

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.

We take the security of our websites and your data extremely seriously. Our privacy policy sets out how we use your personal information.

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