Your router will arrive pre-configured, should you wish to use your own router in conjunction with your seethelight services then please call us to obtain a password.
Wireless is a great way of getting online. However, due to the nature of wireless networking and environmental influences, we cannot guarantee that wireless will work in every location. seethelight advertise our broadband speeds based on wired connections. If you connect wirelessly, this may affect the speeds you receive. Speeds can be affected by thickness of walls, or even metal objects within your property, which can interfere with signal. For help on improving wireless connections and speeds, contact us for free on 0800 331 7638 or see our wireless guide here
Rental charges are billed in advance and cover cost per month. All usage charges are billed in arrears, for example, with regard to your telephone service you will be billed for the calls you have already made.
Your first bill is likely to be larger than normal, because we charge you from the day your services are activated and then one month in advance. For example, if your services were activated on the 3rd of the month, and you are billed on the 15th, you would be charged 12 days plus one month in advance.
Non-Direct Debit bill payments will incur a monthly charge of £2.50, should you choose to receive your bills via paper billing a monthly charge of £1.50 will be applied. Both these charges are shown on your monthly bill. All prices are inclusive of VAT unless stated otherwise.
seethelight services are provided to you under the terms and conditions set out by Combined Residential Telephone and Internet Service: Terms and Conditions document. A copy can viewed or downloaded from the 'Useful Documents' section of the seethelight website. Please note that the home wiring is the responsibility of your house developer.
At the end of your contract period, unless you notify us that you do not wish to renew your agreement with seethelight, you will be entered into a rolling contract. Independent Fibre Retail Limited, trading as 'seethelight', is registered in England and Wales at Sky - Grant Way, Isleworth, Middlesex, TW7 5QD.
Cancellation refers to the cancellation of all or part of the Combined Residential Telephone and Internet Service, whether you are switching to an alternative service or closing your account altogether. If you would like to cancel seethelight services, then we will require 30 days’ notice from you. You may need to pay early termination fees if you are still within your minimum contract term of 12 months. The early termination fees can be seen here We will add these early termination fees to your final bill. If you are within your cooling off period, and you cancel, you will be required to send your router and Ethernet cables back. For more on our cancellation policy, you can view our Terms and Conditions here or visit our Switching and Cancellations page here
seethelight respects your right as our customer to privacy and takes its responsibilities regarding the security of your information very seriously. We have developed a privacy policy because we want you to feel confident about the security of your personal data. If you want further information on how seethelight uses your data, a copy our Privacy Policy can viewed or downloaded from the 'Useful Documents' section of our website.
We strive to offer excellent value for money and the highest quality of service. If you are unhappy with our service please contact us and let us know. We are fully committed to addressing all complaints fully and fairly within a reasonable time frame. In the first instance we will attempt to resolve complaints by telephone. Please ask us if you wish to receive a response in writing. We aim to provide a substantive reply to all complaints received within 10 working days. You can view our complaints policy here or to contact us and complain, please use our online contact form here
Customer Services:
0800 331 7638
Email:
Contact Us
Address:
Driscoll 2
Ellen Street
Cardiff
CF10 4BP