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FAQs - Thamesoptic (UK-based Customers)

1. What is Thamesoptic?

Thamesoptic is an internet service provider offering high-speed broadband and fiber optic internet services to customers in the United Kingdom.

To subscribe to Thamesoptic internet services, you can visit our website or contact our customer support team. They will guide you through the subscription process and help you choose the best plan for your needs.

Thamesoptic offers high-speed internet services, including fiber optic connections. The actual speed you experience will depend on the plan you choose, the technology available in your area, and other factors such as network congestion and the capability of your devices.

Thamesoptic offers a range of internet plans to suit different requirements. We provide options for both residential and business customers, including various speed tiers and data allowances. You can select the plan that fits your usage and budget.

Yes, in most cases, you can use your own modem and router with Thamesoptic services. However, it is important to ensure that your equipment is compatible with our network. Our customer support team can provide you with the necessary information and recommendations.

Thamesoptic offers high-speed internet services, including fiber optic connections. The actual speed you experience will depend on the plan you choose, the technology available in your area, and other factors such as network congestion and the capability of your devices.

Yes, Thamesoptic has a fair usage policy in place to ensure equitable access to our services for all customers. The fair usage policy defines acceptable usage limits to prevent excessive data consumption that may negatively impact network performance for others. Details of the fair usage policy can be found in our terms and conditions.

Thamesoptic provides customer support through various channels, including phone, email, and online chat. Our dedicated support team is available to assist you with any technical issues, billing inquiries, or general assistance related to our services.

Customer Support - Thamesoptic (UK-based Customers)

1. Contact Channels

a. Phone: You can reach our customer support team by calling our dedicated customer support helpline at [customer support number]. Our representatives will be ready to assist you with any queries or concerns.

b. Email: If you prefer to communicate via email, you can send your inquiries or support requests to [customer support email]. Our team will respond to your email promptly.

c. Live Chat: Our website features a live chat option where you can connect with a customer support representative in real-time. This allows for quick and convenient assistance.

Our customer support services are available during specified business hours. These hours will be communicated to you through our website, automated phone system, or by our customer support representatives

If you encounter any technical issues with your Thamesoptic internet service, our technical support team is ready to assist you. Whether it's connectivity problems, troubleshooting, or configuration assistance, our experts will work diligently to resolve the issue as quickly as possible.

For inquiries related to billing, payments, or account management, our customer support team will provide you with the necessary assistance. They can help with questions about invoices, payment methods, plan changes, and other account-related matters.

If you wish to upgrade your plan, modify your service, or make any changes to your Thamesoptic subscription, our customer support team will guide you through the process. They will provide information about available options and help you choose the best solution to meet your needs.

We value your feedback and take customer satisfaction seriously. If you have any feedback, suggestions, or complaints regarding our services, please don't hesitate to reach out to our customer support team. We will listen to your concerns and take appropriate action to address them.

In addition to our customer support channels, we offer self-service resources on our website. These resources may include FAQs, troubleshooting guides, and instructional materials to assist you with common inquiries or issues.

We are committed to providing timely and effective customer support, ensuring that you receive the assistance you need for a smooth and satisfactory internet experience with Thamesoptic.

Please note that specific details and contact information for Thamesoptic's customer support may vary. It is recommended to visit our official website or refer to the documentation provided with your Thamesoptic subscription for the most accurate and up-to-date information on how to contact customer support.

Privacy & Policy

1 . Who Are We?

1.1 This is the privacy policy of the Thames Network Limited. The controller will be the relevant company responsible for the website this privacy policy is locate on. Our main registered address is Unit 50, New Lydenburg Street, SE7 8NE, We provide telephony, broadband, fibre, TV and mobile services. We are responsible for your personal data as data controller.
1.2 We have a data protection officer who is responsible for all of our issues relating to the protection of personal data. The data protection officer can be contracted at the below: The Data Protection Officer

Thames Optic, Unit 50 , New Lydenburg Street ,London ,SE7 8NE

1.3This privacy policy applies from 5th April 2023

2.1 This privacy policy applies to
(a) Customer
(b) Prospective customers
(c) Individuals that use our websites
(d) Former customers
(e) Nominated users or individuals acting under a power of attorney and
(f) Shareholders

2.2 Our services are not intended for children, unless we expressly state otherwise, and we do not knowingly collect or process personal data relating to children or anyone aged under 18 years.

2.3 It is important that the personal data we hold about you is accurate and current. It’s your responsibility to keep us up to date if you make any changes to your personal data it her through updating your My Account details or contracting us here.

3.1 Personal data is any information that can identify a natural person. We may collect, use, store and transfer different categories of personal data to enable us to deliver our services, as follows:
(a)Data about your identity including first name, last name, title, date of birth and gender
(b) Data about your contact details including service address, correspondence/billing address, email address, landline telephone number and mobile phone number
(c) Financial data including your bank account details for a direct debit and payment card details and your credit rating
(d) Data relating to a transaction including details about payments to and from your and about the products and services that you have purchased from us
(e) Technical datain cluding IP address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, ThamesOptic webmail emails, online chat logs and other information on the devices you use to access our services
(f) Data about your ThamesOptic profile including your My Account username and password, your interests, preferences, feedback and survey responses
(g) Data about your usage or potential usage of our products and servicesincluding the suitability of your property for certain products, the devices, set up or configurations you have, or might require, to use the services, the amount of time you spend online, the channels and programmes you watch and record, websites you visit, or when you make a call the number destination and length of your call
(h) Data relating to your marketing and communications choices including what method you would like to receive marketing and how frequently and
(i) Special categories of personal data including information about your health that we may need to know to provide you with the best service for you and biometric data that you may give uss to gain quicker access to your account information.

3.2 We may also collect and use non-personal data ssuch as statistical or demographic data. This data may b derived from your personal data but is not considered personal data as this data cannot identify you.

4.1 Information you give us :
(a)Data about your identity including first name, last name, title, date of birth and gender
(a) When you place an order with us for any of our services (for example over the phone, online or through a third party affiliate), we will need certain information to process your order.
(b) When you contact us to discuss your services, we may ask for certain information to be able to confirm your identity, check our records and answer your questions quickly and accurately.
(c) If you take part in any trials, complete any survey or enter any competitions we may ask for information about you, which we will make clear to you at the time and for the purpose we will be using this information.
4.2 Information we automatically collect

(a) We will automatically collect information
(i) when you use our services and
(ii) when you visit our websites or use our mobile applications, we may collect and process information about your usage of these by using “cookies” and other similar ThamesOpticClassification: Private technologies to help us make improvements to the websites and to the services we make available
(iii) when you download or use mobile applications created by us and, where applicable, have requested or consented to location services, we may receive information about your location and your mobile device, including a unique identifier for your device. We may use this information to provide you with location-based services, such as search results, and other personalised content. Most mobile devices allow you to turn off location services. Our mobile application does not collect precise information about the location of your mobile device.

4.3 Information we receive from other sources
(a) We may receive personal data about you from third parties and other entities, publicly available sources and companies within the ThamesOptic in the following categories
(i) companies contracted by us to help us provide services to you
(ii) other telecommunications operators when transferring services
(iii) marketing or market research organisations
(iv) credit reference agencies or fraud prevention agencies

5.1 The information we collect and receive helps us to better understand what you need from us and to improve the provision of our services to you.

5.2 We use the information collected for example to:
(a) verify your identity when you use our services or contact us
(b) process your enquiries, orders or applications, for example when assessing an application, we may use automated decision-making systems
(c) carry out credit checks and to manage your accounts (click here to see our Credit Reference Agency Information Notice); (d) monitor, record, store and use any telephone, e-mail or other electronic communications with you for training purposes, so that we can check any instructions given to us and to improve the quality of our customer service, and in order to meet our legal and regulatory obligations
(e) where you have agreed, provide you with information about other ThamesOpticservices, offers or products which you may be interested in and/or invite you to take part in our referral scheme
(f) to tell you about changes to our websites, services or terms and conditions
(g) carry out any personal data and/or marketing analysis, profiling or create statistical or testing information to help us personalise the services we offer you and to understand our users/customers better, understand what our users/customers want and how they use our products and services
(h) recover any monies you may owe to us for using our services
(i) analyse our services with the aim of improving them
(j) prevent or detect a crime, fraud or misuse of, or damage to our network, and to investigate where we believe any of these have occurred and
(k) monitor network traffic from time to time for the purposes of backup and problem solving, for example our automated system may monitor email subjects to help with spam and malware detection.

5.3 Your data may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law.

5.4 We may supplement the information directly collected by us with data from third parties (for example socio-demographic data, credit reference agencies and fraud prevention agencies etc.) to further improve our data quality as well as the services or products we offer customers.

6.1 We may need to share your information with organisations outside ThamesOptice.g. to help us provide our services to you.

6.2 categories of non-ThamesOpticparties that we would share your details with are
(a) Third party suppliers who help ThamesOpticto perform our services
(b) Professional advisors
(c) Law enforcement agencies
(d) Other companies as part of the process of selling one or more of our businesses or part of those businesses; and (e) Regulators (such as Ofcom or the ICO)

6.3 Where we share your information with third parties they are required to follow our express instructions in respect of the use of your personal information and they must comply with all applicable UK data protection laws to protect your information and keep it secure.

7.1 We take protecting your data seriously, and will do our utmost to employ appropriate organisational and technical security measures to protect you against unauthorised disclosure or processing.

7.2 Unfortunately we cannot guarantee the security of transmitting information via the internet. We have tried to create a secure and reliable website and mobile application for our users in line with industry standards. However, we have no responsibility or liability for the security of personal information transmitted via the internet.

8.1 We process each type of personal data for one the following reasons
(a) We need to process the data under our contract with you for our services
(b) We have a legitimate interest as a business processing your data
(c) We have a legal obligation to process the data or
(d) We have your consent (which you can withdraw at any time)
8.2 If you don’t provide us with the data we need then we may not be able to perform our contract with you and may need to terminate the contract. If this happens we will notify you as set out in our Terms and Conditions.

9.1 From time to time the third parties we share our data with may be outside of the United Kingdom in countries that do not always have the same standard of data protection laws as the UK. However, we will have a contract in place to ensure that your information is adequately protected, and we will remain bound by our obligations under applicable UK data protection laws even when your personal information is processed outside of the UK. The sorts of measures we use to protect your data in this instance are security reviews of the organizations, contractual model clauses approved for use by the European Commission or other approved transfer mechanisms..

10.1 Unless there is a specific regulatory or legal requirement for us to keep your information longer, we will keep your information for as long as it is necessary for the purpose for which it was collected.

10.2 To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorized use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

11.1 As a data subject you have a number of personal rights under data protection laws in relation to your personal data. These are:
(a) Subject access requests - You have a right to access personal data that we hold as a data controller.
(b) Right to be forgotten - In certain circumstances you have a right to request that your personal data be erased from the systems within our control.
(c) Rectification - You have a right to correct your personal data that we hold as a data controller.
(d) Withdraw consent - Where we have offered you the right to consent to giving us your data, for instance with your marketing preferences, you have the right to withdraw your consent at any time.
(e) Objection and restriction of processing - In certain circumstances, you have a right to object to or request we restrict our processing of your personal data.
(f) Right to port – You have a right to receive certain information about you in a machine readable format

11.2 If you would like more information about these rights or how to apply them, please go to our help page.

12.1 If you would like to make a complaint about our use of the personal data you should contact our Data Protection Officer at the details above. If we have not resolved your complaint, you can contact the UK data protection regulator, the Information Commissioner’s Office (ICO) ( We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

We may update this privacy policy from time to time. The revised policy will be posted to this page

Terms and Conditions

1. Service Agreement:

1.1. You, the customer, agree to subscribe to Thamesoptic internet services for the agreed-upon duration and pay the applicable fees as specified in your subscription plan.

1.2. Thamesoptic agrees to provide you with internet access services according to the specifications and terms outlined in your subscription plan./p>

2.1. Thamesoptic will make reasonable efforts to ensure a reliable and uninterrupted internet connection. However, we do not guarantee continuous availability of the service and are not liable for any interruptions beyond our control.

2.2. Thamesoptic may perform necessary maintenance, upgrades, or repairs to our network infrastructure, which may result in temporary service disruptions. We will make reasonable efforts to notify you in advance of any scheduled maintenance.

3.1. You agree to use Thamesoptic internet services for lawful purposes only. You shall not engage in any activities that violate applicable laws, infringe upon the rights of others, or cause harm to our network or other users.

3.2. Prohibited activities include but are not limited to: a. Transmission of any unlawful, defamatory, or obscene content
b. Unauthorized access or attempting to access other networks or systems
c. Distributing malware, viruses, or engaging in any activity that may harm our network or other users
d. Engaging in any activities that violate copyright or intellectual property rights
3.3. Thamesoptic reserves the right to monitor your usage of the service to ensure compliance with these terms and conditions

4.1. Thamesoptic respects your privacy and will handle your personal information in accordance with applicable data protection laws and our Privacy Policy.

4.2. You are responsible for maintaining the security of your devices and network connections. Thamesoptic is not liable for any unauthorized access to your devices or data transmitted over the internet.

5.1. You agree to pay the fees associated with your chosen Thamesoptic subscription plan, including any additional charges for extra services or data usage.

5.2. Payment terms and methods will be specified in your subscription agreement or invoice.
5.3. Failure to make timely payments may result in suspension or termination of your service.

6.1. Either party may terminate the service agreement by providing written notice within the notice period specified in your subscription plan.

6.2. Thamesoptic reserves the right to terminate the service immediately if you breach these terms and conditions or engage in activities that jeopardize the integrity or security of our network.

7.1. Thamesoptic will not be held liable for any indirect, incidental, or consequential damages arising from the use or inability to use our internet services.

7.2. Our liability for any direct damages arising from the provision of the service shall be limited to the fees paid by you for the affected service during the three-month period preceding the event giving rise to the claim.

8.1. These terms and conditions shall be governed by and construed in accordance with the laws of the United Kingdom.

8.2. Any disputes arising out of or in connection with these terms and conditions shall be

subject to the exclusive jurisdiction of the courts of the United Kingdom.Please note that the above terms and conditions are provided as a general guideline and

General Questions

1. What types of internet connections does Thamesoptic provide?

Thamesoptic offers high-speed broadband and fiber optic internet connections to customers in the UK.

You can visit the Thamesoptic website or contact their customer support team to check the availability of services in your specific location.

In most cases, you can keep your existing phone number when switching to Thamesoptic. They can guide you through the process of transferring your phone number.

Yes, Thamesoptic provides Wi-Fi routers as part of their internet plans. They can recommend and provide suitable equipment for optimal performance.

Yes, Thamesoptic allows customers to upgrade or downgrade their internet plans based on their needs. You can contact their customer support team to discuss the available options.

Thamesoptic primarily focuses on internet services, but they may partner with other providers to offer bundled packages that include TV or phone services. It's best to inquire with their customer support team for more information.

The installation time for Thamesoptic internet service can vary depending on factors such as location and availability. Upon signing up, Thamesoptic will provide an estimated installation timeframe.

Yes, Thamesoptic has a fair usage policy to ensure equitable access to their services. The policy sets acceptable usage limits to prevent excessive data consumption that may impact network performance.

If you experience any issues with your Thamesoptic internet service, you can contact their customer support team. They will assist you in troubleshooting the problem and work towards a resolution.

Buiyng Questions

1. How do I sign up for Thamesoptic internet service?

To sign up for Thamesoptic internet service, you can visit their website and follow the online registration process. Alternatively, you can contact their customer support team who will guide you through the sign-up process.

When signing up, you will typically need to provide your personal information (name, address, contact details), desired internet plan, and any additional services or equipment you may require.

Thamesoptic may have installation or activation fees associated with their internet service. The specific fees and charges will be outlined during the sign-up process or provided by their customer support team.

In most cases, Thamesoptic allows customers to use their own compatible modems or routers. However, it is recommended to check with their customer support team for compatibility requirements and recommendations.

Thamesoptic may offer both contract and no-contract options for their internet service. Contract terms, if applicable, will be clearly stated during the sign-up process or provided by their customer support team.

Thamesoptic typically offers various payment methods, including direct debit, credit/debit card, or online payment systems. The available payment options will be communicated during the sign-up process or provided by their customer support team.

Yes, Thamesoptic generally allows customers to upgrade their internet plans to higher speeds or different packages. You can discuss the available upgrade options with their customer support team.

Thamesoptic's policies regarding cooling-off or trial periods may vary. It's advisable to check their terms and conditions or consult their customer support team to understand their specific policies.

Thamesoptic may have promotional offers or discounts for new customers. These offers may vary, so it's recommended to check their website or contact their customer support team to inquire about any current promotions.

About US

1. Themesoptic Internet Communications Ltd?

Themesoptic Internet Communications Ltd is a private broadband internet service provider with 12 years of experience Our ultrafast fiber, ultra-reliable and unlimited network can bring you broadband speed of up to 10Gbps. We have a wide range of affordable business FTTP broadband packages.Unbitable Price Guarantee Our FTTP products give you the flexibility to much the delivery of gigabit-speed broadband services and dedicated VOIP channels to ensure QoS for those services key to your business.No Data Limits, Speeds of up to 330Mbps-Unlimited data with Thamesoptic. There are no catches, no caps and no hidden penalties, so your business can make the Ultrafast download speeds

AUP” means Thamesoptic’s Acceptable Usage Policy, as updated from time to time. “Battery Back-Up Unit” means a battery unit
(i) which Thamesoptic sends the Customer upon the Customer’s request
(ii) which (when, fully charged and correctly installed) the Customer may use to provide the Thamesoptic, optical network terminal (ONT) and/or fibre/media converter with at least 1 hour of back-up power in the event of a power failure at the Premises, and
(iii) which will enable the Customer to make calls to emergency services during that period using a corded telephone plugged directly into the Thamesoptic.

“Battery Back-Up Unit Fee”
means the one-off Charge payable for a Battery Back-Up Unit, as set out in Thamesoptic’s Guide to Charges and Fees for Business Customers and as set out in the Customer’s Order or Order Confirmation Email. “Building” means a property in which the Premises are located, and to which Thamesoptic provides Landlord Services under a Landlord Agreement.

Business Broadband Package means any of Thamesoptic’s packages for Business Broadband Services and Telephone Services (as set out in or as otherwise offered by Thamesoptic to the Customer), for which the Customer has submitted or can submit an Order. “Business Broadband Service” means Thamesoptic’s “always on” internet service, which is included in the Customer’s chosen Business Broadband Package. “Business Day” means any day other than
(i) a Saturday or a Sunday or
(ii) a public holiday (England and Wales). “Business Support” means Thamesoptic’s Business Support Team which can be contacted by emailing, on 0203 318 8216, or by using the ”Chat” function on the Website, 24 hours a day, 7 days a week.

means the Charges for calls made using the Telephone Service that are not included in the Customer’s Package Charge, calculated as detailed in the Guide to Charges and Fees for Business Customers. ”Changes” means any increase in the Charges or any other change to the Agreement or the Services which might reasonably be regarded as being to the Customer’s material detriment, as set out in Clause 20.2. “Charge or Charges” means any or all charges payable to Thamesoptic in respect of the Services as detailed in the Guide to Charges and Fees for Business Customers and/or as set out in an Order and/or Order Confirmation Email.

”Claims” means all third party claims, actions or proceedings brought or threatened against Thamesoptic arising in connection with the use or misuse of the Services or any breach or contravention of these Terms or the Agreement, as set out in Clause 12.1. “Complaints Code of Practice” means Thamesoptic’s Complaints Code of Practice which sets out how Thamesoptic’s residential,, “small business” and “small not-for-profit organisation” customers

Yes, in most cases, you can use your own modem and router with Thamesoptic services. However, it is important to ensure that your equipment is compatible with our network. Our customer support team can provide you with the necessary information and recommendations.

Payments Questions

1.What are the accepted payment methods for Thamesoptic internet service?

Thamesoptic typically accepts various payment methods, including direct debit, credit/debit cards, and online payment systems. The specific payment methods available may be outlined during the sign-up process or provided by their customer support team.

Yes, Thamesoptic often allows customers to set up automatic payments. This can be done through direct debit authorization or by providing your credit/debit card details for recurring billing. You can inquire about this option during the sign-up process or contact their customer support team for assistance.

The billing cycle for Thamesoptic internet service may vary depending on the specific plan and billing arrangements. Typically, customers are billed on a monthly basis, and the billing date may be determined based on the activation date or a fixed monthly cycle.

Thamesoptic often provides an online customer portal or account management system where you can view and manage your bills. This allows you to access billing statements, make payments, and review your account details conveniently.

Thamesoptic may have additional fees or charges beyond the standard monthly subscription fee. These can include installation fees, activation fees, equipment charges, or any applicable service upgrades. It's advisable to review the terms and conditions or consult their customer support team to understand the specific fees and charges associated with their services.

Yes, Thamesoptic often allows customers to change their payment method. You can typically update your payment information through their online customer portal or by contacting their customer support team for assistance.

If you miss a payment, Thamesoptic may have specific policies in place regarding late payments, such as late payment fees or service restrictions. It's important to contact their customer support team as soon as possible to discuss the situation and make arrangements to bring your account up to date.

Thamesoptic's billing process may primarily involve electronic statements. However, they may offer paper bill options upon request or for specific circumstances. It's recommended to inquire about this with their customer support team for further clarification.

Thamesoptic typically provides receipts or proof of payment for their services. These can be accessed through their online customer portal or by requesting them from their customer support team.