Offer Terms & Conditions

- Standard orders will receive free installation & activation, unless additional work is required to complete installation.
- No need to cancel your existing service until you’re up and running with Trooli. Customers should switch off their existing broadband once their new service is live, to ensure Wi-Fi signals do not cause interference.
- Customers are able to request an installation date within 4 months of the date of order.
- Wherever possible, Trooli aim to complete customer installations within 4 – 6 weeks of the date of order, unless otherwise requested by customer.
- In rare circumstances Trooli may need to delay a customer installation – customers will be informed as soon as possible. These reasons can include but are not exclusive to:
  - - Orders being from our new, network areas and therefore being subject to network being completed
    - Unexpected issues with customer lead ins e.g. unexpected blockages
    - Customer or 3rd party delays with voucher processing where relevant
- Trooli packages cover the broadband service. A phone line is not needed to receive Trooli broadband.
- Free installation and activation applies to standard installations only. A survey will be completed as part of your order to confirm if any additional work is required. Where a property is identified as ‘non-duct’ and additional work is required for connection, customers will be required to pay an installation and activation fee. Customers will be notified of any additional costs before proceeding and given the opportunity to cancel without charge.
- Customers are able to cancel their order without charge within 14 days of their order date.
- Cancellations after this point may be liable for installation, set-up costs or early exit charges depending on the point of cancellation.
- Trooli Speed Guarantee: Speeds are guaranteed to our Trooli router. If customers do not believe they are getting these guaranteed speeds they should contact our help desk. Speed tests will then be completed via our Netlynx portal and / or by completing speed tests at speedtest.net whereby customers will be required to follow the steps detailed by our support teams – such as hard wiring their device to their router prior to completing their test. Further tests may be completed on site by Trooli engineers with Exfo equipment.
- Contract term 24 months unless otherwise notified. At end of contract, customers will move into a rolling contract at the below prices. Customers will receive email approximately one month prior to the end of their contract, in order to discuss new contract pricing Sales team.
  - - 150Mbps Residential Package: £30 per month
    - 500Mbps Residential Package: £39 per month
    - 900Mbps Residential Package: £46 per month
    - 300Mbps Business Package: £65 +VAT per month
    - 500Mbps Business Package: £75 +VAT per month
    - 900Mbps Business Package: £100 +VAT per month
- Once the order has been confirmed, our team will be in touch to confirm installation dates.
- No charges will be made to customer until service has been activated.
- External factors such as home wiring can affect speed. Wi-Fi speeds vary by device and home set-up. See trooli.com/help/faqs/ for more details.
- These package terms do not replace or amend our core network terms of service, which all customer connections are bound by. These terms can be found at https://www.trooli.com/about-us/legal/
- Trooli Speed Guarantee: Speeds are guaranteed to our Trooli router. If customers do not believe they are getting these guaranteed speeds they should contact our help desk. Speed tests will then be completed via our Netlynx portal and / or by completing speed tests at speedtest.net whereby customers will be required to follow the steps detailed by our support teams – such as hard wiring their device to their router prior to completing their test. Further tests may be completed on site by Trooli engineers with Exfo equipment.
- Our Member Get Member offer is available to all existing customers currently in a fixed term 18 month contract, providing the opportunity for customers to get up to one year’s free broadband
- Maximum total reward to you: 12 x 1 month free credit to your Trooli bill per 18 month contract.
- Friends and Family must share your name and account number when they sign up for Trooli.
- Only one discount per monthly bill. If we receive multiple referrals in the same month from your account, your discount will be applied to future bills.
- To continue to benefit from this offer beyond the end of your contract term, you will be required to sign into a new 18 month contract.
- Discount credit will be applied to your next bill once their service has been connected.
- This offer only relates to Trooli broadband and no other provider’s service.
- New customers must reference the existing members name and account number when placing their order.
- Once the order has been confirmed, our team will be in touch to confirm installation dates.
- All other costs, such as installation, activation and monthly package costs will be as per the advertised costs at the date of order.
- Speeds guaranteed to the Trooli router. Wi-Fi speeds vary by device and home set-up, see www.trooli.com for more details. Trooli broadband excludes a phoneline (because it’s not needed).

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