Offer Terms & Conditions - Trooli

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Already Ordered

It appears we already have an order in progress for this property and our service activation team will be in touch in due course to confirm your installation. Please call our sales team on 0800 358 7680 (Option 1) if you have any further questions on your order.

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Offer Terms

Please refer to our definitions when reviewing the below. These can be found at www.trooli.com/about-us/legal

      • 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 2 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 third party delays with Government Gigabit Voucher Scheme processing where relevant
      • Trooli packages cover the Broadband Service (the provision of broadband internet via full fibre to the premises). 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 Lead In (NDLI)’ 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, during the Cooling Off Period, 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 via hardwired connection to our Trooli Router. We guarantee to deliver this speed to your Service Demarcation Point within a 10% tolerance of the speed set out in your Agreement. If Customers do not believe they are getting these guaranteed speeds they should contact our Helpdesk.
      • Residential Agreement term is 24 months unless otherwise notified. At end of an Agreement, Customers will move into a rolling Agreement at the below prices. Customers will receive e-mail approximately 40 days prior to the end of their Agreement, in order to discuss new contract pricing, please contact our Recontracts team on [email protected] or call 0800 054 1333.
          • 150Mbps Residential Package: £39.99 per month (inc. VAT)
          • 500Mbps Residential Package: £44.99 per month (inc. VAT)
          • 900Mbps Residential Package: £49.99 per month (inc. VAT)
          • 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 in our Legal section of the website.
      • Trooli Speed Guarantee: Speeds are guaranteed to our Trooli router, via a hard-wired connection from the modem.  If customers do not believe they are getting these guaranteed speeds they should contact our Helpdesk. If an issue is discovered with broadband speeds being provided to a property, then further tests may be completed on site by Trooli engineers.
      • We do not guarantee speeds being received by internet-enabled devices in your home that connect via Wi-Fi. Routers, like all wireless devices, can be affected by interference, distance from the Wi-Fi enabled device and the hardware limitations of the Wi-Fi enabled device.
      • Trooli’s Member Get Member offer closed on 6th November 2023
      • Our new referral scheme is managed by Aklamio.  Click here for more details.
      • Advertised price promotions are applicable to new Trooli customers placing orders within the given promotional period
      • For existing Trooli customers, advertised price promotions are only applicable within 40 days of their current Agreement end date, who then re-contract with Trooli within the given promotional period or for customers within their 14 day cooling off period at the start of a new Agreement.
      • All offers are subject to our Terms of Service
      • All promotional prices are inclusive of VAT, where applicable
      • Offers cannot be used in conjunction with any other promotion offer
      • Trooli reserves the right at its sole discretion to substitute or change another offer for it, of equal or greater value
      • Trooli staff discounts cannot be used in conjunction with any other promotion or offer

Contact

Customer Support
Phone: 0800 358 7680
email: [email protected]

Opening Hours
Mon to Fri 08:30 - 18:00
Sat-Sun, Bank Hol. 09:00 -17:00

Sales & Upgrades
Phone: 0800 048 7790
email: [email protected]

Opening Hours
Mon to Fri 08:00 - 20:00
Sat-Sun, Bank Hol. Closed

Recontracts
Phone: 0800 054 1333
email: [email protected]

Opening Hours
Mon to Fri 09:00 - 17:00
Sat-Sun, Bank Hol. Closed

Cancellations
Phone: 0800 054 1333
email: [email protected]

Opening Hours
Mon to Fri 09:00 - 17:00
Sat-Sun, Bank Hol. Closed

QUICK LINKS

Copyright Trooli Ltd © 2024. All rights reserved. Registered in England and Wales. Company Reg No. 4366668. 18 Kings Hill Avenue, Kings Hill, West Malling, Kent, ME19 4AE

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