Terms & Conditions of Sale – Firstcom Limited t/as tecwork
You can download and view our full terms and conditions here for Telecoms customers:
tecwork Customer Service Agreement and Terms and Conditions for Telecoms customers
You can download our Customer Service Agreement and full terms and conditions here for customers with IT services:
tecwork Customer Service Agreement and Terms and Conditions for customers with IT Services
Please see our AI Disclaimer here which forms part of our terms and conditions:
For our general terms and conditions, please scroll down.
Pricing changes taking effect from 1st July 2026 and changes to our terms and conditions in respect of AI
Note 13/5/26 – We have been advised by our wholesale providers of the following price increases taking effect from 1st July 2026. Note also that there are various promotions available to negate some of these increases. Please contact us to discuss this.
We have also recently amended our terms on conditions to accomodate AI and Artificial Intelligence tools. Please note for your records – see links above and also our general terms and conditions at the bottom of this page. By continuing to use our services, you are accepting adoption of these amended terms and conditions. In addition, notice have been given on this subject by way of our monthly bills to all regular customers.
Price changes are as follows:
Fibre Ethernet (Leased lines) – Openreach – All Bearers – £ 10pm; Talk Talk – All Bearers – £ 10pm; BT Wholesale – 1Gb Bearers – £10pm; BT Wholesale – 100Mb Bearers – £25pm.
PSTN – there have been various increases on PSTN/WLR products. Since we have so few of these, we are restricting our increases to the main basic and premium line rental costs which are increasing to £60pm. All other ancillary services connected to these lines will also be increasing by 33% unfortunately. These services are being turned off in January 2027 so it is critical that customers replace them or cancel them.
The following increases are being applied to Microsoft licences (applies to both monthly and annual commitments):
Microsoft 365 Business Basic +20%
Microsoft 365 Business Standard +15%
Microsoft Office 365 E3 +15%
Microsoft 365 F1 + 35%
Microsoft 365 F3 + 25%
Microsoft 365 Business Standard (non profit) +17%
Pricing changes taking effect from 1st March 2026
Note 9/1/26 – We have been advised by our wholesale providers of the following price increases taking effect from 1st March 2026. Note also that there are various promotions available to negate some of these increases. Please contact us to discuss this.
SIP Trunks – No increase shall be applied to rental prices in 2026 for endpoints ordered or re-signed on or after 1st January 2026. Endpoints ordered from 1st January 2023 together with any endpoints whose initial term has elapsed will have an increase of 3.9% applied effective 1st March 2026, and any endpoint whose initial term elapses in 2026 shall have the increase applied with effect from the first day of the month immediately following such expiration.
International Inbound/SIP – An increase of 10% to all recurring and one-off events pertaining to International Inbound and International SIP services.
IP Traffic – An increase of 10% on the pence per minute rates and pence per call charges for all traffic originating from Horizon, IPDC (SIP) services when compared to the rates in effect on 1st December 2025
Legacy broadband – An increase of 25% to all monthly rental fees for all out of contract legacy broadband services (excluding FTTP, SoGEA and SoADSL circuits). Such increase shall be applied to all such circuits whose initial term has elapsed with effect from the later of the effective date of this price change or the first day of the month immediately following the end of the initial term of any such circuit.
Gamma Mobile (3) – An increase of 3.8% being the Consumer Price Index (“CPI”) rate published by the Office for National Statistics in October 2025 (hereafter referred to as the “October CPI Rate”) plus 3.9%:
• to all recurring and one-off events pertaining to Gamma Mobile and Hosted Mobile services; and
• on the pence per minute rates and pence per call charges for all traffic originating from Gamma Mobile and Hosted Mobile services when compared to the rates in effect on 1st December 2025 .
My Inbound and NTS – An increase of:
• 5% to all recurring and one-off events pertaining to Inbound services; and
• 10% on the pence per minute rates and pence per call charges for all traffic originating from Inbound and NTS services when compared to the rates in effect on 1st December 2025
Wholesale Line Rental, IDA and CPS (eg PSTN analogue lines, ISDN etc) – An increase of 25% on all:
• rental and fixed event charges for all events pertaining to WLR charges; and
• pence per minute traffic rates and pence per call charges on WLR, IDA and CPS voice services.
Pricing changes taking effect from 1st March 2025 and 1st April 2025
Note 14/1/25 – We have been advised by our wholesale providers of the following price increases taking effect from 1st March 2025. Note also that there are various promotions available to negate some of these increases. Please contact us to discuss this.
3CX licencing charges – We have been advised of a price increase but we do not know the details yet as this has not been released by 3CX! This page will be updated as soon as this is known (update – we have decided to implement an increase of £ 10pm to all customers) . This will affect all 3CX customers.
Gamma Horizon Call Recording – An increase of 1.7%, being the Consumer Price Index (CPI) rate published by the Office for National Statistics in October 2024 (a “CPI Increase”) on all recurring charges pertaining to Business and Compliant Call Recording on Gamma Horizon.
WLR, CPS and IDA – An increase of 10% on all pence per minute traffic rates and pence per call charges on CPS, IDA, and WLR voice services. For clarity, this applies to all calls made using a traditional PSTN (analogue) or ISDN (digital) phone line.
Call charges on Gamma SIP, Horizon, Inbound, Mobile and NTS – all rates are increasing by 5%.
Gamma International Numbers and SIP – A CPI Increase to all recurring and one-off events pertaining to International Inbound and International SIP services.
Gamma SIP – Endpoints ordered from 1st January 2023 together with any endpoints whose initial term has elapsed will have inflationary increases (of the greater of CPI or 3.9%) applied effective 1st March 2025 and annually thereafter, and any endpoint whose initial term elapses in 2025 shall have the increase applied with effect from the first day of the month immediately following such expiration.
Legacy Broadband Services – An increase of 10% to all monthly rental fees for all broadband services (excluding SoGEA and FTTP circuits). Such increase shall be applied to all such circuits whose initial term has elapsed with effect from the later of the effective date of this price change or the first day of the month immediately following the end of the initial term of any such circuit.
Gamma Mobile (for clarity all those using the 3 network) – An increase of 5.6% to all recurring and one-off events pertaining to SIM-based and Cloud Mobile Services, comprising of i) the CPI rate published by the Office for National Statistics in October 2024 plus ii) 3.9%.
Gamma My Inbound – An increase of 3.9% to all recurring and one-off events pertaining to MyInbound services.
NGCS – An increase in our NGCS Access Charge to £0.05 per minute. This impacts all calls to nongeographic numbers made via all Gamma voice services except Mobile
WLR – Wholesale Line Rental – An increase of 10% on all rental and fixed event charges for all events pertaining to WLR charges. WLR includes all Legacy phone lines and charges (PSTN/analogue and ISDN/Digital).
Customers moving away – We rarely have customers moving away. However, our suppliers now charge us when numbers are ported away from us to another supplier. We reserve the right to pass on this charge which is £ 15 per number. Customers moving away may need to send confirmation that they wish to move to a competitor when providing their written notice and on receipt of this, we may be able to withhold the charges.
Note 14/1/25 – We have been advised by our wholesale providers of the following price increases taking effect from 1st April 2025. Note also that there are various promotions available to negate some of these increases. Please contact us to discuss this.
Microsoft licences – all Microsoft licence pricing will be increasing by 5% (including but not limited to Microsoft 365, Office 365, Enterprise Mobility + Security, Windows 365, Dynamics 365 Services)
Pricing changes taking effect from 1st January 2024
Note 28/11/2023 – We have been advised by our wholesale providers of the following price increases taking effect from 1st January 2024.
Gamma Call recording – 15% increase on all sell charges.
WLR calls – An increase of 20% on all pence per minute traffic rates and pence per call charges on CPS and IDA voice services. In other words call charges for WLR PSTN and ISDN products. So if you make calls from normal analogue phone lines or ISDN lines, this affects you.
Ethernet Services (Leased line internet connections) – an increase of 10% on all ethernet circuits that are out of contract. All future circuits coming out of contract will have the increase applied at that time.
Gamma Horizon call charges – An increase of 6.7% on the pence per minute rates and pence per call charges for all traffic originated from Horizon
International Inbound and International SIP – An increase of 10% to all recurring and one-off events
IPDC (SIP trunks), My Inbound, NTS and Operator Connect – An increase of 10% on the pence per minute rates and pence per call charges
IPDC (SIP trunks) channel rentals – 6.7% increase on all SIP channel rentals for customers out of contract – All future channels coming out of contract will have the increase applied at that time.
Microsoft Teams Direct routing and Operator Connect- An increase of 10% in sell prices
Broadband – An increase of 15% to all monthly rental fees for mainline legacy broadband services (ie older broadband products excluding SoGEA and FTTP circuits). All future circuits coming out of contract will have the increase applied at that time.
My Inbound – An increase of 10% to all recurring and one-off events pertaining to MyInbound services.
NGCS access charges – An increase in our NGCS Access Charge of £0.002 per minute. This impacts all calls to non-geographic numbers made via all Gamma voice services. In other words, these are calls made to non-geographic numbers.
WLR – Wholesale line rental (ISDN/PSTN – in other words all older analogue phone lines and ISDN lines) – An increase of 20% on all rental and fixed event charges, and call traffic pence per minute and pence per call rates
Gamma Horizon Premium Subscriptions – an increase of 10% to the sell prices for all customers apart from those currently under contract. All future customers coming out of contract will have the increase applied at that time.
Acronis back up products – all ALC Acronis sell prices will increase by 15%
There are some ways that these price rises can be mitigated for certain customers by switching products and resigning where products are out of contract. Please speak to us for details on this and for an other details regarding pricing and price changes – call 01892 578666 or email helpme@tecwork.co.uk
Pricing changes taking effect from 1st March and 1st April 2023
Note 28/2/2023 – We have been advised by our wholesale providers of the following price increases from 1st April 2023:
Ethernet – Fibre Internet connections:
All 100Mb bearers will increase by £ 15pm.
All Gb bearers will increase by £ 4pm.
Note 1/2/2023 – We have been advised by various wholesale providers that our costs are increasing. The products affected include Microsoft licences and all Mobile services.
Microsoft licences are increasing by 9% from 1st April 2023.
All mobile services will be increasing by a minimum of 15% from 1st April 2023.
Note – 10/1/2023 – We have been advised by various wholesale providers that our costs are increasing. These include price rises from Gamma and Microsoft.
Please see below for details.
There are some ways that these price rises can be mitigated for certain customers by switching products and resigning where products are out of contract. Please speak to us for details on this and for an other details regarding pricing and price changes – call 01892 578666 or email helpme@tecwork.co.uk
Gamma Price changes from 1st March 2023 – main details
These will take effect from 1st March 2023 and are in part due to Gamma increasing their wholesale pricing to us and partly due to Openreach increasing their wholesale prices to Gamma which, in turn, affects Gamma pricing to us. Here are the main details of the price changes.
WLR, PSTN and CPS (analogue lines, ISDN lines and all related services)
Automatic IDA barring – £ 3 per line per month
Call charges – increase of 20%
Line rentals – increase of 20% with the minimum charges now applying as follows:
PSTN Basic Line rental – £ 20pm minimum
PSTN Premium Line Rental – £ 22pm minimum
ISDN2e line rental – £20pm per channel minimum
Care Level 2 – £ 3pm minimum per line/channel
Care Level 3 – £ 9pm minimum per line/channel
Care Level 4 – £ 12pm minimum per line/channel
Customers can mitigate these price rises by migrating to a VoIP Product such as Horizon, SIP, Microsoft Teams Direct Routing, or in the case of Broadband lines, an SoGEA broadband that does not require a phone line.
Note that cease/regrade charges may apply depending on the product being ceased/regraded – maximum charge £ 35. Please speak to us for specific detail on your products.
International Inbound Numbers & International SIP
Increase of 10% on all monthly charges and call charges
SIP/IPDC channels
For all out of contract SIP channels, the monthly rental charges will increase by 10%.
Customers can mitigate these increases by contacting us and re-signing their contract on new terms.
For new SIP channels installed after 1st January 2023, we reserve the right to increase the monthly rental charges on an annual basis by the higher of the annual percentage increase in the Consumer Price Index (CPI) published by the ONS in the prior October or 3.9%.
SIP/IPDC channels, Microsoft Teams Direct Routing and Horizon call charges
Increase of 10% on all call charges
Ethernet – Fibre Internet connections
Increase of 2.5% to the monthly rental charges on all out of term circuits.
Customers can mitigate these increases by contacting us and re-signing their contract on new terms.
Additionally, all 100Mb bearer circuits will see an increase of £ 3 per month in line with Openreach price increases.
Legacy Broadband Connections (ADSL, FTTC etc)
An increase of 15% on all rental charges on all out of contract connections.
Customers can mitigate these increases by contacting us and re-signing their contract on new terms on a SoGEA connection.
My Inbound and NTS (Network Translation Services)
A 10% increase to all recurring fees and call charges
NGCS access charge
Increase in the standard access charge to 2 pence per minute
Horizon Premium Subscription charges
An increase of 10% on all out of contract subscriptions with a minimum of £ 15 per month applying.
For full pricing of all telecoms and internet pricing, please contact us.
Microsoft Price Increases from 1st April 2023
Microsoft will be increasing some of their monthly recurring pricing by 9% and this increase will be applied to all current customer prices for Microsoft software and online products.
We are waiting for more details on which products are affected and will update this page once we have the details confirmed.
If you have any questions, please get in touch with us.
We will notify customers of any further price increases in line with our terms and conditions by providing at least 30 days’ notice.
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Note 16th June 2022 – Due to Ofcom changing the rules which ALL Communications Providers have to abide to, we have changed the terms and conditions of our contracts to adhere to the new rules as well as, where appropriate, how we deal with pre-contract information and summaries. This is long overdue in our opinion.
These new rules are complex but generally cover 2 main things – the first part is how we deal with you if you are an Organisation with less than 10 employees. The second main part covers contract terms, modifications, price increases and notifications – these affect ALL customers, regardless of their size and are retrospective. We suggest you visit the link below for more detail and take legal advice if you are unsure.
Note that our competitors may choose not to comply with these rules which are mandatory for all Communications providers – if your provider is not complying or amending their terms and processes as required, you should consider if they are the supplier that you should be using and approach them on this subject.
You will be sent your specific contracts and agreements directly when we engage with you. The terms and conditions all adhere to the new rules.
Here is the Ofcom General Conditions for your reference.
See below for our general terms and conditions of trading.
Quotations & Proposals
Quotations and proposals are provided without commitment and no contract between the Company and the Customer shall
arise unless and until the Customer places a written order, by means of a purchase order or otherwise, which is accepted by the
Company. Once an order is placed, no cancellation in part or in full can be accepted.
Costs
Costs contained in a quotation or proposal are those ruling at the date thereof and are for guidance only. The contract price
shall be the price current and agreed at the time of order placed by the Customer. Unless otherwise stated, prices do not
include VAT, which will be chargeable at the rate ruling at the date of despatch of Goods and/or performance of service
supplies.
Delivery & Installation
Delivery and installation dates quoted are approximate. Whilst every effort will be made to deliver Goods and service Supplies
by the date quoted, no liability whatsoever is accepted in respect of late deliveries and or installation. All claims in respect of
damaged Goods must be made within 3 working days of delivery and or installation. No claims for damage/shortages will be
accepted after this period, as we are unable to claim from manufacturers or carriers for damages/shortages not so reported.
Faulty Goods
Any Goods which prove to be faulty within the warranty period will be repaired or replaced, whichever is most practicable. Any
Goods which, when tested, prove not to be faulty will be subject to the policy for non-faulty Goods return.
Returns Policy
At the sole discretion of the Company, Goods may be accepted for return subject to a 20% re-stocking charge and provided that
the Goods were not special order Goods. Any such goods accepted must be in the original unopened packaging.
Payment for Goods & Supplies
Unless expressly agreed in writing by the Company, payment for Goods shall be made without any deduction or deferment on
account of any disputes or cross claims whatsoever, on delivery or installation. Account Customers may be afforded 30 days credit
from date of invoice for all service and support Supplies, where deemed acceptable. Time for payment shall be of the essence and in the event of delay or
default in any payment for more than 7 days the Company shall be entitled to suspend service and support Supplies together
with any further supplies of Goods.
Property in Goods & Supplies
The property in Goods and Supplies shall not pass to the Customer and the Customer shall keep the Goods and Supplies as
bailee for the Company (returning same to the Company on request) until payment has been made in full. The Customer is not
at liberty to sell the Goods and Supplies and shall safely keep all Goods and Supplies to the order of the Company.
Quality, Condition and Description of Goods
The Company warrants that Goods will conform to contract as defined by the Supply of Goods and Service Act 1982 and the
Sale and Supply of Goods Act 1994 and any subsequent amendments thereto. Upon the Customer giving written notice to the
Company that the Goods supplied do not conform to contract, if the same be established and provided the Customer has not
tampered with the goods , the Company will at its own expense or its option replace or repair such defective goods. The same
Term & Condition shall apply mutatis mutandis in respect of such replacement or repaired Goods. Service and support Supplies
are subject to the Terms & Conditions of their respective Service and Support Agreement to which they relate, whether or not
that Service & Support Agreement has been signed by the Customer.
Consequential Loss
Replacement or repaired Goods will be the absolute limit of the Company’s liability and the Company will not be liable in any
circumstances whatsoever for any consequential loss or damage of any kind suffered by the Customer or any third party,
howsoever caused, unless the same shall relate to personal injury or death, and only if the same shall arise out of the
Company’s negligence. All service and support Supplies are also subject to this Term & Condition and to waiver by the
customer in respect of any claims for consequential loss. The Customer will also indemnify the Company for any claims for
consequential loss brought by third parties.
Service and Support Supplies
The Company warrants that the service and support carried out by Technical staff, whether employed or nominated third party,
will be completed with reasonable care and skill as defined by the Supply of Goods and services Act 1992 and any subsequent
amendments thereto. Customers should note that, whilst every effort is made to attend with 4 hours of a service and support
request, this is not always possible and cannot be guaranteed. Also Customers should note it is not always possible to rectify a
fault at the first site visit (or remote access intervention, whichever maybe the case) and a further site visit or visits may be
required (or remote access interventions).
The Company may make additional charges for service & support Supplies due to damage and or loss, however caused, by
the Customer in respect of accident, neglect, user error, unauthorised tampering with software programmes or virus infection.
Software Licences
Any software (including third party software) supplied, procured and/or installed as part of the Services will be supplied under and in accordance with the relevant licensor’s standard terms which will be made available to the Customer upon request.
The Customer agrees to comply with the terms of use of such software licences and will indemnify, keep indemnified and hold harmless Firstcom Ltd t/as tecwork in full against all losses, liability, damages, costs, claims and expenses (including reasonable legal fees) in relation to any claim by Firstcom Ltd t/as tecwork or any third party arising out of or in connection with any breach of the terms of the software licence by the Customer and its officers,
directors, employees, agents, contractors and any end users.
You will allow installs of new versions of such software and ensure your network and systems comply with the relevant specifications in any design
documentation which we may provide to you from time to time.
Third Party Licences – Where you utilise software licensed by a third party (eg Akixi) you accept and shall strictly comply with such third parties
end user licence agreement, a copy of which we will either send to you or must be accepted before using the software. You will allow installs of new versions of such software and ensure your network and systems comply with the relevant specifications in any third party design documentation which we may provide to you from time to time.
For customers using the Gamma Horizon Hosted Phone Service, their general Horizon Terms and Conditions can be found here:
Gamma Horizon VoIP Service General Terms and Conditions.
AI Usage Disclaimer
1. Use of Artificial Intelligence (AI) Tools
The customer acknowledges and agrees that any use of AI tools, including but not limited to generative AI, large language models (LLMs), or automated content generation platforms, within the IT environment managed and/or supported by Firstcom Limited t/as tecwork is done at the Client’s own discretion and risk.
2. Data Security and Privacy
The customer is responsible for ensuring that no sensitive, confidential, proprietary, or personally identifiable information (PII) is inputted into public or third-party AI tools. Firstcom Limited t/as tecwork is not responsible for data breaches, data leakage, or unauthorized access to information resulting from the Client’s input of data into AI systems or any costs or consequential losses incurred as a direct or indirect causes thereof.
3. Accuracy and Reliability
The customer understands that AI tools may produce inaccurate, biased, or “hallucinated” information. Firstcom Ltd t/as tecwork does not warrant, guarantee, or make any representations regarding the accuracy, completeness, or reliability of any output generated by AI tools.
4. No Liability for AI-Driven Actions
Firstcom Limited t/as tecwork shall not be held liable for any damages, losses, or costs arising from decisions, actions, or omissions made by the customer based on AI-generated outputs. The customer assumes full responsibility for reviewing, verifying, and approving any content or decisions produced with the assistance of AI.
5. Support Scope Limitations
IT support services (and all services, included telecoms) provided by Firstcom Limited t/as tecwork do not include troubleshooting, managing, or guaranteeing the functionality of third-party AI tools installed or utilized by the customer, unless explicitly stated in a separate service agreement.
Notices
Any written communication or notice under the contract shall be made or given by sending the same by ordinary, prepaid first
class letter post, in the case of the Company to its current trading address, in the case of the Customer to the last known
address, and if so sent shall be deemed to be made or given two working days after the date when posted. Notices may also be provided by email to the address provided.
Law and Interpretation
The contract shall be governed by English law and the Customer shall submit to the non-exclusive jurisdiction of the English
courts. If any of these Terms & Conditions or any part thereof is rendered void or unenforceable by any legislation to which it is
subject, or by any rule of law, it shall be void or unenforceable to that extent and no further
Please contact us if you have any queries.
Firstcom Limited t/as tecwork Company registration number 003532182
Registered Office address: Linden House, Linden Park Road, Tunbridge Wells, Kent, TN4 8HH
Correspondence address: 10 Seedlings Drive, Crowborough, TN6 3GP