Acceptable Usage Policy

This Policy describes what Connexin deems as acceptable use of our Services and Network.

In this Policy the following references shall have the meanings set out below:

“Network” means our broadband network which we use to provide you Services.

“Services” means the Connexin broadband service described in our Price Book.

“Website” means the Connexin Website.

References to “we”, “us” or “our” are references to Connexin Limited and all references to “you”, “Customer” and “your” are references to you, the customer of Connexin.

This policy applies to Connexin customers and anyone properly authorised by you to use the Services we provide over our Network. You may use our Network to access the internet for different purposes, as long as they are within the law and regulations. This policy forms part of our terms of business for all customers.It is the responsibility of you to make sure that anyone you allow to use the Services complies with this Acceptable Usage Policy.

You have full control over what data you choose to upload or download to the internet. You are responsible for:

  • materials or content accessed or put online
  • what you say or do online
  • materials or data on equipment that you connect to our Services
  • websites or pages you own, run or control using our Services
  • making sure your network and devices are properly password protected, up to date and running appropriate security software.

We cannot see or monitor the content of the packets of data which you send and receive over our Network. However, we do monitor the type and amount of data packets flowing through our Network to ensure good network performance and to guard against any activity aimed at harming our customers or our network.Further information about how we manage your personal data can be found in our Privacy Policy.

What is ‘acceptable’ use?

Customers must use our Services within the law and without infringing the rights of anyone else or causing any harm. This is what we mean by acceptable use and any other use of our services is ‘unacceptable’.

Below we have listed some examples of uses of our Network which are unacceptable, either because the use is illegal, malicious, harmful to others or will interfere with the operation of our Network. This list is not exhaustive, and we may deem any use to be unacceptable. Examples of unacceptable use:

  • Using the service in any way which is or is intended to be, criminal, fraudulent or otherwise illegal.
  • Using the service to harm, or attempt to harm children or any other vulnerable person.
  • Using the service to threaten, harass, stalk, abuse or in any way violate the rights of others
  • Using the service for any malicious activity, including spam calls, nuisance calls or any unsolicited calls or advertising.
  • Breaking, or trying to break, the security of anyone else’s equipment, hardware or software without the owner’s express permission;
  • Uploading, downloading, posting, publishing or transmitting any information or software that is protected by copyright or other ownership rights without the permission of its owner;
  • Copying or distributing any software that we provide (but you may make a backup copy of any software that we provide for your personal use);
  • Using any Internet Protocol (IP) address that Connexin has not assigned to you, or impersonating another user, whether on our network or external to our network.
  • Using the services in a way that (i) risks degradation of service levels to other customers, (ii) puts Connexin’s systems at risk or (iii) interferes with or attempts to interfere with the operation of any of Connexin’s equipment, services or its website or (iv) interferes with or attempts to interfere with the normal running of any website or any other web resource;
  • Knowingly transmitting any data, sending or uploading any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.
  • Running open mail relays or open web proxies or similar services that can allow unknown third parties to use your connection without your knowledge or control;
  • Modifying identifying network header information in order to deceive or mislead.

Interactive Services

You may and can from time to time provide interactive services on our Website, for example, Support Chat conversations, social media and Customer Forums (“Interactive Services”). Where we provide any Interactive Services, Connexin will give you clear information about the kind of service offered, whether it’s moderated and, if it is, the sort of moderation that’s being used (e.g. whether it’s human or automated).

We will do our best to work out any possible risks for users (especially for children) from other people when they use any Interactive Services, and will decide in each case whether to use moderation (and what kind this should be). However, we don’t have a duty to keep an eye on or moderate any Interactive Services. We also accept no responsibility for any loss or damage caused by someone who uses an Interactive Services but doesn’t follow the “Content Standards” section below (whether the Interactive Service is moderated or not).

A child can only use an Interactive Service if their parent or guardian agrees to this. Connexin advise both parents and guardians who allow their children to use an Interactive Service to talk to their children about the risks involved with this and about staying safe online.


The security of our Network and the protection of our customers is a key priority and we ask that you do your part to ensure that risks to your own home network and to our wider Network are avoided wherever possible.

Any passwords we give you to access our Services must be kept secure and not shared with any third party unless they have permission from you to use the connection to our Services within the limits of this policy, in the normal course of use in residential settings.If you are in any doubt about the security of your password, or you believe it has been stolen or unlawfully used, please contact our customer services team immediately.

Your router and WiFi MESH use encryption to protect the integrity of your data connection.However, you are responsible for the security and protection of any device which you use to access the internet using our service.We are not responsible for the loss of any data you control while using our Service.

Parental Controls

You must decide whether any content or communications you access using our Services is appropriate for children or others at your Premises to view or use.

You are responsible for setting parental controls or any other controls available for our Services and keeping them up to date. When parental controls are on, we limit access to websites we (or our supplier) believe should be blocked because they may be unsafe or unsuitable for you to view or access based on the choices you've made.

How we will deal with breaches

If we think you have not followed this Policy, Connexin will investigate this. We will act reasonably and fairly when and if we do. You should be aware that we will block any electronic communication that we reasonably consider to have breached this Policy.

If you have breached this Policy, or we or a third party, reasonably suspect that you may have breached this Policy, we will notify you by email (provided that this notification does not prejudice any investigation) and we may also:

immediately suspend your access to Connexin broadband until such time as we are satisfied the breach has stopped;

immediately end your Connexin broadband contract;

notify and/or pass on the details of the breach of the policy to any relevant government, statutory, self- regulatory or law enforcement authority;

investigate the alleged breach of the Policy, which may include gathering information from you and/or the complaining party (if any) and the examination of any other data or material on Connexin’s Networks or;

remove (either temporarily or permanently), copy, store, monitor or otherwise deal with data and/or other material on Connexin’s Networks.

Connexin will use your personal data and other account information in connection with any investigation carried out by Connexin in accordance with this Policy, including by disclosing it to any third party authority that Connexin considers has a legitimate interest in any such investigation or its outcome.


We will respect any personal information provided by you and undertake to comply with all data protection legislation currently in force. Any personal information provided by you shall be subject to our Privacy Policy, which can be found on our website. We shall not disclose your registration details to any third party without your permission unless in accordance with the terms of the Privacy Policy.

Applicable law

Your Agreement with Connexin is made under English and Welsh law. If a dispute arises that we cannot settle between us, despite following the Complaints Code of Practice which can be found on our Website, it will be decided in the English and Welsh courts.

Changes to this Policy

Connexin may and can update or change this Policy at any time. If we make such changes, we will update the relevant terms on our Website.

Contact Us

If you wish to contact us in relation to this this Policy, please do so using our contact details on the ‘Contact Us’ page of our Website.