PCGuys Telecom - Broadband Services Schedule for Resellers

Last Updated: 20th August 2025

Index

1. Definitions and Interpretation
2. The Service Schedule
3. Commencement and duration of this Service Schedule
4. Duration of services
5. Description of Services
6. Orders for DSL Services
7. Support Services
8. Service Management
9. Service Availability
10. Charges
11. Availability of Standard BT Exchange Lines

This Addendum relates only to our broadband products. They do not relate to any other product or service supplied by PCGuys unless specified herein.

1. Definitions and Interpretation

1.1. In this Service Schedule the following expressions shall have the following meanings unless the context otherwise requires:

"ADSL" - asymmetric digital subscriber line as more particularly described in clause 5.1;

"ADSL Service" - the provision of internet protocol connectivity delivered over the PCGuys Network with ADSL based access to Users or Additional Users;

"API" - means the Application Programming Interface provided by PCGuys via which Orders may be placed and the Services may be managed by the Client;

"Assured Rate Product(s)" - means a product variant offered for the Services where bandwidth is assured across the PCGuys Network;

"Availability Checker" - Availability Checker means the mechanism provided by PCGuys to be used by the Client to check the CLI status and options available for the provision of LLU Services to an End User;

"Control Panel" - means the facility provided by PCGuys to the Client via which Orders may be placed and the Services may be managed by the Client;

"DSLAM" - A network device, located in the telephony exchanges of the service provider that connects multiple customer Digital Subscriber Lines to a high-speed Internet backbone using multiplexing techniques;

"DSL Service" - the ADSL Service and/or the FTTC Service and/or the FTTP Service;

"Enhanced Care" - the target resolution and response times under the heading "Enhanced" specified within the Fault classification matrix set out in clause 8.5.1;

"Faults" - notification of a problem or fault which is submitted by the Client to PCGuys;

"FTTC" - Fibre to the Cabinet services use the same infrastructure as standard 21CN ADSL products but provide higher line rates to an End User's premises by the use of a fibre connection from the street cabinet to the exchange.

"FTTP" - Fibre to the Premises services use the same infrastructure as standard 21CN ADSL products but provide higher line rates to an End User's premises by the use of a direct fibre connection to the End User premises.

"Help Desk" - the telephone help desk described in clause 7.1;

"Incident" - a failure of the Service to operate in accordance with its published specification;

"LLU Services" - means voice and data services provided or to be provided by PCGuys pursuant to this Agreement and as specified in the Operations Manual;

"LLU" - means Local Loop Unbundling which is technology that allows alternative communications companies to put their own equipment on to the end of an End User's copper local loop and own the connections for the local exchange instead of BT, so as to offer services in competition with BT;

"Provision Support" - Support Services in connection with the implementation of an Order;

"Services" - the DSL Service, the Support Service as applicable given the context in which the term "Services" is used;

"SOGEA" - Single Order Generic Ethernet Access is an equivalent to FTTC. It does not require an additional wholesale line rental subscription.

"SOGFAST" - A Single Order Generic Ethernet Access product that delivers ultra-fast broadband within approximately 500 meters from the distribution point, without needing a traditional voice service or additional wholesale line rental subscription.

"SOADSL" - Single Order Generic Ethernet Access is an equivalent to ADSL. It does not require an additional wholesale line rental subscription

"Standard Care" - the target resolution and response times under the heading "Standard" specified within the Fault classification matrix set out in clause 8.5.1;

"Support Service" - the support services described in clause 7;

1.2. The Condition and Schedule headings are for convenience only and shall not affect the interpretation of this Service Schedule.

1.3. Any reference to an "hour" means an hour in a day and any reference to a "day" means a period of 24 hours running from midnight to midnight.

1.4. Except to the extent that they are inconsistent with the definitions and interpretations in this Service Schedule or are otherwise defined in this Service Schedule, the definitions and interpretations in the Master Agreement shall apply to this Service Schedule.

1.5. The Schedules form part of this Service Schedule and shall have effect as if set out in full in the body of this Service Schedule. Any reference to this Service Schedule includes the Schedules.

1.6. References to clauses and Schedules are to the clauses and Schedules of this Service Schedule.

2. The Service Schedule

2.1. The provisions of the Master Service Agreement apply to the provision of the Services, and the terms of this Service Schedule shall be implemented as though the Master Agreement were part of this Service Schedule.

2.2. Despite clause 2.1, the Master Agreement remains fully operative and unchanged concerning the provision of any goods or services other than the Service.

3. Commencement and duration of this Service Schedule

3.1. This Service Schedule begins on the date it is executed by duly authorised representatives of PCGuys and will remain in effect unless terminated by either party in accordance with the terms of the Agreement.

4. Duration of services

4.1. The initial service term for new provisions of SOADSL, SOGFAST, SOGEA and FTTP Services is one (1) month, unless otherwise specified at the time of ordering.

4.2. For migrated SOADSL, SOGFAST, SOGEA and FTTP Services, the initial term is also one month, subject to any alternative terms specified at the time of order.

5. Description of Services

5.1. ADSL/SOADSL technology enables high-speed data transmission over copper telephone lines by utilising frequencies not used by voice calls. Devices like splitters or microfilters allow a telephone connection to carry both ADSL service and voice calls simultaneously. However, the quality of SOADSL service can vary significantly with line quality and is generally effective up to distances of less than 5 kilometres.

5.2. In the telephone exchange, SOADSL connections terminate at a DSLAM where another frequency splitter separates the voice signal from the data stream. This data stream is then processed through the telecommunications provider's data network and eventually integrated into the broader internet.

5.2.1. FTTC/SOGEA/SOGFAST and FTTP Services build on the infrastructure of standard ADSL/SOADSL but offer higher data rates by using a fibre connection from the street cabinet to the exchange (FTTC) or directly from the premises (FTTP).

5.2.2. Availability of FTTC/SOGEA/SOGFAST/FTTP Services is contingent on the existence of the necessary infrastructure, as verified by PCGuys' availability checking tools.

5.2.3. Standard Care levels are provided for these services, with options for higher care levels available.

5.3. SOADSL (Single Order ADSL) provides internet access over copper telephone lines without the need for a traditional voice service. By utilising the full spectrum of the copper line for data transmission, SOADSL could also offer better performance compared to a standard ADSL connection. However, performance increases are not guaranteed and as with all copper-based services, performance may degrade over longer distances and with poor line quality.

5.4. SOGEA (Single Order Generic Ethernet Access) offers higher-speed internet connectivity compared to SOADSL by using VDSL technology also eliminating the need for a traditional voice service. This service operates over the existing copper infrastructure to the street cabinet, then connects to the fibre network, similar to FTTC, and its availability is subject to infrastructure support as determined by PCGuys' availability checking tools such as the broadband availability checker in the control panel.

5.5. SOGFAST (Single Order G.fast) is similar to SOGEA in many of the ways mentioned in 5.4. G.fast technology boosts data rates significantly over shorter distances by utilising higher frequencies than those used in ADSL or VDSL. This service is typically most available and effective within a 500-meter range from the distribution point (DP), and availability is subject to the presence of compatible infrastructure which can be checked by using the broadband availability checker in your portal.

5.5.1. Standard Care levels are provided for SOADSL, SOGFAST, and SOGEA services, with options for Elevated care levels available.

6. Orders for DSL Services

6.1. PCGuys offers two methods for placing Orders:

6.1.1. Through the Reseller Control Panel for manual entry of individual Orders.

6.1.2. Via a REST Based API for direct submissions from the Client's systems, with both methods initiating automatic provisioning.

6.2. PCGuys will promptly notify the Client of the acceptance or rejection of each Order and will endeavour to ensure that 90% of accepted Orders are processed within the specified Service timescale.

6.3. By placing an order, you acknowledge that the service may become active at any time in the future, including immediately. PCGuys cannot be held liable if a carrier activates the service before the required date, and billing will commence and must be honoured. Please refrain from ordering a DSL service if you are not prepared for it to go live immediately.

7. Support Services

7.1. PCGuys provides a telephone and email help desk service ("Help Desk") during the hours mentioned in clause 7.2, offering support in English for Order and Fault-related issues. There is no commitment to provide technical support to the Users.

7.2. Hours of Service

7.2.1. Office Hours: The Help Desk operates from 09:00 to 17:30, Monday to Friday, excluding Bank Holidays, with proactive notifications during these times.

7.2.2. Out of Hours: Outside of these hours, proactive notifications cease, and support is limited to new and ongoing Enhanced Care Incidents reported via the Control Panel or support team.

7.3. Scheduled and Emergency Maintenance

7.3.1. PCGuys may periodically interrupt the Service for maintenance to the software, equipment, or PCGuys Network, aiming to give at least 1 Business Day's notice and to minimise disruption.

7.3.2. Emergency maintenance may be necessary to ensure service quality, with efforts made to limit Service impact.

7.3.3. PCGuys shall use reasonable endeavours to ensure that:

• scheduled Maintenance Events will not exceed 3 hours in any calendar month;
• emergency Maintenance Events will not exceed 3 hours in any calendar month.

Contact Information

PCGuys Telecom
2 Sellers Close
Borehamwood
Herts
WD6 5RD
United Kingdom

Phone: +44 203 286 3030
Email: support@pcguystelecom.com
Broadband Support: broadband@pcguystelecom.com