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Acceptable Usage Policy

Acceptable Usage Policy

This document provides reference for what YouFibre would deem as acceptable use of both our services and infrastructure.

1.0 Responsibility for use

For this policy the following reference terms apply:

When we use “we”, “us” or “our” we mean YouFibre and when we use “you”, “you’re” and “your” this also includes any other person (for example, anyone at your business premises or home (your “Premises”)) using your account to access our Services, Website or Network. When we use “free” or “unlimited” calls, we mean calls to UK numbers made using YouFibre’s telephone service, which we don’t charge you for. You can find details of our internet service and telephone service plans and standard tariffs (i) for residential customers in our Guide to Charges and Fees for Residential Customers and (ii) for business customers in our Guide to Charges and Fees for Business Customers.

You are responsible for any use of our Services and/or Network made through your account with us, whether this is with your permission or not and for any use of our Website. You’re also responsible if this use breaks the rules of this policy. This would be an “unacceptable use” and is your responsibility even if it happens or is attempted (i) without you knowing or agreeing to it, or (ii) by you contributing to it, or (iii) by you allowing it to happen or (iv) by you acting alone or with others.

YouFibre IS NOT responsible for any of your activities in using our Network or Website. 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 must always follow the rules in this policy when you use our Services and or our Website. This means you also need to make sure that anyone else accessing our Network or a through your Premises or accessing our Services through your Account knows about and follows these rules.

When using YouFibre Services, you must follow all laws, regulations and other “Applicable Laws” that apply to you and have any authorisations or permissions required by them.

Some types of material infringe certain laws or regulations. These materials may be illegal to possess as well as to send or publish on the internet. You must not post material which (i) infringes the intellectual property rights (e.g. trademarks or copyright) of others (ii) is false and could harm someone’s reputation, or (iii) makes us legally liable for hosting that material on our servers. More information on things you’re not allowed to use our Services or Website for is set out in the “Unacceptable Usage” section to follow.

When using YouFibre Services or Website, this can result in you, the user, crossing networks or using other website(s) and or services that YouFibre do not own or operate. If this instance, you must follow the acceptable use policies and other terms and conditions set by the operators of those networks websites, and services. We aren’t responsible or liable for the content of any other person’s website, platform, apps or services, even if there’s a link to them from our Website.

When you place an order for YouFibre Services, you will have to provide us with an email address. You must keep this email address active and notify us of any changes to it within 5 working days of the changes happening. You will be treated has having read and accepted any email we may send to you at the email address you’ve provided to us.

If you have any comments or questions about this policy, or there’s any part of it that you don’t understand, please feel free to let us know by email at hello@youfibre.com.

2.0 Unacceptable Usage

It IS NOT possible to set out exactly and ALL of what makes for an “acceptable use” or an “unacceptable use” of our Services and or infrastructure. Our policy is designed to assist and help you understand the genres of use that are unacceptable. The list provided DOES NOT include every use that may be unacceptable to us it is to provide a guide of what YouFibre DO NOT allow or which is deemed to be ‘illegal’.

You CAN ONLY use our Network, Website, and associated Services for lawful purposes. You cannot use them: in any way that breaks any laws or regulations that might apply;

  • in any way that is criminal, illegal, unlawful or fraudulent, or that has any criminal, illegal, unlawful or fraudulent purpose or effect; to harm or try to harm children or other vulnerable people in any way;
  • to send, knowingly receive, publish, post, contribute, distribute, disseminate, collect, access, encourage the receipt of, use, upload, download, record, review or stream, use or re-use any material that doesn’t follow our “Content Standards” section below; to send, or cause the sending of, anything related to pyramid selling schemes or any unsolicited communications or unauthorised advertising (like spam or nuisance calls). (If you do this we can block these materials or communications and you’ll have broken the rules of this policy);
  • to intentionally or negligently send any data, or send or upload material containing viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware, corrupted files, or any other harmful programs or similar computer code designed to harm computer software, hardware or telecommunications equipment owned by us or anyone else.
  • to carry on activities that infringe someone else’s rights. This includes (i) downloading, installing or distributing software that isn’t properly licensed (e.g. pirated software), (ii) deleting any author attributions, legal notices or labels/notices of ownership in any file that’s uploaded, (iii) falsifying the origin or source of any software or other material or (iv) not properly following the Data Protection Act 1998 (and any laws or regulations that change, add to or replace it in any way) when collecting or using an individual’s personal data, as set out in that Act;
  • to monitor or record the actions (i) of any person, who’s allowed to be at your Premises, without their knowledge or (ii) of any person or thing outside your Premises including, among other things, any public highway or roadway or another person’s home or business premises; or
  • to collect, stream, distribute or access any material that you know or should reasonably know, is illegal to collect, stream, distribute or access.


  • reproduce, duplicate, copy, sell or re-sell any part of our Website, Network or Services;
  • access without our permission, interfere with, damage or disrupt:
  • Any part of our code and or website
  • YouFibre Network and equipment / network from which our Services or Website are provided;
  • any software used in providing YouFibre Services or Website; or
  • any equipment, network or software owned or used by someone else, if this is outside what we’d expect of someone using either our Services under a residential or business contract (whichever applies to you) or our Website;
  • do anything that may disrupt or interfere with our Website Network or Services or cause our Website or Network, or any computer or other device connected to our Network, to crash;
  • launch “denial of service” attacks, “mailbombing” attacks or “flooding” attacks against a network, or a device or computer connected to a network, (including, among other things, port scans, ping floods, packet spoofing, forged routing information, deliberate attempts to overload a service, or any otherwise unspecified form of “denial of service” attack);
  • let people, who don’t live or who aren’t at your Premises, access your Services;
  • make excessive use of, or overload, our Network;
  • avoid the user authentication or security process of a network or a computer or device connected to a network;
  • create, send, store or publish any virus, Trojan, corrupting programme(s) or corrupted data using our Website, Network or Services; or give false information on our on-line applications, sign-up forms or contracts. This would include (but isn’t limited to) giving wrong or fraudulent details or information (i) about direct debits, bank accounts or credit card numbers or (ii) in relation to a wayleave or other permission to install our Services at your Premises. If you do this, we can immediately end your agreement for our Services. You may also have criminal or other liability under law.

3.0 Telephone Services

If either YouFibre Residential or Business service terms apply to your telephone service, the subsequent following terms also apply.

You can make unlimited free calls from 7pm to 7am Monday to Friday and all weekend, which are 1 hour or less in length, to UK destinations free of charge, your making these calls should be within what YouFibre expect from you (i) as a residential user; (ii) as a small business customer, using our telephone service at home or for “Home Working” (as described in our Residential Customer Terms of Service); or (iii) as a business customer, as applicable.

If any of these calls last over an hour, YouFibre will charge you from the end of the 60th minute, at the standard per-minute charge that applies to that call. If you want your call to stay free after the 60th minute, you should end the call before the free hour is over and then redial the same number to carry on the call. You can do this without limit, if you follow this policy in all other ways and your call pattern is reasonable overall.

All numbers you dial, beginning in 0500, 0800 or 0808, stay free for the whole length of the call.

Certain types of call aren’t included in the free calls described above. YouFibre will charge you for these at our standard prevailing rate.

Listed as:

  • calls to the Channel Islands (e.g. numbers beginning in 01534 and 01481);
  • all calls to mobile phones (e.g. numbers beginning in 07);
  • all international calls (e.g. all numbers beginning in 00 except 0044 (UK));
  • all Premium Rate Service calls (e.g. all numbers beginning in 09);
  • calls to Number Translation Services (e.g. numbers beginning in 0845, 0870, 0871, 0844);
  • all directory enquiry services beginning in 118;
  • all other dialing codes, not listed above as free of charge and/or dialed without following this policy.
  • Our telephone service mustn’t be used for (i) auto-dialing, (ii) continuous or extensive call forwarding or call diversion, (iii) fax or voicemail broadcasting or (iv) continuous or extensive incoming-only calls.

We can immediately stop or change your telephone service if we think you’re not using it in a normal way.

All our call charge rates are published in our Guide to Charges and Fees for Residential Customers and Guide to Charges and Fees for Business Customers.

4.0 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, YouFibre 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).

YouFibre 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 YouFibre both advise 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.

5.0 Content Standards

Content rules apply to all material you send, receive, communicate, publish, post, contribute, distribute, disseminate, collect, access, encourage the receipt of, use or re-use, upload, download, record, review or stream using our Network or Services and to any Interactive Services (as mentioned in the above section). YouFibre call these “contributions”.

As with unacceptable use, the list provided DOES NOT set out every single standard which we can or may apply to your contributions, it is provided to help you understand what your contributions can and cannot contain. The standards apply to each part of any contribution, as well as to the whole contribution.

Contributions must:

  • be accurate (where they give facts);
  • be genuinely held (where they give opinions); and
  • follow the laws and regulations of the UK (and of any country they come from) that apply to them;

Contributions MUST NOT:

  • contain false statements that harm anyone’s reputation;
  • contain any material which is indecent, obscene, offensive, hateful or meant to stir up anger;
  • promote sexually explicit material;
  • encourage violence;
  • encourage discrimination based on race, sex, religion, nationality, disability, sexual orientation or age;
  • infringe any copyright, database right, intellectual property right or trade mark of any other person.
  • be likely to deceive any person;
  • be made by breaking a legal duty owed to another person, (like a duty under a contract or a duty to keep material secret);
  • encourage any illegal activity;
  • be threatening, abuse or invade someone else’s privacy, or cause annoyance, trouble or unnecessary stress;
  • be likely to trouble, upset, embarrass, alarm, scare or annoy any other person;
  • be used to impersonate any person, or be dishonest about your identity or connection to any person;
  • give the impression that they come from us, if this isn’t true; or
  • encourage or help an unlawful act, like (as an example only) copyright infringement or computer misuse.

6.0 Security

You are responsible for protecting your YouFibre customer identification and associated password(s) you use to access our Services and your account with YouFibre. You’re also responsible for any use of your password.

You SHOULD NOT disclose your customer YouFibre identification or password(s) to anyone else. If you do, YOU ARE responsible for their use of your account. If your customer identification or password are disclosed or used without your permission, you must tell YouFibre immediately. You MUST NOT use your customer identification or password(s) to use our Network or Website, in a way that YouFibre find unacceptable. Nor should you use them to access or try to access other parts of our Network or Services where we have not given you permission to do so.

You are responsible for taking all reasonable steps necessary to stop someone else accessing our Network through your account, where you’ve not given them permission to do this.

You must protect your computer from viruses, adware, malware and spyware by installing and updating suitable anti-virus and security software. We’re not responsible for security problems with your computer, its files, or its applications.

You must keep copies of your own data. We’re not responsible for any loss of your files or data.

You must tell us immediately if you think that any part of this “Security” section has been breached.

7.0 Excessive Usage

YouFibre DO NOT have a traffic management policy, although YouFibre may choose to use one in the future. However it should be noted that the YouFibre network will identify and notify us of excessive use and if we believe that your use of the internet, our Network or Services is so excessive that other customers’ Services are being harmed, then we may and can give you a written warning to reduce your use. If you DO NOT do this, we may and can suspend or end your Services with YouFibre.

If YouFibre reasonably suspect that your use of the YouFibre telephone service is excessive and unreasonable, we can, if we wish, limit the free calls you can make to UK numbers. We can also charge you, at our standard prevailing rate, for all the calls you make to UK numbers, which we think are excessive compared to the number of calls we’d expect of a residential user or small business customer, using our telephone service at home or for “Home Working”. Prior to YouFibre charging you for these calls, we will let you know by phone or email, using the contact information that you have provided YouFibre.

8.0 How we will deal with breaches

YouFibre have various methods that allow us to see if you are following this policy. When you use YouFibre Services and or our Website, you give us (or our agents or subcontractors) permission do this by checking your networks and/or machines and your use of our Network, Website and/or Services.

If we think you have not followed this policy, YouFibre can and may investigate this. We will act reasonably and fairly when and if we do. If we decide that you haven’t followed this policy, we can take any action (as set out in the next paragraph) that YouFibre think is appropriate. If YouFibre find that you have not followed this policy, you would also have broken your Residential Terms of Service, Business Terms of Service and/or our Website Terms and Conditions.

This will mean YouFibre can either deal with the matter under whichever of these documents applies to you or take any of the following actions (with or without notice):

  • immediate, temporary or permanent suspension or ending of your Services;
  • immediate, temporary or permanent removal of any posting or material uploaded by you to the internet using our Services or to our Website whether or not using our Services;
  • the issue of a warning to you;
  • legal proceedings against you to fully compensate us for all costs to us (including reasonable administrative and legal costs) resulting from you not following this policy (this is called an indemnity and makes you 100% responsible for the full amount of any claim we have against you);
  • further legal action against you; and
  • the disclosure of any information to law enforcement or other appropriate authorities or regulators that we reasonably think is necessary.;

We aren’t limited to the actions we’ve just set out – we can take any other action we think is reasonably appropriate. We don’t accept any liability resulting from actions we take because of you not following this policy.

9.0 Jurisdiction and applicable law

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

10.0 Changes to these terms

YouFibre may and can update or change this policy at any time.

11.0 Date

These Terms are effective from 18th March 2020.

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