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Broadband Re-pricing
FAQs
Why have some Demon Broadband prices changed?
As part of our ongoing commitment to deliver competitively priced, high quality broadband services, we have recently reviewed pricing across the Demon Broadband portfolio. Not only does Demon Broadband offer customers fast, reliable download speeds and excellent quality of service, we can now offer existing Broadband customers even greater value by substantially lowering the monthly service charges.
Will the price changes appear automatically on my next bill?
No. You will remain on your current tariff until you sign-up via the online portal to receive the new pricing. The new pricing is applied automatically to new sales from 4th July 2007, but we are keen to extend the benefits of the new pricing to our existing customer base. Therefore we have decided to enable our existing customers to 're-purchase' their services via the customer care portal in order to benefit from these cost savings.
How will I be informed of the new pricing tariffs?
Customers will be advised of the new pricing by letter and information will also be made available via http://www.demon.net.
Do I qualify for the new pricing, I'm still within my initial 12 month contract?
All Demon Home, Home Office and Business Broadband customers are eligible to take advantage of the new Demon pricing.
What are the new prices?
The new Demon Broadband tariffs are;
Product
|
Download |
Upload |
Monthly Rental Price: Was |
Monthly Rental Price: Now |
| Home 8000 |
8Mbps |
448kbps |
£19.99 incl VAT |
£17.99 incl VAT |
| HomeOffice 8000 |
8Mbps |
448kbps |
£24.99 incl VAT |
£22.99 incl VAT |
| Business 2000 |
2Mbps |
832kbps |
£34.00 + VAT |
£34.00 + VAT |
| Business 4000 |
4Mbps |
832kbps |
£49.00 + VAT |
£40.00 + VAT* |
| Business 8000 |
8Mbps |
832kbps |
£59.00 + VAT |
£40.00 + VAT |
* Demon Business 4000 customers service will be replaced and offered a free upgrade to the 8MB service in addition to a reduced price.
I am presently subscribed to an older Demon fixed rate service (such as Home Office 2000, Business 1000 etc.). Will I be able to sign up for the new pricing?
All of our fixed rate Home, Home Office, and Business Broadband customers will be eligible to take advantage of the new pricing and upgrade their service at the same time, by using the portal to upgrade to one of the current products in our range.
How do I apply for new pricing?
Customers can sign up to the new Demon pricing tariffs via a customer care portal. This portal can be accessed by visiting http://www.upgrade.demon.net. You will only be able to sign up to the portal once you have received a letter informing you of the offer. Please note that signing up to the new pricing commits your account to a new 12 month minimum term contract.
What do I need to access the portal?
To access the secure Demon customer care portal, customers are required to provide their account hostname (the part of your Broadband login before the @ symbol) and current connection password. This information can be found on the account card in your Welcome Pack. Please ensure if you have changed your connection password since signing up to the service that you use the current password, rather than the one on your account card.
I'm having difficulty accessing the on-line portal with my username and password?
Please ensure you are using the correct hostname and connection password details. This information can be found on the account card provided with your Demon Welcome Pack. Please also ensure that you only enter the initial part of your Demon hostname (the part of your Broadband login before the @ symbol).
Once I've accessed the portal, what are the next steps?
Once the correct hostname and connection password have been entered, you will be guided through some simple steps to accept the new pricing. This will include the option to upgrade your current Demon Broadband service. You will then be required to accept the terms and condition of service.
Once the above steps have been completed, confirmation will be displayed to show that you have completed registration successfully. Customers should keep a copy of this information for their records. The customer can choose to apply re-pricing to any other applicable services they may have or simply close the page if finished.
Are there any changes to the standard Demon terms and conditions?
Accepting the new Demon Broadband pricing will commit you to a revised 12 month contract. The Demon T&Cs have changed slightly, to reflect the withdrawal of some services from new sales and the forthcoming introduction of C-Billing.
Can I sign up by telephone?
No. Customers can only sign up to the new pricing via the on-line customer care portal.
When will the new pricing come into effect?
New pricing will be made available to existing customers in stages from July 2007. This will be a staggered delivery through July and early August to ensure that our provisioning and support systems are able to handle the increased volume of orders. As each product range is added into the portal, customers will be contacted by letter to inform them of the offer availability.
Once a customer has successfully registered for the new pricing, the appropriate amendments to your monthly bill will be made and applied from the next date of invoice.
I would like to take advantage of the new pricing and take the opportunity to upgrade my Demon Broadband service - is this possible?
Yes. When applying for the new pricing via the on-line customer care portal, customers will be able to select whether they wish to upgrade to an alternative Demon Broadband service.
If I choose to upgrade my Demon Broadband service, will I suffer any loss of service?
Depending on the selected service upgrade, Customers may experience a short loss of service during the process. It is approximated that service loss shall be a maximum of 1 hour. Should you select to upgrade to another product, we shall process the instruction and make the appropriate changes to your account within 10 working days. You will be advised of the date of change by email, and shortly after this date we advise that you disconnect and reconnect your router to take advantage of the better speeds. Your next Demon bill shall be amended to reflect the service change.
I am currently subscribed to the Demon Business 4000 Broadband service, how will the change affect me?
As part of the promotion, Demon Business 4000 Broadband customers will be offered a free upgrade to the Business 8000 product, which not only offers an increased download speed, but also a reduction to the previous monthly service charges. You are not obliged to accept the offer, in which case you will continue to receive your existing service and your current monthly or annual charge will remain unchanged. THUS will continue to provide full ongoing service and support for all existing Business 4000 customers.
Will I be charged for upgrading my Demon Business 4000 service?
Upon accepting the new Demon pricing, there are no charges applicable for the upgrade.
What happens if I change my mind about the new pricing?
If for any reason you should decide to revert to your previous higher cost Demon Broadband rental price, you must contact us to request the rollback within 7 working days of submitting your on-line application for the new pricing.
What if I choose not to sign up to the new Demon Broadband pricing?
Demon Broadband customers who decide to stay on the current range of Broadband tariffs will continue to receive service and billing at their current rates.
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