Introduction

Founded in 2010, Converged Rural Broadband is a locally-owned and operated Wireless Internet Provider (WISP), dedicated to providing high-speed internet access to rural communities across Scotland.

We have invested in the latest wireless technology to deliver fast and reliable internet access to even the most remote areas of Scotland.

At Converged Rural Broadband, we believe in providing a personalised service to each of our residential and business customers. Our team works closely with clients to understand their internet needs and tailor solutions that are customised to their requirements.

Our Mission Statement

By using our wide knowledge of available technologies and services, our mission is to bridge the digital divide and make high-speed internet accessible to everyone, regardless of their location.

For further information please visit our website: www.crb.scot

Contact Details

• General Enquiries: 01224 01224 571700 or info@crb.scot
• Helpdesk: 01224 571700 or help@crb.scot
• Postal Address:
  Converged Rural Broadband
  Converged House
  Spires Business Park
  Mugiemoss Road
  Aberdeen
  AB21 9BG
• Website: www.crb.scot

Our Services

Internet Connectivity

Converged Rural Broadband is a Wireless Internet Service Provider serving domestic and commercial markets. We have a range of products spanning wireless broadband and fibre based connections.

IP Telephony

Converged Rural Broadband supplies and maintains Voice Over IP solutions for the business market.

For full details on all of these services please visit our website or contact us via telephone.

Ordering our Services

You can sign up for any of our services by 1) completing our online booking form. Or 2) contacting us directly on the telephone number outlined above. We will discuss your requirements and advise on the options open to you from our product portfolio. The method of provision of our services varies from customer to customer (based on product, location and specific circumstances) and we will advise on how best to gain access to them.

All of our services are governed by our Standard Terms and Conditions which can be found here. Alternatively a copy can be posted to you free of charge on request by telephone or email.

Cancelling our Services

If you want to end a service, please tell us as quickly as possible so that we can arrange to send you a final bill.

If you do not tell us to end the service, we will continue to send you bills and you will remain responsible for the charges.

You can contact us to cancel a service using the contact details outlined earlier in this document.

Some of our services have a minimum term (which will be outlined in your contract with us) and you may have to pay an early termination fee if you cancel within that term. All of our ADSL services require 1 calendar month notice to be given prior to cancellation.

If you have a broadband connection with us you may request a Migration Authorisation Code (MAC) in order to facilitate the transfer of your service to another provider. This will trigger your calendar month notice. If your MAC is not used within the notice period your service will not be terminated and any subsequent request for a MAC will be considered a new request – therefore your notice period will commence from the date we receive the new request.

All of our enterprise-class connectivity solutions (leased lines, LAN Extension Services etc) require a minimum 3 calendar months notice to be given prior to cancellation whether the minimum term has expired or not.

Customer Service

There may be rare occasions in which you feel that we have not performed to the standard that you expect from us. Our complaints procedure is designed to assist you in dealing with us in these circumstances.

All complaints are dealt with on a case-by-case basis and any refund or compensation offered will be done so on the individual merits.

Some services have Service Level Agreements (SLA). Our policy on refunds associated with these services can be obtained by contacting us on the details above.

If you should have a complaint, your first point of contact is: The Operations Director who can be contacted using our contact details. We will respond to your complaint within 5 business days and aim to resolve all complaints within 28 days.

If we are unable to resolve your complaint satisfactorily, we will issue a ‘deadlock’ letter so that you may make a complaint through CISAS, an independent alternative dispute resolution scheme. We can provide you with details of this service.

Alternatively if more than 8 weeks has passed since you first made your complaint, please contact the ADR scheme directly.

Contact details:

• Ombudsman Services, 24 Angel Gate, City Road, London, EC1V 2PT
• Telephone: 0845 1308 170
• E-mail: info@cisas.org.uk
• Web: http://www.cisas.org.uk

How to obtain this Code of Practice

This Code of Practice is published on our website at www.crb.scot/complaints. Additional copies are available on request and free of charge to any domestic and small business customer