FAQs
Why is there no “Cooling Off Period”
Cooling off periods are a consumer right and do not apply to business-to-business (B2B) contracts. When you sign a contract with Millbeck Communications, it is a legally binding commitment. It is your responsibilityto ensure you fully understand the service and terms before signing.
14 day payment terms are too short
In practice, our billing cycle gives you more than 14 days of credit. We invoice around the 10th of each month for that month’s line rental, but your actual data usage is billed one month in arrears. This means you have usually used the services for several weeks before the payment is due.
I am a consumer, can I buy from Millbeck Communications?
No. Millbeck Communications is a specialist B2B provider and does not sell products or services to individual consumers. All contracts must be entered into by a business or a registered not-for-profit entity.
Am I a Small Business Customer?
You are a Small Business Customer if you carry on a business or a not-for-profit entity that employs 10 or fewer individuals (including volunteers), and you are not a communications provider yourself. If you meet these criteria, you may be entitled to extra protections under the Regulatory Schedule. It is your responsibility to inform us of your status before signing your agreement and to notify us in writing immediately if your business grows beyond 10 individuals during your contract term.
If you are a Small Business Customer, you should also read the provisions in Section 2 of the Regulatory Schedule which contains some extra protections for you under relevant law.
It is a customer’s responsibility to review the above criteria and to have informed Millbeck Communications if it is a Small Business Customer prior to the entry into the Agreement.
Customers must notify Millbeck Communications immediately in writing if, during the contract term, the customer no longer meets the criteria to be a Small Business Customer. For the avoidance of doubt, the terms applicable to Small Business Customer will apply only to the extent that the customer is and remains a Small Business Customer.
What are Regulated Services or a Relevant Customer?
Along with Small Business Customers, certain services (which are not the standard M2M Services that Millbeck Communications supply) have additional protections based on the type of product. Millbeck Communications may agree to supply to these services to you subject to terms applicable to that type of Regulated Service.
SIM services that are not M2M/IoT are non-standard services and may be Regulated Services. Please refer to the Regulatory Schedule which will contain terms applicable to the Regulated Service you are purchasing.
How does Millbeck Communications ensure that my services are secure?
At Millbeck Communications we take security very seriously. Customers should ensure that they take relevant precautions including, but notlimited, to: changing default passwords, securing their devices with a firewall, and ensuring regular security updates are applied in line with manufacturer guidelines etc. Please contact your Account Manager to discuss ways to improve the security of your devices.
I have unexpected charges, what do I do?
Millbeck Communications provides connectivity services for customer devices, but we do not control the hardware itself. It is important to recognise that devices may occasionally use more data than expected from time to time.
While we provide tools for you to track consumption, such as our billing platform and Connectivity Management Platforms (CMP), it is essential that customers manage and monitor their usage at a device-level. This means ensuring your hardware is configured to handle data efficiently and contains internal safeguards to prevent runaway usage.
Because Millbeck Communications incurs direct costs from network providers for all data transmitted, we must charge for this usage. To help prevent unexpected costs, we strongly encourage you to discuss device-level management, usage alerts, and data caps with your Account Manager.