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General Terms and Conditions

 

Gibtelecom Ltd

 


15/21 John Mackintosh Square


PO Box 929


Gibraltar


+350 20052200


Email: customerservices@gibtele.com


 


1. Gibtelecom hereby agrees to provide you with the Service on the terms and conditions of this contract.


2. The Customer hereby agrees to pay on demand for the appropriate charges as set out by Gibtelecom.


3. The Customer shall (if required by Gibtelecom) at all times maintain with Gibtelecom a Deposit from which Gibtelecom is hereby authorised to collect the payments and which shall be topped up by the Customer so that the Deposit does not at any time fall below an amount to be determined by Gibtelecom from time to time. The Customer shall not be entitled to any interest on the Deposit. Upon termination of the Agreement, subject to any rights of set-off which Gibtelecom may have against the Customer, the amount on deposit shall be returned by Gibtelecom to the Customer.


4. The Customer shall obtain and maintain in force any permit, licence, consent, authorisations and approvals which may be required from time to time by the Customer for the purpose of using the Service.


5. The Customer warrants, represents and undertakes that it will comply with all applicable Gibraltar laws and regulations relating to its business, instructions or guidelines issued from time to time by regulatory authorities, relevant licences and any other codes of practice which apply to the Customer in Gibraltar.


6. The Customer shall permit Gibtelecom staff to enter Customer’s premises for the purpose of constructing, inspecting, maintaining, altering or removing the installation.


7. The Customer hereby indemnifies and agrees to save harmless Gibtelecom from and against all claims, actions, losses, proceedings or liabilities whatsoever or howsoever arising out of or in connection with the Service.


8. The Customer shall not use the Service:-


(a) for sending any message which is offensive, abusive or indecent


(b) for making annoyance or malicious calls


(c) for any unlawful purpose or in an unlawful manner


9. Gibtelecom may interrupt or terminate the service to any customer contravening Clause 8 and may refuse to restore service.


10.  Gibtelecom shall not be liable to the Customer in contract, tort or otherwise for death, illness or personal injury caused to the Customer through the use of the Service.


11.  Gibtelecom shall not be liable to the Customer in contract, tort or otherwise for any financial loss or damage, whether direct or indirect, whatsoever or however arising from or as a result of any break in, suspension or malfunction of the Service.


12.  Gibtelecom may temporarily suspend the Service without notice for the purpose of repair, maintenance, improvement thereof or to maintain the security and integrity of the service and or Gibtelecom networks.


13. The customer agrees to pay any Connection and/or Installation Fees applicable to the Service being provided.


14.  Gibtelecom shall invoice the Customer monthly for the services provided and the Customer shall make the payments to Gibtelecom on the date shown for payment on the invoice. For up to date information of our:


(a) Pricing for individual products is included in the product specific page for that service on Gibtelecom’s website www.gibtele.com


(b) Some products may have additional terms and conditions specific to that product. Visit http://www.gibtele.com/terms-and-conditions  for details


(c) Methods of payment, please visit http://www.gibtele.com/faqs/my-account-and-billing


15.  Gibtelecom may without prejudice to its rights, terminate the Agreement and suspend the service without notice, whether wholly or partly if the Customer fails to make payments promptly. If the suspended service is restored a reconnection fee may be charged to the customer, as may be determined by Gibtelecom.


16.(a) Subject to clause 16. (b), (c), and (d) this Agreement shall be for a period of one year from the date of acceptance by Gibtelecom as indicated on the Application Form and thereafter shall continue in force until terminated by either party upon one month's notice in writing to each other.


(b) Unless otherwise indicated, Clause 16.(a) shall not apply to (i) Customers applying for Gibtelecom’s Superswift service who at the time of acceptance by  Gibtelecom as indicated in the Application Form are existing  Gibtelecom retail broadband service Customers; and (ii) had been a  Gibtelecom retail broadband Customer for a period exceeding 12 months prior to their application for  Gibtelecom’s Superswift service.


(c) Customers applying for Gibtelecom Superswift service who at the time of acceptance by Gibtelecom as indicated in the Application Form are existing Gibtelecom retail broadband Customers but have only been so for a period being less than 12 months prior to their application for Gibtelecom’s Superswift service will be bound to the contract term applying at the time of their original application for the Gibtelecom retail broadband service.


(d) For the avoidance of doubt, in all cases under clauses 16. (b) and (c), the Agreement shall continue in force until terminated by either party upon one month’s notice in writing to each other.


17. This Agreement may be terminated forthwith:-


(i) by Gibtelecom


(a) If the Customer shall fail to make payments promptly


(b) If the Customer fails to observe and comply with the Terms and Conditions


(ii) by either party


(a) in the event of the other party having a receiver or a liquidator appointed or passing a resolution for winding up or a court shall make an order to that effect or being a partnership shall be dissolved or being an individual shall commit an act of bankruptcy or enter into a composition or arrangement with creditors.


18. The Customer is responsible for the line and for any apparatus belonging to Gibtelecom within the boundary of your premises and for their proper use; if they are lost, non-returned, destroyed or damaged (except for fair wear and tear) the Customer must pay our charge for their replacement and/or repair. The Customer must not interfere with it nor permit anybody else to do so.


19. The Customer may connect his equipment to the line only by means of a socket installed and maintained by Gibtelecom, unless we agree otherwise and we may withdraw our agreement by reasonable notice. Your equipment must not be used with your line (whether connected or not) except in accordance with our appropriate terms and conditions for the attachment of customer’s equipment to our telecommunications systems in force from time to time. In addition, you must not allow any other person to do any of the things forbidden by this paragraph.


20.  Gibtelecom will not be held responsible for any Third Party Equipment connected to its network. In the event that any reported fault is determined by Gibtelecom to be caused by said Third Party Equipment, then a Call-Out Charge will be levied


21. The Customer shall not assign the Agreement.


22. Neither party shall be liable to the other for any breach of the agreement caused by Act of God, insurrection, riot, civil disorder, war military operations, local emergency, acts or omission of government or other competent authority,  Gibtelecom’s compliance with any statutory or other legal obligation, industrial disputes of any kind (whether or not involving  Gibtelecom’s employees) fire, lightning, explosion, flood, subsidence, weather of exceptional severity, acts or omissions of persons for whom  Gibtelecom is not responsible (including in particular other telecommunications service providers) or any other cause whether similar or dissimilar outside  Gibtelecom’s reasonable control.


23. This Agreement is subject to the Laws of Gibraltar, and Gibtelecom and the Customer submit to the exclusive jurisdiction of the courts of Gibraltar.


24. Gibtelecom's Privacy policy forms part of these terms and conditions. By agreeing to these terms and conditions you also give your consent to the way we process your personal information under our privacy policy.  The policy is available on request from our Customer Services Centre at 15/21 John Mackintosh Square and also at www.gibtele.com/privacy-policy Gibtelecom also has a Consumer Code of Practice detailing what you should do in the event you wish to register a complaint. The Consumer Code of Practice is found at http://www.gibtele.com/consumer-code-of-practice


 


DEFINITIONS


"Agreement" means the Application Form and these General Terms and Conditions, together with any relevant/applicable service level agreement and any other terms and conditions for specific products and/or services


"Application Form" means the application form for the relevant service


"Connection Fee" means any Initial, non-refundable one-off charge which may be necessary for the connection of the service.


"Customer" and “you” means the applicant named in the Application Form


"Installation Fee" means any charge necessary for the Installation of the service


"Payments" means all or any of (a) the connection charge as appearing on your bill (b) the monthly rental charge as appearing on your bill (c) all other telephone charges for calls made from your telephone line in accordance with the applicable rates in force at the time of billing (d) any other charge, which may be varied by Gibtelecom from time to time, in connection with the service


"Service" means any service provided by Gibtelecom at the request of the Customer. Emergency Services calling facilities are available on all Gibtelecom fixed line and mobile voice calling services. During electrical power outages, access to emergency services from a fixed line may be affected if you have a cordless handset. Calling location information is not available on any Gibtelecom service.


"Terms and Conditions" means these Terms and Conditions which may from time to time be amended, substituted or supplemented without notice by Gibtelecom.


"Third Party Equipment" means any equipment which has not been installed or approved by Gibtelecom.


 


Call-Out Charge


Weekdays - £40 per hour with a minimum charge of £120 (three hours)


Weekends - £80 per hour with a minimum charge of £240 (three hours)


 

 


1.  GIBTELECOM’s standard Terms and Conditions, available above or from our Customer Service Centre apply to all services forming part of this bundle

 

 2. This promotion includes the following services, with a monthly recurring charge of £55:

 

- Mobile Maxi plan with 1000 local minutes, 1000 SMS and 10GB of mobile data

 

- 100Mbps SuperSwift fibre broadband

 

- Wi-Fi service for one device at local hotspots

 

- Sofi Digital entertainment on 1 TV and 1 mobile device

 

3.   This offer only applies to Gibtelecom’s Residential customers.

 

4.   There is a minimum period of 1 year for services included as part of this Bundle. A new minimum term of 1 year will apply to existing Monster Bundle customers when contracting the Sofi service, commencing from the Service Start Date for the Sofi subscription. 

 

5.  The service starts on the date we activate it (Service Start Date). If we have to visit to install the broadband service, it will be activated after the installation is complete. The minimum period applies as from the Service Start Date.

 

6.   Should you terminate any of the services prior to the end of the minimum period you will be liable to pay a Cease Charge of the total of the Monthly Charges for the remainder of the Minimum Term.

 

7.   Inclusive usage as part of the Mobile plan includes local usage when on the Gibtelecom network. International calls, calls to other service providers or mobile usage whilst roaming abroad (other than within the EEA) does not form part of this Bundle and will be charged as per advertised rates for the Maxi mobile plan on the Company’s website.

 

8.  Nominal broadband speeds are dependent on network conditions, in-building wiring and distance from Gibtelecom fibre distribution nodes. Simultaneous use of multiple devices and external factors, such as internet congestion beyond Gibtelecom’s network, can also affect performance. Service delivery is subject to the maximum available fibre broadband speed in your area.

 

9.  Wi-Fi coverage is limited to the locations listed at http://wifi.gibtele.com and these are subject to change. One code will be generated per Monster Bundle contracted, with a duration of 1 year. A new code will be issued at the start of each year. The code will be deactivated should the Monster Bundle be terminated within the 1 year period. The Wi-Fi code will only be valid on one device. 

 

10. The Wi-Fi service is not intended for P2P use, file sharing or HD video streaming and should not be used for downloading of illegal or inappropriate content.

 

11. Discounted Monster Bundle packages are avaialable for pensioners, priced at £30. Pensioners are required to produce a valid pensioners card on application. The terms and conditions above also apply to this package.  

1.  GIBTELECOM’s standard Terms and Conditions, available above or from our Customer Service Centre, apply to all services forming part of this bundle

 

 2. This promotion includes the following services, with a monthly recurring charge of £70:

 

- Mobile Maxi plan with 1000 local minutes, 1000 SMS and 10GB of mobile data

 

- Up to 100Mbps SuperSwift fibre broadband with download with up to 10Mbps upload

 

- Starter Email Hosting package which includes up to 10 email addresses and 10 GB email storage

 

- Eligibility to upgrade to Premium Email Hosting at discounted rates

 

- Premium Web Hosting package which includes SSK tools, 50GB of web space and up to 5 different domains

 

- Additional mobiles on the same account as the Monster Bundle will also be eligible for upgrades to double their mobile data (on application) on eligible Midi and Maxi mobile plans as per 'Go Double' promotion.

 

3.   This offer only applies to Gibtelecom’s Business customers and is limited to one bundle per account.

 

4.   There is a minimum period of 1 year for services included as part of this Bundle.

 

5.  The service starts on the date we activate it (Service Start Date). If we have to visit to install the broadband service, it will be activated after the installation is complete. The minimum period applies as from the Service Start Date.

 

6.   Should you terminate any of the services prior to the end of the minimum period you will be liable to pay a Cease Charge of the total of the Monthly Charges for the remainder of the Minimum Term.

 

7.   Inclusive usage as part of the Mobile plan includes local usage when on the Gibtelecom network (to Gibtelecom numbers). International calls, calls to other service providers or mobile usage whilst roaming abroad (other than within the EEA) does not form part of this Bundle and will be charged as per advertised rates for the Maxi mobile plan on the Company’s website.

 

8.  Nominal broadband speeds are dependent on network conditions, in-building wiring and distance from Gibtelecom fibre distribution nodes. Simultaneous use of multiple devices and external factors, such as internet congestion beyond Gibtelecom’s network, can also affect performance. Service delivery is subject to the maximum available fibre broadband speed in your area.

 

 

Plans are designed for normal person to person use from your phone and are subject to your acceptance of our standard terms and conditions for pay monthly services. As per those terms, they are also not to be used for anything unlawful or to send nuisance communications. If you are found to be in breach of this term, we reserve the right to disconnect your SIM card from our network.

Usage Charges

For midi, maxi and monster plans your inclusive allowance of minutes and texts are for calls/texts to Gibtelecom numbers whilst on the Gibtelecom network or when roaming in the EEA. This includes minutes to Gibtelecom mobiles and fixed lines, but not international calls, premium rate services, calls to other service providers, directory enquiries or other facility calls. Usage whilst roaming outside the EEA is also not included and standard roaming rates apply.

Usage outside of allowances will be charged as below:

Plan Name
mini
midi
maxi

Local - standard

14p

12p

9p

Local - cheap

12p

9p

6p

Local - mobile

15p

15p

15p

Local - off-net    

16p

16p

16p

International

IDD rate

IDD rate

IDD rate

Local text message (SMS)

4p

4p

4p

Multimedia message (MMS)

20p

20p

20p

Charge per MB (without data bundle)

17p

17p

17p

Standard rates apply on weekdays from 8am to 8pm.
Cheap rates apply in the evenings (from 8px to 8am), weekends and public holidays.

Off-net charges are charges for local calls to a fixed line or mobile operator other than Gibtelecom.

Local calls (except to voicemail) charged in units of 10 seconds after an initial minimum charge of 30 seconds. International calls are charged on a per second basis.

Note that Maxi Plan rates also apply to Monster Bundle and Flexi Maxi customers.

If you are on a Select 10 plan Mini rates apply, If you are on a Select 100 plan Midi rates apply, If you are on a Select 50, Select 120 or Select 250 plan Maxi rates apply.

 

Data use

You will need 2G. 3G or 4G coverage to use mobile internet on your phone and a compatible device. You can only use mobile internet on our 4G network if you have a Band 7 and Band 20 device and are in range of a 4G base station. You’ll also need a 4G SIM card. Maximum speeds are dependent on handset, network conditions and the base station being accessed. 4G roaming services are only available with certain operators so your handset may default to 3G whilst roaming.

In order to use data you need to have the Gibtel APN(Access Point Name) www.gibtele.com programmed on your mobile device.

Data usage whilst roaming (other than within the EEA) is not included in data bundles or monthly allowances.

There is no difference in charges for data usage on the 2G, 3G or 4G networks.

If your plan doesn't have an inclusive data allowance you can subscribe to a pay monthly data bundle,  in addition to your monthly plan rental. Data allowances will reset automatically on the 1st of the month and apply during one calendar month.

If you are still on an old MI3G+ or MI5GB+ bundle on our Select Plans these are subject to a fair usage policy in order to ensure that the service is fast and reliable for all of our customers. 

If your usage exceeds the limits applicable to the bundle you will receive a notification and speed will be capped to 128k once this threshold is exceeded. Then if 10GB is reached further reduction to 64k is applied. 

Mobile broadband is not intended to be used for connection to devices such as modems, for the continuous streaming of multimedia content or for P2P or file sharing in such a way that adversely impacts the service to other Gibtel customers. 

 

Boost Bolt-ons

Data bundles and inclusive allowances can be topped up using a Boost bolt-on.

If your data runs out you can simply buy a one-off bolt-on to get you through to the end of the month. Bolt-ons will not apply automatically each month – they will expire at the end of the calendar month that they are purchased. Bolt-ons must be purchased from Gibtelecom’s Customer Service Centre, in person, over the phone or via email.

 

Starting or terminating your pay monthly mobile plan

 

You can start or terminate your plan at any time. 

 

Should you contract a plan mid-month you will be allocated a pro-rata allowance for that month e.g. if the month has 30 days and you contract the plan on the 15th you will get half of the voice minutes and half the data allowance for that plan – after which out of bundle charges will kick in. On the 1st day of the following months the full allowances will be available. You can also keep track of your data by texting DATACHECK to 8100.

 

Should you terminate a plan mid-month, the same rules apply e.g. if you terminate the contract on the 15th you will be entitled to half of the allowances for the plan you contracted. If you have already exceed half of the plan allowances any additional data will be billed at out of bundle rates and added to the next monthly invoice. 

 

Note that in both cases rental charges are also applied pro-rata as rentals are paid in advance.

•             When subscribing to a plan in the middle of the month you will be charged for a full month plus the pro-rata rental for the number of days remaining until the end of the month. These charges will be applied on the bill received following the activation of the service.

•             When disconnecting a plan in the middle of the month you will be credited the pro-rata rental for the remaining number of days until the end of the month. This credit will be applied to the bill received following the deactivation of the service.

 

1. Product description

Sofi Digital Entertainment (“Sofi”) is a feature rich multimedia solution delivering linear TV and easy access to applications via a Gibtelecom set top box or via the Sofi mobile application. More details on the Sofi service can be found at sofi.gi 

2. Eligibility

 

Sofi Digital Entertainment is available exclusively to Gibtelecom residential broadband customers and will only work on the Gibtelecom network.

 

3. Use

 

a) Sofi is provided for use in residential premises only and for your private and domestic use. It must not be used for any commercial purposes.

b) Sofi is not to be used for copying or recording all or any content watched or held on the set-top box or app, except as allowed by law for your own private and domestic use. You must not re-sell, or charge anyone for watching or using any part of the television service. You must not broadcast or show any live or recorded content to the public or to anyone in an office or commercial space or otherwise use the Sofi service for any commercial purposes. Failure to meet conditions 3 (a) and (b) gives Gibtelecom the right to terminate your agreement without notice. 

c) Gibtelecom may prevent copying of anything on the set-top box where reasonable, e.g. when such copying may infringe the intellectual property rights or any other right of a third party. 

 

4. Technical requirements

 

a) To receive Sofi you must:

i. have a television with a HDMI connection. If you require further information on connecting your device visit the ‘Support’ pages on our website or consult the Quick Start Guide included with your Set Top Box.

ii. keep the Set Top Box connected to your Gibtelecom broadband, otherwise most services and functionality will be lost.

iii. have your own television and any other necessary equipment. Gibtelecom will provide you with the Set Top Box; HDMI cable; power cable and remote control. 

 

b) In order to access additional free-to-air channels you can use any working TV aerial at the address where the Set Top Box will be used. Ideally these should be an external or rooftop aerial as indoor aerials may not be sufficient. This aerial will not be provided as part of Gibtelecom’s service and it is your responsibility to arrange this if you don’t already have one and want to benefit from additional channels. Only DVB-T antennas will work with the Sofi Set Top Box. 

 

c) Gibtelecom recommends that the main TV in the property is connected via a wired connection. Gibtelecom will wire up the Set Top Box in the area of the main TV as part of the initial installation. Charges for wiring up additional rooms and TVs may apply, in line with Gibtelecom’s standard engineer call-out rates (see General Terms and Conditions). Secondary TVs may be connected wirelessly by connecting to your home Wi-Fi network. 

 

5. Using our Gibtelecom TV box

 

a) The Set Top Box will remain property of Gibtelecom at all times. We provide you with the hire of the set top box so you can receive content. You are responsible for making sure that the equipment is in good working condition and used properly in accordance with these terms and conditions. 

 

You also agree to:

 

i) allow us to make alterations or upgrade or replace the box if necessary. We may need reasonable access to your home to do this or we may need you to follow reasonable instructions from us or the box manufacturer;

ii) keep the equipment in your home and under your supervision and control. You must not sell it, hire it out to anyone else (whether free or for a fee) or use it as security for a loan or to settle any debts;

iii) not tamper with, disassemble, misuse, neglect or damage the box;

iv) not remove or tamper with any of the labels or stickers on the box;

v) allow Gibtelecom to access the box remotely and perform any diagnostics or install software;

vi) keep the box in a cool, dry place with good airflow. The box should be located in a room between 0 and 40 degrees Celcius. This box does not have a built-in cooling fan and so you will need to keep the box uncovered and the entire top side free of obstacles to allow it to cool; and

vii) allow us to amend the television functionality or switch it off completely for any good reason, including but not limited to: failure to make payments relating to the TV service; disconnection of Gibtelecom broadband and/or any reason required by law such as intellectual property infringement or the threat of legal action. 

 

b) If you do not comply with our reasonable requirements in 5 (a) above Gibtelecom has the right to charge you a full replacement fee for the box. You must immediately report to our Customer Services team if the box is lost, damaged or stolen. We may charge you for any loss or damage to the equipment caused by you or your negligence.

 

c) If the service is terminated by either party for any reason, you must return the box to Gibtelecom. If you fail to return the box within 30 days you will be charged the full replacement cost, including any reasonable costs connected with retrieving the box and locking services on the box. 

 

d) The Set Top Bo contains various material, software and content protected by third party copyright and other intellectual property rights. You agree by using the set top box not to infringe any of those rights such as copying, decompiling or altering the software contained in the box. You may only use the software in the form provided and in conjunction with the box. No unauthorised software should be used on the box. By using the Set Top Box you are accepting the end user license agreement which you can view under: Tools > Help > Settings > Licensing & Copyright on the menu. 

 

6. Content

 

a) The Set Top Box will be provided to you offering a basic package of IPTV channels, which can be supplemented by free to air channels using a digital aerial. Additionally it integrates third party content or services e.g. Rakuten and Prime Video. Some of these third party content providers may require you to accept additional terms and conditions and pay additional fees. These fees are in addition to any monthly subscription fees you may part as part of your broadband and TV service plan or bundle. Gibtelecom will make it clear when contracting the service as to what inclusive content is available when you subscribe and what is available for purchase on demand. This content may change from time to time at Gibtelecom’s discretion and Gibtelecom will notify accordingly, however this does not give the right to early termination of the agreement.

 

b) If you select and view any additional chargeable content, this will be paid directly to the content provider and will not be charged to your Gibtelecom bill. The subscription period and charges will be as set by the third party provider. You are advised to read all relevant details and terms and conditions before you purchase the content.

 

c) Gibtelecom is not responsible for the loss of any content you may have recorded or have scheduled to record at any time, including when Gibtelecom updates the Set Top Box with new software. You hereby acknowledge that software updates may disrupt scheduled recordings and Gibtelecom is not responsible for anything that does not record or that is lost during these updates. If the box needs to be returned or repaired, Gibtelecom is not responsible for any content that is lost. 

 

d) Gibtelecom endeavours to provide high quality IP feeds for its linear channel offering. However the number and quality of channels provided to you over digital terrestrial aerials is dependent on a number of factors over which we have no control – it may depend on the quality of your aerial and signal strength in your area. We also cannot guarantee completeness or accuracy of the Electronic Programme Guide for channels obtained via aerial. 

 

e) The content provided through the Gibtelecom set top box may not be suitable for viewing or use by people of all ages. It is therefore your responsibility:

 

i. to set up and maintain parental controls; and

ii. to ensure that any content viewed or used is suitable for those viewing or using it (including children). 

The parental control PIN can be set during initial set up. It can be configured to block post post-watershed content for television and broadcast recordings, hide adult channels, lock TV programmes with guidance labels and lock specific apps. Please note that apps in the ‘App’ section are controlled by third party content providers who may provide their own parental controls and PINs. 

7. Functionality

 

a) Multi-screen and fetch

The set top box allows you to view different content on up to five compatible devices at the same time, whether live or recorded (including your main television).

 

b) Mobile app

Customers can access some of the linear content via the Sofi mobile app. This app is restricted to your in-home Gibtelecom Wi-Fi network and Gibtelecom’s mobile data networks (3G and 4G). Customers will only be able to access the mobile app if they log in using a valid Sofi subscriber ID and password. The number of mobile devices registered at any given time is capped to those contracted as part of the subscription

 

c) Catch-up

Catch-up functionality is only available on certain channels and for certain content, as per licensing restrictions. Where catch-up is available it is indicated in the electronic TV guide and content is available to view for 7 days after it initially airs. 

 

8. Your information

 

a) We will be collecting information about you and your use of Sofi including but not limited to the following:

i. Your account information such as your address, billing history, services you use and anything else relating to your Gibtelecom account (as per the terms of our Privacy Agreement).

ii. The channels you are using and the types of programmes you watch

iii. The types of features and functionality you are using

iv. Your viewing preferences

v. Your communications with us

b) We will use this information for the proper administration of your account, to provide you with relevant service information and updates, and to develop and improve our products and services. 

c) We may use aggregate information and statistics for the purposes of monitoring usage of our services in order to help us develop our services, and may provide aggregate information third parties such as advertisers and third party content providers but these statistics will not include any information that can be used to identify you as an individual. 

 

 

 

Hopster Voucher offer conditions

 

Gibtelecom includes one Hopster subscription with each Sofi subscription.

Customers can register for the Hopster service at www.hopster.tv/gibtelecom

This service is non-transferrable and customers must sign up for the service using their TV subscriber ID and the unique Hopster voucher code provided when subscribing to Sofi. 

Customers subscribing to Hopster must adhere to the Hopster Terms of use https://www.hopster.tv/terms-of-use/

The Hopster subscription is linked to the Sofi TV subscription. If the Sofi service is disconnected the Hopster subscription will expire and it is up to the customer whether they wish to renew and pay for the Hopster subscription in their own capacity. 

Hopster is a third party application and Gibtelecom has no editorial control over the content made available via the application.

 

Rakuten Voucher offer conditions

 

Gibtelecom includes two Rakuten TV rental vouchers with each Sofi subscription. The voucher can be redeemed against movies which are available for rental and not for purchase only options. 

Customers will need to register for the Rakuten TV service in order to be able to redeem the vouchers. 

By registering for the Rakuten TV service customers must adhere to the Rakuten Terms of Use

https://uk.rakuten.tv/terms_conditions/982 

This promotion is available exclusive for Sofi Digital Entertainment customers. 

Rakuten TV is a third party application and Gibtelecom has no editorial control over the content made available via the application.

 

As part of Gibtelecom’s Go Double promotion customers subscribing to a midi or maxi mobile plan and SuperSwift fibre broadband will get a free upgrade on both their mobile data allowance and broadband speed.

This offer only applies to eligible residential customers.

If an account meeting the criteria above has more than one eligible mobile or broadband plan on the account it will apply to all applicable services on the account i.e. if you have two midi plans and a SuperSwift broadband connection you will get double the broadband speed as well as double the allowance on both midi plans.

Boost Bolt-ons and Bundles are not eligible for being upgraded to double the allowance and will continue to operate as normal.

Maximum broadband speeds available are dependent on the location of the premises. Where a customer has the maximum available speed of 100Mbps, they will continue to have speeds of 100Mbps but at the 50Mbps price.

This would represent the following upgrade:

 
Superswift 16 Mbps 
Superswift 25Mbps
Superswift 50Mbps
Superswift 100Mbps
Midi plan

Broadband speed 32Mbps and mobile data 4GB

Broadband speed 50Mbps and mobile data 4GB

Broadband speed 100Mbps
Mobile data 4GB

100Mbps price reduced to
£40 and Mobile data 4GB

Maxi plan

 

Broadband speed 32Mbps and mobile data 10GB

Broadband speed 50Mbps and mobile data 10GB

Broadband speed 100Mbps and mobile data 10GB

100Mbps price reduced to
£40 and Mobile data 10GB

If the SuperSwift or mobile service is disconnected, thereby not meeting the eligibility criteria, the Go Double promotion will no longer apply and standard speeds and data allowances will apply on any remaining services.

Go Double promotion applies to Gibtelecom ISP customers only

Roaming services are available by default on all Gibtelecom mobile plans. If you wish to disable roaming you can do this on your mobile device or request barring on all roaming services or barring on data roaming services by contacting Gibtelecom Customer Services.

Data Roaming Limit

Data roaming can be expensive as it is dependent on distant operator charges. When you roam, you will have an automatic £42 (the sterling equivalent of €50) limit on data usage while roaming per calendar month, but you can change this limit at any time to suit your data roaming needs by contacting Gibtelecom Customer Services in person, by email or over the phone. You will be advised when you reach 80% and 100% of this cap, and barred thereafter. In order to reactivate data roaming you can contact Gibtelecom Customer Services.

Whitelisting

Customers can request that Gibtelecom remove the data roaming limit mentioned above - this is known as whitelisting. This request must come from the account holder or a person authorised on the Gibtelecom account. Doing so will mean that the customer is liable to pay any bills generated whilst roaming, which may be high. We recommend that instead of opting to 'whitelist' the number, you increase the data roaming limit to a larger cap but maintain the control on your data roaming spending.

Roaming in the EEA

As from 1 June 2017 roaming usage within the EEA is included as part of your mobile plan allowances and bundles. Visit our 'Roam Like at Home' section for further details. Roaming usage outside of inclusive plans and bundles will be charged as per local off-net and out of bundle rates.

Note that Roam Like at Home is designed for Gibraltar residents who are on holiday, visiting relatives or taking business trips abroad. It is not designed for extended periods abroad or for permanent roaming.

Data roaming quality of service

In order to manage traffic we may slow down the service when using data abroad.  We may also slow down the service if you reach a level of data consumption which we deem to be excessive, network affecting, affecting the use of other customers or usage that is not in accordance with your terms of service. Audio and video streaming are available but the quality of the audio/video may be optimised for a mobile device.

Mobile data, at home or abroad, is not intended to be used for connection to devices such as modems, for the continuous streaming of multimedia content or for P2P or file sharing in such a way that adversely impacts the service to other Gibtel customers

Getting in touch when you’re abroad.

On arrival to any country you'll get personalised pricing information on the call, SMS and data rates with the operator you are roaming with. You may choose to opt out of receiving these messages by contacting Gibtelecom Customer Services, but this is not recommended.

Should you need clarification or additional roaming support you can call Freephone +350 20052201 when roaming to speak to Gibtelecom's roaming suppot team. 

Gibtelecom's reload pay-as-you-go plans give you the flexibility to top-up at any time and keep control of your spending with no account required.


Reload tariffs

Mobile to Gibtelecom landline (standard) 

14p/min

Mobile to Gibtelecom landline (cheap)

12p/min

Mobile to Gibtelecom mobile 

15p/min

Mobile to Gibraltar (off-net)

16p/min

Mobile to International

IDD rate + 10p

SMS (per message) 

4p

Calls to voicemail (per call)

10p

MMS (per message)

20p

Data (out of bundle charge)

17p per MB

Standard rates apply on weekdays from 8am to 8pm.
Cheap rates apply in the evenings (from 8px to 8am), weekends and public holidays.

Off-net charges are charges for local calls to a fixed line or mobile operator other than Gibtelecom.

All calls (except to voicemail) are subject to a 10p connection charge. Local calls are charged in units of 30 seconds after an initial minimum charge of 1 minute. International calls are charged on a per second basis.

Additionally customers may purchase data and SMS bundles either via SMS shortcode, at Gibtelecom's Customer Service Centre or online at www.reload.gi

Validity


The validity period on your reload service is 270 days from the date of your last recharge, after which any outstanding credit will be lost. You then have an extra month in which you will only be able to receive calls and replenish your account. If your account is not replenished during this extra month, your reload account will be disconnected resulting in the loss of your reload mobile number.

 

Mobile Internet Bundles

DATA500MB - The DATA500MB Bundle allows you to purchase 500MB of data which can be used over a period of 30 days at £9.

DATA2GB - The DATA2GB Bundle allows you to purchase 2GB of data which can be used over a period of 30 days at £14.

DATA5GB - The DATA5GB Bundle allows you to purchase 5GB which can be used over a period of 30 days at £29.

DATA7 – The DATA7 Bundle allows you to purchase unlimited internet for 7 days at £10. 

NOTE: Additional bundles may be purchased and queued. They will kick in once the active bundle is consumed or expired. A positive credit balance must exist before bundles can be used. 

All Unlimited mobile broadband bundles are subject to a fair usage policy in order to ensure that the service is fast and reliable for all of our customers. 

If your usage exceeds the limits applicable to the bundle (3GB) you will receive a notification and speed will be capped to 128k once this threshold is exceeded. Then if 10GB is reached further reduction to 64k is applied. 

Mobile broadband is not intended to be used for connection to devices such as modems, for the continuous streaming of multimedia content or for P2P or file sharing in such a way that adversely impacts the service to other Gibtel customers. 

TIP: You can check the consumption and expiry date on your DATA Bundle by texting DATACHECK to 8100. You will also be advised of any pending bundles

SMS Bundles

SMS100 – The SMS100 bundle allows you to buy 100 SMS messages for £3.50, saving over 12%.

SMS200 – The SMS200 bundle allows you to buy 200 SMS messages for £6.00, saving over 25%.

NOTE : SMS Bundles have a thirty day expiry date, however purchasing another bundle within the thirty day period will bring forward any remaining SMS messages from the previous bundle. A positive credit balance must exist before bundles can be used. 

TIP: You can check your SMS Bundle Balance by texting SMSCHECK to 8100.

Bundle Activation via SMS

All bundles can also be activated via an SMS message to 8100 using the keyword relating to that bundle as below:

 

SMS100

SMS200 

DATA500MB 

DATA2GB 

DATA5GB 

DATA7 

 

Furthermore, customers may also activate both SMS and data bundles by visiting the Gibtelecom Customer Service Centre at John Mackintosh Square. 

Refund policy

Customers may cancel an online reload replenishment transaction within 7 days, provided the full transaction credit amount is available. Cancellation requests can only be handled in person at Gibtelecom’s Customer Service Centre and customers are required to bring the following information relating to the transaction:

• transaction number

• online receipt

• mobile number recharged

• replenishment amount

• date & time of transaction.

 

Gibtelecom aims to refund the full amount within 30 days.

Any refunds resulting from erroneous entries of mobile number and/or credit amount details will not be entertained.

1. Gibtelecom’s Terms & Conditions apply in addition to these Terms and Conditions.

2. The Agreement shall be for a period of  12 or 24 months from the date of acceptance by Gibtelecom and thereafter shall continue in force until terminated by either party upon one months notice in writing to each other.

3. The Gibtelecom service is for your own use and must not be re-sold.

4. The monthly rental charge is dependent on the Gibtelecom Contract Plan and mobile handset selected

5. On completion on the 12 or 24 month contract, the customer will continue to be billed for their mobile plan (and associated data bundle if on a Select Plan), until such time as the customer requests that this is no longer required.

6. Early Termination - your mobile handset has been provided as part of your subscription over a 12 or 24 month period. In the event of early termination before the initial minimum contract period, you will be required to pay the outstanding balance of the sale price for your handset at the full retail price, calculated as follows;

ETC = ([12 or 24] – a) x (b ÷ [12 or 24])

Where:

ETC = Early Termination Charge

a = Subscription period in months

 

b = Device outright sale price

7. Returns - at Gibtelecom, we ensure that all devices are sourced from official distributor channels. In doing so, we eliminate cross-network compatibility issues, by providing non carrier-branded devices which have been manufactured without network specific settings or software. We want you to be happy with your new product, therefore should your product develop a fault within 30 days of purchase, we will exchange it at our Customer Service Centre. This policy does not apply where the product has developed a fault as a result of your intentional or negligent damage.

How to determine if your phone is considered defective - phones are generally considered to be defective and covered under warranty if the phone has stopped functioning properly due to no fault of the user. For example, a software malfunction would typically be considered a defect of the phone. Phone damage not considered defective includes, but is not limited to:

i. Cracks on or damage to the phone case indicating that the phone has been dropped.

ii. Damage indicating that the phone has been exposed to liquid.

iii. LCD damage such that the phone screen has cracks or blue spots.

iv. Phones that have been modified or tampered with.

 

8. Lost or stolen devices. Gibtelecom will not be held responsible in the unfortunate event that any customer may have their mobile handset lost or stolen. It is recommended that an insurance policy is obtained in order to safeguard your investment. The remainder of the contract term will still need to be paid if a device is lost or stolen.