1. What these terms cover
These product terms are for the planned Lodestar Voice service for home customers. Lodestar Voice is a standalone over-the-top SIP service, not broadband, a fixed landline replacement or a managed emergency-backup service. These terms do not cover Lodestar Mobile, Business Voice or wholesale trunks.
Before a customer agrees, Lodestar will confirm the retail provider and give the customer final contract information and a one-page contract summary in a form they can keep. The customer's order, contract information and contract summary will state the exact price, start date, minimum term, equipment, service limits and cancellation process.
If those personalised documents conflict with general product terms, the personalised documents will take priority.
2. The planned service
Lodestar Voice will provide a SIP account, phone number and call-routing features over an internet connection supplied and managed by the customer. It is planned to include a UK 01 or 02 number, incoming calls, outgoing calls, caller display, voicemail and a registered emergency address.
The public Voice overview and planned price guide explain the proposed plans and rates. They are not live offers and may change before launch.
3. Emergency calls and registered address
When the Lodestar service, the customer's internet connection, mains power and all required equipment are working, calls to 999 and 112 will cost £0.00. This is not a guarantee of uninterrupted access. Emergency calling through Lodestar Voice will stop during a power cut, internet fault, equipment fault or Lodestar outage.
Before activation, the customer must give a complete and accurate service address. Lodestar will use that address to provide caller-location information to the emergency services where technically feasible.
The customer must tell Lodestar before using the service at another address and wait for confirmation that the registered address has been updated. If an emergency call is made from somewhere else or while an update is pending, the caller should tell the emergency call handler their actual location.
4. No emergency backup is included
Lodestar does not supply, install, monitor, maintain or replace a UPS, battery, generator, backup internet connection, mobile fallback or other alternative means of calling emergency services as part of Lodestar Voice.
The customer is responsible for arranging, testing and maintaining a separate reliable way to call 999 and 112 when Lodestar Voice is unavailable. A customer who depends on a phone for emergency access, or who has no reliable alternative, must not use Lodestar Voice as their only means of calling emergency services.
Any customer-provided UPS, battery, mobile phone, second internet connection or other backup is the customer's own arrangement. Lodestar does not guarantee that it will work with the customer's router, optical network terminal, phone equipment or broadband provider.
Lodestar Voice is not designed or certified for a pendant alarm, telecare alarm, medical monitor, security alarm or lift phone. A customer must not rely on one of these devices over Lodestar Voice unless its supplier has confirmed compatibility in writing.
This section describes the intended commercial scope of the prelaunch service. It does not remove any duty that cannot lawfully be excluded. Lodestar will review the service and final terms against the regulatory requirements that apply before accepting orders, and will change the service design if required.
5. Broadband and equipment
The customer must supply and maintain a compatible internet connection, working mains power, router and compatible telephone equipment. Lodestar will not supply or control the customer's broadband, router, optical network terminal, household electricity or on-site network.
The customer must provide any SIP phone, DECT base, analogue telephone adapter or app needed to use the service. The order documents will state the supported standards, setup guidance and where responsibility for diagnosing a fault changes between Lodestar's SIP service and the customer's internet connection, network or equipment.
6. Phone numbers and porting
A customer may ask to move an eligible number to or from Lodestar. Lodestar will not make a direct charge to the switching customer for number porting.
Porting depends on correct customer details, validation, the existing provider and industry processes. Lodestar cannot confirm a completion date until the checks and network preparation are complete. The final terms will identify supported number types, the failed-port process, any compensation and the rules for keeping a geographic number after a home move.
A customer may request to port an eligible number away for at least one month after their Lodestar Voice contract ends.
7. Plans, calls and credit
Every price will include VAT for consumers. The final price guide will list every subscription, activation, equipment, delivery, call and payment charge before a customer agrees.
The planned Everyday household allowance is 3,000 minutes in each billing month to the destinations identified in the price guide. The final terms will define the billing month, how usage is reported, when the customer is warned, and exactly what happens after the allowance is used.
Planned Essential calls are billed by the second with a 2p minimum per chargeable call. Purchased call credit is planned not to expire while the line remains active. The final terms will state how unused credit is handled after cancellation or switching.
No plan will be described as unlimited or free without the qualification that applies to it.
8. Acceptable use and security
A customer must not use Lodestar Voice to:
- break the law, harass another person or make unlawful nuisance calls;
- spoof caller identity or impersonate another person;
- attack, disrupt or gain unauthorised access to an account, device or network;
- use stolen or compromised credentials;
- run automated or unusually high-volume calling on a household plan; or
- resell the service without a written wholesale agreement.
The customer must use a strong, unique password, keep equipment and credentials secure, and report suspected compromise promptly.
9. Faults, restriction and suspension
Lodestar may carry out planned or emergency maintenance. It will give reasonable notice of planned work where possible and use reasonable care and skill to restore a fault.
Where reasonably possible, Lodestar will warn a customer before restricting service for non-payment or a remediable breach. Immediate action may be taken where delay would create a serious risk of harm, fraud, illegality or security compromise, or where an authorised body requires it.
A restriction will be proportionate and limited to the affected service where technically feasible. It will be removed when the reason has been resolved.
10. Contract, payment and cancellation
Before agreement, the customer will receive the full price, service description, quality commitment or a statement that no minimum quality level applies, payment timing, duration, renewal, cancellation and support arrangements in a form they can keep.
A consumer who agrees online or by telephone will normally have 14 days after the contract is made to change their mind. If the customer expressly asks for service to start during that period and later cancels, a properly disclosed proportionate charge may be made for service already supplied.
The final documents will provide simple online, email, telephone and postal cancellation routes. Any scheduled in-contract subscription-price increase will be stated in pounds and pence, with the date it takes effect, before the customer agrees.
11. Information and privacy
Providing Lodestar Voice requires account, registered-address, call, traffic, usage, billing and equipment information. Before service opens, a separate Lodestar Voice privacy notice will explain each purpose and lawful basis, recipients, retention period, international transfer and the customer's rights.
If a customer provides information about disability, health or vulnerability when asking about service suitability or support, Lodestar will keep it to the minimum required and protect it appropriately.
12. Complaints
Complaints can be started by email at hello@lodestarnetworks.co.uk or by post to Lodestar Networks Ltd, 66 Paul Street, London EC2A 4NA.
Before service opens, Lodestar will publish a complaints code, a telephone route and the approved alternative dispute resolution scheme. The final code will explain free referral after a deadlock letter or when a complaint has remained unresolved for the period set by Ofcom.
13. Responsibility and consumer rights
Lodestar will provide the service with reasonable care and skill. Lodestar will be responsible for foreseeable loss caused by a breach of contract or failure to use reasonable care and skill.
Nothing in the final terms will exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, statutory consumer rights, regulatory responsibilities or anything else the law does not allow a provider to exclude or limit.
English law will govern a consumer contract, without removing any mandatory rights the customer has under the law where they live.