internet connectivity terms & conditions

Please take a few minutes to read carefully the terms and conditions set out below for the Internet Connectivity products and services you have ordered from Wasps.

By confirming your Internet Connectivity customer order, and by connecting to our network, you are agreeing to the terms and conditions set out below that relate to those products and services.


In order to connect to the Internet in Wasps buildings, you are required to subscribe to an Internet Connectivity package.  You may also need to purchase equipment or pay for installation costs depending on the way in which you wish to connect to the Internet.  Full details of the products and services on offer in your building can be found on our Rate Cards.


Confirming your order

  • The customer order form confirms the products and services you are subscribing to
  • New connections and upgrades commence on 1st of every month
  • Your chosen install date is provisional and dependent on your requirements and availability of engineers if required. Wasps will always endeavor to get you connected as soon as possible.


Paying for your order

  • Payment for Set Up Costs, Equipment or Installation will be invoiced to you at the point of confirming your order on 30 day terms
  • Payment for Ongoing Monthly Costs (Internet connectivity packages) will be invoiced on 1st of every month and are paid in advance
  • Payment for your Internet Connectivity product will be taken as direct debit on 1st of every month at the same time as your rent


Cancelling, upgrading or downgrading your order

  • There is no minimum term for your chosen Internet Connectivity product, however if you choose to end or downgrade your contract mid-month there will be no pro-rata refund
  • To cancel your contract please email
  • To upgrade or downgrade please email


Wasps Tenant Wi-Fi

  • Wasps Tenant Wi-Fi is a shared Wi-Fi option for our Artist tenants offering basic email, web surfing and occasional sending of files. This is aimed at light or occasional users of the Internet.
  • Access to Wasps Tenant Wi-Fi is granted on a per person basis and allows up to two concurrent devices to be connected per user
  • You must not disclose your username and password to anyone to grant them access to the Internet. Doing so may result in your Internet connection being withdrawn.
  • Fair usage policies apply to this connection


Wasps Public Wi-Fi

  • Free Internet access is offered to visitors to our buildings


Wasps Superfast Wi-Fi

  • Wasps Superfast Wi-Fi is a shared internet connection that is shared with other Superfast subscribers in the building
  • Wasps Superfast is aimed at users who rely on the Internet to conduct their commercial business or artistic practice
  • Access to Wasps Superfast is granted on a per person basis and allows up to two concurrent devices to be connected per user
  • You must not disclose your username and password to anyone to grant them access to the Internet. Doing so may result in your Internet connection being withdrawn.
  • Fair usage policies apply to this connection


Wasps Private Network

  • Private Networks with dedicated bandwidth provides customers with a ring fenced amount of bandwidth that is uncontended (e.g. not shared with other building users)
  • If you are continually reaching your bandwidth allowance, Wasps will contact you to suggest a higher bandwidth amount
  • Continually reaching your bandwidth allowance will result in slower speeds.


Fair Usage Policy

Our fair usage policy limits the usage of one type of user over another at peak times so that performance is not affected for the rest of the users of the connection.  The type of user that we would restrict would be excessive users and generally refers to those who use peer-to-peer or file-sharing software.  They are usually people who upload and download very large files such as movies and music on a daily basis.  These users take up excessive bandwidth, slowing the connection down for everyone else.

If Wasps feels that your usage is excessive, we will notify you and make suggestions about how to modify your Internet usage to fit a fair usage profile or we may suggest that you move to a Private Network with dedicated bandwidth option.  Continued excessive usage may result in your Internet connection being withdrawn.


Acceptable Use Policy

Irrespective of which Internet Connectivity Product you subscribe to, our Acceptable Use Policy will apply to you and those who you allow to use Wasps Internet.

Wasps Internet and Networks may only be used for lawful purposes in accordance with all laws, statutes and regulations inforce from time to time in the United Kingdom.

You may not use Wasps Internet and/or Wasps Networks to send, access, store, distribute, transmit post, upload or download any materials or data which:

  • violates any law;
  • is defamatory, offensive, abusive, obscene, or constitutes harassment;
  • is or may be harmful to minors;
  • promotes or encourages illegal or socially unacceptable or irresponsible behaviour;
  • is in breach of any third party rights (including any third party intellectual property rights);
  • has any fraudulent purpose or effect or involves you impersonating another person or otherwise misrepresenting yourself as the source of any communication; or
  • damages or may damage our rights or the rights of our sub-contractors or agent

We have put technical measures in place to prevent you from accessing certain websites that contain illegal images of child abuse that are identified from time to time by the Internet Watch Foundation

(“IWF”). Although these filters are comprehensive, they do not provide an absolute guarantee that you will be unable to view such illegal images on the internet. In addition, these measures do not filter other content which you may find distasteful, such as “adult” material. On this basis, we recommend that you consider installing additional software on your computer to prevent access to inappropriate websites or content on the internet

You must not use Wasps Internet, or allow someone else to use Wasps Internet, to violate Wasps’ networks’ security or any third party’s system or network security by any method including:

  • unauthorised access to or use of data, systems or networks, including any attempt to probe, scan or test the vulnerability of a system or network;
  • unauthorised monitoring of data or traffic on any network or system without the express authorisation of the owner of the system or network; or
  • unauthorised interference with any user, host, system or network without the express authorisation of the owner of the system or network. You must not send, receive, store, distribute, transmit, post, upload or download any materials that are designed to violate Wasps Network’s security or any third party’s system or network security. Examples of such prohibited material may include (but are not limited to): • programs containing viruses, worms, corrupted files, hoaxes, Trojan horses or any other items of a destructive or deceptive nature; • tools designed to compromise the security of other sites; • programs or services designed to send or facilitate the sending of unsolicited advertisements; or
  • programs or services designed to encourage or facilitate a breach of this AUP or any acceptable use policy of another internet services provider.


You must not connect Wasps networks to insecure machines, modems, routers, equipment or services able to be exploited by others to carry out actions which constitute a breach of this AUP.

If you do, you must disconnect it immediately, or allow us to disconnect it for you at your expense.

You must not adapt, modify, decompile or reverse engineer any part of Wasps Internet. You are responsible for all materials and/or data originating from the modems, machines and/or networks that you have connected to Wasps Networks.

You must immediately disconnect (and subsequently secure prior to reconnection) machines generating materials and/or data which contravene this AUP once notified of such activity by Wasps.

You must not send Messages to anyone who does not wish to receive them. We acknowledge that email and instant messaging are informal methods of communication however you must refrain from sending Messages to another user after receiving a request to stop.

You must not send unsolicited bulk Messages or any other form of abusive electronic communication. In particular, unsolicited advertising mailings (whether commercial or informational) are strictly prohibited.

You must not operate, host, provide hosting facilities to or assist in any way any web site, email address, or any other online service which is advertised or promoted by means of unsolicited bulk Messages (whether commercial or informational), any mass messaging facility or any other form of abusive electronic communication.

You must not send, distribute, or reply to mail-bombs. Mail-bombing is either sending copies of a single message to many users, or sending large or multiple files or messages to a single user with the intention of disrupting their internet experience.

You must not use false Message headers or alter the headers of Messages to conceal their email address or to prevent internet users from responding to messages.

You must not use any email address that you are not authorised to use.


Technical Support

We aim to provide a continuous, high-quality service using reasonable care and skill. However, from time to time, due to the nature of the service, faults with Wasps Internet may occur.

As part of our service, you are offered helpdesk support during standard business hours to assist you in getting connected and staying connected to the Internet.

Standard business hours are 08:30-17:00 Monday to Friday.

If you are experiencing issues in connecting to the Internet you may contact

They will provide you with a timestamped ticket to track their response.

IT Helpdesk response times for Incidents and Requests are detailed below.  Incidents are categorised as technical issues that require to be fixed.  Requests are categorised as admin requests / amendments e.g. password requests, new users, amended usernames.  Response times apply to standard business hours.  The below response times have been set to provide realistic, auditable Service Levels, however the IO team will always aim to respond and action support as quickly as possible.

Please note that the Helpdesk is for Internet Connectivity issues only and cannot assist in configuring your laptops, PCs, connecting printers to your network etc.

Response Times for Incidents

Response Times for Requests

If you continue to experience problems using Wasps Internet and are unhappy with the service you are receiving, please contact


Price Increases

Price increases are subject to review every 12 months.


Other terms & conditions

Wasps recommends that you ensure all your devices that connect to the Internet are protected by appropriate up to date antivirus software at all times

If you have purchased a router as part of your order, the router is your property once payment has been received in full.

You are responsible for the security and proper use of your username and password and you must not disclose either. You are also responsible for the security and proper use of each additional user’s username and password. You are also responsible for all activities that occur under these usernames and passwords. If you know or suspect that your username or password or any username or password of your additional users has been compromised, or you suspect or become aware of any other breach of security, you must tell us immediately. In these circumstances, you must also ensure that any such username or password is changed as soon as possible.

If we believe that there has been, or is likely to be, a breach of security of your username or password or of the username or password of any of your additional users, we may suspend such usernames and passwords and require that any or all of them are changed.

To protect our networks and maintain quality of service for all our users we can temporarily or permanently control or restrict your online activities via Wasps Internet where such activities may have a detrimental effect on other customers’ quality of service and it is reasonable for us to do so (e.g. sending “spam” Messages or if there are security or integrity incidents, threats or vulnerabilities).

We may modify or temporarily suspend Wasps Internet, or part of it, to the extent necessary for us to carry out maintenance, technical repair, enhancement or emergency work. We will try to minimise the impact of this on your use of Wasps Internet and we will restore Wasps Internet to you as soon as we can. Where possible, we will notify you if this occurs between the hours of 08:00-17:00 Monday-Friday and is due to last for more than 1 hour.

If you wish to use a modem or any other equipment that we have not supplied to you in order to access Wasps Internet, it is your responsibility to ensure it is compatible with Wasps Networks and we cannot guarantee that Wasps Internet will work with these.

If you miss any payments you owe to us including for any Wasps Internet product we may charge you a reasonable fee to help pay for the extra costs we incur when processing late payments, or interest at the yearly equivalent of 4% over Royal Bank of Scotland’s base rate for the whole period of any late payment, to compensate us for you breaking these Conditions. We may also charge you a reasonable fee that reflects the costs we incur if any payment instruction from you is returned to us because you do not have enough funds in your account, is cancelled or is not cleared by your bank.  Non-payment over multiple months will result in your Internet connection being withdrawn at our discretion.