Terms & Conditions

Terms and Conditions

Terms and conditions for your residential customer service agreement with STEM Connect for Television, Broadband, and Phone Services.

These terms outline the agreement between (1) you (“the customer” or “you”) and (2) STEM Connect (“we,” “us,” or “our”). By using our services, you agree to comply with these terms and conditions.

Please read them carefully.

Terms Glossary:

Bolded terms throughout the document have defined meanings, available in the Glossary at the end.

A. Television Service Description

Our television service includes a wide range of channels. We aim to offer diverse content and periodically adjust offerings but cannot guarantee the availability of specific programs or channels.

B. Phone Service

STEM Connect will issue a phone number in terms of this agreement. This number shall remain the property of STEM Connect. If you are porting your existing phone number to STEM Connect, we will not manage the cancellation of your previous provider’s agreement for that line. We strive to keep your current number, but this cannot be guaranteed.

C. Broadband Service

To use our internet services, you must meet minimum specifications, as outlined on the STEM Connect portal. Broadband use is limited to household members and must align with typical residential activity.

D. Service Supply

We will supply services as long as you adhere to this agreement. The terms may occasionally include additional policies, such as acceptable use and traffic management.

E. Equipment and Maintenance

STEM Connect provides equipment for service use. You are responsible for its care and compliance with usage policies. For phone services dependent on broadband, please keep the router powered on for consistent service.

F. Billing and Payments

You are responsible for charges incurred under your account, regardless of who uses the service, and agree to safeguard your PINs and passwords.

G. Service Changes

We may modify, interrupt, or discontinue services, components, or content as needed. We will notify you of significant changes when possible.

H. Moving, Ending, or Suspending Service

Service adjustments due to relocation or termination must be coordinated with STEM Connect. Additional terms apply if you break the agreement, necessitating service suspension.

I. Liability

Our liability to you is limited as outlined in the agreement, and we are not responsible for issues outside our control.

STEM Connect – Service Description Updates

A. Television Service Description

The STEM Connect television service provides a diverse portfolio of content. Our offerings, delivered through STEM-provided equipment connected to your television, may vary over time as we add new content or update our selections.

We aim to provide television service covering a wide range of interests and regularly update content to align with viewer needs. Content availability and channel lineup are subject to change and are not guaranteed, as some programming comes from third-party providers and may be modified due to contractual or commercial reasons outside our control.

Changes in content or access to specific programming do not constitute significant modifications to the television service or this agreement. We may adjust or withdraw content without prior notice; however, we will endeavour to inform you of significant changes when possible.

At times, we may offer promotional or value-added content, either free or at no additional charge, which may be withdrawn or modified without prior notice. In cases where content adjustments lead to a lower-cost package, we will adjust your pricing to reflect the changes.

B. Telephone Service (STEM Phone)

If you are transferring an existing phone number to STEM Connect, we will facilitate number transfers, however we cannot guarantee this outcome, nor have the responsibility for the cancellation of your previous provider’s agreement for that line. For those without an existing number, STEM Connect will allocate a new one, which remains the property of STEM Connect and is non-transferable.

Please note, STEM Telephone service must not be used for purposes outside of regular household use. Excessive usage beyond what is typical for domestic purposes may result in service restrictions, suspension, or charges as per our latest tariff guide.

Please note, STEM Telephone service requires the use of an IP Phone that is available and is required to be purchased by the customer separately to active this service.

The STEM Telephone Phone may operate over our broadband network. In the event of power or network outages, phone service may be interrupted, affecting the ability to make or receive calls, including emergency calls. We recommend keeping a mobile phone accessible for emergency situations.

C. Broadband Service (STEM Broadband)

STEM Connect broadband services require a compatible device with an Ethernet port. By agreeing to these terms, you confirm your device meets the minimum specifications outlined on the STEM Connect Portal (https/mystemconnect.net) should you decide to make use of own device rather than STEM provided router.

While we aim to deliver consistent performance, specific levels of Internet speed and stability cannot be guaranteed due to the nature of Internet connectivity. Any STEM-provided IP addresses or domain names remain the property of STEM Connect and must not be transferred. Upon the termination of this agreement, any right to these IP addresses or domains will cease.

This broadband service is intended solely for domestic use by you and your household members and must not be used for non-domestic activities or those not typically expected in a household setting.

D. Provision of the STEM Connect Service

We will provide the services as long as you adhere to this agreement and all relevant terms and policies published on our website. Monitoring may occur to ensure service quality, and we reserve the right to withdraw trial or promotional services at any time.

You are responsible for any charges on your account, even if incurred by someone else using your service. Please keep PINs and passwords secure, as we do not accept liability for unauthorized use of your account. We may monitor communications for quality and security purposes.

E. Installation and Equipment

STEM Connect will attempt to install services by the agreed date; however, delays may occur, and we will notify you of any schedule changes. If we need to install equipment in your home, an authorized adult (18 or older) must be present. If equipment needs installation, we will connect it as feasibly close to your preferred location. If self-installation is possible, you are responsible for any necessary equipment and installation, including preparing your devices for setup.

If your home is outside our service area or if we determine the installation is impractical for safety or technical reasons, we reserve the right to terminate this agreement, in which case we will refund any payments made for installation.

We reserve the right to monitor the service for quality, security, and traffic management. For guidelines on STEM installations please refer to our Standard Code of Practice on the STEM Portal (https/mystemconnect.net)  

F. Looking After Your System and Equipment

  • At STEM Connect, we’ll handle any necessary maintenance on our system and equipment during regular working hours to ensure optimal functionality of our services.
  • We reserve the right to upgrade or update the system, equipment, or services from time to time, and by using our services, you agree to these necessary updates.

Please report any service issues via logging a ticket on our STEM Connect Portal – https/mystemconnect.net ,who will aim to resolve the issue quickly. Some issues may be solvable over the phone, but if not, we may send a technician to your location.

If you prevent our technicians from performing agreed-upon maintenance or fail to cancel an appointment for unnecessary maintenance by noon the day before, we may charge a service fee if listed in our price guides. Service fees may apply if issues arise due to:

  • Misuse, neglect, or accidental or intentional damage to equipment,
  • Issues with your own equipment or systems not covered by us, or
  • Failure to follow this agreement.

You are responsible for maintaining your personal equipment, such as your television, projector, display monitor, or computer. We are not liable for any service issues resulting from your equipment’s incompatibility, failure to meet minimum specifications, or faults with any external network providers.

If you access our services through another network, such as Virgin TV Anywhere, it’s your responsibility to maintain that connection. STEM Connect is not liable for service failures resulting from interruptions or disconnections from external providers’ networks.

G. Using the Services

As a user of STEM Connect’s services, you are responsible for ensuring that the equipment and services are used lawfully and appropriately. Specifically, you agree not to:

  • Send offensive, abusive, defamatory, obscene, or illegal messages,
  • Cause nuisance, inconvenience, or infringe upon the rights of others,
  • Engage in any illegal activities,
  • Attempt to breach the security of any equipment,
  • Use or distribute any copyrighted material without permission,
  • Copy, distribute, reverse-engineer, or modify any software or equipment provided by us, except as allowed by law or as permitted in this agreement.

You are prohibited from using any IP address not assigned by STEM Connect or using the services in a way that degrades service for others or compromises our system. If we find that services are being misused or used beyond reasonable residential purposes, we may reduce, suspend, or terminate your service without notice.

You will be responsible for all charges incurred by using the services, including third-party charges. Any liabilities, claims, or losses arising from misuse of the services or unauthorized access will be your responsibility. If misused, STEM Connect reserves the right to suspend, terminate, or cancel access to the services.

You must ensure that all equipment provided by STEM Connect, such as set-top boxes or cable modems, is powered on and in standby mode when not in use, unless otherwise advised. If any part of the service has a minimum age requirement, it is your responsibility to restrict access accordingly.

If a usage or storage limit is assigned to your service, you are responsible for not exceeding it. Exceeding any usage limit may lead to re-grading of your service at an additional charge, or we may charge for extra usage at rates specified in the price guides.

You acknowledge that parts of the service may provide access to third-party content, which may require additional terms or fees. STEM Connect is not responsible for this third-party content or any associated services.

H. Using Our Equipment

STEM Connect provides equipment for the duration of your contract, and it remains our property at all times. Occasionally, we may need to update or replace equipment, and for this, we require reasonable access to your premises.

To ensure equipment is properly used and maintained, you agree to:

  • Follow all manufacturer and provided instructions for use.
  • Keep the equipment secure within your premises and under your control (e.g., do not sell, lend, or pledge it).
  • Insure our equipment against loss, theft, or damage.
  • Avoid tampering with, misusing, disassembling, or neglecting the equipment.
  • Leave any labels or identifying information intact on the equipment.
  • Take steps to prevent loss or theft of the equipment.
  • If the equipment is lost or damaged, you must promptly notify our customer service team via the STEM Connect portal (https/mystemconnect.net) as you are responsible for its condition. We may charge for any losses or damages.
  • Upon termination of services or equipment upgrade, you must return our equipment in a reasonable condition. If not returned, we reserve the right to charge you for replacement and recovery costs.
  • Any additional equipment that you own and connect to our system must comply with applicable laws and regulations, or we may disconnect it. Although you can use your own equipment alongside ours, we do not guarantee compatibility.

I. Optional Insurance

STEM Connect offers Ultra Insurance as an addon to your broadband service. This service is intended to provide protection of STEM Connect devices at a monthly fee of two euro. Benefits are defined as follows :

  • Free Hardware Replacement: Enjoy free hardware swaps for broadband products, ensuring minimal downtime should something go wrong.
  • Latest Technology Guaranteed: Replacements feature the latest technology available to STEM Connect, keeping your home network future-ready.
  • Priority Service Escalation: Your service requests are prioritised to the top of the list for immediate attention.
  • Next-Day Technician Guarantee: When on-site assistance is needed, a technician will be dispatched the next working day.
  • Temporary Plan Upgrades: Take advantage of two temporary upgrades per year to higher-tier plans, perfect for high-demand periods. Each upgrade lasts for a full 7 days. This applies only to STEM Connect own network customers.

J. Paying for Your Services

You are responsible for paying all charges associated with your services. All payments should be made to STEM Connect, which will process your payments and apply them to the appropriate charges.

  1. Payment Responsibilities: Ensure your payments reach STEM Connect by the due date specified on your bill. Late payments may incur interest or additional charges, and we reserve the right to suspend or cancel services for non-payment, as well as recover debt through legal processes if necessary.
  2. Billing Options:
    • Payments can be made via Direct Debit or Stripe.
    • If you do not pay by Direct Debit or Stripe, a processing fee may apply for payment handling.
    • For any returned Direct Debit, additional fees may apply.
  3. Electronic Billing (E-billing):
    • Bills are provided electronically, so you must keep a current, valid email address on file.
    • Maintaining an accurate email address is your responsibility. You are accountable for paying bills sent to your specified email, regardless of whether you access or read them.
    • E-billing is subject to occasional maintenance, which may interrupt service.
  4. Late Payment Notices: Reminders for late payments will typically be sent, and we may charge interest on overdue amounts at an annual rate of 3%.

Using E-billing responsibly ensures efficient service delivery, and all charges are as outlined in our price guides as per our STEM connect portal (https/mystemconnect.net)

K. STEM Connect Service Terms and Conditions

Service Modifications and Fees
If you wish to change your agreed services, an administration fee may apply. We will inform you of the fee at the time of your request.

Agreement Modifications
You may adjust your service tier or add content by contacting us. Some changes, such as downgrading within a minimum contract period, may incur a fee. Changes in terms may occur due to regulatory or operational needs, but we will notify you of any significant changes.

Service Suspension
Services may be suspended if there is a breach of this agreement, overdue payments, unusual usage, or for maintenance. We will make efforts to contact you before any suspension due to unusual activity. You may be required to pay a reactivation fee before services resume.

Usage Limits
If usage exceeds reasonable levels, we may restrict services.

L. Termination of Agreement

Automatic Termination and Equipment Return We reserve the right to terminate this agreement immediately if required by regulatory authorities or for security, technical, or operational reasons. Once the agreement ends, we will deactivate any relevant equipment, which you must return. Failure to do so may result in charges for replacement and recovery costs.

If this agreement is terminated, any outstanding payments will be applied to any obligations owed under this agreement. Remaining balances will be refunded unless processing fees exceed the balance, in which case the amount will be donated to charity if unclaimed after six months.

Relocation If you move within our service area, you may request service at your new address with at least one month’s notice. However, we cannot guarantee service availability at the new address. If you move during a minimum service period and cannot continue receiving our services, early disconnection fees may apply.

Breach of Agreement

This agreement may be terminated immediately if:

  • You become insolvent or bankrupt.
  • Fraud or criminal activity is suspected in relation to our services.
  • You provide false or misleading information.
  • Required permissions for equipment usage are revoked.
  • We are legally required to terminate due to government or regulatory requests.
  • You or your representatives engage in inappropriate conduct with our staff or agents.

In cases of breach, STEM Connect reserves the right to limit or prevent access to services and may report fraud or criminal behaviour to authorities for legal action.

Your statutory rights remain unaffected by these provisions. For further legal advice, contact the Citizens Advice Bureau or visit their website at Citizens Advice.

N. Visiting Your Home

You authorise STEM Connect to install, maintain, and operate any necessary equipment at your home, and agree that our team, including employees, agents, or contractors, may enter your home for the following reasons:

  • To perform any work required to connect, maintain, modify, replace, or remove equipment essential for providing the services requested by you or others in your household.
  • To inspect any equipment you may have on-site, such as TVs or computers, to ensure compatibility with our services.

You agree not to interfere with or cause any damage to the equipment or restrict access to it.

By accepting these terms, you confirm that:

  • You are the current occupant of the property.
  • You are either the freeholder or hold a lease of at least 12 months.

If you terminate this agreement or relocate, we may not be obligated to remove permanent installations.

O. Liability to You

STEM Connect’s liability to you does not exclude or limit liability for:

  • Death or personal injury resulting from our or our contractors’ negligence.
  • Fraud.
  • Obligations that we are legally bound to cover, including those under the Consumer Protection Act 1987.

Beyond these, STEM Connects liability to you is limited to:

  • A maximum of €1,000 for any one event or series of connected events, except in cases of direct physical damage to your property, where it is limited to €10,000 per event.

Our liability does not extend to:

  • Indirect losses or unforeseeable consequences, including loss of profits, revenue, or business opportunities.
  • Accuracy, fitness for purpose, completeness, or legality of information accessed, transmitted, or received using our services.
  • Failures of safety, security, personal alarms, or health monitors not due to our fault or beyond our reasonable control.

STEM Connect is not responsible for any transactions or interactions you have with other parties using our services, including subscriptions to third-party services or online purchases.

P. Matters Beyond Our Control

STEM Connect will not be liable for delays or failures to fulfil our obligations due to events outside our reasonable control, such as extreme weather, natural disasters, civil unrest, vandalism, government actions, or labour disputes.

Q. Notices

Notices from STEM Connect will be delivered electronically. Any notice period will commence from the date the notice is delivered, posted, or transmitted successfully.

R. Transfer of Agreement

This agreement is personal to you and cannot be transferred without written consent. STEM Connect reserves the right to transfer our rights and responsibilities to another party for business purposes.

S. Governing Law and Dispute Resolution

This agreement is governed by Irish law. If you wish to pursue court proceedings, you must do so in the courts of Ireland, which hold exclusive jurisdiction.

STEM Connect is committed to resolving complaints fairly and in a timely manner. If you have a complaint, please refer to our Code of Practice. If a resolution is not reached in terms of our Code of

Practice, you can refer the matter to Comreg at [email protected].