Last updated 22nd January 2026
We believe you are going to love using our new Services. Our full fibre broadband is many times faster than traditional copper or part-copper connections and up to five times more reliable too.
Olilo and Olilo's Services centre around providing an experience that is fast, fair and easy. It's therefore important to us that everyone using or affected by our Services is treated fairly; this includes respecting the rights and freedoms of other internet users.
This policy sets out important rules on your use of the Services, with the intention of helping to keep you, us, and other internet users safe, and covers how you can use our Services, and what you are not allowed to do. It applies to anyone you allow to use our Services. You will be responsible for any breach of this policy or our terms and conditions.
If you allow anyone under the age of 18 to use our Services, we recommend that you take reasonable precautions to ensure that they use them appropriately.
You may only use our Services for lawful purposes. You may not use our Services:
a) to do anything that includes storing, sending, or distributing:
b) to do any other act or thing which is unlawful, illegal, fraudulent (or has any unlawful or fraudulent purpose or effect) or is otherwise prohibited under any applicable law or which is in breach of any code, standard or content requirement of any other competent authority;
c) to access, monitor or use any data, systems or networks, including another person's private information, without authority or attempt to probe, scan or test the vulnerability of any data, system or network or to violate the privacy, publicity or other personal rights of others or to impair the privacy of communications;
d) to compromise the security, tamper with, hinder the operation of or make unauthorised modifications to the integrity of any network or system including, but not limited to, our network or systems (or our suppliers' network or systems) or to cause technical disturbances to our network or to our suppliers' network);
e) to knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware;
f) to forge header information, email source address or other user information or use another person's name, username or password or otherwise attempt to gain access to the account of any other customer;
g) to transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam), in breach of the Privacy and Electronic Communication Regulations 2003 or otherwise in any way that:
h) to assist, encourage or permit any persons in engaging in any of the activities described in this section in a way which could, in our reasonable opinion, bring our name, or the name of any third party, into disrepute.
If you become aware of any such activities, you must immediately notify Olilo and take all other appropriate actions to cause such activities to cease.
We always aim to provide you with the best possible service but we understand sometimes things go wrong and that you may become annoyed or frustrated as a result. Whilst we will try to put the issue right as soon as possible, if your behaviour towards our staff, e.g. on the phone or online chat causes them to feel afraid, threatened, abused, or that unreasonable demands are being made of them, we reserve the right to terminate that conversation. Repeated behaviour of this type will be seen as a breach of this policy, and we may take any of the actions set out below.
We will determine, in our sole discretion, whether there has been a breach of this policy through your use of our Services, or your interactions with our staff. When a breach of this policy has occurred, we may take such action as we deem appropriate.
We will normally warn you that you're in breach of this policy and request you comply with its terms before taking any action set out below. However, we may not do this if there is a real risk of loss or harm to our other customers, our staff, our business, or our network.
We may, without prior notice, suspend all or part of the Services if, in our reasonable opinion, it is necessary to do so to stop or mitigate any problem or attack affecting our network, equipment, or services, or to deal with behaviour which, in our reasonable opinion, amounts to misuse of the Services.
The other actions we might also take in the event of your failure to follow this policy:
We exclude liability for actions taken in response to breaches of this policy.
We will exercise the reasonable discretion and judgment in administering this policy.
Olilo may revise this policy at any time by posting the updated version of the policy on our website. You are expected to check this policy from time to time to take notice of any changes we make, as they are legally binding on you. Some of the provisions contained in this policy may also be superseded by provisions or notices published elsewhere on our site.
Effective from January 2026
© 2025 Olilo UK & Ireland Ltd is a company registered in England and Wales (No 16352417). Our registered address is 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE. Our VAT number is 497589701. Olilo UK & Ireland Ltd is regulated by Ofcom.