TV Services

The TV Service provides access to Freeview TV and radio channels, catch-up TV Services from Freeview Play as well as on-demand music and TV content. The content that is made available as part of the TV Service may change from time to time, and may have viewing restrictions such as only being available in certain parts of the UK or not being available on the TV App. The content that is available, and the times that the content is made available is controlled by a third party and we do not have control over this. We can’t guarantee the accuracy or completeness of the electronic programme guide or programme information. If the content on the TV Service changes, we will do our best to replace the content with content which is similar.

The TV Box remains the property of [ISP_name] and must be returned to us at the end of service.

You must have, and maintain throughout the Contract Length the following requirements to be able to use and access the TV Service:

  1. An eligible Broadband Service with us;
  2. A compatible television with a HDMI cable;
  3. A permanent internet connection to the TV Box to be able to watch on-demand, catch-up content and applications;
  4. A permanent connection to an antenna that is capable of receiving digital television signals to receive Freeview channels;
  5. If you want to record content available on the TV Service via the TV Box, you will need a USB stick with a minimum of 32GB of storage space; and
  6. If you want to use the Alexa voice-control, an Amazon account and compatible Amazon Alexa devices.

We will provide you with one TV Box (which is referred to as Equipment in this Contract) to access the TV Service. If the TV Box is faulty or damaged, please contact us straight away and we will either repair or replace the Equipment. If we discover that the fault was caused due to you failing to look after the TV Box as required, we may charge you for the cost of the TV Box and associated cables.

When using the TV Service, you must not do, or authorise others to do any of the following:

  1. Make unauthorised or unlawful recordings of any content or copy (except as permitted by applicable law, for example, you may be entitled to make recordings of broadcasts of programmes on your TV Box for the purpose of watching those broadcasts at a more convenient time for you), publish, rent, reproduce, transmit, frame, reverse engineer, decrypt, decompile, disassemble, alter or commercially exploit the relevant software or any content you watch, stream or (if applicable) download from the TV Service;
  2. Reproduce any recording made using your TV Box or made from the TV Service;
  3. Re-distribute, re-broadcast or otherwise transfer any content made available on the TV Service to any other person in any way;
  4. Use the TV Service other that for your own personal, domestic use, including showing any part of the TV Service in public to an audience, even if no charge is made; and
  5. Attempt to breach any security or content protection rules relating to either the TV Service or compromise the security of any device used for viewing the TV Service or the content itself.

To use the TV App your device will need to maintain a working internet connection of sufficient speed to access the content. Every time you download the TV App you will be required to agree to an end user licence agreement before you can watch any content or access any features. You can only watch/view content on the TV App when you are in the UK. Some content on the TV Service may not be suitable for viewing or use by persons of all ages. It’s your responsibility to ensure that the content viewed or used is suitable for those viewing or using it (including children). We are not responsible for this. We provide access to parental control, and it is your responsibility to set these if you wish to use them.


"TV App" means the Netgem TV software application which allows you to access and enjoy a selection of live and on demand content via a mobile device.

"TV Box" means the Netgem TV set-top-box which allows you to use the TV Service.

"TV Services" means the television services that we offer as described in more detail on our Website including the TV App.


Your TV Service is a variable service and we can't guarantee the availability of any of the content made available or advertised as being available on the TV Service. The TV App will include a selection of the content available on the TV Service. For example, some of the channels and content are provided to us by third parties and we can't guarantee the continued availability of this content.

Our TV Service (when accessing via the TV Box) is provided using the broadband connection to your home, you must therefore have a Broadband Service with us to receive the TV Service. As your TV Service uses your broadband connection, you will be unable to use these Services if there is a power cut or power failure, or a failure of the Broadband Service connection.


Where we provide Equipment for use with our Services, this Equipment remains ours at all times but you will be responsible for keeping the Equipment safe while it is in your premises.

You agree to:

  1. Take all reasonable care to prevent the loss, theft and damage of our Equipment;
  2. Keep our Equipment at all times under your control and possession and not to remove our Equipment from your premises.

You agree to tell us as soon as reasonably possible about any loss or damage to any part of our Equipment. You agree that you are responsible for any loss of or damage to the Equipment caused by your breach of this Contract. We will charge you for any loss of or damage to our Equipment caused by your breach of this Contract.

Return of Equipment after cancellation (or breach of contract)

If you cancel your TV service, any hardware must be returned. Failure to do so will result in a one off charge of £100 inc. VAT.

Amazon Prime T&Cs

The Amazon Prime for 12 Months Included offer gives you Amazon Prime membership for 12 months. This gives you a year’s access to all the features of Amazon Prime at no cost. For the full list of Amazon Prime membership benefits, click here. On installation you will receive a code from us worth 12 months membership of Amazon Prime.

You have 3 months to redeem your membership. If you are a new Prime customer your membership will start once you sign up and redeem. If you are an existing Prime customer your membership will be extended by 12 months when you redeem.

When you sign up to Amazon Prime you’ll be asked to input your chosen payment details. Once the 'year on us' is over, Amazon will charge you for the following year or month, depending on how you set up your Amazon account.

If you wish to cancel your Amazon Prime service at any point, you will need to contact Amazon directly is not a sponsor of this promotion. Amazon Prime Membership Codes must be redeemed on by accepting the Amazon Prime Terms and providing a valid payment method. Your Amazon Prime membership automatically renews for the fee in effect at the time of renewal. You may cancel at any time by visiting Your Account and adjusting your membership settings. Amazon Prime Membership Codes cannot be transferred or resold and are not refundable. For more information about Amazon Prime, visit All Amazon ®, ™ & © are IP of, Inc. or its affiliates

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