Package information

Residential prices shown on this website include VAT. The monthly price you are quoted is the price for the broadband service; no separate line rental is charged.

The monthly price we agree with you is fixed for your 24-month minimum term. We will not increase it during that term.

The standard residential minimum term is 24 months. Your term, and the date it starts, are confirmed in writing before your order is accepted, along with what happens at the end of the term.

Installation is £0 on packages delivered over Luma's own network.

Some addresses are served over another company's fibre network. Where that applies, that network operator may charge for installation. If any such charge applies at your address, we tell you the amount before you commit, and you are free not to proceed.

• Bringing the fibre from the street into your home
• Fitting the internal equipment and connecting your router
• Confirming the connection is working before the engineer leaves

Anything beyond this — for example internal cabling to another floor or room — is agreed with you separately.

The Amazon eero router supplied with a residential package is provided on loan for as long as you take the service, unless we expressly tell you in writing that you have bought it. Please look after it and keep it connected to power and ventilated.

If your service ends, we ask you to return the loan equipment we supplied. We will tell you how and by when, and a charge may apply for loan equipment that is not returned or is returned damaged.

Mesh equipment is not included with any of our packages. It can be purchased separately where extra coverage is needed. Anything you buy belongs to you and never has to be returned, and coverage cannot be guaranteed in every part of every building.

Package speeds shown on this website are advertised speeds. On Luma's own full fibre products the advertised upload speed matches the advertised download speed.

Some addresses are served over another company's network. Download and upload speeds depend on the product you choose and the network available at your address. We confirm the speeds expected at your address before you order. We do not promise a guaranteed minimum speed on this website; the speeds expected at your address are confirmed with your order.

Actual Wi-Fi performance in your home can be affected by:

• the size and construction of the property
• where your router is located
• how many devices are connected at once
• local interference from neighbouring networks and equipment
• your own equipment, including devices and any third-party hardware
• the package you have chosen

A speed measured over Wi-Fi is not the same as the speed delivered to the property.

Our residential packages are not subject to a download limit. We manage the network to keep it working properly for everybody, and where any traffic management applies to your package it is described in the service terms for that package. Use of the service must also follow our acceptable use policy.

Network monitoring operates 24 hours a day. Our UK-based team is available Monday to Friday, 8am–6pm, excluding bank holidays, and faults reported during those hours are picked up the same working day. Response times are targets rather than guarantees.

If you end your service before the end of your minimum term, an early termination charge may apply. The way that charge is calculated is set out in the residential service terms, and we will tell you the amount before anything is cancelled.

See our residential service terms and legal information. If there is anything you would like in writing before registering interest, ask us and we will send it.