Active Digital Solutions (ADS) – Residential Terms & Conditions (VoIP Tariffs + Hardware)
Last updated: 30 January 2026
1. Who we are and how to contact us
These Terms apply to purchases made via the Active Digital Solutions website and related sales channels.
Active Digital Solutions (“ADS”, “we”, “us”, “our”)
Support & complaints: support@activedigitalsolutions.co.uk
Phone: 01204 213227
Support hours: Mon–Fri, 9:00am–5:00pm (excluding UK Bank Holidays)
Business details: Activedigitalsolutions Ltd, 6 Gorsey clough walk, Tottington. BL8 3JU. Company No.16727069
2. What these Terms cover
These Terms cover:
Digital phone line/VoIP tariff services (including features and add-ons); and
Hardware supplied by ADS (e.g., Yealink base/handsets/accessories) where included or sold.
Our services may include (where available for your tariff): a free VoIP calling app (“Wave”) and free call recording (see Section 7.4).
Other documents referenced on our website also apply (where relevant), including: Privacy Policy, Acceptable Use Policy, and Fair Use Policy.
3. Important: who provides the phone service
ADS sells and supports the service to you, but the underlying voice service is provided over a third-party wholesale network and platform (the “Network Provider”).
Your service is also subject to the Network Provider’s mandatory network/platform conditions and technical rules (available during ordering or on request).
If there is any conflict between these Terms and the Network Provider’s mandatory terms, those mandatory terms apply to the extent necessary to operate the service.
4. VoIP limitations, power cuts and emergency calling (999/112)
VoIP relies on mains power and a working internet connection. During a power cut or broadband outage, your phone service may stop working, including the ability to call 999/112.
Emergency calling (999/112):
999/112 calling is enabled by default and registered to your ordering/installation address.
You must ensure the address you provide is accurate and you must tell us immediately if you move or if the service location changes.
If you use the service (including the Wave app) away from your registered address, emergency services may still see your registered address, so you should always clearly state your current location when calling 999/112.
If you rely on your landline to contact emergency services, or you use telecare/alarm equipment that previously relied on a traditional landline, contact us before ordering so we can discuss suitability and resilience options (for example, battery backup for your broadband equipment).
5. Residential customers only
Our tariffs are sold for residential use only. We may decline or cancel an order where we reasonably suspect fraud, misuse, or non-residential use.
6. Ordering and when the contract starts
A contract is formed when we send you an Order Confirmation by email.
Activation dates are estimates. Delays can occur due to porting processes, broadband/router configuration, or third-party/network dependencies.
7. Tariffs, contract lengths and what’s included
All ADS residential tariffs include unlimited UK landline and UK mobile minutes, subject to Fair Use (Section 8).
7.1 Silver – rolling (cancel anytime)
Rolling monthly service (often described as “30-day rolling”)
Cancel anytime (see Section 10.1)
No hardware included upfront
7.2 Gold – 24-month minimum term (hardware included)
£17.95 per month
24-month minimum term
Includes Yealink W71P provided upfront at £0 (no upfront cost)
The plan price is higher and is designed to recover the hardware value over the 24 months
7.3 Platinum – 24-month minimum term (hardware included)
£19.95 per month
24-month minimum term
Includes Yealink W76P provided upfront at £0 (no upfront cost)
The plan price is higher and is designed to recover the hardware value over the 24 months
7.4 Included features: Wave Softphone + Call Recording (no extra cost)
Wave Softphone (free):
Where included with your service, we provide access to Wave Softphone — our free VoIP app for making and receiving calls using your ADS number over Wi-Fi or mobile data on supported devices. Call quality depends on your internet/mobile connection and device performance, and your mobile network may charge you for data usage.
Note: On the app stores, Wave Softphone is published by “Gradwell Communications”.
Call Recording (free):
Where included and enabled, you can record calls handled by the service at no additional charge. Call recording may be started/stopped during an active call (for example via a “Record” option in the app or calling interface), and recordings are stored within the service for later playback/download, subject to any retention limits and technical constraints.
Important rules for call recording:
You must use call recording lawfully and responsibly and must not misuse recordings (e.g., harassment, blackmail, unlawful sharing, or publishing without the appropriate rights/permissions).
If you record calls that include other people’s personal data, you are responsible for ensuring you have an appropriate lawful basis and provide any notices required by law.
We may restrict or disable call recording for certain call types or where required for security, legal, or technical reasons.
8. “Unlimited” minutes and Fair Use
Your unlimited UK landline and mobile minutes are for normal residential use. We may take reasonable steps if usage is excessive or abnormal, including (examples):
automated dialling, continuous/industrial calling patterns, call-centre use;
re-routing or reselling traffic;
activity indicating fraud or compromised credentials.
Our steps may include warning you, applying temporary restrictions, requiring a plan change, or termination.
Not included / exclusions (typical examples): premium-rate and revenue-share numbers, directory enquiries (e.g., 118), and other excluded number ranges or services as published in our calling rates/add-ons (where applicable).
9. Charges, billing and payment
Plan charges are billed in advance unless stated otherwise.
Some add-ons/usage (e.g., international calls, premium calls, special services if enabled) may be billed in arrears.
If a payment fails, we may retry and/or contact you to update payment details.
If payment remains overdue, we may restrict or suspend service (see Section 11) and recover reasonable administration costs where permitted by law.
10. Cancellation, minimum terms and early termination
10.1 Silver (rolling)
You can cancel anytime by emailing support@activedigitalsolutions.co.uk.
Unless your Order Confirmation states otherwise, cancellation takes effect at the end of your current billing cycle with 31 days’ notice (to align with monthly billing and account processing).
10.2 Gold/Platinum (24-month minimum term + hardware included at £0 upfront)
If you cancel during the 24-month minimum term, you must pay an Early Termination Charge (ETC).
Because hardware is supplied upfront at £0 and recovered through the monthly charge, the ETC is based on the remaining committed plan payments and is intended to be a fair estimate of ADS’s loss from early cancellation (not a penalty).
ETC calculation (simple and transparent):
ETC = Monthly plan charge × number of whole months remaining in your 24-month minimum term
We may reduce this where we save costs by ending the service early (where applicable).
Gold ETC: £17.95 × remaining months
Platinum ETC: £19.95 × remaining months
Worked examples (for illustration):
If you cancel Gold after 6 months, remaining months = 18
ETC = 18 × £17.95 = £323.10If you cancel Platinum after 12 months, remaining months = 12
ETC = 12 × £19.95 = £239.40If you cancel Gold after 20 months, remaining months = 4
ETC = 4 × £17.95 = £71.80
(These examples assume cancellation takes effect immediately. If your notice period runs to the end of your current billing cycle, we’ll confirm the exact remaining-month count and ETC when you request cancellation.)
Hardware return (optional fairness lever):
If you end a Gold/Platinum plan early, we may request the included hardware to be returned complete and working within 14 days. If you return it in a reusable/refurbishable condition, we may apply a reasonable credit against the ETC where we can reuse/refurbish the hardware (we’ll confirm any credit case-by-case). This does not affect your statutory rights.
11. Suspension or restriction of service
We may restrict or suspend service immediately (with or without notice depending on urgency) if:
payment is overdue or repeatedly fails;
we detect suspected fraud/hacking/compromised credentials;
you breach Acceptable Use or Fair Use;
we are required to do so by law, a regulator, or emergency services; or
continued service would create a security or network risk.
Where possible, we will tell you what is happening and how to resolve it.
12. Numbers and number porting
If you request number porting:
you must provide accurate information and any required authorisations;
porting dates are estimates and depend on third parties (your losing provider and network processes);
incorrect details can delay or prevent porting.
If you port your number away from ADS, this may end the associated service automatically.
13. Hardware: delivery, faults and statutory rights
Delivery dates are estimates.
Risk in hardware passes to you on delivery to the address you provide.
Your statutory consumer rights apply.
Manufacturer warranty terms may also apply depending on the device.
If hardware must be returned under Section 10.2, it must be returned with all supplied components (e.g., handset/base/power supplies/cables) unless we agree otherwise in writing.
14. Consumer right to cancel (14-day cooling-off)
If you are a consumer buying at a distance (online/phone), you usually have a 14-day right to cancel:
Goods: 14 days from the day after delivery.
Services: 14 days from the day after the contract is made.
If you ask us to start the service during the 14-day period and then cancel, you may need to pay for the service provided up to cancellation.
15. Complaints and ADR (alternative dispute resolution)
How to complain: Email support@activedigitalsolutions.co.uk with:
your name and address,
your order/account reference,
what has happened and the outcome you want.
We will acknowledge and investigate your complaint and keep you updated.
Escalation / ADR: If we can’t resolve your complaint, you may be able to escalate it to an Ofcom-approved ADR scheme. Because the underlying service is provided via a Network Provider, the ADR route will be via the scheme applicable to that underlying service. If eligible, we will provide the required deadlock/ADR information and how to submit your case.
16. Privacy and data protection
We process personal data in line with our Privacy Policy: [link].
For VoIP services, this may include account details, service usage/call records for billing and fraud prevention, and address/location registration for emergency calling where applicable.
Where call recording is used, call recordings and related metadata may be processed and stored to provide the feature, subject to retention limits and security controls. You are responsible for your lawful use and sharing of any recordings you create or download.
17. Liability
Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or anything else that can’t legally be limited.
Subject to that:
We are not liable for failures caused by events outside our reasonable control (e.g., power failures, broadband outages, third-party network faults).
We are not liable for indirect or consequential losses (e.g., loss of profit or loss of business) where not required by law.
Your statutory rights are not affected.
18. Changes to these Terms and charges
We may update these Terms and/or charges with reasonable notice. Where applicable rules require a right to exit for materially detrimental changes, we will apply the relevant process.
19. Governing law
These Terms are governed by the laws of England and Wales, and disputes are subject to the courts of England and Wales (unless consumer law requires otherwise).