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Domestic Customers

Changes to Terms and Conditions

For Business, Corporate and Enterprise Customers

Last year, we upgraded thousands of UK phone lines to new technology. This move was aimed at safeguarding businesses against the impending closure of the old BT telephone network, known as the 2025 PSTN Switch Off. In most cases, these upgrades have replaced existing services with more reliable and faster connections.

For these customers, it’s great news! They can focus on running their businesses without worrying about potential service disruptions caused by the impending switch off. However, approximately 2.6 million business lines and 7.1 million domestic lines remain on outdated technology.

If your business is still using an outdated phone line on voice and internet services we urge you to Act Now and call us on 0344 770 6000 so that we can advise you on moving your old service to new technology promptly.

In anticipation of the 2025 PSTN switch off, we’ve made some changes to the Service Schedules applicable to these types of services to ensure that we can provide continuity of services by migrating the services away to new services before they are ceased as part of the 2025 PSTN switch off.

You’ll find an explanation of changes to your terms and conditions detailed below.  There is no action required by you, but we do ask that you read this notice and keep a copy for your records as you may need to refer to it in the future.   

What are the changes?

Service Schedules

We have made the same changes across all Service Schedules for Ofcom regulated services to detail what changes can be made to Services or Service Features in these types of scenarios.

We have inserted a new paragraph in each of these Schedules. Whilst the content of the paragraph is identical in each Schedule, the paragraph number varies. The paragraph number for each Schedule is as follows:

Schedule 3.1 Voice Services  Paragraph 9.1 to 9.9
Schedule 3.2 Internet Services  Paragraph 9.1 to 9.9
Schedule 3.4(A) Cloud PBX Services Paragraph 13.1 to 13.9
Schedule 3.4(B) Cloud Voice Services Paragraph 21.1 to 21.9
Schedule 3.5(A) Mobile Services  Paragraph 11.1 to 11.9
Schedule 3.10 Teams Direct Routing Services Paragraph 15.1 to 15.9
Schedule 3.12 Operator Connect Services Paragraph 14.1 to 14.9
Schedule 3.14 Teams Call Recording Services Paragraph 12.1 to 12.9

When do they come into effect?

For existing Customers contracts changes will take effect 1 month from notice of these changes, being 1st June 2024. For customers contracts entered after the date of this notification, the above Schedules apply, in addition to the General Conditions, from the date that contract is entered.  

What else do I need to know? 

These changes are purely administrative, and we consider the extra clarity they bring is to the customer’s benefit and therefore do not constitute a negative impact.

Chess’ General Conditions continue to form part of the Chess customer contract for the Services. The General Conditions and Service Schedules can be found at Legal | Chess ICT.

About the author


Chess is one of the UK’s leading independent and trusted technology service providers, employing 300 skilled people across the UK, supporting over 20,000 organisations.

 By leveraging world-class technology, Chess helps you to connect your people, protect your data, grow your business, reduce your costs and work better together, which means your business, your people and your customers can thrive.

At Chess, we’re passionate about our unique culture and our continuous investment in our people to be industry experts. We’re extremely proud that our people voted us No.1 in ‘The Sunday Times 100 Best Companies to Work for’ list 2018, and we continue to celebrate more than ten years in the top 100.

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