1310 Acceptable Use Policy

Version 2.0 — effective 12th July 2026.

Your responsibilities

  • Keep your devices reasonably protected (up-to-date software, sensible firewall/antivirus where applicable) and your passwords confidential.

  • If you think your connection, Router or any device has been compromised or misused, change your passwords and tell us as soon as possible at help@1310.io.

This Acceptable Use Policy (“AUP”) forms part of your Contract with 1310 Limited. Capitalised words have the meanings given in our Residential Terms & Conditions. It exists to protect all of our customers, our network, and the people our network touches. If you use the Service in a way this AUP prohibits, we can act — see “What we can do” below.

The basics

Use the Service lawfully, considerately, and for what it is: a residential broadband service for you and your household. Normal working from home is absolutely fine. You are responsible for all use of the Service by anyone at your Property or using your connection — so keep your Wi-Fi password private and your devices secure.

What you must not do

You must not use the Service (or let anyone else use it) to:

Break the law or harm others

  • do anything that is illegal, or encourage or assist anything illegal — including fraud, and accessing, storing or sharing child sexual abuse material (CSAM) or terrorist content;

  • harass, threaten, menace or abuse any person, or send material that is grossly offensive or obscene;

  • publish or send material about any person or organisation — including 1310 and our staff — that is unlawfully defamatory or maliciously false. (To be clear: honest reviews, complaints and criticism, however robust, are not a breach of this AUP. Deliberate falsehoods intended to cause harm are.);

  • infringe copyright or other intellectual property rights — including unlawful file-sharing of protected content;

  • send spam or unsolicited bulk communications.

Compromise security — ours, or anyone's

  • attempt to access, probe, scan or test any network, system or account without authorisation;

  • create, transmit or distribute malware or any code designed to harm or covertly control systems;

  • carry out, participate in, or knowingly facilitate denial-of-service attacks;

  • run open mail relays, open proxies or similar services that let unknown third parties use your connection;

  • intercept or attempt to intercept communications not intended for you.

Abuse the network

  • use IP addresses we have not assigned to you, or modify network header or identifying information to deceive or mislead;

  • do anything that degrades the Service for other customers, puts our systems at risk, or interferes with the operation of our network, the Equipment or the internet;

  • resell the Service, share it beyond your household or Property, or use it as the primary connection for running a business with staff, customers or public-facing systems, or to run servers or services at commercial scale (see the residential-use confirmation in the Terms — our Business services exist for exactly this).

  • If a device on your connection becomes part of a botnet or is causing significant harm to our network or others, we may need to act immediately — see below.

What we can do

We aim to be proportionate, and where reasonable we will warn you and give you the chance to fix a problem first. Depending on the seriousness, we may do any of the following, in any order:

  1. Contact you — tell you what we've seen and what needs to change;

  2. Restrict — apply technical measures to limit the harmful behaviour;

  3. Suspend — suspend the Service under clause 6 of the Terms (a reconnection charge may apply);

  4. Terminate — end the Contract under clause 11 of the Terms; Cancellation Charges may apply if you are within your Minimum Period.

Where the risk is serious — for example suspected illegal activity, a legal or regulatory requirement, an active attack, or a compromised device harming our network or other people — we may suspend or restrict the Service immediately and without prior notice. If we do, we will tell you promptly afterwards and explain what needs to happen next.

We do not routinely monitor the content of your communications. We may monitor traffic volumes and types for network management, security and billing, as described in the Terms and our Privacy Policy, and we will comply with lawful requests from courts, regulators and law enforcement.

Complaints about abuse

If you believe a 1310 connection is being used in breach of this AUP, email abuse@1310.io with as much detail as you can. Where a complaint reaches us through a formal legal process, we follow the appropriate legal steps. Where it arrives informally, we will investigate, and we may act under this AUP if the complaint is substantiated or you cannot satisfy our reasonable enquiries.

Changes to this AUP

This AUP is part of your Contract, so changes to it are handled under clause 8.3 of the Terms: changes that don't materially disadvantage you take effect on publication; changes to your material detriment during a Minimum Period get at least 30 days' notice and an exit right. Each version of this AUP shows its version number and effective date above.

Questions? help@1310.io · 0333 300 1310