Regulatory & Compliance Information
Forge resells and manages communications services delivered using third-party network and wholesale infrastructure. Forge remains responsible for the customer-facing obligations that apply to the communications services it provides.
Our role
Forge Connectivity Ltd is not EE, O2, Vodafone or Three and does not own those mobile networks. Depending on the product, Forge obtains connectivity through authorised wholesale or reseller arrangements and manages the customer relationship, billing, support and service administration.
Where a specific underlying network or service provider matters to the service, Forge identifies it in the plan, order or service information. Supplier branding and network references do not transfer ownership of the customer relationship away from Forge unless we clearly state otherwise.
Ofcom rules
UK communications providers are subject to Ofcom's General Conditions of Entitlement. Relevant customer protections include clear pre-contract information and contract summaries, transparent pricing and terms, accurate billing and spend-control information, complaints handling and ADR, support for vulnerable and disabled customers, switching and number porting, and rules governing mobile sales and marketing.
Forge designs its sales, checkout, billing, support and account-management processes around those obligations. Service-specific network requirements may add further conditions but cannot remove statutory or regulatory rights that apply to you.
Selling, marketing and network brands
Forge aims to make material information clear before an order, including the monthly and one-off price, minimum term, data allowance, roaming position, fair-use restrictions, cancellation implications and any important eligibility condition. We do not describe a plan as available for immediate order unless it has passed our commercial-governance checks.
EE, O2, Vodafone, Three and other third-party names and marks belong to their respective owners. Forge only uses network branding where the relevant commercial arrangement and permissions allow it, and follows applicable network or wholesale-partner brand instructions.
Coverage and performance
Coverage maps, postcode scores and speed descriptions are predictive rather than guarantees. Actual service may be affected by location, buildings, terrain, device capability, congestion, maintenance and network management. Any minimum service commitment that applies to a particular fixed service will be stated in its service information or contract.
Billing, roaming and out-of-bundle charges
Forge provides recurring-price and service information before order and makes available billing and usage information through the account experience where supported. Roaming, international calls, premium services, add-ons and other out-of-bundle usage can carry separate charges; the applicable service terms and current price information govern those charges.
Switching and number porting
Eligible mobile customers can keep a number using the regulated switching and porting process. Forge supports PAC-based number transfers where the selected service is eligible and provides relevant switching information before the transfer is submitted.
Complaints, accessibility and vulnerability
Forge maintains separate Complaints, Accessibility and Vulnerable Customer Support information. These form part of the way we meet customer-support and dispute-resolution obligations for regulated communications services.