Telefonica UK Limited

Dedicated Internet Access (DIA) from Virgin Media O2 Business

Dedicated Internet Access (DIA) is an uncontended and dedicated connection to the internet. It means the Buyer has uniform upload and download speeds of up to 10Gbps, so the Buyer can offer a reliable and superior user experience.
We already support c8,000 dedicated internet connections in the UK.


  • Ethernet connectivity, 100Mb to 10Gb
  • Symmetrical speeds
  • National coverage
  • Hardware from Tier 1 vendors
  • SLA at 6hours, 24/7
  • UK based support
  • Resilience options: Ethernet, SOGEA, FTTP, Cable
  • All resilience options with automatic failover


  • Uncongested internet connectivity
  • Fast and reliable connectivity


£3,960 an instance a year

Service documents

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G-Cloud 13

Service ID

2 1 0 0 3 7 6 4 5 1 2 9 1 7 4


Telefonica UK Limited Steve Smith
Telephone: 07834 571216

Service scope

Service constraints
The service requires that access to the required site is available. Orders may be subject to a survey. Where the Supplier provides a partially managed service we are unable to:
• directly monitor, control or modify any routing equipment
connected to the NTU. The Supplier will not monitor
the service or any Buyer equipment, consequently any faults
with the service may not be identified automatically and or worked on until reported by the Buyer.
• provide the Buyer with performance management reporting.
We will collect data for reporting from a Supplier-provided Router only.
System requirements
Adequate space and power and temperature control are required.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Customer support is active 24/7
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Onsite support
Onsite support
Support levels
The Supplier delivers Incident Management 24x7x365.
Our Service Desk delivers end to end service management to the buyer. The Technical Support Analysts (TSAs) are skilled
across the entire Data, Voice product portfolio and 3rd party
supplier management. The TSAs are located within Service Desk and it
is from here that the incident or query is actively managed. It is
the role of the TSA to provide the Buyer with proactive or
reactive updates, carry out first and second level diagnostics,
assign the fault or query to technical teams, on-site engineering
groups or 3rd party suppliers and manage the end to end flow of
the incident or query during its active life until resolution.
The Buyer will benefit from enhanced levels of support with the
incident or query if considered as a high priority, offering a call
back within two hours after the fault or query has been logged
with hourly updates given to the Buyer until incident or query has
been resolved.
Escalations can be raised by email, phone call, through our self-service incident portal Engage, or via our website. Our Service
teams are available to support with queries and provide
Support available to third parties

Onboarding and offboarding

Getting started
Managed installation with on-site engineer
Service documentation
Documentation formats
  • PDF
  • Other
Other documentation formats
End-of-contract data extraction
At the end of the contract, any data held by the Supplier will be made available to the Buyer. If the Buyer is unable to download their data using the online portal then it will be made available directly to them in a format that is mutually agreed.
End-of-contract process
At the end of the Contract the Buyer will have a number of
options they may utilise:
• Standard notice and cessation process; the Buyer shall
provide Notice to Terminate to the Supplier who shall end the Services
on the date that the notice period allows
• Professional Services; the Buyer can request any level of
support required from the Supplier in order to exit the
services, transition to a new supplier and/or collate their data
and documentation. The Supplier offers a range of
professional services that incorporate all project management,
service management and technical roles. A rate card will be
supplied upon request.

Using the service

Web browser interface
Using the web interface
Users can see info and status updates
Users can change a range of parameters
Web interface accessibility standard
None or don’t know
How the web interface is accessible
Standard login process
can use MFA
Web interface accessibility testing
Command line interface


Scaling available
Scaling type
Independence of resources
Dedicated bandwitdh is provided to each customer across our
optical network.
Usage notifications


Infrastructure or application metrics
Metrics types
Other metrics
Ethernet service reporting is available via our NPS portal.
Reporting types
Real-time dashboards


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Backup and recovery

Backup and recovery

Data-in-transit protection

Data protection between buyer and supplier networks
Private network or public sector network
Data protection within supplier network
IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability
The service is offered as standalone or with a range of resilience options
Availability ranges from 99.85% for standalone up to 100%, depending on resilience options
Approach to resilience
Resilience is achieved through a second connection, with automatic failover
Resilience options include: Ethernet, SOGEA, FTTP, Cable
Second connection can be hosted in a second router
Outage reporting
Our service will report outages via email alerts.

Identity and authentication

User authentication
Other user authentication
Users do not have access to the DIA equipment when taking a
fully managed solution.
Access restrictions in management interfaces and support channels
Management access is strictly controlled and restricted to
qualified and authorised network engineers only using the
following secure access control methods:
- Secure Shell Sessions (SSH)
- IPSEC / TLS v1.3 encryption
- Strong authentication techniques via AAA TACACS
Access restriction testing frequency
At least once a year
Management access authentication
Description of management access authentication
Management access is authenticated via AAA TACACS+ server
validation of username and password credentials.
Devices users manage the service through
Dedicated device on a segregated network (providers own provision)

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
At least 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
At least 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
Certification covers the protection of all Buyer and employee information that is managed by the Supplier.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Internal model based on Information Governance functions within the Supplier’s business, implemented through managed change procedures and appropriate policies. ISO 27001 based Policies, but built on legacy HMG CAS(T) principles (so more rigor required than ISO 27001 baseline).

Policies include Access Control & Identity Management, Asset Management & Disposal, Backup & Restore, Business Continuity, Change
Management, Cryptographic Controls, External Party
Management, Information Classification, Information Retention,
Information Security, Malware Control, Network Management,
Personnel Security, Physical Security, Security Incident
Management, Systems Logging & Monitoring, Vulnerability
Patch Management

Operational security

Configuration and change management standard
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach
As part of our ISO 27001 ISMS, we operate automated asset
management systems to track asset location, specification,
changes and configuration integrity.
Service components are configured in compliance with industry
good practice and vendor recommended security hardening
Change plans are reviewed by asset owners and approved or
rejected based on impact assessment. All changes to asset
configuration, including security updates, are distributed under
change control following successful security impact research,
assessment and lab testing.
Change Management ensures accounting and logging is
activated across all service components to correlate
configuration changes with security events to inform future
security impact assessments.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Our ISO 27001 assured Vulnerability Patch Management
process ensures threat and vulnerability assessments are
performed at least annually by penetration testers.
Each potential new threat’s severity and patch priority are
assessed for likelihood and impact against potential patch
service disruption by our Threat and Vulnerability Management
team. Risk-based security patching underpins our service
compliance certification.
When threats emerge, we make risk-based decisions on the
appropriate patch priority selecting from emergency, same-day,
48-hour, same-week or other priority aligned with service level
We get information about potential threats from industry and
government threat intelligence sources including vendors,
CERTs and NCSC advisories
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
As part of our ISO 27001 ISMS, we have a published Systems
Logging and Monitoring policy and standard that governs
implementation of local processes. We use automated logging
and accounting extensively in our network and IT infrastructure
to monitor user activity, configuration changes and to measure
performance / compliance against use conditions.
We use a range of tools to inspect, analyse and risk assess
device event logs to detect suspicious activity incidents as well
as report on overall pattern of usage. System and security logs
are only accessible with specified and approved privileges.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
As part of our ISO 27001 ISMS, we have a published Security
Incident Management policy and standard that governs local
process for managing security incidents detected by our
monitoring systems or reported by customers.
Customer communications governed by service level agreement
throughout security incident management includes details of
ticket reference, incident analysis, digital forensics, service
impact, risk assessment, prioritisation, remediation, ownership
and escalation. All information related to the incident is logged
on our problem management system to provide a full incident
audit trail.

Secure development

Approach to secure software development best practice
Supplier-defined process

Separation between users

Virtualisation technology used to keep applications and users sharing the same infrastructure apart

Energy efficiency

Energy-efficient datacentres
Description of energy efficient datacentres
ISO 14001 certified which includes energy-efficient processes on site, such as water, lighting and recycling.

Social Value

Fighting climate change

Fighting climate change

The Supplier has a track record of driving positive change for our people, communities and our planet. For example: Through the Supplier's "Meaningful Connections Plan" and "Blueprint" sustainability strategies, the Supplier sets long-term goals to reduce emissions, protect our natural resources, and create a meaningful impact on society. The Supplier has a made huge progress towards the company's Net Zero ambitions in our own operations and making significant headway in our supply chain. Progress is summarised below; these learnings and best practice can be shared with Buyers when awarded a new contract. Carbon Neutrality Target: net zero operations by 2025. Net zero operations, products and supply chain by 2040. 10 years ahead of the Paris Agreement. Renewables By the end of 2025: • Change masts on landlord sites to renewable energy • 40% of the Suppliers vehicles will be electric By the end of 2030 the Supplier will use 100% green energy. Decarbonisation The Supplier is investing in carbon-removal projects and supporting the decarbonisation of the UK economy by providing the connectivity to underpin a low-carbon digital revolution. Carbon Footprint The Supplier has commissioned consultancy to calculate the company's footprint in line including the standards below: • World Resources Institute/World Business Council for Sustainable Development, 2004 • Greenhouse Gas Protocol: A Corporate Accounting and Reporting Standard, Revised Edition Carbon offsetting The Supplier plans to reduce full value chain emissions by at least 90% by 2040, in line with science-based targets. Some residual carbon emissions are expected that will be difficult to completely eliminate (e.g. flights). When 90% is reached, the plan is to offset the rest, using gold standard offsets (usually investing in nature-based solutions, such as tree planting).
Covid-19 recovery

Covid-19 recovery

The Supplier continues to contribute to economic recovery and ambitions to level up society following Covid-19. Examples include:
In 2020, as part of the Supplier’s COVID-19 response, we co-launched ‘Community Calling’, a phone gifting scheme focusing on deprived areas within the UK, aiming to donate 10,000 smartphones to those who were shielding and needed support. That target has been reached so the project has expanded to more vulnerable people in need across the UK.
The Supplier’s Essential Broadband (EB) tariff was launched in November 2020 for new and existing customers who are in receipt of Universal Credit. The tariff offers 15Mbps for £15 per month, with no prices rises, and no fixed-term contract length. Since its launch, feedback has led to the development of a new and improved customer acquisition journey, now with an automatic live chat feature to simplify the process for eligible customers. Thousands of customers use this and the Supplier is working with government to understand who is eligible so those who need it most know about the offer and how to access it.
Tech-Lending Community Hubs: In January 2022, the Supplier launched a new project that will see grant funding of £400,000 become available to organisations interested in setting up tech lending hubs. This fund will provide one-off grants to organisations who work with temporary accommodation services, that could feasibly set up a lending hub, whereby residents can borrow tablets on a short-term basis. The tablets will be loaded with free data provided by the Supplier through the National Data Bank. Funding has now been awarded to five beneficiaries throughout the UK, which will see pilots operated with all five. Once this process continues to establish, the target is to expand this in collaboration with more customers, as part of the Buyer’s social value partnership.
Tackling economic inequality

Tackling economic inequality

The Supplier is building an ambitious new strategy that will deliver social, economic and environmental benefits so our people, customers and the communities we serve can continue to have confidence in our values, integrity and mission to create positive change. The Supplier has significant experiencing delivering social impact and social value programmes throughout the UK in collaboration with the public sector. The Supplier has a solid portfolio of social value initiatives, many of which promote an inclusive economy. These include: -Working with organisations such as LMP Education and JobSkilla to help unemployed people back into work -Creation of a National Databank, which aims to end data poverty in communities across the UK. The National Data Bank provides free of charge SIMS for residents experiencing data poverty. -A wealth of expertise in working with small businesses, through Wayra (start-up cohort) and 5G accelerator hubs. Public sector customers also benefit by having access to subject matter experts in this space, as well as partnerships such as the ones with Neighbourly, and Good Things Foundation. In addition, the Supplier has a significant focus on digital skills, being brought to the forefront through the launch of our new sustainability strategy. Volunteering Since February 2022, all of the Supplier's employees have five paid volunteering days per year to support and connect with their local communities, digitally and in person, and support brilliant organisations. The Supplier looks for volunteering opportunities where employees can share expertise with local community organisations and registered charities, focusing on resolving local issues.
Equal opportunity

Equal opportunity

The Supplier is an equal opportunities employer and is certified as Disability Confident Level 1; in the process to become Level 3 with a Guaranteed Interview Scheme, supporting disabled people throughout a recruitment and interview process. As part of the "Belonging Strategy", the Supplier will also ensure home-based working contracts will come into place across the business to offer more opportunities for disabled people, unpaid carers, and part-time workers without inhibiting and restricting career progression. The Supplier has a dedicated team responsible for diversity and inclusion. The Belonging Strategy underpins ambitions to ensure the creation and maintenance of a fair and inclusive workforce. To focus on supporting priority groups furthest from the labour market, the Supplier has created an Inclusive Recruitment Programme; to review all current processes that fall within our end-to-end recruitment journey for both internal and external talent and to ensure they are fully inclusive, equitable and accessible to all. The Supplier has made significant progress, partnering with Microlink, supporting workplace adjustments process; Implementation of Textio that is a platform which enables us to write inclusive and accessible job adverts and recruitment content; Creation of page specifically centred around Belonging and DEI on our external Careers Site. The Supplier has worked in partnership with Scope for the last five years, aligned with our Sustainability Strategy, supporting millions of disabled people into employment. The Supplier also has existing strategic partnerships with The Valuable 500, Business Disability Forum, Purple Space and have signed up to the Work With Me pledge.


The Supplier promotes a culture of health, education and wellbeing so that we can support all employees, both personally and professionally. We also want to extend this to our customers and the communities where we operate, supporting the wider ambition of a happier, healthier population. The Supplier is working with ‘Tickets for Good’ on a mission to make events more accessible and inclusive. The vision of the ticket donations service is to help event organisers/venues, sponsors and performers distribute surplus inventory, making sure it’s done in a fair and inclusive way. We have created a custom distribution system for the donation of unsold tickets to live experiences. Health and wellbeing at work The Supplier's "Thrive" programme provides a comprehensive range of advice, tools and policies to support our people and ensure they can be their best at work. As part of Thrive, the Supplier provides free health checks for all employees. The online MyWellbeingCheck© is available for all employees to access at any time. The Supplier also offers the following management development modules as part of learning and development programmes: • Stamp Out Stigma: Managers’ mental health awareness, • Anxiety and Depression: Managers’ toolkit, • Workplace Stress: Managers’ survival kit. From September 2020, employees have access to ‘Unmind’, a mobile app to help manage and track mental wellbeing. The Supplier's Ride-to-Work scheme helps employees enjoy all the benefits of cycling during the daily commute. Everyone can apply for it at any time throughout the year, reducing their carbon footprint, improving fitness and saving money. The Supplier works in collaboration with our Buyers, sharing and promote best practice on wellbeing, in the workplace and local communities.


£3,960 an instance a year
Discount for educational organisations
Free trial available

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.