How is broadband different?

The difference between a dial up connection and a broadband connection is simple. The broadband service is a faster always on connection and you pay a flat rate each month rather than paying for each minute used as you would on a dial up connection.

What is ADSL?

ADSL (Asymmetric Digital Subscriber Line) is a technology that allows Internet data to be sent over existing copper telephone lines. ADSL supports data rates from 500 to 8000Kbit/s download speeds and up to 800Kbit/s upload speeds.

Will I be required to change my existing telephone number?

Broadband has been designed to use your existing telephone line, so your telephone number remains the same. If you are with an alternative telephone communications provider, you will be required to install a BT telephone line in order to receive broadband. This may mean a change in telephone number.

Will everyone be able to get 8Mbit/s?

In March 2006, BT began updating over 5,300 UK exchanges to MAX broadband, serving more than 99.6% of homes and businesses. Only 159 remote exchanges will remain on standard broadband. Your ability to receive up to 8Mbit/s speed will depend on line quality and distance from the exchange, as BT found that average speeds are 5-6Mbit/s and above. For those living or working close to their local telephone exchange, line rates of up to the maximum 8Mbit/s should be achievable. When placing your order with us we will inform you of the average speed that is attainable in you area.

Please note that during the first 10 days of service on ADSL MAX the line speed will regularly change, resetting the connection to the exchange every time. You may experience intermittent service during this period for that reason we are unable to report a fault. This is the MAX service settling down to achieve the best rate possible.

What are Peak and Off Peak Hours?

Peak Hours are defined as Monday to Friday 8AM - 10PM (8AM - 8PM Office connections)

Off Peak Hours are defined as Monday - Thursday 10PM - 8AM and Friday 10pm - Monday 8AM

Can I check what speed I am getting?

Visit http://www.speedtester.bt.com to get a reading of what speed you are currently getting.

What are Migration costs?

There is no migration fee as long as you have a valid MAC from your previous ISP. The only exception to this is if you have an LLU MAC (Your line was part of an unbundled service).

Can I change the package I am on?

You can change between different packages, depending on the package you are on there may be a charge, please email us for information. With the Allowance packages, you can move up and down package, you will be charged the difference between the package you have paid for, and the one you have requested pro rata. If you exceed your allowance, you will be charged according to the following scale:

1. If you are on the Max Allowance 3GB and use between 3GB and 30GB, on their next invoice there will be an overuse charge of £2.97 + VAT.
2. If you are on any other band of the Max Allowance range and use more than the predefined transfer amount, on your next invoice you will have an overuse charge of £8.51 + VAT per band that you move into.
3. If you are on the Max Premium Allowance 5GB and use between 5GB and 45GB, on your next invoice there will be an overuse charge of £5 + VAT.
4. If you are on any other band of the Max Premium Allowance range and you use more than the predefined transfer amount, on their next invoice you will have an overuse charge of £10 + VAT per band that you move into.

Please be reminded that there is a £5.00 + VAT service charge applied where a connection goes outside of their predefined transfer amount/priceband.

Package Types?

Our Packages are in 2 primary categories. We offer allowance products, these work by offering the service with a predefined amount of data that can be used over the connection, and we also offer packages with a fair usage policy.
The Allowance products are listed with the amount of data against each product, and over usage costs are show above.
Fair Use Packages have a fair use policy with 50Gb of data usage, if the usage goes above 50Gb and below 100Gb then the connection will be placed into a 50:1 context (like the old home products that used to be listed as either 20:1 or 50:1) The connection is placed in this context during office hours. If your usage goes above 100Gb in a month, then the connection is placed into this context 24/7. As it is a fair use policy, we look at the activity of the account throughout the duration of your service, so if your usage is normally below the FUP, but you occasionally go over this, then we would reverse the action, and take the connection out of the context.

If you think your connection has been placed into a context in error, please contact a member of our support team, who can help you.

Web Space & Email?

Web space is provided free with your connection, the amount of web space is dependant on what package you have chosen and the provider supplying the connection. With the MAX products and some of the fixed speed lines, there are unlimited POP3 mailboxes.

What is a modem?

Computer information is stored digitally, whereas information transmitted over telephone lines is done so in the form of analogue waves. A modem converts between these two forms and enables a computer to transmit data over telephone lines.

What is a router?

A router is a device that forwards data packets between networks. The routers are located in places where two or more networks connect. From this point the router will configure the best route between any two computers.

When you buy broadband from us, we can supply a range of routers. Using a router rather than a modem allows you to attach more than one computer to your broadband connection.

What are IP addresses?

Every computer connected to the Internet has an IP address (Internet Protocol), which is unique and therefore used to locate and identify individual computers. Some ISPs give you a new and different IP address every time you connect, or every 6 hours. This is called a “dynamic IP address”. Some companies give you one or more, ‘static’ IPs. This means you get the same IP address every time for the duration of the account.

Why would I want a static IP?

Many internet applications work much better with static IP addresses, for instance Virtual Private Networks, secure tunnels, through the internet and Voice-over-IP (telephone calls over the internet) are much more easily and securely created with static IPs. Many businesses want to host their own website or run their own email system and will need a static IP address to do this.

What is contention ratio?

The contention ratio refers to the number of people who share the connection with you. A typical contention ratio is 50:1, which means you could be sharing your connection with up to 49 people so a 8Mbit/s connection could end up being as little as 160Kbits/s. BT has stopped quoting contention ratios for some time.

What is the minimum term for the account?

The minimum term is 1 month for basic DSL connections, multiple service contract may be 12 months depending on your schedule; If you wish to terminate your contract you will need to give 30 days notice, in the case of migrations, we will accept your request for your MAC as our 30 day notice period, as charges up to the end of this 30 day period will still be levied.

How much does it cost?

A connection charge applies to all new connections if you are not in possession of a MAC. Connections that are requested where you have a MAC are free as they are classed as a standard migration. If your MAC is from a LLU migration then you will need to pay a migration fee. The connection fee is between £40 - £45 + VAT. The monthly cost is dependant on the connection requested and the prices are laid out in our Full Product List

Do your prices include BT telephone line rental?

No the monthly fee you pay us is for your connection to the broadband, your line rental is paid to BT not us.

How do I pay for your service?

Payment is via Debit or Credit card or Monthly direct debit, depending on connection chosen. Any connection charge and your first months fee is taken by Credit/Debit card.

How long after I sign up will I be able to use my ADSL?

It will take 5 - 7 working days to set up and activate your account. This time line is dependant on BT to provision or migrate your line, and is out of our control.

Why is your business package service more expensive than the home ADSL packages?

Our business service package offers a 20:1 contention ratio compared to 50:1 with our home worker package. Therefore, our business packages are a higher quality connection because customers are only sharing the connection with a possible 19 other people and business products get a higher priority at the exchange.