Broadband uses DSL technology to transform an existing telephone line into a high-speed digital line for the Internet. Broadband enables you to use the Internet and the phone on the same line at the same time.
ADSL or Asymmetric Digital Subscriber Line is the technology that broadband uses
to transform an existing telephone line into a high-speed digital line.
Q3
How am I charged for broadband ?
You pay a £45 BT set-up fee to enable ADSL on your phone line and the monthly fee
quoted in Prices. Broadband provides a permanent connection and there are no Internet
call charges.
Q4
What do I need before getting broadband ?
Before you can use a broadband service, you will need the following:
-
A BT telephone line
-
Check to see if you are within range of an ADSL enabled exchange
-
An ADSL Router / Modem
-
micro filters for each phone socket
Total Web Solutions can help you with all of these requirements. If you are unsure
about anything, please call Customer Support on 0844 856 0681.
Q5
How will my distance from the exchange affect my broadband connection ?
Rate Adaption is enabled on all DSL connections. This provides line restrictions
of 5.5km, 55dB and 275nF. Customers that are close to, or over, old limitations
of 3.5km, 41dB, 200nF and up to 5.5Km may experience lower 'upstream' speeds which
will typically range from 64Kbps to 256Kbps depending on line traffic and distance
from the local exchange. The Broadband OFFICE 1000 and Broadband BUSINESS 2000
services are only available to customers meeting the following line requirements:
3.5Km, 41dB, 200nF.
Q6
How is my broadband account activated ?
Once an activation date has been assigned to your order, an engineer will carry
out the work at the exchange. The line will be ADSL enabled by the engineer and
then several tests will be performed. The engineer will also test the customer facing
side of the line to check that the quality of the line is suitable. Note: BT engineers
do not need access to your premises during this process.
You will be notified of the activation date via e-mail. Once activated, you can
plug in your micro-filter(s), modem/router and configure your computer/network accordingly.
Q7
How will I be notified that my broadband account is live ?
Total Web Solutions will email your activation date to you using the contact details
you supplied during the ordering process. As confirmation that activation is complete,
your modem may signify that it is talking to the exchange when its ADSL light is
turned on.
Q8
What is an ADSL Router ?
An ADSL Router is essential to your broadband service. It uses the physical transmission
capabilities of the copper line, to achieve the higher data rates you demand.
Q9
What are filters / splitters ?
A filter (or splitter) separates the telephone signal from the ADSL signal. This
enables you to make telephone calls at the same time that data is being sent or
received via the Internet.
All ADSL accounts are assigned a unique MAC code that can be referenced by BT. When
you open an account, BT will give this number to your provider. You will need to
know your MAC code before you can transfer to another Broadband provider.
Q11
What happens if my business moves ?
You simply stop your existing account and pay the remaining term of your contract.
If you want broadband at your new office, you will need to open a new broadband account. This is known as a Cease and Reprovide.
Q12
How do I migrate from another broadband supplier ?
You can migrate to Total Web Solutions from any other supplier, we make the transfer as quick and easy as possible.
Q13
Can I return my ADSL Router ?
Q14
What if the product is faulty ?
If you suspect that your product is faulty on arrival, Total Web Solutions technical support team will endeavour
to discover the nature of the fault. In the event that they are not able to resolve the problem
via e-mail: support@totalwebsolutions.com or over the telephone 0844 856 0681,
you may return the product to Total Web Solutions hardware supplier for testing.
All products must be returned with a Router Return Form (see Q13) provided by Total Web Solutions hardware supplier. If the product is found to be fault-free and operational, you will be charged a £23 (ex VAT) testing fee, and the product will be returned to you.
If the product develops a fault within the manufacturers warranty following a period of
normal use, it will be necessary for you to contact the manufacturer directly.
Q15
How do I cancel my connection ?
If you wish to cancel your connection you will need to confirm notice in writing (signed letter/ fax/ email) to the following:
Post:
Total Web Solutions Ltd,
12 Riverview,
The Embankment Business Park,
Heaton Mersey, Stockport,
Cheshire.
SK4 3GN
Fax:
0844 856 0682
Email:
sales@totalwebsolutions.com (must be a scanned/ signed letter)
You will be subject to notice period/contract remainder fees as well as the BT cease charge £30.00
