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. Total Web Solutions will provide service on the newer ADSL2+ technology (Up to 20Mbps) where possible.
Q3
How am I charged for broadband ?
If choosing a monthly product you pay a £45 BT setup fee to enable ADSL on your phone line as well as the monthly fee quoted in the Price section. 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:
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A BT telephone line
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Check to see if you are within range of an ADSL/ADSL2+ enabled exchange
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An ADSL2+ Router / Modem
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micro filters for each phone socket
For Fibre products you will require an engineer visit to the premises for the install. Total Web Solutions will provide any necessary hardware if required (see hardware pricing)
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 ?
A standard phone line can be several miles long, from your local exchange to your address. Shorter phone lines can support higher speeds. So, the longer the phone line the slower the speed.
Many exchanges have been upgraded to ADSL2+, meaning that faster speeds can be provided (up to 20Mb).
Our Fibre products are capable of up to 80Mb speeds. What you'll actually get is determined by the distance from your green cabinet: Fibre optic cabling runs from your local telephone exchange to your nearest green cabinet. A short standard copper phone line then runs from the green cabinet to your address. Shorter phone lines can support higher speeds. So, the longer the phone line the slower the speed.
Q6
How is my broadband account activated ?
Standard lead-time on ADSL/ADSL2+ products will be 5 working days. However, this can sometimes be reduced by requesting a Fast-Track (see 'Add-on' section for details). 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/ADSL2+ 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/OpenReach engineers do not need access to your premises during this process.
You will be notified of the activation date via e-mail or post. Once activated, you can plug in your micro-filter(s), modem/router and configure your computer/network accordingly with the user details provided by our Sales team.
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.
Q10
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.
Q11
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.
Q12
Can I return my ADSL Router ?
Q13
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:
[email protected] 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.
Q14
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:
[email protected] (must be a scanned/ signed letter)
You will be subject to notice period/contract remainder fees as well as any cease charges (currently £40.00 + VAT for ADSL/ADSL2 and £60.00 + VAT for Fibre). For Leased Line termination charges please call the Sales team
