Broadband Connect - ADSL & ADSL2+
Frequently Asked Questions (FAQ) & Terms of Use
How can I find out (provisionally) if my line could receive ADSL service?
Enter your BT telephone number on our broadband page
(www.ic-connect.co.uk/broadband), then click "check" and our website will
give you clear detailed results.
Why do I need to pay an install fee?
Quite simply BT are charging us for engineering time to provision service so we
have to pass this on.
How do we provide service?
The service utilises BT’s DSLAM's in their exchanges and your local telephone
line is connected into a port on the DSLAM which strips off the data and sends
it onto the BT Colossus or 21CN Data Network. We then have connections into the BT
network and your data comes down one of these connections into one of our Data
Centres and onto our network. Then your requests are forwarded to one of our
upstream Internet connections and to the 'Net'.
Migration.
If you already have ADSL with another provider then we could migrate your
connection to us, this way your downtime would be limited to only hours rather
than days. In order to migrate to us we
require you to contact your existing provider and obtain a 'MAC' key for your
current connection this code should then be entered during the
ordering process with ourselves.
Please note a MAC key is valid for a period of up to 30 days only (check with
your ISP) so please only request this key from your provider once you are ready
to start the migration. A migration typically takes up to 5 days from the
placement of order to the switchover and should only incur about 1 hours outage.
It should be pointed out that migrations where the connection type is being
changed are processed as a like for like migration followed by an upgrade /
downgrade as appropriate. this may mean that the final provisioning date is
slightly later than the date given for installation, to allow the regrade to
occur. When migrating and changing the product delivered (e.g. migrating from a
512Kb/s to 1024kb/s connection), additional regrade fees may apply.
Migration should be supported by all providers and the free migration is subject
to the customer remaining connected for a minimum period of 12 months else a
cancellation charge equivalent to the connection fee will be levied.
If you wish to move away from us at any point then you may also request a MAC
code from ourselves, we request written cancellation notice be issued and a MAC
code request, you may submit your request by letter, fax, or email (must be from
your registered email address that is against your account), and we will issue a
MAC code as soon as possible but within 5 working days. If you have any problems
then call or email sales on
sales@netcentral.co.uk or 01782 667788.
Re-grades.
If you already have ADSL with ourselves you can re-grade your connection to new
products in around 5 working days (for major change) or 24 hours for minor
changes. You will see an outage of up to 1 hour whilst
the connection is changed over. Once re-graded the new pricing and terms for
that product will apply.
How long from order to install?.
We are providing service in approximately 5 working days from receipt of
order, (where conflicting services are present on the line, or the exchange is
not yet ADSL enabled, the lead time is taken from the date the line is clear to
receive ADSL service). A fasttrack service is available at additional charge,
please contact us for more details.
Installation
All of our ADSL's are 'wires only' installations. This means that there will be
no engineer visiting your premises to install the connection, or any hardware
provided by default (unless ordered from us of course).
Contracts
All our connections are monthly contracts (minimum 1 month term), all we ask is for 1 months notice in
writing in advance of when you wish to cancel, we would however endeavour to cancel your
service as quickly as possible from your notice and re-imburse any outstanding fees. If you do
not want an automatic cancellation then you MUST specify a cancellation date at
the time. See "Ceasing Contracts" for more information
Ceasing Contracts & Charges
BT have now changed the rules for installations and now charge for users who
disconnect broadband from the line. If you 'cease' service on the line (this
includes cancelling your phone line, moving premises or just ceasing your
service) then you become eligible for a BT engineers cease charge. If you are
moving your service to an alternate provider then you should 'migrate' your
service to them 'DO NOT' ask for your service to be ceased but instead
'MIGRATED' as this will avoid such charges from BT (currently at £24.99+VAT).
IP Addresses
The service is provided with a single fixed IP address. More IP addresses can be
provided via a routed connection for Office products provided you satisfy
RIPE criteria for static IP
addresses.
Policy: We will reverse all routed IP address as Netcentral Broadband Pool. We
would prefer end users to use NAT/PAT but, as outlined above we can provide
routed connections if necessary. All of our supplied Termination/Routing devices
support this.
Advanced IP Services
We are frequently asked the difference between our 'Light' and 'Office' products
and other then the contention ratio, 'Office' products also come with the option
of Advanced IP Services. The services provided include Reverse DNS, SMTP Direct
feed (for running your own email servers on your site), Routed IP blocks
(multiple static IP addresses subject to the above) and a few other minor items.
The reason for this is that the 'Light' products are designed for basic Internet
access which would normally be a couple of intermittent users with basic email
and web browsing, whereas the 'Office' range are designed for the larger users
in an office environment.
Usage Limits
Why are IC imposing data limits? The answer is quite simple really, we are not
stopping people from using the connections but bandwidth
does cost money and therefore we include a very generous amount of allowance
which from our records would not affect 99% of our users but as with any service
you do get the odd one or two people who would abuse the system so these limits
are a way to ensure that they are paying for the additional usage and in turn
this additional payment allows us to provide more capacity to ensure that their
usage does not affect the majority of other users.
Illegal Usage
Internet Central does NOT condone the use of it's services for illegal purposes,
these include but are not limited to:- Providing SMTP relay service for junk /
bulk mail or using our servers for that purpose, using P2P (peer to peer)
software for the downloading and sharing of copyrighted material, the
transmission of abusive / illegal images & content & using the connection to
gain unauthorised access to other systems connected to the Internet.
The checker tells me I can't get ADSL at any level, yet I ALREADY HAVE ADSL
with another provider.
The ADSL checking facility on this site is integrated directly with BT's
information, the results displayed are a direct result of the information
provided by BT. If you know this to be wrong see the next paragraph for things
to try.
Why does the checker say I can't get an ADSL service, when my exchange is
enabled.
This is typically due to the length of the cable between your phone and the BT
exchange, if the ADSL checker says you cannot get a service level the
description will normally try and explain why this is. Please read the text
under the checker, as this will normally answer most questions.
Other reasons you may not be able to get a particular service include the
presence of devices that are incompatible with ADSL. The checker is a
provisional check and may not be accurate.
What happens if I order and the line fails?
The answer here is simply that we would cancel your order for that service and
if money had been taken it would be fully refunded to your account / card. You
would then be free to order another speed connection from ourselves or any other
provider of your choice.
Email Servers
Mail Servers are provided for e-mail transmission on all of our DSL products
including no frills. They are of course monitored for Spam and Bulk mail. Please
see our Ts and Cs for further information.
What speed can I 'expect' from the service(s)?
Standard ADSL Rates
|
Product |
Download Speed |
Upload Speed |
|
Max Light |
288Kb/s - 8Mb/s |
64Kb/s - 448Kb/s |
|
Max Office |
288Kb/s - 8Mb/s |
64Kb/s - 832Kb/s |
Maximum Speeds on 21CN Broadband ADSL
With the advent of new ADSL technologies you will soon see reference to new
terminology such as "ADSL2+M". Also known as ITU G.992.5 Annex M it will double
the number of upstream bits on ADSL2.
The following table shows how the various standards compare. At the time of
writing ADSL (G.992.1) is deployed widely. ADSL2+ is subject to availability at
the exchange.
|
Standard |
Downstream rate |
Upstream rate |
|
|
|
|
|
G.992.1 ADSL |
8Mbit/s |
1Mbit/s |
|
G.992.3 ADSL2 |
12Mbit/s |
1Mbit/s |
|
G.992.3 ADSL2 Annex M |
12Mbit/s |
2.5Mbit/s |
|
G.992.5 ADSL2+
|
24Mbit/s |
1Mbit/s |
|
G.992.5 ADSL2+ Annex M
|
24Mbit/s |
2.5Mbit/s |
It is worth noting that the above table represents the new standards and the
theoretical maximum speeds attainable before headers and protocol overheads. The
actual speed will vary depending upon line condition, length and contention and
service chosen. To find out what you might be able to get please use our checker
or contact sales.
Dial UP accounts.
If you have ceased your ADSL from your current provider and need net access
please feel free to dial up to 0845 6081315 and use username: guest and
password: guest and do not withhold your telephone number it will give you net
access. Please note that this is a chargeable service (local rate phone call)
and will be shown on your next telephone bill.
Can I use my X-Box with the service?
Although we have not tested this personally, we have been informed that you will
need: An XBox Game Console. A category 5 (CAT 5) Ethernet cable Your ADSL
service and any hardware that is required for connection. A major Credit Card
(for access to XBox Live) You do not need a computer (although access may be
necessary to initially configure broadband and the broadband hardware), some
users may chose to build a home network using their personal computer. This is
not essential.
I'm going to use a router with my XBox - what ports need to be open on my
personal firewall?
Although Internet Central do not block ports (apart from port 25 to protect
against spam attacks), your own firewall may need to be reconfigured. The
following ports will need to be opened in order to avoid any potential problems
and connect to the XBox Live Service. They are as follows: TCP 88, UDP 3074, TCP
3074
Can I use my GameCube with this service?
Although we have not tested this personally, we have been informed that you will
need: A GameCube suitable for online gaming. A modem/router with an Ethernet
output (The Nintendo GameCube Broadband Adapter is not compatible with USB
connectors). A GameCube Broadband Adaptor - see
http://www.the-console-corner.com/gamecube_broadband_adaptor.htm for more
details and what it looks like
A 10 megabit (10Base-T) or 100 megabit (100Base-TX) network cable. You do not
need a computer (although access may be necessary to initially configure
broadband and the broadband hardware), some users may chose to build a home
network using their personal computer.
Additional Questions
For more questions please click here to be redirected.