Broadband Connect - ADSL, ADSL2+, FTTC & FTTP
Frequently Asked Questions (FAQ) & Terms of Use
How can I find out (provisionally) if my line could
receive a Broadband service?
Enter your BT telephone number on our broadband check & buy
page, 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 street
cabinets 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 Broadband 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@ic.co.uk or 01782 667788.
Once you activate a MAC code then the remaining fee's due under
your contract will be invoiced, if the minimum duration of the
contract has not been reached then the remainder of the term will
be invoiced.
Re-grades
If you already have Broadband 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 Broadband enabled, the lead
time is taken from the date the line is clear to receive
Broadband 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).
FTTC & FTTP connections are engineer installations and a
appointed time slot and date will be conveyed to you as part
of the order process.
Contracts
All our 'connection only' 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.
Where Broaband is taken as part of a lines, use or calls package
then the minimum term will be as described in your signup process.
Standard terms are either 12, 18 or 24 months early termination
fees will apply to contracts terminated prior to the minimum
contract term equivalent to the total contract value still
outstanding.
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 £29.99+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 upload speeds, '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 have different
packages to suit usage patterns.This allows us to provide more
capacity to ensure that our network performs cleanly and
efficiently.
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 or using the connection to gain
unauthorised access to other systems connected to the Internet.
Any such activity will render you in breech of our terms and
your service will be suspended immediately without notice.
The checker tells me I can't get Broadband at any
level, yet I already have Broadband with another
provider.
The Broadband 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
The following table shows how the various standards compare.
|
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 |
| FTTC (Fibre to the
Cabinet) |
40Mb/s |
10Mb/s |
| FTTP (Fibre to the
Premises) |
100Mb/s |
15Mb/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.
