ADSL Basics

What is ADSL?

ADSL stands for 'Asymmetric Digital Subscriber Line' and provides fast access internet service over existing copper telephone links. By converting your existing line to ADSL, you can take advantage of high speed internet access through an 'always on' service making it much easier to download information from the internet or to share information between offices or remote workers. ADSL services are asymmetric - which means that data flows to you faster than from your system.

How fast is ADSL?

ADSL provides much faster access than previous alternatives. Fixed rate ADSL can download data at speeds from 512Kbps to 2 Mbps and upload at 256 Kbps - MAX services can download at up to 8Mb/s with upload up to 448 kb/s (Home and Business services) and 832 kb/s (Office services) - NewNet Direct LLU services can download at up to 24Mb/s with upload up to 1 Mb/s - actual speed will be dependent on various factors inlcuding line length and line quality. And, because ADSL provides an always on connection you can transfer whenever you want.

What do I need?

You will need a BT telephone line that can be converted to ADSL. BT has enabled local exchanges throughout the country to provide ADSL service. Check that you are in an ADSL enabled area by using the online availability checker. For NewNet Direct services you will need to be connected to an exchange enabled by NewNet (currently in the Portsmouth area)

Can I still use my telephone line?

Yes - you can use a telephone on the same line as the ADSL service - and while you are using the internet! ADSL requires a micro-filter to be connected to the line - the filter has outputs for both ADSL connections and standard telephones.

Are there call charges for using ADSL?

There are no 'call' charges associated with ADSL use. Once you have paid the regular subscription you can use the service as often or as little as you like. This makes ADSL a very cost-effective alternative to other internet connections such as ISDN. Please refere to the separate bandwidth section for details of bandwidth allowances and charging.

Please note that you will be responsible for the cost of voice telephony calls made on the ADSL converted line. These charges will be billed separately by BT or other line provider in the normal way

What additional services are available?

NewNet provides multiple POP3 mailboxes for all Home users. Check the appropriate web pages for details of package options. Business packages offer from 100 POP3 mailboxes to unlimited (Business 20).

Please note: Mail options are provided as a 'complimentary upgrade' and this option MUST be selected at time of Broadband order. NewNet reserve the right to withdraw complimentary packages that remain unused after 30 days from account activation.

Email addresses will typically be in the form: any@username.mail1.newnet.co.uk

Details of how to set up and manage NewNet email accounts using the web based Control Panel can be found at the Broadband Support - Email pages.

Can I connect a network to my ADSL link?

Yes - ADSL is ideal for connecting an office (or home!) network to the internet. Connect your network to the ADSL router and all network machines will be able to access the internet.

What is Wires Only?

Wires Only is a service that allows you to purchase your own choice of ADSL hardware. This gives you greater control with reduced costs. You can purchase ADSL routers, modems and micro-filters from a range of suppliers to suit your needs and budget.

Routers allow you to connect multiple computers to the ADSL connection - these can be set up with fixed IP addresses or to allow network address translation (where a single external IP is translated to an internal range). ADSL modems are only recommended for connecting individual computers and are NOT recommended for MAX of NewNet Direct services.

If you have multiple telephone extension outlets on the line to be converted to ADSL, you will need a micro-filter for each extension outlet.

Care should always be taken to make sure that additional equipment including extension telephone handsets, satellite receivers, fax machines etc. are connected using an ADSL micro-filter. Failure to use a micro-filter on an extension circuit may result in instability and failure to connect the ADSL circuit. Customers should always be aware that any faults, issues etc. within their own internal wiring remain the customer responsibility.

Where can I purchase ADSL equipment?

NewNet is able to provide pre-configured and bare routers for ethernet network links. NewNet will provide the information needed to programme your choice of ADSL equipment. You may choose to procur your own equipment from your preferred supplier/computer store.

What if I don't want to buy my own equipment?

We can provide a fully programmed managed router for ADSL business clients. Connect the router to your local network (or PCs) and to the telephone line. Managed services are only available on a minimum 12 month term.

 Return to TOP of page

NewNet Direct 24meg Basics

What is 24meg?

24meg is NewNet's own direct super-fast broadband service delivered over NewNet's ADSL 2+ network via local loop unbundled circuits - using ADSL2+ technology to deliver line speeds of up to 24Mb/s

How fast is 24meg?

24meg provides much faster access than previous broadband alternatives - offering downstream line speeds up to 24Mb/s and upstream to 1Mb/s. Actual speed will be dependent on various factors including line length and line quality.

Why is 24meg at a lower cost than 8meg?

24meg services connect directly to NewNet's own high speed core network, removing the need for a connection across the BT core. By utilising the performance and availability of our own network we can pass on cost-benefits to users.

Is NewNet Direct service available in my area?

Initially, NewNet Direct 24meg service will be available to users connected in Portsmouth with plans to roll out service at other exchange areas to follow shortly

How can I check availability and speed?

Visit the 24meg availability checker and enter your BT line number for a rapid check of availability and potential line speed

Is 24meg speed fixed

24meg services are rate adapative and will vary according to line length, quality and conditions.

Will I get improved performance

24meg services will connect directly to NewNet's own high speed backbone - offering the benefits of high quality performance unencumbered by alternate provider's contended networks. NewNet Direct 24meg users should see a genuine improvement in throughput performance.

I can get NewNet 24meg. How long does it take to provide.

NewNet estimate a 10 day lead time from order to service.

Please note that a connection charge of £39.95 will be applied to ALL 24meg orders - initial provide or migration/upgrade.

What router do I need?

NewNet will be pleased to offer a range of routers tested at 24Meg. These may be ordered here

What is the minimum term (contract length?)

NewNet Direct 24meg services do not have a fixed contract term. However, 3 months notice of termination is required.

Please note: the minimum term for NewNet Direct 24meg HomeLite 12 service is 12 months.

NewNet Direct 24meg is provisioned over Local Loop Unbundled circuits - there is a minimum period of 3 months between changes. Please note that users will NOT be able to request a migration code within 4 months of commencement of service.

If you cancel your service within 12 months of joining, NewNet reserve the right to charge the full cost of initial service activation or inward migration. These costs are currently discounted by NewNet. On cancellation within 12 months, NewNet will impose a charge of the difference between the sum paid and the actual real cost of the service.

 Return to TOP of page

What is ADSL MAX?
ADSL MAX is a higher speed rate-adaptive service from BT. MAX provides download speeds of up to 8Mb/s with upload increased from 256 kb/s (standard ADSL) up to 448 kb/s (Max) and 832 kb/s (Premium Max).

IPstream Max is a 'best efforts' product, and thus no guarantee is given that increased data throughput will be experienced over that of the IPstream Home/Office fixed rate services (i.e. IPstream Home/Office 2000).

What sort of speed might I expect?

For many users ADSL Max will provide an increase in line speed. However, users should note that MAX is a rate adaptive service and the actual speed that a user will experience will be dependent on the line length, line quality and other factors. It is quite possible for users in close geographical proximity to receive services with different speeds.

MAX provides download service of up to 8Mb/s. Although some users may experience line (sync) speeds at or close to this rate, the majority are likely to receive line rates around 6.5Mb/s

Actual data throughput speeds will also depend on contention in the external networks and the performance of the remote server etc. Many users report actual throughput at around 50% of downstream line rate. Please note that it is highly likely that different speed tester servers/applications will report widely differing results and at different times.

BT do advise that IPstream MAX is delivered over a 'best efforts' network and that no guarantee is given that the line rate seen by End Users will result in throughput above that of the IPstream Home/Office fixed rate services (IPstream Home/Office 2000). Outside of busy periods, services may take advantage of any reduction in the core bandwidth utilisation which may be seen by End Users as an increase in throughput. Under network congestion conditions, a BT IPstream Office or BT IPstream Max Premium product will receive a higher downstream throughput than an equivalent BT IPstream Home or BT IPstream Max product.

BT IPstream Max provides a downstream line rate of between 288 kbit/s and 8128 kbit/s (rate adaptive)

Downstream TCP/IP throughput rates will be below the line sync rate - if line sync is shown at 8128 Kb/s then the absolute maximum payload rate will be 7150 Kb/s. Users with a sync rate of 4000 Kb/s will see a maximum throughput rate of 3500 Kb/s.

Practical usage is likely to be below these values. If line sync rate is 8128 the maximum payload rate will be 7150 (this will be the value of the ADSL line profile set by BT) - in practice this rate will only be achievable by multiple download streams, the maximum single downstream practical throughput rate is likely to be in the order of 6400-6600 kb/s.

Will there be an immediate increase in speed?

Note: Regrades will take up to 5 working days from order to provision. There will then be a minimum 10 day period whilst the maximum line rate is determined.

When a user upgrades to ADSL Max the system will attempt to synchronise the user modem/router and the BT exchange DSLAM to determine the maximum stable rate (MSR). ADSL Max is rate adaptive - the BT system will record upper and lower line rates. Data will be collected for a MINIMUM of 10 DAYS before the lower line rate is rounded down and to become the MSR. The Fault Threshold Rate (FTR) will be set at a level 20% below MSR. There is likely to be some alteration to the line speed whilst the BT system undergoes 'training' to find the MSR. Once the MSR is set this will be the benchmark level for the lifetime of the connection.

Once the MSR has been set will the line always run at this speed?

The actual line speed will vary but should remain within a tolerance limit between the MSR and the FTR. ADSL Max is a more sensitive system than earlier ADSL and Random Electrical Impulse Noise (REIN) and third party interference may affect the line speed.

If the line rate becomes unstable the user modem/router will establish a new line rate. This will require re-training of the connection.

Stability does depend on the quality of the users own internal wiring and on the physical line conditions. It is essential to ensure that all telephone sockets on the ADSL line are equipped with approved microfilters to reduce the impact of interference etc.

What is 'Training' ?

When the MAX circuit is first connected the BT DSLAM (in the local exchange) will communicate with the customer equipment (modem/router) and will attempt to determine the optimum line synchronisation speed. This will be dependent, amongst other things, on line length and line quality.

The BT DSLAM will pass details of the line characteristics to a central BT system and will set the line profile (initially this is likely to be within 75 minutes but may take 3 days). The line profile (also known as the BRAS setting) will determine the download speed of the circuit.

ADSL MAX provides digital line management (DLM) which will continually monitor the line characteristics and will make adjustments if required. If the line synchronisation falls below the previously set rate (below the noise threshold set for the rate) automatic re-training will take place to try to detemine new characteristics for the line. Automatic re-training will not take place when the line improves and can support a higher line rate. In tihs case it will be necessary to attempt a manual re-synch.

Manual re-training can be initiated by disconnecting the modem/router from the ADSL service for at least 60 seconds. When re-connected the equipment will re-establish a link with the DSLAM - if this is different to the previous synchronisation speed then re-training will occur and a change in the line profile will follow. When initiating a manual re-train there will always be a possibility that a line will re-sync at a lower speed than previously.

Note: Line sync rates can be affected by external interference (thunderstorms, 'noisy' electrical equipment (fridges, freezers, washing machines etc.) and may re-sync at a lower rate during or after periods of interference. Line profiles will fall within 75 minutes of a lower synchronisation event and will only increase when higher line rates have been recorded for 3 consecutive days.

When migrating from one provider to another there may be a loss of synchronisation. If this occurs then there is a possibility of re-training when migration is completed. This is not implemented by NewNet and is a function of the BT IPStream MAX circuit.

If the speed can vary, how will I know if there is a fault?

If the line (sync) speed should fall below the fault threshold - set at 30% of the maximum stable rate then there may be a fault with the line circuit. NewNet Customer Support will be able to refer faults to BT where the line speed (sync rate) has fallen below the FTR.

Where the line speed falls below the FTR, investigations will be initiated by BT to determine the reasons for the fall.

What is Digital Line Management (DLM)?

Digital Line Management is provided for ALL ADSL Max services and offers automatic tuning of line performance to improve stability and service performance. The performance of the line is determined by counting the errors and re-trains each day. This will result in a performance score with a set of rules based on the line performance history then used to make an automated decision for re-profiling.

Re-profiling will typically cause a loss of service (20-60 seconds) but, as this will typically only be applied to lines with a poor performance record, the user is unlikely to experience substantial service deterioration. Interleaving may be recommended to improve line stability.

What is INTERLEAVING?

Noise on a line can cause interruptions to data packets. Interleaving is a process that spreads data over a series of packets so that any noise or other factor causing packet loss has less of an overall effect on the data traffic.

Interleaving will be set to AUTO by default. This will permit BT to adopt interleaving as a DLM tool to resolve issues with a line. Interleaving can be set to ON or OFF on an individual line basis.

Please note that Interleaving will increase latency within the circuit - typically between 20 and 40ms. For many users this will not be significant but for some applications it may be important (games playing etc.) Individual users will be able to request interleaving to be set to OFF for their line - although this may impact on line stability.

Where a fault condition occurs it may be necessary to switch line interleaving to ON to try to resolve the problem. It may be necessary to advise a customer that this should be left ON for improved performance - if the customer requires this to be left OFF then the original fault state may return.

How do I change the Interleaving option?

New ADSL max circuits (and those regrading from an earlier ADSL package) will be set to AUTO be default. Customers will be offered the option to set Interleaving to ON or OFF as part of the order process.

Customers will be able to request a change to their Interleaving status via the online order form process. Log in and then select the ADSL Service Change option and then follow the instructions to request a change to Interleaf status.

Please note that a charge of £6 (£7.05 inc VAT) will be applied to all requests to change interleaf status (including from Auto to ON or OFF as part of initial order).

Will my existing ADSL equipment work with ADSL Max?

Most ADSL equipment (modems and routers) is likely to work with ADSL Max. Users with routers are likely to find fewer problems when regrading to Max services than users with USB modems.

Many broadband (USB) modems may be expected to support maximum line speeds of up to 4 Mb/s but may not support higher speeds. Users of USB modems should ensure that the latest drivers are installed (refer to equipment manufacturer's website). Some older USB modems may not be suitable for Max services - check the manufacturers specifications to check whether your equipment is able to work at speeds above 2Mb/s. Users with USB modems connected to USB1 ports are unlikely to see any benefit from a Max service.

USB modems are likely to require manual re-connection following any break or interruption to broadband service and require the computer to be switched on at all times.

NewNet recommends that users upgrade to a router and ethernet connection in order to experience the optimal ADSL MAX experience. <

Can I run VPNs over ADSL MAX?

VPNs can be created to run across MAX circuits - and many users will find the increased upstream speeds to be a benefit. IPStream MAX Premium products (Office 8000) will be particularly suited to VPN use, offering upstream speeds to 832 Kb/s and prioritisation of traffic flow during busy network periods.

 Return to TOP of page

Bandwidth usage

I have a service that provides a monthly bandwidth limit. How can I check how much I have used?

Users are able to log into their online order area (select My Services/Broadband Service and Bandwidth Summary) and view details of their current bandwidth usage. Statistics shown include current daily and monthly usage together with last data for the previous two months. Statistics are shown in both graphical and numeric cumulative form together with an estimate of total monthly usage.

Please note that bandwidth usage includes both download and upload data and includes all throughput, web, mail, news etc. within the total.

Users wanting to monitor individual machine usage can download and install a Network Monitor utility to display incoming and outgoing traffic in real-time. The utility can also be set to warn of impending bandwidth limitation.

What happens as my usage increases?

Users will receive a first email to advise them when they have reached 75% of their monthly usage allowance. Further emails will be sent at 80%, 85%, 90%, 95% and 100% of allowance.

Users can purchase additional pre-paid bandwidth at any time by accessing the NewNet customer portal at https://orderform.co.uk where they will be able to order additional bandwidth - in 1GB, 5GB or 10Gb blocks. Users will be able to order multiple blocks to add to any required level.

What happens when my usage reaches the monthly allowance?

When usage reaches 100%, data transfer will continue with additional traffic charged in arrears at the rate of £1.60 per GB.

From January 2008, a flexible cap will be applied. Traffic will continue to the limit of the flexible cap - users will be able to adjust the level of the cap to their own requirements by logging in to the customer portal.

What is the cost of additional bandwidth?

From December 2007, additional bandwidth can be purchased in advance in blocks:

1GB   £1.40 inc VAT - (£1.19 ex VAT)
5GB   £6.75 inc VAT - (£5.75 ex VAT)
10GB   £13.00 inc VAT - (£11.06 ex VAT)

Users can purchase multiple blocks to any required level - eg 13GB as 1 x 10GB + 3 x 1GB

All pre-paid bandwidth must be used within the month of purchase. Additional bandwidth cannot be carried forward.

Excess bandwidth paid in arrears will be charged at £1.60 per GB with payment collected by Direct Debit. Calculations of excess usage will be made on the 1st day of the month with charges added to the next recurring monthly billing.

Is there a limit to service?

Users are provided with an inclusive monthly usage allowance. Users can exceed this allowance with additional usage paid in arrears.

From January 2008, a flexible cap will be applied allowing users to continue beyond their inclusive monthly allowance up to a pre-set limit. Users can change the pre-set limit within the Customer Portal - reducing the limit if they do not want to exceed the allowance or increasing if they wish to continue and pay additional costs in arrears.

Package	Included Allowance	Additional bandwidth
Home LITE 12	1 GB	10 GB
Home LITE	3 GB	30 GB
Home M	12 GB	120 GB
Home S	20 GB	200 GB

Note: Table shows initial additional and cap limits - these are flexible and can be adjusted up or down by the user

Customers are able to reduce the level of their additional usage in 1GB units to zero (cap = monthly allowance) or to increase to 10x the monthly allowance. Usage above the cap will automatically place the user on hold until additional bandwidth is purchased or until the next month when the new allowance begins.

All additional usage above the monthly inclusive allowance will be billed in 1GB units at £1.60 per GB inc VAT.

Customers may purchase prepaid bandwidth and increase their monthly allowance. The cap will be automatically added on to the new monthly allowance and any prepaid bandwidth subsequently purchased that month will reduce or eliminate any excess bandwidth already used.

When are bandwidth allowances reset?

Monthly bandwidth allowances will be reset at 00.00 on the FIRST day of the month - allowances will run for the calendar month irrespective of the initial service date or the date on which monthly subscriptions are collected.

 Return to TOP of page

Payment questions

Why should I set up payment by Direct Debit?

Direct Debit is the easy way to pay for your NewNet Broadband connection. Once the Direct Debit payment is set up you need never miss a regular service subscription. Direct Debit payment can be set up as part of the initial order sequence - or you can request a Direct Debit mandate to be sent to you - email accounts@newnet.co.uk - or call 01329 226720.

Direct debit reduces the cost of processing and allows us to offer a discounted price. Payment by alternate means (credit card etc.) is charged at the non-discounted rate (5% above the DD rate shown) to cover the additional costs of processing. Prices shown on the web site are for Direct Debit payment only.

What is verified secure credit card payment?

In common with other online retailers, NewNet is now introducing verified 3-D Secure credit card payment. The system, developed in partnership with card issuing banks, is designed to reduce the possibility of fraud and to provide you with a more secure online shopping experience.

When you pay online for NewNet services you may be asked by your bank to verify your transaction. This will often require you to enter your own private credit or debit card password - or to enter chosen characters from your registered password. This data will be checked to verify the transaction and, once the transaction is verified, the transaction will be completed.

You may already have registered your card for use with online verification systems. If you have not yet registered your card for secure online verification, please contact your card issuing bank or visit your bank website for information (likely to be shown under Credit Card/Security etc.)

3-D Secure provides a high security SSL encrypted transfer of data between NewNet, your card issuing bank and yourself to ensure that your card is used correctly and to minimise the risk of unauthorised payments. 3-D Secure is implemented by Visa under the name 'Verified by Visa' and by MasterCard as 'MasterCard SecureCode' to help protect you against ID fraud and online crime. Please contact the NewNet Customer Service Helpdesk on 0845 684 0689 if you have any questions or concerns about the introduction of this enhanced security procedure.

For more information visit the card issuers pages:

• Verified by Visa^tm
• MasterCard SecureCode^tm

Why can I no longer use SWITCH?

SWITCH cards have now been superseded by MAESTRO and are no longer accepted by the NewNet online system. All SWITCH cards should now have been replaced with MAESTRO, the new online payment system. Please check that your bank debit card now includes the MAESTRO symbol. If you have any doubts please check with your card issuing bank.

MAESTRO cards should be registered with SecureCode^tm - visit your bank website for more details.

What will happen if I do not pay my Broadband service invoice?

Invoices for broadband service are sent to customers 30 days in advance of due date. If the invoice is due for payment by Direct Debit this will be shown on the invoice and the amount will be collected on the date shown. Invoices not paid by Direct Debit can be paid online via the Customer Control Panel (View/Pay Invoices) or by contacting Accounts at NewNet.

A reminder of unpaid invoice will be sent by email to the billing address 14 days after the initial invoice date.

If the invoice remains unpaid by the due date, the service will be suspended and a final reminder/termination letter will be sent by both email and post to the customer.

If the invoice remains unpaid after a further 7 days the service will be terminated. Customers will be liable for the final invoice together with any charges for termination of account and remaining excess usage.

Please note: Notification of unpaid invoices will be sent to the billing email address and postal mail address within our records. It is the responsibility of the customer to ensure that these addresses are up to date and accurate. NewNet will accept no liability for mail or post failing to reach customers.

 Return to TOP of page

Moving house or other premises

What do I do if I am moving premises?

You will need to notify Newnet, as the ADSL will have to be ceased and provided at the new premises. Any changes to a telephone circuit will automatically cease the ADSL. Reconnection will incur an administration and reconnection fee unless you follow the procedure listed below.

What do I need to do if I am moving house or other premises?

If you are moving house or other premises and wish to take your NewNet broadband connection with you, we can arrange to make the transfer ensuring that you will retain your existing user account with username and password, allocated IP addresses, email addresses etc. The transfer will be charged as a re-connection at a cost of £29.95 (inc VAT).

Please follow the steps shown to make a transfer:

1. Step 1: Speak to BT to arrange a new BT line at the premises or (if within the same exchange) to move your existing line to the new premises (this can only be done if both existing and new premises are connected to the same exchange).

   Please ensure that you mention to BT that you have NewNet broadband so that BT can raise your phone line order as a SIM (simultaneous) order.

   Please make sure that they are able to provide you with a code for your ISP. This code can be known as:

   Order matching reference code, CSS order number or start order code
   and will be in the format of: 3 alpha, then up to 7 alpha/numeric.

   Please note: any code longer than these 10 characters cannot be accepted by us.

2. Step 2: When you have the code and details of your new premises, please log into our Customer Portal (button on NewNet home page at http://www.newnet.co.uk and select options for "Broadband Service Change" and then "ADSL Reconnection Charge".

   Enter in the "Additional Comments" box:

   BT code & line activation date;

   new BT number (if you know this) or state if BT are moving your existing line;

   new address.

   Payment of £29.95 must be made online by credit/debit card.

3. Step 3: Providing we receive your reconnection order at least 6 working days (Monday to Friday) in advance of your new BT line activation date then we should be able to activate your NewNet broadband at your new premises on the same date your BT line is active.

Please note, if BT are unable to provide you with a valid code it may take up to 3 weeks after your move date before we can relocate your broadband. During this period, normal service billing will continue.

If you have any questions/problems relating to this procedure, please contact the BHS team on either: bhs@newnet.co.uk or 0845 684 0684

What happens if I move premises and do not tell you?

If you have asked BT to move your telephone line to the new premises your ADSL circuit will cease. Any changes to a telephone circuit will automatically cease the ADSL. Restoration of service will incur both an administration and reconnection fee.

I have moved, but kept the same telephone number, why has my ADSL stopped working?

ADSL is provided by the physical connection of equipment to your line. The number can be assigned by computer equipment in the exchange and can easily be assigned to a different circuit. Moving the ADSL requires the physical movement of the exchange equipment. Any change to a telephone circuit generates an automatic cease on the ADSL service by BT. Transferring the ADSL service will always incur an administration and reconnection fee.

 Return to TOP of page

---

Technical and Support Questions....

Can I run my own web servers?

Yes, you can run your own servers if you opt for fixed externally valid IP addresses. But - you should not expect to be able to run a server over an ADSL link if you require constant access rates or performance. ADSL can be used for SMTP mail feeds to your own local mail server (MS Exchange, Sun Cobalt Cube, Equiinet etc.) - allowing you to collect mail and distribute to your local network. If you run your own mail servers, you should take steps to ensure that your server is configured to deny open relay etc. and is locked down to prevent its use for the distribution of unsolicited email.

Can I have static IP addresses?

ADSL accounts can be provided with Statis IP addresses. HomeLite12, Home LITE and Home M services will be offered with Dynamic IP included but users may select Static IP as an option for a modest additional charge.

Home S users will be provide with Static IP as standard and may opt to increase the number of available static IPs to 8 (5 usable Ip addresses).

Business users will be provided with 1, 8 or 16 IPs (upgradeable to 64) depending on service level choice.

Please note that static IPs are allocated in accordance with RIPE regulations and that details of all users requesting 8 IPs or more will be published in the publicly accessible RIPE database.

How do I change or obtain more IP's for my ADSL service?

You can request changes to the IP address range allocated to your ADSL circuit by completing the online form. Please login to the NewNet Order area (using your email address and password), select the 'ADSL Service Change 'option and then 'ADSL IP Change' You will be able to select IP address ranges available with your service. Please note that any changes will mean that your current IP range will change completely.

Do I need to install a firewall to improve my security?

We would always recommend the use of a firewall - particularly when systems are connected to 'always on' internet connections and with fixed IP addresses - to protect your local computers or network from unauthorised access or attack. You can install personal firewall software on individual machines (Zone Alarm or Outpost) or install a hardware firewall security device between your ADSL router and your local network. NewNet would be pleased to advise on suitable equipment - contact our Sales team to discuss your needs. You should also ensure that your systems are protected by an up to date anti-virus package - and that you regularly scan your machines!

Can I have ADSL with ISDN?

No, you will have to have the ISDN line converted to PSTN. This can be arranged when you apply for your ADSL circuit with NewNet.

Do I need a dedicated telephone line for my ADSL?

This is not a necessity, but it will depend on the telephone services you are operating on the line that you want to use for ADSL. You will need to use a telephone line that comes directly to where you want ADSL. You will not be able to use an extension that comes through a separate exchange or switchboard.

I want to migrate from my present ISP to NewNet

You will need to use our online migration order form and you will need to have a Migration Access Code (MAC) provided by your existing ISP and the telephone number of the line.

Special Offer: Inbound migrations (except to NewNet Direct) are currently offered FREE of CHARGE - normal migration charge of £11 not applied. Please check with NewNet sales if you would like help.

I am a long way from my exchange. Will this affect my ability to receive service?

Broadband services does depend on the length and quality of the line between your site and the local exchange. Maximum speeds will be achieved with shorter line lengths - typically within 1 - 2 Km. Longer lines will experience a reduced line speed. The availability checker will provide an indication of xpected line speed. For very long line lengths it may be necessary to arrange an engineer appointment to fit a service specific face-plate etc.

I have ordered ADSL but the service does not appear to work?

Your first point of contact should be to call the NewNet helpdesk on 0845 684 0689. Helpdesk staff will take you through a series of structured questions to try to identify and resolve any problems that you may have.

Please note: A separate MAX FAQ pageprovides additional information relating to ADSLMAX services.

When will you assume that my ADSL has been delivered?

Your ADSL circuit and service will assumed to have been delivered once first successful login is recorded. No refund of any activation or other initial charges will be considered after this time.

I have changed the name on my telephone line, why has my ADSL stopped working?

Any change to a telephone circuit generates an automatic cease on the ADSL service by BT. Changing the name for the line, or making any other change to the PSTN element of the provision will generate a cease. Restoring the service will incur and administration and reconnection fee - reconnection will take a further 5 to 7 working days from order to provision.

An engineering appointment has been requested. Will I be charged for this?

If a fault is reported on a Broadband circuit it may be necessary to arrange an engineering appointment for a BT engineer to visit the customer site to check and rectify problems. If a fault is found within the BT system then this visit will not be chargeable.

If an engineering appointment is requested and the engineer finds that the faults are within the customer network or equipment or that there is no fault then the visit will be chargeable at a minimum charge of £144 + VAT (£169.20 inc VAT).

If an engineering appointment is made and the engineer is unable to contact the end user on arrival then an abortive visit charge (£144+VAT) may be made.

Please note that engineering appointments can only be cancelled up to 16:00 on the day before the appointment. Any cancellation after this time is subject to an abortive visit charge.

 Return to TOP of page

---

Regrade / Migration / Termination of service

How do I upgrade / downgrade my service?

You should login to the NewNet Customer portal and select the 'ADSL Service Change' option from the 'New Orders' section.

Customers regrading to a higher service will have the option to have this applied immediately or at next bill date. If the 'next bill date' option is selected, then the customer will just be charged the £6+VAT regrade fee and the new recurring charges and bandwidth allowance will be applied at next bill date.

If the customer chooses to upgrade immediately, then they will be charged the regrade fee of £6.00+VAT plus the difference between the current (lower) and new (higher) charges for the period until the next bill date. The higher bandwidth allowance will be applied immediately.

Customers regrading to a lower service will pay the £11+VAT regrade fee and lower charges and bandwidth allowance will apply from the next recurring bill date.

Please contact our sales team if you require assistance or help with choice of product and they will advise you accordingly. Upgrade is offered at a charge of £6.00 + VAT (£7.05). Downgrades are charged at £11.00 + VAT (£12.93)

Migration and Termination of service

Please note that NewNet require a minimum of 1 month notice for most ADSL services. Home LITE 12 accounts are subject to a minimum term of 12 months. All Migration and Termination requests may now be submitted via the online Customer Portal.

How do I migrate my ADSL service to another provider?

NewNet will provide a Migration Authorisation Code (MAC) on request.

You should login to the NewNet Customer portal and select the DSL Migrations/Terminations option from the 'My Services' section.

Select the 'Migration to another ISP' and follow the online instructions to complete the forms. A MAC will be sent to you by email, normally within 10 minutes of submitting the form. The system will calculate any remaining charges applicable to your account.

Please note that, once generated, a MAC is valid for 30 days and may be presented to your chosen provider.

NewNet does not offer refunds on unused parts of service subscription.

How do I terminate my ADSL service?

You should login to the NewNet Customer portal and click the DSL Migrations/Terminations option from the 'My Services' section.

Select the DSL Termination option and follow the online instructions to complete the forms. The system will calculate any remaining charges applicable to your account. A £5 admin fee is applied when terminating an account.

Take care when completing termination requests - once completed terminations may not be reversed and will result in loss of service.

Please note:

If you cancel your service within 12 months of joining, NewNet reserve the right to charge the full cost of initial service activation or inward migration. These cost are currently discounted by NewNet. On cancellation within 12 months, NewNet will impose a charge of the difference between the sum paid and the actual BT cost. Currently migration full charge is £11 + VAT and activation full charge is £40 + VAT

NewNet does not offer refunds on unused portions of service subscription.

Process for migrations away and cessation.

The following process is for migrations away and cessation of broadband. Please bear in mind that each case is individual.

1. Customer chooses to terminate their service or request MAC code.
2. If the customer selects 'migrate' then they will be emailed a MAC code which will normally arrive in their inbox within 10 minutes.
3. The customer is then asked to settle their account. We assume a 30 day notice period and calculate monies due.
4. We look for any excess bandwidth and calculate money due and raise an invoice.
5. We look for any unpaid invoices and calculate any credit due and apply to the unpaid invoice.
6. If the customer pays by Direct Debit and we have requested money from the bank (up to 10 working days prior to the due date) then we will credit the money to any excess b/w invoice.
7. We check to see if they are within 12 months service and if so apply any additional charges due, eg £10 migration fee or any difference between full set up charge and our reduced charges.
8. We check if the service is or has been Home LITE 12 with a minimum 12 month term and calculate money due for remainder of the term.
9. If the customer has requested 'termination', then a BT imposed termination charge will be applied to the account.
10. If our system cannot complete the settlement of account calculations for any reason then the customer will be asked to contact NewNet directly.

 Return to TOP of page

ADSL FAQ updated: 7th March 2008