• Frequently asked questions

  • Explanation of terms

    What is broadband?

    Broadband is a broad bandwidth internet connection. It allows a large amount of information to travel to and from your computer at the same time.  The term is commonly used to refer to a permanent high speed connection to the internet. Higher speeds mean that you are able to use the internet, download music and video or play online games much faster than with a normal dial-up internet connection.

    What does Mbps or megabits per second mean?

    Mbps is an abbreviation for megabits per second.

    Megabits per second measure the speed that data can be passed through your internet connection. In other words, it's the speed that web pages take to load when you're surfing the internet, or the speed that something takes to download.

    There are eight bits in a byte so 1 Mbps is equal to 0.125 MB/s or megabytes per second. For example a download of a 4 MB music file on a 1 Mbps internet connection would take 32 seconds.

    What does dial-up mean?

    Dial-up is a form of internet access using a telephone line. Unlike broadband which is always connected, you would need to use your modem to dial-up and connect to your internet service provider (ISP) before being able to access the internet through them. On average dial-up only operates at speeds of around 56 Kbps.

    What’s a USB or Ethernet connection?

    USB or Universal Serial Bus is a type of plug which can be used to connect other devices such as modems, keyboards, cameras etc via a cable to your computer. USB devices can be connected to your computer, which should automatically be able to detect and use the device.

    An Ethernet connection is also a cable based connection between your computer and other devices and is commonly used to connect computers together in a local area network or LAN.

    What’s a wireless modem?

    A modem is the device which connects your computer with the broadband service, commonly by using a USB or Ethernet cable. A wireless modem connects to your computer through radio waves and is not restricted by trailing wires or cables.

    What’s a Migration Authorisation Code or MAC Code?

    This code is provided by your current broadband provider and is used to transfer your service to another provider at your request.

    What’s a micro filter?

    A micro filter or splitter as they are commonly known plugs into your telephone connection and splits this between your modem and telephone in order to prevent interference in the signal for each device. Without these, you may experience reduced performance or connection problems with your computer or noise on your telephone line.

    What does firewall or anti-virus mean?

    A firewall is a programme for your computer which monitors the information and internet content you connect to. It is designed to protect your computer from unauthorised outside access and can be configured to prevent websites obtaining information from your computer.

    Anti-virus refers to software for your computer which is able to identify and remove harmful programmes which you may have unknowingly downloaded from the internet or received via email.

  • Connection and set up

    Will it work with my computer?

    Our broadband is compatible with most modern PC’s, laptops and Macs with a wireless, USB or Ethernet connection.

    Do I need a BT line to get your broadband service?

    To start enjoying our broadband as soon as possible, you’ll need a BT landline or other non-cable telephone line. If you don’t or you don’t have a telephone line, contact us and we’ll arrange one for you.

    How long does it take to get broadband?

    If you already have a BT landline, it usually takes at least 4 weeks. It may take slightly longer if you’re moving your telephone service to us at the same time, but we’ll keep you informed of our progress.

    What equipment will I get?

    Shortly before the date your service with us starts you should receive your free wireless modem, two microfilters, power cables and installation instructions. If you don’t, contact us and we’ll look into this for you.

  • Contract terms

    What is the contract term?

    Our fixed initial term is for 18 months.

    I want to end my contract with you, what do I need to do?

    We normally ask that you contact us to give 28 days notice of your intention to cancel your broadband or transfer to another provider.  If you are still within the initial contract term of 18 months, you’ll be liable to pay an early cancellation fee. This fee will vary depending on the time left before your initial term is up. We may ask that all equipment is returned in full working order within 30 days, preferably in its original packaging and you may wish to obtain proof of posting.  We can then arrange to disconnect the service or give you your MAC code to allow you to transfer to another provider.

    I currently have broadband with someone else.  How can I change to you?

    Check the terms and conditions of your contract with your current service as there may be a fixed term that you have to remain with them as some providers charge a penalty fee for leaving them within this time. You can contact them to request your Migration Authorisation Code (MAC) and they should let you know.

    Once you’re able to leave them, you can sign up to broadband online or contact us with the MAC and we'll take care of the rest.

    What are the terms of the free broadband for six months offer?

    Six months free broadband is available to new and existing Talk customers who sign up to a new 18 month fixed term broadband contract and remain Talk customers for the duration of the six month free broadband period. 18 month fixed term broadband only contract. The broadband price will not be charged for the first six months of the contract and on month seven onwards the monthly payment will revert to the full broadband bundle price of £11.99 (plus your existing Talk package cost).

  • General queries

    What speed will my broadband be?

    We provide broadband speeds of up to 8Mbps or 8 Megabits per second. That’s over 100 times faster than a normal dial-up internet connection.  Depending on external factors like the telephone exchanges in your area, the processing speed of your computer, quality of phone lines in your home etc, the broadband speeds available may be less than 8Mbps. Contact us and we can check the likely speed of your connection for you. 

    Will my broadband speed always be the same?

    Your download and upload rates may vary during the course of the day, depending on how many people are using the broadband in your area at the same time, the speed of the websites you are visiting or if your computer is running other programmes at the same time. Typically, peak times for use tend to be in the evenings after 6pm and you may see reduced speeds at that time. As the UK’s broadband networks and telephone exchanges are upgraded, you may also see your speed increase, but this should not exceed 8Mb.

    Is there a limit to how much I can download?

    Our connection is for unlimited use, although you are subject to our acceptable use policy. You can download as much information, music and video as you want. The only restriction is the amount of memory on your computer itself.

  • Get in touch

    Rh Contact us

    You can contact us on LiveChat, send us an email or give us a call.

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