UK based sales & support
Frequently Asked Questions

Fibre Broadband Specific FAQ

Does an engineer need to visit my premises?
As the Openreach engineer will need to switch your connection over to Fibre at the street cabinet he/she will also visit the property to install the provided VDSL2 Fibre modem. Please ensure that you are at the property on the committed activation date and that you have an available power socket close to your master BT socket.

Do you supply a modem?
Yes, on the Fibre Broadband Service a new VDSL2 modem will be provided as part of the engineer installation. Please note that this is a modem only so you will need to plug this modem in to your own (non-ADSL) "Cable" router if you wish to share the connection via ethernet or wirelessly. See the topic "Will I need a new router for Fibre Broadband?" for further details.

Will I need a new router for Fibre Broadband?
Yes, you will need a new router when signing up to Fibre Broadband. This is because ADSL/ADSL2+ routers are not compatible with Fibre Broadband which uses a different signal (VDSL2). Therefore, you will require a "Cable" router or standard non-ADSL router which supports PPPoE authentication.

Even though some ADSL routers may support PPPoE, this will still not work, as the modem supplied by BT connects to the router via an ethernet cable rather than an RJ11 ADSL cable.

Please feel free to contact us if you are unsure about which router to purchase and we will happily advise.



ADSL/LLU Broadband Specific FAQ

My speed is slow - why?
This can be down to a number of issues. Read the following to be clear on what could be causing slow speeds.

First of all, let's establish the main factor - your actual connection speed. If you are on the standard ADSL 8 Mb service, then the maximum you can ever receive is 7.15Mb.

If you are on the ADSL2+ up to 24 Mb service, the maximum throughput you can ever receive is 21 Mb.

This is because of how BT's equipment caps you.

As your line distance from the exchange increases, speed decreases. This is a physical limitation problem whereby as the line gets longer, the signal gets lower, thus if you are a fair distance from the exchange you are never likely to achieve the top speeds on any ISP.

How to determine your current connection rate

> If you use a USB modem
Take a look at the connection icon in the bottom right of your screen, near the clock (for Windows users). Hover this icon and it will show you a speed. This could be anything from 256 kb to 8 Mb.
> If you are using a router
Login to the configuration page and view the ADSL status screen. This will show you your connection speed, which will be anything from 256 kb to 8128 kb on ADSL or 256 kb to 24 Mb on ADSL2+. The higher the better, of course.
If this shows say 4400 kb (or 4.4 Mb), then that is the maximum you will achieve on your line with any ISP as that's what your physical line to the exchange can handle. It is not the ISP who is only giving you 4.4 Mb, its purely because of your distance to the exchange.

So, now we've ironed that out, we can explain what speed you should be getting based on your connection rate.

Refer to the table below as it shows the maximum download speed you can achieve based on the connection rate your USB modem or Router is showing.

ADSL connection rateBT IP profile
160 - 287135
288 - 415250
416 - 575350
576 - 863500
864 - 1151750
1152 - 14391000
1440 - 17271250
1728 - 20151500
2016 - 22711750
2272 - 28472000
2848 - 34232500
3424 - 39993000
4000 - 45433500
4544 - 51194000
5120 - 56954500
5696 - 62395000
6240 - 68155500
6816 - 73916000
7392 - 79676500
7968 - 81277000
8128 - 90877150
9088 - 102078000
10208 - 113599000
11360 - 1247910000
12480 - 1363111000
13632 - 1475112000
14752 - 1590313000
15904 - 1702314000
17024 - 1817515000
18176 - 1929516000
19296 - 2041517000
20416 - 2156718000
21568 - 2268719000
22688 - 2383920000
23840+21000


So for example, if your modem or router is connected at 6424 kb, your max download speed will be 5500 kb (5.5 Mb) - as that's what profile you fall in to based off the above table. This profile is set by BT at the exchange, and therefore we have no control over it.

If your modem or router is connected at a high speed, say 7500 kb, but you are seeing much slower speeds (say 2000 kb) for over 72hrs, you may have what's known as a "Stuck profile". This is where your profile at the BT exchange has got stuck at a certain level, meaning your download speed is capped at a certain level.

You can check what profile you are on by using the BT Speedtest. Refer to the table below to see what profile you should be on with your modem/routers connection rate. When the test completes, take a look at the result. It will look something like:


--------------------------------------------------------------------------------
Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 5500 kbps
DSL connection rate: 448 kbps (UP-STREAM) 6688 kbps (DOWN-STREAM)
Actual IP throughput achieved during the test was - 5380 kbps
--------------------------------------------------------------------------------

Note the figure in green will vary depending on the time of day, congestion on the Internet etc - this is normal.

If your IP profile is correct for your modem/router connection rate, but your actual download speed is still very low, then try the BT Speedtest a few times each day for 3 days, then send the test results to us via a ticket or an e-mail so we can investigate this for you.

NOTE: You can almost certainly improve your modem/router connection rate and stop disconnections from happening by ensuring your modem/router is plugged in to the main, master socket in your house rather than in an extension socket or at the end of an extension cable. Try our FAQ guide named "How can I improve my connection".

If your speeds continue to be slow after 3 days please let us know so we can investigate further.

Does an engineer need to visit my premises?
No engineer will visit as all the work is done on your line at the telephone exchange by a BT engineer on the day of activation (or sometimes earlier depending on their schedule). They will enable the broadband on your line and then route it to our network enabling you to get connected with us without anyone having to visit your premises.

What to do on activation day
If you have signed up to our Fibre service, you do not need to follow the below details as an engineer will visit to set up the connection.

Soon after you sign up with us, you will receive an e-mail confirming your scheduled activation date. On this day you will need to make some changes to your modem or router configuration (see below).

Please be aware that the actual time of activation could be anything up to 8pm on the day, so don't worry if it gets to 4pm and you still can't connect.

Also note that on migrations, you may not lose connection to your old ISP (there may be an overlapping period in which you can use both your old and new ISP). It's simply a case of entering your username/password in to your modem or router configuration page at various times of the day to see if it connects. You can also check the status of your order in the My account section of our website. Once logged in, click on the BT status reports. If it shows "Completed" as the last entry, you are all set to go. If it shows " Committed" it's still in progress.

Making the changes to your ADSL equipment

As stated above, you will need to make a small change to your modem or router configuration. These steps are outlined below under the modem/router headings. You may also like to note the following settings which you may (or may not!) have to choose on your router:

- Multiplexing/modulation: VC-MUX or VC-BASED
- Encapsulation: PPPoA or PPP over ATM (RFC2364)
- Authentication: CHAP or Auto
- VPI: 0
- VCI: 38
- IP address: Automatically obtain
- DNS: Automatically obtain

If you are using a USB modem (on Windows)

  • Disconnect from your old ISP connection in the normal way
  • Double click on your usual connection icon either on your desktop or in the network connections section of the Control Panel
  • Remove the old ISP's username and password details
  • Enter your new ADSL username and password as shown in the activation e-mail
  • Click on Connect
  • You should now be connected to ADSL24


If you are using a router (any operating system)

  • Open up your web browser
  • Type your routers IP address in the address bar of your browser to access it's configuration pages
  • Enter the router username/password if prompted - these should be in your router manual if you haven't changed them
  • Go to the page that asks you to enter your ISP username/login and password
  • Enter your new ADSL username and password as shown in the activation e-mail
  • Click on the Apply or Submit button
  • You should now be connected to ADSL24



How can I improve my connection?
With the rollout of ADSL2+ services many people are receiving a much lower speed than their line is capable of.

The main cause of this is down to poor or incorrectly wired extensions and the setup of micro filters. Even if you think your extensions are correct, or have have them checked by BT, this page may help you improve your connection speed, stop disconnections from happening and generally improve the stability of your broadband connection.

Please note that your master socket must be a standard NTE5 like the image in Step 1 below. If it is not, you may still try this guide, but it may be slightly different to perform the steps.

step1new.gif


step2new.gif


 


step3new.gif


step4new.gif



If you get a much better connection when performing Step 3 (Using the test socket), it is highly likely there is a problem with your extension(s) - as this test bypasses your extension wiring completely. Check that all other sockets are correctly wired as in Step 4. Remember, only wires 2 and 5 need to be connected in all sockets you have.The colour of wire 2 needs to be the same on every socket, as does the colour of wire 5. Eg, if at your master socket, 2 is blue and 5 is blue/white - this needs to be the same in every extension socket you have.

The below diagrams show you the positioning of filters required for broadband to work properly.

Take particular note of where the filter(s) need to be placed. This is essential and if incorrectly setup, will stop the broadband from working.

Example One (Telephone and modem/router)



diag1.gif


Example Two (Telephone and modem with an extension)



diag2.gif


Example Three (Telephone and modem/router with a hardwired extension and second BT socket)



diag3.gif




Can I transfer my ADSL24 account when moving address?
* Please note: The below is not relevant for Fibre Broadband. Please contact us *

You will need to contact us at least 1 week before you move address in order for us to process the request. Please note that we will place a cease on your current ADSL line, so that it will be switched off on or shortly after you move out of your current premises, and then place a new order for your new premises on the phone number you tell us for the new line.

As BT class this as a new activation, the standard cease and activation charge will be applicable as this is not the same as transferring between providers with a MAC code.

Below you will find details on the process involved for both having a new number and taking your current number with you.

Moving address - New telephone number

When you move out of your current address, ensure you place a cease on your current line at least 5 working days before you move out. This will ensure that the line is clear for the new owners and you will not continue to be charged for the old service. Once in the new address and BT have activated the phone line we can then place a new order. This will be subject to the BT activation fee as it is a new order. Once the order is placed and we have had the initial payment, the line will be active around 5 working days later. There may be delays in the order process if there are exchange problems but we try and let you know about these issues should they happen. We are not able to speed up the provision of the ADSL service and cannot waive the activation fee due to it being a one month contract. If you are able to activate the new line a few days earlier, in your name, we can place the order before you move in. This should cut down on any downtime you have.

Moving address - Taking same telephone number

If you are moving address but keeping the same phone number, you will need to place a cease on your line to complete the day before you move out, this will ensure the tag is clear. This is also subject to the BT cease and activation fee.

If BT do not update the checker, or the tag does not vanish we will be prevented from placing an order until it is all sorted. We are able to keep your username, passwords and if you let us know with enough time, we are able to keep the IP address for you too.

Do you supply a modem or router?
By default we do not provide any equipment to keep costs low.

We do however sell routers at great prices - see https://adsl24.co.uk/store/.

If I migrate to you will my connection go down?
If you migrate to us using a MAC, the broadband with your existing supplier will still work up until the day of migration to us.

As long as BT Wholesale do not encounter any problems when they are switching your line over, the migration process is very straightforward and you should not encounter any downtime.

What are the key benefits of ADSL?

  • A faster connection to the Internet - at least 10x the speed of a 56K dial-up modem. Web sites with feature rich pages will download virtually instantly, and downloads will take seconds/minutes not hours/days.

  • An always on connection - so no need to waste time 'dialing up' every time you want to go online.

  • Flat monthly fee - no call charges for the time spent online unlike dial-up.

  • Simultaneous phone usage - you can use the Internet and your phone at the same time. The ADSL service runs over your existing BT telephone line, so there is no need to pay for an extra phone line to be installed.




What is the minimum contract period?
All our standard Home, Office and C&W LLU packages are based on a 1 month minimum contract.

For Premium LLU accounts created prior to November 2011, the Home package is a 12 month contract, and the Plus and Pro packages are a 6 month minimum contract and then monthly thereafter.

For Premium LLU accounts created from November 2011 it's a 1 month minimum contract.

Our Fibre packages are a minimum 12 month contract and then monthly thereafter.

The standard 30 days notice period applies after the initial contract length has been served.

What payment methods are available?
We accept credit or debit cards for your initial payment, and then credit/debit card or Direct Debit for your ongoing monthly payments. Should you need to pay by cheque please contact us in advance. Line Rental and Mobile Broadband Services can only be paid for by Direct Debit on an ongoing basis.

You are free to set up your payment method at any time via the My Account page.

Will my current modem/router work?
You should have no problem using your current router, however if you are on or intend to upgrade to our ADSL2+ or LLU service you will need a router that supports ADSL2+

We sell ADSL2+ ready routers - see https://adsl24.co.uk/store/



General FAQ (Applicable to all packages)

Can I cancel my migration/activation after making the initial payment?
Please note that after your order has been sent to BT Wholesale and they have assigned an activation/migration date, we have no control over the order. If you do wish the order to be cancelled, then please note that BT Wholesale charge for this.

If you do need to cancel, it may be cheaper for you to let the activation/migration happen, and then either request a MAC in the first month and migrate away.

All activation/migration fee's are non-refundable by BT Wholesale and thus by us too.

How do I view the status of my order?
Upon completion of your initial payment you will begin to receive emails from us containing your activation date and relevant information such as your ADSL username/password, webspace/e-mail details and so on.

Once you receive this e-mail you can login to the My account section on our website with your username and password to track the status of your order.


How long does it take to be activated/migrated?
If you've placed an order for an LLU service, or a new activation order then it takes around 5-7 working days after payment is made. If you've placed a migration order on the standard Home/Office package this takes around 3-5 working days. You will receive e-mails confirming the expected activation/migration date as the order progresses.


Bank Holiday Usage
There is no change to the usage due to these days, it should be considered a normal day of the week or weekend schedule.

Can I change my username or password?
Of course, just drop us an e-mail, ticket or call us with your new username or password and can will do this for you.

Can I migrate to your service?
Yes, you can migrate your broadband service to us as long as you have a MAC code from your current provider.

Do I get a static IP address?
Yes, all our packages come with a fixed IP address. If you require more IP addresses we can arrange this but please get in touch first.

Do I still pay line rental to BT etc?
Yes - your line rental will still be payable to whoever supplies your phone service.

Do you block any ports?
No. We do not block any ports whatsoever so you are free to run servers or connect to third party mail servers etc.

Do you block P2P or Usenet etc?
No, we do not block any traffic no matter what the application or protocol.

Do you support Xbox Live?
Yes - we do not block any ports or protocols so you are free to use your Xbox Live on our ADSL and ADSL2+ service.

Does the usage include upload too?
Yes, the usage allowances shown are per month and include the total transferred data, so both download and upload.

How can I track my usage?
We offer tracking facilities free of charge via our website. You can log in to your My account page and click on the Usage link to view your current months usage and past 6 months history.

How do I change my package?
You can change your package via your My account page or by giving us an e-mail or call.

How do I request a MAC?
You can request a MAC at any time by contacting our customer services team as detailed on our contact page.

The MAC should be generated within 24 hours but this can take up to 5 days occasionally. Once generated it will show up in your My account page and e-mailed to you.

The MAC will expire after 30 days thus if you change your mind or do not use it within 30 days you will remain live with us.

If I migrate to you, do I need to cancel with my old ISP?
You should only cancel with your current ISP after you are online with us - as cancelling before may result in your ISP placing a cease on your line, meaning the migration cannot go ahead. If this happens, you may have to pay a new activation fee to BT to re-enable broadband on the line

Is the service guaranteed?
Due to the nature of how broadband works BT Wholesale do not guarantee that a line will have 100% uptime. The cost of ADSL/FTTC to end users is so low that there is no uptime guarantee included in any ADSL/FTTC based services we offer. If for any reason you are having problems we will liaise with BT Wholesale to get you back up and running as soon as possible. BT Wholesale do not operate a "fix within xx days" policy and as such we, nor BT Wholesale do not offer any compensation for any downtime occurred.

What does usage allowance mean?
Usage allowance is the amount of bandwidth you are allowed to use per month.

The following applies to the capped Home, Office and Fibre packages:
-----------------------------------------------------------------

Home - Your normal allowance is consumed between 8am and midnight whereas the free allowance period is is midnight to 8am. All weekend is classed as the free allowance period too, so that's midnight Friday through to 8am Monday.

Office - Your normal allowance is consumed between 8am and 8pm whereas the free allowance period is is 8pm to 8am. All weekend is classed as the free allowance period too, so that's 8pm Friday through to 8am Monday.

If you go over your normal allowance, you will be given an option to either purchase additional usage in the form of a top-up which rolls over each month, or simply wait until your usage resets to zero on the 1st of the following month. Top-ups are currently available at the following rates:

5GB - £6.50
10GB - £13.00
25GB - £32.50
50GB - £65.00
100GB - £130.00

You can easily track how much bandwidth you are using on our website, via the My account page

The normal allowance limit specified on the Broadband product page is the total amount of bandwidth you use which includes both downloaded and uploaded data.

If you are likely to keep exceeding your monthly limit you may wish to upgrade to the next package.

What is a MAC (Code)?
A MAC (Migration Authorisation Code) is a long alpanumeric code that enables you to transfer between two broadband providers without any downtime. To transfer to us, you need to get a MAC from your current provider, and likewise, to transfer to another provider from us you will need to request a MAC from us. MAC's are always free of charge. A MAC looks like this: LZMR1234567/HD10P

Why is there a cease fee?
BT wholesale charge ISPs a cease fee whenever a broadband service is ceased or if the line rental has been stopped. We have to pass this on to the customer at cost.

Please see below for the BT wholesale explanation to clarify the cease fee.

Link to BT document

Take note in particular to the below:

SECTION 44. WHOLESALE BROADBAND SERVICES - END USER CEASE CHARGES

The cease charge will apply when a BT Wholesale End User service is terminated or replaced by a non-BT Wholesale ADSL End User service (cease and re-provide).

A cease charge will be raised under the following circumstances:

- The customer requests to cease the broadband service.
- The service provider asks BT Wholesale to raise a cease order on their behalf.
- The line rental has been terminated for any reason.

A cease charge will not be raised in the following circumstances:

- The customer's service has been migrated to another BT Wholesale based service provider using the published migration process.
- The customer's service has been migrated to an LLU provider using a MAC and the published migration process has been followed.

Extra note: If you move to a provider that takes over the line rental, broadband and calls a cease charge will likely be raised because certain providers such as Sky and TalkTalk move your line away from the BT network completely which BT Wholesale class as a cease.

FTP and webspace
We provide 200MB free webspace with all our broadband packages. To be able to create your own website, you will need to upload your website via FTP (File Transfer Protocol).

To do this, you will need an FTP client such as FlashFXP, CuteFTP or SmartFTP. These can be downloaded for free from Download.com.

Your FTP client will ask for the following settings:

» Hostname
» Port
» Username
» Password

You will need to enter the following:

Hostname: ftp.your_username.adsl24.co.uk
Port: 21
Username: your_username
Password: your_password

Of course, be sure to substitute the "your_username" and "your_password" for your real ones.

When you click connect on the FTP client it will then log you in to your FTP site. You will usually see two windows side by side. One contains files on your PC, and the other window contains the files on your webspace. You need to simply drag and drop files from your PC to the "public_html" folder of your webspace to upload your website/files. They are then accessible via your free website - www.your_username.adsl24.co.uk


How do I set up my e-mail?
We provide unlimited free e-mail accounts with all our broadband packages.

You will have been given a default e-mail address when your account was processed. You should have received these settings in the activation e-mail that will have been sent to the e-mail address you signed up with shortly after your order was accepted.

The settings you may require when setting up your e-mail in a client such as Outlook/Express or Thunderbird, Mail (Mac) etc are below:

E-mail address: mail@username.adsl24.co.uk
Incoming mail server: mail.username.adsl24.co.uk
Outgoing mail server: mail.username.adsl24.co.uk
Incoming server port: 110
Outgoing server port: 25
Username: you@username.adsl24.co.uk (your full e-mail address)
Password: your_password
SMTP authentication: required (you need to turn SMTP authentication on to be able to send mail)

You can always add/edit/delete your e-mail accounts, set up mail forwarding, responders and spam filtering etc by logging into cPanel with your main username and password.

What's the BT Speedtester and how do I use it
The BT Speedtester is used to determine your current speed as well as whats called your IP Profile.

If your modem or router is connected at a high speed, say 7500 kb, but you are seeing much slower speeds (say 2000 kb), you may have what's known as a "Stuck profile". This is where your profile at the BT exchange has got stuck at a certain level, meaning your download speed is capped at a certain level.

You can check what profile you are on by using the BT Speedtester. Refer to the table below to see what profile you should be on with your modem/routers connection rate.

ADSL connection rateBT IP profile
160 - 287135
288 - 415250
416 - 575350
576 - 863500
864 - 1151750
1152 - 14391000
1440 - 17271250
1728 - 20151500
2016 - 22711750
2272 - 28472000
2848 - 34232500
3424 - 39993000
4000 - 45433500
4544 - 51194000
5120 - 56954500
5696 - 62395000
6240 - 68155500
6816 - 73916000
7392 - 79676500
7968 - 81277000
8128 - 90877150
9088 - 102078000
10208 - 113599000
11360 - 1247910000
12480 - 1363111000
13632 - 1475112000
14752 - 1590313000
15904 - 1702314000
17024 - 1817515000
18176 - 1929516000
19296 - 2041517000
20416 - 2156718000
21568 - 2268719000
22688 - 2383920000
23840+21000


When the test completes, take a look at the result. It will look something like:


--------------------------------------------------------------------------------
Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 5500 kbps
DSL connection rate: 448 kbps (UP-STREAM) 6688 kbps (DOWN-STREAM)
Actual IP throughput achieved during the test was - 4780 kbps
--------------------------------------------------------------------------------


The figure in blue is your actual profile speed, which indicates the maximum speed you can download at.

The figures in red are your actual modem/router connection rates. If your IP profile is significantly lower than your down-stream connection rate, then you should submit a ticket or an e-mail to us so we can get BT to fix the discrepancy to give you faster speeds.

The figure in green was your actual download speed for the test. This again will always be lower than the blue IP profile as thats the maximum speed you can download at.

Note the figure in green will vary depending on the time of day, congestion on the Internet etc - this is normal.

If your IP profile is correct for your modem/router connection rate, but your actual download speed is still very low, then try the BT Speedtest a few times each day for 3 days, then send the rest results to us via a ticket or an e-mail so we can investigate this for you.

NOTE: You can almost certainly improve your modem/router connection rate and stop disconnections from happening by ensuring your modem/router is plugged in to the main, master socket in your house rather than in an extension socket or at the end of an extension cable.


Does the training period start again after migration?
BT Wholesale do not offer any clear advice as to whether the training period starts again after a migration, so we are unable to say for sure. What we have noticed is that some connections end up having a stuck IP Profile, whereby their speed is restricted to 2 Mb (2000 kb) immediately after migration.

While this should solve itself after a few days, if it does not, please contact us with the results of a BT Speedtest and we can look into this and log the fault with BT Wholesale if necessary.

What is a microfilter?
A microfilter (sometimes referred to as a 'splitter' or 'filter') is an adapter that plugs in to your telephone socket(s) when you have ADSL broadband. The microfilter separates the ADSL signal from the normal phone signal.

You plug both your phone and your ADSL modem/router in to the microfilter which then goes in to your phone socket. This allows you to use both the phone and your broadband at the same time with no problems or interference.

It is important you use a microfilter in every socket where you use a phone, fax, sky box or any other telephony device as not doing so can cause many problems such as slow speeds and disconnections to your broadband.

See our Setup guides for more information on microfilters and where they should be positioned.

Note in some premises BT may have installed a master socket filter which means that the main socket in your house will already have a filter built in, along with two ports on the front of it - one for the phone and one for the modem or router. If you have this type of socket, you will not need to use normal filters in any other sockets in your house.

Switching to ADSL24 - in 3 easy steps
It couldn't be simpler to switch to ADSL24.
Simply contact your current provider for a MAC, choose your package and sign up online or by phone!

You don't need to cancel with your current provider and we will inform them once you have switched over to us. The process takes around 5 working days and you won't usually
be without your connection during this period.
Step 1
Get MAC from old provider
Step 2
Choose your new package
Step 3
Sign up online or call us
How to switch to ADSL24 in 3 easy steps