Frequently Asked Questions (FAQs) - Technical

What Broadband service is available to me?
What speed should I order my ADSL line?
The checker says I am very unlikely to get ADSL, should I bother ordering?
What is a Self-Install?
What is an Engineer Assisted Install?
What is a micro-filter?
Can I use a normal phone extension?
How long an extension can I add?
I've heard I don't need a splitter for the ADSL modem?
I need an RJ-11 extension lead, where from?
The online checkers say I may need an engineer visit, why?

What Broadband service is available to me?
There are a number of different broadband services available, and access depends on where your business is based. Over three-quarters of the UK population has access to broadband services, and there are plans underway to extend this access nationwide.
The most common form of broadband is ADSL, which uses existing telephone lines. To get ADSL, your business needs to be within 6km of a broadband-enabled exchange

If you can’t get ADSL broadband, there are other options. Broadband is NOT available by cable in East Sussex although satellite and wireless solutions are available.

Internet connection options

A standard modem has a connection speed of up to 56 kilobits per second (Kbps), which is a measure of how fast information is transmitted. Broadband is a generic term for any way of connecting to the internet at faster than 256Kbps.

ADSL (Asymmetric Digital Subscriber Line), as offered by BT and other providers, is by far the most common form of broadband. However, there is a wide range of options depending on your location, needs and budget. Broadband services are developing constantly which means prices are falling and speeds are increasing rapidly. The table below sets out the most commonly available options and gives some indicative prices*.

Because most people download more information than they send, many types of broadband are ‘asymmetric’ - that is, they have different speeds for downloading and uploading information. The speeds quoted are maximum speeds per second; the actual speed will depend on the number of people with whom you are sharing your connection - the so-called ‘contention ratio’.

Internet Connection Options

	Max download speed	Max upload speed	Typical Installation Cost	Typical monthly cost
Dial-Up	56Kbps	32Kbps	£40	£20 for line and calls
Description	Standard modem and phone line set-up
Advantages	- Tariff options can give predictable costs
Disadvantages	- Unreliable - Extremely slow - Not ‘always-on’
ISDN	128Kbps	128Kbps	£75	£25
Description	You plug an ISDN adaptor into a standard phone line
Advantages	- Available to 97% of the UK
Disadvantages	- Technically only ‘mid-band’, ie, faster than a modem but much slower than broadband - Not ‘Always-on’-Expensive considering its speed
Satellite (1 Way)	512Kbps	128Kbps	£400	£30
Description	uses a satellite to receive information and a telephone line or ISDN for uploading data
Advantages	-Wide availability -Good for home use
Disadvantages	-Slow upload speed may be unsuitable for business use -Transmission delays (latency) can disrupt interactive services -Weather can affect reception -Ties up a telephone line
Satellite (2-way)	512Kbps	128Kbps	£900	£60
Description	Uses a dedicated satellite dish to send and receive information
Advantages	-Wide availability, even in rural areas
Disadvantages	-Latency -Variable reception due to weather
Wireless	2Mbps	2Mbps	£200-£400	£30
Description	A collection of different technologies that use radio transmitters and receivers to link computers
Advantages	- High bandwidth - Access the Web on the move - High media profile makes advice easy to come by
Disadvantages	- Still in its infancy, so availability is limited - Setting up a wireless network requires substantial technical knowledge

What speed should I order my ADSL line?
The majority of residential users order 512Kbps (0.5Mbps) ADSL connections. Unless you have a specific technical reason and understanding, it's unlikely you'll need anything faster at present. If you're not worried about cost, or wish to download large files a little quicker, 1 or 2Mbps services should be considered.

Many businesses of up to 10 employees operate quite happily on 512Kbps products with an Ethernet router (either self-install or engineer assisted). Depending upon the number of users and the nature of business, faster services may be required. If you're unsure, obtain some 3rd party professional advice.

The checker says I am very unlikely to get ADSL, should I bother ordering?
The wording 'very unlikely' is used to denote those lines that BT Wholesale think are very long, and therefore the chance of it not working is much higher than on average.

It is still worth ordering as until the line is activated you cannot tell for certain whether the service will work. If the line fails to work BT Wholesale will not charge the ISP anything, and any contract is considered void by BT Wholesale. This means your ISP should refund you any money taken in advance if the line does not work at all.

What is a Self-Install?
Self Install is sometimes described as 'wires-only'. During the activation phase, you'll never see an engineer (unless there is a specific problem with your telephone line). Shortly after placing an order with your chosen ISP, you'll be assigned an activation date, assuming your line passes the required tests. In the meanwhile, you'll need to purchase an ADSL modem or router (often available from your ISP). If purchasing a router, ensure that it also includes an "ADSL modem" in it, and isn't just a broadband router. After activation, you should be able to connect with the details supplied by your service provider.

What is an Engineer Assisted Install?
Engineer Assisted installations are optional (in most cases) and more expensive. An engineer will visit your premises to connect and configure a supplied modem or router, and answer any questions you may have. For most users, a self install is the most sensible option. Businesses often prefer engineer assisted installations because internal extension cabling is frequently needed.

What is a micro-filter?
A micro-filter is a special adapter that you need to use on your phone line, so that your telephones do not interfere with your ADSL connection. Some people call them a 'splitter', the naming is interchangeable.

Can I use a normal phone extension?
If you are going to put in a new extension, then a normal phone extension kit will be sufficient. There is no need to buy expensive extra high speed type cabling.

How long an extension can I add?
Generally no limit, it varies from location to location. Generally upto 30m of CAT5 cable is fine, longer is possible.

Normal phone extension cabling is fine for the vast majority of ADSL users, but for those with a low signal to noise ratio they may find using twisted pair cabling improves the stability of the line. If installing extensions remember to avoid running them parallel to mains cable and other interference sources.

I've heard I don't need a splitter for the ADSL modem?
You only need a microfilter for your analogue telephones. If you do not have any telephones on your line, there is no need for a micro-filter. What you will need is an adaptor for the normal ADSL modem lead to convert the RJ11 plug to a standard BT plug - in the majority of cases your old 56K modem lead will suffice.

I need an RJ-11 extension lead, where from?
Extension leads with RJ-11 plugs are available from a variety of sources, e.g. Comet, B&Q, Woolworths, Argos, Dixons etc as well the more normal online sources Maplin Electronics and Solwise, etc.

Generally online sources are the cheapest, some of the best cables will be made using CAT5e cable, but this is only necessary if you are having problems with existing wiring.

The online checkers say I may need an engineer visit, why?
The online availability checkers changed the text they display on 6th September 2004, to reflect new working procedures by BT Wholesale.

Users applying for a 0.5Mbps or 1Mbps service on a very long line may see a note about a possible engineer visit. This visit will only occur after the line has been activated and if you are having problems with the service. For example if your ADSL modem will not connect (sync) with the exchange hardware.

This visit is FREE but must be booked via your ISP. The engineer will endeavour to get ADSL working for you. This now extends to even installing a new master socket faceplate to isolate the ADSL from your house's internal telephone extensions. They may also do some remedial work on the phone lines outside your house. If the problem proves to be your extensions, and you want the engineer to re-wire these for you, that will be chargeable, and the engineer will clear this with you before proceeding.

If a new master socket faceplate is fitted, the engineer will leave you a 30m extension kit, so that you can site your ADSL modem at a location of your choosing.

NOTE: This engineering visit is not intended to act as a way of getting the ADSL drivers installed on your computer. The engineer will not touch your computer hardware.