General Enquiries About ADSL

What is ADSL?

ADSL means Asymmetric Digital Subscriber Line.

ADSL (also known as broadband) is a service that offers connections to the Internet up to 40 times faster than a standard dial-up modem.



How does it work?

ADSL enables your normal BT phone line to operate as though there were two cables. You can receive phone calls whilst surfing the net at the same time. Your BT line is converted to ADSL by sending two different frequencies down the line. One frequency is for voice calls the other for the computer.

A splitter/microfilter is added to the phone socket of the ADSL-enabled phone line. The splitter/microfilter has two sockets, one for the phone cable connection and one for the cable that connects to the ADSL modem or router that you would need to use for this service.

If you have more than one phone socket connected to the ADSL enabled phone line then you will need a microfilter for each one. The extra phones can be plugged into the correct socket of the microfilter, the other socket of the extra microfilters, where you would normally attach the modem/router cable, can remain empty. If you run an extension cable from the microfilter that is attached to the master socket to another phone then you do not need a microfilter at the end of this extension.



What does "wires-only" mean?

All the ADSL services that we now supply are "wires-only". Wires-only is as opposed to "Engineer installed".

It means that what we're supplying is the ADSL and the ADSL only. This is defined by the service from your BT mastersocket and out to the internet.

Any products or services behind your mastersocket (i.e. in your premises) are your responsibility. This includes but is not limited to telephone line extensions ( whether installed by BT or yourself), the installation, servicing and supplying of any hardware, all of which are your responsibility.You must insure all your harware/software and line extensions are compatible with the service ordered. N.B. Line extensions can reduce the line quality. Your line is only tested up to the BT master socket and any extensions attached to this may mean your line quality is reduced to a point where the ADSL service ordered could malfunction. We can only offer support up to your master socket - if the service malfuctions due to any line extensions then we cannot assist you.

You can source ADSL hardware from us when you place your order or have them supplied by a 3rd party. We can supply ADSL modems (suitable for connecting 1 computer) or ADSL routers (suitable for connecting multiple computers). Please note that we do not supply microfilters separately, only as part of, and in addition to, equipment that is bought from us.



Can I use a fax on the phone line?

Yes, but to make sure that there is no interference, a BT approved fax machine should be used and an ADSL microfilter.



What else is included with the service?

You get a static IP address, 200 megabytes of webspace, a f2s.com domain name, 20 email accounts and 10 megabytes of database space.



Where can I access your BBC portal?

The BBC portal contains exclusive broadband content for the latest in interactive news, sport and entertainment.
You can find our bbc page here.. http://www.freedom2surf.net/adsl/bbc



What is a static IP address?

A static IP address is a number that is assigned to your computer. When you log on to the Internet your IP address is like your home address or telephone number. It identifies who you are. Having ADSL means you are always on line. It is important to run a firewall to prevent hackers getting into your system, particularly if you have a fixed IP address. A Static IP address also allows you to run a server.



What is a dynamic IP address?

This differs to a static IP address in that it is not a permanently assigned address and can change at any time. These are not suitable if you wanted to run a server or did not want to run the NAT option on your router.



Can I have more than one Static IP address?

Yes. This allows you to assign an IP address to as many PC's as you like that are connected to your LAN. You may also want to run a hardware firewall and so will need an extra IP address for this set up. Please note that all IP address allocations are subject to strict requirements set out by RIPE.



How can I run a LAN set up with only one Static IP address?

Many people prefer to use this set up as it offers a basic protection from hackers. Your router would be assigned the static IP and you would run the Standard NAT option on the router. This is a piece of software that assigns Internal IP addresses to each PC. These Internal addresses are not recognised in the outside world of the Internet. What the NAT software does is to assign any data received with an Internal IP address so that it arrives at the correct destination. Standard NAT only allows recognised correspondence to be delivered so any hackers will find it harder to abuse the LAN, particularly as there is no External IP addresses assigned to any one PC.



What is a firewall?

This is either a piece of hardware or software that prevents hackers from abusing your system. It is strongly recommended that all ADSL customers have a firewall. You can download a software firewall from the Internet.



What is a Virus Checker?

This is not the same as a firewall. This is a piece of software that monitors any data received to see if it recognises any known viruses. It is important to update your virus checker regularly as there are new viruses developed all the time.



What hardware do you recommend for your ADSL services?

You will need to purchase a microfilter for each telephone extension on the enabled line, and an ADSL router/modem to UK specification. This can be any type of device eg USB, ethernet, PCI board etc. We place no restrictions on your choice to allow you to implement the design that works best in your situation. We supply various ADSL Hardware, please check our ADSL Home Page for Details for details.



Can I be online and use the phone at the same time?

Yes you can. Although the ADSL and phone services physically use the same line, they function as two separate lines. Therefore you should expect to receive bills from BT for rental and voice calls as usual.



What traffic management do you employ on your network?

To ensure that all of our customers receive the best performance we employ a traffic management policy which preferences interactive traffic over bandwidth heavy non-interactive applications.

This policy automatically adjusts so that customers who wish to use bandwidth heavy applications such as P2P and binary newsgroup access get the best performance at times (typically off-peak) when other customers are not making use of bandwidth for interactive applications such as web-browsing.





What restrictions do you place on your service?

Very few, of course we require that you do not access the service for illegal use but we block no ports, we do not practice transparent caching, we do not specify which hardware you use or how many machines you connect to our service.



Can I host my own webserver?

Yes.



By having the ADSL activation through you does that make you my service provider?

Yes it does.



Is ADSL only available to people with BT telephone connection?

Yes it is. ADSL is only provided over BT lines. It cannot function with any cable phone line.



Will the new service work with an ISDN line?

No. You will need to have your line converted to a normal BT phone line.



Can I convert an ISDN line to ADSL?

Yes. ADSL is not compatible with ISDN Lines and so your line must be converted to an ordinary single BT PSTN Line. Place your order against the telephone number you wish to retain (you would normally have several numbers with ISDN but when you convert to ADSL you will only have one number so make sure you quote the number you would like to retain). Once we receive your order we will contact you via email requesting you to confirm a suitable date and time to have your line converted to ADSL. This conversion is performed by a BT Engineer and usually results in the ADSL service functioning on the day the line is converted to a single line so you experience as little down time as possible.



What about Security?

You should consider installing a firewall to protect your systems from any potential hackers. You can either buy a software or hardware firewall. As your computer will be permanently online your system is open to abuse.



Can I keep my current telephone number?

There should be no reason for you to change your current telephone number.



Reasons why ADSL may not be available to you

Some users may not be able to access ADSL services because their local telephone exchange has not yet been enabled to provide this service.

Sometimes although you have an ADSL enabled exchange your phone line may be of too low quality to enable ADSL to run effectively. This is either due to the length of your cable from the exchange which must be 6km for 1024k connections and 3.5km for the 2048k connections (there are currently no limits for the 512K service therefore most single BT lines can potentially have a 512K service although this adsl service is not guaranteed and long lines will generally produce a reduced quality service) or it may be that there is interference from surrounding cables that lay with your cable underground. Sometimes your cable will be part fibre-optic or aluminium and ADSL cannot run on a fibre-optic or aluminium cable.

The line quality of your BT cable that runs from your premises to the exchange is paramount. A line test is carried out and a reading is taken in decibels. The line quality is measured in decibels - the greater the decibel reading the greater the noise level and interference on the line which can produce a reduced quality service.

These are just some of the reasons ADSL may not be able to run on your phone line. All these reasons will give high decibel readings that inhibit the ADSL service from working at the optimum level.

Where the speed of the product is "MAX", the service will run as fast as is technically possible on your individual telephone line. This means the speed will adapt automatically to the fastest possible speed your line can support while remaining stable at the same time.



What is the cost of the service?

This varies depending on the product you have chosen to purchase and is not necessarily related to the speed of the service. Please see our ADSL Home Page for details.



What is a Microfilter/Splitter for?

The microfilter/splitter seperates ADSL (high frequency) signals from the analogue phone (low frequency) signals. These devices are known as both microfilter and splitter but are one and the same thing.



What is a Bandwidth Cap (Data Cap, Data Transfer)?

Bandwidth (Data Transfer) cap is the total transfer of data to and from the internet. This involves web pages viewed, emails, uploads (sent emails, files sent using Peer to Peer, messaging) and downloads (i.e. music, pictures, films, messaging etc).



Do you have any bonus or recommendations schemes?

We rely very much on customer satisfaction and recommendation to help promote our services, so don't forget to tell your friends if you are pleased with our service and remember that you can get £15 for every new sign up that is on your recommendation: We will credit your account with £15 as a small thank you for recommending our ADSL service! All you need to do is give your username (as used in the members area login) to your friends/colleagues so they can enter it in the referred by section when placing their ADSL order. Once activated with ADSL we will then credit your account with £15 for each recommendation!

8mbit Specific Questions

Can I get 8mbit broadband?

We have released 8Mb on a national scale on April 3rd, 2006! So far all exchanges but 57 have been upgraded. You can safely order now knowing you will be able to upgrade later once your exchange gets upgraded (subject to your line quality).



Can I get 24mbit broadband?

We are currently in talks with suppliers about introducing a 24mbit product. So watch this space!



What equipment will work with 8Mb?

The following equipment has been tested OK up to 8mbit speeds.

Voyager 2100 Wireless Router
Voyager 240 ADSL Router
Voyager 105 USB ADSL Modem
Actiontech GT701-WG with firmware: 301054gt701wg
Cisco 828
Cisco 837
Cisco 1701
Cisco 1721
Cisco 3725
Cisco 2610XM
Cisco 2611XM
Cisco 2620XM
Cisco 2621XM
Lucent CellPipe 20A
Lucent CellPipe 20H
Zyxel 660H / (W)
Zyxel 792H
Billion 7402VGP VoIP/802.11g Wireless Router

We expect most high quality ADSL devices will work fine assuming they support 8mbit connections.

As we receive feedback from customers more equipment will be added to this list.



Can I upgrade to 8Mbit?

Yes, you will be able to upgrade to 8mbit broadband once your exchange is enabled, upgrades are FREE (subject to positive line test results).



Can I move from my current ISP to freedom2surf 8mbit broadband?

Yes! As long as your exchange is enabled for 8mbit you will be able to migrate to freedom2surf 8mbit broadband free of charge! N.B. The MAX Service can only be installed subject to line quality.

This service will be on a monthly contract.

To migrate to freedom2surf 8mbit broadband please click here.



What speeds can I get?

If you have ordered a Cascade product then your service will be activated at the highest possible speed your line is able to support. This will be determined by line tests when your order is placed. The maximum download speed is 8Mbits and the maximum upload speed is 448kbits, unless you purchase our top Pro package which features an upload of 832kbits.

ADSL Activation Queries

How long does it take to install?

Approximately 10 working days from the date of order. The actual activation of the equipment can take from a few minutes to a few hours depending on your ability to configure the equipment and whether any extra cabling is required.



Does an engineer visit my house/premises?

No, not under usual circumstances. Your telephone line is converted to ADSL remotely so there is usually no need.

Engineer visits would only be required if you were having an ISDN line converted to ADSL, or you were having a simultaneous provision of a new telephone line and ADSL, or a technical problem occurred that required an engineer to visit your premises.

All the Pure IP Wires Only and Connect products are self-install options which require you to purchase your own hardware. The hardware can either be purchased from us when you place your order or from a 3rd party. You will need either an ADSL modem or an ADSL router. The modem is normally for a single PC where as the router allows you to connect more than one PC.



Once I have placed an order how will I know when my line is converted to ADSL?

Once you have placed an order you will receive an acknowledgement via email. We will then contact you within five working days to inform you of the progress with your order. Your telephone line must be connected to an ADSL enabled BT exchange, it must also be of suitable quality to carry the ADSL frequencies and no more than 6km from the exchange for 1024k connections or 3.5km from the exchange for the 2048k. 512k ADSL services do not have a specific limit and so anyone with a single BT line connected to an ADSL enabled exchange can potentially have this service although customers should be aware that poor quality lines can produce a reduced quality ADSL service. Please see our section `*Important Note re ADSL Connectivity Issues*`.

Where the line speed is advertised as "MAX", we will run your ADSL as fast as your individual line can technically support while remaining reliable. This can be any speed up to 8Mb. Once we have received your order a line test is carried out to see if your line has all the necessary requirements for the order you have placed. These results are generally produced within 5 working days and an email will be sent confirming the results and if positive the activation date.



What do I have to do once you have confirmed an activation date?

You will need to purchase an ADSL modem or ADSL Router, plus microfilters. You may purchase these from freedom2surf on subscribing to the Service (microfilters are NOT supplied separately these can only be purchased with a router or modem). You will then need to configure the equipment on the day of activation (if there is a delay in receiving your hardware then just connect the equipment when you are ready as your telephone line will continue to operate as normal until you have connected your ADSL hardware). Follow the instructions that come with your hardware and configure the equipment with the relevant `Installations Details` we have supplied in the `Appointed` or `Completed` email. Once configured you will be able to see if you have a successful connection. If you experience problems then you will need to contact the support team.



How difficult is "self install"?

About as difficult as installing a printer. Simply plug your modem/router into your microfilter and install the drivers. If you experience any problems our support team are on hand to help.



Can I connect more than one computer to your service?

Yes.



When should I buy my hardware/When will you deliver my hardware?

If possible we would recommend you wait until we contact you with the results of your line test. If you have purchased the hardware from freedom2surf we will dispatch your modem or router after we have received confirmation of your line test results. We deliver by Royal Mail Recorded or Special Delivery and it will be necessary for someone to sign on the day your modem or router arrives. If there is nobody available then a card will be left requesting you to collect the parcel at the nearest post office collection point.

N.B.
The vast majority of our customers enjoy a high quality service but occasionally some telephone lines develop a fault or prove unsuitable for ADSL once the service has been activated. ADSL is not a guaranteed service, although we will endeavour to support the service you have ordered technical issues may occur on some lines that will cause connectivity problems. If the fault proves unrepairable then on rare occasions the service will be withdrawn.On these occasions a refund will be offered for the service you have paid for (backdated to when the current fault was first logged) but not for the equipment /software purchased to access the service. In light of the above we suggest that you do not buy expensive equipment to access your new service until you are happy the service is operating successfully. Once you have a confirmed activation date you should arrange to purchase an ADSL Modem/Router of your choice. N.B. If you purchase your equipment from freedom2surf and your service fails to function successfully and we confirm that the service must be withdrawn we can offer a refund on receipt of this undamaged equipment. We CANNOT offer compensation on equipment/software purchased from another supplier.



What do I need to get connected?

You will need a PC with a spare USB port or with an Ethernet port, a credit card (to pay for the service) and a BT Telephone line. You will also need either:

An ADSL ethernet Router + a Microfilter for each phone socket connected to the enabled ADSL phone line.

An ADSL USB Modem + a Microfilter for each phone socket connected to the enabled ADSL phone line.

Routers are usually used where you have more than one computer connected to the Internet; for example in an office setting. A USB modem is the option you generally use if you have one computer only accessing the Internet connection.

ADSL Product Related Questions

Do you supply Datastream, IPStream or LLU Services?

We supply both Datastream, IPStream and LLU Services and your circuit will be installed using either one of the above networks.



What is the difference between the 512k, 1024k and the 2048k packages?

This is the potential speed at which you could download data. The greater the number the greater the download speed.



What is the difference between Pure IP 512K Home User, Connect Lite, Connect Home and Connect Plus?

The Pure IP 512K Home and Connect Plus is an unmetered service i.e there is no cap on the amount of data transferred per month all for a confirmed fixed price. The Connect Lite and Connect Home are capped services that can run at up to four times the speed of the Home 512K service if your telephone line is of high enough quality to allow a 2048K service to be installed but there is a cap on the amount of data you can transfer per month. Connect Lite has a data transfer limit of 2 Gig per month, Connect Home has a data transfer limit of 10 Gig per month. All the above are contended at 50:1 and have the same upload speed of 256 kbs. If you do choose to purchase the Connect Lite or Connect Home Service then you may purchase an extra 1 Gig of data transfer capacity (via the Members Area) if you find you have used your monthly quota. N.B. The Connect Lite and Connect Home are not metered between the hours 1am to 6am.



Can I regrade my service to another adsl product?

Yes, you may regrade your service once it has been activated and we have commenced billing you for the service. To regrade your service log into the Members Area and select the `Regrade Option` in the adsl details section. You will then see a list of services that you may regrade to with their respective monthly costs, regrades are FREE. Select the service you would like to regrade to by clicking on the word `BUY'



Will I experience any downtime during the regrade process?

In normal circumstances there should be very little or no downtime at all.



How long does a regrade take?

Once you have placed your order the Regrade will normally take place 5-10 days later. We will notify you using your 'Purchase Contact' email address as soon as we have a confirmed Regrade Date. If you are regrading to a product with the same speed then the regrade is normally instant.



Can I cancel a regrade order?

You may cancel your regrade order by contacting the Broadband Admin Department on 0870 2423758 then select Option 2 then Option 1 Monday - Friday 0900 - 17:30. We require at least one working days notice prior to the regrade taking place. N.B. If you have chosen to regrade to a product that has the same speed then the regrade will take place instantly and cannot be cancelled, you would need to place another regrade order back to the original product.

All other regrades normally occur within 5-10 days. We will email you as soon as the regrade has Completed (sometimes we are able to provide provisional dates prior to the Completed Regrade date).



Can I use a top level domain name with your service?

Yes, we can provide you with a top level domain although there will be an additional charge - please see domain name section for details http://www.freedom2surf.net/domainname.



Will I have any problems using the ADSL service on business lines that come into an internal office phone system?

Yes. ADSL will only work on a standard single BT phone line.



Is Redcare Compatible with ADSL

Yes but only if we supply the ADSL over IPStream or Datastream networks, it is not compatible with LLU networks, therefore if you have Redcare we strongly advise you to contact our Sales team to enquire which network we use at your local exchange.

Payments & Cancellations

How long is my contract?

All the Pro packages have monthly contracts. Cascade Start and Lite have a minimum 6 month contract, and Cascade Home and Plus have a minimum of 3 months. The contracts will convert to monthly once the minimum contractual period has elapsed. You may cancel the service online via the Members Area, or contact us by fax or post expressing a wish to discontinue the service. We require two weeks notice prior to the commencement of your next term/monthly contract. (N.B. if you still have a contractual obligation left on your contract, you will be liable for the remaining fees).



Where can I find the Terms & Conditions?

The ADSL terms and conditions from 16th December 2008: Terms & Conditions prior to 16th December 2008: Terms & Conditions



Where can I find your AUP?

Our AUP acceptable use policy from 2nd April 2008: Acceptable Use Policy prior to 2nd April 2008: Acceptable Use Policy



How do I pay for the service?

We require a credit or debit card for the initial months payment and then if required you may select to pay by direct debit (please see the direct debit option on the Members Area once you have subscribed for the service) . You will be billed in advance for the term selected, this can be monthly, quarterly or yearly. Your card will be debited automatically each term (this is the term you have chosen when purchasing the ADSL service) unless you wish to discontinue with the ADSL service. You may pay by cheque but we only accept annual payment in advance with this method.



When will the first payment be due?

Your card will be authorised on the day of order but will not be debited until the confirmed "Activation Date". If your line cannot be ADSL enabled then your order will be cancelled and you will not be charged for this service.



Where can I find copies of my invoices/ statements?

You will find copies of your invoices/ VAT receipts and statements in Members Area.



Are there any additional or hidden costs?

No, we try to clearly describe in our broadband packages the ongoing monthly cost, setup fees and the cost of hardware if you have chosen to buy a router or modem. Optional costs would be added if you require more than one IP address or require top level domain name services. Variable costs may be incurred if you exceed your capacity quota - for Cascade Start, Lite and Home customers. Time to time we may write to heavy users advising them of they usage in line with the standard charges for additional capacity at a rate of £0.99 per 1GB over their quota limit and for Cascade Plus at a rate of £6 per month for a boost to a maximum quota of 100GB.



Will there be any call charges?

There will be no call charges for your Internet use. You should expect to receive bills from BT for your line rental and from the assigned Carrier for your voice calls.



If the line test fails, will I be charged?

No. We do not bill until activation date.



How do I cancel the service?

You will need to cancel online via the Members Area, or send a signed letter or fax to freedom2surf confirming that you wish to cancel this service. We require two weeks notice prior to the commencement of your next term/monthly contract.



Can I Migrate Away?

• f2s follow the Migration Code of Practice.
• We will provide a MAC key at no charge to any customer within 5 days of request.
• To obtain a MAC code simply call 0870 242 3758. or email cancel@f2s.net stating that you want to migrate away and also including your account details (account number, phone number, name and address).
• There is no charge for provision of a MAC code.
• All MAC keys, whether they start with BBIP, BBDS, FTIP or with an L are all equally valid.
• f2s can accept all MAC codes in and all are dealt with and charged the same (at present).
• There will be a short period of downtime on the day of migration which is outside of our control.
• Once a MAC key has been distributed, it is valid for 30 days from the issue date.
• If a MAC code is not used it simply expires and all services will continue and continue to be billed. Issuing a MAC code is not a request to cease service.
• All outstanding balances must be paid in full, as per the terms and conditions.




Who do I contact with payment queries?

Please call freedom2surf on 0870 2423758.



Moving premises with ADSL/Switching to another telephone line

The important thing to remember when moving premises with ADSL, is that ADSL is attached to the line, thus it cannot be moved. So first you need to cancel any ADSL services no longer required at this address. If you are remaining within the same premises but would like your ADSL to run against a different line then the same applies - you will need to cancel your current service (if no longer required) and place an order against the new line.

To do this, please log into your Members Area and scroll down to the box with the title YOUR NEXT BILLING DATES. Under this you will see a list of billable services that you have under that account. Identify the line that is the ADSL Service that you wish to cancel, and then click CANCEL THIS SERVICE over on the right.

Please then follow the next screen through to its completion. The system will automatically assign a termination date based on how much notice you have given us before your next bill date. Do not worry if the date doesn't suit you as we can typically alter it to be as early as 5 working days if you call us and let us know.

Please note that you need to provide at least 2 weeks notice prior to the last day of your current monthly term to cancel your ADSL service. Without this required notice, we may be unable to cease your service in time, and the service will continue into your next billable month.

If you have paid quarterly or annually, then please contact our billing department afterwards to arrange for credit if you have paid for any months that you will not be using. (N.B. if you have an annual contract you will be liable for the full 12 months service).

Now you need to place an order for your new ADSL Service at your new address\location. This can be done via the Quick Purchase Links section in the Members Area or via the ADSL Home Page (please ensure you update your Contact Details and enter the correct Installation Address on the new order).

IMPORTANT: It is advisable to only submit an ADSL order on a line that is in your name/not subject to any pending contractual change, e.g. change of ownership. When this occurs where ADSL is concerned, then the service can be lost, and we will have to re-provision a new order and you will be liable for any associated charges such as the activation fee.