All prices exclude VAT.
All broadband services are subject to a BT line provisioning test and may be withdrawn if the line is unsuitable.
All broadband packages are a minimum of 12 months contract and are subject to a £75 early cancellation fee.
On services with bandwidth limits, all over usage will be charged at £1.50 per gigabyte.
All broadband packages are subject to a fair use policy.
Support will only be offered on modem configuration if supplied by eZe-Talk.
Our support extends to getting a broadband connection to a common web site. No other site access will be covered.
No personal computer equipment problem solving will be undertaken.
Broadband - Frequently-Asked Questions
We will be updating this page with more details soon but for now Technical Support
is only a phone call away!
Migrating to a new provider? Click here!
First off, it is perfectly feasible for a business to order residential broadband and
residential users to order business broadband. The difference is simply put that business
broadband has a higher priority in terms of data throughput. So, if for example both a
business user and
residential user go to view the
same website at the same time, the business users request would be prioritised over the
residential user.
Q: Why is your broadband more expensive than XYZ provider?
When it comes to broadband we believe that quality is better. Using some cheap broadband
from XYZ could leave you with slow connections, getting thrown off or (in the event of a
fault) leave you without broadband for weeks if not months. However, we give you quality and quantity.
We don't overload the exchanges causing you to get a bad connection. We don't use cheap
hardware causing drop outs. Above all else, you get the normal support package included.
We believe that you our customer should not have the hassle of connection problems.
Q: Why do some service providers charge me a connection fee and others don't?
This is simple, every service provider will have a connection charge, however, the
question is do they tell you there is a connection charge or add a little extra per month
on to your Broadband charge for 12 months? Those providers that tell you there is a
connection charge usually do not have anything that's hidden from you.
Q: Can I use my router from XYZ provider?
Yes you can, however, only certain modems and routers are directly supported. Routers such
as Safecom/Netgear, Draytek Vigor, Linksys and Speed Touch are main stream routers. If you
have another type of modem / router then support may not be able to help if you have a set-up
problem.
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How do you migrate your broadband service or change broadband providers?
In changing providers, you will need to obtain a MAC. (A MAC is an
alphanumeric code usually starting in either BBIP or BBDS followed by a 13 digit
alphanumeric code. BBIP is an IP Stream MAC and BBDS is a Data Stream MAC. More exotic
systems may start with LLLU or other prefixes).Broadband migration works by means of a
migration authorisation code (MAC), which customers obtain from their existing Internet
Service Provider and give to their new provider.
Customers will need to follow three simple steps.
-
First contact their existing ISP and request a MAC.
Make sure you do not request your
ADSL circuit to be ceased.
-
The MAC should reach you within 5 working days. The MAC is then valid for a period of 30
days from the date that it is issued. If you do not use the MAC within the allotted 30 days, you will
need to contact the service provider again and ask them to issue a new MAC.
-
Once you have received your MAC, present it to your new provider. Your new provider will
then process the request / order and inform the customer of the specific install date (typically
this will be between 5-10 working days depending on your provider).
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Q: My existing service provider has issued a MAC starting in BBDS but my new provider
cannot migrate this service, why?
BBDS MAC's are for Data Stream broadband. The majority of UK ISP's use IP Stream to
provide broadband in the UK and you cannot migrate between Data Stream and IP stream.
If you have a Data Stream broadband service the only thing you can do is either cease
your existing service and re-provide with your new ISP (be warned this will lead to at
least 10 days downtime) or install a new telephone line to provision broadband on and
cease your old connection once the new service has been completed.
Q: What happens if my existing provider refuses to give me a MAC?
Your existing service provider cannot unreasonably refuse to issue a MAC, and can only
withhold a MAC if:
- The account holder does not make the request or the account holder is deceased.
- The contract has already been terminated and the connection ceased.
-
The existing service provider might withhold an authorisation code to enforce debt
collection or contractual rights.
Q: How much downtime can I expect when my broadband service migrates?
Typically users should not experience sizeable downtime when migrating. On the day of
migration your existing service will drop at some point during the day. At this time
you will need to reboot your existing router or plug in your new router with your new
connection details provided by your new ISP and away you go.
Remember also on the day,
Technical Support
is only a phone call away!
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The Broadband order form
Please request this form to be emailed or sent out in the post to you.
Broadband is a separate order and contract to your phone line. Some customers have more than one line on their account. Because of this we need your customer details confirming on the broadband order form.
It is perfectly possible and acceptable that the broadband is to be provisioned on a line at a property that is not registered on the customer account. Because of this we ask for installation address and billing address where different.
Our broadband packages are designed to be hassle free.
To fill in the form correctly:
- Fill in the installation address and the phone number to be installed (CLI).
- Fill in the account billing details if different from install details.
- Fill in your account number.
- Select your broadband package.
- If you require enhanced care to your broadband package please tick the box.
- If you require your broadband setting up urgently please tick the 48hour setup box (normal time is 7 working days, this option is not available for migrations).
- Select your hardware (if any).
- If you have been turned down for broadband for a technical reason, please let us know. This will assist us in connecting you.
- If you require the router we supply to be pre-configured, tick the box.
All Broadband packages have the following...
- Minimum of 12 months contract.
- £75 early cancellation fee (including migrations)
- Setup is typically 10 working days unless there is a problem
- Emergency connections are available at additional cost and specification
- A termination fee of £15.75, at any time, even after 12 month to process a cancellation, required by BT. Not applicable if MAC issued.
- All over bandwidth usage is charged at £1.50 per Gigabyte
- All Broadband is at least 10 times faster than dialup unless otherwise advised.
- All Broad Band connections have a £50 connection charge
- All migrations require a MAC code
- All non BT analogue lines will have to be converted prior to BB provisioning. Please phone support prior to placing the order.
- Home contention rate 50:1, business contention rate 20:1 or less