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Metronet Broadband FAQ

Summary:
Answers to the most common questions about Metronet's broadband service.

Here are answers to the most common questions relating to broadband. If you have a question about Metronet's broadband services, it's worth checking here before contacting our support team.

Broadband


  1. What is broadband?

  2. What are the benefits of broadband?

  3. How does broadband work?

  4. Do I get hardware with my Metronet broadband?

  5. Is broadband compatible with Apple Mac or Linux?

  6. Can I use my PlayStation/XBox with Metronet's broadband service?

  7. Do you offer reseller discounts or loyalty benefits?

  8. What is the minimum contract period?

  9. What notice must I give to cancel my broadband service?

Obtaining broadband


  1. How long does it take to get broadband?

  2. Do you send me a CD to access your service?

  3. Can an engineer come and configure everything?

Technical questions


  1. What is contention?

  2. How can I tell what broadband speeds my telephone line will support?

  3. What is NAT and no-NAT?

  4. How many IP addresses do I need?

  5. How many IP addresses can I have?

Using Metronet broadband/Troubleshooting


  1. Can I use a VPN (IPSec/PPTP/IP-SKIP/etc) with my broadband connection?

  2. What can I use to keep track of my data usage each month?

  3. Why can't I log into the Metronet Member Centre, or read my invoices?

  4. What do I do if I have lost my Metronet account password?

  5. I used the Windows XP broadband wizard, why can't I get online?

Other services


  1. How do I get email with my Metronet service?

  2. Can I still access my old email addresses?

Miscellaneous questions


  1. Do all prices include VAT?

  2. Do you support connection sharing?

  3. What happens if I move house?

  4. How much will it cost if I want to change my service?

Broadband

1. What is broadband?


Broadband is a technology that uses a standard BT telephone line to provide high speed Internet access. Broadband supports download speeds from 512kbps up to 2Mbps or higher, which is many times faster than a dial-up modem.

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2. What are the benefits of broadband?


Some of the universal benefits of broadband are:


  • Download speeds from 512kbps to 2Mbps (upload speed is normally 256kbps).

  • Faster web and email access.

  • Use Internet features that only work with fast connections - like watching videos and music, downloading software.

  • No Internet call charges.

  • 24/7 'always on' access.

  • You can use the telephone for calls at the same time as you use your Internet connection.

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3. How does broadband work?


Broadband uses a high frequency signal over your telephone line to connect to the Internet. The broadband signal works at a higher frequency than your telephone, so you can make calls on your telephone and use your broadband service at the same time.

To ensure that phone and broadband services don't interfere with each other, a small device, called a microfilter must be fitted. There should be a microfilter between your broadband equipment and any other telephone equipment that shares the line.

Note that broadband doesn't work with certain telephone services, such ISDN (Home/Business highway), Private Circuits, or PBX Lines.

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4. Do I get hardware with my Metronet broadband?


No, we currently don't supply hardware with our service. Low cost hardware is now widely available from either high street electrical stores, or computer suppliers. All broadband hardware sold in the UK should be compatible with our service. As well as your broadband hardware, you will require a number of microfilters depending on your home setup (usually only one is required).

Remember to check that your computer meets the minimum requirements of any hardware that you purchase - if your computer is quite old, you may find that it won't work with the latest broadband hardware.

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5. Is broadband compatible with Apple Mac or Linux?


Yes. Our broadband service does not place any particular requirements on the Operating System (whether you run Microsoft Windows, MacOS, Linux, etc) or what hardware or software your computer uses.

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6. Can I use my PlayStation/XBox with Metronet's broadband service?


Metronet's service is perfectly compatible with gaming consoles that have been designed for online gaming. Read our dedicated guides to setting up your PlayStation 2 and Xbox gaming consoles with broadband.

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7. Do you offer reseller discounts or loyalty benefits?


No. We don't currently offer discounts or reward schemes for customers.

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8. What is the minimum contract period?


We don't force you into long term contracts, all our packages have a minimum contract period of just 30 days.

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9. What notice must I give to cancel my broadband service?


We require 10 days notice to cancel your broadband service.

If you want to cancel your service please contact our Customer Options Team on 0845 140 6002. Lines are open on weekdays (except Bank Holidays) between 9.00am-5.30pm.

Note: we can't reply to cancellation requests made by Ticket. Please contact our Customer Options team by phone, who will be able to deal with your query.

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Obtaining broadband

10. How long does it take to get broadband?


Providing there are no problems with your application or the engineering work required at your local exchange, installations take about seven to ten days.

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11. Do you send me a CD to access your service?


No. A CD is not necessary to use Metronet's service. You will however need to install any drivers that come with the broadband equipment. If they are required, you should receive the setup CD with your hardware.

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12. Can an engineer come and configure everything?


No, it wouldn't be possible to provide an installation service without it greatly increasing the cost of the service. Setting up broadband is usually quite easy, you certainly don't need to be a computer expert.

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Technical questions

13. What is contention?


Read the Beginner's Guide to Contention for an explanation.

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14. How can I tell what broadband speeds my telephone line will support?


BT's broadband checker provides a good indicator of the broadband speeds available to you on your telephone line. If you already have broadband and want to check the quality of your line, you can run a speed test.

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15. What is NAT and no-NAT?


NAT (Network Address Translation) enables you to have multiple PCs and devices on your network connected to the same broadband connection with only one Internet address (IP address). NAT also provides some security benefits as it makes the computers on your network invisible to other Internet users.

If you have a modem connection and only wish to connect a single computer to broadband, a NAT connection will allow you to do this. If you wish to allow access for several computers via a NAT/modem connection, then connection sharing software that supports NAT will be required on the computer connected to your modem.

In contrast, no-NAT provides you with a range of public IP addresses. These allow you to host services on your network that other Internet users can access. No-NAT does not have the security benefits of NAT, as anyone on the Internet may make connection attempts to the computers on your network. If you are interested in this option then you must secure your network with a firewall.

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16. How many IP addresses do I need?


You only need more than one IP address if you intend to operate computers that will be accessed by other Internet users. You don't need more than one IP if you simply want to connect several computers to the Internet. NAT (see above) permits many computers to share a single IP address.

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17. How many IP addresses can I have?


We can allocate you any number of IP addresses and all our accounts come with at least one static IP address as standard.

If you require 8 or more IP addresses we will request detailed information from you regarding their usage for approval by RIPE (RIPE are the European body that governs the allocation of IP addresses).

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Using Metronet broadband/Troubleshooting

18. Can I use a VPN (IPSec/PPTP/IP-SKIP etc.) with my broadband connection?


Yes.

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19. What can I use to keep track of my data usage each month?


We provide you with the usage statistics that we use to bill you.

To view your usage stats:


  • Login to the My Account section of the Metronet Member Centre.

  • Click 'View details' next to the relevant broadband service.

  • Click 'View usage stats' link.

Read the Broadband Traffic Graphs guide for help interpreting the stats.

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20. Why can't I log into the Metronet Member Centre?


You may be using the wrong username and password - ensure you are using your Metronet account's username and password, not your broadband service's username and password.

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21. What do I do if I have lost my Metronet account password?


Use the Lost Password tool to regain your password.

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22. I used the Windows XP broadband wizard, why can't I get online?


The broadband wizard in Windows XP is designed for use in countries that use a different form of broadband (PPPoE, rather than PPPoA that is used in the UK). Please consult your broadband hardware manual on how to configure for a PPPoA connection.

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Other services

23. How do I get email with my Metronet service?


Our basic broadband service is provided without extras such as email and webspace, because many customers do not need these, and don't wish to pay for what they don't need.

You can activate a mailbox email service through the Metronet Member Centre for £8.81 per year (inc. VAT).

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24. Can I still access my old email addresses?


Yes. If you still have active email services from previous providers, you can still access these. You will need to contact your email provider to confirm that your email service will be maintained and will be accessible from your Metronet connection.

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Miscellaneous questions

25. Do all prices include VAT?


Yes.

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26. Do you support connection sharing?


We are more than happy for you to do connection sharing in a home or office environment. If you plan on running a public access point, regardless of whether it's a subscription service or a 100% open free Internet connection, you must make sure that you have a firewall in place that prevents abuse of your connection. This is because you have no control over and do not maintain the computers that will be connecting to your network and they could violate our AUP which in turn could mean you end up finding your connection being disabled.

We expect you to firewall outgoing traffic and put measures in place to monitor and enforce your AUP in addition to our AUP.

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27. What happens if I move house or office?


You can move your broadband to a different address or telephone number, without losing any of your existing details. When you move, you need to pay for the activation of your broadband service again. The good news is that we will pay this cost for you if you keep your broadband service with us - Moving House or Office

Moving your broadband takes approximately 7 to 10 days, longer if you are keeping your telephone number. You must be the registered BT bill payer for your new telephone line and the line must be active. You need to pay with a credit or debit card.

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28. How much will it cost if I want to change my service?


Speed changes

You can change to a new service with a different download speed (e.g. PAYGo 500 to PAYGo 1000) for a one-off fee of £14.99 inc. VAT.

Non-speed changes

You can change to a new service with the same speed (e.g. from PAYGo 2000 to SOHO 2000) for a one-off fee of £5.99 inc. VAT.

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