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General Broadband Questions
General Broadband Questions
What is Broadband?
Broadband is high speed Internet access that is permanently connected and allows both Internet and telephone calls to take place simultaneously on the same land line.
Why can I get the 512k Tiscali service but possibly not the 1Mb or 2Mb Broadband service?
There are a few reasons why you may not be able to get 1Mb or 2Mb broadband on your line; you may live too far from the exchange, the quality of your telephone line may be poor, or the line capacity may not allow you to receive a higher speed service. Unfortunately there is no solution if you live too far from the exchange or if your line quality is poor. We are, however, working to improve your line capacity and will resolve this in the coming months. In the meantime, you should be able to receive a 512K service.
Why can some lines receive the service when others can't??
There are a number of factors that will determine whether you will be able to take advantage of Tiscali Broadband.
1. Your local exchange will have to be upgraded to provide Tiscali Broadband services.
2. To receive Tiscali Broadband you will also have to be within a certain distance from an enabled exchange (customers will typically need to be located less than 3.5 km from the exchange).
3. You will need to pay for standard phone line rental, billed for by BT or most other providers (e.g. Talk Talk, Post Office, etc). However, if this line is with a provider other than BT, you may not be able to take our products together with a Tiscali Talk package. We cannot supply any Tiscali services on a line provided by NTL or Telewest.
There are a number of less common services that have compatibility issues with Tiscali Broadband which means you can not take the service if you have one of the following:
What do I get when I sign-up??
In order to receive the a broadband service you will need specific broadband hardware which is included free in the Tiscali installation pack. The installation pack includes the following items:
What is a Broadband modem??
A broadband modem is hardware which allows you to get connected to the Internet. This is essential in order to receive broadband. Tiscali will send you a free USB modem. A dial up modem will not work for broadband.
What are the terms and conditions of Tiscali Broadband??
The terms and conditions of Tiscali Broadband can be viewed by clicking here.
What is the procedure if I want to move house??
If you are moving your Tiscali Broadband service to another phone number or address you must submit your new details to us so that we can transfer broadband to your new line/address. To submit your new details click here.
Please note that if you are moving to a property and will have a different phone number for broadband, the process of transferring the service will take up to 10 working days. However, if you are keeping your existing phone number the process of transferring the broadband service will take up to 20 working days. This process is reliant on BT has they have to physically transfer the service by sending an engineer to your local exchange .We will not charge for moving your broadband service to another premises/telephone number.
How can I contact Tiscali if I continue having problems with my broadband service??
You can contact us by telephone, email or letter. Click here for our contact details.
How can I protect my computer from getting a virus? Has my computer been infected??
It is very important to have Anti-Virus software on your computer. If your computer is infected by a virus this could lead to email problems, intermittent connection and an array of other problems. Sometimes it is not obvious that your computer is infected, instead you might think its a problem with your Internet Service Provider. If you feel you might have a virus problem, click here for basic troubleshooting and advice. If you would like to purchase Anti-Virus, Anti-Spam or Firewall software, click here.
If I cancel my broadband account how long will it take for my line to be released??
It will take approximately 10 to 15 days to release your telephone line. This is because a BT engineer will need to go out to your local exchange to physically disconnect your line from the Tiscali network and to restore the original configuration of your line.
What is Broadband?
Why can I get the 512k Tiscali service but possibly not the 1Mb or 2Mb Broadband service?
Why can some lines receive the service when others can't?
What do I get when I sign-up?
What is a Broadband modem?
What are the terms and conditions of Tiscali Broadband?
What is the procedure if I want to move house?
How can I contact Tiscali if I continue having problems with my broadband service?
How can I protect my computer from getting a virus? Has my computer been infected?
If I cancel my broadband account how long will it take for my line to be released?
Click here to return to Broadband FAQs.
Why can I get the 512k Tiscali service but possibly not the 1Mb or 2Mb Broadband service?
Why can some lines receive the service when others can't?
What do I get when I sign-up?
What is a Broadband modem?
What are the terms and conditions of Tiscali Broadband?
What is the procedure if I want to move house?
How can I contact Tiscali if I continue having problems with my broadband service?
How can I protect my computer from getting a virus? Has my computer been infected?
If I cancel my broadband account how long will it take for my line to be released?
Click here to return to Broadband FAQs.
What is Broadband?
Broadband is high speed Internet access that is permanently connected and allows both Internet and telephone calls to take place simultaneously on the same land line.
Why can I get the 512k Tiscali service but possibly not the 1Mb or 2Mb Broadband service?
There are a few reasons why you may not be able to get 1Mb or 2Mb broadband on your line; you may live too far from the exchange, the quality of your telephone line may be poor, or the line capacity may not allow you to receive a higher speed service. Unfortunately there is no solution if you live too far from the exchange or if your line quality is poor. We are, however, working to improve your line capacity and will resolve this in the coming months. In the meantime, you should be able to receive a 512K service.
Why can some lines receive the service when others can't??
There are a number of factors that will determine whether you will be able to take advantage of Tiscali Broadband.
1. Your local exchange will have to be upgraded to provide Tiscali Broadband services.
2. To receive Tiscali Broadband you will also have to be within a certain distance from an enabled exchange (customers will typically need to be located less than 3.5 km from the exchange).
3. You will need to pay for standard phone line rental, billed for by BT or most other providers (e.g. Talk Talk, Post Office, etc). However, if this line is with a provider other than BT, you may not be able to take our products together with a Tiscali Talk package. We cannot supply any Tiscali services on a line provided by NTL or Telewest.
There are a number of less common services that have compatibility issues with Tiscali Broadband which means you can not take the service if you have one of the following:
- ISDN/HomeHighway
- Another Broadband service still on your line
- Red Care Alarm system
- Subscriber Private Meeting
- 30K loop
- Private Services
- Copper Wideband Servicing Sections
- CWss 2 or 3 pair
- Featurenet 5000 services
- Private Exchange Branch Lines
What do I get when I sign-up??
In order to receive the a broadband service you will need specific broadband hardware which is included free in the Tiscali installation pack. The installation pack includes the following items:
- A Broadband Modem
- Two Broadband Filters (see here for details)
- USB data cable to connect to your computer
- RJ11 cable to connect to your Broadband filter
- CD Installation Software
- Set-up instructions
What is a Broadband modem??
A broadband modem is hardware which allows you to get connected to the Internet. This is essential in order to receive broadband. Tiscali will send you a free USB modem. A dial up modem will not work for broadband.
What are the terms and conditions of Tiscali Broadband??
The terms and conditions of Tiscali Broadband can be viewed by clicking here.
What is the procedure if I want to move house??
If you are moving your Tiscali Broadband service to another phone number or address you must submit your new details to us so that we can transfer broadband to your new line/address. To submit your new details click here.
Please note that if you are moving to a property and will have a different phone number for broadband, the process of transferring the service will take up to 10 working days. However, if you are keeping your existing phone number the process of transferring the broadband service will take up to 20 working days. This process is reliant on BT has they have to physically transfer the service by sending an engineer to your local exchange .We will not charge for moving your broadband service to another premises/telephone number.
How can I contact Tiscali if I continue having problems with my broadband service??
You can contact us by telephone, email or letter. Click here for our contact details.
How can I protect my computer from getting a virus? Has my computer been infected??
It is very important to have Anti-Virus software on your computer. If your computer is infected by a virus this could lead to email problems, intermittent connection and an array of other problems. Sometimes it is not obvious that your computer is infected, instead you might think its a problem with your Internet Service Provider. If you feel you might have a virus problem, click here for basic troubleshooting and advice. If you would like to purchase Anti-Virus, Anti-Spam or Firewall software, click here.
If I cancel my broadband account how long will it take for my line to be released??
It will take approximately 10 to 15 days to release your telephone line. This is because a BT engineer will need to go out to your local exchange to physically disconnect your line from the Tiscali network and to restore the original configuration of your line.
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