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Superfast Broadband FAQs


What is Superfast Broadband?

Superfast Broadband uses a system called Wholesale Broadband Connect FTTC (Fibre to the Cabinet) to provide a high speed ‘fibre optic’ connection over existing BT phone lines.

Fibre to the Cabinet connects telephone exchanges to green street cabinets using fibre optic links. The link between the cabinet and your property is normally a copper line.

Using the latest technology, the service will automatically provide you with the fastest broadband speed your phone line can physically support, up to a maximum of 76Mbps (downstream) and 19Mbps (upstream).

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What is the stabilisation period?

This is a 10 day period from when you first connect to Superfast Broadband, i.e. login and use the internet for a period of more than 15 minutes.

During this period your line is automatically attempting to establish its maximum stable rate. You may notice some variations in speed and your connection may be intermittent at times whilst your maximum line rate is established.

During this stabilisation period we recommend disconnecting and reconnecting if your line is unstable. This will ensure your line rate is set at its optimum level.

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What are the benefits of Superfast Broadband?

You will notice a greater quality and reliability when running multiple tasks and faster speeds when uploading and downloading large files, streaming music or video, sending and receiving large emails and when there are multiple users on the one connection.

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What speed can I expect on Superfast Broadband?

The service will automatically provide you with the fastest broadband speed your phone line can physically support, up to a maximum of 76Mbps (downstream) and 19Mbps (upstream).

The actual speed you will receive depends on a number of factors:

There are also other things that can affect your connection speed – such as the length and quality of any phone wiring extensions in your home or office and the speed of your company network (LAN).

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Will Superfast Broadband run at it’s maximum speed all the time?

Your speed may change throughout the day. It may slow down during peak times or when other broadband users connect to the same exchange as you.

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What does Superfast Broadband cost?

Full details on all our products are available by clicking here.

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What is the installation process?

When you place an order for Superfast Broadband an appointment is normally required for an Openreach engineer to visit the premises to carry out the installation.

As part of the installation the engineer will fit an adaptor to the BT master socket (NTE5) faceplate.

The engineer will also supply a free Openreach modem. The modem connects to the adaptor on the BT master socket.

You will also require a router compatible with Superfast Broadband (many existing broadband routers will not work).

The routers we supply are compatible. However other options are available.

For guidance please contact your IT department or call Customer Services on 01326 456 006.

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Can I use my existing router / modem?

On the day of installation the engineer will supply a free Openreach modem. The modem connects to the adaptor on the BT master socket (see above).

You will also require a router compatible with Superfast Broadband (many existing broadband routers will not work).

The routers we supply are compatible. However other options are available.

For guidance please contact your IT department or call Customer Services on 01326 456 006.

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Is Superfast Broadband available in my area?

To check availability in your area please click on the link below and enter your telephone number in the box provided. If you do not have a telephone number, please select the Address Checker or the Postcode Checker.

Check Availability

Please note to use our service ‘WBC FTTC’ must be enabled on your Exchange.

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What DNS Servers should I use?

Routers are normally configured to pick up DNS settings automatically. However the following DNS Servers may be entered manually:-

Primary 89.145.254.78
Secondary 94.30.127.100

In addition you may also use Google Public DNS (e.g. when Troubleshooting browsing issues).

Primary 8.8.8.8
Secondary 8.8.4.4

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