Knowledgebase

What is the minimum contact period?

What payment methods do you accept?

How long will my order take to be active?

Can I place an order over the phone?

Why will I be charged an activation fee?

How much usage do I get each month?

Do you accept LLU MAC's?

Do you traffic shape?

Do you restrict access to any Bit torrents/news sites?

Does the bandwidth allowance count against uploads as well as downloads?

What contention ratio does my service come with?

Do I get email accounts with my broadband service?

Can I use an email address from a different provider?

Is web space included with my broadband service?

Do you provide a back up Dial up service?

Where can I get help on setting up my modem/router?

How is my hardware delivered?

Does the hardware come with a warranty?

What is the hardware returns procedure?

What are the Support hours?

How do I raise a fault?

A BT engineer visited and stated the fault was due to my hardware, what will I be charged?

How do I update my contact details?

How do I update my billing details?

I am moving house, can I take my broadband with me?

How do I cancel my service?

How do I get a MAC?

 

 

 

What is the minimum contact period?
We offer one month rolling contracts on all our broadband services. Some special promotions, such as a free router will require a 12 month contract.

What payment methods do you accept?
We accept the following payment methods.
- Credit/Debit Card
- Standing Order
- Cheque
- PayPal.

How long will my order take to be active?
If you do not currently have an active broadband service on your line and cannot provide a MAC (Migration Authorization Code) you will need to submit a new provision order, this type of order normally completes in 5-7 working days and will incur a £47 activation fee charged by BT.

If you currently have an active broadband service on your line from another provider and have a MAC you need to submit a migration order, this will normally complete in 3-5 working days. Migration orders do not incur an activation fee.

Can I place an order over the phone?
You are welcome to place your order over the phone. Please contact Customer Services who will be happy to assist on 0844 504 2286, option 1.

Why will I be charged an activation fee?
All new provision orders incur an activation fee of £47. This charge is from BT to cover the cost of activating your line for broadband, We pass this on at cost up front rather than tie our customers in to a longer contract period.

If you have a broadband service on your line and have a valid MAC from your current provider you will not be charged an activation fee.

How much usage do I get each month?

Please see our packages to view our inclusive usage allowances.

Do you accept LLU MAC's?
As long as your line rental is still with BT we can accept LLU migration requests. You can place your order online via the web site or over the phone with the Customer Services team on 0844 504 2286.

Do you traffic shape?
We do not shape our traffic.

Do you restrict access to any Bit torrents/news sites?
We do not restrict access to any sites or ports etc.

Does the bandwidth allowance count against uploads as well as downloads?
Bandwidth allowance is counted against downloads only.

What contention ratio does my service come with?
Our up to 8mb broadband packages and our up to 20mb broadband packages have a 50:1 contention ratio.

Do I get email accounts with my broadband service?
Yes, we include 10 emails with 7gb of storage as part of all our packages.
Our email accounts (@xnetbroadband.co.uk) include advanced spam and virus protection with POP3/IMAP and Webmail access. Our accounts fully support Blackberry push email.

Your first account will be created upon purchasing your first product. To create additional accounts please log in to the portal.

Can I use an email address from a different provider?
Yes, you should confirm with the provider that the email account will remain accessible if you change your Internet Service Provider.

Is web space included with my broadband service?
Yes, we offer 2gb web space with unlimited FTP accounts, MySQL databases and Sub domains on all our packages. Please contact Customer Services who will register/active your domain for you on 0844 504 2286, option 3.

Do you provide a back up Dial up service?
Yes we offer a dial up number should you require it. The service is charged as an internet call via your BT phone bill at the standard 0845 'local' call rate per minute. To use the service you must have caller ID enabled on your line. Dial up number: 0845 6021131.

User name/password: enter the same User name and password provided to you for ADSL connectivity.

Where can I get help on setting up my modem/router?
Modems and routers purchased from us will come pre configured and ready for your use. Should you need to replace the configuration or make any changes to the set up, you are welcome to contact the Technical team by phone on 0844 504 2286, option 3 or by email at hello@xnetbroadband.co.uk who will be happy to help.

If you purchased your modem/router elsewhere the Support Team will endeavour to help you as much as possible but may need to refer you to the manufacturer.

How is my hardware delivered?
Hardware is usually delivered via Business Post Courier or Royal Mail, both are on a Next working day basis. Please note we will endeavour to have your hardware delivered to you prior to the activation of your broadband however we cannot be held liable in the event of a late delivery due to courier/Royal Mail failures.

Does the hardware come with a warranty?
All our supplied hardware is covered by a 12month manufacturers warranty.
The warranty will be void in the event of damage caused by;
Flood, fire, humidity, spillage, damage caused by human interference e.g. broken casing, cigarette burns, or if the casing has been opened in anyway.

What is the hardware returns procedure?
Please contact the Support Team by phone on 0844 504 2286 or by email at hello@xnetbroadband.co.uk before returning any hardware.

All original contents should be included unless otherwise directed by a member of the Support Team.

Remember to place a note in the box with your name, line number and address and a brief description of the fault so that we can process the return efficiently.
Please ensure you wrap the box in paper/suitable bag to limit the damage to the outer box. If the outer box is excessively damaged or defaced you may not receive a refund where applicable.

What are the Support hours?
Monday to Friday - 7am until 12am
Saturday - 9am until 11pm
Sunday - 10am until 5pm
24 hour email support is available at hello@xnetbroadband.co.uk.

How do I raise a fault?
You may raise a connection fault with us by calling our Technical Team on 0844 504 2286, option 3.

A BT engineer visited and stated the fault was due to my hardware, what will I be charged?
BT charge £144 for an engineer visit when the fault has been found to be caused by the customers hardware, filters or non BT-maintained cable/sockets.

How do I update my contact details?
You can update your details via the Customer Account Portal or email the Support Team (hello@xnetbroadband.co,uk) the details you need changing with your name and line number and we will make the necessary changes for you.

How do I update my billing details?
To update your billing details please call the Customer Services team on 0844 504 2286, option 4.

I am moving house, can I take my broadband with me?
Currently you cannot transfer a service from one premises to another. Instead you will need to place a new provision order once the BT line has been installed and registered in your name. You should also request a cease order for the broadband at the old premises to complete the day you move house.

We can transfer your broadband log in details to the new account so you should not need to reconfigure your hardware, all email accounts will remain active and registered to you. Please note that all new provision orders incur the £47 activation fee charged by BT.
BT have introduced a Simultaneous Provide service which means you can have the ADSL installed the same date as the BT line is installed. You will need to request this at the time of placing the new line order with BT, they will provide you with a Start or CSS reference and the appointment date, once you have this please contact the Support Team to have an ADSL order submitted to match the line installation by phone on 0844 504 2286, option 1.
Please note: We need at least 5 working days notice to successfully process a Simultaneous Provide order. BT do not guarantee this type of order therefore should the order fail for any reason there is no escalation procedure and a new provision order will need to be submitted in its place. Simultaneous Provision orders still incur the £47 activation fee.

How do I cancel my service?
Please send an email to cancellations@xnetbroadband.co.uk detailing your User name, Line number the broadband is installed on, Address and the date you would like the service ceased we will then make the necessary arrangements for you.

Alternatively if you do not have access to email please contact the Support Team on 0844 504 2286, option 1.

How do I get a MAC?
Please send an email to cancellations@xnetbroadand.co.uk detailing your user name and line number and why you are requesting your MAC, this will then be generated and sent to your contact email address on file. Alternatively if you do not have access to email please contact the Support Team on 0844 504 2286.

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