Online Support Centre

Broadband frequently asked questions

 

  1. What is broadband?
  2. What are the benefits of Madasafish broadband?
  3. Why should I choose Madasafish broadband?
  4. Is Madasafish broadband available in my area?
  5. What if I do not have a phone line? Can I still get Madasafish broadband?
  6. Will I need to change my phone number?
  7. I already have a broadband service with another ISP, can I change it over to Madasafish broadband?
  8. Can I still use my phone as normal?
  9. Will I still be able to use Call Waiting and my other BT services?
  10. Can I have Madasafish broadband installed on my ISDN2 or Home/Business Highway line?
  11. Will my broadband service work with an extension cable?
  12. Is there anything I can't do on Madasafish broadband that I can do on my normal analogue modem connection?
  13. What happens to my broadband connection if I move house?
  14. What if I want to cancel my broadband subscription?
  15. How will I be billed?
  16. Is there a minimum contract period?
  17. Will I still have to pay for my phone calls?
  18. Will broadband work with my current computer?
  19. What is a microfilter?
  20. Can I use my own broadband modem or do I have to use the one supplied by Madasafish?
  21. Can I run a web or mail server?
  22. What is a dynamic IP address?
  23. Can I have a static IP address?
  24. Are any ports blocked?
  25. Can I connect a number of computers to the Madasafish broadband service?
  26. What is bandwidth contention?
  27. How long does it take to get broadband?
  28. What does it mean by self-install?
  29. How do I install Madasafish broadband?
  30. Will I be without a broadband service whilst I switch over?
  31. My current provider won't give me a MAC Key! What can I do?
  32. My current connection is 512Kbps, when I migrate to you will I have to pay a regrade fee to get higher speeds?

     

     

 

1. What is broadband?

Madasafish broadband provides high-speed Internet access using your normal telephone line. It works by splitting your existing telephone line signal into two frequency ranges, one for normal voice calls and the other for data use for Internet connectivity.

The asymmetric nature of the line means that data can travel faster downstream (from the Internet to your PC) than upstream (from your PC to the Internet). This makes it particularly suitable for applications where you expect to receive more data than you transmit such as for web browsing, web sites containing large images or even audio and video files.

2. What are the benefits of Madasafish broadband?

  • High-speed Internet access - up to 160 times faster than a normal modem connection.
  • The access is 'always on' - there is no need to dial up every time you want to connect to the Internet.
  • Flat-rate pricing - you pay the Madasafish broadband monthly charge for your Internet access and any additional usage over the included usage allowances (Your normal line rental and voice-call charges still apply).
  • Leaves your phone line available - you can still use your phone line to make and receive normal phone or fax calls, whilst connected to the Internet.
  • With Madasafish broadband you will receive a free connection and the option for a free broadband modem which comes with a CD that will guide you through the installation.

3. Why should I choose Madasafish broadband?

Madasafish provides a quality service with excellent connectivity. Consequently, if you do require any technical assistance, our fully trained and highly experienced support teams are ready and waiting to take your call, 7 days a week, 365 days a year. Our network infrastructure is constantly being upgraded with new hardware, greater bandwidth and updated packages to ensure the best service possible.

4. Is Madasafish broadband available in my area?

Your local phone exchange needs to be broadband enabled. Your phone line will also need to pass BT tests. You can use our broadband availability checker on our website to see if your line is able to support Madasafish broadband.

5. What if I do not have a phone line? Can I still get Madasafish broadband?

Yes, but in addition to Madasafish Broadband you will need to sign up for our phone service as a new line installation. Madasafish Phone is the home phone service from Madasafish that gives you unlimited free calls to landlines (numbers starting in 01, 02 and 03).

6. Will I need to change my phone number?

It is highly unlikely that you will need to change your phone number. In the rare case that BT need to do this you will be informed.

7. I already have a broadband service with another ISP, can I change it over to Madasafish broadband?

Switching your broadband service provider to Madasafish is simple. You can move to Madasafish via a process called 'migration'. You will need to contact your existing service provider and ask for MAC (Migration Authorisation Code). They should know what this means. You will be asked to enter this number when you sign up to Madasafish through our website. We will then endeavour to move your service over as seamlessly as possible.

Unfortunately, not all ISP's participate in the migration scheme. Broadband services which are delivered via cable, such as by NTL or Telewest can not be migrated. Madasafish subscribes to Ofcom's code of practice for broadband migrations. Visit http://www.ofcom.org.uk/ for more information.

8. Can I still use my phone as normal?

Yes, each phone socket in use will need to be fitted with a microfilter that separates voice traffic from broadband traffic. Your phone can be used at the same time as your Internet connection. Please note that if you are not signed up to the Madasafish Phone service you will still have to pay your phone provider separately for your line rental and any voice calls made.

9. Will I still be able to use Call Waiting and my other BT services?

Yes, all the BT Select services will work as normal. However, if you have a burglar alarm that is monitored via your phone line, this may be affected. You will need to check this with BT or your alarm company. A microfilter may need to be installed on the alarm system by them.

10. Can I have Madasafish broadband installed on my ISDN2 or Home/Business Highway line?

Important information for ISDN to broadband conversions.

If you currently have an ISDN2/Home Highway service installed and want this to be converted to a broadband connection, please read this information carefully.

Most ISDN services provide you with two telephone numbers. You will lose one of these numbers when converting to broadband. Make sure that you have entered the number you want to keep.

Before an ISDN line can be converted to broadband, it first has to be converted to an ordinary analogue phone line (PSTN service). Only then can the broadband service be enabled.

You must contact your ISDN provider to cancel your ISDN service. They may charge you for this. We will provide you with a LORN (Linked Order Reference Number) that will allow our broadband order and your ISDN conversion to be provided at the same time. You need to provide the LORN to your phone provider when requesting the ISDN conversion.

11. Will my broadband service work with an extension cable?

Whilst broadband may work over extension cables from the main BT socket, we can not provide an assurance that this will work in all circumstances. Madasafish only guarantees provision of the service to the main BT socket.

12. Is there anything I can't do on Madasafish broadband that I can do on my normal analogue modem connection?

You can do everything you did before using your modem connection AND now it will be a FASTER and a more pleasant experience. You will be able to rapidly download video, music and programs that you previously had to wait for.

13. What happens to my broadband connection if I move house?

Provided that your new phone line is suitable for broadband, you can move Madasafish with you. If you are still within the first 12 months of contract, there is an installation fee to have your new line enabled for broadband Madasafish will endeavour to make your move as smooth as possible. You can request this through My Account on the Madasafish homepage.

14. What if I want to cancel my broadband subscription?

Your Madasafish broadband service has a twelve-month service term. You may cancel anytime you wish following the first twelve months, subject to one month's notice. All you will need to do is call our Cancellations Team on 0845 140 6002. Lines open between 9.00am and 9.00pm, Monday to Friday.

15. How will I be billed?

Your initial payment will need to be made immediately by credit or debit card to start the provisioning process. You will then need to switch to paying by Direct Debit.

16. Is there a minimum contract period?

There is a 12 month minimum contract for the service.

17. Will I still have to pay for my phone calls?

Madasafish broadband enables your phone line for high-speed Internet access. You will still need to pay your telephone supplier for standard voice calls and line rental.

18. Will broadband work with my current computer?

For Microsoft Windows based machines, the minimum specification required is:

Windows 2000/XP/Vista:

  • Pentium 300MHz (or equivalent)
  • 32MB of RAM (Wireless adaptors require 128MB)
  • 1 free USB or Ethernet port
  • 150MB free hard drive space
  • 4-speed CD-ROM drive

For Macintosh computers:

  • IMac G3, Powerbook G3 or above
  • Macintosh OS 9.1 or above / OS X
  • 64MB RAM
  • 50MB free hard drive space
  • 4-speed CD-ROM drive

Please note that it may be possible to connect to a computer that does not meet some of these specifications but we will be unable to provide any technical support for such set-ups.

19. What is a microfilter?

Microfilters ensure that your digital broadband signals do not interfere with ordinary voice signals, allowing you to talk on the phone while simultaneously surfing the Internet at high speed. A microfilter is required for every phone socket that is in use, including the one connected to your broadband modem, otherwise you may experience interference on your voice calls or difficulty in connecting. Please note that because of technical limitations, telephone lines are only capable of supporting a maximum of 4 microfilters or 4 telephone devices.

20. Can I use my own broadband modem or do I have to use the one supplied by Madasafish?

You may supply and use your own BT approved broadband modem. However, we cannot offer any guarantee of connection or support on makes and models of connection equipment which have not been supplied by us. Madasafish support all modems/routers supplied by ourselves and currently offer the D-Link-G624T wireless router.

The D-Link-G624T wireless router wireless router allows you to connect up to 10 computers to the broadband service without the use of cables and wires. Ideal if you have multiple computers in your home that you wish connect to the Internet simultaneously. With a range up to 50m in ideal conditions, surf the web from anywhere in your home or garden. Wireless Security is available by using Wired Equivalent Privacy (WEP) with 128 bit encryption and a built in firewall, only authorised computers will be able to use your network.
There are four Ethernet ports on the D-Link-G624T can be used for wired connections on other Computers, Games Consoles and other Ethernet-enabled equipment if required.

You will be asked during the signup process whether you want to order one of our recommended modems or whether you will be supplying your own. Please note that some ISPs provide modems that work only when connected to their network, if you are migrating and intend using the modem you already have, please confirm with your existing provider before migrating to Madasafish.

21. Can I run a web or mail server?

Due to its asymmetric nature, broadband is not the ideal connection method for running servers. However, there are no service restrictions, so running a computer with a web or mail server is possible. Please do not call the Technical Support department for advice on servers.

22. What is a dynamic IP address?

Every device connected to the Internet needs a numeric IP address. These numbers make it possible to route information like website data to your machine. It serves a similar function as your postcode does for your mail. Madasafish provides dynamic IP addressing for its broadband service. A dynamic IP address may be different each time you reconnect to the service. These IPs are distributed from a pool maintained on our servers. We will maintain at least enough addresses in the pool to correspond to the total number of customers that are subscribed to the service.

23. Can I have a static IP address?

If you require a static IP address you can log in to the My Account section of the Madasafish homepage and claim one. Once requested you will be issued with it the next time you connect. Log in using your normal username and password.

24. Are any ports blocked?

No restrictions are placed on ports or any individual Internet services.

25. Can I connect a number of computers to the Madasafish broadband service?

Yes, you can connect a number of computers to your Madasafish broadband connection. In order to connect more than one machine at the same time, you will need a broadband router which will allow you to share the broadband connection with multiple machines. Please note we will only provide technical support and troubleshooting on the hardware we supply.

26. What is bandwidth contention?

Bandwidth contention, usually described in terms of a ratio, represents how much your available bandwidth is shared with other broadband users. For Madasafish broadband, the contention ratio is 50:1, meaning that there are 8Mb of download bandwidth available for every 50 users. It does not mean that every time a new broadband user is added to your local exchange, your connection will slow down. Contention represents aggregation across the entire BT DSL network. As most people's connections are idle most of the time (reading web pages does not consume bandwidth once the page has been downloaded), there is generally enough bandwidth available to deliver data as fast as your connection can go.

27. How long does it take to get broadband?

We are currently able to have broadband installed in around 7-10 working days from the receipt of your order.

28. What does it mean by self-install?

In the past, broadband services have been configured and installed by an engineer who would have to visit your home or place of work. Self-install means that you do the install and configure the broadband modem on your machine yourself and no visit by an engineer is required. Your phone line is enabled remotely at your local exchange. Madasafish broadband has selected hardware that makes it as easy as possible to get you up and running with no problems. And remember, you can count on the same excellent support 24/7 that you are accustomed to with Madasafish.

29. How do I install Madasafish broadband?

After you have completed the sign up process you will be sent an email confirming your order. After the checks on your line are completed we will send you a further email informing you on what date the service will be enabled. Included with this email are easy-to-follow installation instructions for our supported modems and microfilters.

30. Will I be without a broadband service whilst I switch over?

When you switch providers using a MAC (Migration Authorisation Code), you should experience little to no time where you are without broadband service. We will let you know when we will transfer your service over to us and on that day you will simply need to change your Internet Connection settings.

31. My current provider won't give me a MAC Key! What can I do?

If your current provider has signed the OFCOM Voluntary Code of Practice, they cannot withhold a MAC Key from you; even if you still owe them money against your account. If you're in the unique position of being with a provider who cannot or will not supply you with a MAC, please contact us and we can discuss the best way of switching providers.

32. My current connection is 512Kbps, when I migrate to you will I have to pay a regrade fee to get higher speeds?

We do not charge any fees if you migrate to us and wish to switch speeds from that which you have with your old provider.

 


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