MussAbbe: Broadband

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Broadband frequently asked questions

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, 24 hours a day, 7 days a week. 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 up to 8Mb?

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.

What is Broadband Max?

Introduction

This guide explains Broadband Max DSL in more detail and includes some useful tips for troubleshooting problems.

What is Broadband Max?

Broadband Max, also known as Max DSL or DSL Max, is a set of products from BT Wholesale that are used to provide fast Broadband speeds "up to" 8Mbps.

The two main products that form part of the Max DSL family are known as "IPStream Max" and "IPStream Max Premium". Max offers downstream line speeds up to 8128kbps and upstream up to 448kbps. Max Premium, used on our Broadband Business product, offers potentially faster upstream speeds of up to 832kbps and at busier times is given a higher priority on BT Wholesale's network.

Up to 8Mb speeds are obtained using "rate-adaptive" technology where your line is checked frequently, with the data-transfer speeds changed according to conditions on the line. This means that with Max, you can expect to see your Broadband speeds vary where previously you would have one set speed. Occasionally the connection will sync too fast for your line 'noise' and the connection can drop.

Max is much more susceptible to poor quality filters, long phone extension cables and electrical interference, where a previous lower Broadband speed might have been more tolerant. To help prevent problems you should try to ensure that anything within your control - your broadband hardware, internal wiring, filters, etc. are set up correctly.

The first 10 days

During the first 10 days of Max your phone line will be automatically measured to establish what speed it can support, and in particular at what speed the line will remain stable. You will see your sync speeds vary, and commonly may experience disconnections and some instability of your connection. During the testing period you should frequently make new connections to the Internet so these tests can take place. It's a good idea to power off/on your modem or router when doing this - this will force your equipment to reconnect. You may also keep the modem/router constantly connected during the 10 day phase to ensure maximum speeds are obtained.

Max Terminology

One of the most confusing things about Max is not only that the speed varies, but that there are a whole load of technical terms for the different speeds and measurements that are made. The following should help make sense of the different terms you might come across.

Maximum Stable Rate (MSR)

During the first 10 days your connection will be given a value known as the Maximum Stable Rate (MSR). The MSR is the lowest sync speed (line rate) achieved in the first 10 days, not as the name somewhat confusingly suggests, the maximum sync at which the line was stable.

The MSR value is solely used to determine when a drop in sync speed would be considered a fault. It is important to understand it is not a guarantee of speeds that you should expect for your "up to 8Mb" connection and that Max is rate-adaptive, meaning your speeds will vary throughout the lifetime of your connection.

BT will accept a fault report if the line rate drops by 30% or more from your established MSR, this is said to be below the Fault Threshold Rate. e.g. if the MSR during the first 10 days is determined as 5000kbps, a fault can be reported when your sync speed drops to 3500kbps or less.

Sync Speed (Line Rate)

Also known as Line Rate, the synchronisation (sync) speed is the speed at which your broadband modem or router communicates with the BT Exchange. This is always higher than the speed at which data will actually be downloaded over the connection. The sync rate is determined by your phone line's characteristics, such as line length and quality. The shorter the line and the better the quality the faster the line will sync.

Please note that if you live next to the exchange the line could be twice the length than the actual distance between your home and exchange.

Throughput Speed (Data Rate)

The throughput speed is the maximum speed that data will transfer across the connection. The maximum throughput speed is always lower than the sync speed because the sync speed includes a certain amount of 'overhead data', this is essentially data that makes the connection work rather than the data that gets added on to the web pages and files you download.

The following table represents the maximum possible throughput speeds for the different sync speeds you might see.

Sync Speed	Throughput Speed
from 288kbps	up to 0.25Mbps
from 576kbps	up to 0.5Mbps
from 1152kbps	up to 1Mbps
from 1728kbps	up to 1.5Mbps
from 2272kbps	up to 2Mbps
from 2848kbps	up to 2.5Mbps
from 3424kbps	up to 3Mbps
from 4000kbps	up to 3.5Mbps
from 4544kbps	up to 4Mbps
from 5120kbps	up to 4.5Mbps
from 5696kbps	up to 5Mbps
from 6240kbps	up to 5.5Mbps
from 6816kbps	up to 6Mbps
from 7392kbps	up to 6.5Mbps
from 7968kbps	up to 7Mbps
from 8128kbps	up to 7.15Mbps

Fluctuating Throughput Speeds

It is perfectly normal to see Throughput speeds that change from day to day, from hour to hour, even from minute to minute. A Max connection in the late afternoon would likely see variable speeds due to exchange-side contention. The same download at 4am when the network is very quiet might give a very steady download speed.

The available capacity on the network is shared out amongst all the customers that are using the Internet at that time. This means that at busy times, when more people are using the Internet, each person gets a smaller share of the bandwidth and so lower speeds than when the network is quiet. As different people use the Internet in different ways and have different usage patterns, this can mean that the speed you see can be constantly going up and down, especially when it is busy.

As a general rule, so long as your Throughput speeds fit within the following bands it is considered to be normal.

Sync Speed	Performance Threshold
up to 288kbps	50-250kbps
from 288kbps to 576kbps	50-500kbps
from 576kbps to 1152kbps	100-1000kbps
from 1152kbps to 2272kbps	200-2000kbps
from 2272kbps to 8128kbps	400-7150kbps

Broadband Remote Access Server Profile (BRAS)

The "BRAS" profile is responsible for regulating the maximum Throughput (data rate) you will receive on your Max DSL service. Initially this is set to 2Mbps (if the line rate is above 2272kbps), but it will increase if your line can support higher speeds than this. The first data rate increase should take place within 75 minutes of your receiving Max service. Your BRAS profile however, changes only when a stable connection has been made for a period of time, this may be up to 3 days in some cases. The BRAS Profile will also drop should the line rate decrease significantly.

Dynamic Line Management (DLM)

Dynamic Line Management (or DLM) is the collective term for the automated BT systems that log information about your line's performance and processes that are used to stabilise the line. DLM uses the information it gathers about disconnections and re-connections to establish what speeds are likely to be most stable for your particular line. It may also determine that interleaving should be activated on your line if not already present. It should be noted that frequently restarting your router or modem may be interpreted by the DLM as a problem and may subsequently reduce the controlled line rate.

Interleaving

Interleaving is a form of error correction that can help reduce the number of 'errors' on a line. On new orders and where a fault has previously been reported this will be present by default. It helps to stabilise a line that might otherwise suffer frequent disconnections. One drawback of interleaving is that it can increase ping times, which may cause problems for people that play online games. Whilst we would recommend against it, if switched on, interleaving can be turned off on request.

Summary

Broadband Max is very much a "best efforts" service. Best efforts means that it will try and sync at the best speed your line can support and means that it is normal for Throughput speed to vary all the time.

During the first 10 days the automated systems will try and establish the ideal sync speed for your line, in order for your connection to be stable. This may mean that your sync speed will vary and may mean some customers will experience disconnections.

It is important to realise that the training period doesn't end after the first 10 days. The line will be constantly monitored so long as Max is enabled. Over time the line may get better or the line may get worse and the Dynamic Line Management will attempt to keep the line as stable as it can.

It is also very important to remember the 'up to' in up to 8Mbps Broadband and what this means. Up to 8Mbps does not mean that every line will see 8Mbps sync speeds, many lines will see sync speeds a lot lower than this because of the length or quality. Up to 8Mbps also does not mean that Throughput speeds will always be full speed. Local contention will also play a big factor and speeds will vary.

Remember that the Maximum Stable Rate (MSR) despite its somewhat misleading name doesn't have anything to do with Throughput speeds. The Maximum Stable Rate is just the lowest sync speed reported in the first 10 days. The MSR is only used as a guideline to decide if a line's sync speed has dropped too low.

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Broadband frequently asked questions

What is Broadband Max?

Introduction

What is Broadband Max?

The first 10 days

Max Terminology

Maximum Stable Rate (MSR)

Sync Speed (Line Rate)

Throughput Speed (Data Rate)

Fluctuating Throughput Speeds

Broadband Remote Access Server Profile (BRAS)

Dynamic Line Management (DLM)

Interleaving

Summary

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