GENERAL QUESTIONS

How do I migrate to Gradwell broadband?

All you need to do is contact your existing broadband provider’s customer service and obtain your Migration Reference Code (known as a MAC key). Then, you simply place your order online and enter your MAC key when prompted.

Not all MAC keys are compatible with Gradwell broadband. The MAC codes that are compatible should be in the following formats

4 letters, 7 digits, forward slash, 2 letters, 2 digits, 1 letter. For example, LLLN0189907/DF34L.

Or

4 letters, 7 or 8 or 9 digits, forward slash, 2 letters, 2 digits, 1 letter (example BBIP1757713/DJ29K or FTIP01753715/BD19J or FTIP012345678/BD23J).

It’s a good idea to check your current contract, as some providers charge their customers for moving to another provider before a specified date. Once we have your MAC key and your completed order we can start moving you over to Gradwell. The entire process will take around two weeks. During the changeover you will briefly lose your broadband connection, but we’ll ensure that it’s up and running - at ludicrously high speeds - in as short a time as possible.

How long is the Gradwell broadband contract?

For our packages, there is an initial 3 month contract, after which we require a months notice in writing to cancel your contract without incurring any additional cancellation charges.

TECHNICAL QUESTIONS

What speeds will I get?

Customers on our LLU network have experienced speeds of up to 16Mbps. Others have received speeds of up to 8Mbps.The actual bandwidth that you will receive is based on 3 factors: the length of the wire that connects your premises with the BT exchange, the quality of the copper, and signal interference from other users or devices.

DSL Premium customers will receive a guaranteed uncontended symmetrical 500Kbps upload speed or above.

What operating system do I need on my computer to be able to use your service?

We support both PCs and Macs and any operating system that supports TCP/IP communication and has an Ethernet port, i.e. Windows, Linux, Apple. Any PC that supports TCP/IP can be connected to our service. To use the wireless network feature you need a wireless network port on your computer (although this is not included in your order).

Will I need to change my telephone number to use Gradwell broadband?

No. Our service is provided over your existing BT telephone line, so if you have a serviceable BT line already, your telephone number will not need to change.

Can you provide Gradwell broadband over a cable line?

Sadly, no. Gradwell can only provide services over an active BT line, as our equipment is only installed in BT exchanges.

Do you charge for static IP addresses?

No. We provide all Gradwell broadband customers with up to 16 static IP’s free of charge.

What is a microfilter?

When your broadband is activated, your existing analogue telephone service will continue to work (and you can make voice calls as normal) with broadband operating at the same time. The ‘data’ signal and the regular voice signal are carried down the same line, each operating in a different part of the ‘spectrum’ (a bit like different radio stations).

In order for the broadband signal not to interfere with your regular telephones, fax machines and answering machines, you will need a micro filter or splitter. The micro filter ‘strips out’ the high frequency data signal so that your phones receive the normal voice signal without interference.

BILLING QUESTIONS

After taking my order, what happens if you then can't connect me to your service?

You will be notified as soon as possible if this is the case, and you will not be charged if haven’t actually received the service.

How often do I pay my bill?

Invoices are paid monthly in advance and on the 1st of every month (or the closet working day to the 1st, if it falls on a weekend or a bank holiday).

Your first bill will however be pro-rated according to when you join us.

What happens if I don't pay my bill?

If the automatic payment fails we will send you a message and attempt to take payment 3 working days later. If this also fails and payment is not made by the 15th of the month we will suspend your service and full payment will be required to resume services. If payment is still not made within 30 days, we will refer your account to a debt collection agency.

Do you charge by minute or by amount downloaded or uploaded?

You can use our service 24 hours a day, 7 days a week, regardless of the Gradwell broadband package that you have. Customers on our Premium service do not have explicit usage limits although we do have a fair usage policy so that significant excessive use can be monitored and controlled.

How much does it to cost to get static IP?

Nothing. Static IP’s are free.

What do I pay for the service?

DSL Premium M customers are charged £65 per month, plus a one-off £40 setup fee for new installations (no charge for migration) and nothing for the wireless router.

DSL Premium customers are charged £50 per month, plus a one-off £40 setup fee for new installations (no charge for migration) and nothing for the wireless router.

DSL Business customers are charged £25 per month and a £40 setup fee. Customers who opt for a wireless router will be charged £47.50, plus £8 for next day delivery. If DSL Business customers exceed their agreed bandwidth limit, they are charged £1 per Gigabyte.

All prices exclude VAT.

If the installation is late, will I get a deduction on the starting fee?

Your first bill is based upon your actual service activation date. If the actual activation date turns out to be later than communicated in your confirmation email and we have already taken payment then we will credit your account accordingly.