Business Broadband

• Q

  What is broadband?

• A

  A broadband connection (ADSL) provides high-speed Internet access over a standard phone line. The advantage of a broadband connection over the older dialup service, is that Broadband is considerably faster, and is 'always-on', meaning that once you're logged on, you’ll be online until your modem or router is turned off again.
  
  Broadband offers high-speed Internet access and allows telephone calls and a permanent Internet connection to share a single phone line simultaneously.

• Q

  How much will I save compared to BT?

• A

  You will make significant savings by using Heart Telecom compared to BT, view our broadband comparison page.

• Q

  Can I take the Professional Bundle now and upgrade to the Office Bundle later?

• A

  Yes, you can upgrade your package at any time for free by entering into a new 12 month contract. Upgrades, subject to availability, will normally take place within 48 hours of the order being placed.

• Q

  How do I sign up and what is the order process?

• A

  You can sign up online any time, simply click here now. Alternatively, you can call our Sales line on 0845 644 0611 between the hours of 9am and 8pm Monday to Friday except Bank Holidays, and 9am and 5pm Saturday and Sunday.
  
  The process is as follows:
  * Choose the Heart Telecom product that best suits your needs and begin the registration process.
  * Submit your BT telephone number for a Broadband line test to determine whether you can receive Broadband at your required property.
  * Submit your personal and billing details to create a Heart Telecom account and then enter you line details and any features you require.
  * Your order will be submitted to BT so that the Broadband service can be activated on your phone line. Activation usually takes 10 working days from the date on which you register.
  * We will notify you of your activation date.
  * Make sure you have a compatible modem/router before the service go lives
  * On the activation date, set your modem/router username and password to the details we will provide to you.
  * The billing process will also be initiated when you go live.
  
  If you have any additional questions please call our Sales line and our agents will be happy to help you with any queries you have.

• Q

  How can I pay for my Broadband service?

• A

  We only accept payment by Direct Debit. Setting up a Direct Debit with us is easy and can be done online.

• Q

  How is broadband different from dial-up?

• A

  A broadband connection is much faster than dial up and also allows you to make phone calls whilst online. With our broadband service there is no time limit for staying online.

• Q

  Do you have a fair usage policy?

• A

  Yes, you can view our Fair Usage Policy here. Please be aware that the vast majority of customers will be unaffected by our Fair Usage Policy and the purpose of the policy is to prevent a tiny minority of extremely high users impacting the service of the rest of our customers.

• Q

  Do you provide a modem with your packages?

• A

  No we do not provide a modem or router with our service as many customers already have a router and the modem or router requirements of our customers are very different. Click here to view recommended routers/modems.

• Q

  Do I need to use Heart Telecom for my line rental and calls service to be able to use your broadband service?

• A

  Yes, we only provide Broadband service as part of a broadband, line rental and calls bundle. By taking over the whole line we are able to provide even better value to our customers.

• Q

  When I switch to Heart Telecom, will I experience any down time during switch over?

• A

  Yes, typically you will experience a 20 minute period when you with not be able to make outbound calls or connect to the internet and an hour period when you will not be able to receive inbound phone calls.

• Q

  Is there a minimum term for your broadband service?

• A

  Yes, our minimum term contract for our broadband bundle services is 12 months. If you decide to cancel within the first 12 months of service a cancellation charge of £50 ex VAT applies.

• Q

  Is there a connection or set up fee for your broadband service?

• A

  No, we do not charge a connection or set up fee for activating your broadband service.

• Q

  Do I have to have a BT phone line to get your service?

• A

  No, if you do not already have a BT phone line we can install a new phone line for you. The installation charge is £100 excluding VAT.
  
  We cannot provide our service over cable company lines.
  
  Click here and enter your phone number to find out if we can provide broadband on your line.
  
  Unfortunately if you have digital lines (BT Home / Business Highway, ISDN etc.) these would either have to be converted back to standard analogue or you would need to have an additional standard BT analogue line installed. ADSL broadband services cannot be provided on lines used for:
  
  * RedCare / Red ABC
  * Featurenet 5000
  * 30K Loop
  * Private circuits
  * PBX lines
  * BT VideoStream / BT DataStream
  * Pulse / payphone / coinbox metering facilities
  * ISDN (including ISDN2, ISDN30, BT Home / Business Highway)
  * Lines that are 'split' using a DACS unit
  * BT 'In Contact' or light user schemes
  * Lines with outgoing calls barred, temporary lines or low loss lines
  
  ADSL broadband cannot be provided where the lines have been installed over fibre or wireless connection and only one ADSL broadband connection can be provided down a single BT analogue exchange line.

• Q

  Can you provide Broadband to any area in the UK?

• A

  We currently provide a Broadband service to approximately 80% of the areas covered by the UK population. Please use our Broadband Availability Checker to find out if we can provide service in your area.

• Q

  Are there monthly usage allowances?

• A

  Our Professional Broadband service has a 10GB per month data allowance. If you exceed this amount of data in a month we will charge you for any excess, rounded up to the nearest GB of data. The charge per GB of additional data is £0.50 excluding VAT per GB.
  
  Our Office Broadband service has unlimited data allowance subject to our Fair Usage Policy, see here for details.

• Q

  How quickly can I get set up?

• A

  We aim to get you up and working in 10 working days. Once you have placed your ordered and we have carried out line checks we will notify you of your go-live date.

• Q

  If my phone line is through a cable service provider, can I still get Heart Telecom Broadband?

• A

  We can only provide services over an active BT line, as our equipment is only installed in BT exchanges. We can install a new line at your property subject to geographic coverage, please check using our availability checker

• Q

  How is broadband connected to my home?

• A

  Most home users receive broadband through, ADSL: Your analogue BT line is converted into an Asymmetric Digital Subscriber Line (ADSL) via a modem at your home and at the BT phone exchange.

• Q

  What is ADSL broadband?

• A

  ADSL is a broadband connection technology which utilises existing copper wired telephone networks. ADSL uses a wide range of frequencies over an existing telephone line to deliver much higher speeds than your standard 56k modem (between 10 and 140 times faster). It is also possible to use your phone while online.

• Q

  What does ADSL stand for?

• A

  Asymmetric Digital Subscriber Line.

• Q

  Is broadband available in my area?

• A

  Click here to use our availability checker to find out.

• Q

  I already have a broadband service with another ISP, can I change it over to Heart Telecom Broadband?

• A

  Yes, you do not need any code from your existing provider, simply on the date of activation your broadband service will switch over to Heart Telecom.
  
  Please note that we can only switch over existing ADSL Broadband connections. Cable broadband such as ntl or Virgin Media use a different type of technology therefore cannot be transferred to our service.

Speed

• Q

  How fast is your broadband service?

• A

  We offer 2 different speeds of broadband; up to 8mbps download and up to 24mbps download. Both services provide upload at up to 1024kbps. The actual speed of service you receive depends on a number of factors such as distance from the telephone exchange, age of the wire connecting you to the exchange and interference from equipment in your property. For an estimate of the actual speed available to your location please use our speed checker.

• Q

  How fast will my connection be?

• A

  Simply enter your telephone number in the broadband availability checker and we'll test your line and give you an indication of the download speed that it will support based on an estimate of line length. Due to line quality issues which only become apparent once your service is activated, the maximum speed may be below the original indication provided prior to ordering.
  
  During the first ten days of service your line will fluctuate and you may get intermittent connection issues as it is tested to determine the fastest speed that it will support. You are more likely to stabilise at a higher speed if you leave your router on continuously or connect to the broadband service as much as possible. We recommend connecting your ADSL router to a Master Socket (where available) to maximise performance and stability.

• Q

  How do I check my broadband connection speed?

• A

  When checking your broadband connection speed, there are two speeds that you need to take into account:
  
  Line speed is the theoretical maximum speed that your line is capable of supporting. It varies depending on a number of factors including line quality, proximity to local exchange, age/type of modem and whether the broadband micro-filters are installed correctly.
  
  Throughput speed is the line speed experienced in practical terms. This changes at varying intervals and is dependent on the current volume of Business Broadband network traffic. At peak times, the speed may be significantly reduced. Throughput speed can also be affected by the individual speeds of websites you visit.
  
  Throughput speed or actual (as opposed to maximum) line speed can be measured via an online speed checker. Simply type 'broadband speed test' into Google. Note that because speed varies constantly, these types of test provide only a snapshot of your download speed at the time you run the test.
  
  If you are experiencing a slow throughput speed, it is likely to be temporary and not caused by a fault with the service.

• Q

  What can I do to increase the speed of my connection?

• A

  The following points may help to improve your broadband speed;
  * If your router or computer is old then upgrading them may improve your speed
  * If you connect wirelessly then make sure your connection is secure so that no one else can be using your connection and try plugging your computer directly to your router
  * Make sure you have a micro filter connected to each telephone point
  * Use an iPlate to avoid line interference from other devices

• Q

  What affects the maximum speed I can get on my broadband line?

• A

  Line speeds vary depending on a number of factors including line quality, proximity to local exchange, age/type of modem and whether the broadband micro-filters are installed correctly.

Technical

• Q

  What are the computer requirements for using broadband?

• A

  We recommend using a standalone modem/router which is configured using a web browser interface to the modem. If you use a modem connected directly to your computer the minimum requirements are likely to be:
  
  * Processor PII 233 MHz.
  * 32MB RAM.
  * Four-speed CD-ROM player.
  * Video card/display 800 x 600, 256 colours.
  * 150MB of free hard disk space.
  * A network port (RJ45).
  * Windows 98, 98SE, ME, 2000, XP or Vista.
  (Apple Macs are compatible with Broadband but are not supported by Heart Telecom)
  * A telephone line that is capable of supporting a broadband service.
  
  Your telephone line must be able to support the broadband service and the quality of your line will have a direct impact on the broadband speed you will be able to receive.
  
  When you sign up for broadband we will run an initial check on your line and you will then be offered the products we believe will work on your line.

• Q

  How do I install my broadband?

• A

  After you've completed the sign-up process you'll be sent an email confirming your order. After the checks on your line are completed we'll send you a further email informing you on what date the service will be enabled. Your router/modem hardware should come with a step by step guide on configuring your equipment. Use the username and password settings we email you to set up your broadband connection.

• Q

  What type of modem do I need to use your broadband service?

• A

  You modem needs to be ADSL2+ compatible. Most products which comply with the ADSL standard ITU-T G.992.1 (G.DMT) and are ADSL2+ compatible will work with Heart Telecom Broadband. We recommend the following modems;
  
  * Netgear DG834G ADSL2+ Wireless Modem Router Firewall
  * SpeedTouch 585v7
  
  You will also need to use an ADSL micro-filter / splitter on each phone socket or extension to stop interferences.

• Q

  Will an engineer need to visit my premises?

• A

  The signal you receive down your phone line will change, but the work to make this happen is all done at your telephone exchange. Except for rare instances when we (or BT) may need to upgrade your line, no one needs to visit your office or property.

• Q

  Does it matter which socket I use for my broadband connection?

• A

  You can use any socket in your premises as long as it connects to the phone number you gave when you signed up for Heart Telecom Broadband, and as long as you add a micro-filter on each socket that connects non-broadband phone equipment (phones, faxes, Sky boxes etc).

• Q

  Can I transfer my current email address from my current broadband provider?

• A

  You will need to check with your existing provider. Heart Telecom will provide you with up to 5 email accounts. If you have your own domain name you can easily forward any mail to one of your Heart Telecom email accounts.

• Q

  Can I access Heart Telecom E-mail online?

• A

  Yes, you can either access your Heart Telecom email account by downloading email to your PC or by logging on to our web mail service.

• Q

  If I cannot fix a problem how do I get help?

• A

  Our telephone technical support team are available 9am to 8pm Monday to Friday except Bank Holidays, and 9am to 5pm on Saturday and Sunday. You can call them on 0845 644 0611.
  
  You can also email us 24 hours a day, 7 days a week. We will normally respond to your email within 4 hours during office open hours. Our support email address is support@heart-telecom.com.

• Q

  Can I connect more than one computer to the your Broadband service?

• A

  Yes, you can connect a number of computers. In order to connect more than one machine at the same time, you'll need an ADSL router which will allow you to share the broadband connection with multiple machines.

• Q

  Property / House Moves?

• A

  If you are moving, please contact us well in advance. We can ensure that you experience minimal interruption in service following your move and that your service is terminated on your old address as soon as you move.

• Q

  What is a micro-filter?

• A

  A micro-filter allows two separate signals to be transmitted down your phone line: a low frequency analogue voice signal and a high frequency digital broadband signal. Without a micro-filter in place the two signals will interfere with each other.
  
  You will need to install a micro-filter in every phone socket that is in use, not just the one that your router is connected to.

• Q

  I have problems with my connection, how can I fix it?

• A

  If you are having problems connecting to the internet the first thing to do is to switch off your and restart your modem/router and computer. Check the username and password settings on your modem/router are correct. Check that you can connect to your modem/router control panel – see the booklet that came with your modem/router for instructions.
  
  Other potential issues;
  Check your username and password
  If you get an "Access Denied" error message (error 691), you may have entered your username or password incorrectly. Make sure you type them exactly as they appear on your welcome letter. They're case-sensitive, so be careful about capitals. If you've saved them in your computer's connection settings, double-check that they are still correct, as it's sometimes possible for these settings to get corrupted. If they are incorrect, please input them again.
  
  Check your phone line
  Test this by plugging a phone directly into your office's main phone socket. Do you have a dial tone? If not, call our telephone faults team on the number shown on your bill.
  
  Check your cables and connections
  Poor connections and long extension cables can make your broadband signal too quiet for your modem. You may get an error message saying No Dial Tone, No Dial tone Detected or error 680. If so, check for loose connections or try plugging your modem directly into the main phone socket via a micro-filter.
  
  Check your micro-filters are installed correctly
  There should be a micro-filter installed in every phone socket that is in use. Equipment like Alarm systems or FAX machines all need micro-filters. The broadband modem will then need to be connected into one of these micro-filters.
  
  Remove all other telephone equipment
  
  Try later On rare occasions our network may be temporarily unavailable because of essential maintenance work. We'll try to tell you if this happens. Try waiting a while before reconnecting and we should have resolved everything.
  
  Interference from a digital fax Analogue faxes fitted with a micro-filter will not cause any problems, but digital faxes may not be compatible with broadband. If in doubt, try connecting with your digital fax unplugged, or contact the manufacturer.