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FAQ

What is the contract period?

Most IDNet services are supplied on a one month contract period basis. All FTTC services are currently subject to a 12 month contract.

What payment methods does IDNet accept?

  • Direct Debit
  • Standing order
  • Credit/Debit card *
  • Cheque.

Payments can be set up in monthly or annual intervals, annual payments receive 1 month free.

* Due to a change in bank policy we can no longer accept Maestro or Solo cards for regular monthly payments.

How long will my order take to complete?

If you do not currently have an active broadband service on your line you will need to submit a new provision order, this type of order normally completes in 5-7 working days and will incur an activation fee.

If you currently have an active broadband service on your line from another provider you need to submit a migration order, this will normally complete in 10 working days. Migration orders do not incur an activation fee.

Can I place an order over the phone?

Due to regulatory changes we can no longer accept orders over the phone. You are welcome to discuss your requirements over the phone and then email us a confirmation of your order.

Why will I be charged an activation fee?

All new provision orders incur an activation fee which varies according to service taken. This activation charge is from BT Wholesale to cover the cost of activating your line for broadband, IDNet pass this on at cost up front rather than tie our customers in to a longer contract period.

Activation Fee

  • Simultaneous Provide of Broadband and Phone Line £125.00
  • ADSL £50.00
  • FTTC (Self Install) £50.00
  • FTTC (Engineer Install) £80.00
  • Discounted ADSL/FTTC (Self Install) when taken with Standard IDNet Phone Line £25.00

If you have a broadband service on your line you will not be charged an activation fee.

Do you accept LLU Migrations?

As long as your phone line is provided over the BT Openreach WLR network we can accept LLU migration requests. You can place your order online via the web site or via E-Mail. If your line is not on the WLR network we can assist you in transferring your phone line or getting a new line installed.

Do you traffic shape?

IDNet do not traffic shape.

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

IDNet 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?

BT no longer specify the maximum contention ratio for ADSL/FTTC/FTTP services so we are unable to confirm them to our customers.
We can provide optional Traffic Priority on most lines to minimise any contention and also offer EtherPro Lease Line services for the best possible connection.

Do I get email accounts with my broadband service?

Yes, you can have up to 10 email accounts.

To request an email account please log in to the Customer Account portal.

How do I get an IDNet email address?

You can request email accounts in the Customer Account area found here: https://www.idnet.net/cp/

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. Once you have migrated to IDNet you may need to change the outgoing mail server setting in your mail client to smtp.idnet.com.

Does IDNet have a forum?

Yes, our user-to-user forum can be found at http://www.idnetters.co.uk. Many of our more knowledgeable customers are regular posters there, and will do all they can to resolve any problems you may have - especially useful when IDNet's offices are closed.

In addition there is an IDNet forum on the thinkbroadband.com web site which can be found here: http://bbs.adslguide.org.uk/postlist.php?Cat=&Board=idnet

What hardware will I need?

You will need an appropriate router for the service you are taking. ADSL2+ services will require and ADSL2+ router, FTTC (Self Install) will require an approved VDSL capable router, FTTC (Engineer Install) will require a router which can establish a PPPoE connection over a WAN port. IDNet can sell you a preconfigured Billion router that will handle any of the DSL/FTTC services that we provide.

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

Modems and routers purchased from IDNet will come pre configured and ready for your use, should you wish to make any changes to the set up you are welcome to contact the Support Team by phone on 0800 331 7000 or by email at support@idnet.com who will be happy to help. Alternatively you could take a look at the Set up guides found in the Technical Support – Set up guides section of our website. Click here to be go straight to this area.

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 IDNet 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 IDNet-supplied hardware comes with a 12month 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 0800 331 7000 or by email at support@idnet.com before returning any hardware. Any hardware received without prior discussion will be immediately returned to you.

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.

Hardware should be returned to:

IDNet
Bridge House
30A Bridge Street
Hitchin
Herts
SG5 2DF

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?

  • Support via phone is available 24/7 however some queries may only be able to be handled during our core office hours of 8am – 6.00pm Monday to Friday
  • Support via email is available 24/7 at support@idnet.com

How do I raise a fault?

You can find help on troubleshooting various types of connection problems via our Technical Support pages. If you still require assistance please contact the Support Team via phone or where possible email support@idnet.com.

My case is being passed to BT. What is an SFI engineer visit and how much will I be charged?

SFI: Special Faults Investigation is a BT service for fixing broadband faults. BT have 6 modules the ISP can select to have the engineer investigate depending on the nature of your fault. The contents of the modules are as follows:

  • Base - This is the basic SFI module. The engineer will start at the Network Termination Point (NTP) and will conduct a check of the NTP, perform a Pair Quality Test and a Broadband Sync Test. The results of these checks will determine the initial likely location of a fault and where the engineer may need to carry out work. The engineer will then progress to another module if required.
  • Internal Wiring - For use if a fault is suspected in the End User's wiring. Work carried out will include: identification and resolution of wiring and extension issues, including obvious causes of REIN, i.e. electrical interference.
  • Internal Equipment - For use if it is suspected that the End User's equipment is at fault. The scope of the work will include: check, reset and configuration of the modem or router and check or change of the main PC settings, drivers, wireless security (WEP/WPA) keys, etc.
  • Network - For use if a network issue is suspected, the engineer will work from the NTP back to the exchange. Work in scope includes: Network Exchange and Distribution (E & D side) changes, drop wire renewal and further sync checks.
  • Frames - For use if an exchange issue is suspected. Work in this module will include: Connectivity tests, Tie pair & port checks and swaps, and further sync & dial tone tests.
  • Pre-ordered co-op call - It is possible to pre-order an engineer call so that the ISP will be able to talk directly to the engineer if required.

Prices (excluding VAT) are as follows:

  • Base module - £125
  • Internal Wiring module - £40
  • Internal Equipment module - £20
  • Network module - No charge to the customer
  • Frames module - No charge to the customer
  • Pre-ordered Co-Op Call - £20

Charges will be applied against each module which has been used as part of the investigation, however, no charge will be raised against any module that is not used by the SFI engineer.

If an engineer attends the exchange and identifies a fault he/she may not attend the premises and no charge will be applied.

If you no longer need your appointment it must be cancelled by 6pm the business day before the scheduled appointment. Any cancellations after this time may incur a late cancellation charge of £85 which is raised by BT and passed on to you at cost.

If you have a test socket located behind your master socket face plate, the test socket will be your NTP. If you have an old style master socket with no test socket the master socket will be your NTP. If a fault is identified at the NTP or between the NTP and the exchange no charge will be applied.

The guidance the Support Team offer prior to booking an appointment is based on thorough investigation of your fault and aimed at significantly reducing the risk of said possible charges.

As of 18th November 2010 when IDNet arrange an SFI engineer for a Customer we will only select the Base module (and will automatically include the Network and Frames modules). Furthermore, Written acceptance of possible charges will be required before an SFI appointment will be arranged. If you have a 'no connection' fault and have no other access to the Internet to send an email accepting the charges verbal agreement will be accepted and considered binding.

If a Customer is concerned about their internal wiring or equipment and wishes to have the engineer carry out Internal Wiring and Internal Equipment Modules this can be arranged upon request and acceptance of relevant charges. For example, if a Base module and Internal Wiring module are ordered and the engineer identifies the fault on the BT maintained NTP/Network/Frames you will not be charged the £125 (ex VAT) Base module but will be charged the £40 (ex VAT) for the Internal Wiring module. If an Internal Wiring or Internal Equipment module is booked the charge for the module will be applied regardless.

How do I update my contact details?

You can update your details via the Customer Account Portal or email the Support Team (support@idnet.com) 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?

You can update your billing details via the Customer Account are found here: https://www.idnet.net/cp

Why has my payment failed?

Our payment system must have a Valid From date or Issue number for all card types, please contact the Support Team for assistance by phone on 0800 331 7000 or by email at support@idnet.com.

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

Currently you cannot transfer a service from one premises to another, if you are within a contract period (i.e. FTTC) you will be charged an early termination fee.

We can place a Simultaneous Provide order for both Broadband and Phone at your new premises for a total cost of £125.00 but require at least 5 days notice. Alternative we may be able to start a 'stopped' line once you have moved in to your new premises and then activate broadband 5-7 days later at a reduced cost (£50 if taking our Standard Phone Line rental) - we cannot state whether this option is available until you have moved to your new property.

How do I make a complaint?

Please make complaints in writing via email to contactus@idnet.com or via post to;

Customer Services
IDNet
Bridge House
30A Bridge Street
Hitchin
Herts
SG5 2DF

We will endeavour to reply within 2 working days of receipt of a complaint.

How do I cancel my service?

Please send an email to support@idnet.com 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 write to us at Customer Services, IDNet Studio, 30a Bridge Street, Hitchin, Herts, SG5 2DF

IDNet Simultaneous Provide Order Procedure

We can provide simultaneous provision of Phone and Broadband for a cost of £125. This type of order is 2 sided and allows for broadband and phone order to be placed at the same time and in many cases both services will be activated on the same day.

This order type does not come with an SLA so in the event that the order fails for whatever reason a standard ADSL Provision Order will be submitted once the phone line installation has been completed and the number is listed in the BT database. The broadband should then be activated 5 Working days later.

Please remember that all Simultaneous Provision Orders incur a £125 Activation fee.

How do I place a Simultaneous Provide Order?

To place a Simultaneous Provide Order you will need to contact us via email and we will place both the phone and broadband order on your behalf.

If you have any questions at all or would like to discuss the best order type for you please contact the IDNet Support Team by phone on 0800 331 7000 or by email at support@idnet.com who will be happy to help.