FAQ

IDNet ADSL services have one month contract periods. SDSL and Un-contended ADSL services are subject to a 12month contract.

• 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.

If you do not currently have an active broadband service on your line and cannot provide a MAC (Migration Authorization Code) you will need to submit a new provision order, this type of order normally completes in 5-7 working days and will incur a £47 activation fee charged by BT.

If you currently have an active broadband service on your line from another provider and have a MAC you need to submit a migration order, this will normally complete in 3-5 working days. Migration orders do not incur an activation fee.

You are welcome to place your order over the phone, please contact the Support Team who will be happy to assist on 0800 331 7000.

All new provision orders incur an activation fee of £47. This charge is from BT 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.

If you have a broadband service on your line and have a valid MAC from your current provider you will not be charged an activation fee.

As long as your line rental is still with BT we can accept LLU migration requests. You can place your order online via the web site or over the phone with the Support Team on 0800 331 7000.

IDNet do not traffic shape.

IDNet do not restrict access to any sites or ports etc.

Bandwidth allowance is counted against downloads only.

• Home 2000 – 50:1 Contention ratio
• Up to 8Mb services (Home PAYG/Home Lite/Home MAX/Home SuperMax) – As BT will not confirm the maximum contention ratio for these services we are unable to confirm them to our customers.
• Business Starter/Business Network/Enterprise Network – 20:1 Contention ratio

Yes, you can have as many email accounts as you wish.

• @idnet.com email accounts can be filtered or unfiltered and are free acounts accessible via POP3/IMAP/Webmail.
• @idnet.co.uk email accounts are secure filtered accounts charged at £4 per month per email address, via POP3/IMAP/Webmail.

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

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

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.

Yes, with the exception of our Home PAYG service, basic web space can be setup via the Customer Account Portal, we also give you a Wordpress blog and a photo gallery.

Yes IDNet offer a dial up number should you require it. The service is charged as an internet call via your BT phone bill at the standard 0845 'local' call rate per minute. To use the service you must have caller ID enabled on your line.

Dial up number: 0845 6021131

User name/password: enter the same User name and password provided to you for ADSL connectivity.

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

You will need an ADSL modem or router to user our service, for ADSL2+ services you will need an ADSL2+ compatible router. IDNet recommend the Netgear range of routers which are both ADSL and ADSL2+ compatible and come pre configured for Internet access when purchased from us.

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.

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.

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.

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.

• 8am – 6.30pm Monday to Thursday
• 8am – 6pm Friday
• Support via email is available 24/7 at support@idnet.com

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.

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.

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.

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

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.

Unfortunately we currently cannot accept American Express cards.

Currently you cannot transfer a service from one premises to another. Instead you will need to place a new provision order once the BT line has been installed and registered in your name. You should also request a cease order for the broadband at the old premises to complete the day you move house.

We can transfer your broadband log in details to the new account so you should not need to reconfigure your hardware, all email accounts will remain active and registered to you. Please note that all new provision orders incur the £47 activation fee charged by BT.

BT have introduced a Simultaneous Provide service which means you can have the ADSL installed the same date as the BT line is installed. You will need to request this at the time of placing the new line order with BT, they will provide you with a Start or CSS reference and the appointment date, once you have this please contact the Support Team to have an ADSL order submitted to match the line installation by phone on 0800 331 7000 or by email at support@idnet.com.

Please note: We need at least 5 working days notice to successfully process a Simultaneous Provide order. BT do not guarantee this type of order therefore should the order fail for any reason there is no escalation procedure and a new provision order will need to be submitted in its place. Simultaneous Provision orders still incur the £47 activation fee.

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.

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 contact the Support Team on 01462 659350

Please send an email to support@idnet.com detailing your user name and line number and why you are requesting your MAC, this will then be generated and sent to your contact email address on file. Alternatively if you do not have access to email please contact the Support Team on 01462 659350.

If you are having a new line installed by BT and would like broadband enabled on the line it may be possible to submit a Simultaneous Provide Order. This type of order is 2 sided and allows your broadband service to be activated the same day the BT line is installed. BT Retail (0800800150 or 0800800151) will arrange the BT line installation and IDNet will arrange the broadband installation.

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 BT line installation has been completed and the number is listed in the BT data base. The broadband should then be activated 5 Working days later.

Please remember that all Simultaneous Provision Orders and standard ADSL Provision Orders incur a £47 Activation fee. This fee is charged by BT Wholesale for enabling the line for broadband and is passed on by IDNet to the customer at cost and up front to avoid lengthy contract periods.

To place a Simultaneous Provide Order you will need to request a CSS reference number from BT at the point of ordering the BT line installation. BT should then provide you with the proposed line number, CSS reference and installation date. The CSS reference should be alpha numeric and look something like: AAA123BB.

Once you have all this information please contact IDNet to place the broadband side of the order.

Please note; There must be at least 5 working days between placing your order with IDNet and the BT line installation for the Simultaneous Provide Order to be successful.

Unfortunately Simultaneous Provide Orders can only be submitted if there is a minimum of 5 working days between the BT line installation and the date the order is placed with IDNet. If there is less than 5 working days you will have to wait for the line installation to be completed. Once you have an active line and your number is listed in BT's database you can contact IDNet to place a standard ADSL Provision Order which will aim to have your broadband activated in 5 working days.

Please note; It can take 24/48hrs after the BT line installation has completed for the BT data base to update.

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.