Questions about ADSL

Q.1 What are the key benefits/features of Interactive Web ADSL?
A. Speed. It provides high-speed digital access -up to 40 times faster than today's typical modems depending on the product you choose. Always On. 24 hrs/day. You the Customer no longer have to waste valuable time obtaining a dial-up connection. Flexible It does not affect the normal telephone, so you can make and receive telephone calls or faxes whilst they are on line. Fixed prices Using ADSL does not incur call charges, you simply pay a fixed fee for as much access as you need. Day or Night.

Q.2 What PC specification/operating system and equipment will I need for the business 500/1000/2000PLUS Network ?
A. Pentium 166 MHz or equivalent,
32Mb RAM,
16 bit sound capability,
4-speed CD ROM player,
Video card/display capable of 800x600,
256 colours, SVGA monitor,
150Mb free on the hard drive. All versions of Windows 95 (except Win 95a,) Windows 98 - 98B, Windows 2000 professional, NT4 SP3 (workstation). BT Standard phone line and account.
One dedicated wall main socket for the modem/router.
A available (Network point on your computer, 10baseT compatible Ethernet interface with an RJ45 connector.)

Q.3 What Apple Mac specification/operating system and equipment will I need for the business 500/1000/2000 PLUS products (Ethernet) ?
A. PowerPC 601 or equivalent,
32MB System Memory,
2-speed CD ROM player,
Video driver and display capable of 800 x 600, 256 colours,
100MB free space on hard drive,
OS8.1 or higher, Open Transport 1.3 Networking Software,
10baseT Network Adapter with an RJ45 connector. BT Standard phone line and account.
One dedicated wall main socket for the modem/router.

Q.4 What PC specification/operating system and equipment will I need for the business 500 (USB)?
A. Pentium 200 Mhz or equivalent,
32Mb RAM,
16 bit sound capability,
4-speed CD ROM player,
Video card/display capable of 800x600, 256 colours, SVGA monitor,
150MB free on the hard drive,
Windows 98, 98SE or 2000 Professional. Available USB port on the computer. (Windows Software may be required for installation)
BT Standard phone line and account.

Q.5 What Apple Mac specification/operating system and equipment will I need for the business 500 USB?

A. Currently not available. Support for this product will be provided later this year .

Q.6 How can I tell if my PC will work with business 500 USB?

A. For a start, how old is it? If it was made before 1997, it probably won't support USB; during 1997, it probably will; since 1997, it almost certainly will. Then check the ports (sockets) on the back for a USB port symbol. For a full check you can either go to, download and then run the free USB evaluation utility.

Q.7 Do I need any software for the installation?

A. All customers will receive a CD in their welcome pack upon ordering. Customers who have ordered business 500 USB will also receive a USB installation CD (this will be provided by the installation engineer)

Q.8 Can I use the basic telephone connection at the same time?
A. Yes, you can use the Internet at the same time as the telephone. You will continue to receive your normal bill with existing services, e.g., Friends & Family, BTTogether, & all select services.

Q.9 Can customers keep an existing telephone number?
A. Most customers will be able to keep their existing telephone number. If you use another telephone service provider you have to have a BT line installed, however this will still be subject to survey.

Q.10 How many computers can be connected to my service?
A. Customers may only connect one computer to the business 500 USB product. Customers may directly connect up to four computers to the Network products. A further six computers may be added via a hub (this is not provided).

Q.11 What is the specific transmission speed for Interactive Web ADSL?

A. Up to 2000kbps depending on the product you have chosen. There is also a contention ratio of 20:1 or 50:1, again depending on the product you have chosen.

Q.12 What telephone service will I need to have to take the ADSL service?

A. Currently we can only convert standard BT telephone lines and not BT ISDN or BT Highway lines. However, BT are currently trialling the conversion of BT Highway and BT ISDN to ensure the best level of customer service.

Q.13 Can I have another telephone extension running from the splitter?
A. Yes, additional telephone equipment may be connected using an approved telephone two-way adapter.

Q.14 Will I still be able to use my dial-up connection?
A. Yes. Any dial-up connection already working on your computer will continue to work as before.

Q.15 What does the installation consist of?
A. business 500 USB product: a 'splitter' (that splits the Telephone calls from ADSL signals), an ADSL modem, and a cable that connects to the customers computer. Business 500/1000/2000 network products: combined modem and Ethernet router, and a cable that connects to the customers computer.

Q.16 Can I choose my installation date?
A. Yes, the current lead time is approx. 10 working days and you can also choose an am or pm slot. An exception may be when BT engineering need to change an appointment date - if this is the case, We will contact you to arrange another convenient appointment.

Q.17 How much will the service cost me?
A. All costs can be found from in the 'ADSL Services' section.

Q.18 How do I pay for Interactive Web ADSL
A. Business products: invoiced quarterly to be paid in advance.

Q.19 What is the effect of installing ADSL on my dial up line ?
A. Generally the modem will work as normal but some makes may experience a lower grade of service. Any dial-up connection already working on your computer should continue to work as before.

Q.20 What is the effect of installing ADSL on my Fax line?
A. Your fax will continue to work as normal.

Q.21 What is the effect of installing ADSL on my alarm line?
A. Most alarm systems will operate as normal, but some which use 'out of band' (greater than 4khz) signaling will be incompatible. To check whether your alarm system is compatible please refer to your alarm system manual or provider.

Q.22 Will my Digital Switchboard work with an ADSL connection?
A. If your requirement is to operate a digital switchboard, we recommend keeping your digital line and getting a separate analogue service for ADSL.

Q.23 What happens to my connection if I move location?
A. Your connection will have to be ceased and you may be liable to pay for the remaining term of your contract. Please see the Terms & Conditions for full details. If you want ADSL at your new Location you will need to place a new order (subject to ADSL availability and survey).

Q.24 Can a company have more than one ADSL connection, for redundancy/up time?
A. Customers can have 2 lines however, Interactive Web do not guarantee service on ADSL connections, therefore we do not suggest an additional ADSL line for redundancy/up-time.

Q.25 Can a customer upgrade from business 500 USB to business 500/1000/2000 Network products or downgrade from business 500/1000/2000Network to business 500 USB/?
A. Currently, this is not available, but is under evaluation.

Q.26 What are the limitations of who can receive the service?
A. There are a number of factors that will determine whether you will be able to take advantage of ADSL. Your local exchange will have to have been upgraded by BT to provide ADSL services. You will also have to be within a certain distance of your local exchange. ADSL is distance dependent - customers will typically need to be located less than about 3.5-4km (3 miles) from the local exchange. We expect 90% of people in the exchanges will be able to receive the service. The availability of the service is always subject to survey.

Q.27 How do I find out where my local BT exchange is/how do I contact them?

A. There is no need for a customer to know where their local exchange is. Customers may determine if their local exchange has been ADSL enabled by using the Telephone number checker on the site.

Q.28 Can I keep my old e-mail address?
A. Yes, providing you maintain the necessary subscription. We advise customers to let all of their contacts know that they have changed their e-mail address once they have ADSL installed and then regularly check their old e-mail for 2-3 months or have e-mail forwarding set up.

Q.29 Can I get a USB extension cable?
A. Yes, you can buy a longer USB cable (maximum 5 meters long).

Q.30 What do USB ports look like?
A. The USB port is rectangular in shape (the aperture is about 12 mm long) usually found in pairs (refer to Welcome Pack Book/CD ROM for symbol usually found next to the port).

Q.31 Does ADSL use NAT (Network Address Translation)?
A. The business Network products do use NAT. Business 500 products do not.

Q.32 What IP addressing do I get?
A. Interactive Web customers are dynamically allocated a single (temporary) IP address. You can upgrade to a fixed IP Address.

Q.33 Will all BT Select services be supported?
A. Yes, all Select Services can be supported on your BT phone line, including Call Waiting, Call Return and Caller Display.

Q.34 Can I have (use) my own domain name with Interactive Web ADSL?
A. Yes. Your domain name would have to be transferred to our name servers.

Q.35 Will your products support a Simple Mail Transfer Protocol (SMTP) mail feed?
A. Yes, all products support Simple Mail Transfer Protocol (SMTP) .

Q.36 Can I get POP3 (Post Office Protocol) mail, as I do now?
A. Yes, but you will need to configure your e-mail client software accordingly.

Q.37 Can I use other browsers or versions of IE5?
A. Yes, although you may not get the same levels of performance as with the IE5.

Q.38 What are the upgrading options for higher bandwidth services?
A. Higher bandwidth services are available for our business network products.

Q.39 Are the speeds, inbound and outbound, guaranteed?
A. No. At best, BT will offer access at up to 2000kbps downstream (depending on the product you have chosen) and up to 250 kbps upstream. Speeds will vary depending on various factors including the number of other users online at the time and the overall usage across the internet. As with any other internet connection, the overall transmission speed is limited to that of the weakest link in the network 'chain' that connects you with whatever website or other resource you are connected to.

Q.40 What is the contention ratio?
A. business 500 USB - 50:1, business Network products - 20:1

Q.41 What does contention ratio mean?
A. The current contention ratio for our products vary between 50:1 and 20:1. This means that at any one time, up to a maximum of 50/20 people may be trying to use the same broadband bandwidth as you between the local telephone exchange and Interactive Web. This may result in customers experiencing lower speeds. However, the likelihood that the 50/20 people you are contended with are all trying to send and receive data at the very same instance is not that likely. Hence the service is good for bursty content such as viewing web pages, which is what most people do, but large file transfers/data streaming may experience fluctuating speeds.

Q.42 Given that data speeds are exponential (e.g. 16,32,64,128,256,512) why do some sources quote 512/256kbps and your website quotes 500/250?
A. BT, our network provider, states that their network will support up to 500kbps downstream and up to 250 kbps upstream, therefore, this is why we quote the same speeds.

Q.43 What is Network Address Translation (NAT)?
A. NAT is an acronym for Network Address Translation. It operates as a solution to having multiple, global IP addresses. Network Address Translation has the benefit of increased security on your network.