Frequently asked questions

What speeds can you deliver?

Standard speed is up to 2Mb. 35Mb is available for premium and business subscribers.

What is the installation charge?

Standard installation is £100. This allows for the antenna and standard bracket to be fixed to the property. Should the pre-installation survey reveal reception problems then additional work and equipment may be needed which would be priced separately.

Do you provide a special business service?

Yes. Prices vary depending on the down and up speeds required but up to 10Mb can be achieved. Installation fees would also apply with equipment to deliver such speeds to remote areas being priced accordingly.

What are Down and Up speeds?

When we refer to the speed being up to 2Mb, this is the ‘download’ speed which is usually connected directly with a 0.5MB upload speed. So the speed a user downloads a file to their PC is the first figure and when they send a file (email for example) then that is at the upload speed. 4Mb download comes with 0.75Mb upload speed.

Do you provide email services?

Not at present. There are many email providers available on the internet for users - popular ones include GMX, Googlemail and Hotmail.

Do you provide web hosting?

No.

Do you provide a wireless router?

No.

What type of router will I need?

If you require a router you should purchase a wireless cable router. This type of router can be bought from PC World, Currys or Maplin. Any queries about routers can be discussed in greater detail with the technician at the time of the survey.

Is there a limitation on downloads?

There is no specific set limit. However, a fair usage policy does apply so where excessive use results in other users receiving a reduced level of service, allpay Broadband will discuss the issue with the user involved and talk through the options available – these may be higher charges for using the service or an agreement to use the service outside of peak times.

What are your support levels?

Telephone support is available between 08:30am and 17:30pm weekdays only.

What happens if there is a problem with the service out of standard business hours?

Faults within the system are reported directly and automatically to our technicians. Depending on the severity of the fault they will attend to the problem either immediately or on the next working day.

Are response times different for business users?

No, not at present. However, we can agree hardware replacement service within 24 hours if needed and this would be charged on a bespoke basis.

I have concerns over the safety; can you reassure me there is no danger?

Reference should be made to papers that can be downloaded from allpaybroadband.net/health.

Do you charge a call out fee?

If one of our technicians is called to investigate a problem a customer is experiencing and the problem is not related to the allpay Broadband service, a fee of £100 + VAT will be charged on the next direct debit.

What is the latency with wireless broadband for the equipment you are using?

5-10 milliseconds

What is the power output from the antenna?

Approximately 0.5 watts.

What frequency does the system operate on?

5.4 GHz.

What sort of cable will be used?

Standard ethernet CAT5 cable.

What hardware do you use?

Motorola Canopy Wireless Broadband equipment.

Where is client data stored?

This is held on secure servers and is not accessible to parties other than allpay Broadband.

Is data encrypted over this system?

Standard levels of encryption apply. Should you wish to transmit data that is sensitive then you should use a program to encrypt the data to a level that you are satisfied with.

Can you provide firewall software?

allpay Broadband does not supply such software.