Broadband Speeds Explained

So that our customers can understand what to expect from their broadband connection in terms of speed, and to explain simple steps to improve your speeds, we have devised the following guide.

Firstly, we should make it clear what we mean by broadband speeds. The speed at which you access website pages or files from the Internet is known as your download speed. The speed at which you send files (eg sending an email or uploading pictures to a website such as Facebook) is your upload speed. Typically the download speed will be typically faster than the upload speed especially as the majority of applications require this to be the case.

Different Speed Packages

We currently offer three speed profiles:

1. ADSL Max upto 8Mbps downstream
2. ADSL 2+ upto 20Mbps downstream
3. ADSL 2+ upto 16Mbps downstream

For many years we have solely operate with the ADSL Max upto 8Mbps profile, as have most ISPs. This operates through our BT Wholesale central pipes on what BT refer to as the 20CN (CN = Century Network) platform. Since March 2010 we have now started to offer ADSL2+ connections, which are capable of speeds upto 20Mbps, through the BT Wholesale 21CN platform. 21CN is being rolled out across all local exchanges and is designed to replace aging equipment within local exchanges for both voice and data services.

The third solution listed is another ADSL 2+ solution, which operates outside of the BT Network and forms what is known as our "Option 5" product. This by-passes the BT Wholesale network, and as a result we can purchase cheaper bandwidth and operate it on an unmetered basis.

Which Platform Will I Be On?

Existing customers who have previously been on our ADSL Max product, but have had their exchange enabled for 21CN will have remained on an ADSL Max product, but will have switched platforms. This gives them the option to upgrade to an ADSL 2+ profile should they wish to access higher speeds. The subscription cost remains unchanged.

New customers, purchasing our Option 1-4 packages, will be migrated to the 21CN platform. If your predicted ADSL 2+ speed are higher than what ADSL Max can deliver we will place you onto the upto 20Mbps profile. If however the predicted speeds are lower, then you will be placed onto an ADSL Max profile as this will be deemed to be in your best interest for stability.

How Can I View My Predicted Speeds?

Our ADSL Availability Checker will allow you to access this information. The checker will show you:

• The available products within your exchange (eg BT 20CN, BT 21CN, Option 5 etc)
• Confirmation of the predicted ADSL Max speed
• Confirmation of your ADSL 2+ speed (as long as the exchange is capable of delivering ADSL 2+ services)
• Confirmation of the exchange you are connected to
• The post code that BT Wholesale associate with your phone line (some times this can differ from the Royal Mail)

The checker can use either your phone number or post code. You will find that the phone number method is more accurate.

What Can Affect Your Broadband Speeds?

There are lots of factors that can impact on the speed of your broadband connection:

• The length of your phone line from the BT local exchange
• The quality and age of internal and external wiring
  
• The quality and length of internal wiring from the master socket to your router (shorter the better)
• Quality of your ADSL filter / splitter
• Connecting to the router wirelessly as opposed to connecting with an RJ45 cable
• The age of your router and computer equipment
• Weather conditions (eg affecting the external wiring and connections to your premises)
• Non-ADSL equipment including seasonal decorations (eg Christmas tree lights)

Should you wish to raise a slow broadband fault with us, we will want to run through various steps to ensure that some of these issues that are within your control are ruled out.

How Can I Improve My Speeds?

There are various simple steps which may help:

• Ensure you leave your router powered up and connected at all times. When you constantly connect / re-connect a router sometimes it can have an adverse effect on the speeds achieved.
• If you are connecting wirelessly, try using an RJ45 cable. Sometimes wireless signals can suffer from interference.
• If you are using a wireless connection ensure that you have security enabled. It is quite possible that other users may be connected to your signal if left unsecured.
• Replace your router if it old, especially if you wish to gain the most from ADSL 2+ connections. Alternatively ensure that you have the very latest firmware for your existing router.
• Don't connect your router using long extension cables. Ensure that they are kept as short as possible, such as using the supplied cables with your router (approx 1 meter).
• Ensure you are connect to the master phone socket, not a slave socket. The master socket is typically located nearest to the front door. Using slave sockets which feed from the master can have the same effect as a long extension cable.

ADSL Max Upto 8Mbps Exchanges

Services provisioned on exchanges which are enabled to support up to 8Mbps will have download speeds no higher than 7,150Kbps.

Fluctuation in broadband line speed is expected to occur within the first 10 days of service whilst your line speed trains to the maximum it can reliably support. The profile is then set by BT's equipment within the exchange. It is important that you leave your router powered up and connected throughout this training period to get the most from it.

ADSL 2+ Upto 20Mbps Exchanges

Services provisioned on exchanges which are enabled to support up to 20Mbps will have download speeds no higher than 21,000Kbps.

Fluctuation in broadband line speed is expected to occur within the first 10 days of service whilst your line speed trains to the maximum it can reliably support. The profile is then set by BT's equipment within the exchange. It is important that you leave your router powered up and connected throughout this training period to get the most from it.

IMPORTANT

Some of the following points may be considered obvious, but they are important to note:

• ADSL broadband is not supplied with any form of warranty. It may take BT more than 24 hours to fix some problems.
• For those operating mission critical applications it is always recommended that you consider a backup Internet connection or a more resilient solution with a service level agreement, such as a leased line.
• ADSL is a contended service. As such latency and pings times can vary. We cannot make any guarantees regarding the speeds achieved.
• Please do not make requests for part refunds, good will gestures, or free services in the event of less than desirable performances. We are unable to offer these. We will always ensure that any faults are dealt with quickly and efficiently, but sometimes we have to rely on our partners such as BT Wholesale which can delay matters.
• The quality and speed of your ADSL broadband will be affected by your line. If you suffer from poor quality calls, crackles or any form of interference these are issues you must take up with your line rental supplier. They are outside of our influence and should be treated as voice affecting faults. Once addressed you may find that the broadband faults are also fixed.
• No matter how tedious some of the questions we ask you may seem when fault fixing, we only ask for information that will assist in getting a quicker fix to your problem. Sadly BT Wholesale haven't developed any magical tools to fix problems within minutes, so the first step will be to fact find in order to discover the best way forward.

Further Assistance

Should you have any questions about the points raised on this page, or for further information about our broadband packages, then please do not hesitate to contact us either via email (solutions@icukhosting.co.uk) or phone on 0845 00 99 175.