Before you do anything else, run through our Broadband troubleshooting sections.
It’s also important that you check all your equipment is working. If an Engineer visits and finds your equipment or settings are the cause of your problem you will be charged for the callout and we don’t want that! The Broadband Help & Support sections should enable you to quickly and easily resolve your problems. Before proceeding you may like to check that you have:
Still having issues? Please select your router below:
The first step in setting up / changing settings in router is to connect via a network cable which you would have received in the original packing for the router, generally it’s a light grey coloured cable with yellow connectors.
Once you have the cable connected between the router and the computer we are ready to proceed with the next step.
Accessing the Router
To access the router click here.
Should the link not work, open the browser and type in the address bar 192.168.1.1
Below are some examples how it would look:
Internet Explorer
Mozilla Firefox
Google Chrome
Safari
Logging into the router
Once you have loaded the page you will see the following screen:
Enter your password which will be either the first 5 digits of your landline telephone number.
Then click on OK.
The following screen will appear:
Click on admin (top left).
Next you will be presented with the following screen:
Click on Technicolor Gateway.
You will then be presented with the following screen.
Under Pick a task… Click on Setup My Technicolor Gateway.
The following pop up screen will appear:
To see the password is typed correctly tick the Show Password Box.
Click Next.
You will be presented with the following:
Click on OK.
You will then be presented with the following screen:
When the router has finished Configuring, the following will be displayed:
Click on OK.
The following message will be displayed:
Click on Next.
The following screen will be displayed:
Click on Apply.
When the router has completed Configuring, the following message will be displayed:
Click on Close.
The following screen will appear:
Updating Wireless Settings
Click on “Wireless” under “Home Network”.
To access Wifi settings – click on “Configure” (in the top right of screen).
The following is an example of the screen that will appear:
On the above page you can change the broadcast name (SSID), the Wifi password and Wifi Channel.
To change the Wifi channel put Channel Selection to Manual, the Channel drop down box will appear. Click on it and choose which Channel to put the router on.
Then Click Apply at the bottom of screen.
To perform a Wireless scan of the environment, Click on “Wireless Environment”.
The following screen will appear:
To refresh the scan click on “Re-Scan”.
The plot and the list shows the results of the wireless scan. The router has 13 Channels (1 through 13). You want to choose a Channel that is either not appearing in the list or has a low signal strength.
To re-access the Wifi settings from the Wireless Environment Click back on Home Network.
Click on “WLAN”.
The following screen will appear:
Click on “Configure” (top right).
The following screen will appear:
On the above page you can change the broadcast name (SSID), the Wifi password and Wifi Channel.
To change the wifi channel put Channel Selection to Manual, the Channel drop down box will appear. Click on it and choose which Channel to put the router on.
Click on “Apply”.
The first step in setting up / changing settings in router is to connect via a network cable which you would have received in the original packing for the router, generally it’s a light grey coloured cable with yellow connectors.
Once you have the cable connected between the router and the computer we are ready to proceed with the next step.
Accessing the Router
To access the router click here.
Should the link not work, open the browser and type in the address bar 192.168.1.1
Below are some examples how it would look:
Internet Explorer
Mozilla Firefox
Google Chrome
Safari
Logging into the router
Once you have loaded the page you will see the following screen:
Enter your password which will be either the first 5 digits of your landline telephone number.
Then click on OK.
The following screen will appear:
Click on admin (top left).
Next you will be presented with the following screen:
Click on Technicolor Gateway.
You will then be presented with the following screen.
Under Pick a task… Click on Setup My Technicolor Gateway.
The following pop up screen will appear:
To see the password is typed correctly tick the Show Password Box
Click Next.
You will be presented with the following:
Click on OK.
You will then be presented with the following screen:
Click on OK
When the router has finished Configuring, the following will be displayed:
Click on Next
The following screen will be displayed:
Click on Apply
When the router has completed Configuring, the following message will be displayed
Click on Close
The following screen will appear:
Updating Wireless Settings
Click on “Wireless” under “Home Network”.
To access Wifi settings – click on “Configure” (in the top right of screen).
The following is an example of the screen that will appear:
On the above page you can change the broadcast name (SSID), the Wifi password and Wifi Channel.
To change the Wifi channel put Channel Selection to Manual, the Channel drop down box will appear. Click on it and choose which Channel to put the router on.
Then Click Apply at the bottom of screen.
To perform a Wireless scan of the environment, Click on “Wireless Environment”.
The following screen will appear:
To refresh the scan click on “Re-Scan”.
The plot and the list shows the results of the wireless scan. The router has 13 Channels (1 through 13). You want to choose a Channel that is either not appearing in the list or has a low signal strength.
To re-access the Wifi settings from the Wireless Environment Click back on Home Network.
Click on “WLAN”.
The following screen will appear:
Click on “Configure” (top right).
The following screen will appear:
On the above page you can change the broadcast name (SSID), the Wifi password and Wifi Channel.
To change the wifi channel put Channel Selection to Manual, the Channel drop down box will appear. Click on it and choose which Channel to put the router on.
Click on “Apply”.
When connecting a device wirelessly to your router we recommend following the manufacture’s guidelines. Home Telecom is not responsible for supporting these devices. Below are some external links to assist you with common devices.
External links are selected and reviewed when the page is published. However, Home Telecom is not responsible for the content of external websites.
If you can’t get online the first thing we need to do is look at the lights on your router or modem. These will help to determine what the problem is.
The DSL light:
The DSL light shows if you’ve got a broadband signal between your property and the BT telephone exchange. Sometimes this light has a different name – it’s usually one of DSL, ADSL, SYNC or LINK. On a Netgear router this light is represented by a lowercase i.
The Internet light:
Take another look at your kit, one of the lights will show if you are connected to our network. Again, the light might be called a different name but it’s usually called internet or represented by a tick or globe.
a. Both the DSL and Internet Light are off or Flashing
If either the Broadband and Internet lights are OFF or FLASHING this means that your router can’t connect to the telephone exchange. This can be caused by a broadband fault or a problem with your wiring, filters or sockets.
Before reporting a fault check your equipment and settings
Make sure your telephone line is working:
You’ll see problems with your broadband if the telephone line isn’t working properly. Pick up a telephone handset and check for a dial tone:
Check your Microfilters:
Broadband shares the line with your telephone service. Microfilters separate the signals and prevent one from interfering with the other. Anything connected to your line needs to pass through a microfilter.
Test from the master socket:
Make sure your extensions and cabling are ok by testing your broadband in the master socket. You’ll find it at the point where the telephone line enters your property.
To test, unplug everything from your line (including set-top boxes, other telephones and microfilter) and connect your router to the master socket through one microfilter.
Try a different router:
If you’ve fixed the problem but your broadband is now slow, don’t worry; it’s normal to see a temporary drop in speed after a broadband problem is fixed. It can take up to three days before your speeds return to normal. See Broadband speed – the basics for more on this.
If your speeds don’t increase after 2-3 days, take a look at our other Help & Support pages.
b. The Broadband light is on but the Internet Light is off
If the Broadband light’s ON and Internet light’s OFF this means that although you’re connected to the telephone exchange, you can’t connect to our network. Before reporting a fault check your equipment and settings.
Make sure your telephone line is working:
Check your settings:
First make sure your connection username and password are entered correctly
If you’re using a router, make sure it’s using the following settings:
Try a different router:
If you’ve fixed the problem but your broadband is now slow, don’t worry; it’s normal to see a temporary drop in speed after a broadband problem is fixed. It can take up to three days before your speeds return to normal. See Broadband speed – the basics for more on this
If your speeds don’t increase after 2-3 days, take a look at our other Help & Support pages.
c. The Broadband and Internet Light are both on
If both the Broadband and Internet lights are ON this means that your router is connected to the internet, but something is stopping data from reaching your computer.
Things to consider
Do you have more than one computer connected to your network? If so, are you getting the same problem on each one?
If you use a Router to connect to your broadband try the following guides:
1. Checking to see if your computer is connected to the router
For Windows based Operating System:
Go to the Start Menu and choose Control Panel
For MAC based Operating System:
If your Mac connects via wireless, click on the wireless icon on the top bar.
2. Testing the connection between your computer and router
Firstly, if you use a firewall, turn it off for a few minutes. If this fixes the problem then check through your firewalls rules and remove the entry that’s causing problems or just reinstall it. Otherwise continue through this guide.
Open your web browser (ignore any error messages the browser shows you) and type your routers IP address into the address bar. This varies between models but is usually along the lines of http://192.168.X.X. For Thomson & SpeedTouch routers, the address is http://192.168.1.254/. Check the router instructions if you don’t know the address for your router.
When you’ve entered the address you should be taken to the routers admin page. If you can get this far then your computer is connected to the network and can talk to your router.
Enter http://212.58.251.195/ into your browsers address bar and it should load up the BBC website.
If the BBC site loads:
If the BBC site doesn’t load:
If the routers admin screen does not load:
If you use a USB Modem use to connect to your broadband try the following guides
If you use a firewall, turn it off for a few minutes. If this fixes the problem then check through your firewalls rules and remove the entry that’s causing problems or just reinstall it.
If you’ve tried the suggestions on this page and you still can’t connect, report the fault to our Support Team, either by calling us on 01403 216134 or email us at broadbandsupport@hometelecom.co.uk
For a reliable broadband service, you must have correctly fitted microfilters. These modest devices stop the voice service on your telephone and your broadband signal from interfering with each other. If this happens your broadband connection may not work, or you may hear high-pitched noises when you make phone calls.
Fitting microfilters is straightforward, but can get more difficult if you have a more complicated arrangement of telephone equipment and line extensions. Things like Sky TV’s telephone connection, fax machines and burglar alarms can all cause problems. This guide will tell you everything you need to know to make sure you have your microfilters attached correctly.
Microfilter (also known as a filter or splitter)
It looks like a telephone adapter/line splitter (a device that lets you connect two telephones to one line). A microfilter is different because it filters out signals that might cause problems. There are two sockets on a microfilter, one for your broadband hardware, and one for an optional telephone device.
Telephone master socket
This is the box into which your telephone line arrives from outside. You might have several telephone sockets in your home or office, but this is the one from which all other sockets are extended.
Telephone extension
These can be built in, and may look just like your master socket, or you might use a “loose wire” extension. Extensions can give you more options for the placement of your broadband connected computer, but can cause problems if they are of poor quality, or damaged. Faulty extensions are a common cause of broadband faults. The first thing you should do if you suffer a connection problem is test your service from your master socket.
Connecting direct to the master socket
This is the ideal layout, with less potential for problems. If you experience problems with your broadband connection, you need to test your service with
this layout to confirm the problem isn’t down to a bad extension cable, or interference from another connected telephone device.
In case there is a problem with your telephone handset, you should disconnect it from your microfilter during testing.
If you still find you have problems, make sure that you test an alternative microfilter. Broadband hardware is usually supplied with a spare microfilter.
Note that it is possible to connect your broadband hardware to the phone point without the use of a microfilter IF you have the appropriate modem cable (a telephone cable from an old dial-up modem will often work). Make sure that there are no other telephone devices plugged in on the same line, or extensions.
Connecting using an extension
Many people need their broadband service carried to a different room in the house from the one containing the telephone master socket.
Unless you are using wireless equipment this is done using a telephone extension of some type.
It is vital that a microfilter is placed on all extension points on which telephone devices are attached.
Connecting with a complicated layout
If you have a complicated arrangement of telephone equipment and extensions on your line, it becomes increasingly important that
you test your broadband service from the master socket, with all other devices disconnected. You can then re-connect each device in
sequence to see which device is causing the problem.
Attaching more than 4 telephone devices (phones, fax machines etc) to a telephone line is likely to cause problems as each device reduces the signal strength and increases noise
Connecting it wrongly
You should never have your broadband equipment attached to a telephone extension that is itself attached to another microfilter.
This is because the broadband signal will be mostly blocked, and is unlikely to work at all.
Broadband Service Dropping Out
Tracking down the cause of a dropping connection can be difficult. They can be caused by line faults, a problem with your equipment or something external to your property.
If your broadband drops a lot, your line speed will automatically be reduced. This is a temporary measure to try and stabilise the connection, once the cause of the dropping is found and fixed, your line speed will return to normal.
Before reporting a fault check your equipment and settings.
Make sure your telephone line is working:
You’ll see problems with your broadband if the telephone line isn’t working properly. Pick up a telephone handset and check for a dial tone:
Check your Microfilters:
Broadband shares the line with your telephone service. Microfilters separate the signals and prevent one from interfering with the other. Anything connected to your line needs to pass through a microfilter. If you need help with this, our Fitting Microfilters Guide will show you how to set them up properly.
If you’re happy that your microfilter(s) are fitted correctly, go to Test from the master socket.
Test from the master socket:
To test, unplug everything from your line (including set-top boxes, other telephones and all microfilters) and connect your router to the master socket through one microfilter.
If this has fixed the problem: Either your extension wiring or something connected to your line is causing the problem. Find out which by checking after plugging each piece of equipment back in. Try replacing your microfilter(s) if you can’t find the culprit.
If there’s still a problem try a different router…
Other things to consider:
Keep an eye on the times when your connection drops. If you spot a pattern does it coincide with anything else that happens at the same time?
Has anything changed recently – either with your setup or in the local area? We’ve found that bad weather, Christmas lights and new telephone handsets can all cause problems.
If you’ve fixed the problem but your broadband is now slow, don’t worry; it’s normal to see a temporary drop in speed after a broadband problem is fixed. It can take up to three days before your speeds return to normal. See Understanding Broadband Speeds for more information on this.
If your speeds don’t increase after 2-3 days, take a look at our Slow Broadband section for help and advice.
If you’ve tried the suggestions on this page and you still can’t connect, report the fault to our Support Team, either by calling us on 01403 216134 or email us at broadbandsupport@hometelecom.co.uk
Is your broadband running slow, or not as fast as you’d expect? There may be a line fault, a problem with your equipment or your line might not be able to go any faster than it is now. This guide will show you how to find out and what you can do about it.
How fast can your line go?
Before you start troubleshooting, you need to know how fast your line can actually go. Put your number in the BT Availability checker. The results will confirm the exchange you’re on and the maximum speed your line can support. The web address is: www.btwholesale.com/includes/adsl/main.html.
What’s causing the problem?
Run a speed test which can be done at the following web address: www.speedtest.net. The results will show your current speed and how your line is profiled.
In order of importance, the stats you should look for are:
If the Downstream Rate is lower than it should be
On a stable line the Downstream Rate should be close to the maximum speed reported by the BT Availability Checker. In the event of a problem, the Downstream Rate will reduce to try and keep the broadband service stable. Before reporting a fault, you should check everything mentioned below to make sure your equipment is set-up and working properly.
Please Note: A low downstream rate will also reduce the IP Profile. If your downstream rate increases at any point, it needs to stay that way for 2-3 days before the IP Profile increases. See Understanding Your Broadband Speed for more information on this.
You’ll see problems with your broadband if the telephone line isn’t working properly. Pick up a telephone handset and check for a dial tone:
Check your Microfilters:
Broadband shares the line with your telephone service. Microfilters separate the signals and prevent one from
interfering with the other. Anything connected to your line needs to pass through a microfilter.
Test from the master socket:
Make sure your extensions and cabling are ok by testing your broadband in the master socket. You’ll find it at the point where the telephone line enters your property.
To test, unplug everything from your line (including set-top boxes, other telephones and microfilter) and connect your router to the master socket through one microfilter.
The IP Profile is lower than the downstream rate
The IP Profile dictates the maximum speed you can download at, it’s set at your telephone exchange and will vary according to the condition of your line. In the event of a problem, the downstream rate will be reduced to try and improve stability. When this happens the IP Profile will quickly reduce to match. It will only rise if a line remains connected at a higher downstream rate for 2-3 days.
Bearing the above in mind, if your IP profile is considerably lower than your downstream rate, the problem will fix itself within a few days if your connection is stable.
If the problem doesn’t fix itself within 2-3 days, your connection is probably dropping – go to the section on Service Dropping Out for help and advice.
The download speed is lower than the IP Profile
In ideal conditions the download speed will be just under the IP Profile. If there’s a considerable difference, check the things mentioned below before reporting a fault.
Check Service Status:
If there are problems on our side of the network, we’ll post about them on Service Status. If a speed affecting
problem is open, make sure it’s closed before checking anything else.
Check for Viruses and Spyware:
Viruses and Spyware can slow down your computer and subsequently your download speeds. There are a number of programs
which can help you find and remove these from your system. Run a full virus scan to make sure your computer is ok.
Check your internal network and hardware:
If you’re using a wireless network, try connecting with an Ethernet cable. If this shows improvement in download speeds you
should consider changing the position of your router/computers and the channel that your wireless network broadcasts on.
If possible, try a different router or modem on your line. If this fixes the problem, your hardware is faulty and needs replacing.
Exchange Status:
Problems at your telephone exchange can affect your broadband speeds. If this is the case, BT will already be aware
of the problem and they’ll be planning to expand the exchange capacity to fix the problem.
You can contact our Support Team, either by calling us on 01403 216134 or email us at broadbandsupport@hometelecom.co.uk
When ordering your broadband through Home Telecom we are able to provide you with a pre-configured wired or wireless router which saves you the hassle of having to set your router up. Even if you are already using Home Telecom’s Broadband you can still order a pre-configured router today from our Support Team.
If you are using your own router here is a step by step guide to help you. This guide explains how to set up a router for home computer networks. The exact names of configuration settings on a network router vary depending on the model and whether it is wired or wireless. However, this general procedure will guide you through the process for the common kinds of home network equipment.
What You Need:
Guide:
Tips:
When connecting devices with network cables, be sure each end of the cable connects tightly. Loose cables are one of the most common sources of network setup problems.
What speeds should I be getting?
Your broadband will always try to connect at the highest possible speed available on your telephone line, what you’ll actually get is determined by:
When you sign up, move house or switch broadband product we’ll give you an estimate of the speed you should be getting. Ideally your speed will be close to this estimate.
*If your estimated speed is below 4Mb we’ll provide an up to 8Mb service instead of an up to 20Mb service, even if your telephone exchange is ADSL2+ enabled. This is to give you a more stable and reliable service and a better broadband experience. Read our ADSL2+ FAQ for more on this.
Why does my speed change?
After a problem is fixed, it takes about 3 days for speeds to return to normal.
Additional reasons that can cause speeds to change:
| Cause | How this can affect your broadband speed |
|---|---|
| Broadband faults | Any broadband fault can cause a drop in speed. This is particularly common in cases where broadband is disconnecting regularly. As mentioned above, speeds will return to normal once the broadband service has been stable for at least 3 days. |
| Telephone faults | Broadband is supplied over your telephone line, so it needs the line to be working properly. Subsequently, it’s common for telephone faults to cause problems with broadband service. You may see slow speeds or you might not be able to connect at all. In nearly all cases, once the telephone line is fixed the broadband will be too. Connection problems tend to clear up immediately, with slow speeds it’ll be a few days before your speed gets back to normal. |
| Wireless | The position of your router/computers and the channel that your wireless network broadcasts on can have a big impact on your wireless signal strength. A poor quality or low strength signal will reduce the speed you’re connected to the router and as a result of this, the speed at which you can download data. |
| Wrongly setup microfilters | If you’ve not connected these up properly you’ll not get the best broadband experience. It’s a common cause of intermittent connection and speed problems. You should avoid using long phone extension cables too. Check our Guide to Fitting Microfilters & Connecting Your Router for help. |
| Bad weather | Heavy rain or thunderstorms can play havoc with broadband speeds. In fact, a severe storm could even damage your equipment permanently. We’d suggest unplugging your equipment from the phone line and power socket. You can plug them back in after the storm has passed. |
| Electrical interference | Household equipment (either yours or your neighbour’s) can cause interference which often affects broadband speed. Things like TVs, alarms, fairy lights and set-top boxes are known to cause problems. |
| Your computer | Older machines can have trouble running newer software and operating systems, giving the impression that the broadband connection is slow. If your computer has picked up something nasty it can slow everything down. Make sure you’ve got the latest protection installed. |
What speed am I getting now?
To check your speed, run a few tests at www.speedtest.net
If the results are slower than you’d expect e.g. considerably lower than your original estimate, take a look at our My Broadband is slow guide in Broadband Troubleshooting.
A fair use policy applies to our Broadband service with unlimited downloads.
If you’re still having problems, report the fault to our Support Team, either by calling us on 01403 216134 or email us at broadbandsupport@hometelecom.co.uk
How fast will my broadband be?
We will ensure that you get the fastest speed available to you in your area. This means that you could get up to
20Mb, if your local telephone exchange is ADSL2+ enabled, or an up to 8Mb service if it’s not.
(
Note: If when you check your estimated speed it says less than 4Mb we’ll offer you an up to 8Mb service,
even if your exchange is ADSL2+ enabled. This would provide you with a more stable connection, meaning a better all round broadband service
).
What if I want to use the internet for gaming or downloading?
At Home Telecom we realise that it may not just web browsing you will want from your broadband package. If you
enjoy gaming, making frequent downloads, or use file sharing, please email
sales@hometelecom.co.uk
or call us on
01403 216131
with your property’s address and postcode and we will carry out a speed check for you.
My last provider tied me into an 18 month contract, how long do I have to sign up to Home Telecom for?
At Home Telecom we are determined to give you, the customer what they want which includes not being trapped by long term contracts.
If you are renting a property you will only sign up to match the length of your tenancy agreement, so no more worrying about being
in 18th month contract if you are only going to be there for 6!
As a Home Buyer you are only subject to a 6 month contract, providing you with the freedom and flexibility that you don’t get when handcuffed into 18 month contracts.
Does your service work with both PCs and Macs?
Yes. Our service supports both PCs and Macs.
What equipment will I need?
You'll need:
Your computer needs:
Can I connect more than one computer?
Yes, you can.
What if I have a problem?
You can contact our UK based customer service help desk 24/7 if you need our assistance. Our help articles and FAQs
will provide you with some quick answers to your questions. If this does not solve your issue then contact us.
Does anyone need to come to my house?
If you do not have a phone line in place, or are switching from cables an engineer may need to install a new phone
line at your property. If this is the case with your property, we will arrange an engineer appointment at a time
that is convenient for you.
How can I find out if broadband is available where I live?
Around 99% of UK telephone exchanges are broadband enabled. To find out about your exchange, go to our homepage
and click Check Availability. You’ll just be asked to enter your telephone number and postcode to start off with.
When you do this we can then tell you:
Switching to Home Telecom
I already have broadband, how do I switch?
Simply go to our sign up page or call our 24/7 customer service team who will guide you through the process.
Do I need to contact my current provider?
Yes, you’ll need to give them a call to get a MAC Key (also called a MAC Code). The key will let you switch your
broadband to Home Telecom, without it you won’t be able to move to us. To help you we’ve listed telephone numbers
for all the major broadband providers below.
| Broadband provider | Telephone number |
|---|---|
| AOL | 0844 499 5555 |
| BT Yahoo (Residential) | 0800 085 2819 |
| BT Yahoo (Business) | 0845 600 7020 |
| BT Broadband | 0800 328 6738 |
| Demon | 0845 272 2333 |
| Eclipse (Residential) | 0845 122 4111 |
| Eclipse (Business) | 0845 122 4333 |
| Freedom2Surf | 0871 230 9312 |
| Madasafish | 0844 395 0830 |
| Nildram | 0871 230 9300 |
| Orange | 0844 871 0079 |
| O2 | 0800 230 0202 |
| Pipex | 0871 663 3300 |
| Plusnet | 0845 140 6002 |
| Sky | 0844 241 0515 |
| TalkTalk | 0870 444 1820 |
| Tiscali | 0845 077 4488 |
| Virgin | 0845 454 1111 |
| Zen | 0845 058 9009 |
Can I use a MAC key to move from cable broadband?
ADSL and cable broadband don’t work in the same way, so services can’t be switched using a MAC Key. However,
when you sign up online we’ll be able to check that you’ve got a cable line and explain what we’ll need to do to switch your service.
Will my current provider charge me if I switch?
It won’t cost you anything to switch your broadband, however they might hold you to any contract you’ve taken
out with them. (i.e. you may need to pay any outstanding charges). You should check with your current provider
before switching to us.
How long will it take to get my broadband connected?
We aim to have your package set up by the time that you move in to your new property. In some instances this
may not be possible, but we will ensure that every effort is made to get you up and running as soon as possible.
If you’re switching your broadband from another provider it may affect the timescales slightly. Your move to Home
Telecom is more likely to go smoothly if you’ve met all your contractual obligations for your old broadband provider.
Delays caused by the wholesale supplier and your old broadband provider can mean a delay in your set up date.
Should I cancel my current broadband service?
If you currently have broadband – you’ll need an active service to switch to Home Telecom. If you cancel your
broadband account with your current provider your move will be delayed.
If you currently have cable – you can keep your cable service connected and use this until your broadband service is activated.
Once we’ve emailed you to tell you that your broadband or cable has been switched to us you should check that
your old provider has cancelled your service. This should stop any unnecessary payments being made.
I’ve got a MAC key, when do I have to use it by?
Your MAC Key (Migration Authorisation Code) lasts for 30 days, starting from the date your current broadband
provider gave it to you. If you don’t use your MAC Key to move within 30 days then your old broadband service
won’t be stopped. Don’t worry though, if this happens you can ask your current provider for another MAC Key.
