Broadband FAQ
What does ADSL mean?
ADSL means Asymmetric Digital Subscriber Line, and is defined as an "always on" broadband service delivered over a standard BT analogue line (PSTN).
Do I need a special phone line to have it installed?
A standard BT PSTN analogue line is required for ADSL. Certain BT services and/or configurations are NOT compatible with ADSL, these include:- PBX Switchboard, ISDN, Surftime, Redcare Alarm Monitoring, Pulse Metered Line and Coin/Pay Phones. Certain fax machines will interfere with the ADSL signal so it is not recommended that you use a fax line for ADSL.
How long does it take to activate the line?
New accounts - 7 days or less.
Migrations - 7 to 14 days.
PSTN/ADSL orders approx. 14 days.
What is the minimum length of the account agreement?
The minimum period is one month, in other words there is no long term contract, unlike most providers' 12-month contracts which cannot be cancelled before the end of the term.
Does the account include a modem or router?
No, the monthly price doesn't include a modem or router. We can supply an ADSL modem for < £15 inc. VAT, or a router for < £20 inc. VAT with all new accounts.
How will I be charged for the service?
You will initially be invoiced by GML Networking Technologies for any connection or migration fee, along with your first months service charge, and any additional services you have ordered such as an IP block. You will then be invoiced monthly in advance directly by EntaNet, GML's DSL Partner, for your ongoing service fee, be it monthly, quarterly or annually.
How do the monthly bandwidth allowances work?
The monthly bandwidth allowance for a specific account is measured in GigaBytes (GB). The allowance is used up with each file downloaded, until a warning email is sent when you are at 90% usage.
If your monthly bandwidth limit is reached, the download speed will be limited to 128Kbps with a further 1GB allowance at this speed. Once this extra 1GB is used, no access will be possible until the next monthly period.
Optionally, you can choose an overusage cap, whereby each further GB of bandwidth used will be billed at £1.09 per GB. You may choose to set a maximum amount of GB allowed over the limit. If the extra specified GBs of bandwidth are used, no access will be possible until the next monthly period.
You can also choose to use top-up cards to augment your bandwidth. Top-up cards offer further bandwidth allowance in 10GB, 25GB, 50GB, 75GB and 100GB sizes. After the value on the card(s) is used up, no access will be possible until the next monthly period. The remainder of the value in GB remaining on the card(s) will be carried over until it is all used up.
You should not exceed your bandwidth allowance with light usage (browsing and email) even with the Family 1 package. If you expect heavier use, you would be better served with at least the Family 3 package. The Family 30 package allows a generous allowance for substantial downloads, iPlayer viewing, streaming audio and the like. If you find you are consistently over the limit on a specific package, you can re-grade to another as you see fit. The packages and over-limit options offer you flexibility and choice regarding how you use your connection.
How can I estimate my usage levels?
You can estimate your usage if you know roughly what you do with your connection, for example:
Web browsing averages out at around 10MB/hour (MegaBytes per hour).
A single streamed broadband music video is around 13MB.
Playing an online multiplayer game is around 10-12MB/hour.
Listening to one hour of online radio is around 18MB/hour.
Watching a streamed broadband video for one hour is around 150MB/hour.
Email is generally very small, 300 emails use around 2MB, but if you add spam and emails with virus attachments this can rise to say 6MB for 300 emails.
The ISPs often display the limits in GB which is a GigaByte. A GigaByte is actually 1024MB (MegaBytes).
Are contention ratios used on the accounts?
Contention ratios are no longer used on our accounts, instead, the Family and Business accounts prioritise the working-week and evenings periods respectively.
How is bandwidth availability managed in times of high demand?
Normally there is ample bandwidth to meet the demand of all users. Sometimes there will be high demand on the network. At times of high demand, the bandwidth availability will be managed, prioritising traffic depending on the time of day.
Business accounts take priority between 8am and 8pm Monday to Friday. Family accounts are prioritised between 8pm and 12am Monday to friday. Outside these times (12am to 8am Monday to Friday, and weekends) and where there is high demand, bandwidth management will operate to optimise availability for the majority of users.
Do I receive a static IP address with my account?
All accounts are allocated one static free address free of charge.
How much for additional IP addresses?
We offer either a NoNAT8 block (which will provide you with 5 usable static IP addresses in addition to your router and network addresses) for a one-off charge of £80, or a NoNAT16 block (which will provide you with 13 usable static IP addresses in addition to your router and network addresses) for a one-off charge of £160
How do you differ from other ISPs in your method of charging for additional IP addresses?
Most other ISPs will rent you IP addresses for a monthly ongoing fee, typically £20 pcm. Our approach saves you money, typically within 5 months.
Do I need a valid reason for obtaining additional IP addresses?
Yes, a valid reason must be provided. The most common reasons are for creating VPNs or hosting web services from home, such as webcams or games servers.
How can I compare GML Broadband against other ADSL providers?
You can compare our DSL Partner EntaNet, which supplies our wholesale ADSL, against other providers, by visiting thinkbroadband.com and selecting EntaNet and another 5 listed ISPs. You can compare connection speed, reliability, customer service and more based on independent user opinions.
Is there any downtime involved in migrating my account
to GML Broadband?
No. Your existing service will remain current until the time of the migration. Once the service has been switched to GML Broadband you can simply reprogram your router or modem with your new access information (or in English - enter your new username and password!), and immediately re-connect your ADSL.
What information is required to migrate an ADSL account from another provider to GML Broadband?
All we require is the name of the losing ISP, the telephone number the service already exists on, and a migration or MAC (Migration Authorisation Code) which the losing ISP will provide you with upon request.
How do I obtain a MAC code?
The account holder needs to contact your current ISP, and simply ask them to provide such a code. They will either relay the code to you over the phone, or Email it to you. The codes must be requested from BT so cannot always be provided immediately - although if you are calling during normal BT working hours and are prepared to wait on the phone, there is no reason why such a code could not be provided within a short space of time.
We recommend you obtain the code by Email, so as to ensure you have received a correct code - copied and pasted from BT's mainframe into your Email. We further recommend that you provide us with the code by forwarding the Email on to us. It is not uncommon (in our experience) for ISPs to employ stalling tactics, such as telling you they will Email you the code and then not doing so, or by providing you with an incorrect code over the telephone. Please ensure that if you are requested to provide your Email address, you spell it out and ask them to read it back to you so they cannot claim they took down an incorrect Email address.
If you are provided with a MAC code over the phone, please confirm each letter or character, and whether it is a letter or a character (in the case of 0's and o's, for example). Remember the golden rule - ask your current ISP when they will have obtained the code by, and if you haven't received your code by then, chase them and remind them of their missed deadline - the code should now be readily available to them to allow them to relay it to you over the phone. Once you have your code - please preferably provide it to us by Email
What do I do if I experience problems with my ADSL connection?
GML Broadband features locally-based technical support and customer service to assist you with any problems you may have. Before calling for assistance, please run through the points below which constitute the most common causes of connection failure. Firstly, reboot all your equipment - switch off your router, shut down your pc, switch off your ADSL modem. Then switch them all back on again, and try again. If you had a solid "DSL" light on your modem or router then your service is most likely still active. Think what might have happened to cause the problem. Has somebody installed a new phone without a microfilter? Removed a microfilter from another extension? Borrowed a cable? Hoovered near the equipment and disconnected something? etc. If you do NOT have a solid "DSL" light on your modem or router, or you cannot locate anything else that is wrong, then please log the incident with us via 01255 851 999. We will pick up your call, investigate at our end, and return your call - usually within 15 minutes. From here, we will either log the fault with BT, or we will recommend further action you can take, or a site visit.
View package and pricing information as a PDF file
ADSL means Asymmetric Digital Subscriber Line, and is defined as an "always on" broadband service delivered over a standard BT analogue line (PSTN).
Do I need a special phone line to have it installed?
A standard BT PSTN analogue line is required for ADSL. Certain BT services and/or configurations are NOT compatible with ADSL, these include:- PBX Switchboard, ISDN, Surftime, Redcare Alarm Monitoring, Pulse Metered Line and Coin/Pay Phones. Certain fax machines will interfere with the ADSL signal so it is not recommended that you use a fax line for ADSL.
How long does it take to activate the line?
New accounts - 7 days or less.
Migrations - 7 to 14 days.
PSTN/ADSL orders approx. 14 days.
What is the minimum length of the account agreement?
The minimum period is one month, in other words there is no long term contract, unlike most providers' 12-month contracts which cannot be cancelled before the end of the term.
Does the account include a modem or router?
No, the monthly price doesn't include a modem or router. We can supply an ADSL modem for < £15 inc. VAT, or a router for < £20 inc. VAT with all new accounts.
How will I be charged for the service?
You will initially be invoiced by GML Networking Technologies for any connection or migration fee, along with your first months service charge, and any additional services you have ordered such as an IP block. You will then be invoiced monthly in advance directly by EntaNet, GML's DSL Partner, for your ongoing service fee, be it monthly, quarterly or annually.
| Other charges | ||
| Option | Price PCM ex VAT | Price PCM inc VAT |
| Activation | £40.00 | £46.00 |
| Cease | £22.00 | £25.30 |
| Migration to GMLNET* | Free | Free |
| Migration from GMLNET | Free | Free |
| Regrade | £5.00 | £5.75 |
Regrade charge applies if you wish to move from a Family package to a business package or vice versa. There is no charge to move between bandwidth allowance options (eg Family 1 to Family 3). * Migrations are free unless from an LLU or cable provider where an activation fee applies. |
||
How do the monthly bandwidth allowances work?
The monthly bandwidth allowance for a specific account is measured in GigaBytes (GB). The allowance is used up with each file downloaded, until a warning email is sent when you are at 90% usage.
If your monthly bandwidth limit is reached, the download speed will be limited to 128Kbps with a further 1GB allowance at this speed. Once this extra 1GB is used, no access will be possible until the next monthly period.
Optionally, you can choose an overusage cap, whereby each further GB of bandwidth used will be billed at £1.09 per GB. You may choose to set a maximum amount of GB allowed over the limit. If the extra specified GBs of bandwidth are used, no access will be possible until the next monthly period.
You can also choose to use top-up cards to augment your bandwidth. Top-up cards offer further bandwidth allowance in 10GB, 25GB, 50GB, 75GB and 100GB sizes. After the value on the card(s) is used up, no access will be possible until the next monthly period. The remainder of the value in GB remaining on the card(s) will be carried over until it is all used up.
You should not exceed your bandwidth allowance with light usage (browsing and email) even with the Family 1 package. If you expect heavier use, you would be better served with at least the Family 3 package. The Family 30 package allows a generous allowance for substantial downloads, iPlayer viewing, streaming audio and the like. If you find you are consistently over the limit on a specific package, you can re-grade to another as you see fit. The packages and over-limit options offer you flexibility and choice regarding how you use your connection.
| Bandwith overusage pricing | |||
| Product | Size | Price PCM ex VAT | Price PCM inc VAT |
| Overusage | per 1 GB | £1.09 | £1.25 |
| Top-up 10 | 10GB | £8.65 | £9.95 |
| Top-up 25 | 25 GB | £20.82 | £23.95 |
| Top-up 50 | 50 GB | £40.83 | £46.95 |
| Top-up 75 | 75 GB | £60.83 | £69.95 |
| Top-up 100 | 100 GB | £79.96 | £91.95 |
How can I estimate my usage levels?
You can estimate your usage if you know roughly what you do with your connection, for example:
Web browsing averages out at around 10MB/hour (MegaBytes per hour).
A single streamed broadband music video is around 13MB.
Playing an online multiplayer game is around 10-12MB/hour.
Listening to one hour of online radio is around 18MB/hour.
Watching a streamed broadband video for one hour is around 150MB/hour.
Email is generally very small, 300 emails use around 2MB, but if you add spam and emails with virus attachments this can rise to say 6MB for 300 emails.
The ISPs often display the limits in GB which is a GigaByte. A GigaByte is actually 1024MB (MegaBytes).
Are contention ratios used on the accounts?
Contention ratios are no longer used on our accounts, instead, the Family and Business accounts prioritise the working-week and evenings periods respectively.
How is bandwidth availability managed in times of high demand?
Normally there is ample bandwidth to meet the demand of all users. Sometimes there will be high demand on the network. At times of high demand, the bandwidth availability will be managed, prioritising traffic depending on the time of day.
Business accounts take priority between 8am and 8pm Monday to Friday. Family accounts are prioritised between 8pm and 12am Monday to friday. Outside these times (12am to 8am Monday to Friday, and weekends) and where there is high demand, bandwidth management will operate to optimise availability for the majority of users.
Do I receive a static IP address with my account?
All accounts are allocated one static free address free of charge.
How much for additional IP addresses?
We offer either a NoNAT8 block (which will provide you with 5 usable static IP addresses in addition to your router and network addresses) for a one-off charge of £80, or a NoNAT16 block (which will provide you with 13 usable static IP addresses in addition to your router and network addresses) for a one-off charge of £160
How do you differ from other ISPs in your method of charging for additional IP addresses?
Most other ISPs will rent you IP addresses for a monthly ongoing fee, typically £20 pcm. Our approach saves you money, typically within 5 months.
Do I need a valid reason for obtaining additional IP addresses?
Yes, a valid reason must be provided. The most common reasons are for creating VPNs or hosting web services from home, such as webcams or games servers.
How can I compare GML Broadband against other ADSL providers?
You can compare our DSL Partner EntaNet, which supplies our wholesale ADSL, against other providers, by visiting thinkbroadband.com and selecting EntaNet and another 5 listed ISPs. You can compare connection speed, reliability, customer service and more based on independent user opinions.
Is there any downtime involved in migrating my account
to GML Broadband?
No. Your existing service will remain current until the time of the migration. Once the service has been switched to GML Broadband you can simply reprogram your router or modem with your new access information (or in English - enter your new username and password!), and immediately re-connect your ADSL.
What information is required to migrate an ADSL account from another provider to GML Broadband?
All we require is the name of the losing ISP, the telephone number the service already exists on, and a migration or MAC (Migration Authorisation Code) which the losing ISP will provide you with upon request.
How do I obtain a MAC code?
The account holder needs to contact your current ISP, and simply ask them to provide such a code. They will either relay the code to you over the phone, or Email it to you. The codes must be requested from BT so cannot always be provided immediately - although if you are calling during normal BT working hours and are prepared to wait on the phone, there is no reason why such a code could not be provided within a short space of time.
We recommend you obtain the code by Email, so as to ensure you have received a correct code - copied and pasted from BT's mainframe into your Email. We further recommend that you provide us with the code by forwarding the Email on to us. It is not uncommon (in our experience) for ISPs to employ stalling tactics, such as telling you they will Email you the code and then not doing so, or by providing you with an incorrect code over the telephone. Please ensure that if you are requested to provide your Email address, you spell it out and ask them to read it back to you so they cannot claim they took down an incorrect Email address.
If you are provided with a MAC code over the phone, please confirm each letter or character, and whether it is a letter or a character (in the case of 0's and o's, for example). Remember the golden rule - ask your current ISP when they will have obtained the code by, and if you haven't received your code by then, chase them and remind them of their missed deadline - the code should now be readily available to them to allow them to relay it to you over the phone. Once you have your code - please preferably provide it to us by Email
What do I do if I experience problems with my ADSL connection?
GML Broadband features locally-based technical support and customer service to assist you with any problems you may have. Before calling for assistance, please run through the points below which constitute the most common causes of connection failure. Firstly, reboot all your equipment - switch off your router, shut down your pc, switch off your ADSL modem. Then switch them all back on again, and try again. If you had a solid "DSL" light on your modem or router then your service is most likely still active. Think what might have happened to cause the problem. Has somebody installed a new phone without a microfilter? Removed a microfilter from another extension? Borrowed a cable? Hoovered near the equipment and disconnected something? etc. If you do NOT have a solid "DSL" light on your modem or router, or you cannot locate anything else that is wrong, then please log the incident with us via 01255 851 999. We will pick up your call, investigate at our end, and return your call - usually within 15 minutes. From here, we will either log the fault with BT, or we will recommend further action you can take, or a site visit.
View package and pricing information as a PDF file