Questions and Answers

How do I join first:telecom Broadband?

You can sign up by simply calling us on 0845 215 1640. Our UK call centre is open Monday to Friday 8am to 8pm and Saturday & Sunday 9am to 5pm.

When you contact us we will carry out a simple line test to ensure that you are able to receive your chosen Broadband speed. This test is instant, therefore we will be able to tell you immediately what first:telecom Broadband service we can provide you with. The line test allows you to check the phone line for availability of Broadband on your telephone number, alternatively if you already have Broadband, we test the details of the line against the local exchange and the expected Broadband speed available on the line.

Once you join first:telecom Broadband you will have 7 working days from the date of receiving your registration confirmation letter to cancel free of charge. If you cancel after this 7 day period and within your 18 month agreement you will be charged a £50 cancellation fee.

What will I receive when I sign up?

When your registration is complete you will be sent a welcome pack and then a modem installation pack. This will contain the following:

• An initial registration letter and terms & conditions
• A welcome letter and installation instructions
• A Broadband modem pack if you are new to Broadband
• first:telecom Broadband guide

How do I add a call package and/or line rental to my service?

If you would like to join first:telecom for your home phone and line rental all you need to do is call 0845 215 1640 and we will do the rest for you.

Why can't some lines receive 2Mb or 8Mb Broadband?

You may not be able to receive 2Mb or 8Mb Broadband on your line due to a number of reasons such as your telephone line quality maybe poor due to noise on the line, or you may live too far from the exchange, or the line capacity may not allow you to receive a higher speed service. Unfortunately there is no solution if you live too far from the exchange or if your line quality is poor.

Why is a stabilisation period of 10 days needed for 8Mb Broadband?

This allows your line to be monitored and assessed to establish the maximum obtainable Broadband speed. Your modem will synchronise with the telephone exchange and the two devices will send data back and forth. Over the 10 day stabilisation period you may experience drops in connection, the connection will also differ in speed, so one day you may get 6.5Mbs and the next 3.5Mbs although the line will settle and stabilise as you near the end of the 10 day period.

Once connected to 8Mb first:telecom Broadband for the first 10 days please ensure you use your Broadband service at least once per day for a minimum of 15 minutes.

What does my Broadband package contain?

With first:telecom Broadband you will benefit from the following:

• Unlimited downloads (subject to Fair Usage policy)
• Either 2Mbps or 8Mbps Broadband speed
• Free easy to install modem for customers new to Broadband
• Free connection
• Up to 5 email addresses
• UK based Broadband support
• First class customer service

What happens to my service if I move house?

If you are moving your first:telecom Broadband service to another phone number or address you must submit your new details to us so that we can transfer your Broadband to your new line/address.
Please note that if you are moving to a property that has a different phone number for Broadband, the process of transferring the service will take up to 10 working days. However, if you are keeping your existing phone number the process of transferring the broadband service will take up to 20 working days. This process is reliant on BT as they have to physically transfer the service by sending an engineer to your local exchange. We will not charge for moving your first:telecom Broadband service to another premises/telephone number.

How can I contact first:telecom if I have problems with my Broadband?

Simply contact our Customer Service by email, letter or telephone. Click here for details.

How long will it take to cancel my Broadband service?

It will take up to 10-15 working days to release your line. This is due to BT having to physically go out to the exchange and disconnect your line. Cancellation of your service may be subject to a termination fee of £50 if you cancel before your 18 month agreement has ended.

What do I need to be able to use first:telecom Broadband?

• Modem or router
• An Ethernet port & cable or USB port & cable
• Modem
• An Ethernet port & cable
• RJ11 cable to connect to your Broadband filter
• Micro filters
• 32Mb RAM
• 150MB free on your computer's hard drive

Will first:telecom Broadband run on my Apple Mac computer?

first:telecom Broadband can be run on Apple Mac computers but at this present time we are unable to provide full technical support.

How do I install first:telecom Broadband?

It will take up to 21 working days to activate your phone line after registration. When you receive your welcome pack follow the simple instructions attached to the letter. Alternatively you can download the instructions from the download menu on the left of this page. If you need help contact our Broadband support line on 0845 215 1650.

I don't have a spare Ethernet port, how can I connect my first:telecom SpeedTouch modem?

You will need to obtain additional Ethernet ports. You can connect a small 4 port switch to your existing Ethernet connection. This can be purchased from any Network or PC component supplier.

What if I have a problem with connecting my first:telecom SpeedTouch modem?

Try the following solutions if your modem doesn't seem to be working:

No LED lights are lit
The SpeedTouch is not turned on, or turned off.

• Make sure the SpeedTouch is plugged into an electrical outlet.
• Make sure you're using the correct power supply for your SpeedTouch. The electrical power requirements are indicated on the label on the bottom of your SpeedTouch.
• Make sure the SpeedTouch is turned on
• Unplug the SpeedTouch, restart your computer and then plug the SpeedTouch back in.

Power LED light is lit red or flashing amber
The SpeedTouch is malfunctioning or not able to start up.

• Fully unplug the SpeedTouch from your computer and disconnect it from its power supply. Wait five seconds, connect it back up again and turn it back on.

DSL LED light is flashing green or no DSL LED light
Your Broadband service is unable to synchronise

• Make sure the SpeedTouch is plugged into the Broadband-enabled phone line.
• Make sure the micro-filters are correctly fitted (if not, it is very likely that your regular telephone service is not working properly).
• If you have previously had a working connection, call us on 0845 215 1650 to check for service outages.

No Ethernet LED light
No Ethernet connectivity

• Make sure the Ethernet cable(s) are firmly connected to the port.
• Make sure you are using the correct cable type for your Ethernet equipment.

Red Internet LED light or No Internet LED light

• There was an authentication failure. This will usually present itself as an error message regarding an incorrect password.
• Check whether your username is correct.
• Check whether your password is correctly entered. The password is case sensitive.

Why do I need to protect my computer?

Your computer stores personal information and are heavily involved in our 21st century lifestyles e.g. to buy products, book holidays, do our banking. If somebody was able to gain access to this information, it would be easy for them to commit online fraud from anywhere in the world whilst remaining anonymous.
There are two ways a fraudster can attack your computer system, external and internal. External intrusion attempts come via the internet whilst you are connected and involve a remote computer finding your computer and probing for any weaknesses in order to access your files. Internal intrusion is where the normal function of the internet is used to invade your system, for example you may receive an email message pretending to be from your bank asking you to confirm personal information. This is known as "phishing". Another way in for the fraudsters is to send an innocent looking message which when opens triggers the installation of a program onto your computer which accesses your file and security information and sends it back to the originator.

How can I protect myself?

Beware - first:telecom cannot shield you completely and the responsibility of security on your computer lies with you the user.

Many anti-virus programs will block any attempts made by websites, online programs or other computers to connect with your computer - a message window will pop up asking you to either permit the connection or block it. If you know that the connection is safe (i.e. you are talking to a friend on MSN or AIM) then you can approve it. If you are browsing an unfamiliar website and an attempt at a connection is made, it is best to deny it if you are unsure; if in doubt it is not worth the risk of compromising your details.

Physical Security
At home, make sure that all users are aware of the risks of downloading and installing "free" software from the internet to avoid accidentally downloading a spyware program which may seem like innocent free software.

Anti-virus
Installing anti-virus software is an effective way of preventing viruses taking hold of your computer. However, many viruses do still appear on computers with the right software because it has not been regularly updated. Ensure that you update your anti-virus software regularly with information about the latest viruses, or purchase software with built in updaters.

Firewalls
A firewall is an extra wall of security, which restricts access to systems from the outside world. Firewalls protect against hackers and malicious intruders. The first:telecom SpeedTouch already contains an internal firewall that protects your internal network from outside infiltration. For further setup information for this firewall click here.

Anti-spyware
Spyware is computer software which collects personal information about the user of a computer without his or her informed consent. To protect your computer from spyware, you need to run frequent scans of your computer systems using the right tools.

Secure Websites
When entering your credit card details to pay for an internet purchase, or when checking your internet banking online, always make sure that you check that the following are present:

• The text HTTPS prefix in the address/title of the web browser.
• An icon representing security in the bottom right of the Internet Browser - this is usually a small padlock.

How will I be charged for my first:telecom Broadband?

You will be billed monthly for your Broadband and payment will be taken by Direct Debit. If you decide to pay by cheque this will incur a £1.00 charge per month.

What will I see on my bill?

We will provide you with complete details of your Broadband service fees. The details and charges will depend on whether you have signed up for the 2Mb or 8Mb service. If you have phone services with first:telecom these will all be included on the one bill with your Broadband.

Will I be charged for phone calls?

If you do have first:telecom home phone package and line rental, you will simply continue paying your bill as normal but the flat fee for your Broadband service will be added to the bill.

What are the terms and conditions for first:telecom Broadband?

The terms and conditions for first:telecom Broadband can be viewed by clicking here.

How do I access my bill online?

This service only applies to customers who have chosen to receive their monthly bill online.

At the end of each month you will be notified by us via email that your new monthly bill is ready to be viewed. There will be a link in the email which will take you to our online login screen. From here enter in your user name and password and you will be taken to your secure online portal. In your secure online portal you will be able to download your new invoice.

Problems accessing your bill

AOL Users
Rather than clicking on the link within the email, please go to Internet Explorer and then enter the following address: www.firsttele.com/youraccount/youraccount.htm

You should then be able to enter your account number and password to view your bill.

Cookies
The privacy setting needs to be 'accept all cookies' in order to view your first:telecom online bill. Please change the cookies settings to 'accept all cookies' this should allow you to acces your online bill.

Open Internet Explorer
Select Tools
Then Internet Options and Privacy
Move the slider to 'Accept All Cookies'

Invalid log in details

The login details are case sensitive; if the account number contains letters please enter with capital letters followed by the number. Enter the password as it is written on the welcome letter including any capital letters.

Can't remember your login details

For security we are unable to provide these details via email, please contact our customer service team and they will be able to provide you with your account number and reset your password to access your online bill.

Unable to open the bill

Rather than selecting to open the file from the website, select 'Save As' and save the file onto your Desktop, open Abode Reader and then open the file that you have saved.

Can I switch from an existing provider using a MAC?

Yes first:telecom can support migrations to and from other service providers using a MAC.

What is a MAC?

A MAC stands for Migration Authorisation Code. It is a 17 to 18 digit code issued by your Broadband provider and enables you to switch from one provider to another more efficiently.

How do I get a MAC?

Simply get in touch your current Broadband provider. Their customer service should be able to provide you with your MAC when you ask. If they will not provide you with a MAC contact us on 0845 215 1640 to setup a new connection.

How do I switch to first:telecom Broadband?

It's simple to switch:

• You will need to ask for your MAC from your current broadband provider. This is normally achieved by calling their cancellation line.
• Call first:telecom on 0845 215 1640 and quote your MAC.
• Continue the registration process as normal.
• After registration you will receive a confirmation letter with further detail as to when the switch will occur. The switch will usually occur within 21 days from the date you registered.

Do I cancel my account with my current provider?

No, it is important you do not cancel your account with your existing broadband provider. If you do, you may be without broadband for several weeks while first:telecom provisions your new line.

Does my MAC expire?

Yes, MACs do expire. You must use it within 30 days from when it is issued or it will no longer be valid. If your MAC does expire you will need to call your current service provider and ask them to issue you another one.

How long does it take to switch to first:telecom?

It normally takes 6-10 days to switch once you've registered. Once the switch has occurred you can connect to the Internet immediately. You will need to use your new first:telecom username and password provided.

I currently have 512k Broadband, can I upgrade to 2Mb or 8Mb?

If your line can support higher speeds then yes you can upgrade to 2Mb or 8Mb first:telecom Broadband. You can check this by contacting us first on 0845 215 1640. The higher speeds will be available to the vast majority of lines however technical factors such as distance from your local exchange or line quality can limit the maximum possible broadband speed you can receive.

Can I switch from a cable provider e.g. Virgin Media?

If your current Broadband and/or phone service is provided via cable unfortunately you will not be able to switch over to first:telecom using a MAC. This is because first:telecom Broadband works using your BT analogue line. However, if you have an additional BT line at home you can join first:telecom by registering as a new customer, but don't forget to cancel your existing cable service.

Do I need a MAC to move to another provider?

Yes, you will need to give your new Broadband provider a MAC to move your first:telecom Broadband service. We can provide you with a MAC, all you have to do is either call us on 0845 215 1640 or email us at broadband.support@firsttelecom.com. If you do decide to leave first:telecom Broadband before the end of your 18 month agreement you will incur a £50 leaving fee.

Is there any situation where first:telecom cannot provide me with a MAC?

Please note that we will not be able to provide you with a MAC if:

• We cannot validate that you are the named account holder (or an approved account contact)
• The Broadband service has already been terminated on your line
• A MAC has previously been provided by first:telecom and is still valid (i.e. within 30 days of issue)
• When the broadband service on your line is currently in the process of ceasing

What are the alternative migration options if first:telecom are not able to provide a MAC?

If first:telecom cannot provide a MAC due to the points above, the following options are recommended:

• The named account holder should contact first:telecom in order that we can validate the request
• Contact your new chosen Broadband supplier - there should be no reason why this cannot be supplied on your line
• Re-use the MAC that first:telecom has previously issued for your broadband service
• Wait until the "cease" order completes and then request Broadband from your chosen supplier (note: a MAC is not needed once the broadband service has ceased)

How do I complain about MAC provision from first:telecom?

If you wish to complain about the experience that you have had in getting a MAC from first:telecom, then please refer to our Code of Practice.