ADSL Pro Technical FAQ's
Below is a list of Technical, Frequently Asked
Questions from ADSL Pro and Hotchilli Customers.
Q. What do I need for ADSL?
A. Compatible telephone systems: BT standard phone line and
account Two dedicated wall mains sockets for the modem and
router The following services cannot be on the same line with
ADSL: - 30k loop - Private circuits - ISDN - BT Home Highway
or BT Business Highway - Red ABC - RedCare - FeatureNet 5000
services - Meterpulse facility - PBX lines
and Non-BT phone lines Minimum computer system specifications
of: 10BaseT Ethernet port TCP/IP communications stack Internet
Explorer 4/Netscape 4 or above must be loaded on at least
one PC connected to the service
The browser must be JavaScript capable and have this feature
enabled Other specifications depend on the applications you
want to use with your ADSL service and the operating system
you are using Terminal specifications that meet or exceed
the following:
For a PC: - Pentium 166Mhz, MMX or equivalent - 32Mb RAM -
Windows 95B, 98, ME, Windows 2000 or NT4 SP3 - An available
10baseT compatible Ethernet interface with an RJ45 connector
or a USB port For an Apple Macintosh:
- PowerPC 601 or equivalent - 32Mb System Memory - 100Mb free
space on hard drive - OS8.1 or higher - Open Transport 1.3
Networking Software - 10baseT Network Adapter with an RJ45
connector or a USB port
Q. How can I tell if my PC will
work with Hotchilli's USB products?
A. Firstly, how old is it? If it was made before 1997, it
probably won't support USB: during 1997, it probably will.
If made since 1997, it almost certainly will. Then check the
ports (sockets) on the back for a USB port symbol. For a full
check you can visit , download and then run the free USB evaluation
utility at http://www.usb.org/data/usbready.exe
Q. What is an ADSL modem and
how do I connect it?
A. An ADSL modem is a special type of modem designed for use
with high-speed broadband. Standard 56k modems are not suitable
for broadband as they cannot support the high data speeds
involved. You plug it in between your computer and your ADSL
enabled telephone socket which must also contain an ADSL filter.
Q. What are the limitations of
who can receive the service?
A. There are a number of factors that will determine whether
you can take advantage of the ADSL Pro broadband products.
Your local exchange will have to have been upgraded by BT
to provide ADSL Pro broadband services. You will also have
to be within a certain distance of your local exchange. ADSL
Pro Broadband products are distance dependent - customers
will typically need to be located less than 3.5 km from the
local exchange. However, we have just introduced Extended
Reach broadband which increases the footprint of each exchange
to around 5.5km. We expect 90% of people in the enabled exchanges
to be able to receive broadband. Extended reach ADSL is available
on ADSL Pro. The availability of the service is always subject
to survey, successful installation and activation. To see
if ADSL Pro Broadband is available in your area please click
here.
Q: Are the speeds, inbound and
outbound, guaranteed?
A: No. At best, ADSL Pro will offer access at up to 2000kbps
downstream (depending on the product you have chosen) and
up to 250 kbps upstream. Speeds will vary depending on various
factors including the number of other users online at the
time and the overall usage across the internet. As with any
other internet connection, the overall transmission speed
is limited to that of the weakest link in the network 'chain'
that connects you with whatever website or other resource
you are connected to. The burst rates quoted may be reduced
by contention at peak usage times within the BT Network. The
maximum burst rate upstream is line quality and distance dependent
and may be significantly lower than those published.
Q: Can I use other browsers or
versions of Internet Explorer?
A: Yes, although you may not get the same levels of performance
as with the version of Internet Explorer supplied, which has
been optimised for Hotchilli.
Q: What does contention ratio
mean?
A: The current contention ratio for our ADSL service is 20:1.
This means that at any one time, up to a maximum of 20 people
may be trying to use the same broadband bandwidth as you between
the local telephone exchange and your Internet Service Provider.
This may result in customers experiencing lower speeds. However,
the likelihood that the 20 people you are contended with are
all trying to send and receive data at the very same instance
is not that likely. Hence the service is good for 'bursty'
content such as viewing web pages, which is what most people
do, but large file transfers/data streaming may experience
fluctuating speeds.
Q: Can I use my firewall with
the ADSL Pro service?
A: We cannot guarantee that all firewalls will work, but we
are aware of the following incompatibility with the Norton
Personal Firewall, specifically with USB, when using Windows
2000 Professional.
Q: Can I keep and use my current
e-mail address and use it with ADSL?
A: Yes, providing you keep your subscription and configure
your Outlook Express mail account servers to only retrieve
these e-mails. In order to send emails using your existing
account you will have to connect to your existing provider
or access them using web mail if available. Please be aware
you will only be able to send email via your broadband connection
when using your Hotchilli email account settings.
Q: Can a company have more than
one ADSL connection, for redundancy/up time?
A: Customers can have two lines. However, ADSL Pro do not
guarantee service on ADSL connections, therefore we do not
suggest an additional ADSL line for redundancy/up-time. ADSL
Pro provides all customers with a backup dial-up account.
Q: What happens to my connection
if I move location?
A: As the connection in your home or office will have to be
ceased this means that the original contract terms will apply
and you will be liable to pay for the remaining term of your
contract, except where you are successful in taking a ADSL
Pro service at the new location, in which case any outstanding
minimum contract period charges at the old location will be
credited to the new account AFTER the successful installation
at the new location. To re-apply for service at your new location
you will need to place a new order, the success of this installation
is subject to ADSL survey, successful installation and activation.
This order will be subject to the prevailing set up charges
and will be subject to the standard 12 month minimum period
of your contract.
Q. Given that data speeds are
exponential (e.g. 16,32,64,128,256,512) why do some sources
quote 512/256kbps and your website quotes 500/250?
A. BT, our network provider, states that its network will
support up to 500Kbps downstream and up to 250Kbps upstream,
therefore, this is why we quote the same speeds. Note that
all burst rates quoted may be reduced by contention at peak
usage times within the BT Network. The maximum burst rate
upstream is line quality and distance dependent and may be
significantly lower than those shown above.
Q: Will I still be able to use
my dial-up connection - what is the effect of installing ADSL?
A: Generally, the modem will work as normal but some models
may experience a lower grade of service. Any dial-up connection
already working on your computer should continue to work as
before.
Q: I have already registered
my personal domain - can I use this with the ADSL Pro service?
A: Yes, simply instruct your current domain
registration agent to transfer the domain name to ADSL Pro
or set up web-forwarding to your Hotchilli web space and e-mail-forwarding
to any of your Hotchilli email accounts.
Q: Which applications are compatible
with Hotchilli ADSL services?
A: These applications have been tested and will work with
ADSL Pro services: Telnet, SMTP, HTTP, TFTP, L2TP, Kali gaming,
StreamWorks, FTP NETBIOS over IP, RTSP, Microsoft PPTP (v3.0)
[single client only], SGI Media-Base, VDO, RealAudio, SSH
(Secure Shell).
Q: What IP addressing do I get?
A: ADSL Pro customers are allocated a single static IP address
or a number of private IP addresses. As an added-cost feature,
customers can opt for a single static (and public) IP address.
Q: How many computers can be
connected to my service?
A: USB products: Customers may only connect one computer.
Ethernet products - Customers may directly connect up to four
computers. A further six computers may be added via a hub
(this is not provided).
Q: Can I use the basic telephone
connection at the same time?
A: Yes, you can use the internet at the same time as the telephone.
You will continue to receive your normal bill with existing
services, e.g., Friends & Family, BTTogether, and all select
services.
Q: What telephone service will
I need to have to take the ADSL Pro service?
A: You need a standard BT telephone line (PSTN) or a 'Calls
and Access' line if you are with a different service provider.
If you have ISDN2 or ISDN2e, we can arrange for a conversion
as part of the ADSL installation. You can also refer to question
'Can I convert my ISDN?'. If you have ported your telephone
number back to BT from another operator, you can now order
ADSL. Please note that there may be a delay of up to 8 weeks
after porting your number, before the number checker and our
systems are updated.
Q: What is the effect of installing
ADSL on my Fax line?
A: Most faxes will continue to work as normal. However,
some of the new generation faxes may not work as they use
some of the same bandwidth frequency as ADSL, making the fax
and the ADSL line incompatible with one another. We recommend
that you check with your fax manufacturer/supplier before
purchasing broadband.
Q: Is there an upper limit placed
on file sizes for email attachments and File Transfer Protocol
(FTP)?
A: ADSL does not have any limits on the size of email attachments
or FTP file sizes. However, there is an overall limit on the
amount of web space you are allowed (20Mb).
Q: Can I convert my ISDN to ADSL?
A: You can now arrange for your ISDN2/ISDN service to be converted
back to a standard telephone line - suitable for ADSL. If
the standard telephone line passes the necessary tests for
ADSL installation, you will retain just one line for your
voice and ADSL service. All other numbers associated with
your current ISDN service will be ceased. You will need to
advise us which number you wish to retain.
Q: What is Network Address Translation
(NAT)?
A: NAT is an acronym for Network Address Translation. It operates
as a solution to having multiple, global IP addresses. Network
Address Translation has the benefit of increased security
on your network.
Q: Can ADSL be used on a featureline/auxiliary
line?
A: Featureline - ADSL can be ordered on lines
which are included in a Featureline Group. Auxiliary Lines
are not compatible with ADSL.
Q: Will my digital switchboard
work with an ADSL connection?
A: If your requirement is to operate a digital switchboard,
we recommend keeping your digital line and getting a separate
analogue service for ADSL.
Q: Which services/other services
are incompatible with ADSL Pro's services?
A: ISDN (all types). If you have ISDN2 or ISDN2e
we can arrange for a conversion as part of the ADSL installation.
Red ABC (alarm service) RedCare (alarm service) Caller Display
CD50. We are investigating new incompatibilities with caller
display equipment. (See question on select services. ) Private
circuits (analogue, Kilostream, MegaStream) PBX Lines Auxiliary
Line At present, we are investigating a possible incompatibility
with PDQ machines (specifically Racal 'Cardmate'), which are
credit card authorisation machines used by businesses in order
to charge their customer for goods and services.
Q: What is the effect of installing
ADSL on my alarm line?
A: As a rule, most alarm systems will operate as normal, but
some which use 'out of band' (greater than 4khz) signalling
will be incompatible. To check whether your alarm system is
compatible please refer to your alarm system manual or provider.
Red ABC and RedCare are known incompatibilities.
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