General

Q. What is Broadband?

A. Broadband is high speed Internet access that is permanently connected and allows both Internet and telephone calls to take place simultaneously on the same land line.

Q. Why can't I get the full 8Mb speed?

A. There are a few reasons why you may not be able to get the full 8Mb broadband on your line; you may live too far from the exchange, the quality of your telephone line may be poor, or the line capacity may not allow you to receive a higher speed service. Unfortunately there is no solution to this.

Q. Are there any restrictions on your broadband service?

A. We do not put any restrictions on what websites you can visit, or what software you can use while on line. The only restriction on your service is the quantity of bandwidth allocated per month to Basic packages.

Q. How can I contact Skynet if I continue having problems with my broadband service?

A. Email our support team on support@skynet.co.uk or call 0845 1 24 44 24.

Q. How can I protect my computer from getting a virus?

A. It is recommended that you run Anti-virus software on your machine. However Skynet offer a first line defense solution in the guise of MailProtect.

Q. How do I migrate my connection to Skynet?

A. You will need to talk to your current broadband providor and request a MAC code. Once you have this simply submit an order on our site and we'll do the rest.

Q. What is contention ratio?

A. Contention means how many other users maybe sharing your broadband line. The usual contention ratio is 50:1, which means that in theory, your broadband line could be shared with up to 50 other users. In reality however, this number is not likely to reach its maximum, and not all users are likely to use the internet at the same time, hence having a 50:1 contention ratio does not often have any detrimental effect on the speed at which you receive your data. Skynet Business packages offer a lower contention ratio of 20:1, ideal for the business with higher bandwidth demands who require a consistent throughput speed.

Q. Should I expect teething problems when I first get 8Mb?

A. In the first 10 days following your upgrade, you will see your speeds vary, and commonly may experience disconnections and some instability of your connection. This is perfectly normal and if possible you should be prepared for it. Tests are carried out during this period to see what speed your line can support. It's important that you frequently make new connections to the Internet during this 10 day period so these tests can take place. It’s a good idea to disconnect your modem or router when doing this – this will force your equipment to reconnect. The simplest way to do this is to switch your equipment off, and then on again. If you’re using a router, make sure you switch the power to your router off and on again. After 10 days, your speeds will stabilise at the fastest speed your line can support.

Q. Will my 8MB service speed vary?

A. With high-speed broadband the performance of your line is regularly adjusted to maintain a stable connection, and your speeds may vary as a result. This is especially noticeable during the first 10 days of your new high-speed service but will occur from time to time after your line has stabilised. This variation in speed is perfectly normal with new high-speed broadband and you should expect some performance differences to your current connection.

Q. Are inbound and outbound speeds guaranteed?

A. No. Due to contention ratios and data passing through BT network we cannot guarantee these speeds. Speeds will vary for many different reasons, including the number of other users online at the same time and the overall usage across the internet.