Why are my broadband speeds fluctuating?
During the first fourteen days of your new broadband service your speeds will fluctuate and you may get intermittent connection issues as it will be testing to determine the fastest speed your line will support. Your speeds are more likely to stabilise at a higher speed if you leave your router on continuously. We recommend connecting your ADSL router to your master telephone socket to maximise performance.
What factors determine my broadband download speed?
We will provide you with the fastest broadband connection that your phone line will reliably support. The download speed that you get will depend on a number of factors including the quality of your telephone line and the length of the line between your property and the telephone exchange.
Broadband speed may be limited by general congestion on the internet or a number of heavy broadband users connecting to the same telephone exchange as you.
What does my monthly data usage include?
Your download usage is measured against what you download from the internet. This is not just downloading a file from a website but includes activities such as, watching videos on websites and listening to radio stations over the internet.
The activities below are examples of what will count towards your download usage allowance each month:
- Internet browsing
- Streaming video from sites such as YouTube and BBC iPlayer
- Online Gaming
Please note that anything you upload does not affect your monthly download usage allowance.
Will I be contacted if I am reaching my monthly data limit?
Spectrum Internet will contact you by email once you start to near your bandwidth threshold at 80%. At 100% you’ll be notified again if you reach your usage allowance for the month. Spectrum Internet will not charge you for the first month you go over your limit but if you continue to exceed your monthly data allowance there will be a fee.
Why is my broadband connection dropping?
There are a number of checks to make when troubleshooting as to why your broadband connection is dropping. Some suggested actions or reasons are listed below.
- Change your broadband micro filter
- Plug the broadband router in the BT master socket
- Faulty broadband router
- Check if there is a dial tone of your telephone. If not, contact your telephone line provider and request that they run a line test
- If your device is having trouble connecting the wireless, change the wireless channel on your router
How will I be billed by Spectrum Internet?
Proforma invoices are sent via email to customers every month. There will be 30 days for payment to be made to Spectrum Internet by the customer. If you have set up a Direct Debit and wish to cancel all invoices being sent to you please contact Customer Services on 02920 022 345, option 1.
What methods of payment are available?
- Direct Debit: This is our preferred method of payment
To pay by this method, please complete the Direct Debit mandate which will be sent to you following your Spectrum Internet connection going live. If you have misplaced this form please contact us for a new copy and return by email to firstname.lastname@example.org
- Standing Order
Please contact your bank to set up a standing order for your monthly payment to Spectrum Internet
- BACS/Online banking
All bank details will be at the bottom of your monthly invoice. Please use the first line of your address and postcode as your reference
Cheques should be made payable to Spectrum Internet Limited. Please use the first line of your address and postcode as your reference.
There will be a £5.00 administration charge for payment made via cheque.
Can I email Spectrum Internet with my bank details to setup a Direct Debit?
We are unable to accept Direct Debit details via email as we are only authorised to take payment by this method once the customer has completed a Direct Debit Mandate due to the Direct Debit Guarantee. The Direct Debit Guarantee is included on the Direct Debit Mandate form and needs to be detached and retained by the customer.
Please complete the Direct Debit Mandate and return via email to email@example.com
For all technical support queries relating to your home broadband connection please contact our friendly team on 02920 022 345
Do I have to move to one of these packages now?
No, but if you are out of contract we can’t guarantee that your monthly fees will stay the same. Moving to a new package means you are price protected for the length of the contract. They tend to be better value too as now all of our new broadband services come with no usage caps (subject to AUP/FUP, of course).
Do the prices include VAT?
Yes, all of our prices for home broadband and phone lines include VAT.
What happens if I move house mid-contract?
The service you order with us is for the connection to the property for the term of that contract. If we are able to provide the same service to the new property, you can start a new contract and we may be able to waive some of the ‘early exit’ costs. Please contact us if you are going to be in this situation and want to know how you might be affected.
Are there any download limits with the new packages?
No, all of our broadband packages have unlimited download allowance. You are able to download as much or as little as you like, subject to our Acceptable Usage/Fair Usage Policy.
Can I keep my existing phone number if I move to you?
In most cases, yes. We can check this for you if you would like to make the move.
I don’t currently have a telephone with you. Can I switch today?
Yes, in most cases you can bring your line across from your current provider. As an existing customer there is just a small one-off fee of £15.99 to switch. Then you just pay your monthly tariff or package charges.
Does unlimited really mean unlimited with my calls?
Once the duration of your call reaches 60 minutes, the call will become chargeable. We’re happy for you to redial to avoid any charges. There is a fair usage policy which you can read more about in our terms and conditions.
Does unlimited really mean unlimited with my calls?
Your weekend calls will start at 6pm Friday and end at 8am Monday.
When do my evening calls start and end?
Your evening calls will start at 6pm and end at 8am.
What calls are inclusive in my call bundle upgrade?
There are 2 options: For £3.99, UK landline and UK mobile numbers are included at evenings and weekends. For £7.99, UK landline and UK mobile are included at any time of the week. Please see our list of popular numbers for further guidance.
Are international calls included in any of the bundles?
If I make calls outside of my chosen call bundle how much will that cost?
The cost will depend on the type of call you are making. Please see our list of call charges for more details. They are really competitive if comparing with the likes of BT and Zen! We also don’t charge for call set up.
Can I add more call features?
Yes, there are lots to choose from. Please see the options of call features.
How much will I be charged for calls if I don’t take a bundle with you?
Please see our full list of all national and international, landline and mobile call charges. We really believe call packages are great value so they are worth considering.
Are there any numbers I will I be charged for?
Yes, there are some premium numbers that are chargeable even if you are calling within your call bundle. Please see our list of inclusive and non-inclusive numbers.