Frequently Asked Questions

ADSL Questions

Can I monitor the usage on my ADSL account?
What will I be charged if I exceed my ADSL Allowance?
Can I upgrade or downgrade my ADSL package?
ADSL Enhanced Care

Questions about UKFSN user accounts

Hosting Questions

Email Questions

Can I monitor the usage on my Allowance or PAYG ADSL account?

Yes. On our website MyAccount control panel you can select the Usage option under the ADSL menu to view your usage in the current month.

The usage is updated every night at midnight and will show your total usage and, if you are on an Allowance service, the peak time usage.

Remember the information is updated only at midnight each night. The bandwidth you have used in each day since midnight is not included until the following day.

What will I be charged if I exceed my ADSL Allowance?

If you exceed the bandwidth allowance included in your ADSL service you will be charged the difference between your subscription and the subscription appropriate to the amount of bandwidth you have used plus a £5.00+VAT admin fee.

Can I upgrade or downgrade my ADSL package?

Yes you can change your ADSL package to any other package.

If the change is just to move to a different allowance band within a product range (ie Home MAX Allowance 30GB to Home MAX Allowance 60GB) there is no fee to change the package.

If the change is between different product or from a Home service to an Office service there is a £5.00+VAT charge as BT charge us for such changes.

Note that while some changes may be carried out in a couple of days to a week others will not take effect until the next billing date on your account. We will inform you of which is the case when you request the change.

Enhanced Care

Enhanced Care provides a Service Level Agreement from BT Wholesale with respect to how they handle fault reports on an ADSL service.

Enhanced Care offers a 3 hour response time from the initial fault being logged, with a 20 clock hour to totally clear the fault.

The 'Response Time' is BT's commitment to act on the fault reported either by running tests or allocating resource. This does not guarantee a clear only that the fault reported will be actioned. By clock hour BT mean working hours so this only covers Monday-Friday during normal business hours exlcuding public holidays

Note that Enhanced Care is only applicable to ADSL services and does not cover instances where the fault is a PSTN (phone line) fault.

In the event that a fix is not completed within 20 hours, as specified above, compensation can be claimed (in writing) with the amount of compensation being 50% of the monthly service charge.