| Q. Will I be able to keep my existing landline number?
In most cases, you can keep your existing telephone number
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Q. I live in a shared/rented house and I'm not the landline account holder. What are my options?
You would need to discuss this with the current landline account holder. You may need to transfer the line to your name, or have another line set up. If this is the case, you can do this by visiting www.bt.com.
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Q. How do I report a fault on my broadband line?
If you have checked with your telephone line supplier that the line is fault free, then you will need to call 0870 60 70 585.
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Q. I have just started using the new broadband service but am experiencing short breaks in my connection. Is this normal?
Your service will always try to give you the fastest stable speed your phone line can support. It does this by constantly monitoring your phone line and automatically adjusting your broadband speed if line conditions change. A temporary dropping of your broadband connection is therefore possible if a speed change becomes necessary, but is likely to be short in duration (20 to 60 secs). This is quite normal and is not a fault with the service. We suggest you should only call the helpdesk during this first 10 day period if you experience a total loss of service for more than an hour.
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Q. When I've tried ordering broadband in the past, I've been told that there's fibre in my line, what does this mean?
Broadband will only work over metallic wiring i.e. copper and aluminium. If your phone line has any fibre optic cable between you and the exchange you currently may not be able to obtain broadband services.
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Q. How much storage space will my email addresses have?
With Surefish you can have up to 5 email addresses, each with 10 Mb of storage space
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Q. My Microsoft Outlook/Outlook Express keeps looking for my old dial-up connection. I am using a router. What can I do?
You may need to configure your Outlook/Outlook Express to use the router. You can do this in the "Options" > "Properties" settings menus in Outlook/Outlook Express. For more assistance, please call 0870 60 70 585.
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Q. Can I pay my bill by a method other than Direct Debit?
No, you must pay your monthly bill by Direct Debit. This lets you pay your whole bill automatically, and saves Christian Aid time and money.
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