About our Contracts
About Broadband equipment
About our Payment terms
About Switching to UK Online Broadband

Do I have to have a BT Line?

You will need a BT line to sign up to UK Online Broadband. We cannot take orders for UK Online Broadband on NTL/Telewest/Virgin lines or on ISDN lines.

What is the maximum/minimum speed I will receive?

It depends on a number of factors, including the quality of your phone line and how far you are from the exchange. You will receive an estimate during the sign up process. If we are unable to offer you the maximum 8Mb this is likely to be due to the above and you will be unlikely to get a faster service from another provider.

Is speed important?

Broadband is already much faster than dial up connections. It does depend on what you using it for. Many consumers, especially gamers, want the highest possible speeds. For a small business, anything from 1Mb to 3Mb is sufficient for running a couple of PCs. If however you want to stream video or use VoIP extensively then you will need 3-6Mb for the best quality picture.

How long before broadband is ready to be used?

We aim to have you broadband service installed within 10-15 working days of sign up. What are the upload speeds on the broadband services? We provide an upload speed of 768k on our network and 448k on BT’s network.

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About our Contracts

Is there a minimum contract length?

We have a 12 month contract term for all UK Online broadband services.

What happens at the end of my contract?

Unless you tell us you want to cancel, we’ll assume that you want to stay with UK Online on a monthly rolling basis.

What happens if I want to move to new premises?

There’s a £40 charge to move your broadband account to your new line. This is to cover the charge we have to BT for them to move your line.

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About Broadband equipment

Can I use my own hardware?

You can choose to continue using your existing hardware. To offer the best service however we recommend you use our Netgear Wireless Router. Our Technical Support team are extensively trained on the router we supply.

How many PC’s can I connect with hardware?

The Router has four Ethernet ports so can you connect four devices (or more with a hub) It has built in Wireless so you can connect as many computers to the net as you need to wirelessly.

How do I have a wireless connection?

You will need to buy our Router and ensure that your PC is equipped with a wireless Ethernet device to pick up the signal transmitted by the router. Most new laptops have a wireless card built in.

About our Payment terms

How do I make the monthly payments?

The easiest way to pay is via Direct Debit.  We also accept credit and debit cards, including American Express.

What payments are taken for a broadband account?

If you opt to buy your broadband equipment via UK Online, we will debit that cost from your account immediately. We will also take any connection fees from your account on the day of sign up. Your regular monthly payment will then start after your connection has gone live and then monthly thereafter.

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About Switching to UK Online Broadband

What do I need to switch my current broadband service to UK Online?

You need to ask your current ISP for a MAC code, and then enter that code when prompted during the signing up of you new UK Online broadband account. You will also need to know the speed of your current broadband account, and the validity date of the MAC code

How long does it take to switch my account to UK Online broadband?

We aim to have your UK Online broadband account up and running within 10-working days

Will there be any downtime?

There is usually downtime of around 2 hrs during the switching of your broadband account from your old account to your new UK Online account

Can I find out further information about switching to UK Online?

We have set up a dedicated area for people changing broadband suppliers.