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| General Enquiry |
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| 1 |
What does up to 24Mbps Broadband mean? |
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You can download large files, e.g., Movies, Music files, Photos, much quicker than the current fastest speed you can get from BT. Watching popular TV clips or other media on the internet becomes much more convenient. In addition, gamers can benefit from an improved online gaming experience.
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| 2 |
Will I get 24Mbps download speed? |
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The actual broadband speed (Download and Upload) you will receive is subject to number of factors including area availability, distance from the exchange, network traffic, quality of the telephone line that connects the exchange and your premises, the internal cabling within your premises as well as the condition of your PC. We can check the availability and provide an accurate estimate using your active BT telephone number. If 24Mbps service is not available in your area, we will also advise you the best option available in your area.
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| 3 |
What if my area is not covered by the 24Mbps service? |
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After checking your area and finding that you are not covered with the 24Mbps service area, we will offer you our up to 8Mbps service. When the 24Mbps service becomes available in your area, you may upgrade to the 24Mbps service.
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| 4 |
Will you be able to tell me the speed I am getting before applying to the service? |
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Yes, we are happy to provide you with an estimated speed. Please contact us on 0800 769 2659 and quote your BT telephone number.
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| 5 |
How quickly can I start using my broadband service? |
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It usually takes about 10~14 days from the date of your order. We will send you an order confirmation in which we will provide you with your estimated download speed and further details of the order process. If you would like to check the download speed before applying to the service, you can request it from here.
* Your BT phone line needs to be active when you place an order to Swfitcall broadband. If you have just applied for a BT phone service, please make sure that you are able to make a call from your BT phone number prior to placing an order. |
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| 6 |
What do I need for the use of Swiftcall Broadband? |
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- BT phone line (active)
- A device such as Windows PC, Apple Mac, etc
- OS: Windows 98SE, Mac OS 8.6 or higher
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| 7 |
Do I need a BT phone line? |
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You will need a BT phone line or similar phone line. If you are with a cable phone line provider, you will need to change your telephone service provider to BT in order to use Swiftcall Broadband.
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| 8 |
What do I receive when I apply for the service? |
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- Super fast broadband
- FREE Wireless Router (x 1)
- FREE Microfilter (x 2)
- FREE email address (40MB) (x 1)
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| Changing your ISP (Internet Service Provider) to Swiftcall |
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| 9 |
I am currently with an alternative internet service provider, how can I switch to Swiftcall? |
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It is simple to switch service provider, all you need to do is ask for your MAC code from your current service provider, and submit it to us. Then we will do our bit to migrate your broadband service to Swiftcall.
Occasionally there are some providers who cannot produce MACs or there are MACs which are not compatible with Swiftcall Broadband service. In this case, unfortunately you may have to cancel your current service provider, and place a new order with Swiftcall. We will advise you if this will be the case following receipt of your MAC code.
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| 10 |
What is a MAC code? |
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MAC stands for Migration Authorisation Code, and it is a unique identifier code which allows end user customers to switch their broadband connection seamlessly from one provider to another. MAC can be issued by your broadband service provider, and by handing over the code to a new service provider, you can easily switch your internet service provide.
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| 11 |
Do I lose my internet connection while switching my ISP? |
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No, the migration procedure is seamless, and will normally take about 10 days. You may momentarily experience an intermittent connection, but in most cases it should be within 30 minutes. During the migration period, you may carry on using your broadband service. As soon as the actual migration date (switch over date) is confirmed, we will send you your Swiftcall Broadband user ID and Password prior to the migration date. Then all you need to do is to change some of the configuration.
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| 12 |
How long does it take to switch internet provider? |
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It usually takes about 10 days, during which time there will be no loss of service.
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Fair Usage Policy
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Swiftcall's Fair Usage Policy is designed to protect our resources and the resources of all Customers by controlling the use of networks in order to provide a high speed network to everyone.
The download usage quota of 25GB per calendar month will apply during the Peak Hours (18:00 to 23:00) to limit a very small number of extremely heavy users who may be using Peer to Peer or file sharing software that can significantly reduce the network speed.
Swiftcall reserves the right to suspend or cancel the Service without prior notice if in the opinion of Swiftcall that Customers' usage is disproportionately high compared with the other Customers. |
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| 13 |
How can I check my download usage? |
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Please contact us to check the usage.
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| 14 |
What will happen if I exceed the Fair Usage Policy? |
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We will restrict your download speed by dropping the speed down to 64Kbps for the remaining of the calendar month. If you regularly exceed your allowance, we may contact you to discuss about your usage.
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| General Support |
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| 15 |
Can I set up the Broadband myself? |
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Yes, the installation of the router is very simple. Once we confirm your activation date, we will post you the necessary equipment and the document prior to the activation date. By following a few steps of the installations, you can access to the internet.
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| 16 |
Do you support Apple Mac? |
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Yes, we do. Our wireless router supports Mac OS 8.6 or higher.
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| 17 |
What about wireless security? |
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We provide a very reliable Thomson wireless router. It supports WPA and WEP encryption, so your wireless connection will be secure.
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| 18 |
How many computers can I connect to the router? |
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You can connect up to 4 computers with LAN cables, and with the wireless connection, you can connect even more than 4 computers at one time.
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| Invoice & Contract |
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| 19 |
How do I get billed? |
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Swiftcall will issue your invoice on a quarterly basis for the basic charge in advance. The first invoice will be issued after the commencement of the service. It covers the period between the service commencement date and the next quarterly invoice period, and the invoice includes the installation charge. The payment can be made by credit or debit card only.
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| 20 |
What is the minimum contract period? |
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The minimum contract period is 12 months from service commencement date. The contract runs out on the last day of each month. The contract can be terminated by notifying Swiftcall in writing before the 20th day of the preceding month of the desired termination month. Where the Customer wishes to terminate the contract for any reason before the minimum contract period runs out, the Customer agrees to pay in full for all sums due for the remainder of the minimum contract period.
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| 21 |
How can I apply for the service? |
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Simply apply online from our website or you can fill in an application form and send it to us by Post, PDF attachment, or even you can FAX it to us.
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| Post Application |
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| 22 |
How can I check my connection speed after the activation? |
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From the router, you can find the line rate that it is connecting to the local exchange equipment at. Alternatively , you can check the throughput rate from online speed test sites, such as www.kbps.co.uk Please note that the actual connection speed you are getting depends on many factors, and it is not guaranteed due to the nature of ADSL service.
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| 23 |
I am moving home, what do I need to do? |
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When you move to new premises, it is necessary to transfer the service to a new address. You will need to place a House Move order even when the telephone number remains the same. As soon as the telephone line has been installed at a new address, we will process the house move order. We will charge £25.00 for the house move order.
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| 24 |
I am changing my BT contract details. Will this affect my broadband? |
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Sometimes changing your BT account details affect the performance of your broadband, and it could result in your broadband connection being disconnected. In case Swiftcall needs to reactivate your broadband, we will have to charge you £50.00 for the reactivation.
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