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What is BT Business Broadband Advanced?
BT Business Broadband Advanced is a broadband service designed specifically for business. It provides a connection to the Internet at the same speed in both directions allowing customers to send as quickly as they receive. The product is based on SDSL technology rather than ADSL.
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What is the difference between ADSL and SDSL?
ADSL (Asymmetric Digital Subscriber Line) currently provides download speeds of up to 512Kbps, 1Mbps and 2Mbps with a maximum upload speed of only 256Kbps regardless of download speed. SDSL (Symmetric Digital Subscriber Line) provides the same speed in both directions, so if you buy a BT Business Broadband Advanced 2000 service you will have up to 2Mbps in both directions. That's an upload speed up to eight times faster than ADSL. SDSL circuits are carried over a new copper wire and they do not support traditional telephony unlike ADSL where a customer is able to access the Internet and make a phone call using the same line at the same time.
What line speeds are available?
The speeds are up to 2Mbps, 1Mbps and 512Kbps. Each order is subject to availability and survey.
What do I get as standard when I order BT Business Broadband Advanced?
Along with the choice of speeds the customer will get a business portal, 10 email addresses, 20Mbytes of web space and 1 static IP address (with option for more). In addition you also get an enhanced level of care as standard. Firstly, the helpdesk is always available, so if you have a problem there's someone on hand to talk to. Secondly, if the issue cannot be fixed over the phone we have a target response time of 4 hours and repair time of 24 hours. Should the service not be restored within 24 hours compensation is available. See Terms & conditions for full details.
Can the service operate alongside my existing ADSL service?
YES. As BT Business Broadband Advanced is installed on a new line you can continue to use your ADSL service on the existing line.
Do I get a new telephone number with this service?
No. The new line is dedicated to provide BT Business Broadband Advanced and does not support any other service.
Is my ADSL router compatible with BT Business Broadband Advanced?
No. As the product uses a different technology (SDSL) you will need a designated SDSL router.
Do I require any additional equipment when I order BT Business Broadband Advanced?
You'll need a new router to connect your computer to the SDSL circuit. You can buy this from us or from an alternative supplier.
Does BT offer compatible routers?
Yes. We offer a range of compatible routers, depending on your requirements and availability at the time of ordering. Our Standard Router is currently provided as self-install with software wizards to help you through the configuration process. However, if you would like a fully installed service please ask our sales representative who will be happy to talk you through the options.
Do I need additional security on my network?
Possibly. While all our routers come with a built in firewall, you need to consider your whole network set-up and protection policies. We suggest you consult with your local security expert to understand the risks and level of protection you require.
Where can I get a copy of the Terms and Conditions for BT Business Broadband Advanced?
Terms & conditions.
Provision
How long will it take before my BT Business Broadband Advanced service is installed?
We aim to complete all orders within 11 working days of acceptance. Actual times will depend on customer availability for appointment and any additional wiring shown to be required at time of survey. Our sales desk will notify you, if this is the case.(See question on line plant survey)
When will I be notified that the engineer will be coming to install my BT Business Broadband Advanced service?
In most cases, about a week after you have placed your order we will contact you to confirm the appointment date for the engineer to visit and install the socket.
What will happen on the day of installation?
A BT engineer will visit your premises to install a socket. You will then be required to plug your SDSL compatible router in to the socket to enable you to use the service. Further work may be required following the engineering visit prior to completion of the service provision, should this be the case the service desk will call you to inform you that the order has been completed.
What happens if the line plant survey identifies any issues?
Occasionally the line plant survey will identify that additional work is required to provide service. We'll contact you to inform you of any excess construction charges or timescales and, of course, will not proceed without your agreement. Following the engineering visit, further work may be required to complete the installation.
Who do I contact if I have a query about the progress of my order?
Contact the order management team on 0800 587 3591 between 08.00 and 18.00 Monday to Friday (excluding bank holidays).
Repair
What should I do if I can't use my BT Business Broadband Advanced service?
In the first instance please refer to the troubleshooting guide included in your welcome pack.
Who do I call if I need assistance with my BT Business Broadband Advanced or if it goes wrong?
Please call 0845 601 6928 Option 1, to speak to one of our advisors on the technical helpdesk.
What are the opening times of the technical helpdesk?
The technical helpdesk is always open. Whenever you need help, we're there.
Who do I contact if my BT Business Broadband Advanced standard router develops a fault?
During the 12-month warranty period please call 0845 601 6928. After the 12-month warranty, period refer to your user manual for details of the manufacturer.
Billing
What are the installation costs for BT Business Broadband Advanced?
There is a one-off connection fee of £595 excluding VAT. Should there be any additional installation charges these will be agreed with you prior to the work being carried out.
Where do I find the latest pricing information?
Prices for BT Business Broadband Advanced are available here
Will BT Business Broadband Advanced have a monthly billing option available?
No. It is available only on a quarterly billing basis.
Where do I find the details of the installation costs on my bill?
The details of the installation charges will appear in the one-off charges section of the bill following activation of your service.
Who do I contact if I have any billing queries about my service?
For billing queries please call 0845 601 6928, and select Option 2. We'll be pleased to answer any questions you may have.
