FAQ

Below is an outline of frequently asked questions regarding Fused Networks' services - if your question is not addressed, please feel free to contact us on 0845 126 1555.

General

1.  What is ADSL?

ADSL stands for 'Asymmetric Digital Subscriber Line' and provides fast access internet service over existing copper telephone links. By converting your existing telephone line to ADSL, you can take advantage of high speed internet access through an 'always on' service making it much easier to download information from the internet or to share information between offices or remote workers. ADSL services are asymmetric - which means that data flows to you faster than from your system.

2.  What do I need?

You will need a BT telephone line that can be converted to ADSL. BT has enabled local exchanges throughout the country to provide ADSL service.

3.  Can I still use my telephone line?

Yes - you can use a telephone on the same line as the ADSL service - and while you are using the internet! ADSL requires a micro-filter to be connected to the line - the filter has outputs for both ADSL connections and standard telephones.

4.  Are there call charges for using ADSL?

There are no 'call' charges associated with ADSL use. Once you have paid the regular subscription you can use the service as often or as little as you like. This makes ADSL a very cost-effective alternative to other internet connections such as ISDN.

Please note that you will be responsible for the cost of voice telephony calls made on the ADSL converted line. These charges will be billed separately by BT or other line provider in the normal way

5.  Can I connect a network to my ADSL link?

Yes - ADSL is ideal for connecting an office (or home) network to the internet. Connect your network to the ADSL router and all network machines will be able to access the internet.

6.    What is ‘Wires Only’?

This is a service that allows you to purchase your own choice of ADSL hardware. This gives you greater control with reduced costs. You can purchase ADSL routers, modems and micro-filters from a range of suppliers to suit your needs and budget.

Care should always be taken to make sure that additional equipment including extension telephone handsets, satellite receivers, fax machines etc. are connected using an ADSL micro-filter. Failure to use a micro-filter on an extension circuit may result in instability and failure to connect the ADSL circuit.

Customers should always be aware that any faults, issues etc. within their own equipment will remain the customer’s responsibility.

7.  Where can I purchase ADSL equipment?

Fused Networks is able to provide pre-configured and bare routers for ethernet network links. Fused Networks will provide the information needed to programme your choice of ADSL equipment. You may choose to procure your own equipment from your preferred supplier/computer store

8.    What is ADSL MAX?

ADSL MAX is a higher speed rate-adaptive service from BT. MAX provides download speeds of up to 8Mb/s with upload increased from 256 kb/s (standard ADSL) up to 448 kb/s (Max) and 832 kb/s (Premium Max).

9.  What sort of speed might I expect?

For many users ADSL Max will provide an increase in line speed. However, users should note that MAX is a rate adaptive service and the actual speed that a user will experience will be dependent on the line length, line quality and other factors. It is quite possible for users in close geographical proximity to receive services with different speeds.

10.  Will there be an immediate increase in speed?

Re-grades will take up to 5 working days from order to provision. There will then be a minimum 10 day period whilst the maximum line rate is determined.

11.  What is 'Training'?

When the MAX circuit is first connected the BT local exchange, it will communicate with the customer equipment (modem/router) and will attempt to determine the optimum line synchronisation speed. This will be dependent, amongst other things, on line length and line quality.

12.  If the speed can vary, how will I know if there is a fault?

If the line (sync) speed should fall below the fault threshold - set at 30% of the maximum stable rate - then there may be a fault with the line circuit. Fused Networks’ Customer Support (0845 126 1555 for business customers and 0845 126 1311 for residential customers) will be able to refer faults to BT where the line speed (sync rate) has fallen below the FTR.

Where the line speed falls below the FTR, investigations will be initiated by BT to determine the reasons for the fall.

13. Can I run VPNs over ADSL MAX?

VPNs can be created to run across MAX circuits - and many users will find the increased upstream speeds to be a benefit. IPStream MAX Premium products (Office 8000) will be particularly suited to VPN use, offering upstream speeds to 832 Kb/s and prioritisation of traffic flow during busy network periods

14.  What do I do if I am moving premises?

You will need to notify Fused Networks, as the ADSL will have to be ceased and re-provided at the new premises. Any changes to a telephone circuit will automatically cease the ADSL. Reconnection will incur an administration and reconnection fee

15.  I have moved, but kept the same telephone number. Why has my ADSL stopped working?

ADSL is provided by the physical connection of equipment to your line. The number can be assigned by computer equipment in the exchange and can easily be assigned to a different circuit. Moving the ADSL requires the physical movement of the exchange equipment. Any change to a telephone circuit generates an automatic cease on the ADSL service by BT.

16.  Do I need a dedicated telephone line for my ADSL?

This is not a necessity, but it will depend on the telephone services you are operating on the line that you want to use for ADSL. You will need to use a telephone line that comes directly to where you want ADSL. You will not be able to use an extension that comes through a separate exchange or switchboard.

17.  I want to migrate from my present ISP to Fused Networks

You will need to use our online migration order form and you will need to have a Migration Access Code (MAC) provided by your existing ISP and the telephone number of the line.

18.  I am a long way from my exchange. Will this affect my ability to receive service?

Broadband services do depend on the length and quality of the line between your site and the local exchange. Maximum speeds will be achieved with shorter line lengths - typically within 1 - 2 Km. Longer lines will experience a reduced line speed. The Fused Networks ADSL checker will provide an indication of expected line speed. For very long line lengths it may be necessary to arrange an engineer appointment to fit a service specific face-plate etc.

19.  I have changed the name on my telephone line.  Why has my ADSL stopped working?

Any change to a telephone circuit generates an automatic cease on the ADSL service by BT. Changing the name for the line, or making any other change to the PSTN element of the provision will generate a cease. Restoring the service will incur and administration and reconnection fee - reconnection will take a further 5 to 7 working days from order to provision.

20.  An engineering appointment has been requested. Will I be charged for this?

If a fault is reported on a broadband circuit it may be necessary to arrange an engineering appointment for a BT engineer to visit the customer site to check and rectify problems. If a fault is found within the BT system then this visit will not be chargeable.

If an engineering appointment is requested and the engineer finds that the faults are within the customer network or equipment or that there is no fault then the visit will be chargeable at a minimum charge of £144 + VAT (£169.20 inc VAT).

If an engineering appointment is made and the engineer is unable to contact the end user on arrival then an abortive visit charge (£144+VAT) may be made.

ADSL2+ up to 24Mb LLU Broadband

1.    What does LLU mean?

LLU stands for Local Loop Unbundling which means the incumbent operators (BT and Kingston Communications in the UK) makes its local network (the copper cables that run from customers premises to the telephone exchange) available to other companies, such as Fused Networks. We can then upgrade individual lines to offer high speed Internet access direct to our customers. 

2.    Will I be able to get Fused Networks’ LLU service?

Fused Networks’ LLU is currently available at 55% of telephone exchanges but this figure is increasing all the time.  You can check if you can receive our LLU service by using our online checker (add link). 

3.    What does ADSL2+ mean?

The copper wires that are used to carry your telephone conversations are actually capable of transmitting information at much higher speeds than is needed just for telephone calls. This extra bandwidth in the copper wire is normally wasted, but ADSL2+ technology allows us to take advantage of the available bandwidth by using additional equipment to transfer data at a higher frequency than that used for voice calls.

The higher the frequency that is used to send the signal, the faster the signal will degrade over distance. Because ADSL2+ uses very high frequencies, there are limits on the distances over which that the signal can be reliably received. Unfortunately, customers that live too far from their exchange will therefore not be able to take advantage of this technology

4.    What does 24Mb actually mean?

Mb is short for ‘megabits per second’. This indicates the maximum speed of an internet connection, measured in bits (of information transferred) per second. One kilobit is one thousand and twenty-four bits and one megabit is one million bits (one thousand kilobits).

5.    Will I really receive 24Mb?

The actual bandwidth that you will receive is based on the following factors: the length of the wire that connects your premises with the BT exchange, the quality of the copper, and environmental issues which include electrical interference and even sometimes bad weather and the distance you live from the exchange. If your line is two kilometres long then you can expect to receive up to 16Mb (dependent on the above circumstances). Your bandwidth will decrease further as line length increases, and we do not offer our service if you are further than 5.5 kilometres from the exchange. While bandwidths are not guaranteed, we do offer the highest bandwidth available using ADSL2+ to your premises. 

6.    What factors will affect the speeds I receive?

We recommend that you connect your router to the first phone socket (located close to the point at which your telephone line enters your house, flat or building) with a micro filter, as this will greatly improve the overall connection speeds. In addition, we recommend that you don’t use internal or external line extensions, as they may also affect your speeds. If you have more than one phone socket in your household, please use a micro filter on each phone socket. This will improve your broadband speed.

7.    Which bandwidth allowance should I choose?

Each Gb allows for approximately 100 hours of browsing or 400 emails or 80 emails with attachments or downloading 40 songs/short videos or 8 hours of online radio in a month.A typical Fused Networks’ customer uses 2Gb/month and a heavy user uses around 5Gb/month.  If you find that your allowance is not the right one for you, please contact us and we will change it. 

8.    What has happened to 20:1 and 50:1 contention ratios?

These have effectively disappeared.  All Fused Networks’ customers will be using our ADSL 2+ LLU service unless it is not available or they choose to upgrade to an improved BT connection.  

9.    How do I migrate to Fused Networks?

You will need a MAC (Migration Authorisation Code) code from your existing internet service provider.  Please note MAC codes expire so for a quick migration to Fused Networks, please ensure your MAC code has not expired. 

10.    How long is my contract with Fused Networks?

All contracts are for minimum 3 months with a £50 cancellation charge if the contract is terminated under 12 months

11.    If I choose the unlimited bandwidth option, is it really unlimited?

The Fused Networks unlimited service is subject to a Fair Use Policy but in our experience very few Fused Networks’ customers, using the service for legal internet activity, exceed this policy. 

For our Fair Use policy, please visit our website:  Fused Networks Fair Use Policy

Mobile Office Hosted Exchange

1. What is my Hosted Exchange mailbox limit?

If you have the Lite package, the mailbox limit is 250 MB in size. If you have the Standard package, the mailbox limit is 500 MB in size. If you have the Premium package, the mailbox limit is 1Gb in size.

2. Will I stop receiving e-mail if I go over my storage limit for my account?

Yes, you will be warned when you reach 90% of your limit but will continue to send and receive until your limit is reached.

3. Do public folders count as part of my storage space usage?

No, public folders do not apply to the individual mailbox storage limits.

4. I currently use Outlook with a POP3 account.  Why would I want to use your Hosted Exchange service?

Outlook offers mail, calendar, contacts and tasks for a single user.  When you add an Exchange server, you now have access to the same features for your group, including meetings, and access to one another’s calendars.  You also have access to public folders, which can be shared between group members.  These folders can contain email messages, files, contacts, calendars, tasks, and memos

5. Since you are scanning messages for viruses, do I still need an anti-virus client on my workstation?

Yes, everyone should be running a good updated anti-virus client.  Any good commercial product with daily updates will work fine, provided it is Outlook-aware.  

6. Can I use an IMAP or POP mail client, and leave mail on your server?

Yes, with IMAP mails will remain on the server by default, but with POP you will need to configure your client to “keep a copy on server”

7. How do I set up public folders?

If you have a standard or lite package you will be able to administer your public folder using an Outlook client or OWA by browsing to “Public Folders” using your designated admin account. You can then create new folders and designate permissions to other users in your domain

8. How often do you patch/update the Exchange server?

The servers may have to be taken off line for essential maintenance and software patches, you will be given prior notification and the work will be undertaken between 11pm and 4am to reduce impact

During this window of downtime, you may NOT be able to consistently connect to the Exchange servers via your MS Outlook or via WebMail (Outlook Web Access) or via any other devices.  Depending on which servers are being worked upon, you may intermittently lose access for all or part of this downtime window.

If you want to have access to your Outlook mailbox data during this entire window of time, you must setup Outlook to operate in Cached or Offline mode.  Any changes you make inside Outlook while in offline mode can be synchronized when you re-connect to the Exchange servers in online mode.  

NOTE: Any e-mails sent to users during this time will be captured and queued by our backup server so that they will not lose any incoming e-mails.

9. Do you offer Sharepoint?

Yes, we can provide hosted Sharepoint services for your hosted Exchange account(s), contact sales@fused-group.com.  

10. Do we need to transfer our DNS to your control?

No, but we prefer to host your DNS since it simplifies the setup process.  If we are not doing DNS for you, you will need the following information to provide to your DNS Provider:

If you do not have your DNS service hosted by Fused Networks, here are the MX Records:

Mx01.myhostedmail.co.uk and Mx2.telecomplete.net

11. What versions of Outlook are supported?

Microsoft Outlook Express, Microsoft Outlook 2003 (with Service Pack 2) and Microsoft Outlook 2007 are fully supported for use with the Hosted Exchange service.