This guide contains answers to all the frequently asked questions about Broadband - Giacom's always-on high-speed Internet access service. If you are unable to obtain an answer to a specific question, please launch the live advisor now.

What is ADSL Broadband Internet access and how does it work?
Broadband is fast becoming the preferred choice for businesses throughout the UK to connect to the Internet. Not only does it provide always-on Internet access, our Express range allows businesses to connect their entire network to the Net through a single broadband router.

ADSL (Asymmetric Digital Subscriber Line) is the most common way to deliver broadband in the UK to businesses. Using BT’s copper-wire infrastructure, individual telephone lines are upgraded with digital technology, allowing high-speed data to be transmitted alongside existing voice calls.

ADSL is, however, restricted by distance, and Giacom Broadband is only available to businesses near an ADSL-enabled BT exchange. To find out whether your telephone line is ADSL-ready, click here.

What is Giacom Office Solo?
Giacom Office Solo is a range of broadband Internet access packages that allow a single PC to be connected. Download speeds vary from 512Kb/s to 2Mb/s and the contention ratio is 50 to 1. Common uses for the Solo range are homeworker Internet access, or single PC business-based Internet access.

What is Giacom Office Express?
Giacom Office Express is a range of packages designed for business that want a single Internet connection for their entire office. By using one of the products in the Office Express range you are significantly reducing your overall costs when compared with normal dial-up Internet access or leased line connectivity. For instance, Giacom Broadband Office Express 1000 could replace dial-up access for 20 of your office PCs

What are contention ratios?
When discussing broadband, you’ll hear plenty of talk about contention ratios. These are the number of users you share your available bandwidth with. For instance, if you choose one of our Express products, you are potentially sharing your available bandwidth with up to 20 other subscribers. However most businesses are not accessing the Internet every second of the day and high-bandwidth Internet access often takes place in short bursts, allowing broadband to be effectively shared in such a way.

How much bandwidth do I get on a contended service?
Typical access speeds will be anything between 30 and 90 per cent of bandwidth selected on the Office Solo packages, and from 50 to 95 per cent typically on the Office Express range, depending when you access the Internet.

Do I have to pay Internet call charges with Broadband?
No – because you’re always connected, there are no all costs for your Internet access. Your normal telephone line is unaffected for making voice calls, and you would still be responsible for paying for these through BT as before

Can I use my phone whilst connected to Giacom broadband?
Yes - Giacom broadband operates alongside your current telephone line.

Can I keep my existing phone number?
Yes - you can keep your existing phone number.

What are the differences between dial-up and broadband?
Giacom broadband provides a high speed internet connection to the internet starting from 512kb per second in comparison to 56kb per second of standard dial-up. There also is no need to use an existing phone line for a single connection as broadband operates through a filter, therefore you can still use your telephone whilst being connected.

How do I sign-up for Giacom broadband?
To sign-up for Giacom broadband simply click on one of the sign-up now links found within this website.

How and when will I be billed for the service?
You have a choice of paying for your Broadband service either monthly or yearly. Most customers choose to pay using their credit or debit card, however yearly payments can also be made by cheque. For those who pay monthly by card, an invoice is issued 7 days before the payment is due each month (on the day when the account was first set-up). You have the choice to pay this invoice within this period yourself, or else the payment will be taken automatically on the due date 7 days after. For those paying yearly, an invoice will be issued 21 days before payment is due and you will be expected to settle the invoice before the due date either online using your card, or by cheque.

Who should I contact if I have queries regarding the Giacom broadband service?
You can either send an email to info@giacom.net or alternatively contact us by telephone on 0870 740 7777.

What should I do if I move location?
If you are planning to move location, you will need to inform us 2 months before you'd like the service to end. Once you are at your new premises, a new broadband account will need to be set-up by paying the current installation fee, and then continuing with the monthly payments.

If my phone service is cut off, can I still use my broadband service?
No, however you will still be billed for the Broadband service after your service has been cut-off. If you telephone service is suspended for any reason, you should contact us immediately to arrange to close the Broadband account, however we require 2 months notice for any account cancellation.

How do I know if I am eligible for broadband services?
To find out if you can receive broadband in your area please insert your telephone number within the check broadband availability page found within the website.

Why did my registration fail when the system checked my phone number?
If, when you insert your number to check for broadband availability you receive a "number failed" message, this means that broadband is not yet available in your area.

What are the terms and conditions of the Giacom broadband service?
For information regarding our terms and conditions, please click on the terms and conditions link found within the website.

How many filters do I need?
You normally only require a single filter to split your normal voice telephone line and your Broadband line. If you have a number of devices, say a fax, also on the line, you'll need a splitter for each of these devices.

How much will Giacom broadband cost?
For details on prices please click on 'broadband price details' link found within the website.

How do I change my payment details?
You can contact our Accounts department on 0870 740 7777 or log into Account Control from the main website and make the changes.

Can I connect more than one computer to broadband?
You can with our Office Express range, however the Office Solo products are designed for use on a single PC. You can connect our Office Express 2000 to up to 40 PCs on your network.

What will happen during my Giacom Broadband installation?
Once you’ve placed your order with us, you will receive confirmation and be given an estimated BT switch-on date. Your set-up fee will be due straight away, however your monthly payments will not start until the BT installation date.

During this time, if you have purchased a modem/router from us, this should arrive in time for you to set it up ready for switch-on. After that, your broadband connection will be activated at your local exchange by BT, and you can start accessing the Internet.

Do I have to buy an ADSL modem ?
Yes, you need to buy and install an ADSL modem to get broadband. This is often a small box that sits on your desk, then connects into a switch/hub or into your PC. You can purchase a modem from us when signing up, or you can choose your own.

How can I protect myself against viruses and hackers?
It’s important to implement a degree of security when installing your broadband connection. As your Internet connection will always be open, you are more vulnerable to unwanted access to your machine or network. We recommend you use a hardware firewall if installing Giacom Broadband on your network, or a PC-based software firewall and virus checker if using Office Solo.