Below is a list of answers to questions that are
frequently asked about Net Probity's broadband Internet access service.
If you do not find the answers you are looking for here please contact
us.
General Broadband
What is Broadband?
Broadband is the name
given to the various means of accessing the Internet at high speeds. Net
Probity's entry level service operates at approximately ten times the
speed of a conventional dial-up connection. Broadband is “always on” so
there is no waiting for the connection to be established; simply turn
on your computer, game console or other Internet ready device and you
are connected. As well as fast web browsing and email, this will allow
you to use new applications such as on-line gaming, video conferencing,
watching movie clips and many others. You can use the connection 24hrs
a day, 7 days a week.
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What's the difference
between broadband and dial-up?
A broadband connection
to the Internet works at a much higher speed than a dial-up connection.
Broadband is “always on” and is charged at a flat rate so you don't need
to establish a connection each time you want to send and receive email
or browse web pages.
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Am
I more susceptible to viruses and computer hackers with a broadband connection?
As with any broadband
service there is an increased risk of your computer data being compromised
by viruses or hacking attempts. However, Net Probity's broadband service
uses a technique called Network Address Translation (NAT) which prevents
unsolicited connections to your computer from the Internet. We are amongst
the first to offer this type of service which provides a far greater degree
of security. Also, our welcome pack contains details of anti-virus and
personal firewall software which can be downloaded free of charge.
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Net Probity Broadband
What
equipment will I need to use the service?
For most, no additional
equipment is necessary. Your computer connects to the service using an
Ethernet interface which most modern computers are fitted with as standard.
We will check if you have this interface during the survey. If you do
not have an available Ethernet interface we will provide a PCI expansion
card, free of charge, which our engineer will install for you. In this
case your computer must have a vacant PCI expansion slot. Please note
that you may need to purchase additional hardware or software if you wish
to connect more than one computer to the service.
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Will
I need to buy any extra hardware or software?
No. Net Probity supplies
all hardware and software necessary to connect a Windows based PC to the
service.
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What
about email addresses and web space?
We can provide a Net
Probity POP3 email account (e.g. your.name@netprobity.co.uk) for a small
additional monthly charge. You can also use any existing email service
from a third-party provider with your Net Probity broadband connection.
We do not currently provide web space or web hosting services. If you
wish, you can use the services of any existing internet service provider
with your Net Probity broadband connection. You can also obtain these
services from the thousands of providers that abound the Internet, sometimes
free of charge.
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Can
I use more than one computer with the broadband service?
Yes, though you may
need to purchase additional hardware to do so. Our welcome pack includes
details of how to set up a home network in order to share the broadband
service with more than one computer.
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Does
Net Probity provide web space?
No, we do not currently
provide web space. Web hosting services can be obtained from the thousands
of providers that abound the Internet, some times free of charge.
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How
long does it take to get the service once I have ordered.
We aim to carry out
your survey within five working days of receipt of order and install your
service five working days later. The service will be up and running as
soon as the installation is complete.
<back to top>
The
information pack CD doesn't work. What's wrong?
The CD will run as soon as you place it in your
Windows PC's CD-ROM drive, only if you have the auto play feature enable.
Otherwise, click Start , then click Run . Type x:\np
in the box that appears where x is the drive letter of your CD-ROM.
Click OK. <back to top>
How
much does Net Probity's broadband cost?
There is a one off charge for activation
of the service and then a flat monthly subscription fee. You will
find our prices compare very favourably with many flat-rate dial-up
services and offers a vast increase in speed. See our full and
current price list or our free information
pack, available on request. We also offer a 30 day completely
free, no obligation trial so there is no charge for your first
month and you can then decide if you wish to subscribe.
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Do
you provide service in all areas?
No, we have a limited coverage area. However,
this area is constantly expanding and we only advertise in areas where we
provide service. <back to top>
Why
do you need to carry out a survey before I can get Net Probity's broadband?
Net Probity's service is delivered by highly
localised radio transmission. We need to ensure that you can receive
our signal at the location where you want the service provided and
determine what equipment will need to be installed. The survey also
allows us to check that your computer has a suitable interface and
allows us to answer any questions you may have in person. All our
personnel are fully familiar with the Net Probity broadband service
and can answer any questions you may have.
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What
equipment do you install at my home? How big is it?
The equipment is small and discreet. There are
two types of installation which we carry out depending on the results
of the survey. The first, and most common, consists of a box, about
the size of a small hardback book, mounted high on an outside wall
of your home. A thin cable is then run on the outside of the house
to where you would like the service provided, usually next to your
computer. The cable connects to a wall mounted socket on the inside
of your home. This socket then connects to a splitter which is powered
from an adjacent mains outlet, and on to your computer. The second
type of installation consists or a small desktop unit sited inside
your home. We run no cables on to your property as the service is
delivered wirelessly in a similar way to satellite television. Pictures
of a typical installation can be seen here
or in our information pack, available
free of charge. In all cases we will tell you exactly what we need
to install and ensure we have your agreement before any work is
carried out.
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Terms, Conditions & Fair Use Policy
What's
a fair use policy?
As with all other Internet service providers
our service, along with most of the wider Internet, relies on sharing available
bandwidth. It is not economically viable to provide dedicated bandwidth
to one user. Normally, this is not a problem as Internet traffic is very
“bursty” in nature as all users on a network do not transfer data at the
same time. However, if one or more users transfer very large amounts of
data for extended periods it can cause insufficient bandwidth to be available
for others. The fair use policy allows us to withdraw service from any customer
that routinely initiates very heavy data transfers to the detriment of others.
Generally, only constant 24hr transfers will contravene the policy. If we
find that your use of the service is affecting our ability to maintain our
service standards we will contact you to discuss the matter and where we
are not able to provide a service suitable for your needs we will recommend
other services which may be available to you. There is no penalty if we
withdraw the service. <back to top>
Where can
I find full details of your terms, conditions and fair use policy?
Full details of our terms, conditions and
fair use policy can be found here and
in our free information pack which can be ordered here.
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to top>
Can
I use the service in connection with my work or business?
Yes. Provided your use of the service is legal
and in accordance with our simple terms, conditions and fair use policy
you can use it for whatever you wish. <back
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Is
there a limit to the amount of data I can download or the amount of time
I can spend on-line?
No, though we do enforce a fair use policy.
This policy is designed to maintain a good level of service to all our customers
by prohibiting very heavy data transfers which might slow down the service
for others. Generally, only constant 24hr transfers will contravene the
policy. If we find that your use of the service is affecting our ability
to maintain our service standards we will contact you to discuss the matter
and where we are not able to provide a service suitable for your needs we
will recommend other services which may be available to you. There is no
‘tie-in' period with our service so you can cancel without penalty giving
just 48hrs notice. <back to top>
Am
I charged for the time I spend on-line?
No. The flat monthly charge allows you to be
on-line 24hrs a day, 7 days a week. <back
to top>
How
will this affect my existing telephone and television service?
There is no effect at all on your existing telephone
and television service. Net Probity uses an entirely separate wireless media
to connect you to the Internet. In fact, if you are currently using your
telephone line to connect to the Internet, your Net Probity connection will
free it for the use for which it was intended. You will be able to talk
on the telephone and access the Internet at the same time. <back
to top>
Do
I have to sign a contract?
Yes, you will need to sign our simple, plain
language contract. This is to avoid any misunderstanding and is
required by Ofcom, the UK government's telecommunications regulator.
You have the right to cancel the contract at any time, just as we
have the right to withdraw the service at any time. A sample of
the contract is included in our information
pack and can be viewed in our terms and
conditions.
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to top>
How
do I pay for the service?
We accept payment by standing order only. We
will ask you to complete a standing order mandate form which we will forward
to your bank or building society. All payments are made in advance as we
do not offer credit terms. <back to top>
What's
your privacy policy?
This is very simple. We will not share your
personal information with any other party whatsoever unless we are required
to do so by law. <back to top>
Technical
What
exactly are the connection speeds?
Net Probity's entry level service, Speed500,
operates at a maximum download speed of 512kb/s and upload speed of 128kb/s.
As an example, a typical MP3 music file of 5MB in size will take approximately
15 minutes to download using a dial-up connection. With a Net Probity broadband
connection the same file will take about 90 seconds. Web pages take about
a second to load and email is sent and received seamlessly. Please note
that actual speeds achieved will vary according to conditions on the Internet
and on Net Probity's network. <back
to top>
Do
you block any ports?
No, we do not block any ports to the Internet
though we reserve the right to do so in the future if we find that our service
standards are likely to be compromised by malicious activity on the Internet.
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Can
I use an Apple Mac or Linux based PC with Net Probity broadband?
You can use any Internet ready device that has
an Ethernet interface with Net Probity's broadband service. However, we
currently provide support for Windows ®
based PCs only. <back
to top>
Can
I host a web or email server?
We do not recommend that you host an email or
web server using your Net Probity broadband connection due to the asymmetrical
nature of the service. However, we can provide publicly accessible static
IP addresses, at a small additional monthly charge, upon request.
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Can
I use a dynamic domain name service?
As standard, our service uses Network Address
Translation (NAT) which means that an unsolicited connection to your computer
cannot be initiated by another computer on the Internet. This provides a
very high degree of security to our customers but precludes the use of dynamic
DNS services. However, we can provide static, publicly accessible IP addresses,
at a small additional monthly charge, upon request. <back
to top>
What
modem and micro filters do I need to buy?
None at all. These devices are required for
ADSL services. Net Probity's broadband connection is delivered wirelessly
and we provide all necessary hardware for the duration that you subscribe
to the service. <back to top>
Can
I use an existing email account with Net Probity broadband?
Generally yes, though we cannot unconditionally
guarantee that every email service will work with your Net Probity broadband
connection. We will be happy to check that any existing email service is
compatible with the Net Probity's broadband connection for you during the
survey. <back to top>
How
is the connection made to my computer?
The connection is made via an Ethernet interface.
You do not need to have an existing Ethernet port as we will supply a PCI
Ethernet card that can be fitted to most computers. We will be happy to
explain the options available during the survey. During the installation
we will provide you with a welcome pack that will include a guide to setting
up your computer to use the broadband Internet connection. If you request
it we will set-up your Windows® based PC for you during the installation.
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Can
I share the Internet access on my home network?
Yes, although you may need to provide you own
equipment to do so. Details for connecting your home network to your Net
Probity broadband connection are provided in the Welcome pack which we will
hand to you during installation, or can be viewed on our web site. We will
be happy to explain the options available to you during the survey or installation.
<back to top>
I've
heard that use of VPNs and web hosting isn't allowed with broadband; is
this the case?
Not with our service. You are welcome to host
servers and use VPN connections. However, we cannot unconditionally guarantee
that your particular application will work with our service and we will
be happy to advise you of the technical limitations that exist. Please also
note that the asymmetrical nature of the connection makes it generally unsuitable
for web servers unless they experience a very low volume of traffic. Publicly
accessible static IP address are available for small additional monthly
charge. <back to top>
What's
you network configuration and delivery media?
In a nutshell, we provide Internet connectivity
services delivered by highly localised, centrally managed IEEE802.11b compliant
radio access points each forming a private LAN. This network architecture
and our business operations principles allow us to provide high quality,
high speed Internet access at exceptionally low prices. By default we provide
a dynamic private (NAT) IP address but can also provide a fixed public IP
addresses on request for a small additional monthly charge. <back
to top>
What's
the contention ratio of the service?
Contention ratio is a way of measuring the potential
speed limit on a network connection due to the number of users that share
the same bandwidth. This measure is commonly used for ADSL services. Net
Probity monitors the total utilisation of the network and adjusts the bandwidth
available to ensure that the overall experience is satisfactory. Because
of this we don't feel that quoting a contention ratio is a useful way of
measuring the actual speed which subscribers experience. <back
to top>
How
secure will my computer be when it is connected to the Internet?
Because of the always-on nature of the connection,
there is always an increased risk of exposure to viruses and hackers with
any broadband Internet connection. By default, Net Probity's broadband service
includes Network Address Translation (NAT). This is a method of shielding
your computer from unsolicited connections initiated by other computers
on the Internet. We believe we are amongst the first to offer this extra
security measure. Please note that we still always recommend that you use
up to date anti-virus software on your computer and a local firewall. Our
welcome pack, which you will receive during installation, provides details
on how you can implement both of these measures to help provide a trouble
free Internet experience. <back to top>
General
Who
is Net Probity?
Net Probity is a new enterprise leading the
way in fast, affordable broadband Internet access for home and small business
users. We are a local, family business living and operating in the Bexleyheath
area so we are never more than a local phone call away. More details about
Net Probity can be found here. <back
to top>
I
understand you use microwave radio transmission like mobile phones; aren't
there health issues with this technology?
The total energy radiated by the equipment used
to deliver the service is approximately one twentieth of that radiated by
a mobile phone handset. Also, the equipment is situated much further away
from any person than with a mobile phone. <back
to top>
How
can I find out more or order Net Probity broadband?
You can request our information
pack, or order on-line or call us on 01322 400554.
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