Glide - Broadband

Broadband

: What does “8 Megs” mean?
: Will I really get 8 Megs?
: What controllable factors may affect my speeds?
: How do I migrate my broadband to Glide?
: Does an engineer need to visit my home?
: Does the Glide Router work as a firewall?
: What is the range of your wireless Glide Router?
: What operating system do I need on my computer?
: Will I need to change my telephone number to use Glide?
: Can you provide broadband service over a cable line?
: Can I choose between a dynamic IP or static IP?
: Can I buy anti virus protection from you?
: How do I best protect myself from viruses and spyware?
: How do I report Abuse?
: Isn't it dangerous to use wireless?
: Is the unlimited package truly unlimited?
: What happens if my service is disrupted?
: Will you send a technician to my home to install Glide?
: Does Glide provide a router?
: How do I set my broadband service up?
: How do I set my Glide up as my default wireless connection?
: What is a filter and why do I need one?
: Do I have to be home when you deliver the welcome pack?
: If my Glide Router breaks down, do you replace it?
: Can I buy other equipment from you?
: Do I buy or lease the Glide Router from you?
: How long is the warranty on the Glide Router?
: If I damage or lose the Glide Router, what happens?
: Who is responsible for the Glide Router when I send it back?
: Can I use my own router?

: What does “8 Megs” mean?
“Megs” is an abbreviation for megabits per second. This indicates the maximum speed of an internet connection.

: Will I really get 8 Megs?
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

environmental issues which include electrical interference and even sometimes bad weather

the distance you live from the exchange

: What controllable factors may affect my speeds?
We recommend that you connect your Glide router to the first phone socket (located close to the point at which your telephone line enters your house, flat or building) with a microfilter, 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 microfilter on each phone socket. This will improve your broadband speed.

If you are using extension wiring, we'd highly recommend buying a BT iPlate as we have seen customers improve their broadband speeds considerably with one of these devices.

: How do I migrate my broadband to Glide?
All you need to do is contact your existing broadband provider and obtain a MAC code. Then when you place your order online, enter your MAC key when prompted.

: Does an engineer need to visit my home?
We do not send any engineers out to install our broadband service.

: Does the Glide Router work as a firewall?
Yes, by default it will come in NAT (Network Address Translation) mode.

: What is the range of your wireless Glide Router?
The wireless range depends totally on the environment in which the router is being used. Any reported figures will show only the distance in an open space. For best results position the router in the centre of your home. If you have a large house, we highly recommend purchasing a wireless n router from Glide as this will significantly improve your wireless range and speed.

: What operating system do I need on my computer?
Our broadband will work with both PCs and Macs and any operating system that supports TCP/IP communication and has an Ethernet or USB port, i.e. Windows, Linux, Apple. Any PC that supports TCP/IP can be connected to our service. To use the wireless network feature you need a wireless network card on your computer (this is not included in your order). Please note that we currently only support Windows.

: Will I need to change my telephone number to use Glide?
As long as it is a BT telephone number, we will be able to keep your existing telephone number with Glide.

: Can you provide broadband service over a cable line?
No. Our broadband only works with BT telephone lines.

: Can I choose between a dynamic IP or static IP?
Not during the sign-up process. By default all of our customers have dynamic IP addresses. You can request a static IP address through your online portal or by calling us on 08448 111 555. There is a one-off charge of £10+VAT for this service.

: Can I buy anti virus protection from you?
We recommend that you use AVG AntiVirus which you can download for free for personal use from here.

: How do I best protect myself from viruses and spyware?
We recommend that you install antivirus software and use a personal firewall (not supplied by Glide).

: How do I report Abuse?
If you login to your online portal, you can write a message to us there. You can also email us to glide@glide.uk.com

: Isn't it dangerous to use wireless?
No. Our wireless router allows you to use WPA encryption. We deliver the Glide Router with encryption enabled. You can find the name of your wireless network and the password on the bottom of the Glide Router. You can also find this information in your online portal and on your welcome letter.

: Is the unlimited package truly unlimited?
In principal there are no download or upload limits on our Max broadband service but you are subject to our Fair and Acceptable Usage Policy.

: What happens if my service is disrupted?
We’re committed to providing you with a service that has as few disruptions as possible.

In the unlikely event that you experience a loss of service caused by us for more than 5 consecutive working days, you will be compensated for each day’s disruption, by a reduction in your monthly service fee equivalent to the amount you would have paid for service on those days. In order to receive this reduction, you will need to notify us as soon as the service failure occurs and request the appropriate reduction by contacting member services when your service is restored.

: Will you send a technician to my home to install Glide?
No. Getting connected is very easy and you should be able to do it yourself by following our simple connection instructions. We are also available on the phone if you'd like to speak to someone in person. Note that if you get your telephone line with us, we may send an engineer to install the telephone line but not the broadband.

: Does Glide provide a router?
Yes – the standard Glide Router is a Thomson TG585v7. It includes a modem, built-in firewall, 4 port switch and 802.11g wireless access. It is capable of both ADSL and ADSL2+. We can also provide a wireless N router which provides better wireless range and speed for a one-off charge of £39.99 inclusive of VAT at the time of your order or otherwise £79.99 inclusive of VAT.

: How do I set my broadband service up?
We've configured your Glide Router to connect automatically to the Internet. Once you've completed the following steps there should be nothing more for you to do.

Connect the power adapter and switch the Glide Router on. Plug the power adapter into your Glide Router and into the power socket. When your Glide Router has booted up completely, the power indicator light will turn green.
Connect the grey cable and the white microfilter. Plug the microfilter into your telephone wall socket and plug your telephone into the telephone socket of the microfilter. Plug the grey DSL cable into your Glide Router and into the ASDL socket of the microfilter. The DSL indicator light will come on as soon as the connection has been established. If you wish to connect additional phones or faxes to any outlet using the same telephone number, you'll require additional microfilters.
Connect the Glide Router to your computer. You can either connect using the yellow network cable or you can connect wirelessly.

With Wires: Plug the yellow cable into your Glide Router and into your computer's network port. The corresponding port indicator light will turn green.

Wireless: If your computer has a wireless chip, or wireless capability, the hardware will automatically detect your Glide Router. See below on how to set up your wireless connection.

: How do I set my Glide up as my default wireless connection?
If your computer has a wireless chip, or wireless card, the hardware will automatically detect your Glide Router (you will need to make sure you have the latest drivers for your wireless hardware). However, it may also detect other wireless sources. If you have a PC with Windows XP, follow these steps to set the Glide Router as your default wireless connection:

Right click on the Wireless LAN icon in the toolbar and select the 'View available wireless networks' tab.
A wireless network connection window will pop up listing all the available wireless networks.
Double-click on 'Glide'. If you can see more than one Glide wireless network you will need to work out which Glide network is yours. The easiest way to this is to locate your computer next to the router, and the network with the strongest signal is yours.
You will be prompted to enter the wireless encryption (WPA PSK) key twice. The default encryption key is printed on the label on the bottom of your Glide Router.

: What is a filter and why do I need one?
You need a filter if you're using a broadband router on a telephone line that is shared with ordinary phones. This also applies to equipment such as faxes, sky boxes and any other devices plugged in that are used on the same telephone line. It makes sure that the broadband signals don't interfere with the voice signals, allowing you to talk on the phone and surf the Internet at the same time. One filter is included with your Glide Router.

: Do I have to be home when you deliver the welcome pack?
Yes. If you're not at home when the courier tries to deliver the Glide Router, then it will be delivered to your local Post Office for you to pick up. It is extremely important that you pick up the router from the Post Office within 14 days or it will be returned to us. If it is returned to us, then there will be an additional charge to send the router out again to you to cover postage and packaging.

: If my Glide Router breaks down, do you replace it?
If the Glide Router breaks, we will replace it free of charge, providing the equipment has not been misused in any way. Obviously, if you've caused the problem, then you will have to pay for it to be replaced.

: Can I buy other equipment from you?
Yes. You can buy replacements of everything included with your Glide Router. This includes cables, power adaptors and microfilters. Please contact us through your online portal or call us on 08448 111 555.

: Do I buy or lease the Glide Router from you?
Our customers lease the Glide router from us. This obviously means that it will need to be returned to us at the end of your contract with Glide. It is a condition of your contract that you return the Glide Router within 28 days of the end of your contract.

: How long is the warranty on the Glide Router?
If the Glide Router fails during any time while you are a paying Glide customer, we will repair or replace it for free. This is obviously only applicable if you haven't misused or abused our Glide Router.

: If I damage or lose the Glide Router, what happens?
The replacement cost for the standard Glide Router is £54.99 and for the wireless N router it is £79.99. Both prices include VAT and delivery.

: Who is responsible for the Glide Router when I send it back?
You are responsible for the Glide Router until it reaches us. At the end of your contract you will be asked to return the Glide Router within 28 days from the last day of service. If we do not receive the Glide Router within this time period, we will assume that you've decided to keep it and will charge you for a replacement router (unless you can provide us with a proof of posting or delivery).

At the end of your contract you must send the Glide Router to:

Glide Utilities Ltd
The Chamberlain Building
36 Frederick Street
Birmingham
B1 3HN

: Can I use my own router?
Yes, you can, but as the standard Glide Router is provided free of charge to all customers, you'd be silly not to accept our generous offer. We may also not be able to support other routers and access devices.