Your broadband questions answered

Using broadband from Pipex Homecall

Why do I need to log in again every time I turn my PC on? Is my broadband connection not always on?

Broadband from Pipex Homecall is an always-on connection, which means you can stay connected 24 hours a day, seven days a week as long as your computer is turned on.

You need to log in again after your computer has been turned off because the broadband modem is powered by the PC and only functions when the PC is turned on.

Who should I call if I have queries about my broadband service from Pipex Homecall?

If you have any general questions about any of our services, our customer care team are here to help on 0871 663 3300 - lines are open Mon to Fri 8:00am - 8.00pm and Sat 8:00am - 5:00pm. Alternatively you can email care@homecall.co.uk. For any technical questions about Pipex Homecall broadband please call 0871 663 3300 - lines are open Monday to Friday, 8:00am to 9:00pm, Saturday 8:00am to 5:00pm and Sunday 9:00am to 6:00pm. Alternatively email broadbandsupport@homecall.co.uk, or visit http://www.homecallbroadband.co.uk

What do you need to do once your Up to 8Mb service has been activated?

• Make sure you have micro filters attached to all the telephone sockets that are currently in use within your home, this will include phones, faxes, alarms and satellite TV boxes. You are supplied with two with your modem, if you require more, micro filters are available from most electrical retailers.
• Please ensure you connect several times during the first 10 days of activation for at least 15 minutes or more.
• Remember, the longer you keep the connection on, the better your stabilisation will be.

What will happen during the first 10 days of Up to 8Mb service?

• You may have line rate variations, this is a normal feature of the up to 8Mb product as it is rate adaptive and attempts to achieve the maximum line rate your line can reliably support. NOTE: this will also occur outside the initial 10 day period.
• Up to 8Mb may need to occasionally re-synchronise automatically, this occurs when your modem is not able to obtain a stable connection to the equipment within the exchange. This is perfectly normal and you may lose service for up to 60 seconds.
• On the 10th day your Maximum Stable Rate (MSR) will be set; this is an indication of the likely line rate your line will achieve throughout the life of the connection.