Support

Need help? We're on hand!
If you are still stuck, please feel free to contact us on 0800 091 1797 or 01702 410 043


How is broadband different?

The difference between a dial up connection and a broadband connection is simple. The broadband service is a faster always on connection and you pay a flat rate each month rather than paying for each minute used as you would on a dial up connection.
 

Will anything change with my phone line on LLU broadband?

No, for our LLU broadband, we use what is referred to as partial unbundled (SMPF is the technical term)
This means that the changes only effect your ADSL Broadband internet, and there are no changes to your phone line, or to the company you pay your phone bill to, that stays the same, the only exception to this is our Surfwise Complete package, this does include your phone line rental.

24MB Unlimited LLU Service, is it really unlimited?

Yes, our 24MB LLU umlimited service really is unlimited, and there is no FUP in place, you really can download what you want.
There is an acceptable use policy as part of our terms, but this refers to the use of your internet connection for legal use, and that you should not use the internet for anything that would be in breach of any United Kingdom laws.
Some of our products have a FUP and these are listed as FUP against them, some of these product may have traffic prioritising in place for some protocols, please ask for further details. 

What is ADSL?

ADSL (Asymmetric Digital Subscriber Line) is a technology that allows Internet data to be sent over existing copper telephone lines. ADSL supports data rates from 500 to 8000Kbit/s download speeds and up to 800Kbit/s upload speeds. 

Will I be required to change my existing telephone number?

Broadband has been designed to use your existing telephone line so your telephone number remains the same. If you are with an alternative telephone communications provider you will be required to install a BT telephone line in order to receive broadband. This may mean a change in telephone number. 

Complaints and Escalations
We aim to provide the best possible service to our customers but if you are not happy with any aspect of your service with us or the way you have been dealt with, in the first instance you should either raise a ticket from your client area or send an email to customerservices@vivaciti.net this will raise a ticket number for you to track. We aim to respond to all emails and tickets within 48 hours but no longer than 5 working days. If you are not happy with any response received or if this has not been dealt with to your satisfaction within 72 hours of acknowledgment you can ask that the case be escalated to the customer services manager they will then have a further 72 hours to respond to your issue. If at this point you are still not happy with the resolution then you can ask that the case be referred to a company director at this point we aim to have a resolution to you within 2 weeks. If you are still not happy with the outcome you can ask that the matter be escalated to the managing director who will respond to you within 5 weeks.
Will everyone be able to get up to 24Mbit/s?

This will depend on what services are available at your local telephone exchange. Also, as with normal ADSL the length of your telephone line back to the exchange, and the quality of the line will play a large part in the maximum speeds you may be able to achieve.

What are Peak and Off Peak Hours?

For the allowance based products, peak hours are defined as Monday to Friday 8AM - midnight (8AM - 8PM for Office connections) All other times are off peak.
 

Are upload counted on FTTC packages

Our current FTTC packages included uploads in the data usage counted.
 

Can I move my broadband and/or phone line to another premises?

Broadband is attached to a physical line at the address so you would need to request a cease for your broadband and then place an order for a new broadband service at the new premises this will generate a cease charge for the broadband at the current rate and may cause a new activation charge to be raised depending on your package.
To request a cease you would contact us via email or support ticket. Please remember to include the phone number the broadband is on, the address and post code and the date you wish the cease to commence.
If you wish to place a new order with us for the new premises please include the address and post code and the phone number for the new premises as well as the date we should place the order.
The phone line will also need to be ceased (there is no charge for this) and then a new line will need to be ordered at the new address. If there is currently a standard phone line at this new address this can be restarted this can be done at a cost of £7.20 if not it will require a new engineer installation at a cost of £78.00

Can I check what speed I am getting?

Visit http://speedtest.btwholesale.com/ to get a reading of what speed you are currently getting, and for BT Wholesale based connections this will also give you your IP profile.

What are Migration costs?

For BT Wholesale based connections, there is no migration fee as long as the correct migration process has been followed by the gaining ISP. The only exceptions to this is if you have an LLU connection (Your line was part of an unbundled service) or you are migrating over to our LLU based services as these may generate a connection fee (see product description for details).

Package Types?

Our Packages are in different categories. We offer allowance products, these work by offering the service with a predefined amount of data that can be used over the connection, we can offer packages with a fair usage policy and we have packages that are completley unlimited.
The Allowance products are listed with the amount of data against each product, and over usage costs are show below.
We also have PAYG (Pay As You Go) packages, these are designed for very light users or people requiring a secondary connection. These have a data allowance of 1Gb and every Gb over is charged at £1.09.

Over usage and Top ups?

Top Ups:
Top Up 10 £8.65 (Ex VAT) £9.95 (Inc VAT)
Top up 25 £20.82 (Ex VAT) £23.95 (Inc VAT)
Top Up 50 £40.83 (Ex VAT) £46.95 (Inc VAT)
Top Up 75 £60.83 (Ex VAT) £69.95 (Inc VAT)
Top Up 100 £76.96 (Ex VAT) £91.95 (Inc VAT)

A top up amount has no expiry date, so if you purchase a top up of 25Gb, each time you use more than your allowance you will usage some of your top up, so if you are on a family 30 and use 35Gb in peak time, you would use 5Gb of your top up, leaving 20gb in the bank for future use.
Top ups can only be purchased using a credit or debit card and not via any existing direct debit.

If you go over your usage your speeds will be limited to 128k until your next billing date unless you purchase a top up (as described above) although If you wish, you can select over use charge, this will mean that for each GB over your usage you will be charged the over usage fee (as listed in the prices above) when you select over usage you must specify a maximum amount for overuse, this will limit the amount you can be charged in any one billing period, so if you select £5.00 as your max then once you reach this amount you will no longer be charged any more, and your speed will drop down to 128k until your next billing period (or until you purchase a top up) 

Can I change the package I am on?

You can change between different packages, depending on the package you are on there may be a charge, please email us for information. With the Allowance packages, you can move up and down package. 

Web Space & Email?

250 Meg of web and email space is provided free with your connection if required, details will be in your welcome email, but you can always raise a ticket or drop us a mail for more information.

The email service support POP3 and iMAP and secure SMTP

Our email servers are:
Incoming mail server: mail.vivaciti.net
Outgoing mail server: mail.vivaciti.net

Q) Can I increase the amount of web space we have?

A) You would need to upgrade the webhosting package to one of our paid for services.
 

ADSL Settings

To use our ADSL service you will need to configure your router or modem.

Most of these setting should be set by default, but worth checking.

VPI = 0
VCI = 38
ADSL Modulation: Auto, G.DMT, ANSI T1.413 or ADSL2+ (depending on package)
Encapsulation Mode: PPP over ATM (PPPoA (PPP over ATM)- RFC2364) VC-MUX
Authentication: CHAP

IP address and DNS server should be server assigned (or similar wording depending on router model)

What is the minimum term for the account?

The minimum term is 1 month for basic allowance based DSL connections and 12 months for all Unlimited and FTTC connections, multiple service contracts may be 12 months depending on your schedule converted phone and broadband services will carry a 12 month term; If you wish to terminate your contract you will need to give 30 days notice, in the case of migrations, we accept the notification received from the gaining provider as the start of your notice period, as charges up to the end of this 30 day period will still be levied.
Once we receive your notice to cease/migrate out or if you inform us you have already left, all outstanding invoices become due for payment immediately.
Broadband products will come with a disconection fee seperate from the standard fees for broadband, these will be charged at £34.50 + VAT.

Do your prices include telephone line rental?

No, phone line rental is charged separately either by ourselves if your phone line is provided by ourselves or your current phone line provider.
 

How do I pay for your service?

Payment is via Debit or Credit card, Monthly direct debit or for some packages, we offer payment by PayPal, depending on connection chosen. There may be other payment options, contact us to discuss further

How long after I sign up will I be able to use my ADSL?

It will take between 7 and 10 working days to set up and activate your account. This time line is dependent on either BT Wholesale or BT Openreach to provision or migrate your line, and is beyound our control.
You can also monitor the progress of your order from our control panel depending on the package chosen. 

Termination and cease charges.

Services will generate a cease/termination charge when they are ceased or terminated. This can also apply when a service is incorrectly migrated away without the use of the correct migration path by the gaining provider. The cease/termination charge differs from service to service. Please contact us for details of termination and cease charges on particular packages.

Broadband services have a cease charge of £34.50  + VAT.

Does your basic phone line rental include any extra services?
Our basic phone line rental does not include any extras, it is just for the phone line rental alone. Other services can be added to your phone line for example caller display, call diversion, call waiting, call barring to name a few, these will be chargeable, please ask the sales agent or drop us a line for your requirements and prices.
What is your abuse contact?
Abuse emails should be directed to: abuse@vivaciti.net
Complaints and Escalations
We aim to provide the best possible service to our customers but if you are not happy with any aspect of your service with us or the way you have been dealt with, in the first instance you should either raise a ticket from your client area or send an email to customerservices@vivaciti.net this will raise a ticket number for you to track. We aim to respond to all emails and tickets within 48 hours but no longer than 5 working days. If you are not happy with any response received or if this has not been dealt with to your satisfaction within 72 hours of acknowledgment you can ask that the case be escalated to the customer services manager they will then have a further 72 hours to respond to your issue. If at this point you are still not happy with the resolution then you can ask that the case be referred to a company director at this point we aim to have a resolution to you within 2 weeks. If you are still not happy with the outcome you can ask that the matter be escalated to the managing director who will respond to you within 5 weeks.
Is there a minimum call spend on your land line voice products and what is the call connection charge.
Our UK calls have a minimum spend of £0.02 and a connection charge of £0.06 If you call destination is not listed, please ask us for the current call rates.

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