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Internet and broadband
The Internet is a global telecommunications network which links millions of computers. To connect to the Internet you need a modem, a telephone line and an account with an internet service provider (ISP).
A modem is the most common way to connect to the Internet from your home. It is either a separate box, or is incorporated within your computer, and it plugs into your telephone line. Your Internet service provider also has a modem. When you want to connect, the two modems talk to each other and send information to and from your computer.
You can read more about the Internet and the things you can use it for in our section on Information Technology (IT).
Broadband
Broadband is simply a permanent Internet connection that is faster than the one that you get with a standard modem and telephone line. The faster an Internet connection is, the broader its bandwidth is (how much data it can cope with). This is where the term ‘broadband’ comes from.
Having broadband makes all the difference when it comes to getting the most out of the Internet. The time that it takes to move to a different page on a website becomes much quicker; it should be almost instantaneous. Also, you can make telephone calls while you’re online and using the Internet. There’s no waiting to do either one or the other. However, often the faster your Internet connection is, the more it will cost you.
Can I get broadband?
The majority of homes can get ADSL broadband, which uses British Telecom’s (BT’s) copper-wire telephone network. This is available directly through BT or via a third-party. Cable broadband is less widely available through Virgin Media.
How much does broadband cost?
To get broadband, you usually need to pay a connection fee that will start from around £20. However, some providers will waive this fee if you sign up to get certain packages. The monthly fee then usually costs between £10 and £40 per month, depending on the provider and whether you sign up for any of their other services. Usually, you have to make a commitment to the provider for at least 12 or 18 months.
How do I get broadband?
If you opt for ADSL broadband, installation is fairly easy. The provider will give you a ‘microfilter’, so that you can use your telephone at the same time as the Internet, and a broadband modem, so that you can share the connection between more than one computer.
If you choose cable broadband, and you aren’t an existing subscriber to the provider, an engineer will probably need to come out to wire things up for you.
You can find out more about broadband on the BBC website.
Changing your Internet service provider
If you already have a broadband connection, it can be more complicated to change from one Internet service provider to another than if you are connecting to broadband for the first time. However, the Internet industry has agreed to work together to make the process as simple as possible for you.
To move your broadband connection from one company to another, without losing your Internet connection in the process, you need to do the following:
- Speak to the customer services staff at your Internet service provider and tell them that you want to switch to another company.
- Ask for a Migration Authorisation Code (MAC). This is a reference number which you will need to quote when moving your broadband connection from one company to another.
- Speak to your new Internet service provider and tell them that you have a MAC. They will then use this to take over your broadband connection.
Without a MAC, you can be left without broadband for some time while the transfer is made. There have been a large number of complaints from customers who have found it difficult to get a MAC from their Internet service provider. However, legislation now requires providers to supply consumers with a MAC upon request and free of charge.
Please remember, if you are under contract to your old Internet service provider when you change, you may still need to pay for the remainder of your contract with them.
Complaining about your Internet service provider
If you have a complaint about your Internet service provider, whether it is about the quality of your Internet service or about the standard of their customer services, you should contact their complaints department in the first instance. If your concern can’t be resolved informally, you should follow their formal complaints procedure.
If you are not satisfied with the outcome of your initial complaint, you can complain to your provider’s Alternative Dispute Resolution (ADR) scheme. The ADR scheme acts as an independent middleman between the company and you, the customer. You should find details of the company’s ADR scheme either on the back of your bill, or from the company’s customer services staff.
ADR schemes are meant to supplement, not replace, the formal complaints procedure. This means that you can only use the ADR scheme if:
- you have tried to make a formal complaint to the company and have had no success, and 12 weeks or more has passed since you first complained; or
- the company has written to you to say that they’re not going to do anything else about your complaint.
For more information about complaining about your Internet service provider, see the Ofcom website.
Guide to common terms used
Other useful organisations and information
The Newcastle Trades Register has been set up to help people aged over 60 years old in Newcastle to find tradespeople to carry out repairs and maintenance in their homes, including qualified engineers who can advise on setting up your computer equipment and connecting to the Internet. To find out more, see our section on Finding reliable tradespeople, or contact the Newcastle Trades Register service using the details given below.
It can be easy to mislay important documents and information. Age UK has developed a LifeBook, so that you can find exactly what you need without searching through file after file. You can record all sorts of useful details, from who insures your car, to where you put the television licence. The LifeBook will not only help you to be more organised but could also be invaluable to a family member or a friend if they need to locate important information about you in an emergency. Simply follow the step-by-step instructions to fill in the various sections with your details, contacts and locations of important documents. The LifeBook is free and you can either complete it online, or you can order one by calling telephone number 0845 685 1061.
Contact Information
Newcastle Trades Register
NewcastleGateshead Anchor Staying Put, Metropolitan House, Longrigg Road, Swalwell, Gateshead, NE16 3AS.
Telephone : 0191 495 6178.
Article last updated August 11, 2010 2:32 pm
