Q. What are ADSL micro-filters used for?
An ADSL micro-filter is a small device which plugs into your telephone socket. It splits frequencies into one band for telephone use and another for broadband use.

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Q. What can I expect when I first start using my broadband connection?
After initial installation and connection, the service can take up to an hour to stabilise and, in a few cases, up to 24 hours (typically this should only be the case if your exchange is a long way from your house or the quality of any internal cabling in your home is poor).

During this time you may experience an intermittent connection, usually accompanied by a flashing light (usually labeled 'DSL' or 'Broadband') on your modem or router. This is normal and does not indicate a fault with the service: the exchange tests different speeds to determine the fastest stable speed for your line conditions. Once this process is complete, your service should stabilise.

Although you should have a stable broadband connection after the first hour, the service actually takes a further 10 days to determine and settle at the final optimum speed for your phone line. During this period you may notice your broadband speed fluctuating. Again, this is a normal characteristic of the service works and not a fault, so during this first 10 day period, we suggest you only call the helpdesk if you experience a total loss of service for more than an hour.

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Q. Is the modem and router covered by a warranty?
Yes, the modem and router have a warranty. Please fill out any warranty registration card that comes with the equipment. If you have a problem with the modem or router in the 12 months from the date of delivery, please call the Surefish technical support line to ask for assistance in establishing whether a replacement needs to be despatched. The equipment might need to be switched off or reset.

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Q. From time to time my broadband connection appears to be intermittent, usually accompanied by a flashing light on my router?
This is most likely to be the broadband service automatically adjusting your speed in order to maintain the fastest possible stable connection (a process known as 're-synching'). Re-syncs are usually triggered by electrical interference affecting your phone line. The re-sync process requires the broadband signal to be dropped for 20-60 seconds while a new stable speed is identified. If you are using the provided router your broadband service should then reconnect automatically.

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Q. Can I use my existing modem for Surefish broadband?
Yes you can but we cannot support the equipment if it has a fault.

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Q.  I would like to use my own modem. How do I do this?
If you wish to use your own device then you will need your access ID and password, which can be obtained by calling our support team once your broadband connection has been confirmed. Please note however, that we will not be able to offer any technical support should you have problems with your own modem. We recommend you retain the original modem supplied as this will need to be connected to the line if you require any technical support.

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Q. Do I need an adapter to receive wireless broadband?
That depends on your laptop. Some older laptops don't allow for wireless connectivity and if yours is one of these, yes, you'll need to buy a wireless adapter. These are readily available from your high street computer supplies store.

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Q. Already have broadband from another provider?
It's easy to transfer your service. Just follow the simple two-step process below. Step 1: Contact your current service provider and ask for a Migration Authorisation Code (MAC). Make sure you understand any terms and conditions that may apply if you discontinue your existing contract for broadband. Step 2: Contact us, let us know that you want us to provide your broadband service and give us your MAC code.

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Q. What does my MAC code look like?
Your MAC Code should look similar to one of these examples:
BBIP123456/CA78A
BBIP1234567/CA89B
BBIP12345678/CA90C .

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Q. Who do I call to get my MAC Code?
The number you need to call depends on your current service provider. See below for the contact details of your ISP.

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