Questions & Answers

Below is a list of the most commonly asked questions and queries. As more questions are asked, responses will be published below.

 

  • What speeds am I likely to actually get?

    The actual speeds you receive will be based on the distance you are from the cabinet. As an indication -  a) <1km from the cabinet circa >17Mbps b) Between 1km and 2 km circa > 12Mbps c) 2 km to 3km circa > 6Mbps. Note that this distance is calculated on telephone line length and not ‘as the crow flies’. Additionally speeds are dependent on the quality of the phone line from the cabinet to your premises. Upload speeds are between 600Kbps to 1Mbps.

    Like all ISP’s, our residential services are contended i.e. the available bandwidth is shared amongst a number of customers. Our network is designed to ensure customers get the best possible speeds for the majority of the time. However, at busy times the speeds will vary.  Again similar to other ISP’s, we offer business grade broadband with lower, or even zero, contention. Details of these can be found on this website.

  • I already have my own ADSL router, can I use this or do I have to use the Call Flow supplied router instead?

    Call Flow supply with all of their Internet packages a standard pre-configured router specifically designed around their service. This router is locked down to a certain level in order to prevent changes being made that may affect the customers service. Customers wishing to use their own routers must ensure that their router is VDSL compatible (a regular ADSL/2+ router will not work). Call Flow are then happy to supply customers with the relevant settings to allow the customer to configure their own router. Call Flow will not provide technical support to a router that has not been supplied by them.

  • What is the minimum contract term for Call Flow’s broadband?

    All packages are subject to a 18 month minimum contract term. Full Terms and Conditions are available from the ‘What’s on Offer’ page. 

  • Do I need a MAC code?

    For customers who already have broadband, prior to placing an order with Call Flow, you need to obtain a MAC code from your existing internet service provider. This is a relatively simple process and is required before we place an order.

    Some of our customers requesting MAC codes from BT have been told ‘it won’t be any better with them you know, we all use the same equipment’. This is NOT TRUE. We have installed our own equipment in our new street cabinets which means we are truly able to supply high speed broadband over your telephone line. Of course, you can’t expect a BT representative somewhere in the UK or beyond to know that.

  • How much data usage do I need?

    Data usage varies depending on what you use your internet connection for. Users that simply use the internet to browse web pages and send the occasional email will rarely come close to the lower (5GB) level usage limits. For those customers who often use the internet for streaming purposes such as watching video (iPlayer/ITV Player) or listening to the radio, then usage levels are substantially higher.

    Below is a simple comparison guide as to how GB usage adds up:

    Light Internet Usage: up to 5GB
    If your main activity on the internet consists of browsing, sending and reading emails and occasionally streaming short videos or music, then a low level limit package is ideally suited.

    Medium Internet Usage: 10-20GB
    If you think you may stray beyond a 10GB limit you may be more suited to a slightly higher limit, but still don’t need to opt for unlimited usage. Medium internet users typically download a few movies or songs per month, and use their internet connection daily.

    Heavy Internet Usage: 30-40GB
    Generally speaking a 30GB limit will enable you to look at around 314,500 web pages a month and download about 6145 mp3 songs (equivalent to about 600albums). If you think you’re likely to exceed a 30GB limit then you might consider getting a download limit of up to 40GB per month.

    There are many packages available on the internet to help you calculate your likely data usage.

    An example to try is http://www.broadband.org/usage_calculator.html

  • I’m not sure what package suits me best as I have no idea of the amount of data I transfer?

    This is quite common. Call Flow do not believe in a ‘one size fits all’ where customers pay for more than they actually need. If you start on one of our lower tiered packages, we will let you know if you go over your limit for two consecutive months. At this point we will move you to the next tier up so that you are on the package that suits your needs and usage profile.