ADSL is an abbreviation for 'Asymmetric Digital Subscriber Line' and provides fast access internet service over existing copper wire telephone links. By converting your existing line to ADSL, you can normally achieve higher speed internet access than through a conventional dial-up modem. In addition an ADSL connection is always available, even when other phones although the ADSL modem must be isolated from the rest of the phone system by an ADSL filter. on the line are in use. An 'always on' service making it much easier to download information from the internet or to share information between offices or remote workers. ADSL services are asymmetric, which means that data will download to your system at a faster rate than you can upload to other destinations on the internet. There are currently two basic types available:

• ADSL Max or BT 20th. Century Network (20CN).
  First introduced in 2002 to replace the dialup internet connection it is now discontinued.
   
• ADSL 2+ or BT 21st. Century Network (21CN).
  Roll-out began in 2008 to replace ADSL Max.

Your modem and the exchange will constantly monitor the line and adjust to get the most out of your line. Unless you are very close to the exchange it is unlikely you will achieve the maximum speed possible.

Main factors affect line speed are:

• Length of line.
• Contention on the line.
• Type of cable.
• Number of joints.
• Interference from electrical sources.
• Type and quality of wiring inside the house.

These factors can also change over time and therefore the achieved line speed can also increase and decrease in response to changing factors.

The uplink speed is the maximum rate at which your connection can send data out on to the internet. Generally for normal uses such as e-mail and web browsing this is of little importance however for those using sophisticated on-line games, live video and audio applications etc. as high an uplink speed as possible is desirable. Uplink speeds are governed by most of the factors which affect downlink speeds as listed above. Standard UK uplink speeds available from Calloo are 256, 448, and 832 Kbps.

The download cap of an account is the maximum amount of data (in GB) that can be downloaded using the account within one calendar month. An account's download cap comprises of two allowances:

• Peak time (08:00 to 20:00 daily)
• Off-peak time (20:01 to 07:59 daily)

An account is based on peak time usage and once the cap is reached the default action is for the download speed to be restricted to 128Kbps.There are three course of action available when this happens for the first time:

1. If you take no action then the download speed will remain at 128kKbps until the end of the current month. This will remain as the default action on the account.
2. You may opt to pay for extra download used until the beginning of the next month, this will be charged at £1.56 per GB of additional download and will be charged on your next invoice after the month has ended. This will become the default action for future months when the download cap is exceeded.
3. You can also opt to upgrade your account with an increased download cap (per the price list) if you are likely to continuously exceed the current accounts quota.

We will try and warn you if you are likely to exceed your limit by e-mail and Technical Support will be pleased to advise you on the best course of action.

Note: All data downloaded over your connection counts towards your monthly cap and includes streamed video from any source, Smart TV, computer software and upgrades, and on-line gaming etc. If downloading video which can be stored on your device before watching, or software etc. then doing it in off-peak hours will help minimize the chance of exceeding your download cap.

An account's download cap comprises of two allowances split between peak and off-peak hours:

• Peak time (08:00 to 20:00 daily)
• Off-peak time (20:01 to 07:59 daily)

It is very difficult to give accurate figures for various types of data, especially video. One of the most important things to remember is that everything (e-mails, web browsing, music, video, films, TV, Windows updates etc. etc.) which comes over your internet connection eats into your broadband allowance. Charges for things such as films, TV and software does not include their online delivery. Below is a rough guide for some items, all video (TV, films, YouTube etc.) are particularly difficult to estimate as it depends on the video quality:

One hour of video free web browsing	10-30 MB
One hour on Facebook	25 MB
Download music (per track)	4 MB
Download video/movies etc. (per hour): Resolution 240p Resolution 360p Resolution 480p Resolution 720p Resolution 1080p	150-200 MB 250-300 MB 400-450 MB 800-950 MB 1.2-2.0 GB

ADSL is provided as a contended service, that is shared resource.

Particularly on higher line speeds, at busy times, it is normal to find that actual data throughput is less than line speed.

Factors affecting the actual data speed achieved include:

• How much activity the server that you are using is experiencing.
• How much bandwidth that server has to the internet and how much of that is being used.
• How busy the links are between that server and our network.
• How congested the BT exchange is that your are connected to.

ADSL filter allows you to share broadband and telephone equipment on your telephone line.

An ADSL micro filter is required to be used with every phone socket connected to the line you use for ADSL that has equipment (telephones, fax machines, tone callers etc.) attached to it. You may attach more than one item of equipment to a filter (i.e. You can plug a filter into a socket and then a splitter into the filter).

Alternatively filtered faceplates are now available to fit your phone sockets. Fitting one of these to your phone line master socket can eliminate the need to filter other extension sockets in the building.

No, ADSL cannot be installed on a Multi-line or an ISDN line, either would have to be converted to a single PSTN line first. If you are applying to have ADSL and have an ISDN line then you must tell us or there will be a delay.

POP3, IMAP and Webmail protocols are all available to all Calloo broadband account holders. You can be allocated an address in the format of "yourname@calloo.co.uk" you have a free choice of the "youraddress" portion subject to availability and suitability. Users who qualify could instead request an address in the format of "youraddress@shetland.co.uk" or "youraddress@shetland.uk"

In practice what you get is a Shetland Broadband Standard Hosting Package included free of charge with your broadband account. You may upgrade to a more advanced hosting package if you wish, and only pay the difference in current cost between it and a standard one.

Web space is available to all Calloo broadband account holders. You can be allocated web address in the format of "www.yourname.calloo.co.uk" you have a free choice of the "yourwebsite" portion subject to availability and suitability. Users who qualify could instead request an address in the format of "www.yourwebsite.shetland.co.uk" or "www.yourwebsite.shetland.uk"

Web space is currently limited to 1GB but however it may only contain active files for display on and functionality of your web site. Using the space for storage of files is prohibited. For full conditions please see the Acceptable Use Policy for Web Space.

In practice what you get is a Shetland Broadband Standard Hosting Package included free of charge with your broadband account. You may upgrade to a more advanced hosting package if you wish, and only pay the difference in current cost between it and a standard one.

An IP (Internet Protocol) address is an address which identifies a computer connected to the internet. For broadband the IP is allocated to your computer by the broadband provider, this is normally done in one of two ways:

• Dynamically Allocated IP - Each time you make a connection to the internet the provider allocates your computer an IP at random from it's pool.
• Fixed (static) IP - The provider allocates from it's pool a permanent IP to your system which you retain for the duration of your account with that provider.

A Calloo broadband account allocates a fixed IP address by default. A fixed IP address is needed should you wish to operate your own web or mail server for example, or in order to receive VoIP phone calls. Other uses include the ability to be able to connect to other networks such as when working from home and also to remotely connect to your computer over the internet.

We do not recharge you the connection fee which is payable on a new ADSL account if you sign up for a 12 month contract, however should you decide to terminate the account within the first 12 months then we reserve the right to recover the costs incurred, currently £40.00 (£47.00 inc. VAT).

If you wish to subscribe for less than 12 months (minimum 1 month) then a connection fee of £40.00 (£47.00 inc. VAT) is payable.

It is possible to move your existing ADSL connection from any provider to another. This can be done with minimal interruption to your service. From the 20th June 2015 the process of migrating between broadband providers has changed and no longer do you need a MAC code. We do strongly advise that you read through this section before proceeding:

1. You only need to contact the provider you wish to switch to, who will notify your old provider of the intended transfer - you do not need to cancel your contract with your old provider. If you change your mind, you must contact your new provider to cancel your request to switch no later than 2 days prior to the transfer date to ensure it is effective.
2. Once you have contacted your new provider to begin the switching process, both your new provider and the provider you're leaving must both send you a notification letter (see below) to inform you of the switch. This will normally be in the form of an e-mail.
3. The old MAC code transfer took 5 days. The new migration process takes 10 working days as a minimum.

The letter from the provider you are leaving must include details of:

• The services which are affected,
• The services which are unaffected, and
• Any applicable early termination charges that relate to the services you currently take.

The letters from the provider you are leaving and your new provider must also give details of the switch, including a reasonable estimate of the date it will happen.

Should you wish to cancel an ADSL account entirely (rather than move it to another provider) then contact us and we will send a 'cease' request to BT, there is a £45.00 exc. VAT charge levied by BT to cease the ADSL which we will charge to you. Once an ADSL service has been ceased you will have to make a new application should you wish to get connected again. Please note that under the following circumstances BT will automatically cease your ADSL provision and you will still be liable for the £45.00 fee:

• You move house.
• You change billing information on your telephone account.
• you fail to pay your phone bill / line rental and get disconnected.

If moving you will need to notify us, as the ADSL will have to be ceased (this may incur a charge) and a new provision made at the new premises. Even if you retain the same number as ADSL is enabled on the physical line it must be re-enabled on the new line. Failure to inform us prior to any changes can result in a wait of five days or more plus payment of a connection fee.

Any change to a PSTN telephone circuit may result in an automatic cease (which incurs a charge) on the ADSL service by your supplier. Changing the name for the line etc. will generate a cease. Restoring the service will incur an administration and re-connection fee and take at least five days.