Business Broadband

Frequently Asked Questions

Internet connectivity
Analogue Dial Up
ISDN2 Dial Up (Where an ISDN Line is available)
DSL
Domain registration/transfer and hosting
Email (POP3, SMTP and web mail)
Web space (including support for PHP' MySQL and Frontpage Extensions)
Anti Virus and Anti Spam email filtering
Static IP addresses (optional)
Router with firewall or a modem* (optional extras)
Online Account Management (self care)
End User Support

* The DSL Router we supply has a configurable firewall. It is advisable that each PC to be connected is also independently protected by firewall software. The modem we supply, as with all DSL Modems, does not include a firewall.

1.2 What are the products?
There are three products within the Tiscali Business Broadband portfolio, these are:

Tiscali Business 500
Tiscali Business 1000
Tiscali Business 2000

1.3 What is the difference between the products?
The Tiscali Business Broadband products differ in two ways - the broadband speed and the contention ratio (the ratio of the number of subscribers to the number of lines - the lower the number, the higher the guaranteed bandwidth).

1.4 What are the different bandwidths/contention ratios offered?
The three core products offer the following bandwidth/contention ratios:

Product	Bandwidth	Contention Ratio
Tiscali Business 500	512 Kbps	50:1
Tiscali Business 1000	1024 Kbps	50:1
Tiscali Business 2000	2048 Kbps	20:1

1.5 Tiscali currently offers a 150kbps connection. Is this also available with Tiscali Business Broadband?
The 150kbps product DSL connection is not on offer with Tiscali Business Broadband. The entry point bandwidth for Business Broadband is 512Kbps.

1.6 What additional features are offered with the DSL line?
The Tiscali Business Broadband products also include (either as standard or as an option):

V90 analogue dial up Internet access
ISDN dial up Internet access
Domain name
20 Email accounts
Commercial web space
Anti-Virus
Anti-Spam
One Static IP address (We can only offer one Static IP address per DSL line)

1.7 Which additional features can be left out of the bundle?
One Static IP address.

1.8 Can I see what I get with each product?

Product	Business 500	Business 1000	Business 2000
Bandwidth	Up to 512kbps	Up to 1024kbsp	Up to 2048kbps
Contention	50:1	50:1	20:1
Email addresses	20	20	20
Email storage	50Mb	50Mb	50Mb
Webspace	100Mb	100Mb	100Mb
Anti-virus scanning	Yes	Yes	Yes
Spam filtering	Yes	Yes	Yes
Backup dial up access	Yes	Yes	Yes
Domain	.co.uk / .com / .net / .org / .org.uk	.co.uk / .com / .net / .org / .org.uk	.co.uk / .com / .net / .org / .org.uk
1 static IP address	Optional	Optional	Optional
Value added services	Video conferencing; fax-to-email	Video conferencing; fax-to-email	Video conferencing; fax-to-email
Firewall	Available with router only	Available with router only	Available with router only
Helpline	Mon-Fri 8am - 8pm	Mon-Fri 8am - 8pm	Mon-Fri 8am - 8pm
Set up (one-off)	£50.00 ex-VAT	£50.00 ex-VAT	£50.00 ex-VAT
Price per month	£15.99 ex-VAT	£19.99 ex-VAT	£29.99 ex-VAT

2. PRICING

2.1 What do I have to pay to get Tiscali Business Broadband?
The Tiscali Business Broadband product has a number of different pricing elements:

Installation charge of £50.00 - we pass this straight to BT
Monthly Subscription - dependent on the package you purchase
A modem or router (optional and at an extra cost) as required - prices vary.

2.2 What is the installation charge and how much does it cost?
BT charges every service provider such as Tiscali a set charge for enabling DSL on a standard PSTN (telephone) line. This fee currently stands at £50.00. Tiscali does not make any money on this - it is a BT charge.

The installation charge is a one off fee payable with the first month's bill.

2.3 How much is the monthly subscription?
Tiscali Business Broadband prices are as follows:

Product Name	Monthly Fee (£) ex VAT
Business 500	£15.99
Business 1000	£19.99
Business 2000	£29.99

These fees are payable monthly in advance and the minimum contract is for 12 months.

2.4 How much does the necessary hardware cost?
Tiscali Business Broadband comes with a choice of modem or router [see section 4.1 below for full details]

C.P.E.	Price (£) ex VAT
Sagem F@st 800 USB Modem	£20.00
Speedtouch 510 ethernet router	£60.00

The router or modem charge is a one off charge payable with the first monthly bill.

2.5 Do I have to buy hardware from Tiscali?
No. Any compatible router or modem can be used with Tiscali Business Broadband but Tiscali cannot offer support for any hardware other than those listed above. [See section 4.4 below]

2.6 How much do additional micro-filters cost?
Additional micro filters can be purchased from the Tiscali online shop: http://www.tiscali-business.dslshop.co.uk and cost £6.99 (inc VAT) exclusive of postage and packing.

2.7 How much does additional cabling cost?
Additional cabling (both RJ45 Ethernet cabling) and RJ11 (for connecting the Modem or Router to the telephone socket) can be purchased from the Tiscali online shop: http://www.tiscali-business.dslshop.co.uk and cost £1.00 per metre (inc VAT) exclusive of postage and packing.

3. PAYMENT METHODS AND BILLING

3.1 What payment methods are acceptable for Tiscali Business Broadband?
You can pay for using a credit card or by direct debit.

3.2 What credit cards are accepted?
Currently Tiscali accepts MasterCard, Visa, Visa Delta but NOT Visa Electron.

3.3 Do you take Switch cards?
Currently Tiscali cannot accept Switch card payments.

3.4 Can I change payment methods from credit card to direct debit?
Yes. By logging in to the Existing Users (MY ACCOUNT) area [see section 9 below] you can easily change the payment method used for your account.

3.5 Is it safe to pass my credit card or direct debit details online?
All registrations are implemented to a high security standard using encryption technology.

3.6 When is payment made?
Tiscali Business Broadband is billed monthly in advance.

3.7 Can I pay with one annual payment?
Currently this option is not possible.

3.8 Can I pay by cheque?
This payment option is not available with Tiscali Business Broadband.

3.9 How do I know what I am being billed?
Every Tiscali Business Broadband user will receive a monthly invoice online. This will detail all costs debited for that month.

3.10 Where can I see my bill?
You will be sent email notification when your bill is ready for viewing. You can then access this bill (in pdf format) [also see section 9.13 below].

3.11 Can I have a paper bill?
Tiscali will not provide a paper bill as standard. However, the online bill is formatted to be easily printable.

3.12 Can I have a VAT invoice?
The online bill is formatted to include all VAT details and can be used for VAT accounting.

4. DSL MODEMS AND ROUTERS

4.1 What MODEM OR ROUTER does Tiscali offer?
Tiscali currently offers a modem or a router with the Tiscali Business Broadband range. These are:

Product	C.P.E
Business 500	Sagem F@st 800 USB modem or Speedtouch 510 4 port ethernet hub
Business 1000	Sagem F@st 800 USB modem or Speedtouch 510 4 port ethernet hub
Business 2000	Sagem F@st 800 USB modem or Speedtouch 510 4 port ethernet hub

4.2 What does the Tiscali Modem or Router cost?

Modem/Router	Price (£) ex VAT
Sagem F@st 800 USB Modem	£20.00
Speedtouch 510 ethernet router	£60.00

4.3 I can get the Modem or Router cheaper myself from…
This may be the case but the Tiscali price also includes

2 micro filters
Data cabling
Driver software
Accompanying manual
Postage and packing

Tiscali cannot offer technical support relating to modems or routers for non-Tiscali supplied equipment.

4.4 Do I have to take Modem or Router from Tiscali?
No. All Tiscali Business Broadband products can be sold as "wires only" - which means you provide the Modem or Router and we will provide the service. Tiscali makes no insistence that you use Tiscali supplied equipment. However, Tiscali cannot offer technical support relating to modems or routers for non-Tiscali supplied equipment.

4.5 When do I get my Modem or Router?
Once your order has been accepted and your DSL line successfully enabled by BT, we will send you a confirmation email. We will then dispatch your Modem or Router within 2-3 days.

4.6 Can you tell me more about the Sagem F@st 800 USB modem?
Specifically designed for residential and SOHO markets, SAGEM F@st™ modems allow High-Speed Internet access through a single ADSL line. Thanks to this technology, the user benefits from the best of the Internet: unlimited and high-speed connection with the telephone line remaining available for voice calls.

The SAGEM F@st™ 800 USB ADSL modem is very compact. The USB interface allows the easiest installation possible.

Supported Compatible Operating Systems:
The SAGEM F@st™ 800 modem can run on all the usual platforms: Microsoft Windows 98, 98SE, 2000, ME, XP

4.7 Can you tell me more about the Speedtouch 510 ethernet router?
The Speedtouch 510 Broadband Internet Gateway, the first broadband router to support the full Universal Plug and Play (UPnP) standard for ease of set-up, enables simple sharing of your Broadband connection.

UPnP applications that previously required complicated router configuration (such as Windows Messenger) now operate seamlessly without the need for user configuration.

The Speedtouch 510 has a built in four port 10/100 Fast Ethernet switch with MDI/MDI-X auto sensing to simplify cabling requirements. The unit also has a built in firewall.

Supported Compatible Operating Systems:
The Speedtouch 510 can run on all the usual platforms: Microsoft Windows 98, 98SE, 2000, ME, XP

4.8 Can Tiscali install my Modem or Router for me?
No we do not need to install the modem for you and it is a self-install modem.

4.9 Can I purchase peripherals for my Modem or Router?
Tiscali offers a full complement of peripherals (cabling, extra filters, PCMCIA cards etc.) These can be purchased from the online shop: http://www.tiscali-business.dslshop.co.uk

5. TISCALI BUSINESS BROADBAND REGISTRATION

5.1 Where can I register for Tiscali Business Broadband?
Registration for Tiscali Business Broadband can be made online at:
http://www.tiscali-business.co.uk/broadband Or
Via phone on: 0800 975 3030

5.2 How does the registration process work?
Tiscali Business Broadband registration is a phased process:

You sign up for your DSL line
You choose and order your domain name
You activate your hosting package
You add on other features [see section 6].

5.3 What is required to sign up for a Tiscali Business Broadband line?
To sign up for a Tiscali Business Broadband line you need just to follow the online registration screens. These include:
a) A line checker (to ensure that Tiscali Business Broadband is available on the phone line you wish to use)
b) Submission of personal details (name, address, contact details etc.)
c) Submission of payment details (credit card or direct debit)
d) Choice of username (including your initial tiscali.co.uk email address)

5.4 What happens after I've registered?
You will receive an online confirmation after registering. You will also be sent a confirmation email. Your order is then sent to BT to enable Tiscali Business Broadband on the specified line. Once Tiscali receives confirmation from BT that the line is enabled a further email is sent to inform you and (if required) the Modem or Router is despatched to you at this time.

5.5 So now I've got my Tiscali Business Broadband line what happens?
Once you have received your confirmation email (and Modem or Router.) you can start using your broadband connection. This email also gives you a web address to order the domain you would like to use with your Tiscali Business Broadband account.

5.6 Why can't I order my Tiscali Business Broadband line and domain at the same time?
There are occasions when we order a DSL connection and - even though the line passes the initial check we subsequently find that DSL cannot be enabled. As the Tiscali Business Broadband package consists of a number of components, Tiscali prefers to ensure that the DSL line is properly enabled and functional before continuing with the provisioning of the rest of the package.

5.7 So how do I order the domain name I want?
The email that confirms that the DSL line has been activated will also give a link to a URL from where you can check if the domain name you want is available and then you can register for it.

5.8 I already have a domain name. Can I use this with my Tiscali Business Broadband account?
Yes, as long as the domain name is one of the following:

.co.uk
.com
.net
.org.uk
.org

The email that confirms that the Tiscali Business Broadband line has been activated will also give a link to a URL from where you can transfer your domain.

5.9 So I've got my Tiscali Business Broadband line and asked for my domain name. What do I have to do next?
Once you submit your request for the registration/transfer of a domain name, you will receive a confirmation email from Tiscali. Tiscali then submits this request to its partner domain registrar. This organisation sets up the domain and confirms it with Tiscali. Tiscali then sends another email to you explaining:

That the domain name has been set up successfully with the Tiscali Business Broadband account
That your web space is now activated
How to activate the other attributes of your hosting package

5.10 How do I activate my hosting package?
As detailed above, you will receive an email confirming that your chosen domain name is active with your Tiscali Business Broadband account. At the same time as despatching this email, Tiscali automatically activates your web space.

5.11 What equipment do I need to be compatible with a Business Broadband connection?

PC
Pentium 200Mhz
32 MB RAM
Four speed CD-Rom player (for Modem Only)
Video card/display 800 x 600, 256 colours
150Mb free on your computers hard drive (for Modem Only)
Windows 98, 98SE, ME, 2000 Professional or XP. Macs are compatible with Broadband but are not supported by Tiscali.
A USB port that can supply a 500 ma (a rectangular port/ plug approximately 12mm wide x 4 mm high that allows you to plug in peripheral devices such as modems, printers, MP3 players, webcam etc.)
An Ethernet RJ45 Port (for Router Only)

NOTE: Tiscali Business Broadband is subject to availability and line checks as mentioned in section 5.3

5.12 What is the procedure if I want to move my Broadband service from one premises to another?
If you are moving your Business Broadband service to another phone number or address you can call us on 0870 740 0801 with your new details and we will arrange for your transfer of service.

Please note that if you are moving to a property where you will have a new phone number, the process of transferring the service will take up to 10 working days. However, if you are keeping your existing phone number, the process of transferring the Broadband service will take up to 20 working days. A £50 (ex VAT) moving fee applies for moving the service from one premise to another. This is to cover the costs of the re-connection fee incurred by Tiscali from BT.

6 TISCALI BUSINESS BROADBAND HOSTING PACKAGE

6.1 How much web space is available with Tiscali Business Broadband?
The space allocation per product is as follows: Product Name Web space (MB) Business 500 100 Business 1000 100 Business 2000 100

6.2 What kind of servers will my website be hosted on?
Your Tiscali Webspace is hosted on servers running Linux O/S.

6.3 Can I use CGI with my Tiscali Business Broadband Hosting Account?
No the service is not available; we do however allow PHP which provides equivalent functionality.

6.4 What is PHP?
PHP Version 4 is an HTML-embedded scripting language, which allows web developers to write dynamically generated pages. You will need to activate PHP on your Tiscali Business Broadband hosting package (see section 6.7)

6.5 Can I use PHP with my Tiscali Business Broadband hosting account?
Yes. Your hosting account is compatible with PHP 4 - allowing you to use PHP scripts and build a dynamic website. You will need to activate PHP on your Tiscali Business Broadband hosting package (see section 6.7)

6.6 Is there PHP scripting technical support?
PHP is fully compatible with the Tiscali Business Broadband hosting package but Tiscali does not offer technical support on PHP scripts and applications. You will need to activate PHP on your Tiscali Business Broadband hosting package (see section 6.7)

6.7 How do I activate PHP?
Go to the 'My Account' area on the http://www.tiscali-business.co.uk/broadband website [see section 9 below] click on the 'activate php' link and follow the simple on screen instructions.

You will need your FTP Username and Password to login.

Please go to http://www.php.net/ to find more information about PHP.

6.8 What are FrontPage extensions?
FrontPage extensions are Microsoft server-side applications that allow web developers who have built their sites in MS FrontPage to incorporate pre-packaged dynamic functions like full-text web site searching or adding a hit counter.

6.9 Can I use MS FrontPage extensions with my Tiscali Business Broadband hosting package?
Yes, Tiscali Business Broadband allows sites built in FrontPage and supports FrontPage extensions.

Please note if FrontPage extensions are enabled then FrontPage must be used to create and maintain the website, i.e. direct FTP access is disabled. This allows your FrontPage tools to correctly track changes to the website files.

6.10 I need to deploy a database facility to drive my website. Can I do this with Tiscali Business Broadband?
Yes, Tiscali Business Broadband offers MySQL support.

6.11 What is MySQL?
MySQL is a popular open source database which allows web developers to either store information that can be retrieved to create dynamic web pages or alternatively to collect and store information from end users via their website.

6.12 How do I activate and manage MySQL with my Tiscali Business Broadband hosting package?
Go to the 'My Account' Area [see section 9 below] click on the 'setup mysql' link and follow the simple on screen instructions. http://www.tiscali-business.co.uk/broadband

You will need your FTP Username and Password to login.

Once your MySQL add-on feature is active, you will need to access the data base administration area at http://dbadmin-uk.eu.tiscali.it/ in order to manage your data.
You will need the below Username and Password to login: your MySQL Admin Username is your FTP Username, where ".", "-", "@" are replaced by "_" For example, if your FTP Username is john.cheese@dslpro-test.com your MySQL Admin Username is john_cheese_dslpro_test_com
Your MySQL Admin Password is your FTP Password
Please go to http://dev.mysql.com/doc/mysql/en/index.html for more information about MySQL.

6.13 How much disk space can I have with my database?
The amount of storage available for your database is dictated by the Webspace allocation, i.e. 100 Mbytes.

Please note, however, that the Webspace allocation you have covers both database storage and disc space used for your website. So if your website has 20Mbytes of storage space your database must be 80Mbytes or less.

6.14 How can I track usage on my website?
There is a web tracking tool included with your Tiscali Business Broadband package which allows you to monitor traffic on your website. Simply FTP to your site and check the logs in your Stats directory. Your web logs will be presented in an html file.

7. DOMAIN MANAGEMENT

7.1 Does Tiscali Business Broadband include a domain name?
Yes every Tiscali Business Broadband package includes a single domain name which you can register, or if you wish you can transfer your existing domain name.

7.2 How much does the domain registration cost?
Your domain name is included in the monthly subscription fee. There is no separate cost for the domain name.
7.3 What Top Level Domains (TLDs) can I register with Tiscali Business Broadband?
With Tiscali Business Broadband you can register the following TLDs:

.co.uk
.com
.net
.org.uk
.org

7.4 How do I register a domain name?
Registration is phased [see 5.2 above]. Once your DSL line is enabled you will receive an email detailing a URL from where you can search for and register the domain you require.

7.5 How long does it take to register a domain name?
As long as the domain is available, it normally takes around 5 days to fully register the domain.

7.6 How do I renew my domain name?
Tiscali will renew your domain name automatically for the duration of your Tiscali Business Broadband contract.

7.7 I already have a domain name but I want to take Tiscali Business Broadband. Can I transfer my domain name?
Yes - you can transfer any existing domain name (as long as it is in one of the TLDs supported). [See 7.3 above]

7.8 How do I transfer an existing domain name?
Registration is phased [see 5.2 above]. Once your Tiscali Business Broadband line is enabled you will receive an email detailing a URL from where you can request a domain name transfer. Please note that the transfer process is slightly different depending on the TLD (Top Level Domain - see 7.3 above) you choose.

7.9 Transferring a .co.uk or .org.uk domain name
a) If you are already using a .co.uk or .org.uk domain name and wish to transfer this to your Tiscali Business Broadband hosting package, you need to:
b) Contact your domain registrar
c) Request them to assign the tag ASCIO to your domain name
d) Request confirmation from your domain registrars once this has been done
e) Once you have received this, go online to the URL written in the email you received from Tiscali after your Tiscali Business Broadband line has been enabled, and enter the domain name that you wish us to transfer.
We will send you another email as soon as your chosen domain name is transferred.

7.10 Transferring a .com or .net domain name
Once your Tiscali Business Broadband line is enabled you will receive an email detailing a URL from where you can request a .com or a .net domain transfer We will send you another email as soon as your chosen domain name is transferred.

7.11 Transferring a .org domain name
If you are already using an .org domain name and wish to transfer this to your Tiscali Business Broadband hosting package, you need to:
a) Contact your domain registrar
b) Check whether you need an authorisation code to transfer your domain name. If you require an authorisation code go to (c). If not go to (e)
c) Ask your registrar to issue you with an authorisation code
d) Please email this authorisation code to tbbprovs@uk.tiscali.com with your domain name in the subject line and the authorisation code in the body of the mail
e) Go online to the URL written in the email you received from Tiscali after your Tiscali Business Broadband line has been enabled, and enter the domain name that you wish us to transfer.
We will send you another email as soon as your chosen domain name is transferred.

7.12 Can Tiscali Perform Any DNS Pointing Service?
No we don't offer this service.

8. EMAIL

For general help on how to use a mail client with your tiscali.co.uk email settings or tips to avoid Spam please see http://www.tiscali.co.uk/help/email/. For general help on how to use a mail client with your domain email addresses please call 0870 740 0801.

8.1 How many email addresses do I get with my Tiscali Business Broadband account?
You can create up to 20 email addresses with Anti-Spam and Anti-Virus under your Tiscali Business Broadband hosting package.

8.2 How much storage space is allocated per email box?
Each Tiscali Business Broadband email box is allocated 50Mb of storage.

8.3 Why do I get tiscali.co.uk email addresses as well as email addresses in my own domain?
The registration process requires the Tiscali Business Broadband line to be enabled before your domain is registered [see 5.2 above]. To be able to set up and communicate with you before you have registered/transferred your own domain, Tiscali allocates a tiscali.co.uk email address. These are used for initial communication and also to enable you to access the web and email.

The tiscali.co.uk email addresses also allow you to access tiscali.co.uk services (such as video conferencing and fax-to-email).

8.4 Do I lose my tiscali.co.uk addresses when I set up my own domain email addresses?
No. You maintain your tiscali.co.uk address for the duration of your contract with Tiscali.

8.5 How do I create email addresses in my own domain?
Once the domain name you have requested has been successfully set up with your Tiscali Business Broadband account you will receive an email from Tiscali that confirms that your domain is operational. You can then go online to: http://www.tiscali-business.co.uk/broadband and click into the 'My Account' Area. From this area there is a simple link that will allow you to set up email addresses in your own domain. (See section 9.16)

8.6 Why is there already an email address set up - admin@mydomain?
When creating your Tiscali Business Broadband account, Tiscali automatically sets up a single email account in the format: admin@yourdomain.tld

Tiscali uses this account to communicate with you about important matters regarding your account (e.g. domain renewal etc.). This account is also important because it is your PRIMARY Tiscali Business Broadband account. You will need to use it to log in when adding additional features to your Tiscali Business Broadband package (enabling PHP or MS FrontPage extensions for example)

8.7 Does the admin@mydomain email address count against my allocation of email addresses?
No. You will get your full allocation of email address PLUS the admin address

8.8 Can I get access to my Tiscali Business Broadband email accounts via web mail?
Yes, with Tiscali Business Broadband there is a fully featured web mail interface to every email account.

8.9 How do I access my web mail?
Simply launch a web browser and type in: http://webmail.yourdomain.tld

(Where your domain is the name of the domain you have chosen and TLD is the type of domain you have e.g. http://webmail.myfamily.co.uk)

Please note that there is no www in this address.

Alternatively go to the My Account area and click on the 'Webmail' tab and log in using the email address and password for the email account you want to access.

8.10 Is there Anti-Virus protection?
Tiscali offers Anti-Virus email filtering with Tiscali Business Broadband. Please note that the Anti-Virus email filtering is applicable to the mailboxes set up in YOUR domain (that is not for the tiscali.co.uk address allocated).

8.11 Do I have to set up Anti-Virus filtering for each mailbox?
Anti-Virus filtering is set up for your domain name automatically.

8.12 Can I set up Anti-Virus filtering for my tiscali.co.uk account?
Yes - this can be done but is NOT included in the price of Tiscali Business Broadband. Tiscali accounts are charged per mailbox for anti-virus protection. For further details go to: http://www.tiscali.co.uk/technology/securemail/

8.13 I already have an Anti-Virus tool. Can I use Tiscali's Anti-Virus filtering?
Tiscali Secure Mail Anti-Virus protection acts in addition to the Anti-Virus tool you already have installed on your PC. Desktop Anti-Virus software does not always check the attachments of incoming messages thoroughly. A further filter is suggested in order to increase the probability of finding and deleting dangerous files.

8.14 How does the Anti-Virus filtering work?
The Anti-Virus detection and filtration software acts server-side, reducing considerably the risk of virus attacks on the your PC. It analyses incoming mail so that you don't risk opening infected messages. Only once they are checked and, if necessary, cleaned, are they sent to your mailbox.

8.15 Who provides the Anti-Virus Email Filtering?
Tiscali Secure Mail Anti-Spam and Anti-Virus are powered by Symantec and uses filters by Brightmail Logistics and BLOC to identify, address, clean and deliver messages.

8.16 Is there Spam filtering?
Yes, your Tiscali Business Broadband account offers a comprehensive Spam filtering service in tandem with the Anti-Virus protection. It is offered as a part of the bundle with all Tiscali Business Broadband accounts.

8.17 Do I have to set up Spam filtering for each mailbox?
Spam filtering for Tiscali Business Broadband is set up for your DOMAIN automatically.

8.18 Can I activate Spam filtering on my tiscali.co.uk accounts?
Yes - this can be done but is NOT included in the price of Tiscali Business Broadband. Tiscali accounts are charged per mailbox for Spam filters. For further details go to: http://www.tiscali.co.uk/technology/securemail/

8.19 How do I use the Spam filtering service?
Login to your Web Mail account, then click on "preferences" then "Secure Mail". You will automatically default to "low" protection. You will notice a new Spam folder when you log into Web Mail (this will not appear if you are using POP3 mail) - if "medium" protection is chosen, all filtered mail will be sent here.

8.20 Do I have to manually delete all the Spam that comes into my Spam filter folder?
Spam will count towards the capacity of your mailbox. The Spam folder will automatically be purged of its contents every 14 days, but we would recommend periodically checking the contents of the Spam folder and emptying it as necessary.

8.21 I use POP3 to collect my email. Can I still use the Spam filters with Tiscali Business Broadband?
If you use POP3 to collect your mail you can still benefit from the Spam filtering protection. However, if you are using POP3 you will not be able to see the newly created folder into which Spam is filtered [see 8.23 above]. We therefore recommend that you periodically login to your web mail to check the contents of the Spam folder and ensure that no legitimate mails are being missed and to delete unwanted messages.

8.22 Do Tiscali offer a mail forwarding service either to or from the domain email addresses?
No this service is not available.

9. MY ACCOUNT

9.1 What can I do online in the My Account area?
You can manage your account through a web based online interface (sometimes also referred to as "Existing Users" area, "Self Care" or "eCare")

Within this area you can:
Account
Check your account status
Billing
View Your Bill
View/Amend Payment details/methods

Email
Add Tiscali Business Broadband email accounts
View all Tiscali Business Broadband email accounts
Change Tiscali Business Broadband email passwords

Hosting
View Webspace configuration
Change FTP passwords
Activate PHP4
Set up MySQL database access
Enable MS FrontPage extensions
Other Functions
View, update contact details
Change access passwords

9.2 How do I log in to the My Account area?
You need to go to: http://www.tiscali-business.co.uk/broadband. Click on MY ACCOUNT, and log in using your Tiscali Customer Account Code (alpha-numerical) and Customer Password (numerical).

9.3 What is the Customer Account Code?
The Customer Code and Password are the single, unique key to all your Tiscali Business Broadband services and products.

9.4 Where can I find my Customer Code and password?
These are generated on registration. They are communicated to new customers on the final online screen of Tiscali Business Broadband registration and are included in all subsequent emails despatched during the provisioning process.

9.5 What does the Customer Code and Password look like?
An example combination is given here:
Customer Code: UI66YLRN72
Customer Code Password: 6590340860
The Customer account code is an alphanumeric string starting with the letters UI. It only contains letters and numbers (A-Z 0-9). The Customer Account Password (if you have not changed it) is also a randomly generated 10 character numeric string. It only contains numbers (0-9). The customer code and customer code password combination are required for access to the whole My Account suite.

9.6 I have forgotten my Customer Code/Password. What should I do?
If you forget either your customer code or customer code password, you can get them resent by email from the entry page of the My Account area.

You will be asked to enter your email username and password. If these are correctly authenticated an email containing the correct details is despatched to your email box. [NB: if you have multiple accounts set up, the email will be sent to the first account you opened - not necessarily to the one for which you are querying the customer code and password. Typically it will be sent to your tiscali.co.uk address]

If the details supplied fail to authenticate, you will be prompted to call the call centre.

9.7 Can I change my Customer Code and Customer Code Password?
The customer code itself cannot be changed. However, the password for the customer code can be changed in My Account.

You need to:
(i) Navigate to the relevant page
(ii) Enter your current customer code password (for authentication)
(iii) Enter the preferred new password
(iv) Enter the new password again

A confirmation screen appears to inform you that your customer code password has been successfully changed.

9.8 What Personal Details can I change online?
From the main menu option in the My Account area you have the opportunity to change a great deal of the information you entered on initial registration. The information that can be changed from this area includes:

All address fields
Contact phone number
Daytime phone number
Contact email address
Contact fax number

9.9 What do I have to do to change personal details?
To change any or all of these details you have to:
(i) Enter the My Account area by entering your Customer Code and password
(ii) Choose the Personal Details menu option
(iii) You are presented with a page containing all of the details you completed on registration.
(iv) Click on the EDIT DETAILS button
(v) You can update any of the fields you now see
(vi) Once you have made the changes required you need to click on the "MAKE CHANGES" button

9.10 What Billing Account Information can I change online?
The Billing Account Information in the My Account area allows you to change your billing information - the credit card you want to be billed from or to change your payment method - i.e. you can switch from credit card to direct debit payments by filling out an online direct debit mandate.

9.11 How do I change my Billing Account Information online?
You can view the current credit card details you are using to pay for your Tiscali Business Broadband account. Should you wish to change this card for another one you can do so in the My Account area. You have to:
(i) Login to the My Account area by entering your Customer Code and password
(ii) Choose the Billing Information menu option
(iii) Click on the "Your Payment Information" link

If you want to change the credit card you are using for payment
(iv) Click on the "EDIT DETAILS" button
(v) You can update any of the fields you now see
(vi) Once you have made the changes required you need to click on the "MAKE CHANGES" button.

If you want to set up a direct debit
(vii) Click on the "SWITCH TO DIRECT DEBIT" button
(viii) Fill in the direct debit mandate form
(ix) Click on the "SAVE CHANGES" button

9.12 Can I view my bill online?
The other core functionality offered to you through the My Account Information is the ability to view your online bill.

9.13 How do I view my online bill?
To see your online bill you have to:
(i) Login to the My Account area by entering your Customer Code and password
(ii) Choose the Billing Information menu option
(iii) Click on the "VIEW MY BILL" button
(iv) Click on the bill you wish to view from the list displayed

9.14 What do I need to view my online bill?
The bill will only be available in .pdf format. You will, therefore, have to have Adobe Acrobat Reader installed on your PC. If you do not have the software already on your machine it can be downloaded either from a link within the View My Bill area or www.adobe.com

9.15 If I want to change my billing details (e.g. the credit card from which payments are taken, billing address details etc.) how many days before the end of the billing cycle do these changes need to be made to ensure they take effect for that billing cycle?
Billing cycles start on around the 8th day of the month. In order to be absolutely sure that a change will take effect in time for the next billing cycle, you need to ensure that all changes you make happen at least 5 days before the end of the billing period.

(If you are trying to change the payment method and set up a direct debit then this period needs to be at least 10 days. This change of payment can only be done via the call centre)

9.16 How do I add additional email boxes?
(i) Login to the My Account area by entering your Customer Code and password
(ii) Click on the Add Email Accounts link
(iii) Enter your admin@yourdomain address and password [see 8.8 above]
(iv) Enter the new email address and password you wish to set up
(v) Confirm the password
(vi) Click on the NEXT button to confirm

10. CONTRACT TERMS & CONDITIONS
10.1 What are the contract terms for Tiscali Business broadband?
The Terms & Conditions governing the service are available on the Tiscali Business Broadband web site at: http://www.tiscali-business.co.uk/dslpro_tandc.html

10.2 What is the minimum contract period?
The minimum contract period is 12 months.

10.3 What happens at the end of 12 months?
At the end of the first 12-month period, your Tiscali Business Broadband contract will be automatically renewed (as will your domain registration) unless you specifically requests termination.

10.4 What happens if I want to terminate my account in the first 12 months?
You will be required to pay up your contract in full if you require early termination of your contract.

10.5 What happens if I want to terminate my account after the 12-month period has expired?
You are required to give 1 month notice of termination after the first 12-month period has expired.

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