FAQs

What is the contract period?

Most IDNet services can be supplied on a one month contract period basis, some packages have a longer contract at a discounted price. Mobile data services are currently subject to a 12 month contract and Centrex VoIP services are subject to a 24 month contract.

What payment methods does IDNet accept?

• Direct Debit
• Standing order
• Credit/Debit card *
• Cheque.

Payments can be set up in monthly intervals.

* Unless your card is limited to offline transactions only.

All orders carry a minimum lead time of 10 working days.

If your service is migrating from another supplier, no access to the property is usually required. In some cases an engineer visit will be needed, usually when migrating from a copper based service to FTTP. We will confirm an engineer appointment in advance of the installation date.

If you have ordered a new line installation an engineer will need access to the property on the day, you will be advised of the date to expect the engineer in advance of the visit.

Where an engineer visit is required, access to the property will be needed.

Due to regulatory changes we can no longer accept orders over the phone. You are welcome to discuss your requirements over the phone and then submit an order via our website.

All new provision orders incur an activation fee which varies according to service taken and length of contract. The exact charge will be shown when you place an order and our standard charges are shown on our broadband price list.

IDNet does not traffic manage across our network.

Bandwidth allowance is counted against downloads only on fixed line broadband services. For mobile services both downloads and uploads count towards your allowance.

Our suppliers no longer specify the maximum contention ratio for broadband services so we are unable to confirm them to our customers.

We can provide optional Traffic Priority on some lines to minimise any contention and also offer EtherPro Lease Line services for the best possible connection.

Yes, you should confirm with the provider that the email account will remain accessible if you change your Internet Service Provider. Once you have migrated to IDNet you may need to change the outgoing mail server setting in your mail client to smtp.idnet.com and add your 3rd party address in the customer portal.

You will need an appropriate router for the service you are taking.

• ADSL/ADSL2+ services will require an ADSL/ADSL2+ modem/router
• FTTC/SOGEA will require an approved VDSL capable modem/router
• FTTP, EtherWifi and gFast (Engineer Install) will require a router which can establish a PPPoE connection over a WAN port.
• FTTH will require a router which can establish a PPPoE connection over a WAN port and set the vlan to 911
• EtherPro Leased Line will require a high quality business router
• Mobile services will require a LTE (4G/5G) capable router.

IDNet can sell you a preconfigured router that will handle any of the services that we provide.

Modems and routers purchased from IDNet will come pre-configured and ready for your use, should you wish to make any changes to the set up you are welcome to contact the Support Team by phone on 0800 331 7000 or by email at support@idnet.com who will be happy to help.

If you purchased your modem/router elsewhere you may need to refer to the manufacturer.

Hardware is usually delivered via courier on a Next working day basis. Please note IDNet will endeavour to have your hardware delivered to you prior to the activation of your broadband however we cannot be held liable in the event of a late delivery due to courier failures.

Please contact the Support Team by phone on 0800 331 7000 or by email at support@idnet.com before returning any hardware. Any hardware received without prior discussion will be immediately returned to you.

We will provide a temporary test device for you to use, once received, please send the faulty device to us at the address below, remembering to place a note in the box with your name, contact number and address and a brief description of the fault so that we can process the return efficiently.

If the device is reported faulty, the support team will test the device and if found to be at fault, the device will be replaced under the terms of the 1 year warranty, if no fault is found, the device will be returned to you.

Hardware should be returned to:

IDNet
Bridge House
30A Bridge Street
Hitchin
Herts
SG5 2DF

• Support via phone is available 24/7 however some queries may only be able to be handled during our core office hours of 8am – 6.00pm Monday to Friday
• Support via email is available at support@idnet.com responses are handled during our core office hours of 8am – 6.00pm Monday to Friday

You can find help on troubleshooting various types of connection problems via our Technical Support pages. If you still require assistance please contact the Support Team via phone or where possible email support@idnet.com.

SFI: Special Faults Investigation is an Openreach service for fixing broadband faults. If an engineer attends your property to investigate a fault reported on your line, he will test from the engineers test socket to ensure the line is working within specification. If line tests reveal a fault, the engineer will resolve this and no charge will be applied for the visit.

If the engineer tests the line and finds there to be no fault and the line is operating within specification, no further action will be taken and a charge will be applied for the visit. Engineer charges are dependent on the type of service you have:

• ADSL - £140 +VAT
• FTTC/FTTP/gFast - £165 +VAT

If an engineer attends the exchange and identifies a fault he/she may not attend the premises and no charge will be applied.

If you no longer need your appointment it must be cancelled by 3pm the business day before the scheduled appointment. Any cancellations after this time may incur a late cancellation charge of £85 +VAT which is raised by BT and passed on to you at cost. If an appointment has been arranged and the engineer is unable to gain access during the appointed timeslot, the fault is placed on hold as 'no access' and a charge of £85 +VAT is applied by Openreach and passed on to you at cost.

The guidance the Support Team offer prior to booking an appointment is based on thorough investigation of your fault and aimed at significantly reducing the risk of said possible charges. Furthermore, Written acceptance of possible charges will be required before an SFI appointment will be arranged. If you have a 'no connection' fault and have no other access to the Internet to send an email accepting the charges verbal agreement will be accepted and considered binding.

If a Customer is concerned about their internal wiring or equipment and wishes to have the engineer carry out Internal Wiring and Internal Equipment Modules this can be arranged upon request and acceptance of relevant charges.

You can update your details via the Customer Account Portal or email the Support Team (support@idnet.com) the details you need changing with your name and line number and we will make the necessary changes for you.

You can update your billing details via the Customer Account are found here: https://portal.idnet.net/

Payments can fail for various reasons such as insufficient funds, expired card or Direct Debit mandate being cancelled. Please contact the Support Team during our core office hours (8am – 6.00pm Monday to Friday) for assistance by phone on 0800 331 7000 or by email at support@idnet.com.

Currently you cannot transfer a fixed broadband from one premises to another, if you are within a contract period (i.e. gFast) you will be charged an early termination fee. Mobile broadband services can be used at your new addresss if there is suitable mobile network coverage.

We can place a provision order for both broadband (and phone if required) at your new premises but require at least 10 working days notice. Alternatively, we may be able to start a 'stopped' line once you have moved in to your new premises and then activate broadband 10 working days later but cannot state whether this option is available until you have moved to your new property. The cost will depend on service taken and contract length.

Please make complaints in writing via email to contactus@idnet.com or via post to;

Customer Services
IDNet
Bridge House
30A Bridge Street
Hitchin
Herts
SG5 2DF

We will endeavour to reply within 2 working days of receipt of a complaint.

Please send an email to support@idnet.com detailing your User name, Line number the broadband is installed on, Address and the date you would like the service ceased we will then make the necessary arrangements for you.

Alternatively if you do not have access to email please write to us at Customer Services, IDNet Studio, 30a Bridge Street, Hitchin, Herts, SG5 2DF

We can provide simultaneous provision of Phone and ADSL for a cost of £100 +VAT. This type of order is 2 sided and allows for broadband and phone order to be placed at the same time.

This type of order is 2 sided and allows for broadband and phone order to be placed at the same time. This type of order can only be placed where there are no options for SoGEA or FTTP services at the property.

This order type does not come with an SLA so in the event that the order fails for whatever reason, a standard broadband provision order will be submitted once the phone line installation has been completed and the number is listed in the BT database. The broadband order has a minimum lead time of 10 working days.