Data FAQs

ADSL/FTTC

ADSL

Type - PPPoA

Modulation - Auto

Encapsulation - VCMux

VP/VCI - 0/38

Username - As provided

Password - As provided

IP address - Auto

FTTC (with Openreach modem)

Type - PPPoE

Username - As provided

Password - As provided

IP address - Auto

Restart Router, if no effect replace DSL filter and cable. If using wireless connectivity features, ensure that connectivity has been tested by connecting directly to the router with an RJ45 (Ethernet) cable (where practical) before reporting to HighNet Support. Any external network faults may require the arrangement of an engineer visit to site.

Restart Router, if no effect replace DSL filter and cable. If using wireless connectivity features, ensure that connectivity has been tested by connecting directly to the router with an RJ45 (Ethernet) cable (where practical). If issues persist, ensure that no other devices are connected (either wired or wireless) and run at least 2 tests at a suitable speed testing website (eg www.speedtest.net) before reporting to HighNet Support. Any external network faults may require the arrangement of an engineer visit to site.

Restart Openreach modem and router, if using wireless connectivity features please ensure to test with an RJ45 (ethernet) cable connected directly to the Router. If this does not resolve the issue, please contact HighNet Support. You may be asked to change the cable between the modem and the wall socket or carry out further testing with a windows based computer connected directly to the modem depending on the technician’s investigations.

Restart Router, if no effect replace Ethernet cable. If using wireless connectivity features, ensure that connectivity has been tested by connecting directly to the router with an RJ45 (Ethernet) cable (where practical). If issues persist, ensure that no other devices are connected (either wired or wireless) and run at least 2 tests at a suitable speed testing website (eg www.speedtest.net) before reporting to HighNet Support. Any external network faults may require the arrangement of an engineer visit to site.

EFM/Ethernet

The fastest path to resolution is to report any anomalous behaviour to HighNet as soon as possible. In cases where the service is working but appears to be abnormally slow or intermittent, the following information will prove useful in diagnosing the root cause and may allow for a quick or immediate response.

Reboot the NTE, often a device directly connected to the router

Reboot router

Allow up to 5 minutes for the service to re-establish

On a device connected directly to the router with an ethernet cable

Open a Command prompt (cmd)

Run the following for approx. 5 minutes: ping –t 8.8.8.8

Break with control and C, copy and paste the final output and send to support@highnet.com

(If the command immediately returns a repeating entry of ‘Request Timed Out’ (for at least 10 lines) there is no need to continue and the issue should be reported immediately)

This can aid technicians in ascertaining the correct steps to take towards diagnosing a problem.

Some connectivity issues can require the intervention of engineers either on site or to attend external cabling problems and may not be possible to resolve quickly. While every effort is made to resolve problems on these services as quickly as possible, some faults can require specialist engineering rescources or may have two or more points of failure which must be diagnosed in turn.

Speed issues on EFM or Ethernet circuits can have different causes ranging from external cabling faults and external configuration to hardware problems on site and LAN connectivity. In some rare cases, speed problems can also occur due to network issues on the internet backbone. Internet based speed tests can be useful to provide an indication of a lines performance but are not considered 100% reliable for these types of service. The best evidence to initially provide is when an actual throughput test has been conducted from another site with a known level of performance. HighNet Support technicians can also provide in depth testing and support although these can take some time and will most likely involve downtime for accurate results. These can be planned to suit the needs of an end user and are arranged on a case by case basis.

GENERAL

HighNet offer a SMTP relay service with the following details:

  • Service Type : POP3
  • Outgoing Mail Server (SMTP) : mail.absolute.highnet.com
  • Username/Password: Please contact our HighNet Support Team on 0808 450 4502 (Option 1) to have an account created
  • Default Outgoing Port Number : 25
  • Alternative Outgoing Port Number : 2500
  • Alternative Outgoing Port Number : 587

If using Microsoft Outlook, we highly recommend enabling STARTTLS (recommended) or TLS on your mail client. No port changes are required by your mail client for this facility to function. This will ensure your password is sent in an encrypted form when connecting with our mail servers. We STRONGLY advise you enable this security feature in your mail client..

Please email our Support Team with the IP address and the hostname you’re wanting to create a reverse DNS against.

All IP address details are included in the handover information which is passed onto you when your circuit goes live. However a quick google search of ‘What’s my IP address’ will return your address.

Our Support Team will have all your details handy so please contact them.

We can supply you with a top of the range managed router - Zyxel 3300 which we can configure and manage for you. Please contact our Support Team for more information.

All DSL services have a data transfer allowance of 150GB. All FTTC (VDSL) has a cap of 200GB where it’s premium package has 500GB. Higher end products which include EFTC, EFM and Ethernet have no usage cap or limitations of any kind. For further information please see our Usage Policy Document.

Please email our Support Team who can provide you with a report on how much data you’ve used which will also detail your traffic hotspots!

1. Send and receive a total of 100,000 emails. 2. View over 100,000 standard web pages. 3. Transfer over 10,000 1MB files. 4. Make 80,000 minutes worth of IP Voice calls.

Type your telephone number or post code into the following link http://www.dslchecker.bt.com/ (This is a legitimate BT site). Please note: Searching with your telephone number is more accurate.