Can I use a slingbox/slingcatcher to watch my UK TV?
The system supports Slingbox. The quality is heavily dependent on the upload speed at the slingbox location. You need a good constant upload speed of at least 300Kbps to achieve a reasonable picture quality. Most connections in the UK do provide this upload, but if you live in a rural location or in a heavily used area, constant upload speeds may not be possible, causing the occasional picture freeze.
Can I stream video and TV like BBC I-player?
You cannot directly watch UK services via BBC i-player as our IP address is listed as outside the UK. Streaming video services will need to be buffered, because of the nature of wireless connections, as there is the occasional time-out in the signal. Normally, this does not effect any services, as the TCP/IP protocol is designed to overcome this. We do currently offer a free VPN service, but this is not guaranteed to work with every channel or be available at all times.
What is your License number and why do you need one?
We need two separate licenses to provide a public service. Firstly, we need to be authorised by the Electronic Communications & Postal Regulator in order to provide a service to the public. This is the authorisation that all ISP's have in order to provide the service. Without this license, we could not legally provide you with a service, as part of your subscription and installation charge is paid to the Licensing body in the same way as a TV license in the UK. Our authorisation number is 2/2008. Additionally, we have authorisations for our transmitters from the Department of Communications. Without this, we cannot provide a wireless service. As a licensed provider, we are responsible to the regulator and have to comply with the regulations. You as a customer, have a benefit, in that you have a legal redress if you are not happy for any reason and that you know that your provider is unlikely to disappear or be shut down.
How reliable is the service?
Our regulated target reliability is 96% uptime. Our main locations have exceeded 99% uptime in the last two years. However, we are reliant on other bodies such as electricity, which in more rural locations have been less reliable. Most nodes now can support power-out periods of around 8 hours.
I have a problem, what is the response time to my call?
We will respond with 4 working hours of a support ticket being raised. You can call us on 26821412 24/7, during working hours if you do not have internet access at the time, or http://www.holitecbroadband.eu/support to enter the ticket request without calling us. If our 1st line support cannot fix the problem, your request will be escalated to 2nd level support. We will usually respond within 30 minutes, but if our support staff are busy may take a little longer, but we will respond within 4 hours. If we do not, our ticket system will automatically remind us of your request. Outside of working hours, you can leave a message on the voicemail, we may not respond until the next working day.
I have a login screen, why is this?
A login screen can appear for a number of reasons. The router has failed to authenticate your MAC address because there is a delay in receiving a reply from the server (possibly due to a line failure), or your account has expired. You should not normally have to login unless you share a receiver unit with a neighbour. This can also occur after a power failure, or switching both the receiver and router on at the same time. It is better to first switch on the outdoor receiver, then after about 2 minutes switch on the router.