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| Questions relating to BT's managed install product withdrawal. |
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- What is being withdrawn?
- What does this mean for me?
- What product will I be moved to?
- Does this mean that my service will be affected?
- Will I lose my service during the change?
- Why have I received a letter from BT asking me to return my router/modem?
- Have I got to return my modem/router back to BT?
- Why do I need to send my modem/router back to BT?
- Will my modem/router keep its manufacturer warranty if I don't send it back?
- What if my modem isn't compatible with the new Max DSL product?
- I'm considering upgrading to Metronet Max DSL, what should I do?
- I'm considering migrating to another service provider. Will I be able to use my existing modem/router?
1. What is being withdrawn?
BT Wholesale is withdrawing their managed install products from the end of October 2006. These products will be replaced by
self-install products. The change will take place on 27/10/06, however we’re not able to say at exactly what time.
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2. What does this mean for me?
Because of the product withdrawal the broadband service your Metronet product is provided on will change.
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3. What product will I be moved to?
You will be moved to an equivalent IPStream Home or IPStream Office product.
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4. Does this mean that my service will be affected?
No. The product withdrawal will have no affect on your Metronet service, other than your router/modem will no longer be covered
by its manufacturer guarantee. See Question 9.
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5. Will I lose my service during the change?
There will be a short period of downtime whilst BT makes changes to the equipment in your local exchange. This should be no
longer than 30 minutes.
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6. Why have I received a letter from BT asking me to return my router/modem?
BT is obliged to write to customers asking them to return their old modem/router in a supplied jiffy bag. This is perfectly
normal.
The letter will say:
"Your Communications Provider should have contacted you recently about a change to your broadband service including advice
about the use of the BT provided equipment (i.e. the router and/or modem) which was provided for use with the service. If you no
longer require the BT provided equipment after the change in service please return it to BT using the pre-paid envelope
provided. If you have any queries regarding this letter or the impending change to your service please contact your
Communications Provider."
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7. Have I got to return my modem/router back to BT?
No, you won't be forced to do this, either by BT or Metronet. There is no charge or penalty if you don't want to return your
broadband equipment. It doesn't cost anything to post this back to BT using the jiffy bag they send you.
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8. Why do I need to send my modem/router back to BT?
This is because the product you are being moved to doesn't use this type of hardware.
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9. Will my modem/router keep its manufacturer warranty if I don't send it back?
BT will still support your managed install hardware up until 27/10/06. However, after this time you will lose the manufacturer warranty.
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10. What if my modem isn't compatible with the new Max DSL product?
If you find that your modem isn’t compatible you can either opt-out of our Max DSL upgrade campaign (see how to
opt-out), or buy a new Max DSL-compatible modem.
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11. I'm considering upgrading to Metronet Max DSL, what should I do?
You should think about changing your current broadband hardware for a modem/router which is Max DSL-compatible.
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12. I'm considering migrating to another service provider. Will I be able to use my existing modem/router?
Yes. Your modem/router isn't locked, so you’ll be able to use this with any other service provider.
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