FAQ

Can Mediasat3 transfer my line?
We can transfer lines only where the underlying provider is BT. Please note that this may include lines provided by Bulldog, VirginMedia, TalkTalk and other providers in addition to BT.
We cannot transfer cable phone lines operators such as Telewest and VirginMedia. To find out if you have a line that can be transferred dial 17070 from your phone. If it is a BT line you will hear your number read back to you.

Mediasat3 install new phone lines?
Yes, we can install new phone lines. Simply contact us for further information.

Are Mediasat3 line services as good as BT?
We buy your line services on a wholesale basis from BT Openreach and have the same level of access to systems and support from BT Openreach as BT Retail. By understanding your needs and exceeding your expectations we aim to provide better customer service than BT Retail. As we have direct access to BT's systems we can allocate numbers, book installations, conduct site surveys and divert calls at the touch of a button giving you all the control you need.

How can you provide cheaper line rental than BT?
We buy your line services from BT Openreach on a wholesale basis and by being efficient; we can pass on the savings to you. This way, you can save up to 20% on business analogue line rental and 15% on ISDN2 and ISDN30 line rental compared to BT.

Does Mediasat3 provide digital and ISDN lines?
Yes, Mediasat3 does provide digital and ISDN lines.

What line maintenance options do you provide?
There are 3 different levels of line maintenance care available:
Level 1 - Cover for weekdays excluding Bank Holidays, 8.30am to 5.30pm.
Level 2 - Cover for Monday to Saturday, excluding Bank Holidays, 8.30am to 5.30pm.
Level 3 - Cover 24 hours a day, 365 days a year, Guaranteed 4 hour response time by a customer services representative. Once you call Mediasat3 we register the fault with BT Openreach who then investigate. Should the fault require an engineer's visit, a BT engineer will visit your site.
Please note that if a fault is not as a result of a BT defect the visit and associated work will be chargeable. These terms are consistent with BT Retail.

How will I be charged?
We bill monthly on a calendar month basis and collect amounts owed on the 14th day of the following month by direct debit.
Calls are billed in arrears and line rental is billed in advance. For the first month of line service we will bill pro rata from the date of go-live to the end of the month and the next month in advance.

How long does it take to go-live?
There is an industry standard 2 week lead time for calls and line orders to go live.
If you order calls and line rental then both services will go live on the same date. If you have a PBX system you can programme your system for calls to go live immediately, please contact us for further details.

What happens to my Back-to-Base alarm system?
Back-to-base alarm systems often dial Premium Rate Numbers from your phone to report incidents to the company monitoring your system. Since, by default, Mediasat3 bars calls to Premium Rate Numbers, Back-to-Base systems may not work properly. The solution would be to remove Premium Rate Number call barring by logging into your control panel and selecting the relevant options.

What are the charges for an engineer fault visit?
If a visit is to fix a BT fault then there will be no charge. If the visit is to fix a fault which is not the responsibility of BT then the visit will be chargeable to you, the following rates apply; These are subject to change without notice.

Type of Repair
Call-outs to repair faults unless specifically mentioned below network, cabling, dropwire or underground feeds within a customers curtilage including the Network Terminating point

Per call out
Normal Working Day - £85 + VAT
All other times - £110 + VAT
Sundays/Bank Holidays - £130 + VAT

Per hour
Normal Working Day - £55 + VAT
All other times - £85 + VAT
Sundays/Bank Holidays - £100 + VAT

Minimum period charged 1 Hour
A visit charge will be applied if the line rental service was damaged by someone at the customer's premises, or due to theft, loss or removal of equipment or in the case of equipment owned by the customer or leased by the customer from a third party.
Items of equipment will be charged separately.

If I choose LLU for service who maintains the Line?
We will be the point of contact for all lines and calls transferred to us.
Should you choose LLU, you are moving a service from BT to our suppliers in the same exchange and we will use BT's copper to connect to you. If there is an issue we will resolve this using standard SLA's to fix the dervice.

If i move from LLU back to BT is there a charge?
Quite possibly, it depends if BT wants to charge you, essentially it is classed as a new line install therefore you may need to pay a connection charge.

Do I need a MAC code to move to LLU Broadband?
No, we will take over the line and you will receive a final bill from your current provider.

What Speeds can be achieved?
Up to 24Mb, however this all depends on line quality and distance from the exchange.