Who should read this?

The following information is based on material which has been reproduced with kind permission from Oftel. The unaltered text may be found at www.oftel.gov.uk/publications/consumer/consguides/int0902.htm

Who should read this?

• You’ve heard about the Internet, or used it at work, the library or a friend’s house, and think you might like to be on the Internet at home for entertainment, information, shopping, education or work.
• You’re not sure how to get Internet access at home and what hardware and software you’ll need.
• You’d like some basic advice about what to look for to get the best deal and what to consider when shopping around for a service provider.

This content is a simple guide to buying the best service for your needs. It also gives contact details for other useful organisations and sources of information. The content is mainly about Internet access using a personal computer (PC). But it also mentions different options such as mobile Internet access.

This page answers the following questions:

Internet Basics

• What do I need to access the Internet from home?
  
• What should I consider when choosing an Internet service provider and Internet package?
  
• How do I pay?
  
• Do I need a second line?
  
• What is broadband
  
• What if I have a complaint about my ISP?
  
• I am unable to contact my ISP
  
• Can I change my Internet service provider or Internet package if I’m not happy?
  

Other questions about the Internet

• How can I make sure my children are safe online?
  
• What can I do if I find illegal material on the Internet?
  
• How can I avoid receiving unsolicited e-mails?
  
• Where can I find advice about premium rate services on the Internet?
  
• How can I keep my computer free from viruses and secure?
  
• Where can I find advice about shopping online?
  
• Where can I get advice for small businesses?
  
• How can I find out more?
  

				What do I need to access the Internet from home?

You need a personal computer or another Internet-ready device.

Most people use a personal computer (PC) that has Internet-browser software (e.g. Internet Explorer or Netscape Navigator) and a modem. Most new PCs are ‘Internet-ready’ but you may need to check older PCs – read your PC’s handbook or ask a computer dealer.

A PC should give access to the whole of the Internet and the vast majority of web sites are designed for access using PCs. But other methods are available too:

• mobile phones give access to mainly text-based Internet services, including e-mail;
• some palmtop computers give access to various levels of Internet services; and
• some of the new games consoles, Internet TVs and digital television boxes also allow the user to access web sites and interactive services, though not all offer access to the whole of the Internet.

You need access to the network, e.g. by telephone or cable. For most home users, this will be via a fixed phone line in the home. This can be the existing phone line into your home but it could be a new line from a different service provider. Access to the Internet is also possible over other networks such as mobile, satellite and fixed wireless. Internet service providers (ISP's) will be able to tell you what they can offer you and what you need to do first.

One question to consider is how fast you want your access to the Internet to be. You can choose from two main types of access:

• dial-up (also known as ‘narrowband’); and
• broadband (also known as ‘high speed’).

Both are generally available over your fixed telephone line, as well as the other methods mentioned above. However, broadband access for some homeowners may be limited – contact your telephone or cable company for information about availability in your area.

You need an Internet service provider.

In the same way that companies supply you with gas and electricity services, an ISP is a company that supplies you with access to the Internet. However, many ISP's also offer related services such as e-mail, web space and content.

Many ISP's will give you a CD-ROM that will download onto your PC all the information you need to get online.
In some cases, an ISP’s software will already be loaded on your PC – you will then see an icon on your screen enabling you to download the ISP’s services. But you don’t have to use that ISP’s services and it might be worth having a look at what others are offering rather than signing up straight away.

Note that your telephone or cable company may limit your choice of ISP. Any ISP will be able to tell you whether it can give you access.

				What should I consider when choosing an Internet service provider and Internet package?

The main things are:

• how much are you willing to pay to use the Internet?
• how long do you think you will spend online each month and at what time of day? For example, surfing during the day is often more expensive than in the evenings and at weekends. Is it worth paying a flat rate each month rather than paying per minute?
• do you want fast access to the Internet?
• do you mind if your phone line is tied up when you are using the Internet?
• what level of customer support does the ISP offer, and do you have to pay for it? This is particularly worth considering if you are new to the Internet and likely to need reliable advice and technical support.
• is there a minimum contract period that may prevent you switching to a different ISP if you are unhappy with the service?
• does the ISP offer other services, e.g. free e-mail addresses and free web space so that you can build your own web site?

				How do I pay?

Internet costs are usually on top of the normal cost of your phone line and phone calls. It is worth checking with your ISP how you will be charged as this can differ from package to package. In most cases, if part of your Internet charges are metered (see ‘Dial-up or narrowband’ below), the metered part will appear on your normal phone bill. You will pay flat rates and subscription charges direct to your ISP.

You can pay for Internet access in several ways. Choose a package that best suits your individual or household needs. This may depend on how often and for how long you access the Internet, and what you intend to use it for.

Dial-up or narrowband
Metered or ‘pay-as-you-go’

You pay per minute spent online – often based on the cost of a standard local call. These charges will appear on your normal phone bill from your telephone or cable company. Some ISP's charge a monthly subscription fee on top of this. Your ISP should set out clearly what charges apply and when. Worth considering if you use the Internet infrequently and when local call charges are low, e.g. at the weekend.

Unmetered off-peak

You pay a monthly subscription that includes free calls at certain times of the day – usually evenings and weekends. To access the Internet outside these times you pay per minute online. Worth considering if you use the Internet in the evening and at weekends.

Unmetered 24/7 (all the time or anytime)

You pay a monthly unmetered or ‘flat’ rate for access to the Internet at any time without any call charges. With no call fees to pay, you know what your monthly bill is going to be. Worth considering for heavier users – e.g. more than 4 hours per week. Work out how much you think you’d be paying with a metered package each month (number of total minutes per month x amount charged per minute) and see whether it would be worth your while paying a flat rate instead. Note that unmetered does not necessarily mean ‘always on’, and your ISP may limit the number of hours you can spend online in one day.

Broadband

Broadband tends to be more expensive than dial-up or narrowband, but check with the ISP. This means you pay a monthly unmetered or ‘flat’ rate to access the Internet at any time without any call charges. With no call fees to pay, you know what your monthly bill is going to be. However, there may be installation costs that are worth checking out before signing up. Worth considering for frequent users who want faster access to the Internet. Some countries charge based on bandwidth used.

				Do I need a second line?

If you choose a dial-up connection to the Internet, you may want to consider getting a second line installed in your home so you can use the Internet and telephone at the same time. If so, it is worth letting your telephone company know that you intend to use the second line for Internet access.

If you choose a broadband connection, there’s no need for a second line.

				What is broadband?

Broadband is different to standard dial-up Internet access in several ways:

• broadband offers faster access to the Internet (typically ten times faster than narrowband). This means that web pages will appear on your screen much more quickly;
  
• broadband services are ‘always on’ so there’s no need to dial up to the Internet or to log off and you can receive e-mails immediately;
  
• broadband access is unmetered. You pay a flat fee each month (or in some cases each year) and there are no call fees to pay; and
  
• broadband splits your telephone line into two channels. This means using the Internet doesn't’t tie up your existing phone line. So you can surf the Internet and talk on the phone at the same time without needing a second fixed line in your home.

There are different ways of accessing the Internet using a broadband connection. Most people use a connection that involves upgrading their existing telephone or cable line (known as an ADSL or cable modem connection). An engineer from your telephone company or ISP will fit new equipment in your home (in most cases just a small box) to speed up your existing phone line and give you faster access. Increasingly, you will have the option of installing the equipment yourself (known as ‘self-install’ or ‘plug and play’).

Broadband services are also available over new networks, for example satellite and fixed wireless. ISP's will be able to tell you what networks they can use and what equipment you need in each case. Broadband access may be limited – contact your telephone or cable company, or your ISP, for information about what’s available in your area.

				What it I have a complaint about my isp?

Is complaining really worth the effort?

In many instances trying to resolve a problem can take many hours of effort for relatively little reward (a monthly payment refund). You may well be best advised to simply vote with your feet and switch to a new ISP, but check your terms and conditions first.

However, with 12-month contracts becoming more common, particularly for broadband Internet subscribers, the need for a refund or for a complaint to be dealt with fairly is more important. We have therefore drafted the following notes to hopefully help you get to a satisfactory agreement with your ISP in the event of a dispute.

Complain to your ISP first

If you are unhappy with the service you are getting, your first contact should be your ISP. Here are a few guidelines that may help you:

• Always be polite - rudeness will get you nowhere
• Always read the small print - you may be surprised what you have actually agreed to when you joined. They may be legally entitled to introduce a cut-off period.
• Keep cheerful - a polite but assertive email is more likely to be taken seriously, than a nasty one.
• Take your complaint to the top if necessary - if you're getting nowhere with somebody from customer services, ask to speak to the manager or a supervisor.
• Use recorded delivery when posting a letter - this way you know they have received it. Always keep the proof of delivery.
• It is helpful to keep a proper record of your complaint, listing:
  • the date and time you spoke to your ISP;
  • who you spoke to; and
  • what they said or promised to do.

If, after this, you feel you have been dealt with poorly or in an unreasonable way, you can ask for your complaint to go to a higher level. Many companies have high-level teams to deal with customer complaints that cannot be sorted out at the first attempt.

Unable to contact your ISP?

If you have not been able to contact your ISP you could try to find out whom the domain is registered to. Carry out a WHOIS on the domain name. This may help you find alternative contact details.

Credit Card Payments

How have you paid your ISP? You may be able to stop the cheque or contact your credit card company/bank to refund the amount.

If you have paid by credit card and have received nothing at all from the ISP, then you may be in luck. For example, you sign-up to an ISP that provides you with a dialer and it doesn't arrive. As long as you don't cancel your registration you can get your credit card company to refund your account.

To qualify for a refund you must allow them 60 days for delivery. Then write to your credit card company explaining the situation and ask for a refund due to non-receipt of goods/services. They will then credit your account and investigate the matter with the ISP's bank. If their bank gets too many of these queries, they can also close the ISP's account.

Other help in the event of a dispute

We at Net 4 Nowt are unable to help you solve your dispute with your ISP, however if you are having problems then please let us know. If many others are experiencing the same problems we will mention it on our news page and try to contact the ISP in question to ask for an explanation.

Below you will find a list of links that may find useful. When you click on a link it will automatically open in a new window.

Australia Australian Telecommunications Users Group (ATUG) Telecommunications Industry Ombudsman

United Kingdom OFTEL BBC Watchdog Consumers Association Internet Service Providers Association TrustUK Advertising Standards Authority Office of Fair Trading Trading Standards Authority Court Service

United States of America Federal Communications Commission (FCC) National Telecommunications & Information Administration (NTIA)

				Can I change my ISP if i am not happy?

Yes – you can change from one ISP to another or ask your ISP to move you onto a different type of Internet package, e.g. from pay-as-you-go to unmetered. But check your ISP’s terms and conditions first. Your contract may tie you in for 12 months. It’s worth checking this before you sign up.

Also, before moving to a new ISP you may want to ask them whether you can use the same e-mail address, or if they can take over the provision of web space for your own web site.

				Other questions about the Internet

How can I make sure my children are safe online?

You may wish to consider purchasing web content filtering software such as Net Nanny. This helps reduce the likelihood of your children viewing less desirable Internet content.

Net Nanny Net Nanny respects your right to control how your family uses the Internet, based on your own unique needs and values. That's why Net Nanny gives you the most flexible and comprehensive set of options available today to be an effective parent in cyberspace.

The Home Office, in partnership with the Internet Watch Foundation (IWF) and UK online, has published a detailed booklet of help and advice for parents. For your copy, call free on 0800 77 1234 or download the booklet from www.wiseuptothenet.co.uk. Children are encouraged to visit www.thinkyouknow.co.uk, a web site that has been designed specifically to help them stay safe when they are using the Internet.

 

What can I do if I find illegal material on the Internet?

If you see something you believe is illegal, you can contact your local police or Internet regulator if your country has one.

The IWF was set up to deal with the problem of illegal material on the Internet, with particular reference to illegal pornographic and racist material. Go to www.iwf.org.uk.

 

How can I avoid receiving unsolicited e-mails?

Various tools are available on the Internet to help reduce the number of junk e-mails you receive. Check what filtering options your ISP or e-mail service provides. If you receive an unsolicited e-mail, you can ask your ISP to block incoming mail from that address, or perhaps set up your e-mail software to do the same. In the meantime, consider carefully who you share your personal details with and whether the information you are being asked for is really necessary.

If you believe your personal details are being used unfairly, contact the Information Commissioner. Call 01625 545745 or go to www.dataprotection.gov.uk.

 

Where can I find advice about premium rate services on the Internet?

Many web sites now offer access to specific content (rather than the whole of the Internet) using premium rate charges.

ICSTIS, the Independent Committee for the Supervision of Standards of Telephone Information Services, is responsible for regulating all premium rate phone services. You can get its free consumer guide, Premium rate services on the Internet by calling ICSTIS on 0800 500212 or going to www.icstis.org.uk.

 

How can I keep my computer free from viruses and secure?

A virus is a computer program, usually disguised as something else (e.g. an e-mail attachment) that causes some unexpected and usually unwelcome event. Viruses are often designed so that they spread automatically to other computers. Use an up-to-date virus checker program to protect your computer from viruses. Anti-virus protection software is widely available from online sites or your local computer store.

The best way to keep your connection secure, particularly if you have a broadband ‘always on’ connection, is to use a ‘firewall’. A firewall prevents others from accessing your computer or network. Software versions of firewall's are available to home users. You can find out more by looking at computer magazines or asking your ISP.

 

Where can I find advice about shopping online?

There are a variety of web sites that offer advice about shopping online. A search using Google will reveal them.

The Department of Trade and Industry (DTI), in partnership with UK online, has published a guide called Safe Internet Shopping. This leaflet is available from local libraries and Citizens Advice Bureaux.

The Federal Trade Commission have produced an online guide to safe Internet shopping which may be found at http://www.ftc.gov/bcp/conline/pubs/online/cybrsmrt.htm

 

Where can I get advice for small businesses?

TelecomsAdvice is an independent website for small UK businesses who need to know about using telecoms and the Internet. Endorsed by Oftel, it is an official partner to the DTI’s initiative, UK online for business. Go to www.telecomsadvice.org.uk.

UK online for business is an industry/government partnership helping small and medium-sized enterprises (SMEs) in the UK to make the most of new technologies. It offers expert, impartial, jargon-free help, information and support on the best use of technology for SMEs. Call 0845 715 2000 for details of UK online for business, or go to www.ukonlineforbusiness.gov.uk.

 

How can I find out more?

Information about the Internet – what it is and what it can do for you as well as where you can get access – is available from UK online, the national campaign to help everyone in the UK make the most of the Internet. Call free on 0800 77 1234 or go to www.letsallgeton.gov.uk.