FAQs

Can I keep my email address?

It depends on your current provider. Some providers like BT (eg @btinternet.com) allow you to keep it for a fee, others like Virgin (eg @virginmedia.com) allow the e-mail address usage for a limited time after you end the contract. Contact your current provider to find out if you can keep your e-mail address when switching to a different Broadband provider.

There are email services, like Google Mail (Gmail) or Yahoo Mail, that are independent of broadband providers.

Lothian Broadband does not provide a dedicated email address at present.

Do I need a telephone line?

No, our service and technology does not require a telephone line. You will still get our service if you cancel your phone line.

What happens to my BT Sports package / BT Vision?

You can setup BT Sport in your household even without BT Broadband. You can get it either through a Sky subscription or Smart TV. You can also download the BT Sports App onto your computer and then link your computer with a HDMI cable to your TV.

BT Vision is tied into BT’s Broadband service.

Can I still use Sky?

Sky TV is an independent service that is delivered to you via a satellite dish. You can easily connect a Sky+HD Box (used for Catch Up TV, TV on Demand for which you need broadband) to our router.

Do we supply phone lines?

Lothian Broadband currently does not provide VoIP phones (internet phones), but we provide the excellent broadband service you will need for Internet Telephony. VoIP stands for Voice over Internet Protocol. VoIP allows you to make free, or very low cost, telephone calls over the Internet.

There are several VoIP suppliers in the UK, however, we are able to offer our customers the chance to save more than £200 on your home phone bill with Vonage.

Vonage offers unlimited calls to UK landlines from just £8.50/month with no line rental charges and no installation costs. Simply plug into your Lothian Broadband router for a clear, reliable landline service.

Can I connect to a 2nd location on my premises?

Yes, providing that it is not a different household. The router allows up to 4 cable connections and you can also connect your devices via WiFi.

To extend the strength and range of your WiFi, you could also have a second router connected to the service (a nonstandard install and subject to survey), or a power line range extender.

What's the better broadband scheme?

Lothian Broadband are registered suppliers for the Better Broadband Scheme.

We currently operate and provide services in East and MidLothian.

General information about the Better Broadband Scheme and how to obtain a subsidy code, please click here.

Please do not hesitate to contact us if you need any information on how to obtain the subsidy code. Call us on 01620 698001, or use our contact form.

How much data do I use?

Click here for Broadbandchoices’ rough guide on your usage.

If you are a Lothian Broadband customer, you can monitor your usage in The Portal: Login to The Portal.

Click the NETWORK option and choose Usage Details.

How can I test my internet speed?

 

Visit our Speed Checker page to test you speeds.

When you run a speed test, there are a number of issues that could cause the online speed test to measure a lower speed than the actual throughput of your connection. The following precautions will help get an accurate result:

  • Ensure that there are no other programs or applications running in the background when running an online speed test. Another program running on your device at the same time (for example, a software download) could be using your Internet connection while you are trying to run a speed test. So, close any programs that may be running on your device, including anti-virus software, peer-to-peer clients, online storage applications and automatic updates.
  • Ensure that no other devices on your network are using the broadband connection (for example, a mobile phone or tablet in another room). Many people now have a number of devices connected to their broadband connection, including set-top boxes, games consoles, laptops, tablets and mobile phones. Any of these could be using your broadband connection at the same time.
  • Beware that the speed test server may be highly loaded. Particularly at peak times, the servers used to provide online speed tests could be overloaded. Try to run speed tests at different times of the day, and on different days, and note the best results. Generally, the highest results will be the most accurate.
  • Directly connect your device to your router by Ethernet cable. Avoid running an online speed test if connected to your router by WiFi (or a powerline adapter). Your WiFi network could be the weak link in your broadband chain so you’ll end up measuring the speed of your WiFi connection rather than your broadband connection. Furthermore, WiFi interference issues can often cause rapid fluctuations in online speed test results. If you have no alternative than to use WiFi (for example, you are using a tablet), then ensure that your WiFi is optimised and be located next to your WiFi router.

For more info on doing a Speed Test visit www.increasebroadbandspeed.co.uk.

 

Wifi & Fixed-Wireless Broadband - What's the difference?

WiFi is a technology that allows you to connect to the Internet with a WiFi enabled device, for example a tablet, laptop or mobile phone. To get WiFi in your premises, you need a WiFi Router. The Router in turn is connected to the fixed wireless broadband technology (radio, aerials) and service that we supply.

What can affect the wifi signal?

Weak WiFi signals are often a cause of slow Internet speeds. If your Internet is not fast in areas of your premises it is not necessarily a slow broadband provision, but could be due to issues with your WiFi coverage within the house.

WiFi signals cannot pass easily through thick barriers, like thick stone walls or steel (some modern houses). Distance from the router’s location to your computer or phone plays an important role.  The further you are away from the router, the weaker the signal strength.

The WiFi signal can also be interfered with and therefore weakened by other wireless or electrical devices in the router’s proximity, like cordless phones.

The Ofcom app allows you to both check the speed of your broadband and also to test for any interference to your internal wi-fi.

Note: If the Internet is not working well when you are close by, or even connected to the router (via a cable), then please contact us on 01620 698001 or email info@lothianbroadband.com.

Will I have fast broadband throughout my home?

Lothian Broadband ensures that the broadband signal is fast and working up to your premises and to the WiFi Router.

WiFi itself, within your house, can be affected by a number of things. When our engineers connect you to our Broadband service they will ensure that the Router is in the best possible place for your needs or for its most effective signal distribution.

Get in touch with our team if you have any other queries

Call 01620 698001 or email info@lothianbroadband.com and we’ll be happy to help.

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