SME FAQs

How does UPC SME Broadband work?
Through the use of a cable modem you can access a broadband internet connection that is designed to work over HFC network. This works by using TV channel space for transferring data upstream and downstream. Because we use coaxial cable, our technology can provide greater bandwidth than telephone lines and so we can provide significantly faster access to the web than DSL operators who provide their service over copper pairs.

As our broadband is provided over our own network a phone line is not required so our customers do not need to pay line rental to other operators to avail of our service.

How can existing customers avail of the new broadband speeds?
Here at UPC Business we are constantly working to bring our customers the best services we can.

You can currently choose from 3 broadband packages:

• Basic – 10Mb download, 1Mb upload
• Professional – 20Mb download, 1.5Mb upload
• Premium – 30Mb download, 3Mb upload

As new speeds are introduced you will be contacted and your speeds will be updated accordingly.

What benefit will I get from availing of Broadband?
Our Broadband service is always-on. You only have to switch on your computer, click on your Web browser and you are immediately on the Internet. For regular Internet users, the disadvantages of a dial-up service - slow download speeds, time-outs, having to log-on and log-off - can be very frustrating. Our Broadband Internet is an 'always on' service. All you have to do is log on once and that's it, no timing out and no delays. Just one click and you’re online - it's simple, responsive and designed to get you online immediately, any time - all for one flat monthly fee. You don’t even have to log-off whilst using other applications on your computer - allowing fast switching between jobs.

An additional benefit is that your telephone line is also available as our Broadband service uses the same cable that provides your cable television service. This means you don’t have to have a phone line to access the Internet.

How fast will the service be?
We have scaled the network so that customers can get download speeds of up to 30Mb and upload speeds of up to 3Mb with our highest tier package.
However due to the nature of the Internet speeds can vary. When Internet traffic is high, for example during the evenings and at weekends, speeds may be lower, whereas midweek during the business hours they are often higher.

Are there any usage restrictions?
There are no usage restrictions.

Do I sign up to a contract?
When you sign up to Business High Speed Broadband from UPC business you are subject to a minimum contract of 12 months.

What happens if I cease before the end of the contract period?
If you cease the service during the minimum contract period you will be charged for the remainder of the contract.

What am I billed for and when?
In the first bill you will be charged €80 install fee, a pro rated monthly charge for your broadband package and an advanced payment for next month charges, including VAT.

In subsequent bills you will be charged for your broadband in advance and your call charges in arrears.

Why am I still receiving a bill from Eircom?
With UPC Broadband you receive telephone lines as standard (the number of lines depends on the package you choose). Therefore you do not need to keep your eircom line. Until you cancel this line you will continue to be billed line rental from eircom. If you would like to keep your number from Eircom, UPC will port your number and your telephone services will be cancelled automatically. If you have a DSL connection, you will have to cancel this service yourself by ringing Eircom.

My Broadband is not working, what should I do?
Call our dedicated business customer support team on 1800 941 941.

What is Multi Line Hunting?
Hunting is a feature that allows multiple telephone lines going into a business to act as a single group called a hunt group. If one line is busy, the call goes to the next available line. If there are no available lines, the caller receives a busy signal.

What type of calls can I block?
The following call types can be blocked:

• Premium
• International
• Mobile
• All calls except emergency

What speeds are available with UPC Business Broadband?
UPC offer 3 high speed broadband and voice packages

The Basic package offers 10Mb broadband and 2 voice lines

The Professional package offers 20Mb broadband and 4 voice lines

The Premium package offers 30Mb broadband and 6 voice lines

Does UPC broadband and voice work with a PBX?
Yes, UPC Voice services will work with your PBX. Your PBX may need to have an analogue card fitted at your expense.

Does UPC broadband and voice work with credit card terminals?
Yes

Does UPC broadband and voice work with fax machines?
Yes, once your fax machine is correctly configured

What is the contention ratio?
During regular business hours (8AM to 6PM) the contention ratio is 5:1

What is the difference between the residential and the business package?
UPC business broadband has the following differences:

• Dedicated business support team
• Static IP address available
• Voice services are included in the package
• Customers can avail of multiple telephone lines
• Business call rates

What are the benefits of becoming a business customer?

• High speed broadband
• Dedicated business support team
• Static IP address available
• Business call rates
• Multi Line Hunting

Can UPC reduce the price if I don’t need the telephone lines?
No, broadband and voice are packaged together in a bundled price

How long does it take to install the product?
If your address is on our database, installation may take up to 5 working days. If a survey is required, installation takes 8 working days.
The time does not start until a signed contract is received by UPC.

Do we combine TV, Broadband and lines as a bundle?
No, we bundle broadband and telephone lines. If you wish to have Business TV installed please call 1800 923 003.

Do we do wireless connection?
No, UPC business broadband is provided over the cable network.

Do we have any packages on the call charges?
Yes, please see out pricing information.

How long does it take for the porting to be completed?
Porting is completed in 9 working days

Why is my bill higher than I expected?
In the first bill you will be charged €80 install fee and the monthly charge for your broadband package, excluding VAT.
In subsequent bills you will be charged for your broadband in advance and your call charges in arrears.
All business rates are quoted excluding VAT.

What do I need to provide to get a static IP address?
A static IP address is assigned to your personal equipment such as a router/firewall/computer connected to the cable modem provided by UPC. In order to receive and correctly configure a static IP Address you need to provide us with the MAC address of the equipment you will attach to the cable modem, If you need any assistance please call our customer support team on 1800 941 941.

How many lines can I be provided with?
For the 10Mb package you get 2 voice lines.
With the 20Mb package you receive 4 voice lines.
With the 30Mb package you receive 6 voice lines.
A maximum of 12 phone lines can be provided for one account using a combination of the above products.