FAQ

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General FAQ's

Who are Boundless networks?

Originally called LN Communications Ltd with a trading name of I Love Broadband we were established in 2006 and over the years have expanded until in September 2015 we acquired a similar company called Boundless Broadband based in Lancashire. We have adopted the Boundless brand name with offices in Leeds and Chorley.

What is a WISP or Wireless Internet Service Provider?

WISPs use fixed wireless broadband technology to deliver the same high speeds and service as traditional broadband providers, but delivered wirelessly as opposed to through buried cables. Therefore WISPs deliver internet without the use of a traditional telephone line.

What is Fixed Wireless?

Fixed wireless refers to wireless devices or systems that are situated in fixed locations, such as an office or home, as opposed to devices that are mobile, such as smartphones and tablets. Typically, a small antenna is placed on your home or office which receives a direct signal from a WISP tower nearby. Unlike technology used for cellular data, the wireless connection between your home and the tower allows for fast reliable service via a fixed wireless connection.

How long does it take for a new order to be completed and service available?

We can usually get the service installed within a few weeks if you are covered by our wireless network. If you are just outside the service area we will need to discuss this with you and arrange a survey.

How long does the installation work take?

A couple of hours, on average. It may take longer if the cable run is particularly long or access is difficult.

Someone said this will put my house price up, is that true?

Evidence from around the world and in the UK has shown that properties with high quality and fast internet connections frequently sell for more money. Estate agents are reporting that houses without good internet access do not get many viewers these days, so houses are becoming increasingly difficult to sell in rural areas.

I am a customer with another Internet Service Provider (ISP), how can I move to Boundless?

Because we do not use the telephone line to supply the broadband service it is possible to have our service installed while still using your existing ISP. You can then cancel your old supplier when you are happy with our service.

Can I change my Service Plan?

Yes, just send an email customerservice@boundlessnetworks.co.uk or call us on 0113 894 1951


Accounts FAQ's

Your bill explained

As a Boundless customer, you pay for your services in advance. The date provided on your bill/invoice is the start of that month’s period*. For example; your bill is dated 6th June, this bill relates to the service provided 6th June until 5th July.

The description on your invoice will be the package that you have purchased from us. You can find more information about our packages on our website. Your description may carry additional information such as property name or service user information, this is usually the case if you have 2 or more services with us.

*The first exception to this is your initial bill, this is dated the day of your installation and is a one off invoice for the installation work and equipment. The second exception to this is our annual package offered to caravan parks, these services are billed annually and the year of service starts from the date supplied on the invoice unless stated otherwise.
How much does my service cost?

You can find information about our package costs on our website. Your monthly bill may be different from the prices advertised online, this is because we have maintained the prices of long standing customers or you may have been subject to discounts for a variety of reasons at our discretion.

How do I receive my bill or invoice?

We currently only provide invoices by email therefore it is vital that you have provided us with the correct email address for your correspondence. We do not provide paper copies. If you require an original paper invoice for any reason this will be subject to additional charges.

Can I see my bills online?

We do not currently offer an online billing portal. This is something we are looking at implementing and will endeavour to provide as soon as possible. Any requests for bills or invoices need to be made to our accounts team at accounts@boundlessnetworks.co.uk

When do I pay my bill?

When your bill is raised, it is automatically emailed to you on the same day. Once sent out, our system will request a payment via your direct debit and you will receive notification of this request from our Direct Debit providers, GoCardless or SmartDebit. After this payment notification has been received the money will be scheduled to leave your account 3 working days later.

How can I pay my bills?

We ask that all of our customers both business and residential pay for their services and installations via Direct Debit. We use direct debit providers called GoCardless and SmartDebit to handle our direct debits, please see below for more information about GoCardless. GoCardless Direct debits are subject to the normal direct debit agreement, which can be viewed here.

Why do I have to pay by Direct Debit?

Direct Debit is the lowest-cost method of transferring money on a regular basis. If we can keep these costs down, it helps to keep the price of the service down. Direct Debit is also very secure and the customer is very well protected.

Can I pay by cheque, cash or bank payment?

In some instances we may make an exception for some business customers to pay us via bank payment or cheque. To do this you will need to speak with our accounts team to discuss paying your invoices. Additional charges for the administration of this option may be applicable.

Paying by Direct Debit sounds great, how do I set it up?

Direct debits are incredibly easy to set up for paying your Boundless subscription and installation. If you are a new customer, part of our sign-up process will ensure that you set up a direct debit to confirm your account ready for your installation. After you sign up and our networks team have confirmed we can service you, you will be sent an email with instructions to set up the direct debit in anticipation for your installation. Payments made by direct debit will appear as “GOCARDLESS” on your bank statement.

What and who is GoCardless?

GoCardless are a well-established online direct debits company who process thousands of payments a day on behalf of UK businesses. When you receive your direct debit request from us via email, the unique link in that email will ask you to complete a short sign up form. Upon completion of this form your direct debit will be activated immediately without the need to mail back forms or contact your bank. Your direct debit is automatically linked to your account with us and will take all future payments for both subscription and installation.

I have never heard of GoCardless before, is it secure?

GoCardless is extremely secure, we use GoCardless because of the security it offers us as a business and also because of the security features it offers to our customers. We do not keep a record of your bank details, this is controlled by yourself which is an added element of security over a normal direct debit instruction to some companies. GoCardless use secure systems and processes to control the payments its users make and have an excellent track record of payment success.

For more information about GoCardless we recommend that you read through the following support articles on their site. They provide a wide range of information on how the service works and what benefits it provides you. This can be found here.

I have received a notification of payment, refund or cancellation from GoCardless, what does this mean?

GoCardless notifies you when any activity occurs on your account. When we request a payment, GoCardless will let you know. This means that if you need to query a transaction, you can contact us in good time before the payment leaves your account. If we issue a full refund of a payment, GoCardless will let you know and this will also show on your GoCardless account. If you require a credit note for your records our accounts team can do this for you.

If you receive notification about a cancelled direct debit, this could be due to a number of reasons.

  1. You may have asked to cancel this at your bank or with GoCardless, if this is the case we would like you to get in touch if you have not already.
  2. We may have cancelled your direct debit if you are no longer a customer or there is a specific issue with your direct debit, again please contact us if necessary to discuss this further.
I cancelled my direct debit by accident, how can I activate it again?

Do not worry, our accounts team can assist with reactivating your direct debit. It can be as simple as clicking a link they send out to you and confirming the reactivation. Please get in touch as soon as possible if this happens to ensure your service is not interrupted.

I am having difficulty paying my bill, can I get any help?

At Boundless we understand that things do not always go according to plan. If you are having difficulty paying your bill please let us know. If a payment fails a member of our team will be in touch regardless, but as always with situations such as this it helps to let us know first.

A member of our team will be happy to discuss your situation and present some options for you.

Can I get a copy of my bill or invoice?

To get a copy of a bill or invoice you need to contact our accounts team at accounts@boundlessnetworks.co.uk

We will require a few details from you to supply the invoice and may also ask a few questions to confirm your details are correct on our system.


Please if possible supply your:

  •       Account Reference (This can be found on any other invoices you have)
  •       Invoice number (if already known)
  •       Dates of invoices required (you can ask for an invoice for any payment you have made)
  •       Name of broadband account holder
  •       Delivery address of the service

If you are struggling to provide some of the above information, please give us the best detail you can offer and our team will do our best to locate and provide you with your invoices/bills.

The amount I have paid has changed or is different from what I expect?

If the amount debited from your account is different from what you were expecting, please check your invoice that the payment relates to. In 99% of cases the information you seek will be provided on the invoice. If you are still not sure why the amount is different, please get in touch and our accounts team will be happy to assist.

VoIP

If you take a VoIP service with Boundless, you will be subject to an additional billing cycle.

VoIP services are billed at the end of each calendar month. When you first sign up to the service you will be invoiced for any equipment fees plus a pro rata cost for the service fee to take you up to the end of that specific month.

Each month end bill will show a set amount as your service fee dependant on the package you have purchased, this is paid in advance for the following month. On the same bill you will have a variable fee to pay for any additional call charges you have incurred during that month.

It is possible to provide a breakdown of your calls for your records, unfortunately these cannot be provided during the month and only at the end of each cycle.

I need to change the bank my direct debit comes out of, how do I do this?

In order to change your bank details, you need to do this directly with GoCardless. You can contact GoCardless on 020 7813 8674. A member of the customer support team will then assist you by making the necessary changes to your account. Please note, Boundless are not allowed to change your bank details for you.

Can I update my billing details?

If you need to update any of your details with us you can email accounts@boundlessnetworks.co.ukdirectly. Please outline any changes that we need to make to your account.

Can I speak to someone regarding my bill?

To get in touch regarding your bill you can email accounts@boundlessnetworks.co.uk directly. Please try to provide as much detail as possible in your request, including information such as account reference, invoice number(s), dates and account holder name (these can all be found on your invoice).

This allows for our team to investigate any issues you may have and respond to you accordingly. Alternatively you can call customer service on 0113 894 1951 and ask to speak to accounts.

I need to pay a one off charge or I am a business customer and need to make a bank payment.

To make a one off payment to us or pay your invoice via bank transfer, if previously agreed with us, please use the information below.


Bank: Natwest Bank
Account Name:  LN Communications Ltd
Account Number:  78613736
Sort Code: 60-03-28
Address:

Boundless Networks Ltd
Hangar 1
Southside Aviation Centre
Leeds Bradford International Airport
Leeds
LS19 7UG

In addition to using the above details for bank payments, please provide your subscriber account number (It will be in the format of 4 letters followed by a 3 digit number such as ABCD999) and if applicable your invoice number in order for our accounts team to process your payment efficiently. Any payments made to a different account other than the one stated above may take longer to be processed or could be missed, so please ensure you enter the details correctly.

Alternatively, we can take payment by debit or credit card over the phone. Please call our accounts team for help, who will call you back for added security.

I am due a refund but do not appear to have received it?

If you have been offered a refund by one of our team, they will have informed the accounts team of the agreement. You will shortly receive an email to you with a request for details in order to efficiently process your refund. We do not hold customer bank details, therefore partial or nominal refunds need to be made directly to customer’s bank accounts manually.

Please complete the details form in the email so that we can process your refund as soon as possible. We aim to credit your account within 14 days of receipt.

I have paid up to date but recently received a letter about non-payment?

Please accept our apologies, payments can take a few days to clear our bank and then further time to be processed within our systems. If the payment has not been processed you may automatically receive communication about non-payment, please ignore this. If you continue to receive these messages but can confirm you have made a payment then please get in touch and a member of our team will look into it for you.

Where can I find my subscriber account number?

If you need to contact us your account number enables our support team to find your details and respond to your questions quicker.

You should first receive your account number when the direct debit request email is sent to you. Existing customers or recently installed customers will find their account number on their invoices/bills. It will be in the format of 4 letters followed by a 3 digit number such as ABCD999.

Why has my account been suspended?

Your account may have been suspended if you have failed to make payments for your monthly subscription and subsequently failed to contact us about this. We will endeavour to contact you in the event of missed payments but it is important that you respond to our messages should we not get through to you. If your account is suspended you will receive email notification prior to suspension and then written notification upon suspension.

Please note – a slow or lack of connection does not mean you have been suspended, there may be a temporary issue with your network or planned maintenance in your area. Any queries regarding your connection can be answered by our support team at 0113 320 3737

Technical FAQ's

Can I keep my existing email address?

Yes. If you use a web-based service such as Gmail, Hotmail. If your email address is given to you by your existing ISP, for example @yahoo.co.uk or @aol.com, you may need to set up a free webmail address. We recommend Gmail.

Some ISPs like BT let you keep your existing email address for a small monthly fee.

Can weather affect the Wireless Internet signal?

No. Since we use terrestrial-based towers instead of satellites, service is not interrupted by atmospheric conditions. Links are also not affected by fog, smog, snow or non-torrential rain.

Is Wireless broadband the same as “satellite” broadband?

NO! Wireless uses ground-based antennas to transmit data to your location with low latency. Satellite systems have higher “latency” (the time it takes data to travel between two points) since the data has to travel from your location up to the satellite 22,400 miles up and back down to the Internet, making VoIP, VPN (virtual private network) and gaming difficult to run.

Can I plug my TV into the connection to watch films on the TV?

Yes, if it is a “Smart TV” which supports internet connectivity, you can stream services such as Netflix, Youtube and iPlayer.

Is the network secure?

Yes, our wireless network employs the latest and most robust wireless encryption available with state-of-the-art equipment.

Is your technical support based within the UK?

Yes, all our staff are based at our offices in Leeds and Chorley and are highly trained in dealing with our products and services.

Can I continue to use my existing Internet Service Provider (ISP)?

If you wish to keep your old ISP as a backup, that's fine. Our service does not use the telephone line so it is straightforward to have both services operating.

What if you cannot get the signal from where I live?

We will find out if this is the case when we perform a survey. If there is a cluster of houses in the same situation we will consider providing a relay station to bridge the gap. We will also advise on any alternative broadband services that may work.

Will there be any download limits with the wireless broadband service
We have no caps on our traffic unless the system is abused. Traffic is distributed fairly. We may put some restrictions on the use of peer to peer torrent sharing such as Kazaa or non-stop data streaming.
Why is my broadband not achieving its full speed?

The service allows us to provide packages of speeds up to 10, 20 or 30Mbps, the full speed would be obtained under perfect conditions with no contention. However a number of factors can prevent the full 10/20/30Mbps from being reached at times such as:

  1. Distance from the nearest access point, obstructions obscuring line of sight between transmitter and aerial.
  2. In order to provide broadband cost effectively, all broadband is contended. This means that bandwidth (speed) is shared between a number of users.
  3. Slow/old computers
  4. Computers infected with viruses or malware
  5. Badly configured internal network or cabling.
  6. Background updates such as Windows Updates or Antivirus updates.
  7. Background Peer to Peer file sharing (such as Torrents, etc).
  8. The maximum speed of the website you are viewing, its contention and the route through the Internet to the website.
  9. Other equipment in your property that may be consuming data.
  10. Internal WiFi problems at your property.
Broadband Routers

Wireless Routers that are supplied by us will be either pre-delivered or installed on the day of your installation. If you have your own router please make sure it is compatible with our broadband connection, it needs to be for a Cable connection (not ADSL) and therefore have a WAN (wide area network) socket. The type you used for your telephone line delivered broadband is not suitable. You are not required to purchase a router, if you do not you will be presented with a single RJ45 Ethernet cable ready to plug into a network enabled computer, router or switch.

I cannot get online

If you are experiencing issues getting online then please restart your router (switch it off for 10 to 20 seconds).

If you continue to experience connectivity issues then switch off the PoE (Power Over Ethernet) device, this is normally a small black box about the same size as a laptop charger. It will be connected via an Ethernet cable to the WAN port on your router and plugged into a mains power supply. Leave switched off for 10 to 20 seconds and then switch back on. Also inspect the Ethernet plug at the end of the outdoor cable (it connects to the socket labeled PoE on the PoE device) to check for any moisture which would indicate the cable is damaged.

If the problem persists then please call us on 0113 320 3737.

I am experiencing slow connection speeds

Please follow these steps before contacting our Support Line:

  1. Restart your router and Power over Ethernet (PoE) unit by removing power to them both, then after a minute or two first power up the PoE unit, followed 2 minutes later by the router. It is important to do it in this order. Check to see if that cures the problem, which normally takes a few minutes.
  2. If the problem persists, connect your computer/laptop directly to the router via an Ethernet cable plugged into one of the four LAN sockets located on the back of your router. If an improvement is seen this means there is an issue with your internal house WiFi. If no improvement is seen, then please follow these instructions on how to perform a speed test directly through the PoE
    1. Unplug the cable from your Wireless Router that connects to the 'Blue' or 'WAN' port on the back.
    2. Turn the power off to the router and then plug this cable directly into a computer/laptop. This will indicate the speed you are receiving directly from the receiver bypassing the router.
    3. Navigate to www.speedtest.net and locate the following servers (by hovering your curser over the map)
      1. Manchester
      2. London
      3. Newbury
    4. Run one test per server at PEAK and NON-PEAK times (PEAK = 4:00pm to 11:00pm NON-PEAK any other time)
    5. Record your results by clicking the "Share This Result" button once the speed test has finished and click "COPY" then paste into an email to send back to us.
I have poor WiFi signal strength within my property

WiFi signals will vary throughout your property and in most instances this does not relate to your broadband service or speeds. Signal strength can be affected by a number of factors, such as;


  • The thickness of, and materials used for intervening walls. e.g Foil backed plasterboard.
  • Distance from the router
  • Your neighbours WiFi may even be a factor
  • Other wireless equipment in your property such as baby monitors, DECT phones and games controllers.

One solution is to use devices called Homeplugs.

  1. These devices generally come in pairs (one to plug into a mains socket near your router and the other to be plugged in where you require the WiFi connection extending to).
  2. Essentially, these devices take the signal from your router and, by utilising the ring circuit of your mains electricity supply, extend the signal to a different location.
  3. These are most effective when plugged directly into a mains socket and not an extension cable or four way gang.
  4. Boundless can supply or advise on these, along with other methods to improve your wireless coverage. Please call our Technical support line for further help on 0113 320 3737
Where can I find your Fair Use Policy?

In our downloads section here.

Can I use P2P (peer-to-peer) file sharing?

Using P2P file sharing software is not prohibited and the ports/protocols will not be blocked, but are rate limited based on continued usage. Please be aware that much of the information transmitted across the internet using P2P services such as torrents are subject to copyright and can be a very common way of transmitting malware, so we advise caution. Please see our Terms and Conditions for more information here.

Do I have to keep my landline?

Our service is entirely independent of the landline. Many of our customers have cancelled their landlines and only use mobiles in order to avoid paying line rental charges. However if you use an alarm system or other type of monitored alert system connected to a telephone line, we recommend retaining your landline.

What is VoIP?

Voice over Internet Protocol (VoIP) sometime also referred to as SIP is a means of using your existing telephone in just the same way as before, but it uses your broadband connection instead of the BT telephone network. We can supply you with a dual purpose router or a small pre-configured adapter which you plug your telephone (or cordless telephone base station) into, and then simply connect the adapter to a socket on your broadband router. There is no need to keep your BT landline and our call charges and line costs are generally far cheaper than traditional providers such as BT.

If I subscribe to VoIP can I keep my telephone number?

Yes in most cases, but we will need to “Port” (migrate your number from your existing supplier to ourselves). There is normally a charge of £20 for this.

Can I improve my mobile phone coverage within the house using my broadband service

Yes, by installing a booster from your mobile phone provider. Vodafone use a device called Sure Signal, EE is called Signal Box, O2 is called Boostbox, and 3 is called Home Signal. You need to apply to your mobile phone service for the device.

Vodafone has just released a new service called “WiFi calling” which allows you to make calls on your mobile without using any device or App even if there is no cellular coverage. Currently this is only supported on a small number of phones. See here for more details.

I have a Vodafone Sure Signal (or similar device) to extend my mobile coverage within the house but it won’t work.

In order for your device to work then you will first need to ensure that your IP address is on your service providers Whitelist (or similar database). If this is the case then please call us on 0113 320 3737 for advice.

Once this is complete then you will be required to reset your Sure Signal, etc. Please note that most booster boxes can take up to 24 hours to register when first installed.

I’m having a problem with my VoIP service.

If you are experiencing any issues with your VoIP service, before contacting our Support Helpline, please restart your router and the VoIP adapter/phone by switching the power off for a few seconds as this often fixes any issues.

If the problem persists then contact Technical Support on 0113 320 3737

Terms and Conditions

Detailed below are the terms and conditions of our Broadband Internet services.

 

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Ineligible sectors

  • aid for the fishery and aquaculture sectors;
  • aid for the primary production of agricultural products;
  • certain aid to undertakings active in the processing and marketing of agricultural products;
  • export aid;
  • aid favouring domestic over imported goods;
  • aid for undertakings active in the coal sector;
  • aid for the acquisition of road transport vehicles; and
  • aid for undertakings in difficulty
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