How does SugarNet's rural broadband work and how can you reach me when no-one else can?

To provide our customers with connections in rural areas Sugarnet use a network of high-capacity, high-reliability wireless links,  removing the need for underground or overhead cables.  This allows us to reach you quickly and easily.  High-speed fibre optic connections to the base of our radio masts provide connections back to our data centres and from there we ‘beam’ superfast and ultrafast bandwidth around the countryside.  This allows us not only to provide a service in areas traditional copper cable ISP’s can’t, but also to get connectivity into new areas quickly.

I would like SugarNet’s super fast Internet connection. What happens now?

First of all we will need to carry out a location check on your postcode so give us a call on 0845 235 1010. Location checks usually take between 1-3 working days. If you are within our service area, we will then need to organise a suitable time for our engineers to install SugarNet’s high speed broadband. Our location system cannot be 100% accurate (but is pretty close) that your location is perfect as there are a number of variables to consider, but we will do our utmost to get you connected as soon as possible and to start enjoying high speeds!

How fast is SugarNet’s connection?

The speed of your Internet connection completely depends on which package you decide upon. Currently our service can be provided provides standard connections of 5, 10, 20 and 30mbs.  We are also able to provide faster connections if they are required but these are quoted for on a case-by-case basis as the cost is very location dependent.  One of the real advantages of our service is the connection is ‘synchronous’.  This means that both the upload and download speed are the same.  For sites where you are uploading as well as downloading (such as Facebook, Skype, Flickr, Dropbox, YouTube, gaming, file sharing etc.) this makes a big difference to the speed. If you are unsure which package you could benefit the most from, please do not hesitate to contact us on 0845 235 1010.

What do your engineers do when they come round for the install?

To connect you to the service our experienced engineers will mount a small aerial (approximately 30cm x 10cm x 4cm) on the side of your property.  This normally goes in the same place as your TV aerial.  From there a single discreet wire would be run down into your house where it plugs into a wireless router to which you can connect any laptops, printers etc. in exactly the same way as you would with a BT solution.  The wire is a standard cat 5-network cable so can also be plugged into any existing network structure you may have should you need it to. SugarNet’s router is wireless but also includes an Ethernet port to plug into. The installation doesn’t usually take more than half an hour, but there can be unforeseen circumstances, which may extend the installation time.

What is the difference between Business and Residential Broadband Packages?

We know how important it is for businesses to have consistently high-speed broadband access and we have witnessed first hand how the lack of Internet can affect a business. This is why there are differences between the Business and Residential Broadband Packages.  Business packages benefit from a lower contention ratio and a higher level of support.

Is there a contract with SugarNet?

Sugernet offer a number of different contract offerings.  No one likes to be tied into a contract for something they’ve not yet tried so we offer a simple month rolling contract in most locations.  We are also able to offer 12 and 18 month contracts.

Is the wireless technology safe?

The wireless microwave technology we use is fully regulated in the UK by OfCom.  We adhere to the rules and regulations set out by OfCom and ensure that our radios are always set to the minimum power required to deliver what we need.

The frequency and power used to deliver the internet service to a customers property is very similar to that of a modern indoor wifi router.

How do I pay my bills

Before your install begins we will ask you for payment of the install fee.  This can be paid using most major credit or debit cards over the phone or, if you prefer, by bank transfer.  Should your install not work for any reason the fee will be refunded in full.

Monthly payments are taken by Direct Debit on the first day of every month.

What is the Contention Ratio?

We have very low contention ratios meaning that the service stays fast even during peak times. We know how important it is to keep the speed up for business and residential customers alike. For residential customers we target a contention ratio at 15:1. For business customers we target 10:1.  Through our lease line services and wireless last mile offerings we can also offer 1:1 dedicated / leased lines.  Having said this, in reality, the contention ratio is a lot lower than this on a daily basis. For business customers we are also able to provide static IP blocks should they be required. The big difference between our service and a leased line service is the install cost.  As our connection is provided wirelessly and a standard install cost only £169.

Why is an installation fee necessary?

SugarNet utilises high end wireless systems which works incredibly well. This excellent technology costs significantly more than standard Internet provider equipment, which is why a (subsidised) install fee is necessary.

Can I upgrade and downgrade my package easily?

Of course you can change your package. If you find that you would like a higher speed or a lower speed, just let us know, a month’s in advance and we will be happy to adjust your package accordingly.

Do you provide VoIP too?

Unfortunately we do not provide a VoIP service, however we would be more than happy to refer you to a trusted company who can help you with this. Please mention that you would like VoIP to our customer service representative and we will happily chat with you about it.

Is SugarNet’s IP addresses static or dynamic?

For home users we will provide a dynamic IPv4 address.  For business customers static IPv4 and IPv6 addresses can be arranged.  Please ask to speak with a technical support adviser for more information.

Is a connection over Sugarnet's network secure?

Any data passing over wireless links on our network is encrypted using standardised encryption methodology’s.  In addition to this, only devices we have installed and permitted are allowed to join our network, helping to ensure we control who has access to pass data over our network.  Firewalls at the edge of, and throughout, our network further restricted what traffic is allowed to pass over our network and secure our devices.

 

As with any data flowing over the internet though, the data is only as secure as the connection that is made.  For example, sending data to a website that is not protected by an SSL certificate (https:// sites) is not very secure and can be subject to data capture and interference.  The network you use to connect to the site or service (e.g. BT, Sugarnet or a accessing public sites/services through a private VPN) does not change the security of this connection.

 

Content sent over a secure connection (e.g. to a website protected by a legitimate SSL certificate), however, is encrypted between the source (e.g. your computer) and the device it is connecting to (e.g. a web or email service). The technology used in our network in no way effects this security.  We use no proxy servers on our network and will never interfere with the connection between you and the content you are trying to access other than:

 

  1. To choose the best way to route / direct the traffic between you and the network you are communicating with;
  2. To block access to sites listed by the Internet Watch Foundation; or
  3. When requested to do so, in writing, by a relevant law enforcement agency.

 

Critical to the security of all personal and business data (whether supplied by FTTC, DSL, Fibre, Wireless or any other delivery method) is maintaining up to date operating systems and anti-virus software on all your devices and the use of secure passwords.   In addition we recommend using a router to secure the link between the wider internet and your private network at home or a work.

Is there a download limit?

There is no download limit you will need to adhere to. Instead, we exercise a discretionary policy where if a customer were constantly maxing out their connection 24 hours a day, 7 days a week then we would have a discussion with them and tailor a better solution to their needs.

What is SugarNet’s latency/ping?

The latency rate heavily depends on your location. Please give us a call for a location check and we will see if we can show you a ping test, which was carried out in a similar area to you. However, we regularly have sub 20ms ping rates and often, sub 10ms.

Please do let us know if you have any other questions. If you would be interested in using our services we would be happy to run a check on your address to make sure that you are within our coverage area.  To do this we would simply need your full address and a contact number, either give us a call on 0845 235 1010 or send us an email to hello@sugarnet.co.uk