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  • About now wireless broadband

    1. What is now wireless broadband?

      now wireless broadband is a fast, always on Internet connection. now connects you to the Internet using a low power two-way radio signal rather than a telephone line or a cable TV connection.

      This gives you all the benefits of broadband as well as the flexibility to use your service where you choose in your home or office.

    2. What are the benefits of now wireless broadband?

      As well as being a fast, always on Internet connection, now is easy to subscribe to, delivered quickly to your home and is simple to set up, allowing you to experience broadband Internet at your convenience.

      It is independent of your telephone or cable TV system giving you more flexibility in positioning it in your home

    3. Do I need a fixed telephone line?

      No. now wireless broadband operates independently of a phone line. This means that if, for example, you use your mobile for all your calls you don't need a telephone line at all.

    4. What services are available and at what price?

      We offer a range of services to meet your needs. For details of our service plans and charges click here.

    5. Can I migrate between services?

      Once you sign up to now services you can upgrade to other now services by contacting our UK based call centre.

    6. Is now wireless broadband a contended service?

      now wireless broadband is designed and managed to offer users the best possible service. It is contended in line with common industry practice. This means that the network you use to access the Internet is shared with other users and your throughput may differ if many people are sending or receiving information simultaneously.

    7. What does the now fair usage policy mean?

      Your now wireless broadband service is subject to a fair usage policy. This policy is designed to ensure that the very small number of heavy users do not affect quality of service for the majority of users.
      You may become a heavy user if you use peer to peer applications or file sharing software. This type of activity uses a lot of bandwidth and can affect the speed other customers receive for their service.
      If you don’t use peer to peer applications or file sharing software you are unlikely to ever be affected by our fair usage policy.
      If you are identified as a heavy user, we will contact you by email (using both your mynow email address and any other email address that you have provided to us). This email will ask you to reduce your usage. If your usage continues to be excessive over the next month we will contact you again and at this point we reserve the right to discontinue your service with us.

    8. What happens if I exceed the limit stated in the fair usage policy?

      If you exceed the fair usage policy occasionally and by a small amount then you do not need to worry. The policy is set to avoid persistent very heavy users from affecting the quality of the service for the majority of users. Users falling into this category will be contacted by the team at now to advise them that they are exceeding the fair usage policy and asking them to modify their usage patterns. If usage patterns are successfully modified then no further action will be taken. If however usage patterns are not altered then now will contact users again to advise them that the now service is not appropriate for their requirements and that their service will be disconnected.

    9. What activities could result in exceeding the fair usage policy?

      If you regularly download large video or audio files or run peer to peer applications you may find that you quickly exceed the fair usage policy.

    10. How can I find out important safety information about now wireless broadband’s products?

      If you have a now card please click here
      If you have a now modem please click here

  • About Broadband

    1. What is broadband?

      Broadband is a way of getting onto the Internet that can be five to twenty times the speed of a narrowband dial-up connection.

      With broadband your connection to the internet is always-on and does not tie-up your telephone line.

    2. What are the benefits?

      High speed Internet access enables much faster downloading and means web pages and emails appear almost instantly.

      Music and video can also be downloaded and enjoyed in real time. A permanent, fast, always-on connection makes use of the internet convenient, easy and enjoyable.

  • How do I get started?

    1. When will I receive my now modem?

      If you order your now service before 3pm, you should receive it the next working day.

      If you prefer you can select a later delivery date when you place your order or you can select special delivery before 9am for a fee of £10.

      Orders placed after 3pm or at the weekend, should be delivered on the next but one business day. For example, if you order your service after 3pm on Friday, or over the weekend, you will receive your now modem on Tuesday.

    2. What if I am out when the now modem is delivered?

      If you are out, the delivery company (Royal Mail) will leave a card requesting you to call their local office to arrange collection. For convenience, you may wish to give us a daytime address for delivery. For example, delivery to your work address.

    3. What will I receive?

      Your now box will include the now broadband wireless modem, a welcome pack and CD, a power supply unit, the appropriate connection cable and other components to help you install and use now.

    4. What does the welcome pack include?

      Your welcome pack includes an installation guide and a CD containing the software you need to set up your now wireless broadband service and downloads of 90 day free trials of McAfee Antivirus and Firewall software.

    5. I have received my now modem, what do I do now?

      You are now able to set up your now wireless broadband service. Open your all you need set up guide and check that you have all of the equipment you need to install your service. You can then use this guide to install your service.

    6. What are the minimum requirements for my PC?

      To install the service, you will need a Pentium Class PC running Windows XP, Windows 2000 or Windows 98SE. The PC must have a CD-ROM drive and a spare Ethernet port or USB port. 20MB of free disk space is required.

      To install the service on an Apple Mac computer you must have OS X version 10.3.1 or higher and a spare Ethernet port.

      The now card can only be connected to a laptop running Windows.

    7. Does the now wireless broadband service support Windows Vista?

      If your computer is running Windows Vista you can order now starter, now active or now advanced and connect to the now modem using the Ethernet cable provided. Note that at present you cannot connect your now modem using the USB cable.

      If you are an existing now customer upgrading to Windows Vista you will need to make some changes to your set up to allow it to operate with Windows Vista. To identify what you need to do please view our Windows Vista guide pages.

    8. Can I connect using USB?

      Yes. If you have a PC running Windows XP or Windows 2000 you can either connect via a USB port or an Ethernet port. You cannot connect using the USB cable if you have Windows Vista Operating System – see question 7 above

    9. Can I use my Apple Mac computer?

      Yes, as long as your Apple Mac computer runs OS X version 10.3.1 or higher and has a spare Ethernet port. Please note the now card is not supported on Apple computers.

    10. How do I connect my Apple Mac?

      Power on the now modem and, using the Ethernet cable, connect it to your Apple Mac. Select the "System Preferences" screen and click on "Network". In the "Location" drop down menu, select "New Location" and enter "now" as the name. Click OK. From the "Show" drop down menu , select "Built-in Ethernet" and click "Apply Now".

      Now click on the TCP/IP tab and ensure that the "Configure IPv4" field is set to "Using DHCP", then click "Apply Now". The IP Address should display "192.168.1.254".

      Now open a Safari page and go to the address http://192.168.1.1. You will now see the now set up page. Enter your Username and Password and click on "Apply". A confirmation message will shortly appear on the screen (NB. this can take up to 30 seconds). At this stage all the LEDs on the modem should be alight.

      Now return to the "Built-in Ethernet" settings and click on the "PPPoE" tab. Check the "Connect using PPPoE box, insert Username in "Account Name" box, insert password in "Password" box and check the "Save password" box, check the "Show PPPoE status in menu bar" and click "Apply now". NB. leave the "Service Provider" and "PPPoE Service Name" fields blank.

      Now click on "PPPoE Options" and ensure that the following are checked "Connect automatically when needed", "Disconnect when user logs out" and "Send PPP echo packets". Click "OK" and then click on "Apply now".

      Now go to the menu bar at the top of the screen and click on the connection icon: < > . Click on "Connect" from the drop down menu. Finally open a Safari page and go to a web page to test the connection.

      For a more detailed explanation click here.

    11. Can I connect via a hub or Ethernet switch?

      In order to share the now service between your home computers, you will need to set up a router / gateway as described above. You can then connect a hub or switch to the LAN port of your gateway / router.

    12. Can I use a home network?

      Yes. You will need to set up your home network to share the Internet connection. First use a single PC to ensure that you are able to connect to the now wireless broadband service using your username and password. Then you will need to set up the router / gateway to connect to the now wireless broadband network. Connect the Ethernet port of the now modem to the WAN port of your router / gateway (you may need to use a cross-over Ethernet cable, depending on the specification of your router / gateway). You will need to configure the router / gateway to use the PPPoE function using your now username and password. You should now be fully set-up for home networking.

    13. Can I use my now service with an 802.11/Wi-Fi access point or gateway?

      Yes this is possible with your now wireless broadband service but you will need to have a gateway / router as described above. Many gateway / router products have built-in WiFi support or you can connect the WiFi access point to the LAN port of your gateway / router.

    14. Where can I buy a home router / gateway?

      Websites such as www.broadbandbuyer.co.uk provide information about such products and allow you to buy online. Alternatively, you can get help and buy these products at most computer retailers.

    15. Can I get this service in my area?

      To find out if you can get service in your area please click on "Can I Get It?" on this website. If your area is not covered you can register your details and we will contact you when it is.

      Click here to check if your area is covered.

    16. If my postcode is covered, does this mean I can definitely receive service?

      If your postcode is covered, it is highly likely that you can receive service. With wireless technology there is a small possibility that you will not be able to receive service due to weak signal strength but this will depend on your precise location.

      For example if you are in the shadow of a large building or hill you may have a problem with reception. As the now network expands the number of such cases is likely to decrease. At present, if your postcode is covered, you can try now risk free in your home. For further details see our Service Plans.

    17. Where can I use the service?

      The now service can be used in any room of your house where you have a signal since it is independent of your telephone line. Note that you are expected to use the service in the location that was provided for the postcode coverage test when you ordered the service. You can check for coverage in your area using the postcode checker.

      Click here to check a post code.

  • Can I get the now service?

    1. What do I need to order the service?

      You can order the service subject to the following conditions:

      1) Your postcode must be within the coverage area, Click here to find out if your area is covered.

      2) You must provide a credit card or debit card for payment, and

      3) You must choose a unique username and password for Login.

    2. What is now wireless broadband planning for customers in the future?

      We are currently developing other wireless broadband technologies that will be used in the future to deliver our services. Please register here to be kept up to date on developments.

    3. How can I order the service?

      Firstly you need to check that you are in the now wireless broadband coverage area by clicking on Can I Get It? You can then order online using this website.

    4. Who am I ordering the service from?

      now wireless broadband is provided by UK Broadband Limited, a wholly owned subsidiary of PCCW the largest telecoms provider in Hong Kong where their broadband service is provided to over 700,000 customers

      Your contract will be with UK Broadband Limited and this is the name that will appear on your bank statements.

    5. How do I return my now modem and receive my refund within the 30 day Money Back Guarantee period?

      If you decide that you do not wish to keep your now wireless broadband service for any reason you should contact now customer service who will arrange for your equipment to be returned. You can contact us up to 30 days after you successfully placed your order to qualify for the Money Back Guarantee. Your refund will be credited to your account as soon as possible.

  • How do I use the service?

    1. What is my IP address?

      Each time you connect to the your now wireless broadband service, you will be automatically allocated an IP address. This may change each time you connect. At this time we do not support static IP addresses, so your IP address may change each time you connect.

    2. Can I use now for interactive gaming?

      The now network has been designed to ensure that, for the majority of applications including many online games, the average packet latency will result in a high quality user experience. However, some high speed online games require very low packet latency times (less than 100ms) to be fully responsive. For these games your now wireless broadband service may be unsuitable as packet latency to and from the games server could be too high.

    3. Is my data secure?

      Your data is transmitted over radio waves using highly secure transmission encoding. This data cannot be "snooped" on. Once your data is transmitted onto the public Internet, it is equally as secure as data transmitted from any other source.

    4. Will there be any interference from other wireless networks?

      No. The now wireless broadband network operates in a dedicated licensed part of the radio spectrum to which only UK Broadband Ltd has access.

    5. How can I ensure that my PC is protected?

      As with any always on internet service you should consider using a firewall and antivirus software to protect your PC from hackers and viruses. now recommends McAfee® Antivirus and McAfee® Firewall Plus. You can download 90 day free trial versions of these software packages from your now installation CD.

    6. Is my machine accessible by others on the same network?

      Your machine is no more accessible to other now wireless broadband users than it is to any Internet users. If you are concerned about unauthorized access to your PC, you should consider using a firewall. now recommends McAfee® Firewall Plus and a 90 day free trial version of this software is available on the now installation CD.

    7. Who owns the now equipment?

      The now equipment supplied to you is essentially part of our network and remains the property of UK Broadband Limited. You are asked to take good care of it.

      If it malfunctions due to a warranty default or due to fair wear and tear, we will replace it. However, if it malfunctions due to misuse or accidental damage we may charge you a replacement cost as specified on your order form.

      If you terminate your contract with us, we will make arrangements for you to return the equipment at our cost. We reserve the right to charge you for the now modem if it is not returned.

  • About the now card

    1. What is the now card?

      The now card offers a truly wireless broadband experience for laptop users. The now card simply slots into your laptop and allows you to connect to the internet with no wires at all.

      Click here for more information on the now card.

      or

      Click here for to find out if you can receive the now card.

    2. How do I know where I can use the now card?

      If you are within a now card coverage area you will be presented with the option of ordering the card after you enter your postcode.

      The now card offers you broadband service throughout the home, or at work, in the now coverage area.

      Click here to find out if you can receive the now card.

    3. What speed do you get with the now card?

      The now card is optimised to provide a download speed of 512k. However, depending on signal strength the speed obtained may be slower or faster.

    4. Will the now card work with my Apple PowerBook?

      Unfortunately not. At present the now card will only work with Windows based laptops.

    5. What can I do to get the best reception from my now card?

      If the postcode checker at mynow.co.uk tells you that you are within the now card coverage area and you are not able to get a signal, there are a number of steps you can take. You can try unplugging the mini aerial and replacing it with the larger booster aerial. If that doesn't work try moving your laptop close to a window.

    6. How much of a drain is the now card on a laptop's battery?

      Using your laptop with the card you will notice that the laptop's battery will drain more rapidly. If you know you are going to a location where you won't have access to mains power for a period of time it is advisable to ensure that your battery is fully charged. For extra peace of mind you might want to carry a spare charged battery.

  • How do I pay for the now service?

    1. How is payment made?

      Payment is made monthly by regular recurring credit card or debit card.

    2. How am I billed for my now wireless broadband service?

      Each month you will receive an email summarizing your monthly charges. We will charge the amount shown on this email to your chosen card.

    3. When will the My Account facility be available to me?

      This facility will be available 24 hours after your service has been activated.

    4. What if my payment method changes?

      If for any reason you wish to change your payment method during the use of your service you can do so by logging in to the Customer section of this website and selecting Billing Services. You can log in from the home page of this site.

    5. Can I terminate my service at any time?

      Your contract with UK Broadband Limited starts the day after you place your order and you can cancel at any time during the 30 day Money Back Guarantee period set out on the order form or with one month's notice outside this period. If your service has a minimum commitment period (check your order form when you order) and you terminate your service during the minimum commitment period we will bill you for any outstanding service.

      On termination of the contract, equipment supplied by us to you must be returned. We may make a charge if our equipment is not returned.

      Click here to see our terms and conditions and here to see the product packages on offer.

    6. Do I need to renew my contract at the end of any minimum commitment period?

      No, if you take no action, the contract will continue until terminated. Beyond any minimum commitment period you may terminate without penalty with one months notice.

    7. What if I move house?

      As long as you move within the coverage area, you will still be able to subscribe to the service. You must however change your address details by calling our Customer Support Helpdesk. If you move outside of the coverage area you will need to contact us to terminate the service giving one months notice. You will still be required to pay for any minimum commitment period.

    8. What if I need a VAT receipt?

      The email bill generated on the same day of each month holds all VAT receipt details and is therefore the VAT receipt.

  • What other services does now offer?

    1. What other services does now offer?

      As well as providing account management services, now also offers an email service called now mail.

    2. How do I access the additional now services?

      You can visit mynow.co.uk to access services such as now mail and my account.

    3. How do I manage my account?

      The "My Account" function of the web site can be used for all aspects of managing your account. This facility is available a maximum of 48 hours after your service has been activated.

      Click here for ?quot;My Account?quot;.

    4. I am the principal account holder, why would I want to create extra Username for Login?

      You can create up to four extra usernames for login which can also be used for extra now email accounts. You may wish to do this to share the benefits of now with your friends and/or family.

    5. How do I access my now mail account?

      You can access now mail by logging into the web site at http://www.mynow.co.uk or log straight into webmail
      at http://webmail.mynow.co.uk/mail/




      Alternatively, you may wish to use an email client such as Microsoft Outlook Express.




      If so, your email client should be configured with the following settings:


      Incoming mail server (POP3): pop.mynow.co.uk


      Account Holder: [username@mynow.co.uk]


      Password: [your now password]


      Outgoing mail server (SMTP): smtp.mynow.co.uk

    6. Can I set up extra email accounts?

      Yes. You can create up to 4 extra email accounts by creating extra now usernames in the My Account section of the now website.

    7. Can I change email addresses?

      You cannot change the primary email address for your now account. However, it is possible to add usernames and therefore email addresses.

    8. How do I access my emails using web-based email?

      You can log in to the web site at www.mynow.co.uk using your now username and password. Then just click on Email.

    9. Is there a limit to the mailbox size?

      There is a limit of 50MB applied to each mailbox. If your mailbox is full you will not be able to receive more messages. You will receive a warning email when your mailbox is 90% full.

    10. Is there a limit to the size of an individual email?

      There is a limit of 8MB for any single message to be sent or received.

    11. I have other email accounts, can I still access them?

      If you have a web-based email account such as Yahoo or Hotmail you can just continue to use this. If your email is provided by your previous ISP, you should contact your previous provider to ensure that your email account remains valid once you have switched to using now wireless broadband. If not, we recommend you make use of our now mail service. If you do continue to use your previous email service using an email client such as Outlook Express, we recommend that you modify your account settings to use the server smtp.mynow.co.uk for sending email.

  • What do I do if I have a problem?

    1. My modem is unable to connect to the now wireless broadband service

      If you are having problems receiving a signal from your now modem please run through the following checks.

      1. Check that the power light on the side of your modem is green.
      2. Check that your installation CD has installed correctly, by ensuring that you have a now wireless broadband icon on your desktop.
      3. Check that your modem is connected to your computer using the Ethernet or USB cable supplied in your product pack.
      4. Check the signal strength you are receiving either by checking the lights on your modem or by looking at the signal strength graph on your now wireless broadband dialler (under network).
      5. If your signal strength is poor try rotating your modem, changing its positioning and trying to position it in as much natural light as possible.
      6. Try rebooting your computer
      7. Check that you have entered the correct username and password. If they are incorrect then use the change username function on your dialler to edit these and try connecting again.
      8. If you have completed all of the above steps and you still cannot connect to your now wireless broadband service please email us at support@mynow.co.uk

    2. My now modem is unable to connect, but it was working before

      Please refer to the question 'My modem is unable to connect to the now wireless broadband service.'

      In addition please check the following:

      1. Have you moved the now modem to another room? If so check the signal strength received in this room by clicking on your now wireless broadband desktop icon or looking at the lights on your modem. If the signal strength is weak or of poor quality, try changing the orientation of the now modem or move it to a different part of the room or house until you receive a stronger signal.

      2. Have you changed the orientation of the now modem. If so then check the signal strength by clicking on your now wireless broadband desktop icon or looking at the lights on your modem. If the signal strength is weak try moving the now modem until you find a stronger signal.

      3. Have you placed something next to your now modem that was not there before for example a metallic object or another computer? If so try removing this object and then check the signal strength.

    3. The performance is not as fast as I expected.

      Although the performance of now is designed and managed to offer users the best possible service its speed may vary during the day. This is because now is a shared service and therefore throughput may differ when many people are using the network simultaneously. This is typical for any contended broadband network.

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