VDSL FAQ’s
What is Fibre to the Cabinet (VDSL)?
VDSL stands for “Very-high-bit-rate Digital Subscriber Line” and is broadband delivered over the copper telephone network, which is owned and operated by open eir. Fibre is delivered to the cabinet and homes are connected via copper wires to the cabinet. This allows for speeds of up to 100 Mb/s to be reached.
How does Westnet fit in?
open eir is a wholesale operator and does as such not deal directly with the public, so you contract directly with Westnet for VDSL. We will take your order, help you through the installation process, provide you with a high speed wireless router, invoice you and provide any support that is needed for as long as you are our customer. Note that open eir is solely responsible for maintenance of and fixes on the copper infrastructure.
What speed can I expect with VDSL?
VDSL is capable of delivering up to 100 Mb/s download and 20 Mb/s upload. However, speed is based purely on location so the closer your house is to the nearest fibre enabled telephone cabinet the higher speed you can get. We will send your eircode to open eir for them to index – a process that will tell us the speed you can expect at your premises. Alternatively if you have an active landline number or an active DSL connection we can use that to determine the speed your line can support.
What is indexing and how long does it take?
Once you prequalify for the VDSL service we need to determine the kind of speed you can expect based on your exact location. We contact open eir and based on your eircode they will ascertain the download and upload speeds that should be available to you. This is called indexing and it usually takes a couple of working days from the day we submit the indexing request. Once we receive the result we will send you an email with the information so you have an idea of what to expect should you choose to sign up for this service.
Note that if you have an active landline number or an active DSL connection we can use that to determine the speed your line can support. Westnet will run the checks so we will have a result much quicker than where we have to ask open eir to perform the check.
What are the data caps on VDSL?
Many internet access providers claim to provide unlimited downloads but when you read the small print you discover that they apply a limit after all. Westnet guarantees that we offer truly limitless data downloads as a core component of our VDSL package.
How much is the VDSL installation fee?
Westnet does not charge you an installation fee for VDSL.
Can Westnet provide a phone service with VDSL?
Yes – Westnet can offer you a Voice over IP (VoIP) service which is a phone service that works just like your old landline, just better quality and cheaper. You can even keep your phone number if your current phone line is active. All you have to do is to send us a copy of your most recent phone bill (max 3 mth old) – it must display the provider’s name, your name and address and your UAN (account number) all of which should be printed on the front page of the bill.
When you “port” your existing phone number to us you can continue to use your old phone as before by simply plugging it into the router, we provide you with as part of the VDSL installation, instead of the phone socket on the wall. Please click here for more information regarding our VoIP service http//www.westnet.ie /VoIP
How long is the term of the contract?
When signing up for VDSL with Westnet you sign a 12 month contract. If you are moving house during this period you will have to pay us for the unused part of the contract. Note that if you live in rented accommodation you need to get permission from your landlord prior to placing an order for VDSL.
Once your initial 12 months are honoured your contract runs until you give us 30 days prior written notice of termination.
What is the “cooling off period”?
The cooling off period is a period within which you are allowed to change your mind and cancel your order without reason or any penalties. The cooling off period starts on the day the contract is concluded i.e. the day you receive your contract from us and runs for 14 days. You must inform us of your decision to cancel by post, email or by using the form on our website. Note however that if the VDSL has been installed and switched on with your prior explicit approval during the cooling off period you waive your right to cancellation without cause during the remainder of the cooling off period.
Will Westnet increase the price of VDSL?
Unlike many other operators who offer preferential pricing to entice new customers only to increase them after six or twelve months, we believe in charging a fair price to all our customers equally. As such, there is no price increase built-in to the contract. We can’t promise that we will never increase the price, but to date we’ve never had to do so.
What is the ordering process?
Once you have decided on Westnet as your new VDSL provider you simply contact us and place your order. You can contact us on 094-906-7444 or send us an email at sales@westnet.ie. A member of our experienced sales team will then get back to you and walk you through the process from order to installation.
We place the order with open eir who in turn accepts it and gives us available appointment dates closest to the day of the order. Unless you have specified otherwise we select the closest date and contact you with the appointment date. If that date is not convenient simply contact us and we will reschedule up to 48 hours before the date of the original appointment. Please note that we can not book a specific time slot for you as all appointments are all-day appointments. This means you have to make yourself, or a representative of yours, contactable and available at your premises all day in order to let the technicians into your house.
At this initial appointment the technicians will assess your property. If the installation is straightforward they will complete the install on the day. Should any issues arise your installation will be delayed until a resolution has been arrived at by open eir and KNIS. The technicians will explain the issue to you prior to leaving your premises. Where the onus is on you to fix the problem they will ask you to contact us when you have sorted the issue out so we can set up a new installation appointment on your behalf. Where the onus is on open eir they will agree on the best course of action & estimated time frame at which point they will allow us to reschedule your appointment.
Who installs VDSL at my home?
open eir has outsourced the installation of VDSL at customer premises to a subcontractor called KNIS.
What is the installation process?
Installation of VDSL is usually relatively straightforward as the majority of homes already have a copper phone line connecting the property to the local exchange. It doesn’t matter whether that phone line is in use or not at the time of your VDSL order. Two scenarios apply to VDSL installations:
- Active VDSL line at premises – your connection to Westnet will be switched over without the need for a visit by a technician.
- No VDSL line at premises – a technician will have to visit your premises to determine what needs to be done in order to connect you. It may be a simple upgrade of the NTU wall unit or running of a phone cable where there is no phone line in existence.
The NTU wall unit is basically a phone socket but it needs to be a newer model with two ports to work with VDSL. Newer NTUs with two ports have an image of either a phone or a PC above the ports. Where a phone line has never been installed the technician will need to bring in a phone cable to your house. The technician will assess and report back to you in regards to any work that is required such as installing or unblocking of ducts on your land.
The final step in regards to either scenario is to connect your wireless router, provided by us, to the port with the PC image on the NTU wall unit and you should be ready to enjoy high speed internet access.
What is the lead (waiting) time for VDSL installation?
The lead time for installation varies depending on open eir’s current activity levels. Generally speaking you can expect an appointment within one working week of placing your order with Westnet. This estimate does not apply around Christmas where the lead time is longer due to high demand.
How long does it take to get connected?
The vast majority of customers get connected on their initial appointment date. Where an issue is discovered, installation will take longer. How much longer will again depend on the type of issue that needs to be resolved. Where open eir needs to install new poles on land owned by a 3rd party resolution will take substantially longer than a circumstance where some trees need to be trimmed in your garden. We will always endeavour to keep you informed as we receive updates from open eir. Where the onus is on you to do something at your premises you are in control of the delay. Once you inform us you have fixed what needs fixing we will reschedule your appointment.
What can delay a VDSL installation? Can there be problems with the installation?
In some cases the installation of VDSL at your premises is halted when an issue is identified.
A variety of issues such as no duct on premises, duct is blocked, additional poles are required for an overhead drop, trees are obstructing access to the pole etc. If an installation is aborted due to an issue open eir will inform Westnet and we will contact you to discuss how to move forward from here.
Note that an installation will also be aborted on the day if you, or a representative of yours, are not contactable and available at your premises to provide access to the technicians. If you have agreed to the date of visit in advance and are not contactable/available on the day after all, we reserve the right to pass the associated missed delivery fee on to you. You can always reschedule an appointment by giving us no less than 48 hours notice.
How do I connect to VDSL in my home?
Prior to your appointment date Westnet will send you a high speed wireless router via DPD. The router will arrive pre-configured and with clear instructions on how to connect it to the NTU wall unit once that will have been installed at your house.
Will the VDSL service provide WiFi coverage throughout my home?
We can not guarantee that the VDSL package will provide coverage to every area of your home. The range of the router will depend on the size and type of construction of your property. WiFi coverage will be negatively impacted by factors beyond our control such as thick concrete walls and foil insulation. To help address this issue we offer a WiFi Mesh product to extend your WiFI around your home to eliminate any WiFi ‘not’ spots. FRITZ! Clip – Extend your WiFi with Mesh Please contact us for further information.
How do I pay for VDSL?
Westnet is offering multiple payment options to make it easy for you to pay. We strongly encourage you to sign a Direct Debit mandate to allow us to collect the amount owed from you every month. This way you never miss a payment as long as you have sufficient funds in your account to cover your outstanding balance.
When is my invoice due?
We issue invoices on the 1st of each month and it becomes payable by the 15th of the same month. If you pay via direct debit the money will be collected on the 15th or the first business day thereafter if the 15th falls on a weekend or public holiday.
Who do I contact if the VDSL service isn’t working?
We have a friendly support team based in Castlebar that will be happy to help you with issues related to your VDSL service. You can either send a text on 087-644-7897, call us on 094-906-7444 or drop us an email @ support@westnet.ie
Our support team will do some initial troubleshooting and if they determine that there is a fault on the line they will report the fault to open eir. We will notify you when we have reported the fault and estimated resolution time.
How quickly does Westnet respond to my queries?
When you get in touch we will endeavour to get back to you within one working day. If you call us we will attempt to return your call and we may respond via email/ SMS to your written queries where it makes sense to do so.
How quickly will a VDSL fault get fixed?
Usually a VDSL fault is fixed within 24-48 hours from Westnet reporting the fault to open eir. Once Westnet reports a fault on an installation we can do nothing further but to monitor progress as we have no control over open eir’s fault resolution process. We will let you know that we have reported a fault on your behalf and provide you with an estimate of expected resolution time based on what we are experiencing at that point in time.
If we receive no fault resolution updates from open eir we can try to escalate the issue but again – open eir has full control over the fault resolution process.
Why do I not get the max speed when running a speed test?
The only way to get an accurate speed test reading is by plugging a laptop directly into the router.
Running the speed test over WiFi is also likely to result in lower test results. When a WiFi router detects other devices broadcasting a WiFi signal it will back off its data rate performance to ensure internet packets are delivered and not dropped. When you perform a speed test it is common for the router to drop back on its data rates and you will see a lower result. This is not always a fault with your connection, it is a mechanism to ensure your internet packets are delivered reliably. This is especially the case when using the 2.4 Ghz radio channel as most wireless devices such as microwaves, baby monitors, video senders etc. use this frequency.
Can I take VDSL with me if I move house?
No – as cables are brought into your house on installation they can not be moved to a different location. Remember that if you move house during your initial 12 month contract term you need to settle the outstanding amount related to the unused portion of the term.
I already have VDSL through another provider but want to move to Westnet.
We will be happy to help facilitate a switch of your service to us provided you give us your UAN (8 digit number) at the time of order. Your UAN should be displayed on your monthly invoice – alternatively you can contact your provider and ask for it – legally they must provide it to you. Once we have your UAN we will cancel the service for you once VDSL has been switched on at your premises.
You can still switch to us without a UAN but this means that you yourself will have to cancel the service with your old provider once your new VDSL connection is up and running with Westnet.
I have an active landline I want to keep – can I still get VDSL?
Yes – if you have an active landline that you use and want to keep with your current phone provider you can do so. We do not charge you for line rental as you pay that already to a different provider so we apply a €15 per month discount to your VDSL package. In order for us to be able to apply this discount you must provide us with your UAN number when you place your order with us. Your UAN number is an eight digit account number that should appear on your most recent phone bill.
Do you have any specials or deals on at the moment?
At Westnet we do not believe in differentiating between our customers. As a result we do not run special campaigns or offer discounts. All our customers, old or new, will avail of the best service at the most competitive price we can offer.