Frequently Asked Questions

Broadband FAQs

Ive got the connection kit and CD but Im having trouble with the installation of Supanet broadband. What can I do?

It could be that you are trying to connect using your Supanet username, when you should be connecting with your Supanet Connection Login, which is different.

Details of your Connection Login were on the page to which you were directed in your broadband activation email. They are also available to you by completing the relevant fields on the Supanet portal at myaccount.supanet.com.

Remember, if you can't yet connect on broadband, you can still view information, the help section and other advice using your Supanet dial-up connection.

If you continue to experience problems, please contact us.

How many PCs can be connected to my Supanet broadband connection?

You can only directly connect one PC to your Supanet broadband connection. However, it is possible to connect other PCs or notebooks wirelessly or otherwise. Supanet does not support any connection or hardware beyond the initial direct connection, however, and will not be liable for performance issues arising out of such use.

Please see the section on wireless routers for more information.

What happens if I have more than one telephone line in my home?

You can only use Supanet broadband with the telephone line that belongs to the telephone number you gave us when you signed up for your broadband package.

You cannot use one broadband connection with more than one telephone line.

Can I still use my telephone line while I am connected to the internet via Supanet broadband?

Yes. You can still take telephone calls, faxes and even access the internet via a dial-up internet connection from another PC, with your broadband connection. You will receive a bill from your current telephone operator for telephone calls as normal.

Can I keep the same email address?

Yes. Your Supanet broadband connection only affects the way you connect to the internet - not your email settings.

What happens to my broadband connection if I move home?

If your new home is capable of receiving broadband then we will terminate your current contract until you have relocated. We will then sign you up for another 12-month contract, and request BT to enable broadband at your new home.

If your new home is not capable of receiving broadband or you do not wish to continue with your Supanet broadband connection, you will be contractually obliged to pay the remainder of your 12-month contract or a one-off cancellation fee of 60, depending on your level of usage prior to the contract being cancelled.

How do I contact Supanet broadband support?

Full contact details for all Supanet services can be found in the Contact Us section of our Help channel.

How do I know the amount of bandwidth I have used?

You can easily check the amount of bandwidth you have used on a daily and monthly basis by visiting My Account.

Once you have logged in, select "I wish to view bandwidth usage of my broadband account".

Then select the month you require and click "view usage".

Each month is broken down by day, with an accumulated total for the month at the bottom of the page.

Please note that the monthly breakdowns appear as billing months.