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We will provide you with the fastest connection speed that your phone line will reliably support. The actual speed that you get will depend on a number of factors, such as the quality of your phone line and the length of the line between your home and the local phone exchange.

Although the connection speed will be set during the ten day testing period, the actual speed at which you can download will vary depending on a number of factors. Speed may then be limited by, for example, general congestion on the Internet or a number of heavy broadband users connecting to the same telephone exchange as you. We advise that during peak usage times it is likely that download speeds no greater than 3Mbps will be achieved.

Further information about factors affecting broadband speeds can be found in our Understanding Broadband Speeds article.

Do I need a BT Phone line to use Lucid Networks Broadband

You will need a working BT phone line in order to use our Business Broadband and Fibre Broadband services. You do not need a BT phone line to use our SDSL Broadband Services. If you don't already have a phone line, our LucidTalk service provides a suitable phone line, on a one month contract at competitive rates, all on a single bill.

Further information about factors affecting broadband speeds can be found in our Understanding Broadband Speeds article.

How do I know what broadband speeds I will get?

Simple contact our support team, and we'll test your line and give you an indication of the download speed that it will support based on an estimate of line length. Due to line quality issues which only become apparent once your broadband service is activated, the maximum broadband speed may be below the original indication provided prior to ordering.

During the first ten days of service your line will fluctuate and you may get intermittent connection issues as it is tested to determine the fastest speed that it will support. You are more likely to stabilise at a higher speed if you leave your router on continuously or connect to the broadband service as much as possible. We recommend connecting your ADSL router to a BT Master Socket (where available) to maximise performance and stability.

What does my monthly download usage include?

Your download usage is measured against what you download from the Internet. It is important to note that this is not just storing a file or document from a website but also covers activity such as, watching videos on websites and listening to radio stations over the Internet. The list below is a guide to activity that is classed as a download and will be counted towards your usage allowance.

General Internet browsing
Receiving and reading e-mails
Downloading files
Listening to Online radio stations
Online Gaming
Watching videos and TV programmes on sites such as YouTube or BBC's iPlayer

Please note that anything you upload does not affect your monthly download usage allowance.

Our Download Usage Guide will help you to assess your approximate monthly download usage.

Will I be able to see how much of my download usage allowance I have used?

It's not currently possible to see your usage in real time.

Will I be contacted if I am reaching my usage limit?

Yes. We will contact you once you start to near your bandwidth threshold, at 75% and 90%.

You will then be given the opportunity to purchase additional GB .

What happens if I exceed my download usage allowance?

If you exceed your monthly usage allowance, your broadband service will be temporarily suspended. Contact our support team and they will be able to arrange for you to purchase additional GB of usage.

In order to avoid any delays to your Internet connection by running out of bandwidth, you can pre-purchase extra GB at any time by speaking to our support team . This banked amount will only be used when downloads exceed the monthly limit, and will rollover to the next month if not used. Partly used GB will be rounded up to the nearest MB at the end of each calendar month, ensuring that the maximum amount is carried over into the next month.

How much will it cost me to buy extra GB above my usage allowance?

As at 20th September 2010, the price of each additional GB of usage is £1.27 + VAT

Is the usage upstream and downstream?

No. The limits apply to downstream usage only.

If I do not use all of my usage allowance, can it be transferred to any following month?

Only the additionally purchased "banked" GB will be carried over into subsequent months. Any usage included in the monthly download usage allowance will not be carried over.

When does usage reset?

The usage statistics are reset at 12.01 GMT on the 1st of each calendar month and will last until the final day of that particular month.

Those customers joining the service at any point within the month will still benefit from the full allowance.

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

We normally expect to deliver your broadband service within 7-10 working days of you placing your order with us.

If you have ordered a new telephone line, either from BT or through Lucid Networks, it can take several working days after the installation of the phone line BEFORE we can submit your broadband order.

We cannot be held responsible for any delays in your order, and you should wait until we provide you with a firm install date before making plans which depend upon your broadband service being available.

I am a customer with another Internet Service Provider, how can I move to Lucid Networks?

You can move to Lucid Networks for free, and without any downtime.

In order to take advantage, you must contact your existing Internet Service Provider (ISP) and ask them to provide you with a Migrations Authority Code (MAC).

Without the MAC code, we cannot migrate your service without incurring an installation charge, and downtime of at least 7-10 working days.

Please make the ISP aware that you are migrating to another ISP and do not want your ADSL service ceased (cancelled) until the migration has been completed.

What is the minimum contract length for your broadband services?

There is a minimum contract length of one month for our Lite, Active, Pro, Office and Office Max broadband services and a 12 month minimum contract length for our SDSL broadband services.

How much will it cost to upgrade to a different Lucid Networks broadband service?

If you wish to regrade to Lucid Networks Lite, Active, Pro, Office and Office Max, you can do so free of charge. To regrade to our legacy products Lucid Networks Office 500, 1000 or 2000 the current charge is £15.00 ex. VAT.

How long does it take for existing customers to re-grade from one product to another?

We expect to provide a re-grade within five working days. A re-grade occurs when you move from one of our broadband products to another.

Your old broadband service will continue as usual until the regrade date and there will be no break in service during this process.

Can I keep my current broadband service if I move premises?

Yes. There is no problem in keeping the same broadband service when you move premises, simply contact our support team, and we will be happy to help.

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0800 862 0095
sales@lucidnetworks.co.uk