Freeserve HomeTime is the off peak Internet access service offered to Freeserve members who wish to benefit from free Internet calls at evenings and weekends. Freeserve HomeTime was known as Off Peak Freeserve Time before December 2000.

1. You must be a Freeserve member. Freeserve members have a Freeserve username and password. The username is everything that comes after the @ sign in your Freeserve email address. Therefore, if your email address is john@smith.freeserve.co.uk, your username is smith.freeserve.co.uk; similarly, if your username is mary@jones.fsnet.co.uk, your username is jones.fsnet.co.uk. Please note that all Freeserve passwords are case sensitive i.e. apple is not the same as Apple or APPLE
2. You must be a BT customer with a BT phone line. Unfortunately, the Freeserve HomeTime service is not available to Cable customers.
3. You must register for your choice of BT evening and weekend call discount packages and then return to Freeserve at www.freeserve.com/time/HomeTime.htm to begin the registration process for Freeserve HomeTime.

That's right. In order to benefit from free off peak Internet calls, you need to register for your choice of BT's evening and weekend call discount packages at www.bt.com and then also register for Freeserve HomeTime at www.freeserve.com/time/hometime.htm.

You can find out all you need to know about the BT packages at www.bt.com or by calling BT on Freefone 0808 100 1441. Most customers should choose either BT Surf Together or BT Talk & Surf Together. Unfortunately Freeserve cannot offer advice or help regarding the operation, pricing or billing of any BT packages, however we will be pleased to offer help with any questions concerning Freeserve HomeTime.

Completing the Freeserve HomeTime online registration forms should take no more than 5 minutes. Remember, in order to complete the registration YOU MUST also complete your application for a BT evening and weekend call discount package.

Once you have signed up for your chosen BT evening and weekend call discount package, they will ensure that your line is activated for free off peak Internet calls within 7 days. It will also be around 7 days after you have subscribed on the Freeserve website for Freeserve HomeTime that we email you with instructions on how to activate your new service. So we suggest that you subscribe to Freeserve HomeTime immediately after you sign up with BT to ensure you can take advantage of Freeserve HomeTime as quickly as possible. Important: the activation email will go to your Freeserve email address (this does not include FSMail addresses).

The activation email sent to your Freeserve email address will contain a link to a special page on the Freeserve website where you can download your new dial-up settings.

By following all the instructions in the activation email, you will successfully upgrade the dial-up settings on your computer to correctly dial-up to the Internet using Freeserve HomeTime.

If you access the Internet before you receive your activation email from Freeserve in your Freeserve email account you will not have upgraded your dial-up settings and you will probably be charged at local call rates every time you access the Internet.

To make joining Freeserve HomeTime as easy as possible for you, we have taken every measure to simplify the steps involved online, during registration. Therefore, as you can understand, Freeserve cannot be responsible for Internet call charges incurred if instructions are not followed correctly.

Freeserve will endeavour to ensure that you receive the level of service that you expect from the UK's No.1 Internet Service Provider.

The simple answer is that you cannot have one without the other. To register for Freeserve HomeTime, you must first sign up for one of the BT evening and weekend call discount packages. Use of a BT call package requires customers to sign up with a participating Internet Service Provider. Freeserve is one of the Internet Service Providers working with BT to bring you Internet access at the evenings and weekends.

If you sign up for Freeserve HomeTime but no BT call discount package, you will not have successfully completed the entire process. You will be charged at local call rates on your BT bill every time you access the Internet. If you sign up for a BT call package but not with Freeserve HomeTime you will not have successfully completed the entire process. BT will bill you for your chosen package accordingly but if you have not also completed the registration and activation for Freeserve HomeTime, then you will not be using the correct dial-up number and therefore you will be charged at local call rates every time you access the Internet. To make joining Freeserve HomeTime as easy as possible for you, we have taken every measure to simplify the steps involved online, during registration. Therefore, as you can understand, Freeserve cannot be responsible for Internet call charges incurred if instructions are not followed correctly.

We will email you with instructions on how to activate the service, including how to get your new dial-up number, at your Freeserve email address around 7 days after you register with Freeserve HomeTime. Important: the activation email will go to your Freeserve email address. (Please note the activation email will not be sent to an FSmail email address but a standard Freeserve address only).

Most customers signing up for Freeserve HomeTime will already be dialing up using the Freeserve No Ties number. If you continue to use this number you will be charged at local call rates.

However, if you follow the instructions in the activation email we will send you around 7 days after you complete your registration with Freeserve HomeTime, you will be configuring a new number which will enable you to benefit from free off peak Internet calls. You will also need to ensure that you are calling from a line which BT has enabled for free off peak Internet calls. You will have done this only if you have registered for your choice of a BT evening and weekend call discount package.

If you wish to access the Internet during peak periods, you can continue to do so but will be charged at local call rates. We will provide you with a different phone number for Internet calls at peak times as the off peak number will not be operational between 8am and 6pm on weekdays.

Ever changed your ISP before and been left with their branding all over your computer? It’s not always that easy to remove unwanted branding, but Freeserve has put together some simple step-by-step instructions so you can remove it all without any problems.

We have provided instructions below for removing the most common combination of AOL version and operating system. If these instructions do not apply to your current operating system or ISP then don’t worry, as we will be adding more step-by-step instructions for other combinations and ISP’s soon.

Removing AOL from your computer – step-by-step instructions

Whilst the combinations above are the most commonly used there will be other variations of AOL versions and Operating systems. Instructions for these will be fairly similar to those below but if you are unsure about what to do then call the Freeserve Technical Support team on 0906 2 517517 who will talk you through the procedure. (Lines open 24 hours a day, 7 days a week and calls are charged at 50p per minute and may be monitored for training purposes).

Uninstalling AOL 6.0 from Windows 98

• Before starting this uninstall please close any open windows or programs
• Go to your desktop and double click the ‘My Computer’ icon
• Double click on the ‘Control Panel’ icon
• Double click on ‘Add/Remove Programs’
• Click once on ‘AOL UK’ to highlight
• Click on the ‘Add/Remove’ button

You should now see a page displaying the following message: ‘Please wait while we look for versions of AOL on your computer. No changes are being made’.

Once the search is complete, a further page will be displayed with the heading ‘Uninstall AOL’ listing how many versions of AOL have been found and when they were last used. For example:

At the bottom of this page there is a section marked ‘Select which files you would like to keep - these files will be moved to the desktop.’

Both of the following boxes should be ticked to ensure that the files are saved for you:

• Ensure that the ‘Downloaded files’ box is ticked
• Ensure that the ‘Personal Filing Cabinet files’ box is ticked

These should already be ticked. If not, you can tick the boxes simply by clicking in them.

• Highlight the versions to be removed by clicking each of them in turn.
• Once they are all highlighted, click the ‘Next’ button to continue.

The following page will display the message ‘Uninstalling’

When this process has finished the message ‘Uninstall Successful’ will be displayed

• Click on ‘Finish’

A prompt will be displayed asking you if you want to restart your computer.

• Select the ‘OK’ button and the computer will be shut down and restarted for you.
• When your computer has restarted, double click on the ‘My Computer’ icon
• Double click on ‘Dial Up Networking’

You will see the following icon ‘AOL Dial-on Demand feature. Please do NOT delete this’. This may be followed by the word ‘default’

• Right click on this icon and click on ‘Delete’
• Confirm the deletion by selecting ‘Yes’

You may want to remove some of the remaining files that AOL has left on your computer.

• Click on ‘Start’
• Click on ‘Find’
• Select ‘Files or Folders’
• In the box marked ‘Named’ type in the word AOL
• In the box marked ‘Look in’ select your hard drive. This is usually called ‘C’.

A list of files will be displayed. The following files must NOT be deleted:

For any other files that you do not want to keep

• Right click on the first file you want to delete
• Click on ‘Delete’

You will be asked ‘Are you sure you want to send ‘filename’ to the Recycle Bin?’

• Click on ‘Yes’

Repeat the above process for all files you want to delete.

CONGRATULATIONS! You have now successfully removed AOL from your computer.

The folder AOL saved PFC contains the files that AOL have saved for you.

Uninstalling AOL 5.0 from Mac OS 9.0.4

• Insert the AOL CD
• Double click on ‘Install AOL UK’
• Double click on ‘Install AOL 5.0’
• Click on ‘Continue’
• Select ‘Uninstall’ from the drop down list
• Click on ‘Uninstall’
• Click on ‘Continue’
• Click on ‘OK’
• Click on ‘Quit’

AOL has been uninstalled. However, the following items will be left behind:

• An AOL folder in the Preferences Folder
• An AOL 5.0 folder on the Hard Drive
• AOL Backup Installer in the System Folder
• AOL 5.0 Alias in Apple Start Menu Items
• AOL TCP/IP configuration

The first four of these can be clicked on and dragged into the trash can

• Click on the Apple Menu
• Click on the ‘Control Panel’
• Click on ‘TCP/IP’
• Click on ‘File’
• Click on ‘Configurations’
• Highlight AOL and click on ‘Delete’

If the ‘Delete’ button is greyed out and you are unable to select it following the instructions below:

• Highlight, by clicking once, a different entry in the list
• Click on ‘make Active’
• Click on ‘File’
Click on ‘Configurations’
• Highlight AOL and click on ‘Delete’

Freeserve HomeTime is an ‘unmetered’ Internet service that Freeserve offers to its customers. This service is only available for customers dialing in from a single ‘fixed’ telephone line. When you register, you are asked to provide the telephone number that you will be using to connect to Freeserve. When you dial in from this location and connect using the HomeTime service your calls are free. This means that if you wish to connect to Freeserve from another location, using a laptop for example, you cannot do so using your HomeTime account.

These simple step-by-step instructions will show you how to check you are using the right number for HomeTime and, if necessary, how to change it. It's important to remember on HomeTime that if you use the incorrect number during off peak hours to connect to your Freeserve HomeTime account, you may incur call charges.

HomeTime Dialler Users

If you have an icon on your desktop called Freeserve HomeTime:

• Right click on the icon
• Click on Properties from the menu
• This will take you to a screen that displays a phone number and a backup number.

IMPORTANT – The backup number should be empty. The telephone number should read either 0844 0402001 or 0844 0404951. If you are connecting at peak hours(weekdays)the number should read 0845 2402613.

To alter the number if it is not correct:

• Click on Phone Book
• Click on the correct number listed

If you do not use the Freeserve Connection Manager then you can check your access numbers in the following way:

Windows 95 (Internet Explorer 4):

• Double click My Computer from the Desktop
• Double click Control Panel
• Double Click the icon called ‘Internet’
• Select Connection from the tabs at the top
• Make sure the option “Connect to the Internet using a modem” is selected.
• Click the Settings button to the right
• From the list of Dial-Up Networking connections select the Freeserve HomeTime connection.
• Click on the Properties button
• The number should read 0844 0404951 or 0844 0402001
• From the list of Dial-Up Networking connections select the Freeserve HomeTime Peak connection.
• Click the Properties button
• The number should be 0845 2402613
• Click OK

Important: Do not leave this connection selected if you want to connect at evenings and weekends or you may incur call charges.

• From the list of Dial Up Networking connections select the Freeserve HomeTime connection
• Click OK and OK again to return to the Control Panel

Windows 98 or above (Internet Explorer 5):

• Double click My Computer from the Desktop
• Double click Control Panel
• Double click the icon called ‘Internet Options’
• Select Connections from the tabs at the top of the window
• Click on the Freeserve HomeTime connection and click Set Default
• Click on Settings
• Click on Properties
• The number should read 0844 0404951 or 0844 0402001
• Click OK and OK again
• Click on the Freeserve HomeTime Peak connection
• Click on Settings
• Click on Properties
• The number should read 0845 2402613
• Click OK, OK and OK again to return to Control Panel

Apple Mac

To check the number you are dialling on your Apple Mac computer do the following:

• Click on the Apple Menu
• Click on Control Panels
• Click on Remote Access (PPP on some older Macs)
• The Freeserve HomeTime connection should appear
• The number should read 0844 0404951 or 0844 0402001

To check the Freeserve HomeTime Peak connection:

• Click on File
• Click on Configurations
• In the list should be a Freeserve HomeTime Peak connection
• Highlight this and click Make Active
• The number should read 0845 2402613

Important: Do not leave this connection active while connecting at evenings and weekends or you may incur call charges.

• Click on File
• Click on Configurations
• In the list should be a Freeserve HomeTime connection
• Highlight this and click Make Active
• Click the square at the top left to close Remote Access

To use Freeserve HomeTime we need to be able to see the phone number that you are dialling in from (Caller Line Identification or CLID). In other words if you normally withhold your phone number using the '141' feature it will need to be overridden on your computer for you to be able to use Freeserve HomeTime. The following instructions will help you to do this.

Check whether your CLID (phone number) is presented

If you are unsure whether your CLID (phone number) is being presented, simply call someone (either a friend or a mobile phone). Make sure you use the phone line that the computer is connected to.

If you have called a mobile phone, your name or number should appear on the screen. If it does not, you are not presenting your CLID and you need to follow these steps.

If you have called a friend, ask them to ring 1471 immediately after your call. If your number is not read out, then you are not presenting your CLID and you need to follow these steps.

Alternatively, you can contact BT and ask them to have the bar that is witholding your phone number removed.

Please note that if your CLID is withheld, the instructions below for overriding this will need to be applied whenever you reconfigure your computer (for example if you upgrade from No Ties to HomeTime).

Ensure that your CLID is being presented by following the instructions that relate to your Operating System:

If you have Windows 95

• Double click ‘My Computer’ on your desktop
• Double click ‘Dial Up Networking’ Right click on the Freeserve HomeTime icon.
• Click ‘Properties’
• Remove the tick from ‘Use country code and area code’
• Click in the ‘Telephone number’ box and enter 1470, before the number
• Click ‘OK’

If you have Windows NT4

• Double click ‘My Computer’ on your desktop
• Double click ‘Dial Up Networking’
• Select ‘Freeserve AnyTime’ from the drop down menu
• Click ‘More’ and select ‘Edit entry and modem properties’
• Remove tick from ‘Use telephony dialling properties’
• Click in the ‘Phone number’ box and enter 1470, before the number
• Click ‘OK’

If you have Windows Millennium

• Double click ‘My Computer’ on your desktop
• Double click ‘Control Panel’
• Double click ‘Dial Up Networking’
• Right click on the Freeserve HomeTime icon
• Click ‘Properties’
• Remove the tick from ‘Use area code and dialling properties’
• Click in the ‘Telephone number’ box and enter 1470, before the number
• Click ‘OK’

If you have Windows 2000

• Double click ‘My Computer’ on your desktop
• Double click ‘Control Panel’
• Double click ‘Network and Dial Up Connections’
• Right click on the Freeserve HomeTime icon
• Click ‘Properties’
• Remove the tick from ‘Use dialling rules’
• Click in the ‘Phone number’ box and enter 1470, before the number
• Click ‘OK’

If you have an Apple Mac

• Click on the Apple menu
• Choose ‘Control Panels’
• Click ‘Remote Access’
• Click the ‘File’ menu
• Choose ‘Configurations’
• Click on ‘Freeserve AnyTime’
• Click ‘Make Active’ and click ‘OK’ (If Make Active is greyed out, just click ‘OK’)
• Click in the ‘Telephone Number’ box and enter 1470, before the number
• Click ‘OK’

Users of the latest operating system from Microsoft Windows XP, may find the following hints and tips useful when connecting to the Internet.

This new operating system from Microsoft is a radical departure from the traditional Windows based operating systems you may be used to. As a result there are several design features of the product, which you need to be aware of when setting up a Freeserve Internet access on some models of PC.
Find below some instructions to help you.

HOMETIME MANUAL CONFIGURATION ON WINDOWS XP

To manually configure a PC running Windows XP to Freeserve HomeTime, follow the steps below:

• Click ‘Start’, then ‘Connect To’
• Click on ‘Show all connections.’ This will open up the ‘Network Connections’ window
• Click on ‘Create a new connection’ on the left
• Click on ‘Next’
• Choose ‘Connect to the Internet’ and click on ‘Next’
• Choose ‘Set up my connection manually’ and click on ‘Next’
• Choose ‘Connect using a dial-up modem’ and click on ‘Next’
• Type Freeserve HomeTime Evenings in the ‘ISP Name’ box and click on ‘Next’
• Type 08440402001 in the ‘Phone Number’ box and click on ‘Next’
• Type your Freeserve username in the ‘User name’ box
• Type your Freeserve password in the ‘Password’ and ‘Confirm password’ boxes
• Put ticks in all the boxes below (note: the Internet Connection Firewall is optional) and click on ‘Next’
• Put a tick in the box and click on ‘Finish’

The Dial-up Connection window opens in front of the Network Connections window. You will need to close both of these in order to view the icon on your desktop.

You should now configure this connection with our alternate free off-peak number as well to make sure you can connect successfully every time.

• Open the ‘Network Connections’ window
• Right click on your Freeserve HomeTime Evenings icon and click on ‘Properties’
• Click on ‘Alternates’ next to the phone number
• Click on ‘Add’
• In the ‘Phone Number’ box type 08440404951
• Click on ‘OK’
• Put a tick into ‘If number fails, try next number’
• Click on ‘OK’

Note: the ‘Network Connections’ window will remain open.

Congratulations! You have now configured your PC to connect to Freeserve HomeTime during off-peak times (between 6pm and 8am). In order to ensure that you connect correctly every time, always click on the Freeserve HomeTime Evenings icon on your desktop before opening Internet Explorer or Outlook Express. Don’t forget to open Internet Explorer or Outlook Express after you have connected!

If you are using Freeserve HomeTime during peak times (between 8am and 6pm) as well, you will need to create another connection that you can use during the day. Follow these steps – they are very similar to the ones above.

• Click ‘Start’, then ‘Connect To’
• Click on ‘Show all connections.’ This will open up the ‘Network Connections’ window
• Click on ‘Create a new connection’ on the left
• Click on ‘Next’
• Choose ‘Connect to the Internet’ and click on ‘Next’
• Choose ‘Set up my connection manually’ and click on ‘Next’
• Choose ‘Connect using a dial-up modem’ and click on ‘Next’
• Type Freeserve HomeTime Daytime in the ‘ISP Name’ box and click on ‘Next’
• Type 08452402613 in the ‘Phone Number’ box and click on ‘Next’
• Type your Freeserve username in the ‘User name’ box
• Type your Freeserve password in the ‘Password’ and ‘Confirm password’ boxes
• Put ticks in all the boxes below (note: the Internet Connection Firewall is optional) and click on ‘Next’
• Put a tick in the box and click on ‘Finish’

The Dial-up Connection window opens in front of the Network Connections window. You will need to close both of these in order to view the icon on your desktop.

Note: There is no alternative number for use during the daytime.

You should now have another icon on your desktop. This one will be called Freeserve HomeTime Daytime. Only use this icon to connect during the day. Please note that Internet calls to this number during the day will be charged at local rates. Again, in order to ensure that you connect correctly every time, click on this icon on your desktop before opening Internet Explorer or Outlook Express.

HOW TO DISPLAY THE CONNECTION ICON ON THE DESKTOP TO SHOW WHEN YOU ARE CONNECTED TO THE INTERNET

With other Microsoft operating systems, an icon is displayed at the bottom right corner of the screen, which shows you when you are connected to the Internet. You may find that with Windows XP this ‘connection icon’ is not displayed and you may therefore be unaware of when you are incurring Internet call charges (if applicable to your Internet package). This icon can also tell you the speed of your Internet connection. To display this icon please do the following:

• On the Control Panel (Click Start then Control Panel. Now make sure you are viewing in Classic mode). Double-click the Network Connections icon
• Right-click the Freeserve icon. On the menu that is displayed click Properties
• From the ‘Freeserve Properties’ box that is displayed, click the General Tab
• At the bottom of this screen place a tick in the small white box next to “Show icon in notification area when connected”
• Click OK

DESKTOP ICONS

Windows XP has the ability to clean up your desktop from time to time so unused icons are removed. This may result in you losing icons that you actually use, like the Freeserve help icon for example, but may not have used for a while. To prevent this from happening, you can turn off the clean up process by following these steps:

• On the Control Panel (Click Start then Control Panel. Now make sure you are viewing in Classic mode). Double-click the Display icon.
• Then, on the Desktop tab, click on Customise desktop
• Under the Desktop cleanup option, remove the tick from the box which says ‘Run desktop cleanup wizard every 60 days’
• Finally, click OK

INTERNET CONNECTION FIREWALL

Windows XP is supplied with Firewall software as standard. A Firewall provides added protection and security for your computer from hackers while connected to the Internet. To enable the Firewall for your Internet connection carry out the following steps:

• On the Control Panel (Click Start then Control Panel. Now make sure you are viewing in Classic mode). Double-click the Network Connections icon.
• Now right-click the Freeserve icon. On the menu that is displayed click Properties with the left mouse button
• From the ‘Freeserve Properties’ box that is displayed, click the Advanced Tab. (You may see a slightly different screen at this stage, without the Internet Connection Sharing section. If you do, don't worry)
• Place a tick in the small box next to Protect my computer and network by limiting or preventing access to this computer from the internet
• Click on OK

NORTON ANTIVIRUS 2002

You may find that your PC includes Norton AntiVirus 2002 pre-installed. If this is the case, and you decide to install Freeserve as your Internet Service Provider, you may see a ‘Norton AntiVirus’ message.
Please note, that this DOES NOT mean that a virus has been detected and you should change the Action to “Allow the entire script once” and then click OK to proceed with the Freeserve installation in complete confidence.

POSSIBLE ERROR MESSAGES WHEN RUNNING INTERNET SETUP

If you have purchased a PC with Windows XP and Freeserve already installed, when you first connect to the Internet using a Freeserve desktop icon, a Configuration Error message may be displayed.
Where these error message appear, you need to create a new Dialling Location as follows:

Step 1

• Open the Control Panel (Click on Start, then Control Panel.Click Switch to Classic View in the left hand column)
• Now double-click the Phone and Modem Option

Step 2a

• Set the Country / Region to 'United Kingdom'
• In the Area Code place your STD dialling code
• If you need to dial a number to access an outside line,e.g. 9, type this into the Outside Line box.
• Click on OK

Step 2b

If a location has already been created on the PC, you can either edit the existing location or create a new one from the ‘Phone and Modem Options’ screen. Carry out the following steps:

• To create a new location, on the Dialling Rules pages click the New button
• To edit an existing location, click the entry to highlight it, then press Edit
• In the Location name box, choose a name for the Location (such as Home)
• In the Country/region box select 'United Kingdom'
• In the Area Code box type in your STD dialling code
• If you need to dial 9 to access an outside line locate “To access an outside line for long distance calls” under the Dialling Rules section and type '9' into the box to the right

Step 3

• If Call Waiting is enabled on your telephone line, it can cause the modem to drop the connection to the Internet. To prevent this from happening, click the small white box next to Disable Call Waiting and type the relevant code into the box to the right. (If you are unsure of the code please contact your telephone operator)
• Click Apply
• Click OK, then OK again to finish

Step 4
Finally, start the Freeserve Setup by double-clicking the Desktop icon or inserting the CD. When you receive the Configuration error message click the small white box in the “If you think that your PC…” to place a tick in it and then click Continue.

Important information for multiple users of XP

Freeserve HomeTime costs £10.99 per month to a Freeserve member. This price includes the cost of upgrading your phone line to the BT Surf Together package. (Prices stated are correct as at December 1st 2001, excludes line rental).

If you choose BT Surf Together you will pay an extra £5 per month on top of your standard £9.99 line rental per month. Freeserve will charge you £5.99 for the use of Freeserve HomeTime. Both these charges will be billed on your BT phone bill. Therefore, the total cost to use the Internet is £5 per month to BT plus £5.99 per month to Freeserve = £10.99. Easy!

Daytime calls are made on a standard local rate number, so any discount packages you have already signed up to will apply. However, daytime Internet calls to Freeserve will be made on a NEW 0845 number, so customers who subscribe to BT's Friends and Family scheme should remember to reset this number to fully benefit from this discount. As an example, a BT customer on the BT Together scheme with their HomeTime daytime number as their Best Friend, will be charged only 2 pence/minute (ex VAT).

This will depend upon the your Internet call usage profile. However, we have made the following estimates based upon typical call profiles that we expect from users of Freeserve HomeTime. For a BT residential customer who uses the Internet for 30 hours per month at off peak times, we estimate the total saving from using Freeserve HomeTime, compared with previous BT standard rates as follows:

Monthly Internet calls

15 hours in the evenings at 1.5p per minute equals £13.50

15 hours at the weekend at 1p per minute equals £9.00

Total monthly charge for Internet calls equals £22.50
Monthly saving by switching to Freeserve HomeTime (£22.50 - £10.99) equals £11.51

Freeserve HomeTime is not intended to support continuous or unattended Internet access, and as a result there is a 2 hour cut-off time on each call. This is necessary to allow all users to access the service. Freeserve monitors the network and takes measures to control congestion if there is evidence that this is occurring. If usage is such that it is significantly affecting service to other users of our network then Freeserve will instigate congestion control measures. For customers who want an always-on connection we advise that FreeservePlus is the best service for them. Please go to www.freeserve.com/plus for more details.

Members will be charged at standard local call rates for Internet calls outside the times covered by Freeserve HomeTime (i.e. 8am - 6pm on weekdays).

BT will bill you for your BT evening and weekend call discount package, the total cost of which will vary depending on which one you choose. The amount payable to Freeserve for the Freeserve HomeTime service will be itemised separately on the same bill.

No, Freeserve HomeTime members are not obliged to make voice calls with BT. However,to be eligible for the HomeTime service, you do need a BT line.

All amounts for your chosen BT service and the Freeserve HomeTime service will be itemised on your BT bill. Please contact BT on 0800 800 150 for BT to explain your bill or amend any personal details.

You should call Freeserve Technical Support on 0906 2 517 517 who are available 24 hours, 7 days a week to help you with any technical queries. Calls are charged at 50p per minute and may be monitored for training purposes. Please make it clear that you are using Freeserve HomeTime. Please note that we do not support Netscape users.

It’s really easy to get your Freeserve account up and running again after you move house. What you need to do to ensure you can start using your Freeserve account again depends on which package you use.

If you are a HomeTime member, you will need to have a BT telephone line in your new home. If you haven’t already told BT of your move you can call them on 0808 100 1441.

You then need to notify Freeserve of your move to ensure you won’t get billed for all your Internet calls.

Please email your details, including your current telephone number, username and Freeserve email address to comments@freeserve.com and we will be able to amend your details. Please note that we can only discuss details of an account with the account holder.

A final tip – if you have included any of the Freeserve packages dial-up numbers on any telephone discount offers, for example BT’s Friends and Family service, make sure you check your dial-up number and check your list and alert your telecoms provider of any changes so that you can continue to benefit from your discounts.

If you are thinking about cancelling your account, please call Freeserve Customer Support on 0870 872 0099 and ask to speak to a cancellation advisor. You will need to quote your BT customer number. Lines open 8am-10pm Monday to Sunday. (Calls are charged at national rate and may be monitored for training purposes). Alternatively, you may email your details, including your current phone number, username and Freeserve email address, direct to comments@freeserve.com and we will deal with your request as soon as possible. You will also need to contact BT to advise them that you are cancelling the service, otherwise you will continue to be billed for the by BT. Please note that we can only discuss details of an account with the account holder.

You can find out all you need to know about the BT packages at www.bt.com or by calling Freefone 0808 100 1441. We recommend that you use either BT Surf Together or BT Talk & Surf Together. Unfortunately Freeserve cannot offer advice or help regarding the operation, pricing or billing of any BT packages, however we will be pleased to offer help with any questions concerning Freeserve HomeTime.

We have tried to include as much information as possible in these FAQS. However, for any non-technical queries, please email HomeTimeresponse@freeserve.com or call Freeserve Customer Support on 0870 8720099. Lines are open 8am-10pm Monday to Sunday. (Calls are charged at national rate and may be monitored for training purposes). For technical support, please call Freeserve Technical Support on 0906 2 517 517. Lines are open 24 hrs a day, 7 days a week. (Calls are charged at 50 p per minute and may be monitored for training purposes. Please note that we can only discuss details of an account with the account holder.

If you have forgotten your password please call Freeserve Customer Support on 0870 8720099 who will be able to retrieve it for you. Lines are open 8am-10pm Monday to Sunday. (Calls are charged at national rate and may be monitored for training purposes.

If you experience any problems whilst installing Freeserve on your computer, it is sometimes easier to remove what you have installed and start again.

Below are some easy, step-by-step instructions on how to remove Freeserve from your computer.

IMPORTANT - Please close any open programs before you start this process

• Go to your desktop and double click on the 'My computer' icon
• For Windows 2000 only double click on the ‘Control Panel’ icon
• Double click on the 'Dial up networking' icon
• Using the right hand button of your mouse, click on the icon containing ‘Freeserve’
• Click on ‘Delete’
• Close the ‘Dial up networking’ window


• Open Outlook Express
• Cancel the dial up connection to work offline
• Click on the 'Tools' menu
• Click on 'Accounts'
• Click on the 'Mail' tab
• Click once on the Freeserve mail account to highlight it
• Click on 'Remove'
• Confirm that you want to remove the mail account
• Click on the 'News' tab
• Click once on the Freeserve news account to highlight it
• Click on 'Remove'
• Confirm that you want remove the mail account
• Click on 'Close'
• Close Outlook Express


• Click on 'Start' at the bottom left hand corner of your screen
• Click on 'Find' (‘Search’ on Windows ME and Windows 2000)
• Click on 'Files and Folders'
• In the ‘Named’ box type in 'signup.isp'
• Click on 'Find now' (‘Search now’ on Windows ME and Windows 2000)
• Using the right hand button of your mouse and select ‘Delete’. The file should be in c:\program files\internet explorer.)
In the named box type in 'welcome.exe'
• Click on 'Find now' (Search now on Windows ME and Windows 2000)
• Delete this file (it should be in c:\program files\internet explorer)
• Close the files and folders window

This will have removed Freeserve from your computer apart from a small amount of branding in Internet Explorer and Outlook Express. This can only be removed by signing up for a new ISP (Internet Service Provider).

Freeserve Internet Wizard

To stop the Freeserve Internet Connection Wizard launching repeatedly:

• Double click on the ‘My Computer’ icon on your desktop.
• Double click on the hard drive ( C:)
• Double click on ‘Program Files’
• Double click on the ‘Internet Explorer’ folder
• Right click on the ’Signup Folder’, then click on Delete
• Confirm that you want to send the folder to the Recycle bin

Handy Hints

Once you’ve opened this help page you can click on the Q&A icon to view our Frequently Asked Questions.

If you have any non-technical questions not covered by our Frequently Asked Questions or within our online Help section, you can email our Customer Contact team at comments@freeserve.com or call Freeserve Customer Support on 0870 8720099. Lines are open 8am to 10pm, Monday to Sunday and calls are charged at national rates.

If you have a technical query or have any problems with Outlook Express, Internet Explorer or connecting to Freeserve you can click on the FREE online help button or call our 24 hour technical support line on 09062 517 517. Calls to the Freeserve Technical Support Line cost 50p per minute.

HomeTime is free during evenings and weekends which are off peak times, between 6pm and 8am Monday to Friday and from midnight Friday to midnight Sunday. Standard local call charges apply during peak rate times between 8am and 6pm Monday to Friday. Please note that normal charges also apply on all Bank Holidays, except certain days during Christmas when lower rates may apply during the day.

Firstly, Freeserve AnyTime gives you free Internet calls at AnyTime, day and night for just £13.99/month, and so is designed for Freeserve members who use the Internet regularly at home in the daytime during the week. This compares with Freeserve HomeTime which gives you free Internet calls at evenings and weekends, and is designed for Freeserve members who do not use the Internet regularly on weekdays. Freeserve HomeTime's restricted hours is reflected in the price, which (based on BT Surf Together, excluding standard line rental charge) costs £10.99/month.

Yes, of course.

You must first cancel your Freeserve HomeTime account if you wish to move to Freeserve AnyTime.

1. Please call the Freeserve Customer Support team on 0870 872 0099 to cancel your HomeTime account. (Lines open 8am-10pm Monday to Sunday. Calls are charged at national rate and may be monitored for training purposes). Please note that we can only discuss details of an account with the account holder.
2. Please also remember to cancel your BT evening and weekend call discount package (i.e. BT Surf Together, BT Surf and Talk Together or BT SurfTime) as you will not need this to use Freeserve AnyTime. You can do this by calling 150 from a BT phone. (Unfortunately Freeserve cannot offer advice or help regarding the operation, pricing or billing of any BT packages. You can find out about these BT packages at www.bt.com or by calling BT on Freefone 0808 100 1441.)

Unfortunately Freeserve cannot offer advice or help regarding the operation, pricing or billing of any BT packages. You can find out all you need to know about the BT packages at www.bt.com or by calling BT on Freefone 0808 100 1441.

There is no difference between Off Peak Freeserve Time and Freeserve HomeTime. We have simply changed the name of the service to make it as clear as possible to our members that Freeserve HomeTime is the Internet package most suited to members who wish to use the Internet when they are at home in the evenings and at weekends.