Freeserve HomeTime FAQ

Q What is Freeserve HomeTime?

A Freeserve HomeTime is the new, off peak Internet access service offered by Freeserve, for Freeserve members who wish to access the Internet at evenings and weekends.

Before applying for Freeserve HomeTime, you will need to sign-up for a BT evening and weekend Internet call package that suits you and then come to Freeserve to register for Freeserve HomeTime, in order to benefit from free off peak Internet calls.

Freeserve HomeTime replaces the existing Freeserve Off Peak package (using SurfTime from BT).

Q What do I need to be able to register for Freeserve HomeTime?

A

a) 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

b) You must be a BT customer with a BT phone line.

c) You must register for your choice of BT's evening and weekend Internet call packages and then return to Freeserve at www.freeserve.com/time/hometime.htm to begin the registration process for Freeserve HomeTime.

Q Does this mean I need to register for two services to connect correctly?

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

Q What is the choice of 'BT evening and weekend Internet call packages' and how do I sign up for one?

A 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. 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.

Q How long will it take to register?

A Completing the Freeserve HomeTime registration forms should take no more than 5 minutes. Remember, in order to complete the registration YOU MUST complete your applications for a BT Internet evening and weekend call package and with Freeserve HomeTime.

Q What happens once I've registered with Freeserve HomeTime?

A Once you have completed your registration with your chosen BT evening and weekend Internet call 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 registered 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 register with Freeserve HomeTime immediately after you register 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.

(Please note the activation email will not be sent to an FSmail email address but a standard Freeserve address only).

Q How will activation work?

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

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

Q What will happen if I access the Internet using Freeserve BEFORE I receive and follow the instructions on the activation email?

A If you access the Internet before you receive your activation email from Freeserve in your Freeserve email account you therefore have not upgraded your settings and 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.

Q Once my Freeserve HomeTime service is activated, will I receive the same speed connection as before?

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

Q Why do I need to sign-up to both a BT evening and weekend Internet call package AND with Freeserve HomeTime?

A 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 Internet call packages. Use of a BT Internet 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.

Q What will happen if I sign up for Freeserve HomeTime but no BT Internet call package - or vice versa?

A If you sign up for Freeserve HomeTime but no BT Internet call 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 Internet 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.

Q How do I get my new dial-up number?

A We will email you with instructions on how to activate the service, including how to get your new dial-up number to 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).

Q What happens if I dial the wrong number by mistake?

A Most customers signing up for Freeserve HomeTime will already be dialing-up using the Freeserve No Ties number, 0845 0796699 via the PC dial-up settings. 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, beginning with the dial code 0844, which will enable you to benefit from free off peak Internet calls. Free off peak calls using Freeserve HomeTime are only available from Freeserve by dialing this number. 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 Internet call 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 an option to use a peak number, with the dial code beginning 0845, through your activation email. This number is different from our No Ties number.

Q How much does Freeserve HomeTime cost?

A Freeserve HomeTime effectively costs £8.99 per month to a Freeserve member. We have based our costing of Freeserve HomeTime on the BT Surf Together package available, excluding line rental. (Prices stated are correct as at December 1st 2000).

If you choose BT Surf Together you will pay BT £14.99 per month. This cost consists of £9.99 per month line rental and £5 per month for Internet calls to dial-up numbers during the evenings and weekends (plus the added value of discounted national and international telephone calls).

Freeserve will charge you £3.99 for the use of Freeserve HomeTime.

Therefore, the total cost to use the Internet is £5 per month payable to BT plus the £3.99 per month payable to Freeserve = £8.99. Easy!

*As a special introductory offer, we will not charge the monthly Freeserve amount of £3.99.*

Q When is Freeserve going to withdraw the special introductory offer of not charging me the monthly Freeserve amount of £3.99 (part of the £8.99 overall cost)?

A We will not withdraw this special introductory offer until 1st March 2001. Therefore, until this time, you will not be charged anything for the Freeserve HomeTime service. (Please note: you will pay any relevant charges to BT for your chosen BT evening and weekend package).

Q Which discounts apply to the daytime call charges?

A 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 re-set this number as their Best Friend number to fully benefit from this discount. As an example, for a BT customer on the BT Together scheme with their daytime number as their Best Friend, they will be charged only 2pm (ex VAT). These calls will also contribute to any call allowance a customer might have.

Q What are the typical savings for the average member?

A 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 30hrs 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 - £8.99) equals £13.51

Q Can I stay connected all the time?

A 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.

Q What price will I pay if I want to make an Internet call at a time outside of the times covered by Freeserve HomeTime?

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

Q How will I be billed for the Freeserve HomeTime service?

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

Q Do I have to make my telephone calls with BT?

A No, Freeserve HomeTime members are not obliged to make voice calls with BT.

Q What should I do if I have any technical problems with my service?

A 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.

Q What should I do if I have any billing queries with my service?

A 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 you bill or amend any personal details.

Q What if I move house or need to change my details?

A Please email your details, including your current phone number, username and Freeserve email address, to comments@freeserve.com and we will deal with your request for Freeserve HomeTime. But make sure you also let BT know!

Q What if I want to cancel the service?

A If you are thinking about cancelling your account, please call Freeserve Customer Services on 0870 872 0099 and ask to speak to a cancellation advisor. 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. But please make sure that you also let BT know.

Q What are the differences between Freeserve Off Peak Time and the new Freeserve HomeTime service?

A There are no differences between Freeserve Off Peak and Freeserve HomeTime. We have rebranded our off peak 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.

Q I am currently a Freeserve Off Peak Time member, how will Freeserve HomeTime impact me?

A If you are currently a Freeserve Off Peak member you will be using SurfTime from BT as your BT evening and weekend Internet call package. We recommend that you contact BT by calling Freefone 0808 100 1441 to discuss which of their new Internet call packages now offer you the best value.

Q I am currently a BT SurfTime customer paying £5.99 per month to BT, how do I sign up to the new BT Together packages?

A 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.

Q Can I email/phone Freeserve for further information regarding Freeserve HomeTime?

A 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 Services on 0870 872 0099. 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).