FAQs
Faster and more affordable than ever before
QUESTIONS AND ANSWERS...
If you have any questions regarding UTV Clicksilver Broadband packages, options, broadband related technical questions, please click on the relevant questions listed below. If you cannot find the answer you are looking for please visit our main support site.
Why does my bill not match your web site prices?
We cannot automatically change your existing products and services as the technical requirement and/or Terms and Conditions you first agreed to, may be different in the new product. Migrating or adding a new product to your account is easy, simply review the product web site and then log into your online account.
Why am I being billed differently than the web site prices?
The Internet and Telephony market is a constantly changing world and because of this we will release new and improved products from time to time. Our most up to date product and pricing can be found on our websites. Existing customers can migrate to a new plan by either visiting their online account, or by contacting our Admin team.
Should you have any questions please phone us.
I have a Pentium 4 processor with Hyper Threading, are there any compatibility issues with this?
We have identified issues with HT and our Zyxel Router however we now ship a Voyager USB/Ethernet router which overcomes this issue.
As it stands the Zyxel P630-11 and P630-C1 are currently not compatible with the processor while hyperthreading is enabled but we are currently waiting for updated drivers for the P630-C1 modem that should address this issue. Unfortunately Zyxel are not developing further drivers for the P630-11.
If you are not sure about your processor then we would advise you to contact your PC supplier.
I’ve heard that VIA motherboards dont work with the USB modem, is there any way round this?
The VIA chipset used in a number of motherboards (KT133, KT7, Asus A7V) has exhibited problems and a number of fixes have been known to work. The list is:
- Try newer drivers for your modem
- Turn on `Enhance Chip Performance` in the BIOS via CPU Soft Menu
- Turn off `Assign IRQ to USB`
- Download the latest BIOS upgrade for your motherboard (it`s reported that
upgrading to the ZT bios can help)
- Download latest VIA 4in1 drivers. Official versions can be found at www.viaarena.com or www.via.com.tw
- Try a different USB port
- Add a powered USB hub and plug the modem into this
- Remove other USB devices from the PC
- Use an additional PCI->USB adapter card that does not have a VIA chipset, Belkin and Lucent cards have been found to work well.
My modem is recognised in Windows 98, but Windows cannot find a driver on the CDROM, what`s wrong?
Please note that we’re no longer providing support for Win98 and WinME users due to Microsoft retiring these products. Microsoft recommends upgrading to a more recent Windows release.
1. Unplug the modem.
2. Right click on "My Computer" on your desktop and bring up the hardware profiles.
3. Under "USB" if you see "usb composite device" then delete it
4. Plug the modem back in and then it will detect the device drivers on the CDROM.
I`m not able to connect, what should I do?
Turning your modem/router “off” and “on” is frequently the easiest way to correct connection issues.
We suggest you “powercycle”, as this is called, your modem/router as part of your troubleshooting process. Simply follow the steps outlined below:
USB Modem
Power down your modem.
Disconnect your modem from the PC.
Shut down your PC (leave off for 15 seconds).
Power up your PC.
Reconnect the modem.
Turn your modem on.
Attempt to connect.
Ethernet Router
Power down your router.
Leave your router powered down for at least ten (10) minutes.
Power up your router.
Attempt to connect.
If you are still unable to connect please contact your support team.
I`ve paid the sign-up fee, can`t get broadband - what happens next?
If we have supplied you with an ADSL modem or other equipment to receive the service, you must return it to us within 14 days. We`ll return your sign-up fee to you as soon as possible, this should be no longer than 30 days.
We recommend you re-apply for the broadband service once every 3, 6 or 9 months as you may be able to receive the service shortly!
How do I go about cancelling ClickSilver?
If you wish to cancel any of your accounts with UTV Internet visit close my account and complete the online form
There may be penalties for early termination of your contract you will be advised of any charges by our admin team shortly after we receive your mail.
Can multiple computers share my ClickSilver account?
Yes! You can set-up a home/work network, so all the computers on the network can share Internet access through the one ClickSilver account.
Check your computers help manuals or web sites for further information.
Routers, servers, networks and hubs should be supplied, installed and configured by a suitable computer consultant/company who can also provide support when required.
Do I have to use an ADSL modem to access ClickSilver?
No. You can also use an ADSL router to access our ClickSilver service.
Routers connect to networks, potentially allowing all computers on that network to share Internet access.
Routers and networks should be supplied, installed and configured by a suitable computer consultant/company who can also provide support when required.
Can I use a fax machine on my ADSL line?
Yes you can. However, there are incompatibilities with some fax machines on ADSL lines due to the different frequencies they use. Disconnections when sending or receiving faxes can be expected.
Does the ClickSilver service come with e-mail addresses and web space?
You have unlimited e-mail addresses and unlimited web space for your own homepage!
The e-mail address takes the form of something@utvinternet.com, the web space would look like: www.something.utvinternet.com.
If you`re an existing UTV Internet user you probably already have your e-mail addresses and homepage web space set-up, if not once you have received confirmation of your ClickSilver account you can sign up for your e-mail addresses and web space here.
What does an ADSL modem look like?
The standard cabled modem we now send out to customers is the Voyager 210. We have previously shipped the Voyager 205, Creative Blaster (8133U) and the Zyxel 630-11 and 630-C1.
The Voyager 210 is shown below:
(N.B. the Voyager 210 has a single USB and single Ethernet port and we advise Mac users to connect via Ethernet.)
The Voyager 2110 is our standard wireless modem and it looks like this:
I`m providing my own ADSL router/modem, what are the settings I need to use (UK Settings)?
These are the settings for UK Customers only...
We will provide you with your ClickSilver username and password in your welcome letter/e-mail.
Use the below settings as required:
Modulation: Multimode
VPI: 0
VCI: 38
Encapsulation mode: RFC2364 VC multiplexed PPP
ATM mode: PPP over ATM (otherwise known as PPPoA)
In the UK, the standard is PPPoA, in RoI the standard is PPPoE (PPP over Ethernet).
Why use ADSL filters?
There are several advantages of using self install ADSL filters:
- You do not have to arrange an appointment for a telco engineer to install the filters.
- Reduces the overall cost of provisioning Broadband ADSL services.
- The use of ADSL filters is independent of the telephone wiring structure within the home, unlike a central splitter which often requires a telco engineer to re-wire extension sockets.
- ADSL filters allows you to re-position the computer around the home, should you change the layout of your home/room.
- If you move home you can take the filters with you, once again a telco engineer is not required.
What happens if I don`t connect a telephone or other telephone device with an ADSL filter?
If you are not using your broadband modem there should be no problem, but if you try to use a telephone whilst the ADSL modem is being used, you may hear a hissing type sound. Voice signals from the telephone may also affect the operation of the ADSL modem.
If the device does not have a handset, such as a fax machine, the data being transmitted by the analogue modem in the fax machine may affect your ADSL modem and connection to the ClickSilver service.
What is an ADSL filter/micro filter?
An ADSL Filter or micro filter, is a small device that separates your analogue telephone service from the data signals used on your broadband service, allowing you to use both simultaneously.
Basically the filter is a small box that connects directly into the telephone wall socket, on the back of the filter there`s two sockets - one for a telephone the other for the ADSL modem/router.
Does every telephone device need an ADSL Filter?
It is recommended by telco`s that all telephone devices, for example: phones, fax machines, caller display and tone callers should have an ADSL filter. Don`t forget that this also includes devices you may not be aware of, such as digital TV, satellite receivers and burglar alarms that are connected to the same telephone line as your ADSL modem.
Should I use a Firewall?
We strongly recommend you have some sort of Firewall protection with any "always-on" Internet connection, such as broadband.
Will other BT services such as `Call Waiting` still work?
Yes they will. BT Services such as `Call Waiting`, `Call Return` and `Caller Display` will all continue to be supported by BT.
If you have UTV Talk, these popular services will also continue to work once your Line Rental transfer over to UTV.
Will do I still need to pay for my voice telephone calls and telephone line rental?
ADSL Broadband is a technology that requires a working phone line going in to your premises. If you have UTV Talk, UTV will bill you for line rental, any voice calls made outside your FREE allowance, plus your monthly broadband subscription.
For customers who do not have UTV Talk, you will continue to pay your line rental and call charges to your existing Telecoms provider.
How does ADSL Work?
The copper wires that are used to carry telephone lines into most homes and offices are capable of transmitting more information than is necessary to convey a telephone conversation. The extra bandwidth that the wire could support is wasted at the moment.
ADSL takes advantage of this wasted bandwidth by using additional equipment to transfer data at a higher frequency than that used for voice calls. Sophisticated electronics are employed to cope with electrical noise on the line and to ensure that there is no interference between the voice and data sharing the same line.
The higher the frequency that is used to send a signal over a piece of wire, the faster the signal will degrade over distance. Because ADSL uses very high frequencies, there are limits over the distance that the signal can be reliably received. ADSL 512K services have a maximum range of 5.5 km in the UK and 3.3 km in RoI.
Customers within this radius from telephone exchange should be able to take advantage of ADSL (subject to further line checks). Getting the ADSL signal to travel further on the line is being tested all the time, so people living far from their telephone exchange may be able to get broadband in the future.
What are the benefits of ADSL?
ADSL IS FAST - On the 512k service that`s around 10 times faster than standard 56k modems so you`ll receive email and web sites almost instantly and be able to download data much, much quicker!
ADSL PROVIDES A BETTER INTERNET EXPERIENCE - Enjoy real-time video and audio streaming, TV quality video conferencing also super-smooth on-line gaming and instant updates (such as stock quotes).
ADSL IS ALWAYS ON - There`s never any engaged tones and no more lengthy dialup waiting times for you to receive emails or surf the Net.
ADSL IS EFFICIENT - Make telephone calls or send faxes and access the Internet simultaneously using the same telephone line - no more disconnecting from the Net because someone wants to make or receive a telephone call!!
NO MORE WAITING - Get what you want, when you want and also allows you to have multiple Internet programs running and transferring data at the same time.
SHARE YOUR ADSL CLICKSILVER - The one ClickSilver account can be shared between many computers within your home or workplace. You may need to purchase additional hardware and obtain the services of a network specialist to set-up the network, but it`s worth it!!
What does ADSL stand for?
It stands for Asymmetric Digital Subscriber Line.
It is called "asymmetric" because it moves data faster from the telephone exchange to the customer than from the customer to the exchange. This makes it particularly suitable for applications where the customer expects to receive more data than they transmit. An excellent example of this is Internet "surfing", where more information is received than is sent.
Why do I need to log in again every time I turn my PC on? Is ADSL not always on?
ClickSilver Broadband is an `always on` connection, which means you can stay connected 24 hours a day, seven days a week as long as your computer is turned on.
You may need to log in again after your computer has been turned off if your broadband modem is powered by the USB port on your Windows PC or Mac.
Customers who have routers do not have this issue so long as they leave the routers switched on.
What are the minimum computer specifications for broadband and for USB Modems?
Windows
Pentium 200Mhz
64MB RAM
CD-ROM drive
150MB free on hard drive
Windows 2000, XP or Vista
An unused USB port or Ethernet port strongly recommended!
An Ethernet port will be required for cabled connections into our wireless router as our wireless routers do not have USB ports.
Mac
Mac OS X or above
64MB
CD-ROM drive
100MB free on hard drive
Ethernet port only!
This information is provided as a guide only.
What do I need to be able to register for ClickSilver Broadband?
You must have an active BT or Eircom phone line*.
You must be over 18 years of age and have one of the following major credit or debit cards: Visa, MasterCard, Switch or Laser. Payment can also be made via Direct Debit.
Your computer must use one of the following operating systems: Windows 2000 Professional, Windows XP, Windows Vista. Mac OS X or a Unix flavour.
*Subject to the availability of broadband on your local exchange.
(Mac OS X users may need to download the latest drivers from the ADSL modem manufacturers web site.)
Can I keep the same email address?
In most cases you should be able to continue to use your current email address. By installing ClickSilver Broadband, you generally do not need to adjust your email account settings, you just change the way you connect to the Internet.
Some email account settings may need to be changed so email is sent via our SMTP server (mail.utvinternet.com)
If you don`t already have a utvinternet.com email address or users web space these are provided free, to obtain these click here
