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Frequently Asked Questions

What is LLU/ What is unbundling?
LLU stands for Local Loop Unbundling and in simple terms is a different means of providing telephony and online services to a household that is less dependent on BT. It requires companies such as AOL Broadband to install their own equipment into the local telephone exchange that will allow them to deliver online and telephony services directly to the customer.Back to top
How do I know if I live in an unbundled area?
If you click here then enter the phone number you wish to have broadband on, we will be able to show you which offers are available in your area. The price will reflect if you live in an unbundled area.Back to top
If I don't live in an unbundled area at present is this likely to change?
AOL Broadband is investing heavily in unbundling local telephone exchanges up and down the country but will not be able to guarantee that every exchange is unbundled. It is intended that around 70% of UK households will be unbundled over the coming months with more to follow at a later date.Back to top
What does it mean for me and do I have to do anything?
If you are an existing AOL Broadband customer then you will not need to do anything. If you are a new customer you will need to be aware as to whether you live in an unbundled area or not as that will determine the price that you pay to AOL Broadband. Customers that live in an area where the local exchange has not been unbundled will be asked to pay an additional ”5 per month for AOL Broadband Wireless and an additional ”10 per month for AOL Broadband Wireless Plus.Back to top
Can I remain on my current price plan?
If you are an existing customer your price plan will not change. Back to top
Why is AOL Broadband advertising a price that they are not able to provide to me?
To minimise confusion, AOL Broadband is promoting the package that is most widely available to UK households. On any marketing materials used is does state that the offer is subject to availability and conditions apply, which is in line with industry standards and guidelines drawn up by various industry bodies including the Advertising Standards Authority.Back to top
Why should I pay more than my friend who lives round the corner?
This may be because the local telephone exchange that provides service to your friend's home has been unbundled by AOL Broadband. It may also be because existing customers that have signed up to AOL Broadband before the 21 May 2007 are not affected by the price increase.Back to top
Why is the difference in price so much?
The difference in price reflects the cost differential in providing the service to customers. AOL BroadbandËs pricing policy is to offer customers the best value products that the company is able to. AOL Broadband strives to ensure these products are reliable and priced competitively in the market place; while continuing to include all the essential extras customers expect, such as comprehensive safety and security features and unrivalled customer service. Back to top
Will this price reduce or go up in future?
The official line is that AOL Broadband reserves the right to amend the price of its products as described in the terms of service. However over the last several years AOL Broadband has continued to offer competitively priced products to customers at lower costs than provided previously.Back to top
Does Local Loop Unbundling restrict what speed of service I get?
Speeds and other elements of the service may differ depending not only on whether the local telephone exchange that services your home has been unbundled; but also according to the quality and distance of the telephone line from the exchange. Back to top
Are there other services I am missing out on if I don't live in an unbundled area?
Currently AOL Broadband does not differentiate the product specification offered regardless of whether your local telephone exchange has been unbundled or not, although this could change in future.Back to top
Is this the same regardless of who supplies my broadband connection?
A number of the providers in the market place have opted to unbundle exchanges with varying degrees of coverage. AOL Broadband is committed to offering its services as widely as is operationally and commercially feasible and we hope that this will extend further over time.Back to top
What can I do if I am not happy with this? Who can I complain to?
Of course we would prefer that we try and resolve your complaint with you directly. However if you are not satisfied that your complaint is being dealt with effectively then you can write the industry regulator, Ofcom at http://www.ofcom.org.uk/complain or by calling 020 7981 3040.Back to top
What is the fastest speed I can connect with?
The fastest download speed available on AOL Broadband Wireless is 8Mbps. Whether or not you can get speeds of up to 8Mbps will depend on factors like where you live and the quality of your telephone line. The standard download speed on our narrowband network is 56Kbps. If you are an existing customer there will be no change to your connection speed.Back to top
Are there any hidden charges?
No. If you are an existing AOL Broadband customer there will be no changes to your price plan. If you are a narrowband customer and wish to upgrade to AOL Broadband you will be asked to pay an additional ”5 for AOL Broadband Wireless and an additional ”10 per month for AOL Broadband Wireless Plus a month if you live in an area where the local exchange has not been unbundled. Back to top
If I have cable how will this affect me?
If you are a cable customer this will not affect you.Back to top
What will happen to my line and how will I know when my exchange has been unbundled?
If you are an existing AOL Broadband customer nothing will happen to your telephone line if your local exchange is unbundled. If you are a narrowband customer you can see whether your exchange has been unbundled and what offers are available to you by providing the telephone number and postcode for the house in question.Back to top
What will the interruption to my service be?
During the time that we are physically working on your telephone exchange you may experience a period of about 20 minutes where you cannot access your account. However we will notify you via email to your AOL account of the exact day that this work will be taking place. Back to top
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