APARTMENTS FAQ's

General questions

Who owns and supports Garnett Wharfe Community Broadband?
The service will be supplied by a company owned by David Tindall who is also a resident of Garnett Wharfe. His company is called Talk Straight Ltd and is based in Ilkley. Talk Straight employ about 50 people, are an Internet Service Provider with their own network and service over 2,000 broadband connections in the UK.

What will it give me over and above other broadband providers?
Speed, speed and more speed. As well as ultra-low latency (great for gamers). Our Ultra-Fast wireless broadband can run at speeds of up to 1,000Mbit download. Most of the estate unfortunately only has copper-based broadband (works over your telephone line). The average speed residents receive is between 7 to 12Mbit download and under 1Mbit upload. To put this into perspective the UK Average is now about 65Mbit download and 17Mbit upload.

How much does it cost?
We have a range of different tariffs available dependent on your requirements. See www.gwbroadband.org.uk/pricing

When can I order it?
We are now taking orders. Please click on the signup link.

When will services be going by live?
All being well we are looking mid to end of September this year (2020).
 
How much does installation cost?
Due to a decrease on the cost of our equipment installation is now free of charge!

Whats the new “Sync me up” service?
For a mere £5 per month we will make your upload speed the same as your download speed. i.e Bronze upload speeds goes from 5Mbps to 50Mbps, Silver from 15Mbps to 100Mbps, Gold from 30Mbps to 300Mbps and Platinum from 50Mbps to 500Mbps. Using this service will give you the fastest upload speeds in Otley and most of the UK! It’s ideal for those of you that collaborate online a lot, use video production or sends lots of data to the Internet / cloud. This takes your connection from being residential to fully business grade. Having the same service from BT would cost hundreds of pounds a month. We think that at £5 a month its an absolute bargain!

Do I need to keep my BT Telephone line?
No, you don’t need to keep your BT Telephone line to use our wireless broadband service. This can be ceased if you have no use for it, so you don’t have to pay any line rental anymore! If you do wish to keep your telephone line, then we can migrate it, invoice and support you on this as well. We offer line rental only or line rental plus unlimited UK call packages if required. These options will be added to our price list. You can keep your current telephone line number as well. Migration of this service takes 2 weeks from point of order if you decide to keep it.

How long is a contract for?
All contracts are for a minimum of 24 months and payable monthly in advance.

Will all houses on the estate be able to receive the broadband service?
We will do everything we possibly can to have the service available to all. The deployment of our wireless broadband nodes will be dictated by the first raft of initial customers that sign up so we know we can deliver service to them. It's highly unlikely that someone won’t be able to receive the service but if it proves economically unviable, we reserve the right not to do so.  

I live in an apartment; can I receive your broadband service?
Yes you can. Currently Garnett Mill, the Buttercross and Jubilee apartment blocks can receive the service. We are waiting for our first couple of orders for the Washburn and once received we will install our service here too.

What happens if I move to a new house before the end of my contract?
If you move to a new house somewhere outside of Garnett Wharfe then you do not have to pay for the remainder of your contract. You won’t receive a refund for your installation fee. You must return the router we’ve supplied you with (I can come and pick this up from your house) if you don’t you will be charged an additional £80. The device on the side of your property must also not be removed and disposed of as this remains the property of Talk Straight. If you do dispose of this device then you will be charged £400.

Do you offer contracts for businesses and what’s the difference between residential packages?
Yes. Business contracts have different speed tiers including much higher upload speeds and come with prioritised data rates over general residential users.

I’ve got some more questions and need help / advice
We’re here to help and as a resident of the estate I personally want everyone as happy as possible. Please send me a message on Facebook messenger or email me at info@gwbroadband.org.uk. I’ll happily give you a call or pop round to talk things through.
 

Installation questions

How long will the install take?
It’s a simple self install.

What is installed as part of the installation?
We install a small box on the outside of your property which needs to be aimed at one of our wireless nodes which are attached to lamp posts or the larger apartments. This will either be attached to your existing TV receiver pole and mount or a new one will be installed. A small hole is then drilled through your wall where a small network socket is installed (similar to a BT phone socket). Into this we plug in a small wireless router which your computers, phones and tablets connect to either over wireless or via a normal network cable.
 

Speed questions

What speed can the broadband solution deliver?
The solution can provide Gigabit capability (1Gbps or 1,000Mbps) both receiving (download) and sending (upload). However, full speeds are a premium product and we will be releasing different speed tiers depending on your requirements and budgets.

Will the speeds slow down at peak times?
It is unlikely that this will be the case. We aim to put in a quality service with sufficient “backhaul” to support the requirements of all of you that have signed up to the service. We’ll constantly monitor or “backhaul” links to ensure there’s enough capacity to deliver a quality service. We believe you will get a better user experience than if you bought Ultrafast broadband from BT.

What happens if it snows or rains heavily?
The wireless technology we use is not affected by snow or rain, even in heavy conditions.

What speed will the wi-fi run at?
The maximum speed our wi-fi currently runs at is 300Mbps which is more than adequate for most people. If you require fast wi-fi you can install your own wi-fi access points which support faster speeds. All physical LAN connections (cable connection) run at 1Gbps (1,000Mbps).

What if my wi-fi is slow in other rooms?
This is not an issue with the broadband connection or the wi-fi router we install. Wi-fi degrades when beaming through physical objects e.g. doors and walls. There are things you can do to improve speeds such as more your wi-fi router, add wi-fi access points to boost and spread the wi-fi or use Powerline Ethernet adapters with wi-fi points in which uses your electric cables to work like network cables and thus get your broadband connection working in other rooms.

How can I test the speed I’m supposed to be getting?
Go to www.speedtest.net The Server you use should be ours (Talk Straights). Hit the big “GO” button and see the epic speed you can now get!
 

Billing and invoicing

When will I be billed?
You will be billed on the 14th of the month after installation. E.g. if your service goes live on the 13th then you’ll be billed on the 14th of that month, if you go live on the 15th then you’ll receive your bill on the 14th of the next month.

Billing is pro-rated plus month in advance so if you receive a bill for our services in the same month as it goes live then it will be from that day to the end of the month + 1 month. If it goes live after the 15th then the month after you’ll be billed from the 15th to the end of the month + 2 months for the service rental. In both cases after this you’ll receive a bill for one month only.

We will not take any money until your service is live and working.

How will I be billed?
We will email you your bill on or around the 14th of each month. Historic bills can all be found on our billing portal.

How do I pay?
Billing is by direct debit, bank transfer or cheque. We charge a £3pm premium for non-direct debit payment as this saves on administration time.

How will you bill me for calls if I take a telephone line too?
We can bill you for all of the calls you make and you can view your usage on our online billing portal.
 

Technical Questions

Can I use my own router?
Yes, although this will make support more complicated for us as we don’t know how to configure every router type of router on the planet, but we will support this as most routers are reasonably generic. Please let us know if you’d prefer to do this so we don’t install one of our own routers at point of installation.

Does my connection come with a static IP address?
No, normal connections come with a dynamic IP address. I.e. If you reboot your router or if we make a network configuration alteration it will change. You can purchase a static IP address or block of IP addresses if required. See the pricelist for more info.

Do you offer home content filtering to protect what children can access online?
We won’t be offering this at launch but as we already deliver this service to thousands of schools in the UK it’s likely we will add this to our portfolio later.

Who do I call for technical support or updates on my install?
During normal working hours please call Talk Straight on 0 11 33 222 333 or email support@gwbroadband.org.uk. For our or hours support (best efforts) please email support@gwbroadband.org.uk. We will make a new support portal which should be live for January where you can raise support issues online.

Will your wireless broadband fry my brain and that of my kids?
No. We use the 60Ghz wireless spectrum which has been passed for use by Ofcom for exactly the situation we are deploying.
 

Complaints and your rights

In the unlikely event you’re unhappy with our service please email us on complaints@talk-straight.com. Should you still not be happy with our response then you can use an alternative dispute resolution scheme. Talk Straight is a member of the “Communication & Internet Services Adjudication Scheme” (CISAS) see https://www.cedr.com/consumer/cisas/ where you can raise a raise a formal complaint.
 

Questions from residents

Please could you explain in very basic layman's terms what the numbers mean? The Mbps download and upload?

An Mbit / Mbps (stands for Megabits Per Second) is a way of measuring speed of an Internet connection. The higher the speed the faster the connection. Think of it like being in a car where miles per hour (mph) is how fast you go in your car.

Download speeds are when you receive data e.g. a file or youtube stream is “downloaded” from somewhere on the Internet from your phone or your computer.

Upload speeds are when you send data e.g. a file, email or whatsapp photo to your friend and is “uploaded” to somewhere on the Internet from your phone or computer.

My pc does not have wifi. It is connected to router by cable. Would I be able to use your service with no wifi to my pc?
Yes. The router we install allows you to connect up to 4 computers to it by cable as well as being able to use wi-fi.

What will be the data costs be and can this be done via BT using the infrastructure you roll out?
There will be no costs for any data over the network. The usage is unlimited although subject to a fair use policy in line with other Internet Service Providers. Data runs over our network and not BT’s.

HOUSES FAQ's

General questions

Who owns and supports Garnett Wharfe Community Broadband?
The service will be supplied by a company owned by David Tindall who is also a resident of Garnett Wharfe. His company is called Talk Straight Ltd and is based in Ilkley. Talk Straight employ about 50 people, are an Internet Service Provider with their own network and service over 2,000 broadband connections in the UK.

What will it give me over and above other broadband providers?
Speed, speed and more speed. As well as ultra-low latency (great for gamers). Our Ultra-Fast wireless broadband can run at speeds of up to 1,000Mbps download. Most of the estate unfortunately only has copper-based broadband (works over your telephone line). The average speed residents receive is between 7 to 12Mbps download and under 1Mbps upload. To put this into perspective the UK Average is now about 65Mbps download and 17Mbps upload.

How much does it cost?
We have a range of different tariffs available dependent on your requirements. See www.gwbroadband.org.uk/pricing

When can I order it?
We are now taking orders. Please click on the signup link.

When will services be going by live?
All being well we are looking mid to end of September this year (2020).

How much does installation cost?
Due to a decrease on the cost of our equipment installation is now free of charge!

Whats the new “Sync me up” service?
For a mere £5 per month we will make your upload speed the same as your download speed. i.e Bronze upload speeds goes from 5Mbps to 50Mbps, Silver from 15Mbps to 100Mbps, Gold from 30Mbps to 300Mbps and Platinum from 50Mbps to 500Mbps. Using this service will give you the fastest upload speeds in Otley and most of the UK! It’s ideal for those of you that collaborate online a lot, use video production or sends lots of data to the Internet / cloud. This takes your connection from being residential to fully business grade. Having the same service from BT would cost hundreds of pounds a month. We think that at £5 a month its an absolute bargain!

Do I need to keep my BT Telephone line?
No, you don’t need to keep your BT Telephone line to use our wireless broadband service. This can be ceased if you have no use for it, so you don’t have to pay any line rental anymore! If you do wish to keep your telephone line, then we can migrate it, invoice and support you on this as well. We offer line rental only or line rental plus unlimited UK call packages if required. These options will be added to our price list. You can keep your current telephone line number as well. Migration of this service takes 2 weeks from point of order if you decide to keep it.

How long is a contract for?
All contracts are for a minimum of 24 months and payable monthly in advance.

Will all houses on the estate be able to receive the broadband service?
We will do everything we possibly can to have the service available to all. The deployment of our wireless broadband nodes will be dictated by the first raft of initial customers that sign up so we know we can deliver service to them. It's highly unlikely that someone won’t be able to receive the service but if it proves economically unviable, we reserve the right not to do so.  

I live in an apartment; can I receive your broadband service?
We are waiting confirmation from Barratt homes to confirm if this is possible and should know shortly. We have a solution already which will work, we just need them to give it the “green light”. There will be a different installation process and the solution will likely be delivered over your TV aerial socket so we will make a different FAQ for the apartments. This will still incur the standard install fee.

What happens if I move to a new house before the end of my contract?
If you move to a new house somewhere outside of Garnett Wharfe then you do not have to pay for the remainder of your contract. You won’t receive a refund for your installation fee. You must return the router we’ve supplied you with (I can come and pick this up from your house) if you don’t you will be charged an additional £80. The device on the side of your property must also not be removed and disposed of as this remains the property of Talk Straight. If you do dispose of this device then you will be charged £400.

Do you offer contracts for businesses and what’s the difference between residential packages?
Yes. Business contracts have different speed tiers including much higher upload speeds and come with prioritised data rates over general residential users.

I’ve got some more questions and need help / advice
We’re here to help and as a resident of the estate I personally want everyone as happy as possible. Please send me a message on Facebook messenger or email me at info@gwbroadband.org.uk. I’ll happily give you a call or pop round to talk things through.
 

Installation questions

How long will the install take?
Installs will take about 2 hours.

What is installed as part of the installation?
We install a small box on the outside of your property which needs to be aimed at one of our wireless nodes which are attached to lamp posts or the larger apartments. This will either be attached to your existing TV receiver pole and mount or a new one will be installed. A small hole is then drilled through your wall where a small network socket is installed (similar to a BT phone socket). Into this we plug in a small wireless router which your computers, phones and tablets connect to either over wireless or via a normal network cable.
 

Speed questions

What speed can the broadband solution deliver?
The solution can provide Gigabit capability (1Gbps or 1,000Mbps) both receiving (download) and sending (upload). However, full speeds are a premium product and we will be releasing different speed tiers depending on your requirements and budgets.

Will the speeds slow down at peak times?
It is unlikely that this will be the case. We aim to put in a quality service with sufficient “backhaul” to support the requirements of all of you that have signed up to the service. We’ll constantly monitor or “backhaul” links to ensure there’s enough capacity to deliver a quality service. We believe you will get a better user experience than if you bought Ultrafast broadband from BT.

What happens if it snows or rains heavily?
The wireless technology we use is not affected by snow or rain, even in heavy conditions.

What speed will the wi-fi run at?
The maximum speed our wi-fi currently runs at is 300Mbps which is more than adequate for most people. If you require fast wi-fi you can install your own wi-fi access points which support faster speeds. All physical LAN connections (cable connection) run at 1Gbps (1,000Mbps).

What if my wi-fi is slow in other rooms?
This is not an issue with the broadband connection or the wi-fi router we install. Wi-fi degrades when beaming through physical objects e.g. doors and walls. There are things you can do to improve speeds such as more your wi-fi router, add wi-fi access points to boost and spread the wi-fi or use Powerline Ethernet adapters with wi-fi points in which uses your electric cables to work like network cables and thus get your broadband connection working in other rooms.

How can I test the speed I’m supposed to be getting?
Go to www.speedtest.net The Server you use should be ours (Talk Straights). Hit the big “GO” button and see the epic speed you can now get!
 

Billing and invoicing

When will I be billed?
You will be billed on the 14th of the month after installation. E.g. if your service goes live on the 13th then you’ll be billed on the 14th of that month, if you go live on the 15th then you’ll receive your bill on the 14th of the next month.

Billing is pro-rated plus month in advance so if you receive a bill for our services in the same month as it goes live then it will be from that day to the end of the month + 1 month. If it goes live after the 15th then the month after you’ll be billed from the 15th to the end of the month + 2 months for the service rental. In both cases after this you’ll receive a bill for one month only.

We will not take any money until your service is live and working.

How will I be billed?
We will email you your bill on or around the 14th of each month. Historic bills can all be found on our billing portal.

How do I pay?
Billing is by direct debit, bank transfer or cheque. We charge a £3pm premium for non-direct debit payment as this saves on administration time.

How will you bill me for calls if I take a telephone line too?
We can bill you for all of the calls you make and you can view your usage on our online billing portal.
 

Technical Questions

Can I use my own router?
Yes, although this will make support more complicated for us as we don’t know how to configure every router type of router on the planet, but we will support this as most routers are reasonably generic. Please let us know if you’d prefer to do this so we don’t install one of our own routers at point of installation.

Does my connection come with a static IP address?
No, normal connections come with a dynamic IP address. I.e. If you reboot your router or if we make a network configuration alteration it will change. You can purchase a static IP address or block of IP addresses if required. See the pricelist for more info.

Do you offer home content filtering to protect what children can access online?
We won’t be offering this at launch but as we already deliver this service to thousands of schools in the UK it’s likely we will add this to our portfolio later.

Who do I call for technical support or updates on my install?
During normal working hours please call Talk Straight on 0 11 33 222 333 or email support@gwbroadband.org.uk. For our or hours support (best efforts) please email support@gwbroadband.org.uk. We will make a new support portal which should be live for January where you can raise support issues online.

Will your wireless broadband fry my brain and that of my kids?
No. We use the 60Ghz wireless spectrum which has been passed for use by Ofcom for exactly the situation we are deploying.
 

Complaints and your rights

In the unlikely event you’re unhappy with our service please email us on complaints@talk-straight.com. Should you still not be happy with our response then you can use an alternative dispute resolution scheme. Talk Straight is a member of the “Communication & Internet Services Adjudication Scheme” (CISAS) see https://www.cedr.com/consumer/cisas/ where you can raise a raise a formal complaint.
 

Questions from residents

Please could you explain in very basic layman's terms what the numbers mean? The Mbps download and upload?

An Mbit / Mbps (stands for Megabits Per Second) is a way of measuring speed of an Internet connection. The higher the speed the faster the connection. Think of it like being in a car where miles per hour (mph) is how fast you go in your car.

Download speeds are when you receive data e.g. a file or youtube stream is “downloaded” from somewhere on the Internet from your phone or your computer.

Upload speeds are when you send data e.g. a file, email or whatsapp photo to your friend and is “uploaded” to somewhere on the Internet from your phone or computer.

My pc does not have wifi. It is connected to router by cable. Would I be able to use your service with no wifi to my pc?
Yes. The router we install allows you to connect up to 4 computers to it by cable as well as being able to use wi-fi.

What will be the data costs be and can this be done via BT using the infrastructure you roll out?
There will be no costs for any data over the network. The usage is unlimited although subject to a fair use policy in line with other Internet Service Providers. Data runs over our network and not BT’s.