Some Frequently asked Mobile Broadband questions...
What is the contract length?
24 Months. If an existing customer purchases Mobile Broadband the contract for that and all other fixed services will be extended for a further 24 months.
Is there a connection fee to pay?
There is no connection fee to pay for existing OOB/ OOC customers adding Mobile Broadband to their contract. However if a new customer is taking OOB/OOC they will be charged the £30 connection fee as standard for the connection of their fixed line products.
What is the cost of the dongle?
The Mobile broadband dongle is available free of charge when taken with a fixed connection.
Does the customer need to have an existing package with Opal?
No you can be a new customer signing up to either Opal Office Caller or Opal Office Broadband
When will the customer receive their hardware?
Existing customers will receive their Dongle 5 working days after placing their order. New customers will receive their Mobile Broadband dongle 5 working days after the installation of their Opal Office Caller or Opal Office Broadband fixed line.
What speeds can the customer receive?
Customers can receive download speeds up to 4.5Mbps and upload of 1.5Mbps, however these speeds are not guaranteed and are dependent on network coverage.
What is the usage allowance?
The customer will receive 1GB data allowance included in the £6 monthly charge. This gives the equivalent of 40 hours web browsing, 8000 emails, and 30 documents or photos uploaded and downloaded per month, based on average web page, email, document and photo sizes.
Can the usage allowance be rolled over into the next month?
No, the usage allowance will start afresh on each billing month
What are the charges for going over the allowance limit?
We charge £6 per 1GB, rounded up to the nearest GB, unlike other providers who charge by the MB which can stack up quickly. That’s only 0.6p per MB
Can the customer share data allowance between users?
No, the data allocation is to that specific dongle. If the customer requires more mobile broadband dongles they can be added to the same account.
Can the customer have more than one mobile broadband provider?
Yes, however usage cannot be shared between the different providers. Opal only provides you with a mobile broadband service which runs on the T-Mobile network. Any other mobile service you have with this or any other provider is not covered by this contract.
Will the customer receive an installation manual?
The device is simple and easy to set up, with inclusive easily installed software. A user guide is also included should it be needed.
Can the customer make calls from their Mobile Broadband?
No, the inclusive SIM is only enabled for data, which excludes calls, SMS and MMS.
Can Mobile Broadband be used for International Roaming?
No, International Roaming is excluded from the package.
Will the customer receive 1 bill?
Yes, All fixed and mobile broadband products will be on the one bill.
What are the termination fees?
The early termination fees are the remainder of the contract + 30 days notice. E.g.
If the customer cancels after 12mths the termination fee is for 12 x £6.00 = £72.00
How will the hardware be delivered to the customer?
The dongle will be dispatched to the billing address and will require a signature.
If the customer experiences problems with their hardware who should they contact?
If the customer experiences any difficulty please phone 0800 781 0500
Does the dongle come with a warranty?
The dongle is covered by a 24 month manufacturer’s guarantee. Please see terms and conditions for further details.
What happens if my dongle is lost, stolen or accidentally damaged?
A £30 replacement fee will be charged.
What is the returns policy?
The customer may request a refund within 10 days of contract agreement. In this instance please refer the customer to Mobile Customer Services on 0800 781 0500
If the hardware is faulty on delivery will the customer be entitled to a replacement Free of Charge?
If the dongle is found to be faulty then it will be replaced Free of Charge. However if it is faulty due to user error/fault/damage the customer will be liable for a £30 replacement fee per unit.