As a network safeguard, users are limited to a two-hour continuous connection period on BTinternet during free access periods. After two hours, you will automatically be disconnected. However, you will be able to reconnect immediately.

When downloading large files, you will still be interrupted by the two-hour cut-off. However, it is possible to use an additional piece of software that will resume a download on reconnection without any loss of data.

An example of such a program is Getright.

Our apologies, but the helpdesk is unable to provide support for the installation or use of this application.

You will also be automatically disconnected if your internet connection is left idle for twenty minutes. Please note that this will only occur when no data is being transferred by the modem - if your computer is downloading or if you are actively using the internet in any way, the twenty-minute cut-off period will not affect you.

If you are cut-off at any point for reasons other than either of the above, please see our Service Status page which can be found by clicking here or by clicking on the Service Status link on the BTinternet Help page.

If there are no problems with the BTinternet service, please bear in mind that the speed of your connection is dependant on several factors, such as the speed of your modem, the distance between your modem and the local telephone exchange and whether or not any other appliances (telephones, answerphones etc) are plugged in to your system.

If you feel that there may be a configuration problem with your computer equipment, please email Support

If you are connecting at 64Kbps to BTinternet but your download performance is poor, please bear in mind that the throughput of your 64Kbps connection can vary depending upon a number of factors outside of the control of BTinternet. These include the performance of your PC and ISDN device, the destination web server or internet service to which you are connecting to or the route/interconnectivity between BTinternet and the destination network provider. The performance can also be affected by how many other users are using the same route across the internet at the same time that you are using it.