Welcome to JT Fibre. All you need to know about your new next generation Broadband

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1 Welcome to JT Fibre All you need to know about your new next generation Broadband

2 Welcome to the future of Broadband and Landline technology. Your home is now connected to Jersey s exciting new Fibre Broadband network. This guide contains all the information you need to ensure that your JT Fibre service and equipment continue to provide you with a great Broadband and Landline experience.

3 Getting started JT Fibre Broadband Your new wireless router has been installed and configured by the engineer but there is some information you need to know. Your wireless network name Wireless security key Your JT Fibre Broadband service uses a unique username and password to log you on to the Internet. These details should only need to be entered onto the wireless router once and the engineer will do this for you, but here they are for your reference: JT Fibre Broadband username The engineer has connected one of your devices to your new wireless network. If you have other devices that need to access your wireless network, simply search for your network name on your device and enter the security key when prompted. JT Fibre Broadband password For further information on connecting additional devices please visit

4 Further information Your new equipment In addition to the wireless router an Optical Network Termination (ONT) device has also been installed. The ONT will require very little maintenance but there are some important dos and don ts you need to know: Do keep the ONT connected to mains power at all times Don t use water to clean the ONT Don t cover or paint the ONT Don t unplug the cables from the ports on the side of the ONT ONT There are a number of lights on the ONT, which are used to indicate if there are any problems with your service. These are explained in the table on the right. If you need to contact the JT Fault team please call us on Indicator light Status What it means What you should do Power On The ONT is receiving power. - Fibre uplink General status Phone line On The ONT is switched off or not receiving power. The Fibre link is active and working. The Fibre service is disconnected or there is no power to the ONT. (All lights will be off). On The data service is active. - On There is no service/internet access. The voice service is registered and should be working correctly. There is a problem with the voice service. LAN-ports On The LAN cable is plugged in and activated. The port is not active or nothing is connected to the port. Check the ONT is plugged in and switched on. You can also check your battery backup unit if you have one. If the light is still off please contact the JT Fault team. - Check power is plugged in and switched on. If the light is still off please contact the JT Fault team. Please contact the JT Fault team. - Please contact the JT Fault team. - If a cable is connected to the router, the router is on but the light is still off, please contact the JT Fault team.

5 Troubleshooting JT Fibre Broadband If you are having any problems with your Fibre Broadband connection or speed, you should reset the router by switching it off for one minute then back on again. This can resolve some issues. If you are having issues with the speed of your service a useful fault finding tool is a Speed Test. You can run a simple Speed Test at Please run the test a couple of times and record the results. Variations in speed can be caused by different elements; from your internal wiring to the website you are accessing. They may also be temporary, but if the fault persists then please contact us. If after troubleshooting a fault still persists, please call us on Any information you can tell us, such as what was happening at the time of the fault, will help us to resolve the problem. We endeavour to resolve faults as quickly as possible. For details of repair times please see the Terms & Conditions section on There are a number of lights on the router, which are used to indicate if there are any problems with your Broadband service. These are explained below. Indicator light Status What it means What you should do Power Green The router is receiving power. - Internet WWW Wireless WAN Red Not ready, boot in progress. Wait until light turns green. Flashing Red On Upgrading or connecting. The router is not receiving power. Connection to Internet established. Not connected. On Wireless function enabled. - No link established. Wait until light turns green. Check the router is plugged in and switched on. If the light is still off please contact the JT Fault team. - If there is no light please contact the JT Fault team. Tap green button on side of router to turn wireless on. If you need to contact the JT Fault team please call us on

6 FAQ s What do I do if I move house? The Fibre router and ONT should stay in the property they were installed in. If you are moving to a new house that is already connected to Fibre, a router and ONT should already be in place and your services will simply be transferred. If your new house hasn t been connected to Fibre yet, but is in a Fibre ready area, we can arrange to install this for you. You may move to an area of the island where Fibre is currently unavailable. In this scenario your service will be moved to the equivalent copper Broadband service. When you call to arrange moving your phone line we will be able to confirm if Fibre is available in the area you are moving to. To arrange moving your services please call us on What do I do if the ONT or router gets damaged? If your router, ONT or any cabling gets damaged you must call the JT Fault team on An engineer visit will be required to assess the damage and carry out any repairs. There may be charges for any repairs or replacements that need to be carried out. Is the fibre cable safe? Fibre cables do not conduct electricity but there are other safety concerns associated with handling them. Fibre cables contain a very strong intense light beam, so if the cable is broken or tampered with you should never look directly into the end of it. Please also be aware that this light is invisible (infrared), so you should assume that the light is always present. Can I connect other devices to the unused ports on the ONT? The ports on the side of the ONT are assigned to specific services and the engineer will connect your router and Landline connection to the correct ports. Plugging equipment into any of the other ports will not cause any damage but the device will not function. Can I install additional cabling in my home? Yes, you can install additional cabling in your home if you require it. It is recommended that any internal cabling that will be used for data services such as Broadband is of Cat6 standard or greater. If I m going away, can I unplug the equipment to save power? Yes. If you re going to be away from your house for a period of time you can unplug the ONT, router and if you have one, the battery backup unit. Please note if you do have a battery backup unit and you switch the ONT off you must also switch the battery backup unit off in order to prevent it from activating. Your services will automatically reconnect when the equipment is turned back on. If the fibre cable is broken, either externally or internally, please contact the JT Fault team on

7 Can I use my phone in a power cut? The ONT requires power to operate so in the event of a power cut your Landline will not work unless you have a battery backup unit installed. Battery backup is an optional extra and will not be provided in each installation but can be purchased. If you have a Community Alarm from JT then a battery backup unit will be provided free of charge. If you do have a battery backup unit you will also need a suitable phone to ensure your Landline service is maintained if there is a power cut. DECT phones and Broadband routers will not function as they also require power to operate. My router isn t working anymore? As part of your JT Fibre plan we have provided you with a new Tilgin wireless router. This is the router that must be used with JT Fibre. If you re using a different router this may be the reason why your router isn t working. Why is my Wi-Fi speed slower than the service I m paying for? The speed you receive over a wireless network is affected by different factors, such as distance from the router, the environment in your house (e.g. granite walls) and other devices that may interfere with the signal (e.g. wireless doorbells and baby monitors). To ensure the best possible speeds are maintained it s always advisable to connect devices via Ethernet cabling. Please be aware that higher speed services such as 100Mb and 1Gb will not distribute at full bandwidth over a wireless connection. Are Advanced services still available on my Landline? You can enhance your Landline with a number of different Advanced services. For a detailed list of the services available please visit Please refer to the Troubleshooting section for some tips.

8 JT Fibre plans Download speeds With JT Fibre you can download a song in seconds, stream HD videos in an instant and even watch 3D movies online. To help give you an idea of what your JT Fibre plan can do, here are a few examples of the average download times of some popular content files. Download Size of file Speed of Broadband 2Mb 50Mb 1Gb Music track 4MB 16s 0.6s 0.03s Album 10 tracks 5 minute video 40MB 2m 36s 6s 0.3s 30MB 1m 57s 5s 0.2s 2 hour movie (SD) 1 1.5GB 1hr 37m 39s 4m 12s 2 hour movie (HD) 3 4.5GB 4hrs 22m 58s 12m 36s 1 hour TV Programme (SD) 1GB 1hr 5m 6s 2m 40s 8s 1 hour TV Programme (HD) 2 2.5GB 2hrs 26m 29s 6m 18s These timings are indicative and should be used only as a guide; a number of factors can affect the actual speeds experienced.

9 Experience faster speeds Don t forget, you can easily upgrade your service to one of our higher speed plans by calling us on Choose a plan that suits your lifestyle, whether you want to download d HD films and game online, or simply increase the speed and reliability of your Broadband. JT Fibre Plan Download speed Upload speed Peak time usage peak usage Standard monthly price 1Gb 1 Gbit/s 100 Mbit/s 100GB UNLIMITED Mb 100 Mbit/s 20 Mbit/s 100GB UNLIMITED Mb 50 Mbit/s 1 Mbit/s 80GB UNLIMITED Mb 8 Mbit/s 640 Kbit/s 40GB UNLIMITED Mb 4 Mbit/s 512 Kbit/s 20GB UNLIMITED Mb 2 Mbit/s 384 Kbit/s 10GB UNLIMITED Additional usage outside of peak time allowance is charged at 30p per GB. Peak usage is during the hours of 8am and midnight. Usage is UNLIMITED during the off peak hours of midnight and 8am.

10 Get even more from JT Fibre Make your TV extraordinary YouView is an easy to use TV service that combines all the best digital channels, seven day catch up TV services and on demand content, all in one subscription free box. By simply connecting a YouView set top box to your JT Fibre Broadband and your TV aerial you can: Watch, pause, rewind and record in HD Catch up on the last 7 days with BBC iplayer, 4oD, ITV Player and more View all local free to air digital channels and films on demand YouView is available FREE on 100Mb and 1Gb JT Fibre plans when you sign up for 24 months. Visit us in store to experience this new way to view. Retail price: YouView Box 500GB 249. YouView Box 1TB 299.

11 Keep what s important safe The more we all do online and store on our computers, the more we need to think about how we protect all of those valuable photos, documents and information. JT s new Online Backup service is a safe and secure way of keeping a copy of all your irreplaceable files. Automatic backup All your files will be automatically backed up from your home computer Easy restore Access your files from any Internet enabled computer, so they can be easily restored Access anywhere With apps available for Apple, Android and Blackberry, you can access your files on the move from your smartphone or tablet Online Backup is available with all JT Fibre plans and costs just 3.55 a month. To add the Channel Island s first and only Online Backup service to your JT Fibre plan simply visit

12 Contact If you have any questions regarding your service you can contact us by calling or ing For terms and conditions visit