Demon Knowledgebase

Q.How long will it take to set up my Demon Broadband account?
Q.Can I migrate from my existing ISP?
Q.What is the minimum contract period?
Q.What happens if I move address?
Q.Are there any usage limits or restrictions?
Q.Can Home Broadband be upgraded to a different service at a later date?
Q.Is it possible to upgrade from Demon Standard Dial-up (SDU) to the Home Broadband service?
Q.I already have a Demon account. I want to order the Home Broadband service and keep my Demon Standard Dial-up. Is it possible to have both services on one account?
Q.Can I change my service from Demon Solo/Total or HomeOffice to the Home Broadband service?
Q.Is the Home Broadband service compatible with Apple Macs?
Q.Is it possible to order Demon Home Broadband and pay by Direct Debit if my bank account requires two signatures?
Q.What is the difference between Demon Home Broadband and other Demon broadband services?
Q.What is the difference between static and dynamic IP addresses?
Q.How can I order the Home Broadband service?

Q. How long will it take to set up my Broadband account?
A We will endeavour to make your service available within 7-10 working days subject to acceptance of order and service provisioning by our supplier. If there are any problems with your order, you will be emailed by our Broadband Provisioning team. If you have not heard from the team, you should assume that everything is progressing as normal. If you have not heard from us by the 10th working day after you placed your order, please email demonot@demon.net and we will reply, by email, with an update of your order status as soon as possible. Alternatively you can call our automated Broadband Order Tracking line on 0845 275 5527.
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Q. Can I migrate from my existing ISP?
A. Yes. Please contact our Sales team once you have obtained a MAC code from your existing supplier and they will be happy to help you set up a Demon Broadband service.
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Q. What is the minimum contract period?
A. The minimum contract period can be either 12 or 24 months. If you are unsure which contract you are on please contact our Customer Services team.
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Q. What happens if I move address?
A. As your broadband service is delivered via your telephone line it will be necessary to cancel your existing service and re-order. To do this, send an email from your Demon account to customerservices@demon.net, and re-order at your new address via our online registration form, available at www.demon.net. A new Broadband service will take approximately 7-10 working days to set up.
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Q. Are there any usage limits or restrictions?
A. Broadband services must be used in accordance with our Fair Usage Policy, a copy of which can be found here. This forms part of the Agreement between THUS plc and our customers. We would like to take this opportunity to remind you that in the circumstances where bandwidth usage exceeds what we consider to be reasonable, it is necessary to take steps to reduce usage to a more equitable level.
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Q. Can Home Broadband be upgraded to a different service at a later date?
A. Yes you can upgrade from the Demon Home Broadband service to any of our other Demon products. Please contact our Sales team who will also be able to assist you in choosing a suitable upgrade product to meet your needs.
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Q. Is it possible to upgrade from Demon Standard Dial-up (SDU) to the Home Broadband service?
A. Yes. You can upgrade online using our online registration form.
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Q. I already have a Demon account. I want to order the Home Broadband service and keep my Demon Standard Dial-up. Is it possible to have both services on one account?
A. Yes. Our online registration form includes the option to add to an existing account.
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Q. Can I change my service from HomeOffice to the Home Broadband service?
A. To change from an existing Demon Broadband product to the Home Broadband service you will need to cancel your existing service by contacting our Customer Care team on 0800 027 9190.
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Q. Is the Home Broadband service compatible with Apple Macs?
A. Yes.
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Q. Is it possible to order Demon Home Broadband and pay by Direct Debit if my bank account requires two signatures?
A. You would need to place your order using a credit or debit card. A Direct Debit mandate will then be sent to you in your joining information, which can then be used to set up payment via Direct Debit for both signatories.
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Q. What is the difference between Demon Home Broadband and other Demon broadband services?
A. The Home Broadband service offers:

• Fast connection. Up to 8Mbps downstream* and 448Kbps upstream for ADSL services and Up to 20Mbps downstream* and 1Mbps upstream for ADSL2+ services
• Unlimited email addresses.
• FREE Demon spam filtering on all your email. An automated filtering system removes the hassle of dealing with junk mail.
• Unlimited access (subject to Fair Usage Policy). A competitive 50GB for Demon Home 8000 and Demon Home 2+.
• Peace of mind. Our Internet specialists provide 24/7 email, telephone and live Text Chat support. (Calls charged 10p a minute from a standard BT line; other networks and mobiles may vary.)

The following options, which are available with our other consumer broadband products, are not included with the Home Broadband service:

• Web space.
• Electronic Fax.
• Static IP address.
• Access to newsgroups.
• Demon Dial Companion.

*Access to our top up to 20Mbps connection (maximum speed) is dependent on the proximity of your telephone connection to the BT exchange.
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Q. What is the difference between static and dynamic IP addresses?
A. A dynamic IP address is an address that is temporarily assigned to the user by their ISP each time they connect. A static IP address is an address that is assigned to a user when the service is ordered, and remains the same for the life of the service. Demon's Home Broadband is provided with a dynamic IP address.
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Q. How can I order the Home Broadband service?
A. The Home Broadband service can only be ordered online using our online registration form available at www.demon.net
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