We are your neighbours so please let us know about any problems or disappointments.

If you feel one or more of us is not taking your problem seriously please put this in writing through our support system and the Directors will arrange an informal meeting within 14 days of receipt to work out a solution.

If you really feel we are not listening and the problem is serious we are members of CISAS (https://www.cedr.com/consumer/cisas/) – CISAS is managed independently by the Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution Provider, certified by Ofcom, to resolve disputes related to communication and internet services. The service is free of charge to customers as required by the Communications Act 2003.

Use the following recommended settings to configure your desktop e-mail application or to access Webmail.

We have recommended you use IMAP as this will leave a copy of your messages on the server, including folder structure and sent items which are then accessible on every device and via Webmail.

We do advise regularly backing up your e-mail account and archiving old messages to maintain good performance.

Please note that you will need to enable ‘SMTP Authentication’ in your mail client which can usually be enabled under the outgoing (SMTP) server settings. It should be set to ‘password’ mode and use the same details as your incoming mailserver.

Our installation costs are £349.92 this includes one router/access point – if your house needs a more complicated system further costs may be needed – these extra costs will not be covered by the Better Broadband Scheme.

Our monthly fee is £29.60 + £0.30 transaction costs for Direct Debit

Our fees will change from time to time as described on our website. As a member of the company you will have the opportunity to discuss any changes and vote on the options. But these changes are binding within your contractual period. However, the Company as a member of Ofcom recognises that we must give you at least a month’s notice of this and allow you to exit your contract without penalty if these are detrimental to you.

We utilise http://gocardless.com to process invoice payments and monthly direct debits; their name GOCARDLESS will appear on your bank statement with SWALELIFECIC in the reference.

No

• If a computer is plugged into the main router by an ethernet cable and utilising www.speedtest.net, we are providing over 100Mb download and over 28Mb upload with a fast latency (less than 50ms). However, a WiFi connected device will get less than this depending on the device, the testing software and the quality of the WiFi where the device is sited during the test.
• There is no limitation on monthly download (within the context of our Fair Use Policy).
• We hope not to manage your traffic, but we have the capability to do so, and we will monitor all household traffic but not at detailed level.

We are based in Upper Swaledale and cover north of Thwaite.

Guest networking provides a way for users to access someone else’s larger network with limited permission. They are often operated by businesses but have become more common on home networks also. In home networking, a guest network is a local network controlled by the same router that controls its primary local network.

Guest networks improve network security. With a home guest network, for example, you can give friends access to your Internet connection without sharing your Wi-Fi password and also strictly limit what information inside your home network that they can see. They also keep the primary network protected from network worms that could otherwise be spread to other computers if a visitor plugs in an infected device.

Those of you with Bed and Breakfast might do well to have a guest network.

As it stands our standard router (Ubiquiti AirCube AC) does not currently have guest network capabilities – however it is due to have this capability in the next before the end July 2019.

Your WiFi password is on the bottom of your AirCube router – it is the text after “WPA2”.

Remember the upper and lower case letters.

If you have more than one AirCube then it is on the router (which is the one connected to the antenna.

So your antenna cable got disconnected.

Simply push it into the top right blue port. This is important as it is the only port which can power the antenna.

Swaledale houses can be quite a challenge with thick stone walls and with barns knocked into the house they can be long.

However each house has variable issues and so we have to do a site survey to check.

In general about 50% of houses cope with one router/access point. Some houses have needed 2 addition access points.

You do not need a landline connection from BT to get a Swale Life connection.

Once you have Swale Life internet service you can cancel your BT Broadband connection and just keep your landline telephone. As a basic option this should be less than £10/month.

It is possible to get rid of your BT service completely and use IP telephony – so called VoIP (voice over internet protocol) which runs on SIP (Session Initiation Protocol). There are many ways of doing this – please start a conversation with us – they can be very cheap.

You can get a new number with 01748 STD or you can move your BT landline number to the SIP supplier.

In addition you can use WiFiCalling within your house using your mobile – this works well with EE.

We supply a high quality router made by one of the leading companies Ubiquiti.

This is the AirCube AC it has both 2.4GHz and 5GHz WiFi and some clever antennas.

More complex networks have more than one of these cube acting as a WiFi access point.

In addition we have a Ubiquiti UniFi installation for those with more complex needs. Please discuss you needs with Ian.

1. You check that you are eligible and you are willing to accept the Beneficiary Terms and Conditions – all good then you let Swale Life know on the application form.
2. Swale Life requests a voucher for you on the Department for Digital, Culture, Media and Sport (“DCMS”)  website.
3. Look out for the email from the Better Broadband Voucher team. Make sure it doesn’t end up in your spam folder because until you agree the new connection, the team can’t issue your voucher. It will come from better.broadband@notifications.service.gov.uk with a link to their website where you’ll find the scheme terms and conditions. If you confirm that you are happy with them we will confirm to your broadband provider that we have issued a voucher for you.
4. Once your voucher is issued (which we see on the DCMS website) we have 28 days to install your system.
5. Once installed we do some paper work with DCMS to let them know.
6. Look out for the second email from the Better Broadband Voucher team from better.broadband@notifications.service.gov.uk because this time you will be asked to confirm that the new service has been connected and that you are happy with your new broadband speed.
7. DCMS then pay Swale Life for your installation.
8. You will receive one final email from the Better Broadband Voucher team to confirm how much your voucher was worth – this on your connection invoice. As a possible follow-up, the Better Broadband Voucher team may ask if they can run a spot check on your connection a short time later.

The Better Broadband Voucher Scheme is available to any home or business that has a download speed of less than 2 Megabits per second and will not be the recipient of any state aid support, including superfast broadband services, within the next twelve months. See the government terms and conditions for full details. These are presented below:

• Vouchers are not transferable to other Beneficiaries or properties.
• Department for Digital, Culture, Media and Sport (“DCMS“) are not liable in any way for user errors or unauthorised use of the Scheme web pages and application materials by suppliers (that’s us) or Beneficiaries (that’s you).
• DCMS are not liable in any way for incomplete, false or misleading information given by Beneficiaries (including you) or suppliers. Where incomplete, false or misleading information is given, DCMS reserve the right to either cancel the voucher or reclaim the voucher value in full.
• DCMS reserve the right to discontinue or otherwise vary the terms of the Scheme in any way upon reasonable notice. In addition to being notified of any variations made to the terms of the Scheme, the current terms are available on request at any time.
• DCMS reserve the right to end the Scheme at any time.
• The contract for service you have accepted with your chosen supplier is in no way affected by the offer of a voucher or its issue or non-issue in accordance with these terms and conditions.
• Public sector organisations (including state schools) may not benefit from the Scheme.
• DCMS do not endorse any particular supplier or product and you should undertake all normal checks to satisfy yourself of the standing of the supplier and suitability of the product before placing an order directly with the supplier of your choice.
• DCMS accept no liability for any connection work undertaken. It is the responsibility of the supplier selected to ensure that the connection is installed correctly and without loss or damage. You should assure yourself that the connection has been correctly installed before confirming your installation is complete.
• You agree to provide DCMS with such additional information and assistance as we may reasonably require from time to time in relation to the operation of the Scheme. This may include (without limit) providing reasonable access to your premises or network for the purpose of making relevant compliance checks by DCMS or their agents.
• You agree to provide reasonable information and assistance to support the promotion of the Scheme, including providing information for a case study and taking part in any Scheme evaluation surveys.
• If you receive any information request under the Freedom of Information Act 2000 (or equivalent legislation applicable to you) that concerns the Scheme and/or DCMS you shall provide such request to DCMS without delay.
• These terms and conditions shall be subject to and construed in accordance with English law and subject to the exclusive jurisdiction of the courts of England and Wales. The rights and remedies of DCMS under or in connection with these terms and conditions may be waived only by notice by DCMS and in a manner that expressly states that a waiver is intended.
• In the event that DCMS decline your supplier’s request for a voucher on the basis that the premise for which the voucher has been requested is already capable of benefiting from a broadband connection with a download speed greater than 2Mbps, you may appeal this decision by contacting them at better.broadband@culture.gov.uk. Your appeal must contain the following information:
  • screenshots of three separate speed tests carried out at different times of day, while connected via Ethernet cable (rather than Wi-Fi) to your router;
  • full address details; and
  • any additional supporting evidence you wish to provide.

DCMS Data Protection Policy

Where you are a corporate Beneficiary, we and you shall comply with all applicable data protection laws. Any personal data (of your employees, company representatives or otherwise) provided by you shall be used in accordance with our privacy statement located at https://basicbroadband.culture.gov.uk/privacy_notice/. You shall comply with any additional data protection procedures notified by DCMS and ensure that (a) you have provided such employees, company representatives or otherwise (as applicable) with our privacy statement, and (b) all fair processing notices have been given and/or, as applicable, consents are obtained to enable DCMS to process the relevant data for the purpose of the Scheme.

We shall be entitled to require you to comply with such additional provisions as we may reasonably determine to be necessary in order to enable DCMS and you to comply with our respective obligations under Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and repealing Directive 95/46/EC (General Data Protection Regulation) OJ L 119/1, 4.5.2016 (being the GDPR).

Where you are a residential Beneficiary any personal data provided by you shall be used in accordance with our privacy statement located at https://basicbroadband.culture.gov.uk/privacy_notice/.

The text from the government website has been re-drafted to help your understanding.

To be eligible your house:

• must not have already received the connection supported by the voucher or any other publicly funded Scheme;
• must be in a location where there is no pre-existing broadband connection offering speeds of more than 2 Mbps (most of you can not get more than 2Mb Swale Life will already have informed you if you can); and
• must be in a location where a broadband connection offering speeds of more than 2 Mbps supported by any form of public funding is neither already available nor planned in the next 12 months (there are no plans for upper swaledale).

You must enter into a new contract or agreement for at least 12 months with a supplier registered to the Scheme (Swale Life contracts are 12 months).

We do although it is unlikely to affect you if you are using your internet for normal purposes – the detailed policy can be found here.

Swale Life Broadband believes in a safe Internet and works with other organisations and regulatory bodies to prevent illegal use of the internet.

The primary purpose of this policy is to prevent the illegal use of Swale Life Broadband Services as defined in UK law or the inappropriate use or misuse of the Services on the basis of Swale Life Broadband’s own judgement and discretion.

Details can be found here.

Our Terms & Conditions can be found on the following page https://swale.life/terms-and-conditions/