Frequently Asked Questions
If you're in the unfortunate situation that you are experiencing problems with your Multiplay DSL connection, you will probably find some of the below useful...
Provisioning
I've already got ADSL. Can I move my connection to Multiplay DSL?
Yes! You can move from almost any broadband service to Multiplay DSL for free and with no downtime! You need to contact your existing ISP and ask them for a MAC code in order to migrate away from them.
Note: It is important that your existing ISP does not cease your connection at this point
Once you have your MAC code, which takes the format ''XXXXxxxxxxxx/xxxxx'', you are ready to place your order with Multiplay. The MAC code should start with BBDS, FTIP or BBIP and is represented by the XXXX in the format example. You will be asked for this MAC code as part of the ordering process.
That's all you need to do. Your line will be moved to Multiplay with no interruption to service. It's simply a matter of updating your ADSL username / password on your equipment when the migration completes.
Does Multiplay DSL have a minimum contract period?
The minimum contract for Multiplay DSL is only 1 month. However we do require 30 days notice of cancellations.
My connection was due to be migrated today but i'm still connected with my old ISP. What's wrong?
BTs systems do not always end your connection to your old ISP when your connection is migrated.
If your connection should have been migrated, we advise you to reset your router / modem. If it fails to connect with your old ISPs username / password, simply update your username & password to your new Multiplay DSL details and reconnect again.
If you manage to reconnect successfully to your old ISP there may have been a problem with the migration. Please contact support for a status update.
I am currently on a 1 Mbps connection but your availability checker is telling me I can only get 512 kbps! What's wrong?
BT reduced the limits for orders of 1 Mbps and above some time ago now. If you ordered before this point you would have received 1 Mbps and you may well have a totally stable line. Unfortuantely with the new limits we would only be able to migrate you over to a 512 kbps connection.
An alternative to people in this situation is to go for IP MAX. You can expect around a 1.5 Mbps connection, although this is dependent on your line conditions, distance to the exchange, etc. Read more about IPMAX here or check the IP MAX faq.
Multiplay DSL Service
What kind of connectivity does Multiplay have to the internet?
As Europe's largest independent gaming network, the Multiplay network has been designed from the ground up for high performance and low latency.
The network has well in excess of 8Gb/sec capacity and Multiplay are present in the majority of UK exchange points, ensuring unbeatable connectivity within the UK as well as to the rest of the global internet via several major transit providers.
Can I have a static IP / a routed block of IPs with my Multiplay DSL connection?
Yes! Every Multiplay DSL connection comes with a single static IP address as standard, meaning you will be assigned the same address every time you connect to the internet.
We are also able to provide fully routed blocks of either 8 or 16 addresses, however you will need to justify their use in accordance with RIPE regulations.
What happens if I go over my download cap?
Don't worry! We don't cut you off. Your connection will be limited to 256Kbps for the remainder of that month, which is more than enough for gaming/chat/email and web.
Only your downloads between 08:00 until 23:59 will count towards your download cap. Outside of these hours you can download as much as you like without penalty.
Do Multiplay use traffic shaping?
We do but not in the way other ISPs might. Often games traffic is not prioritised and will be treated the same as web-browsing, e-mails and so on. This has the effect that if lots of people are browsing the web (especially on sites like YouTube, Google Video and other bandwidth intensive sites) then your games are fighting for bandwidth which results in higher pings and lag.
With Multiplay however games and business critical services are given the highest priority. What this means is that high bandwidth applications, such as heavy downloading, will not affect either games or key business services.
Of course it's not all bad news for downloads - if there is capacity on the network to allow your large file to be downloaded without shaping then you won't notice anything different. As a gamer or business user we trust that you'll understand that this makes more sense!
Technical Support
What does my Multiplay ADSL username look like?
Your username will take the format
What settings should I use on my router?
The main settings you will need in order to connect are as follows:
- Connection Type / Enscapulation: PPPoA (PPP over ATM)
- Username:
@multiplay.net.uk - Password: Your Multiplay DSL password (Not the same as your Multiplay website login)
Most modems / routers will automatically detect all other settings, however if required the following settings also apply:
- VCI: 38
- VPI: 0
- Authentication: CHAP
- Multiplexing Method: VC Based
- MTU: 1492
- Primary DNS: 85.236.96.2
- Secondary DNS: 85.236.96.3
- Internet / WAN IP Address: Set to 'Obtain automatically'
Why does my router show i'm connected at a higher speed than the product I ordered?
When we place an order for broadband with BT, we may order a higher speed product than the one you requested on your line. We will then limit your maximum speed to the internet on our own equipment to that which you ordered.
This allows us to instantly regrade you to a higher speed ourselves, without having to place a regrade order with BT.
ADSL MAX (High Speed Service)
Can I get ADSL MAX?
Almost every BT ADSL Enabled phone exchange has been upgraded to support ADSL MAX. To check you can receive the service, visit the availability checker.
What speeds am I likely to see with ADSL MAX?
ADSL MAX is a rate adaptive product. It runs at the highest possible speed on your line, from a minimum download rate of 256Kb/sec up to a maximum of 8Mb/sec. Upload speeds are a maximum speed of either 448Kb/sec (on the 'IP MAX' service) or 832Kb/sec (on the 'IP MAX Premium' service).
The actual speed obtained is dependant on line length and line conditions and only users with very high quality lines can expect to receive the full 8Mb speed.
Will my existing hardware support an ADSL MAX service?
Usually, yes. ADSL MAX is based on the same ADSL v1 technology as the standard speed services, however some older equipment may not run at the kind of speeds ADSL MAX will be able to provide.
You need to check compatability with your equipment manufacturer for ADSL MAX.
My new ADSL MAX service keeps disconnecting me
This is a feature of ADSL MAX.
For the first 10 days of (active) service, your line may be forced to retrain with the hardware in your local phone exchange. This process is a feature of ADSL MAX, used to find the highest possible stable data rate and will cause your connection to drop out and reconnect. This is not a fault and can not be treated as such.