Frequently Asked Questions on e-Speed

What is e-Speed? e-Speed is a new fast Internet access service from JTB. It operates at maximum access speed of 128kbit/s, 256kbit/s, 384kbit/s and 512kbit/s. The technology behind e-Speed is a variation of ADSL (Asymmetric Digital Subscriber Line) technology based on an award-winning system from Paradyne's patented Multiple Virtual Lines (MVL) technology. It allows the Customer to use telephone line and surf the Internet simultaneously. e-Speed provides a reliable high-speed Internet access and premium Internet professional services at affordable price.

How does e-Speed work? e-speed allows the normal voice telephony traffic to be routed to the telephone network, and the Internet traffic routed to e-speed network and Internet simultaneously through the same physical copper telephone cable. Hence with e-Speed, goodbye to the traditional dial-up. As long as your computer is on you are on line, just click on any of your browser and you are in the real cyberspace. No waiting time, no busy tone.

Is e-Speed a commercial or residential service..? e-Speed serves both commercial/business and residential customers. e-Speed is ideal for anyone in Brunei Darussalam who wants a fast and reliable connection to the Internet. E-Speed provides high-speed Internet connectivity at affordable rate. Ideal sites for e-speed installation include homes, school, office building, hospitals, apartments, hotels, bookstores, dealership, law offices, real state offices, governments offices and many others.

How fast is e-Speed? The maximum Internet access speed for e-Speed users are 128kbit/s, 256kbit/s, 384kbit/s and 512kbit/s (depending on the subscribed e-Speed package). However the actual speed may vary according to the availability of bandwidth to the web site being access. This is not the limitation of e-speed network, but due to the "bottleneck" of the transmission link to the web site being access.

Is the service available from other ISP's or the telephone company? No, e-Speed is only provided by JTB.

How long do I wait from the time I order e-Speed until it is installed? e-Speed service is being introduced in stages throughout Brunei Darussalam and will eventually cover the whole nation in the near future. Once it is ready to your area, e-Speed installation and activation shall be within days, not week or months. Installation times will vary based on the type of PC and peripherals you have. Typical installation will takes only 30 minutes.

With e-Speed does it mean that I must access the Internet only from home? Can I also access Internet from other locations? e-Speed customers can only surf or access the Internet in the area where the e-Speed modem is installed. They cannot surf or access from other locations like normal dial-up modem unless the other e-Speed subscribers at that site allow them to do so.

How can I check my usage hours? e-Speed provides its customers unlimited surfing hours at no extra charge, i.e. monthly flat rate. Hence there is no issue of usage hours

How can I tell the data download speed I am getting for e-Speed? Your web browser (usually Netscape Navigator or Microsoft Internet Explorer) has a speed indicator near the bottom of the screen. Note that the maximum Internet access speed for e-speed users are 128kbit/s, 256kbit/s, 384kbit/s and 512kbit/s (depending on the subscribed e-Speed package). However the actual speed may vary according to the availability of bandwidth to the web site being access. This is not the limitation of e-Speed network, but due to the "bottleneck" of the transmission link to the web site being access.

What will the e-Speed approved computer vendor need to do at customer premises ? They will check customer PC if meet with the minimum PC requirement and ethernet card requirement. Then they will begin e-Speed modem installation and Ethernet card installation (if require by customer). Upon completion of the installation, they will do testing by surfing the net

Who/where shall I contact if encounter problem with e-Speed service? For technical issue like cannot surf, modem power light not on etc, customer can contact e-Speed support center at telephone number 02-236 858 during normal working hours i.e. Monday to Thursday & Saturday - 8.30 to 12.00, 1.30 to 5.00 Friday - 8.30 to 12.00 Or you can file a complaint to e-speed toll free line 1800 2002 or 02-38 1396 For technical issue on your pc configuration, please contact your pc vendor or any of JTB approved contractor listed on our websites - computer vendor support.

Can dial up modem and e-Speed be used on the same telephone line? Yes, but we do not recommend as customer will experience slowness during surfing.

What is the function of the phone filters, provided with e-Speed modem? The phone filter separates voice and data signals to improve data transmission throughput and minimize audible background noise.

How to install phone filters? Phone filter is connected between the telephone wall socket and analog device (eg. Phone, dial up modem or fax machine)

How many phone filters do I need? It is recommended that you install a phone filter at every outlet that is using the phone line with espeed. One (1) phone filter are supplied with e-Speed modem free-of-charge. Additional phone filter will be charged at B$ 30.00 each. This payment shall be made to the JTB approved contractor directly.

Why does my connection speed to the internet is not the same speed as per my subscribe package? e-Speed provides fast internet access bandwidth to the internet. The maximum access speed subscribe by customer do not guarantee that is the speed when you access world wide web (w.w.w) Like any major highway system, the internet highway has many roadways and interchanges. Each with their own capacity and speed limit and like highways for cars, sometimes you get traffic delays. Just as you have to wait in your car while other traffic goes through at a traffic. Data sent to your computer has to wait while other data passes through routers, the internet equivalent of an intersection, on its way to you. You are more likely to run into slow internet traffic during peak hours than those times when fewer people are online.

Can I set up Local Area Network (LAN) using e-speed? Yes, you can. You will need a DSL router etc depend on your LAN requirement and which category you subscribe to (residential or business package). Please contact e-speed computer vendor for your requirement.

What should I do when I don't receive the monthly bills?

You can contact e-speed at telephone number at 1800 2002 or 02-38 1396 for re-sent of invoice by email / fax or you can drop by JTB payment counter to make payment straight away since the monthly charge is at fix rate except for the first invoice (refer item 10 below) We usually print bills on the 1st and 15th day of each month depending on the date of installation of the e-speed modem at your premises.

Why is my first month invoice differ from the standard fix rate? When you subscribe to e-Speed, you are require to make payment for the registration fees, installation and modem charges plus one month advance monthly charge. Our billing section, we will start billing your account the day after you accept the e-Speed service i.e. 1 day after the date shown on the e-speed acceptance form which you sign upon completion of installation of the espeed modem at your premises. On the first invoice you receive, there is always a pro-rated amount due to the first advance monthly payment. Refer example below for clearer picture and understanding. Example : Subscriber A subscribes to Residential Value Surf Package on 8 January 2001 and acceptance of e-speed service on 12 January 2001. Upon registration, A made the following payment, Registration : $ 100.00 Installation & e-speed modem charge : $ 300.00 Advance monthly payment : $ 98.00 Total payment made : $ 498.00 Your first invoice, dated 1st February 2002 will show the following amount Monthly payment for the month of January : $ 60.06 (from 13 Jan to 31Jan) B$ 98.00 / 31 days x 19 days = $ 60.06 As Subscriber A had paid 1 month advance payment of $ 98.00. Subscriber A needs only to pay $37.94 for Feb ($98 -$60.06) Should you have further queries on your bills, please do not hesitate to contact our e-speed toll free line 1800 2001 or 02-38 1396.

When I subscribe to e-speed service, what do I do with my existing dial up account eg. Brunet dial up ? You can either retain the account and continue paying the monthly fees or you can terminate the account.. When subscribing to e-speed service, your brunet dial up account WILL NOT be terminated automatically. You need to inform Brunet counter should you require to terminate your account. Espeed staff can assist you to terminate your dial up account subject to your dial up account has no outstanding amount. We recommend customer not to cancel their dial up account until e-speed modem has been installed at the premises.

Can I use my e-speed service at other location ? E-speed can work on telephone number you register for e-speed service only.