Frequently Asked Questions

• Contention
  
• Broadband
  
• Connecting to Magnet Entertainment
  
• Telephone Services
  
• TV Services
  
• Troubleshooting
  
• Commonly Used Terms
  
• PCTV over Wifi connections
  

Contention

Our Claim
"At Magnet Entertainment, we offer our customers an uncontended broadband internet service over our network."

What it means to our customers
"At Magnet Entertainment, we have built our network to a high standard and in such a way that we will sell you broadband capacity that we supply to you and only to you. As you use your connection, we do not require you take a cut in your service when more people get online as other broadband service providers do. We undertake to maintain this quality network guarantee going forward."

Technically speaking
The Magnet Entertainment network has been built using the latest technology and to the highest international standards. Unlike many of our largest competitors, the equipment we place in exchanges supports very high speed capacity to our core network and the Internet. In each exchange, at the point that we connect your line to our network, our capacity is greater than the maximum sum of all the capacity we sell to customers connected to that equipment in the exchange.

What it does NOT mean to our customers
"We obviously cannot warranty what congestion may be encountered by our customers beyond our network boundary. Similarly, server capacity with third party networks can adversely effect customer experience. Our undertaking is to supply the best quality broadband experience to our customers within the scope of our operations."

Why we can claim this now?
The Magnet Entertainment network is dimensioned to:

• Connect our customers to our network in the exchanges in a manner that does not limit the customers bandwidth as a result of sharing this connection with others; and
• Carry all our active customers' traffic on our network without imposing congestion limits.
• It is simply a question of math:
  • At the point of connection, the maximum traffic generated by one customer is 16.2 Megabits. Our standard connection equipment contains 48 connection points and uses backhaul links of 1 Gigabit of backhaul capacity. 48 customers X 16.2 Megabits equals a maximum 777.6 Megabits which is less than the 1 Gigabit backhaul capacity in our connection equipment.
  • With respect to congestion beyond the point of connection, our network contains many gigabit links which are dimensioned, monitored and increased from time to time to carry without congestion the maximum load placed on our network by our active customers.

Our core network and the capacity to the internet is similarly dimensioned to telecoms standards in such a way that you will not take a cut in your service when more people get online.

Broadband

Can I make and receive phone calls while I'm working on-line?
Yes. The broadband service is independent of your telephone line.

Does Magnet Entertainment supply and install a wireless card for me if I don't already have one?
Magnet Entertainment does not install or provide wireless cards. If you do not already have one, you will need to purchase and fit one yourself.

My children use the internet a lot and I need some way of monitoring what they are doing. Can I exercise parental control to block websites I don't want them to view?
Parental control is the responsibility of the user and is something you will have to organise on your own PC or laptop. Several programmes of this type can be found on-line or from software suppliers. If unsure, consult your local computer store for advice.

How much download is included in my monthly bill?
Your download limit depends on the Magnet Networks package to which you are subscribed. Details of these packages can be found on our website. www.magnet.ie

I have more than one PC's at home. How many Magnet Entertainment modems do I need?
Some Broadband providers charge per IP address and may require that customers purchase a router for multiple PCs. When using the Magnet Entertainment Network multiple PCs may connect directly to the Internet without the need for an expensive additional router. What is Magnet Entertainment's policy on firewalls? Magnet suggests the use of firewalls and virus scanners when connecting PCs to the Internet. Usage of the Magnet Entertainment network is not actively limited by the ports or sockets used by a customer's PC.

What is the contention ratio of Broadband with Magnet Entertainment?
Magnet Entertainment provides its services using Fibre To The Home (FTTH) and ADSL 2+ technologies. Where we deliver service either through FTTH or ADSL 2+ the broadband services is uncontended. This means that the broadband service delivered is dedicated to you and you will not have to share your line with other users.

Connecting to Magnet Entertainment

What is single billing?
All your Magnet Entertainment services are billed to you on the same bill. Your bill will detail the services to which you have subscribed and their prices.

How often do I receive a bill?
You will be invoiced monthly in advance for your rental charges and your bill will also include your telephone charges for the previous month.

How do I pay for my Magnet Entertainment service?
Payment is by direct debit, which you set up when signing up. Other types of payment may be accepted in exceptional circumstances, but you run a risk of losing your Magnet Entertainment services if a payment does not reach our account on time.

Can I get an itemised bill?
If requested, we will provide you with an itemised bill. However, there may be an additional charge for this service as you will be able to access your details on the company's on-line portal.

Do all prices quoted include VAT?
Yes.

Can I purchase individual Magnet Entertainment services, or do I have sign up for phone, TV and broadband as a package?
Magnet Entertainment offers a number of packages tailored to the individual needs of our customers. For further details, see the Packages section of this website.

Telephone Services

Can I block mobile, premier or international calls?
Yes, just call our customer support team at 1800 624 638.

How do I access my Magnet Entertainment voicemail?
If dialling from your Magnet Entertainment telephone, simply lift your receiver and dial 171. If dialing from another phone, dial your Magnet Entertainment phone number and wait for your welcome message. While it is being played press * followed immediately by your access code (the default code is 0000) and the # key.

Can I have more than one phone in the house?
Yes, but there will be a charge for each additional line that you require. If you want to have more than one phone with the same number, you will need to use a Dect Phone with some additional handsets and an analogue converter.

Do I need to enter a prefix before I dial?
No, just dial the number direct as you would with any other service provider.

Will I be able to use all of my telephone extensions when using the Magnet Entertainment service?
Yes, your extensions will all work in the same way as they did before.

Can I use services like Swift Call for international calls on my Magnet Entertainment phone service?
Yes. Swiftcall will work in exactly the same way as before.

What are the Peak, Off-Peak and Weekend times with Magnet Entertainment?
Peak times are 8am to 8pm Monday to Friday
Off-Peak times are 8pm to 8am Monday to Friday
Weekend times are 8pm Friday to 8am Monday

TV Services

How many channels can I receive?
The number of channels you can receive depends on the package to which you have subscribed. Details of these packages are available direct from Magnet Networks and in the TV section of this website.

How do I get more channels?
You can subscribe to additional channels by calling our customer service centre or by e-mailing your requirements to This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Can I block channels to exercise parental control?
It is possible to block specific channels in such a way that you must enter your Magnet Networks PIN each time you wish to watch them. To activate this service, please call customer services on 1800 624 638.

Troubleshooting

My phone is not working. What do I do?
Unplug the phone from the power and plug it back in again. If this does not resolve your issue, then please call customer service on 1800 624 638 between 9am and 5pm, Mon-Fri, and we will assist you.

My TV reception is not working. What can I do?
First check that all your connections are secure. Then unplug your Set-Top Box from the mains power supply and plug it in again. If the problem persists, please call our customer services centre on 1 800 624 638.

Some of my channels are not working. What can I do?
Ensure that you are subscribed to the channels that you are trying to watch. If this is the case, then please call 1 800 624 638 for assistance.

Commonly Used Terms

Access Network
The portion of a network lying between a customer's home or premises and the telephone company's point of presence. It is also referred to as "the last mile" or the "local loop". The access network today is primarily composed of twisted-pair copper wiring, but can consist of fibre or may be provisioned via wireless connections.

Digital Subscriber Line (DSL)
The generic name for a technology that allows large amounts of digital information to be sent over an ordinary copper telephone line. DSL increases the bandwidth possible over the line, transforming a normal telephone line (twisted copper pairs) into a high-speed digital line and enabling broadband services to be offered and received in the home or at work. DSL enabled lines are capable of supporting services such as fast Internet access and video or TV on-demand.

ADSL - Asymmetric DSL
So called because it allows information to be downloaded more quickly than information is uploaded. This makes it particularly suitable for internet surfing and for downloading files, music, movie and sports clips. In other words, ADSL is ideal for home and business use. As well as being used for general Internet access it is excellent for applications where downstream speed is most important, such as video-on-demand. ADSL provides always-on access at speeds that are 10 to 40 times faster than a standard 56K modem.

ADSL2+
The next generation of ADSL service that allows you to obtain faster speeds at longer distances from your telephone exchange, or to access ADSL when you previously have not been able to. ADSL2+ services are capable of download speeds of up to 24 Megabits per second (depending on your equipment and the distance of your home from the local Eircom Exchange) which allows for providing Triple Play services over your telephone line.

Always On
Always on means that your computer is permanently connected to the Internet via a broadband connection. A broadband connection differs to a narrowband connection because users don't need to dial up using a standard modem connection. You can control outgoing and incoming access to your broadband connection if you install personal firewall software.

Asymmetric connection
A connection in which the upload and download speeds are different. Typically, upload speeds are slower than download speeds

Bandwidth
Bandwidth is the amount of data that can be passed along a communications channel in a given period of time. Usually measured in bits-per-second, bandwidth is the capacity of your Internet connection to transmit and receive data.

Bit
A unit of data containing either a 1 or a 0.

Broadband
Broadband is the common term for a high bandwidth internet connection which can send or download information many times faster than with a standard telephone and modem. Actions online can be accomplished more quickly and more easily with broadband:

• Your internet access is always on, like electricity or tap water
• You don't have the trouble of dialling-up and logging-on each time you want to do something online
• You're always in touch. Friends and family are only a click away with email or instant messaging
• There are no surprise costs or restrictions on accessing the internet
• With ADSL2+, you can still make and take normal telephone calls while on the internet
• Download complex and graphic-rich websites virtually instantly
• Download music, animations and video clips faster than ever
• Play interactive games at top speed against gamers around the world
• Receive internet radio and other real time services without interruption
• Run your business more efficiently and effectively
• Work from home with high speed access to corporate networks and symmetric broadband services.

Byte
A unit of data containing 8 bits

Collocation
The process of installing equipment at an Eircom exchange in readiness for unbundling of the local loop.

Cookie
A small text file created on your computer when you visit some web sites. A cookie identifies your computer to the web site and lets the site know that you have been there before.

Digital
This is the coded representation of a waveform using binary digits in the form of pulses of light, as opposed to analogue, which is the direct representation of a waveform.

Download allowance / Download limit
The amount of data you can download from the Internet without incurring additional charges.

Download speed
The speed at which you download, or receive, information from the Internet

Ducts
Tubes through which cables are laid.

Fibre Optic Cables
A transmission medium that uses glass or plastic fibres rather than copper wire to transport data or voice signals. The signal is imposed on the fibres via pulses of light from a laser or a light-emitting diode (LED). Because of its high bandwidth and lack of susceptibility to interference, fibre-optic cable is used in long-haul or noise applications. Fibre-optic strands of pure glass can carry more information than copper wires over longer distances with less possibility of interference.

Firewall
A piece of software (or hardware) that blocks unauthorised traffic between your computer and the Internet.

Hacker
A person who gains unauthorised access to a computer, often with the intention of causing harm

Latency
Also known as delayed or elapsed time, latency is an expression of how much time it takes for a packet of information to cross a network connection, from sender to receiver.

Local loop
The copper wires that run from the Eircom exchange to a house. Consists of a twisted pair of wires.

Local loop unbundling (LLU)
LLU was mandated by the EU in December 2000. It requires those operators designated as having significant market power) to make their local networks (i.e. the telephone lines that run from a customer's premises to the local telephone exchange) available to other telecommunications companies.

MAN
Metropolitan Area Network

Multi Play
A "Multi" combination of Digital TV, Low cost telephone calls, broadband Internet access and extras such as integrated home security and gaming on demand offered as a package and delivered over in a single connection. The user receives a single bill.

Pay Per View
PPV allows users to watch Live events such as Sports Matches or Music Concerts. The user pays (roughly the price of renting a DVD) to watch the event on TV as it is happening.

Port
An opening on a device where you connect a cable (like the holes on the back of this device). An Ethernet port looks like a wide phone jack.

Router
A computer networking device that allows you to connect more than one piece of equipment to your DSL or Cable modem to share one Internet connection.

Triple-play
A triple combination of digital TV, digital (low cost) telephony and broadband internet access offered as a single package, delivered over a single connection and paid for by a single bill.

Upload speed
The speed at which you upload, or send, information to the Internet

URL
Universal Resource Locator - an address on the world wide web.

USB port
Universal Serial Bus port - an external interface for connecting devices to your computer e.g. scanners, printers etc

Videoconference
A conference between multiple people in different locations, using video technology to communicate.

Video-On-Demand (VOD)
VOD allows users to watch pre-recorded content such as movies and programmes. Users pay a fee (roughly the same price as renting a DVD) to watch a movie or programme that they choose from a list.

Virus
A programme that performs some undesired action on your computer and generally propagates itself to other computers.

Voice over Internet Protocol (VoIP)
Is a reliable technology that enables the routing of voice conversations over the Internet or any other IP network. The voice data flows over a general-purpose packet-switched network, instead of the traditional dedicated, circuit-switched voice transmission lines.

PCTV over Wifi connections

Please note that there may be problems using Magnet’s PCTV service over a standard Wifi connection. This issue is related to the distribution of TV signals over wifi connections which can be unreliable due to signal interference etc. Magnet recommend that customers intending to avail of the PCTV service using wifi throughout their home should add the optional Multi Media wifi device to their order. This device is the most advanced Wifi device on the market which integrates patented smart antenna technology for state-of-the art beam forming that increases signal reliability and extends range by a factor of 2 to 4X. It delivers 20 Mbps of guaranteed bandwidth to any corner of a 4,000 square foot home.