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Introducing Exa’s New Help Site and Line Testing Tool

Exa Support team

Exa are constantly looking at ways to improve our customer service. Take a look at what we have recently implemented below.

Introducing our Help Site

We have been extremely busy developing our self help website to provide you with guides to help you get connected, use SurfProtect and configure your equipment.

We are still working on ensuring all guides are live, however we would love to hear your suggestions for what you would like to see on there. Please feel free to use the submission box on the help page to request guides that you would find useful.

Exa Help site

New Line Testing Tool

Detect and troubleshoot connectivity issues more efficiently with our SoGEA, FTTP and FTTC line test tool on panel.exa.net.uk. Pinpoint faults in your broadband connection swiftly, without the need to raise a ticket to our helpdesk.

You can access this on any broadband line by using the “line tests” button on the left hand menu.

line test public facing image

Live Web Chat

Our technical support team are ready to help you on our live chat feature should a call not be appropriate. Just select the Support option and one of our expert advisers will be able to help you with any general queries.

If you have any queries specific to your account please get in touch via helpdesk@exa.net.uk. For your security, we are currently unable to share account information via live chat.

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Is DarkLight connectivity best suited to you?

Dark fibre is perfect if you are looking for a potentially limitless, ultrafast connection with complete flexibility and control.

If you fully rely on the internet, a dark fibre connection could be the best option for you.

Is Leased Line connectivity best suited to you?

Leased Lines are best suited to you if you have high bandwidth requirements and need a reliable, uncontended service.

It is ideal for you if you regularly carry out large uploads and downloads, use cloud based services and a VoIP telephone system as well as video conferencing, for everyday communication.

Is GPON connectivity best suited to you?

GPON is a great choice for you if you need gigabit speeds but don’t need them to be symmetrical. It is becoming more widely available across the UK but may not be immediately available to you yet.

Is Rural Fibre connectivity best suited to you?

If you want to make the move to full fibre, but are based in a rural area, this option is for you.

Is FTTP connectivity best suited to you?

If you have a number of users who use cloud-based applications to upload and download data on a daily basis, but don’t transfer large amounts of data, FTTP might be your best option.

Is Gfast connectivity best suited to you?

If your line cannot support a minimum of 100Mbps, this connection is not for you. Gfast must meet the speed as a minimum. 

If your line meets this need, and you’re looking for an ultrafast, consistent and reliable connection without the hassle and upheaval of construction work – this could be a good fit.

It’s worth noting that Gfast is a stop gap to FTTP, and is not a technology that is likely to be around for a long time.

Is FTTC connectivity best suited to you?

If you need more bandwidth but don’t really need a guaranteed speed, FTTC could be for you. It is widely available throughout the UK, making it suitable as a main connection. As this connection provides higher speeds than ADSL, it is also a good option for a back up to a leased line.

As with ADSL, once the PSTN is turned off in 2025/26, FTTC will become virtually obsolete and at the very least you will require FTTP to remain connected.

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Is DSL connectivity best suited to you?

DSL connections offer very limited bandwidth so it might be right for you if you typically use the internet for less data-intensive tasks. If you’re sending emails, browsing the web, downloading very small files and working with small amounts of data – you should be fine with DSL.

It is worth noting connections based on copper wire, like DSL, will be switched off in the UK by Openreach, with a phased approach due to begin at the end of 2025. If you don’t have a fibre connection at the moment, you’ll need to upgrade this as well as move to a VoIP telephone system.

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