Published:
16 January 2023
Getting to grips with communications can be difficult when you are also trying to run a business. You might encounter words, terms and phrases that are hard to understand.
Our jargon buster explains what many of these terms mean, helping you to choose the right products and services for your business.
| Connection charge | This is the charge or fee associated with installing or reconnecting the phone line(s) or cables for broadband at your premises. |
| Unlimited (download) | Refers to the limits on how many GB of data you can download per month. 'Unlimited downloads' is used to advertise broadband packages which do not have a usage limit. However, non-dedicated, contended connections will often still be subject to a fair use policy. |
| 'Up to' | Refers to the maximum possible download speed of an advertised broadband package. Your actual speed may differ due to a number of factors, including distance from the nearest exchange. |
| Mbit/s | 'Megabits-per-second' is a unit of measurement referring to how fast data moves across a network. A higher number means a faster speed. |
| CLI | 'Calling line identification' refers to services that allow you to identify the caller's number or identity. |
| IP | 'Internet protocol' is the technology used to carry data over the internet. |
| Static IP | An IP address is a number that is assigned to a computer or device for connecting the internet. IP addresses may be allocated as and when devices connect to the internet so that different addresses are used by a device at different times. A static IP address is one that is allocated to a specific device on a permanent basis. A static IP is useful for businesses as it allows for running servers and hosting websites. |
| NGN | 'Next generation network', a network that uses IP technology in the core and backhaul to provide multiple services over a single platform. |
| M2M | 'Machine-to-machine' refers to connections between machines to create an integrated network. For example, M2M can be applied in business for remote maintenance and monitoring, real-time feedback, and tracking. |
Our tables below help to explain the types of services you can purchase. A wide array of other products and tailored solutions are available.
Fixed products and services
| Standard PSTN landline | A standard landline phone connection. |
| ISDN2/2e | A voice and data service that offers two phone channels and low-speed data connections. |
| ISDN30/30e | A voice and data service that allows between eight and 30 connections. |
| ADSL broadband | A standard internet connection delivered over a copper phone line. |
| Fibre broadband | Typically faster internet delivered either by fibre optic cable to the street cabinet (known as ‘FTTC’), or directly to the premises (known as ‘FTTP’). The speed of a FTTC connection can still be affected by your distance from an exchange. |
| Fibre to the cabinet (FTTC) |
Fibre to the Cabinet (‘FTTC’) uses copper cables to connect from the cabinet to the consumers end premises. FTTC uses very high-speed digital subscriber line (VDSL) technology and generally has a maximum download speed of up to 80 Mbit/s. As with ADSL, actual speeds diminish with distance from the cabinet, and the network can be affected by poor weather and is susceptible to faults. |
| Fibre to the premise (FTTP) | Fibre to the Premise (‘FTTP’) uses connections from the exchange to the premise, provided entirely over optical fibre. Generally, distance to the premises does not affect the speed delivered. Full fibre is less susceptible to faults and is not usually impacted by poor weather. It can generally provide higher speeds than fibre to the cabinet broadband. Sometimes referred to as full fibre. |
| Cable broadband | An internet connection delivered to the home by coaxial cable. |
| Leased line | A dedicated, symmetrical, uncontended private connection between two locations used to carry voice, video and data. Often used by businesses for connection to data centres and to the internet. |
| Ethernet | A technology used in a local area network (‘LAN’) to interconnect computers, carry voice or data services internally, and which can provide a dedicated connection to the internet. |
| Ethernet P2P | A technology sold by many business providers, offering dedicated 'point-to-point' fibre connections with a dedicated, symmetrical speed. Often used by businesses to connect multiple sites, and can be expanded. |
| EFM | ‘Ethernet in the first mile’, an Ethernet connection from a customer’s premise to the network, using copper pairs. The maximum capacity of EFM via copper lines is constrained, compared to Ethernet leased lines that use fibre. |
| Generic Ethernet Access | A broadband service commonly delivered by FTTC (but can also be delivered using FTTP). |
| SIP | ‘Session initiated protocol’ is a protocol that allows VoIP and video streaming services to be provided over broadband connections and can replace a traditional PSTN service. |
| SIP trunking | SIP trunking allows businesses to replace their existing telephony service, particularly ISDN30 lines. SIP trunking services can allow a business to use VoIP instead of traditional telephony services by connecting its private branch exchange (PBX) over an Ethernet leased line to a service provider. |
Connection terms
| Dedicated | A dedicated connection is reserved at all times for one user, and offers fixed-bandwidth with guaranteed speeds, unaffected at peak times. They are usually accompanied by a higher SLA. |
| Symmetric | Symmetric connections have equal upload and download speeds. |
| Uncontended | 'Uncontended' means your direct connection will not be shared with other users, allowing you to access all the bandwidth of the line to the exchange. |
Mobile products and services
| Smartphone | Handsets that offer more advanced features, on which you can easily access the internet, view emails, and download files and applications. |
| Standard mobile | A handset with basic capabilities such as allowing users to call and text. |
| Mobile broadband | Enables devices such as tablets, laptops and mobiles to connect to the internet. |
| SIM-only | Tariffs where the service is sold on its own without a handset. |
| PAC | A 'porting authorisation code' is a code that mobile providers must issue on request which allows you to switch your mobile service and keep your existing number. |
Other technologies
| VPN | ‘Virtual private network’, a secure private network created using an internet connection, used to connect a number of users (e.g. business employees) |
| Video conferencing | A service that allows you to call another person with a video feed at the same time. |
| Softphone | A piece of software that allows the user to make telephone calls over the internet from a standard computer. |
| VoIP | ‘Voice over internet protocol’ a technology that allows users to make voice calls using the internet, either over a fixed or mobile connection. |
| Phone systems and solutions | Can be used to provide internal or external communications and functions such as conferencing to your employees. |
| Cloud services | ‘Cloud computing’ refers to services that are made available on demand via the internet from cloud computing providers. Cloud services can be used to store and back-up data and features remotely, and allow access to them via a range of devices and locations. |
| SLA | 'Service level agreements' are part of commercial contracts and set out a supplier's commitment to provide services to an agreed quality, e.g. within a specified period. You may also have a 'service level guarantee' (SLG) which specifies your entitlement to compensation if the SLA is not met. |
| ETC | 'Early termination charge', a charge levied on consumers who terminate their contract before the end of any minimum contract period (or subsequent minimum contract period). Sometimes referred to as 'early termination fees'. |
| ARC | 'Automatically renewable contracts' are contracts where, at the end of a minimum contract period, whether an initial or subsequent period, the contract is automatically renewed to a new contract period by default, unless the customer proactively informs their provider that they do not wish this to happen. ARCs are banned for businesses with fewer than ten employees. |
| Minimum contract period | A fixed period of time for which a customer commits to taking services from a CP. It may be referred to as an 'MCP', 'initial supply period', 'commitment period', or a 'minimum term'. |
| Additional charges | Additional amounts of money, over and above the headline prices, that you must pay. These could be for additional services or non-standard services, for example: fully itemised bills, non-direct debit payments, ETCs. |
| Payment surcharges | A form of additional charge specifically in relation to any extra charges levied for not paying the providers standard method (usually direct debit). |
| Notice period | The number of days' warning that you must give to your provider to inform them that you intend to cancel or switch your services. |
| Openreach | The division of BT which installs and maintains telephone and broadband connections. In most cases, your provider will contact Openreach on your behalf. |
| Hosted (telecoms) | Refers to telephony and data services that are hosted remotely at providers' premises, thereby reducing the need for initial investment and on-site maintenance. |
| Unified communications | Normally used to refer to a situation in which a business integrates many forms of communications products and services into a network, allowing for unified operation and management, alongside and a consistent user-interface. |
| Uptime | The time in which a network or a machine, e.g. a server or router, is operational. |
| Slammed/Slamming | Slamming is an extreme form of mis-selling that occurs when your telephone/broadband services are switched - or attempted to be switched - without your knowledge and/or consent. |
| Alternative dispute resolution (ADR) | Alternative dispute resolution schemes act as an independent middleman between the service provider and the customer (an individual or a businesses with fewer than ten employees) when an initial complaint cannot be resolved. |
| PostRS | The independent postal dispute resolution service (known as PostRS) resolves disputes between regulated postal operators and their customers. The service is run and managed independently by Centre for Effective Dispute Resolution. |
| One touch switch (OTS) | One-touch switch (OTS) is a new process for switching landline and broadband services regardless of who your current provider is, or what technology or network it uses. This new process is due to replace existing switching arrangements from 3 April 2023. |
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