Homevision FAQs

GENERAL

What is HomeVision?

HomeVision is a digital network that delivers digital TV, Video On-Demand to your television, a choice of broadband speeds for your PC and a range of phone call options for your home phone including free calls and cheap rate local, national, mobile and international calls. We have expanded our coverage area from February 2009 to offer our broadband and telephone services to the majority of telephone exchanges in Ireland. Unfortunately our Digital TV service is only available in certain areas of Dublin at the moment.

Does the service support more than one TV?

Yes. HomeVision currently supports up to two television sets dependant upon the quality of your phoneline.

How can I sign up to HomeVision?

You can sign up to HomeVision by calling our sales line on 1800 944 555 and talking to a Customer Sales Advisor or visiting the HomeVision website at www.homevision.ie. Please have your Eircom Account Number or Universal Account Number to hand along with your payment details (Direct Debit, Credit Card or An Post)

What if I do not have a telephone line?

To avail of HomeVision you must have a phone line. To order a phone line or have your existing phone line activated if your phone line is inactive, you can place an order for a new phone line through HomeVision. If you have a working line already, then you do not need to inform your existing provider that you are changing to HomeVision. We do all the processing on your behalf

Do I need a dish for HomeVision?

No you do not need a dish as HomeVision is delivered to you through your phone line. You must however have a working phone line to access HomeVision.

What is an "Eircom Line"? How do I know if I have one?

Even if Eircom is not your current service provider you may still have an Eircom phone line as Eircom owns the actual physical copper line to your home. If you find you don’t have a phone line, a line can be ordered directly from HomeVision. You can contact us at care@homevision.ie or call us on 1800 944 555. Alternatively you can write to us at Customer Care, HomeVision, 12 Kilcarbery Business Park, Nangor Road, Clondalkin, Dublin 22.

What is a UAN/EAN and where do I find it?

If you are an Eircom customer you can find your EAN (Eircom account number) at the top of your Eircom bill. If you have another service provider your UAN (universal account number) should still be on your bill. This is information you will need in order to place an order for HomeVision. It is the responsibility of your existing provider to provide you with your EAN/UAN within two working day of your request for same

Can I use my phone or the Internet while watching HomeVision digital TV?

Yes, you can use your phone line while watching HomeVision TV as we allocate separate additional bandwidth to deliver TV to you so there is no interruption or effect on TV or broadband services.

Is permission needed to install HomeVision?

As long at the phone line is in your name and you are the bill payer you do not need permission. If not, you will need to consult the bill payer and the person whose name the phone line is in.

Does an engineer need to visit my home?

If you have chosen a HomeVision package with digital TV you will need an engineer to install your set top box. However, if you have chosen broadband only or the broadband and phone option you do not need an engineer to install the service as you can do this yourself with the help of our self-install guide which comes with the router which we send to you. However, if you wish you can still request an engineer to install the service although you may be charged for this installation service.

Are there any incompatible services that I need to remove to get HomeVision?

You will need a phone line to get HomeVision. You will not be able to receive broadband or telephone services from any other service provider over your land line while you are with HomeVision and you will no longer receive broadband and telephone services from your existing supplier as part of the unbundling process.

What happens if I need help?

It is important to us that you can quickly and easily access our customer care if you have a problem or a question. You can contact us at care@homevision.ie or call us on 1800 944 555. Alternatively you can write to us at Customer Care, HomeVision, 12 Kilcarbery Business Park, Nangor Road, Clondalkin, Dublin 22.

I am only interested in HomeVision for its broadband service. Do I need to connect to the TV as well?

No. You can avail of broadband only or broadband and phone only services from HomeVision without needing to order the TV service. However, customers will find that you will make significant savings by adding TV to your package as well.

Is there a TV service only package?

Yes, there is a TV only service and we offer a phone service for free as part of the same service. The following combination of services are available

Telephone Only
Broadband package only
TV Only
Telephone and Broadband
TV and Broadband
Telephone and TV
- Broadband, phone and TV package

Can I get Sky Sports and Movies channels with HomeVision?

Yes. HomeVision carries Sky by Wire which delivers Sky’s premium channels to your TV set down your phone line. The channels provided by Sky are Sky Sports 1, Sky Sports 2, Sky Sport 3, Sky Sports Xtra, Sky Comedy, Sky Action & Thriller, Sky Family, Sky Sci Fi and Horror, Sky Classics, Sky Indie, Sky Modern Greats, Sky Drama SkySM1, Sky SM2 and Sky Premier (SM is standard definition versions of the HD channels). Customers can choose to select up to 4 Sky packs and receive all the Sky Premium channels.

Is my line rental included?

Yes! Unlike many other service providers line rental is included in the majority in your package price. This means the prices you see are the prices you pay and there is no additional line rental to add onto your bill. However they are some services where it is not included and this is detailed in the package information.

What competitor comparsions are used against HomeVision prices?

As of 1st Jan 2009, the following comparsions were applied

Product Name	Competitor Comparsion

HomeVision Talk	Eircom Standard Rate Plan
HomeVision Talk Off Peak	Eircom Talktime After Hours
HomeVision Talk Anytime	Eircom Talktime Anytime
HomeVision 1Mb Broadband	Eircom 1MB home starter
HomeVision 3Mb Broadband	Eircom Home Plus
HomeVision 7Mb Broadband	Eircom 7MB Home Advanced
HomeVision 1Mb Talk	'Eircom 1MB Home Starter' and line rental
HomeVision 3Mb Talk	'Eircom 3MB Home Plus' and line rental
HomeVision 7MB Talk	'Eircom 7MB Home Advanced' and line rental


On-Net Products
HomeVision Talk	Eircom Standard Rate Plan
HomeVision Talk Off Peak	Eircom Talktime After Hours
HomeVision Talk Anytime	Eircom Talktime Anytime
HomeVision 1Mb Broadband-On Net	Eircom 1MB home starter
HomeVision 3Mb Broadband -On Net	Eircom Home Plus
HomeVision 7Mb Broadband -On Net	Eircom 7MB Home Advanced
HomeVision 1Mb Talk -On-Net	'Eircom 1MB Home Starter' and line rental
HomeVision 3MB Talk -On-Net	'Eircom 3MB Home Plus' and line rental
HomeVision 7MB Talk -On-Net	'Eircom 7MB Home Advanced' and line rental
HomeVision 1MB Talk with TV	UPC Broadband Basic with Phone and TV Value
HomeVision 3MB Talk with TV	UPC Broadband Value with Phone and TV Value
HomeVision 10MB Talk with TV	UPC Broadband Value with Phone and TV Value
HomeVision 20MB Talk with TV	UPC Broadband Ultra with Phone and TV Value

What are the terms and conditions of your refer a friend scheme?

Definitions
Wherever these words and expressions appear in these Terms and Conditions of Scheme (each a "Condition" and collectively, the “Terms and Conditions”) the following definitions shall apply:

“€50” means a One4All voucher to the value of €50

“Active HomeVision Customer” means a person who has an residential recurring monthly subscription with HomeVision

“Referrer” means a existing fully paid up customer of HomeVision who refers a friend under this Scheme

“Referred” means a person who is a friend of the referrer and who has not being a residential customer of HomeVision in the previous 24 months.

“Payment” means a One4All voucher to the value of €50

Explanation of Scheme

All prices are quoted inclusive of VAT.

Residential Customers Only

By making a referral under the HomeVision Refer a Friend Programme, both the Referrer and the Referred Customer agree to be bound by the terms and conditions of the scheme set out herein.

In order to receive the payment , the referring HomeVision customer must have their HomeVision account payments up to date and the person they are referring must mention and provide details of the existing customers name and customer number at the time of signup.
If a Referrer signs up to this programme, they are hereby giving consent to HomeVision to contact the Referred party.
In order to qualify for the payment under the HomeVision Refer a Friend Programme, the following conditions apply:

at the time of referral, the Referrer must be a HomeVision customer and have a monthly subscription service greater than €27
Payment will not be made until a second invoice cycle with the Reffered Customer has occurred.
the Referrer must sign up through official HomeVision referral channels which are over the phone with our agent, via a paper contract or online via the website www.HomeVision.com.
Payment will not be given for referrals that were made prior to the launch date of the HomeVision Refer a Friend Programme (9/2/2009)
The Referrer will not receive the payment if their name and customer ID are not supplied or are not accurately given by the Referred Customer;
the Referred Customer must still be a fully paid up HomeVision customer at the date of payment.
the Referred Customer must pay their HomeVision account by either Direct Debit, credit card or An Post
the Referred Customer must sign up for a minimum HomeVision package greater than €27 per month
At the time of the referral, the Referrer’s account must be fully paid up to date as cash or credit will not be paid or applied to either customer’s account if either party is in arrears, disconnects or is otherwise in material breach of any applicable HomeVision terms and conditions.

HomeVision reserves the right, in its absolute discretion, to exclude any person from the “HomeVision Refer a Friend Programme” if, in its reasonable opinion, HomeVision believes that the Referrer or a Referred Customer is acting fraudulently or in bad faith. Examples of such behaviour include, without limitation, where a person refers or purports to refer an existing or previous customer of HomeVision, where the Referred customer is a sham (such as, for example, a second line within the same household as the Referrer). In such event, HomeVision shall be entitled to refuse to make payment and/or to recover any cost in respect of such activity
HomeVision may at any time suspend or void the promotion for any reason that HomeVision, in its absolute discretion, thinks appropriate and any liability from HomeVision to you shall immediately cease upon you being informed of such action. In the event of any dispute, whatsoever arising, HomeVision's decision will be final.
HomeVision will perform a independently monitored draw for a One4All voucher to the value of €500 after 6 months of operation of this Scheme. HomeVision reserve the right to hold subsequent draws every 6 months thereafter. To qualify for this draw, the following conditions apply:
1. At time of the draw, the Referrer must have referred a minimum of 10 new referrals within the 6 month period and have received 10 individual payments for those referrals
2. Both the Referrer and Referred must be active HomeVision customer at the time of the draw
3. The Referrer’s account and the Referral’s account must be fully paid up to date and neither party is in arrears, disconnects or is otherwise in material breach of any applicable HomeVision terms and condition

HomeVision’s standard terms and conditions (available at www.HomeVision.com) of use shall apply to the Referrer's and the Referred Customer's use of any HomeVision service and the terms and conditions set out herein apply solely in respect of the HomeVision Refer a Friend Programme.

BROADBAND

What is broadband?

When people refer to Broadband they are referring to a high bandwidth Internet connection. This type of connection can send or download information many times faster than a standard dialup telephone connection. Actions online can be carried out much more quickly and easily with broadband. At HomeVision our entry-level package is Up to 1Mb per second with higher speed connections up to 20Mb per second also available. With Broadband from HomeVision you receive the following:

Always on connection with no time limits on how long you spend online
Fast down load speeds of graphic heavy and complex web pages
Fast download of movies, TV shows and music
The ability to work from home with high speed internet, office file and email access
Online gaming with others from around the globe

What does Megabyte (Mb) per second mean?

This describes the speed at which content can be downloaded from the Internet including movies, music, TV programmes and web pages.

Should I choose a 1Mb, 3Mb, 7Mb, 10Mb, 20Mb connection?

It really depends on what you want to use your broadband for when online. 3Mb per second download speed is ideal for family use and is perfect for activities such as downloading music files and smaller video files, researching and studying for exams, sending emails, instant messaging and fast Internet browsing.

Up to 7Mb and beyond per second is ideal for downloading heavier content such as full-length movies, TV programmes or music. At this speed customers can also stream live radio and TV. If you are working from home this speed is ideal. It also facilitates very fast web page loading if just browsing the Internet.

How much is my monthly download limit?

Your download limit is 20 Gigabytes (GB) per month with the 1Mb per second broadband package.
Your download limit is 30 Gigabytes (GB) per month with the 3Mb per second broadband package
Your download limit is 50 Gigabytes (GB) per month with the 7Mb per second broadband package
Your download limit is 50 Gigabytes (GB) per month with the 10Mb per second broadband package
Your download limit is 60 Gigabytes (GB) per month with the 20Mb per second broadband package
You can add additional 10GB download per month for a standard charge of €2 per month

How much is a 50 GB and 30 GB download limit?

The monthly download limit refers to how much information can be downloaded from the Internet per month. A 50 GB download limit is the equivalent of the following depending on how you want to use the Internet:

Up to 15,000 songs or
140 TV programmes or
30 movies or
400,000 web pages per month

How much will I pay if I exceed my download limit?

If you manage to exceed HomeVision’s download limits there will be a charge 3.5c per megabit of data downloaded. HomeVision will also send a warning letter to you and reserves right to suspend your broadband service if you are judged to be abusing the download limit.

What is Contention?

Contention is when you share your broadband pipe with other people in your area. Contention can reduce the broadband speeds that you will get from your broadband supplier. So if for example someone has a Up to 3Mb broadband connection from a service provider, which has contention you may get significantly slower speeds if many people in your area are also online at the same time.

Can I make and receive phone calls while I'm using the Internet?

Yes. It is possible to use the internet and make telephone calls at the same time.

I have more than one PC at home. How many HomeVision gateways do I need?

Customers will only need one gateway, which will allow them to connect up to 2 PCs simultaneously. You could also get a bridge (available in any good PC store), which would allow them to connect as many PCs as you like to the gateway. Also we provide you with a wireless gateway as standard which allow many people to connect at the same time and share the broadband connection

What does always on Broadband mean?

Always on means that you are permanently connected to the Internet once your computer is turned on and has a broadband connection. Always on means that you don’t have the time restrictions or charges per minute that you have with standard dial up connections.

TELEPHONE SERVICES

How does my telephone work?

The telephone service from HomeVision provides the same quality of service as currently available from other service providers. Your telephone services is routed over our private, secured network similar to the way that Eircom route their telephone calls over their network. Depending on the number called, the call is handed over to the network owner of the called number. All operators are connected together to ensure no calls are dropped and that quality is maintained.

Can I have more than one phone in the house?

Yes you can attach up to 2 phone extensions to a HomeVision gateway or wireless router. You can make up to 2 simultaneous calls with one broadband line.

Do I need to enter a prefix before I dial?

No. Just dial the local number as you normally would with any other service. If dialling another area outside your local area just put that area code in front of the number as you would normally.

What are the Peak, Off-Peak and Weekend times with HomeVision?

Peak times are 7am to 7pm Monday to Friday
Off-Peak times are 7pm to 7am Monday to Friday
Weekend times are 12 midnight Friday to 8am Monday

What are the Peak, Off-Peak and Weekend call charges with HomeVision?

Click Here to download a PDF of all our call rates.

Does the HomeVision phone service have a Voicemail box?

Yes as part of the HomeVision service you will receive a Voicemail box that you can personalise and which people can leave messages on. The Voicemail box can be accessed by dialling 171 and entering your password.

Can you make or receive calls during the transition period over from your existing service provider?

If you are in our ON NET area, then during the physical transition period you will be able to make calls but not receive calls but this shouldn’t last more than a couple of hours?

If you are not in our ON Net area, then you will be able to make and receive calls during the transistion.

Can I move to HomeVision and keep my current telephone number with me?

Yes, you can move your telephone number to HomeVision with some minority exceptions. If you were provided with a new number by operators such as with BT, Magnet or Smart you will not be able to move your number to HomeVision. We are working to facilitate customers of these operators who would like to move their number. Please call our sales line on 1800 944 555 for more details.

TV SERVICES

How many channels can I receive?

There is one digital channel pack with HomeVision. The Digital TV pack gives you access to 31 channels which are RTE 1, RTE 2, TV3, TG4, BBC 1, BBC 2, UTV, Channel 4, 3e, Cbeebies, Setanta Ireland, Sky News, Sky One, Sky 2. BBC 3, CBBC, BBC 4, E4, UKTV Gold, UKTV Style, Alibi, UKTV History, Film4, UKTV Documentary, UKTV People, Living TV, More4, Dave, Living 2, Trouble and Bravo. In addition the full suite of Sky Movies and Sky Sports channels are available. In the future HomeVision will be expanding the number of channels that it carries and we will provide further details about this when it happens.

BBC 3, CBBC, BBC 4, E4, UKTV Gold, UKTV Style, UKTV Drama, UKTV History, Sky real Lives, UKTV Documentary, UKTV People, Living TV1, Living TV1+1, UK Bright Ideas, Living TV2, Trouble, and Bravo.

In addition the full suite of Sky Movies and Sky Sports channels are available as explained above.

In the future HomeVision will be expanding the number of channels that it carries and we will provide further details about this when it happens.

Can I block channels to exercise parental control?

Yes. It is possible to set up separate accounts on a set top box. Up to three accounts per household can be created applying the required channel access restrictions to each of the channels. You can choose to set up these accounts when registering for HomeVision, which are then password protected if required.

What is Video on Demand (VOD)?

Video on Demand is online video programming that you can request through your TV set and watch directly from the comfort of your living room. Just like a DVD, customers can Play Pause, Rewind or Fast Forward the video you are watching.

The rental period for our videos is 24 hours just like a DVD. The video can be viewed as often as possible within the 24 hours. HomeVision will be providing a range of VOD programming to customers starting with Irish programming, BBC programming and a range of TV Movies.

Can I get Video on Demand (VOD)?

Yes. Any one who has subscribed to one of HomeVision’s TV packages will automatically have access to VOD through the HomeVision on screen menu, which will also guide them through the steps to access the programme of your choice. Any VOD you watch will automatically be added to your bill at the end of each month.

How much does VOD content cost?

The cost of the programmed primarily depends on the actual video selected for purchase. The cost of the video is clearly highlighted when you are browsing the selection of videos. After purchasing the video, there is a 5 minute period after purchase when the purchase can be cancelled.

Can Video on Demand be recorded?

No, all our video content is encrypted and is highly secured. The video is only available for viewing for the rental period (normally 24 hours). The video will be automatically removed from your TV portal account after the 24 hours has elapsed

OTHER QUESTIONS

Do Old Age Pensioners get an exemption from line rental?

Yes, we support the DSFA and the allowance will appear on your bill, similar to other operators

Can you send a fax to a Homevision number?

Yes is the answer. The HomeVision telephone supports sending and receiving faxes

BILLING AND PAYMENT

Will I be billed for all my services on a single bill?

Yes. we provide a single bill for all your HomeVision services. This bill will also be itemised so you can keep track of any Video on Demand that you have purchased or telephone calls that you have made that are not covered by your phone package. Your bill will be available online at www.homevision.ie. We can also provide you with a paper bill, however a fee is applied for this service.

Paper Bill Fee: €2

How often do I receive a bill?

You will be billed monthly for HomeVision’s services. Monthly package charges will be billed in advance and teleppone calls and Video on Demand Services will be billed monthly in arrears. Your bill will be available online at www.homevision.ie. We can also provide you with a paper bill, however a fee is applied for this service.

How do I pay for HomeVision?

There is three methods of payment for HomeVision and they are by direct debit, credit card and An Post. Please note that there are late fee charges and failed payment fee charges applicable.

What payment penalty charges will be applied with HomeVision?
- Failed Direct Debit Fee: €10
- Failed Credit Card Fee: €10
- Late Payment Fee: €10

What Fees are applicable when I change my services, contract name or address of service location?
- Service Downgrade Fee = €50
- ADD ON Downgrade Fee = €10
- Termination Fee = €100
- Address Move Fee = €50

Where do I find my bank details for Direct debit?

All the information you need to set up a Direct Debit Instruction (DDI) is in your cheque book or on your bank statement.

Can non account holders set up a direct debit on other people's accounts?

No. Only the person whose account the name is in can set up a direct debit on that account.

How can I be confident this information is being securely managed?

We can assure you that all information is retained in the strictest confidence and you are protected under the Direct Debit Scheme rules in the event of any queries regarding entries on your bank account.

What if mistakes are made in recording my details?

There are a number of measures in place to safeguard against genuine mistakes. Firstly, you are protected by the Direct Debit Scheme rules. If at any time money is debited from your account incorrectly the Banks and Building Societies guarantee to refund it. Secondly no changes to the date, frequency or amount can be made without notifying you in advance of your account being debited. And finally, you have the right to cancel any Direct Debit any time simply by writing to the HomeVision (Originator of your Direct Debit) and your Bank or Building Society. A copy of these safeguards will be included in our confirmation letter.

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GENERAL

What is HomeVision?