Other information

Complaints code of practice

At Optify Mediaforce Limited, we aim to provide the very best customer service. However, we recognise that sometimes things can go wrong, and when they do, we want to put them right for you as quickly as we can.

In this complaints code of practice, we’ll outline how you can get in touch with us if you want to make a complaint, and we also tell you how we deal with your complaint.

It is available here or you may get a copy by calling our Customer Care team on 0333 308 0090.

How to complain about our broadband service

If you are a consumer or small business that has purchased a service provided by Optify Mediaforce Limited, and you are unhappy with the service or have a complaint, you should contact our Customer Care team first.

You can do so 24 hours a day, 7 days a week in any of the following ways:

By phone

The quickest way to let us know if you're not happy with our service is to call us by phone on 0333 308 0090. A member of the team will take down all the relevant details and then investigate your complaint. We commit to respond to your complaint within 10 working days.

By email

If you prefer to contact us in writing, you can email us at care@optify.net.

You'll need to include:

• your name
• your account username
• your account number
• a contact telephone number
• details of the complaint

A member of the team will investigate your complaint and respond within 10 working days.

By letter

If you prefer, you can make a complaint by writing to:

Optify Mediaforce Limited
1 Kingsmill Business Park
Chapel Mill Road
Kingston upon Thames
KT1 3TG

If you write to us, you'll need to include:

• your name
• your postal address
• your account username
• your account number
• a contact telephone number
• details of the complaint

Once we receive your letter, a member of the team will investigate your complaint and respond within 10 working days.

What we'll do and when we'll do it

We would aim to resolve any problem as quickly as we can, and preferably over the phone with you. However, if we can't resolve your complaint there and then, we'll do further investigation work and get back to you with an update as soon as we can.

We will aim to keep you updated regularly during the process.

If you're still not happy after all that

If you're not happy with our final position on your complaint, you can take the matter to Alternative Dispute Resolution (ADR) by contacting Ombudsman Services.

Ombudsman Services is approved by Ofcom and provides an independent, free of charge service for customers who are not satisfied with the final outcome of their complaint.

Ombudsman Services cannot deal with complaints regarding commercial policy (for example, concerning our prices, broadband, availability, or a decision made by us to refuse to provide a service following our fraud or credit checks); nor can it deal with complaints from business customers with more than 10 employees.

In addition, Ombudsman Services will not review any complaint which is less than 8 weeks old, unless we agree we cannot do anything further and have provided you with a deadlock code.

Ombudsman Services' contact details are:

Ombudsman Services: Communications
3300 Daresbury Park
Daresbury
Warrington
WA4 4HS

Website: ombudsman-services.org/communications

Email: osenquiries@os-communications.org

PLEASE NOTE: Before contacting Ombudsman Services, all complaints need to be submitted to us by one of the methods outlined in the how to complain section above, to give us the opportunity to resolve it first.

Nothing within this complaints code of practice forms, or is intended to form, any contract between you and Optify Mediaforce Limited. Our standard terms & conditions apply to the product or services available. Nothing in this complaints code of practice affects your legal rights.

v2.0 updated 7 December 2020

Accessibility

At Optify Mediaforce Limited, we want to ensure that all vulnerable customers are fully supported and looked after. To this end, we offer a number of services to support customers. If you have particular requirements and wish to speak to us concerning the services offered below, please call Customer Care on 0333 308 0090 to discuss your needs. We may need to send you an authorisation form to get your consent to process your personal data so that we can fully support you.

Text Relay

Text Relay services enable customers, who can’t speak on the phone, to make calls using a third-party provider, who take typed conversations from the customer and relay this to the called party. To use this service, customers will need to dial the following codes from a text phone in conjunction with the number they are calling:

• 18000 to contact the emergency services (NOTE: it is not necessary to dial 999)
• 18001 before the full number for a text to text or text to voice call
• 18002 before the full number for a voice to text call

Customers can also use an app in parallel with a phone call to use the text relay service. Please visit www.relayuk.bt.com to find more details of how to set up and use the full range of text relay services.

Alternative document formats

We can send contracts, terms & conditions, and bills in alternative formats, such as Braille and large print format. Please call our Customer Care team on 0333 308 0090 to discuss this further.

Priority Fault Repair

If you are reliant on the phone service that we provide, for health or other reasons, we can offer a free priority telephone fault repair service. This service is only available if you or someone in your household is at risk, and we will give your fault priority over other individual customers in your area who also have a fault. Please call us on 0333 308 0090 to discuss this service and to register.

Please be aware that there may be circumstances beyond our control where we may not be able to provide this service, for example, due to major repairs required during storms.

Nominating a Third Party

You can nominate a third party (such as a friend or relative) to act on your behalf and with whom we can contact in relation to your account. Bills can be sent to this third party and they can pay on your behalf if you wish. Please call us to discuss this in more detail and we will send you a nomination form that your third party must complete and that you must also complete and then send back to us.

For more information on how we process your personal data, and why, please refer to our Privacy Statement.

v1.0 updated 7 December 2020

Abuse policy

At Optify Mediaforce Limited, we aim to provide the very best service to all our customers. We look to run a clean network which operates on fair principles and we always investigate reports of abuse.

If you encounter something you think might constitute abuse, such as spam or inappropriate content, which you believe has come from our network or systems, please use our dedicated email address below:

abuse@optify.net

We will respond within 48 hours of you notifying us.

v1.0 updated 10 December 2020

Price Guide for Residential Customers

Our Price Guide for Residential Customers contains the prices of all of our different packages, along with details of additional fees, phone charges and international call rates.

If you have any questions regarding our products and pricing, or you would like further information, please contact our Customer Care team.

Master Services Agreement

Version: 2.0

Date: 10 December 2020

University of Glasgow

Your guide to using the in-room wired and wireless broadband at the University of Glasgow.

This page covers the following information:

• Getting connected
• Registering for Optify
• Managing your account 
• Troubleshooting
• Frequently asked questions

Getting connected and registering

For your convenience, you can connect either using wired ethernet or Wi-Fi:

• Wired

  Simply connect your computer to the network socket with an Ethernet cable and your computer should see the network and detect the Optify service.

• Wireless

  Connect to the "Optify" Wi-Fi network. Your device will detect the service automatically.

Once connected, open up a web browser and you'll see our welcome screen. From here you can register for a Optify account.

NOTE: The speed of service will vary from location to location. Speeds can also vary depending on a number of factors, including the device you're using, and the way you connect to our network. Typically, Wi-Fi connections, while being super convenient, are not the best if you want superfast downloads. Talk to us for more information.

Registering for Optify and signing in for the first time

Registration is a straightforward process that is completed entirely from your web browser. Once you have connected to the Optify network, you will be presented with our welcome screen. Choose the Sign Up button in the "New to Optify" section to begin registration. Follow the on-screen prompts to create your account.

Once the process is completed, remember to make a note of your Username and Password (these will also be emailed to you along with an account validation email). After registration, you will be returned to the welcome screen, where you can sign in. After you sign in for the first time on each device, it will be automatically logged in from then on. You can have up to 10 devices that will be automatically logged in.

A note about security:

Optify is essentially a public access network, so you must exercise the same precautions you would do when connecting to any other public hotspot:

• Never share your username and password with anybody else. This is strictly forbidden in the Optify Terms & Conditions that you accept when you sign up to the service. If somebody else knows your username and password they could access your personal details through My Account.
• If you suspect that somebody else may have accessed your account, please contact Customer Care immediately.
• If you will not be using your devices for a period of time, consider signing them out from Optify.
• Ensure that any financial transactions you carry out online are under a secure connection. This will be indicated by a URL that begins with https:// rather than http://. Most browsers will indicate that a connection is secure by displaying a small padlock icon.
• Make sure you have adequate antivirus protection on your computer and that its definitions are set to update automatically. We recommend that you also install anti-spyware software.
• Make sure that your computer’s built-in software firewall is turned on. It is turned on by default on current PC and Mac operating systems and your computer will warn you if it is disabled.
• If you have previously enabled file sharing, disable it to minimise any risk of other users being able to access your files remotely across the network.

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Managing your account

Once you have your account, the My Account is where to go if you need to make alterations to your account or see your statistics.

To visit it, type https://myaccount.optifyyourworld.com into your web browser or click My Account from the welcome screen.

Overview

From the Overview screen, the four most commonly used functions are displayed as large, prominent buttons. You can either click one of those to go directly to that function, or select something from the menu on the left.

Account Summary & Upgrades

The Account & Upgrades screen displays a summary of your account: Your name and address, your User Name, Account Number and PIN, the product you have and a summary of your account usage for the past month. From here, you can:

• Change your personal details
• Change your password
• Upgrade your account
• View statistics about your account usage

Changing Your Personal Details

Choosing this option will take you to a screen where you can edit your name and address. Simply click the Save Changes button when you're happy with your changes. If you don't want to save the changes, click Discard Changes to return to the previous screen.

Changing Your Password

To change your password, simply fill out the three boxes on the form and click the Save Changes button. If you don't want to change your password, click on Discard Changes.

Upgrading Your Account

To upgrade your account, click on the large Upgrade button on the Overview page or Upgrade, extend or change your current product from the Account Summary screen. You will be presented with the option to change the speed and billing interval of your account.

If you want to downgrade or cancel your account you will need to call Customer Care.

Simply select one of the options to see a preview of the account changes and costs. If you're happy with your selected option, click on the Continue to Step Two button. You will be asked to confirm or change your payment details, confirm your product selection and then your upgrade will complete.

If you don't have an existing payment method, you will be given the opportunity to add one.

Once your upgrade has completed, it will take a few minutes for the new speed to take effect.

Personal Information

The Personal Information screen gives you a summary of the information we hold about you: Your name, the address where you are using Optify, your billing address and your account details.

From here, you can:

• Change your personal information
• Change your billing address
• Change your e-mail address
• Change your password

Changing Your Personal Details

Choosing this option will take you to a screen where you can edit your name and address details.

Simply click the Save Changes button when you're happy with your changes. If you don't want to save the changes, click on Discard Changes to return to the previous screen.

Changing Your Billing Details

Choosing this option will take you to a screen where you can adjust your billing name and address. Simply click the Save Changes button when you're happy with your changes. If you don't want to save the changes and return to the previous screen, click on Discard Changes.

Changing Your E-mail Address

Choosing this option will take you to a screen where you can change the e-mail address associated with your account. Simply click the Save Changes button when you're happy with your changes. If you don't want to save the changes, click on Discard Changes to return to the previous screen.

Changing Your Password

To change your password, simply fill out the three boxes on the form and click the Save Changes button. If you don't want to change your password, click on Discard Changes.

Billing & Payments

In this area, you can see the payment methods we have on file for you and your upcoming and past payments.

Viewing Your Payment History

Your payment history is shown at the bottom of the Billing & Payments screen. If you have a chargeable account, it will also show you any upcoming payments.

If you have any refunds or pre-paid account time, they will also show up on the itemisation on this screen. You can also see the status of any payment, including declined payments.

Adding a Payment Card

To add a payment card to your account, use the Add Card button. You will then be taken through the steps to add the card to your account for future use for purchases.

The Add card button is only visible if there is no card registered to your Optify account. Updating a Payment Card

To update a card on your account, click the Change this card button. You will then be taken through the steps to add the card to your account for future use for purchases.

The Change this card button is only visible if there is an existing card registered to your Optify account.

Adding & Removing Devices

You can add extra devices to your account, allowing them to automatically sign in to Optify without having to provide your User Name and Password.

To reach the Devices screen, select Devices from the Overview page or main menu.

By default, your account adds any device that can sign in through a web browser, then those devices will be shown on this screen.

Adding a New Device

To add a new device, click on the Add Device button.

You will need to provide some details about the device you wish to add to your account:

• Device name: Give your device a name, for example "My tablet".
• Type: From the list, select your device from the list of common devices. If you don't see your device select Some other kind of device at the bottom.
• MAC Address: Enter your device’s MAC address. If you don't know how to find it, click the Get help finding your MAC address button for step-by-step guides for the most popular devices.

Once you are happy with your choices, select the Save Changes button.

After adding or updating devices on this screen, there may be a delay before they can be used. If you have already connected the device, please disconnect the network cable, turn off Wi-Fi, or turn off the device and wait for 20 minutes before reconnecting it.

Editing a Device

To change the details for a device you have already added, click on the Edit button to the right of it in the devices list. You will be taken to the Edit Device screen.

Removing a Device

To remove a device from your account, click Delete to the right of it in the devices list.

Finding the MAC Address of a Device

If you don't know how to find the MAC address for your device, click the Get help finding your MAC address button on the Add Device or Edit Device screen for a step-by-step guides for the most popular devices.

You can access the MAC Address guides directly by visiting https://myaccount.optifyyourworld.com/machelp in your browser.

Usage Statistics & Records

If you are curious, you can take a look at how much you've used Optify since you signed up. The page displays a table with your itemised usage by month.

Don't worry, there are no limits on your account, we only let you see this information to get a feel for how much data is being sent and received. This sort of information is very handy for working out if you have a virus, but mostly it's cool to see how much you can push about with our service.

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Support & Tickets

If you have contacted Customer Care and they have raised a ticket for your account, you can view it in the Support & Tickets section of Account Management.

Here, you will see a list of all the individual tickets and the internal responses as your support request has been processed.

Troubleshooting your connection

Sometimes things don't always go perfectly, and before you call Customer Care, it might be a good idea to check for a few common problems.

Troubleshooting a Wired Connection

If the welcome screen does not appear when you connect, try the following:

• If the socket has two ports, try using the other one.
• If you have wireless turned on, try turning it off, as it may have connected to an open wireless connection from somewhere else and that can sometimes interfere.

Troubleshooting a Wireless Connection

If the welcome screen does not appear when you connect, try the following:

• Make sure you have connected to the Optify network.
• Check to see if the Optify network is in range.
• Try turning your Wi-Fi off and then back on.

If that does not solve your issue, please call Customer Care.

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Frequently asked questions

Please check these common questions before contacting Customer Care:

I have forgotten my Username or Password - can you help?

You can either use the Password Recovery function from the sign in screen or give Customer Support a call and they can help you recover your details. You will need to answer a few security questions first to ensure you are who you say you are.

I have connected my computer but cannot see the sign in page. What is going on?

There is a high probability of your computer not being set up to automatically ask our equipment for an IP address. If you are a Windows user, search your help files for "Configure TCP/IP for automatic addressing" and Mac users should search for "Getting IP address DHCP server". Follow the instructions to make sure your computer is set up to get an IP address automatically. If that does not work, call Customer Support and they will try to put you right.

Can I use my console/tablet/mobile and how do I connect it?

For games consoles, we will require the MAC address (which can be found in the network settings of the device). You can add this atMy Account. Mobile devices such as tablets and phones can connect to the wireless network easily and will prompt you for your Username and Password either on connecting or when you open a web browser.

Can I connect a router, switch or wireless access point to the service?

We only allow the use of the MediaHub for routing and in-room wireless. Use of any other non-MediaHub routing or wireless device on the network can cause problems for other users in the building. Any user found to be using non-approved routing devices on the service may be disconnected.

Is the service really unlimited?

Yes, you can download and upload as much as you like, although we do ask that you try not to impact the service for other people. Take a look at our AUP to see what we mean.

How do I cancel the service?

If you are using a base product that's included in your room rent, then you do not need to cancel anything. If you have upgraded, then you will need to contact customer support and they can advise you on cancellations.

Do I need antivirus?

In order to use the service, you will need antivirus software that is continually updated. This keeps everyone on the network safe and prevents malicious activity from harming the quality of the connection. Basic anti-virus software can be downloaded for free from some providers and more advanced cover can be purchased from many retail locations. We recommend Microsoft Defender.

Can I use Optify when moving around?

Yes. You can sign in to your Optify account from any room with the service or from areas that have Optify wireless.

Can I use BBC iPlayer or similar services?

We have a direct link to the BBC's own network infrastructure to help boost the quality of popular services like iPlayer. Other services like Netflix, ITV player, All4 also benefit from our strong network and you are more than welcome to use them.

Be aware that you now need a TV Licence to watch BBC iPlayer.

Can I use peer-to-peer services like BitTorrent?

In limited circumstances, we appreciate the importance of peer-to-peer distribution. However, use of these services is of fairly limited use outside of illegal file sharing, and where it is used for legal means, there is usually a direct download method that does not use peer-to-peer. We greatly discourage the use of peer-to-peer services to prevent the degradation of service for other users. If you are going to use peer-to-peer for downloads (i.e. Linux distributions, World of Warcraft patches), please try to throttle the upstream bandwidth you use.

I am finding the service slower than normal – what is going on?

Many things can cause slow speeds. Most commonly, the problem comes down to popularity. You will find that slowdown often happens at roughly the same time of day and affects the most popular sites. The problem is usually temporary and requires no intervention on your part. If you are encountering slowness at all times, try checking with some of the other people in your building to see if it is just you. Give us a call if it does not seem to go away and we will see if there's something we can do to help.

I have more than one computer, can I use them on the service at the same time?

Yes. You can either manually add your devices using the Account Management Portal. You can also use multiple computers at the same time when you connect via a MediaHub (if available at your site).

How do I upgrade?

You can upgrade during the registration process. After you have registered, you can upgrade from Account Management or give Customer Support a call and they can help you upgrade your service. We accept Visa Credit/Debit, MasterCard Credit and Maestro. We do not accept Direct Debit payments.

Which credit and debit cards do you take?

We take any of the following cards:

• Visa
• Visa Debit
• MasterCard
• Maestro

Users of overseas cards should be fine as long as they display one of the above marks. You may want to check with your bank to make sure if you are not certain. My card details were declined during the online upgrade, what should I do? If you are having problems, call Customer Support and they can try to help. Can I upgrade using Direct Debit or cash? No, to make things simpler, we only take credit and debit cards.

My computer has problems that are not Internet related - can you please help?

Unfortunately not, we only provide you with help relating to our services. If you are in need of general help, contact your computer's manufacturer or a local computer store.

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University of Edinburgh

Your guide to using the in-room wired and wireless broadband at the University of Edinburgh.

This page covers the following information:

• Getting connected
• Registering for Optify
• In-room phone
• Managing your account 
• Troubleshooting
• Frequently asked questions

Getting connected and registering

For your convenience, you can connect either using wired ethernet or Wi-Fi:

• Wired

  Simply connect your computer to the network socket with an Ethernet cable and your computer should see the network and detect the Optify service.

• Wireless

  Connect to the "Optify" Wi-Fi network. Your device will detect the service automatically.

Once connected, open up a web browser and you'll see our welcome screen. From here you can register for a Optify account.

NOTE: The speed of service will vary from location to location. Speeds can also vary depending on a number of factors, including the device you're using, and the way you connect to our network. Typically, Wi-Fi connections, while being super convenient, are not the best if you want superfast downloads. Talk to us for more information.

Registering for Optify and signing in for the first time

Registration is a straightforward process that is completed entirely from your web browser. Once you have connected to the Optify network, you will be presented with our welcome screen. Choose the Sign Up button in the "New to Optify" section to begin registration. Follow the on-screen prompts to create your account.

Once the process is completed, remember to make a note of your Username and Password (these will also be emailed to you along with an account validation email). After registration, you will be returned to the welcome screen, where you can sign in. After you sign in for the first time on each device, it will be automatically logged in from then on. You can have up to 10 devices that will be automatically logged in.

A note about security:

Optify is essentially a public access network, so you must exercise the same precautions you would do when connecting to any other public hotspot:

• Never share your username and password with anybody else. This is strictly forbidden in the Optify Terms & Conditions that you accept when you sign up to the service. If somebody else knows your username and password they could access your personal details through My Account.
• If you suspect that somebody else may have accessed your account, please contact Customer Care immediately.
• If you will not be using your devices for a period of time, consider signing them out from Optify.
• Ensure that any financial transactions you carry out online are under a secure connection. This will be indicated by a URL that begins with https:// rather than http://. Most browsers will indicate that a connection is secure by displaying a small padlock icon.
• Make sure you have adequate antivirus protection on your computer and that its definitions are set to update automatically. We recommend that you also install anti-spyware software.
• Make sure that your computer’s built-in software firewall is turned on. It is turned on by default on current PC and Mac operating systems and your computer will warn you if it is disabled.
• If you have previously enabled file sharing, disable it to minimise any risk of other users being able to access your files remotely across the network.

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Using your in-room phone

In-room phone service is not available in all locations.

Getting Started

1. Pick up the handset and dial 1594. This will begin the process of activating your handset.
2. To complete this process, you will need to top-up your account - which will require a Optify phone voucher or a debit or credit card.
3. If you are not using a voucher, you will be asked for an amount to add to your account, you may add as little as £5 or as much as £50.
4. Once funds are applied to your account, you will be told your phone number, your account number and the PIN used to lock and unlock your phone.
5. Remember to make a note of these details.

Using the Service

• Making a call
  Pick up the handset and just dial the number.
• Making a free room-to-room call
  Pick up the handset and dial the extension number of the room you wish to call.
• Using voicemail
  Dial 1592 and follow the prompts.

Extra Functions

To access the functions menu:

• Pick up the handset and dial 1591
• Enter your account number and PIN
• From the menu, press the corresponding key for the following options:

1. Current balance
   This function will tell you how much credit you have remaining in your account.
2. Top-up
   You will be guided through the top-up process to add funds to your account.
3. Tariff enquiry
   This will read out the cost of a call per minute to any destination.
4. Incoming number reminder
   If you have forgotten your telephone number, this function will read it out to you.
5. Extension number reminder
   As above, this will read out your internal extension number used for room to room calls.
6. Phone lock
   This toggles the requirement to enter your PIN before a call is connected.

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Managing your account

Once you have your account, the My Account is where to go if you need to make alterations to your account or see your statistics.

To visit it, type https://myaccount.optifyyourworld.com into your web browser or click My Account from the welcome screen.

Overview

From the Overview screen, the four most commonly used functions are displayed as large, prominent buttons. You can either click one of those to go directly to that function, or select something from the menu on the left.

Account Summary & Upgrades

The Account & Upgrades screen displays a summary of your account: Your name and address, your User Name, Account Number and PIN, the product you have and a summary of your account usage for the past month. From here, you can:

• Change your personal details
• Change your password
• Upgrade your account
• View statistics about your account usage

Changing Your Personal Details

Choosing this option will take you to a screen where you can edit your name and address. Simply click the Save Changes button when you're happy with your changes. If you don't want to save the changes, click Discard Changes to return to the previous screen.

Changing Your Password

To change your password, simply fill out the three boxes on the form and click the Save Changes button. If you don't want to change your password, click on Discard Changes.

Upgrading Your Account

To upgrade your account, click on the large Upgrade button on the Overview page or Upgrade, extend or change your current product from the Account Summary screen. You will be presented with the option to change the speed and billing interval of your account.

If you want to downgrade or cancel your account you will need to call Customer Care.

Simply select one of the options to see a preview of the account changes and costs. If you're happy with your selected option, click on the Continue to Step Two button. You will be asked to confirm or change your payment details, confirm your product selection and then your upgrade will complete.

If you don't have an existing payment method, you will be given the opportunity to add one.

Once your upgrade has completed, it will take a few minutes for the new speed to take effect.

Personal Information

The Personal Information screen gives you a summary of the information we hold about you: Your name, the address where you are using Optify, your billing address and your account details.

From here, you can:

• Change your personal information
• Change your billing address
• Change your e-mail address
• Change your password

Changing Your Personal Details

Choosing this option will take you to a screen where you can edit your name and address details.

Simply click the Save Changes button when you're happy with your changes. If you don't want to save the changes, click on Discard Changes to return to the previous screen.

Changing Your Billing Details

Choosing this option will take you to a screen where you can adjust your billing name and address. Simply click the Save Changes button when you're happy with your changes. If you don't want to save the changes and return to the previous screen, click on Discard Changes.

Changing Your E-mail Address

Choosing this option will take you to a screen where you can change the e-mail address associated with your account. Simply click the Save Changes button when you're happy with your changes. If you don't want to save the changes, click on Discard Changes to return to the previous screen.

Changing Your Password

To change your password, simply fill out the three boxes on the form and click the Save Changes button. If you don't want to change your password, click on Discard Changes.

Billing & Payments

In this area, you can see the payment methods we have on file for you and your upcoming and past payments.

Viewing Your Payment History

Your payment history is shown at the bottom of the Billing & Payments screen. If you have a chargeable account, it will also show you any upcoming payments.

If you have any refunds or pre-paid account time, they will also show up on the itemisation on this screen. You can also see the status of any payment, including declined payments.

Adding a Payment Card

To add a payment card to your account, use the Add Card button. You will then be taken through the steps to add the card to your account for future use for purchases.

The Add card button is only visible if there is no card registered to your Optify account. Updating a Payment Card

To update a card on your account, click the Change this card button. You will then be taken through the steps to add the card to your account for future use for purchases.

The Change this card button is only visible if there is an existing card registered to your Optify account.

Adding & Removing Devices

You can add extra devices to your account, allowing them to automatically sign in to Optify without having to provide your User Name and Password.

To reach the Devices screen, select Devices from the Overview page or main menu.

By default, your account adds any device that can sign in through a web browser, then those devices will be shown on this screen.

Adding a New Device

To add a new device, click on the Add Device button.

You will need to provide some details about the device you wish to add to your account:

• Device name: Give your device a name, for example "My tablet".
• Type: From the list, select your device from the list of common devices. If you don't see your device select Some other kind of device at the bottom.
• MAC Address: Enter your device’s MAC address. If you don't know how to find it, click the Get help finding your MAC address button for step-by-step guides for the most popular devices.

Once you are happy with your choices, select the Save Changes button.

After adding or updating devices on this screen, there may be a delay before they can be used. If you have already connected the device, please disconnect the network cable, turn off Wi-Fi, or turn off the device and wait for 20 minutes before reconnecting it.

Editing a Device

To change the details for a device you have already added, click on the Edit button to the right of it in the devices list. You will be taken to the Edit Device screen.

Removing a Device

To remove a device from your account, click Delete to the right of it in the devices list.

Finding the MAC Address of a Device

If you don't know how to find the MAC address for your device, click the Get help finding your MAC address button on the Add Device or Edit Device screen for a step-by-step guides for the most popular devices.

You can access the MAC Address guides directly by visiting https://myaccount.optifyyourworld.com/machelp in your browser.

Usage Statistics & Records

If you are curious, you can take a look at how much you've used Optify since you signed up. The page displays a table with your itemised usage by month.

Don't worry, there are no limits on your account, we only let you see this information to get a feel for how much data is being sent and received. This sort of information is very handy for working out if you have a virus, but mostly it's cool to see how much you can push about with our service.

Back to top

Support & Tickets

If you have contacted Customer Care and they have raised a ticket for your account, you can view it in the Support & Tickets section of Account Management.

Here, you will see a list of all the individual tickets and the internal responses as your support request has been processed.

Troubleshooting your connection

Sometimes things don't always go perfectly, and before you call Customer Care, it might be a good idea to check for a few common problems.

Troubleshooting a Wired Connection

If the welcome screen does not appear when you connect, try the following:

• If the socket has two ports, try using the other one.
• If you have wireless turned on, try turning it off, as it may have connected to an open wireless connection from somewhere else and that can sometimes interfere.

Troubleshooting a Wireless Connection

If the welcome screen does not appear when you connect, try the following:

• Make sure you have connected to the Optify network.
• Check to see if the Optify network is in range.
• Try turning your Wi-Fi off and then back on.

If that does not solve your issue, please call Customer Care.

Back to top

Frequently asked questions

Please check these common questions before contacting Customer Care:

I have forgotten my Username or Password - can you help?

You can either use the Password Recovery function from the sign in screen or give Customer Support a call and they can help you recover your details. You will need to answer a few security questions first to ensure you are who you say you are.

I have connected my computer but cannot see the sign in page. What is going on?

There is a high probability of your computer not being set up to automatically ask our equipment for an IP address. If you are a Windows user, search your help files for "Configure TCP/IP for automatic addressing" and Mac users should search for "Getting IP address DHCP server". Follow the instructions to make sure your computer is set up to get an IP address automatically. If that does not work, call Customer Support and they will try to put you right.

Can I use my console/tablet/mobile and how do I connect it?

For games consoles, we will require the MAC address (which can be found in the network settings of the device). You can add this atMy Account. Mobile devices such as tablets and phones can connect to the wireless network easily and will prompt you for your Username and Password either on connecting or when you open a web browser.

Can I connect a router, switch or wireless access point to the service?

We only allow the use of the MediaHub for routing and in-room wireless. Use of any other non-MediaHub routing or wireless device on the network can cause problems for other users in the building. Any user found to be using non-approved routing devices on the service may be disconnected.

Is the service really unlimited?

Yes, you can download and upload as much as you like, although we do ask that you try not to impact the service for other people. Take a look at our AUP to see what we mean.

How do I cancel the service?

If you are using a base product that's included in your room rent, then you do not need to cancel anything. If you have upgraded, then you will need to contact customer support and they can advise you on cancellations.

Do I need antivirus?

In order to use the service, you will need antivirus software that is continually updated. This keeps everyone on the network safe and prevents malicious activity from harming the quality of the connection. Basic anti-virus software can be downloaded for free from some providers and more advanced cover can be purchased from many retail locations. We recommend Microsoft Defender.

Can I use Optify when moving around?

Yes. You can sign in to your Optify account from any room with the service or from areas that have Optify wireless.

Can I use BBC iPlayer or similar services?

We have a direct link to the BBC's own network infrastructure to help boost the quality of popular services like iPlayer. Other services like Netflix, ITV player, All4 also benefit from our strong network and you are more than welcome to use them.

Be aware that you now need a TV Licence to watch BBC iPlayer.

Can I use peer-to-peer services like BitTorrent?

In limited circumstances, we appreciate the importance of peer-to-peer distribution. However, use of these services is of fairly limited use outside of illegal file sharing, and where it is used for legal means, there is usually a direct download method that does not use peer-to-peer. We greatly discourage the use of peer-to-peer services to prevent the degradation of service for other users. If you are going to use peer-to-peer for downloads (i.e. Linux distributions, World of Warcraft patches), please try to throttle the upstream bandwidth you use.

I am finding the service slower than normal – what is going on?

Many things can cause slow speeds. Most commonly, the problem comes down to popularity. You will find that slowdown often happens at roughly the same time of day and affects the most popular sites. The problem is usually temporary and requires no intervention on your part. If you are encountering slowness at all times, try checking with some of the other people in your building to see if it is just you. Give us a call if it does not seem to go away and we will see if there's something we can do to help.

I have more than one computer, can I use them on the service at the same time?

Yes. You can either manually add your devices using the Account Management Portal. You can also use multiple computers at the same time when you connect via a MediaHub (if available at your site).

How do I upgrade?

You can upgrade during the registration process. After you have registered, you can upgrade from Account Management or give Customer Support a call and they can help you upgrade your service. We accept Visa Credit/Debit, MasterCard Credit and Maestro. We do not accept Direct Debit payments.

Which credit and debit cards do you take?

We take any of the following cards:

• Visa
• Visa Debit
• MasterCard
• Maestro

Users of overseas cards should be fine as long as they display one of the above marks. You may want to check with your bank to make sure if you are not certain. My card details were declined during the online upgrade, what should I do? If you are having problems, call Customer Support and they can try to help. Can I upgrade using Direct Debit or cash? No, to make things simpler, we only take credit and debit cards.

My computer has problems that are not Internet related - can you please help?

Unfortunately not, we only provide you with help relating to our services. If you are in need of general help, contact your computer's manufacturer or a local computer store.

Back to top

University of Hull

Your guide to using the in-room wired and wireless broadband at the University of Hull.

This page covers the following information:

• Getting connected
• Registering for Optify
• Managing your account 
• Troubleshooting
• Frequently asked questions

Getting connected and registering

For your convenience, you can connect either using wired ethernet or Wi-Fi:

• Wired

  Simply connect your computer to the network socket with an Ethernet cable and your computer should see the network and detect the Optify service.

• Wireless

  Connect to the "Optify" Wi-Fi network. Your device will detect the service automatically.

Once connected, open up a web browser and you'll see our welcome screen. From here you can register for a Optify account.

NOTE: The speed of service will vary from location to location. Speeds can also vary depending on a number of factors, including the device you're using, and the way you connect to our network. Typically, Wi-Fi connections, while being super convenient, are not the best if you want superfast downloads. Talk to us for more information.

Registering for Optify and signing in for the first time

Registration is a straightforward process that is completed entirely from your web browser. Once you have connected to the Optify network, you will be presented with our welcome screen. Choose the Sign Up button in the "New to Optify" section to begin registration. Follow the on-screen prompts to create your account.

Once the process is completed, remember to make a note of your Username and Password (these will also be emailed to you along with an account validation email). After registration, you will be returned to the welcome screen, where you can sign in. After you sign in for the first time on each device, it will be automatically logged in from then on. You can have up to 10 devices that will be automatically logged in.

A note about security:

Optify is essentially a public access network, so you must exercise the same precautions you would do when connecting to any other public hotspot:

• Never share your username and password with anybody else. This is strictly forbidden in the Optify Terms & Conditions that you accept when you sign up to the service. If somebody else knows your username and password they could access your personal details through My Account.
• If you suspect that somebody else may have accessed your account, please contact Customer Care immediately.
• If you will not be using your devices for a period of time, consider signing them out from Optify.
• Ensure that any financial transactions you carry out online are under a secure connection. This will be indicated by a URL that begins with https:// rather than http://. Most browsers will indicate that a connection is secure by displaying a small padlock icon.
• Make sure you have adequate antivirus protection on your computer and that its definitions are set to update automatically. We recommend that you also install anti-spyware software.
• Make sure that your computer’s built-in software firewall is turned on. It is turned on by default on current PC and Mac operating systems and your computer will warn you if it is disabled.
• If you have previously enabled file sharing, disable it to minimise any risk of other users being able to access your files remotely across the network.

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Managing your account

Once you have your account, the My Account is where to go if you need to make alterations to your account or see your statistics.

To visit it, type https://myaccount.optifyyourworld.com into your web browser or click My Account from the welcome screen.

Overview

From the Overview screen, the four most commonly used functions are displayed as large, prominent buttons. You can either click one of those to go directly to that function, or select something from the menu on the left.

Account Summary & Upgrades

The Account & Upgrades screen displays a summary of your account: Your name and address, your User Name, Account Number and PIN, the product you have and a summary of your account usage for the past month. From here, you can:

• Change your personal details
• Change your password
• Upgrade your account
• View statistics about your account usage

Changing Your Personal Details

Choosing this option will take you to a screen where you can edit your name and address. Simply click the Save Changes button when you're happy with your changes. If you don't want to save the changes, click Discard Changes to return to the previous screen.

Changing Your Password

To change your password, simply fill out the three boxes on the form and click the Save Changes button. If you don't want to change your password, click on Discard Changes.

Upgrading Your Account

To upgrade your account, click on the large Upgrade button on the Overview page or Upgrade, extend or change your current product from the Account Summary screen. You will be presented with the option to change the speed and billing interval of your account.

If you want to downgrade or cancel your account you will need to call Customer Care.

Simply select one of the options to see a preview of the account changes and costs. If you're happy with your selected option, click on the Continue to Step Two button. You will be asked to confirm or change your payment details, confirm your product selection and then your upgrade will complete.

If you don't have an existing payment method, you will be given the opportunity to add one.

Once your upgrade has completed, it will take a few minutes for the new speed to take effect.

Personal Information

The Personal Information screen gives you a summary of the information we hold about you: Your name, the address where you are using Optify, your billing address and your account details.

From here, you can:

• Change your personal information
• Change your billing address
• Change your e-mail address
• Change your password

Changing Your Personal Details

Choosing this option will take you to a screen where you can edit your name and address details.

Simply click the Save Changes button when you're happy with your changes. If you don't want to save the changes, click on Discard Changes to return to the previous screen.

Changing Your Billing Details

Choosing this option will take you to a screen where you can adjust your billing name and address. Simply click the Save Changes button when you're happy with your changes. If you don't want to save the changes and return to the previous screen, click on Discard Changes.

Changing Your E-mail Address

Choosing this option will take you to a screen where you can change the e-mail address associated with your account. Simply click the Save Changes button when you're happy with your changes. If you don't want to save the changes, click on Discard Changes to return to the previous screen.

Changing Your Password

To change your password, simply fill out the three boxes on the form and click the Save Changes button. If you don't want to change your password, click on Discard Changes.

Billing & Payments

In this area, you can see the payment methods we have on file for you and your upcoming and past payments.

Viewing Your Payment History

Your payment history is shown at the bottom of the Billing & Payments screen. If you have a chargeable account, it will also show you any upcoming payments.

If you have any refunds or pre-paid account time, they will also show up on the itemisation on this screen. You can also see the status of any payment, including declined payments.

Adding a Payment Card

To add a payment card to your account, use the Add Card button. You will then be taken through the steps to add the card to your account for future use for purchases.

The Add card button is only visible if there is no card registered to your Optify account. Updating a Payment Card

To update a card on your account, click the Change this card button. You will then be taken through the steps to add the card to your account for future use for purchases.

The Change this card button is only visible if there is an existing card registered to your Optify account.

Adding & Removing Devices

You can add extra devices to your account, allowing them to automatically sign in to Optify without having to provide your User Name and Password.

To reach the Devices screen, select Devices from the Overview page or main menu.

By default, your account adds any device that can sign in through a web browser, then those devices will be shown on this screen.

Adding a New Device

To add a new device, click on the Add Device button.

You will need to provide some details about the device you wish to add to your account:

• Device name: Give your device a name, for example "My tablet".
• Type: From the list, select your device from the list of common devices. If you don't see your device select Some other kind of device at the bottom.
• MAC Address: Enter your device’s MAC address. If you don't know how to find it, click the Get help finding your MAC address button for step-by-step guides for the most popular devices.

Once you are happy with your choices, select the Save Changes button.

After adding or updating devices on this screen, there may be a delay before they can be used. If you have already connected the device, please disconnect the network cable, turn off Wi-Fi, or turn off the device and wait for 20 minutes before reconnecting it.

Editing a Device

To change the details for a device you have already added, click on the Edit button to the right of it in the devices list. You will be taken to the Edit Device screen.

Removing a Device

To remove a device from your account, click Delete to the right of it in the devices list.

Finding the MAC Address of a Device

If you don't know how to find the MAC address for your device, click the Get help finding your MAC address button on the Add Device or Edit Device screen for a step-by-step guides for the most popular devices.

You can access the MAC Address guides directly by visiting https://myaccount.optifyyourworld.com/machelp in your browser.

Usage Statistics & Records

If you are curious, you can take a look at how much you've used Optify since you signed up. The page displays a table with your itemised usage by month.

Don't worry, there are no limits on your account, we only let you see this information to get a feel for how much data is being sent and received. This sort of information is very handy for working out if you have a virus, but mostly it's cool to see how much you can push about with our service.

Back to top

Support & Tickets

If you have contacted Customer Care and they have raised a ticket for your account, you can view it in the Support & Tickets section of Account Management.

Here, you will see a list of all the individual tickets and the internal responses as your support request has been processed.

Troubleshooting your connection

Sometimes things don't always go perfectly, and before you call Customer Care, it might be a good idea to check for a few common problems.

Troubleshooting a Wired Connection

If the welcome screen does not appear when you connect, try the following:

• If the socket has two ports, try using the other one.
• If you have wireless turned on, try turning it off, as it may have connected to an open wireless connection from somewhere else and that can sometimes interfere.

Troubleshooting a Wireless Connection

If the welcome screen does not appear when you connect, try the following:

• Make sure you have connected to the Optify network.
• Check to see if the Optify network is in range.
• Try turning your Wi-Fi off and then back on.

If that does not solve your issue, please call Customer Care.

Back to top

Frequently asked questions

Please check these common questions before contacting Customer Care:

I have forgotten my Username or Password - can you help?

You can either use the Password Recovery function from the sign in screen or give Customer Support a call and they can help you recover your details. You will need to answer a few security questions first to ensure you are who you say you are.

I have connected my computer but cannot see the sign in page. What is going on?

There is a high probability of your computer not being set up to automatically ask our equipment for an IP address. If you are a Windows user, search your help files for "Configure TCP/IP for automatic addressing" and Mac users should search for "Getting IP address DHCP server". Follow the instructions to make sure your computer is set up to get an IP address automatically. If that does not work, call Customer Support and they will try to put you right.

Can I use my console/tablet/mobile and how do I connect it?

For games consoles, we will require the MAC address (which can be found in the network settings of the device). You can add this atMy Account. Mobile devices such as tablets and phones can connect to the wireless network easily and will prompt you for your Username and Password either on connecting or when you open a web browser.

Can I connect a router, switch or wireless access point to the service?

We only allow the use of the MediaHub for routing and in-room wireless. Use of any other non-MediaHub routing or wireless device on the network can cause problems for other users in the building. Any user found to be using non-approved routing devices on the service may be disconnected.

Is the service really unlimited?

Yes, you can download and upload as much as you like, although we do ask that you try not to impact the service for other people. Take a look at our AUP to see what we mean.

How do I cancel the service?

If you are using a base product that's included in your room rent, then you do not need to cancel anything. If you have upgraded, then you will need to contact customer support and they can advise you on cancellations.

Do I need antivirus?

In order to use the service, you will need antivirus software that is continually updated. This keeps everyone on the network safe and prevents malicious activity from harming the quality of the connection. Basic anti-virus software can be downloaded for free from some providers and more advanced cover can be purchased from many retail locations. We recommend Microsoft Defender.

Can I use Optify when moving around?

Yes. You can sign in to your Optify account from any room with the service or from areas that have Optify wireless.

Can I use BBC iPlayer or similar services?

We have a direct link to the BBC's own network infrastructure to help boost the quality of popular services like iPlayer. Other services like Netflix, ITV player, All4 also benefit from our strong network and you are more than welcome to use them.

Be aware that you now need a TV Licence to watch BBC iPlayer.

Can I use peer-to-peer services like BitTorrent?

In limited circumstances, we appreciate the importance of peer-to-peer distribution. However, use of these services is of fairly limited use outside of illegal file sharing, and where it is used for legal means, there is usually a direct download method that does not use peer-to-peer. We greatly discourage the use of peer-to-peer services to prevent the degradation of service for other users. If you are going to use peer-to-peer for downloads (i.e. Linux distributions, World of Warcraft patches), please try to throttle the upstream bandwidth you use.

I am finding the service slower than normal – what is going on?

Many things can cause slow speeds. Most commonly, the problem comes down to popularity. You will find that slowdown often happens at roughly the same time of day and affects the most popular sites. The problem is usually temporary and requires no intervention on your part. If you are encountering slowness at all times, try checking with some of the other people in your building to see if it is just you. Give us a call if it does not seem to go away and we will see if there's something we can do to help.

I have more than one computer, can I use them on the service at the same time?

Yes. You can either manually add your devices using the Account Management Portal. You can also use multiple computers at the same time when you connect via a MediaHub (if available at your site).

How do I upgrade?

You can upgrade during the registration process. After you have registered, you can upgrade from Account Management or give Customer Support a call and they can help you upgrade your service. We accept Visa Credit/Debit, MasterCard Credit and Maestro. We do not accept Direct Debit payments.

Which credit and debit cards do you take?

We take any of the following cards:

• Visa
• Visa Debit
• MasterCard
• Maestro

Users of overseas cards should be fine as long as they display one of the above marks. You may want to check with your bank to make sure if you are not certain. My card details were declined during the online upgrade, what should I do? If you are having problems, call Customer Support and they can try to help. Can I upgrade using Direct Debit or cash? No, to make things simpler, we only take credit and debit cards.

My computer has problems that are not Internet related - can you please help?

Unfortunately not, we only provide you with help relating to our services. If you are in need of general help, contact your computer's manufacturer or a local computer store.

Back to top