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Telephony

Internet

Technical Support

Ordering

Telephony

Which telephone service should I order?

Our Digital Telephone Service (VoIP) is our telephone service and is supplied with a digital handset, this will not be suitable for dial-up access.

Our Exchange Line (ANALOGUE) is suitable for use with your own telephone handset, fax machine, analogue modem or PDQ machine.

Can I make outgoing calls?

Yes. Although, we can restrict services to meet your requirements.

Do I have to dial "9" when calling an external number?

There is no need to dial "9" when calling an external number. You can simply dial the full telephone number (inc. area code). We have configured our telephony services to work with or without a preceding "9".

Can ExCeL London provide my telephone numbers before an event?

Telephone numbers are allocated as soon as we receive your order. The telephone numbers will appear on the invoice and order confirmation generated during order processing.

Internet

Can I access the Internet while I am exhibiting?

Yes. You have several methods available for this:

If you order an Exchange Line (ANALOGUE), you can use this to dial your existing Internet Service Provider (ISP) as normal, or dial into your company directly. Please note you will incur call charges and this service is the slowest option. Must have a dial-up number that can be used from a NTL line - check with your ISP.

With an ISDN2e Connection (ISDN) you will be able to connect to your existing ISP as normal or to your company directly. You will need to make sure your equipment has either an ISDN card or ISDN Terminal Adaptor. Please note that you will incur call charges and this is a medium speed option. Must have a dial-up number that can be used from a NTL line - check with your ISP.

The Internet Connection (LAN) provides broadband access of approx. 512Kbps. You can also use this service to pick up email from your mail server on the Internet. All you need is a network card. This is a high-speed option, for which there are no call charges.

Can I connect more than 1 PC to the Internet Connection?

Yes. Additional IP addresses can be purchased, just specify how many when you place your order. ExCeL London are also able to provide network hubs.

Can I rent a PC directly from ExCeL London?

Yes. ExCeL London are able to provide as many PC’s as you require and other equipment including: Fax machines, Printers, Plasma screens and Laptops.

I want to set up an Internet café on my stand. Can I do this?

Yes. ExCeL London can provide bespoke Internet Café solutions to match your requirements. However, it is your responsibility to provide power and furniture, etc.

I am worried about security on my network while I am connected to the Internet.

Our standard Internet Connection (LAN) is a firewalled connection - unless you specifically request otherwise. However, it is your responsibility to adequately secure your PC, laptop, etc. (anti-virus/personal firewall). ExCeL London are able to provide tailored firewall protection according to your requirements.

I have access to a secure network at my company's location and I want to be able to connect to it via a VPN (Virtual Private Network). Am I able to do this?

Yes. However, this depends on a number of issues related to secured access and the specific VPN client you are using. We advise that you consult both your IT department and our support team before placing your order.

Is wireless internet available at my event?

Yes. However, ExCeL London recommend that you order cabled services that can be fully supported. All wireless services, regardless of location or service provider, are susceptible to interference. This can lead to loss of connectivity, slow network traffic and poor performance. All wireless customers will need to explicitly acknowledge their understanding that their wireless services cannot be fully supported in the presence of interference.

Can I bring my own wireless network?

Yes. Please be aware that performance of your wireless network may be affected by wireless interference. ExCeL London cannot offer to support third-party networks.

Technical Support

Will there be anyone available to help me set up my computers?

All ExCeL London services and solutions are fully supported by our team of dedicated support engineers. If you require support for your own (or hired) equipment ExCeL London can provide support for an additional fee.

How do I get technical support?

On-site support is available from the IT & Communications Helpdesk via +44 (0)20 7069 5432. Pre- event help is also available by emailing ITC@excel-london.co.uk

Ordering

Who do I make cheques payable to?

London International Exhibition Centre

What happens if I don't pay for my service upon ordering (before the 14-day cut-off date)?

Services will be restricted until payment has been received.

What happens if I place my order after the 14 day cut off date?

The 14-day period is to allow us time to forward plan equipment and ensure that everything is in place. The less time we have, the harder it is to ensure service delivery. For this reason there is a 20% additional charge to process your order. If you place your order during the show build period you will incur a further £100 charge. We cannot guarantee service delivery for orders placed after the order cut off date.

How much are call charges?

Calls are charged at the ntl:Telewest Daytime Business rate with a multiplier applied. These costs cover the ExCeL London billing process and are favourable when compared to similar hotel call charge rates.

Why do I have to provide credit card details when placing an order?

ExCeL London require credit card details to be held as a guarantee against any additional costs that you may incur (e.g. call charges, damage/loss of equipment). All additional costs will be invoiced directly; credit card details will only be used to settle your outstanding account if our standard payment terms are not met.

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