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07840031189 info@spectranet.co.uk

Spectranet News Updates

Monday, 08-09-2014 :-

 

FAQ

 

Questions about our Services

What broadband services do you offer?

What broadband speed can I get?

How long does it take for a new order to be completed and service available?

I am a customer with another Internet Service Provider, how can I move to Kencomp Internet?

What is the minimum contract length for your broadband services?

Why are my overnight downloads disrupted?

 

Questions about Installation

Is your support based within the UK?

What does the installation involve?

What does installation cost and what does it include?

What is line of sight?

Can I use my own router?

 

Questions about Data Usage

What is my monthly data limit?

What does my monthly data usage include?

What happens if I exceed my data usage allowance?

How can I change my Service Plan?

How do I pay for your services?


Questions about connection speed
Why is my broadband speed not a full 10/20/50Mbps?


What broadband services do you offer?

We offer a range of services using superfast microwave broadband for your home or business. Our Light, Standard and Premium services are designed for home users, small businesses and home office users.

 

Our Corporate broadband services are ideal for larger businesses who regularly utilise technologies such as video-conferencing and virtual private networking.

We also offer telephone and CCTV using our superfast broadband connections.

For customers wishing to use their BT phone line for broadband we offer ADSL connections.


What broadband speed can I get?

For our microwave radio based broadband service we can deliver download speeds up to 50 Mb/s. Our maximum upload speed is 4 Mb/s.

 


How long does it take for a new order to be completed and service available?

We expect to deliver your broadband service as quickly as possible; however as we install our equipment externally we require dry weather and this can sometimes cause a delay.

 


I am a customer with another Internet Service Provider, how can I move to Kencomp Internet?

If you wish to use our microwave radio based broadband we can connect you without any delay. Remember to cancel any other broadband services with your existing ISP.

 

If you wish to transfer to our network using your BT phone line broadband (ADSL) you can move to Kencomp Internet for a one off installation charge (please refer to other pages on our site for current pricing).

 

To allow us to do the migration, you should contact your existing Internet Service Provider (ISP) and ask them to provide you with a Migrations Authority Code (MAC). A MAC code is used to authenticate the migration request from your current ISP to Kencomp Internet. The use of a MAC makes migrations between ISPs simpler and quicker to validate enabling the migration to be completed in a much shorter timescale than previously possible.

 

Please make the ISP aware that you are migrating to Kencomp Internet and do not want your ADSL service ceased (cancelled) until the migration has been completed.


What is the minimum contract length for your broadband services?

For customers who rent our equipment there is a minimum contract period of 12 months. For all other customers there is a minimum contract period of 3 months. After the minimum period has expired you can end the contract by giving one month's notice.


Why are my overnight downloads disrupted?

The Kencomp system automatically logs off each user account at midnight. We do this so we can provide customers with a day by day account of how much data they have used. The connection is only disrupted for a few seconds but this may disrupt downloads. We recommend customers use a download manager that can automatically resume downloads or to start any large overnight downloads after midnight.


Is your support based within the UK?

Yes! In fact, all our staff are highly trained in dealing with our products and services and our offices are based in Kendal.


Questions about Installation

What does the installation involve?

For a typical installation we install an aerial and a radio externally (usually near the chimney) and a router where you would like your broadband connection to be in your premises. We will paint the external equipment to make it less obtrusive if you so wish.


What does installation cost and what does it include?

Our standard installation charge is £350 which includes the cost of the survey , aerial, radio, wired router, cabling and labour. There is no charge for our survey if we can not supply you a service.

Alternatively, you can rent the equipment for £20 per month if you sign up for a minimum 12 month contract.


What is line of sight?

A line of sight means the wireless receiver that is installed onto your premises has to have a clear, unobstructed view of one of our network masts. Our survey will confirm whether we can obtain line of sight before we commence the installation.


Can I use my own router?

You may use your own router if it is compatible with our network, we will provide you with the required settings but can not provide technical support for the router.


Questions about Data Usage

What is my monthly data limit?

The monthly data limit is determined by the type of service you have selected. Each service level has its own limit and you can find the current limits on other pages our our site.


What does my monthly data usage include?

Your data usage is measured against what you download from the Internet and what you upload. It is important to note that this is not just storing a file or document from a website but also covers activity such as, watching videos on websites and listening to radio stations over the Internet. The list below is a guide to activity that is classed as data usage and will be counted towards your usage allowance.

  • General Internet browsing

  • Receiving and reading e-mails

  • Downloading files such as movies and music

  • Listening to Online radio stations

  • Online Gaming

  • Watching videos and TV programmes on sites such as YouTube or BBC's iPlayer

  • Emailing or uploading photos


What happens if I exceed my data usage allowance?

If you exceed your monthly usage allowance, you will be charged for each gigabyte (or part thereof) at the current rate for data over usage. The current rate is displayed on other pages on our site.

You can monitor your data usage by logging into your 'My Account' page.


How can I change my Service Plan?

You can change your Service Plan at any time by contacting us and we shall try to make the changes within 5 business days.

Questions about Payments


How do I pay for your services?

The cheapest way to pay for broadband services is by monthly standing order. We do accept other forms of payment but we have to make an additional charge to cover our administration costs. The current administration charge is show on other pages on this site.

For one-off payments we accept cheques, credit & debit cards and online payments.


Questions about connection speed

Why is my broadband speed not a full (10/20/50)Mbps?
The service allows us to provide speeds up to 10/20/50Mbps, the full speed would be obtained under perfect conditions with no contention. However a number of factors can prevent the full 10/20/50Mbps from being reached such as:

  • Distance from the nearest access point

  • Obstructions obscuring line of sight between transmitter and aerial
  • In order to provide broadband cost effectively all broadband is contended. This means that bandwidth (speed) is shared between a number of users. Kencomp contends at 50:1, some other Internet providers are known to contend their users as much as 250:1.
  • Slow/old computers
  • Computers infected with viruses or spyware - always use an anti-virus program
  • Badly configured internal network or cabling
  • Background updates such as Windows Updates or Antivirus updates
  • Background Peer to Peer file sharing (such as Torrents, etc.)
  • The maximum speed of the website you are viewing, its contention and the route through the Internet to the website