KC Business

More information - FAQs

What’s the difference between my current broadband and the new KC Lightstream Business?

The demand for faster download speeds and more bandwidth is growing day by day. With all that we do online these days it was only a matter of time before traditional copper networks (which of course were never designed to carry broadband) would start to feel the strain.

Fibre is different – it can carry massive amounts of data over much longer distances than copper, and much faster too – our new fibre services offer speeds of 100Mbps. And the beauty of fibre technology means that in the future even faster speeds will be possible.

What happens if I have a fault or problem?

Our KC Lightstream Business services come with a Service Level Agreement (SLA) that means we’ll fix any problems by the next working day (or on the same working day if you take our Managed service).

How much extra will it cost?

KC Lightstream Business starts from just £5.00* per month more than your current KC Business Broadband service.

There is a connection charge for all KC Lightstream Business services, except our lightening fast Managed service.

What’s the installation process?

Installation is un-obtrusive and will not require any major works at your place of business. After you’ve ordered KC Lightstream Business we’ll call you to discuss your network requirements to make sure everything’s ready for installation.

Are KC Lightstream Business upload and download speeds faster than KC Consumer Lightstream?

Download speeds are the same but our services for businesses include bigger usage allowances and faster upload speeds.

Why can’t I currently get speeds of 100Mbps straight away?

We’re currently rolling out our new fibre broadband service and it will be available to more than 15,000 premises in Hull and East Yorkshire before the end of 2012. You can register your details if you’d like us to let you know when the service is available in your area.

We currently have areas in Woodmansey, Grove Hill, Grangeway, Butt Lane, Old Manor Lawns, Lockwood, Gilberdyke, Barnsley Street, Buckingham Street, Belmont Street and Priory Park East connected to our lightening fast broadband service.

Will everyone who has access to fibre be able to get 100Mbps download speeds?

Most customers in our fibre roll-out areas will be able to choose 100Mbps download speeds. This is because most of our installations will be Fibre To The Premises, where we’re able to connect fibre all the way into a business to give them lightning fast speeds.

In some areas it isn’t feasible to install fibre all the way to the premises and where this is the case we’ll lay the fibre as close as possible to your business and use the existing copper cable to complete the connection. The download speeds will still be lightning fast, but up to 80Mbps rather than a guaranteed 100Mbps.

We’ll either lay fibre to the nearest street cabinet, or in blocks of flats we’ll connect the fibre to the basement of the buildings.

You can register your interest in fibre broadband at KC’s website at register your details. We’ll get in touch with you when appointments to install fibre to your home or business are available in your area and let you know what speeds you’ll be able to get.

Will KC Business customers really get the speeds quotes or are they ‘up to’ speeds like existing KC Business Broadband services?

With our existing KC Business Broadband services we quote speeds of ‘up to 24Mbps’ because the actual speed you’ll receive depends on how far your business is located from the nearest exchange. But with Fibre To The Premises it doesn’t matter how far you are from the exchange – if you buy a 100Mbps service we guarantee that 100Mbps is available to your property.

Where we’re installing FTTC and not FTTP speeds will vary, but will still be lightning fast at up to 80Mbps.

However, at busy times we can’t guarantee the maximum speed your service is capable of. At the busiest times your connection speed could drop to 50% of the maximum achievable speed and at other times it could be 20% lower than the maximum achievable speed.

Will I get a free router with my KC Lightstream service?

Yes, both consumer and business customers who sign up for a fibre service will receive a free router. The free business routers are worth up to £250.

Are there any connection charges?

Yes, there are connection fees for all KC Business Lightstream services except our lightning fast Managed service.

Homeworker - £75, Office and Office Bundle - £50, Network - £25

Is there an upload usage allowance?

Upload usage on all our KC Lightstream Business services are unlimited.

Is there a minimum contract length?

The minimum contract length is 12 months. However, we have with some great special offers on for business customers who sign up to a 24 month contract.

What if I sign up for a contract then move to premises where I can’t get a fibre connection?

If you move within your contract period and your new business premise doesn’t yet have fibre, we’ll switch you to one of our KC Business broadband services with speeds of up to 24Mbps.

There’ll be no charge for switching to another package and you’ll continue on your existing contract without having to enter into a new one. After switching, your new monthly charge will be the charge for whichever KC Business broadband package you move to.

Do I need a KC phone line to get KC Lightstream?

Yes, our KC Lightstream and KC Lightstream Business services are only available to customers who have a KC phone line.

Will the fibre roll-out mean KC will be digging up the streets?

We’ll be doing very little digging to install fibre.

Do I need any new equipment?

Yes, you’ll need a new router which comes free with all of our business fibre services. However, the age and capacity of your laptop or PC will affect the download speed you can achieve, so if your equipment is very old you may not be able to make the most of the lightning fast speeds available.

Can I have it installed anywhere I like in my premises?

If we’re installing fibre to the premise to your business your fibre connection will enter your premises where your existing phone cable enters the building. The installation point in your home needs to be within six metres of this point to be classed as a standard connection. If you want your connection elsewhere in your business we can do this, but there’ll be an extra charge for this as the installation will take longer.

Will the number of devices connected to my fibre service affect my download speed?

No. You can have as many devices connected at the same time with no drop in the download speed. That’s one of the great things about fibre broadband.

*Price comparison based on KC Business Broadband plus when purchasing KC Lightstream Business on a 24 month special offer

Terms and Conditions

Pre-requisites

This trial is only available to residential customers.

This trial is only available to customers in the Woodmansy area.

The trial is only available to KC Customers who take a stand alone Karoo product or a KC Home bundle.

Existing KC Customers who do not take either a stand alone Karoo or bundled product will need to upgrade to a KC Home or a KC Home Xtra Bundle service in order to qualify for the trial. New KC Customers will need to take a KC Home or a KC Home Xtra Bundle service in order to qualify for the trial. In both these cases a new 18 month minimum contract period will apply and the KC Customer will continue to be tied to this even if you decide not to upgrade to a new fibre service at the end of the trial.

Trilaists will need to provide feedback when contacted by KC at various points throughout the full trial period.

Duration of trial

We will provide the trial service to you for a period of 6 months. We may decide to extend the trial period - and if so we will contact you to make sure they are happy to continue with the trail service during this period.

Charges

You will continue to pay the same charge as you are paying for your stand alone Karoo service or your KC Home or KC Home Xtra bundle before the trial. The only exception to this is if you have downgraded your service in the 3 month period before the trail - in which case you will be changed at the higher rate that applied before they downgraded for the duration of the trail period.

Installation

We will make an appointment with you for the installation of the trail service.

When taking a fibre to the home (“FTTH”) service, a home visit by a KC engineer will be required. You will therefore need to be at home at the time this visit is booked in - or arrange for someone else to be at home who has authority to give instructions to the KC engineer.

When taking a fibre to the kerb (“FTTC”) or VDSL service, a home visit by a KC engineer will not be required. We will let you know when your trial service is due to be installed - but you will not need to be at home for this.

When taking a fibre to the home (“FTTH”) service, we will install a new fibre connection to your home. This will require the installation of an additional termination point for the fibre connection inside your home. This additional termination point must be located within 6 meters of the entry point into your house. As long as this limit is not exceeded, you will be able to choose where the termination point is located in the home.

When taking a fibre to the home (“FTTH”) or VDSL service, KC will lay a new fibre connection as close to your home as is practical. The existing copper cable will then complete the connection. The service will therefore terminate at your existing telephone point.

Any new fibre connection or termination point we install at your home will form part of our network - on the same terms as apply to your existing network connection and telephone socket.

For KC Customers who are connected via an overhead feed, the entry point for any new fibre connection will be located 1 meter from the ground directly below where the existing service first makes contact to the building.

For KC Customers who are connected via an underground feed, the entry point for their network connection will not change and will continue to be located directly above the duct entry.

Your existing Telephone Point will not be moved unless there is a safe access problem.

You will need to make a 13 amp mains power socket for any new termination. This will be in addition to the 13 amp mains power socket required for the router. These power sockets must be within 1 meter of the new termination point and/or router.

Trial service

The speed you will receive while on the trail will be the top connection speed available for the type of fibre solution you are using.

The trial service will not be contended.

Traffic Management will not be applied to the trial service.

Download limits will not be applied to the trial service.

KC will provide you with a new router to use with the trial service. You must not use any other router with the trial service.

If you have any support needs, call KC’s dedicated trial support team on (01482) 604911.

End of trial

We will contact you before the end of the trial period and explain the features of our new fibre services.

If you want to continue with a new fibre product you will be able to upgrade to the new product at the end of the trial period. Revised charges and a new minimum contract period will then apply from that point.

If you do not want to continue with a new fibre product you will be able to return to the KC Home or KC Home Xtra bundle or Karoo service that you were on at the start of the trial. The charges you are paying for the Bundle or Karoo service will not change and you will be tied into the same minimum contract period.

If you decide to go back to the KC Home, KC Home Xtra bundle or Karoo service at the end of the trial, your service will continue to be provided over the fibre connection we have installed at your home. You must therefore allow us to keep the fibre connection and any additional termination point we have installed on your property as this will be part of our network.

Legal

The trail service will be provided on the same Conditions of Service that apply to your existing KC service – unless they are inconstant with the terms that apply to the trial.

Further details on the trial are available at www.kc.co.uk/fibre. We will send you a Customer a Welcome Pack confirming the full details of the trail service and the basis on which it is being provided.

You have the right to change your mind and cancel your participation in the trial at any time. You can do this by calling KC Fibre Team on 01482 604911. If you cancel before the trial service is installed, you will stay on your existing service without any change. If you cancel after the trail service has been installed you can revert to your previous service but this will continue to be delivered over fibre (as above).

lightning fast fibre optic broadband has arrived