KC Care

KC Phone and Broadband Care – summary of care

Free engineer visit

Phone & Broadband Care covers the cost of one engineer visit to your home each year to fix a fault with your telephone line or wiring inside your home, and one other engineer visit each year to fix a broadband fault inside the home that’s not caused by anything outside the property or that KC is liable to fix free of charge.

VIP Response

VIP response means that you will receive a Priority Repair service (1 working day) if there is a fault with your telephone or broadband connection.

PC Assure

PC Assure is a full healthcheck of your PC or laptop covered and includes:

• Disk Defragmentation
• Clean up of unwanted files and software
• Removal of spyware, adware and malware
• Virus removal
• Assistance to ensure you have downloaded any Windows updates that are available to you
• PC and fan clean

PC Assure does not include replacement or repair of any hardware (or hardware components). You will receive one healthcheck each year for one PC or Laptop per household. You can bring your PC into our customer centre on Carr Lane, Hull for its healthcheck or you can opt to use our Pick Up & Drop Off service from as little as £20.

Discounted Calls

You will receive 25% off calls to national, international and UK mobile numbers* made from your KC phone line that are outside any existing inclusive call allowances.

Lifetime Router Warranty

If you have a router purchased from KC, we will replace this free of charge if the router becomes faulty.

MyTech Discounts

You will receive 20% off all MyTech services which offer router/equipment configuration, wireless security and general help with equipment and connections for a small one off fee.

What is not covered?

If the fault with your telephone or broadband service is due to a defect in any equipment that has not been provided by KC (other than internal wiring), the cost of repair of this equipment will not be covered.

KC Phone and Broadband Care will only cover the first telephone and first broadband related engineer visits in any 12 month period. Subsequent engineer visits will be charged at the usual retail price, as described in the KC pricing manual.

*National calls to 01, 02 & 03 numbers. Excludes internet dialup numbers and international mobiles

KC Phone Care – summary of care

Free engineer visit

Phone & Broadband Care covers the cost of one engineer visit to your home each year to fix a fault with your telephone line or wiring inside your home, that’s not caused by anything outside the property or that KC is liable to fix free of charge.

VIP Response

VIP response means that you will receive a Priority Repair service (1 working day) if there is a fault with your telephone or broadband connection.

Discounted Calls

You will receive 25% off calls to national and international numbers* made from your KC phone line that are outside any existing inclusive call allowances.

What’s not covered?

If the fault with your telephone or broadband service is due to a defect in any equipment that has not been provided by KC (other than internal wiring), the cost of repair of this equipment will not be covered.

KC Phone Care will only cover the first telephone related engineer visit in any 12 month period. Subsequent engineer visits will be charged at the usual retail price, as described in the KC pricing manual.

*National calls to 01, 02 & 03 numbers. Excludes internet dialup numbers and international mobiles

Family Care – Terms & Conditions

• You will not have to pay any charges for your KC Care service during your free trial period, which starts on the date of this letter and continues for one month.
• We’re sure you’ll love your new KC Care service, but if you do wish to cancel during the trial period, please give us a call on 01482 602555.
• You will have to pay our standard charges for any services you have taken during the trial that would normally be chargeable.  If you do not cancel the service within the trial period, you will have entered a 12 month contract for the service. You may be liable to pay an early termination charge if you terminate the contract during the minimum term.
• After your free one month trial period, Family Care is just £7.99 a month and will be added to your telephone bill.

The terms and conditions of your KC Care service can be viewed at k-c.co.uk/regulatory.

Family Care – FAQs

Who is Family Care targeted at?

Family Care, available for any Karoo broadband customer, is the ideal solution for families and households using several different devices, such as PCs, Macs, tablets and Smartphones to connect to the Internet both in the home and outside of the home.

What are the benefits of Family Care?

Family Care provides security and parental controls for up to 5 devices which you can mix and match, so you can tailor its use to suit your particular needs. So, for example, it will protect 3 laptops, a Smartphone and a Mac, or 1 PC, 1 tablet and 3 Smartphones - you choose. Family Care also gives you peace of mind from knowing that you won’t have to pay for an engineer visit should there be a fault with your phone or broadband, we’ll give 2 of your PCs a health check every year, and we’ll always replace your broadband router free of charge if it becomes faulty.

Why should I buy Family Care from you?

Family Care brings you a wide range of financial, security and usability advantages. What makes Family Care unique is that it delivers:

• Complete peace of mind: Easy, one-licence solution to protect not only your PCs, but also Macs, Smartphones and Android tablets, coupled with all the benefits of KC Care.
• Affordable monthly price, so that you can spread the cost of keeping your family safe online.
• More security, ID theft protection and parental controls across more devices than any other available security solution.

What type of security is included with Family Care?

Family Care comes with Kaspersky ONE, a single licence product with which you can conveniently secure any combination of your PCs, Macs, Smartphones and Android tablets. Family Care will provide the following security:

For PCs:

• Real-time protection from new and emerging viruses and spyware
• Proactive detection of unknown malware
• Anti-phishing to protect your digital identity
• Two-way firewall to block hacker attacks
• Anti-spam protection to filter dangerous and unwanted emails
• Advanced Parental Controls to keep your children safe & responsible online

For Macs:

• Real-time protection from viruses that specifically targeting Macs.
• Ensures you won’t spread dangerous viruses, worms, and trojans to your family, friends, and colleagues who use PCs.
• Warns you if a website is suspicious or dangerous
• Works behind-the-scenes so it won’t slow you down
• Familiar, easy-to-use Mac-style interface

For Smartphones:

• Remotely block access to your phone if it's lost or stolen
• Remotely clean your phone, wiping it of your personal information
• Blocks unwanted calls and texts from specified or unknown numbers
• Real-time virus scanning and advanced firewall for 24/7 protection
• Control what others can see and access when they pick up your phone
• Block outgoing calls or SMS texts to undesirable numbers, including premium rate services (Windows Mobile and Symbian phones only)
• Find your child day or night with advanced phone-finder technology and Google Maps coordinates (Windows Mobile and Symbian phones only)

For Tablets:

• Real-time protection against viruses, spyware, Trojans, bots, and more
• Small, frequent updates that won’t slow you down
• Virus-scanning of applications downloaded from the marketplace
• Desktop Security Gadget for easy-access to your protection status

Which tablets does Family Care protect?

Family Care will protect any Android tablet. The most popular Android tablet brands are the following:

• Asus
• Samsung Galaxy Tab
• Sony
• Motorola Xoom
• Toshiba
• LG
• Acer
• HTC
• Viewsonic
• Amazon Kindle Fire

Which Smartphones does Family Care protect?

Family Care will protect any Android, Windows Mobile, Symbian or Blackberry phone. A full compatibility list can be found at http://www.kaspersky.co.uk/mobile_downloads.

I can get Anti-Virus protection free with my PC or via a Smartphone app; why should I pay for Family Care?

Kaspersky One, which is included within Family Care, is the most comprehensive security solution available, giving far more granular protection than anything else that’s out there – and tons more than any free option such as Microsoft’s inbuilt security. For example, some of the benefits you get from Family Care that you wouldn’t get with a cheaper or free Anti-Virus solution include:

• Protection for up to 5 devices, including PCs, Macs, Smartphones and Android tablets
• Anti-Virus for instant messaging
• Roll back any system change caused by malware
• Webmail anti-spam
• Pro-active anti-phishing
• The ability to control and monitor what each of your children is doing online, including when they access the Internet and which Websites they can see
• Restore system settings after infection
• Free, local technical support from the Karoo team, backed up by round-the-clock support from Kaspersky UK

My Mac/Smartphone/Tablet doesn’t need security

You and your children use your Smartphone and Tablet just like you use a PC – email, text, chat, surf web, bank, shop – so you need to be protected from the same threats. As Macs, tablets and Smartphones become more popular, they become more attractive to cybercriminals. In addition, Smartphones are easily lost or stolen, and Macs can pass along PC malware. So a one-licence solution to protect all your devices is both easy to use and gives you the best all-round protection.

How do I qualify for the free trial month?

All you need to do is sign up for Family Care and you get the first month free, with the option of cancelling with no penalty within that first month if you find it’s not for you. Cancelling is easy: all you need to do is call 01482 602555 during your first month, and we’ll do the rest.

What’s the minimum contract term with Family Care?

Family Care comes with a 12 month minimum contract term. You can cancel with no penalty and no charge during the first trial month, but if you cancel between Months 2 and 12 you may incur Early Termination Charges to the end of the minimum contract.

What happens when that first 12 months have passed?

At the end of the initial 12 month contract, we will contact you to renew your security licence, and you are on a rolling 1-month contract thereafter.

What happens if I move out of the KC network area?

If you take Family Care and move out of the KC area, you can continue to benefit from your Kaspersky one-licence protection for as long as you continue to pay your Family Care subscription.

Why aren’t you offering free parental controls like BT?

The "free" parental controls recently announced by BT are, in fact, just a blanket block of all Websites deemed to be pornography, which means that certain legitimate Websites will also be inadvertently blocked. The BT controls are also not flexible enough to be tailored for individual users, like the Family Care parental controls are.

I already have security installed. Will I need to uninstall this before installing Kaspersky ONE?

The Kaspersky ONE product included with Family Care can uninstall some products but in theory we do not guarantee this and we would always advise the customer to uninstall any previous AV or similar software before installing our product to minimise any issues that may arise. This information is also provided on all confirmation emails and install guides.

What is the difference between a virus and a worm?

A virus is a program that replicates, i.e. it spreads from file to file on your system and from PC to PC. In addition, it may be programmed to erase or damage data.

Worms are generally considered to be a subset of viruses, but with certain key differences. A worm is a computer program that replicates, but does not infect other files. Instead, it installs itself once on a computer and then looks for a way to spread to other computers.

In the case of a virus, the longer it goes undetected, the more infected files there will be on the computer. Worms, however, create a single instance of their code.

Unlike a virus, a worm code is stand-alone. In other words, a worm is a separate file while a virus is a set of code which adds itself to existing files.

What is PHISHING?

Phishing is a very specific type of cybercrime designed to trick you into disclosing personal financial details. Cybercriminals create a fake website that looks just like a bank’s website (or any other web site where online financial transactions are conducted e.g. eBay). They then try to trick you into visiting this site and typing in your confidential data, such as your login, password or PIN. Typically, cybercriminals send out a large numbers of e-mails containing a hyperlink to the fake site.

What is MALWARE?

Malware - short for malicious software - is an umbrella term that refers to any software program deliberately created to perform an unauthorized and often harmful action. Viruses, backdoors, keyloggers, password stealers and other Trojan horse programs, Word and Excel macro viruses, boot sector viruses, script viruses (batch, windows shell, java, etc.) and Trojans, crimeware, spyware and adware are but a few examples of what is considered malware.

It was once sufficient to call something a 'virus' or 'Trojan horse', but infection methods and vectors evolved and the terms virus and Trojan no longer provided a satisfactory definition for all the types of rogue programs that exist.