Telecoms help

If you are unfortunate enough to experience a telecoms fault, you can report the fault online by logging in to Customer Zone or by calling our customer service team. We will carry out live line tests and advise you on any simple equipment checks you can carry out yourself. Alternatively, to see if there are any major issues in your area that might be affecting services, use the below online checker by simply typing your postcode in to the box.  If a major problem has been identified in your area you’ll see what’s caused it, when it was reported and an indication of when it should be fixed.

Local network and status checker

If following these checks the fault is still present then, following time related charge confirmations, we will liaise with Openreach engineers on your authority to rectify the fault as soon as possible, keeping you fully updated every step of the way. On certain occasions it may be possible to offer you a temporary call diversion facility.

Yes, you can take advantage of the online tools we offer by signing in to the Customer Zone. This will give you access to your invoices online, you can test your telephone line for faults, and you can benefit from the ongoing introduction of new tools we are developing to manage your account.

A care level is a level determining the speed in which your fault will be responded to by Openreach. kinex offers four types of cover which are explained in more details here. Please feel free to contact us to change your care level.

Openreach support communication suppliers like kinex by providing and maintaining the access network, allowing us to provide a service to you. Openreach provide this service to kinex, BT Retail, and other suppliers in a like for like manner. Openreach are unobtainable by end line users like you. By contacting kinex, we will liaise with Openreach on your behalf to resolve the issue as a matter of priority based on your selected care level in exactly the same way as any other supplier. The advantage of reporting your fault with kinex however, is that with no automated queues, you are able to come straight through to us, allowing us to log your fault with Openreach engineers immediately without delay.

This depends completely on the nature of the fault. All faults will be responded to as priority according to your care level. Fault resolution times all vary depending on the necessary work required. We will however communicate directly with Openreach at regular intervals to seek a resolution as soon as possible, and keep you fully updated on the progress of the fault.

As I am sure you are aware, broadband speeds vary from customer to customer as they are dependent on both line length and quality from the exchange. We can provide a download speed of up to 17 Mbps with our ADSL broadband or up to 76 Mbps* download speed with our Unlimited fibre package which, is based on the fact that a minimum of 10% of users on the network achieve this speed and above. We can also assure you that our broadband support teams can ensure you receive the maximum speeds available to you as we use a technology called Direct Line Management that actively optimises your connection making constant adjustments to provide the best possible speed and uptime, meaning faster speeds and continuity of service.

The chance of you noticing any downtime is unlikely during a transfer of services. However, like all service providers, we can’t guarantee there will be no downtime but please be aware there may be temporary downtime with our Fibre packages.

Unlike ordinary ADSL Broadband, Fibre Broadband uses high speed fibre optic cables from the exchange to your Principal Connection Point – the green cabinet in the street. This means that you should get much faster download and upload speeds.

We will aim to provide you with download speeds of up to 76Mb and upload speeds of up to 19Mb with our Absolute Fibre package and download speeds of up to 38 Mb and upload speeds of up to 10Mb for our Essential Fibre package. The actual speed you will receive is subject to line distance from the Principal Connection Point – the green cabinet in the street – to your premises and line quality. It is unlikely you will receive a download speed of 76Mb, but we will provide you with the fastest speed available on your line. Speeds vary significantly by location. The further you are from your PCP the lower your speed will be. Also, external factors e.g. internet congestion and premises wiring can also significantly affect speed.

The guide time is 19 days subject to engineer availability, however we will always seek to provide the service at the earliest opportunity and we will liaise with you to arrange a suitable appointment time.

No, not everyone can get fibre. Your premises needs to be served by a fibre enabled exchange in order for us to supply you with fibre broadband. However, we can perform a simple line test to let you know if fibre is currently available to you: click here.

Yes. If you obtain a PAC (Porting Authorising code) from your previous provider we can port your number over so it remains the same.

The majority of handsets can be used with a kinex SIM card. The only time a handset may not work is if it has been ‘network locked’ so only SIM cards from your previous provider can be used. If your SIM card does not work in your handset you should contact your current supplier and request they unlock your phone. Alternatively pop into one of the numerous independent shops which offer handset unlocking services.

Yes! There is a common misconception that unlocking a handset is illegal, one the mobile phone companies (unsurprisingly) aren’t keen to dispel. The confusion arises because unlocking and unblocking are often mixed up, yet mean different things.

• Unlocking is legal. This means making the phone work with any SIM card.

• Unblocking is illegal. This is the practice of making a phone work again after it has been blocked by the networks, usually as a result of it being reported lost or stolen. Unsurprisingly, it is illegal and should not be attempted.