Telecoms help Got a question? Search through our answers below: Need some help with your kinex telecoms service? Find the most frequently asked questions and answers below. If you are unable to find your answer please contact our Customer Service team on 0161 465 6655. Telecoms & Broadband Troubleshooting Experiencing issues with your Broadband or Landline? Try our simple checks to get you up and running as soon as possible. Frequently asked questions Business Telecoms What do I do if I have a telecoms fault? Do you offer online tools? What is a care level? Can I contact Openreach myself? How long does it take to fix a fault? What happens if I get a termination fee from my current supplier? 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. Business Broadband What broadband speeds can you provide? Will I get any downtime when transferring my broadband services? What happens if I get a termination fee from my current supplier? 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. Business Fibre Broadband What is Fibre Broadband? What speeds can I get with fibre? How long does fibre take to install? Can anyone get fibre broadband? 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. Business Mobile How do I activate my SIM card? Why is my SIM card from O2 or EE but my contract is with you? When will my new handset arrive? When will my bundle start from? My handset hasn’t arrived? I’ve lost my mobile – what do I do? My mobile has been stolen, what do I do? Do you offer mobile insurance? Will you contact me before my contract ends? How do I set/change my mobile bill limit? I’ve had a termination charge from my previous supplier, can you help? How do I know if my existing handset will work? How can I get a PAC (Porting Authorisation Code) / STAC (Service Termination Authorisation Code)? Activating your SIM card is easy. Simply call one of our helpful team on 0161 465 6656. If you want to keep your existing mobile number, we just need your Porting Authorisation Code (PAC) from your current supplier. It’s easy to get your PAC, simply text PAC to 65075 and your supplier will send you the PAC. Disclaimers Terms & Conditions T&Cs and Pricing Privacy Policy Acceptable Use Policy Cookie Policy Treating Customers Fairly Statement Treating Vulnerable Customers Fairly Policy Coronavirus and Critical Sectors Policy Complaints Our Commitment To You Complaints Procedures Telecoms Complaints Procedure Energy Complaints Procedure Water Complaints Procedure Contact us Head Office kinex, No. 1 Dovecote, Old Hall Road, Sale M33 2GS Contact us Media enquiries Verastar Ltd trading as kinex. Registered in England & Wales No: 3667643. Vat Registration No: 945 795467. Registered Office: No. 1 Dovecote, Old Hall Road, Sale M33 2GS.