The essential conduit between your business and the world! Don’t leave it to chance, have an industry expert ensure the right connection for today’s demanding business environment.

Frequently Asked Questions

ADSL

Q. My connection is dropping or running slow, why is this?

Slow internet connectivity can be caused by lots of reasons. To get the most out of your connection we need to make sure that the setup is correct. Please make sure your setup is the same as the following:

Router plugged into the master phone socket of the premise. Plugging into extension sockets can be detrimental to the performance of your connection.  If you want the most out of your connection it’s important you router is plugged in the master socket.

A filter is the first thing that is plugged into the master socket. Unfiltered equipment can cause drops and slow your connection down.

No extension cable should be used between the filter and the router. Extension cable is essentially telephone cable and will make your line longer thus reducing speed and are susceptible to interference. If you need connectivity away from the master, use a longer Ethernet cable or consider using wireless connectivity.

All other extensions sockets in use on the same telephone number are filtered. Unfiltered phones, faxes and other telephony devices will cause the connection to drop and perform poorly.

Use Ethernet if you can.

To get a true indication of speed you need to run speeds tests on a computer connected physically using the official speedtest site http://speedtest.btwholesale.com/

Ethernet is faster and more reliable that wireless connectivity.

Old routers tend to perform not as well as new ones. The technologies inside routers are ever evolving and updating to work better with the equipment in your local exchange. Having up to date equipment will ensure your connection is performing the best as it can.

Updating firmware. Checking you’re running the latest firmware on your router can sometimes be a simple fix to iron out connectivity problems.

Once all these are ticked off, you can be assured that your router is set up correctly and your service should be working to its full potential.

 

Other reasons for slow speed.

There could potentially be a fault on your line or in the equipment in your local exchange. Feel free to give support a call to check the health of your connection.

You could have breached your monthly usage allowance and your speed is capped. Please give technical support a call to confirm this. 0345 450 9393

 

Noise or crackling on the line.

This can be caused by corrosion on the copper line or even your telephone itself. Noise on the line will cause intermittency on your connection. Please test in the test socket using a known working phone. If you’ve done these checks and you still hear crackles or interference, please give support a call and we will perform a copper line test.

Insecure wireless. Having an open wireless connection is highly unadvisable. If you don’t password protect your wireless network not only are you leaving it open for people to use your bandwidth, you’re potentially allowing access to devices and files on your network.

Emails

Q. How do I set up my pinkconnect.co.uk email?

You need to have the following settings in your mail client or mobile phone:

 

Name: Your name as you would like recipients to see it

Address: The email address for the mailbox you want to setup (a.smith@pinkconnect.com)

Password: The password for the mailbox

Description: Your own description for the mailbox

On the next screen, leave IMAP selected at the top and enter the following settings:

Incoming Mail Server

Host Name: mail.yourdomainname (Or mail.pinkconnect.co.uk)

Username: The email address for the mailbox you want to setup

Password: The password for the mailbox

Outgoing Mail Server

SMTP: mail.yourdomainname (Or mail.pinkconnect.co.uk)

Username: The email address for the mailbox you want to setup

Password: The password for the mailbox

Press OK

You will then get a message saying Cannot Connect Using SSL. Do you want to try setting up the account

without SSL?, press Yes.

It should then connect to the mail server and the account will be setup.

If you are having problems with sending mail, you may need to change the port for the SMTP server. Select the mail account > SMTP Server > Server Port and change this to 587

 

Our mail servers support both IMAP and POP3 on standard port numbers.

FTTC

Q. How do I set up my Fibre Connection?

Router plugged directly into the Openreach modem of the premise. Plugging into extension sockets can be detrimental to the performance of your connection.  If you want the most out of your connection it’s important you router is plugged directly into the openreach modem.

To get a true indication of speed you need to run speeds tests on a computer connected physically using the official speedtest site http://speedtest.btwholesale.com/

Ethernet is faster and more reliable that wireless connectivity.

Old routers tend to perform not as well as new ones. The technologies inside routers are ever evolving and updating to work better with the equipment in your local exchange. Having up to date equipment will ensure your connection is performing the best as it can.

Updating firmware. Checking you’re running the latest firmware on your router can sometimes be a simple fix to iron out connectivity problems.

Once all these are ticked off, you can be assured that your router is set up correctly and your service should be working to its full potential.

Q. My Fibre is too slow

There could potentially be a fault on your line or in the equipment in your local exchange. Feel free to give support a call to check the health of your connection.

You could have breached your monthly usage allowance and your speed is capped to . Please give technical support a call to confirm this. 0845 450 9393

Q. My Fibre is offline or dropping out

Check the lights on the router they should all be green. reboot the router using the button on the back of the router. reboot the openreach modem using the button on the bottom of the modem. if that doesn’t work then please call the help desk on 0845 450 9393 and select option 3 as there maybe a potential fault on the line.

Satellite

Q. How do I set up my Satellite?

A1- Router plugged into the Satellite modem of the premise. Plugging into extension sockets can be detrimental to the performance of your connection.  If you want the most out of your connection it’s important you router is plugged directly into the Satellite modem.

Having up to date equipment will ensure your connection is performing the best as it can.

Updating firmware. Checking you’re running the latest firmware on your router can sometimes be a simple fix to iron out connectivity problems.

Once all these are ticked off, you can be assured that your router is set up correctly and your service should be working to its full potential.

 

A2 Other reasons for slow speed.

There could potentially be a fault with the equipment on the Satellite. The Satellite could be out of alignment and need realigning to work at full speed.  Feel free to give support a call to check the health of your connection.

You could have breached your monthly usage allowance and your speed is capped. Please give technical support a call to confirm this. 0845 450 9393