FAQs

A collection of some of the most frequently asked questions, available to support you.

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A universal charger is one that doesn’t come with a cable attached to it. You would need to have your own cable, to plug one end into the charger and the other end into the car. This cable is also useful when you use public untethered networks.

A tethered charger is one that comes with a cable attached to it (like a petrol pump). The cable connects directly into your car charging slot. You simply plug it into your car and place it back in the cradle when you finish.

The Electric Vehicle Homecharge Scheme (EVHS) provides grant funding of up to 75% towards the cost of installing electric vehicle chargepoints at domestic properties across the UK.

All the prices displayed on our website already include the OLEV (Office for Low Emission Vehicles) grant.

To be eligible for the Olev grant, you will need to fulfil the required criteria: off street private parking; proof that you own an electric vehicle and ensuring that you have never claimed the grant on this vehicle before.

Certifications that can help with compliance of GDPR are; Cyber Essentials, PCI DSS and ISO 27001. 

A Data Protection Officer is a person who oversees the protection of personal data and will ensure the company is compliant with the GDPR requirements. A Data Protection Officer will need to be appointed if the company is storing or processing a large amount of personal data. 

All companies outside the EU still need to abide by GDPR when handling personal data from the EU. Companies that are not based within the EU and offer services or products within the EU will need a representative within the EU. 

The Controller: (an individual) determines the purpose of the personal data that will be processed and should demonstrate compliance with the regulation. 

Processors: (a second individual) works on behalf of the Controller. If any breach occurs, the Processor must notify the Controller without delay. 

Depending on the articles violated, you can face one of two fines. The first fine is 2% of annual turnover or €10 million fine. The second and highest fine can be 4% annual turnover or a €20 million fine. 

Once a breach occurs, companies will have 72 hours from when the breach was identified to report to the ICO (Information Commissioners Office). 

GDPR does not specifically mention how long a company should retain personal data for. However, GDPR does state that personal data should not be retained longer than necessary. 

When capturing personal data from an individual under the age of 16, parental consent is needed. Although, some countries may choose to have the minimum age set to 13. 

Individuals can request to have all their personal data erased from the company database and any third-party involved. 

A subject can request information regarding their personal data held by a company. Companies have one month to handle the request and report back. If the request is complex, an extra month can be given. Information that can be requested can include: What the information is needed for Who else has access to it Where the data was collected, if it was obtained from another source. 

Consent from individuals should be non-ambiguous to the individual and will need to have the following information: 

  • How long the data will be held for 
  • What the data will be used for 
  • Who else will have access to the data 

Additionally, individuals should have a choice on whether to give consent. It should also be as easy to withdraw consent as to give it. 

GDPR will cover two types of data that will be affected by GDPR. The first is Personal Data, being any information that can identify a person. This includes the following: 

  • Name 
  • IP Address 
  • Location Identifier 
  • Email Address Photographs Bank Details 

The other type of data is Sensitive Personal Data, this includes: 

  • Race/Ethnic origin 
  • Health Biometric data 
  • Sexual Orientation 

It will cover all personal data of any living person within the EU. 

Britain will implement and maintain GDPR even now we have lefyt the EU. 

GDPR was adopted by the EU Parliament in April 2016 and will become UK law on the 25th May 2018. 

It is the General Data Protection Regulation and it replaces both the Data Protection Act and the Data Protection Directive. 

Please email billing@pinkconnect.com with details of which invoice is required and we will email you a copy.

The report sent with the invoice has full itemisation of all services.

Email billing@pinkconnect.com with account details and new email details, this will be amended and an acknowledgement sent to you.

Your first invoice may have one off installation charges and equipment on it, also services charges are charges pro-rata and a month in advance, this will even out in subsequent months. Calls are billed in arrears.

All invoices are collected by Direct debit as per our terms and conditions, invoices not collected by Direct Debit carry a payment processing fee.

A: Office 365 allows you to print directly from SharePoint online and Outlook Web Access (including any email attachments). You can also download documents from Office365 to your desktop and print them from there.

A: Office365 has been designed to work for all businesses from single employee/owner businesses to big UK companies such as Royal Mail, Aviva and GlaxoSmithKline.

A: Microsoft Office comprises of Word, Excel, PowerPoint, Outlook and other packages that are installed on your desktop or laptop computer.

Office 365 provides a set of complimentary services to Microsoft Office. They include:

  • Exchange Online – This allows you send and receive an email to your own domain name. Use Microsoft Outlook to compose emails and to read incoming mail.
  • Lync – Work with other members of your organisation using Instant Messaging, Voice & Video conferencing as well as screen sharing.
  • SharePoint – A web based tool designed to help you manage your company’s information including documents, tasks and group calendars.

A1: Windows Desktop: Office 365 is designed to work on XP, Windows Vista, Window 7 and Window 8. For the best experience use the latest version of Microsoft Office
A2: Mac Desktop: Office365 supports Mac Users across all fronts:

  • Lync – A full Client for Mac users is now available to Office365 subscribers
  • Office Web Apps – Mac users can use Safari to access the full functional versions of Office Web Apps including Outlook, Word, Excel and PowerPoint
  • SharePoint – SharePoint Online supports user access by the safari browser
  • Email – Mac Users can use iMail & Entourage to access mail and calendar services provided by exchange
  • iPhones/iPads – Can access email, calendars and SharePoint

A3: Smart Phones: You can use Office365 on Windows 7 Mobile, Android, iPhone & iPad as well as Blackberry*.

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

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.

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

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 tic

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.

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.

Lift the handset

Dial **9

Enter password 0000 followed by #

Lift the handset

Dial **8

Enter password 0000 followed by #

Lift the handset

Dial **6

Enter the extension number you wish to delete call forwarding followed by #

Enter password 0000 followed by #

Enter 1 to confirm

Lift the handset

Dial **5

Enter the extension number you wish to forward followed by #

Enter Password 0000 followed by #

Enter the extension number you wish to forward your calls to follow by #

Enter 1 to confirm

Select; Company – Scheduling – Business Hours

As an Administrator, you can set up the operating hours of your business

Use the icon to define the opening and closing time for Monday.

If you close for lunch, define a lunch hour and if you want to do something specific after hours, make sure you tick the box.

Note: After hours on any particular day lasts from end of Office Hours on that day to start of Office Hours of the next working day.

Then click to update the details for Monday. You will get the following message to confirm the save operation:

The business hours settings were successfully updated.

Go to Account – features – call divert – select the number – choose the option by ticking the box above – enter the number you want to divert to – select save 

The Pink IP Pro platform works over the internet. So if your connection is dropping, so will calls. When diagnosing problems with your IP phone, it best to start looking at the stability of your connection as if it’s unstable, it’s going to effect it registering with the network. Please call or email Pink connect support and we can check if your internet connection is stable.

Another reason is that you’re switching equipment is not routing the traffic correctly and or the routing tables in the router are not working correctly. A power cycle of the router and switch is usually a quick and simple fix to remedy problems with phones unregistering.

We recommend the Technicolor TG582n router to be used with Pink IP pro. It’s designed to stream media data and handles VOIP better than any other router we’ve tested. We’ve found more expensive and complex routers can have an ill effect on Pink IP pro phones so keeping it simple is key. Draytek routers are NOT advised to be used with Pink IP pro.

Sharing data with computers. Sharing an internet connection with a computer network is a big no no when using VOIP. A computer can use all the bandwidth available and unregister the phone and can make speech very unclear. If you have a fibre line there’s usually enough for both computer and VOIP traffic but to avoid problems, we advise you keep them separate for better use of the service. Too many phones on a single connection may also cause problems so please check how much bandwidth you have available before adding additional IP phones to your connection. A single call on IP pro uses around 110kbps.

If you’re using a router not provided by pink connect please make sure the following rule is implemented in your router:
Your router should be set up to perform NAT (Network Address Translation) and act as a DHCP server (or have a standalone DHCP server somewhere on you Network). These features are normally enabled by default on most routers. An IP address will be allocated to the phone automatically when you plug the Ethernet cable from your phone into your router. Please note: you should ensure the following ports are not blocked by the firewall within your router:
Far end ports

  • UDP Ports 4144 and 4244
  • UDP Ports 10000 to 32767
  • HTTPS Port 443
  • Syslog Port 514
  • HTTP Port 80
  • DNS Port 53
  • NTP Port 123

Local ports
Outbound requests to standard services will be from a random port (as for a PC) the following ports will be used to receive SIP and RTP packets

  • UDP Ports 5061 and 5062
  • UDP Ports 4241 to 4280
  • UDP Ports 10000 to 32767

It is our strong recommendation to minimise the number of firewall rules required on the router. This will reduce the CPU load on the router and also future proof the site from future additions to the service. This can be simply implemented by a single rule which allows al (UDP and TCP)
traffic to and from 154.51.129.0 netmask 255.255.255.0 – this is a /24 network the system can support both static and dynamic IP addresses.
If you believe you’ve ticked all these off and you’re still experiencing problems, please give the Pink support team a call.
Call forwarding

  • Navigate to the Call Forwarding feature screen  (Select; Account – Features – Call Forwarding)
  • Choose the phone. You will see that a phone enabled for TBR will have extra fields on-screen that allow you to select a “period”
  • Choose the relevant routing period from the list. There are helper entries such as “Weekday Office Hours” that allow you to set up the feature for several routing periods at once (note although that to subsequently view the actual feature information you should use the actual day of the week entry e.g. “Tuesday Office Hours”, rather than “Weekday Office Hours”)
  • Continue to configure the options of the feature (e.g. “Chosen Phones”,“Seconds to wait for an answer” etc.)
  • Then click to update the details for Monday. You will get the following message to confirm the save operation:

The Call Forwarding settings were successfully updated for this period.

Press the icon to return the Call Management Planner, where the period should now show as configured for the relevant phone.

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