IT & NETWORKS SUPPORT
Check your business emails, broadband speed and read our FAQ’s
FAQ’s
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 0345 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. 0345 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 ticked off, you can be assured that your router is set up correctly and your service should be working to its full potential.
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.
Run a speed test
USEFUL INFO
We’ve put together some useful information and guides to help you troubleshoot your IT & Network issues better.
Of course, we are always on hand to give you assistance however you need it.
QUICK LINKS
DOWNLOADS
Check out our ADSL guide for an easy setup guide
Follow this simple guide to get your Fibre service up and running
Use our ADSL diagnostic guide to diagnose common faults
Port forwarding has never been more simple with this step-by-step guide
IT & Networks Support
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