1. Will everyone who has access to fibre be able to get 100Mbps download speeds?

Most customers in our fibre roll-out areas will be able to choose 100Mbps download speeds. This is because most of our installations will be Fibre To The Home (FTTH), where we’re able to connect fibre all the way into a home or business to give them lightning fast speeds.

In some areas it isn’t feasible to install fibre all the way to the premises and where this is the case we’ll lay the fibre as close as possible to your home or business and use the existing copper cable to complete the connection. The download speeds will still be lightning fast, but up to 80Mbps rather than a guaranteed 100Mbps.

We’ll either lay fibre to the nearest street cabinet, or in blocks of flats we’ll connect the fibre to the basement of the buildings.

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2. Will we really get 100Mbps or is it ‘up to 100Mbps’ like Karoo Lite, Mid and Pro?

Where we’re offering 100Mbps download speeds, we guarantee 100Mbps into your home – not up to 100Mbps.

With our existing Karoo services we quote speeds of ‘up to 24Mbps’ because the actual speed you’ll receive depends on how far you live from the nearest exchange. But with fibre optic broadband it doesn’t matter how far you are from the exchange – if you buy a 100Mbps Fibre To The Home service we guarantee 100Mbps into your property.

Where we’re installing Fibre To The Cabinet (FTTC), or Fibre To The Basement (FTTB) in the case of blocks of flats, we’ll provide guaranteed speeds of between 40Mbps and 80Mbps – still lightning fast, but the speeds will vary from property to property because the final part of the connection is delivered using copper cables.

It’s important to be aware that while we guarantee the speed to your property, there are some things within your broadband set-up which can slow your connection down. To make the most of KC Lightstream and get the fastest possible speeds, here are a few tips:

• Using a wireless connection will affect your speed. For the fastest possible speed, connect your device (such as your laptop, PC or your TV) to your router with an Ethernet cable .
• Check the specification of your computer – can your equipment support lightning fast and lightning fast speeds?
• Be aware that some websites won’t be able to send you data as fast as KC Lightstream can receive it – for example, if the website is busy or if it has a slow connection to the internet

We want you to be able to make the most of your fibre service, so before we install it we’ll send you a welcome pack which includes a guide to getting the fastest download speed possible.

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3. Is there an upload usage allowance?

Yes, our KC Lightstream service includes an upload allowance, which varies depending on which package you choose.

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4. Is there a minimum contract length?

The minimum contract length is 18 months. This is the standard contract length for fibre services provided by other broadband suppliers.

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5. What if I sign up for a contract then move to premises where I can’t get a fibre connection?

If you move within your contract period and your new home doesn’t yet have fibre, we’ll switch you to one of our Karoo broadband services with speeds of up to 24Mbps.

There’ll be no charge for switching to another package and you’ll continue on your existing contract without having to enter into a new one. After switching, your new monthly charge will be the charge for whichever Karoo broadband package you move to.

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6. Can I have a KC Lightstream service if I’m not currently a KC customer?

Yes. Just call us on 01482 604911 or check your postcode at the top of this page to see if you can receive it.

We have some great introductory offers for new customers, including free connection and one month’s free rental on our KC Lightstream bundles.

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7. Can I have a KC Lightstream service if I currently only have a KC Talk package?

Yes. Just call us on 01482 604911 or check your postcode at the top of this page to see if you can receive it.

We have some great introductory offers for customers who are new to broadband from KC, including free connection and money off the monthly price of our KC Lightstream bundles. The amount and period of the discount depends on which KC Lightstream bundle service you choose.

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8. Do I need a KC phone line to get KC Lightstream?

Yes, our KC Lightstream services are only available to customers who have a KC phone line.

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9. Will the fibre roll-out mean KC will be digging up the streets?

We’ll be doing very little digging to install fibre.

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10. How long does it take to have fibre installed?

In most cases where we’re installing fibre to the premises, installation will take less than two hours. In other cases we won’t even need access to your home – we can connect you remotely, from our exchange.

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11. Do I need any new equipment?

Yes, you’ll need a new router with all of our consumer fibre services. However, the age and capacity of your laptop or PC will affect the download speed you can achieve, so if your equipment is very old you may not be able to make the most of the lightning fast speeds available.

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12. Can I have it installed anywhere I like in my home?

If we’re installing Fibre To The Home (FTTH) your fibre connection will enter your premises where your existing phone cable enters the building. The installation point in your home needs to be within six metres of this point to be classed as a standard connection. If you want your connection elsewhere in your home or business we can do this, but there’ll be an extra charge for this as the installation will take longer.

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13. Can I get help connecting all my devices?

Yes. As part of the standard installation our engineer will connect one device, such as a laptop or PC, to your fibre connection. For an extra charge you can have more devices – such as gaming consoles or tablet PCs – connected as part of the installation process. We’ll also give you a guide to connecting other devices so you can do this yourself if you prefer to.

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14. Will the number of devices connected to my fibre service affect my download speed?

No. You can have as many devices connected at the same time with no drop in the download speed. That’s one of the great things about fibre broadband.

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KC Lightstream Connect FAQs

1. What devices connect my TV to the internet?

There are several ways to access the internet through your TV. You can get your TV connected to the internet if you have an internet enabled or ‘Smart’ TV or you can get connected if you have a games console like an Xbox 360, Playstation 3 (PS3) or Nintendo Wii, a Smart Blu Ray player or a new Smart Freeview HD set-top box.

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2. What is a KC Lightstream Connect Bundle?

A Bundle combines the cost of your calls and broadband into a single service, which means you’ll get more free calls and more broadband usage for your money, all on a single bill. If you choose a KC Lightstream Connect Bundle you’ll get all these benefits plus your TV connected to the internet and the peace of mind that comes from knowing that we’ve doubled the broadband usage allowance.

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3. If I add KC Connect to my Lightstream bundle, will I be able to use the internet on my TV like I do on my computer?

This depends on the device you’re using to connect to the Internet. Newer Smart TVs do give the ability to browse the Internet, but older TVs and other devices will only give you access to certain catch-up TV and film streaming services. Please check with your TV’s manufacturer to find out more.

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4. How will I control the internet on my TV?

You’ll be able to control the internet using your remote control.

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5. If I choose the KC Lightstream Connect Self Install option what will I get?

You will receive a pair of Powerline adapters that you can install yourself. Powerline adapters use your existing electric main circuit to carry the signal, so just by plugging your Smart TV device into a Powerline at one end, and your router into the other Powerline, the two will be connected. Best part is that you can spread the cost of the Powerline adapters over the 18 month contract, and get double your broadband usage allowance.

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6. What is Powerline, and how does it work?

Powerline uses the electrical wiring in your house to create a network. We will send you two Powerline pass-through adapters, into which you will need to plug your device and your Internet router before plugging the adapter into the nearest electrical wall socket. Whilst easy to install, there can be some drawbacks to using Powerline, not least if your home has two separate ring mains (e.g. if you’ve had a large extension built), which is why KC would always recommend Ethernet (CAT5) cabling as the favoured option.

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7. What are the benefits of taking the Powerline option?

We would always recommend the in-home wiring option as the best way to ensure a stable connection and buffer-free TV viewing.However, the Powerline option is there for those customers who don’t want the hassle of a home visit, and who want to take advantage of the fact that KC Lightstream Connect allows them to spread the cost of their Powerline adapters over 18 months, while taking advantage of double broadband usage.

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8. Will Powerline work with wireless?

We would always recommend a fixed Ethernet connection to give the best possible stable and reliable online experience, especially when streaming TV or films. However, some customers would prefer no additional wiring within their home.In this instance, we would recommend that the customer takes KC Lightstream Connect with the self-install option, where the customer would receive a pair of high-bandwidth Powerline adapters to connect the two devices using the house’s electrical ring main.Alternatively, our engineer will be happy to install the Powerline adapters for you in the home.

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9. What happens if I want the engineer to connect my device using Powerline?

If you choose an engineer install option, a member of our customer service team will call you to arrange a convenient appointment. An engineer will then visit your home, connect your chosen device and demonstrate it working. Additional devices can be connected on request, for an extra charge. Ask us about connecting additional devices by calling us on 01482 602555.

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10. Is there a warranty with any wiring provided as part of KC Lightstream Connect?

All new wiring comes with a warranty for the duration of the customer contract – 18 months minimum.

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11. Is there a delivery charge for KC Lightstream Connect – Engineer Install?

KC Lightstream Connect comes with a £10 set up fee.This covers either the booking of the engineer appointment, or courier delivery of the Powerline adapters.

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