Broadband

Business broadband outage - first checks before contacting our team

Summary This article walks you through the fastest checks to run when your office has lost internet access. These steps help confirm whether the issue is local to you, a wider network fault, or something KTS needs to investigate on the circuit. Who this is for Anyone on site who needs to get the office back online quickly, including office managers, reception staff, and on-site IT contacts. When to use this article Use this when the office internet appears to be down, multiple users are offline, or a specific service such as email or a cloud app stops working for everyone at once. First checks 1. Check whether the issue affects everyone in the office or just one person. If it is only one person, the issue is more likely to be with their device, cable, or Wi-Fi. 2. Look at the router and any KTS supplied hardware. Note the status of the display and or any status lights. 3. Check whether wired devices are also affected, not just Wi-Fi. If wired connections work, the issue may be Wi-Fi related. 4. Try a different website or service, for example a public site and an internal cloud app, to confirm whether the problem is general or specific. 5. If safe and easy to do, power cycle the KTS supplied router by switching it off at the wall, waiting 30 seconds, then turning it back on. Allow up to 5 minutes for it to reconnect. 6. Check whether a scheduled works notice has been shared with your organisation. What KTS may need from you When you contact the service desk, please have ready: - Your site address or office name - The names of the lights currently showing on the router and their colour - Whether wired, Wi-Fi, or both are affected - How many users are impacted - The time the issue started - Whether anything changed recently, for example a power cut, building works, or a new device installed When to contact the service desk Contact the service desk as soon as you have confirmed the outage is not limited to a single user, or if a power cycle has not restored service after 5 minutes. Do not keep rebooting repeatedly, as this WILL delay line diagnostics.

Residential broadband at KTS - invite only service explained

Summary KTS offers residential broadband as a limited availability, invite only service. This article explains what that means, who it is currently available to, and how it differs from our standard business broadband. Who this is for Existing KTS residential broadband customers, and households that have been invited to join the service. What invite only means Residential broadband at KTS is not offered as a standard public product. It is provided on a selective basis to specific households and locations. If you have not received an invitation from KTS, residential broadband is not something you can sign up for directly. This approach lets us maintain a consistent experience, provide direct support, and keep the service suitable for the locations and customers we work with. What residential customers can expect If you are a residential customer, you can expect: - A KTS supplied router or equivalent home hardware - Support through the KTS service desk during published hours - A clearly scoped service that is separate from our business broadband offering Support expectations for residential service are not identical to business broadband. If you want guaranteed business-grade response and resilience, business broadband is the right product. What residential broadband does not include Residential broadband does not automatically include: - Business-grade response times - Bespoke on-site engineering - Complex network design or dedicated static routing unless specifically arranged - Voice services unless separately agreed How to ask about availability If you believe you should be eligible, speak to your KTS contact or email the service desk with your postcode and the reason you are enquiring. We will confirm whether the service is available in your area. When to contact the service desk Contact the service desk if your residential broadband connection is not working, if you have received a letter or invitation and want to proceed, or if you have any billing or account query related to your home service.

Slow internet troubleshooting for office users

Summary Slow internet can have many causes, from Wi-Fi coverage to a specific app being unusually busy. This article walks you through the first checks so you can either resolve the issue yourself or give KTS the detail we need to help. Who this is for Anyone working in an office who feels their internet is slower than usual, and office managers supporting a team with speed complaints. Common causes of slow internet - Poor Wi-Fi signal or being far from an access point - Too many devices on one Wi-Fi access point - A single heavy download, backup, or video call affecting others - A specific cloud service or website being slow, not the connection itself - A circuit issue or contention on the broadband line First checks 1. Try the same task on a wired connection if possible. If it is fast on wired and slow on Wi-Fi, the issue is most likely Wi-Fi related. 2. Test a different website or service to check whether the problem is one app or general. 3. Run a speed test from a wired device close to the router. Note the download, upload, and ping. 4. Check whether other people in the office have the same experience at the same time. 5. Close apps you are not using, especially video, backup, or large file sync. 6. Restart your device if it has been running for several days. What KTS may need from you - The exact time the slowdown occurred - Whether the issue is on Wi-Fi, wired, or both - Speed test results from a wired device near the router - Which apps or sites are affected - Whether other users are also affected - Your site address or office name When to contact the service desk Contact the service desk if slow performance is affecting work, if speed tests from a wired device are well below what you would normally expect, or if the issue is recurring at specific times of day.