Kimpton Broadband Frequently Asked Questions

What is ADSL?

ADSL (Asymmetric Digital Subscriber Line) is a broadband service delivered over a BT PSTN analogue line. ADSL uses different frequencies on the line which means you can make phone calls and use the Internet at the same time.


What ADSL products are available from Kimpton Computers?

Kimpton Computers provides a range of rate adaptive ADSL packages to suit varying customer requirements. You can choose from Allowance based or our Extreme products which provide unlimited usage. Each option is available as MAX or MAX Premium. MAX Premium products give faster upload speeds than standard MAX products and extended off peak hours. In addition, Kimpton Computers also provides a range of classic non rate adaptive products in a choice of speeds ranging from 512Kbps to 2Mb. These products provide unlimited usage.


What speeds are available with ADSL?

Product     Download            Upload

Max 1       8Mbps                 448Kbps

Max 2       8Mbps                 448Kbps

MAX P      8Mbps                 832Kbps

The speed achieved depends on the quality of the line


Why is the download speed greater than the upload speed?

ADSL is Asymmetric which means it runs at different speeds for upload and download. Kimpton Computers also provide SDSL (Symmetrical Digital Subscriber Line) which provides symmetrical upload and download speeds. Contact us to find out more.


What hardware will I need?

You will require an ADSL modem or router and ADSL micro filters. You can purchase hardware from Kimpton Computers via our shop.


What is a Micro Filter?

A micro filter, sometimes referred to as a 'splitter', is an adapter that plugs into your telephone socket. The micro filter separates the ADSL signal from the voice signal. A micro filter is required for each telephone socket within the building.


When are your peak and off-peak times?

The peak and off peak times vary slightly depending on your choice of MAX1 & MAX2 or MAXP product. Max 1&2 Products Peak time is defined as 8am to 10pm Monday to Friday. Off peak is defined as 10pm to 8am Monday to Thursday and 10pm Friday to 8am Monday. MAX P Products Peak time is defined as 8am to 8pm Monday to Friday. Off peak is defined as 8pm to 8am Monday to Thursday and 8pm Friday to 8am Monday.


How do I place an order?

You can place orders easily by email or telephone. In the near future, you will be able to place your orders via this website.


What are the BT install reports (BBCR)?

This shows the information that we receive from BT regarding your order. BBCR's are received for all order activity including new provisions, modifies and ceases.


What are the BT Fault Reports?

This shows information that we receive from BT regarding faults reported relating to an ADSL account.


How long does it take for my order to be activated?

It usually takes up to 10 days for an order to be activated providing no delays occur. You will be notified by email the expected date of activation and again when the connection has been activation.


When will you advise me of my IP address details?

The IP address will be assigned when we receive confirmation from BT that your order has been accepted. This information will be emailed to you.


How will you notify me if a problem arises with the order?

If a problem or delay arises you will be contacted by email by our customer services department advising you of the nature of the problem and action required to resolve it.


What payment methods are available?

You can pay the initial installation and first month/quarter charges via PAYPAL, cheque or cash. After that all subsequent charges are payable by bank direct debit.


Does the usage allowance accumulate?

No. Your allocated allowance is per month, any bandwidth that has not been used will not roll over to the following month.


Can I move between allowance bands?

Yes, you can change the allowance band easily by just sending us an email. There is no charge for moving between allowance bands, however changes between product types may apply.


Can I move from MAX to MAX Premium and vice versa?

Yes, you can move your connection from MAX1 or MAX2 to MAXP or vice versa. A charge of £10 applies.


What is the minimum contract period?

A non-contractual service is available which is paid for on a monthly basis. Typically a minimum contract period of 1 year from the activation date applies to all other ADSL connections. We require 14 days notice of all ADSL cancellations. Short term contracts on a monthly basis are available, contact us to discuss your requirements.


How do I cease my service?

Simple email us with your request to cease your service. There is no fee for this unless you are still within your contract period. e require 14 day notice.


What is a MAC and how do I get one?

A Migration Access Code (MAC) is required in order to move an ADSL connection from one supplier to another. These are obtained by contacting the current ISP.

To request a MAC from us, simply email your request. Important Migration Information Here


What do I do if I have a technical problem?

If you are experiencing technical difficulties contact the Kimpton Computers Technical Support department on 0870 224 3494 or email adsl@kimptoncomputers.co.uk . You can also monitor the network status and forthcoming maintenance via http://oc.enta.net