KeySurf broadband

What is KeySurf?

KeySurf is the broadband service provided by Keycom plc. It provides a high-quality service directly to your room and is included in your room rent.

What is KeyView?

KeyView is an IPTV (Internet Protocol Television) service provided by Keycom plc. It provides Windows users the ability to watch digital terrestrial television channels using their computer, without installing any new hardware, using an aerial or having to own a television set. Users will need to be using Windows 2000 or higher and have a TV license. A Mac compatible version is currently in development.

What is KeyConnect?

KeyConnect is a wireless roaming access point service provided by Keycom plc. It is accessible from over 10,000 hotspots across the UK. Wherever there is a The Cloud hotspot, you can use the KeyConnect service.

Who is Keycom?

Keycom design, develop, install and deliver communications solutions and services for education, key-worker and multi-tenant markets in the UK.

How do I register to use the service?

Follow the set up instructions on the literature provided; sign up uses a fairly straightforward registration system.

I've forgotten my sign in username and/or password, can you help?

Once again, give Customer Support a call and they can try and recover your details.

I've connected my computer, but I don't see the sign in page, what's going on?

There's a high probability of your computer not being set up to automatically ask our equipment for an IP address. If you're a Windows user, search your help files for "Configure TCP/IP for automatic addressing" and Mac users should search for "Getting IP address DHCP server". Follow the instructions to make sure your computer is set up to get an IP address automatically. If that doesn't work, call Customer Support and they'll try to put you right.

Is the service really unlimited?

Yes, you can download and upload as much as you like, although we do ask that you try not to impact the service for other people. Take a look at our AUP to see what we mean.

How do I cancel the service?

If you're using the base product for your room rent, then you don't need to cancel. If you have upgraded and are paying monthly, then you'll need to contact customer support and they can advise you on cancellations.

Do I need antivirus software and where can i get it?

In order to use the service, you will need anti-virus software which is continually updated. This keeps everyone on the network safe and prevents malicious activity from harming the quality of the connection. Basic anti-virus software can be downloaded for free from some providers and more advanced cover can be purchased from many retail locations.

Why do I have to log in all the time?

Your account will be logged out after a long period of inactivity. This is a security measure to prevent other people from abusing your account.

Can I use my Xbox 360, PLAYSTATION 3 or Wii games console on the service?

PLAYSTATION 3 and Wii owners can use their consoles on the service by signing in from the console's web browser. Xbox 360 cannot currently be supported because the console does not have a web browser.

Can I connect a router, switch or wireless access point to the service?

Sadly not. Use of these devices on the network can cause many problems and headaches for other users in the building. Any user found to be using these devices on the service may be disconnected.

Do you have an Acceptable Use Policy?

Yes we do! Take a look here.

Can I use peer-to-peer services such as Bittorrent?

In limited circumstances, we appreciate the importance of peer-to-peer distribution. However, use of these services is of fairly limited use outside of illegal file sharing, and where it is used for legal means, there is usually a direct download method that doesn't use peer-to-peer. We greatly discourage the use of peer-to-peer services to prevent the degradation of service for other users.

Can I use BBC iPlayer or similar services?

Keycom have a direct link to the BBC's own network infrastructure to help boost the quality of popular services like iPlayer. Other services like the ITV player and 4oD also benefit from our strong network and you are more than welcome to use them.

The user guide says I need an RJ45 cable. What is it and where can I get one?

An RJ45 cable is a standard ethernet or network cable. They can be purchased from some of the residence receptions (Mary Gee, Nixon Court, Gilbert Murray Stamford, John Foster & Beaumont) or from most computer or office supplies stores.

I'm finding the service slower than normal, what's going on?

Slow speeds can be caused by many things. Most commonly, the problem comes down to popularity. You'll find that slow down often happens at roughly the same time of day and affects the most popular sites. The problem is usually temporary and requires no intervention on your part. If you're encountering slowness at all times, try checking with some of the other people in your building to see if it's just you. Give us a call if it doesn't seem to go away and we'll see if there's something we can do to help.

I have more than one computer, can I use both on the service at the same time?

No. Our policy is one account per person at a time.

How do I upgrade?

You can upgrade during the initial registration process or give customer support a call and they can help you upgrade your service after you've signed up.

Which credit and debit cards do you take for upgrades?

We take any card that is Visa, Visa Debit, Mastercard, Maestro, Switch or Solo. Users of overseas cards should be fine as long as they display one of the above marks. You may want to check with your bank to make sure if you're not certain.

My card details were declined during the online upgrade, what should I do?

If you're having problems, call Customer Support and they can try to help.

Can I upgrade using Direct Debit?

No, to make things simpler, we only take credit and debit cards.

Can I upgrade using cash?

As with Direct Debit, we only take credit and debit cards.

My computer has problems that aren't Internet related, can you help?

Unfortunately not, we only provide you with help relating to our services. If you're in general need of help, contact your computer's manufacturer or a local computer store.

Masterpoint telephone service

How do I make external calls?

There are two different options for making external calls. Either purchase a £10 phone card from the reception/office on your site or set up an account online atwww.ringring.me.uk using a credit or debit card. This will enable you to view your call history and sign up for discounted rates.

My phone does not work, what should I do?

Ensure the telephone is properly plugged into the left hand (odd numbered) socket. Is the telephone handset replaced properly? Is the ringer switch set to the 'ON' position? If you're still having problems, call Customer Support.

Why should I use a Masterpoint calling card?

You can only use Masterpoint Calling Cards or accounts on the room phone. The calling cards are cheaper than your mobile and payphones to the majority of destinations. If you think a particular destination is not competitive then let us know.

Can I ring people in other rooms?

To make a free, on site, internal call, dial the 4 digit extension number. This is the last 4 digits of your phone number. Calls to any other site using the 0870 xxx xxxx number will be charged at 1p when using a Masterpoint account or phone card.

Can I use my phone card more than once?

You can continue to use the card until the credit is gone.

How much do calls cost?

Call costs can be found the leaflet provided when you first arrived or from www.uolhelp.co.uk—CallCharges.aspx.

Where can I buy phone cards?

Phone cards can be purchased from the Residential Office and the bars on site.

Why are 0800 calls charged at 50p a call?

As the standard service doesn't have any installation or rental costs, we therefore have a connection charge on 0800 calls.

If I don't know my phone number, how can I find it?

Your phone socket should have a number on it starting with 0870, this is your number. If there is no number please see this page or call *6.

My card has run out of credit. Can I top it up?

No. Once a calling card has run out, you will have to buy another one from your residential office. If you would prefer to pay using credit or debit card, you can open an account via www.ringring.me.uk.

Can I see what calls I have made?

Only if you have opened an account at www.ringring.me.uk.

How do I retrieve my voicemail?

If you pick up your handset and hear a 'broken' dial tone you have a message waiting. To retrieve your voicemail messages dial 2580.

Can I turn off my voicemail?

Voicemail is activated on all phones by default and cannot be switched off.

Can I change my voicemail?

Sadly not, the voicemail system uses a standard greeting across all phones.

Why is my red light on?

Don't worry about the red light, it has no use on this system and has no meaning.

How do I know when I have a voice message?

When you pick up the handset on your phone, you will hear a 'broken' dial tone if you have messages. To listen to the message dial 2580.