Support Boundaries
Welcome to the Karoo Support Base
The aim of the Karoo Support Base is to provide you with a comprehensive guide to what the Karoo Technical Helpdesk can and can not support with any given product or service.
Each section will provide some guidelines and advice about our usual technical support processes.
This document indicates what we do support with a 
and what we do not support
with an 
To get guidance on a support topic click on the alphabetical list above.
CONTACT INFORMATION
If you require further assistance please see below for the relevant contact details:
For technical support for:
| Karoo broadband call | 01482 606101 |
| Karoo broadband starter call | 0870 129 8600 |
| Karoo dial-up call | 0870 122 6789 |
| Karoo Pay As You Go call | 0906 708 3002 (Calls cost 50p per minute) |
| Email: | help@karoo.co.uk |
| Web: | www.karoo.co.uk/helpandsupport/
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Lines open Monday to Friday 8am – 9pm, Saturday 9am – 5pm, Sunday and Bank Holidays 10am – 6pm.
Closed Christmas Day, Boxing Day and New Years Day.
For queries about your account:
Call Karoo Customer Services on 01482 602444
Email: customerservices@karoo.co.uk
Lines open Monday to Friday 8am – 8pm, Saturday 9am – 5pm.
To make a complaint:
We continuously make improvements to our services as a result of valuable feedback from our customers. If something has not met your expectations, we want to know straight away.
To make a complaint or send us feedback please email custrel@kcom.com
For up to date network information 24 hours per day:
Call our network hotline on 01482 602197
| Anti-Spam | |||
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All customers automatically receive a free anti-spam filter provided by Ironport when they sign up for Karoo broadband. Ironport provides an extremely effective service, stopping approximately 97.9% of all spam email received by the Karoo email servers. To find out more about the service provided by Ironport click here http://www.senderbase.org.
(If you think legitimate emails are not getting through to your inbox, the Karoo Technical Helpdesk can check to see if the emails are caught in your email quarantine area) We are only able to support the anti-spam software we provide. If you are experiencing problems with third party software, contact the vendor or manufacturer for support. | ||
| Apple Mac (Wired and Wireless) | |||
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The Karoo Technical Helpdesk can advise you on how to set up your internet related telephony equipment and computer cables (e.g. microfilters and modems). However we can only advise you on how to set-up equipment provided by Kingston Communications.
We are unable to support problems with your ADSL connection past the main telephone point, such as problems with extension leads, sockets etc.
The Karoo Technical Helpdesk are trained to support all of the hardware supplied by Kingston Communications. It is not possible for us to maintain the required level of expertise in order to support every item available in the marketplace.
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| Apple Operating Systems (In-Life) | |||
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The Karoo Technical Helpdesk can offer support for all in-life Macintosh operating systems (OS 9 and above).
Please note: Intel Mac’s are not supported by Thompson Speedtouch, therefore the 330 model will not work on these systems. If you have purchased a Mac with an Intel chipset then you will need a router for the service to work.
Apple do not fully support out of life Macintosh operating systems
Karoo are unable to support an operating system that the vendor or manufacturer does not support themselves, as there is a lack of software support.
Customers can contact the operating system manufacturer if they require further information.
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| Anti-Spyware | |||
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The Karoo Technical Helpdesk are able to offer basic advice about Anti-Spyware and its benefits. For further help, we recommend contacting the vendor of the software.
The Karoo Technical Helpdesk are unable to support Anti-Spyware products as these have not been produced and tested by ourselves. Customers should be advised to contact the vendor or manufacturer for support.
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| Anti-Virus | |||
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The Karoo Technical Helpdesk are able to offer basic advice about Anti-Virus protection and its benefits. For further help, we recommend that the contacting the vendor of the software.
The Karoo Technical Helpdesk are unable to support Anti-Virus protection as it has not been produced or tested specifically for Karoo. We are unable to help with installation, removal or configuration of Anti-Virus software.
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| DHCP | |||
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The Karoo Technical Helpdesk are able to offer support on TCP/IP feature. This support is limited to ensuring that Karoo supplied routers are:
Assigning IP addresses via DHCP to the customers PC / MAC
The PC / MAC are set to ‘assign IP address automatically'
The Karoo Technical Helpdesk are unable to support internal networks. Please contact a PC engineer for further support.
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| Dial-Up Modems (Hardware) | |||
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Dial-Up Modems will work on the Karoo Network.
The Karoo Technical Helpdesk cannot offer assistance with Dial-Up Modems as the hardware is not supplied by Kingston Communications.
It is extremely difficult to diagnose hardware faults over the phone, products need to be professionally tested. For further assistance and support with dial up modems please contact the manufacturers technical support or the retailer who sold the product.
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| Disabled Accounts | |||
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The Karoo Technical Helpdesk are able confirm and advise why the account has been disabled. They can only speak to the account holder regarding this matter.
The Karoo Technical Helpdesk staff will explain the offence and the reason why the account has been disabled, and advise the correct procedure to have account re-enabled.
If the service has been ceased due to a billing issue Technical Support cannot offer assistance, customers will have to contact | ||
| Entourage | |||
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The Karoo Technical Helpdesk are able to advise on the following areas of the Apple Mac Entourage package (This is a Mac only package)
Setting up of any email accounts.
Checking incoming and outgoing mail servers.
Removing and re-creating the accounts.
The update to Outlook Express for the MAC from Microsoft.
The Karoo Technical Helpdesk are unable to offer support for any of the identities within Microsoft Entourage. If you do require separate identities within the Entourage mail program, please refer to the support document on the Microsoft website within the program or contact Microsoft directly.
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| Email - Mobile | |||
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Mobile emails will work on the Karoo network and the Karoo Technical Helpdesk can give the required settings needed to make it function with the Karoo POP server.
The Karoo Technical Helpdesk cannot offer assistance for setting up mobile devices for email as there is no industry standard software for doing this.
Sending an email is not possible via the Karoo mail server when using a mobile network.
For further assistance with setting up your mobile device for email please contact either the manufacturer of your device or your mobile network supplier.
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| Firefox | |||
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The Karoo Technical Helpdesk are able to advise on the following areas:
Checking proxy settings (disable)
Deleting - cookies, temporary files, history and other cached items
Resetting security levels to a default state
Ensuring that the correct connection is being used
The Karoo Technical Helpdesk can only offer support to ensure that browse to web-pages is possible. Any additional help such as installing plug-ins, arranging of favourites or bookmarks, setting up content advisor, privacy and security settings is beyond the Karoo Technical Helpdesk support and moving into software support.
This information can be found from the help pages within the browser program or from the browser companies main website.
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| Firewalls - Hardware | |||
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Firewall hardware will work on the Karoo Network.
Kingston Communications supply hardware firewalls with technical support for business customers only. The Karoo Technical Helpdesk cannot offer assistance for hardware not supplied by Kingston Communications.
For further assistance and support with firewalls hardware, please contact the manufacturers of the product.
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| Firewalls - Software | |||
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Firewall software will work on the Karoo network.
The Karoo Technical Helpdesk do not offer support on Firewall software due to the complex nature of the product and the possible impact to the PC, should settings be incorrectly configured.
For further assistance and support with firewalls software, please contact the manufacturers of the product.
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| FTP Software | |||
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FTP software will work on the Karoo network.
The Karoo Technical Helpdesk cannot offer assistance for software that is not supplied or developed by Kingston Communications. We will however be able to give the required FTP settings which should be enough to make any FTP software function with Karoo.
For further assistance with FTP software please contact the software developers for support.
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| Games | |||
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Games will work on the Karoo network.
The Karoo Technical Helpdesk only support the Karoo ISP connectivity issues and do not have expertise in specific games programmes. Therefore we are unable to provide assistance.
For further assistance with games software please contact the software developers for support.
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| Games Consoles | |||
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Games consoles will work on the Karoo network.
The Karoo Technical Helpdesk will not supply support for these products as they are not a product supplied by Kingston Communications.
If you are experiencing problems with your games console you will need to contact the consoles manufacturer for support (Microsoft, Nintendo, Sony, etc.)
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| HTML | |||
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HTML can be used on the Karoo service.
The Karoo Technical Helpdesk does not offer any assistance on designing web pages in HTML or any other programming language. This is not an ISP provision issue and requires specialist skills in the applicable programming languages.
There are various online websites and books available that provide help with HTML and other programming languages.
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| Incredimail | |||
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The Karoo Technical Helpdesk are able to advise on the following areas:
Setting up of any email accounts.
Checking incoming and outgoing mail servers.
Removing and re-creating the accounts.
The Karoo Technical Helpdesk can only advise on how to set up and create mail accounts. For any additional help, please use the in built help section that will answer most other queries.
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| Internet Explorer | |||
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The Karoo Technical Helpdesk are able to advise on the following areas:
Checking Proxy settings (disable)
Deleting cookies, temporary files, history and other cached items
Reset security levels to a default state
Ensuring that the correct connection is being used.
The Karoo Technical Helpdesk can only offer support to ensure that the customer can browse to web-pages.
Any additional help such as installing plug-ins, arranging of favourites or bookmarks, setting up content advisor, privacy and security settings is beyond Karoo support and moving into software support. For further assistance visit browser company’s main website.
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| Instant Messaging (MSN, ICQ, Yahoo! Messenger, etc) | |||
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Instant messaging can be used on the Karoo service.
The Karoo Technical Helpdesk do not offer any support on messenger services as the software has not been produced by Kingston Communications.
Most instant messaging services have their own dedicated technical support teams to deal with any issues you may be having. Their contact details can be found on the relevant provider’s website.
Internet Connection Sharing
Internet connection sharing messaging can be used on the Karoo service.
Due to the complexity of setting this service up and changing system details, the Karoo Technical Helpdesk are unable to offer any support.
Help and guidance in setting up Internet connection sharing or troubleshooting any problems, can be found on various online websites.
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| IDS (Intrusion Detection Services) | |||
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Intrusion Detection Services can be used on the Karoo service.
The Karoo Technical Helpdesk do not offer any support on these Intrusion Detection Services as they have not been produced by Kingston Communications.
Full support for this should be offered by the company providing the service.
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| Linux | |||
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Linux can be used on the Karoo service.
The Karoo Technical Helpdesk cannot offer assistance as the software is open source and has no official standard or support. None of the equipment or CD’s supplied by KC officially supports Linux.
For further assistance and support with Linux please refer to the web support on http://www.linux.org/
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| Legacy KC Modems (e.g. Fujitsu) | |||
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The drivers needed for Legacy KC modems to operate could be out of date and may not work correctly with the current range of products that Karoo offer.
These devices are not supported by the Karoo Technical Helpdesk as the manufacturer no longer supplies them.
The manufacturer may still offer support on the device, however, to ensure you get the most from your service we would advise that you purchase an up to date device.
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| MAC-Mail | |||
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The Karoo Technical Helpdesk are able to advise on the following areas:
Setting up of any email accounts.
Checking incoming and outgoing mail servers.
Removing and re-creating accounts.
The Karoo Technical Helpdesk can only advise on how to set up and create mail accounts. For any additional help, please use the in built in help section that will answer most other queries.
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| Microsoft Operating Systems (In-Life) | |||
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The Karoo Technical Helpdesk can only offer support for Microsoft products that are within their Microsoft lifecycle. To find out if a Microsoft product is still being supported please visit the following link: http://www.microsoft.com/windows/support/endofsupport.mspx
Support on this product is limited to the components required for a basic internet connection. For all other features, the customer should seek help from either Microsoft or a Microsoft engineer.
We are unable to support an operating system that the manufacturers don’t support. Customers should contact the operating system manufacturer if they require further information.
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| Modems and Routers (KC Supplied) | |||
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The Karoo Technical Helpdesk are able to advise on the following areas:
The configuration of devices to connect to our network, (authenticate and prove an IP address is obtained)
The configuration of the Wireless Network to ensure it is secure including changing the SSID, Security passphrase/method and channel
Reset of the equipment to factory defaults
Advice on the best practice with regards to microfilters and wiring within the home and if applicable the following advice can be offered for wireless products
Advice on what can interfere with wireless connectivity (cordless phones, other wireless routers on the same or close channel, thick walls, foil/metallic backed insulation, distance and possibly Bluetooth devices and microwave ovens)
The Karoo Technical Helpdesk are unable to support the configuration of firewall setting and/or port forwarding rules. This is due to the security risks to the customers PC and/or other IT equipment. For advice and help on these functions, refer to the manual or visit the vendors website.
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| Miscellaneous Browsers | |||
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Most common browsers can be used on the Karoo service.
The Karoo Technical Helpdesk can offer assistance on the popular industry standard browsers, however, due to the large variety of software available for browsing, it is not possible for us to maintain the required level of expertise in order to support them.
For further assistance with other browsers not supported, contact the relevant software developers support.
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| Microsoft Outlook | |||
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The Karoo Technical Helpdesk are able to advise on the following areas:
Setting up of any email accounts.
Checking incoming and outgoing mail servers.
Removing and re-creating the accounts.
Setting server timeout on receiving mail
The Karoo Technical Helpdesk are unable to offer support for any of the identities within Microsoft Outlook. If you do require separate identities within the Outlook mail program, please refer to the support documentation within the program, the support document on the Microsoft website or contact Microsoft directly on 0870 60 10 100.
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| Microsoft Outlook Express | |||
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The Karoo Technical Helpdesk are able to advise on the following areas:
Setting up of any email accounts.
Checking incoming and outgoing mail servers.
Removing and re-creating the accounts.
Setting server timeout on receiving mail
The Karoo Technical Helpdesk are unable to offer support for any of the identities within Microsoft Outlook Express. If you do require separate identities within the Outlook Express mail program, please refer to the support documentation within the program, the support document on the Microsoft website or contact Microsoft directly on 0870 60 10 100.
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| Netgear WG111v2 USB wireless dongle (KC Supplied) | |||
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Help with the installation of the dongle. Advise to use Windows to configure the device rather than use the Netgear software as it is easier to use.
The Karoo Technical Helpdesk are unable to offer full support for the wireless network on Netgear WG111 adapters. For additional help on this, for repeated wireless connectivity problems, please refer to the support pages on the Netgear website or alternatively, you can contact Netgear directly on 0870 1121 206.
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| NNTP | |||
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The Karoo Technical Helpdesk are able to provide the newsgroup setting for the Karoo server. We will also investigate any problems relating to our newsgroup server (usenet.karoo.co.uk).
Please remember: quote any error messages that you might get when reporting a fault.
We are unable to give out third party news server settings or support as these are not maintained by Karoo. Please contact your server provider.
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| News readers / NNTP | |||
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News readers will work on the Karoo Network and we will assist setting up news servers in the supported email software.
The Karoo Technical Helpdesk cannot offer assistance for software that is not supplied or tested by Kingston Communications. Dedicated news reader software will function with the Karoo news servers.
For further assistance and support with News Readers please contact the software developers.
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| Netgear DG834G Routers (KC Supplied) | |||
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The Karoo Technical Helpdesk are able to advise on the following areas:
Configure Internet Explorer for use with Netgear router
Ensure LAN connection is enabled and configured correctly
Configure router with Kingston settings and advise how to secure wireless network
The Karoo Technical Helpdesk are unable to offer full support for the wireless network on your Netgear router. For additional help on this, please refer to the support pages on the Netgear website or alternatively, you can contact Netgear directly.
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| Networking | |||
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The Karoo Technical Helpdesk are able to advise on the following areas:
Configuration of KC provided hardware on one PC/laptop
Assist in securing wireless network and give advice on how to connect wirelessly
The connection of additional PC's/laptops to a KC supplied router
The Karoo Technical Helpdesk are unable to provide support with the configuration of any non-KC provided hardware, including routers, wireless adaptors, printers, games consoles.
For any support with your non Kingston Communications modem/router you should contact the supplier or manufacturer of the device, who can offer expert advice.
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| On Demand Content | |
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The Karoo Technical Helpdesk are unable to support ‘On Demand’ content such as 4OD or the BBC iPlayer. The content and the software used to view it has not been developed, tested or distributed by Karoo.
Customers should contact the content provider for technical support.
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Online Billing
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| The Karoo Technical Helpdesk cannot support the online billing facility. For assistance contact Customer Services via phone on 01482 602555. | |
| PC (Wired and Wireless) | |||
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The Karoo Technical Helpdesk will advise on how to set up internet related telephony equipment and computer cables such as microfilters and modems provided by Karoo.
Karoo guarantees that the service will work at the main telephone point in the premises (Normally located downstairs at the front of the house).
We are happy to help setting up our own equipment. We will also provide settings for third party hardware. For any assistance or help regarding non-KC products, we suggest contacting the vendor or the manufacturer of the device for full support.
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| Peer to Peer (P2P) | |||
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P2P can be used on the Karoo service.
The Karoo Technical Helpdesk cannot offer assistance as Kingston Communications do not produce or support any P2P software. For further assistance with P2P software, contact the software vendor.
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| Port Forwarding (Residential) | |||
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Port forwarding can be used on the Karoo service. For customers with Xbox Live and Zyxel routers, an option in the advance settings needs to be checked to enable support.
The default ports on all Kingston Communications equipment should meet all the needs of residential customers.
For further assistance and support with port forwarding, contact the router manufacturers technical support helpline or online support.
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| Printers - wireless | |
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The Karoo Technical Helpdesk cannot offer assistance regarding printers as they have not been produced or tested by ourselves. For further assistance we advise you to contact the vendor of the printer. |
| Routers (KC Supplied) | |||
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The Karoo Technical Helpdesk are able to advise on the following areas:
The configuration of the device to connect to our Network (authenticate and prove an IP address is obtained).
The configuration of the Wireless Network to ensure it is secure including changing the SSID, Security passphrase/method and channel.
Reset of the equipment to factory defaults and to re-do the above
Advice on the best practice with regards to microfilters and wiring within the home and if applicable the following advice can be offered for wireless products:
Advice on what can interfere with wireless connectivity (cordless phones, other wireless routers on the same or close channel, thick walls, foil/metallic backed insulation, distance and possibly Bluetooth devices and microwave ovens)
The Karoo Technical Helpdesk are unable to support the configuration of firewall setting and/or port forwarding rules. This is due to the security risks to the customers PC and/or other IT equipment. For advice and help on these functions, refer to the manual or to the vendors’ website.
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| Routers (Non-KC Supplied) | |||
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The Karoo Technical Helpdesk are able provide customers with the settings required during the setup process in order to configure them to work on the Karoo network.
The Karoo Technical Helpdesk have specialist training to ensure that we can support all modems supplied by Kingston Communications. Due to the wide variety modems and routers available, it is not possible for us to maintain the required level of expertise in order to support them.
For any support with your modem/router you should contact the supplier or manufacturer of the device who can offer expert advice.
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| Safari | |||
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The Karoo Technical Helpdesk are able to advise on the following areas:
Checking Proxy settings (disable)
Deleting cookies, temp files, history and other cached items
Reset of security levels to a default state,
Ensuring that the correct connection is being used.
The Karoo Technical Helpdesk can only offer support to ensure that the customer can browse to web-pages. Any additional help such as
installing plug-ins
arranging of favourites or bookmark
setting up content advisor
privacy and security settings is beyond Internet support and moving into software support which can be found from the help pages within the browser program or from the browser companies main website.
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| Static IP Addressing | |||
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Static IP addressing will work on the Karoo Network.
If you have requested a static IP address from Karoo, this will be assigned to your modem/router automatically and you should not need to enter the address in your settings.
Once an IP has been assigned, it is the customers own responsibility to configure their own network equipment, the Karoo Technical Helpdesk cannot offer assistance.
For further assistance and support with Static IP Addressing, please contact your networks IT support.
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| Speedtouch USB330 Modem (KC Supplied) | |||
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The Karoo Technical Helpdesk will assist in the installation of the Speedtouch 330 on in-life operating systems. This modem will not work on Intel-based versions of Mac.
The Karoo Technical Helpdesk are unable to offer any support for the Dr Speedtouch software as it is not vital to the operation of the modem.
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| Speedtouch (510/530, 536/546) Routers (KC Supplied) | |||
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The Karoo Technical Helpdesk are able to advise on the following areas:
Setting up and configuring the router on one machine.
Help with installing USB drivers where required.
The Karoo Technical Helpdesk are unable to help with any port forwarding rules on the Speedtouch router due to the complexities, individual requirements and possibility of leaving both the user and Karoo, vulnerable to virus attacks.
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| TCP/IP | |||
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The Karoo Technical Helpdesk will advise on how TCP/IP settings should be set. In the majority of Karoo cases the settings should be:
Obtain an IP address automatically
Obtain DNS server address automatically
TCP/IP is a communication tool of the customer’s operating system. We are unable to support corrupt/damaged TCP/IP. Please contact a local PC engineer for help/advice to restore.
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| Thunderbird | |||
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The Karoo Technical Helpdesk are able to advise on the following areas:
Setting up of any email accounts.
Checking incoming and outgoing mail servers.
Removing and re-creating the accounts.
Setting server timeout on receiving mail.
The Karoo Technical Helpdesk can only advise on how to set up and create mail accounts. For any additional help, please use the in built help section that will take you to the Thunderbird support website.
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| Voice Over IP Hardware | |||
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Voice Over IP Hardware will work on the Karoo Network.
The Karoo Technical Helpdesk cannot offer any support on these devices as they have not been produced or tested by ourselves.
For any assistance or help regarding this product we suggest contacting the vendor or the manufacturer of the device for full support.
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| Voice Over IP Protocol (VOIP) | |||
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Voice Over IP Protocol (VOIP) will work on the Karoo network.
As VOIP software has not been produced by Kingston Communications we are unable to offer support.
We recommend seeking help and advice from the vendor or manufacturer of the device being used as they should be able to offer full support.
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| VPN | |||
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VPN will work on the Karoo network.
In the instance that Kingston Communications provided the VPN and there is an issue with the service, all problems will be dealt with by the Business Technical Support team.
If Kingston Communications did not provide the VPN service, the Technical Support will be unable to offer any assistance.
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| Webspace (Karoo) | |||
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The Karoo Technical Helpdesk will support the use of the Karoo supplied webspace (e.g. how to upload files, the correct format of the main page and how much webspace is left for a customer).
The Karoo Technical Helpdesk are unable to help with the scripting, writing and display of the website produced. This requires specialist skills and customers will need to seek expert advice.
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| Wi-Fi | |||
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The Karoo Technical Helpdesk are able to support the installation of any wireless enabled devices supplied by Karoo. Our support engineers will also advise of the correct security method to use when customers decide to go wireless.
The Karoo Technical Helpdesk are unable to support the connection of non-Karoo supplied equipment when going wireless (e.g. Laptops, PDA, Consoles.) Customers are advised to refer to the manual of the device that is to go wireless. If this provides little or no help then we would advise that customers speak to their vendor.
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| Webcam | |||
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Webcams will work on the Karoo Network.
The Karoo Technical Helpdesk cannot offer assistance as the software and hardware has not been developed and supplied by ourselves. Due to the large variety of webcams available on the market, it is not possible for us to maintain a level of expertise in order to support them.
For further assistance and support with the webcam please contact either the product supplier or manufacturer.
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| ZyXEL Routers (KC Supplied) | |||
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The Karoo Technical Helpdesk can assist with:
The setup and configuration of the router on one machine
Advising customers how the router gives live support to the X-BOX
The Karoo Technical Helpdesk are unable to assist with any port forwarding rules on the ZyXEL router due to the complexities, individual requirements and possibility of leaving both the user and Karoo, vulnerable to virus attacks.
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