• • Restart your computer

• • Restart your router

• • Use alternative ADSL filters (if possible)

• • Use an alternative router (if possible)

• Close any software on your computer that uses the connection – including games, peer-to-peer software, email programs, messenger programs and webpages

This information is normally located on the back or underside of the router. You will need this information when you configure devices to use your router wirelessly. Please note, the wireless key is case sensitive and should be entered exactly as it appears on the router.

There are many factors that determine your individual broadband speed, however the most common factors can be found below:

 

• •

Line length

• – Distance from your premises to the local BT exchange.

• •

Line quality

• – Quality can vary line to line, affecting the speed of data transfer.

• •

Interference

• – Street lighting, car navigation systems, TVs, central heating and other electrical devices, can interfere with the DSL connection causing intermittent connectivity and speed issues.

• •

Router

• – Faulty or older routers can cause slow speeds as they may not be able to maintain a stable or highest possible sync rate in accordance with the line statistics.

• •

Micro filter/internal wiring

• – Wiring between the phone socket and router, or wiring between the router and the PC/laptop can all cause slow speeds should they be faulty. By replacing each one by one can in most cases narrow the problem down or resolve it.

• •

Heavy utilisation

– If the connection is being shared by many users, this can affect the individual user speeds due to the bandwidth being shared.

You can measure the speed of your broadband using the BT Speed Tests website: www.speedtest.btwholesale.com

Please ensure you follow all the instructions on this page before clicking ‘yes’.

After you have performed a speed test, if you require technical support, please call 0333 320 4020.

We’ve prepared a handy guide called ‘How to Get the Most from your Broadband’.

It provides an explanation for multiple factors which can affect broadband speeds, such as:

• • Multiple users

• • Range

• • Location

• Interference

Plus the devices which can improve coverage in the house, and wireless security.

The fibre service needs to be installed directly to the master telephone socket in your house. It may be that this is tucked away in an inconvenient location, and if so, you can ask the BT Openreach engineer to install a “Data Extension Kit” so they can move the installation socket to somewhere more suitable.
It is worth considering this if the current position is not very centrally located, as using this option to move the router to a better location will help to achieve a more consistent wireless performance in your home. Please ask the engineer for more information during their visit.
There is no charge for this service and it is only available to customers choosing the managed install option.

When customers order fibre and select the managed install option, they are asked to provide three dates which would be convenient for an engineer to visit the property to install the fibre connection. From this, we will then advise of the exact date of the engineer visit.

If a customer subsequently requests for the installation date to be changed, BT Openreach may charge us £11 to amend the appointment, and we will pass this charge on to the customer.

We will then try and book one of the new dates with the BT Openreach engineers. Please note that appointment availability is limited based on engineer resource so in some cases we may not be able to book the appointment on a requested date. If this is the case, we will let you know which date we have managed to book, and there will be no charge for changing this date if it is not convenient for you.

As soon as you become aware that you would like to change your installation date, please call us on 0333 320 4020 to give us as much notice as possible.

Please call Customer Services on 0333 320 4020.

You will be able to retain your number if the premises that you are moving to is in the same exchange area as your current location. If you are moving out of the exchange area then unfortunately this will not be possible. We will check your telephone line to see whether your number is retainable for you when we place the order and inform you either way whether you will be able to keep your telephone number. For more information, on what to do if you are moving house please click here.

We will be happy to upgrade your service if faster services are available in your area.
Please call Customer Services on 0333 320 4020 to see what is available and if there are any plans for new services in your area soon.

Please contact TalkTalk direct on 0345 172 0059, as this email service is not supported by Fleur Telecom. When prompted, please do NOT enter your landline telephone number, but wait for an advisor.

Most sockets have now been upgraded to the NTE5 version that will have a horizontal split through the middle of the front plastic cover, with two screws on the bottom.
Remove all equipment from the socket before removing the screws from the front cover using a screwdriver. Once the screws are removed, carefully pull the front plastic cover away from the rest of the socket.
The master test socket should now be visible on the right-hand side. Plug in the phone to see if the fault remains. If the fault is still present when plugging directly into the test socket, this indicates the fault is likely to be at network level.
BEWARE: Do not remove the screws if there is no horizontal line dividing the front plastic cover. This older style socket does not have the test socket. Plug the phone directly into the socket.

If no fault is found on the Openreach network, or the fault is with your own equipment or extensions, an engineer will visit your property. Possible charges can be found in our Additional Charges information sheet.

Yes, but you will be charged for the diverted portion of any call at your standard rate.

We do have a fair usage policy, which is outlined below.

Landline calls: maximum 2,000 minutes per month to local and national numbers beginning with 01, 02 and 03. If this limit is exceeded, there will be a charge for these calls at the standard rate for non-inclusive periods.

Mobile: A breakdown of the maximum allowance for the Fleur Mobile fair usage policy is shown below.

Package Name	Minutes	Texts	Data	Minutes from Fleur Mobile to other Fleur Mobiles	Minutes to Fleur Customer Services
Fleur 300	300	300	0MB	3000	3000
Fleur 500	500	500	500MB	3000	3000
Fleur 5GB	3000	3000	5GB	3000	3000
Fleur 20GB	3000	3000	20GB	3000	3000

Learn how to view your bills online, manage your account and add usage alerts with our MyAccount guide. Please click here to view.

<p=”” style=”margin: 5px 0; padding: 0; text-align: left;”> If you ordered Fleur broadband prior to July 2016, please click here to download your guide:</p=””>

• Simplicity Broadband TG582

If you ordered Fleur broadband after July 2016, please click here to download your guide:

• •

Simplicity Broadband TG588

If you ordered Fleur broadband after July 2017, please click here to download your guide:

• •

Simplicity Broadband TG588 (from August 2017)

 

• •

Fibre TG589AC

 

• •

Fibre TG588

Please see the reverse of your router if you are unsure of the model number.

 

• •

TG588 Self-Install Router (from August 2017)

• •

TG589 V1 Self-Install Router

We’ve prepared a handy guide called ‘How to Get the Most from your Broadband’.
It provides an explanation for multiple factors which can affect broadband speeds, such as:

• • Multiple users

• • Range

• • Location

• Interference

Plus the devices which can improve coverage in the house, and wireless security.

We know how frustrating it can be to have to run out of battery on your laptop just when you need it most. That’s why we’ve created ‘A Guide to Making your Laptop Battery Last Longer’

Cybercrime is on the rise so we’ve put together some information and top tips on how to keep the scammers out: ‘Fraud Prevention and Security Guidelines’

Please contact TalkTalk direct on 0345 172 0059, as this email service is not supported by Fleur Telecom. When prompted, please do NOT enter your landline telephone number, but wait for an advisor.

TalkTalk sometimes experiences intermittent problems with its email service, so you should try accessing emails via the webmail link: https://www.talktalk.co.uk/mail/
If you use a mail client such as Outlook Express and you transferred from TalkTalk to Fleur, your login details should remain the same.

If you have signed up to a new contract with Fleur, and received a new router, you will need to change your outgoing SMTP server settings to: smtp.fleurtelecom.co.uk. If you need advice on how to do this, please call 0333 320 4020.

We believe a person’s email address should be independent from their internet service provider. As such, we do not provide an email address service and recommend any customers requiring a free email account look at signing up to either Windows Live Mail or Google Mail.

TalkTalk is moving customers away from a legacy system to the new strategic TalkTalk email platform. They are communicating this to customers using pop-up messages when they go to access their mail. The pop-up informs them that TalkTalk is planning to update their email platform, and it will provide them with a new look and feel. Customers who are migrated will be able to continue to use their mail during this period.

TalkTalk used software to indicate which email accounts were inactive for a period of one year, however, the process did not go as planned, and so some customers who do actively use their account received a notification saying that they will lose their email account, when this is not correct.

To summarise:

• Customers who use their email accounts:

• the accounts will automatically remain active because customers have logged in, so no further update is required.

• Customers who have not used their email account in one year:

TalkTalk has given these customers 30 days’ notice via email that they are disabling their mailbox due to inactivity as per their terms and conditions.

TalkTalk has given customers 30 days’ notice via email that they will be moving customers away from a legacy system to the new strategic TalkTalk email platform which will have a new look and feel. TalkTalk will reduce their mailbox size to 9GB before migrating it, as some customers have mailboxes which are currently too large to migrate.

These customers are advised to delete any unwanted emails and save any that they do want to keep onto their computer. The link to TalkTalk’s online help page explaining how to do this is: https://help2.talktalk.co.uk/how-reduce-size-your-mailbox.

With TalkTalk mail, there is a limit of:

• • 50 recipients per mail

• 100 mails/hour per IP address

This limit applies to sending emails by Webmail and Mail Client.

Therefore, you may need to split the email recipients into smaller groups and send them over a greater period of time.

If you are sending bulk emails because you are operating a business, please be advised that Fleur Telecom runs a residential consumer network which should not be used to run a business. A proper business broadband package would include guarantees and service-level agreements, which is something Fleur does not offer because we are a consumer supplier.

Please follow the instructions below.

• 1. Visit www.virginmedia.com.

• 2. Click ‘Email’ on the top right-hand side.

• 3. Click ‘Forgotten password’.

• 4. Enter your Virgin Media username and click ‘Continue’.

• 5. You will be asked to enter your security answer and date of birth. Then click ‘Continue’. If you are not able to answer the security question, you should select ‘Forgot the answer to your security question’ and answer the alternative questions instead.

• 6. You will be prompted to enter a new password and confirm it. Passwords must be 8-10 characters long and made of letters and numbers only, with no spaces. The first character must be a letter. Then press ‘Continue’.

7. A confirmation screen will be displayed, stating the password has been re-set. Click ‘Continue’ to finish.

We have been notifying customers that unfortunately, Virgin Media will be closing some email accounts on 30th June 2016. When Virgin Media customers moved to TalkTalk, TalkTalk arranged for Virgin Media to continue managing these email accounts for 12 months, even though these customers were no longer customers of Virgin Media. That time is now coming to an end.

If your email address has one of the following endings, you will need to take action as soon as possible. Once your email account is closed, you will no longer have access to your emails, contacts and calendar.

• @virginmedia.com

• @blueyonder.co.uk

• @ntlworld.com

@virgin.net

If you use your Virgin Media email address with other service providers, for example, to log into their websites, receive newsletters, pay bills, or recover your password, you will need to ensure you change the email address they have for you.

 

• • You can forward your old emails to a different email address that you have before 30th June 2016.

• You can save your emails on your computer, using an email client such as Outlook, Thunderbird, Apple Mail or Windows 10 Mail.

More information on setting up an email client for your Virgin Media email account can be found by visiting help2.talktalk.co.uk/virginsetup.

To change your correspondence email address in MyAccount

• • Please visit

fleurtelecom.co.uk/myaccount

where you should sign in, click ‘Self-Service’ and then ‘Manage Email’.

To change your e-billing email address in MyAccount

• • Please visit

fleurtelecom.co.uk/myaccount

• where you should sign in, click ‘Self-Service’ and then ‘Account Details’.

• Go down to the Billing section and press ‘Change Email Address’.

If you receive e-bills to your Virgin Media email address or pay your bills online by signing into your MyAccount using your Virgin Media email address, you will need to update your email address in MyAccount so we are able to send you your bills. If you don’t do this before 30th June 2016, you will not receive your e-bills from Fleur and you will be automatically switched to paper billing at a cost of £1.90 per month.

Yes, you are able to keep your existing number. To do this, you should telephone your existing mobile SIM card provider and ask for a PAC. Then call 0333 320 4020 with this PAC and your number will be transferred. PACs are valid for 30 days upon receipt.

We do have a fair usage policy, which is outlined below.

Landline calls: maximum 2,000 minutes per month to local and national numbers beginning with 01, 02 and 03. If this limit is exceeded, there will be a charge for these calls at the standard rate for non-inclusive periods.

Mobile: A breakdown of the maximum allowance for the Fleur Mobile fair usage policy is shown below.

Package Name	Minutes	Texts	Data	Minutes from Fleur Mobile to other Fleur Mobiles	Minutes to Fleur Customer Services
Fleur 300	300	300	0MB	3000	3000
Fleur 500	500	500	500MB	3000	3000
Fleur 5GB	3000	3000	5GB	3000	3000
Fleur 20GB	3000	3000	20GB	3000	3000

We recommend following the steps below. If you need help, please call us on 0333 320 4020.

• 1. Sign in to your Fleur MyAccount by visiting fleurtelecom.co.uk.

• 2. Select ‘My Bill’ then ‘Analyse’.

• 3. Leave the option in the dropdown menu as ‘Unbilled’ and select CSV to open the usage in Excel.

• 4. When the file has opened, go to the end of the data column I, Call Duration, and select AutoSum. Press enter to automatically show your total calls for this month.

• 5. Dividing this number by 60 will show the amount used so far.

6. To calculate your remaining allowance, minus this figure from the relevant row in the fair usage policy table below.

Package Name	Minutes	Texts	Data	Minutes from Fleur Mobile to other Fleur Mobiles	Minutes to Fleur Customer Services
Fleur 300	300	300	0MB	3000	3000
Fleur 500	500	500	500MB	3000	3000
Fleur 5GB	3000	3000	5GB	3000	3000
Fleur 20GB	3000	3000	20GB	3000	3000

For our guide to the correct disposal of your old Electronic Equipment, please see our page here, www.fleurtelecom.co.uk/disposing-of-your-old-electronic-equipment/