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Technical Difficulties
Internet faults
Before you log a fault, check the PC/laptop cables are properly plugged into the socket.
Try using another PC/laptop cable and check whether you can get through to your student call service using a telephone handset.
If you are having difficulties accessing web pages please check the difficulties accessing web pages area.
If you are still having any technical difficulties please contact the Technical Helpdesk on email internet-support@kcom.com or call 01482 300040 and select one of the following options:
- For internet faults
- For telephone faults
- For any other service enquiries
If you’ve lost your username or room phone number please contact your local Clubeasy Office to get this information before ringing Kingston Communications as the helpdesk will be unable to assist you without this information.
Telephone faults
Before you log a fault, please check the telephone is plugged in or try plugging another handset into the socket as the handset or cable may be faulty. Finally check that you have enough credit.
Examples of potential issues:
- No dial tone
- You cannot gain access to Student Call
- You cannot receive incoming calls
If you are still having any technical difficulties please contact the Customer Care team on 01482 300040 and select option 2.
Reporting faults at a glance
| Problem | Required | Opening Hours |
| Internet access faults | Your room phone number and username (can be found on your Zyxel router) | 08:00 - 22:00 Monday to Friday, 09:00 - 19:00 Saturday, 10:00 - 18:00 Sunday & Bank Holidays |
| Telephone faults | Your room phone number | 24 hours a day, 7 days a week |
| Other issues, e.g. forgetting your PIN or topping up credit | Your room phone number | 08:00 - 20:00 Monday to Friday 08:00 - 17:00 Saturday |
Please note: If a Kingston Communications engineer is required to attend in response to a line fault, Clubeasy reserves the right to recharge you in the event that the fault is due to equipment failure, equipment mis–confi guration or user error. For security reasons please note that you will be automatically disconnected from the internet after 72 hours continual use, however you are able to reconnect immediately. Calls charged at 3p/minute if dialling from your Clubeasy line. Prices correct at the time of printing but are subject to change, refer to the pricing section for the latest call charges.
