Kingston Technology Network Router KAROO User Manual

User guide  
How to get started, solve problems, and start surꢀng  
 
Getting started  
Welcome to Karoo!  
You will be receiving your router shortly. This will come with a Quick Start  
guide, which will tell you how to install it. Just follow the instructions on the  
guide, entering your username and password (confirmed on your welcome  
letter) where prompted.  
You will then be taken to our online configuration page which will set up your  
Karoo account and email settings automatically. Once this is done, simply  
reboot your router when instructed and you are ready to go online!  
Personalising your account  
Your username  
When you first signed up for Karoo Broadband, you will have been asked to  
choose both a username and a password. So, for example, Paul Smith may  
have chosen a username of paul72, and a password of broadband. These  
details will also have been confirmed in your welcome letter.  
Fill in your username and password in the boxes below – you will need them  
to access the internet.  
Enter your username here  
Enter your username here  
Enter your password here  
Enter your password here  
Your internet login  
Using the information above, your internet login should look something like  
this: paul72@karoo  
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How to get the most out of your service  
Signing up to Karoo Broadband is not simply about getting online. We  
want you to experience everything the internet has to offer, so in this  
section we explain how to achieve the best possible performance.  
How to… Get the best speed possible  
Karoo Broadband offers our fastest speeds ever – up to 8Mbps. You won’t  
always be able to surf this fast, but there are things you can do to make sure  
you always get the fastest possible speed that your line can reliably support.  
Understanding your broadband speed  
Karoo broadband will give you the fastest possible speed on your line and this  
will vary from home to home. This is because the speed of your connection  
can be affected by several factors. For example:  
How far you are from the local telephone exchange – the further away,  
the weaker the signal.  
The wiring inside your home – poor quality wiring will affect your speed.  
The type of activity you are performing – basic websites can be seen  
easily, but your experience of downloading files or viewing content-rich  
websites can depend on how that particular website performs.  
The time of day you use the internet – most people go online between  
6pm and midnight, or at the weekend. More traffic means slower speeds.  
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KAROO TECHNICAL HELP DESK 01482 606 101  
 
Tips for top speeds  
Tip 1: Use your main phone socket  
Wherever possible, use your main  
telephone socket to connect to your  
broadband service.  
Tip 2: Check your micro-filters  
Micro-filters should be fitted to all  
your home telephone extensions e.g. your TV set-top box, cordless  
telephone base stations, dial-up security alarms, analogue modems, or  
fax machines. Check they are working correctly.  
Tip 3: Extension leads and wiring  
Some extension leads (e.g. long telephone cables) can cause  
disconnections and slow speeds. We strongly recommend that if  
you need to use an extension, it should be a broadband specific  
extension lead such as the RJ11. However, for optimum service it is not  
recommended to run any more than 2 metres of cabling, as although  
you may still be able to use your service over extension cables, the  
performance is often severely degraded.  
Tip 4: Check your router  
To avoid disconnections, check the manufacturers website of your  
modem/router for any software updates (which are usually free to  
download).  
Ethernet-based routers provide an ‘always on’ connection, and usually  
automatically reconnect after a service interruption. They also allow you  
to connect more than one computer to broadband – wired or wirelessly  
(depending on model).  
Tip 5: Power cycle your router  
From time to time, you may need to re-set, or restart your router/  
connecting device. We would recommend that every seven days or so,  
you give your router and internet connection a break and re-set it. If you  
are having connection problems, this could also help.  
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Using your broadband product  
GB usage allowances  
Your new Karoo product comes complete with an inclusive GB usage  
allowance. Everything you send or receive over the internet uses bits of data,  
whether its a web page, an email, a music track or a video clip. Each element  
of data is a different size and is measured in Kilobytes (KB), Megabytes (MB)  
or Gigabytes (GB). The average text email is around 4KB, a digital photo  
around 1MB, a music track around 5MB, and a full-length movie around  
700MB. (1MB = 1024KB, 1GB = 1024MB).  
You can use your broadband connection freely up to your usage allowance.  
In the event you exceed your allocated limit, you will incur charges for each  
GB you go over.  
Frequently asked questions  
How will I know when my usage limit starts and ends?  
Your first usage period will begin on the date your service activates.  
Subsequent periods will follow on from this.  
How long is a usage period?  
All usage periods run for no longer than a calendar month. Typically, the average  
usage period lasts 30 days.  
How can I check my usage?  
Pages 7-8 of this booklet explain how to do this in more detail.  
What counts towards my broadband usage?  
Usage is the combined total of all your downloads. Uploads are completely  
unlimited.  
How much web browsing and email is included in my allowance?  
As much as you want to do! Both these activities only use a small amount  
of bandwidth, so if you only use the internet for basic surfing and email, we  
estimate even on our lowest package (Karoo Lite) this equates to an average  
of 6-8 hours per day.  
Are the figures quoted above definitive for those types of activities?  
No, they are approximations to be used as a guide only. The actual amount  
of usage for any activity will be dependent on factors such as the websites you  
are viewing, or the quality and length of music or movies you download.  
Although we will notify you if you approach, or exceed your limit, it is a good  
idea for you to familiarise yourself with the process to check your usage,  
should you wish to monitor it yourself. The next section explains how to do  
this in more detail. It is advisable you familiarise yourself with this procedure.  
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KAROO TECHNICAL HELP DESK 01482 606 101  
 
Checking your usage  
All usage is monitored in the Karoo Control Panel which can be accessed  
within “My Account” at www.karoo.co.uk  
You will be presented with a login screen – enter your internet connection  
username and password here, e.g: username: paul72, password: broadband.  
Select “Check My GB Usage”. The diagram below shows the screen you see  
next. This enables you to view your current usage.  
This example shows data for a customer on our Karoo Lite product. They have  
an all-inclusive allowance of 2GB as displayed in Green. In this instance, the  
customer has exceeded their specified limit, and has downloaded a total of  
2.7GB. The usage displayed in red shows the data over the limit.  
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Using your broadband product  
Checking your usage (continued)  
You will see the option to “Show History”. This will show your download  
history for up to six months of usage. The illustration below shows an example  
of how this may look.  
In the example above, the customer has been online with us since  
18 December 2007, and has had three months on a usage based product.  
As you can see by the usage shown in green, they did not exceed their  
usage allowance in the first two months, downloading only 0.1GB and 1.5GB  
respectively. Their current usage shows the first time their limit was exceeded  
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KAROO TECHNICAL HELP DESK 01482 606 101  
 
Email  
Your email address  
Signing up to broadband gives you your very own email address.  
Your username will form part of your email address.  
So for example, if Paul Smiths username is paul72, his email address would  
Fill in the following boxes to determine your main email address.  
Enter your username here  
@
.karoo.co.uk  
username  
username  
Setting up your email account  
Your email account has already been set up with Karoo. By default your  
email address is: [email protected].  
You will be presented with a login screen – enter your internet connection  
username and password here, e.g.: username: paul72, password: broadband.  
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Email  
Setting up more than one email account  
Depending on which Karoo package you are on, you may get more than  
one email mailbox, so that you can personalise email accounts for different  
members of the household. You can even password protect each address for  
enhanced privacy. You may have more than one email alias, which is a separate  
email address you can use that will re-direct to the master email account, or  
another sub email account of your choice.  
and follow these simple instructions;  
Click onto ‘Setup a New Email Account’  
Select ‘Setup a New Mailbox and Email Address for a New User’, and  
click ‘Next’  
Complete the email address, click ‘Next’  
Enter the password for the new account, then confirm it by entering it again  
You will now need to install the email account on your computer.  
Do this by clicking on ‘Update my Outlook Express’, click on ‘My Email’  
on the left hand side of the screen then select your email program.  
Anti-spam and email anti-virus settings  
The widespread use of email has led to its exploitation – through virus attacks  
and junk email (SPAM). So, it is important to protect your email inbox from  
unwanted junk mail.  
Karoo will automatically scan your emails for viruses. Your Karoo email is also  
already set up with Karoos recommended default anti-spam settings, so, if  
you are happy with these, you don’t need to do anything. However, if you  
would like to change the level of filtering you receive, follow these steps:  
Go to ‘My Account’ via  
Log in with your username  
and password  
Click on ‘Change Your Spam  
Settings’  
Select the level of filtering you require [the default setting is ‘Strong’]  
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KAROO TECHNICAL HELP DESK 01482 606 101  
 
In addition to spam filtering you can also block certain file attachment types.  
To do this:  
Select the option you require [Executable Files, Java, Perl and .bin Files,  
or Media Files] Please note: When you select one of the attachment  
filters, every file type within that category will be blocked. To view the  
attachment types within each category, hover your cursor over the  
question mark by the filter type.  
When you are happy with your selections click ‘Save Changes’  
Your new customised settings will now be applied.  
You can revert to Karoo default settings at any time by clicking on the  
’Revert to Defaults’ button.  
Common email problems  
The most common email error messages start with 0x800CCC and are  
followed by two digits – these two digits denote the actual error. The error  
messages below show the most common problems and the action needed to  
solve them.  
Code  
Reason  
Remedy  
- Ensure you are connected to the internet  
- Check that you have the correct incoming (POP)  
and outgoing (SMTP) mail servers entered in the  
account settings  
Cannot connect  
to server  
- The incoming mail server should be pop.karoo.  
co.uk and the outgoing mail server should be  
smtp.karoo.co.uk  
0x800CCC0E  
- If these are both correct, and you can get web  
pages OK, you may need to re-set  
your email account  
- Check you have entered your username  
and password correctly  
- If you can’t remember them, check the  
inside of this booklet where you should have  
recorded it  
Username and/  
or password is  
incorrect  
0x800CCC91  
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Hardware  
Problems with your router  
If you are experiencing problems with your router, try the following procedures.  
Configure your Internet Explorer correctly for a Router.  
Open Internet Explorer and click on ‘Tools’, ‘Internet Options’ and then  
‘Connections’.  
Ensure ‘Never Dial a Connection’ is selected by clicking in the radial  
button.  
Click ‘Apply’ and ‘OK’.  
Ensuring you are not connecting via a Proxy Server.  
Open Internet Explorer and click on ‘Tools’, ‘Internet Options’ and then  
‘Connections’.  
Click on ‘LAN Settings’ and un-check ALL boxes. Click ‘OK’.  
Click ‘’OK’ again.  
Ensuring your Local Area Connection is enabled.  
Go to ‘Start’, ‘Control Panel’ and then ‘Network Connections’ OR  
‘Start’, ‘Control Panel’, ‘Network’ and ‘Internet Connections’ and then  
‘Network Connections’.  
Right click on the ‘Local Area Connection’ and click ‘Enable’. If you see  
‘Disable’ then this means it is already turned on.  
Checking your Local Area Connection is connected to your Router.  
Go to ‘Start’, ‘Control Panel’ and then ‘Network Connections’ OR  
‘Start’, ‘Control Panel’, ‘Network and Internet Connections’ and then  
‘Network Connections’.  
Right click on the ‘Local Area Connection’ icon and click ‘Status’.  
Click on the ‘Support’ tab. If you have numbers in the ‘Default  
Gateway’ field then this means you have a successful connection to the  
Router.  
Power Cycling your Router.  
Remove the power to your router by either switching off the power  
button (some routers do not have a power button) or by turning off the  
power supply to your router at the power socket. Allow to rest for 30  
seconds and then switch it back on. Allow a couple of minutes to pass  
before checking the status of your Router.  
Failing all of the above please contact the Karoo Technical Help Desk.  
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KAROO TECHNICAL HELP DESK 01482 606 101  
 
Configure your wireless router securely  
If you are using a NetGear wireless router we recommend that you secure your  
network so anonymous users cannot hijack your connection. This can be done  
by following these steps:  
Step 1. Connect your Ethernet cable and then log into the router  
configuration screen by entering 192.168.0.1 into your internet browser  
address bar (where you would normally type a website address).  
Step 2. When prompted for a username and password, enter your details  
and log in. The Netgear default settings use admin as a username,  
and password as a password.  
Step 3. When logged in, click on Wireless Settings (from the blue menu on  
the left of the screen). You will then see a screen that looks like this…  
Step 4. Go to the Security Options area and check the WPA-PSK (Wi-Fi  
Protected Access, Pre-Shared Key) option.  
Step 5. When prompted, enter your chosen WPA-PSK Security Encryption  
Network Key. This is your own personal password and can be  
anything you like between eight and 63 characters. You will need to  
provide this ‘Network Key’ (password) on every computer you want  
to share your wireless connection.  
Remember – any changes you make to the router configuration need to be  
saved by clicking the Apply button (located towards the bottom of the screen).  
If you have any other questions regarding wireless security, check the  
Frequently Asked Questions (FAQ) at the right hand side of the Netgear  
configuration screen, or follow the link on the left hand side to the Netgear  
online knowledge base.  
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Settings and support  
Useful Karoo settings  
Heres an overview of additional settings that may be required for your Karoo  
account. These will be particularly useful if you are using your own modem/  
router, as you may need to adjust a few settings to ensure that the device works  
on the Karoo service.  
Broadband Settings:  
VPI 1  
VCI 50  
Encapsulation RFC2364 PPPoATM  
Multiplexing LLC/LLC-based  
Modulation G.dmt  
Authentication CHAP  
Additional Karoo Settings:  
IP Address: Server Assigned  
The Primary DNS number: 212.50.160.100  
The Alternate DNS number: 213.249.130.100  
Your POP3 mail server: popmail.karoo.co.uk  
Your SMTP mail server: smtp.karoo.co.uk  
Your NNTP server: usenet.karoo.co.uk  
Further help and support  
Karoo has an extensive Technical Support section online at:  
These pages have been created to help Karoo customers with any problems  
they are having connecting to, and using the Karoo internet service.  
The Karoo help pages are organised into different topics. To access the help  
you want, click on the appropriate topic heading to the left. For example, for  
help with email, click on ‘My Email’.  
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KAROO TECHNICAL HELP DESK 01482 606 101  
 
Support boundaries  
Although we are here to do our best to get you online, the Karoo Technical  
Helpdesk work within a series of Support Boundaries to ensure that all analysts  
on the Helpdesk are offering a consistent and appropriate level of support to  
our customers. There are many different internet related products and services  
that we support; and we would like to define exactly what these are. Generally,  
a degree of common sense can be applied to determine what we support, e.g.  
we can help set up a Karoo e-mail account, but cannot help set up Hotmail etc.  
A summary of our support boundaries is as follows:  
Operating systems – We will troubleshoot internet related issues on in-life  
(products still supported by the manufacturer) versions of Windows and  
Apple-Mac. Linux is not supported.  
Modems and routers – We will support modems and routers supplied by  
Kingston Communications, but can only give configuration settings for any  
device not supplied by ourselves.  
Networking – We can help set up a working connection between one  
computer and a router supplied by Kingston Communications. We can also  
give help setting up a wireless connection to the Netgear router and help with  
installing the Netgear wireless dongle.  
E-mail – We can help set up and troubleshoot Karoo e-mail accounts on  
Windows and Apple-Mac. We will not support setting up an account on a  
mobile or other such devices, or an email account with another provider.  
Web access – We can troubleshoot browsing issues in Internet Explorer, Firefox  
and Safari. For software problems, you will be referred to the Manufacturer  
Games consoles and games – We do not support games consoles or games.  
You will be referred to the manufacturer.  
Security software – We do not support security software. For any security  
related problems, you will need to contact the manufacturer.  
Webspace – We can give settings for the upload of information/webpages to  
your webspace. We do not support the design or creation of webpages, or  
websites hosted with third party companies.  
Instant messenger services – We do not support these, other than to say they  
are fully compatible with the Karoo service.  
15  
 
Contact  
If you have any more questions or queries,  
just give us a call or send us an email…  
Customer Services  
Monday to Friday 8am - 8pm  
Saturday 9am - 5pm  
Tel: 01482 602 444 or  
Technical Support Help Desk  
Monday to Friday 8am - 9pm,  
Saturday 9am - 5pm  
Sunday and Bank Holidays 10am - 6pm  
Tel: 01482 606 101  
or email [email protected]  
Other Useful Karoo Contact Numbers:  
Telephony Customer Services - Tel: 01482 602555  
Telephony Faults - Tel: 01482 602151  
Karoo Status Line - Tel: 01482 602197  
Useful Router Manufacturer’s Contact Numbers  
Netgear Technical Support - Tel: 0870 112 1206  
Speedtouch Technical Support - Tel: 0906 302 2114  
Zyxel Technical Support - Tel: 0870 755 5779  
Kingston Communications,  
37 Carr Lane, Hull HU1 3RE  
www.karoo.co.uk  
 

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