Broadband Connectivity

Why should I have my router set up to my phone line?

Our broadband is an ADSL or VDSL service that uses a fixed line to the telephone exchange. The equipment in the exchange uses the phone line to synchronize its signal with your router and bring broadband to your home.

What is my wireless password?

Technicolor &Thomson Routers

Your wireless password is on the bottom of your router. They call it a ‘Wireless Key’.

TP Link Routers

Your wireless password is on the bottom of your router. It’s the serial number next to ‘S/N:’

Netgear Routers

If you can’t remember your wireless password, you’ll need to log into the router.  Use the Ethernet cable to connect your computer directly to your router.  Open your browser, type in 192.168.0.1 and type admin for the username and password for the password.  Click on ‘Wireless Settings’ on the left and you’ll see your wireless password in the middle of your screen. They call it either a ‘Network Key’ or ‘Key 1’.

Zyxel Routers

Your wireless password is on the bottom of your router. They call it a ‘WPA-PSK”. The user name is called a “SSID”

My connection is dropping. What should I do?

Ethernet cable connections

Firstly, check that all your cables are plugged in tightly, that your router is in the main telephone socket and  your telephone points are filtered. If that doesn’t help, please give our Support Team a call on 08000188082

Wireless connections

Other electronic devices that use radio signals can sometimes interfere with Wireless connection. For example, if you have a hands-free phone or a baby monitor, make sure you don’t leave them near your router. If that doesn’t help, please give our Support Team a call on 08000188082

How can I repair my broadband?

Start by trying all the cables to make sure they’re correctly and securely plugged in.  Try turning the router off and on again – wait a few moments to ensure the lights are green. If you’re still having issues, you can check your router manual and, if that doesn’t help, please give our Support Team a call on 08000188082

Do I need to use mircofilters?

You’ll only need Microfilters if you have Broadband on your phone line.  You will need an ADSL Micro filter on each telephone point in the house to help reduce interference on your line and help with your internet connectivity.

If your internet connection is slow or intermittent your filter may be broken.  You can easily buy a replacement filter at any leading computer shop or Argos.

Please note: you don’t need a filter if you have a Pre-filtered Faceplate (NTE2000).

Calls & Lines

Quality of the line

The BT Wholesale line rental network service supplied to BT Retail is the same as supplied to Rainbow.

Quality of calls

If only the BT Wholesale’s White Label Managed Services is used for CPS service then the call quality will remain the same as the BT Retail Business Group service. If another carrier is used for the CPS service, then the call quality may differ.

Line rental & installation

Just like BT Retail we buy directly from BT Wholesale ensuring you receive the same quality service you have been accustomed to.

Line faults on-site

If an end user has a fault with a line or CPS service supplied by Rainbow, then they report the fault directly to Rainbow Customer Service on Freephone 0808 1411 150. Rainbow then enter the fault on the BT eCo repair fault logging system and a BT engineer will respond to repair the fault. Rainbow has the ability to check faults, log calls with BT engineers and monitor response times and fault solutions.

Installing new lines

New telephone lines will be installed by a BT Openreach engineer. The engineer role is to fulfill the order and ensure the end user is satisfied with the work, but will not undertake any work beyond the original order. When the new line has been installed Rainbow will invoice you for the first partial month plus the next whole calendar month, thereafter you will be invoiced monthly.

Delay with BT Openreach engineer

When a customer reports a fault to Rainbow, our customer service team remotely test the line and advise the customer of the problem. If the line is faulty a reference number is issued to the customer and Rainbow will manage the repair process and report back to the customer regularly.

Calling features on the line

Network call features are unaffected when lines are transferred from BT Retail to Rainbow. A few services such as Featureline cannot be transferred at this time, though CPS service will still operate to allow calls to be transferred.

Mobile Customers

What is my contract?

To find a copy of your contract, please follow this link to our Mobile Contracts section.

Lost and Stolen Devices

If a phone or mobile device is lost or stolen, it is important to notify your mobile network immediately to ensure that the device is disabled, as you will be liable for any charges.

When you contact your network provider you should ask them to:

  • Block your phone,
  • For your IMEI number, the police may ask for this

O2 Customer Service: 0800 977 7337

EE Customer Service: +44(0) 7953966250

EE Corporate Customers (Over 50 employees): +44(0) 7973100158

Vodafone Customer Service: 03333040191 33040191

(Networks may charge for these calls)

After this you should notify the police and ourselves during working hours, where we can arrange a replacement SIM and handset (T&Cs Apply).

How Do I Set Up Online Billing?

EE

Your first bill will arrive by post, between 4-5 days after your phones being connected. Please note that EE bill their line rental monthly in advance, this means that your bill will be higher than what you have agreed to, conversely your last bill will be lower. You will also notice ‘strange’ numbers on your bill, these are the temporary numbers you received on your new SIM cards, before your existing numbers were transferred.

One of the benefits of Rainbow Mobile is our customer service team, who can manage your account with EE on your behalf. This means you do not have to wait on hold or deal with call centres as our team can swap sims, add bolt on’s and make enquires. To allow us to do this we will need you to complete a Third Party Access Form, which will contain your account password and authorisation signature. Please complete this and post this back to us, to take advantage of this service. Unfortunately we cannot manage your account with EE without this form.

EE use a paperless billing system, which allows you to access your bills conveniently online. Please can you complete the attached form, so that we can set up your new online account on your behalf. Once we have this set up, EE will post you a pin to activate your account.

O2

O2 have gone paperless, to view your bills each month, you will need to set up an online log in.

To set up O2 Business Online Billing Manager, go to the following link https://businessonline.o2.co.uk/selfcare/app/

You will need to register as a new user. Here you will need to input your O2 account number and request a forgotten pin, this will then be posted out to the main billing address. Once this pin is received you can continue with the registration, you will need to input a user name (this needs to be an email address)and password details.

If you prefer paper billing this can be arranged and will be charged at £1 per month per handset.

Vodafone

To set up online billing:

  • Please click on “Log into my account” and “register with Vodafone”
  • Follow the on screen instructions

How Do I Roam?

EE Corporate Customers (Over 50 employees)

EE offer a wide range of international bolt on’s that can be added onto your plan. Please contact us at least 48 working hours prior to your travel, to discuss the most appropriate international mobile packages.

When using your phone abroad, you will need to turn on the appropriate settings within your phone, to access your data and calls.*

EE Customers

EE offer a wide range of international data bolt on’s that can be added onto your plan, for 30 days. This allows you to remain in control of your mobile data usage abroad.

EE have different options depending on the country you are travelling to, visit the following link, to find out more.*

Adding Data Abroad
  1. Activate data roaming on arrival.
  2. Manually roam onto a foreign network.
  3. Open your internet browser.
  4. You will automatically be directed to EE’s bolt on page where you can purchase data.

O2 Customers

O2 offer a range of international data bolt on’s that can be added onto your plan. These allow you to remain in control of your mobile data usage abroad.

To find out which bolt on’s are applicable and to have these added to your account, please contact Rainbow, at least 24 working hours in advance of your trip. This ensures we can get these added on time.*

Using Data Abroad
  1. Activate data roaming on arrival.
  2. Manually roam onto a foreign network.
  3. Open your internet browser.
Ireland Bolt On

The Ireland bolt on is free allowing calls made within the Republic of Ireland back to the UK, to be discounted to 14p per minute. Received calls are charged at 4.1p per minute.  This can be added to the account for a 12 month period and is your responsibility to renew.

Vodafone Customers

Vodafone offer a range of international data bolt on’s that can be added onto your plan. These allow you to remain in control of your mobile data usage abroad.

To find out which are applicable and have these added to your account, please contact Rainbow, at least 24 working hours in advance of your trip. This ensures we can get these are added on time.*

Using Data Abroad
  1. Activate data roaming on arrival.
  2. Manually roam onto a foreign network.
  3. Open your internet browser.R

 

*Roaming, calls, text and voice mail may generate charges. It is the responsibility of the end user to pay for these, Rainbow Mobile cannot be held responsible for any international charges.

How can I protect my mobile fleet from fraud?

Unfortunately there is no guaranteed way to protect your mobile fleet against fraud, but we have created a useful fraud section on our website to help you minimise the risks of being a victim of fraud. Click here to view our Fraud Pages.

Our Relationship with BT

Our relationship with BT

Rainbow Communications is a customer of BT Wholesale for calls and lines services which it then resells to end user customers. Rainbow Communications is a separate company and is responsible for all aspects of the services (call pricing, customer services, billing etc), although BT is responsible for the maintenance and installation of the end users’ lines and calls on Rainbow’s instruction – a service which is closely logged and monitored by Rainbow using the latest technology.

No priority for BT customers

Openreach, the BT Business Group responsible for managing the installation and repair of telephone lines in the UK, schedule all work equally and use the same BT Openreach engineers in Northern Ireland to complete their work whether it is a BT Retail customer fault or a Rainbow customer fault.

No conflict with BT

There should be no conflict with BT because a customer has transferred to Rainbow. Customers are advised to check all existing contractual terms with BT before transferring to Rainbow to avoid any termination or reconciliation charges that may apply.

Charge for BT visits

Not if the line is faulty, however if the fault is not with your line, then any site visit is chargeable.

Phone Systems

Where can I find my phone system user manual?

We have created a phone system user manual section, which holds most of our common phone system user manuals. Click here to visit this section.

How can I protect my phone system against fraud?

Unfortunately there is no guaranteed way to protect your phone system against fraud, but we have created a useful fraud section on our website to help you minimise the risks of being a victim of fraud. Click here to view our Fraud Pages.

How can I change my phone systems clock?

If you have an NEC, Panasonic or Siemens Phone System you can change your clock easily, click here for instructions. For other systems or if you require assistance please can a member of our team on 0800 018 8082, who will be able to help (charges will apply).

Rainbow Mobile

Why choose Rainbow rather than going direct to the network?

Choosing  Rainbow (a 3rd party) offers many benefits

  • As we are not a call centre you will not have to wait in a long call centre queues to get speaking to a “live” person.
  • You will direct access to your sales person so be able to talk to them should you have any further queries or need to discuss your pending contract.
  • You will direct access to a member of the Mobile Customer Service team who will become your account manager and deal with any queries or issues you may have after sales or  during your contract, whether that is queries with your bill or queries with your tariff.
  • Rainbow can get deal with the majority of your queries and action requests on your behalf, saving you contacting your network provider directly
  • Rainbow also offers a range of other telecommunication services which may be of benefit to you.  As a customer of Rainbow you will be able to benefit from special promotions and discounted rates for some of these services.

What’s the best provider for me?

Rainbow are the only direct partner for EE in Northern Ireland and as such can offer preferential rates for customers on this network.  However, we also work with O2 and Vodafone to ensure our customers are given choice and the provider that is right for them based on signal, price and usage.

Rainbow use the official Ofcom signal coverage checker to ensure you will have the best signal coverage at your business address and other advised locations.

What documents do you need after I have signed my contract?

You will be required to provide either Business proofs or personal proofs depending on the provider and the type of business you are i.e. a Ltd company, sole trader etc.  Our Sales person will talk you through this at the time of sale.

What are the benefits of choosing a business contract over a personal contract?

If you’re VAT registered business, you can claim back the VAT on your contract.

Business tariffs can be tailored to your needs and are often better value than consumer contracts.

There are frequent offers available to Business customers and as a customer of Rainbow, you will be kept informed of these.

Is there a cooling off period?

There is no official cooling off period with business contracts.  However, Rainbow wants you to happy with your contract and should a problem arise, we will endeavour to sort it out and get an amicable resolution.

How long will it take before I get my phones?

Whilst we endeavour to get your phones to you asap, we would advise you to allow approximately 7 – 10 working days.  If there is a need to receive these quicker, please advise your sales person.