Portal
Portal
Services, Quotes, Tech Specs & Orders

FAQs

General

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Why do I need Luminet?

There are many services that Luminet can offer you. Whether you require a quick, reliable and secure internet connection at minimal cost to your business, high-bandwidth applications such as videoconferencing and remote services or enhanced existing services including VPN, VOIP, and FTP, we’re able to provide them.

If you’re frustrated with slow, intermittent connections, disappointed with broken promises on service levels or feel you’re simply paying too much for your existing service, we can be of service.

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Can you provide email addresses?

We do not provide email addresses but do offer a mail relay service. Please contact our sales team on 0207 400 6300 for further information.

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How can I pay for the service?

The usual method is by direct debit.

Connectivity

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How long does the wireless service take to deliver?

The service can be scheduled for installation within two days (or as soon as landlord permission is gained). We aim to get our customers up and running within 5-10 business days, although we have got businesses onto the service in 24 hours! It should take no more than a few hours to install, subject to a safety survey if a roof installation is required.

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How does Luminet’s Fibre service work?

We securely transmit data between your premises and our network and Fibre services come in a choice of speeds between 10Mbps and 1Gbps. The connection is symmetrical and uncontended, meaning your speed is available all of the time and never slows down. Not only does this mean your chosen data speed is constant, but upload and download speeds are equal (unlike ADSL services).

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What is special about Luminet’s Fibre service?

We own and manage our network, which gives us a unique and powerful degree of power, control and flexibility to deliver an outstanding data service.

What’s really special about our Fibre service is that we were the first to offer a 100% service level agreement using both Fibre and Wireless technologies. Imagine having two truly diverse connections, where if in the unlikely event the primary connection should fail all services are automatically active on the secondary line – meaning zero IT for the customer.

We are also based in Central London, and therefore within 30 minutes of our customers. So no phoning call centres abroad or being passed between internal departments, you pick up the phone and speak directly to a qualified engineer every time.

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What else can I do with Luminet’s Fibre service?

Luminet’s network can support almost any sort of business communication or connectivity service, including VoIP, video conferencing, remote application hosting and web surfing, all with a quality of service designed to meet your needs and your budget. If you have any special requirements, just ask and our engineers should be able to tailor our service to suit you.

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Do I need the approval of my landlord?

Usually this installation is covered in your lease terms. However, if you occupy a listed building then planning permission will be required. Please contact our sales team on 0845 331 3008 for further information.

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How long does the fibre service it take to deliver?

Typical installation time ranges between 30-90 working days, although in our experience we have been able to deliver this service quicker.

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What are symmetrical services?

Conventional broadband is asymmetrical, so you only get fast download speeds. However, a symmetrical service allows you to upload data at the same data rate as you’re allocated for downloads. This means you can upload large files to your clients or suppliers without disrupting the rest of your connectivity and perform backups whenever you want.

For anyone that uses a traditional broadband connection, symmetrical is a liberating prospect.

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Where do I have to be to get the service?

Our service currently covers Central London and is expanding rapidly. Please use our post code checker at the top of the page to see if the service is available in your location.

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Is Luminet’s Wireless service secure?

Our network, and your business data, is protected using government-standard AES encryption. The AES standard has been approved by the US government for use by its own agencies.

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What is a service level agreement and how does it work?

A service level agreement is an assurance by a service provider that it will provide a certain level of service, normally defined in terms of percentage of downtime over a period. Luminet guarantees 99.95% availability for our wireless service and 99.98% on our fibre service. We also offer a unique “Always On” service which combines both the wireless and fibre service to offer our customers a 100% SLA and uptime guarantee.

Computing

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What type of datacentre facilities are available?

We deliver ISO accredited Tier 3 co-location services and value added managed solutions in four London Data Centre suites in our private network.

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What other carriers are available in the datacentre?

There are a number of other carriers available such as Colt,  Expo-e, Virgin and Cogent amongst others.

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How secure is your site?

Our datacentre is manned and monitored 24/7/365 with biometrics and card access to all secure areas.

Communications

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What suppliers do you use?

We currently use Gamma to help us provide our voice services, and we are currently looking in to partnering with a much broader range of suppliers.

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I’m worried about using a connection for important voice and data services, how can you help?

We have recently upgraded our network, which enables us to offer edge-to-edge intelligence and ‘Quality of Service’ (QoS). This means that we can dedicate and prioritise all of your business-critical applications to ensure they run smoothly, such as voice, video and other real-time applications.

Security

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How long does it take to provision the firewall?

Our managed firewall service can be provisioned within around 10 working days.