Here are some frequently asked questions by our customers, separated into categories.
Live Chat | Email Support | Shop | Call-Outs | Other Services
Live Chat FAQ
How quickly can you respond to my questions?
Our Live Chat service can respond to your question almost instantly (whenever online), and you'll then be part of a 'live chat' conversation to ask any follow-up queries you may have.
Is your Live Chat service really free?
Yes! Live Chat is 100% free and unlimited for all home computer users. Some exclusions apply about who may use our services (eg. for business use), please see our Terms of Service.
What kind of topics are you unable to provide support for?
We aren't able to help customers where the topic is related to: hacking, piracy, or any other illegal activity. We may immediately terminate any chat or email that features illegal discussions. We are however, willing to help with any other query about any type of computing or electronic technology.
What languages do you provide your services in?
Primarily, the language we assist you in is British English. However, by using online translators we may be able to provide a certain level of support for Arabic, Chinese, Danish, Dutch, Finnish, French, German, Greek, International English, Italian, Japanese, Korean, Polish, Portuguse, Russian, Slovak, Spanish, Swedish, Turkish, and Ukrainian. We cannot guarantee these translations though, as they are automated. Please note, we are currently unable to translate Welsh.
What can I do to solve any connection problems with your site?
We recommend that you use Mozilla Firefox or Internet Explorer with JavaScript enabled when accessing our website. If certain services are not working, please try again later. Otherwise, contact our customer support team.
How often is Live Chat available?
Due to the popularity of our services, our Live Chat service sometimes gets busy or unavailable and you have to either come back later or contact us by email support. It's normally available between the hours of 16:00 and 22:00 on weekdays, 09:00 and 23:00 on Saturdays, 10:00 and 16:00 on Sundays.
What are the other ways of contacting you?
For free computer support, you can only contact us by Live Chat or Email. If you need a computer problem solving quickly, we recommend you book a call-out by telephone. See our customer support number on the book a call-out page.
Email Support FAQ
Why does your login system keep rejecting my Support Ticket ID?
If you have forgotten your Ticket ID, you will have to send us a new message and then use the new Ticket ID.
Can I send you an email with my computer problem?
Yes, of course you can! If you do not want a one-to-one chat with one of our representatives, or you do not have the time, simply send us an email. It is really quick and easy with our online support ticket system so just click Email on our Homepage to get going!
Shop FAQ
How do I buy from the shop?
Please call customer services or send us an email to buy anything from the shop. Remember, delivery is free to areas within 5 miles of Chesterfield
Call-Outs FAQ
Other Services FAQ
Where do I go for more information about Kiano.Net?
You can get more assistance about using our services by clicking Help on our Homepage. And if you want to find out more about Kiano.Net, you can visit our corporate website at www.corporate.kiano.net.
Got a new question to ask us? Visit www.corporate.kiano.net/contact.html and email us!
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