Networks
Installations
Telecoms
Satellite Broadband
Here are answers to some of the questions most often asked when considering ordering our Satellite Broadband service. Please read through the FAQs before filling in
our contact form or calling us on 0800 073 11 02 with any unanswered questions, as an answer to your question may be only a click away.
Click on a question below to jump to the answer.
- What is broadband ?
- How do I choose the service that's right for me ?
- Am I charged for the time my broadband modem or computer is online ?
- Are there any limitations I should be aware of ?
- Can I connect more than one user to the service ?
- Can I use this equipment with my Apple Mac or Linux computer ?
- What connection speeds should I expect ?
- Are there limits to how much data I can transfer ?
- What is a Fair Use Policy?
- Does the Fair Use Policy apply to both upload and download?
- What is priority traffic?
- What is my priority traffic usage?
- What happens if I exceed my priority traffic usage, will I be cut off?
- Is the Fair Use Policy applied 24 hours a day?
- Can I check how much traffic I am using?
- Can I get more advice on the Fair Use Policy / Quality Of Service manager?
- Are email and other services included ?
- I've heard of latency issues with satellite - what does this mean ?
- Can I make phone or fax calls over the service ?
- Is the equipment/service mobile - can I use it at different locations ?
- Can I get a connection faster than 512Kbs ?
- Will I need to buy any extra software ?
- Do I require planning permission or other permits ?
- Do I need my landlord's permission ?
- What happens if/when I move ?
- Must I purchase the equipment ?
- How long will it take to get installed and operational ?
- How do I know if I have line of sight for the satellite ?
- What does a Standard Installation consist of ?
- What equipment do I need for broadband ?
- Does the satellite service get affected by weather ?
- Why does ping not work/give very slow response ?
- What Satellite does the service use ?
- How can I check what download/upload performance I am getting ?
- How can I check the security of my system ?
GENERAL
What is broadband ?
Broadband means, very simply, a high-speed connection to the Internet that is 'always on'. It is up to 10 times faster than a 56K modem enabling you to view web content and download files more quickly. It's called broadband because it has a much larger capacity to receive (and send) data.
How do I choose the service that's right for me ?
This will depend on what you will be using broadband for. If you are using it from home or a small office, choosing a service that offers a speed of 512Kbs is ideal for general surfing and emailing. However, if you are downloading lots of videos or sending very large files, it may be better to choose a broadband service with even higher capacity. Please call 0800 073 1102 for further advice.
Am I charged for the time my broadband modem or computer is online ?
No, with our broadband packages you'll pay a fixed amount each month, no matter how often you use it.
Are there any limitations I should be aware of ?
Very few, but satellite technology introduces limitations in certain applications. Unlike some of our competitors, our packages accept direct connection to Macintosh, Linux, Unix or Windows NT operating systems. Our smaller Satellite Broadband packages are not suitable for:
These issues can be overcome in our high end products and we are happy to advise on such matters.
Back to topAVONLINE SERVICE
Can I connect more than one user to the service ?
Yes. Unlike several of our competitors it is possible to connect the equipment directly to a router, or other network LAN devices, to share the connection with other users. For a small cost we can supply and install a router that will enable you to share your connection with multiple users.
Can I use this equipment with my Apple Mac or Linux computer ?
Yes. With all our services connection via non Microsoft Windows platforms is straightforward.
What connection speeds should I expect ?
The speed of connection will vary depending on the package you select. Our cheapest Satellite Broadband system will operate up to a maximum download speed of 512Kbs, and a maximum burst uplink connection of 128Kbs. Sat500 and Sat1000 systems will operate at sustained download speeds of 512Kbs, and uplink speeds of 256Kbs. Speeds may be lower during busy periods as the network is a shared connection with other users. Speeds experienced will also be governed by levels of Internet usage or congestion outside the satellite network.
Are there limits to how much data I can transfer ?
You will get a 'Priority Traffic' allocation per month. Up to this level of traffic you will get data transfer rates as specified. Above this level you will not be 'cut off' but you will share the service with other users. We have designed the service to be as open and flexible as possible, while ensuring fair use for all users. Unlike other services, where hard transfer limits apply over which you are charged per additional MB, Avonline employ a Fair Use Policy. In summary this means that during peak usage times, heavier users of the service will experience some reduction in their connection speed, ensuring an equitable access for all users throughout the day. There are no caps on download or any hidden changes.
What is a Fair Use Policy?
The Fair Use Policy has been defined buy our Satellite Provider (Satlynx) to enable each user to receiver a high quality internet access service via Satellite. The FUP is implemented to prevent un fair use and an unacceptable use of the network.
Does the Fair Use Policy apply to both upload and download?
Yes, traffic volume is measured on both the inbound and outbound connection and is measured over a previous 30 day period. All customers are assigned a priority traffic usage.
What is priority traffic?
Priority traffic is the amount of traffic that can be used (upload and download) before a restriction is applied.
What is my priority traffic usage?
This depends on the monthly service option. Please use the table below to check the services.
|
What happens if I exceed my priority traffic usage, will I be cut off?
No, you will not be permanently cut off, only after you have exceeded your four levels of traffic usage, your connection will be suspended. This will be during business hours (7am -7pm GMT) and will last until your traffic usage is reduced. The suspension will be lifted in the evening (7pm-7am GMT). This is to help maintain a quality of service for all users.
Is the Fair Use Policy applied 24 hours a day?
There is a night time policy from 7pm – 7am where only 50% of the total transferred data volume is counted in the calculation of the priority traffic usage and all user can download, unrestricted between the above times.
Can I check how much traffic I am using?
Yes, we provide a quality of service (QOS) tool that can be accessed via a web browser (http://217.159.0.81) only when connected to the Satellite broadband system. This will show your traffic usage (upload / download) for the past 24 hours and 30 days.
Can I get more advice on the Fair Use Policy / Quality Of Service manager?
Yes, a member of our technical team will be happy to discuss any questions you may have.
Are email and other services included ?
Yes. Avonline offer an SMTP email server address for users to send email because most ISP or hosting companies will not allow email sending from users that do not connect using their system.
I've heard of latency issues with satellite - what does this mean ?
Due to the distance traveled by the signal to/from your computer and the Internet Hub, via the satellite, older satellite technologies exhibited a noticeable lag between communications. The Satellite Broadband service employs software techniques to minimise this lag, including an Internet Protocol Accelerator, IPA. In use, when a web page is requested for example, the IPA strips out surplus protocol data and requests, and retrieves the page in fewer larger 'pieces', than a typical dialup connection for example which assembles the page piece by piece. Similarly this technique is ideal for handling large file or email downloads.
Can I make fax calls over the service ?
No. The service is intended for Internet Access, freeing up your existing phone lines for normal calls and saving on dialup internet and ISP call costs. Similarly, the system does not receive TV signals.
Is the equipment/service mobile - can I use it at different locations ?
As the service is a 2-way link, the alignment with the satellite is critical and thus it is not suitable for mobile applications. If you move premises you will require an approved installer to remove and re-install the outdoor equipment (dish etc). If you are looking for a transportable system that can fixed to a vehicle please check our mobile system section.
Can I get a connection faster than 512Kbs ?
Yes. Higher-level service for corporate and large educational installations are available from Avonline that support large user networks, direct connection to LANs, and connection speeds of up to 2Mbs downlink and 1Mbs uplink. Pricing is subject to exact configuration required.
Will I need to buy any extra software ?
As your broadband connection is 'always on', it is a good idea to install firewall software to protect you from any attempts by hackers to access the files on your computer. Avonline strongly recommends that you install a suitable Firewall and Antivirus software to protect your computer from unauthorised access from the internet. For example, ZoneAlarm is a handy personal firewall application, free for personal use (see www.zonelabs.com). You will also need software as for any other service such as your Internet Browser and Email Client Software. Commercial and free packages are available and suitable and we're happy to advise you on this subject.
INSTALLATION ISSUES
Do I require planning permission or other permits ?
Though conditions may vary slightly, normally planning permission is not required for the 75cm dish provided you do not have other dishes on your building. If your building is a protected historical building official permits will be required. If your location is within a short distance of an airfield, or similar, special conditions may apply. It is your responsibility to understand and comply with the rules and regulations regarding the placement of equipment on the building you occupy. We will try to guide you where possible, but final responsibility rests with you.
Do I need my landlord's permission?
If you do not own the building where the equipment is to be installed, you must receive written authorisation from the landlord approving the installation. Avonline may require a copy of same prior to installation.
What happens if/when I move?
Moving the antenna/dish to another location, whether on the same building or otherwise, must be undertaken by an approved installer, and the full costs of removal and re-installation are borne by the customer. Please give careful consideration to the location of your dish to minimise the likelihood of requiring a move. On subscribing to the service you are required to contract the service for a minimum of 12 months - such term must be completed even in the case where you move to another location.
Must I purchase the equipment?
To receive the broadband service it is necessary to have the defined equipment. You may purchase the equipment outright at time of order.
How long will it take to get installed and operational?
Soon after we receive your Service Agreement, Direct Debit Mandate, and Initial Payment, we will be in touch by phone for a Pre-Installation Survey and to arrange an installation date. Normally, installation will occur within 1 to 4 weeks.
How do I know if I have line of sight for the satellite?
At approximately 11.30am (subject to change) the Satellite is in the same general direction as the Sun. Your chosen installation location should provide clear line of sight without obstruction, at an elevation of approximately 26º. Alternatively, look out for a Sky dish nearby - Sky service points in the same general direction.
What does a Standard Installation consist of ?
The standard installation allowed for in the Initial Fee is as follows: mounting on a standard brick or block wall at a height reachable on a standard double extension ladder, and not more than 30m from the proposed location of the modem.
What equipment do I need for broadband?
An outdoor unit (comprising a satellite dish and receive/transmit units). Generally we provide a 75cm dish, however in some locations a larger dish may be required to ensure strong signal strength. You will be advised in advance if a larger dish is necessary and if any additional costs apply. Dual Satellite Cable between Outdoor Unit and the special Modem provided.
Does the satellite service get affected by weather?
The standard dish installation is designed to withstand 100mph winds. Clouds and showers have little impact on satellite communications. However, torrential rain may cause degraded service in extreme conditions as signals are reflected a little by rain. Our systems automatically increase power levels to compensate for losses.
TECHNICAL ISSUES
Why does ping not work/give very slow response?
With satellite systems there is a certain amount of latency. A network tool like ping typically sends small data packets which accentuates this problem. Try using ping -t -w 2000 'address' to get round this problem. Even so, ping is not a good testing tool for this type of network.
What Satellite does the service use ?
The Sat500 and Sat1000 services use the Eutelsat (also know as Eurobird) satellite, located at 28.5º East or Hellas Sat at 39 º East. The Sat Stream services use the Hellas Sat satellite, located at 39º East.
How can I check what download/upload performance I am getting?
Click here for an independent performance testing program
HINT: Select the "Cable Modem and Satellite bandwidth test (1 MByte)" near the bottom of the page
How can I check the security of my system ?
Click here for an independent security testing program
HINT: Go to the Hot Spots section half way down the page and select the "ShieldsUP!" test. Select the "common Ports" test to see what you are exposing to the outside world!
If you are using a router then this will mask your ports and act as a basic firewall. If you don't have a router and/or you want a second line of defence, try downloading Zone Alarm for a free firewall.
In addition to a firewall you must run some form of anti-virus software on any system that is connected to the internet all, or most, of the time. AVG anti-virus is a free program that is worth a look, and there are many others from Norton, Sophos etc.
PLEASE NOTE: The above download links are offered for information only. Avonline are not responsible for any software you choose to download and install and can therefore not offer any support for the above products.
Networks
Installations
Telecoms