Something puzzling you? Then take a look below at our quick FAQs. If you can’t find the answer you want, simply give us a call on 0800 073 11 02 during office hours. Alternatively, if you’re online, email us at support@avonlinebroadband.co.uk.
Avonline’s Satellite Broadband Service availability record is 99.99% If you’re a customer experiencing a problem, please do check your equipment first. If something’s still wrong, simply get in touch.
Broadband and satellite
What is broadband?
Broadband means, very simply, a high-speed connection to the Internet that is 'always on'. It is significantly faster than the dial-up ( 56K) modems 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.
Can I really get reliable Satellite Broadband anywhere in the UK?
Yes – it really is as simple as that. Satellite Broadband is available ANYWHERE in the UK (and mainland Europe as well). As long as there is electricity, we can get you connected to Broadband wherever you need it.
How do I choose the service that's right for me?
This will depend on what you will be using broadband for. Most satellite broadband packages are based around how much you use it. If you are using it for general surfing and emailing from home or a small office, our Tooway service could be the right, cost effective solution for you. However, if you are downloading lots of videos, sending very large files or you need to connect to a work network (VPN), it may be better to choose one of our proven business broadband solutions. If you would like some free, impartial advice, please feel free to call us on 0800 073 1102 and we would be happy to help you.
How much data is required for common uses?
Under normal conditions, you can use the following information as a guideline:-
| Download | GB Required |
|---|---|
| 2 Music Albums | 0.1GB |
| 5 Min Video Clip on YouTube | 0.1GB |
| Low definition movie | 0.75GB |
| 40 hours web surfing | 1.0GB |
| 8 hours of internet radio | 1.0GB |
| DVD quality movie | 4.5GB |
Am I charged for the time my broadband modem or computer is online?
No. With our broadband packages you pay a fixed amount each month, no matter how often you use it.
Does Satellite Broadband have any limitations I should be aware of?
There are a few specialised uses that it is important to choose the correct system for but other than that, there is not much difference between satellite and other broadband services.
Unlike some of our competitors, our packages accept direct connection to Apple, Linux, Unix or Windows NT operating systems.
Our Tooway Satellite Broadband packages are not really suitable for:
- Some remote control software and video & voice over IP (VoIP)
- Heavy uplink traffic, such as Web or FTP hosting
- Certain VPN applications
- Online gaming and peer-to-peer networking
Avonline’s Tooway satellite broadband system does not currently support “watch again” portals like BBC iPlayer but we are working on a solution
If you want to do one or more of the above, we recommend, based upon many years of providing high quality Satellite Broadband solutions, that you take a look at our Business Broadband section. These uses can be easily accommodated in our more specialised products and we are always happy to advise on such matters.
Avonline’s Tooway service
What is Tooway™?
Tooway is Avonline’s newest Broadband Satellite service. A reliable 3.6Mbps Broadband connection now available wherever you live. Starting from £1/day. Avonline offers a range of four monthly download packages which means that you only need to pay for the service that is most suitable to your needs.
Why should I get Avonline Tooway™?
Avonline plc is the UK’s largest independent Satellite Broadband provider. Established in 1981, our 500 experienced installers work throughout the UK installing broadband and other digital services to around 500,000 customers each year. We are accredited by the British Standards Institute (BSI) to ISO 9001 (Quality), ISO 14001 (Environmental) & OHSAS 18001 (Health & Safety) and our specially trained installers are CRB (criminal records bureau) checked.
We believe that any Company that you invite into your home or business must be able to demonstrate these standards as a minimum to give you the peace of mind that your investment is the right one.
What equipment do I need?
You supply the computer, our trained installation engineer will install the satellite dish (outside) and connect it to a modem (inside).
How fast is Avonline Tooway™?
All four Tooway packages operate at a reliable 3.6Mbps download speed. Satellite Broadband works in a different way to a normal (ADSL) connection in that you don’t “share” your connection with your neighbours.
You may have read in the press that many people that use ADSL pay for a system that consistently fails to deliver the speed that they are paying for. For example, a recent Ofcom study proved that the average speed achieved by ADSL customers buying an 8Mbps service was in fact 3.6Mbps. Therefore an 8Mbps ADSL connection is directly comparable with our Tooway packages.
Can I install it myself?
No you can’t (unless you are a trained and accredited VSAT installation engineer). Because Satellite Broadband not only receives data from a satellite (much like Sky) but transmits data back to the satellite, it is crucial that your system is installed by a trained and accredited satellite broadband technician.
Are email and other services included?
Avonline Tooway supports the usual webmail applications like Hotmail, Gmail, MSN and Yahoo but if you use an email client (E.g. Microsoft Outlook) you will require the use of an SMTP server to send your mail, as many ISP’s allow you to receive email but block you from sending. If that sounds like technical mumbo jumbo, yes you will get an email address and yes, we’re happy to show you exactly how it works.
If you need email sending services we would be happy to recommend a third party provider.
Do I need a phone line?
No you do not.
Are there any minimum requirements for computers?
No, most computers these days come with a network card or wireless option which will allow you to connect to the internet.
Can I integrate Avonline Tooway™ into a network?
Yes, it’s possible to connect the modem directly to a router, or other network LAN device, to share the connection with other users. We can supply you with a suitable router with wireless capability.
Can I use a wireless router with Avonline Tooway™?
Yes. With a wireless router, anyone at your location can access the Broadband connection without needing to physically connect to the modem (hence “wireless”). We are happy to help you set this up properly (without any extra charges) when we install your system to make sure it is both secure and working properly. The wireless router box may say “plug and play” but in our experience, it’s nice to let someone who knows what they’re doing do the “plugging” and leave you to enjoy the “playing”. We’re happy to recommend a wireless router if you need our help.
Can I connect more than one user to the service?
Yes. Unlike some 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. See the answer above about using a wireless router that will enable you to share your connection with multiple users.
Can I play online games with Avonline Tooway™?
We do not recommend Tooway for online gaming due to something called latency (ie. The time it takes the signal to get up and down from a satellite 22,000 miles high. If you are desperate to do online gaming in a remote location, our best advice is to talk to our team about some of the Business Solutions that we offer.
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.
Are there limits to how much data I can transfer?
Yes, each service is subject to a Fair Access/Fair Use Policy (FAP or FUP). The FAP has been designed 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 Access 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 hidden changes.
What is a Fair Access Policy?
The Fair Access Policy has been defined by our Satellite Provider (Skylogic) to enable each user to receiver a high quality internet access service via Satellite. The FAP is implemented to prevent unfair use and an unacceptable use of the network.
Does the Fair Access Policy apply to both upload and download?
Yes, traffic volume is measured on both the inbound and outbound connection and is measured over five time periods, as shown in the table below.
| Volume | Monthly Service Options | |||
|---|---|---|---|---|
| Time Period | Basic 2.4GB | Bronze 4GB | Silver 6GB | Gold 12GB |
| 1 hr | 120 MB | 200 MB | 300 MB | 600 MB |
| 4 hr | 240 MB | 400 MB | 600 MB | 1200 MB |
| 1 day | 400 MB | 650 MB | 1000 MB | 2000 MB |
| 1 week | 1000 MB | 1650 MB | 2500 MB | 5000 MB |
| 4 week | 2400 MB | 4000 MB | 6000 MB | 12000 MB |
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 above to check the services.
What happens if I exceed my traffic usage, will I be cut off?
No, you will not be cut off but your bandwidth will be reduced until you come out of restriction. This is to help maintain a quality of service for all users.
Is the Fair Access Policy applied 24 hours a day?
Yes, there is however a night time policy where only 50% of the total transferred data volume is counted in the calculation. This is from the hours of 12 midnight till 6am.
Can I check how much traffic I am using?
Yes, you can request a copy of your FAP graph from our support team. We are also working on an online facility and hope to have this service available in the near future..
Can I get more advice on the Fair Access Policy?
Yes, a member of our support team will be happy to discuss any questions you may have.
Is the equipment/service mobile - can I use it at different locations?
If you are looking for a transportable system that can fixed to a vehicle please check our mobile system section.
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.
(My) Installation
Please see our “How It Works” page for more information on the hardware and the installation.
Do I require planning permission or other permits?
Though conditions may vary slightly from county to county, normally planning permission is not required for your satellite dish provided you do not have other dishes on your building.
If your building is a protected historical building official permits will be required.
Also, 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. However, since it is what we do for a living, we’re always pleased to offer you advice based upon our knowledge and experience but any final decisions & responsibility do remain 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 get written authorisation from the landlord approving the installation. Avonline will normally require a copy of this prior to installation.
What happens if/when I move?
We are happy to advise on de-installation and re-installation charges. Moving the antenna/dish to another location, whether on the same building or otherwise, must be undertaken by an approved installer.
When planning your first installation, please give careful consideration to the location of your dish to minimise the likelihood of requiring a move.
Must I purchase the equipment?
Yes. To receive the broadband service it is necessary to have the satellite dish and relevant modem. You will need to purchase the equipment outright at time of order.
How long will it take to get installed and operational?
We usually get customers installed within two working weeks. We do need to get all of your order paperwork correctly completed before we can start. This includes your Service Agreement, Direct Debit Mandate and Initial Payment for the hardware and installation. Our team will telephone you to carry-out Pre-Installation Survey and to arrange a convenient installation date.
How do I know if I have line of sight for the satellite?
There is a neat new tool on our How It Works page which allows you to type in your postcode and see which direction your dish will face. Click Here to find out more.
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?
Put simply, a satellite dish (outdoors) and a small modem (indoors). Generally we provide a 96cm 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.
Technical questions
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. Our latest Satellite Broadband services 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.
Why does ping not work/give very slow response?
Due to latency, when a network tool like ping typically sends small data packets, this accentuates this issue. Try using ping -t -w 2000 'address' to get round this problem. In our experience, there are much better and more reliable ways of testing for this type of network.
How can I check what download/upload performance I am getting?
Click here for an independent performance testing program
This will give a good idea of your systems performance.
You can also use Avonline's FTP server to accurately check upload and download performance. Please contact our Technical Support team to arrange a test.
Do I need additional software?
No, as Avonline’s Tooway service is designed to be plug n’ play. We do however advise you to use a hardware or software firewall and an anti-virus program.
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.
Does the satellite service get affected by weather?
The standard dish installation is designed to withstand 60mph 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.
Can I get a connection faster than 3.6Mbps?
Not currently, but in the future yes. In 2011, we expect satellite Broadband speeds to exceed 10Mbps. When we do reach this point, we will be giving our current customers the first option to upgrade to the new services.
