What services are available to me?
i Subject to possession of eligibility code
ii Eligibility code authentication will be verified prior to acceptance of order:
- Avanti Packages - Nationwide
- Tooway Home packages on beams 22,24,35 & 45 only
Is the satellite broadband contended?
The satellite broadband service is contended in a similar way to many other broadband technologies. The satellite platform is shared (ie contended) between all users. The contention happens during busy periods. Popular websites also have to share their services and sometimes websites cannot handle the volume of traffic using them and your connection may slow down or even stop as a result.
Do you operate a fair share policy or traffic shaping?
As with similar satellite and terrestrial ADSL services, this Service uses a pool of capacity shared between the individual users using the Service. Most satellite operators therefore apply a fair use or fair access policy to their satellite broadband services. The purpose of the Fair Use Policy is to ensure that customers and users experience a “fair share” of that capacity whilst aiming to provide all Users with a quality service by avoiding the saturation of the network by a limited number of heavy users.
The Tooway broadband service Fair Use policy has an inclusive 30 days data volume allowance in GBytes (“GB”) where 1GB is 1024 MBytes (“MB”). This is the combined download and upload data consumed by all devices connected behind the satellite modem. Once this has been exceeded the maximum speed available for that service is reduced significantly until the next monthly volume allowance is applied, or alternatively you upgrade to a higher service package.
Monthly Volume Allowance with Graduated Fair Access Policy and Volume Boosters Option per Service - Each Service has associated with it a number of sliding measurement windows, (typically 1 hour, 4 hours, 1 day, 1 week, 4 weeks). The Service traffic volume is measured continually in each sliding measurement window. If the volume exceeds a threshold associated with each window the maximum throughput speed will be constrained, such that utilization likely to exceed the Monthly Volume Allowance is progressively constrained. The constraint is applied until the measurement in that window no longer exceeds the threshold.
Once the Monthly Volume Allowance has been exceeded the maximum speed available for that service is reduced to 64kbps/64kbps peak down / upstream** until the next MonthlyVolume Allowance is applied, or alternatively the Customer can (i )upgrade the Service to a higher Service package (See section 24&26), or (ii) purchase additional 1GB Volume Boosters for that Service.
**Not applied to Home100 Service for which beyond their 100GB Volume Allowance, only web & email are provided at anytime.
Additionally for Home10 and Home 25 Services once they have exceeded a 2 GBand 5 GB usage threshold respectively, their upload is limited to max 3 Mbps for the rest of the accounting period.
Accounting Period - The Monthly cycle for the Volume Allowance starts on the first activation date of each Service.
Night Zone - On the Home 22-25, Home 22-40 and Home 22-100, unmetered usage is available from 2300 to 0500 UTC (Coordinated Universal Time, ie GMT) at the nominal peak speeds.
With Avanti’s Fair Use Policy, they gradually reduce the headline download and/or upload Service Package speed in steps corresponding to every 20% utilisation of the monthly inclusive GB by the Customer. Upon the Customer exceeding their Monthly Inclusive GB limit their Service Package speeds is further reduced to a headline speed of 64kbps download and 32kbps upload for the remainder of the Monthly Inclusive GB period.
How many devices (computers, tablets, etc.) can I connect to my Satellite Broadband Service?
Similar to any local network, all devices connected behind the satellite modem will be sharing the broadband connection. The more devices you are using simultaneously, the more apps you have running at one time on each device (including background apps such as security software updates) and the heavier their data usage, the slower each app will appear to be.
Can I install it myself?
Installation is recommended by our professionally trained installers as the alignment/pointing of the antenna has to be much more precise than for satellite television reception.
What does broadband usage mean?
This is the combined download and upload data consumed by all devices connected behind the satellite modem typically your 10GB a month usage will provide:
- 2,500 songs (based on 4MB musicfile)
- 15 movies (based on 700MB moviefile)
- 10,200 photos (based on 1MB digital photo)
Automated software and security updates on each of your devices will also use your monthly data allowance.
How can I determine my current Data usage?
Under normal conditions, you can use the following information as a guideline:-
- Music Albums0.1GB
- Music (mp3), 1 mp3 file0.3GB
- 5 Min Video Clip on YouTube0.1GB
- Low Definition Film0.75GB
- 40 Hours Web Surfing1.0GB
- 8 Hours of Internet Radio1.0GB
- DVD Quality Film4.5GB
Can I use Satellite Broadband for on-line gaming?
In principle on-line games yes and games that don’t involve fast real-time interaction should work fine on Satellite Broadband, but it is not recommended to play so called “first-person shooter” games. Any kind of combat or game that involves the need for an immediate reaction will not work so well just due to the extra time involved in the trip to the satellite and back that your data has to make.
What is the average browsing speed for my Satellite broadband service?
The average browsing speed for a satellite broadband service is 10 seconds for a low contentsite like www.google.com.But for larger websites with high content, for example www.bbc.co.uk, it can take up to 10-20 seconds to load completely.
You can make a couple of changes on your PC settings to assist your browsing ability:
- Remove all proxy settings
- Try a different browser – some browsers perform better with certain websites than others. We recommend Google Chrome and Firefox.
What if my home is a listed or protected building?
Though conditions may vary slightly, normally planning permission is not required for the antenna you will be supplied with,provided you don’t have other dishes on your building. If your building is a protected historical building official permits may be required. Most issues with planning (or if you have a listed building) can be overcome by installing the antenna on a brick (not-listed) outbuilding or down at ground level.
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.
I do not own my home?
If you are not the owner of the property you live in. It is your responsibility to obtain your landlord's permission.
Can I run a VPN connection on my Satellite Broadband Service?
SSL based VPN solutions do work over satellite. IPSec based solutions generally do connect OK but their performance is typically greatly reduced. If an IPSec solution is required then a satellite friendly VPN Gateway VPN solution, is strongly recommended.
Are there any minimum requirements for computers?
Any computer (MAC, Windows or Linux OS) with an Ethernet network card can be connected to the satellite modem. No additional hardware or computer software is required.
Do I need a telephone line?
No, Satellite Broadband services operate independently to your existing phone provider.
Does the weather affect your satellite broadband?
Rain or snow can interfere with signal strength. Antenna reception may be degraded by heavy rain or snow or by a build-up of moisture, snow, or ice on the antenna. Our systems automatically increase power levels to compensate for these conditions. If the interference is strong enough, the modem may stop receiving signals from the satellite and stop transmitting. The standard dish and mount is designed to withstand 100 mph winds.
Why does satellite broadband have increased latency?
Every time a satellite broadband subscriber sends a command to fetch a Web page, the request must travel 22,300 miles (35,738 km) to a satellite in geostationary orbit. From there, the signal travels another 22,300 miles back to earth, to the satellite service provider,where it is routed to the internet, data is exchanged, and is then sent 22,300 miles back to the satellite. Once the satellite receives the information, the page data must travel the final 22,300 miles back to the user. The average latency is 500-700 ms and this unavoidable 'delay' can affect performance on some multiplayer online games.
Can I get broadband over a wireless network in my home?
Anyone can set up a wireless network in their home so that they can go online from more than one PC or use their broadband in different rooms. You will need to purchase your own wireless router and these devices are available from most high street computer stores. Please note that we do not offer customer support for these devices, and all technical queries must be directed to the device manufacturer or the point of purchase. Look for a wireless router with an Ethernet input (sometimes known as a cable router) rather than a combined ADSL modem/wireless router, as they tend to be simpler to setup.
Will I receive a public IP (dynamic or static) address?
Home/Consumer users will receive a dynamic Private IP address.We recommend that you install firewall software on your PC to ensure that your data remains safe. If you need a static public IP address (e.g. for some hardware based VPN solutions), then please enquire about satellite broadband services for business use.
Can I keep my current email addresses?
Satellite Broadband service can support multiple email addresses. However, you will need to check with your existing ISP that you can access your current email address from a different network than your current ISP, and the setting required to set up your email client.
Will VoIP (Skype) work on your satellite broadband?
VoIP products such as Skype are not currently promoted. As such, you are welcome to use VoIP but there is no guarantee that Voice quality will be maintained throughout the call. However you should be aware that free VoIP services like Skype aren’t suitable for making emergency calls like 999 and so don’t compromise your safety by leaving internet phone calls as your only means of communications if you live in a remote location.
Can I host my website?
No, website hosting is not offered by Satellite Broadband, These services can be obtained by dedicated Website hosting companies.
What about Internet security?
It is strongly recommended that you purchase and install firewall and anti-virus utilities for all computers which are connected to the Internet, kept up to date and correctly maintained, this should ensure that your Internet experience is safe and secure.
Can I use online speed test sites to test the speed of my satellite broadband?
There are many speed test services available on the Internet. However, less than 1% of Internet access is performed using satellite networks and as a consequence the vast majority of speed test services are tuned for terrestrial wired services such as SuperFast fibre and ADSL. They will give a result, but it will simply be incorrect.
For an accurate speed test, we will ask you to download from our server to eliminate all other possible causes that are outside of our control. As with any speed test on a contended broadband connection, your broadband speed results may vary by time of day, and accuracy will be affected by anything else you're doing on the computer.
When running a speed test :ensure your computer is directly connected to your satellite modem via a wired Ethernet Connection (i.e. not via wireless router or power line adapters), ensure that any wireless adaptor in your computer is switched off, close any programs that may be running on your computer, and ensure that no other people or devices are using the broadband connection.
Minimum contract for provision of service is 12 calendar months from date of installation.
Contracts cancelled within the Contract Term will attract a pro rata cancellation fee based upon the number of full months left within the Contract Term.
Downgrade of Service Policy
Services supplied under the original Contract Term can be downgraded to a lower level of service, however downgrading is regarded as cancellation of service (see 24). A revised service provision will activate a new contract term.
Can I buy additional Data Allowance?
Additional data bundles are available for both the Tooway and Avanti Service as per the table below.
|Tooway Booster Packages ||INCL VAT |
|1GB Volume Booster (per request) ||£7.63 |
|10GB Volume Booster (per request) ||£63.36 |
|50GB Volume Booster (per request) ||£254.88 |
|100GB Volume Booster (perrequest) ||£381.60 |
|Avanti Booster Package |
|1GB Volume Booster (per request) ||£6.26 |
Can I check how much of my Data allowance is being used?
You can check the performance of the connection from your satellite terminal, over the satellite connection and to the satellite hub gateway. From a PC connected to your satellite terminal,you can monitor your usage via the following usage monitoring websites:
Ka Spot Beam UK Map.