FAQs

Broadband means very simply, a high-speed connection to the Internet that is 'always on'. Satellite broadband can now deliver up to 22Mbps* download speeds across Europe.

* - Like all UK broadband services, all of the speeds quoted in our website are what is commonly referred to as “up to” speeds. You can access our Fair Access Policy section at the foot of our webpage.

Yes - satellite broadband is available ANYWHERE in the UK (and mainland Europe as well) – it really is as simple as that. As long as there is electricity and you can see the sky, we can deliver fast broadband wherever you need it today.

We offer several different satellite broadband services with the widest range of data choices for consumer and business. What service or package you choose depends on what you will be using broadband for and how many people will using the system. Our standard consumer packages come with monthly data allowances that stretch from 5GB to 150GB. We also offer unlimited (uncapped) overnight options on selected packages. There are different choices for consumer and business alongside specialist industry specific solutions like broadcast and SNG.

You can see what monthly data you might need on our Package Chooser page. If you are still unsure what package to choose and you would like some free, impartial advice, please call us on 01869 222 895 during office hours and we would be happy to help you.

Data usage really depends upon how many users use the service and what main types of online activity do they enjoy. We have a table on our Package Chooser page that gives a recommended range of packages for most households.

All satellite services suffer a small (0.7 second) delay known as latency, this has a varying impact upon different internet uses. This means that there are a few specialised uses where it is important to select the correct system for but other than that, there is not much difference between satellite and other broadband services.

In general, no satellite service is ideal for:

• Online gaming and peer-to-peer networking
• Some remote control software
• Certain VPN applications

If you specifically need to do one or more of the above, we recommend that you call us for some advice before you make any decision and we are always happy to advise on such matters. See also the Technical section below that has further information on latency.

Avonline Broadband is the UK's largest provider of satellite broadband services. We have already connected over 10,000 customers to the latest satellite broadband services.

Amongst other reasons that you can find on the About Avonline page, we offer our Unique Service Promise guaranteeing service levels and price plus our fibre guarantee which means that we’ll upgrade you to fibre if it becomes available where you live.

We offer several different satellite services that offer 15, 22 or 30 Mbps maximum download speeds and 2 or 6 Mbps maximum upload speeds. All satellite packages are "up to" services which means that speeds will vary depending on network usage by all customer. However, at Avonline, we offer customers on our Avanti service a Unique Service Promise which guarantees an average speed of 9Mbps averaged across all customers on a rolling 30 day basis. Find our more about our Unique Service Promise

You supply the computer; a trained installation engineer will install the satellite dish (outside) and connect it to a modem (inside) and also set-up your wireless router if you have purchased one from us.

No you do not.

In fact, if you wish, you can use your satellite broadband service to completely replace your BT landline service. You can also keep your existing telephone number and equipment if you purchase our low cost VoIP service.

Yes. By purchasing a wireless router, anyone at your location can access the broadband connection without needing to physically connect to the modem (hence "wireless"). For most people, this is the easiest way to facilitate multiple users accessing the service at the same time.

When you choose our professional installation service, we will ensure your Avonline wireless router is correctly configured (at no extra charges) when we install your system to make sure it is both secure and working properly. We sell a range of wireless routers to suit all locations from smaller houses with one or two users through to larger properties with four or more users. If you tell us what you need to do, we can recommend the right wireless router for you.

Yes, each package has a monthly data allowance. Our packages have a fixed data allowance each month. Once you’ve used up your allowance for the month, your system effectively stops until the next month’s data allowance is credited to your account. If you do run out of data, you can buy booster tokens or upgrade to the next package – see below.

Some packages also offer unlimited (or uncapped) data downloads during the overnight period (e.g. 00:00 to 06:00). If you have this feature, the data used during the qualifying period does not count towards your fixed monthly data allowance.

Depending on which satellite operator is providing your service, there may also be a Fair Access Policy ("FAP") which sets certain limits on how much and when you can use your data such that all customers have the opportunity of fair access to the service. See below.

If it applies to your service, the "Fair Access Policy" (“FAP”) sets out how the Satellite Operator controls the data passing through their satellite to allow the fairest access to all users. The FAP is implemented to prevent unfair use by a small minority of customers or for anything considered to be an unacceptable use of the network by the Satellite Operator.

The Fair Access Policy may change from time to time at the discretion of the Satellite Operator. Any customer whose usage exceeds the limits set by the Satellite Operator will be classed as a Heavy User and will see their speeds reduced during periods of high network usage until their usage drops back to average levels.

Usually the FAP applies to both upload and download traffic i.e. traffic volume is measured on both the inbound and outbound connection.

Due to the distance travelled by the signal to/from your computer and Satellite Operator’s base via the satellite, all satellite technologies exhibit a short delay between the sending and receiving of any signal at either end. This delay is approximately ¾ second (700 milliseconds). For many applications, it is barely noticeable but where the programme that you are running is frequently sending or receiving multiple smaller data files (e.g. online gaming) the effect can be more pronounced.

If you have any questions on latency, please call us on 01869 222 895 and we'll be glad to help you.

The latest Ka band satellite broadband services have a number of features specifically designed to make them robust to most European weather conditions so in general snow or rain should have little impact upon your service. However, torrential rain or very heavy, wet snow may cause a temporary slowing of speeds only in the most extreme conditions.

Our latest services will automatically increase power levels to counteract such conditions. All this happens automatically so if you do experience any slight slowdown in speed, it will normally not last for very long and will return to normal operating speeds by itself. In addition, a standard dish installation is designed to withstand 90kmh winds.

If you received a discounted rate, most commonly for the first 12 months of a 24 month contract, but occasionally a 3 month special offer, after the discount period, we will automatically increase your monthly service charge to our published Recommended Retail price (“RRP”).

The current RRP’s for packages that have been offered with an introductory discount are as follows :-

In accordance with our current Terms and Conditions (see Legal section in footer) we may charge the following amounts according to our prevailing conditions of our service with you :-

We reserve the right to change our terms and conditions from time to time, the latest version is always accessible via our website in the legal section.

• March 2014 – Update to Version 7.0
  • Revision to Fair Access Policy information to incorporate expanded product range (Avanti) and new FAP on website;
  • Expansion of Installation section to accommodate new spread payment option;
  • Minor revisions to Equipment section to reflect new pricing offers and throughout to reflect availability of Customer Portal.