Phone: (44) 07891 216529 Email: ashley.loxton@loxtonconsultancy.co.uk

Satellite Broadband FAQs

shape
Satellite Broadband FAQs
Is the performance presented by Tooway really achievable? How fast is Satellite Broadband?
Unlike ADSL land connections, where the quality of service is proportional to the distance between the subscriber and the access server, satellite broadband Internet access technology does not suffer from this problem. In order to share the satellite resource fairly among all subscribers, Tooway controls and lowers when necessary the performance of very large bandwidth consumers – heavy downloads of HD movies taking a little more time, for example, – so that those traffic spikes do not affect the Internet connection for the vast majority of Tooway users
Who controls the network? What is Broadband?
Located in the SkyPark teleport in Turin (Italy) the platform and hub operations for the Tooway™ network are operated by Eutelsat’s broadband subsidiary Skylogic. Dedicated staff work at the teleports to maintain the highest availability of service.
You can find more information on www.skylogic.com
Are satellite signals harmful?
No. The International Commission for the Protection against Non-Ionizing Radiation (ICNIRP) indicates that emissions operated in the KA band do not present any health hazards. These signals or waves are much less powerful than those of a simple mobile phone and they are only directed towards the Tooway KA-SAT satellite.
What is « Ka-band » and what are its advantages?
Broadcasting satellites operate primarily in the Ku-band frequencies, offering a wide geographical coverage with a single footprint. Tooway™ operates in the Ka band. Ka-band capacity is on Eutelsat’s KA-SAT satellite, the biggest High-Throughput Satellite in Europe. KA-SAT is located at 9°East, at Hotbird™ fleet’s neighbourhood. KA-band has the advantage of being much more concentrated than the Ku band and can transmit more information with narrower beams, allowing the frequencies to be reused significantly, making subscription rates much more attractive. The available and larger amount of bandwidth supports higher transmission flow rates and therefore delivers maximum speeds for subscribers. Ka band higher frequencies also help subscribers to use smaller, less expensive antennas.
Can I integrate Tooway into a network? Do I need a phone line?
Yes, you just need to connect an IP router between your network and the satellite modem. A home Wi-Fi network with Tooway™ is available for a small additional fee. Alternatively, all Wi-Fi routers can be connected to the Tooway™ modem, which allows you to use wireless browsing.
Loxton Consultancy Ltd. Satellite Broadband services

Loxton Consultancy Ltd. offers services from two satellite operators - Avanti and Eutelsat, across Europe and the Nordics.

Can I have access to triple-play services with Tooway?
Yes. Tooway™ provides access to satellite TV by simply adding a small piece of equipment to the satellite dish to receive the free and pay channels. Tooway also permits the use of VoIP (Voice over IP) technology to enable phone calls to be made and received. This service can be provided by Loxton Consultancy Ltd. complete with a dedicated phone number.
In case my Internet connection fails or does not operate properly, who should I contact? How does your customer service operate?
For any customer service issues, please contact Loxton Consultancy Ltd. on 07891 216529 or the dedicated Avonline support desk on 0303 303 3131 option 4.
Why should I get satellite broadband from Loxton Consultancy Ltd.?

Avonline Broadband is the UK's largest provider of satellite broadband services. They have already connected over 10,000 customers to the latest satellite broadband services. Avonline Broadband is a division of Avonline plc, serving customers since 1981.

How fast is satellite broadband?

We offer several different satellite services that offer 15 or 22Mbps 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.

What equipment do I need?

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.

Can I install it myself?
We recommend a professional installation by one of our trained installers or via our network of accredited installers.
Do I need a phone line?

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.

Can I use a wireless router ?

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 wireless router, purchased from Loxton Consultancy Ltd., 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 -see.

Can I connect more than one user to the service?
Yes – please 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™?
No reputable satellite broadband provider should recommend satellite broadband for the majority of online gaming due to the latency (i.e. the time it takes the signal to get up and down from a satellite 22,000 miles high) – see explanation under Technical questions, if you need more information.
Technical questions
Can I have a fixed Public IP?
Tooway business packages include one fixed IP address but up to 3 additional fixed IP addresses can be purchased. Home packages use dynamically assigned IP addresses and port restrictions apply; on Business packages, all ports are open, and on Home packages Outgoing ports are open, but incoming ports are blocked.
Can I run a VPN connection on my Tooway system?
In theory yes, however; we recommend utilizing SSL based VPN solutions over satellite.
How many different email addresses do I get with my Tooway subscription?
With a subscription to any Tooway service package you are entitled to six free email addresses. Connecting to multiple computers and also game consoles, tablets and other smart-phones is, of course, possible.
Can you explain what latency means?

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 07891 216529 and we'll be glad to help you.

How can I check what download/upload performance I am getting?
See responses above in section "Data and Fair Access policies""
Does the satellite service get affected by weather

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.

Broadband via satellite
What is broadband?

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 Avonline Fair Access Policy section at the foot of their webpage.

Can I really get reliable Satellite Broadband anywhere in the UK?

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.

How do I choose the service that's right for me?

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.

If you are still unsure what package to choose and you would like some free, impartial advice, please call us on 07891 216529 during office hours and we shall be happy to help you.

How much data will I need?

Data usage really depends upon how many users use the service and what main types of online activity do they enjoy. It doesn’t matter whether you get this right or not at the start as we offer a 90 day no quibble, upgrade or downgrade service that’s free of charge.

Download GB Required 30GB per month - indicative usage per month
1 Music Album of MP4 files 0.05 GB 600 albums
30 minute streamed video eg. iPlayer/youTube 0.5 GB 60 episodes
Movie download (SD) 0.75 GB 40 movies
24 hours web surfing 1.0 GB 30 days of surfing
8 hours of internet radio 1.0GB 30 working days of online radio
100 x 8MP photographs 0.5 GB 6,000 photographs
Am I charged for the time my broadband modem or computer is online?
No. With our packages you pay a set service charge by direct debit each month for a fixed volume of data no matter how often you use it. If you happen to use all of your monthly data you can simply pay to top up with data boosters until the next month (a bit like Pay as You Go Mobile) or alternatively you can simply upgrade to the next package.
Does Satellite Broadband have any limitations I should be aware of?

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 that has further information on latency.

Questions about data and fair access policies

Avonline have a web page dedicated to data management and fair access policies "Fair Access Policy" (“FAP”). The satellite operator may update these policies from time to time so Avonline will always hold current and legacy policies on this webpage for customers to access. Some of the more common questions are covered below.

Are there limits to how much data I can transfer?

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. You can check your usage level at any time via the Customer Portal. You will see 7 blocks greyed out representing 1 month’s usage. As you use data the block will change to blue, representing a seventh of your Data allocation.

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.

What is a Fair Access Policy?

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.

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 severely reduced until you start the next monthly cycle. This is to help maintain a consistent quality of service for all users.
Can I buy more data if I exceed my traffic usage?
Yes – you have two choices. If you think that you would be better suited with the data allowance on the next package, we can upgrade you quickly, usually on the same day that you ask us to. You will then benefit from the additional data (on a pro-rata basis for the upgrade month). Alternatively, if you need additional data for a one-off purpose, you can purchase booster tokens, starting at 1GB, which can be added to your account at anytime.
Is the Fair Access Policy applied 24 hours a day?
If it applies to your service, yes it is.
Can I check how much traffic I am using?
Yes, you can check this easily via the Customer Portal. You will see 7 blocks greyed out representing 1 month’s usage. As you use data the block will change to blue, representing a seventh of your Data allocation. We can also arrange to message you when you are close to your monthly limit during any cycle.
How can I check what download or upload performance I am getting?
You can check the download and upload speeds of Tooway installations by using the following link: http://speedprobe.skylogicnet.com For Avanti, we recommend the BBC iPlayer speed checking tool which can be accessed via http://www.bbc.co.uk/iplayer/diagnostics.
Getting Installed

Usually, getting installed is a two to three hour process that is very straight-forward. Different methods of installation can be found at http://loxtonconsultancy.co.uk/loxton/methods.php

I live in England but I have a house by the sea in Italy, without access to the Internet. Can I subscribe to Tooway?
Certainly. Eutelsat KA-SAT offers 100 % fast internet coverage across Europe and the Mediterranean Basin, with the same great quality no matter where you are.
If you live in a rural area, there is no longer any need to pay for expensive connections from your home to an existing network or wait for a modern network to be built in your area. Because Tooway™ is delivered direct to your business or home, via satellite, our service is available immediately everywhere.
Do I purchase the equipment?
We offer you the choice of outright purchase upfront or hardware rental with a small monthly payment. On our monthly rental option, we are always responsible for making sure that your system is working. If it breaks at any time, it is our responsibility to repair or replace it for you. If you purchase the hardware outright, we offer a 12 month warranty on the hardware.
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 any Initial Payment for the hardware and/or installation. We shall telephone you to arrange a convenient installation date if you have asked us to install your system.
What does a Standard Installation consist of?
The standard installation allowed for in our Professional Installation service includes mounting the dish and wall bracket 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. We will also configure and set-up your wireless router if you have purchased this from us. We may ask you to complete our Installation Acceptance form for quality control purposes.
What happens if/when I move?
If you wish take the hardware with you, 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 accredited installer. If you have rented the hardware from us and you wish to terminate the contract, please remember that it is your responsibility to return the hardware to us safely and promptly or you can request us to collect it from you (additional charges apply).