Support - FAQ

How does onwave work?

I’ve tried before and I just can’t get broadband. How does onwave differ?

Do I need any special equipment?

How big is the onwave dish?

I am moving House, can I move my dish?

What happens if I reach my monthly download limit?

What is a Booster?

How long is the process, from booking to installation?

Does it support VOIP/ Skype?

Do I need a phone line?

I've heard of latency issues with satellite broadband. What does this mean?

Do I need my landlords permission for satellite dish installation?

What are the non-standard installation charges?

Can I send the broadband signal throughout the house?

Do software limitations exist?

Can the installation engineer connect up my home network?

Is it possible to play online games?

Where are onwave's broadband services available?

How will I receive my bill?

Will I be able to keep my number with onwave's phone solutions?

Does weather affect the dish?

Can I use a Security Camera with onwave’s satellite broadband?

Can I have a static IP address?

Can I host a webserver or email server with onwave’s satellite broadband?

Can I access my computer remotely?



How does onwave work?
Our services are delivered over satellite. We install a small satellite dish on your house and your Internet connection is established through that. We don’t use a phone line or connect to a cellular or wireless network. An onwave dish pointed at the satellite (in the sky) is all you need to get fast, high quality broadband.

I’ve tried before and I just can’t get broadband. How does onwave differ?
Most Internet services connect you over a physical line (telephone, cable etc.). But not everywhere is connected and some places that are connected don’t have a connection that can deliver fast broadband. Mobile and Wireless networks also carry broadband but these aren’t available everywhere either. Because our satellite is in space, it can see every part of Northern Europe. With an onwave dish pointed to this satellite you have connectivity. It’s that simple.

Do I need any special equipment?
onwave provides everything you need as part of the installation. We install a satellite dish and run a cable directly to a modem that’s placed inside your home. You can hook your computer directly into the modem or set up a wireless network by connecting a Wireless Router (available on request). TV customers also get a set-top-box. Everything is operational before the technician leaves.

How big is the onwave dish?
Our standard dish is 72cm.

I am moving House, can I move my dish?
If you are moving house onwave will be happy to reinstall the equipment at the new location. Call onwave technical support to schedule the move.

What happens if I reach my monthly download limit?
If you exceed your volume allowance, your service will slow down. Customers should refer to the Fair Access Policy to understand how this works.

What is a Booster?
Customers who exceed their volume allowance can purchase an additional data allowance. This additional capacity is called a Booster. Each Booster increases your data allowance by 1GB and can be purchased from onwave. Customers can call 0845 434 0434 to purchase a Booster.

How long is the process, from booking to installation?
Under normal circumstances you should be installed & operating within 10 working days from providing payment details to onwave.

Does it support VOIP/ Skype?
Yes, all of our broadband packages support VOIP and Skype.

Do I need a phone line?
No, the onwave satellite system does not require a telephone line.

I've heard of latency issues with satellite broadband. What does this mean?
Because data has to travel between your computer, the satellite and the Internet Hub, there is some latency (between 650 - 800 milliseconds). While this is insignificant for most users, the onwave service employs software techniques to minimise this lag. This includes an Internet Protocol Accelerator, IPA. For example, when a web page is requested, the IPA strips out surplus protocol data and requests, and retrieves the page in fewer larger 'pieces'. This technique is ideal for handling large files and email downloads.

Do I need my landlords permission for satellite dish installation?
If you do not directly own your building, you will require the permission of the landlord to install a satellite dish and this should be obtained in writing. onwave does not take any responsibility for obtaining such permissions from landlords or for any consequences should such permission not be obtained by the customer.

What are the non-standard installation charges?
onwave endeavour to complete at advertised cost with standard equipment. Should this not be viable we will advise at the time of our visit and request your authorisation for any additional charges before work is carried out.

Can I send the broadband signal throughout the house?
Yes. Each computer needs to be enabled for wireless connectivity. onwave can provide you with a Wireless Router. Please click here for more details.

Do software limitations exist?
No, we provide support on all standard operating systems including Windows, Linux, Apple OS(MAC). In order to ensure you get the most out of your Internet experience, onwave has developed these minimum requirements: Windows 2000 PE or higher (including Windows XP and VISTA) or Mac OS 10.1 or higher, and Network capability (10/100 Ethernet pre-equipped). Additional equipment compatibility can be advised upon request.

Can the installation engineer connect up my home network?
Due to the complexity and bespoke nature of some businesses and home networks we will not as standard connect the system directly in to a network.

Is it possible to play online games?
Yes but due to latency some game play will be impaired. This may impact the total data consumption.

Where are onwave's broadband services available?
onwave can provide broadband, phone and TV services anywhere guaranteed. Our solution offers high speeds without needing to live next to a telephone exchange or have line of sight to any communication masts.

How will I receive my bill?
Your bill will be sent monthly by email to the email address that you have provided us with.

Will I be able to keep my number with onwave's phone solutions?
Yes, onwave phone solutions allow you to keep your existing phone number.

Does weather affect the dish?
The service is designed to cope with most weather conditions. During periods of extremely heavy rain or snow the radio signals could become attenuated (reduced) and you may experience a slight "slowing" of the service for such a period. There are, however, sophisticated and automatic measures to effectively increase the power of your system to compensate for any attenuation.

Can I use a Security Camera with onwave’s satellite broadband?
Yes, however there are products and scenarios where there can be difficulty with this application. Some security camera systems with remote login capability may not function correctly on onwave’s residential connections. onwave’s residential broadband products do not allow unsolicited incoming connections from outside sources; this is to protect your home network and computers from malicious external threats. Currently there is no option to “open” ports on a residential service. onwave’s business services are more suitable for these scenarios. Security cameras that stream data to an external server may work on residential services but you are advised to check with onwave before purchase. “Always On” camera systems can use significant bandwidth which may cause you to inadvertently violate onwave’s Fair Usage Policy

Can I have a static IP address?
Yes, all onwave’s Professional services come with a minimum of 1 useable static IP addresses however it should be noted that onwave’s residential service do not come with a static IP. There is not currently an option to purchase static IP address for residential services. Onwave’s business broadband services come with a minimum of 4 useable static IP addresses.

Can I host a webserver or email server with onwave’s satellite broadband?
Yes, onwave’s business services are more suitable for deploying servers that need to be remotely accessed. onwave’s residential broadband products do not allow incoming connections from outside sources; this is to protect your home network and computers from malicious external threats. Currently there is no option to “open” ports on a residential service. There are no restrictions on accessing email hosted elsewhere or on accessing webmail such as Hotmail or Gmail.

Can I access my computer remotely?
Most remote access software such as Logmein or Teamviewer will function correctly as they establish a secure “tunnel” through which to accept connections. However due to the distances involved with satellite communications there will be a slight delay. Extended use can consume significant bandwidth which may cause you to inadvertently violate onwave’s Fair Usage Policy