Frequently Asked Questions


1. Why Should I choose Simply Balanced Business Services to supply my Satellite Broadband Internet?
2. How can I contact you if I have a problem?
3. What is satellite broadband internet access?
4. How does satellite internet work?
5. I've read that some people in Scotland were unhappy with satellite internet systems?
6. Isn't the government going to do something?
7. When will BT provide me with fast broadband?
8. How much does Satellite Broadband Internet cost, why is it so expensive?
9. It looks expensive; how can I justify this?
10. Are there any grants?
11. Why should I have a site survey?
12. What if I decide that I do not want a survey and instruct you to come and fit the equipment?
13. Are there any hidden costs?
14. Is there a contract?
15. Can I get it in Scotland?
16. Can I use VPN to connect to my work office?
17. Can we get it on our oil rig?
18. Can I have a fixed IP address?
19. Can I use my existing satellite TV dish?
20. Can I get Sky® or Freesat® on a satellite internet dish?
21. Do I need a dedicated phone line?
22. Can I install it myself?
23. Can I use it for on line games?
24. Can you supply a Tooway for self install in Brittany?
25. Am I always connected?
26. Can I use Vonage, Vodafone or Orange on my Tooway system?
27. What is a Fair Use Policy?
28. Can we use satellite internet for backup communications?
29. Do you have an environmental policy?
30. Do you recycle old packaging?
31. What is RoHS compliant?
32. What experience do you have in this field?
33. Where are you based?
34. Why does Google Street View show a private house when I put in your business address?
35. Why do you charge for mileage?
36. Can you provide customer testimonials?
37. You claim to use top quality installation materials; describe these...
38. What speed can I get? What is meant by "Up to 15Mbps"?
39. Why is it so expensive?
40. Is your web site secure?
41. What uses my data? Where is it going?
42. How much data do I need?



1. Why Should I choose Simply Balanced Business Services to supply my Satellite Broadband Internet?

Unlike many Scottish installers who mainly install Sky and Freesat television dishes, SBBS have been installing commercial satellite communications systems for over 30 years. We have installed many different types from simple TV systems to large commercial earth stations both at sea and on land.

We take pride in our work and strive to ensure that our customers are satisfied. We believe that after sales service should be at the heart of our organisation, this is best illustrated through a high level of customer retention and recurring business. Many of the Company’s clients have used SBBS since inception due to the Company offering the highest standards of service, choice and value.

We will assist you to connect your devices, show you how to do this and will only leave when you are satisfied. Many installers will only install the satellite Internet equipment and show you it working on their own lap top or tablet; they will not connect your devices.

We only use the best installation materials (see below)

We carry out all our own installations; unlike many of our competitors we do not employ subcontractors.

Our Values - We believe in conducting our business honestly and ethically and provide a competitive top class service to our customers without compromising quality.We are honest about who we are and the services we provide.

Simply Balanced aspires to provide a better and more personal service than its competitors.

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2. How can I contact you if I have a problem?

We do not get many problems however, just in case, we provide a Basic Problem Solving page on our web site and provide full contact details to our customers. How many providers will give you the proprietor's mobile and private telephone numbers?

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3. What is satellite broadband Internet access?

It allows you to have a high speed two way broadband connection to the Internet via a satellite link.

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4. How does satellite Internet work?

Clients using satellite broadband services connect to the Internet via a satellite dish with receiving and transmitting capabilities. The satellite dish sends and receives signals to a satellite in geostationary orbit around the Earth. The satellite communicates with another earth station which is connected to the Internet. 2-way satellite communication means no other terrestrial links are required - no phone line is needed, allowing access to broadband anywhere.

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5. I've read that some people in Scotland were unhappy with satellite Internet systems?

This is true. Several years ago the Scottish Government rolled out an initiative with Avanti. Unfortunately in some cases the hype far exceeded the reality; the systems installed were early models on minimum tariff's and there were some teething problems with the service. Happily these issues are now a distant memory and with a new satellite and new Ka-band customer equipment Avanti offer a fast, reliable satellite internet service. More recently, in 2013 Tooway customers in England and Wales experienced some issues that led to poor download speeds; these issues have now been addressed by Tooway.

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6. Isn't the government going to do something?

Yes, the UK government has announced its Broadband Strategy however you will have to decide if it it is going to meet your needs in the foreseeable future. Business publications have been lukewarm about the announcement and it appears that If you live in the only house five mile up the glen you may have to wait a while.

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7. When will BT provide me with fast broadband?

You'll have to ask BT that question! Joking aside though, if you live in a remote location you might have to wait a long time for 21CN, Infinity or Infinity II to reach your area. Also, customers have told us that BT sales people will promise you the earth and then fail to deliver so we advise customers to seek their neighbours opinions prior to signing up with BT or any other broadband provider.

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8. How much does Satellite Broadband Internet cost, why is it so expensive?

Depending on your requirements the cost of a satellite Internet installation (satellite modem, antenna, two way RF package and installation excluding mileage) could be as low as £672 including installation rising to £807 including installation for an Avanti system. An Avanti Residential Standard monthly tariff costs £22.80 per month with a Fair Use Policy allowance of 7Gb. A Tooway Residential 25GB monthly tariff costs £44.95 per month with a Fair Use Policy allowance of 25Gb.

If the installation varies from standard additional charges may apply however these charges will be explained to you prior to work commencing.

Some installations will require a site survey; the cost of the survey is £50. There may also be a mileage charge and the costs of an overnight stay in a hotel, tolls and ferry fares if required.

You can see more detailed pricing information on our Tooway and Avanti pages (all prices quoted are subject to change).

Satellite Internet installation prices vary greatly depending on where you live and which seller you go to. Whilst some sellers may look inexpensive they may not be able to offer the levels of customer support that we can. Also, their  installation materials can be of poor quality, as can the standard of their installation; Simply Balanced has had to correct several poor quality 'professional' installations and customers have described having to wait weeks or even months for service in Scotland. Simply Balanced carries out its own installations, uses the best quality installation materials available (see below)  and is one of Scotland's leading satellite Internet service providers.

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9. It looks expensive; how can I justify this?

Satellite broadband Internet technology is not cheap however the good news is that the prices have been steadily falling in real terms over the past few years. And, depending on how important the Internet is to you, it could make the difference when deciding where to have your home or base your business. For example, the cost of the fuel used in say a forty mile round trip to your office in town every day for a week could pay for a monthly subscription (at the lower data volumes) whilst the cost of the equipment could be covered in as little as thirty weeks.

Let's look at the figures:
Assuming that your round trip journey distance is 40 miles, your car averages 30mpg and petrol costs 117.9p/ltr (price at WM Morrison Supermarkets PLC Inverurie 15/10/10)
40 miles @ 30mpg = 1.33 galls/journey
1.33 galls x 5 days/week = 6.66 galls/week
Petrol costs 117.9p/ltr = £5.36/gall
6.66 galls x £5.36 = £35.69

For a home based business this could also represent up to 8 extra working hours (or a day off if you prefer!) each week with savings on office rent, fuel, vehicle wear and tear and so on.  (This is a simplistic calculation and should be used as a guide only)

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10. Are there any grants?

From time to time grants are available from sources such as:
We will be happy to advise you if we know of any grants that are available.

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11. Why should I have a site survey?

Initially we will look at Ordnance Survey maps, satellite images and client supplied photographs to determine if there are any nearby hills or buildings that may get in the way; often this is all that is required. However if there is any doubt we will recommend that a survey is carried out to determine which satellites can be seen from the premises, possible obstructions such as trees or outhouses, the best location for the antenna and the type of mounting to be employed. Site surveys cost £50, there may be a mileage charge and are payable in advance.

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12. What if I decide that I do not want a survey and instruct you to come and fit the equipment?

We will agree an installation date with you however if the installation cannot proceed because the satellite cannot be seen from your location we will charge you for the full installation fee, mileage and any costs incurred.

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13. Are there any hidden costs?

Absolutely not! As no two installations will be the same we will carry out a detailed survey prior to submitting our quotation. You will know exactly how much you will be spending. There should be no surprises!

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14. Is there a contract?

Yes, there is a minimum 12 month contract for Avanti and 24 months for Tooway services. Other contract periods may be available and we will advise of these.

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15. Can I get it in Scotland?

Yes you can; our Avanti and Tooway based services are available over the whole of Scotland. Some areas in the north and west of Scotland may need a slightly larger dish.

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16. Can I use VPN to connect to my work office?

Customers using VPN to connect to servers at their work place should be aware that VPN connections via satellite can prove problematic due to:
1. The latency of the satellite circuit, typically 700-800mS. This is the speed taken for a packet of information to be sent over the satellite link and for an acknowledgment to return.
2. The asymmetric nature of satellite Internet systems, i.e. differing uplink/downlink speeds,
3. The encryption protocol used: performance enhancing proxies optimize protocol performance over satellite links by examining transport layer (TCP) headers. IPSec based systems deliver  the worst performance since IPSec obscures the TCP headers which the proxies rely upon, the two technologies are therefore  incompatible. This reduces the throughput dramatically to around 512kbps. SSL based VPNs work better over satellite links.
4. Some VPN’s require an IP address in order to function properly.

We have conducted trials using business class VPN's and VoIP telephones which have worked well; you are always welcome to try your systems on our Tooway demonstrator by appointment. We are happy to advise you however we suggest that you discuss this with your company's IT department

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17. Can we get it on our oil rig?

If you are on a fixed installation it may be possible if you are located in one of the coverage areas. Please email us with your latitude and Longitude and we'll see if it can be done. Please bear in mind that these system were envisaged by the manufacturer for small business and home use on land; they may not be suitable for use at sea or in hazardous areas.

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18. Can I have a fixed IP address?

Yes, though at extra cost. Usually our satellite system modems are allocated a private IP address via DHCP however some clients require fixed public IP addresses for use with remote monitoring equipment or scada applications, computer systems that monitor and control industrial, infrastructure, or facility-based processes. We will be happy to advise you on this. Dynamic DNS services do not work on satellite systems with a private IP address.

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19. Can I use my existing satellite TV dish?

No, your satellite TV dish will probably be pointing at a different satellite and is not designed to work with our satellite Internet systems. 

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20. Can I get Sky® or Freesat® on a satellite Internet dish?

No they use a different satellite.

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21. Do I need a dedicated phone line?

No, the satellite system looks after reception and transmission, so works completely independently of the telephone system.

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22. Can I install it myself?

Avanti based systems have to be installed by a trained and authorised installer. Tooway based systems can be self installed however we do not recommend this to our customers and no longer provide the kits. To ensure consistent quality we carry out all our own installations of Satellite Broadband Internet anywhere in Scotland.

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23. Can I use it for on line games?

It depends on the type of game. Miniclip for example works OK however due to the latency of the satellite circuit most online role playing gaming do not work well. Typical ping times are 700-800mS however they can rise to well over this.

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24. Can you supply a Tooway for self install in Brittany?

We no longer supply self install kits due to problems encountered supporting self installed equipment. We can put you in touch with a dealer who can provide Tooway self install kits for Spain, France, Switzerland and Ireland.

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25. Am I always connected?

Yes - extreme weather conditions can temporarily disrupt satellite communications, but often do not last long. From time to time the satellite modem and/or router may need reseting by unplugging the mains for a minute or so then plugging it back in again.

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26. Can I use Skype, Voiphone, Vonage, Vodafone or EE/Orange on my Avanti or Tooway system?

Skype works well over our satellite circuits as does Voiphone. We could not get Vonage to work for us and we understand that Vodafone "Sure Signal" does not work due to the satellite latency.

Please note that we cannot guarantee that any VoIP system will work on our satellite systems as this would be contrary to our wholesaler's Terms and Conditions however the VoIP telephones and adapters we supply have worked well for us so far over our 10Mbps Tooway system and we have successfully deployed our VoIP telephones and adapters to several Tooway and Avanti based customers in Scotland. Please see our Terms and Conditions.

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27. What is Fair Use Policy?

To ensure the highest level of service, each tariff is allocated priority thresholds. For all data transferred below these thresholds you will receive the data rates at the specified levels. Above this level your Satellite Internet service will not be terminated, hence allowing unlimited data transfer, but you will share your allocated bandwidth with other users and speeds will be reduced. This means heavy users may see a reduction in Satellite Broadband connection speed during peak periods. This is referred to as the Fair Use Policy (FUP). You can view the Fair Access Policies by clicking on the following links:

Tooway FAP
Avanti Residential FAP
Avanti Professional FAP

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28. Can we use satellite Internet for backup communications?

Yes you can. We can tailor a back up communications system to your requirements. Please see here for further details.

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29. Do you have an environmental policy?

Yes we do; you can read it here. We actively seek to minimize the impact of our business on the environment by sourcing energy efficient product ranges and by meeting or exceeding all the environmental legislation that relate to our personal and business lives.

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30. Do you recycle old packaging?

Yes we do. We liaise closely with our suppliers to ensure that wherever possible packaging is sourced from recycled or sustainable sources. We segregate our waste and recycle all the packaging left over from our installations at our local council facility.

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31. What is RoHS compliant?

The RoHS Directive stands for ‘the restriction of the use of certain hazardous substances in electrical and electronic equipment’. This Directive bans the placing on the EU market of new electrical and electronic equipment containing more than agreed levels of lead, cadmium, mercury, hexavalent chromium, polybrominated biphenyl (PBB) and polybrominated diphenyl ether (PBDE) flame retardants.

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32. What experience do you have in this field?

When it comes to providing communications in remote areas we know what we are doing; we've been doing it successfully for more than 30 years, from ships and oil rigs far out at sea to distant desert locations. We work to the highest standards and our technicians have formal qualifications. The MD served a two year radar craft apprenticeship in the Royal Air Force, has over 40 years of practical experience and received his satellite communications training at the Cable & Wireless training college near Coventry.

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33. Where are you based?

We are a family run Scottish business based in Inverurie, Aberdeenshire, placing us in an ideal position to service the needs of our customers in the north and northeast of Scotland (Grampian region) . We can provide satellite broadband internet services elsewhere in Scotland including the Highlands and Islands, Moray, Angus and Dundee, Perthshire, Fife, Argyll and the Scottish borders

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34. Why does Google Street View show a private house when I put in your business address?

Because these days we run a virtual office from a spare room at our home. We used to have a nice office at the Thainstone Business Centre, Inverurie however whilst it gave us some useful facilities and a professional appearance we received very few callers and we concluded that it was an expensive luxury. Additionally, tall Beech trees screened the views of the satellites we use so we couldn't set up satellite terminals for tests and demonstrations.

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35. Why do you charge for mileage?

We strive to provide a quality service at a competitive price to all our customers however our margins are very slim and so to maintain our level of service we have to charge mileage for journeys out with our local area.

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36. Can you provide customer testimonials?

Yes, we are very proud of what our customers say about us. Here are some of the testimonials we have received: 

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37. You claim to use top quality installation materials; describe these.

It is worth repeating; We only use the best materials for our installations:

We use Cablecon  F-56 CX3 5.1 compression connectors and Webro WF100 cable as recommended in the Avanti Hylas-1 installation manual. To guard against counterfeit goods and to ensure high quality we source our cables, Cablecon tools and F connectors only from Webro

When correctly assembled and torqued the Cablecon CX3 F connector series is suitable for indoor and outdoor use without any additional protection. We always use a small amount of petroleum jelly to lubricate the fitting during assembly and to aid water resistance afterwards. Cablecon claim that when correctly assembled the connector is watertight to IPX8, (30m water/8 hours) and quote a temperature range of -60C to +70C.

To date we have had no issues involving water ingress via our connectors.

Our mounting brackets and NPRM/ground stands are hot dip zinc galvanized for maximum corrosion protection; we do not like to leave rust stains on our customer's walls or patios. Similarly, our "above the gutter" mounts are etch primed with an oven baked final coating whilst the poles and mounting U-clamps are zinc galvanized. We use the best quality zinc plated coach bolts available which we source from a reputable supplier who has been in the satellite trade since 1990. We use large zinc plated washers to prevent the bolt head slipping in to the mount slots.

Our satellite test meters are manufactured and supplied by Horizon Global Electronics; a world leader in satellite meter technologies.

Our multi-meters are manufactured by Fluke

Our vans are manufactured by Mercedes and maintained by an authorised Mercedes dealer.

Most of our hand tools are supplied by Radio Spares whilst special tools are sourced from reputable suppliers

We only install Tooway and Avanti satellite Internet terminals; they have a proven track record in Scotland.

We do not install "standard" Freesat or Sky satellite TV antennas; we supply professional grade antennas proven to work in remote areas of Scotland and having the ability to withstand Scottish weather conditions.

We do not use cheap twist on connectors or poor quality RG6 coaxial cables, we do not use electroplated mountings, we do not mount aerials on trees, fences or telephone poles.

To ensure that we only purchase quality goods of traceable provenance we do not purchase anything from Amazon or Ebay.

We carry out all our own installations; unlike many of our competitors we do not employ subcontractors.

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38. What speed can I get? What is meant by "Up to 15Mbps"?

We quote the maximum speed you can achieve as "up to 15Mbps", "up to 22Mbps" and so on. In practice speeds will vary during the day depending on factors such as the number of users online, the amount of data they are using, the weather and conditions on the terrestrial network. During the late afternoon we often see Avanti speeds in the region of 4 to 8 Mbps as more folk come on line after getting home from school and work.

Mbps is an abbreviation of "Mega bits per second", Mega means one million.

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39. Why is it so expensive?
Satellite Internet installation prices vary greatly depending on where you live and which seller you go to. Whilst some sellers may look inexpensive they may not be able to offer the levels of customer support that we can. Also, their  installation materials can be of poor quality, as can the standard of their installation; Simply Balanced has had to correct several poor quality 'professional' installations and customers have described having to wait weeks or even months for service in Scotland. Simply Balanced carries out its own installations, uses the best quality installation materials available and is Scotland's leading satellite Internet service provider.

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40. Is your web site secure?
Yes, we have a GeoTrust SSL certificate. SSL is an acronym for Secure Sockets Layer, a technology that creates an encrypted connection between our web server and our visitors' web browser allowing for information to be transmitted without the problems of eavesdropping, data tampering, or message forgery. The first thing you may notice is the green padlock with the name of our parent company in the address bar:

SSL certificate displayed in address bar

As well as data encryption our certificate also provides authentication. You will see a Trust Seal on each page. Clicking on this seal opens a pop up window that displays our certificate credentials. This means you can be sure that you are sending information to the right server and not to a criminal’s server. The nature of the Internet means that youSSL certificate trust seal will be sending information through many devices such as routers, switches and servers, it is possible for a device to pretend to be our website and trick you into sending them personal information. This can be avoided by using an SSL Certificate from a trusted SSL provider.

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41. What uses my data? Where is it going?
There are endless permutations that could contribute to your data usage; here are some examples that may help you to track down the heavy users......

What? How?
Anything connected to your satellite data network could use your data
Everything that goes through the satellite terminal is measured
Satellite data usage meters combine both upload and download to give an overall usage figure

Hardware:
Internet enabled/smart Television receivers
Sky satellite TV receivers
Sonos, Jongo, Samsung, Bose and similar sound systems
Internet enabled/smart radio receivers
Smartphones
Tablets
Computers
Laptops
Gaming consoles such as Xbox, Playstaion, Nintendo
CCTV
VoIP telephones

Activity:
Streaming TV and radio programmes
Streaming music from Spotify, BBC
Youtube video clips
Netflix and similar movie sites
iPlayer and STV player catch up TV programmes
On line computer games
Xbox, Playstaion, Nintendo Console games
Skype, Facetime, Hangouts
Internet browsing
Email
Drop Box and file transfers
Virtual Private Network (VPN) connections to the office
Photo sharing, Flickr

In the background:
Operating System updates
Software updates
Antivirus updates
iCloud
OneDrive
Online backup such as Norton
Drop box updates
Router activity such as DNS look up, routing table updates

Malicious:
Virus/Trojan activity
Neighbours can access your Wi-Fi

Security:
Other people have your Wi-Fi access code such as neighbours, family, friends, lodgers or guests
Virus/Trojan programmes not up to date

42. How much data do I need?
Data Consumption, Downloading Movies and TV:.Downloading movies and TV uses a lot of data. As a general guide:

Activity

Data consumption

One hour of web browsing

10 - 25MB

Download a document

2MB

One hour of Facebook

20MB

Download a music track

4MB

Stream 30 minutes of YouTube

175MB

Download a non-HD film

700MB

Download an HD film

4GB

Stream one hour of non-HD video

250MB

Stream one hour of HD video

2GB

Stream one hour of music or radio

150MB