Here to help!Our support is legendary; it is one of our key strengths and we commit ourselves to providing the best possible support to our customers. At Simply Balanced we do not make you pay for technical support or force you to call expensive 0905 out of hours support lines (at £1.50 per minute!), unlike some other satellite internet service providers. You will find our contact details below; customers also receive the MD's cell and private/home numbers when they join us.
Support telephone numbers:Office hours (09.00 - 17.00):
Telephone: 01467 624 543
Cell: 0780 777 66 26
Emergency out of hours contact - Please note that these numbers are provided for call outs and operational emergencies only:
Telephone: 01467 624 543
Cell: 0780 777 66 26
Calling the office:
If we are not available during office hours because we are out on an installation or service call our PA will take a message then send an email to our Blackberry telephones. We work in some very remote locations so if we cannot respond to your telephone call immediately we will respond to your call as soon as is practical.
Calling our cell numbers:
If we cannot take your call because we are out of coverage then our telephones also have answering services. These services send us an email to tell us you called; please leave a message and telephone number and we'll get back to you as soon as possible.
Service calls: £42 per hour on site
Wherever possible we
will attempt to resolve your issue by email or
telephone at no additional cost to you however sometimes a service
visit is the
only way to progress a problem to a satisfactory resolution. There is a
one year warranty on all parts and labour however outside of warranty
our telecommunications rates are:
Onshore day rate: £336 per 8 hr day
Maritime/Offshore Oil and Gas day rate: £600 per 12 hr day or part thereof
Basic problem solving on satellite internet systems...Satellite broadband internet is very reliable however problems may be experienced from time to time such as:
- Connection to the Internet is erratic or nonexistent
- The internet is very slow
- Laptops, desktops or mobile devices cannot connect
Slow Internet?If you find that the internet is running very slowly please check your data usage summary first:
- Tooway users can access
this in the http://checkportal.skylogicnet.com/
- Avanti users can access this in at http://portal.avantiplc.com
Satellite Broadband Internet Link Speed Testing:Terrestrial broadband speed checkers do not work well over satellite links and we cannot accept results obtained from these sites; Use these alternatives:
- Satellite Broadband Internet Link Speed Testing involves transmitting and receiving large files in order to determine the link characteristics. You should use these tools sparingly as they can seriously erode your bandwidth allowances.
- The computer/laptop running the speed test must be connected directly to the satellite modem via an Ethernet cable. Results obtained from running speed tests via the data router or Wi-Fi cannot be accepted.
- Results from speed tests are recorded by the platform
for diagnostic purposes.
Tooway users have an on line
testing tool at http://speedprobe.skylogicnet.com/
that checks the link latency, jitter, packet losses and speed.
good results when compared to NetPerSec
Avanti also recommend using NetPerSec
to check your down load/up load speeds. It is a very simple tool that
allows you to monitor the traffic through your network port whilst
you down load/up load files to the internet. Try using your
email client to send a 3-4Mb jpg or pdf file to yourself.
note that NetPerSec is for use with Windows operating systems only.
What else can I try?A large proportion of issues can be resolved simply by “Power Cycling”, i.e. turning everything off and then turning it all back on again. Whilst this may appear to be a bit rough and ready it is surprising how often it works. The process below describes a Tooway modem however Avanti modems are similar.
- Shut down all computers, laptops and mobile devices
the satellite system.
- Switch off the satellite system modem and the wireless router by unplugging their mains plugs.
- Power up the satellite system modem first. Observe the LED’s; all the lights will come on then go out leaving the power light on. The “Receive” light (in arrow) will start to flash slowly for 15-30 seconds, then come on steady or twinkling. The “Transmit” light (out arrow) will start to flash slowly for 30-60 seconds, then come on steady or twinkling. The “Network” light (3 small squares) will start to flash slowly.
- When the “Network” light on the modem starts to flash slowly connect the wireless router to the mains supply.
- Watch the lights on the wireless router as it comes up. TP-Link routers are ready when the star/sun shaped LED begins to flash slowly, Buffalo routers are ready to use once the red "Diag" light goes out, SatSpeed routers when the green "Internet" light comes on and Netgear routers when the orange "Test" light goes off.
- If you have more than one Buffalo router power up the
connected to the satellite modem (the "Master") first followed by the
others (the "Slaves") one at a time in turn.
- You can now connect devices to the router either via an Ethernet cable connected in to one of the four “LAN” sockets, or via wireless.
There are a few other things you may wish to try:Before proceeding please see the Cautions notice below!
- Confirm that the antenna cable(s) are correctly connected to the satellite modem (or indoor unit).
that the cable between the satellite modem and the router
is securely connected.
- If you are using a white Satspeed router ensure that the lead from the satellite modem is connected into the LAN1 socket on the router.
- If you are using a TP-Link router ensure that the lead from the satellite modem is connected to the blue socket marked Internet or WAN,
- if you are using a Buffalo router ensure that the lead from the satellite modem is connected into the blue Internet/WAN socket
- and if you are using a Netgear router ensure that the lead from the satellite modem is connected into the "Internet" socket.
- Become familiar with the cable arrangements on your system; it may make it easier to spot if something is wrong. If you have to disconnect things, when decorating for example, make a sketch drawing of what the connections are. It may help if you put Dymo labels or Sellotape small tags describing the connection on to the cables.
that any switches on the router(s) have not been
disturbed; make a note of any switch settings on your router(s). On
some TP-Link routers there is a small switch next to the power
connector that turns the Wi-Fi
on/off, ensure it is in the On position. On
Buffalo Wireless routers there is a switch marked On/Off/Auto. If you
only have one Buffalo router on your satellite internet system this is
usually set to Auto. If you have two or three Buffalo wireless
routers the router connected to the satellite modem will usually be set
to On whilst the remote Buffalo wireless router(s) will be set to Off.
- You may notice a push button recessed in a hole on the back
bottom of your router; do
anything in this hole! Doing so will
set the router back to the factory defaults and remove all your
settings. A service visit may be necessary to restore your router's
settings. Service visits to restore lost settings will incur a charge.
- Confirm that the satellite antenna has not been moved or damaged; become familiar with what it looks like and where it is pointing. We recommend that you do not attempt to re-point the antenna yourself.
- Check the cable run(s) to the antenna to ensure that the cables have not been damaged.
- Confirm that the antenna has a clear view of the satellite; over time trees and bushes can grow in front of the antenna and severely attenuate the signal.
- Confirm that the antenna is free of snow or ice accumulations. Very carefully remove the accumulations or wait for a thaw; please see the Cautions notice below.
- Ensure that you have not exceeded the fair usage policy; your speed will drop dramatically in these circumstances. Additional GBits are available on some packages.
- Ensure you are entering wireless security codes correctly, observe which characters are upper or lower case or numbers.
- Check the weather in the direction of the satellite; heavy snow or rain fall can severely attenuate the signal. These conditions rarely last long; wait a while for the weather to clear.
- Never put yourself or anyone else at risk! Be aware of the dangers posed by electricity, working at height, working from ladders, dropped objects or slips, trips and falls and take appropriate precautions.
- Whilst the antenna is relatively rugged it should not be subjected to heavy handed impacts or brushing; be careful not to bend, dent or damage the dish shaped reflector, the support booms or radio package in any way!
- Never use a power washer to clean the antenna.
- Please note that the face of the feed horn on the transceiver package has a plastic window that could be damaged by impact. Care should be taken not to damage this window when removing snow and ice accumulations.