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If you have problems with your broadband service please carry out the
following steps in the order given. This will give you the best chance of getting
a quick resolution:
4. Do "ping tests" to find where the fault is
5. Refer to the knowledge base if you have another internet connection
6. Contact Nova Broadband support
Over the following pages, we will elaborate on all of these steps. We will use Windows
XP and Vista/7 instructions where required. If you use a different operating system,
please refer to your documentation.
Please note that the broadband service provided by Nova Broadband rarely ever
suffers network failures causing a loss of supply to customers. This is because we
have invested heavily in robust network design and implementation. On the rare
occasion a central fault does occur, our monitoring systems will notify an on-call
engineer immediately by SMS and we mobilise to rectify the fault, usually within an
hour or so.
Occasionally an individual customer's receiving antenna unit can develop a fault and it
is usually by completing some simple steps this can be resolved. If you have
completed these steps and are still without service after more than a couple of hours,
please contact us for further support.
Broadband Troubleshooting Guide
Version 1.2
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Table of Contents
Summary of Contents for Nova Broadband Router
- Page 1 XP and Vista/7 instructions where required. If you use a different operating system, please refer to your documentation. Please note that the broadband service provided by Nova Broadband rarely ever suffers network failures causing a loss of supply to customers. This is because we have invested heavily in robust network design and implementation.
- Page 2 1. Reboot your PC, router and Nova connection First you need to reboot your PC properly. If it is a laptop, this means not just closing the lid, hibernating or suspending it. Please follow the following instructions: Rebooting Your Windows XP PC: Click Start >...
- Page 3 (like a phone charger). Pull this out of the back of the router for 10 seconds and then plug it in again. Give your router about two minutes to come back to life. Rebooting Your Nova Connection: Follow the cable from the antenna (coming from your attic or through the wall from outside –...
- Page 4 Over time, cables can become dislodged or damaged. If you do not have an internet connection, a cabling fault is a likely reason. A simple diagram of your Nova installation shows how the cables should be laid out. Even if you believe that nothing...
- Page 5 3. Bypass your wireless router (if you are using one) Wireless routers (and the PC wireless drivers/interfaces that connect to them) can be notoriously troublesome, especially when using Windows Vista. An ESSENTIAL step is to bypass your wireless router (if you are using one). First, power down your wireless router by removing the round, black, thin plug from the back of the router.
- Page 6 Window 7: Click on the Windows icon (bottom left), then All Programs, then Accessories, then Command Prompt. You will see a black window: We will first check your connection to the Nova antenna at your home or office. Type the following command: ping 192.168.100.1 and hit Enter or Return.
- Page 7 Enter or Return. If you get replies, you have a basic internet connection. Continue to the next step. If you don't get replies, you need to contact Nova support. Now we will test DNS (an essential function to use the internet). Type: ping www.novabroadband.ie...
- Page 8 If you still don't have a connection after completing this procedure, please move on the next step. 6. Contact Nova Broadband Support If you have completed all of the steps in this guide, please contact Nova Broadband Support by either: raising a helpdesk ticket on our website under “Support”...
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