How does the service work?
By using wireless technology, we can totally bypass the eircom network. Our broadband and phone service is transmitted from our own base stations. A small antenna receives the signal at your house with the broadband and phone services coming in over a single cable. A wireless router can then be connected allowing use by multiple users. This means you don't need a phone line to get our broadband and phone service.
Do I need a phone line?
No. The great thing about our network is that you don't need a phone line at all. Our system uses fixed-wireless - a professionally installed small antenna (less than 1ft square usually) connects you to our network. Therefore, there is no eircom line involved and you only deal with one company. We do not resell eircom services, so we look after you from end-to-end, locally.
What package would suit me?
If you need simple web access for Facebook, booking flights, etc, 4M or up would be best, but you could get away with 2M if you are on a budget.
If you like downloading music or movies, have multiple users or like streaming TV, you would be
best to go for 8M or up for the best performance.
Power users can go up to 20M depending on budget for maximum performance.
What speeds are available in my area?
Customers in the Blue Zone can get up to 8M, while customers in the Green Zone can get up to 20M (depending on link quality and signal level). We can advise you whether you can get Green Zone speeds in your general area. Our installer will do a test which will determine the maximum speed of your connection. If you can't get the speed you ordered, we will automatically downgrade your package for you.
What speed will I actually get?
You will get the maximum speed we can deliver to you, up to the advertised maximum speed of the package you choose. Your speed will depend on various factors, including your location, the quality of your link, internet traffic, etc. If you are not able to attain the speed you ordered, we will automatically downgrade your package for you.
What is the fair usage policy?
In order to ensure that our customers get the highest speeds possible, we operate a fair usage policy with unlimited downloads. You can download a huge amount of data at full speed but after downloading a certain amount of data on any given day, you will be slowed down automatically until midnight so that others have fair access to the network. Please click on "more info" on each package to find out the daily full-speed quota. Don't worry - the amount is huge and will never be an issue for 95% of users.
Can I connect all phones in my house?
Our phone customers receive a phone adapter with one active phone socket on it which is connected to the point the broadband terminates in your house. You can use a standard double-jack telephone adapter to connect to one of your phone extension sockets which will allow all phones in the house to work. The full procedure for doing this is outlined in our support section.
Are there any other costs?
Professional installation of our broadband services, including supply of receiver, is €99. If you require optional phone service, a phone adapter costs €49. If you choose a phone service, it costs €3 per month for your geographic number. Any calls you make outside any call bundle you have are billed at our low rates (see www.novanetworks.ie/rates and www.novanetworks.ie/terms for full details).
What payment methods do you accept?
Payment of your installation charge (and any hardware you purchase) is made on installation day. Your subscription is paid monthly in advance by direct debit. If you do not wish to pay by direct debit you can pay quarterly in advance by cheque, postal order, online Laser or credit card payment or Paypal but there is a processing charge of €2.50 per payment.
Can you come out and do a survey?
Due to the time and costs involved, we can't do surveys without a firm order. If our installer can't get line-of-sight or sufficient signal to install a connection on install day, there is no charge to you whatsoever.
How do I switch from another provider?
Switching is easy. Just call us on 021 2429560 and we will be happy to advise you based on your particular circumstances.
Will existing customers be upgraded?
Yes, we will be rolling out the new packages to existing customers across our network on a rolling basis. We will upgrade customers based on the amount they are paying per month. If an existing customer wishes to upgrade to a higher priced package, they should contact us and we will let them know the maximum speed their equipment and radio link will support.
