Do Nova Broadband block any ports?

For security reasons, the following ports are blocked by default:

Ports 135-139 and port 445
Windows File Sharing, blocked to prevent malware. These ports are blocked for all residential customers and for MyWave business customers. They are not blocked for SLA business customers.

Port 1900 UDP
SSDP/UPnP, blocked to prevent DDoS amplification attacks. Blocked for all customers by default.

If these port blocks present particular problems for any customer, we can unblock them for you on request to support@novabroadband.ie. Please state:

- which port number(s)
- TCP or UDP
- reason for needing the port(s) unblocked

and we will be happy to help.


I need to download a survey/plant hire acceptance form

Our survey and plant hire acceptance form can be downloaded using the following link:

www.novabroadband.ie/survey.pdf

Please complete the form, sign and return to us by scanning and emailing to admin@novabroadband.ie or posting to:

Nova Broadband
601-602 Harbour Point Business Park
Little Island
Co. Cork


Broadband Speeds Explained

Broadband Speeds Explained

Note: This page refers to MyWave services.

What speed should I be getting?

The answer to this is as close to the advertised “up to” speed as is possible, given the technological limitations of your individual broadband link. For example, let's say you have a MyWave 20M package but your link only supports 17M, then you will get a maximum of 17M. This is a similar concept to fixed-line ADSL2+ broadband (eircom, etc) where you may be on a 24M package but your line might only support 8M, in which case you will get a maximum of 8M.

Why would my link support a certain speed, but another link support a different speed?

For MyWave customers, radio interference, link quality or distance from the local transmitter can cause a limitation in the speed you can receive.

I'm doing speed tests, and my broadband isn't running as fast as it should be. What should I do?

First of all, make sure you run speed tests using a computer and network cable. Speed tests over wifi are NOT accurate and give no indication of the speed of your actual broadband. Also, your broadband speed will vary - you are not guaranteed to get the maximum/up-to speed, especially at peak times. If you have done some cabled speed tests and your broadband is running slower than the package up-to speed a lot of the time, please raise a support ticket with us. Our support staff will do centralised testing and depending on the results of the testing, may elect to make some changes on your link, including a possible service call. If it is determined that due to physical link issues, for example interference on a radio link, that your link cannot support any higher rate, you will be offered the option of remaining on your current package or downgrading to a lower package.

Why does the speed of my broadband vary?

Many factors can make the speed vary from time to time:

  • Busy periods on the internet (at internet exchanges and big hosting sites)
  • Sources of interference coming on at particular times, e.g. evenings when interfering equipment is active
  • The performance of your computer, e.g. RAM, hard disk
  • Background applications running, e.g. anti-virus software, viruses, Bittorrent, etc.
  • Wifi interference in your home can cause a bottleneck even though the actual broadband is working properly. (Testing speed over wifi is not accurate – you should test speeds using an ethernet cable)

More information

Please see these knowledge base articles:

My broadband seems slow or I want to run a speed test
Solving wi-fi interference problems


Why do I get buffering with Netflix, YouTube, etc?

When video sites buffer (seen by the user as stuttering, pausing or stalling) it can be frustrating as it interrupts your user experience. Often, rebooting all of your equipment can help (Nova power supply, router, devices). Here is some more information regarding buffering:

A buffer allows for the download of part of a video or song so it can be played for a short amount of time, this process is called streaming.

When streaming, the buffer can become full and not allow for the next sequence to be played until the next part is downloaded. This can mean:

  • You may have performance problems on your router, your PC/tablet/device or your broadband line
  • You may not have enough speed to support the streaming content
  • There are too many people streaming the same content from the provider
  • You do not have the minimum requirement for some streaming

These issues can be caused bythe devices you are using to connect to the internet or an issue with the content provider.

There are a few steps that can be taken to help with the issue.

  1. Reboot all devices - Nova antenna power supply, router, PC/tablet/device.
  2. Change from High definition to Standard definition
  3. Check out the content provider's troubleshooting tips

Here are links to troubleshooting tips from common content providers.

https://support.netflix.com/en/node/230
https://support.google.com/youtube/answer/74662?hl=en


How long does it take for a service engineer to come and repair a fault?

Once you report a technical issue to our helpdesk staff,  they will do a remote diagnosis and may elect to send out an engineer to repair a fault. Once a work order is issued to an engineer, we have a target turnaround time of two days for all MyWave customers. (Some business customers have different SLAs/repair times). Our engineers will do their best subject to workload, weather, etc. to meet or even beat this target. This compares to a target fix time of five days for fixed line broadband services in Ireland.


How do I bypass my wireless router (for testing purposes)?

If you need to test your broadband line without wi-fi (for example to check for wi-fi interference or to troubleshoot speed problems), please do the following (works for most users, some have custom setups):

1) Power off your wireless router (by taking out the DC supply plug from the back)
2) Take the cable out of the WAN/Internet port (usually a blue port)
3) Plug this cable into a laptop/desktop PC, wait 30 seconds
4) Test your internet speed without wi-fi


What is the quickest way to solve a technical problem?

We all want to get things done as quickly as possible in life and given how we depend on our broadband, fixing broadband issues is no exception. We operate a technical support helpdesk from our offices in Little Island, Cork. If you have a technical problem, we recommend the following procedure for the quickest possible solution:

"Have you turned it off and on again?"
Really - this often sorts out problems. We recommend rebooting computers/tablets, powering off your Nova power supply/POE and router for 2 minutes, then on again.

Check the knowledge base
We have analysed all of the top issues over the years and covered solutions in our knowledge base. Go on - give it a shot, you'd be surprised how often it works.

Submit a Service Request Ticket
You can do this online in a jiffy by clicking here. Alternatively you can phone it in but this is slower as the person you deal with will take the details and raise a ticket for you. Our gifted and talented support gurus will go through tickets sequentially and analyse and sort your problem.


What dates does my invoice cover my service for?

Our billing cycle runs from 25th of the month, month-in-advance. Therefore if you get an invoice on 15th of the month, it will cover service from 25th of that month to 24th of the next month. For example:

  • an invoice is received on 15th May
  • it covers service from 25th May to 24th June

Your first month you will get two service invoices - one part month and one full month. Please click here for more details.


How do I forward my Nova Broadband phone service to another number?

Sometimes it is convenient to forward your phone to another number, e.g. your mobile. To do this you have to pick  up the phone and dial the following:

*72 [number to forward to]

then wait for a dial tone and hang up.

To cancel call forwarding, dial

*73

then wait for a dial tone and hang up.

Please note that you will be billed for any calls that are forwarded from your phone to the new number at the appropriate rate, for example if you forward to a mobile, you will be billed calls that get forwarded to your mobile as if someone on your phone called a mobile. Full rates are available at www.novabroadband.ie/rates.


Why did I get two service invoices in my first month?

Your first month, you will get two service invoices. The first (bridging) invoice, will be for a part month. Your second (full) invoice will be for the first full billing month.

We bill all customers month-in-advance from 25th of the month. Therefore, if you are installed on 10th of the month, you will receive a bridging invoice for service from 10th - 24th of that month and also another full invoice for the full month from the 25th of the month. For example:

  • Installation is done on 10th May
  • The first (bridging) invoice will cover 10th May to 24th May
  • The second (full) invoice will cover 25th May to 24th June.

From then on, you will receive one invoice a month, covering the month in advance, i.e. in the example above, the next invoice would cover 25th June to 24th July.

If you also have our phone service you will receive a second invoice each month, this will cover call charges outside your package. Call charges are billed in arrears from the 15th of the previous month to the 14th of the current month.