Residential FAQs

How does MyWave broadband work?

MyWave broadband uses FWA (Fixed Wireless Access) technology, transferring your internet data over radio waves. Because the receiving antenna is professionally installed in a fixed location, we can deliver a stable and reliable broadband service to customers. This is why MyWave is nothing like mobile broadband (3G/4G), which can only achieve patchy performance due to using tiny antennae in which move around constantly in less than ideal conditions.

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.

Do you have coverage in my area?

To get our MyWave wireless broadband service, you need to be within coverage of our transmitters. This means having line of sight to one of them, so that our installers can place an antenna at your home/office in a position that it can see a transmitter. We have many of these transmitters so usually as long as you are in our coverage zone, we can provide you with service.

Firstly, please take a look at our coverage map on our home page to ensure that you are broadly within our coverage zone.

Then, our sales staff can take a closer look at our internal online mapping system to see if you have line of sight to a transmitter.

Lastly, our installers are highly-trained and skilled engineers, who will, on install day, check to make sure you have optimal signal at your location. If the signal shows up on the day as being in any way marginal, the install will not go ahead and you will not be charged.

 

When are you coming to my area?

We are constantly expanding our coverage zone. We do this according to demand, so if we are not in your area, be sure to contact us and let us know, especially if broadband is an issue for everyone in your area.

In terms of rollout details and timetables, we don’t publish a full detailed plan for competitive reasons but would be glad to discuss your area with you on a case by case basis.

Keep an eye on our Facebook page for updates.

Do I need a phone line for MyWave broadband?

No. The great thing about the MyWave broadband service is that you don’t need a phone line at all. Our system uses FWA (Fixed Wireless Access) – 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.

Which MyWave broadband package would suit me?

If you need simple web access for Facebook, booking flights, etc, 5M 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 10M or up for the best performance.

Power users can go up to 20M depending on budget for maximum performance.

What does 10M mean? What is a “meg”? What speed to I need?

Broadband line speeds are expressed in “megabits per second” or for short “megabits” or even shorter “megs”. This number shows how fast your internet connection is. For example:

  • A user with a 10M broadband service takes 8 minutes to download a particular movie file
  • A user with a 20M broadband service should take 4 minutes to download the same file

Another way of looking at it is how many simultaneous users or downloads the service will support. If you have one person watching Netfilx on a 5M service, if another person tries watch Netflix on another device in the home, you may get some congestion. If you have a 10M service, it will easily support both.

So to summarise, the more “megs” you have, the more data you can stuff down your broadband line at any one time. For most households, 10M would be a good speed. 20M would be suitable for power users or a number of users on at the same time. Anything over 20M would be hard to get use out of, other than getting fancy speed test results you can gloat about to your mates.

Does weather affect your service?

Our installers make sure that there is enough signal strength on all installations to ensure that rain or bad weather does not affect your service in any way.

What speeds are available and what speeds should I expect?

MyWave broadband is available in packages up to 20M. Some older parts of the network can only support speeds up to 10M. If this is the case, you will be advised. Your installer will determine the maximum speed possible on your link and if we are not able to sustain the speed ordered, you will be offered a downgrade.

You might also want to consult our detailed guide to broadband speeds.

What is the fair usage/quota 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. Don’t worry – the amount is huge and will never be an issue for 95% of users.

Please see our detailed guide to broadband usage for more details. Fair usage amounts for each package are shown on the MyWave page.

Can I connect all of the phones in my home to MyTalk phone service?

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. Please note our installers don’t do phone cabling.

Are there any other costs?

Standard installation of MyWave broadband service, including supply of receiver, is €99.

If you require optional phone service, a phone adapter costs €59. If you choose a phone service, it costs €3 per month for your geographic number. Porting an existing number costs €10 (one-off). Any calls you make outside any call bundle you have are billed at our low rates (see www.novabroadband.ie/rates and www.novabroadband.ie/terms for full details).

What payment methods do you accept?

Payment of your installation charge (and any hardware you purchase) is made in advance of installation day by debit or credit card. 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 debit or credit card payment but there is a processing charge for non direct-debit payments. We do not accept cash payments. You can pay online at www.novabroadband.ie/paybill

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.

What is included in a standard installation?

Before your broadband is installed, please refer to the following document, which covers what is included in a standard installation:

Standard Installation

What is number porting and how do I port my phone number to Nova?

By porting your number, you can stop paying line rental and keep your old phone number
Say goodbye your landline and line rental, keeping your old phone number for use with our service. This is also ideal if you are moving house or office and want to keep the same number. Alternatively, we can issue you with a new phone number (e.g. 021) to use with your Nova phone service.

It’s easy to request a port of your number:
You need to download and complete these TWO forms and send them to us with a copy of the first page of your last phone bill:

Porting Form
CAF (Customer Authorisation Form)

You don’t even need to cancel your phone line
DO NOT cancel your phone line. Your existing provider will do this as part of the porting process. If you cancel it, you may lose your phone number.

How much does it cost?
There is a one-off cost of €10 to port your number. That’s less than two weeks’ line rental, to be rid of line rental forever!

General FAQs

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.

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

I need to change my bank account details

No problem. Please print and complete the following direct debit form:

www.novabroadband.ie/dd.pdf

Once this form is completed, please post to:

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

Please note that these forms take three weeks to be processed by us and to clear the banking system.

I want to make a payment by credit card, Laser, cheque or postal order

Direct debit is the only payment method we accept for recurring subscriptions, however if you wish to make a one-off payment you can use the following payment methods:

Debit or Credit Card (click here)
Postal Order
Cheque

Can I get copy invoices/statements?

Yes, of course. We send out our monthly invoices by email. If you are not receiving them every month, please email us and we will add your email address to your account. If you are still not receiving them, please “allow” us in your spam filter.

If you need copy invoices or statements, just email us and we will be happy to help.

I am moving house or business premises

If you wish to move your connection, it will necessitate re-installation of an antenna and cable run at your new address. (We usually leave the old one in place). For residential connections, we have a special offer for this – rather than paying the full installation, we charge €75 for a move. For business installations, we will have to quote for the move.

If you wish to arrange a move, please give us one month’s notice of your move to ensure a smooth move.

What are your office hours?

Our core office hours are 09:00 – 17:00, Monday to Friday excluding bank holidays.

If you wish to contact us outside these hours, our phones are answered 24/7, or you can email support@novabroadband.ie or raise a ticket on our website. We may not be able to deal with your query until core office hours but we will do our best.

We have a team of network engineers on call 24/7/365 to monitor and operate our broadband network. Customers with a service level agreement (SLA) have 24/7 phone access to an engineer.

I would like to upgrade or downgrade my package

If you wish to upgrade or downgrade your package, there is no charge.

Please email us with your request and we will perform your upgrade or downgrade.

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.

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