Technical FAQs

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.

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.

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

My broadband seems slow or I want to run a speed test

We ensure that we have enough capacity available in our network to provide a fast service. You should expect that your connection functions well at all times, allowing you good internet access. If you feel you have speed problems, please do the following:

1) Ensure your antivirus is up to date and that your PC is virus free.
2) Ensure that your wireless router (if present) is secure or your neighbours might be hogging your connection.
3) Visit our speed test utility and perform some tests.

Please note that MyWave broadband services have “up to” speeds, in line with similar products from other broadband providers. The speeds quoted are not guaranteed and you will see your speed vary a bit from time to time.

Overall, speed of internet connections depends on a number of factors such as peaks and troughs of usage on the Nova network, busy periods at international peering points and individual websites, distance from Nova transmitter and the health of your computer/device among other factors.

Sometimes, your Nova Broadband service will deliver the full speed as far as your home or office, but your wifi setup internally may be a bottleneck. Please see this page for information regarding solving this problem.

If you feel your internet connection is consistently too slow, please email us screenshots of your speedtest results and we will be happy to look into it. If your link is not able to support a particular package, you can request a package downgrade from us.

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

What do I do if I have no internet?

The following steps can resolve most connection problems:

1. Reboot your computer, tablet, etc.
2. Reboot your wireless router (if you have one).
3. Reboot the Nova connection by unplugging the power for 1 minute.
5. Bypass your wireless router, plugging the service straight into a computer to test.
6. Try pinging various hosts to verify connectivity.

All of these steps are detailed in our Troubleshooting Guide which is essential reading in order to resolve problems quickly.

Some computers in the house/office work but some don’t

If you have at least one computer in the house/office working on our broadband service, this means that our service is functioning properly. You need to contact a PC technician to resolve your network problem as we can’t provide support for the vast number of types of PC, router, switch and all of the potential problems these might have. If you would like us to recommend someone, please let us know.

My laptop/device is asking me to enter a network key or password to get online

If your device is asking you to enter a wireless key (password) to connect to your wi-fi network, you will either have to enter it correctly or reset your router to factory settings.

Entering the wireless key:
If your router was provided by Nova from 2010 onwards, there should be a label underneath it with the network key, or the number called “PIN” on the manufacturer label will work, unless you have changed the key yourself. Nova does not keep records of users’ wireless keys.

Resetting the router (if you don’t know the key):

If you are in “bridge mode” with the public IP details on your router do not do this without contacting our helpdesk
You should hold down the pin-hole “reset” button for 10 seconds then wait one minute. You will then be able to connect to the router wirelessly. Once this process is done, you must secure your router again to prevent your neighbours from hogging your broadband and possibly accessing your files. Please follow the manufacturer’s instructions. Please note that we can’t provide support for the vast number of types of router and all of the potential problems these might have so we can’t provide direct support for this task.

I can’t send and/or receive emails / I need your mail server settings

Note: This section only applies to users who are using standard email, e.g. Outlook, Apple Mail, etc. and are not using a web-mail service such as Gmail.

1) I can’t send emails

Please set your Outgoing Mail Server (SMTP) to:

mail.novanetworks.ie, and use port 25 for outgoing mail with no authentication

2) I can’t receive email but can send it

Please contact whoever hosts your mailbox, usually the company after the “@” symbol in your email address, e.g. eircom.

3) I can neither send nor receive email

Please contact Nova Networks support for more help.

Solving wi-fi interference problems

What is interference?

Your wi-fi system in your house works using radio waves. Your FM radio goes from 88-108 and each station gets its own slice of the airwaves, for instance RedFM might be on 104.6 and 96FM might be on 96.4. Imagine if both of them were on the same channel? You would hear a garbled mess with bits of each station coming through but neither would be able to get their message across.

Why does wi-fi sometimes suffer from interference?

In your home, your wireless router (wi-fi router) operates on a certain channel. If there are other radio sources (wireless routers, baby monitors, video senders, wireless CCTV, cordless phones, etc) operating in your house (or your neighbours’) on the same channel, they can drown out your wi-fi signal, causing your internet to slow down, as the data cannot get across with the noise blocking it out.

How do I know if I have wi-fi interference?

If your internet is slow, you may have wifi interference. Another common symptom is that the internet works okay when very near the wireless router, but as you move away to other rooms it doesn’t. You can check to see if wi-fi is the problem using the following method (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, wait 30 seconds
4) Test your internet speed without wi-fi

If it is fast without wi-fi and slow with wi-fi then the wi-fi is the problem! This means you either have wi-fi interference (most likely by far) or a faulty router (rare).

How do I sort this out? I don’t want to be stuck to a cable all the time!

Put simply, if your wi-fi has interference on a certain channel, you should try other channels, as follows. Note these instructions are for a Nova-supplied TP-Link router. Other models vary (do some Googling to find directions.)

1) In your web browser, type 192.168.1.1 into the address bar (where you normally see www.whatever.com) and hit enter. You should be asked for a username and password. If not, try 192.168.0.1.
2) Give a username of admin and password of admin, hit enter. If these don’t work, use the password on a label under the router
3) In the menu go to Wireless
4) Change the Channel dropdown to 1 and click Save. If prompted to do a reboot, then do the reboot. Your devices (PCs, smartphones, etc) might need a reboot also.
5) Test to see if the problem is resolved. If not, repeat the procedure trying channels 6, 11, 4 and 8 in that order

None of this helped?

You may have a faulty router. Please contact our tech support. Unfortunately in some highdensity areas, there may not be any channels available.

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 are your DNS servers?

Our DNS servers are available on the following IP addresses and can be used by anyone on the Nova network:

91.142.110.5
91.142.110.20

I need to re-program a TP-Link wireless router supplied by Nova

If you need to setup a TP-Link router, you can do so by following these steps:

1) Disable wifi on your computer if possible

2) Connect a network cable between your computer and any of the yellow LAN ports on the back of the TP-Link router. Wait 30 seconds

3) Open your web browser (, Chrome, Firefox, Internet Explorer, Safari, etc.) and type the following into the address bar at the top:

192.168.1.1

and hit enter. (If that doesn’t work, try 192.168.0.1)

4) Enter a username “admin” and password “admin”. You should now see the TP-Link setup screen.

5) In the main menu, select “Quick Setup” then click “Next”.

6) If you have a Nova antenna on your house/apartment, select Dynamic IP, then click Next.
If you have a Nova cable connection (an apartment with no antenna), select PPPoE, then click Next, then enter a username and password supplied by us (call 021 2429560), then click Next.

7) Select Wireless Security type WPA-PSK/WPA2-PSK and enter a password you will remember. Click Next, then Finish.

8) Disconnect the cable from the router and turn on your wifi. When the network is found, connect and enter the password you supplied.

A small number of users may have a special type of connection called Static IP. If this is the case (you would have requested it), call us on 021 2429560 for the IP settings for your router.

As a Nova Broadband customer, what support am I entitled to?

As a Nova Broadband subscriber, you are entitled to a working broadband line and to reasonable support of this broadband line. We will endeavour to ensure that our network is delivering broadband to your home at all times.

If network infrastructure faults occur, our monitoring systems at our NOC (Network Operations Centre) in Little Island, Cork, will notify our on-call engineers and repairs will be carried out quickly.

For MyWave customers (residential or business), we operate a 12 month warranty on our installations. All service calls to installations under 12 months do not have any call-out charge, but there is a standard €25 call-out charge for all installations over 12 months old. Following a service call, the warranty is reset for a further 12 months. If the receiving hardware has developed a fault, we will replace the actual hardware at our cost, but the call-out charge will still apply if the installation is over 12 months old.

Certain business services come with an SLA (Service Level Agreement) which entitles the customer to certain service guarantees around response times, repair times, etc.

If your service is disrupted by factors outside our control such as tree growth or new buildings in the signal path, wear and tear, interference of equipment by the customer or tradesmen, etc, we may bill you for repairs or recommend you remedy the situation yourself. Damage due to acts of nature, such as storm damage are also billable. Repairs to steelwork or bracketry, whether supplied by us or not originally, are billable.

If a customer reports an issue with low speed, we will do a line test to determine whether the problem lies with our service (as far as the customer antenna) or beyond that on the customer LAN (wifi/devices/PCs/tables, etc). If a reasonable speed is being delivered to the antenna, we will regard this as “no fault found” and will inform you that you have an internal networking problem. Please note that speeds quoted are “up to” speeds and are not guaranteed.

If we remotely test your line as up and running and you still can not get online, we will notify you that you have a PC or home/office network problem and advise you to contact a PC/network technician our your IT department as we can’t support the vast number of types of PC, tablet, wireless router and user configurations that are possible. If you would like us to recommend a local technician, please contact us.

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 install the MyTalk phone adapter?

Basically all you need to do is insert the phone adapter as a pass-through device before your PC or router. (It is configured as a network bridge). Please see the following guide for details:

Installing Your Phone Adapter (Wireless Customers)

Installing Your Phone Adapter (Cable Customers)

How does voicemail work on the MyTalk phone service?

If you wish to have voicemail set up, please email us at support@novabroadband.ie and tell us which type of voicemail you require:

1) E-voicemail
E-voicemail is Nova Broadband’s’ new voicemail service for use with MyTalk. It sends your voicemail messages to your email inbox as a sound file, which means you can listen to it on a compatible laptop, smartphone, etc.

2) Standard touch-tone voicemail
In this case your voicemail is accessed through your touch-tone phone. To access your voicemail, just dial *97 and follow the prompts.

Once we set up your voicemail, we will respond to confirm and supply you with a mailbox password (4 digits).

To record your greeting message:
1) Dial *97 and enter the password supplied in your setup email
2) Press 0 for “Mailbox Options”
3) Press 1 to record your “unavailable message”. After the tone, record your greeting
4) Press 1 to accept the recording, 2 to listen or 3 to change it.

Your voicemail is now set up. Test it by calling from another phone and leaving a message.

How do I use MyTalk phone service with all of the existing extensions in my home?

Our phone adapter has one active phone port on it, which becomes your virtual phone line. You can plug a single phone into it or you can use a splitter to plug more than one phone in.

If you have existing extensions in the house that are all connected to your old eircom line, you can use the following procedure to make them all work with your Nova phone service:

1) You need to disconnect your eircom line from these extensions. This can be done by disconnecting the appropriate cable as it enters the house or by disconnecting it in the main eircom socket. We recommend that only competent persons do this, such as qualified electricians. Note that you would have to undo this step or hire someone to do it for you if you need to connect your extensions to the old phone line again in the future.

2) Connect a splitter to your Nova phone adapter “Phone 1” port. Connect a phone to one side of the splitter, then use a phone cable to connect the other side of the splitter to the phone socket on the wall. This will send the phone signal out to all of the other extensions in the house.

Can I use my own phone adapter with the Nova MyTalk phone service?

Unfortunately we don’t allow customers to bring their own phone adapter to use with our phone service. We provide phone adapters that are provisioned and supported by us centrally. These adapters are standardised and as such can provide the most reliable service. The adapter is owned by the customer once purchased but while it is used to access our voice switch, it remains managed by us. This is done for maximum reliability for the customer and to maintain an orderly network.

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.

Back to Support