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

[vc_row][vc_column][vc_column_text]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 Fota Business Park, Cork, will notify our on-call engineers and repairs will be carried out quickly.

For Supernova 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 €35 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.[/vc_column_text][/vc_column][/vc_row]

Posted in: Technical FAQs