The best place to cover common questions ... with clear and simple answers. From how satellite works through to installation and technical information.

Whilst we provide our Internet service via a satellite dish rather than via wires or mobile, inside your house, Internet is Internet. Once your satellite Internet service is live, our aim is to provide a fast and reliable service that you can enjoy every day.

If you want to find out some more information, we’ve set-out some of the more common questions that we get asked so please take a look and see if the answer to your question is here. If it isn’t, email your question or give us a call, we are always happy to help!

Internet via Satellite ?

What is satellite internet?

It means very simply, a high-speed connection to the Internet that is 'always on" with 22Mbps download speeds and 6Mbps upload speeds with a range of packages to meet your data needs.

Can I really get reliable Satellite Internet anywhere in Spain?

Yes - satellite internet is available ANYWHERE in Spain,  as  long as there is electricity and you can see the sky, we can deliver fast internet wherever you need it today.

How do I choose the service that's right for me?

We offer several different satellite Internet services with the good range of data choices. What service or package you choose depends on what you will be using the Internet for and how many people will use the system. Our home packages come with monthly data allowances that meet most needs. We also offer unlimited (uncapped) overnight options on selected packages.

If you are unsure what package to choose and you would like some free, impartial advice, give us a quick call to discuss.

Am I charged for the time my internet modem or computer is online?

No. With all our packages you pay a set service charge by each month for a fixed volume of data no matter how often you use it.  If you happen to use all of your monthly data you can simply pay to top up with data boosters until the next month (a bit like Pay as You Go Mobile) or alternatively you can simply upgrade to the next package.

Does Satellite internet have any limitations I should be aware of?

All satellite services suffer a small (0.7 second) delay known as latency, this has a varying impact upon different Internet uses. This means that there are a few specialised uses where it is important to select the correct system for but other than that; there is not much difference between satellite and other internet services.

In general, no satellite service is ideal for:

  • Online gaming and peer-to-peer networking
  • Some remote control software
  • Certain VPN applications

If you specifically need to do one or more of the above, we recommend that you call us for some advice before you make any decision and we are always happy to advise on such matters. See also the Technical section below that has further information on latency.

Avonline's Satellite Internet Services

Why should I get satellite internet from Avonline?

Avonline is one of Europe's largest provider of satellite internet services. We have already connected over 10,000 customers to the latest satellite internet services. Avonline Broadband is a division of Avonline plc, serving customers since 1981.

  • Great customer support with many years of satellite internet experience
  • Finnish IP address, allowing full access to browse Finnish websites and content
  • Flexible contract lengths
  • The option to purchase or rent the hardware
  • A range of easy to understand packages with no hidden costs
  • Professional installation by accredited installers or the option to install it yourself
  • The best prices in Europe, with our price match guarantee

How fast is satellite Internet?

We offer several different satellite services that offer download speeds up to 22Mbps maximum download speeds and 6 Mbps maximum upload speeds. All satellite packages are "up to" services, which mean that speeds may vary depending on network usage by all customers.

What equipment do I need to supply?

You supply the computer; a trained installation engineer will install the satellite dish (outside) and connect it to a modem (inside) and also set-up your wireless router if you have purchased one from us.

Can I install it myself and what install options do I have?

Yes you can install the system yourself if you are good at DIY. We provide three options for install, 1) professional install - this is where you pay for one of our accredited installers to fully install the system and they will demonstrate how the satellite Internet works.  2) You select a self -install  (Do It Yourself) kit - includes the consumables needed to complete the install or 3) You opt for customer arranged, this allows you to select a local installer you might know and arrange the full install yourself.

Do I need a phone line?

No you do not.

In fact, if you wish, you can use your satellite Internet service to make free calls over the Internet using programs  like Skype or Apple's FaceTime .

Can I use a wireless router?

Yes. By purchasing a wireless router, anyone at your location can access the internet connection without needing to physically connect to the modem (hence "wireless"). For most people, this is the easiest way to add multiple users accessing the service at the same time.

When you choose our professional installation service, we will ensure your Avonline  wireless router is correctly configured (at no extra charges) when we install your system to make sure it is both secure and working properly. We sell a range of wireless routers to suit all locations from smaller houses with one or two users through to larger properties with four or more users. If you tell us what you need to do, we can recommend the right wireless router for you.

Can I connect more than one user to the service?

Yes – please see the answer above about using a wireless router that will enable you to share your connection with multiple users.

Can I play online games with Satellite Internet?

No reputable satellite internet provider should recommend satellite internet for the majority of online gaming due to the latency (i.e. the time it takes the signal to get up and down from a satellite 22,000 miles high) – see What is Latency question & answer above if you need more information.

Questions about data and fair access policies

We have a web page dedicated to data management and fair access policies here. The satellite operator may update these policies from time to time so we will always hold current and legacy policies on this webpage for customers to access. Some of the more common questions are covered below .

Are there limits to how much data I can transfer?

Yes, each package has a monthly data allowance.  Our packages have a fixed data allowance each month.  Once you’ve used up your allowance for the month, your system effectively stops until the next month’s data allowance is credited to your account. If you do run out of data, you can buy booster tokens or upgrade to the next package – see below. You can check your usage level at any time via the Customer Portal.

Some packages also offer unlimited (or uncapped) data downloads during the overnight period (e.g. 00:00 to 06:00). If you have this feature, the data used during the qualifying period does not count towards your fixed monthly data allowance.

What is a Fair Access Policy?

If it applies to your service, the "Fair Access Policy" (“FAP”) sets out how the Satellite Operator controls the data passing through their satellite to allow the fairest access to all users. The FAP is implemented to prevent unfair use by a small minority of customers or for anything considered to be an unacceptable use of the network by the Satellite Operator.

The Fair Access Policy may change from time to time at the discretion of the Satellite Operator. Any customer whose usage exceeds the limits set by the Satellite Operator will be classed as a Heavy User and will see their speeds reduced during periods of high network usage until their usage drops back to average levels.

Usually the FAP applies to both upload and download traffic i.e. traffic volume is measured on both the inbound and outbound connection.

What happens if I exceed my traffic usage, will I be cut off?

No, you will not be cut off but your bandwidth will be severely reduced until you start the next monthly cycle. This is to help maintain a consistent quality of service for all users.

Can I buy more data if I exceed my traffic usage?

Yes – you have two choices. If you think that you would be better suited with the data allowance on the next package, we can upgrade you quickly, usually on the same day that you ask us to. You will then benefit for the additional data (on a pro-rata basis for the upgrade month). Alternatively, if you need additional data for a one-off purpose, you can purchase booster tokens, starting at 1GB, which can be added to you account at anytime.

Can I check how much traffic I am using?

Yes, you can check this easily via the Customer Portal. We can also arrange to message you when you are close to your monthly limit during any cycle.

How can I check what download or upload performance I am getting?

If you visit the Customer Portal, you can access the correct speed-checking tool for your service.

Getting Installed

Usually, getting installed is a one to two hour process that is very straight-forward.

Do I purchase the equipment?

We offer you the choice of outright purchase upfront or hardware rental. On our monthly rental option, we are always responsible for making sure that your system is working. If it breaks at any time, it is our responsibility to repair or replace it for you. If you purchase the hardware outright, we offer a 12 month warranty on the hardware.

How long will it take to get installed and operational?

We usually get customers installed within two working weeks. If you have ordered online, we will telephone you to arrange a convenient installation date if you have asked us to install your system.

What does a Standard Installation consist of?

The standard installation allowed for our Professional Installation service includes mounting the dish and wall bracket on a standard brick or block wall at a height reachable on a standard double extension ladder and not more than 30m from the proposed location of the modem. We will also configure and set-up your wireless router if you have purchased this from us. We may ask you to complete our Installation Acceptance form for quality control purposes.

What happens if/when I move?

Moving home or business doesn't present a problem with your Satellite Internet service. You will just need to notify us ASAP to allow enough time for us to relocate your system (charges apply), so you have as little downtime as possible. If you wish to de-install and re-install the service yourself, you will still need to notify us so we can ensure the service address is changed on our system.

Technical questions

Can you explain what latency means ?

Due to the distance travelled by the signal to/from your computer and Satellite Operator’s base via the satellite, all satellite technologies exhibit a short delay between the sending and receiving of any signal at either end. This delay is approximately ¾ second (700 milliseconds). For many applications, it is barely noticeable but where the programme that you are running is frequently sending or receiving multiple smaller data files (e.g. online gaming) the effect can be more pronounced.

If you have any questions on latency, please call us and we'll be glad to help you.

Does the satellite service get affected by weather?

The latest Ka band satellite internet services have a number of features specifically designed to make them robust to most European weather conditions so in general snow or rain should have little impact upon your service. However, torrential rain or very heavy, wet snow may cause a temporary slowing of speeds only in the most extreme conditions.

Our latest services will automatically increase power levels to counteract such conditions. All this happens automatically so if you do experience any slight slowdown in speed, it will normally not last for very long and will return to normal operating speeds by itself. In addition, a standard dish installation is designed to withstand 90kmh winds.

Commercial

If I choose a discounted offer on my package, what happens ?

If you received a discounted rate, most commonly for the first 3 months of a 24-month contract, after the discount period, we will automatically increase your monthly service charge to our published Recommended Retail price (“RRP”).

The current RRP’s for packages that have been offered with an introductory discount are as follows: -

  • Tooway 10GB - €39.95
  • Tooway 25GB - €59.95
  • Tooway 40GB - €79.95
  • Tooway Extra - €99.95