LATEST NEWS
01/05/2017
Prime Satellite Broadband Reduces Prices Again

Prime Satellite Broadband, the Service Division of Prime Satcom Consulting Ltd is pleased to announce that they have again lowered the cost hof satellite broadband services in the UK and Ireland

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CUSTOMER SUPPORT SERVICES

CALL 0330 131 9993 (+44 0330 131 9993 from outside UK)

We always hope that you have trouble free service. This is a complex service and therefore it is not surprising that very occasionally things do not go smoothly. Prime Satellite Broadband believe in providing you with expert support that quickly gets the service up and running again.

If you have no broadband service, there are some quick checks that you can do before making any calls. 90% of the times these quick checks resolve the issue and you will soon be surfing the Internet again at broadband speeds.

It is useful to know what the lights on your satellite modem mean. We suggest that you click on the modem type below and print out the pdf file relating to your modem for reference. There is also a quick guide that you can print out.

Hughes HN9200 iDirect 3100 Linkstar QUICK GUIDE

There are three things you can do before calling us. In many cases these will resolve the issue and you can continue to enjoy your broadband service.

  • What is the weather doing? Very heavy rain or snow can cause temporary loss of service. Wait a few minutes until the weather rain/snow subsides and see if your service is restored. Click here for more detailed information.
  • A local problem. Check if all the lights are on your satellite modem (refer to guides). if they are on, then the issue is likely to be a local one. Is your router switched on (a reset is a good idea)? Are all connections good? Is your computer playing up (rebooting the computer may help)? If not sure, do call us as we will be pleased to assist. Click here for more detailed information.
  • Satellite Terminal of network issue. Make sure the satellite modem is switched on (power light on) - has the power lead come out? Record what the lights are doing (on/off/flashing). Reseting your satellite modem (switch off for 20 seconds and switch on again) often clears the issue. Check that your RF cables are connected and whetehr the dish has moved. Make sure nothing is blocking the dish line of sight to the satellite. Click here for more detailed informantion.

Sometimes the issue could be the remote server you are trying to access. Can you reach other sites on your browser? is there a problem at your email provider? Try to get a good view on this as in these cases you will need to contact the people providing the service you are looking to use and we cannot help in these cases.

Weather: Satellites work at high radio frequencies which are attenuated by water drops. The size of dish and the power rating of the transmit amplifier are all designed to give you good availability over the satellite to the Internet. Thus for most weather conditions your satellite terminal should work well. However, extreme rainfall may attenuate the satellite signal so much that it does not make a good link. Have a look outside to see if the weather conditions are extreme. A cloud burst, for example. If this is the case, then wait a few minutes (these conditions rarely exceed more than 10 minutes in the UK). If possible have a look at the lights on the satellite modem and see if the transmit and receive lights are on. if not, then they should come on when the extreme weather subsides and the link re-establishes itself automatically.

Another weather condition to look out for is snow. In heavy snowfall or in very cold weather (-2° or below) then snow or ice may have built up on the dish or the feed horn (the bit that points at the dish). If possible, get a soft brush and gently remove the snow/ice from the dish and feed horn. Do not hit the dish or feed horn or use sharp objects as this can damage the dish or feed horn. Do not climb any heights where you could fall and hurt yourself and certainly do not climb any height if it is windy. It is better to be healthy to enjoy your surfing later than risk life or limb!

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Your Connection to the Satellite Modem: Often the cause of not accessing the internet is due to something local. If possible check the satellite modem lights and if these look correct with a good link, then it is likely that you have a local problem. Check that the Ethernet cable is plugged into the satellite modem (you should not be able to take it out without depressing the lock tag). Also check the other end is connected to your router (or computer if you do not use a router). This should be in a socket labelled 'WAN' on your router. If this looks OK and any available lights indicating Ethernet link is active are on, then this part is probably good. If there are no lights on your router, then it is either not plugged in, switched off or you have a fault in the power source (mains plug, fuse or power supply).

You need to check whether your Ethernet cable is plugged into your computer and the other end into your router (one of the 'LAN' sockets) if you use wired connections. Otherwise if you use a wireless connection, ensure that you can see the wireless signal from your computer and that there is connectivity at this level. You usually will see a wireless identifier name that the router is configured for and you will need to know the key to connect (assuming the wireless link is encrypted which is strongly recommended). If the person who configured the router is available, then you can ask them to check this if you are unable to connect to your wireless router. Sometimes you just need to re-boot your router and this solves the problem. Occasionally the satellite modem may not be giving out routing informtion to your router/computer. Re-booting the satellite modem may fix this (switch off, wait 30 seconds and switch on again).

The problem may also be related to your computer's configuration. Is it set for dial-up? Does it have the correct IP settings? Is there a firewall setting preventing access (maybe other Internet applications are working?) If these issues are beyond your knowledge of computers etc. then call our support team and we will try to help. Please note that we are not experts on all computer operating systems and some details are difficult to debug over the phone. We can help establish whether the problem is a local one, due to wiring, your router or your computer's configuration. If we cannot fix the problem we will suggest the best steps you can take to resolve the issue.

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Satellite Terminal Equipment: Ultimately, if your satellite modem has no power light on, has an error indication or the lights are in an abnormal state, then the problem may be in the satellite equipment. Identify the type of modem you have and look at the pdf file of the modem (above). This defines what the lights do and what state you will see when the modem is connected to the hub correctly via the satellite. If no lights are on, then check that the modem is plugged in and switched on. If it is, check the fuse and the mains power supply.

If the power LED is on (or there is definitely some 'life' in the modem of some sort), note down the status of the lights and you can then re-boot the modem (switch off, wait 30 seconds and switch on again). If this does not clear the problem note what happens and call our support team. Sometimes the lights look OK and there are no error indications on the modem, but a re-boot clears the problem. Broadband system software is very complex and it is possible to have errors that cause such situations. If you have to do this very occasionally, then we would not be too concerned. However, if this occurs regularly (say more than once a month), then try to note what happens or what you were doing before the fault and call our support team.

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Hardware failures are rare, thus most modem issues are resolved by a re-boot or intervention by the satellite hub operations. The most common cause of 'hardware' failure is a misaligned dish. Dishes should be bolted to their masts very securely and will not move in wind forces up to 120 miles per hour. However, in extreme wind conditions the dish may move slightly due to the force of the wind itself or be hit by a flying object. In this case the dish must be re-pointed.

Once you have carried out the basic checks and you are still without broadband, then please call our support team on 01582 806892 (+44 1582 806892 from outside the UK). If you do not get someone answering your call, then please leave a comprehensive message including your name, Customer Id number, contact details, site details and nature of the problem. Our support team operates from 9 a.m. to 5 p.m. Monday to Friday (not English public holidays). We endeavour to respond to all calls within 4 hours during this time.

Motorised Dishes: If you are using a motorised dish, then if the dish appears to be working and pointing in the right direction first check that there is nothing blocking the line of sight to the satellite (even a small obstacle such as a lamppost or top of a tree can cause interference). If there is, move the vehicle/dish so that a clear line of sight is possible and see if the link comes up. If there is a good line of sight to the satellite, then record the messages on the dish interface display and the lights on the modem. Stow the dish and then re-activate. If the link does not come up, then record the messages on the dish interface display and the lights on the modem again and contact support.

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