Customer FAQ

About Satellite Internet

Satellite broadband provides a way of connecting to the internet without the need for a traditional wired connection. Instead of connecting to the internet via cables that run from an exchange into your house, satellite broadband allows you to connect to the internet using a satellite dish installed on your house that transmits and receives information to and from our satellite in space.

We provide all the equipment you need to receive Konnect satellite broadband.  This includes the satellite dish, the transceiver, the modem and cabling.  

The satellite dish 
In most cases the dish will be positioned on an outside wall of your house. The standard dish is 74 cm in diameter and needs a clear view of the southern sky. 

The transceiver  
The transceiver faces into the dish to pick up the signal.

The modem 
The modem is a small electronic box, as in traditional broadband. Our installer will run a cable from the dish into your house to connect to the modem. You can then connect your devices to the Internet directly to the modem using an ethernet cable or wirelessly using the integrated WiFi.  

Latency affects all types of internet connection. It is the time taken from when you request data to when you receive it. If you are using superfast fibre networks the latency will be so short you won’t notice it. With satellite broadband, latency is longer. That’s because the signal has to go up into space and then back down again.  What that means is that web pages might take a little longer to load at first, or a streaming service like Netflix might take longer to start. Certain apps on your phone in particular banking apps might seem a little slower starting up than you are used to.  However, this doesn’t mean the internet service is ‘slow’, it just reflects how the internet is delivered to your home via our satellite in space so once you are browsing or streaming there is no difference

The average latency in satellite communications is around 600 milliseconds. You shouldn’t notice this when browsing, streaming video or listening to music. But it is noticeable when you need fast two-way communications. For example, you may well experience a lag when video conferencing on a tool such as Teams or Zoom. This lag will be too great for some types of online games. Read more in our detailed overview of latency with satellite Internet.

If you are an avid gamer, especially if you play fast-paced, multiplayer games like Fortnight or Call of Duty, you’ll notice the higher latency. Your character might not move when you move the controller and you’ll be beaten by players with lower latency as even if you push the button first, there will be a short lag on your side. That’s why we don’t recommend satellite broadband for gaming. 

 

Our installers will advise on the best location to install the satellite dish, but if you would like to get an idea of where on your property this might be, you can download our app. You can download the Konnect Install App from the App Store or Google Play. Once you have it, simply grant location access and permission to use your camera, this will allow you to see the location of our satellite in your surroundings and highlight where the dish would be best placed. It’s important that the Konnect equipment has a clear line of sight to the satellite. All this means, is that there should be no tall trees or other buildings between the equipment and the sky. If you are unsure about the installation, don’t hesitate to get in touch with our satellite specialists on 04493 17022 from Ireland (cost of a local call) who can walk you through the process to get connected. 

The Konnect equipment needs to be installed in a fixed location and pointed towards our satellite in space. This means it cannot be moved. The dish does not automatically orient itself towards the satellite in space and it is not designed to provide satellite communications on the move. You also can’t use it outside of the country for which it was purchased.

Konnect packages

Nowadays, satellite internet offers download speeds of up to 100 Mbps (average of 75 Mbps) with our best packages. 

Konnect offers up to an average of 3 Mbps when uploading. These speeds vary depending on the package you choose. All our packages let you use the Internet for anything you want: online browsing, sending emails, social media, streaming music and videos, etc.

Speeds may vary and depend on various factors. If a large number of people are using the network, your browsing speed may be affected. 

If you notice that you need more priority speed Internet every month, you can switch to a higher subscription package by contacting your konnect customer service team.

All our packages come with unlimited usage. That means you cannot run out of data. Each package also includes a set amount of priority data where your speeds will be highest. This is 20GB for konnect Easy, 60GB for konnect Zen and 120GB for konnect Max. To experience the fastest speeds, it’s important you choose a package with enough priority data to cover your needs. Any data used between 1 am and 6 am won’t be counted so you can schedule major downloads and updates overnight. 

When we receive your subscription, our installation partner will contact you to arrange an installation date. The installer will set up your equipment: they will install the antenna, start up the konnect box and check that your Internet service is working properly. 

Installing konnect equipment can be rather complex depending on where you live. The cable must be good quality and the antenna correctly positioned to optimise the signal and ensure you get the highest-quality service. That’s why a professional installer contacts you after your subscription to carry out your installation.

Using satellite internet will not stop you connecting to a VPN, but there are some things to check. First, you need to find out if your VPN is an IPSec type of VPN or not. If it is, this may require a static IP address, which can be added as an option, at €5 per month to any of our plans. 

You should also note that with certain VPN connections, information is encrypted, and so we can’t apply packet acceleration technology. This is a technology we use to help data efficiently travel the distance between your system and our satellite. If your VPN encrypts information, you might experience performance problems, or the system may not be able to run. If you’re unsure what type of VPN you have or what encryption is used, just give us a call and we can advise on whether the connection might be suitable or not.

Becoming a customer

We are sure that you will be happy with the service, but if not, you have the right to withdraw from the service up to 60 days after your package has been installed and activated.

Konnect packages include an 11-month commitment, plus pro rata of activation month. After this period, the subscription is renewed monthly, which makes it easy for you to end the contract if your situation changes.

If you want to change package, you can! Just contact your konnect customer service team and an adviser will be happy to help you and inform you of any conditions associated with these changes.

You can cancel your order anytime before your equipment is installed and activated. Simply call your konnect customer service team or get in touch via your My konnect Customer Portal. 

Once installed and activated, if you have purchased your subscription online or over the phone, you have the right to change your mind and request a withdrawal.  

This consumer right extends up to fourteen (14) days from when the services included in your satellite broadband package are activated.

In addition to the foregoing, under the current “60-Day No Commitment Promise” applicable to any first subscription made between May 1st, 2021, and January 31, 2022, you have the possibility to terminate your contract without paying the termination fee for a period up to sixty (60) calendar days following the Activation of the service. Your Activation fee will be refunded but you will not be refunded any non-standard installation costs if they apply.

In any case, you will need to return the Wi-Fi Modem (accompanied by the cables and power supply) within a period of thirty (30) days since the communication of the withdrawal/termination. Failure to do so will result in an invoice.

To exercise your right to withdraw, just fill in the downloadable form available here and return it, within the period of fourteen (14) days, to the following address: Eutelsat S.A. – konnect Service Management Client – 32, Boulevard Gallieni – 92130 Issy-les-Moulineaux – France for all countries except for installations in Spain, for which you should send it to the following address : Europasat Ibérica SL – Servicio de Gestión de Clientes konnect – Paseo de la Florida nº 16 – 1ºE – 28008 – Madrid España

You can also send a written request to the same address (but please note that in order to allow us to process your request, it must contain the same information as the form, i.e. your full name, installation address, the name of the package, the activation date of your package and, preferably, the reason for your change of mind).

In addition, you can also send your withdrawal request from your My konnect customer portal. 

Once the subscription has been confirmed, we will arrange an installation appointment with you. The Internet package will be activated as soon as the installer has entered the -Activation Key- . This finalises activation of the konnect box (installation generally takes place about four weeks after subscription). 

It’s easy to add an option to your subscription! Contact your konnect customer service team.

The offers available with your konnect package are listed on konnect.com, once you select a package. New customers can purchase an option at the same time as subscribing to a package. Existing customers can add options to their subscriptions by calling the konnect customer service team.

If the option is purchased with an internet package, it will be activated at the same time as the internet package. If the option is purchased at a later date, it will be activated immediately (or just a few minutes) after purchase. 

View the Contractual Conditions within the “Shop with confidence” section on the konnect.com website. If you sign up to a konnect package you will receive a copy of the Contractual Conditions attached to the Contract which you will need to sign and return to us. 

You will be able to refer your friends and family very soon; the konnect team is working on it. But if you subscribe and you like the service, please feel free to let everyone know!

Customers of konnect can monitor their data usage in the My konnect customer portal.

Konnect Installation

There are a few basic requirements for installing satellite broadband. The system requires a satellite dish to be installed on your house, so it is important your building material can support this dish. For example, we can’t install on wooden structures. If your house is made of anything other than brick, block or concrete, you will need to give our satellite specialists a call before signing up to discuss installation options. 

If your house is rented, you will need written approval from your landlord before signing up. Similarly, you will need approval from the relevant authority to install the dish on a listed building or in a conservation area.

It’s helpful to consider whether you have or used to have a satellite TV dish on your house. If yes, we can be confident that you can have a Konnect dish on your house and it will be installed in a similar area.

This sounds technical, but is quite simple. When we refer to line of sight, we are talking about the path between the Konnect satellite dish that will be installed on your property and the Konnect satellite in space. A clear path is needed between the two, free from any obstructions such as trees or tall buildings. When we say you need a clear line of sight, we mean you need a clear view of the sky in the direction of our satellite. Checking whether you have line of sight is easy when you use our Konnect Install app. Its available on the App Store or Google Play. Once you have it, simply grant location access and permission to use your camera, this will allow you to see the location of our satellite in your surroundings and highlight where the dish would be best placed. Be sure to position yourself along the southern wall of your property to get the best line to the satellite. It is important that you carry out this check before placing your order. 

The Konnect equipment will be sent out to you once you have paid your activation fee, signed your contract. Our local installer will then get in touch with you to arrange a convenient time for the installation. It is currently taking up to 3 weeks for installation.

We appreciate that things change and you may find yourself unavailable on the agreed installation day. With enough notice, this is not a problem. Please provide at least two working days’ notice if you wish to reschedule your installation. Our installers are specialists in their field and often travel a long way to get to you, so it is important for us to schedule visits in advance. 

Most Konnect customers have a standard installation of the Konnect equipment where the satellite dish is installed high on an outside wall, using a standard tripod bracket.

Yes, it does. The cost of a non-standard installation varies depending on what is needed. Some indicative costs are set out in our Tariff and Fees Guide, but if you would like to discuss a non-standard installation and receive a quotation tailored to your property, simply give us a call and we will arrange this for you. 

Our installers will contact you by phone to arrange a convenient time for installation. It’s important that you are available, and at your property, at the agreed time. We’ve prepared a detail guide that walks you through each step of the installation process here

Congratulations! It won’t be long until you will be enjoying your Konnect satellite broadband. There are 3 key steps to getting Konnected now.  

1. Sign your digital contract
Within two days of signing up, you’ll receive an email from DocuSign with your digital contract. Simply digitally sign this [and fill in your monthly payment details]. Signing you contract will allow us to dispatch your equipment.  

2. Receive your equipment
Once you have done step 1, we’ll send you an email with a link from our courier, UPS. This will tell you the delivery date for your equipment. 

3. Get installed
Once your equipment has been delivered, one of our engineers will get in touch to arrange a convenient installation date. You can find out more about the installation process here.