Nova Broadband Router User manual

Broadband Troubleshooting Guide
Version 1.2
If you have problems with your broadband service please carry out the
following steps in the order given. This will give you the best chance of getting
a quic resolution:
1. Reboot your PC, router and Nova connection
2. Check all cabling
3. Bypass your wireless router
. Do “ping tests” to find where the fault is
5. Refer to the knowledge base if you have another internet connection
6. Contact Nova Broadband support
Over the following pages, we will elaborate on all of these steps. We will use Windows
XP and Vista/7 instructions where required. If you use a different operating system,
please refer to your documentation.
Please note that the broadband service provided by Nova Broadband rarely ever
suffers networ failures causing a loss of supply to customers. This is because we
have invested heavily in robust networ design and implementation. On the rare
occasion a central fault does occur, our monitoring systems will notify an on-call
engineer immediately by SMS and we mobilise to rectify the fault, usually within an
hour or so.
Occasionally an individual customer's receiving antenna unit can develop a fault and it
is usually by completing some simple steps this can be resolved. If you have
completed these steps and are still without service after more than a couple of hours,
please contact us for further support.

1. Reboot your PC, router and Nova connection
First you need to reboot your PC properly. If it is a laptop, this means not just closing
the lid, hibernating or suspending it. Please follow the following instructions:
Rebooting Your Windows XP PC:
Clic Start > Turn Off Computer:
Clic Restart:
Rebooting Your Windows Vista/7 PC:
Clic the Windows button (in the bottom left) then next to the loc icon, clic the right
arrow as shown here:
Then clic “Restart”

Rebooting Your Router:
On the bac of your wireless router (if you have one!) you will see a thin blac round
plug (li e a phone charger). Pull this out of the bac of the router for 10 seconds and
then plug it in again. Give your router about two minutes to come bac to life.
Rebooting Your Nova Connection:
Follow the cable from the antenna (coming from your attic or through the wall from
outside – it is usually a light grey cable). You will find a POE injector that loo s li e
one of these:
You will see a power cable plugged into this device. Pull this out for 10 seconds and
then plug it in again. Give your connection about two minutes to come bac to life.
This action of rebooting everything will resolve many connection problems.
If you still don't have a connection after completing this procedure,
please move on the next step.

2. Check all cabling
Over time, cables can become dislodged or damaged. If you do not have an internet
connection, a cabling fault is a li ely reason. A simple diagram of your Nova
installation shows how the cables should be laid out. Even if you believe that nothing
has been moved or changed, please follow these cables as per the diagram and re-
seat all connections:
Nova Cable Setup
1) Follow the cable coming in from the antenna (it is usually grey)
This should plug into the POE injector into a port labeled:
CPE or P+Data Out or POE
Plug this cable out and bac in, ma ing sure it clic s in well. Test your internet
at this stage. Examine the contacts on the connector for any dirt, water or
green corrosion. If you find any of these, the cable will have to be replaced by
our installers.
2) From the POE injector, another similar cable should go from the port labeled:
PC or Data In or LAN
to your PC or wireless router. Again, disconnect and re-seat both ends of this
short patch cable, ma ing sure they clic in well. Again, test your internet.
3) If the POE injector (the little box with two networ cables and one small power
cable going into it) has a light, chec if it is on. Chec that the small blac
power cable is plugged in properly. Remove and re-seat it. Follow this cable
bac to the wall soc et. Ma e sure the power supply is plugged in properly to a
live soc et. If the light on the POE is off, chec if the power supply is stone
cold. It should be at least little bit warm.
If you still don't have a connection after completing this procedure,
please move on the next step.

3. Bypass your wireless router (if you are using one)
Wireless routers (and the PC wireless drivers/interfaces that connect to them) can be
notoriously troublesome, especially when using Windows Vista. An ESSENTIAL step is
to bypass your wireless router (if you are using one).
First, power down your wireless router by removing the round, blac , thin plug from
the bac of the router. (This will ensure your PC drops its wireless connection).
Then remove the networ cable (glassy, fat, telephone-style plug) from the bac of
the router (the one that goes into a soc et that stands alone, usually labelled “WAN”,
“Internet”, “Cable/DSL” or similar.).
Plug this cable into your laptop/PC (you will now have the POE injector connected
directly to your PC) and wait one minute. Now test your internet. If you have wor ing
internet now, you have a problem with either the wireless router or the PCs ability to
log on to it. You need to contact a PC technician to resolve this.
If you still don't have a connection after completing this procedure,
please move on the next step.

4. Do “ping tests” to find where the fault is
Windows XP: Clic on Start, then All Programs, then Accessories, then Command
Prompt.
Window 7: Clic on the Windows icon (bottom left), then All Programs, then
Accessories, then Command Prompt.
You will see a blac window:
We will first chec your connection to the Nova antenna at your home or office. Type
the following command:
ping 192.168.100.1
and hit Enter or Return.
If you get replies (don't worry about the numbers)
then you are properly connected to the Nova antenna.
If you do not get replies:
You may have a problem with cabling. Please see guide above.
You may have a problem with your wireless router if you have one.
You may have a problem with your computer or operating system.
In this case, we cannot give further support to you regarding your home networ
(router or PC). There are simply too many models out there and too many things to
diagnose over the phone. You should now contact a PC technician.
If you do get replies, you are properly connected to the Nova antenna. Please
continue overleaf...

Next we will chec to see if you can reach one of our DNS servers (this will tell us if
you have basic low-level networ connectivity): Type:
ping 91.142.110.5
and hit Enter or Return.
If you get replies, you have a basic internet connection. Continue to the next step.
If you don't get replies, you need to contact Nova support.
Now we will test DNS (an essential function to use the internet). Type:
ping www.novabroadband.ie
and hit Enter or Return.
If you get replies, you have a wor ing internet connection. If you can't surf websites,
your web browser (Internet Explorer, Firefox, etc) is bro en. You now need to contact
a PC technician as your broadband is functioning well but your PC has a software fault.
If you don't get replies, (but did at the last step), you have no wor ing DNS. Please
reboot your PC, router and Nova connection.
If you still don't have a connection after completing this procedure,
please move on the next step.

. Refer to the Knowledge Base
If you have another internet connection (at home, in wor , on your mobile) then refer
to the Knowledge Base on the Support section of our website where many specific
queries are answered.
If you still don't have a connection after completing this procedure,
please move on the next step.
6. Contact Nova Broadband Support
If you have completed all of the steps in this guide, please contact Nova Broadband
Support by either:
•raising a helpdes tic et on our website under “Support”
(direct to engineer - monitored 7 days including evenings and wee ends)
•emailing “support@nova broadband .ie ”
(direct to engineer - monitored 7 days including evenings and wee ends)
•phoning 021 2429560
(via reception, 9am to 5.15pm Monday-Friday, voicemail outside these hours.
The receptionist will raise a helpdes tic et for you and an engineer will call you bac )
Please include as much detail as possible when reporting a fault. Helpdes tic ets are
dealt with in rotation by engineers who will diagnose your issue and perform a line
test.
In the event we find that your line is functioning, we will inform you that you have a
home/office networ problem and need to contact a PC technician. If we determine
that your line has a fault, we will contact you to discuss the appropriate remedy.
Please note that Nova Broadband cannot provide support for home/office net orks, ireless
routers, computers or operating systems. We have the ability to perform a line test remotely
and our support offering ends at the LAN port on the POE injector
( hich is the demarcation point for the service).
We ill in this case do our best to point you in the right direction.