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Frequently Asked Questions

You will find answers to some of the questions we often get from our customers

Useful info about satellite internet

About satellite broadband equipment

Installing satellite broadband

Useful info about satellite internet

Is satellite internet new and experimental?

This technology is not new, people have been watching satellite TV for decades, but there have been some recent advances to make satellite technology more suitable for connecting you to the internet.  

Unlike TV, internet over satellite requires a two-way connection. Users of satellite broadband both send and receive information to and from the satellite. Changes to how the data is packaged and the infrastructure both in space and on the ground, mean that you can now get much faster speeds; up to 50 Mbps over satellite broadband. That’s faster than many wired connections! 

What is satellite broadband?

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. 

Can I install satellite broadband anywhere, on any building?

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 installation 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 Brdy dish on your house and it will be installed in a similar area. So long as you have a view of the southern sky not obstructed by trees, buildings or other objects, you will be able to receive satellite broadband. 

Why do I need a view of the southern Sky?

You need a view of the southern Sky because that is where our satellites are. We use geostationary satellites, meaning they orbit the earth 22,000 miles above the equator and move at the same speed as the earth’s rotation. This means they appear stationary from earth. Because they are along the equator, they are to the south of us here in Europe. 

Can I check in advance if I can get a clear view to the satellite?

In the business we call this ‘line of sight’. You need line of sight to the satellite so that the information can be beamed to your satellite dish without interference. Tall buildings, trees and mountains can all cause issues with line of sight. Our satellite specialists will advise on the best location for your dish, but you can also have a look using Viasat tech tools app to zoom in on your house and see where the satellite needs to be pointing. You can then see if there are any buildings or tall trees that will be in the way using your smart phone. This is available in Apple Store or Google Play Store

How fast is satellite broadband?

We offer plans of varying speeds, you can check the specific plans available to you on the web site, or through Customer Services. The speed will vary according to your location, and if you find your chosen plan is not delivering a speed to meet your requirements, do let us know and we can talk through the options.  

Is there a limit on my data usage?

All Brdy data plans are unlimited, which means we won’t cut you off after you have used all your ‘priority data’. However, your average speeds will decline once you have used up your priority data.  

This drop in speed can affect what you are able to do online, so it’s important you understand how much data you need each month. We recommend you purchase a package that provides enough priority data for the majority of your needs. 

These are averages, meaning speeds can drop to lower levels depending on how many other users are on the network at the same time as you. Just like other wired internet connections your speed may be slower when lots of other people are using the network at the same time. 

At peak hours speeds can drop down into single figures for a time. 

What is latency?

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. This is 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.  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. For more information about latency, click here

Can I use satellite internet for online gaming?

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.  

I’ve heard about congestion, what is this and how could it affect my service?

Congestion can occur when lots of people are using the service all at the same time. The word congestion helps us to understand it as the congestion you face on the road is like the congestion you can face getting online. When lots of people try to access the service at the same time, average speeds decline, just like when lots of drivers are trying to drive along the same stretch of road. 

As with other broadband services, average speeds will decline during periods of congestion. Congestion is most likely during peak times. This is 5pm-11pm as well as at weekends and during the school holidays.  

Does the weather affect my connection?

The honest answer is yes, it can have a negative effect on the signal. For that to happen the weather would need to be extreme. 

What download and upload speeds can I expect?

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

Brdy offers up to 10 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 Brdy customer service team. 

Are there any limits on my data usage?

All our plans come with unlimited standard data. That means you cannot run out of data. Each plan has a set amount of priority data, an allowance where your speeds will be maximised against other users on the network. To experience the fastest speeds, it’s important you choose a plan with enough data allowance to cover your needs. Both packages benefit from our free night-time data so you can schedule major downloads and software updates overnight.  

Can I use a VPN with satellite internet?

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, 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. 

 

How long will I be tied in for?

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 14 days after your package has been installed and activated under the terms of the Brdy 14 day cooling off period. 

If you have opted for our standard ’30 day contract’ if you wish to cancel your service at any time you can do this by providing 30 days notice to us. 

If you have chosen a 12 month contract, this means 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. 

About satellite broadband equipment

What equipment do I need to connect to satellite internet?

We provide all the equipment you need to receive Brdy 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 positioned inside the house, the same as with traditional wired broadband. Your devices connect to the internet through the modem.  

Installing satellite broadband

Where can the satellite dish be installed?

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 have a look using this online tool Viasat tech tools app to zoom in on your house and see where the satellite needs to be pointing. You can then see if there are any buildings or tall trees that will be in the way. Alternatively, you can use the Viasat tech tolls app which allows you to view the satellite position using your smart phone. This is available in Apple Store or Google Play Store. 

It’s important that the Brdy 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 dish and the sky. If you are unsure about the installation, don’t hesitate to get in touch with our customer service team who can walk you through the process to get connected.  

How is the equipment installed?

Brdy will supply full instructions to complete to help you complete the self-installation of the system. If you would like to have the system professionally installed, then this must be arranged and paid for by the customer. Brdy may be able to put you in contact with a company that can assist with this, please speak to the customer service team for more information. 

 

Can I use satellite internet for my camper van or take it with me to my summer house?

The Brdy 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. 

 

How long will it take to get installed?

The Brdy equipment will be sent out to you once you have paid for the equipment and signed your service contract, as soon as your equipment arrives you can arrange this, and you can get online immediately the installation is complete. 

 

Useful info after you’ve joined Brdy

Can I change to a different package?

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

 

How can I change my mind after signing up for a Brdy package?

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

Once installed and activated, you have the right to change your mind and request a withdrawal.   

Under our 14-day satisfaction guarantee, how the return of your satellite equipment is managed depends on the status of the equipment and the service, this is summarised below;  

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, you can submit your request from your My Brdy customer portal.  

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). 

How do I buy or add an option to my subscription?

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

Which options do Brdy offer?

The offers available from Brdy are listed on the Brdy website 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 Brdy customer service team.  

 

When will my option be activated?

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.  

What are the terms and conditions when purchasing a Brdy product?

View the Contractual Conditions published on the Brdy website. If you sign up to a Brdy package you will also receive a copy of the Contractual Conditions attached to the Contract. 

Can I refer my friends and family? If so, how?

You will be able to be rewarded for referring your friends and family very soon; the Brdy team is working on it. But if you subscribe and you like the service, please feel free to let everyone know, we’d very much appreciate you spreading the word. 

How can I monitor my data usage?

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

I’ve just signed up, what happens next?

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

  1. Sign your digital contract
    Within two days of signing up, you’ll receive an email from Brdy 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.  

 

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

 

  1. Get installed
    Once your equipment has been delivered, if you have opted for Brdy to install the equipment, one of our engineers will get in touch to arrange a convenient installation date. 
Can I access satellite broadband outside elsewhere with Brdy?

Yes, we provide satellite internet access across a wide range of countries around the world. Please contact us to see if we can get you connected in your location. 

How can I access the ‘My Brdy’ Customer Portal?

Your My Brdy Customer Portal is accessed by visiting (LINK HERE ) and clicking on ‘Sign in’. 

How do I log in to My Brdy Customer Portal?

First visit; (LINK HERE) and click on ‘Sign in’. Here you will be asked to fill in your email address and password. The email address will be the same as you used when you first signed up to your Brdy service. If you aren’t sure which email you used, have a look through your inbox until you find your Brdy confirmation emails. This will be the email address to use. Fill in your password and click on ‘Sign in’. 

What happens if I forget my login details?

f you have forgotten your password, visit; (LINK HERE) and click on ‘Reset My Password’. You will be prompted to fill in your email address and will receive an email to this address with a code, which will allow you to verify your email. Follow the onscreen instructions to set up your new password and login. 

If you no longer have access to the email address you first signed up with, you will need to get in touch with Customer Services, how you can contact Customer Services is detailed in the ‘Contact Us’ page of this website.

How do I raise a case with Customer Services?

Raising a case with Brdy Customer Services is simple. First, log in to your My Brdy Customer Portal. Then, navigate to the Assistance section. 

Once in the Assistance section, please check out our self-help tips as these may cover the issue you are experiencing. If you have read the most relevant of the frequently asked questions and still need assistance, click on No in response to the question ‘Did this solve your issue’ 

 

Making the most of your broadband

How can I protect myself from online threats?

The Internet is a tool that is open to the entire world, and it can serve as a vehicle for many different kinds of threats to your IT equipment, the security of your personal data and your private life. We recommend that our customers find out about potential threats and obtain protection (anti-virus software, etc.). 

How do I manage parental control?

Internet access opens up the world and provides many opportunities. However, children may access information that could be offensive, and they could come into contact with people with malicious intent. We recommend that our customers find out about these threats and use a parental control tool to protect their children from potential danger. To assist you with this we have listed some of these tools here.

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