Nova Broadband Router Troubleshooting 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 quick resolution:

1. Reboot your PC, router and Nova connection

2. Check all cabling

3. Bypass your wireless router

4. 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 network failures causing a loss of supply to customers. This is because we
have invested heavily in robust network 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:

Click Start > Turn Off Computer:

Click Restart:

Rebooting Your Windows Vista/7 PC:

Click the Windows button (in the bottom left) then next to the lock icon, click the right
arrow as shown here:

Then click “Restart”

Rebooting Your Router:

On the back of your wireless router (if you have one!) you will see a thin black round
plug (like a phone charger). Pull this out of the back of the router for 10 seconds and
then plug it in again. Give your router about two minutes to come back 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 looks like
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 back 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.