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.