Satellite connection not working

Identifiant de l'article : 1527 Dernière mise à jour : 10/12/2024

This article is intended for subscribers to the Orange Satellite with Nordnet, with a K1 Satellite Kit, which includes the Hughes satellite modem.

Symptoms: You or your aerial installer have installed the satellite kit and you are unable, or no longer able, to establish an Internet connection (no browsing, no messaging, etc.).

This can be explained by:

an error or failure in activating your subscription on the https://client.konnect.com/activation page;
a temporary issue with the satellite;
a malfunction in your satellite installation (cables, dish pointing, etc.);
a malfunction of your NordnetBox or router (configuration, cables, etc.);
the configuration of your computer, smartphone or tablet, etc.

If your satellite subscription has not yet been activated, or if you have just received a new satellite modem as a replacement, read the article on this subject: “Problem activating the satellite subscription”.

First steps

1. Check that the equipment is switched on.

Make sure that the modem and/or the NordnetBox (or your router) are receiving electrical power. If any of the devices fail to light up, check that:

you are using the correct power supply, i.e., the one initially supplied with the equipment.
the electrical plug for the power supply is correctly connected to the equipment.
the 220V power cord for the power supply unit is connected to a working electrical socket. If necessary, test on another electrical outlet.

2. Restart your IT equipment:

Unplug the modem/NordnetBox from the mains
Reconnect the modem, then wait 2 minutes;
Reconnect the NordnetBox, then wait 5 minutes

For the next step(s), it is important to connect your computer to your NordnetBox via an Ethernet network cable. Use of Wi-Fi will be introduced later.

*Test the connection: From your computer, open your browser, then type www.google.fr in the address bar and press Enter to confirm. Enter one or more keywords of your choice in the Google search window.

Are the expected results displayed?

Yes

The satellite connection is working. The problem’s solved!

Check the status of our services

Maintenance or an incident on the satellite operator’s network may cause a temporary interruption to the connection.
Check the home page of your Customer Area to see if an incident or maintenance operation is in progress.

Move on to the next point if no incidents or maintenance operations are reported.

Connect the modem directly to the computer

Disconnect the network cable from the computer 1.
Unplug the network cable entering the satellite modem 2 from the NordnetBox or router.

Connect the network cable from the Satellite 3 modem to the computer. A small “click” confirms that the network cable is correctly connected.

Try a Google search again.

Are the results of your search displayed?

Yes

The fault is clearly the result of a poor connection between the modem, the NordnetBox and the computer. Please reconnect the NordnetBox following the recommendations in its installation guide.

It is important at this stage to connect your computer directly to your NordnetBox via an Ethernet network cable. Use of Wi-Fi will be introduced later.

Try a Google search again.

Test the connection again. Are the results of your search displayed?

Yes

The satellite connection works! If you were previously connected via Wi-Fi, or would like to be, (re)connect now. If you have any problems, please see the article “Wi-Fi connection not working”.

Please restore the NordnetBox’s default settings. If the connection still doesn’t work, please contact our technical department.

Check the installation of the satellite connection

A fault in your satellite installation is probably causing the problem.

E.g.: Incorrectly pointed satellite dish, badly crimped coaxial cables, fault with satellite modem, etc.

To check your satellite installation, visit your Customer Area. If an operation is required:

Check that the coaxial cables are correctly crimped and connected. For more information, refer to the satellite kit installation guide.
Check the environment, making sure that nothing is interfering with the signal from the transmitter/receiver head to the satellite.
E.g.: Snow, tree branch, building, fog, heavy rain, snow, power cable, etc.
Review the pointing by following the explanations in the installation guide for the satellite kit that was supplied to you.

At this point the test procedure, you have checked and, if necessary, corrected the setting of your dish.

Your connection should now be operational!

Try a Google search again.

Are the results of your search displayed?

Yes

The satellite connection is working. You can reconnect the NordnetBox or your router to your computer system, following the recommendations in its installation guide.

It is important at this stage to connect your computer directly to your NordnetBox/router using an Ethernet network cable. Use of Wi-Fi will be introduced later.

Try a Google search again.

Are the results of your search displayed?

Yes

Wi-Fi navigation not working.

Please restore the NordnetBox’s default settings. If the connection still doesn’t work, please contact our technical department.

Check the computer configuration

1. Make sure that the connection is configured using DHCP on your computer. Windows 11 /

2. Restore your browser’s default settings.

Internet Explorer Chrome Firefox.

Test the connection.

Are the results of your search displayed?

Yes

The satellite connection is working. Please reconnect the NordnetBox following the recommendations in its installation guide.

Test the connection again.

Are the results of your search displayed?

Yes

If you were previously connected via Wi-Fi, or would like to be, (re)connect now. If you have any problems, please see the article “Wi-Fi connection not working”.

Please restore the NordnetBox’s default settings. If the connection still doesn’t work, please contact our technical department.

Please contact our technical department.