Assistance Nordnet - Slow satellite connection
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Slow satellite connection

Identifiant de l'article : 1528 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. 

You notice a lack of responsiveness when loading web pages and/or an abnormally low speed when downloading. First of all, remember that the throughput associated with your package is the maximum theoretical throughput. It cannot be achieved in all situations, and depends on a number of factors:

  • Satellite technology;
  • Temporary disruption to the satellite;
  • Approximate adjustment of your satellite dish;
  • A malfunction of the local network set up by your NordnetBox or router(Ethernet or Wi-Fi);
  • The configuration of your computer or device.

Distinguish between latency and an actual drop in throughput. To find out more, see the following article: Understanding the phenomenon of latency (response time)

Before going any further

Are you also experiencing delays outside peak periods (17:00-22:30)?

Restart your equipment

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

To test, connect a single device within 5 metres of the box and browse the pages on our www.nordnet.com site. 

 Is your browsing smoother/quicker?
Yes
No
The impression of slowness is not being caused by the satellite connection. Optimising your Wi-Fi connection can correct this : Where should the NordnetBox be placed for the best Wi-Fi connection? / Extend Wi-Fi throughout your home

Check the status of our services

Maintenance or an incident on the Eutelsat network may cause slowness. Please visit your Customer Area to find out more.

Check the quality of the dish setting 

The quality of your connection depends on how accurately your dish is set up, i.e., how it is pointed.

Incorrect installation can lead to a deterioration in the quality of the connection, resulting in breaks and/or slowdowns.

To check the quality of your pointing, follow the explanations given in article Testing the quality of the satellite installation in the Customer Area and correct if necessary.

Is your browsing smoother/quicker?
Yes
No
You’re done!

Check your IT environment.

Using certain software and/or using the wireless network may slow down your connection. To identify the cause of this malfunction, we recommend that you temporarily carry out the following actions.

1. Close any download software (e.g.: Bittorent, Emule) or FTP-type file transfer apps that are open. 

2. If you are using a Wi-Fi connection, test your connection by connecting your NordnetBox to the computer using an Ethernet network cable. For further explanations, follow the recommendations given in the installation guide for your Nordnetbox. 

If you notice a clear improvement, this means that the slowness is due to the use of the wireless connection. To optimise your Wi-Fi connection, see the article entitled Wi-Fi connection unstable.

3. If you have firewall software installed on your computer, disable it temporarily. In most firewalls, you can temporarily disable them via the notification area located near the time. You need to select your firewall by right-clicking on it, and click a message suggesting that you disable or suspend protection.

Contact the software publisher or your IT service provider to correct the problem.

4. After installing programmes from the web, additional toolbars or unwanted software appear in your browser. To return your browser to its initial state, reset its default settings.

Internet Explorer       Chrome      Firefox.

Is your browsing smoother/quicker?
Yes
No
You’re done!
5. Connect your computer directly to your satellite modem.
  • 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.

 
Is your browsing smoother/quicker?
Yes
No
The slowness is due to the use of the NordnetBox (or router).  Reconnect it according to the recommendations in its installation guide, then reset its configuration. If the slowness reappears after using the NordnetBox again, contact our technical team.
If you still cannot obtain a satisfactory speed despite these various adjustments, please contact our technical team.
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