FAQ

On Quota Plans and Unlimited Plans you can get up to 20Mbps on download and 3Mbps on upload. As for Dedicated Service, you can achieve 100Mbps on download and 20Mbps on Upload.

The Freezone is relevant only to Quota Plans. Freezone starts at midnight and ends at 6am. During that time, usage is not counted towards the allocated quota allowance and therefore it is Free and hence the name Freezone.

You can monitor your Quota using our Quota Meter App on qm.universalsatnet.net

No. Quota is counted only on download. Upload quota is not counted.

If you run out of quota before the end of the month you will be disconnected from the Internet and will have to either wait for the next month to get your new monthly quota replenished, OR better yet you can buy a Top-Up Token that is valid for 12 months and can be used when you are out of Quota on the Monthly Base plan.

A Top-Up Token is like your spare tank of Quota. When the main monthly Base plan tank is out of Quota you can still use the spare tank to continue browsing the Internet. The spare tank is only used when there is no Quota remaining in the main monthly Base plan tank.

The service is competitively priced to match the needs of Enterprises of all sizes small, medium, and large. Please reach to one of our distributors on the ground or contact us for more information on pricing.

Yes. We regularly introduce limited time Promotions and offers on Hardware, Service, and Tokens. Please check the promotions section in our website for latest offers.

An indoor modem and an outdoor Unit with Antenna 1.0m, 1.2m or 2.4m in size depending on which band Ka , Ku, C band. The indoor and outdoor units are connected using a high-quality coaxial cable.

We provide manufacturing warranty otherwise known as out of the box warranty. If you require extended warranty that can be arranged with your local distributor or by contacting us.

An electric stabilizer is a must in order to protect your investment in hardware. Note that UPS is not enough as it will only work as a battery but not stabilize main electric current. Only Smart UPS will stabilize electric current but not regular UPS. Make sure you use an Electric Stabilizer or Smart UPS.

Grounding is a must for the electric sockets being used to connect to the hardware. Not having a grounded electric wall socket will result in an electric short in the modem. It is also recommended to ground the racking cabinet and the outdoor antenna. Please ask your electrician and or local distributor to assist with grounding.

Unless you are a certified installer, then the answer is NO. Installation of receive transmit systems is more complicated than installation of simple receive only TV antenna systems. You can take the training to become a certified installer. Please contact us if you are interested in that. In the meanwhile, please use the installation services of one of our local distributors.

You can buy the service from any of our local distributors. Please contact us for a recommendation to a local distributor.

Yes. All of our services are based on advance payment.

Yes you can terminate the service at any time. However, the service will continue until the end of the advance period that has been paid in advance. In other words, refunds are not provided once the service is invoiced. For enterprise services with committed signed contracts, a longer termination notice and termination clauses may apply.

Yes you can upgrade or downgrade the service at any time, however, you are limited to only one upgrade or one downgrade per billing cycle. The billing cycle starts on 00:00 hour on the first day of a calendar month and ends on 23:59 hour on the last day of the same calendar month. Note that no refunds are given as a result of a downgrade or an upgrade. Billing will be adjusted on the following billing cycle for downgrades. As for upgrades, billing will be adjusted immediately on a pro-rata basis noting that if the old plan was a quota plan then any remaining unused quota would be lost. If you have a quota plan and want to upgrade it is recommended to do once you are out of monthly quota or wait until end of the month.
For enterprise services with committed signed contracts downgrades may be restricted depending on the contract terms and condition

We do not refund amounts that have been invoiced in advance. The service is based on advanced payment that is non-refundable.

Yes you can. We encourage you to do that through one of our local distributors.

Standard billing cycle starts at 00:00 hour on the first day of a calendar month and ends on 23:59 hour on the last day of the same calendar month.

Yes you can. And you are encouraged to test that prior to buying the service. Some high-end VPN services with high encryption may require a dedicated service to work. But in most cases our regular service will suite most VPN applications.

Yes you can. Public IP subnets of /30 and /29 are provided at an additional cost per month. Please contact your local distributor for more details.

If you ever encounter issues with your service, you need to contact your local distributor immediately in order to give you instructions for troubleshooting. If the problem is not fixed remotely, then a technician will need to visit your location to fix it. In all cases our NOC (Network Operations Center) is always available to support the distributor support you.

As with all wireless communications, severe weather conditions may affect any wireless service. However, our network is equipped with ACM (Adaptive Coding and Modulation) as well as AUPC (Automatic Upload Power Control) which keep on adjusting Power, coding, and modulation in real-time so that the wireless satellite link remains up and stable 99.9% of the time.

There is a widespread myth that C-band is better than Ku-band, and that Ku-band is better than Ka-band when it comes to Rain Fade. This myth is based on the idea that Ka wavelength is smaller than Ku, and Ku wavelength is smaller than C, and the smaller the wavelength the higher the effect of rain, which is true. However, what many seem to miss is the fact that each wireless link is based on a carefully calculated Link Budget which will decide the size of Antenna and Transmit Power needed to achieve the needed bandwidth or speeds at the required availabilities. Most importantly is the Link Margin. Link Margin is higher on Ka than Ku and higher in Ku than C. So, for example a link budget may recommend to have 2-3dB link margin for C-band, 4-5 for Ku and 7-8 for Ka. That is how much additional Power needs to be increased in order to compensate for the loss resulting from heavy rain storms in each of the bands to remain up and running. In a nutshell, if you are doing your Link Budgets right, the net effect is that there should be no difference between Ka, Ku, and C band.