Service information

Service quality

Under article 113 of the law of 13 June 2005 on electronic communications, operators are obliged to publish up-to-date information on the quality of their services on their website.

Internet access speeds

Fixed network

The Nordnet Satellite Kit allows you to exchange data via the Internet with theoretical maximum speeds of up to 200 Megabits per second (Mb/s) in reception and up to 10 Mb/s in transmission. To keep track of your consumption and speeds, you can consult the Customer Area.

The maximum speeds offered are understood to be those available on the Satellite Kit and the NordnetBox, subject to normal use, your location within Belgian territory, the absence of any impact of an external element on the service provided by Nordnet, the correct installation of the Satellite Kit, its correct polarisation and pointing, and the maintenance of the prerequisites (e.g. evolution of vegetation, construction, etc.).

These speeds are only indicative insofar as they may drop temporarily, depending on your consumption and in particular:

• During periods of heavy use, or even saturation, of the satellite network by all users;
• Due to obstacles to the reception or transmission of the satellite signal, climatic factors, simultaneous use of the connection within your household, the use of PLC sockets or other connection intermediaries, the configuration of your premises, the connected devices used, etc;
• When downloading updates;
• Due to a Wi-Fi connection and/or the use of equipment/standards that only allow the reception of a certain level of speed;
• Depending on the applications or sites consulted, in the case of specific uses of the Internet requiring a fast response time or ping, and/or a high speed or bandwidth, such as network games or sustained downloading (e.g. peer-to-peer software updates, VOD, etc.), downloading (up or down) of content, data, etc.
• Uses that cannot tolerate the transit time associated with satellite transmission constraints are not recommended. Details available at https://www.nordnet.com/be/en/terms-and-conditions.

The indicated data speeds may be reduced by the satellite operator to ensure fair use of Internet among the users of the satellite operator’s network and to protect the operator's installations, particularly during periods of high demand.

Your service may be suspended in case of abusive use: https://www.nordnet.com/be/en/terms-and-conditions.

For any additional information or complaints regarding data speeds, please contact +33.9 69 360 360 (Cost of a VOIP call to France).

The access speeds for Orange with Nordnet Satellite Internet from the fixed network are:

Definitions

Maximum speed: The maximum speed is the speed value that the user can expect to obtain at certain times, in principle at least once every 24 hours.

Normally available speed: The normally available speed is the speed value that the customer could expect to receive most of the time when accessing the service (i.e. at least 95% of the time).

Minimum speed: The minimum speed is the value of the speed below which the access provider undertakes never to go, except in the event of interruption of the Internet access service.

Advertised speed: The advertised speed is the value of the speed mentioned by the access provider in commercial communications.

The subscription download volume is included in the contract.