Technical Assistance Centers

SkyVision is pleased to offer 24/7 multilingual technical assistance.

Tech.Assistance Center (24/7): +44 20 8387 1770 – Ext. 2



Who Uses SkyDirect?
  • Direct broadband to small offices, SOHO, SME, SMB
  • Gas stations, automotive service providers and car rental agencies
  • Hotel chains, travel agencies and tourist resorts
  • Financial institutions: banks, ATMs, insurance
  • Manufacturing facilities, branches, workshops, storage
  • Oil companies: head office, remote sites, rigs, wells, pipelines
  • Remote area services: telephony, video conferencing, data transfer
  • International and foreign representatives, embassies
  • Retail shops
  • ISPs, Internet Cafes, VoIP centers, Call centers
  • NGO’s
  • Public and government facilities
What is the most cost-effective hardware and operating system to deliver TX/RX capacity?

The most cost-effective hardware and operating system to deliver TX/RX capacity depends on the following factors:

  • Capacity
  • Type of Business
  • Location
  • Link Budget
  • Short term and long term company plans


The SkyVision support team will gladly answer any of your further questions. Contact the SkyVision support center at:

Phone: +44-20-8387-1770


What should I have ready when I call the SkyVision Technical Assistance Center?

To speed up the Technical Assistance Center processes and help SkyVision resolve your issues effectively, we highly recommend you have the following information on hand:


  1. IP addresses and login information for all the devices involved in the satellite link (DVB receiver, router, iDirect remote, etc.).

Check whether you have a lock on SkyVision’s carrier, and what is the Eb/No level. On every device that receives an RF signal you’ll find an indicator of reception quality, called either the Eb/No, Es/No, C/N or SNR (Signal to Noise Ratio). This is a numerical number, measured in dBm

How do I contact the SkyVision Technical Assistance Center?

You can contact the SkyVision Technical Assistance Center by:

Phone: +44-20-8387-1770


Where can I get equipment manuals?

To request a manual for your equipment, contact the SkyVision Support Center at:


Phone: +44-20-8387-1770


MSN Messenger:

What should I consider when choosing the location for the physical placement of the VSAT antenna?

In addition to achieving the optimal line-of-sight to the satellite, there are some very important elements to consider when choosing the location for the physical placement of the antenna. The following should be verified when

determining the antenna location:


  • Check to see that the site is relatively flat and level (using a leveler), and that it will be possible to conveniently access the antenna once installed.
  • Check the site for underground obstructions, such as buried cables or pipes.
  • Check the site for interference from WiMAX, microwave transmissions, cellular telephone towers and even airport radar.
  • The site should be free from construction. If construction work is planned in the area in which the antenna will be installed, the use of an alternate location should be considered as the construction can interfere with transmission or damage the antenna and its surrounding infrastructure.
  • Confirm that installation at the site will follow all local building codes regarding grounding, foundation

requirements, zoning rules, setbacks and any other requirements specific to your location.

What are the VSAT equipment room requirements?

Room and building preparations are required to ensure that the ground segment equipment can function well.The equipment room should meet the following minimum requirements:


  • Ambient temperature range between 20 and 25 degrees Celsius.
  • Maximum rate of air temperature change of less than 5 degrees Celsius per hour.
  • Relative humidity between twenty percent (20%) and fifty percent (50%).
  • Continuous air cycling with filtration for proper ventilation to ensure that equipment is kept free of contaminants and particle matter.
  • Fibrous material and gaseous elements should not be present in the equipment room.
  • Availability of an appropriate number of units of vertical rack space in standard 19″ equipment racks, as well as sufficient 230V AC, 10AMP outlets in each rack.
  • Measures implemented to prevent the build-up of electrostatic discharge (i.e appropriate straps and mats, and no carpeting)
  • Power should be provided using an uninterrupted power supply according to your local electrical code and

power requirements, with either rectified 230V AC or 110V AC outlets in each rack that will house equipment.

What should I consider when mounting a VSAT on a roof location?

Roof locations present unique concerns for an antenna installation, such as access to the antenna, the need to properly anchor the antenna mount, and terrestrial interference. Consider these factors before deciding to mount the antenna on a roof.


If you decide on a roof location, make sure that the location provides a clean, flat, secure, and construction-free environment with:


  • A lightning arrestor that is properly grounded.
  • An easily accessible point-of-entry for two coaxial cables, or a location where the installer can create a point-of-entry.
  • Secure access to the antenna away from unauthorized personnel.
  • An antenna surface capable of supporting the weight of the VSAT plus its wind load.
  • One 230V AC or 110V AC outlet near the installation site for use during both the installation process and

subsequent maintenance work.

  • A clear path or empty conduit to run a two inch minimum diameter coaxial cable from the building’s

point-of-entry to the base of the antenna.

  • Site security. The remote gateway antenna can create harmful non-ionizing radio frequency radiation to

humans. To avoid this, the antenna must be placed in a controlled area with restricted human access to the

physical air space between the antenna reflector and the output of the radio frequency amplifier.

How can I calculate my Azimuth and True Elevation online?

Please calculate your Azimuth and True Elevation online at: and follow these steps:


1) Type your location and press Go.

2) Choose your satellite from the drop down menu.

3) Scroll down to Dish set up Data, where you can view your Elevation and True Azimuth.


If you are using an offset antenna, subtract the offset from the true elevation angle to get the actual elevation.


(You can also calculate your Azimuth and True ElevationUsing the iSite “Antenna Pointing” Tool.)

Who Can Perform the Site Survey for a VSAT Location?

If you are not experienced in performing the site survey yourself, you should hire a Certified SkyVision Installer.


Contact your SkyVision Sales Manager for assistance.

What is the difference between the RG-6 and RG-11 Coaxial Cable Types?

The coaxial cable used to connect the LNB and the BUC should have a 75 (ohm) impedance and typically should be either an RG-6 or RG-11 cable. The decision made regarding which of these two types to use is one of cost vs. performance. The RG-6 cable is cheaper than the RG-11, but also suffers greater signal reduction. The RG-11 cable is usually more expensive, but provides a higher signal transmission performance. This performance difference should be considered when making any decision, along with any loss that may result from a larger distance between the iDirect Satellite Router and the antenna when making any decision.

How do I Calculate the Inclinometer Elevation Angle?

To calculate the inclinometer elevation angle, position the inclinometer on the metal surface that attaches the antenna to the mount. You will need to take into account that the inclinometer will be positioned vertically at 90 degrees to the ground. With this in mind, it is important to understand the following example:


If your true elevation is 50 degrees and your offset is 20 degrees, subtract your offset from your true

elevation, which will give you the total value of 30 degrees. Now, subtract your new elevation value of

30 degrees from the inclinometer’s starting value of 90 degrees. 60 degrees will be your desired

inclinometer elevation angle.

How do I check LOS (line of sight) when getting a lock or a site survey?

To calculate the line-of-sight you will need to do some basic mathematics. You can use the Microsoft Windows Calculator to perform the necessary calculations.

Where X is the height of the obstruction in front of the antenna and Y is the distance between them.


For example, if the obstruction is 8 meters high and 32 meters away from the antenna, you will need to perform the

following calculation: arc tan (8/32) = α


Use the Microsoft Windows Calculator to calculate your line-of-sight as follows:


1) Navigate to your windows calculator.

2) Choose View then Scientific.

3) Enter the height of the obstruction in meters and divide it by the distance in meters.

4) Choose the equals function.

5) Check the Invert box.

6) Choose the Tan function.

7) The result will be the minimum angle of your true elevation in degrees.

8) This angle should be lower than the true elevation angle of your antenna.

If you do not achieve a clear line-of-sight, relocate the antenna until this is achieved.

How do I align my antenna to the satellite?

To align your antenna to the satellite, refer to the manual sent to you with your LU (Line Up) schedule.

How do I know that I am aligned to the correct satellite?

To verify that you are aligned to the correct satellite, do the following:


  1. Check the alignment parameters, azimuth and elevation.
  2. Take into account the offset of the dish (if needed) and use a spectrum analyzer to find the beacon frequencies of the satellite.
  3. If you need to lock on to one of SkyVision’s DVB carriers, check to see if you can view it on the analyzer and compare its size (in bandwidth) to the link parameters you have been given by SkyVision.
Does SkyVision offer collocation services?

SkyVision offers collocation services, depending on several factors such as your equipment, teleport availability, and others. For further assistance contact your SkyVision account manager.

Is the SkyVision iDirect platform compliant with DVB-S2 Technology?

SkyVision offers the iDirect Evolution X3 Satellite Router which is DVB-S2 compliant. The iDirect iNFINITI Series, also offered, is not DVB-S2 compliant.