SkyMesh Questions & Answers (page 3 of 6)

Hi James, yes, I'm sure we can give you better speeds on Sky Muster than 16 Mbps on a 25 Mbps service. If the problem is your own computer, router or home network equipment, we can diagnose and work with you to fix that once you have transferred across. Thanks, Paul

Hi Lou, I couldn't find a SkyMesh customer in Thirlmere NSW who has been doing speed tests, but I can say that nbn co's Fixed Wireless is very patchy. Some radios on some towers are badly congested. Some towers are badly congested for all radios. What you should do is test your speed at peak hours and then compare that speed with what you get very late at night or very early in the morning. If you get good speeds at some time of the day, that's congestion. But f you get poor speeds at all times, you might have a problem with your Netgear modem/router. It shouldn't ideally be a modem, just a router. You can check that by plugging directly into the Fixed Wireless NTD and running some speed tests. If you have only just had your service installed, it's probably best to ask iiNet to troubleshoot. We'd love to have to transfer to SkyMesh but it's a bit of work for you and there's no guarantee that speeds will be better. I hope those suggestions help. Thanks, Paul

Hi Roy, we send customers an SMS with their SkyMesh email address and password. We send a separate SMS with their username and password for My SkyMesh. If you have a service that needs PPPoE authentication, you'll get a third SMS with the PPPoE username and password. If you're sure you're typing your password correctly, and you're using your SkyMesh email address and not, say, a Gmail email address, then you should give our Support Team a call and ask for their help. Thanks, Paul

Hi Sas, what nbn co expects the installer to do now is a "Site Survey". He finds a spot near your house that has clear line of sight to the Sky Muster satellite and marks that on a rough map. He should ask you if it's OK to install the dish on a pole at that location. If you agree he will prepare a quote for nbn co to approve. (You're not expected to pay for that.) Then he will come back with a post hole digger, a pole and a few bags of post-mix concrete and mount the dish there. He will run the cables back to your home, either in a trench or overhead. Then you'll have a Sky Muster service. Good luck! Thanks, Paul

Hi Linda&Bradley, I'm not sure what 'activation email' you're expecting, but I'm not sure that's something we send customers. If you please PM me your contact details and explain what you need I'll make sure we reply promptly. If you send us an email we send you back an auto-response email with a Ticket number, and if you PM that number to me as well, that will help. If you haven't received an auto-response email you may find it in your junk or spam folder. For Gmail we have information on how to whitelist our emails - https://www.skymesh.net.au/support/gmail.php All services we offer are activated before nbn co's installation contractor attends your premises. Most services don't need authentication details, but those that do have usernames and passwords that come with the routers we supply, and via email, and if you have a mobile phone, we send them via SMS. The password for your SkyMesh email is sent via SMS if you have given us a mobile number. You use your SkyMesh email address and password to access My SkyMesh. Thanks, Paul

Hi Alli, I'm sorry the installer couldn't get a signal, that's bad news. Yes, if you can't get Fixed Wireless, we (or your chosen RSP) can ask nbn co to change the classification of your premises from Fixed Wireless to Sky Muster. They do it automatically, but if not pressed they can take some weeks. If your Fixed Wireless service was ordered from SkyMesh, you can give our Sales Team a call and they can take a Sky Muster application over the phone and prompt nbn co to change your classification. Or you can apply online at https://www.skymesh.net.au/services/nbn/satellite/lts.php and we'll take it from there. Thanks, Paul

Hi Doug, I'm not sure I understand your question. Perhaps you're way ahead of me with the use of technology, but I thought you sent SMS messages via a mobile phone. If someone has worked out how to send SMS messages over a VoIP service, then I'm sure you can use our VoIP for that. If my answer doesn't make sense, could you please email [email protected] and ask the more technical-minded people there? Thanks, Paul

Hi Mia, nbn co has your property listed as "Service Class 7 - NBN Co has not yet determined the NBN Co Network footprint that will apply to this address. Planned serviceability date - Not available" That's not a common service class, so we have asked nbn co to explain especially since premises nearby have a service. Not knowing when nbn co will connect you applies to about 70% of Australia. nbn co may take a few weeks to respond, and then they may just say that they don't know and it may be a year or so before you get the nbn at your premises. I've asked our Sales Team to respond formally, but you shouldn't expect a quick connection to the nbn. I'm sorry that's not better news. Thanks, Paul

Hi Snarc, nbn co has an address checker on the front page of their website here - http://www.nbnco.com.au/ All you do is key in your exact address and it will tell you if you're eligible for a Sky Muster or some other nbn service. If they have Fibre or Fixed Wireless planned for your premises, it will tell you that. You would not be eligible for a Sky Muster service if, for example, nbn co says you're likely to get Fixed Wireless sometime in the future. I hope that helps! Thanks, Paul

Hi Hides, I'll ask our Sales Team to give you a call with an update. Thanks, Paul

Hi Rob3, Sky Muster teething issues are common across all providers, unfortunately, hence our drop in Product Review rating recently. But we sure we can do better with customer service. You can apply online here - https://www.skymesh.net.au/services/nbn/satellite/lts.php Once you have done that and confirmed your email address (check your spam or junk mail folders if you don't receive our confirmation email), give our Sales Team a call on 1300 759 637. They will explain the process, but in simple terms, you need to first cancel your service with your current provider, and once that's done, we can reconnect you. There will be an outage, from a few hours up to a day, but if you've been offline for two days without any assistance, that may not be a major problem for you. I hope that helps. Thanks, Paul.

Hi Kezz, it sounds like you may have a Wi-Fi problem if you can't get a signal two rooms away. To check if you have a problem with your SkyMesh service you should plug a computer directly into your router rather than via Wi-Fi. If the speed is good when directly connected, you have a Wi-Fi problem and it may be worth changing frequencies or even your router. This is the type of problem that our Support Team lives for, so give them a call and ask them to troubleshoot your problem. Thanks, Paul

Hi Cath, yes there is, just apply online then call our Sales Team and ask them to send your order direct to nbn co right away. Thanks, Paul

Hi Lyn, once we submit the order to nbn co they pass it to Ericsson and they hand it out to either Skybridge or Hills Industries. nbn co won't allow us to meddle in this process, but we can pass on customer complaints to them and ask them to follow up with Ericsson. Currently your order is In Progress in nbn co's Service Portal shows it as "Order planned completion date: 01/11/2016 13:00 AEDT". Can you please call Hills on Monday and ask them to confirm they are definitely sending a technician on Tuesday? (You should have an SMS or an email or something that has their phone number.) If they miss that appointment, please call our Sales Team on 1300 759 637 and ask them to lodge a formal complaint with nbn co. I couldn't see any unanswered emails from the email address we have on file for you, and we caught up on our callbacks a while back. Your Sky Muster application didn't list a mobile number, so I can't check for SMS messages that haven't been returned. Can you please send a new SMS to 0458 759 637 with just CALLBACK SALES and nothing else. You'll get a reply SMS with a Ticket number. Can you please post that here? That will allow me to find all the SMS messages you have sent us, and I'll see why you weren't contacted. Thanks, Paul.

Hi Mark, we sent your SkyMesh email address and temporary password via SMS to your mobile phone on 14/9/20p16 at 5:16 pm. If it's still not stored in your phone, our Support Team can give you a new temporary password, just call them on 1300 759 637. Thanks, Paul

Hi Linlee, if you have a Sky Muster service with a 25/5 Mbps Plan speed then 21.11 Mbps is 'reasonable' for the download, but 2.65 Mbps is a bit slow. This SkyMesh customer https://forums.whirlpool.net.au/forum-replies.cfm?t=2546741&ux=135993 gets around 23.9 Mbps download, which is close to but a bit better than yours, but he gets 4.3 Mbps upload. That's almost twice what you're getting. Slow upload speeds are usually caused by router problems, so that would be the best place to start. Try plugging your computer direct into the satellite NTD (modem) and reboot the modem and your computer. If you have a Windows computer, try rebooting it in Safe Mode with Networking, as that will bypass any third-party firewall or anti-virus software that may be slowing your uploads. If that doesn't help, you should call our Support Team on 1300 759 637 and ask them for help. nbn co hasn't yet announced Sky Muster speeds faster than 25/5 Mbps. Mobile broadband goes up to 20 Mbps in good reception areas so you shouldn't expect Sky Muster to be faster than mobile wireless broadband. Thanks, Paul

Hi AWal, one of our Sales Team will check with Redtrain Networks on Monday and give you a call and let you know how soon you'll be connected. Thanks, Paul

Hi poplar, the Interim Service finishes at the end of February 2017, so there's a bit of time left. With the ISS, SkyMesh chooses the Off-Peak times, and we're fairly generous. With Sky Muster, nbn co chooses the Off-Peak times, and they aren't so generous. If you're happy with your ISS, it may be worth postponing it again until later in the year. That will allow nbn co some more time to fix the issues they have at present. As we get closer to the end of the ISS, nbn co will allow us to order a Sky Muster for all our ISS service customers and have it installed without removing the ISS. Then as we get close to February, we can turn Sky Muster on and ISS off. If that's appealing, you could have a chat to our Sales Team and see how that could be achieved. Thanks, Paul

Hi Styles, I see you have spoken with our Sales Team already and they have answered your question. Thanks, Paul

Hi Barry, our Sales Team will; give you a call shortly and let you know the next step. Thanks, Paul