SkyMesh Questions & Answers (page 4 of 6)

Hi Michelle, your Sky Muster service was activated by SkyMesh on 04-Aug-2016, so it doesn't need to be activated. If you haven't already done so, can you please power down the satellite modem and then turn it back on again. They are taking up to a few hours to come online after a power cycle. We'll ask our Support Team to give you a call, but this is the exact reason why our wait times are so long at present and why our Product Review scores have plummeted. Sky Muster is very problematic at present, but nbn co assures us they will have most of the bugs out of the new system by ther middle of October. Thanks, Paul

Hi Derek, do have some Ticket numbers you can post? That would help us track down why you're not getting replies. Thanks, Paul

Hi Barry, you may have read in the press that nbn co and the Tasmanian Government are having talks about providing Fixed Wireless services in your area rather than Sky Muster, to give you better speeds, lower latency and larger data allowances. nbn co currently has your address classed as 'Service Class 7 - Not Serviceable - Planned Satellite', which means nbn co hasn't decided whether you're getting Fixed Wireless or Satellite. We have an automated process that checks your service class and if it changes from 'planned' to Sky Muster we place the order. Our Sales Team will let you know officially what's happening this week. Thanks, Paul

Hi kylagh1963, thanks for your question. Our best estimate is that your service will be installed by the end of September, however that's subject to how busy nbn co's installers are in your area, and on weather and flooded roads and all the other issues that may crop up with rural installations. You mentioned in an email to us, and also in your question, that you were promised an installation within 35 days. We haven't been able to find any reference to any emails we have sent you that gave an indication of the installation timeframe, much less a 'promise' of 35 days. There's nothing in the online signup that indicates any timeframe at all, so that's a puzzle. We'll send you an email just asking where you were told that and that will help us make sure we're not giving incorrect information to customers. Thanks, Paul

Hi Carole, that's a very good question. Unlike the previous Interim Satellite Service, you can cancel a Sky Muster service and reconnect it later without a service technician having to visit and replace the modem. So, when you're heading off, just give us 30 days notice and cancel. Once you know the date you'll be back, just apply again online (say a few days beforehand) and we'll reactivate the service for you. Easy! Thanks, Paul

Hi Nai285, we sent you an email confirmation at 4:00 pm on 24/5/2016 asking you to confirm your email address and confirm your order, but we didn't receive a reply. You use Hotmail so if you didn't receive it then it probably went to your junk mail or spam folder, and it may be long gone. I've sent the confirmation email again just now, so please look in your spam or junk mail folder, find it and click the link to confirm your email. While you're there, please tell Hotmail that emails from SkyMesh are not junk. Once you have done that, can you please respond here and we'll process your order and get it to nbn co right away. Thanks, Paul

Hi HarryT, your Sky Muster application was rejected by nbn co due to an addressing issue, but they have fixed that now and we resubmitted it a few days ago. You should hear from the installers this month with a likely installation date of late this month or early next month. We look forward to having you join SkyMesh. Thanks, Paul

Hi Ann, the promising news is that your premises is classified by nbn co as Service Class 8 - Serviceable by Satellite, VSAT Terminal and NTD not installed, so you're eligible for a Sky Muster satellite service. You don't have any existing equipment to be removed, so that's also positive. Your application is ready to be uploaded to nbn co, and based on your position in the queue and the daily order limit nbn co has allocated us, that should by the end of this week. Then we need to wait until nbn co's Managed Service Partner allocates it to their installer in your area. They will contact you direct and suggest an appointment time. What we don't know is how busy your local installer is and what backlog they have; nbn co doesn't allow us to contact the installers, we need to trust them to do their job. If I had to guess, I would say that you would hear from the installers in August, and your service would be installed late August or early September (installer issues aside, and weather permitting). Thanks for choosing SkyMesh and good luck for an early install. Thanks, Paul

Hi simxashl, it's something we have considered. We would only be able to offer it in some locations where nbn co offers the higher speed service. We order 250/100 Mbps services from nbn co now and we speed limited the 250 Mbps down to 100 Mbps to make our 100/100 Mbps Plans. Could you please email our Sales Team at [email protected] and ask if the faster speeds are available where you are, and if so, could we work out a price for the amount of data allowance you would like at the 250/100 Mbps speed. Thanks, Paul

Hi Prue, It's taken a lot of detective work but I think I have worked out which applications are yours. They have both been ordered with nbn co. The campground should expect a call from the installer in the next three weeks with a chance of being installed in August. The other one, 183, is a few weeks behind, despite being ordered at the same time. There's a possibility it will be installed by the end of August, but there's no rhyme or reason to the way nbn co processes orders. No too long now. Thanks, Paul

Hi kiwimum1, you have an Interim Satellite Service at your current residence and that needs to remain there for the benefit of future residents. Your new premises is eligible to have a brand new Sky Muster satellite service installed there by nbn co at no cost to you. The service is faster and you get more data allowance for the same monthly cost. You can apply for a Sky Muster service here - https://www.skymesh.net.au/services/nbn/satellite/lts.php There's quite a delay getting Sky Muster installed as there's a long waiting list, so I recommend you apply for a service at the new address now (it costs nothing) and if you don't move you can just cancel it. Thanks, Paul

Hi Kathy, the reason we are taking so long to return calls is because we have been swamped with calls and emails about Sky Muster. nbn co advised a few months ago that Sky Muster was available at close to 200,000 premises around Australia. We have had over 18,000 online signups and lots of calls from potential customers asking when their service will be installed. nbn co can only install 5,000 services per month and SkyMesh's allocation of that is 2,400 per month. Soon nbn co will be able to install 10,000 services per month and our quota will go up, so they (and we) will catch up on the backlog before long. We had no idea that we could expect such a large number of applications and calls, but the service is proving more popular than anyone imagined. If you have an Application Number, can you post it here or PM it to me and I'll let you know roughly when your service will be installed. I'm sorry for the delay! Thanks, Paul

Hi Carole,

I'm sorry for the delay answering your question, but I just saw it now. If you haven't already made other arrangements, can you please apply here? - https://www.skymesh.net.au/services/nbn/satellite/lts.php When you have done that, can you please email [email protected] and mark it to my attention? We'll process it right away for you. Apologies again for missing your question.

Thanks, Paul

Hi Luke, we have customers using Reckon software and they say it's acceptable with the high latency of satellite, but I think they had very patchy NextG previously. We don't have feedback on Xero or simPRO, but I suspect you'd notice a huge difference between 4G and a 25/5 Mbps high latency satellite service. If you're operating a business I think it would be a good investment in productivity to stick with 4G. I hope that helps make the decision easier for you. Thanks, Paul

Hi Andrew,

I'm sorry for the delay answering your questions, but I just saw them now. Once I know where you live I can give you an accurate timeframe of when your service is likely to be installed. I can do that once you have applied, but there's no obligation for you to continue if you're not happy with the timeframe.

If you haven't already made other arrangements, can you please apply here? - https://www.skymesh.net.au/services/nbn/satellite/lts.php When you have done that, can you please email [email protected] and mark it to my attention? We'll process it right away for you and give you a reasonable accurate time for the installation.

We're happy for you to supply your own router. We use IPoE rather than PPPoE so there are no special settings inside, such as a username and password. Just factory reset your router and it should work.

It sounds like you have an nbn Interim Satellite Service, and nbn co will remove the old dish after they have installed the new one, you don't need to take it down yourself. It's important that you insist that the installer installs the new Sky Muster service and shows you that it's working before he takes down the ISS dish. Many of the 1 star reviews we have received lately have been because the installer removes a working service and replaces it with a not-yet-working Sky Muster service. Once the old dish is down, getting it back up there is next to impossible as the Sky Muster installers typically can't install Interim Satellite Services.

Apologies again for missing your question.

Thanks, Paul

Hi Mark, can you post or PM one of your Tax Invoice numbers so I check for you? Thanks, Paul

Hi Barry,

nbn co still has your order as 'In Progress' and until the installer clicks the button on his iPad to advise that he has completed the installation your service won't work. We will raise a complaint with nbn co now and ask them to complete the order or advise you that a follow up visit is required. If you're contacting nbn co to confirm what we are telling you, you should quote their Order ORD000052866620 We will give the account holder a call shortly and confirm this.

Thanks, Paul

Hi Angela, SkyMesh doesn't lock customers into long term contracts, they are all just 30 days. If an installer can't connect you, there's no service and no contract. An ISP can't charge you or lock you into a contract if they can't provide a service. So far we haven't encountered any customers who couldn't be connected. The new Sky Muster satellite is high in the sky and it's easy to get line of sight to it. Thanks, Paul

Hi moazier, if you're at Bannerton, then you're probably eligible for a Sky Muster satellite service right now. I can't say for sure without your street number, but I picked 6047 at random and nbn co says that address is eligible for Sky Muster. Satellite isn't good for gaming due to the high latency, and I think gambling games falls into that category. The data allowances aren't brilliant, but they are better than NextG. It costs nothing to have the equipment installed, and the contract length is just 30 days, so you don't have anything to lose except $34.95 or $39.95 for a basic Plan. You can see the Plans here - https://www.skymesh.net.au/services/nbn/satellite/lts.php If you decide to go ahead, tick the BIRRR box - Better Internet for Rural, Regional and Remote Australians, because you fit into that category. There's a big waiting list but ticking BIRRR will get you connected sooner. I'm sorry we can't offer you Fibre or Fixed Wireless there. Thanks, Paul