SkyMesh Pty Ltd Address: 37 Baxter Street Fortitude Valley QLD 4006 Phone: 1300 759 637 ABN: 62 113 609 439 Email: info@skymesh.net.au

Services

SkyMesh Advisories

A list of advisories currently affecting SkyMesh services is shown below. Also listed below are any advisories that affected SkyMesh services in the past seven days.

Please note that all times are shown in Australian Eastern Standard Time (AEST).

Current Advisories

Exceptionally Long Wait Times


Severity : Degraded
Status : Notified
Started at : 01/08/2016 8:00am
Expected End Time : To Be Advised

Unfortunately, due to faults and difficulties with nbn co’s new Sky Muster service, we have received an exceptional number of calls to Sales, Support and Accounts. We have staff working overtime to attend to your calls and emails, however call wait times are unacceptably long and the time to return callback requests is longer than we would like. We apologise for the inconvenience this may cause.

There are currently no other advisories in effect.

Previous Advisories (Past 7 days)

NBN Fibre and Fixed Wireless - Melbourne


Severity : Offline
Status : Resolved
Started at : 26/08/2016 10:20am
Expected End Time : 26/08/2016 11:05am

We are aware of an issue affecting services connected to the Melbourne Interim Aggregate POI.
UPDATE: Issue has been resolved. Customers should reboot their equipment if it remains offline.

nbn™ Sky Muster™ Satellite Service - Some Customers Offline


Severity : Degraded
Status : Resolved
Started at : 25/08/2016 7:30am
Expected End Time : 26/08/2016 9:10am

We wish to advise that we are aware of problem affecting some nbn™ Satellite (Sky Muster™) services resulting in loss of connectivity. UPDATE: Issue has been resolved. Customers should reboot their equipment if it remains offline.

Sky Muster™ Provisioning Issues


Severity : Offline
Status : Resolved
Started at : 18/08/2016 6:00am
Expected End Time : 22/08/2016 7:00am

Update: nbn co is still working on the provisioning issue and will continue to work on it today. Our Support queues are very long at present. As there's nothing we can do it's best not to call Support today, your Sky Muster service will start working as soon as nbn co fixes the issue. nbn co's Managed Service Provider for Sky Muster™ services, Ericsson, is experiencing a core network logical software fault on its ground based routing equipment. The fault is being handled with highest urgency with the router equipment supplier. Customers who have just had their new Sky Muster™ service installed, or are in the process of having their service installed, may not have a working service until next week. nbn co is working to provision customers' services as soon as possible, and has asked customers not to contact their RSP as it's outside their control. Customers who are about to have their Sky Muster™ service installed will not have their working satellite service taken down or switched off, so they are not left without a working service. Update: Testing of a potential solution is ongoing, which may result in a maintenance outage Friday evening. Further updates will be added as more information comes to hand. Update: nbn co has completed Scheduled Maintenance and we have seen hundreds of our Sky Muster customers come back online.

Sky Muster™ Customers – Don't Reboot your Satellite NTD (Modem)


Severity : Offline
Status : Resolved
Started at : 18/08/2016 12:00am
Expected End Time : 22/08/2016 12:30am

nbn co has advised us that due to a provisioning issue with their Managed Service Provider for Sky Muster™ satellite services, Ericsson, it's not recommended that customers reboot or power cycle their Satellite NTD (Modem) as it may not reconnect. At this stage, our Support Team has no way to bring services back online, customers will need to wait until Ericsson has resolved their provisioning issues.

Berkeley Vale Backhaul Upgrade


Severity : Maintenance
Status : Resolved
Started at : 23/08/2016 1:00am
Expected End Time : 23/08/2016 4:00am

Backhaul for Berkeley Vale is being upgraded to sustain future group and improve reliability. During the above window services connected to the Berkeley Vale CSA may experience disruption while the upgrade is completed. We apologise for the inconvenience this may cause.

nbn™ Sky Muster™ Satellite Service


Severity : Degraded
Status : Resolved
Started at : 01/08/2016 11:00am
Expected End Time : 20/08/2016 12:30am

We wish to advise that we are aware of ongoing issues affecting some nbn™ Sky Muster™ Satellite Services resulting in intermittent connectivity or authentication problems. We have reported the issue to nbn co and they are investigating. Known issues include: *activation delays lasting days after equipment has been installed (service will not obtain an IP address) *intermittent connection reset errors while browsing websites. *Inability to access certain sites.Turning off IPv6 or resetting the S-NTD may help in some cases.We apologise for the inconvenience this is causing our customers.