The speed of your service may be affected by a range of factors:
- Environmental: overgrown vegetation, new buildings, sun fade, rain fade and severe weather.
- Hardware: the inherent performance of your computer and other network equipment such as your modem, router or access point; and the length and quality of your cabling.
- Software: the configuration of your operating system, network stack, online application and network equipment such as your modem, router or access point.
- Electromagnetic interference: noise from other Wi-Fi networks, faulty power supplies or other faulty equipment may interfere with your own Wi-Fi network or the Sky Muster™ signal.
- Overutilisation: too many active devices sharing your service can result in your devices being starved of enough bandwidth to operate properly.
- Congestion: peak traffic in the evenings and Distributed Denial of Service attacks.
- Faults: equipment failures, backhaul fibre cuts, undersea cable breaks and routing issues can affect the flow of local and international traffic.
- Content: third-party content servers may only allocate you with a limited amount of bandwidth.
- Overheads: depending on the network protocols that you use, a percentage of your service bandwidth may be used for the transfer of non-payload data.
Please note that the actual effect of all of these factors on your service may not be ascertained until after the service is activated.
Sky Muster™ Shaping Policy
If you exceed your Anytime (Normal) Data Allowance during a Billing Period, your Peak Information Rate (PIR) will be reduced for the remainder of that Billing Period, except during Off Peak Hours if you have remaining Off Peak (Bonus) Data available. A reduction in your PIR will affect all network traffic, including any unmetered content such as Netflix.
The PIR is reduced to 256/256 kbps except for plans with Basic Evening Speed or Standard Evening Speed where the PIR is reduced to 128/128 kbps instead. The reduction and subsequent restoration of your PIR do not occur instantaneously and may take over an hour to be effected by our systems.
The start of metering for Peak Hours and the start of metering for Off-peak Hours is not instantaneous. These metering transitions usually take less than 30 minutes but are performed on a best-effort basis only.
We do not charge for Excess Data Usage.
Sky Muster™ Plus Shaping Policy
Your network traffic is profiled and speed limited (shaped) by nbn co according to its shaping policy and three traffic profiles. Any of your traffic that does not match one of the traffic profiles (Metered Content) will be counted against your Peak Data Allowance during Peak Hours (7:00 am to 1:00 am the next day) and your Off-Peak Data Allowance during Off-Peak Hours (1:00 am to 7:00 am).
If you exceed your Peak Data Allowance, Metered Content will be shaped to 512/256 kbps during Peak Hours until the end of the calendar month. If you exceed your Off-Peak Data Allowance, Metered Content will be shaped to 2048/512 kbps during Off-Peak Hours until the end of the calendar month.
Traffic that matches Profile 1 (“Basic Web Content”) is not shaped at any time but the service must not be used for excessive, automated downloads of such content. This profile includes text and images but excludes audio, video, peer to peer, file sharing and cloud storage content.
Traffic that matches Profile 2 (“Email”) is not shaped at any time but the service must not be used to routinely transfer emails larger than 20 MB.
Traffic that matches Profile 3 (“Operating System Updates”) is not shaped at any time but the service must not be used to update more than twenty devices per calendar month. This profile only includes updates for certain operating systems on mobile phones and personal computers.
The three traffic profiles and shaping policy are governed by nbn co, not SkyMesh, and the policy may change from time to time. nbn co may start shaping “Operating System Updates” to 256 kbps between 7:00 pm and 11:00 pm. We will notify you in advance of such changes. VPN or other inscrutable traffic: will not match any of the above profiles; will be classed by nbn co as Metered Content; and will be counted against one of your data allowances.
Peak Hours, Off-Peak Hours and other periods are defined by nbn co and apply to the time zone in which your service is located.