If nbn co has already installed all of the connecting equipment required to successfully connect your premises to the nbn™ network, your new SkyMesh service will typically be activated within 2 Business Days of us processing your application. Applications are processed by us as soon as possible upon receipt but some may take longer than usual.

Otherwise nbn co will arrange for one of its technicians to install the equipment. If an appointment is required, nbn co has service level targets depending on your location and will aim to complete a Standard Installation within 20 Business Days of SkyMesh processing your application. In isolated regions on the mainland and in Tasmania, it may take nbn co up to 35 Business Days. For limited access areas, including those which are only accessible by air or water, nbn co has a target of 90 Business Days.

Once nbn co has installed all of the connecting equipment required to successfully connect your premises to the nbn™ network, we’ll then need to activate your new SkyMesh service and this typically takes 1 or 2 Business Days.

nbn co’s New Developments Charge

In line with the Australian Government’s Telecommunications Infrastructure in New Developments Policy, nbn co implemented the New Developments Charge on 2 April 2016. A premises identified by nbn co as a New Development Location is subject to nbn co’s once-off New Developments Charge if the premises has never had an active nbn™ service. Despite its name, the New Developments Charge also applies to New Development Locations that were built years ago. It even applies to premises where nbn co has already installed the equipment necessary to connect the premises to the nbn™ network.

The New Developments Charge does not apply if there has been already been an active nbn™ service connected at the premises, and it doesn’t apply if the premises hasn’t been identified by nbn co as a New Development Location.

IPv4 and IPv6 Connectivity

Your service will be assigned a single, public, IPv4 address and a /56 pool of IPv6 addresses. Each requesting router or MAC address is assigned a /60 prefix of IPv6 addresses from that pool. All IP address assignments are fixed but we reserve the right to change assignments for capacity management from time to time, including during monthly CVC migrations that may be required to comply with nbn co’s Fair Use Policy.

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.

Exceeding your Data Allowance

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 reduction and subsequent restoration of your PIR do not occur instantaneously and may take over an hour to be effected by our systems.

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.

We do not charge for Excess Data Usage.

Fair Usage Policy

Capacity on the Sky Muster™ network is finite so nbn co has a Fair Use Policy in place in order to help ensure fair access to the network, especially during Peak Hours.

nbn co requires customers to limit their Data Usage to no more than 150 GB (300 GB from 1 October 2017) in any four week period. Furthermore, Peak Hour Data Usage is limited to no more than 75 GB (150 GB from 1 October 2017) in any four week period.  nbn co defines Peak Hours as from 7:00 am to 1:00 am the following day.

nbn co also requires each service provider (including SkyMesh) to limit its Peak Hour Data Usage per customer to an average of no more than 30 GB (45 GB from 1 October 2017) of downloads and no more than 5 GB (does not change on 1 October 2017) of uploads in any four week period. As a result of this policy, our broadband plans with smaller data allowances represent better value than those with larger ones. And unlike other services with unmetered Netflix, all Netflix traffic is metered on the Sky Muster™ service.

nbn co does not offer a battery backup service for end-users on the Sky Muster™ network. Therefore, during mains power disruptions, you will not be able to use your service or make emergency phone calls with it.

We strongly recommended that you always ensure you have the ability to make emergency phone calls. Depending on reception, keeping a charged mobile phone close by maybe one way of maintaining that ability.

The rollout of the nbn™ network involves new technologies. Some of your existing devices may rely on legacy technologies and may not work with the technology that nbn co chose to roll out in your area.

It’s important to contact each device provider to discuss your needs and find out whether your devices can be migrated to the nbn™ network and, if not, what alternatives may be available.

SkyMesh does not provide support or compatibility information for specialised devices and services such as: medical alarms, autodiallers and emergency call buttons; monitored fire alarms; security monitoring systems; teletypewriter devices and EFTPOS terminals.

If you use a medical alarm, we recommend that you register it on nbn co’s website.

If you need standard telephone service but have a life-threatening medical condition, or live with someone that does, please seek a provider that can offer you a service with Priority Assistance. SkyMesh does not offer standard telephone services with Priority Assistance but you can obtain such a service from Telstra Corporation Limited.

The legacy copper network in Sky Muster™ areas will not be switched off due to the rollout of the nbn™ network. However, it is still possible that your existing phone or broadband provider will switch off its network in your area due to other reasons.

Customers in Sky Muster™ areas generally have the choice to keep their existing landline phone service over the copper network active or switch over to a voice service on the nbn™ network. Please note that although voice services are not bundled with our broadband services, they can be purchased separately.

See nbn co’s website at https://www.nbnco.com.au/ for more information about the switch off.