Coronavirus and your connection
The coronavirus has led to a lot of uncertainty around many things that we generally accept as day-to-day norms in life.
Feel assured that your SkyMesh Internet connection is going to be there for you.
How we’re keeping you connected
We’re working very closely with nbn co regarding potential impacts to services, how to mitigate those impacts, and any changes that may come as a result. This includes responses to speed and data questions.
This is where you’ll find your answers and regular updates. They’ll also appear in your inbox as new information becomes available.
Updated: 28/7/20
NBN Co $150million COVID-19 relief and assistance package
NBN Co announced on 17 April 2020 that it will establish a $150 million financial relief and assistance fund to keep people connected if they’ve been impacted by COVID-19.
If you are a SkyMesh customer currently experiencing financial hardship as a result of Covid-19, please contact us on 1300 759 637 to discuss relief plan options.
If your premises has never connected to the nbn network, and you are part of a low-income household with school-aged children, learn more about the support available.
Sky Muster
UPDATE 04/09/20: nbn™ has further extended their COVID-19 relief data. The extension runs until 30 November 2020, after which, relief data will no longer be automatically applied to Sky Muster™ accounts. Those customers concerned about their data needs can contact our friendly Aussie Team to discuss their options by calling 1300 759 637.
Sky Muster satellite customers will receive 10GB of relief data every Monday from 23 March 2020 to help get you through these unprecedented times. This will be inclusive of the regular school holiday data and the recently announced nbn™ data. While we want to make sure you have access to enough data to stay connected during the crisis, we also have to balance that with the number of people accessing the network all at once. You can read more about network capacity here.
To remain eligible for the relief data, we ask Sky Muster customers not to downgrade their plans.
Relief data is not available to Sky Muster Plus customers due to nature of the product. Relief data is there to help customers access essential services, work and study online from home during COVID19. All data is unmetered on Sky Muster Plus with the exception of video streaming and VPN traffic, and as such these plans do not require additional data support.
To help accommodate the increase in demand, we are upgrading our network by around 40 per cent to help avoid congestion.
We thank you for your patience as we work with you and for you during this challenging period.
Fixed Wireless
Fixed Wireless customers will also receive the 10GB of relief data every Monday from March 2020.
Are you trying to reach us?
We’re experiencing extraordinarily high call volumes at the moment as people adjust their plans to suit their needs now they’re at home more.
This has lead to longer than usual wait times for which we apologise. If your call is not urgent, please use our contact form and we will get back to you as soon as possible.
We appreciate your patience during this challenging time.
Are you a new customer waiting for installation?
There may be longer than usual timeframes attached to new installations and the provision of routers as all our suppliers experience the same sudden and substantial increase in demand during the COVID-19 crisis. These suppliers include nbn co, Australia Post and the supplier of our routers.
Our team are working closely with these organisations as they adapt and will help you understand what timeframes you can expect.
If you have concerns about your installation timeframe, please use our contact form and we’ll get back to you as quick as we can.
Are SkyMesh office hours changing?
SkyMesh office hours are staying the same but our staff are now working remotely. While we adjust to this change, we appreciate your understanding around increased call hold times.
Sales and Accounts
8am-6pm Monday – Friday
8am-4pm Saturdays (Sales only)
Technical Support
8am–8pm Monday to Friday
8am–5pm Weekends
8am–4pm Public Holidays
Time Zones: Australian Eastern Standard Time (UTC+10)
Where are SkyMesh workers?
All SkyMesh workers are officially working from their own homes as of Wednesday 25 March 2020. We are committed to the health and welfare of our very dedicated team and this is the best way for us to keep them safe and well.
By keeping our staff safe and well, we’re able to continue to deliver our standard high-quality service to you.
Along with all other relevant information, we’ll let you know here if anything changes.
