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Satellite FAQ

Welcome to Skymesh

By now you will have been advised that Aussie Broadband has decided to no longer offer satellite broadband services and SkyMesh will be providing services to Aussie’s customers from May 1, 2010. This fact sheet should answer all your questions about the transition process, but if you’re uncertain about anything, please feel free to call Aussie on 1300 880 905 or SkyMesh on 1300 759 637. We’re really keen to have you stay with SkyMesh, so we’ll be doing everything we can to keep your business.

What do I need to do to make the change?

You won’t need to do anything at all. Aussie and SkyMesh will work together to seamlessly transfer your service to SkyMesh's network on May 1, 2010. You don’t need to make any changes to your computer settings, everything will work normally. Your invoices will come from SkyMesh and your credit card or direct debit payment will show SkyMesh Pty Ltd rather than Aussie.

Will this affect my Australian Broadband Guarantee rights?

Aussie Broadband has received approval from the Department of Broadband, Communications and the Digital Economy to transfer its obligations under the Australian Broadband Guarantee program to SkyMesh. This means that SkyMesh will honour all your rights under the program, and we’ll honour the customer agreement you currently have with Aussie. There will be no increase in the price of your service within the three year term. The Department will ensure that SkyMesh honours all those commitments.

Will I still have access to a customer portal?

Everything you can do now in the My Aussie portal you’ll be able to do in My SkyMesh. That includes checking your data usage, changing Plans, buying Data Blocks, changing payment details and making one-off credit card payments. You can create new email addresses and change your passwords. Your existing Aussie email address and password will work in My SkyMesh from May 1, 2010.

Can I keep my existing email addresses?

Yes, you can. Aussie customers can keep their Aussie, Wideband and Westvic email addresses for at least the next two years, and you won’t need to change any settings in your email program. You won’t notice any change in the way you send and receive emails, and your mail will continue to work as normal. Any new email addresses you request will be in the format username@skymesh.com.au. You can create new SkyMesh email addresses in My SkyMesh and you can have ten email addresses in total at no additional cost to you. If you have used Aussie’s webmail, you’ll notice that ours is very similar.

Can I keep my existing Aussie plan?

Yes, you can. All the current Aussie Plans will be available to you via My SkyMesh, and you’ll also be able to choose a Plan from the full range of SkyMesh Plans. The Plan you selected when you joined Aussie, Wideband or Westvic will also be available to you. Like Aussie, we don’t charge for Excess Data, we just slow your speed. SkyMesh’s Data Blocks are a little different from Aussie’s, but you’ll have the choice of Aussie’s or SkyMesh’s Data Blocks.

Will SkyMesh honour my equipment warranty?

Yes, we will. If your equipment is still within the initial 12 month warranty, we’ll honour that warranty. If you’ve paid for Extended Warranty two years in advance, we will honour that warranty. If you’re paying for Extended Warranty on a casual basis, you can reduce your warranty payments from $9.50 to $7.00 per month. If you don’t currently have warranty coverage, we’ll encourage you to take up SkyMesh’s Extended Warranty. Aussie and SkyMesh both use Skybridge (Australia) Pty Ltd for installations and service calls.

Will I get the same service speed with SkyMesh?

Yes, you will. The speed of your service won’t change. We’ve given the Department a commitment that both Aussie and SkyMesh customers will get at least 60% of the peak speed of their service at least 75% of the time. If you’re on a SuperCharge Plan now, you’ll get SuperCharge speed with SkyMesh. (We call it MaxSpeed.)

Do I contact Aussie or SkyMesh if I need help?

From May 1, 2010 you’ll call SkyMesh for everything. Our phone number is easy to remember, it’s 1300 SKYMESH (1300 759 637). Customer Support is available from 8:00 am to 8:00 pm AEST Monday to Friday, and from 8:00 am to 5:00 pm AEST on weekends and Public Holidays. So we can give you the best possible support, Aussie has agreed to transfer your customer records across to SkyMesh by May 1, so we’ll know who you are when you call us.

Will my monthly billing be the same with SkyMesh?

Yes, it will. SkyMesh’s Tax Invoice layout is very similar to Aussie’s, and your billing day will be the same. You won’t need to fill out any new bank authorities, the paperwork you completed for Aussie is all we need. If you’d like to change your payment method before May 1, you can use the My Aussie portal, and from May 1, use My SkyMesh.

Can I still pay automatically by credit card or direct debit?

Yes, you can. SkyMesh accepts automatic payments by Visa, MasterCard, Diners and American Express, and we have the same direct debit facilities as Aussie. There’s no surcharge on any payment method, and there are no late payment fees. Our direct debit company has a $3.00 fee for dishonoured Direct Debits.

Will the contents of my mailbox be retained?

Yes. We’ll move your mailbox storage across to SkyMesh and you shouldn’t notice any difference. You’ll have the same mail storage capacity as you have now, and the email size limits will be the same. If you have personal web space, we’ll move that as well.

Will SkyMesh be able to handle all the extra customers?

Yes, easily. We’re working closely with Aussie to make the transfer as smooth as possible. We’ve recently increased our sales, support and accounts staffing levels so we’ll have a great team of people ready to support you. SkyMesh and Aussie have been known for short waiting times when you call, and we don’t plan to let you down.

Who is SkyMesh and why did Aussie choose SkyMesh?

SkyMesh Pty Ltd is the second largest IPSTAR satellite provider in Australia. We’re based in Brisbane, and like Aussie, we started out providing wireless broadband services in regional areas. We’re an approved Australian Broadband Guarantee Provider and we were also approved under the HiBIS and Broadband Connect programs over the past five years. Aussie chose SkyMesh because we have a similar approach to customer service and business ethics, and our products and services are a very close match.

Am I locked into dealing with SkyMesh?

Under the Australian Broadband Guarantee rules, you are not under any obligation to transfer to SkyMesh. The Department’s Broadband Service Locator has information about service options in your area. You can find out more by calling 1800 883 488 or visiting www.dbcde.gov.au/abg. However, the Department will not offer a new subsidy payment for these services and you will not be covered by the Australian Broadband Guarantee. If you stay with SkyMesh you retain your Australian Broadband Guarantee rights and any remaining equipment warranty. We’ll send you a Welcome Pack before May 1, 2010 that has more information about SkyMesh. We’re confident that you’ll like SkyMesh as much as you like Aussie.

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