How to change YouTube Quality to reduce your data usage

Method 1

This needs to be done for each YouTube video you watch.

  • Load the video you want to watch in YouTube.
  • Click the gear icon on the video
  • The following will appear
    Choose the Quality option
  • The following will appear
    Choose one of the options (you may need to experiment in the beginning)
  • Click play on your video.

Method 2

  • You need to have a YouTube account – sign into it, or create an account
  • Then go to the Settings of your YouTube account
  • Choose the Playback and Performance option
  • Change the AV1 Settings
  • Your changes are automatically saved.

How to use iDevice Screen Time

With the Apple Screen Time feature, you can access real-time reports about how much time you spend on your iDevice and set limits for what you want to manage. With Content & Privacy Restrictions in Screen Time, you can block or limit specific apps and features on yours and your child’s device, as well as restricting the settings on iPhone, iPad, or iPod touch for explicit content, purchases and downloads, and privacy. iDevices need to have iOS 12 installed.

Turning On Screen Time

               How to turn on screen time

On your device, go to Settings > Screen Time.

Tap Turn On Screen Time.

Tap Continue.

Select This is My [device] or This is My Child’s [device].

How to use screen time features

Once Screen Time is turned on, on each device you can get a report about how you use your device, apps, and websites, any time you want.

If it’s your child’s device, you can set up Screen Time and create settings on their device or you can use Family Sharing to configure your child’s device from your own device. After you set up your child’s device, you can also use Family Sharing to view reports and adjust settings any time, right from your own device.

With Screen Time you can also create a dedicated passcode to secure settings, so only you can extend time or make changes. Make sure to choose a passcode that’s different from the passcode you use to unlock your device. To change or turn off the passcode on your child’s device, tap Settings > Screen Time > [your child’s name]. Then tap Change Screen Time Passcode or Turn Off Screen Time Passcode, and authenticate the change with Face ID, Touch ID, or your device passcode.

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View your report and set limits

Screen Time gives you a detailed report about how your device is used, apps you’ve opened, and websites you’ve visited, any time that you want to see it. Just go to Settings > Screen Time, select the device and tap the blue line under the time to show the graph.  You can see daily or weekly stats on screen time usage.  You can also set limits for your most used apps, and see how many times a device was picked up or received a notification. If you turned on Share Across Devices, you can view overall usage across devices that are signed in with your Apple ID and password. The report feature also allows you to see when the phone is being used, how long is being spent on each app/site and how many pick ups and notifications the device gets.

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Downtime

When you schedule Downtime in Settings, only phone calls and apps that you choose to allow are available. Downtime applies to all of your Screen Time-enabled devices, and you get a reminder five minutes before it starts. You can set a specific downtime for each device and also select certain apps that are excluded from the downtime (such as messages, calls, maps etc).  Phone, Messages, FaceTime, and Maps are Always Allowed by default, but you can remove them if you want.

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App Limits
You can set daily limits for app categories with App Limits. For example, you might want to set a limit on social media during exam block or while you are at work. Limits refresh every day at midnight, and you can delete them any time. Your child can also request ‘extra time’ if they go above the set limit on an app. Select the device you want to add a limit too and click on Add Limit, select the app and a time you want the device limited to.

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Content & Privacy Restrictions
You decide the type of content that appears on your device. Block inappropriate content, purchases, and downloads, and set your privacy settings with Content & Privacy Restrictions. You can block explicit movies & music, multiplayer games and certain web content, if you scroll down you can even block specific websites.

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Do Not Disturb

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Just above Screen Time in settings is a feature called Do Not Disturb.  This has a fabulous feature that limits notifications while you are driving. You can set this up to text contacts with a message saying you are driving and will call when you reach your destination.

Use Screen Time with your family

With Family Sharing, you can share music, movies, apps, and more with family — and it also works with Screen Time. You can view reports and adjust settings for children in your family any time, right from your device. If you’re already in a family group, go to Settings > Screen Time, and tap your child’s name. If you need to create an Apple ID for your child, go to Settings > [your name] > Family Sharing > Screen Time.

Or if you’re new to Family Sharing, tap Set up Screen Time for Family and follow the instructions to add a child and set up your family. You can add family members any time from Family Sharing settings. To use Screen Time with Family Sharing, you need to be the family organizer or parent/guardian in your family group, on iOS 12. Your child must be under age 18, in your family group with their own Apple ID, and on iOS 12.

Disclaimer: BIRRR are not specialists in this area, this is just one tool you can use to manage yours and your child’s device.  BIRRR encourages you to read widely on this topic if you have primary or secondary age children and reminds parents that many social media platforms require children to be at least 13 years of age. 

Thanks to Apple Support for instructions on Screen Time Features

nbn Fixed Wireless – Non Standard Installations

Fixed Wireless: NON-STANDARD INSTALLATIONS

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The following are some notes regarding nbn Fixed Wireless non – standard installations.

Please remember that each non-standard install is assessed on a case-by-case basis by nbn, nbn are currently reviewing their non standard install protocols. Current protocols can be found here under Non Standard Install Processes. Some of the non-standard installs pictured on the BIRRR website may no longer be approved by nbn.

In the event that the ‘standard installation’ procedure fails, the next steps are:

  1. Check that the installer has tried to get a strong enough signal on all areas of the roof of the main residence or the premises/ shelter where you wish the nbn equipment to be installed.
  2. Ask if the installer has checked in all directions, in the case that there may be other local nbn sites. If the answer is no, please request this or discuss it with the installer.
  3. Ask the installer if there is any other location on your property where the signal may be strong enough to connect.
  4. Ask if the installer has tried a 3 metre mount to get a stronger signal at the locations. If the installer does not have a 3 metre mount, please request that they return and try again with a 3 metre mount. You may need to make a new appointment with your service provider for this as well. Note: A 3m mount can only be installed on tin rooves with a pitch of <30°
  5. Indicate whether you are prepared to take other steps (at your own expense) to get a service. Make sure you have approval from nbn before carrying out any work for a non standard installation. For example:
    • Build a shelter specifically to house the equipment and then relay the data to your main location / homestead. Note: A wireless relay of the data will be required, if the total cable length from Outdoor Unit (ODU) to Indoor Unit (IDU) run is greater than 100m. See note below regarding Wireless Relays. nbn currently mandate a 240v supply for the fixed wireless NTD. The nbn wireless NTD consumes 25 watts. nbn are looking into other power supply options for rural users.
    • Dig a trench to take cable from one building where signal is sufficient, back to the main location on your property. It must be trenched and the cable run through White Communications Conduit. The maximum cable run between the outdoor unit and the indoor unit that nbn provides is 70m (Category 5 cable) or 100m (Category 6 cable).
    • Install a tower / pole to install the equipment on.                                                     Note: The installer needs to accurately identify the location with photos, latitude/longitude etc, plus height of ODU to achieve a suitable signal.
    • Use a cherry picker or similar equipment to provide access to the location where the installation might be achieved.

6. Ask if the installer has any advice for how to get a sufficiently strong signal anywhere on your property

7. Ask if the installer knows whether your neighbours have an installed service and, if so, what the difference is between your location and theirs.

8. Specifically ask the installer not to log the job as a Service Qualification failure, but to log it as a non-standard installation if they are not able to complete a non-standard installation appointment on the day.

9. If all efforts on the day still do not work, you will need to call your service provider to arrange a new non-standard appointment. It is important that you are clear with the service provider that you need an appointment for a non-standard installation.

10.  In the event that all installation attempts fail, you may be able to access a neighbour’s nbn service. If applicable, you may wish to approach your neighbours and ask if they are willing to allow you to order a second service, at your expense to their location. nbn Fixed Wireless supports up to four (4) separate services to one set of installed equipment. If that is OK with you and your neighbour, you may then be able to relay the service to your own residence via a wireless link. There is commercially available equipment that operates wirelessly and may be able to relay the nbn service to your location, provided your neighbours are willing. nbn does not provide this equipment and is not able to guarantee the results.

11. It is also possible to get a second NTD installed at another location / property in the case that this is needed (for example if the four data ports on the installed equipment are being used or your neighbour would prefer not to have your equipment located in the same place as theirs). This can be done by asking your service provider to get a second location ID assigned to a location / premises so that the nbn equipment can be installed

12. Installers are sub-contractors to nbn and may be of varied experience. The majority of the installers are seasoned professional contractors and take this role very seriously. If you believe that you are not getting a professional experience or that the installer does not present themselves in an acceptable way, please let your service provider know so that nbn can track and improve installer behaviour and the installation experience. nbn manage the performance of the installers and are always keen to hear when there are issues so they can help to identify and improve poor experiences and poor behaviour. nbn instructions are to always do everything installers can to help an end user get the Fixed Wireless service, if possible.

WIRELESS RELAYS

A wireless gateway or bridge can span up to 50km with direct line of sight.  The gateways  can be set up before being sent out.  Then all the customer has to do is find a good location for antenna and run some cable to power point (240 volt power must be supplied) and turn the unit on. If it’s under 200 to 400 meters you only need one if its over 400 meters then it is recommended to use two, one as an access point and the other as a station.  Wireless Gateways are generally under $300 per unit.  A wireless relay can be supplied and installed by telecommunications specialists, or they or can be shipped out with full instructions so people with a bit a knowledge and handy man skill can do the install themselves.

You can read more about wireless relays here: Using a WIFI Bridge to achieve an nbn Fixed Wireless connection and learn about how to set one up with some of the stories on our Stories and Testimonials Page. 

Please note that some of these stories and connections would not be allowed under the new protocols for nbn non-standard fixed wireless installations. Each case will be reviewed by nbn and we encourage end users wishing to do a non standard installation to contact their chosen provider.

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Fixed Wireless Gateway

For more information on Wireless Relays Contact your nearest installer / technician from the BIRRR list here or from Telco Antennas

PLEASE NOTE: If the non-standard fixed wireless service has trouble after installation and needs repairs or fine tuning, installers must be SAFELY able to access the location. The means to achieve this must be borne by the customer.

Useful BIRRR Fact Sheets for Non Standard Installations:

BIRRR members stories on achieving nbn Fixed Wireless:

*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with nbn or your ISP regarding your own connection issues.  Thanks to nbn for assistance in compiling this document.  Information has been obtained from nbn, Skymesh, Whirlpool forums and BIRRR members. This page was updated on 15th July 2018.

Network Outages

If you are having an issue with your connection, you may be experiencing a network outage.  If your connection is an nbn connection, you could have a provider outage or an nbn outage, you will need to check both.

A good provider lists network status information on their website / social media.  Some also have recorded messages on their call centres, this is useful for those who have no back up internet connection.

The RSPs that have network status information are

  1. Aussiebroadband here
  2.  Active8me post network outages on their FaceBook page here (like their page and the updates will appear in your newsfeed) and on their network status page here.
  3. Clear Networks here
  4. Iinet posts all the planned maintenance events here 
  5. IPSTARhere
  6. Optus here
  7. Reachnet here
  8. SkyMesh also have a network status page that is usually up to date at https://www.skymesh.net.au/advisories/
  9. Telstra here
  10. Westnet here

This is a user reported outages page that is good for alerting you to a widespread problem – click here

NBN OUTAGES

Contact nbnnbn have an outages pages which lists an outage if it is happening and also alerts you to any upcoming planned  maintenance happening in your area. Click here
or Phone 1800 OUR NBN to see if there are any widespread outages.

BIRRR Forms

NBN Fixed Wireless Troubleshooting
You MUST have tried to solve your issue first before completing this form.
It is essential that you have a ticket or fault number from your provider. Click here

BIRRR Desk Check
Unsure of what your best option is for internet ? Fill out this form for a BIRRR Desk Check – click here

Report A Mobile Broadband Fault
You MUST have tried to solve your issue first before completing this form. It is essential that you have a ticket or fault number from your provider. Please ensure you have your correct address (including locality) and co-ordinates before filling in this form. Co-ordinates should be in this format: -23.295476, 146.713776 Tips on how to get your GPS coordinates are here  Click here for the form

Report a Fixed Line Fault (internet or landline)
You MUST have tried to solve your issue first before completing this form. It is essential that you have a ticket or fault number from your provider. Please ensure you have your correct address (including locality) and co-ordinates before filling in this form. Co-ordinates should be in this format: -23.295476, 146.713776 Tips on how to get your GPS coordinates are here  Click here for the form

SkyMuster Not Working
This form is for those who have a non-working Sky Muster install.
Complete the following BEFORE completing this form:

  1. Plug a computer directly into the NBN modem, bypassing the router.
  2. Try a power cycle routine once. https://birrraus.com/2016/07/27/how-to-power-cycle-a-device/

If it still isn’t working, please contact your provider and contact nbn – 1800 OUR NBN or via their FB page or email: info@nbn.com.au. Please complete this form if you still have no working connection after completing the above. BIRRR will do their best to help troubleshoot the issue and send your information onto provider & nbn contacts. Click here for the form.

BIRRR Non-NBN Alternative Fixed Wireless Provider list
This form is for Non-NBN Fixed Wireless ISP’s to enter your wireless towers onto the BIRRR map. You can view the map here. Please enter all of your covered areas into this form, one area/town/tower at a time. (1 response per town/tower). It will then appear on our map within a few minutes. Click here for the form.

BIRRR Map of Installers, Equipment Suppliers, Computer Technicians and other Regional, Rural and Remote Internet/ICT Service Providers
If your business offers Internet , point to point systems or ICT products or services that may be of interest to Regional, Rural and Remote Australians, please fill out this form to have your details added to the map on our website. More details here including the map.

HAVE YOUR SAY on PHONE SERVICE GUARANTEE for #BETTERBUSHCOMMS
Rural Australians have the chance to influence the future of telecommunications in the bush, through a new survey being hosted by BIRRR (Better Internet for Rural, Regional and Remote Australia). “We urge everyone in the bush to get online and fill out this questionnaire – help us build a clear profile of which tools are most important to keep us safe and connected,” said BIRRR spokesperson Kristy Sparrow. The survey takes just ten minutes, and explores the telephone and internet options in homes.

The Australian Government is currently developing options for a new Universal Service Guarantee (USG) which seeks to ensure all Australians can access voice and broadband services. “This USG is so vital for rural, regional and remote Australia – if they get this wrong, we have grave concerns that some could well be left in very tough and isolated situations, with potentially disastrous consequences.” “Data we collect will be provided directly to the USG taskforce committee, government departments and ministers and will be used in BIRRR work towards better bush communication,” Kristy said.
A previous BIRRR survey (May 2016)* found that:

  • many rural residents have a landline only, no internet connection.
  • Many Sky Muster users (42%) have no mobile coverage.
  • Boosting coverage into your home is costly.
  • Illegal repeaters are causing huge issues with mobile coverage.
  • Voip (considered a replacement for landline) is not simple to use and is not reliable.
  • If Sky Muster (satellite internet) goes down you cannot trouble shoot your connection without a landline

BIRRR has been involved in previous submissions to government in their ongoing effort to save existing tools and to secure RRR telecommunication services into the future.
BIRRR LANDLINE & CONNECTIVITY SURVEY: https://www.surveymonkey.com/r/BIRRRlandlines

What is NGWL

Next G Wireless Link service is like the Landline Home Phone service provided by Telstra under the Universal Service Obligation where it is impractical/uncommercial for Telstra to run a landline service and the Next G is available.

  • The service can be supplied in several different formats, using a variety of different equipment options. The service does not provide calls at 3.1kHz bandwidth. (More information here)
  • Stands for Next G Wireless Link
  • Next G Wireless Link uses the coverage and data capabilities of Next G 850MHz network to provide:
      • Voice
      • Fax (this ceased being available in 2020)
      • Broadband internet

UPDATE April 2018

Telstra is inviting NGWL customers to get in contact to discuss their current NGWL plans. There are also options for NGWL customers with an existing broadband plan to move onto a 25GB BigPond Mobile Broadband plan for 12 or 24 months with a $70 monthly credit (data for use in Australia). Customers, if interested, can call Telstra’s dedicated team on 1800 696 495 (1800-MY-NGWL) option 3 (sales, accounts and payments) to find out more. Update November 2020 – There are now newer technologies with much better plans and data limits available, over the nbn network.

NB: Telstra are turning off their 3G network in 2024 and all NGWL services will be phased out and replaced with newer technologies.

[Next G Wireless Link (NGWL) uses the Telstra Next G® Network to give customers access to a voice and internet service. It’s offered to selected customers as an alternative to a standard fixed line service, in certain circumstances.]

Graphics from a presentation to the ICEWL conference in 2008
Developing Telecommunications eLearning modules: Field Work Force Performance Support
John Sandler, Telstra, Australia
https://www.icelw.org/proceedings/2008/start.htm

QANTAS and SkyMuster

Qantas to sign trial satellite product with NBN for Wi-Fi
http://blog.jxeeno.com/qantas-sign-trial-satellite-product-nbn-wi-fi/
The company responsible for building the National Broadband Network, nbn, has released its test agreement with Qantas allowing them to test a “Proof-of-Concept Aeronautical Mobile Satellite Service” on a Qantas test aircraft. The proof-of-concept test is expected to help guide the development of nbn’s Satellite Mobility Product expected to launch in the third quarter of 2017.

As part of the trial, the network speed will be limited to 20 megabits per second for each aircraft on at most two aircrafts concurrently. The connection will also be limited to agreed flight corridors.

Trial of a Proof-of-Concept Aeronautical Mobile Satellite Service
http://www.nbnco.com.au/content/dam/nbnco2/documents/sfaa-test-description-POC-aeronautical_20170116.pdf.pdf
The purpose of the PoC Trial is to enable NBN Co and Test Participant to assess the functionality and performance of a proof-of-concept aeronautical mobile satellite service (the Mobility PoC Test Product) on Test Aircraft operated by Qantas Airways Limited (ABN 16 009 661 901)

Detailed analysis: How will Qantas’ on-board Wi-Fi impact NBN satellites?
http://blog.jxeeno.com/detailed-analysis-will-qantas-board-wi-fi-impact-nbn-satellites/
With under 350 flights spread out geographically and over a 24 hour period, I doubt the planes would have a material effect on congestion. Currently, the worst case scenario seems to be up 6-7 planes flying under a single beam at any given time. However, in the case of the 7-plane statistic, it happens only once in a 24 hour period. The speed at which planes travel also mean that they will typically fly in and out of narrow beams within 10-15 minutes, meaning any impact should be distributed across multiple beams as the plane flies through the airspace.

Diagram showing NBN Co satellite beams and risk of congestion as determined in the Fixed Wireless/Satellite Strategic Review (FWSat SR).
Diagram showing NBN Co satellite beams and risk of congestion as determined in the Fixed Wireless/Satellite Strategic Review (FWSat SR).

Environment and Communications Legislation Committee, 25/11/2016, Estimates. COMMUNICATIONS AND THE ARTS PORTFOLIO. NBN Co Limited
Senator URQUHART: I know that there have been some discussions around the use of the Sky Muster satellite data on Qantas aircraft. What percentage of the overall data will be allocated under that agreement that you have got with Qantas?

Mr Morrow : It is not an allocation of data that we would offer for aviation-based services. It is only the use of idle capacity when it is sitting there not being used at all. Our intent is that the priority services are for the ground-based homes and businesses that are targeted with satellite. If they are using all the capacity and a plane flies through that beam, the plane does not get any sort of internet connectivity. If, however, there is available and idle capacity, the plane can download or upload, depending.

qantas-trial

National Broadband Network Select Committee 15/03/2016 
Mr Morrow : We did change the second satellite to give it a considerable amount more of capacity than it had had before –  almost double the capacity. So we have repurposed the second satellite for additional capacity.
http://parlinfo.aph.gov.au/parlInfo/search/display/display.w3p;query=Id%3A%22committees%2Fcommsen%2Fac4de09f-67a1-48f3-9459-755617e08c24%2F0003%22

The death of in-flight entertainment? American Airlines scraps screens and tells fliers to bring their own.
http://www.telegraph.co.uk/travel/news/is-this-the-death-of-the-seat-back-entertainment-screen/
The world’s largest carrier said it decided to ditch seat-back monitors on its new Boeing 737 Max aircraft – intended for domestic routes in the US – because most passengers travel with mobile phones, laptops and tablets. Instead of investing in screens it will upgrade in-flight internet speed, to ensure passengers can browse the web and stream movies quickly.

Qantas’ In-Flight Wi-Fi Seems To Be Up To The Challenge
https://www.gizmodo.com.au/2017/02/qantas-in-flight-wi-fi-seems-to-be-up-to-the-challenge/
The service uses NBN’s Sky Muster satellites, and the carrier says it’ll be around 10 times faster than inflight Wi-Fi already in place on other domestic airlines around the globe like Delta in the US. The full fleet of 80 Qantas 737s and A330s will get in-flight Wi-Fi some time throughout 2018.

Qantas expects around 50 per cent of passengers to be using its inflight Wi-Fi and internet service during regular flights.

Every Major Airline’s Wifi Service, Explained and Ranked (in the USA)
http://gizmodo.com/every-major-airlines-wifi-service-explained-and-ranked-1701017977
Here are details from the 9 major US airlines that offer wifi. (This list is specific to domestic flights; if you’re flying internationally, the check-the-website rule applies even more fiercely because international fleets carry different gear than domestic fleets. If an airline has good in-flight wifi on domestic routes, though, they’re probably good for international routes as well.) Three things were taken into account when making this list: the likelihood that your plane would actually have wifi; the type of equipment powering the wifi; and its relative dependability, speed, and value.

LIST OF AIRLINES OFFERING INFLIGHT WIFI
http://www.edreams.com/blog/in-flight-wifi/

 

 

 

Excessive uploads gobbling your data allowance?

If your uploads are higher than your downloads, some things to check are

  • You need to isolate what device is uploading all the data. Turn off all devices and only turn one on for 2 hours and monitor your data usage. Keep doing that until you find the culprit.
  • Login into your account with your service provider and see if you can pinpoint when the uploads are happening. Your RSP will only have hourly data keep for the last 24 hours.
  • Do you have a Network Attached Storage device? If so, turn it off and see what happens. The software on them can phone home for updates.
  • Your router may have been ‘hacked’. Try bypassing the router and plugging your computer directly into the NTD and see what happens.
  • Your computer maybe ‘talking to friends’ in the background. Here is how you can turn that option off.

Windows 10: Check here to see how to set you WiFI connection to WiFi, disable peer-to-peer updating, prevent automatic App updates and Live Tile updates, Save data on web browsing. http://www.howtogeek.com/249254/how-to-stop-windows-10-from-using-so-much-data/ This tells you how you can moniter your data usage in Windows 10
https://www.cnet.com/au/how-to/monitor-your-data-usage-in-windows-10/

Apple: Most often BitTorrent, iCloud, Dropbox, or some other cloud-data application is involved in cases of mysterious bandwidth use by a Mac. If you use iCloud, uncheck at least iCloud Drive in its preference pane and see whether there’s any change. If you use third-party network backup or file-sync software, disable that. If you use a torrent client, remove it. https://discussions.apple.com/thread/7314385?start=0&tstart=0

If you have tried all the above suggestions, and still can’t control the uploading of data you will need to contact your service provider and ask for help. They will be able to monitor in real time what is happening over your connection (best done when the uploading is actually happening)

Problems with your NBN connection?

Until now, BIRRR has spent considerable time troubleshooting nbn issues – we now ask that these issues are directed to NBN or your provider. It doesn’t mean we don’t care, or can’t help if you continue having issues after you have tried these alternate contacts.

NBN now has a new ‘specialised regional support team’  inside the existing nbn contact centre which customers can call directly, dealing with a wide range of issues. BIRRR welcomes this improvement, as we have consistently called for this contact centre to be created. We also appreciate that NBN has acknowledged the work the BIRRR team has done up until now.

We are looking forward to spending more of our time advocating for RRR communication needs, rather than troubleshooting. BIRRR encourages providers to follow NBNs lead and establish their own specific RRR contact centres.


For ‘GETTING CONNECTED’ PROBLEMS

  • Not sure what type of NBN connection you can get? Visit here and type in your address (you may have to drag the marker over your house).
  • If you are ‘on the fringe’ of a footprint(eg just outside a Fixed Wireless area and are seeking to get fixed wireless) then you can contact NBN and ask to be reclassified. You will need to provide them with your address and GPS coordinates (Find your GPS via Google Maps here)
  • Your address is not there? You can contact NBN and ask to be reclassified. NBN’s engineers will then evaluate your situation and potentially change your designated nbn technology to fixed wireless. You will need to provide them with your address and GPS coordinates (Find your GPS via Google Maps here)

CONTACT NBN at 1800 OUR NBN (1800 687 626) or send an email to info@nbnco.com.au

 NB: the nbn co call centre will not be able to help with tower/nbn activation dates, nor will the BIRRR team. The ‘nbn co check your address’ site has a date of service available.

For INSTALLATION PROBLEMS:

  • Cancelled/Postponed installations?  Contact NBN and report your problem! NBN have set up new procedures and are trying to be more helpful.
  • Installer fails an install?If you feel that they could have tried harder (different locations on your property, tried a 3m mast etc)  Contact NBN.
  • Equipment is installed, but not working.  Try the power cycle routine (see here). Try the different ports on your NBN box, power cycle in between swaps. If still not working contact your service provider (RSP). Make sure you get a ticket number.

 For CONNECTION PROBLEMS:

  1. If you don’t have a working connection, please try a power cycle routine once with a computer plugged directly into the NBN modem. See here to see how to do a power cycle correctly (the article is about SkyMuster, but the principle is the same). If you have a SkyMuster connection check here for further details.
  2. If you are still offline check the service status pages offered by SkyMesh who lists unplanned outages here, and Iinet  who list scheduled maintenance events here, to make sure your problem is not a widespread problem. Activ8me Facebook page and the ANT Facebook page also list outages when they know about them.
  3. You can also ring the NBN hotline for SkyMuster outages. They will tell if a beam is down, an earth station (many beams) is down or the outage is national
  4. If you are offline and it is not a widespread problem, please contact your RSP (service provider), make sure you get a ticket number. Send an email (if you can) to your RSP support about the problem, so they know it exists, especially if the callback queues are long (if the queues are long, it means that many customers have a problem).
  5. Contact your service provider (RSP) when you have problems with your speed, dropouts, excessive data usage.

nbn-call-centre

If you have tried the options above and you still need help either post in the BIRRR Facebook group or  send an email to birrraus@gmail.com


nbn co recently announced:

  • call centre policy and protocols have changed so that satellite end users will not be referred immediately to their RSP.
  • nbn’s call centre will now be able to provide basic network outage information so that callers will at the very least know if the network is down in their area.
  • set up ‘a dedicated regional support team inside this call centre to handle rural addressing issues, location I.D generation, non-standard fixed wireless installs, or other issues that people living in regional, rural and remote areas experience’.
  • nbn will also incorporate this approach into its official Facebook page, nbn Australia.

Announcement from NBN about their SkyMuster issues (Nov 2016):

‘By now you have no doubt heard about Sky Muster, nbn’s $1.8 billion custom-built broadband satellite delivering fast internet to the bush. While nbn has heard many stories of people having a great Sky Muster experience, we have also heard your concerns. These concerns are something nbn takes very seriously and the company wants to directly address them here. 

nbn is currently implementing a satellite service improvement programme, which is being led by a committed task force to address and resolve the issues identified. Some of the corrective action already undertaken includes software fixes to reduce connection times and configuration updates to improve the stability of the service. This work is ongoing and has seen a substantial improvement in network stability.

nbn has implemented changes to our call centre and social media processes which means we are now providing network information directly to end users as it becomes available. We have also set up a dedicated regional support team in our call centre to handle regional-specific queries. In addition, nbn is working with our retail providers and delivery partners to help improve the installation process and ensure the number of rescheduled and missed appointments is minimised.

The Sky Muster technology is breaking new ground and as with any new technology, particularly one as complex as satellite broadband, there are issues early in the roll-out that need to be worked through.

nbn acknowledges that we need to get this right as soon as possible and we are working hard to do just this as we ramp up to connect more than 10,000 premises a month to Sky Muster.’  (source: nbn co )

SkyMuster not working?

  1. If you don’t have a working SkyMuster connection, please try a power cycle routine once with a computer plugged directly into the NBN modem (wait at least 30 minutes before going to the next step). See here to see how to do a power cycle correctly.
  2. Check the NBN outage page to see if it is widespread – https://www.nbnco.com.au/support/network-status
  3. The RSPs that have network status information are
    1. SkyMesh also have a network status page that is usually up to date at https://www.skymesh.net.au/advisories/
    2.  Active8me post network outages on their FaceBook page here (like their page and the updates will appear in your newsfeed) and on their network status page here.
    3. Iinet posts all the planned maintenance events here https://www.iinet.net.au/status/
    4. Clear Networks here
    5. Westnet here
  4.  If you are still offline please contact your service provider. Send an email (if you can) to your support about the problem, so they know it exists.  If you have to call it may involve a long wait if there are many problems. Keep records of who you have phoned/emailed, dates and ticket/fault numbers
  5. After you have completed steps 1,2,3 and 4 above and Sky Muster still not working (as in NO connection, complete outage or not activated on install), Fill in this form (please follow instructions on the form first), fill in for your neighbour or friend or family member if they have no connection.
  6. Also, post to the BIRRR FaceBook group and state where you are located (nearest town), who your service provider is and how long you have been out for, just in case others in your area are also affected.

Thanks to SkyMesh for providing this printable power cycle document. Please note SkyMesh are one of 12 providers offering nbn Sky Muster.  You should always contact your provider for assistance.

21931195_176029549631441_828593649_o (1)

*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with your service provider regarding your own connection issues. Updated 29/8/18

Contact a Politician

Here is basic letter to get you started! (Click here to open it)  – Please make sure you replace the RED wording with your own relevant details.

Details for the relevant MPs to contact on matters of NBN and internet problems:

Senator the Hon Mitch Fifield
Manager of Government Business in the Senate
Minister for Communications
Minister for the Arts
Liberal Party of Australia
https://www.aph.gov.au/Senators_and_Members/Contact_Senator_or_Member?MPID=D2I
https://www.facebook.com/SenatorFifield
https://twitter.com/SenatorFifield

Contact details for all MPs  here

How to power cycle a device

If you have a computer in your home, you probably have at least one other device that works alongside it, such as a modem, wireless router, or printer. These devices have a tendency to stop working from time to time, and it’s not always immediately clear why.

Before assuming anything is actually broken, you should try to run a power cycle. To do this, you’ll want to turn the device off, and all devices connected to it, then turn it back on. This will force it to reset, which can fix a lot of basic problems. It is important to turn the devices on in order.

Here are the steps to power cycle a typical Sky Muster setup:

  • Turn off ALL devices. If you have a nbn Sky Muster connection unscrew the white cable from the SAT port (see blow photo) that goes from the wall into the nbn box (NTD).
  • Wait at least 5 minutes.
  • Turn the Devices on in order
    1. Screw in the white cable, then turn on the NBN box first (also known as the NTD or modem). Wait until all the lights are on and indicate an active connection (this may take a few minutes). Active connection for NBN Sky Muster is a blue light.
    2. Then turn on your router. Wait until all the lights are on the router indicate an active connection.
    3. Then turn on all your other devices.

S-NTD Router cable connections

Web Page Optimisation (WPO)

nbn SkyMuster uses a system called Web Page Optimisation (WPO).
Web Page Optimisation is designed to help speed the loading of pages, as you browse.
A downside of WPO is that nbn counts all the data that WPO pre-fetches, including data collected to speed up your page loads even if you never see them.
Some providers (if asked) will disable (turn off) WPO.
You may experience some pages loading a little slower, but for many there is little change in speed.
Disabling WPO will stop the addition of the WPO overhead to your account.
The amount of additional data that WPO uses will vary with the the day to day internet activity of your household.
For those on SkyMuster who are struggling to keep within their account quota, disabling WPO may be something to consider.

*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with NBN or your ISP regarding your own connection issues.

Kindly prepared for BIRRR by John Kitchener 21/7/2016

Complaining to the TIO

Complaining to the Ombudsman WHEN the fault is not the providers; (as is 99% of the current Sky Muster problems) does absolutely nothing, zip and zero … except damage and create more work for a provider already up to their ears and battling with a re-recalcitrant wholesaler ie nbn.

  • You can only lodge a claim citing your provider.
  • You cannot lodge a claim against Hills, SkyBridge, Ericsson or nbn (Sky Muster faults).

Your service provider most likely gets whacked with an automatic fee (for details click here) and if you may find that they dump you as a customer. It will be one option offered by the TIO (and probably also mentioned in the RSP’s Terms & Conditions), then you only have yourself to blame.

If I was a provider … I’d dump you if it was not my fault and I had already explained that it wasn’t my fault and that it was out of my control.

Much better in the Sky Muster case, to lodge your problem very forcefully with a Government politician. Contact details for a government politician are here

Most certainly if your provider has not tried to help you AND you have given them every opportunity to resolve the problem; then go to the ombudsman with both barrels.

See how to make a complaint here, https://www.tio.com.au/making-a-complaint
You need to have made a complaint to your telecommunications service provider and it is unresolved, before you can complain to the TIO. You also need the relevant information when you lodge your complaint; for example, dates of important events and names of people you have spoken to.

The TIO will investigate landline, mobile and internet services, including:

  • contracts
  • connecting new services
  • transferring services
  • SIM unlocking fees
  • faults, dropouts and poor coverage
  • billing mistakes
  • billing and supply of mobile premium services
  • debt collection
  • services provided over the National Broadband Network (NBN)

Full details of all that the TIO will investigate are listed here

The TIO will not investigate (among others) the following:

  • ADSL internet not being available to you because there is no infrastructure
  • NBN services not being available to you because there is no infrastructure

 *Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with NBN or your RSP regarding your own connection issues.

Kindly prepared and illustrated for BIRRR by John Kitchener 12/7/2016

 

Temporary fixes to Sky Muster internet connection problems July 2016

Problems include

  1. Unable to visit certain websites, especially HTTPS ones.
  2. Unable to do any form of remote logins (Reckon, Phoenix, Microsoft Remote login etc)
  3. Short term dropouts, especially noticeable in any forms of chat.

Possible solutions that have worked for SOME people (see below for more details)

  1. Clear the browser cache.
  2. Turn off iPV 6 on your computer and/or router (Note SkyMesh has done this for their Sky Muster service so no action is required for SkyMesh customers)
  3. Ask your provider to turn Web Acceleration OFF
  4. Test using a VPN application called Tunnel Bear
  5. Enable TCP Timestamps
  1. Clear the browser cache.

    See here for instructions http://www.refreshyourcache.com/en/home/

  2. Turn off iPV6 on your computer and/or router

    Instructions here for Mac OS X https://kb.iu.edu/d/aqig
    Instructions here for Windows https://support.microsoft.com/en-au/kb/929852
    Y
    ou will need to read your router’s manual to determine how to turn off iPV6 in it.

  3. Ask you service provider to put a request into NBN to have web acceleration turned OFF
    for your connection.Browsing will be slower, but you should be able to visit the problem websites.
    Ask Service Provider to get NBN to disable the Transparent Performance Enhancing Proxy (TPEP)
    Web Page Optimisation to OFF, Transport Protocol to OFF
  4. Trial a VPN application called Tunnel Bear (first 500Mb is free)https://www.tunnelbear.com/
    Download the Tunnel Bear extension in Google Chrome
    Visit the website via Chrome with the tunnel bear extension turned on
    If your secure website or Remote desktop is now working, let your Service Provider’s Support know.
  5. Enable TCP Timestamps (this has now been done at the NBN end of SkyMuster, so you shouldn’t have to do this)The following was worked out by technical support at SkyMesh. Original Workaround provided by SkyMesh  here  

 

sky muster 3

Detailed below is a temporary workaround for customers with Sky Muster services that are having issues browsing some websites. Some operating systems do not have the TCP Timestamps extension enabled by default. By enabling this extension on each affected computer, customers can overcome the problem. The workaround temporarily resolves a certain class of issues. If you continue to experience browsing issues after enabling timestamps, you might be affected by a different problem.

You must run the command prompt as the Administrator.
This is how you do it
Windows Vista and Windows 7 http://www.bleepingcomputer.com/tutorials/windows-elevated-command-prompt/
Windows 8 and 10
http://www.howtogeek.com/194041/how-to-open-the-command-prompt-as-administrator-in-windows-8.1/
Apple computers
http://www.wikihow.com/Get-to-the-Command-Line-on-a-Mac

WINDOWS INSTRUCTIONS
These instructions are not suitable for Windows XP. See below for dedicated instructions.

How to Check the Status of Timestamps

  • Click Start.
  • In the Start Search box, type cmd, and then press ENTER.
  • In the Command Prompt window, type netsh interface tcp show global and the press ENTER.
  • Check if RFC 1323 Timestamps is listed as enabled or disabled.

How to Enable Timestamps

  • Click Start.
  • In the Start Search box, type cmd, and then press CTRL+SHIFT+ENTER (the command below requires administrator privileges).
  • If the User Account Control dialog box appears, confirm that the action it displays is what you want, and then click Continue.
  • In the Command Prompt window, type netsh interface tcp set global timestamp=enabledand the press ENTER.

How to Disable Timestamps

  • Click Start. In the Start Search box, type cmd, and then press CTRL+SHIFT+ENTER (the command below requires administrator privileges).
  • If the User Account Control dialog box appears, confirm that the action it displays is what you want, and then click Continue.
  • In the Command Prompt window, type netsh interface tcp set global timestamp=disabledand the press ENTER.

WINDOWS XP INSTRUCTIONS
How to Enable Timestamps

  • Click Start.
  • In the Start Search box, type cmd, and then press CTRL+SHIFT+ENTER (the command below requires administrator privileges).
  • If the User Account Control dialog box appears, confirm that the action it displays is what you want, and then click Continue.
  • In the Command Prompt window, type reg add HKLM\SYSTEM\CurrentControlSet\services\Tcpip\Parameters /v Tcp1323Opts /t REG_DWORD /d 2 and the press ENTER.

How to Disable Timestamps

  • Click Start. In the Start Search box, type cmd, and then press CTRL+SHIFT+ENTER (the command below requires administrator privileges).
  • If the User Account Control dialog box appears, confirm that the action it displays is what you want, and then click Continue.
  • In the Command Prompt window, type reg add HKLM\SYSTEM\CurrentControlSet\services\Tcpip\Parameters /v Tcp1323Opts /t REG_DWORD /d 0 and the press ENTER.

How to Check the Status of Timestamping and Window Scaling Features

  • Click Start.
  • In the Start Search box, type cmd, and then press ENTER.
  • In the Command Prompt window, type reg query HKLM\SYSTEM\CurrentControlSet\services\Tcpip\Parameters /v Tcp1323Opts and the press ENTER.
  • Check if
    Tcp1323Opts is listed as 0x2 or 0x3 (enabled) or 0x0 or 0x1 (disabled).

MAC OS X INSTRUCTIONS
Please note that these instructions may not work with El Capitan:https://discussions.apple.com/thread/7408993

How to Check the Status of Performance Extensions (including Timestamps)

  • Run sysctl net.inet.tcp.rfc1323 from the command line.
  • Check if net.inet.tcp.rfc1323 is listed as 1 (enabled) or 0 (disabled).

How to Enable Performance Extensions (including Timestamps)

  • Run sudo sysctl net.inet.tcp.rfc1323=1 from the command line.
  • Modify the /etc/sysctl.conf file with net.inet.tcp.rfc1323=1 to make the setting permanent.

How to Disable Performance Extensions (including Timestamps)

  • Run sudo sysctl net.inet.tcp.rfc1323=0 from the command line.
  • Modify the /etc/sysctl.conf file with net.inet.tcp.rfc1323=0 to make the setting permanent.

GNU/LINUX INSTRUCTIONS
How to Check the Status of Timestamps

  • Run sysctl net.ipv4.tcp_timestamps from the command line.
  • Check if net.ipv4.tcp_timestamps is listed as 1 (enabled) or 0 (disabled).

How to Enable Timestamps

  • Run sudo sysctl net.ipv4.tcp_timestamps=1 from the command line.
  • Modify the /etc/sysctl.conf file with net.ipv4.tcp_timestamps=1 to make the setting permanent.

How to Disable Timestamps

  • Run sudo sysctl net.ipv4.tcp_timestamps=0 from the command line.
  • Modify the /etc/sysctl.conf file with net.ipv4.tcp_timestamps=0 to make the setting permanent.

Save Your Data Usage with Windows 10

Living in a rural area comes with limits for bandwidth and a data allowance, that means you may only have access to mobile wireless networks or satellite. You might be coming to the realization that Windows 10 loves data, your data plans are quickly eaten up. Here are some suggestions on how you can save data on your limited data allowance connection.

If possible set a connection as metered?

When you set a network connection as metered, it scales back some components of Windows to prevent them from using excessive amounts of data. More specifically, it changes the following:

  • Disables automatic downloads of Windows Updates
  • Disables downloading of app updates
  • Disables peer-to-peer uploading of updates
  • Live tiles will not update
  • Offline files may not sync automatically
  • Other system behaviours might change to reduce data usage – whether it’s for Windows or apps.

Although Microsoft recommends setting a connection as metered if your ISP imposes data caps, Windows 10 only allows you to set Wi-Fi and mobile data connections as metered – not wired Ethernet connections. If you’re using a wired desktop PC and your ISP imposes strict data caps, there’s no way to have Windows 10 download updates on your schedule. Instructions on how to set your connection to metered are here http://www.howtogeek.com/226722/how-when-and-why-to-set-a-connection-as-metered-on-windows-10/

Turn off background apps
By default, Windows 10 keeps some apps running in the background, and they eat up a lot of data.

OneDrive
OneDrive was another part of Windows 10 and it uses data in the background.

You might also want to do this for other syncing clients such as Dropbox or Google Drive.

Disable PC Syncing
You don’t need to have it running around the clock. You can turn it off, and when you do need to keep things synced, you can easily turn it on.

Turn off notifications
Another area that I notice can save you some data is turning off Notifications.

Turn off Live Tiles
Feed based apps such as News will retrieve the latest news and other information in the background, if you keep Live Tiles turned on. You don’t need to do this for every app, but apps like Mail, Twitter, Weather, Facebook will grab the latest information. You can turn that off by right clicking on the Tile and “Turn off live tile”.

Configure Windows Update to download updates over your local area network
Windows Update Delivery Optimization (WUDO) is a controversial feature in Windows 10 for some. For Windows 10 Home and Pro, it’s set to send Windows Update data to other PCs on the Internet by default (it’s only set to PCs on local network for Enterprise and Education editions). If you’re in a limited bandwidth situation, you don’t want to be sharing updates with other PCs on the Internet. NOTE: Windows Update Delivery Optimization lets you get Windows updates and Windows Store apps from sources in addition to Microsoft. This can help you get updates and apps more quickly if you have a limited or unreliable Internet connection. And if you own more than one PC, it can reduce the amount of Internet bandwidth needed to keep all of your PCs up-to-date. Delivery Optimization also sends updates and apps from your PC to other PCs on your local network or PCs on the Internet. More information about WUDO is here

 

Defer Windows Updates
If you are running Windows 10 Pro or Enterprise, there is an option in Windows Update settings that lets you delay the download of new features for several months.

The above steps can also be viewed in detail at http://www.howtogeek.com/249254/how-to-stop-windows-10-from-using-so-much-data/ , which also has graphics for each step.

*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with a professional if you are unsure.

What are Sky Muster spot beams?

To provide the capacity required for Australian Sky Muster users, 101 spot beams are used to illuminate small population centres.

This technique increases the capacity of Sky Muster considerably over earlier satellite systems that provided internet in Australia.

SpotBeams1
Note: This map is for illustrative purposes only. It should not be used to determine which spot beam nbn have allocated to your connection.

SkyMuster Earth Station Gateways

There are nine active Sky Muster Earth Station Gateways, geographically spread across Australia.

They are located in areas that are least likely to suffer from atmospheric degradation and each site is connected by redundant fibre cable to Sydney.

All traffic from the Earth Station Gateways is aggregated by nbn at Eastern Creek in Sydney where the various Sky Muster providers interconnect.

birrr-sm-beams-and-esg-2

This chart identifies the connection between a spot beam and the Earth Station Gateway.

Compiled by BIRRR ©

How are spot beams allocated?

nbn use a clever beam planning tool that determines from the customers coordinate location, which satellite and to which spot beam that location is best allocated. It also advises the antenna size and the power of the TRIA (transmit and receive integrated assembly). For some locations there is a choice of up to 10 x different beam/ satellite combinations. A user might be allocated to one beam on one satellite and a week later their neighbour might be allocated to a different beam, or a different satellite, or different equipment; for effectively the same latitude and longitude.

If a spot beam were to ‘fill up’ (e.g. higher take up rates in some areas versus others compared to initial predictions) the system could flag a problem and propose to move existing services from one beam to another. This would require a 10 minute planned outage per service moved.

You can estimate what spot beam you are on by using the map above and ‘guess’ the beam you are on and then visit here and click on the spot beam you maybe on. Then you can zoom in on the map and it shows you what area that spot beam covers. More than one spot beam can cover certain areas, so it is not a certainty that your are on one spot beam. Here is an example of one area covered by 3 spot beams.

My Beams

Why some customers have slightly lower latency than others

When conducting Ookla speed test you may notice that some SkyMuster users record a lower latency or ping than others.

This difference in ping times is due to the differing distances of the terrestrial paths to Sydney. The time taken for a signal to travel the terrestrial path, adds delay to the relatively fixed satellite propagation delay, which is approximately 590ms for Sky Muster.

Geraldton in WA is much further from Sydney than say Broken Hill NSW and there may be up to 30ms difference in ping times, as a consequence.

Images courtesy of the Satbeams website. Satbeams.com is a global Web 2.0 reference website that provides consolidated information about the Geostationary/Communications satellites, their technical details, coverage zones and frequency charts.

SkyMuster Rollout

The Long Term Satellite Service (Sky Muster) provides coverage of around 400,000 premises, and is expected to service between 200,000 – 250,000 connections. It is available to all residents who cannot access other NBN access technologies.

There are approximately 60,000 subscribers on the existing satellites ie 36,000 ISS, 20,000 ABG and 1200 NSS customers. The number of customers on Telstra satellite is not publicly known. A description of the different type of satellite technologies can be viewed here.

The NBN Interim Satellite Service will be decommissioned in February 2017 as the Optus and IPSTAR contracts expire at this time. NBN and the service providers are working very hard to move eligible ISS customers to Sky Muster.

Half of the Sky Muster installations are reserved for ISS migrations; however there are over 36,000 existing connections and they cannot all be physically re-connected to Sky Muster in a couple of months. Not all 36,000 ISS customers will move to Sky Muster. A good number will move to a terrestrially based NBN connection.

Some ISS customers are in areas that will, over time, be provided with an NBN Fixed Wireless or a Fibre derivative service. If the new NBN technology is not available towards the end of 2016, NBN will provide an interim Sky Muster connection to maintain service continuity.

There is also a large group of potential Sky Muster customers that currently receive a mobile broadband service. This group were ineligible for earlier satellite connections and can now apply for a Sky Muster service.

No matter which group you are in, prospective Sky Muster customers must select a provider and apply for a Sky Muster connection. No one is automatically transferred to Sky Muster.

NBN has determined that the number of existing customers that an RSP moves to Sky Muster each month is determined according to market share. The larger RSPs have more customers to move, so they have a larger allocation compared to the smaller RSPs. No matter which RSP you are with, all customers will be moved to Sky Muster in an equally fair and orderly manner.

The total number of installations per month is finally determined by the number of trained installers in the field. NBN has worked hard to ensure that there are sufficient installers available for the task. It is understood that the May 2016 install rate was around 5,000, June is expected to ramp up to 7,000 (as more installers come on line and the efficiency increases), July 10,000 and subsequent months 10,000+.

SkyMesh made an offer of connection priority to BIRRR and ICPA members because they could see the need. NBN made ICPA distance education students a priority. All service providers give priority to existing NBN ISS customers.

Despite the urgency of many BIRRR members to move to Sky Muster, there are also many customers that don’t place a high priority on their internet connection. It is anticipated that the Sky Muster connection rate will peak quite quickly and then begin to subside. Overtime, connection delays will become a thing of the past.

The current Sky Muster service providers plan comparison can be viewed here.

nbn Satellite Service Growth – 25 August 2016

SkyMusterInstallationsAugust2016

Notes:

  • The chart does not indicate the total number of Sky Muster installations as many installations will be ISS to Sky Muster … ie nil net gain.
  • The satellite (Sky Muster) increases commenced in late April as Sky Muster installations kicked in.
  • Not shown are the satellite losses ie ISS to wireless etc
  • There is no premises covered data prior to 5th May 2016.
  • ABG, NSS and telstra satellite customer connections are not shown.

*Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with NBN or your ISP regarding your own connection issues.

TROUBLESHOOTING TIPS FOR SKYMUSTER SPEED ISSUES

If you get slow speeds all the time, it’s likely the problem is at your home, so here are 13 STEPS to try before calling your RSP. (It’s a good idea to do methodical tests and make detailed notes while you’re trying to find the cause of speed problems.)

If for some reason, you can’t complete one of the steps, like a speed test, then skip to the next step.

  1. First check that no one else in your home is downloading or streaming If you have teenagers, ask them to take a break from using the service and shut down any downloads and close YouTube. YouTube’s new auto-play feature is a big data thief.
  2. Next check your usage to make sure you’re not speed limited for exceeding your Data Allowance. (Sounds simple, but RSPs get lots of calls from speed limited customers).
  3. Run some speed tests at fast.com.
    Your service lands in Sydney no matter where in Australia you live if you are nbn SkyMuster, so if using another test, make sure it chooses a Sydney server. Telstra and Optus have good servers and lots of bandwidth for their speed tests.
  4. Power cycle everything, including your NBN Sky Muster modem, your router (if you have one) and your computer(s) – turn everything OFF and then back ON in THAT ORDER. A monthly reboot of everything often makes a performance difference. Do some more speed tests and see if that made a difference.
  5. What’s the weather like? Bad storms and heavy cloud cover may reduce speeds, but only a little. That’s also the case at your Beam’s Ground Station. Details on beams and what  ground stations they use are here. Wait until the weather clears and run some more speed tests.
  6. Download and install a fresh copy of a browser you haven’t used before. If you use Windows and Internet Explorer, try Chrome or Firefox. If you’re a Mac owner using Safari, try Firefox. Sometimes browsers get clogged up with cookies and other stuff and that can affect your speed.
  7. Windows users should set your computer into Safe Mode with Networking (how to is here). Reboot your Windows computer in Safe Mode with Networking and run some more speed tests. That starts your computer with the bare basic software, so if you have anti-virus or some other program that’s slowing your computer, speed tests in Safe Mode will reveal that.
  8. If you’re using the service via Wi-Fi, plug your computer directly into your router with a network cable and run some speed tests. If that solves the speed problem, your Wi-Fi signal may be poor, or your router has a problem or the Wi-Fi device drivers in your computer may need to be updated. You should ask your local computer specialist for help with device driver updates as it’s tricky if you’re not sure what you’re doing.
  9. Plug your computer directly into the Sky Muster modem with a network cable, bypassing your router (if you have one) then reboot everything. It’s best to wait for the modem to be rebooted first then reboot your computer. Do some more speed tests, and that will tell you if your router is causing speed problems.
  10. Try a different network cable, just in case that’s the problem. If you have a few of them in your home, try them all just in case you have a dud cable. Network cables lull you into a false sense of security by rarely being faulty, then when you least expect it, there they are!
  11. Try another computer (if you have one), plugged directly into the Sky Muster modem, in Safe Mode with Networking if it’s a Windows computer. More speed tests will tell you if you have a computer problem rather than a satellite service problem.
  12. Reach around the back of the nbn Sky Muster modem and locate the connectors for the black co-ax cable. Make sure it’s finger tight and not loose. Do the same if you have a wall plate for the cable . Don’t put a spanner or pliers on the connectors as a heavy hand could break the connectors and that would mean a service call. ‘Finger tight’ is the go.
  13. Take a look (from the ground) at the satellite dish and make sure there are no trees or branches close to the dish. Cockatoos chewing the cables usually take the service offline rather than making it slow, but it can’t hurt to check for obstructions or any obvious damage. Do not climb on the roof, do not go anywhere near the dish, do not knock it out of alignment!

Advanced Troubleshooting

We recommend doing this step while you’re on the phone with Support (at least for the first time)

  • Occasionally static electricity builds up around the dish (it’s more complex than that, but that’s the simple version) and causes issues. Gently undo the connectors from the back of the nbn SNTD with your fingers (don’t use a spanner or pliers please). Leave out for 30 seconds and re connect.
  • If you can’t get them off with your fingers, skip this step as it’s not worth damaging the connectors.
  • If you don’t solve the speed problem using these steps, you can forward your notes and your speed test results to your RSP and say “I tried all these things, what’s next?”

This document was prepared with the help of SkyMesh support.
Please note, while all care has been taken in compiling BIRRR documents, we recommend that you check with your service provider regarding your own connection issues.