Network Outages

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. Iinet posts all the planned maintenance events here https://www.iinet.net.au/status/
  4. Clear Networks here
  5. Optus here
  6. SkyMesh also have a network status page that is usually up to date at https://www.skymesh.net.au/advisories/
  7. Telstra here
  8. Westnet here

Contact nbn – 1800 OUR NBN or via their FaceBook page or email: info@nbn.com.au to see if there are any widespread outages.

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

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

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. 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
  3. Contact nbn – 1800 OUR NBN or via their FaceBook page or email: info@nbn.com.au to see if there are any widespread outages.  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.  After you have completed steps 1,2 and 3 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. Form link here http://tinyurl.com/skymusteroutage
  5. 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.

sky-muster-not-working

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.
  • Wait at least 5 minutes.
  • Turn the Devices on in order
    1. 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