Satellite Broadband (NBN)

FAQs NBN Satellite

Contract and Billing Information

• Do I have to sign up on a contract?
  When signing up with Activ8me we offer short term contracts. Early contract termination fees apply. Please refer to your application form for specific details on your contract term, early termination fee and chosen plan.
• Can I suspend my account?
  At this stage we are unable to offer NBN satellite suspension plans.
  
  For  existing ABG customers: Activ8me now offers customers the ability to suspend their Satellite Broadband and Activ8me Voice services when required. The suspension will become effective from next month’s billing cycle as long as you have no outstanding payments and the suspension period is for 3 months or more. Please phone Activ8me for details.
• What happens if I want to cancel my service?
  If you signed up on 'no contract' or have completed your contract term, you can cancel anytime without fees, provided you give 30 days’ written notice. Cancellation takes effect from your next month’s bill, so you will need to pay any outstanding amounts owing for the current month. If you are still within a contract term the early termination fee stated on your application form will apply.
  
  For existing ABG customers please be aware that if you decide to transfer to another provider your free warranty becomes void with Activ8me and might not be picked up by the new provider.

National Broadband Network (NBN) - Satellite

• What is the National Broadband Network Interim Satellite Service?
  The NBN Co Interim Satellite Service aims to assist the transition from the Australian Broadband Guarantee to the long term NBN Co satellite service due for launch in 2015.
  
  NBN Co plans to offer an Interim Satellite Service that eligible residents, businesses and indigenous communities can order via participating retail service providers (Activ8me is an approved NBN retail provider). Satellite capacity on the interim satellite service is limited. As such, NBN Co will implement eligibility criteria to manage demand and ensure the service is delivered to those who need it most.
• Who can get Interim Satellite Services?
  The eligibility rules closely align with those that apply under the Australian Broadband Guarantee. In general terms, eligible applicants will be those residential customers and small businesses (including not-for-profit organisations) with less than 20 full time staff who are unable to access metro comparable broadband. The service will also be available to Aboriginal or Torres Strait Islander Community Organisations.
  
  NBN Co determines eligibility, priority category and schedule of your installation.
  
  The first priority for service installation will be those eligible end users who do not have access to a metro-comparable broadband service, or have lost their ABG service through no fault of their own.
  
  The second priority will be those who have working ABG service installed more than three years ago. Priority two eligible customers will be connected from 1 November 2011 onwards. Even after November, priority will still be given to ‘Priority one’ customers first.
  
  Those who think they are eligible for a service will need to go through a service qualification process. Please call the NBN Co customer contact centre on 1800 881 816 weekdays between 8.30am and 5pm AEST to find out if you are eligible. Alternatively you can apply online by going to the NBN Co BSL Website
• What is a 'metro-comparable' service
  Metro-comparable broadband is considered to be a service with the following features:
  

  • Access to the internet at a peak data speed of at least 512/128 kbps and 3GB per month usage allowance (with no restrictions within these limits on downloads or uploads or usage time)
  • A price to the customer over 3 years to be no more than $2,500 (inc GST) including equipment and installation.

  Metro-comparable services include ADSL, ADSL 2+, 3G Wireless or fixed wireless from a provider registered under the ABG in 2010-11.

Plan and Usage

• What type of plans do you have?
  We offer shaped plans. This means if you reach your monthly usage quota, your service will be slowed to 64kbps (first release plans) and 128kbps (second release plans) so all you pay is the flat monthly fee – no other costs to worry about.
  
  We have three types of plans to choose from:
  
  Anytime plans: Our ‘anytime’ plans mean you can use your monthly data quota throughout the day when it suits you. There are no peak or off-peak usage restrictions.
  
  Bonus plans: Our bonus plans have the benefit of a peak data allowance with larger data allowances available in off-peak times. Off-peak is from 12 midnight to 12 noon (AEST) for first release plans and 11pm – 12 noon (Local Time) for second release plans.– great for large downloads.
  
  Night plan: Our night plan is perfect for large downloads in the off peak hours of midnight – 7am (Local Time)
  
• Can I change my plan?
  You can change your plan monthly. You can easily make plan changes via “My Account” on the Activ8me website. The change takes effect from your next monthly billing cycle.
• Do you offer free email accounts?
  We provide up to 5 free email accounts. Free email accounts can be set-up when you sign-up or afterwards by contacting the Activ8me Customer Care Centre.
• Is download speed important?
  Whatever anyone says, speed DOES matter in broadband. Having a fast connection greatly improves the experience and enjoyment of the internet. And it saves you from sitting waiting for downloads and heavily fragmented video – why pay for broadband that makes you wait more than necessary? On NBN plans, Activ8me is now able to offer faster Unleashed-plus speeds of up to 6Mbps.* This is faster than the plans previously offered under the ABG program.
  
  * Unleashed+ speeds are specified by NBN Co as up to 6Mbps Down / 1Mbps Up. Peak speeds can be affected by your location in Australia, volume of network traffic, your equipment, software and source of your download.
• Do you offer bonus data?
  Our ‘Bonus plans’ have the benefit of a peak data allowance with larger data allowances available in off-peak times. Off-peak is from 12 midnight to 12 noon AEST (first release plans) and 11pm to 12 noon Local Time Zone (second release plans) – great for large downloads.
• What are the peak and off-peak hours?
  Anytime plans: do not have any peak/off-peak usage time limits.
  
  Bonus plans: Peak data time is 12 noon – 12 midnight. Off-Peak data time is 12 midnight – 12 noon (AEST) for first release plans. Peak data time 12 noon - 11pm. Off-peak data time: 11pm – 12 noon (Local Time) for second release plans. If the off-peak monthly quota is exceeded, usage will count towards the peak monthly quota. If peak usage quota is met, the service will be slowed to 64kbps (first release plans) and 128kbps (second release plans).
  
  Night plan: Peak data time 7am – midnight. Off peak data time midnight – 7am (Local Time).
  
• How can I manage my account and data usage?
  We provide a free on-screen usage meter. You also get 24/7 online access to your detailed account information so that you can easily monitor your monthly tax invoices. Simply login to My Account with your User ID and password.
  
  Once you have installed your free usage meter it can automatically update regularly and allows you to keep an eye out for approaching data limits. Please note: for NBN satellite plans data usage information (in ‘My Account’ and the on-screen usage meter) is only updated once per day.
  
  An email will be sent with notification of your usage at 50%, 80%, 100%, 200% and 300% of your monthly data allowance. If we have your mobile number on record an SMS will also be sent at 80%, 100%, 200% and 300% of your monthly data allowance. You can easily update your mobile and email number by logging into 'My Account'.
  
• Do you offer data blocks?
  Data blocks are available on second release NBN plans only. Different data blocks are available for ‘Anytime', ‘Bonus’ and ‘Night’ plans. Logging into 'My Account' will display the data blocks available on your plan.
  Existing Satellite customers please refer to Satellite Broadband - Existing Customers FAQ's.
• Does Voice (VoIP) contribute to my data usage?
  If you use Activ8me Voice (VoIP) in conjunction with a NBN internet service, data usage incurred while using Voice will count towards your monthly internet data usage. Just as a very general guide, talking on Voice for 1 hour consecutively would consume approximately 30MB. Our NBN internet services are designed with Voice usage in mind by offering large data allowances.

Set-Up

• How much does it cost to set-up the equipment?
  FREE installation ($0) only available to eligible customers under the Australian Government’s National Broadband Network Satellite Interim Solution. NBN Co determines eligibility and the priority of premises to be connected.
  
  You will need to check eligibility and register for a service through NBN Co by phoning Activ8me 1800 804 410 or online.
  
  If eligible, installation of equipment will be provided by and remain the property of NBN Co. Additional charges apply for non-standard installations, in such cases you will receive a quotation to accept/decline (you have no obligation to proceed).
• Do you include equipment warranty?
  On NBN plans, NBN Co is responsible for maintaining the equipment, so you do not have to pay ongoing warranty charges. If you accidentally damage any of the equipment or cable, you will need to contact Activ8me to request repair, which you may be charged for. NBN Co will not cover damages caused by you.
  
  Other customer types:
  For existing ABG customers: All Activ8me customers receive 5 years FREE warranty and service on equipment.
  If you are a Change of Ownership customer or transferring from another IPSTAR satellite provider: 3 years free warranty applies.
• What about my existing home or network office?
  Your installer is required to demonstrate that the service is installed and operating to a stand-alone PC, subject to the PC meeting the minimum PC specifications. The installer is not required to connect the service to a home or business network. If you require the service to be connected to a network, we recommend that you seek support from your local PC dealer or agent.
  
  Where we have supplied a wireless router our call centre can provide some help with set up.
• Is lightning strike an issue?
  The satellite dish is no more vulnerable to strike than a television antenna. If concerned, greater protection can be provided by purchasing grounding rods for your dish, your installer can advise and assist with installation of the additional equipment needed.
• Is the satellite service secure?
  Satellite internet should be treated like any other type of internet connection, it is vulnerable to spam, viruses and other forms of attacks. We highly recommend subscribing to third party internet security for your mail and internet browsing that can easily purchased online (eg. Norton, McAfee, AVG, etc).
• What is a standard installation?
  Standard Installation means an installation that will comprise, at a minimum, all of the following components:
  
  • Premises located on mainland Australia or Tasmania.
  • Unobstructed view to the satellite utilised by the Satellite Network.
  • Premises accessible by sealed road located in Zones 1, 2 or 3.
  • Single storey building capable of supporting a 1.2m antenna which is free of asbestos or other dangerous materials.
  • A 1.2 metre satellite antenna with either a tin roof, gutter or pole mount.
  • 4 Watt block-up converter.
  • 30 metre cable runs between the outdoor unit and the indoor unit.
  • Available and reliable mains power supply, which is the responsibility of the End User.
• What happens if I have old equipment at my premises?
  It may be necessary to remove the existing satellite equipment to enable the Interim Satellite service to be installed. If you are eligible for an Interim Satellite service, you will need to make your own arrangements for the removal of this equipment.
  
  Alternatively, NBN Co may be able to arrange this for a fee at the time of installation. The de-install of existing satellite equipment will be charged at an hourly labour rate of $75 plus any materials required. The labour charge will be rounded up to the nearest full hour required to perform the de-installation. You will need to make your own arrangements for disposing of any de-installed equipment
• Are there any other costs I should know about?
  There maybe some costs involved with your satellite equipment, these costs apply if you are at fault for the damage or problem.
  The table below outlines these costs and in which circumstances they apply. If you do have an issue with your equipment NBN Co should inform you who is liable for the cost of repair.
  

  Description	Charge (Ex GST)
  On site maintenance call out (Non NBN Co fault)	$150
  Cancellation of call out after technician deployed	$150
  Missed appointment fee	$150
  Repairs to equipment for issues caused by user	Time and Materials
  Relocation or modification of existing service	Time and Materials
  Removal of equipment	Time and Materials

  Time is based on $75 per hour.
  
  The below travel and accommodation costs only apply to locations in Zone 3. (NBN Co can inform you if you are located in Zone 3.)
  

  Description	Charge (ex GST)
  Road Travel Surcharge beyond 100km of Technician Depot	$3 per KM
  Overnight Accommodation	$150 per Night

Support

• Existing Customer Support
  View Support/FAQ for existing satellite broadband customers
• Why should I choose Activ8me?
  Our expertise in broadband for rural Australians has been gained through over 40,000 satellite installations from farms, towns, stations and remote communities. In fact, we’re Australia’s biggest and most popular supplier of satellite broadband. We are an Australian company so we have the local knowledge to provide you with expert advice. Our size means you can rely on us to be around for the long-term.
• Do you provide technical support and assistance?
  Activ8me offers FREE technical support to our customers. Our Melbourne call centre is open 8am-9pm on weekdays and 8am-7pm on weekends (AEST).