Critical Information Summary

Information About Services

Reachnet nbn™ Sky Muster satellite is a broadband internet service provided by nbn satellite equipment. The Sky Muster service is only available to eligible customers who qualify or have had an nbn™ Sky Muster satellite service installed

nbnco retains ownership of all satellite equipment that it installs as part of the rollout of its network. This includes modems, antennas (satellite dishes) and cabling. nbn™ will also service and maintain the equipment.

All plans are invoiced monthly in advance and phone charges monthly in arrears. Invoices are emailed to customers on the first working day of the month. Customers are asked to pay their bills by the 14th working day of each month and will receive a payment reminder email 3 days after the 14th working day. Thereafter if an account remains unpaid a late payment is applied with a final notice is emailed on the last working day of each month and a warning of disconnection notice is emailed to customers who have not paid their account 60 days after the date of the invoice being issued in accordance with the Standard Form of Agreement. For more billing information, please click here.

Minimum Term

The minimum term is 1 month.

Data and Usage Hours

Please note that one gigabyte (1 GB) is equal to one thousand megabytes (1,000 MB) and Data Usage is counted in both directions, so if you download 15 GB and upload 10 GB, that’s counted as 25 GB.

Your Data Allowance is based on Peak Hours and Off Peak hours and have been defined by the nbn™ as follows:

  • Peak Hours 07:00am to 01:00am - Peak Data Allowance applies
  • Off Peak Hours 01:00am to 07:00am - Off Peak Data Allowance applies
  • When the data allowance is reached for all plans, the service speed is shaped (reduced) to 128kbps/128kbps.

    Information About Plans and Pricing

    Reachnet offers customers the choice of two peak speeds, 12Mbps download/1Mbps upload and 25Mbps download/5Mbps upload each offering a range of 10 plans.

  • 12Mbps/1Mpbs data plans on a minimum 30 day connection period for broadband satellite customers that wish to access the internet and email. The plan can be upgraded (to a higher data allowance). Each service includes three email addresses as standard.
  • 25Mbps/5Mbps data plans on a minimum 30 day connection period for broadband satellite customers that wish to access the internet and email. The plan can be upgraded (to a higher data allowance). Each service includes three email addresses as standard.

  • Contract Plan Monthly Data Allowance Price (incl. GST)
    Name Peak Speed (mbps) Peak OffPeak Total Monthly Per GB Min Cost for 12 mths
    1 mth LTS-12-1 12/1 5GB 12GB 17GB $34 $2.00 $408
    1 mth LTS-12-2 12/1 15GB 20GB 35GB $39 $1.11 $468
    1 mth LTS-12-3 12/1 30GB 30GB 60GB $44 $0.73 $528
    1 mth LTS-12-4 12/1 40GB 60GB 100GB $69 $0.69 $828
    1 mth LTS-12-5 12/1 45GB 70GB 115GB $94 $0.82 $1128
    1 mth LTS-12-6 12/1 55GB 70GB 125GB $130 $1.04 $1560
    1 mth LTS-12-7 12/1 60GB 85GB 145GB $140 $0.97 $1680
    Contract Plan Monthly Data Allowance Price (incl. GST)
    Name Peak Speed (mbps) Peak OffPeak Total Monthly Per GB Min Cost for 12 mths
    1 mth LTS-25-1 25/5 5GB 12GB 17GB $39 $2.29 $468
    1 mth LTS-25-2 25/5 15GB 20GB 35GB $44 $1.26 $528
    1 mth LTS-25-3 25/5 30GB 30GB 60GB $49 $0.82 $588
    1 mth LTS-25-4 25/5 40GB 60GB 100GB $74 $0.74 $888
    1 mth LTS-25-5 25/5 45GB 70GB 115GB $99 $0.86 $1188
    1 mth LTS-25-6 25/5 55GB 70GB 125GB $135 $1.08 $1620
    1 mth LTS-25-7 25/5 60GB 85GB 145GB $145 $1.00 $1740

    Note: A 1 month contract term applies to all customers selecting a Reachnet nbn™ LTSS plan. Reconnection Fee may apply

    * Applications for these plans are limited. Once the allocation is filled, Reachnet will not accept new orders on these plans.

    Maximum early termination charge

    There is no special charge for termination. The customer may request termination of the service at any time, however Reachnet requires 30 days' notice to process the termination request.

    NBNco Fair Use Policy

    Usage during Peak hours cannot exceed more than 75Gb in any rolling 4 weeks period.
    Usage during Peak and Offpeak hours combined cannot exceed more than 150Gb in any rolling 4 weeks period.
    All RSPs must limit the average of customers Peak hour usage to no more than 30Gb download and 5Gb upload in any rolling 4 weeks period.
    NBNCos reserves their contractual rights to shape customers if these conditions are breached.

    Other Information

    Frequently Asked Questions


    Q: I have an existing satellite installation. Is there any charge to de-install it?

    A: If you have any existing ABG/NSS IPSTAR satellite equipment installed this can be removed at the time of installation of the new NBN Sky Muster equipment. There will be a De-installation of $135 plus GST fee charged to your account.
    If you have existing ISS satellite equipment installed, NBN will remove at the time of installation of the new NBN Sky Muster equipment.
    Q: How do I connect multiple devices to the internet connection (e.g. tables, smartphone and laptop)?

    A:You will need a router with DHCP and WiFi. A generic brand will suffice.
    Q: How can I check my usage?

    A:You can call us at 1300 798 007 or online at on your Reachnet customer portal.
    Q: Can I use off peak data during peak hours?

    A:No, if more peak hour data is required, please consider upgrading your plan
    Q:Do I get shaped during peak hours if I used up all my off peak quota?

    A:No
    Q: If there's an equipment failure, and the service takes 10 business days to be repaired, do I get a rebate for the time the system is offline? If not, do I get a rebate??

    A: There is no rebate. The monthly subscription covers the technician visit and other administration costs to maintain this account.
    Q: Do you offer support for VoIP e.g. CBR?

    A: There is no support for VoIP and CBR (Constant Bit Rate) cannot be purchased separately.
    Q: Is there a fee to change my plan?

    A: There is no fee to upgrade your plan but a downgrade fee of $35 applies when change from a higher value plan to a lower value plan.
    Q: Do you rollover my unused data to next month?

    A: No, all unused data expires at the end of the current calendar month.
    Q: Do you guarantee for the plans (i.e. 12/1Mbps and 25/5Mpbs)?

    A: The speeds of 12/1Mbps and 25/5Mpbs are Peak Information Rate. Reachnet/NBN is not able to guarantee that the system is able to reach the peak speed all the time. It depends on factors such network load and weather conditions.

    Using the connection

    The table below may be of assistance to gain a better understanding of how much data you are using. This may help you choose the right plan. Please note that actual usage will depend on the device used and other factors. The information below is based on averages and provides estimates only.

    Email text only 30 – 50 KB
    Email with attachment, i.e. document or photo 350 KB – 4 MB
    Website viewing (single page without picture and embedded video) 1 MB
    Streaming video/minute 30 MB
    Streaming music/minute 1 MB
    Downloading a song 6 MB
    Downloading an app 30 – 100 MB
    Uploading a photo 4 MB
    Making a video call with an app/minute 24MB

    Certain games and other highly interactive software (e.g. share trading / live-streaming) which require low network latency are known to perform poorly (or not work at all) on satellite broadband services and so Reachnet deems the service as provided unsuitable for those purposes.

    Complaints and Telecommunications Industry Ombudsman(TIO)

    To lodge a Complaint, please email us at helpdesk@reachnet.com.au or call us at 1300 798 007 9am–5pm Monday to Friday. For more information about our complaint process, please visit our Complaint FAQs.

    If you are not satisfied with your complaint resolution, you have the option to refer your case to Telecommunications Industry Ombudsman (TIO). The following are the details:

  • Website: http://www.tio.com.au/consumers
  • Phone:1800 062 058