Frequently Asked Questions
What is Satellite Broadband?
Westnet Satellite Broadband delivers high speed internet, particularly to regional or remote locations, where Broadband ADSL or wireless are not available.
Using two-way satellite technology to send and receive data instead of a telephone line means you don't have to be in a Broadband ADSL enabled area - you can be anywhere in Australia!
What can I expect with Satellite Broadband?
In general Satellite Broadband provides faster internet speeds and better browsing speeds compared to Dialup.
Westnet offers three different speeds including 512kbps, 1Mbps and 2Mbps. Satellite Broadband delivers fast downloads for a variety of purposes including programs, music, movies, television shows, etc.
Customers may find certain applications will not run as effectively on a Satellite Broadband service when compared with an ADSL broadband service. This is largely due to the typical latency differences between the two service types; the latency or time taken to connect to websites is relatively high. Latency sensitive applications (such as online gaming and VPN) do not perform optimally and a delay in these services can occur.
The maximum browsing and speeds for Satellite Broadband are dependent on: the number of users using the service within the network at any one time, performance of the satellite system, weather conditions (locally and at the station) and applications being used.
Usually when visiting new sites it may take longer to load the entire page. However repeat visits to sites the page will load quicker as the images, etc will be stored in the cache.
Benefits & Features of Westnet Satellite
Westnet uses a single communication satellite devoted to providing you the best internet out there. The result? Great value plans and higher bandwidth.
About the Australian Broadband Guarantee (ABG)
Westnet, with support from the Australian Government through the Australian Broadband Guarantee initiative, aims to help communities not currently served by established broadband technologies to get fast internet. In alliance with the Department of Broadband, Communications, and the Digital Economy, Westnet will help customers get connected with a standard set-up (i.e. hardware and installation).
Who is eligible for the Australian Broadband Guarantee?
In order to qualify for the Satellite Broadband deal, you must:
- live in an area where there is no access to Broadband ADSL or wireless internet,
- be a residential household,
- a small business (with less than 20 full-time employees across Australia) or;
- an Indigenous Community Council (no employee limit).
Am I eligible for the Australian Broadband Guarantee?
Finding out if you are eligible for the Australian Broadband Guarantee is easy. Simply call our Satellite Broadband team on 1300 937 863, or email your Westnet username (if you have one), phone number and the address you would like to receive Satellite Broadband to satellite@westnet.com.au.
Alternatively, you may like to visit the Online Service Locator on the Department of Broadband, Communications, and the Digital Economy website.
If I am eligible for the ABG, will there be any extra costs?
In most cases you will have a standard install with no additional costs. In general, a standard installation refers to a single storey, 84cm satellite dish roof mount. However, additional charges may be incurred for a non-standard installation. Location, dwelling type and required travel distances will be considered during the application process and any additional charges will be advised prior to installation.
If I previously received a HiBIS, Broadband Connect or Metro Broadband Connect at the same address will I be eligible for ABG?
Unfortunately, no.
If I've previously received the subsidy but at a different address, am I eligible?
Yes, depending on whether the new address is eligible.
Do you have to qualify for the Broadband Guarantee scheme to take up the service?
No - the service is still available for customers who are not eligible for the scheme. However costs such as hardware and installation will be incurred.
Can the satellite dish be placed on all roof types?
No, if you have an asbestos or fibro roof the satellite dish can not be placed on the roof and will be placed on the ground.
What are the excess charges on the satellite plans?
Once you reach your monthly download allowance, excess will be charged at 7c/MB. Please note: Recently Westnet informed existing Satellite customers that their excess will change from the old rate of 1c/MB to 7c/MB due to an oversight. Westnet has reviewed this and will honour the original 1c/MB excess rate (for a period of three (3) years as per Australian Broadband Guarantee agreement) for customers that signed up on or prior to 15th November 2007. Any 1c/MB customer changing their plan will go to the new rate with a 7c/MB excess rate, but still have the option available to change back to their original plan as per ABG requirements.
Does Westnet offer Dialup as back-up access for Satellite Broadband customers?
Westnet provides a back-up dial-up services to customers at the rate of $1.10 per hour.
How is Satellite usage calculated?
Westnet receives Satellite usage data from its wholesaler in GMT time format. As a result of this, usage reported to members will not coincide with the member's local time zone and usage which is reported for a certain day may in fact be for the day following, depending on usage time.
For example, if a Satellite member in Perth is using their Satellite service at 7:00am on 2nd February 2008 (local Perth time) the usage at that very time will be recorded by the wholesaler as 11:00pm on 1st February 2008 (assuming Perth is GMT +8). Further to this, Westnet do not receive an hourly breakdown of member's Satellite usage, so it is unfortunately not possible to determine how much usage falls either side of midnight in member's local time.
Westnet recognises the inconvenience this can cause and is endeavouring to correct these issues as far as possible.
What does the set-up involve?
After signing up to Westnet Satellite Broadband, a registered installer will contact you to organise an installation date. Installation takes approximately 21 to 28 days. Once the installer has been to your house to install the roof mounted dish and connect you with Westnet Satellite hardware, you will be online within minutes.
Can I bundle my Satellite with Westnet Phone?
Yes - when you sign up for Satellite and bundle it with Full Phone you will save $10 a month on your Satellite service.
Is there a charge if I cancel, transfer or change address?
If you are in a 12 month contract, a $120 pro-rata charge applies.
Can I transfer my existing Satellite service to Westnet?
No; Westnet does not currently provide an inbound transfer or churn service.
Can I change my plan?
Yes. If you are changing your plan within a speed bracket no fee applies. If you are changing the speed of your plan a $19.95 fee applies.
What are the payment options?
Westnet has two preferred payment methods including Credit Card or Direct Debit.
Is the satellite modem compatible with devices such as switches/routers?
Yes, the modem can be used in conjunction with most switches/routers to share the connection between multiple PCs.
Can I have a static IP address with my Satellite service?
A static IP is not available at this time.
Is peering traffic free?
All downloads and uploads will be counted towards your monthly allowance.
How long is the warranty on the hardware?
A 12 month warranty applies should the hardware be faulty.
Will the weather affect the internet connection?
In most cases the weather will not affect the internet connection. When weather conditions are not optimal, the technology then increases the power to maintain the connection.
What hardware is required to connect to Satellite Broadband?
The hardware includes the following:
- A modem is used to connect the satellite dish and computer.
- A dish consisting of,
- Dish face,
- The Block Up Convertor used to send data to the satellite from the modem;
- The Low Noise Block Down used for receiving the data from the satellite to the modem.
