BIRRR Survey to Review nbn Sky Muster Providers (RSP's) Question Title * 1. Do you have an active nbn Sky Muster connection? Yes No Question Title * 2. Please state your locality (suburb, closest town, name of your area). Please keep responses to location only (e.g. Wagga Wagga) and don't include postcode. Question Title * 3. Please select the state your nbn sky muster connection is in ACT NSW NT QLD SA TAS VIC WA External Territory e.g. Cocos Island, Norfolk Island, Christmas Island etc Question Title * 4. Do you have any other form of connectivity if Sky Muster/Sky Muster Plus Satellite isn't working ? Select one only Landline phone only (no mobile service or backup internet service) 3G - mobile internet ONLY 3G - mobile internet + LANDLINE PHONE 4G - mobile internet ONLY 4G - mobile internet + LANDLINE PHONE ADSL internet + LANDLINE NONE COMMENT The next questions have been designed to review your provider. If you have more than one connection with different providers please review your MAIN provider. Question Title * 5. Who is your nbn Sky Muster Provider? Activ8me ANT Communications Bordernet Clear Broadband HarbourISP iinet IPSTAR Reachnet SkyMesh Southern Phone Westnet Question Title * 6. Which type of plan are you on ? 12/1 speed normal plan 25/5 speed normal plan PLUS PLAN UNSURE Question Title * 7. Review your provider for overall Customer Service Poor Fair Average Good Excellent N/A Poor Fair Average Good Excellent N/A Question Title * 8. Review your provider for Data Allowance Poor Fair Average Good Excellent N/A Poor Fair Average Good Excellent N/A Question Title * 9. Review your provider for Cost Poor Fair Average Good Excellent N/A Poor Fair Average Good Excellent N/A Question Title * 10. Review your provider for information that is easily accessible e.g how they display your data usage, billing, tip sheets on how to use your service, blogs, social media communication etc Poor Fair Average Good Excellent N/A Poor Fair Average Good Excellent N/A Question Title * 11. Review your provider for Service Speed Poor Fair Average Good Excellent N/A Poor Fair Average Good Excellent N/A Question Title * 12. Review your provider for network performance and reliability Poor Fair Average Good Excellent N/A Poor Fair Average Good Excellent N/A Question Title * 13. Review your provider for Outage information/ Updates Poor Fair Average Good Excellent N/A Poor Fair Average Good Excellent N/A Question Title * 14. Review your provider for Troubleshooting assistance Poor Fair Average Good Excellent N/A Poor Fair Average Good Excellent N/A Question Title * 15. Review your providers support hours Poor Fair Average Good Excellent N/A Poor Fair Average Good Excellent N/A Question Title * 16. Would you recommend your provider to family or friends? YES NO Question Title * 17. Who is your first point of call if you have an issue with your nbn Sky Muster service ? Your Provider NBN A local technician BIRRR Family/friend/neighbour Your local Member of Parliament Other (please specify) Question Title * 18. Who do you believe is MOST responsible for your nbn Sky Muster experience ? Your provider NBN Your in home equipment / setup You COMMENT Question Title * 19. Does your nbn Sky Muster service meet your current internet needs? YES NO COMMENT Question Title * 20. Are you aware of nbn Sky Muster PLUS, which offers unlimited data for everything except VPN and video streaming and also comes with a speed burst ? Read more about PLUS. Yes, I am on a PLUS plan Yes, however my current provider doesn't offer PLUS (iinet, Westnet & Bordernet DO NOT offer PLUS Plans) Yes, however I believe I would be worse off and have less data Yes, however it is cost prohibitive for me to swap plans Yes, however I use a VPN & PLUS doesn't suit my needs Yes, however my current plan suits my needs No, I wasn't aware of Sky Muster PLUS COMMENT Question Title * 21. If you could change one thing about nbn Sky Muster what would it be Changes to the PEAK / OFF PEAK hours Lower costs for plans Larger PEAK data amounts on normal plans Network reliability More un-metering on Plus Plans Speed of your connection Latency Better performance of a VPN on Sky Muster COMMENT Would you be interested in receiving updates regarding nbn Sky Muster ? This may include information on : How to use your connection Help with your connection Results of this survey How to use off peak data Changes to plans and products Recommended routers Question Title * 22. If you would like to receive the above information please include your email below. Your email will not be shared outside BIRRR (& the new digital hub), will be confidential and not used excessively (for essential updates only). Your choice of provider, choice of plan and in home equipment can greatly impact your experience on the nbn Sky Muster satellite. If you are not happy with your service and your provider is not listening to your concerns, you should consider changing providers or plans and looking at your in home equipment to maximise your experience. Done