Trying to get through to the support staff means a wait for at least two hours. We all presume the people who get the big $$$$ don't care as long as the sales team connects more customers. It's easy to get to those people who then get abused by many who can't get through on the support line. My emails also have not been answered. What a miserable way to run a company that was once so good, helpful and supportive to their customers. Sympathies to the people on the receiving end of abuse.
I totally agree. And I still have not heard from them, nor has my issue been fixed.
I waited for 4 hours 41 minutes. When it was my turn, the person on the support line ended the connection without speaking to me. It was quicker to give birth to my children than wait to speak to Skymuck
Good day Skymesh representative.
Please would you address your customer base and be upfront with what's going on.
My VOIP went down on 17/10 since then as you know from my other reviews I've had no phone, living remotely with dangerous bushfires surrounding me.
Why is it my emails to your support have not been answered since 18th october, Please Please can you explain. Now it's 10th November, nearly a whole month without any phone.
Please don't give me the "I'm sorry this has been your experience" as if it's just me, it's not it's your whole customer base.
How can you keep ignoring us and not take responsibility. I'm in the process of seeking help from the telco ombudsman.
Optus can't get away with unacceptable outages, and neither will you.
You'd do very well to come out of hiding and address the situation, and not tip toe around the tulips but actually deal with the customers by telling the truth and give a fixed time for the service and your user dashboard to be made functional.
Do you plan to bill me for VOIP during the outage ?
AND
Do you think you will not be liable for compensation, this has cost my business, and my ability to meet my comittments accordingly, and should never have happened if you were professional and had factored in redundancy.
Or will you keep avoiding and keep everything a mystery and hope people will forget. You must learn from this and I hop[e all your customers get onto the ombudsmans site and make a report ASAP, and I hope the ombudsman holds your feet to the fire and makes you meet reasonable compensation.
It's just not good enough is it, and pathetic excuses like Optus tried will not suffice, how can you consider yourselves fit to serve your customers, or maybe they are just a cow to be milken to you ????? That's how it looks to me.
Why are you not answering emails, and making unlawful debits. Also repeatedly sending demand emails.
How do I pay my account with a credit card
I would send them a cheque or money order. Once they’ve got your number they will take whatever they like,
what is the billing name that will be on my bank statements so when i reconcile my books i know which transactions they are?
Hi, please tell me why my voip service is down since the 17th and from my account dashboard I cant submit a ticket it's greyed out. So I have no phone and am in a vunerable remote location, no emails from you and you've not replied to my emails from the 18th sent to support@ so what the hell is going on, this is beyond bad it's completely terrible and theres no acknowledgment of the problem or promise to fix. I can't call yourt support have no damned phone. Skymesh has been slipping for years I have been with skymesh over 10 years and just gets worse and worse. I need some answers please, get it fixed asap
Good Afternoon, Thank you for reaching out here, sorry to hear that you have had so many issues with your VoIP connection and with getting in contact with us. We are trying to work through emails as much as possible, apologies that yours has not been responded to yet. You are currently unable to create tickets via My SkyMesh, this is not an available feature currently. We are looking to have all features added back as soon as possible.
I am more than happy to help you get this resolved, you will need to make contact with us on Facebook or LiveChat so I am able to get some further details and find your service with us. This will assist with being able to get someone to reply to your emails.
Apologies for any inconveniences that this might cause, please reach out via these other methods if you are needing some assistance as soon as possible.
Thanks, Blake
Thanks for replying. It would help customers if you could explain exactly how your migration/upgrade/maintenence or whatever it is, has caused such issues in your services. I did read somewhere that IP addresses were changed in your upgrade which means every service attached such as VOIP is needing to be reset to the new IP is this in any way correct. I do recall another bad outage like this some years ago. Please explain why your tech don't properly prepare with redundancy and have mitigation of these known problems with the changover. I've lost business and have looked really unprofessional with no phone thanks to this mess around. I've had to already make financial concessions to customers due to this unforseen VOIP outage, to keep their business. I hate not being able to address my customers enquiries in reasonable time. Business is lost in that window if you can't answer their questions and give them the call back they request. Please actually sort the problem and give clear timeframe as this same old excuse and spiel is getting a bit old. You earn respect when you stand by your word and trust is built by keeping agreements, I've paid my bills and done my part now please do yours - DELIVER THE PROMISED SERVICE REASONABLY, THIS UTTER NONSENSE IS NOT REASONABLE, INEXCUSABLE. Is this industry so lucrative that you can afford to treat your customes with this sort of carelessnes and utter incompetence, in most other industries in this current economy it would be the demise of said business in short order. Sorry, I wish I could be more positive. I guess you have a huge mess to fix, and if you have so many emails and so few staff that emails from 17th are still ignored it must very stressful work environment for people like yourself to be in, who ever runs the show should have been better prepared, sounds like an extremely incompetent situation on the part of upper management, but maybe they just don't give rats rump ? I guess IF they DID care and were competent in what they do, THEN they would NOT allow such a hopeless situation to occour ??
Are skymesh and Skymuster the same company.???? Does Telstra own these companies.????
Not telstra. They deceive people into believing they are a part of Telstra but read their working carefully.
Why, after two and a half months of being advised that a maintenance issue is responsible for creating the fault of not being able to log in to my account and view data history - nor change plans, the situation has still not been resolved?
their scam is in making it impossible for you to change or cancel your plan. you will have to contact your credit card provider and put a merchant block on them. credit card provider will need records of when you tried to phone them and couldn't get through our had unsatisfactory response via email.
oh yeah, and find another provider quick smart
Thanks for the info and in the process of doing that now!
I have been trying to cancel my account for over 30 days now. I can no longer financially afford to maintain your service. I have had no confirmation of written cancelation notice after 2 phone calls and 7 emails to cancel my account but still receive emails pertaining to service interruptions. This is my last effort to contact you before payments cease. I will be blocking all further payments.
This is correct, .. as above. Payments have been ceased.
Hi. Thanks for an awesome service, and although there have been a few issues for both of us as service provider and customer over the years (7 years now) I’m happy to say NBN Skymuster went from clunky to A+ internet service, and Skymesh has handled my issues and NBN’s with professionalism and honesty all the time culminating into an excellent service provider with very satisfying customer service. I’m grateful for your patience with me and my lack of IT knowledge and understanding. And fixed every problem I’ve had. I’ve been frustrated with NBN Skymuster at times and reminding myself that these are no fault of Skymesh but NBN. I will say, my satellite internet here on the land is far better (maybe a little slower) than what my mother has in the city of Newcastle, and she doesn’t have mobile coverage. She lives on the Newcastle (CBD) harbour. And Skymesh are far easier to deal with if I need to. Love the new ticket system in my account. Makes things easy. Thanks Skymesh for being my provider of NBN satellite, and your continued excellent customer service as well as your easy to use My Account and customer service ticket option online.
i order my internet near a month ago and it still hasn't been installed i'm on the phone to you now 48 mins and counting i'm a new customer but these comments are really worrying as i've had a lot of difficulty contacting you too 30th of june i received a email saying it was ordered but still no installation? even on the phone it says i should have heard from someone within ten days this is a mess what is going on?
Hi Rebecca, I was able to reply to one of questions yesterday in regards to this query. I am organising someone to keep an eye on this one for you. I am sorry that you have not had contact from us and that you are having issues getting in contact with us. At the moment we have had delays with orders due to major internal system upgrades, our engineering team is actively trying to complete these with ordering being our highest priority. With that said, we should be keeping you up to date as much as we can.
Thanks, Blake
What is Skymesh's Biller Code Number so a customer can pay a bill through Bpay?
Unfortunately, BPAY isn't a payment method we offer. If you'd like to pay, we can take payment via card, or you can set up an automated debit with either card or bank details. Thanks SkyMesh
I have a satellite NBN skymesh account and it seems I can't receive emails while away from satellite.Can I forward skymesh emails to a Gmail account
Morning Stephanie, Yes this can be done! Best to contact our support team to help you set this up. Alternatively please send us an email to support@skymesh.com.au and request a call back. Thanks Adele
Thanks Adele.Have been away so didn't get this till I got home.Will call support
Does your data credit carry over or does it reset to zero every billing period
Data credit reverts to zero. This includes any extra data blocks you purchase during a billing period!
I have a client at the Nimbin Neighbourhood information Centre in Nimbin. His payment was declined for his skymesh as he has changed his bank card. We cant get through to discuss this . We are on hold. This gentleman is old and unable to navigate all of this. How can I contact someone to resolve.
The mans name is Mr. Christian Borleis. My number is 0409367840
Hi Roxane, thank you for putting this forward, I can see that you have spoken with someone, if theres anything else you need to talk about or any concerns, you can always message us on facebook at SkyMesh PTY LTD and we can arrange a callback for you.
Thank you, Mason
For the first time, emptying my email Inbox in the Skymesh Mailbox has also deleted every email in my Mac "Mail" Inbox on my own computer. How might this have happened and could it happen again?
Hi Libby, this maybe something within the settings of your email. Would you mind dropping us a message on facebook so we can get some details and hopefully arrange a call with our support team to take a look at this and ensure this does not happen again?
Alternatively you can contact us on 1300 759 637!
Thank you, Mason
Hi Skymesh, I was just curious when I change plans how long will it take for the new plan to become active we have changed to limitless (unlimited Data) on fixed wireless 04-01-2022
Hey Darkside,
Normally plans changes take effect from your next billing month. If you wouldn't mind direct messaging us over at external link we would be happy to take a look at this for you. - Thanks, Ben
Can I add another email address to my existing skymesh address?
I cannot get onto the technical support people. I have just started an NBN Wireless service and have very simple email question. I have been waiting online for 2 hours. Caller 19 down to 2. Unacceptable.
Hey Paul, I was with them 5 years. First 2 were good, next 3 ordinary, they blamed NBNCo & the last 2 months totally useless, couldn't even stream a movie without drama. Dozens of calls, on hold for hours, helpdesk or call back & didn't ever hear from anyone. Until I terminated the service & cancelled the direct debit. Surprise, I didn't hear from anyone until the direct debit was rejected. Too late. Now with a competitor & all the problems mysteriously disappeared. Do yourself a favour & move on!
Thanks for the advice
Why is the Skymesh latency so high? This is just ridiculous situation as I cannot access my work servers from home due to this and loosing $'s by the hour. What are you going to do about it?
Hi. I have sent 3 ticket requests no response. They are just terrible. I switch to Skymuster evolution 119$ per month. Unmetered video calls , web browsing and gaming. Only data metered Is movies. I found this plan myself. After 5 phone calls with Skymesh and waiting 10 hours no one told me about this product. Then they disconnected me as I was now a new user.
Rick B Who is your service provider? Skymesh is just woeful
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