Frequently Asked Questions

Sky5G is a regional internet service provider delivering fast, reliable 5G fixed wireless broadband to homes and businesses across North West Queensland. We're locally owned and operated, and we understand the unique connectivity challenges facing regional communities.

We currently serve 10 towns across North West Queensland: Richmond, Julia Creek, Hughenden, Cloncurry, Winton, Croydon, Georgetown, Normanton, Karumba, and Dajarra. We're expanding rapidly — check our coverage map to see if your address is covered.

Sky5G is our premium 5G fixed wireless service, delivering speeds from 100 Mbps up to 1 Gbps. Wi-Sky QLD is our fixed wireless service available in areas where 5G coverage hasn't reached yet — it's a reliable, affordable option for homes and businesses outside our 5G footprint. Both services include unlimited data with no lock-in contracts.

Fill out our Get Connected form and a member of our team will be in touch with your full application and next steps. You can also call us on 1300 413 798 or email info@sky5g.com.au.

We offer four Sky5G plans: Home ($99/month, 100 Mbps), Core ($149/month, 500 Mbps), Pro ($499/month, up to 1 Gbps), and Elite ($999/month, guaranteed 1 Gbps with SLA). All plans include unlimited data. We also offer Wi-Sky plans for areas outside our 5G coverage. See our Plans page for full details.

No. All our plans are available on a month-to-month basis with no lock-in. We also offer optional 12-month and 24-month agreements which come with reduced or free installation fees. At the end of any contract term, your plan automatically rolls over to month-to-month.

No hidden fees. Your monthly plan price is what you pay. The only additional costs are equipment fees if you choose no lock-in ($300) or 12-month ($150) options — equipment is free on 24-month agreements. Credit card surcharges apply for Amex/Diners (5%) and Mastercard/Visa (1%). Full details are in our Critical Information Summary.

Yes. You have a 7-day cooling-off period from the date your service is activated. If the service doesn't achieve at least 50% of the expected speed, you can cancel for a full refund — just return the equipment in its original condition.

Our local technicians will install a small outdoor receiver on your property, pointed towards our nearest tower. Inside, you'll get a router for your Wi-Fi. Most installations are completed within 48 hours of activation. Standard installation is free on 24-month agreements.

We provide all the equipment you need — an outdoor receiver unit and an indoor Wi-Fi router. The equipment remains the property of Sky5G and must be returned if you cancel your service. You don't need to buy or supply anything yourself.

For the best performance, clear or near-clear line of sight to a tower is ideal. Our technicians will assess your property during installation and find the optimal mounting position. In some cases, we can work with partial obstructions — fill out the Get Connected form and we'll do a site assessment.

Speeds depend on your plan and location. Our Home plan delivers 100 Mbps, Core gives you a guaranteed 500 Mbps, Pro offers up to 1 Gbps, and Elite guarantees 1 Gbps symmetrical. Actual speeds can vary with coverage, signal quality, device capability, and network conditions.

Yes — all our plans come with genuinely unlimited data. There are no download caps or excess usage charges. Our Fair Use Policy applies to prevent activities that could impact other users on the network, but normal household and business usage is completely unlimited.

Absolutely. Sky5G is built for modern internet use — streaming 4K video, online gaming, video conferencing, working from home, and running multiple devices simultaneously. Even our Home plan at 100 Mbps handles all of this comfortably.

Our infrastructure is designed to withstand extreme weather conditions — we know what the Queensland outback throws at you. Severe storms can occasionally cause temporary speed reductions, but our equipment and towers are built tough for the bush.

Bills are issued monthly in advance via email. You can pay by bank transfer (direct deposit) or credit/debit card through Stripe. Payments must be made by the due date — services may be suspended if bills remain unpaid for 30 or more days.

We understand that times can be tough. If you're experiencing financial hardship, please reach out — we have a Financial Hardship Policy with options including flexible payment plans, service modifications, and temporary bill deferrals. Call us on 1300 413 798 or apply online.

You can cancel at any time by providing 30 days' written notice via email to support@sky5g.com.au or by post to PO Box 21, Richmond QLD 4822. If you're on a fixed-term contract, early termination fees may apply. Equipment must be returned when you cancel.

You can reach our team by phone on 1300 413 798, by email at info@sky5g.com.au, or through the Contact page on our website. We're a local team based in Richmond, QLD — not an overseas call centre.

First, try restarting your router by switching it off for 30 seconds, then back on. If the issue persists, check if the problem is on a single device or all devices. If all devices are affected, give us a call on 1300 413 798 and we'll troubleshoot it with you — or send a tech out if needed.

We take all complaints seriously. Contact us first via phone (1300 413 798) or email (support@sky5g.com.au) and we'll work to resolve it. If you're not satisfied with the outcome, you can contact the Telecommunications Industry Ombudsman (TIO) on 1800 062 058 or at www.tio.com.au.