Frequently asked Questions
Getting started
What internet plans do you offer and how much do they cost?
We offer simple, unlimited data plans—no usage caps, no speed throttling. Plan pricing depends on your location and connection type. Check our [Plans page] for current options, including any install or equipment fees. No hidden costs.
All plans are subject to Fair Use—we don’t shape traffic, but we do monitor excessive or abusive usage that may impact others.
Take a look at our plans here.
What internet speed will I actually get at my address?
Our network is capable of delivering speeds up to 1Gbps, but most customers can reasonably expect around 400Mbps upload and download. Actual speeds depend on your setup, location, and time of day. We’ll give you a realistic estimate during sign-up.
How long does it take to get connected?
This depends on what sort of set up you want to have and whether you have an existing router you’d like to use.
In saying that, most installations are completed within 3 to 10 business days. It depends on your property, location, and the type of service. We’ll keep you updated along the way and let you know if someone needs to be on-site.
What support do you offer if something goes wrong?
We’re local to the area. We know that things can happen outside of hours. We’re available during standard business hours, but if you message or email us, we’ll always try to help as quickly as possible.
Are there any hidden fees or contracts?
No. We’re upfront with all pricing. Most of our plans are month-to-month. Any setup or equipment fees will be clearly listed before you commit. We don’t want you to have any surprise charges.
Billing & Accounts
How do I pay my bill?
We prefer bank transfer. It keeps things simple and avoids extra fees. You’ll receive an invoice via email within 7 days of setting up your account. Payment is due within 7 days of receipt.
We can accept Stripe payments if needed, but bank transfer is our preferred method.
Can I view my usage or invoices online?
Not yet. We’re working on it, but currently you’ll receive invoices by email and can contact us for any account info you need.
When will I be billed?
We bill monthly in advance, starting within 7 days of your account being created. You’ll get the invoice by email.
Can I pause or cancel my service?
Yes you can. Just email us to let us know. We keep it flexible and easy.
What if I’m having trouble paying my bill?
If you’re under financial stress, please reach out. We have a Financial Hardship Policy and we’re happy to work with you on a solution.
Technical Support
What should I do if my internet isn't working?
First, try the basics:
Restart your modem/router (power off for 10 seconds, then back on).
Check cables and power.
See if other devices have the same issue.
If you’re still offline, message or email us and we’ll take a look.
Do I need to be home for support?
Only if the issue needs a site visit (rare). Most problems can be solved remotely. If we do need access, we’ll arrange a time that works for you.
Can you help with Wi-Fi or home network issues?
es, we can help with internal Wi-Fi coverage, extra routers, or setting up your home network—but this falls outside our standard support and may incur an additional cost.
If you’re having issues, get in touch with the details. We’ll assess what’s needed and provide an estimate before any work is done.
Is there a number I can call for urgent issues?
Yes, but email or message is still the best first step. If it’s urgent and during business hours, you can call us directly. We prioritise active service issues.
Our direct number is 1300 413 798
General questions
How do I check if Sky5G is available at my address?
You can search your postcode on our Plans page to check coverage. If you’re unsure, contact us and we’ll confirm for you.
Do I need a phone line to get connected?
No. Our service doesn’t rely on phone lines. We use wireless and other fixed access technologies.
Do you offer VoIP or landline phone services?
No, we focus purely on internet services. You’re free to use third-party VoIP providers if needed.
Can I keep my email address if I cancel my service?
If your current email is tied to another ISP, you may lose it when you leave. We don’t provide email accounts, but we’re happy to help you set up something like Gmail so you can keep it permanently.
Do you provide a setup guide?
We send you a pre-configured router. Just plug it in and it should connect automatically. If you run into issues, we’re here to help.
Can I use my own modem or router?
Yes, please contact us before setup so we can confirm compatibility with our service.
Do you offer Wi-Fi for multiple buildings or sheds?
Yes. We offer custom Wi-Fi and mesh network setups to improve coverage across large or multi-structure properties. This is a paid service though, so please get in touch with your needs and we’ll provide a quote.
Is the service affected by weather?
No, our wireless service is not impacted by rain, wind, or heat. It’s built to stay stable in all conditions.
Can I refer a friend or family member?
Absolutely, we love referrals! Send them our way and let us know who they are.
Do you offer business internet services?
Yes, we support both residential and business customers. Visit our Plans page for options or contact us to discuss your needs.
