Top 20 Frequently Asked Questions
1. Why should I use Harbour IT as my Satellite Broadband Supplier?
Harbour IT is an Australian owned, national Information Technology company and, HarbourSat, our broadband satellite service is a wholly owned subsidiary of the parent company. So you can be secure in knowing we'll be around to support you for a long time.
We have been a registered provider with the Australian Government's Australian Broadband Guarantee program for over 2 years and have the experience needed to supply you with your service. We are based in Mudgee, NSW, so, as rural Australians ourselves, we understand the needs of rural Australia.
2. Does Harbour IT have Satellite coverage in my area?
Harbour IT uses The Optus D1 satellite. The D1 satellite is the newest communications satellite serving Australia and has the latest technology to provide your home or business with high speed internet. As long as you have a clear view to the north and there are no tall trees close to your roof, you can be connected.
3. Am I eligible for a subsidised Satellite Internet Service?
If you don't currently have access to a "Metro-comparable" broadband service and you haven't previously received a subsidised service, you are a residential customer and the premise is your principal place of residence (at least six continuous months of the year) or a Small Business with fewer than 20 full time employees then you are most likely eligible for a subsidised service under the Australian Government's Australian Broadband Guarantee (ABG).
4. Do I need to register for an ABG subsidy?
With your permission, we will register your details on the Australian Government's Broadband Service Locator (BSL) at www.dbcde.gov.au/bsl. You'll receive an information pack listing any Metro-comparable services likely to be available in your area. If there are no commercial (Category A) wireless (Category B) or upgrade options (Category C) broadband services available at your address, you'll be given a locator ID number and a pre-populated, Category D customer declaration form to sign and return back to Harbour IT.
5. What if you're not able to connect me?
Harbour IT's coverage is so good that it's very unusual for our installers not to be able to connect a customer. Generally it will be because a customer is not prepared to trim a nearby tree, or willing to pay for a non-standard installation to mount the dish on a pole away from the house. If you're keen to be connected, you'll be connected.
6. How soon can I get connected?
Once we receive your signed Category D customer declaration form, completed payment and Harbour IT application form we look to install your Harbour IT service within 2-4 weeks.
7. Do I have to pay anything up front?
No. All payments are automatic deductions, you don't need to pay the installer or send money. Once your installation is complete, we will set up your first invoice and email it to your Harboursat email address together with a letter explaining your plan and the date that the debit will come out of your account before we direct debit your nominated account on the next 10th business day of the month. Your first debit will include a part month and your first full month of service depending on the date of your installation
8. Do I need a telephone landline?
No, you do not need a telephone line to connect to Harbour IT. The Optus D1 satellite uses a two way satellite service, meaning that it both sends and receives data via a satellite link, eliminating the need for a phone line.
9. What equipment do I need to use Satellite Internet?
The minimum system requirements for using a Harbour IT Broadband Satellite system are a Pentium 3 system running Windows 2000, XP, Vista or Mac OS X. Your computer must also have an Ethernet port (looks like a larger version of a phone socket) where the satellite modem will be connected. Harbour IT also recommends Trend Micro, AVG Free or Kaspersky software for Virus Protection. We do not recommend Norton software.
10. What size dish is installed on my roof?
The satellite dish is 1.2 metres in diameter. The dish will be mounted to the roof of your home. You need a clear view to the North at a 45 degree angle.
11. Who is responsible for the Satellite Equipment?
Harbour IT retains ownership of the equipment, but it is the customer's responsibility for the duration of the contract. We encourage customers to include the equipment under their home insurance for unforseen circumstances (i.e. lightning strike, storm, fire). If the equipment is found to be faulty, Harbour IT will replace the faulty item. If you are renting the premises, we strongly recommend you obtain your landlord's permission prior to the installation of the dish.
12. How do I get support if I have a problem?
You can call the Harbour IT Helpdesk on Ph: 1300 579 403 between 8.00am and 7.00pm Monday to Friday, and between 9.00am and 12.00pm weekends. You can also email your request to harboursat@harbourit.com.au.
13. What counts towards my data allowance?
Almost any time spent online will incur usage. The amount of usage will vary depending on the websites being visited or the online activities you undertake. As a general rule, websites which are mainly text based (such as Google) are very minimal and will not use as much data as sites with a lot of photos or moving advertisements (such as eBay or newspaper websites).
14. When does my date allowance reset?
Your data allowance is reset to zero on the first of the month. Unused data allowance is not transferable to the following month.
15. How can I tell if I'm getting close to my data allowance limit?
You can see how much of your data allowance you have used by logging in at www.harboursat.com.au/login.asp. We recommend you check your data usage regularly, and keep in mind that your uploads as well as your downloads count towards your total data allowance. A courtesy email will also be sent when you reach 80% and 100% of your data allowance.
16. What if I exceed my monthly Data Allowance?
Normally, you will be charged at a rate of 5 cents per megabyte over your included data allowance. However you can choose a shaped plan, which means that once you have reached your data allowance for the month, your internet speed will drop to 64/64kbps. You can continue to use your internet service without incurring any excess fees.
17. How can I be sure I'm getting the data speed I've chosen?
You can test the speed of your service by running a speed test at www.bctest.com.au/speedtest.html. As per ABG guidelines, you should experience at least 60% of the peak speed at least 75% of the time. Peer to peer traffic is always shaped.
18. Can I change my plan during my contract?
Yes, you can change your plan up to 3 times a year free of charge. Any further changes will be charged at $22 per change. Changes to plans only occur at the beginning of the month and must be requested via email to hit.upgrades@harbourit.com.au
19. Can I use VOIP?
Harbour IT does not support or provide this service, however, it is possible to obtain VOIP from a third party. Harbour IT recommends entering into a trial period with any third party VOIP provider as the service may not perform to your expectations due to the latency of satellite broadband.
20. Can I check my email from another computer?
Yes. You can check your email via the following link webmail.harboursat.com.au
