Applies to: For Australian SkyMesh customers on nbn Sky Muster or Sky Muster Plus. Fibre, fixed wireless and Starlink use different tests and support paths.
Match your symptom
| What you see | What to do next |
|---|---|
| Plus test will not open on mobile data | Reconnect through the satellite service before using that test. |
| Wired result improves but Wi-Fi stays slow | Investigate the home network before replacing the dish or NTD. |
Work through these checks
Choose the matching service and connection
Open SkyMesh’s official speed-test page. Select Sky Muster or Sky Muster Plus to match your account, not the fibre/fixed-wireless option. Run the Plus test through your Plus service, not a mobile hotspot.
What the result means: A test-page restriction and a failed internet connection are different problems.
Compare with an isolated Ethernet test
Use a network cable where the device supports it. SkyMesh requests isolated wired testing for fault investigation. Ask support how to test directly at your NTD if unsure; preserve the assigned UNI-D port and do not alter satellite coax or account settings.
What the result means: A better wired result points toward Wi-Fi or local sharing; it does not certify the satellite installation.
Record the pattern and check the account
Save test time, wired/Wi-Fi method and download/upload result. Check SkyMesh’s current network status; a resolved incident is not an ongoing outage. For standard Sky Muster, ask whether the data allowance has been exhausted and speed shaped. Do not assume every Plus plan has the same allowance or speed.
What the result means: Repeated comparable results give support evidence; one low result does not identify a failed part.
When to stop and get help
Stop equipment work if power cables are damaged, the box stays red after a reboot, or white flashing continues beyond 15 minutes. Contact SkyMesh. Do not climb to the dish, open the NTD or press its RESET button to improve speed.
What to tell support
Give support the plan name, test page, timestamps, connection method, box-light state and whether other devices behave the same. Share account and connection-box identifiers privately with the provider, not in public feedback.
Common questions
Should I replace the router immediately?
Compare wired and Wi-Fi results first. If only Wi-Fi is poor, try a more open, central router position and fewer competing downloads. A new router cannot clear a provider outage or account shaping.
Original troubleshooting guidance based on the official sources below. Menu names can change. This is an independent guide, not a manufacturer service bulletin or a bench-tested repair.