Sky Muster Survey Results, 2017 The BIRRR Sky Muster Survey Results – a tool to assist in lobbying for Better Internet for Rural, Regional, and Remote Australia BIRRR #datadrought #fixbushinternet Produced by Rachel Hay for Better Internet for Rural, www.birrraus.com Regional and Remote Australia (BIRRR) www.facebook.com/groups/BIRRR/ 17 January 2017 I This report is published under a Creative Commons License (http://creativecommons.org/licenses/by-nc-nd/3.0/) Publisher James Cook University Townsville, Australia ISBN 978-0-9954470-0-4 II Contents Contents .........................................................................................................................................iii Table of Tables ............................................................................................................................... v Table of Figures ............................................................................................................................. xi Executive Summary ........................................................................................................................ 1 About BIRRR (Better Internet for Rural Regional and Remote Australia) ........................................ 2 About the Survey ............................................................................................................................ 3 About the sample ............................................................................................................................ 3 About the dataset ............................................................................................................................ 4 Results ............................................................................................................................................ 5 Question 1: Are you connected to nbn Sky Muster Satellite?....................................................... 6 Question 2: What Australian State / Territory do you reside in? ................................................ 21 Question 3: How many people use/ will use your Sky Muster Connection? ............................... 22 Question 4: Who is your Provider? ........................................................................................... 23 Question 5: Did you have any cancelled appointments for your Sky Muster Install? .................. 24 Question 6: If you are not connected or had cancelled Sky Muster installs do you know why? .. 25 Question 7: Do you have an education port plan? ..................................................................... 31 Question 8: Did you have any issues with your Sky Muster Install? ........................................... 35 Question 9: Are you happy with the customer service given by your provider? .......................... 41 Question 10: Please rank your provider .................................................................................... 47 Question 11: What is the main use for your Sky Muster Connection? ........................................ 59 Question 12: What is your peak data plan on Sky Muster? ........................................................ 60 Question 13: What is your off peak data plan on Sky Muster? ................................................... 60 Question 14: Do you use much of your off peak data? Off Peak Sky Muster Data is Data from 1am - 7am. ................................................................................................................................ 61 Question 15: What speed is your sky muster plan? ................................................................... 66 Question 16: What do you pay per month for your Sky Muster Connection? ............................ 69 Question 17: Have you had any issues with your Sky Muster Connection? ............................... 74 Question 18: Are you happy with your Sky Muster connection? ................................................ 80 Question 19: Does Sky Muster meet your needs - speed, data, cost & reliability? ..................... 86 Question 20: How much PEAK DATA do you require to meet your CURRENT NEEDS? .......... 93 Question 21: Do you think the current peak data limits on Sky Muster will cover your needs in 2 years’ time? ............................................................................................................................... 97 III Question 22: If you don't have enough data on Sky Muster, what types of things are you restricted from doing? ................................................................................................................ 99 Question 23: What type of power do you use for your Sky Muster Connection? ...................... 102 Question 24: Do you use VOIP on your Sky Muster Connection? ........................................... 103 Question 25: Do you have a backup internet option if Sky Muster has an outage or doesn't work? ................................................................................................................................................ 108 Question 26: Please share your story below, has Sky Muster made a significant difference to your connectivity. What can you do now that you couldn't do prior to Sky Muster ? If Sky Muster doesn't meet your needs - why? .............................................................................................. 117 Question 27: Do you have any images or further information that would assist the BIRRR Team in ensuring your voice is heard when it comes to bush connectivity? ....................................... 127 Question 28: Do you think the #datadrought is over? ............................................................. 129 Question 29: If you are not connected to Sky Muster and unsure of your internet options and would like a BIRRR member to be in touch please type your email below. .............................. 130 Conclusion .............................................................................................................................. 131 IV Table of Tables Table 1: Anecdotal comments from respondents about being connected to the Sky Muster Satellite ....................................................................................................................................................... 7 Table 2: Anecdotal comments from respondents about the installation experience to the Sky Muster Satellite ............................................................................................................................... 7 Table 3: Anecdotal comments from respondents about multiple account installation experiences to the Sky Muster Satellite .................................................................................................................. 7 Table 4: Anecdotal comments from respondents about negative installation experiences to the Sky Muster Satellite ............................................................................................................................... 8 Table 5: Anecdotal comments from respondents about unreliable service experiences with the Sky Muster Satellite ............................................................................................................................... 8 Table 6: Anecdotal comments from respondents about slow connection experiences with the Sky Muster Satellite ............................................................................................................................... 9 Table 7: Anecdotal comments from respondents about delayed installation experiences with the Sky Muster Satellite ........................................................................................................................ 9 Table 8: Anecdotal comments from respondents about experiences with dropouts on the Sky Muster Satellite ............................................................................................................................. 10 Table 9: Anecdotal comments from respondents about experiences with connections not working with the Sky Muster Satellite ......................................................................................................... 10 Table 10: Anecdotal comments from respondents about still waiting for connection to the Sky Muster Satellite ............................................................................................................................. 11 Table 11: Anecdotal comments from respondents about waiting for further action for connection to the Sky Muster Satellite ................................................................................................................ 11 Table 12: Anecdotal comments from respondents about outages on the connection to the Sky Muster Satellite ............................................................................................................................. 12 Table 13: Anecdotal comments from respondents about eligibility for the Sky Muster Satellite ..... 12 Table 14: Participant's personal reflection about real usage problems .......................................... 13 Table 15: Anecdotal comments from respondents about “still waiting for my install – connection” 13 Table 16: Anecdotal comments from respondents about “still waiting for my install – cancelled” ... 14 Table 17: Anecdotal comments from respondents about “still waiting for my install – rescheduled” ....................................................................................................................................................