Troubleshooting
The HelpDesk is contactable on 1300 579 403 and operates Monday to Friday from 8:30am to 9:00pm (AEST)and on weekends and public holidays from 9:00am to 3:00pm (AEST) to assist in resolving issues that relate to the proper operation of our customers' satellite services. You can also email your query to harboursat@harbourit.com.au. A qualified technician will assist you in troubleshooting any problems you may have come across.
The Troubleshooting FAQ's that follow are general everyday service related questions. If you are already connected to Harbour IT's satellite service, please login to access more Member-Specific FAQ's.
Troubleshooting Questions
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.
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.
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 the subsidised service under the Australian Government’s Australian Broadband Guarantee (ABG).
With your permission, we will register your details on the Australian Government’s Broadband Service Locator (BSL) at http://bcoms.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-populate Category D declaration form to sign and return back to Harbour IT.
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.
Once we receive your signed application form, payment authority and Category D Customer Declaration Form, we look to install your Harbour IT service within 2-4 weeks.
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
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.
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.
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.
You can call the HelpDesk on 1300 307 832 between 8:30am and 9:00pm Monday to Friday, and between 9:00am and 3:00pm weekends and public holidays. Please note that all times posted as Australian Eastern Standard Times. You can also email your query to harboursat@harbourit.com.au.
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.