New online customer account management tool is here

Category: News, Tips / Posted On: 22/04/2021

This month SkyMesh launched a brand-new mobile and tablet friendly online account management tool.

Thank you to everyone who has worked with us to iron out early teething issues.

Keep reading to find out more.

Long time SkyMesh customers will have logged into their online account management tool this month to see substantial upgrades, a streamlined menu and a cleaner interface.

The tool is now mobile and tablet friendly so you can login to it from anywhere you are and take care of business on-the-go.

We want to give a huge vote of appreciation to those customers that helped us beta test the new tool and iron out some of the early teething issues that inevitably came with launching a new IT product.

Here are the big ticket upgrades

The dashboard

From the minute you hit the dashboard it is so easy to find everything you need and even easier to take action.

That dashboard gives you the full picture of your account with just a quick glance.

In an instant you can see your data usage, billing details and billing activity.

Data usage

If you’re looking for a deeper dive into your data usage, you’ll be thrilled by the easy-to-read graphs showcasing your hourly, daily and monthly Anytime and Off-Peak data.

In this same section, you can also see graphic representation of your upload and download data usage.

These make it easy for you to assess what your data needs are and whether you need to upgrade your plan.

Changing plans and buying data blocks

We’ve streamlined the experience of changing plans and buying data blocks in the new online account manager.

You can now do it straight from the dashboard or navigate up to Services and down to My Services in the main menu.

In four clicks from the dashboard, you can set the wheels in motion for plan changes.

With the exception of Sky Muster Plus plans, your upgrade changes can be effective within two hours. In these cases, the billing difference between your current plan and the one you’re changing to will appear on your next invoice.

When it comes to Sky Muster Plus plans, there are a few additional behind-the-scenes steps that need to take place. In those cases, your plan changes will be effective from your next billing cycle.

Any downgrades you might make to your plan will also appear on your next invoice.

It only takes three clicks to have data blocks effective immediately.

Buying extras

Buying extras like a new router, VoIP service or transferring a landline for SkyMesh to manage has become easier than ever in the new tool.

Just navigate up to My Services in the main menu and select Services from the dropdown menu.

You will find all your options for buying extras under the Interested in a new service header towards the bottom of the page.

Just click the button for the extra you’re chasing and follow a couple of simple steps.

Managing permissions

You no longer need to call us to give someone else access to speak to us about your account.

In the top right-hand corner of your screen, you’ll see your name with a dropdown menu.

From here you can navigate to the new Permissions function.

Adding a contact is a matter of filling in a simple form.

This article here will give you a bit more detail on the different roles you can choose from, as well as outline why it’s an important step to take.

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Changing your password

Changing your password from the temporary password we gave you is a really important first step when you login to the new tool.

To do that, navigate to your name in the top right-hand corner and select Password from the dropdown menu. Follow the prompts as you see in the screenshot below.

Account recovery

If you lose or forget your login details, there is a password recovery function right there on the login screen to make it easy for you.

Create and track a ticket

You can now send your questions and requests for support to us directly from the online account management tool.

Any ticket you create through the new tool is trackable in the tool as well.

Network status

No need to hunt around for information on our network status any longer. While it’s always been on our website, it’s now much easier for you to find in the top right-hand corner of your screen.

Rewards program

From the main menu you can access easy to follow instructions on earning discounts for you and a friend by making referrals.

Once your friend becomes a SkyMesh customer, you will each receive $30 off your next invoice.

Have you seen the videos?

We’ve also made a series of videos to make it easier for you to find your way around in the new online account manager.

Navigate to Support then select Guides from the dropdown menu.

You’ll find all the videos in this series inside the online account manager.

Can’t find your new login details?

Here are the ways we have distributed login details to all customers. If you can’t login to the new online account management tool, please start by checking the channel relevant to you:

1. EMAIL to all customers

On 15 April 2021, we emailed all customers with their new login details and an overview of the new online account management tool.

2. SMS to customers who we couldn’t email or we believed could not access the original email

There were a number of customers who we couldn’t email or who we believed could not access the original email. So, we sent them an SMS message with their new login details on 21 April 2021.

3. EMAIL to customers with multiple services

We emailed customers with multiple services separately on 15 April 2021. We’re developing functionality in the new tool that is very specific to them. As a result, their access to the new online account management tool will come a little later. For now, these customers will access the old tool but on a new URL which we supplied in their email.

If you still can’t find your login details for the new online account management tool, please call us on 1300 759 637. We will confirm your username and provide you with a temporary password that you can change once you’ve logged in for the first time.

If you’re a customer who has recently signed up to SkyMesh there may be a temporary delay to your access to the new tool. We are working on this as a priority and you will receive an email from us in due course. Don’t worry though, this does NOT impact your internet access. You can still use your internet connection.

Not yet a SkyMesh customer? Check out plans now

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Written by Barney Lassen

Originally from Oxford (UK), Barney's headed up the Marketing team since 2016. Outside of work, you might catch him down his local swimming pool or walking his very-good-girl, Macey.