Members FAQs
Following are a number of FAQs that are relevant to customers connected to Harbour IT's satellite service. If you are unable to find the answer to your query here, or if you need further explanation or assistance, please do not hesitate to contact our support office on 1300 366 169 or via email at hit.operations@harbourit.com.au.
NBN and the ABG
The NBN (National Broadband Network) is a hot topic right now, so we have created a page dedicated to answer all the questions you may have about the NBN and what is happening with the ABG (Australian Broadband Guarantee).
Customers' NBN Guide
Member Area and Login
Your customer number should have been emailed to you shortly after you signed up with HarbourSat. If this information has not been provided or you have misplaced this, please contact our support office on 1300 366 169 or via email at hit.operations@harbourit.com.au to obtain these details.
Your temporary password should have been emailed to you shortly after you signed up with HarbourSat. If this information has not been provided or you have misplaced this, you can try the
Reset Password option on the site.
If you are still having troubles please contact our HelpDesk on 1300 579 403 or via email at harboursat@harbourit.com.au to obtain these details.
When your satellite dish was installed, you should have been supplied with an information sheet by your installation technician containing details of your satellite connection (including your circuit ID and CPA number).
If this information has not been provided or you have now misplaced these details, please contact our support office on 1300 366 169 or via email at hit.operations@harbourit.com.au to obtain these details.
My Account
Once you login to the member's portal you can access all your previous invoices and statements on the
Invoices page.
If electronic versions are not available you can email our accounts team hit.accounts@harbourit.com.au to have them sent to you.
Once you login to the member's portal you can view all your account details on the
Account Details page.
Billing periods vary for different customers. Once you login to the member's portal you can see what your billing period is under the "Member Data" tab on the
Account Details page.
Customers must complete a cancellation form in order to cancel their service. Contact our support office on 1300 366 169 between 8:30am and 5:30pm Monday to Friday (AEST).
Customers must complete a new payment form in order to change their method of payment, please call our accounts team on 1300 366 169 or email hit.accounts@harbourit.com.au.
See the
Change Plans page to see your current plan and how this compares with other available plans. If you decide you want to change simply select the new plan and press the "Update" button.
If you have a query about your excess usage charges please call our accounts team on 1300 366 169 or email your query to hit.accounts@harbourit.com.
Email
The steps for setting up your email will be different depending upon what application you use to access your email.
We have provided detailed instructions for setting up a number of applications on our
Email Setup page.
Yes. You will need to go to and login to
WebMail with your full email address and password. Please note that you can only access emails that have not been read or received by the email software client you have at home. Once an email is downloaded it is removed from the mail server.
Data and Usage
Peak times for existing ABG customers are 11:00am to 11:00pm.
You can view your current data usage and limits on the
Account Details page.
Click the Usage Data link in the navigation to see month by month and daily usage graphs.
If your plan has shaping, once your data usage exceeds the monthly allowance, your speed will be reduced to 64kbps for the remainder of the month.
If your plan does not have shaping you will be charged the excess usage fee.
Login to the member's portal and go to the
Change Plan page to see your current plan and other available plans.
Shaping means that once your data usage exceeds the monthly allowance, your speed is reduced to a slower speed (64kbps) rather than incurring excess usage fees.
Once you login to the member's portal, you can view your current data usage and limits on the
Account Details page.
See the
Change Plan page to see your current plan and how this compares with other available plans.
General Troubleshooting
The inherent delay in transmitting a signal, via the satellite, gives the appearance that the internet is going slow. In actual fact, the data download rates are comparable with a line connected to ADSL connection. If you are concerned with the speed of your satellite service, recommend you conducting your own speed tests with the
OZ Speed Test. If you are still dissatisfied with the speed of your satellite service, please contact our HelpDesk on 1300 579 403. One of our qualified technicians will then assist you in troubleshooting any potential speed issues.
Try going into the bank site home page first then selecting the internet banking site and not go to the internet banking page that is stored in your favourites. If this still does not work then we recommend using the
Firefox browser.
Contact and Support
You can call the HelpDesk on 1300 579 403 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 support at harboursat@harbourit.com.au