This is how the cables should be plugged into your ONT

Picture descriptions

1. ONT/Optical Network Terminal/Fibre box: Connects your modem to the Chorus fibre network and is usually on your wall. Connect an ethernet cable from LAN 1 on you ONT to the WAN port on your modem.
2. Your modem: Connects your home to the internet.
3. Power socket in your home: Ensure both the modem and ONT have a power cable that is plugged in and switched on.

If your local fibre company has sent you a text, this will tell you which LAN port you need to connect to. In some cases they will connect you to LAN 2.

The cable that you put into LAN1 on your ONT needs to go into WAN or in some cases WAN/LAN on your modem. (This can sometimes be labelled ‘fibre’ or internet’ on your modem).

Using Your Own Modem

Most modems will work with our fibre service, except for some older models or devices imported from overseas where setup information is tricky to get hold of.


Before you get started, make sure your modem:


• Supports fibre broadband
• Supports VLAN tagging
• Is configured to use DHCP as the internet connection type


Check your modem's user guide for setup instructions. If you don't have the guide, try searching online for your modem's make and model followed by the word "VLAN".


Top tip: If your search results include information about VLAN tagging, your modem is likely compatible with our service.


Modem Guides

Browse our modem guides for step-by-step setup instructions.

TP Link HX510 for fibre connections


TP-Link VX230v for fibre connections


Picture descriptions

The top picture is a TP-Link HX510. The bottom picture is a TP-Link VX230v.

1. ONT/Optical Network Terminal/Fibre box: Connects your modem to the Chorus fibre network and is usually on your wall. Connect an ethernet cable from LAN 1 on you ONT to the WAN port on your modem.
2. Your modem: Connects your home to the internet.
3. Power socket in your home: Ensure both the modem and ONT have a power cable that is plugged in and switched on.

Wiring information

1. Connect the power: plug the power adapter into the back of your modem, then connect it to a power socket near your ONT (the white fibre box). Your ONT is usually mounted on a wall somewhere in your home
   
   
2. Turn on the modem: plug the supplied power adapter into the modem's Power port and switch it on at the wall socket. Press the modem's Power On/Off button if required

Your modem may take a few minutes to start up and connect to our network.
During this time, the status lights will flash as the modem establishes a connection. When the light on the modem changes to a continuous white light your modem is set up.

TP-Link Deco X55 for fibre connections


Picture descriptions

1. ONT/Optical Network Terminal/Fibre box: Connects your modem to the Chorus fibre network and is usually on your wall. Connect an ethernet cable from LAN 1 on you ONT to the LAN 1 port on your modem
2. Your modem: Connects your home to the internet
3. Power socket in your home: Ensure both the modem and ONT have a power cable that is plugged in and switched on

Never press the reset button on the bottom of this modem, unless directly advised by Contact.

For the setup of your TP-Link Deco X55 please see the instructions here.

If you are still having issues after following the above trouble shooting, open or download the TP Link Deco app from the App/Play store.

Follow the instructions below to check/adjust your modems settings:

• Login to your TP Link account
• Ensure your phone/tablet is connected to your Deco over the Wi-Fi
• Tap "More" (bottom right)
• Select  Advanced
• Select  IPTV/VLAN
• Tick Enable
• Ensure ISP profile is set to NZ UFB and save

Home Phone Setup (TP-Link VX230v Only)


Picture descriptions

1. ONT/Optical Network Terminal/Fibre box: Connects your modem to the Chorus fibre network and is usually on your wall. Connect an ethernet cable from LAN 1 on you ONT to the WAN port on your modem
2. Your modem: Connects your home to the internet
3. Power socket in your home: Ensure both the modem and ONT have a power cable that is plugged in and switched on
4. Home phone: Plug a telephone cable from the phone port on your phone to the phone port on your modem

This feature is only available if you've included a Home Phone Line as part of your Contact broadband package.


Once your modem is connected to the internet, plug your phone handset's cable into the GREEN Phone port on the back of the TP-Link VX230v modem.


Your home phone service should be ready to use within a few minutes, if it does not come online please call us 0800 641 502.

TP-Link VX230v Setup (ADSL/VDSL Connections)

Connect Your Modem

1. Connect the DSL cable: plug the supplied grey DSL cable into the DSL port on the back of your modem, then connect the other end to the phone socket that provides your ADSL or VDSL service.
2. Power on the modem: plug the supplied power adapter into the modem's power port and connect it to a wall socket. Turn the power on at the wall and, if required, press the modem's power On/Off button.  Your modem may take a few minutes to power up and connect to our network.
   
   

Home Phone Setup

This option is only available if you've included a Home Phone Line as part of your Contact broadband package.  


Once your modem is connected to the internet, plug your phone handset's cable into the GREEN Phone port on the back of the modem.

Your home phone service should be ready to use within a few minutes. If it's not working after that, please call us on 0800 641 502 and we'll be happy to help.

Connect your device to the Wi-Fi

• Open the Wi-Fi settings on your device.
• Select the Wi-Fi network name printed on the label on the bottom/back of your modem.
• When prompted, enter the Wireless Password listed on the modem.

Important: Make sure you're using the Wireless Password, not the User Password.

Once connected, you'll be able to start using your internet connection.

Before we investigate further, let's do a quick equipment check to make sure your modem and fibre box (ONT) are powered on and connected correctly.



1. Have you moved any cables recently? Double-check that all cables are connected correctly. Refer to the setup and wiring instructions here.
2. Do not factory reset your modem using the pin hole on the modem.
3. Power off your equipment: Turn off both your modem and your ONT (fibre box), wait 30 seconds, and then turn them back on.
4. Check the power: Make sure both the modem and ONT are plugged into working power outlets and switched on.
5. Look for indicator lights on both devices: If there are no lights, try plugging the power cable into a different power outlet in your home.
6. Still no lights? If one or both devices remain unpowered after these checks, please call us on 0800 641 502 for assistance.

Check Your ONT (Fibre Box)


The lights on your ONT (Optical Network Terminal) can help identify where a connection issue may be occurring.


The ONT is the fibre box installed in your home that connects your property to the fibre network. ONT models can vary depending on your fibre provider, so the lights and indicators may look different from the examples shown below.


What to Check


1. Make sure the ONT is powered on and displaying lights.
2. Check for any red warning lights, such as LOS or Optical.
3. Look for the PON or Optical light and confirm it is illuminated.
4. If you have a Chorus Type 400 ONT, make sure the LINK and AUTH lights are showing.
5. Note whether the ONT appears to be restarting repeatedly.


When to Contact Support


Please contact us if:


1. The ONT has a red LOS or Optical light.
2. A Chorus Type 400 ONT is missing the LINK or AUTH lights.
3. The PON or Optical light remains off.
4. The ONT continues to restart after you've tested a different power outlet and, where possible, an alternative power cable.


If any of the above apply, please call us on 0800 641 502 and we'll help troubleshoot the issue.
If you suspect your impacted by an outage please click here.

If you're experiencing issues with your broadband service, there may be a planned maintenance event or an unplanned network outage affecting your area.

Before contacting Contact Broadband Support, check for any known outages with your Local Fibre Company (LFC). These outage pages provide information on planned maintenance, service disruptions, and restoration updates.


Christchurch Region
is managed by Enable Networks. Check for outages.

Whangārei Region
is managed by Northpower Fibre.
Check for outages.

Hamilton, Tauranga, New Plymouth, Whanganui, Tokoroa, Hāwera, Cambridge and Te Awamutu
are managed by Tuatahi First Fibre.
Check for outages.

Auckland and Most Other Regions are
managed by Chorus.
Check for outages.

Still Need Help?

If there are no reported outages and you're still experiencing connectivity issues, please review the ONT and modem troubleshooting guides in case you can get it resolved that way. If still no luck, then please call us 0800 641 502

If the power cable for your Fibre Box (ONT) is missing or damaged, your Local Fibre Company (LFC) can provide a replacement.

In most cases, replacement power cables are couriered directly to your address and can take up to 5 business days to arrive.

Important: If your ONT itself is missing, damaged, or has been removed from the property, please contact us as soon as possible so we can arrange the appropriate support.

Chorus: Complete the Chorus replacement cable request form.

Tuatahi First Fibre (UFF/TTF):
Complete the Tuatahi replacement cable request form.
Alternatively, call Tuatahi First Fibre on 0800 342 735. Replacement cables can also be collected from their Hamilton or New Plymouth offices.

Enable:
Call Enable on 0800 434 273 and select Option 1 to request a replacement ONT power cable.
Replacement cables may also be available for collection from the Enable office in Christchurch.

Northpower Fibre:
Call Northpower Fibre on 0800 667 847 to request a replacement ONT power cable.
Replacement cables may also be collected from the Northpower office in Raumanga.

Many modern homes are pre-wired with Ethernet (network) cabling that connects rooms throughout the house back to a central wiring cabinet or patch panel. 

What does a typical setup looks like?

Picture descriptions

1. External Termination Point (ETP): This is the box attached to the outside of your property where the external fibre cable from your street connects to your internal home wiring.
2. Patch panel: A patch panel is a connection point where the internet cabling throughout your home comes together. It’s usually located in a cupboard, garage, or utility area, and can be used to connect your modem to the different network outlets around your home.
3. Ethernet ports: 3,4 and 5 are ethernet ports located within your home.

You may find a cabinet, patch panel, or wiring enclosure in a:

• Garage
• Utility room
• Hall cupboard
• Laundry
• Bedroom wardrobe

Finding the Correct Patch Panel Port

Patch panels are not always labelled, making it difficult to determine which port connects to a particular room. Fortunately, there's a simple way to identify the correct port.

1. Connect your modem to the Ethernet wall outlet in the room where you would like the modem to be located and power it on.
2. Return to your home's patch panel and locate the ONT (fibre box).
3. Connect one end of a spare Ethernet cable to the provisioned LAN port on the ONT.
4. Using the other end of the Ethernet cable, test each port on the patch panel one at a time.
5. Watch the ONT's LAN light while testing. When the light turns on or begins flashing, you have found the patch panel port that connects to the room where the modem is located.
6. Leave the Ethernet cable connected to that port. The ONT's internet connection is now successfully routed to the modem through your home's internal cabling.

Because the patch panel is part of your home’s wiring, you’ll need an electrician to check and fix any issues with it.

Tip: Once you've identified the correct port, consider labelling it for future reference. This can save time if you need to move equipment or troubleshoot connectivity issues later.

Once you have identified only one device is affected:

1. Turn Wi-Fi off and on again on the affected device.
2. Restart your device.
3. Forget and reconnect to your Wi-Fi network: Set your device to ‘forget’ your Wi-Fi network, then reconnect to it.
4. Make sure your device is connected to the correct Wi-Fi network.

• Can the device detect other neighbouring networks? 
• Attempt resetting network settings or re-installing network drivers.

If none of this works your device may need updating or upgrading or may be faulty.

The first step is to ensure your devices are connecting in the best way possible.

Where available, use an Ethernet cable for the most reliable connection.

To improve coverage and performance:

• Place your modem in a central location within your home where possible.
• Keep it off the floor and in an open area, away from walls, cupboards, cabinets, and furniture.
• Avoid placing it near electrical appliances that can cause interference, such as microwaves and cordless phone base station.
• Check the Wi-Fi signal on your device in the area where you're experiencing issues. A weak signal can affect your connection quality and speed.

If your modem's location is limited by where the fibre box (ONT) is installed, you may be able to move the modem to a better position using a longer Ethernet cable. These are available from most electronics retailers.

Tip: Even moving your modem a few metres to a more open, central location can make a noticeable difference to your Wi-Fi performance.

Need more Wi-Fi coverage?

If you're using a Contact Energy TP-Link mesh system, additional mesh units can be purchased to extend Wi-Fi coverage and improve connectivity throughout your home.


Most modems broadcast two Wi-Fi frequencies of 2.4GHz & 5GHz Wi-Fi.

To maintain a stable home network
We recommend separating your Wi-Fi Bands so your 2.4GHz and 5GHz networks are displayed into separate distinct Wi-Fi names.

Once separated, connect compatible devices to the 5GHz network wherever possible and avoid reconnecting them to the 2.4GHz network unless required.

Explanation of how each band works

• 2.4GHz: Ideal for longer distances and older or specific devices that may not have 5GHz Wi-Fi built in. For example, security cameras, printers often do not support 5ghz. This should be your last resort as 2.4Ghz has slow maximum speeds
• 5GHz: Preferred band as the fastest most reliable connection.

Run a Speed Test

A speed test can help identify whether the issue is your internet connection or your Wi-Fi coverage. For the best results, test on more than one device.

For the most accurate test:

• Connect a computer directly to the modem with an Ethernet cable if possible.
• Run a few tests at different times of the day. Record your download speed, upload speed, and ping (latency).
• You can run a speed test at: https://www.speedtest.net


Testing Over Wi-Fi?

Wi-Fi speeds are often lower than Ethernet speeds and can be affected by:

• Distance from the modem
• Walls and other obstacles
• Interference from household devices

Device Age Limitations

Some older devices are limited due to outdated hardware, such as laptops and TVs. A great way to compare Wi-Fi quality is to do a speed test on a dedicated mobile device as these are designed specifically for Wi-Fi and mobile networks.

Contact broadband is billed one month in advance. This means your first or second bill may be higher than usual, as it includes charges for an upcoming billing period. Ongoing monthly charges are billed from your connection date.

You may also see partial or advance charges for the following reasons:

• Plan changes during the billing month: If you change your broadband plan partway through a billing cycle, your bill may include partial charges for  both your old and new plans. You can view the applicable dates in the Broadband Charges section of your bill.
• Different  billing cycles: Your broadband billing date may not align with your  electricity billing date when your services are first set up, which can  result in partial charges appearing on your bill.

If you're receiving bills from both Contact and another broadband provider, please contact your previous provider to ensure your account has been closed and billing has stopped.

Home phone information

We can provide home phone services using Voice over Internet Protocol (VoIP). You will need to have a fibre connection and a Contact modem.  You can add our home phone service from just $10 a month for unlimited national calls not including mobile. Give us a call on 0800 641 502 and we can set this up for you.

Optional Add-ons

• Top 10 international calling package: 100 hours per month to fixed landlines only, in Australia, UK, USA, Canada, Ireland, South Africa, South Korea, India, Hong Kong and China for $10.00 per month (please note this is for landline to landline calls only, standard rates apply for mobiles, please refer to rates below).
• NZ mobile 100 calling package: 100 minutes to NZ mobile phone numbers for $5.00 per month
• NZ mobile 200 calling package: 200 minutes to NZ mobile phone numbers for $10.00 per month
  
  

Standard local rates

International call rates

Download our international call rates. 

Not sure if fibre is available at your address?

You can check if fibre is available at your property here after putting in your address details.

In some cases, fibre services may be available in your area but not yet installed at your property. If that's the case, we'll arrange the installation with your local fibre company. Once you've signed up, we'll contact you to confirm the installation process and available dates.

Please note that consent may be required before fibre can be installed in the following situations:

• Rental properties
• Properties with a shared driveway or right of way
• Apartments or flats
• Subdivided properties

If consent is required, your local fibre company will manage the process and guide you through any necessary steps.

All our broadband plans are open-term, giving you the flexibility to change your plan whenever your needs change.

You may wish to change your plan if:

• Your household requirements have changed, and you need faster or slower speeds.
• You're upgrading from copper or Wireless Broadband to fibre.

How to change your plan

You can update your broadband plan at any time through My Account:

• Sign in to change your plan
• Select "Edit Broadband Connection"
• Select your preferred plan and follow the prompts

Reinstating a broadband connection

If you've previously disconnected your broadband service and would like to reconnect it, you can do this through My Account.

Follow the same steps above, but instead of selecting "Edit Broadband Connection", choose "Add Broadband" and follow the prompts to reinstate your service.

You can cancel your broadband service at any time, with no disconnection fees.

To arrange a disconnection, please call us on 0800 641 502. We can process cancellations immediately.

As broadband charges are billed in advance, any charges paid beyond your disconnection date will be credited back to your account.

Returning Your Modem

If you have a rented modem, it must be returned once your service has been disconnected. We'll arrange a prepaid return bag and provide instructions when your cancellation is processed.

Contact broadband connections use CGNAT (Carrier Grade NAT) by default. This works perfectly for most customers and supports everyday activities such as streaming, gaming, video calls, web browsing, and social media.

Some advanced applications, such as hosting services from home, remote access, or port forwarding, may not work correctly while connected through CGNAT.


If you believe you require a public IP address, please contact our support team. We'll assess your requirements and, if suitable, raise a request to move your connection outside of CGNAT.

Please note: Contact does not offer Static (fixed) IP addresses.
Even after being moved outside of CGNAT, your public IP address will remain dynamic and will change over time.

For a single remote worker with typical online needs such as video meetings, email, web browsing, and cloud-based applications, Lite Fibre will often be sufficient.

If you regularly use Microsoft Teams, Google Meet, Zoom, cloud applications, and video calls while other members of your household are also online, we recommend Fast Fibre for a smoother and more consistent experience across all devices.

If multiple people work from home simultaneously, or your work involves downloading and uploading large files, frequent cloud backups, or other bandwidth-intensive tasks, Max Fibre provides additional headroom to keep everything running smoothly.

Not always. Most online games only require around 5 to 10 Mbps, but having extra bandwidth helps handle background updates, voice chats, and can reduce the strain on other devices on your network. So even Lite Fibre is usually more than capable of supporting online gaming.

Faster Plans Mean Faster Downloads

The biggest benefit of a faster broadband plan is how quickly you can download new games, updates, and patches.

Why Ping Matters More Than Speed

Raw megabits per second (Mbps) do not tell the whole story. Ping (latency) measures the time it takes for data to travel from your device to the game server and back.

For the best gaming experience, the quality of your connection is often more important than raw speed. Lower ping generally means more responsive gameplay and less delay between your actions and what happens in-game.

Tips for a Better Gaming Experience



• Connect your gaming device directly to your modem using an Ethernet cable where possible.
• If using Wi-Fi, use a strong 5 GHz connection for a more stable experience.
• Choose game servers located closer to your geographic location to help reduce ping.
• Pause large downloads, updates or background tasks while gaming if you experience lag.