You stream, we all stream.

Do I need my own modem or do Contact supply them?

For wireless connections you’ll need to rent or buy a Contact modem (you can’t use your own), which could be new or refurbished. You’ll have the option to rent a modem for $4/mth ongoing or buy upfront for $99. Modem delivery fee of $14.99 applies.

For fibre connections we offer both options. Using your own modem is a good idea as you can get connected faster than waiting for a Contact one to be delivered. Check to see if your modem is compatible.

If you don’t want to use your own modem, no problem, we can provide one for you. You’ll have the option to rent a modem for $4/mth ongoing or buy upfront for $99. Modem delivery fee of $14.99 applies.

For fibre with VoIP phone connections you’ll need to rent or buy a Contact modem (you can’t use your own), which could be new or refurbished. You’ll have the option to rent a modem for $4/mth ongoing or buy upfront for $99. Modem delivery fee of $14.99 applies.

Setting up your Contact provided modem

For help setting up your modem:

• Here’s a quick set up guide for our TP-Link HX510 Mesh Wi-Fi modem
• Here's a quick set up guide for our TP-Link Deco X58-4G modem
• Here’s a quick set up guide for our TP-Link Deco X55 modem. For a fuller version, click here
• Here's the User Guide for our Netcom modems
• Here's the User Guide for our Huawei modem

Is there anything I need to know about where to place the modem when I set it up?

Yes, your modem definitely needs a little TLC. It’s important to put it in the right place for optimal operation. (i.e., think buffering/drop out internet issues if you choose the wrong spot.) These are some places to avoid putting your modem:

• Spots with direct sunlight or hot areas
• Liquid or moisture (keep the coffee cups at arms’ length). To clean the modem, wipe it with a slightly damp cloth
• Any sort of cover, enclosed spaces like drawers or boxes or behind furniture
• Tinkering – disassembling your modem in any way is not a good idea

How can I increase Wi-Fi coverage if I want to?

We know that some customers may need extra Wi-Fi coverage in their homes to make sure they have the best experience when using the internet. For example, large homes with rooms a long way from the primary modem may need extra units for an extra boost. Certain building materials in your home can cause issues for Wi-Fi too so additional units may be needed to combat this.

These can be purchased for the amounts below which will be added to your Contact account. Simply do that here.

If you have one of our existing TP-Link (either HX510 or Deco) modems already, then extra units are preconfigured to plug in and go. Just put them in poorer quality areas of your house, and you’re away.

For customers with a different modem or starting afresh with no modem, you’ll need to buy at least two units if want the benefits of better Wi-Fi coverage in your house. This is because your current one may not be compatible.

For a more extensive run down on how these units can help, click here.

Yes, simply add broadband to your account through My Account or the Contact app.

How to add broadband to your account:

1. Register or sign in to your online account ‘My account’ or do it on our app
2. Go to 'My Property'
3. Click 'Add Broadband'

Alternatively, if you’re an existing customer on an open term plan then you can change to the Broadband Bundle plan.

Don’t have the Contact app? Download it below.

Our broadband speeds in the table above show how fast your internet should be able to download and upload data - but it’s not an exact science.

Broadband speeds can vary and it’s important to know what to look out for. Things that slow things down might include:

• Where your modem is placed in your house, for example if there are lots of walls between you and your modem. The distance from your house to your local exchange could also affect speeds.
• How many people are on your network at the same time.
• The type and location of content you are accessing, content from international servers could be slower to access.
• The time of day could affect it with how busy the network is.
• The capability of the devices you are using to connect to the network. Do they have the software and hardware capable of accessing Max Speeds? The speed capacity of the devices you are connecting with may be a limitation for example.
• Environmental factors like other wireless devices in the house (such as mobile or digital phones) and even your neighbours’ WiFi connection.
• Connecting devices directly to your modem via high-speed Ethernet wiring instead of using WiFi will get you the most reliable connection and faster speeds.

How to check your broadband speed

The best way to do an accurate speed test is by completing a quick speed test. We recommend using www.speedtest.net and make sure you are using “Devoli” as the selected server to get the most accurate result. You will need to have your device plugged in via the ethernet cable (which came with your modem).

My internet is slow, what can I do?

Check our troubleshooting page.

We’d love to have you join our broadband family.  As long as you have your residential electricity account with us at the same address, you should be good to go.

There are a few exceptions where we can’t supply your broadband:

• If you’re on on PrePay.
• Customers on weekly or fortnightly billing.
• If you have a Commercial & Industrial Time of Use meter.
• Business customers

Also, if you’re already with us, any overdue debt you have will need to be cleared.

When you sign up over the phone, our team will quickly take a look to see if broadband can be supplied to your address. The answer will usually be yes, but things like distance from the network’s equipment or its capacity can mean it’s not available.

Broadband will appear on the same bill as your energy, but your broadband billing dates will differ from your electricity billing dates as broadband is billed in advance.

Broadband charges start from the day after you’re connected. Depending on when you sign up, your first bill may contain a part-month charge (for broadband services already received) and a full months charge (for the next month in advance).