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COVID-19 information page for Broadband

With the new COVID-19 restrictions in place, we are unable to process any new broadband connections at this time. We apologise for any inconvenience this may cause and we hope to offer new customers this service again soon.

 

For our current broadband customers, nothing changes with your connection! If you have any questions regarding your current connection, we have some frequently asked questions below or you can view our troubleshooting page.

Frequently Asked Questions

There will be some delays with modem deliveries and new connections but our fibre companies are prioritising new connections and faults.  Once your modem has been sent, you will receive the courier tracking details in an email from us.  You will continue to receive emails from us with your connection date.

If this is a fibre to fibre connection and you have received confirmation of receipt from us, it is likely this will continue to be processed.  You will receive emails confirming your modem has been sent and your connection date.

If this is a copper to fibre upgrade and you have not yet contacted your current supplier to let them know of the change, we highly recommended you don’t. We are unable to guarantee new connections through Contact at this stage so suggest staying put with your supplier to keep your internet active.

If you have contacted your current supplier to cancel, we recommend you try and contact them ASAP to reverse the cancellation. We cannot guarantee any new connections but you may be able to stay connected with your old supplier.

Copper to fibre upgrades are not currently being prioritised by our local fibre companies. For connections that require a technician, these are unable to be completed at this time. You will remain on your current plan until we are able to undertake connections again.

With the new COVID-19 restrictions in place, we are unable to process any new broadband connections at this time. We apologise for any inconvenience this may cause and we hope to be able to change this soon.

There are a few factors that can impact the speed of your connection, including how close you are to an exchange, your computer’s capability, modem, line quality, software downloads and the number of devices connected.

Our broadband plan speeds represent the theoretic maximum speeds at which you are able to download and upload data from our network. 

How to check your broadband speed

The best way to do an accurate speed test is by completing a quick Linetest. You will need to have your device plugged in via the ethernet cable.

My internet is slow, what can I do?

Check our troubleshooting page

Can I add a landline service?

Yes, if you are a current Contact Broadband customer you can add our homeline service from just $10 a month for unlimited national calls not including mobile. Give us a call on 0800 401 373 and we can set this up for you. 

Can I keep my current home phone number?

No worries! All you need is a phone with a telepermit sticker (shown below) which you plug into your modem to access our homeline service using Voice over Internet Protocol (VoIP) service.
 
Keep your home phone number with your fibre broadband. NZ broadband made easy!
 

Optional add-ons for your phone line

  • 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 – $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 – $5.00 per month
  • NZ mobile 200 calling package – 200 minutes to NZ mobile phone numbers – $10.00 per month

 

What are the rates for Local and International Calls?

Standard Local Rates are shown below.  View our International rates.

Standard Local Rates
Type Charge (per min)
Directory $0.55
Fixed $0.00
IntDirectory $0.55
Internet $0.00
Local $0.00
Mobile $0.17
MsgExchange $0.00
Service Call $0.00
TollFree $0.00
TollFree Mobile $0.00

What is VoIP?

VoIP or Voice over Internet Protocol is simply a way of using the internet for the transmission of voice calls. You can operate VoIP and related services with any modern home phone.