With the current COVID-19 situation, there are extra safety measures in place for fibre installs in some areas. For example, the use of PPE and requirements for customers to be in a seperate room while the installation takes place. Some areas are only carrying out essential installations also such as when fibre is needed for medical emergencies.

To check if you can connect to our broadband service right now with a new fibre install, please call 0800 401 373. If you already have fibre and are switching from another provider, this doesn't require any site visits so we are good to go with these ones.

For our current broadband customers, nothing changes. If you have any questions about your current connection, there's some frequently asked questions on this broadband page to help or check our troubleshooting page.

Yes, you can take advantage of this special broadband price while remaining on your current plan. Simply add broadband to your account through ‘My Account’ via the website or app.

- Broadband from just $59.99/mth when you add it to any existing power and gas plan.

- Broadband from just $64.99/mth when you add it to any existing power plan.

Prices include GST and are for Fast Fibre connections only.

 

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.

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 or Bach plan.
• Customers on weekly or fortnightly billing.
• If you have a Time of Use meter.
• Business customers

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

If you sign up online, when you put you address in you’ll quickly know if broadband can get to you. The answer will usually be yes, but things like the distance from the network’s equipment or it’s capacity can mean it’s not available. For signs up over the phone, our team can easily find this information out for you too.

What happens once I've signed up?

Once you’ve signed up, sit back and relax, we will get the ball rolling for you.

You’ll get an email within three days confirming your details and order number. We’ll also let you know what dates you’re scheduled to be connected. This will depend on what service you’ve asked for.

 

For fibre connections:

If your property has had fibre before, it all gets done remotely and you can expect to be connected within ten days after you sign up (though hopefully a bit quicker).

If you've never had fibre, there’s a few extra steps to get you up and running as a technician will need to visit. It will be all worth it though for that faster internet connection!

1. If a consent to install fibre is needed, your local fibre company (LFC) needs confirmation of this before they can do anything. There’s more info in the “How does the consent process work for fibre?” section below.
2. A technician may visit your property to see how to get you connected. If they do need to, we’ll email you a date for that visit around the same time we email your order number (you’ll need to have any necessary consents ready by then.) Someone over the age of 18 needs to be home when they come. To make things easier, the technician will call ahead on the day as a reminder.
3. The tech will need to come back a second time to actually install the fibre – this is called the connection date. We’ll email to let you know this date around five – ten days after the first visit. Someone will also need to be home for this and again, they’ll call ahead on the day.

During installation, the technician will get everything set up outside first. Next, they attach a box on a wall inside your property (Be sure of the position this is installed, there is a fee to relocate the ONT) - this is called an Optical Network Termination (ONT). Once the technician has confirmed your service is up and running, you can plug your modem into the ONT and your connection should be ready to use!

Your modem is sent three days before your connection date. You’ll get an email when it is on its way along with a tracking number.

 

For ADSL/VDSL connections:

In most cases, the connection is done remotely. If a technician needs to visit, we’ll let you know. Your modem is sent three days before your connection date. Just hang onto it until we tell you the connection has been completed.

Once it’s done, we’ll send you a confirmation email. Then you’ll need to set up your modem (instructions will be included in the box, or you can find them here). It may take a while for the modem to install, but within two hours you should be up and running with your internet.

 

How does the consent process work for fibre?

Here’s a guide for when you need to gain consent for fibre and what type:

• If you are living in a rental property, written consent is needed from your landlord.
• If your property is in a right of way (ROW) or shared driveway, you may need to gain written consent from your neighbour(s) - the technician will tell you if this is needed during their initial visit.
• For multi-dwelling units (MDU) such as apartments or flats, the building owner or body corporate will need to give their consent.
• Note, for any properties that have been subdivided, each one must be on a separate title – your Local Fibre Company (LFC) may ask for this. (i.e,, the subdivision must have all the necessary legal sign off.)

For more information, visit your Local Fibre Company’s website:

• Chorus (Most of New Zealand): chorus.co.nz
• North Power Fibre (Whangarei): northpower.com/fibre
• Ultra Fast Fibre (Waikato, Bay of Plenty, Taranaki): ultrafast.co.nz
• Enable Networks (Christchurch): enable.net.nz/can-i-get-fibre

 

If I already have broadband with an existing provider, will there be any down time between them ending my service and Contact beginning my new one?

There may be a small amount of down time in your services while the technician is in the process of switching your fibre service over to Contact (for example, while the ONT is being configured or while you are connecting your new modem).  However, this should be no longer than 15 minutes.

 

Will a technician need to visit / will I need to be at home when this happens?

Unless you’re setting up a new fibre broadband connection, then probably not. Most connections happen remotely, however in some circumstances a technician will need to visit the property. They’ll contact you to arrange a date for the installation. Please note that someone over the age of 18 will need to be at home when this happens, and you’ll need to supply a contact name and number.

 

Can I reschedule my connection date?

If your connection date is more than two days away we can look at rescheduling this for you, no problem. We’ll just need to check if there is a tech available to do the work.

 

Do I need to call and cancel with my existing provider or does Contact do that for me? 

If you have requested to transfer your existing services over to Contact, there's no need to contact your current provider. They will automatically be notified once we have requested to transfer your services.

We do recommend checking in with your current provider prior to requesting to transfer your services to ensure you are not locked into a contract and/or you are made aware of any associated cancellation charges.

What if it’s going to take a while to get fibre and I need a connection straight away?

Simply let us know and we can arrange an alternative (ADSL/VDSL) while you wait. Call our broadband support team on 0800 641 502.

 

When is a job considered ‘complex’ and extra charges may apply?

There are a number of reasons an installation could be considered complex, particularly if you’re getting fibre installed for the first time. For example, the installer can’t use the existing underground pipes or overhead lines, so they may need to dig a new trench. If you’re in a multi dwelling, perhaps your building’s construction will make the install tricky. Or in some cases, further groundwork beyond your boundary may need to be finished first. Occasionally this may take several days to finish.

All LFC’s will install a certain amount of fibre to your house for free (200 metres in most areas), however if more complex work is needed, the installer will discuss any impacts or additional costs with you before starting work. You can choose to go ahead as planned or simply let us know if you want to cancel.

Do I get a modem and is there a cost? 

We’ll send you a free modem to use with your Contact Broadband service ($14.99 postage and handling applies).

 

Can I use my own modem?

If you would like to use your own modem you are welcome to but you may need to reprogramme a few things to meet technical requirements. Also, we may not be able to offer remote troubleshooting assistance if you use your own modem and some may not work with our service unfortunately.

 

When will I receive my modem?

Your modem is sent three days before your connection date. You’ll get an email when it is on its way along with a tracking number.

 

My modem has been damaged, lost or stolen, can I get a replacement?

Yes, you can get a replacement modem. Please get in touch with us to arrange this.

 

Setting up your modem

For help setting up your modem

• If you have a Contact branded modem, take a look at this User Guide.
• If you have a Huawei modem, take a look at this User Guide.

 

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

Can I upgrade to Fibre broadband when I switch to Contact?

Yes (if it’s available in your area). If you want to upgrade to fibre, it’s best to sign up to Contact now with the service you are currently using (e.g. VDSL/ADSL) and we’ll start the upgrade from there. That way you're online now rather than waiting for your LFC to come and do the installation.

 

Can I upgrade if I’m already with Contact?

Yes, if fibre broadband is available in your area, sure thing! Give us a call on 0800 641 502 and we’ll organise the upgrade/speed change.

• Sign up online
• Call us on 0800 641 502

TIP: If you’re already with another broadband provider, we’ll need to know the account number you have with them, so please have this handy when you sign up.

Our broadband speeds 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.

Can I add a landline service?

Yes, you can add our homeline 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.

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.

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. 

I don’t want a homeline anymore – can I discontinue the service? 

Yes. We offer a product called Naked Broadband – it means you’ll no longer have a homeline. If you used to have a home phone, it will stop working on a Naked Broadband package and you will not be able to use it to call anyone including 111 emergency services from this phone. We strongly recommend that you consider keeping a back-up device, such as a charged mobile phone, for emergencies.

If you have a monitored or medical alarm please contact your alarm provider to ensure the alarm will continue to work with a VoIP phone connection. 

How do I set up and check my voicemail?

From your phone, simply dial *55. After listening to any new messages you may have, you can press ‘0’ to access your greetings settings.

Can you add my number to the next phone book?

Yes, we can arrange this. Please call us on 0800 641 502 and tell us what your account number is and how you’d like your name to appear in the phone book.

Can you delete my number from the next phone book?

Yes (provided the entry was added by Contact). Please call us on 0800 641 502 and we can arrange this. If your number was added by an old provider, you will need to contact them to have it removed.