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.

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 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.

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:

You will need to test your BYO modem prior to your connection date to ensure the power light comes on. If you have asked for Contact to provide a modem, as long as there are no courier delays, it should arrive before your connection date.

For wireless connections:

We will have to send you a Contact provided modem (modem charge and P&H fee applies) it should arrive between 2-5 days. Check the activation date on your email, follow the setup instructions and you're good to go.

For ADSL/VDSL connections:

A technician connects this at the exchange, which is usually located in around your area. If the technician needs to visit, we'll let you know.

Once it’s done, we’ll send you a confirmation email. Then you’ll need to set up your modem. If you need a hand, look for instruction manuals for most modems here.

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 while the technician is in the process of switching your fibre over to Contact (for example while the ONT is being configured or while you are connecting your modem). This should only take 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.

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 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.

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?

• 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 homeline service?

Yes, we provide homeline services using Voice over Internet Protocol (VoIP). You'll need a fibre connection and our Netcomm Contact provided modems.  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.

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.

The main difference between a standard landline and VoIP is that VoIP uses your internet connection whereas a standard landline is connected to the copper network.

If you have services such as a medical alarm and monitored alarm that often require a standard landline, please let us know so we can make sure to recommend the right set-up for you.

It’s important you know that your VoIP service might not work during a power outage. Therefore you’ll need another way to stay connected in case you need to make an emergency 111 calls.

Can I keep my current home phone number?

Yes! You can keep your existing home phone number when you sign up to a homeline service with us. Just let us know and we can move it from your existing provider. You will also need a phone with a telepermit sticker (shown below) which you can plug into your Contact provided 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.

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?

Give us a call on 0800 641 502 and we can set this up for you. Alternatively, if you are using the voicemail functionality on your home phone device, please check the manufacturer’s instructions on how to set this up.

How do I check my voicemail?

Dial 222 from your phone, enter in your phone number (start with the country code and area code - for example, it is 649 if you are based in Auckland, New Zealand), then enter the PIN you were given when your voicemail was set up. This will enable you to check your voice messages and manage your mailbox.

Can you add my number to the next phone book?

Yes, we can arrange this. Please email us at broadband@contactenergy.co.nz or 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 email us at broadband@contactenergy.co.nz or 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.

My home phone is not working

If your home phone isn’t working, try this step-by-step troubleshooting guide.

1. Check wiring

Make sure broadband is working first as the phone requires an internet connection before it will work (refer to broadband troubleshooting if broadband isn’t working). Then make sure the phone is securely connected to telephone port 1 on the modem.

2. Check the phone is VoIP compatible 

To do this, look for a ‘Telepermit’ Sticker. If you can’t see one, it might be a good idea to contact the manufacturer to enquire if the phone is VoIP compatible.

3. Complete a power cycle on your modem

Power cycle the Netcomm Contact provided modem  by turning off the power button on the side of the modem. Wait 30 seconds, and then turn this button back on. After 5 minutes, test to see if the problem has been resolved.

4. Call us on 0800 641 502 to discuss further

To help us resolve your issue quickly, we recommend having these details on hand when you call our Customer Service team.

• Your account number.
• Does your phone have a dial tone?
• If you’re having issues with outbound calling, three examples with the dates/times you have attempted the calls and the phone numbers you are trying to reach.
• If you’re having issues with inbound calling, three examples with the dates/times of the calls affected.