Frequently asked questions

You can go on Contact broadband if you have your residential electricity account with us at the same address.

Broadband is not available:

• if you don’t have your electricity with us at the same address
• to business customers
• to PrePay, PrePower and Bach Plan customers
• to customers on weekly or fortnightly billing
• if you have a Time of Use meter

Broadband is not available in all areas. Factors such as distance from the networks equipment or the network's capacity, means we may be unable to deliver broadband to a specific address. Our Broadband team will confirm if broadband is able to get to you.

What happens once I've signed up?

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

Within 3-5 working days you’ll get an email from us telling you the date when your broadband will be connected. If a technician is required to visit the property, we’ll let you know, otherwise it all gets done remotely. Your modem will usually arrive about 5 working days after that, although there are some cases when this is held up. Just hang onto the new modem until we tell you the connection has been completed. 

Once the connection has been completed, we’ll send you a confirmation email. You’ll then 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 2 hours you should be up and running.

 

How long will it all take?

The connection will take a minimum of ten working days. If you rent, live down a right of way or in a multi-dwelling unit and want to install fibre, things will take a little longer. This is because you’ll need to get consent.

If you already have consent, your Local Fibre Company (LFC) will be in touch to arrange an appointment to get started. If you don’t and would like to find out more, visit chorus.co.nz where you’ll find super helpful information about the process.

 

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 2 days away we can look at rescheduling this for you, but it’s down to technician availability.

 

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 401 373 or email broadband@contactenergy.co.nz.

 

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

There are a number of reasons an installation could be considered complex. 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 a complex installation may take several days to finish. The installer will discuss this with you and agree on any impacts or additional costs prior to commencing work. In that event, we will advise you before proceeding and you may choose to cancel the order.

Do I get a modem and is there a cost? 

We’ll send you a cool new modem free of charge to use with your Contact Broadband service. We won’t even charge you for postage.

 

Can I use my own modem?

If you would like to use your own modem you are welcome to but please note you may need to reprogram a few things to meet our technical requirements. Also, we may not be able to offer remote troubleshooting assistance if you use your own modem.

 

What sort of modem do you send me? 

A Netcomm NF18ACV model featuring:

• ADSL, VDSL and Fibre ready
• 4 x Gigabit Ethernet 10/100/1000 LAN ports
• VoIP feature for HD quality voice calls
• Next generation WiFi 802.11 AC1600, dual band concurrent, for multiple high-speed wireless connections

 

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

Yes, you can get a replacement modem – there is a fee of $90.

 

Setting up your modem

For help setting up your modem, take a look at the Modem User Guide.

 

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

It’s important that modem is placed in the right environment so it operates as efficiently as possible. Here are our top tips:

• Do not place your modem in direct sunlight or hot areas.
• Do not let your modem come into contact with liquid or moisture at any time. To clean it, wipe it with a damp cloth.
• Do not restrict airflow around your modem, as this can make it overheat for example:
  • Do not cover it with anything
  • Do not put it in an enclosed space like a drawer or box
  • Do not place it under or behind a desk or large item of furniture
• Do not disassemble your modem

Can I upgrade to Fibre when I switch to Contact?

Yes (if Fibre is available in your area). If you want to upgrade to Fibre, the best option is to sign up to the service you are currently using and we can start the upgrade process from there. That way you're online now rather than waiting for your local fibre company to come and complete the process. 

I’m already a customer, can I upgrade to Fibre or change my Fibre speed? 

Yes (if Fibre is available in your area). Give us a call on 0800 401 373 and we’ll organise the upgrade/speed change.

• Sign up online
• Call us on 0800 401 373

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.

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, 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.

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
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 email us at broadband@contactenergy.co.nz or call us on 0800 401 373 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 401 373 and we can arrange this. If your number was added by an old provider, you will need to contact them to have it removed.