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.
Sharp price
No fixed contract
Modem included
Yes, 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.
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, any overdue debt you have with us will need to be cleared.
How to add broadband to your account:
- Register or sign in to your online account ‘My account’ or do it on our app
- Go to 'My Property'
- 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.
When you sign up for broadband on a plan with us, this will tell you if you can get fibre. Or use the websites below to find out right now.
- 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
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!
- 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.
- 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.
- 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.
No worries! Your broadband can come with you as long as you bring your electricity over as well. Don’t forget to pack your Contact modem and take it with you.
Please give us a bit of notice so that we can tick the right boxes and make sure everything is in place. Ideally 15 working days should be enough time for us to get everything ready for you at your new home. Sometimes things might take a bit longer but we’ll be in touch if we need to. Depending on where you move to, we may not be able to provide you with exactly the same services you currently have – it all depends on what’s provided where.
Are you experiencing buffering issues?
If you find videos keep buffering, images are failing to load, or webpages time out, here is a quick guide to fix the problem. You will need to update two settings in ‘admin’ mode through a browser such as Google Chrome. It should only take a few minutes.
My internet is not working
If you’re having trouble connecting to the internet, try this step-by-step troubleshooting guide.
1. Have you been connected yet? i.e. have you received confirmation by email/text that your connection was completed?
If yes: Move to step 2.
If no: We will send you an email/text when your order is completed. If it’s been 24 hours since your scheduled connection timeframe, please call us on 0800 266 825 to discuss further.
2. Check for planned/unplanned faults
ADSL/VDSL connections:
- Chorus – chorus.co.nz/outages
Fibre connections:
- Chorus (most of NZ) – chorus.co.nz/outages
- Enable (Christchurch) – enable.net.nz/
- North Power Fibre (Whangarei) – northpower.com/fibre/faults-and-outages
- Ultra Fast Fibre (UFF) (Waikato, Bay of Plenty, Taranaki) – Contact will be notified of any outages in UFF areas by email, so please call us on 0800 641 502 and we’ll let you know of any faults.
3. Confirm wiring and lights are correct
Check your wiring matches the wiring in your modem user guide. If wiring is incorrect, please fix this.
- 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.
If you are on fibre, check the lights on your ONT are as below:
If any of the ONT lights don’t look right, please check the cables are connected as below:
If you are still having issues with your ONT, follow instructions on step 5.
4. ADSL/VDSL connections only (if you’re on fibre, skip to step 5)
Firstly, lets determine whether it’s the equipment or the jackpoint that’s causing the fault.
- Unplug all devices from all jackpoints in your house (phones, modems, splitters, extension cables and adapters etc). Note that some monitored alarm systems may be automatically triggered if unplugged, so contact your alarm provider first.
- Plug your modem into a jackpoint. Test it without the use of a splitter and turn it on. If the light labelled ‘DSL’ lights up, it means your modem has reconnected. (Note: it may take up to 10 minutes to connect).
- If your modem successfully reconnected - it means that your devices/equipment (e.g. computer, mobile etc) is the reason for the loss of service. Plug your devices/equipment back in piece by piece, checking the connection. When the problem returns, you’ve found the piece of equipment that is the problem.
- If your modem did not successfully reconnect – the problem may be your modem, jackpoint or phone cable. Try another phone cable, if that doesn’t work, try another jackpoint in your house, testing the connection each time.
- If you have another modem try the above steps with it, to rule out your existing modem being at fault.
5. Power cycle the ONT – fibre connections only
- Locate the ONT in your house (this is a box installed on your wall that connects you to fibre).
- Unplug the power supply of the ONT for 10 seconds.
- Plug the power supply back in.
- Check that the ‘power’ light on your ONT is green.
6. Complete a power cycle on your modem
Power cycle the 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.
7. Complete a hard reset (factory reset)
Note: please ensure you have tried all other troubleshooting steps before doing a hard reset. A hard reset will wipe the existing modem username/password, connected devices, and network settings. If you have any concerns, please contact us.
Hard reset the modem by inserting a pin or paper clip into the hole on the back of the modem that says 'reset'.
Keep the pin or paperclip inserted in the hole until the power light on the modem turns red. This can take about 15 seconds to change from green to red. (Once the light turns red, you can remove the pin or paperclip from the reset hole.)
This can take up to 5 minutes to fully reset. After 5 minutes, test to see if the problem has been fixed.
8. Manually set up your modem
Here’s some information to try setting up your modem manually, this may help get your internet working.
9. Contact us to discuss further
You can call us on 0800 266 825.
What broadband speed should I expect / how can I check the speed?
Our broadband speeds show how fast your internet should be able to download and upload data - but it’s not an exact science.
A few factors can slow things down. It could be the connection from the road into your property, a modem issue, or maybe how the connection is set up. The whole tribe using devices at the same time can affect the speed too.
How to check your broadband speed
To get an accurate measure of your broadband speed, you will need to have your device plugged in via an ethernet cable (instead of WiFi). The best way to do an accurate speed test is by completing a quick speed test.
How can I improve my broadband speed?
Use an ethernet cable (the cable that came with your modem)
Consider plugging your devices into your modem using an ethernet cable to provide better performance. One end of this goes into your computer and the other end goes into one of the yellow Ethernet ports on the back of the modem.
Avoid peak times
Typically, at 6-11pm weekdays (‘peak hours’), when more people are using the internet, congestion on the network may cause a drop off in broadband performance. If you find this keeps happening, and you need to download large files, like software updates, consider downloading them outside peak hours.
This is particularly noticeable on ADSL and VDSL connections, but fibre connections can also be affected by peak times.
Upgrade to fibre
It's best to be on a fibre connection when possible. Fibre is the fastest, most reliable and highest capacity broadband you can get in New Zealand.
Tips to improve your modem’s performance
Location, location, location.
Put your modem in a central place, ideally within the line of sight of where you use the internet most. The modem needs to be off the ground and away from electronics such as microwaves, cordless phones and baby monitors.
Certain materials can cause issues for WiFi such as concrete, steel, brick, marble, water, glass, wood and plaster. Neighbours Wi-Fi networks can also cause issues, meaning those in dense areas can have problems.
Modems also don’t talk to devices through water very well. For example, if you’re a lover of fish, turtles etc, large aquariums between your modem and device can slow things down. Who would have thought!?
Modem to device - keep it short
Expect a strong connection up to five metres away and a useable connection up to ten metres away. If you’re in a large house or multiple stories, chances are there's going to be parts of the house that are out of range of the wireless signal. WiFi signal weakens as you get further away from your modem.
Slow WiFi or WiFi drops out
If you are experiencing slow WiFi or WiFI drops out, try changing your WiFi channel.
About WiFi Range Extenders and Powerline Adapters
Here’s explanation of some of the equipment that could help with WiFi speed:
Range extenders relay the WiFi signal wherever installed and can help extend the distance that the WiFi reaches.
Powerline Adapters use the internal copper wiring to transmit the signal (almost like using the internal electrical wiring of your house as an Ethernet cable). These are particularly useful in large or concrete house.
Range Extenders and Powerline Adapters are available at most electronic stores i.e. Noel Leeming, JB Hi-Fi, PB Tech etc.
Troubleshooting slow broadband or WiFi dropping out
Using your ethernet cable
1. Restart the modem
Soft Reset the modem by turning off the power button on the side of the modem. Wait 30 seconds, and then turn this button back on.
2. Do a speed test.
Firstly, your device will need to be plugged into an ethernet cable. Open your internet browser and do a speed test. We recommend using speedtest.net. Before pressing “Go”, check that you are using “Devoli” as the server:
Compare the download speed to what connection type/plan you are on.
If you are on an ADSL or VDSL connection, visit www.chorus.co.nz and type in your address, it should give you an estimate on your download speed.
If you are on a fibre connection, you should be getting a download speed of at least 75% of what you signed up for over Ethernet . For example, if you chose the Fibre 100/20 plan, you should be getting a download speed of 75 megabytes per second (mbps) over Ethernet.
If your Ethernet speed test meets this minimum speed or greater, it’s what you can expect on your plan and shows the connection is all good. Any speed issues you’re still experiencing may be something to do with wifi , see “Using your WiFi connection” below.
If you have done the Ethernet speed test and the results are lower than 75% of your plan, please call us on 0800 266 825 so we can help. Have a screenshot of your speed test on hand (example below) to make things quicker.
3. Do an IPERF test (we recommend getting one of our Customer Service Representatives to help with this as it’s quite technical). An IPERF test can provide extra information about speed issues. Choose your device, then click on the attachment:
Using your WiFi connection
1. Make sure only one device (preferably a laptop) is connected to WiFi
Type 192.168.20.1 into the address bar of your web browser. This will bring up a dialog box asking for a username and password. These are both 'admin' by default.
Once you are on the NetComm Wireless menu, select Device Info on the left hand side and then DHCP.
This will list the devices currently connected to the network. You’ll need to locate and turn off the WiFi on all devices other than the single device you'll use for testing.
Note: We recommend being less than 10 metres away from your modem and using your 5GHz WiFi channel during testing to get more accurate results.
2. Do a speed test
Do a speed test. Compare the download speed to what connection type/plan you are on.
If you are on an ADSL or VDSL connection, visit www.chorus.co.nz and type in your address, it will likely give you an estimate on your download speed.
If you are on a fibre connection, you should be getting a download speed close to the plan you have chosen. (E.g. if you chose the Fibre 100/20 plan you should be getting a download speed of 50mbps or more download and 10mbps or more upload.)
If the result of your speed test is less than half of what you’re expecting, follow these instructions to change your WiFi Channel.
Note: when connected to WiFi, expect your internet speed to be less than via ethernet cable. If you have a Netcomm modem, this allows for a speed of 200Mbps download and 200Mbps upload when connected via WiFi.
My internet is working but I’m having some WiFi issues
I can’t connect specific devices.
Here are some ideas to help:
1. Try to connect to another WiFi channel available
- Your modem will generally have two WiFi channels set up (2.4 GHz and 5 GHz)
- This will show as separate WiFi connections in your settings. For example, if your WiFi name is “contactbroadband123”, you will see another one available that looks similar to “contactbroadband123-5G”
- Connect to the other WiFi channel. The password should be the same for both channels unless you have customised this in your modem settings.
2. "Forget this network" on your device and re-connect again
3. Reboot the device that is experiencing issues and try to connect to the network again
I have an internet connection but can't view webpages or email. What can I do?
- Clear your browser’s cache and browsing history. (We suggest searching on google.com for the most up-to-date process for your particular browser)
- Restart your browser (close and open a new one)
- Use an alternative browser to ensure it’s not a specific browser issue
- If this issue is only on one device, restart that device
I updated my device and now my WiFi isn’t working. Urgh
1. "Forget this network" on your device and re-connect again
2. Try to connect to another WiFi channel available
- Your modem will generally have two WiFi channels set up (2.4 GHz and 5 GHz)
- This will appear as separate WiFi connections in your settings. For example, if your WiFi name is “contactbroadband123”, you will see another one available that looks similar to “contactbroadband123-5G”
- Connect to the other WiFi channel. The password should be the same for both channels unless you have customised this in your modem settings.
3. Reboot (turn on and off) the device that is experiencing issues and try to connect to the network again
How to change your WiFi password
We recommend changing your default password after the first login to protect your modem from unauthorised access. It’s also a lot easier when friends and family come to visit and ask for the password.
On the base of your modem, find the section called Admin IP Address with a number address, 192.168.20.1, and the default user name and password of admin/admin.
- Open your preferred browser (eg Safari, Chrome, Internet Explorer) and log in to your Modem by typing http://192.168.20.1 into the address bar. This is your Admin IP Address.
- Enter your admin username and password into the login window that appears (the default for name and password is admin).
- From the left hand menu select Wireless, 2.4GHz and then Security.
- Under the WPA/WAPI passphrase field, enter in the new Wireless Password that you would like for your network.
- Click the Apply / Save button at the bottom of the page.
- To confirm your wireless settings are saved, select the Click here to display option and ensure your new password is correct.
- Repeat steps 4-6 above for the 5GHz option. Ensure the passphrase is the same as the one you entered for the 2.4GHz option.
How to change your WiFi channel
Type 192.168.20.1 into the address bar of your web browser. This will bring up a dialog box asking for a username and password. These are both 'admin' by default.
Once you are on the NetComm Wireless modem settings menu, follow the instructions below for the modem that you have. If you aren’t sure which one you have, look at the top-left-hand side of the menu screen.
NetComm NF18ACV
- Click on 'Wireless"
- Click on 2.4 GHz
- Click on 'Advanced'
- Change the bandwidth to 20 MHz. (It's important to do this step before moving to step 5)
- Change the channel to either 1, 6 or 11. Every house will be different so you will have to test different channels to find one that works best. (It will most likely be set to auto by default). We recommend using a “WiFi analyzer” app and choosing an available channel with the least WiFi names
- Click 'Apply/Save'
NetComm NF4V
- Click on 'Wireless"
- Click on 'Advanced'
- Change the bandwidth to 20 MHz in both bands. (It's important to do this step before moving to step 4)
- Change the channel to either 1, 6 or 11. Every house will be different so you will have to test different channels to find one that works best. (It will most likely be set to auto or wlcfgadv94 by default)
- Click 'Apply/Save'
- After 30 seconds, turn your modem off and then turn it back on again using the power button at the side of the modem
- After the modem has fully rebooted, try testing the WiFi. You may need to repeat steps to change the channel until you find a WiFi Channel that works for you
- Note: If this does not improve performance, try using the 5 GHz band (only applicable on the NF18ACV). This is usually less congested with neighbouring Wi-Fi connections and offers higher potential speeds
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).
Our broadband services don’t have a fixed term contract, we just need 30 days’ notice and we’ll get the leaving process underway for you. Call us on 0800 641 502.
We'd always welcome the opportunity to discuss some of our other benefits that might suit you, see what else we can offer here.
Can I cancel broadband but keep my electricity?
Yes.
Can I cancel my electricity but keep my broadband?
No, you must have your electricity with us in order to have Contact broadband.
Can I add a homeline service?
Yes, we provide homeline services using Voice over Internet Protocol (VoIP) to our Contact supplied 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.
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 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 |
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 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.