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, 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:
Also, any overdue debt you have with us will need to be cleared.
How to add broadband to your account:
Alternatively, if you’re an existing customer on an open term plan then you can change to the Broadband Bundle plan.
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:
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.
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.
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.
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.
In most cases, the connection is done remotely. If a 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.
Here’s a guide for when you need to gain consent for fibre and what type:
For more information, visit your Local Fibre Company’s website:
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.
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.
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.
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.
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.
We offer both options. Bringing your own modem (“BYO”) is a good idea as you can get connected faster than waiting for a Contact one to be delivered. Check here to see which BYO modems are compatible.
If you don’t want to BYO modem, no problem, we can provide one for you. A $14.99 postage and handling cost applies.
Please note, we're unable to offer a VOIP (phone) connection with a BYO modem. If you’re after VOIP, please choose the Contact provided modem option when you sign up for broadband.
For help setting up your modem:
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:
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.
Number of units | Price (Incl GST, postage and handling) |
1 | $160 |
2 | $325 |
3 | $475 |
If you have one of our existing TP-Link (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.
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.
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:
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).
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.
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:
Fibre connections:
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 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.
5. Power cycle the ONT – fibre connections only
6. Complete a power cycle on your modem
Power cycle the modem by turning it off at the wall Wait 30 seconds, and then switch back on at the wall. After five minutes, check to see if the problem has stopped.
7. Complete a hard reset (factory reset) (This applies to Contact provided NetComm and Huawei modems only)
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. Contact us to discuss further
You can call us on 0800 266 825.
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.
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.
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 on your BYO modem or Netcomm modem, try changing your WiFi channel.
You could also order additional Deco units to go with your original Deco unit. These can be purchased for the amounts below which will be added to your Contact account. Simply do that here.
Number of units | Price (Incl GST, postage and handling) |
1 | $160 |
2 | $325 |
3 | $475 |
If you have one of our existing TP-Link (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.
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.
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.
I can’t connect specific devices.
Here are some ideas to help:
1. Try to connect to another WiFi channel available
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?
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
3. Reboot (turn on and off) the device that is experiencing issues and try to connect to the network again
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.
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
NetComm NF4V
Yes.
No, you must have your electricity with us in order to have Contact broadband.
Yes, we provide homeline services using Voice over Internet Protocol (VoIP) to 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.
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.
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.
Standard Local Rates are shown below. View our International rates.
Standard Local RatesType | 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 |
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.
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.
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.
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.
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.
If your home phone isn’t working, try this step-by-step troubleshooting guide.
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.
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.
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.
To help us resolve your issue quickly, we recommend having these details on hand when you call our Customer Service team.