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.

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.

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.

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?

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.

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.