Yes, simply add broadband to your account through My Account or the Contact app.
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.
For Wireless connections we will provide you with a modem (a $14.99 postage and handling cost applies). Bring your own (BYO) modem is not available for Wireless broadband.
For Fibre connections 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)|
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.
Our broadband speeds in the table above 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.
We’d be super-sad to see you go!
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 just have Contact broadband?
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.
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.
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 Rates
|Type||Charge (per min)|
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 (provided the entry was added by Contact). Please email us at email@example.com 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.
We've put a glossary together of commonly used terms: