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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 SmoothPay, 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.

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.

 

If you’re having trouble with your broadband or phone line, please read our troubleshooting page which in most cases, can quickly get you back up and running.

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 and text 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 also arrive within 3-5 working days, just hold onto this until we tell you that the connection has been completed. 

Once the connection has been completed, we’ll send you a confirmation email and text message. 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?

This depends on the connection type and where you live, but it will be a minimum of 5 working days. 

A new fibre install may take longer, as the process is more involved and a technician will need to visit the property. It’s worth the wait though.

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.

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.
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