Frequently Asked Questions

Answers for home users, businesses, and Hyperfibre.

Frequently Asked Questions

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The Ultra-Fast Broadband rollout covers most of Aotearoa New Zealand. Use our address checker to see if fibre is available at your place and what speeds you can get. Check your address.

Our unlimited home broadband plans are for residential use. If you run a home business, you can choose residential or business plans—note the Consumer Guarantees Act applies to residential customers only.

Speeds depend on the technology and plan at your address. Fibre plans have defined speeds; Fibre Max can reach up to ~920 Mbps down / ~450 Mbps up in ideal conditions. For the fastest option, choose Fibre Max (or Hyperfibre where available).

Yes—no hidden caps or throttling. We apply a Fair Use Policy based on the monthly usage patterns of 99% of customers. If your usage risks impacting others, we’ll work with you on a solution.

Give us your current connection and account details—we’ll coordinate the transfer. After we switch you, call your old provider to confirm nothing else remains on your account. Some extras (e.g., copper phone lines, mobile, email) may need to stay with them. Unsure? Call us on 07 444 4077.

Yes. Check if your current provider uses bundled pricing for phone + broadband. If you keep your phone with them, tell us during sign-up: “I wish to keep phone line 0X XXX XXXX with my existing provider.”

We’ll recommend the fastest service your site can get (Fibre > VDSL > ADSL). Upgrades to faster tiers are generally free (we’ll discuss any exceptional build charges first). For peak performance, choose Hyperfibre where available.

Switching an existing connection is typically free. We charge $14.95 to courier a modem and $14.95 to port an existing phone number. No other standard transfer fees apply.

Most new installs have no standard install fee. Exceptions can apply if additional build work is required (we’ll confirm before proceeding). For copper services, “I need wiring” options and technician visits may be required—details depend on ADSL vs VDSL.

Standard term is 12 months (also available: 24 or 36 months). Early termination fee (excl. GST):
< 12 months remaining: $199
12–24 months remaining: $399
> 24 months remaining: $599

Our business plan can include router rental for $10 + GST/month. We offer higher-spec options for larger sites and managed routing if you prefer. For Hyperfibre at launch, you may need to bring your own Hyperfibre-capable router—ask us for current options.

Domains, web hosting, and VoIP—incl. calling bundles and handset rental. Talk to us for bundled pricing.

Transfers typically take a few days to a week. New copper installs are usually ~1 week. New fibre can take several weeks (consents may be required for rentals, shared driveways, or MDUs). Hyperfibre enablement can take 4–6 weeks unless you already have a Hyperfibre-capable ONT.

Yes—our VoIP works standalone with the right equipment. We can supply, configure, and support this for you.

Yes—subject to Fair Use. If your usage could impact others, we’ll proactively reach out and tailor a plan.

Both are fibre-optic. Hyperfibre is next-gen with much higher bandwidth and lower latency—ideal for heavy cloud, video, and multi-user environments.

If you need ultra-low latency and multi-gigabit speeds—for video meetings, large data transfers, backups, or lots of concurrent users—yes, Hyperfibre delivers tangible gains.

Hyperfibre 2000 targets up to ~2 Gbps; Hyperfibre 4000 up to ~4 Gbps (up/down). Real-world results vary by router, LAN, and workload.

Available in Chorus-fibred regions across NZ. Use the address checker to confirm availability at your location. Check now.

Choose 2000 for multi-user homes and small teams; 4000 for bandwidth-hungry sites needing more headroom and future-proofing.

You’ll likely need a Hyperfibre-capable router/WAN port (2.5G/10G). Ask us for the latest compatible options.

If you don’t already have a Hyperfibre-capable ONT, allow ~3–4 weeks for technician visits and activation. If your ONT is already Hyperfibre-ready, it’s generally much faster.

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