If you are having issues with your internet connectivity, these tips may help you get back online;

– Make sure your devices are connected to the correct wired or wireless network connection you setup on your modem that is connected to us.
– Try restarting your modem, by powering it off according to the manufacturers instructions, waiting for a few minutes for it to be fully powered off, then powering it back on again.
– If you have a copper service and a phone line, check the phone line has a dial tone, and check for Chorus outages online. If you are affected by an outage, please wait for that outage to be remediated.
– If you have a fibre service, check that the ONT device installed in your home for fibre is powered on, and has flashing orange lights for the connected fibre port. Check for outages with your local fibre company online: Chorus, Enable Networks, Tuatahi First Fibre, Northpower Fibre. If you are affected by an outage, please wait for that outage to be remediated.
– Check our Status Page for any current known internet outages that might affect you.
– Check your broadband speed on our Speed Test page. If this is working, your internet is online, and you may have a different issue.
– Consider resetting your modem to its factory defaults, and setting it back up again from scratch.
– Consider contacting your local IT or computing service provider for onsite support.
If none of the above helps you, and you would like to report a fault with your connection, please Contact Us via this site and we will do our best to assist you during business hours.

Please note that we do not provide onsite or remote assistance for any devices you connect to a phone jack or fibre ONT, including your modem.

Your internet speed is affected by many factors beyond our control, including:

– The age and performance of your modem
– The distance of your location from your local network exchange
– The age and performance of your connected network devices
– The performance and bandwidth available from the internet service you are trying to consume

To test your speed, please:
– Disconnect all devices from your modems wired and wireless networks.
– Connect only your highest performing and newest device using a wired connection to your modem
– Complete our Speed Test online to get an independent speed rating for your connection.

For copper services, speeds from 8 Kbps to 70 Mbps can be expected.
For fibre services, speeds from 2.5 Mbps to 950 Mbps can be expected.
Speeds within these ranges are considered the acceptable levels by your local fibre companies.

You can improve your internet speeds by:
– Upgrading your modem and ensuring it has gigabit LAN capabilities and high LAN to WAN throughput rates
– Upgrading your connected network devices to support more performant wired or wireless connection methods, especially any wireless access points you use
– Use wired network connections in your home where possible
– Upgrading your internet plan to a higher speed, where available
– Reducing network loads in your home by disconnecting devices from your network
– Checking that the provider of the service on the internet you are consuming is not themselves experiencing short or long term performance issues, or is limiting the bandwidth available at their end.

If you believe there may be a problem with our service that is impacting your internet speeds, you can Contact Us.

Please note that it is almost always the case that any perceived speed issues are caused by your modem and/or the network devices in your home.
We are unable to provide an estimate or guarantee of available bandwidth to any given service that is available over the internet, and your experience may vary due to factors beyond our control.

Yes, fibre plans typically require the installation of a fibre optic modem or router, and a special network termination device called an ONT inside your home.

New customers installations are managed by your local fibre company. For more information on the process, see https://www.chorus.co.nz/help-and-support/fibre-installation/what-fibre-installation-process.

Once your ONT is installed and connected, we provide you with your fibre internet connection over that physical connection.

Fibre Standard 300/100 is a fibre optic internet plan that provides download speeds of up to 300 Mbps and upload speeds of up to 100 Mbps. It is suitable for smaller households with less need for multiple users, online gaming, 4K streaming, or large file uploads and downloads.

Fibre Standard MAX/500 is a fibre optic internet plan that provides download speeds of up to 950 Mbps and upload speeds of up to 500 Mbps. It is suitable for larger households, or those with need for multiple users, online gaming, 4K streaming, or large file uploads and downloads.

Copper VDSL (Very High Bitrate Digital Subscriber Line) is a high-speed broadband technology that uses copper telephone lines to deliver faster internet connections. It works by transmitting data over existing copper infrastructure while providing faster speeds than traditional ADSL, making it ideal for streaming, online gaming, and downloading large files. It’s a cost-effective solution for areas where fibre optic connections are not yet available.

Copper ADSL (Asymmetric Digital Subscriber Line) is a broadband technology that uses copper telephone lines to provide internet access. It offers lower speeds compared to VDSL and is typically more suitable for basic internet usage and small households.

While Copper ADSL can support online gaming and basic streaming, it may not provide the same high speeds as VDSL or fibre connections. For a smoother gaming and streaming experience, consider our VDSL or Fibre plans if available in your area.

Please use the service lookup form on our Home Page to see if your address qualifies for Copper services. Please note that Copper is being phased out in New Zealand in favour of Fibre services in all areas over time, and it may no longer be available at your location.

You sure can, once Fibre services are available in your area. Simply use the service lookup tool on our Home Page to see if fibre is available, and place an order with us for it when it is. We might also contact you to offer fibre if it becomes available in your area.

You will likely need to purchase a new fibre modem to get connected when you make the switch.

You sure can, just Contact Us via this site and let us know you would like a static IP address. We charge $10 per month for this service.