Yes, you will need to supply your own modem/router to use our services. We don’t supply these devices since we believe customers should be free to use the devices that best suit their own home and their own needs.

This way you can select a device with the features, wireless coverage, and within the price range to best suit your own needs.

Any standard modem/router that the manufacturer says will work in New Zealand should work on our services.

Fibre modems may require the “VLAN 10” tagging setting to be enabled.
DSL modems will require PPPoA services that work in New Zealand.
See the technical setup information below for more detailed specifications.

Please search online for your modems manufacturers instructions to complete a factory reset.

For new fibre customers, a local fibre provider will come to your home and arrange to install the required fibre cables, ONT and power equipment. They will arrange this directly with you. For more information, see What is the fibre installation process?.

New copper customers are no longer being connected by the local providers.

If you are transferring your connection from another ISP, most of the time you won’t need to do anything at all. Your existing modem will automatically connect to our network and start working. If it doesn’t, we will have emailed you the information you need to get it setup and working with us.

After installation, you do the modem setup yourself. Once your copper or fibre service from us is live, you must ensure your modem is powered on, connected to the phone jack or ONT, and is setup for the New Zealand location within its setup interface. Once that is done, your modem will connect to us and you will be online.

If you need additional help onsite, please contact your local preferred provider of IT and computing services.

For customers who bring their internet to us from another provider, and who already have a modem, your new connection will usually start working on our network without having to make any changes to it.

However, if your internet connection is not working after we have advised you that your new service is live, please make sure you have checked the following setup items.

• Make sure your modem is powered on.
• Make sure the Internet or WAN cable from your modem is connected to the matching port that is lit up on your ONT (for fibre), or your phone line jack (for copper).
• Try restarting your modem. We recommend turning the modem off both using it’s power button, if it has one, and removing the power cable entirely for at least 5 minutes, then plug it back in to power and turn it back on, and try checking the internet again after 2 more minutes.
• If still not connected, you may need to login to your modems management page and check the setup matches our Technical Setup info on this FAQ page for your service.
• You need to check that the following details are correct in your modem’s setup screen;
  • Fibre:
    • Connection Type: PPPoE (not DHCP or Static IP)
    • Username and Password: are filled out to match the information we sent you
    • VLAN tagging: is disabled, or set to the VLAN ID number to match the information we sent you
    • Country: If available, choose New Zealand
  • Copper (ADSL/VDSL):
    • Username and Password: are filled out to match the information we sent you
    • VLAN tagging for VDSL connections: set to the VLAN ID number to match the information we sent you, typically “10”.
    • Country: If available, choose New Zealand
• If your modem includes an “Internet Setup Wizard” or similar feature, you may run that tool to setup your modem, but note that this may change your modems login password and/or wireless networking setup or password.
• You can consider completing a “factory reset” on your modem to remove all it’s settings, and set it up again from scratch. Only do this is you are comfortable setting up your modem as if it was a new device. Consult your modem’s manufacturer for instructions on how to complete a factory reset process.
• You can contact us for offsite technical support during business hours at this link: Contact Us. Please note that service charges may apply for extended technical support, and these charges will be advised to you by our team before they are incurred.
• You may wish to contact a local IT support business to assist you. Note that any costs arising from this will not be reimbursed by us under any circumstances.

We assign your modem a static IP address on our network automatically if you have purchased one. You don’t need to setup anything in your modem to make this work, unless you have purchased more than one.

If you do purchase multiple static IPs for your service,  you will need to add all the non-Primary IPs into the WAN configuration for your modem or router.

ADSL:
VPI: 0
VCI 100
Multiplexing: VCMUX
MTU: 1500
Encapsulation: RFC 2364 (or PPPoverATM / PPPoA)
PPP auth type: PAP
PPP mode: Always on (dial on demand disabled)
Operating mode (ADSL2+): Auto or G.992.5 Annex A
Operating mode (ADSL2): Auto or G.992.3 Annex A
Operating mode (ADSL1): Auto or G.992.1 (G.DMT) or ANSI T1.413 Issue 2. Don’t use G.992.2 (G.Lite)

VDSL:
Operating mode: VDSL2
PPP protocol: PPPoE
PPP auth type: PAP
Encapsulation: 802.1Q
PCP marking: 0
VID: 10
MTU: 1500 or Auto

Both ADSL & VDSL:
PPP username: your username*
PPP password: your password*

*We don’t require a username or password when you connect to our network, because we use Port Based Authentication. We will provide these details to you upon signup, as a backup and for troubleshooting purposes, but they are not required to get connected. If your modem requires you to enter these, you can enter any details you like.

Your modem must be capable of throughput speeds in line with your purchased internet services capabilities, in order to receive maximum internet speeds on our network. If it is not, please purchase a new modem.

Connection Type: PPPoE
Operating mode: MDI/MDIX
PPP protocol: PPPoE
PPP username: your username*
PPP password: your password*
PPP auth type: PAP
PPP mode: Always on (dial on demand disabled)
Encapsulation: 802.1Q
PCP marking: 0
VID (or VLAN): “UNTAGGED/EMPTY” or “10”, according to the documentation we sent you when you signed up.
MTU: Auto or 1500

*We don’t require a username or password when you connect to our network, because we use Port Based Authentication. We will provide these details to you upon signup, as a backup and for troubleshooting purposes, but they are not required to get connected. If your modem requires you to enter these, you can enter any details you like.

Your modem must be capable of throughput speeds in line with your purchased internet services capabilities, in order to receive maximum internet speeds on our network. If it is not, please purchase a new modem.