Support
Something not working?
Here's the quickest way to reach the right person.
Existing customers
Raise a ticket in My Account
This is the fastest route. Logging a ticket through the portal means it arrives with your service details already attached, so nobody has to ask you which connection or which site you mean.
Go to My AccountEveryone else
Call or send us a message
Not a customer yet, or can't get into your account? Call us on 04 555 1500, or send a message and we'll come back to you.
Send a messageWhat to have ready when you report a fault
None of this is essential, but having it to hand usually saves a round trip.
- The site or address affected, if you have more than one
- Roughly when it started, and whether anything changed just before
- Whether it affects everyone or just one person
- Whether it's constant or comes and goes
- Any lights or error messages on the equipment
Common questions
What are your support hours?
Our standard support hours are business hours, New Zealand time. Arrangements for urgent after-hours faults depend on your service agreement — if you're not sure what yours covers, ask us and we'll tell you plainly.
What if it's urgent and out of hours?
Call us. If your service includes after-hours cover, the call will route accordingly.
The internet is down — how do I report it?
If you can get online on a mobile, the portal is still the fastest route. If not, call us. It's worth checking whether the equipment has power and whether the outage affects the whole site before you call, since that's the first thing we'll ask.
How do I make a complaint?
Tell us first — most things are resolved fastest that way. Contact us through the portal or by phone and we'll work through it with you.
Not a customer, but wish you had someone to call?
That's usually the reason people move their services to us.