Broadband and Home Phone Terms and Conditions

General Broadband

1. The following terms apply to all broadband Plans except as varied below:

   • All traffic, both upload and download, will be counted toward your data usage.

   • You will be charged per GB or part GB once you have used your allocated data allowance.

   • Any unused data will not be carried forward to the following month.

   • If there is a power cut then broadband, and any Services which run over it including VOIP (voice calling over broadband), may stop working unless there is battery backup in the home.

   • Statements we make about broadband speed are not guarantees about continuous speed. Where a download or upload speed is specified, the broadband Services are capable of speeds up to the speed stated, but it may not be available at that speed constantly.

2. See our website for our internet plans.

3. If you are on a fixed contract term and terminate before the end of your contract term, early termination Charges apply. See your Plan details for the amount.

4. For open term (1 month minimum) a modem does not come with the Plan. A Ping modem may be purchased for an additional cost.

5. Additional Charges may apply for items such as non-standard installations, additional in-home technician work performed at time of connection, or if you do not return hardware that belongs to us.

Fibre Broadband

1. For Fibre Broadband Services, you must agree to the terms of your Local Fibre Company (“LFC”). If you are not the property owner, you must confirm that you have obtained your landlord’s consent to all works required by the LFC to provide the broadband Services at the property.

2. The current LFC End User Terms can be found at:

   • Whangarei - Northpower Fibre Ltd

   • Central North Island including Hamilton (Waikato), Te Awamutu, Tokoroa, Tauranga (Bay of Plenty), Cambridge, Whanganui/Wanganui - Tuatahi First Fibre

   • Christchurch - Enable Networks Ltd

   • All other areas - Chorus New Zealand Ltd

Wireless Broadband, Modem and Installation

1. Home Wireless Broadband and rural Wireless Broadband are delivered over our mobile Network. Wireless Broadband Services are only available in areas with sufficient 4G or 5G coverage.

2. You will be charged for Wireless Broadband from the date we ship your modem to you.

3. Wireless Broadband requires a Ping 4G or 5G modem.

4. Self-installation of the Wireless Broadband modem can be carried out using the instructions provided with the modem. Once the Wireless Broadband modem has been activated you can contact our Customer Service team and they will perform additional checks to test whether there is sufficient coverage for the Service to work.

5. Once the modem is installed, you are responsible for the care and maintenance of the modem.

6. The modem you receive contains a SIM card. You may not use this SIM card in any other device. It remains our property and you must return it to us on request.

7. Your modem can only be used to receive the Wireless Broadband Service at the location specified at the time of sign up. If you are moving, please contact us. If we identify that you have used the modem at any address other than the specified location, we may terminate this agreement.

8. If you are moving to a location where Wireless Broadband is not available, you will need to terminate your contract with us. Early termination Charges may apply.

9. Wireless Broadband modems require mains power. If there is a power failure, Service will not be available, including home phone calling to emergency services.

10. Data usage is measured in 10KB blocks, rounded upwards at the end of a data session or every 20 minutes, whichever comes first. Usage outside of your data bundle allocation is charged at a per MB rate as specified in the relevant Rural Broadband pricing plan. You will be charged on a per MB basis, so if you go over your data allowance by 20KB you'll be charged for the full MB.

11. We may use traffic management policies at any time, including where doing so will improve the overall performance among our customers.

12. Fair use policy applies.

13. The Wireless Broadband Service excludes activities such as auto dialling, telemarketing, call centres and using Cellular Trunking Units (CTUs) and use as a gateway server.

14. Billing is on a monthly basis. Your first monthly bill will include part month charges plus a month in advance.

Calling Rates

1. View your offer details for specific call rates. Standard rates below:

   • Local $0.02 /min

   • National $0.03 /min

   • Mobile $0.16 /min

2. If you have a calling add-on, calls not included in your calling add-on will be charged at the standard per minute rate. Calls over two hours to destinations included in your calling add-on will be charged at the standard per minute rate.

3. If you are calling an overseas mobile (unless a special mobile rate is listed) it will cost the same as the per-minute rate for that destination.

4. Calling features are billed on a monthly basis in advance on your billing cycle.

5. Calls are charged at the rate which is applicable when the call is started. Where a call is not a local call there is a one minute minimum Charge for calls. All calls are rounded up and charged by the minute unless we tell you otherwise (e.g. if your call was for 1 minute and 40 seconds, you will be charged for 2 minutes).

6. If you call a 0900, 018, 059, 0161, 123, calling card access number, audio conference or any other special number or service number for other Network Operators you will be charged additional rates as published by the relevant service provider. It is your responsibility to check the applicable rate for the call you are making.

7. For voicemail, we may limit the number and duration of messages that can be left on your voicemail Service.