How can we help?
Product Offer Summaries
Click on one of the links below to view the the offer summary for your desired product type.
The Apple TV 32GB offer is valid for a limited time only and is subject to change by Orcon without notice.
This offer is not valid with any other offers.
This offer comes with a 24 month contract and a $250.00 early termination fee applies. The Apple TV 32GB will be shipped once a Fibre connection is established and usage is recorded on the account.Orcon UE Boom 2 Offer
The UE Boom 2 offer is valid for a limited time only and is subject to change by Orcon without notice.
This offer is not valid with any other offers.
This offer comes with a 24 month contract and a $199.00 early termination fee applies. The UE Boom 2 will be shipped once a Copper connection is established (and usage is recorded on the account).Returning your Orcon Modem
When you first sign up with Orcon we may provide you with a free rental modem to help with getting your services up and running.
If you decide to leave us and cancel your services, the rental modem that was provided will need to be returned. A pre-paid modem return bag will be delivered to the address in which you had active services, and should arrive within 3 – 5 business days from your desired cancellation date.
If you would like to change the delivery address of the pre-paid return bag, simply email us with the desired address on [email protected] or use our ‘Contact Form’ on our website.
Once you receive the bag, place the modem and cables in the bag and drop it off at your local post office or organise for a courier to pick it up.
If the modem is not returned, there will be a modem non-return fee of $100.00.Medical Dependency Register
The Medical Dependency Register is for Orcon Homeline customers who have a diagnosed life-threatening medical condition and are at risk of rapid deterioration and their life may be at risk without access to a home phone service.
What is a Medical Dependency Register?
Orcon will endeavour to contact customers on the Medical Dependency Register if their account is overdue and before their home phone service is restricted or cancelled.
Registering with the Medical Dependency Register does not guarantee service continuity. Although less likely, services may still be suspended for non-payment or due to a fault / network outage. Customers who have a medical dependency on their home phone should also have a mobile phone, in the event that their home phone service is unavailable. Registering with the Medical Dependency Register does not make Orcon liable for any loss as a result of services not being provided.
Registering with the Medical Dependency Register reduces the likelihood of a customer’s home phone service being disconnected for non-payment but it does not mean that other services will not be terminated, such as Broadband.
Customers must apply to be on the Orcon Medical Dependency Register. If a customer on the Medical Dependency Register moves address or the name of the account holder changes then they will need to reapply.
Orcon does not charge customers to be on the Medical Dependency Register, although their doctor may charge a fee for a medical certificate to support their application.
Orcon will use your health information for the purposes of determining your eligibility to be included on the Medical Dependency Register, administering the Register and deciding whether services will be provided including at times of non-payment.
The following medical conditions are indicative of reasons why a customer will want to be on the Orcon Medical Dependency Register:
- People who are known to be at high risk of respiratory emergencies
- People who are known to be at high risk of mental health disorders
- People who are dependent on medical technology in the home
- People who are known to suffer from conditions which may cause them to suddenly lose consciousness
- People who are at a high risk of cardiovascular emergencies
- People with a known medical condition who live alone without the necessary support of others including those in remote locations
This form is to be completed by the Orcon Homeline Account Holder or their Representative. It requires proof to be attached from a Medical Practitioner confirming that someone who lives at the address is dependent on telephone access for critical medical support. Once the completed form is received together with a medical certificate and assuming it is deemed by us to fit our criteria of when a customer should be placed on the Medical Dependency Register the person will be placed on the Register for 1 year maximum.
Please download and email the completed form and medical certificate to:
or post to:
- PO Box 302362
- North Harbour
- Attention: Collections Team
- If you currently have an active phone or fixed line broadband service at your address then we’ll waive the setup fee when you sign up for a new 12 month contract.
- If there has been an active phone or fixed line broadband service at your address within the last 2-3 months, then we usually can set you up, and we waive the fee if you sign up for a 12 month contract. However, there is a possibility that extra work needs to be done, so if this is the case there will be a $99 installation charge.
- If you have a brand new address, or no internet or phone has been connected for quite a while, then there may be a full installation required. The charge for a full install is $299.
If you’re wondering about getting fibre (UFB) installed then our helpful sales team can also assist you with this. You can reach our sales team on 0800 JOIN US (0800 56 46 87). If you are looking for our business products then please call our business sales team on 0800 55 2000.
We’ll always endeavor to email you before going ahead with any extra charges relating to installation that aren’t covered in the sign up process. This means that if you purchase a plan online, we’ll make sure to let you know if anything crops up that wasn’t disclosed during sign up.What contracts apply when I join Orcon?
When you join Orcon, a 12 month contract term applies. We're not being mean, this is just so we can cover the cost of nice things like a free installation and a modem which other providers charge you for.
For more information in regards to contract terms, please see our terms and conditions.What if my tracking number doesn’t work?
This simply means that your modem has not yet been sent from our supplier but is about to be shortly. We send our modems when we receive a confirmed installation date which is also the day you get the track and trace number texted to you to allow you to have plenty of time to receive it before your Broadband is connected.What happens when I switch from my current provider?
Once you place your order, we'll book an appointment for your connection date. On this date, your old provider's service will be disconnected, and we'll text you to let you know when your new Orcon connection is live.
It pays to double check with your old provider that your account will be closed once this is complete.Is wiring and maintenance insurance included in your plans?
Wiring and maintenance insurance is optional, and costs $3/month.
ADSL and VDSL connections can take up to 10 working days to complete. If you select "ASAP" as your connection date when you sign up we'll book the next available appointment.
UFB is slightly trickier to gauge, as it depends on the property and what's involved in getting fibre into your premises. We'll ask the Local Fibre Company to connect you as soon as possible. If you need it connected on a specific date we can request it, if that date doesn't work out to be feasible we'll connect you as soon as possible thereafter. In some situations the Local Fibre Company will need to gain consent to install the services, if this is the case they will contact you to arrange this work.What do I do if I need to change my order?
Please contact our sales team on 0800 JOIN US (0800 564687) as soon as you realise so we can action your request.How do I sign up for Orcon Broadband?
So you’re interested in signing up? Awesome! We offer two ways to get connected.
The first is via this website – click here to see our residential plans, select the plan you like, check the availability at your address and then follow the steps to submit your order.
If you prefer to talk to one of our ‘orsome’ Orcon people, give us a call on 0800 JOIN US (0800 56 46 87) and they’ll run you through the sign up process.What if the connection date issued doesn’t work for me?
Only some technology types require you to be present for an install. Most of the time it’s all done at our exchange. If you find the install date does not work and you are getting one of the following installs please contact our sales team on 0800 JOIN US (0800 564687) ASAP so we can try rearrange the date.
- Broadband with a Full install (You will be made aware if this is required)
Please be aware we need as much notice as possible to change a date to something that suits. If you're trying to change it to an earlier date with short notice, we may not be able to secure that date.What does the installation cost?
All standard installations are free!
If your installation isn't considered standard and there is a cost involved, then we'll be sure to let you know of these either during the sign up process or before you are connected.Orcon Xbox One S Offer
- Xbox Offer valid for a limited time only and is subject to change by Orcon without notice.
- Not valid with any other offers.
- 24 month contract and $500 Early termination fee applies.
- Xbox One S will be shipped once a Fibre connection is established.
- Xbox One S black vertical stand pictured not included.
Xbox One S warranty information
Awesome, you got your Xbox One S with your Gigantic plan – now there’s a few things to know about its warranty:
Your Xbox One S comes with a 24-month warranty with Microsoft. When your Xbox is on its way, we’ll send you an email – keep an eye out for the email as it will also include the warranty details. You’ll also get a warranty insert with the actual Xbox itself when it arrives.
If you need to make a claim for a faulty Xbox, Microsoft will require a proof of purchase. You can find this on your Orcon invoice (listed as: Xbox One S $0.00)
To make a claim, register your Xbox with Xbox.com here – it’s a good idea to register your product as soon as you get it so they have your information safe. Once registered, you’ll be able to see how many months remain on your warranty and request any repairs with Microsoft.
What if the Xbox is not working straight out of the box, or, it stops working within the first 20 days?
If your Xbox One S is faulty when it arrives or within the first 20 days, Orcon can replace it for you. Please contact us at https://www.orcon.net.nz/request_support and one someone from the team will be happy to help you out.What broadband packages does Orcon offer?
Orcon offers a range of different broadband packages to suit different needs. Click here to see what we've got available right now and place an order online!
If you'd prefer to speak to someone when you sign up, our friendly sales team are available on 0800 56 46 87.Is Orcon broadband available at my place?Orcon broadband is available almost everywhere. Click the links below then enter your address:
What is Family Filter?
Family Filter provides a non-intrusive first line of defence for your home against the more unsavoury corners of the internet.When Family Filter is ON it protects your family against:
Please note: We cannot guarantee that we block 100% of the above content, but we try our best, and block the vast majority.You can toggle Family Filter on or off as you see fit in My Orcon. Please note Family Filter is currently only available in the New My Orcon. Please contact us at https://www.orcon.net.nz/contact if you wish to get this service.How does Family Filter work?When Family Filter is on, sites, video and images will be filtered from any browser connected to your internet connection, including phones and tablets connected via Wi-Fi.All filtering is done in our network so you don’t have to load any software on your devices.How do I turn Family Filter ON?Go to My Orcon and Click on Family Filter. You will be asked to “Subscribe to Family Filter”, currently we are offering “12 months Free Family Filter”, once this offer expires you will be charged $5 per month.You will be able to turn Family Filter ON and OFF in My Orcon. Unsubscribing to the service will remove the service completely.Please note Family Filter is currently only available in the new My Orcon.What does Family Filter cost?Family Filter is $5 per month, currently we are offering “12 months Free Family Filter”. Subscribe to the service by going to My Orcon and clicking Family Filter.Will Family Filter slow my internet connection down?No Family Filter will not interfere with your internet speeds. We use intelligent firewalls with sufficient throughput to ensure your internet speed is unaffected.Do I still need Anti-Virus software if Family Filter is turned ON?Yes, we recommend all devices have up to date security software installed.Can I get alerted if someone at my house tries to access blocked content?Family Filter is anonymous and we do not provide any reporting facilities on blocked content unfortunately.
- R16+ sites, pornography, and nudity
- Known hacked or infected websites
- Dating, drugs, gambling, alcohol, tobacco sites
- Websites about hacking, dark web, and other illegal activity
- Suicide and self-harm sites
Does Family Filter work with VPN/DNS products (i.e Unblock Us) or sites?
These internet services are not supported with our Family Filter product.
How to contact Orcon
We love great customer service. Which is why we’ve made some changes to way we help our customers, to ensure we’re providing the fastest and best quality support possible.
Drumroll please… we listened loud and clear and brought our call centre back home! So now every time you contact us, you’ll be happy knowing you’re talking to someone based right here in New Zealand.
The way customers can contact us have changed a bit too:
For all general queries – that’s help with your account, questions about a service or upgrading your plan, or other random questions that aren’t tech-related – you’ll need to email us. Email us directly at: [email protected] or visit: www.orcon.net.nz/contact.
We have a top team of email agents based in NZ ready answer your email. Our email hours are 9am-7pm Monday to Friday and 10am-5pm on weekends and public holidays and we aim to get back to all emails within a few hours. Just make sure to include the important details (account number, phone number, email address – you get the drill) so we’ll be able to find your account and help even faster.
We've invested heaps of time making sure everything is at your fingertips – so before emailing or calling, it’s worth checking out our awesome online support section to see if you can find help that way: help.orcon.net.nz.
The My Orcon online account tool has also been upgraded to do awesome things. You can view your bills, data and power usage, move your connection to your new house, add new products and services and even change your plan. Log in to your account here and see what’s on offer: www.orcon.net.nz/myorcon or download the mobile app from the App Store or Google Play.
All technical queries can be taken over the phone by our experienced technical support team.
Technical queries include things like: troubleshooting for Orcon home broadband, homeline, VoIP, mobile, tolls and webmail products, as well as things like modem and set up assistance.
Got a technical issue? Call us on: 0800 13 14 15. We’re open to help 8am-10pm Monday to Friday, 8am-8pm on Saturday, and 10am-8pm on Sunday and public holidays.
Orcon now offers live chat for quick questions and fast responses, via customers’ My Orcon online account. You can ask us pretty much anything here! Our chat team ours are 9am-5pm Monday to Friday. Log in and chat to the team: www.orcon.net.nz/myorcon.
If your account is overdue (we would’ve let you know by now!), or you’ve been blocked or cancelled due to non-payment, you can pay online here: www.orcon.net.nz/myorcon/#/pay, via credit card on 0800 89 6722, or email the credit team to see about a payment plan: [email protected] The team operates 8.30am to 5pm Monday to Friday
Got something to tell us?
We want to keep our customers happy and welcome feedback. If there’s anything you’re not happy about, the sooner you let us know the better – email us: [email protected] or visit our Feedback page for more options: www.orcon.net.nz/feedback.Are any services incompatible with Orcon Tolls?
Yes, there are certain services that Spark provide which you cannot use if you are an Orcon Tolls customer. These are:
- DDI extension
- Dual number
- Faxability number
- Call re-address
- Priority service
Please check your Spark bill for these before deciding to become an Orcon Tolls customer.What are Call Waiting/Call Minder/Caller ID?
When you are on the phone and someone else calls you will hear four short beeps on the line. You can then switch between the calls by pressing the 'recall' button on your telephone.
Call Minder does the same job as an answer phone, but you don't have to have one sitting in your house. Record your own greeting that callers will hear. You can listen to your messages from any touch-tone phone in New Zealand.
Caller ID shows you the phone number of the person making the incoming call. You will need a Caller ID compatible phone, or a separate Caller ID display unit.
We'll do our best to move your current number with you. If we can't, you'll have a whole range of numbers to choose from.
Orcon Genius is a super smart home phone service that runs via your broadband modem over the internet. It's easy to use, future proofed, and compatible with most broadband connections.
Genius puts your home phone over the internet using a technology called VoIP. You get to keep your existing phone number, and you don’t have to pay a separate landline rental.
You no longer need to use the phone jacks in your house; you just plug your home phone handset directly into the phone jack on your Orcon Genius modem and away you go.
Please note that if you have any monitored alarms, medical alarms, or other services that use a traditional home phone line, then you need to talk to your provider about finding an internet based or alternative solution. If the power goes out or if the modem has a fault, the phone service will not be able to work.What kind of fibre installation process will I go through?
The companies in charge of conducting the UFB installations around the country divide installations into three types, depending on the type of property.
If you live in a standalone house, near a roadside, these installs are normally the easiest to complete and require the least amount of work.
If you live down a right of way, or in a block of flats or apartment, there’s a bit more preparatory work needed before the technician can start an install, so this can slow things down a wee bit.
Right of Ways (ROW)
If you live down a driveway that is shared by one or more of your neighbours, then the installation becomes more complex.
Because the install process will affect other peoples' properties, the company doing the installation needs to gain consent from the owners of the houses that share your drive before they start work.
They will send letters to all the homeowners, and once these are all signed, they can start the work. This can begin to drag out if property owners are absent, overseas, or difficult for the LFC to contact.
If you live down a ROW, we recommend speaking with your neighbours who share your driveway, so that by the time they receive these consent forms they will know exactly what they are for, and will sign and send them back more promptly.
Multiple-Dwelling Units (MDUs)
The final type of installation is where you live in a building that has several apartments, units or flats. These are usually ‘Multiple-Dwelling Units (MDUs)’ (we love a good acronym in Telco land). With these installations, the technicians also require consent, this time from the property manager of your building. Once again, they will seek out your property manager, and have them sign a form saying they consent to the fibre installation going ahead.
Sometimes the best way to get the fibre to your house is underground. Just like laying electricity cables, or a gas line, this can require the installers to dig up some ground, or even cut some concrete.
The installing companies have what they call ‘a full reinstatement policy’ for all surfaces on a like-for-like basis. What this means for you is that your concrete will be replaced with concrete, turf with turf, although an exact match of surface isn’t guaranteed.What's the installation process for an ROW or MDU?
When getting fibre installed in a right of way (ROW) or multi-dwelling unit (MDU) situation, these are the steps involved:
- Consent - Your LFC will need to gain legal consent from all neighbours or landlords that are affected. The home-owner will need to sign and send back a consent form that your LFC will send out to them.
- Scoping - Once all consents have been received, your LFC will then scope the site by looking at council plans of the property, viewing it from the street, and possibly conducting a site visit to come up with a design plan.
- Build - After scoping, the designed plan will be put in action. This can include bringing the fibre down your ROW/MDU, and some work in your street if necessary.
- Install - The Build part brings fibre will up to your premises, but not inside your home just yet. Your LFC will then schedule the internal part of your installation. Once this is completed, you will have working fibre!
At the moment, this process can take up to 2-3 months. We appreciate this is much longer than you are used to, and are working with LFCs to try and reduce this time.What do I need for Broadband?
If you're looking at getting broadband at home, this is a list of everything you'll need to get setup for good old ASDL2+ broadband.
You will need an “ADSL2” broadband modem to connect to the Orcon broadband network. If you currently have broadband with another provider, then your existing modem should be able to connect to Orcon broadband. We can also rent you a modem if that suits.
Note: If you are signing up to one of our Orcon Genius plans then you will need one of our specially designed and shiny Genius modems, and we’ll be happy to provide one.
For us to provide you with broadband, your house needs to be wired up for broadband and phone services. If you already have broadband, then no worries. If you don’t we can take care of all the necessary wiring for you.
To separate the voice and data streams coming over your phone line, you need to have a line filter installed which provides phone and internet jack points.
You’ll need one for each jackpoint that has something plugged into it. You can buy them at any electrical goods store.
Note: not needed with Orcon Genius (because it’s really smart).
Ethernet, wireless or USB-capable computer
We generally recommend you have a 1Ghz or faster computer with an Ethernet networking card or USB port onboard to get the best out of the internet. If you want to use a wireless network, then you'll need a computer with wireless connectivity built in, or you can purchase a USB wireless adapter.What does a full install involve?
A full install for an ADSL or VDSL broadband connection is where a technician installs a brand new DSL jackpoint in your home for your broadband connection.
Someone will need to be present at the address to allow a technician to do some work inside and outside your home, and may take up to four hours, depending on how complex the installation is.
Before the technician arrives, it is useful to consider the location of the new DSL jackpoint as this also determines the location of your modem. The location must be confirmed with the technician, but here are some things to consider:
- A central location: the closer to the middle of your house the jackpoint is, the better your WiFi signal will be distributed throughout your home.
- Signal blockers: walls (concrete block walls can have re-enforced steel in them) , mirrors, appliances (especially TVs, Cookers, microwaves, older cordless phones and radios), hot water cylinders and large metal surfaces may either block or interfere with your WiFi signal, so pick a place that avoids as many obstacles as possible.
- Cordless phones: if you’re on Genius ADSL or VDSL, your home phone will plug directly into the modem. This means that where you put your jackpoint is where your cordless phone base unit will also have to go, so consider where you’d like your phone to be placed.
Still have questions?