-
2023 Fibre and Copper broadband price changes
-
We get it, we don’t like price increases either. Our costs have gone up, so we need to make this change to help us continue providing you with the same great service you expect from Orcon and driving innovation so New Zealanders have access to great broadband.
-
The increase applies to all our Fibre and Copper broadband plans. The change does not apply to our Hyperfibre plans.
-
Yes, the price change also applies to fixed-term plans. As part of the terms and conditions of your plan, price changes can be made with 30 days’ notice.
-
Yes, you can change to another broadband plan if it’s available at your address. You’ll find our latest Fibre broadband plans here and our latest Hyperfibre plans here. You can learn about the different kinds of broadband here.
To change to another plan, get in touch.
-
We’d be sad to see you go, but if you decide that you want to cancel your Orcon services, let us know within 30 days of being notified about the change by giving us a call on 0800 13 14 15 and you can do so without incurring early exit or notice period fees – even if you’re in a fixed-term plan.
If you’re renting a modem from us, you’ll still need to return it or charges may apply.
-
If you have a direct debit or credit card payment method set up on your account, then there’s nothing you need to do. We’ll make the change on our end.
If you have an automatic payment set up with your bank, you’ll need to update the payment amount before the date shown on the email when we notified you of the change.
- Make sure you've been connected – you shouldn't get a bill until you're up and running.
- Check your spam or junk folders – sometimes the email is there.
- Confirm your payment date – it might not be ready.
- Log into My Orcon – you can find your invoices online.
- For Internet Explorer and Firefox – select 'Microsoft Print to PDF'
- For Chrome – change the destination to 'Save as PDF'
- For Safari – select 'PDF' and choose 'Save as PDF'
-
You can pay your invoices and check if your payments have been received through your My Orcon account. Just log in and your current balance will be displayed on your main dashboard.
If you need assistance logging into your MyOrcon account take a look at this article.
-
Payments completed through internet banking generally take 2-3 business days to process. You can check if your payment is received at any time through your My Orcon account. If your payment is not received after 3 business days, send our team an email with the information listed below and we will do our best to locate your payment.
- Bank account number payment completed from:
- Date of payment:
- Time of payment:
- Reference used on payment:
-
Payments completed at the NZ Post shop or Bank can take 2-3 business days to process. You can check if your payment is received at any time through your My Orcon account. If your payment is not received after 3 business days, send our team an email with the information listed below as well as a copy of your payment receipt and we will do our best to locate your payment.
- Branch of NZ Post shop or Bank:
- Date of payment:
- Time of payment:
- Reference used on payment:
- You’ve received at least one bill from us.
- You haven’t changed your billing frequency in the last 90 days.
- The service you have is up to date - legacy products aren’t compatible.
- Running our network
- Running our New Zealand-based call centre
- Modems
- Staff costs
- And all the other costs that come with running a business in NZ
You might have received a payment reminder email even though you've already paid us. Not to worry, this can happen from time to time if your payment hasn't been noted against your account when our automated process triggers the email.
If our payment details are correct, the reference matches your Orcon account number, and you've cleared the complete balance - that's it! We'll get your payment once it has been processed and make sure your account is up to date.
You can log into My Orcon to check the current status or set up an automatic payment method to avoid the reminder altogether.
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
How do I get a refund?If you have credit on your account that you'd like to get refunded, send us an email with your details and the amount you'd like back. We'll go over the process and let you know whether we need anything else – easy!
Our refunds are processed every Thursday and should be completed within the following few business days (depending on the banks).
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
Where is my invoice?Once a month we'll send you an email with a short bill summary to let you know that your invoice is ready. It briefly covers your total balance, any remaining amount from your previous bill, and your due date. Follow the link, log in to My Orcon, and jump straight to your current invoice for a full breakdown – easy!
No email?
If you haven't received an email about your bill, you should:
If you still can't find your bill, get in touch and we'll help sort it out!
Previous invoices
You can find your past bills under the View Previous Invoices drop-down in My Orcon. You'll see a list of invoices from newest to oldest, should you ever need to refer back.
Need something else?
Check out our billing options, a breakdown of your charges or some other commonly asked questions:
Why am I overdue?You might have forgotten to pay your previous bill by the due date or charges have rolled over from your previous invoice – don't worry though, it happens to the best of us! If you're ever in doubt, double check your invoice.
You'll want to clear the overdue balance if your services have already been temporarily restricted, this will automatically lift the block. If you don't have the funds available, check out our promise to pay feature and let us know when you can make a payment.
Get in touch if something isn't right with your charges and we'll help sort it out!
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
Can I print or download my invoice?Log into My Orcon and on the right hand side underneath your account balance, select the invoice you'd like to print or download.
Click the 'PRINT' button on the right hand side at the top of the invoice you've chosen – you'll get the option to select your printer or save the invoice as a PDF file. Awesome!
Depending on the type of browser you're using, saving your invoice might not be obvious:
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
Where is my payment?Sometimes payments do go missing and we want to make sure that we locate them as soon as we can and allocate them to your account.
If you've made a payment and noticed that it has not registered on your account within a few days, please let us know by getting in touch through our Contact Form.
Locating My Payments
Select how you completed your payment for information on how we can locate your payment. We recommend checking your bank statement first to ensure the payment transaction has successfully cleared.
You can choose to pay your bill weekly, fortnightly, or monthly in My Orcon using our flexible billing feature. You can even select a specific day which is really handy for making sure your bill is paid just after pay day, not just before!
Please note
You’ll have to meet the following conditions to change your billing frequency:
If you have a mobile on your account, this will still be billed every 30 days, regardless of the billing cycle you’ve chosen.
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
Where is my credit?Credit applied to your account won't be visible until the following invoice – this might be why you can't see it yet! Once you've received a bill after the credit was added, you'll find it under the Other drop down below Extras in the Extras section (multiple extras, we know) which is near the bottom of your invoice.
As we bill in advance, you'll want to pay any remaining balance on your previous invoice even if it is incorrect. Don't worry though, the following bill (with the credit) will be cheaper to compensate.
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
Why did my previous provider charge me?First and foremost, get in touch with your old provider so they can explain what the charges are for and make sure you aren't charged again. It's possible you've been charged for a notice period, a contract termination fee, or they're just unaware that you've changed providers.
If you haven't been connected with us yet, reach out to your current provider and advise them of your planned connection date so they can discuss potential charges and notice periods. We can reschedule your connection so you can give your provider the required notice if needed – just let us know!
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
How do I change my payment method?You can set up an automatic payment method in My Orcon at any time. You can add one if you've been making manual payments, update your details if things have changed, switch between direct debit and credit card, or remove it all together – easy!
If you're unable to remove your payment method or something doesn't look right, get in touch!
Need something else?
Check out our billing options, a breakdown of your charges, or some other commonly asked questions:
Where do my payments go?Have you ever wondered where your monthly bill goes? Spoiler: we don’t get to keep much of it.
Naked copper service example
Of that small portion that comes to us, we use to pay for: