How can we help?
Do I need to pay any installation fees?
- 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 happens when I switch from my current provider?
I've place an order, what now?
Once you place your order, we'll book an appointment for your connection. When an order has been placed, your current provider will be notified on the back-end that we wish to take over the services.
If you have not given us your current provider's account information, please get in contact with us here with the following details:
• Current service provider name:
• Account number:
• Name on the account:
• Homeline number (if applicable):
Is there anything I need to do in the meantime?
We will take care of placing the order for you, however we do recommend for you to do the following.
• Give your current provider notice that you are moving your services over to us.
• Leave your services active with your current provider so we can take over the existing service with minimal delay.
• If you have already scheduled a disconnection, please contact your current provider to stop the cancellation as the cancellation order will affect our ability to get you connected.
• Once you are connected with us, please contact your current provider to ensure that your account has been cancelled. This is to make sure that billing stops on their end.
You need to have received your modem (we'll send it out before the installation date), have organised someone responsible (like you) to be at home for the day of the installation, and have considered where to put your ONT and WiFi modem - you can discuss your ideas with the technician on the day.Where should I get my ONT installed?
The ONT or Optical Network Terminator is a unit which is responsible for converting light from your Fibre cabling into usable Internet data.
The ONT unit itself sits permanently inside your home and can be positioned anywhere sensible within your home.
Please be clear and sensible on where you would like your ONT positioned.
- The ONT is somewhere where it is accessible in the event a Fibre fault arises and you need to relay the information back to your ISP.
- The ONT needs to be positioned somewhere where Children and Pets are not able to access the unit also
In a new house, there may be a patch panel (metal box) where the ONT can go. Your WiFi modem should NOT go in this box, you should request for it to go somewhere else. See the WiFi FAQ for more information.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.
All local installers have a policy of reinstating your property with the same material e.g. if they need to cut through tile or concrete. Bearing in mind there are some limitations, such as new concrete won't look like old concrete. It may take up to 10 days after your Fibre installation for the techs to complete this process.Modem Delivery FAQ
Yes, you will be provided with a free rental modem to help get you started. The modem will need to be returned if you decide to cancel your services with Orcon.
Please review this article on how to return your Orcon modem.
Our standard courier fee is $14.95 and this will reflect on your first invoice.
Please note: we will not charge you if we need to send out a replacement modem and will even send you a pre-paid and addressed courier bag to return your old modem.
We will send you a modem once a connection date has been established by the local installer (i.e. Chorus).
A track and trace number will be sent to the email address on the account once the modem has been picked up by the courier company.
The modem delivery timeframe is 2-5 business days from the day you receive the tracking details.
If you have just placed your order, please contact us via our contact form or on 0800 13 14 15 so we can forward this request to the appropriate team.
Please contact the courier company if the modem has already been picked up. All that is required is for you to provide them with the tracking details and the address you would like the modem redirected to.
If you have a tracking number then please check on the relevant website (details in the section below) to see where your modem is. It may be that the modem delivery has been attempted but is now at the couriers local depot waiting for you to call.
If you have not received a track and trace number please contact us via our contact form or on 0800 13 14 15 so we can find out where your modem is and get it to you as fast as possible.
The courier driver may have left the package in a secure area on your property.
Give the courier company a call if you cannot locate the modem. Their contact details are provided in the section below.
Courier Tracking Details
CourierPost: If your tracking number begins with S and ends with NWhat if you need to dig up my land to lay the fibre?
Tracking Link: https://www.courierpost.co.nz/track/track-and-trace/
Contact number: 0800 268 743
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 is meant by a “standard” install? Will it always be free?
The costs of a ‘standard’ residential installation will be covered by your Local Fibre Company (LFC).
Each LFC has a slightly different set of rules around what is ‘standard’ – if your installation isn't considered to be 'standard' then Orcon or the LFC will discuss potential charges before any work is done. Don't worry about this too much, we've only had to charge for a handful of installations out of the thousands of fibre connections we've done!
Right now, all standard installations are free for the foreseeable future however this isn't guaranteed to be the case forever - so if you can get fibre we recommend getting on board to take advantage of the free installs now!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.
Build work is required when your installation is more complex than usual, e.g. down a long driveway, over a wall or up a hill. With build work, the fibre cable will be installed from the street up to the outside of your house before the actual connection date.Why would I need a neighbour's consent?
You will need a neighbour's consent if your installation is going to affect other properties, e.g. if you share a driveway or live in an apartment building. Those property owners need to give consent for the work to go ahead before your local installer can proceed.Can I ask for the external fibre installation to be done in a specific way?
Yes, you can say to how you'd like the installation to go - bear in mind that if your request is outside a standard installation, then your installer may apply a charge. We recommend discussing your requirements with your technician, and if charges apply they will let you know so you can make an informed decision as to how you'd like to proceed.
Still have questions?