What happens when I switch from my current provider?
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.
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.
Courier Tracking Details
CourierPost: If your tracking number begins with S and ends with N
Tracking Link: https://www.courierpost.co.nz/track/track-and-trace/
Contact number: 0800 268 743
If fibre is already installed at your address then getting connected is super fast – we can get you up and running the next day in some cases.
If fibre is not installed at your address, it can take a bit longer because there will be some physical work at the property needed. Usually, this is around a couple of weeks, but it could be faster or slower depending on the level of work needed to install it at your place.
Getting ADSL or VDSL broadband connected can take up to 10 working days.How do I change my connection date?
We require 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 due to technician availability and/or it's fully booked.
Copper Connection (ADSL/VDSL)
Get in touch with our team via our Contact Form or over the phone on 0800 13 14 15 if you wish to change your ADSL/VDSL connection date.
What do I do on my broadband connection date?
On your connection date you should receive both a text and an email to say you are all up and running.
What do I do next?
At this point you can simply plug in your Orcon modem following the instructions provided.
Refer to the 'My internet is not working' page if you are unable to connect. It will guide you through some troubleshooting steps and checks you can perform in which may help establish a connection.
If you have performed all the troubleshooting steps stated in the help article, please give our Technical Support Team a call on 0800 13 14 15 or contact us via our contact form.