How can we help?
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Topics
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Do I need to pay any installation fees?
Hopefully not!
- 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.
What contracts apply when I join Orcon?At Orcon we do not offer open term contracts for our broadband services.
A contract term applies when you sign up with us. This is so that we can cover the cost of nice things such as free installation, and a modem which other providers may charge you for.
- Copper Broadband (ADSL/VDSL) - minimum 12 month contract
- Fibre Broadband - minimum 12 month contract
- Power - no minimum 12 month contract for new power customers. If you signed up before 31st October 2019, a contract term may apply.
For more information in regards to contract terms, please see our terms and conditions.
Modem Delivery FAQModem Delivery
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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.
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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.
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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.
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The modem delivery timeframe is 2-5 business days from the day you receive the tracking details.
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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.
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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.
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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
Fastway Couriers: If your tracking number begins with NW
Website: https://www.fastway.co.nz/
Tracking Link: https://www.fastway.co.nz/tools/track/CourierPost: If your tracking number begins with S and ends with N
How do I sign up for Orcon Broadband?
Website: https://www.courierpost.co.nz/
Tracking Link: https://www.courierpost.co.nz/track/track-and-trace/
Contact number: 0800 268 743So 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 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.
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.
Broadband Modem:
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.
Household Wiring:
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.
Line filter(s):
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.
How long will it take to get connected?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.
ADSL While You WaitWhat is a port waiter?What’s the story?
Sometimes getting fibre installed is quick and easy, but sometimes it’s not.
Never fear, we have a fix.
We have introduced ADSL While You Wait – to make sure you are online (at a great monthly rate) while waiting for that fibre goodness.
How does it work?
Just select the fibre plan you want, and contact us here to let us know you want ADSL While You Wait. We’ll send out a modem that can be used on both copper and fibre, and set you up on an ADSL copper service for just $89.95 a month for unlimited broadband (add a phoneline for an extra $5.) We’ll work with the local fibre installers to get fibre installed as soon as we can, and switch you across to your fibre plan when it’s good to go.
Who should select ADSL While You Wait?
- If you are down a Right of Way
- If you are in an apartment or block of flats
- If you are moving into a house that can get fibre, but it’s not yet installed
If you have a current working copper connection, then you might be happy to leave this going until fibre is installed.
Contracts
Your contract will start from when your fibre install is complete.
Note: ADSL While You Wait not currently available for Orcon Business customers or on any Orcon Gigantic plans.
In a small percentage of cases ISPs sign up new customers or go to move an existing customer to a new address, only to find they can’t complete the order because of something called ‘port waiting’ or ‘port waiter’.
Each telephone exchange or cabinet has a set number of ports. The port is the thing we connect your line to in order to give you broadband access. What can happen is that we place a new connection order, only to discover that there are no spare ports at the exchange or cabinet.Think of it like turning up to a carpark and finding there are no spaces left.What happens next?
Well, in a nutshell we and the customer wait until a port becomes free.This happens when another user disconnects (maybe they are moving house, or have an extra phoneline that they no longer need). It’s extremely frustrating for everyone, but it is the way that the industry in New Zealand works at the moment.The problem affects all ISPs. If there are no ports, no ISP can connect you. You’ll need to look at other technologies like 3G in order to get online. The issue is compounded because we can’t tell when we place an order whether it will be able to proceed (we are often advised there is a free port, only to find this is assigned to someone else before we can connect to it), or if a customer will become a port waiter until it’s too late.We are working with the industry to improve systems and hope to soon be able to reduce the number of port waiters.Who do I contact to make changes to my order?Feel free to contact us if you wish to make any changes to the order you have placed.
Who do I contact?
• Changing Connection Type (ADSL/VDSL/Fibre)
Give our Sales Team a call on 0800 56 46 87.• Adding/Removing Power
Give our Sales Team a call on 0800 56 46 87 or flick our Customer Service Team an email via our contact form.• Adding/Removing Homeline
Flick our Customer Service Team an email via our contact form.• Additional Add-Ons
How do I change my connection date?
Flick our Customer Service Team an email via our contact form.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 its 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.
Fibre Connection
You may change your appointment dates via your MyOrcon account. Alternatively, get in touch with our team via our Contact Form or over the phone on 0800 13 14 15.
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.
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