Frequently Asked Questions


  • Where is Ashnet located?

    Ashnet’s office is located at Level1, 220 Queen StreetAuckland CBD, Auckland 1010

  • What is internet fiber?

    Fiber internet, also known as fiber optic internet, is a type of internet connection that uses fiber optic cables to transmit data. These cables are made up of tiny strands of glass or plastic that transmit information as pulses of light. Fiber internet provides faster internet speeds and greater bandwidth than traditional copper-based internet connections such as DSL or cable internet. With fiber internet, users can enjoy faster download and upload speeds, smoother streaming, and better online gaming experiences. Additionally, fiber internet is less prone to interference and signal degradation, making it more reliable than other types of internet connections.  

  • How fast will my Ashnet connection be?

    The speed of your Ashnet connection will depend on the plan you choose. Ashnet offers three plans, which you can check on their home page. 

  • Where can I return my Ashnet modem?

    You can return your Ashnet modem by visiting one of our offices at the following locations:

    • 55B/185 Great South Road, Manurewa, Auckland 2102
    • 5 Shortland Street, Auckland CBD, Auckland 1010
    • Level 1, 220 Queen Street, Auckland CBD, Auckland 1010

    Please ensure that you bring all the original packaging and accessories when returning the modem, and write your reference number on the package. 

  • Will Ashnet provide me with a modem?

    Yes, we provide the TP-LINK HX510 Whole Home Mesh Router.

    We can supply you with one router or more, depending on your needs, to ensure optimal coverage and performance for your home or business. Additionally, you have the flexibility to lease or buy the router(s) based on your preferences and requirements. The TP-LINK HX510 Whole Home Mesh Router offers reliable and comprehensive coverage, supporting multiple devices and high-speed internet access throughout your space. 

  • How long does it take to get connected with Ashnet?

    Getting connected with Ashnet is a quick process, taking only 1-2 working days. 

  • How can I sign up for broadband with Ashnet?

    You can sign up for broadband with Ashnet by visiting our at and choosing a plan that suits you, or

Modem Setup

  • How to connect landline phone to Chorus ONT

    Plug the cable for the landline into the TEL1 port on the chorus ON

  • How to change Wi-Fi password or Wi-Fi name?

    Contact Technical Support 

    We’re here to help!

    For New Zealand User

    Call: 0800 87 5465

    Login to the router by using this IP

    Admin Router

    Password: Admin@12

    1. log in to the router.
    2. There are 3 cases based on your models. Case 1. Please go to Wireless-> Wireless Setting, then you can see the wireless password.
    3. Case 2. Go to Basic -> Wireless, then you can modify the SSID and password.
    4. Case 3. For some models, the SSID is under the Basic Settings, and the password is under the Wireless Security setting.
  • How to change the login details for your Ashnet router Deco Mesh M4R?
    1. Connect your phone to Deco’s Wi-Fi network, then open the Deco app. 
    2. Click on More->Wi-Fi Settings. 
    3. You can change the Wi-Fi name and password on the Wi-Fi settings page. 
    4. If you want to change the wireless security type, please tap Security to select another one 
    5. Tap Advanced->Band to select the operating Wi-Fi band of the Deco.
    6. You can enable Hide this network from Wi-Fi lists switch if you want to hide your SSID, and when it is enabled, you will need to manually enter the SSID and password to join this network, and its WPS feature will be unavailable.
    7. Go back to the Wi-Fi Settings page and click on Save to save your changes
    8. Click on Share Wi-Fi, and you can send the Wi-Fi name and password to another person to connect to the Deco network.
  • What is Ashnet default password?

    Ashnet default password is, Admin@12  

  • How to change the login details for your Ashnet router TP-Link Archer A6?

    Contact Technical Support 

    We’re here to help!

    For New Zealand User

    Call: 0800 87 5465

    Settings: Dynamic IP Address

    VLAN: On

    VLAN Settings: New Zealand  

    Login to the router by using this IP  

    Admin Router  

    Password: Admin@12  

    1. Select the Advanced option from the top.
    2. Click on System Tools.
    3. Lastly click on Adminstration
  • How to Configure deco mesh unit for new connection

    Contact Technical Support 

    We’re here to help! 

    For New Zealand User 

    Call: 0800 87 5465 

    Settings: Dynamic IP Address 

    VLAN: On 

    VLAN Settings: New Zealand  

    1. On the Deco App, please go to “More”, tap “Advanced” and then click on “IPTV/VLAN”. 
    2. Enable IPTV/VLAN, click on VLAN Mode, if your ISP is in the list, tap your ISP name and the VLAN ID will enter on the VLAN page automatically. Here we take “New Zealand UFB/Ashnet fibre” for example. 
  • Setting up your own Fibre Router/Modem.

    After confirming that your service is active, proceed to connect your router with fibre capability. It should only take a few minutes to get started! However, if you encounter any issues, you may need to configure the modem using the settings provided below. 

    Manual setup 

    Make sure the modem is configured with these settings: 

    WAN Connection Type: DHCP (Automatic IP/Dynamic IP/IP over Ethernet) 

    VLAN ID: 10 

    NAT: Enabled  

  • Setting up Ash net Router/Modem.
    1. Set up ASH NET router by plugging the power in, and connecting the router to the Chorus ONT with the supplied White Ethernet Cable.
    2. Connect your devices to the ASH NET Router. The Wi-Fi password can be found on the sticker on the bottom of the router. The Wi-Fi name starts with ASHNET.

Managing my Account

  • How can I Cancel my account?

    You can cancel your account by sending us an email [email protected] with a 30days notice.

  • How much is the early termination fee?

    The early termination fee is $199+GST

Billing & Payment

  • AshNet Pro-rata Billing Explained

    Pro-rata billing is a method used by AshNet to charge customers for services based on the actual usage period rather than a full billing cycle. This is particularly useful in scenarios where customers start or end their service mid-cycle. Here’s how it works:

    Partial Month Charges:

    • When a customer signs up for a service or upgrades their plan mid-month, they are only billed for the days they use the service within that month, not the entire month.


    • The monthly fee is divided by the number of days in the billing cycle (usually 30 or 31).
    • This daily rate is then multiplied by the number of days the service was active during that billing period.


    • If a customer subscribes to a service costing $30 per month on the 15th of a 30-day month, they will be billed for 16 days (from the 15th to the 30th).
    • Daily rate = $30 / 30 days = $1 per day.
    • Pro-rata charge = $1 * 16 days = $16.


    • Fair Billing: Customers are only charged for what they use, making the billing process fair and transparent.
    • Flexibility: Allows customers to upgrade their service without worrying about paying for an entire month they didn't fully use.


    • Pro-rata charges are typically reflected on the next billing statement.
    • Invoices will show the breakdown of charges, including any full month charges and the pro-rata charges for partial months.


    • This billing method is commonly applied to subscription services, cloud services, software licenses, and any other services billed on a recurring basis.

    Visual Example:

    Assume a service costs $30 per month, and the billing cycle starts on the 1st of each month.

    • Customer A signs up on the 10th:
      • Daily rate: $30 / 30 days = $1 per day
      • Usage for the first month: 21 days (from 10th to 30th)
      • Pro-rata charge for the first month: $1 * 21 days = $21

    By using pro-rata billing, AshNet ensures customers are charged fairly and transparently based on their actual usage of services.



  • Pay at the bank or post office ( ASB Bank )
    •  ASB BANK  
    • Name: ASHNET 
    • Account: 12-3032-0313216-00
    • Reference: Your ASHNET account number or ASHNET reference number 

    You can find your ASHNET account number in your invoice. 

    Please note, that payments can take 2-3 business days to appear on your ASHNET account.

  • Pay with Credit Card Online

    3 easy Steps

    • Visit Ash Net Portal 
    • Click on Pay bycredit card or debit card
    • Fill the information that is needed 

Moving House

  • What happens if I move house?

    Moving to a New Place?

    Let us know so we can move your ASHNET Premium Broadband connection,

    Yes, it’s free, we’ll have you up and running again in no time. 

    The more advance notice of the moving date you can give us the better. 

    We recommend 10 days so that we can do all we can to ensure that a tech is available to connect you on the day you would like. 

    If the only plan available at your new place is Fibre, it can take a while to get this installed, so the sooner we know this the better. 

    We can arrange a temporary ADSL connection or ASHNET Premium Wireless 4G Broadband for you at the new place while we wait for the Fibre to be installed, again the sooner, we know the less downtime you will experience. 

    We want to keep this downtime to an absolute minimum, please follow the steps below as soon as you know your moving information and we will get the ball rolling for you. 

    Note: There may be an extra cost for such a temporary connection. 

    Contact our helpful support team on 09 269 4000 and let them know that you want to make a change.

    After a small security check to prove you are the account holder, they will organize the changes to be made in all the necessary systems. 

    You can sit back and relax while we take care of it for you. 

    Our team will be back in touch within 24 hours to give you an update on the date that this will happen as well as the next steps.

  • Is it free to move my services?

    There is no extra fee for moving service. 

Contact us by email or phone to discuss more about how we can provide Residential Internet services that will streamline and increase the efficiency of your home based business or family internet needs.