Frequently Asked Questions

Sign up online at ashnet.co.nz (or at signup.ashnet.co.nz), or call us on 09 269 4000. You'll choose a plan, a contract term (open term, 12 or 24 months) and whether you want an ASHNET router or your own. We'll email you a confirmation.

1. ID check – we'll ask for a photo of your ID (see below).
2. Transfer details – if you're switching from another provider, we need the account holder name and account number from your current provider's latest invoice.
3. Activation date – we lodge the order with the fibre network (Chorus in most of Auckland) and email you a confirmed activation date and time. Activations happen at a scheduled time on a weekday.
4. Router – if you ordered one, accounts send you a router invoice; once it's paid the router is couriered to arrive on or before your activation day (you'll get a tracking number by SMS).
5. Activation day – plug in and go. We'll email you a "Quick check on your connection" a day or two later; reply if anything isn't working.

A valid New Zealand driver licence or New Zealand passport. If you don't have either, a foreign passport together with a valid New Zealand visa is accepted. We'll ask for a clear photo or selfie of you holding the ID with your face and the ID details visible. A foreign passport on its own can't be accepted.

We run a credit check as part of sign-up. We don't take deposits. If the check shows a default or a poor credit history, we'll offer you an open-term plan instead of a fixed-term contract.

• Switching from another fibre provider (fibre box already installed): usually a few working days once your ID and transfer details are confirmed – Chorus and Enable both say activating an existing fibre box "can take a few days". We'll give you the exact date and time.
• New fibre installation (no fibre box / ONT yet): it depends on the property and the fibre company. Chorus does it in one to three visits – a scoping visit of about an hour to agree the plan, the outside build (you only need to be reachable by phone), then the inside install, where someone needs to be home for up to four hours. If the work crosses a shared driveway or you rent, consent is needed first: Chorus gives neighbours at least five working days' notice for minor work and 15 days for moderate work, and needs written consent for major work. Tuatahi First Fibre (Waikato, Bay of Plenty, Taranaki, Whanganui) aims to connect within ten business days. Enable (Christchurch) and Northpower (Whangārei) don't publish a timeframe – it depends on whether the cable comes overhead or underground. The technician contacts you directly for appointments and we'll keep you updated.
• Hyperfibre: needs a Hyperfibre-capable fibre box – see How do I upgrade to Hyperfibre? under Plans & contracts.

Yes – reply to your activation email or call us before the scheduled date and we'll move it (weekdays only).

Not always – please check. When your service transfers to ASHNET on the fibre network, your old provider's connection is normally replaced on the day. But depending on the type of transfer, your previous provider's account may stay open and they may keep billing you. Once your ASHNET connection is working, contact your previous provider to confirm their service is cancelled and billing has stopped. ASHNET can't cancel your account with another company on your behalf.

Yes. Pick a start date on the sign-up form, or reply to your confirmation email / call us before the activation date and we'll move it, so you're not paying two providers at once.

Our prices changed at the end of August 2026, and older adverts and cached pages can still show the old price. If you saw a promotion or a price quoted by one of our team, sign up online and write the offer, the promo code or the salesperson's name in the notes box of the sign-up form. We'll apply the agreed price before your first invoice.

A standard residential fibre installation by the fibre company is normally free (Chorus, Enable, Tuatahi First Fibre and Northpower all say so – Chorus defines standard as up to 200 m from your boundary to the box on the outside of the house). Addresses created after the fibre rollout – new builds and subdivided sections – sometimes need extra "in-fill" work; Chorus quotes that directly to you and you decide whether to go ahead (ask us about wireless broadband if the quote is too high). Optional extras from ASHNET: router shipping $15 anywhere in New Zealand and on-site set-up by a technician ($138 incl. GST).

Yes. Where fibre isn't available – rural addresses, or ones Chorus classes as "design and build required" – we offer a Wireless Connection plan with unlimited data over 4G/5G (current price on our website). We post you a SIM for a 4G/5G-capable router. Speed depends on the mobile coverage at your address, so ask us to check it before you sign up. It works as a stop-gap while fibre is built or as a permanent option.

Yes. Equity Fibre 100 is a low-cost open-term plan for eligible households (current price on our website): a Community Services Card or SuperGold card (or Kāinga Ora / community-housing tenancy), at an address whose fibre box has been inactive for about 90 days. Fill in the eligibility form on our website; the fibre company approves applications and we usually hear back within two days. If it's declined we'll offer our standard Fibre 100 plan instead. Equity plans are buy-your-own or BYO router – there's no router rental.

Yes. Business Fibre Boost (500/500 Mbps) and Business Fibre Pro (920/500 Mbps) on 12 or 24-month terms come with an SLA, a free landline, and a year's free web hosting and domain; Business Hyperfibre and custom enterprise fibre are also available, plus static IP ($10/month), business VoIP and cloud PBX, Microsoft 365, hosting and IT support. Support hours are the same as for residential customers – phone during business hours, email and voicemail 24/7. See the Business Broadband page or email [email protected] for a quote.

Anywhere in New Zealand with fibre from Chorus, Enable (Christchurch), Tuatahi First Fibre (Waikato, Bay of Plenty, Taranaki, Whanganui) or Northpower (Whangārei). Check your address at signup.ashnet.co.nz.

No. You can:

• Buy an ASHNET TP-Link HX510 Wi-Fi 6 mesh router for $149.50; or
• Rent one for $7.50/month on a contract plan (month-to-month rental – open-term and Equity plans are buy or BYO); or
• Use your own fibre-capable router (see settings below). Shipping is $15 anywhere in New Zealand (no rural surcharge). Landline customers get the TP-Link VX230v, which has the phone port built in. Hyperfibre plans need a faster router – we supply one for $299 (Hyperfibre 2000) or $460 (Hyperfibre 4000/8000). Rental payments aren't deducted from the purchase price if you buy later. Prices current at September 2026.

Plug the router into power and connect its WAN/LAN port (the first of the three ports on the back) to the fibre box (ONT) port named in your activation email – usually LAN1 – using the supplied Ethernet cable. Then connect your devices to the Wi-Fi name starting with ASHNET_ (followed by four digits), using the password on the sticker on the bottom of the router. No manual settings are needed – the router arrives pre-configured. To manage Wi-Fi, guest networks and parental controls, install the free TP-Link Aginet app (App Store or Google Play) – it works with the HX510 and VX230v. A printed Quick Start Guide comes in the box; ask us if you need another copy.

• WAN connection type: DHCP / Dynamic IP / "Obtain automatically"
• VLAN tagging: enabled, VLAN ID 10
• No username or password – ASHNET no longer uses PPPoE (PPPoE was retired in January 2026).
• Router WAN port → the ONT LAN port named in your activation email. Send us your router make and model and we'll email step-by-step instructions for it.

We supply and fully support TP-Link (HX510, VX230v and Deco). Any router that can do DHCP with VLAN tagging will work – send us the make and model (or a photo of the label) and we'll email you screenshots for it. Old routers from another provider (Spark, One NZ/Vodafone, Sky) often won't accept our connection even with the right settings; if yours won't, it's usually quicker to replace it. For brand-specific problems we may point you to the maker's own support line.

Your activation email/SMS names the ONT port (usually LAN1). When you transfer from another provider we sometimes provision you on a different port (LAN2 or LAN3) so your old service keeps working until we go live – move the cable to the port named in the email at the scheduled time. If the Chorus SMS and our email name different ports, contact us before changing anything. On a working connection the ONT lights are: Power solid, PON/Optical solid, the LAN port blinking. A red optical light means a fibre fault – contact us.

Browse to 192.168.0.1 on an ASHNET-supplied TP-Link router; the username is admin and the default password is Admin@12. On a new HX510 the first login asks you to create your own password, and only one device can be logged in at a time. The Wi-Fi name and password are on the router's label. If Admin@12 doesn't work, contact us and we'll text you the password. If you've changed and forgotten it, reset the router (hold the reset pinhole for 10–15 seconds until the lights flash) and set it up again with the Aginet app.

Open the TP-Link Aginet app (HX510/VX230v) or Deco app, go to the Wi-Fi settings and change the name and password there. Or contact support and we'll walk you through it. The password on the label is case-sensitive and small – take a photo and zoom in. If your label has no password, scan the QR code on it, try ASHNET, or send us a photo of the label by email or WhatsApp.

In the Deco app choose Create a new network, set the IP mode to Dynamic IP, then go to More → Advanced → IPTV/VLAN, enable it and select New Zealand UFB. Save, then connect the Deco's WAN port to the ONT.

Put the router in a central, elevated, open spot away from thick walls, microwaves, fridges, TVs and cordless phones; use the 5 GHz band for nearby devices; use an Ethernet cable for TVs, consoles and desktops. If that isn't enough, add a second HX510 mesh unit (same buy/rent pricing as the main router, plus shipping) – it joins the same Wi-Fi name via Add Agent in the Aginet app. We can also set up Wi-Fi on site – the on-site visit is $138 incl. GST.

Some routers hide the bands behind "band steering" or "smart connect", which pushes distant devices onto 2.4 GHz. Turn that setting off in the router app so both networks show, or connect the device to the 2.4 GHz name when you're further away.

Routers are couriered (NZ Post) to arrive on or before activation day. Check the tracking number we sent you by SMS; if nothing has arrived, contact us so we can check the courier and, if needed, move the activation date.

Contact us with the router make/model and what the lights do when it drops. Faulty ASHNET routers are replaced; we'll send a replacement and ask you to return the old one.

1. Check the fibre box (ONT): Power and PON/Optical lights should be solid. A red light or no PON light means a line fault – skip to step 4.
2. Unplug the Ethernet cable between the ONT and the router, turn the router (not the fibre box) off for 10 minutes so the old address expires, turn it back on and reconnect the cable to the ONT port named in your activation email.
3. Check whether the problem is on Wi-Fi only (a cabled device works) – if so it's the router/Wi-Fi, not the fibre.
4. Still down? Log a ticket in the portal, email [email protected] or call 09 269 4000 and tell us: what the ONT and router lights show, whether it fails on cable as well as Wi-Fi, and when it started. We check your connection from our side first, then lodge a fault with the fibre company if needed.

Try using the internet anyway – that message is sometimes wrong. If it really is down: check the cable is in the ONT port named in your activation email, turn the router off for 10 minutes, and if it still fails the router itself is the likely cause – old routers from another provider often won't take our connection. Call us and we can see from our side whether your router has picked up an address.

If our checks show a fibre-company fault, we'll tell you it isn't your equipment and lodge it with them. Chorus rarely gives an ETA, but most outages are fixed within a day or two; you can also check Chorus's outage page for your address (search "Chorus outage"). We email affected customers once the fault is cleared – we don't yet send alerts when an outage starts, so if your connection drops, contact us.

The most common causes are: the router is set to PPPoE instead of DHCP/Dynamic IP, VLAN 10 isn't enabled, or the cable is in the wrong ONT port. Fix those, restart the router (off for 30 seconds), and if it's still down contact us – activations happen at the scheduled time, not first thing in the morning, so check the time in your activation email first.

A red optical/LOS light means the fibre line itself has a problem. Contact us – we'll lodge a fault with the fibre company (Chorus, Enable or Tuatahi) and a technician will usually visit the next working day; they'll normally call before arriving. If it comes right before the visit, tell us so we can cancel the technician and avoid a call-out charge.

ASHNET sells the service; the physical fibre and the box on your wall belong to the Local Fibre Company (Chorus in most of Auckland). For line faults, installations, moving the fibre box and Hyperfibre ONT swaps we raise the job with them and pass their reference and appointment to you. Their technician contacts you directly for appointments.

Chorus closes a fault when their tests show no problem on the line, and you get an automated "request closed" email. If your connection is still faulty, reply to that email or call us and we'll re-test and re-raise it.

The new ONT has a new serial number, so we need to activate it on our side after the technician leaves. Contact us (or reply to your Hyperfibre email) and we'll push the new settings, then turn your router off for five minutes and back on. Your router settings don't change – DHCP with VLAN 10 stays the same.

Wi-Fi almost never delivers the full plan speed – laptop Wi-Fi capability, distance and interference all reduce it. To check the line itself:

1. Connect a laptop by Ethernet cable to LAN1 on the router and turn the laptop's Wi-Fi off.
2. Make sure nothing else is downloading or streaming.
3. Install the Speedtest by Ookla desktop app (speedtest.net/apps), choose the Chorus Fiber Lab server manually, and run the test.
4. Send us a screenshot with your router model. Also check: gigabit Ethernet port and Cat5e/Cat6 cable, no VPN running, QoS turned off on the router, and restart both the ONT and the router.

No. All ASHNET fibre plans are unlimited data – no caps and no speed throttling. Our Terms & Conditions include a fair-use clause covering excessive or unusual usage, but no shaping is applied to normal household use.

The fibre company occasionally carries out network maintenance that may briefly interrupt your service. Nothing is needed from you. If your service hasn't come back after the maintenance window, restart the ONT and the router; if it's still down, contact us.

Not necessarily. "Paused" with a future start date is a billing-period display, usually seen on or just before activation or transfer day. If you can browse, ignore it. If you can't, follow the no-internet steps above.

Contact us with the site or app name, the exact error and the time it happened so we can check routing from our side. Services that need inbound connections (remote access, some VPNs, hosting) may need a Static IP – see the next section.

By default, residential ASHNET connections share public IPv4 addresses using Carrier-Grade NAT (CGNAT). Normal browsing, streaming, gaming, video calls and email are unaffected, but inbound access from the internet – port forwarding, hosting a server, remote access to CCTV/NVRs, some VPN setups and "strict NAT" on Xbox/PlayStation – doesn't work behind CGNAT. There is no free opt-out; the fix is a Static IP add-on.

Email [email protected] with "Please add Static IPv4" and your reference number, or reply to any ASHNET email. It's $10/month on top of any plan, no setup fee, cancel anytime. It's normally live within 30 minutes to 2 hours of our confirmation (a few minutes' downtime) – if it hasn't appeared after a couple of hours, restart your router. Leave your router on Dynamic IP / DHCP: the static address is applied from our side, and typing it into the router manually will break the connection. Our Pro plans (Home Fibre 500 PRO / 920 PRO) include a static IP – check your confirmation email, and tell us if a static IP was added that you didn't ask for.

Occasionally, during network changes – we'll email you the new address. Update any firewall rules, VPN or port-forwarding settings once the change is done.

Standard connections share addresses through CGNAT, so your traffic leaves from our Auckland gateway and location services see Auckland. A static IP is assigned to you alone and fixes geolocation, camera and remote-access problems.

Yes. Set your router's WAN IPv6 to automatic (SLAAC/DHCPv6). If IPv6 isn't active on your connection yet, contact support and we'll enable it.

ASHNET bills monthly in advance. Your invoice is emailed on the 20th of each month for the following month and is due on the 28th. Your very first invoice is issued on your activation day and is due 7 days later. If you're on direct debit, it's collected automatically on the due date.

Your first invoice is pro-rata: it covers the days from your activation date to the end of that billing period plus the next full month in advance. For example, a $83 plan activated a few days before month-end shows about $88 – the extra covers those first few days. From the second invoice you pay the standard monthly price only.

When you sign up we charge one month of your plan up front. That payment sits as credit on your account and is used against your first invoices: a pro-rata invoice from your activation day to the end of that month, then the normal monthly invoice generated on the 20th for the month ahead. From the second full month you simply pay the plan price each month.

Monthly price ÷ days in the month × days of service in that month.

Common reasons: a pro-rata invoice plus the month-in-advance invoice when you join; a plan change or move that closes one period and opens another; or a router invoice. If you moved house, the invoice for the old address is cancelled once the new one connects. If you think an invoice is a duplicate, reply to it and we'll check and credit it if needed – you won't be charged twice.

Reply to the invoice email or log a ticket within 3 business days of the invoice date telling us what you think is wrong. Under our terms an invoice is treated as accepted after that, unless there's an obvious error. You only need to hold back the amount in dispute – please pay the rest by the due date.

Yes. All residential prices on our website and invoices include 15% GST. Business quotes are shown excluding GST unless stated.

Your plan price is fixed for the first 12 months of a contract (our terms allow CPI-based review after that). If wholesale prices change we'll email you before any adjustment takes effect.

Promo pricing or a sign-up credit shows on your invoice as a discount or credit line. If it's missing, reply to the invoice with the promo code or offer you signed up under and we'll correct it.

Yes – the account holder can email us to change the billing name or add an authorised contact. To transfer the connection to another person, the new account holder signs up at signup.ashnet.co.nz, notes in the comments that they're taking over the existing connection and quotes your reference number; they'll go through the normal ID check.

Yes – log in to the customer portal at my.ashnet.co.nz/portal with your reference number. You can view invoices, payments, usage graphs and open support tickets there.

• Bank transfer – ASB Bank, account name ASH NET LTD, account 12-3032-0313216-00, reference your ASHNET reference/login number. Bank payments can take up to 2–3 working days to show on your account. If your bank's payee-name check doesn't recognise the name, use the account number and reference exactly as printed on the invoice.
• Direct debit – set up once via the secure GoCardless link in your invoice email or ask us for the link; invoices are then collected automatically on the due date.
• POLi – "Pay with POLi" link in your invoice email pays straight from your bank.
• Credit/debit card – "Pay now" link in the invoice or in the portal. Visa and Mastercard are accepted (not AMEX); there's no card surcharge.
• Payment plans – if you're having trouble paying, contact us before the due date; we can split a bill into fortnightly or weekly amounts.

Bank transfers can take 2–3 working days to appear, and payments without your reference number have to be matched manually. Reply to the invoice or email [email protected] with a screenshot of the payment (date, amount, reference) and we'll apply it. If your service has been suspended, sending proof of payment during working hours gets you reconnected within about 90 minutes.

The extra amount sits as credit on your account and is automatically used on your next invoice. If you'd rather have it refunded, email us from the email address on your account with your bank account name and number – refunds take 4–10 working days.

Email us and we'll remove the saved card or cancel the direct debit. Tell us before the next due date.

Ask us for the GoCardless link (or use the "Set up automatic direct debit" button in your invoice email). Enter your bank account details once; future invoices are collected automatically on their due date, which avoids late fees and suspensions.

No – we don't take card details over the phone. Pay in the customer portal, through the Pay now link in your invoice email, by POLi or by bank transfer, and send us a screenshot if you need a same-day reconnection.

Invoices are due on the 28th. If an invoice is still unpaid after the due date you'll get a reminder, a late payment fee of $18.40 is added, and a few days later the service is automatically blocked – the overdue notice and the block can arrive the same morning, so pay the balance shown in the latest email rather than the amount in an earlier reminder. Unblocking is free once the overdue balance is paid. If the account stays blocked for 14 days, the service is disconnected and the account is closed; reconnecting after that costs the overdue balance plus a $50 reconnection fee, and may need a new connection order with the fibre company.

Pay the full overdue balance shown in the suspension email (it includes the late payment fee). There's no charge to unblock a service once the overdue balance is paid.

• Card payment in the portal: service is normally restored automatically within 15 minutes (up to 45 minutes).
• POLi or bank transfer: we match the payment by hand – email or WhatsApp us a screenshot and we'll reconnect you, usually within 90 minutes in working hours (otherwise within 1 working day). You may need to restart your router afterwards. If the service has already been disconnected (14 days after the block), contact us – reconnection costs the overdue balance plus the $50 reconnection fee and may need a new connection order.

Bank transfers made on or after the due date may not have reached us when the automatic suspension ran, and payments without a reference number need manual matching. Email a screenshot of the payment and we'll reconnect you and remove any late fee that shouldn't apply.

The reminder shows the invoice amount. If the due date has passed, the $18.40 late fee and the suspension are applied automatically, so the balance can be higher than the reminder. Reply to any ASHNET email with a screenshot of your payment and we'll reconnect you and check whether the late fee should be removed.

If there was a genuine mix-up (for example a payment made before the due date that hadn't reached us, or an expired card you weren't told about), contact us – we look at these case by case.

Contact us before the due date and tell us what you can pay now and when the rest will follow. We can set up a payment plan (fortnightly or weekly instalments) and keep your service connected while you catch up. Send a screenshot of each payment so we can apply it straight away. If your service has already been blocked, talk to us before paying part of the balance – depending on the amount outstanding we may need the full overdue balance before the block can be lifted.

No. Your plan and contract continue while the service is blocked. If the account stays blocked for 14 days the service is disconnected and the account is closed – on a fixed-term plan the early-termination fee is then added to the closing balance (it's credited back if you reconnect with us and bring the account up to date).

• Open term – no fixed term, slightly higher monthly price, cancel any time with 30 days' notice.
• 12-month and 24-month terms – lower monthly price; an early-termination fee applies if you cancel before the end date. At the end of the term your plan continues month-to-month until you change or cancel it (we'll usually contact you with renewal options; our terms allow a price review after 12 months).

Reply to your confirmation email straight away and we'll correct it before activation – no cost.

• Upgrade any time, including mid-contract – there's no fee and your contract end date doesn't change.
• Downgrade at the end of your term, or on open-term plans at any time. Our terms don't allow downgrading within three billing periods of an upgrade or below the plan you signed up on during a fixed term. Plan changes are scheduled for a set date and time; there may be a brief interruption – restart your router afterwards. Promo discounts you still have carry over.

Hyperfibre (2000/4000/8000) is available on 12 or 24-month terms (no open term) and needs a Hyperfibre fibre box (ONT). If your address doesn't have one, we lodge an ONT upgrade with Chorus and their technician arranges the swap – Chorus does it in a single visit and no new build work is needed. Chorus doesn't publish a waiting time; our recent upgrades have been completed in about a week. If you're switching to us from another provider we usually connect you first on Home Fibre 920 so you're not without internet, then move you to Hyperfibre once the fibre box is upgraded. The time on Home Fibre 920 is billed at that plan's price and your Hyperfibre contract term starts on the day Hyperfibre goes live. Your router must support DHCP with VLAN 10, and to get more than about 1 Gbps it needs a WAN port faster than 1 Gb (2.5–10 Gb). We can supply a Hyperfibre-ready router for $299 (Hyperfibre 2000) or $460 (Hyperfibre 4000/8000). Current Hyperfibre prices are on our Hyperfibre page.

Email us with your reference number and we'll confirm your contract end date. After that date no early-termination fee applies.

PRO plans are the same speed with a static IP included. Home Fibre 500 PRO and 920 PRO are for people who run CCTV, servers, VPNs or need to avoid CGNAT.

Yes – Ash Fibre Connect (500 or 920) and Hyperfibre Connect plans include one VoIP phone number with 500 minutes. On any other residential plan you can add a landline number for $10/month, with calls charged on top. See Landline, VoIP and mobile below.

Yes – a free internet filter is included with every plan. To switch it on, fill in the internet filter request form and send it to [email protected]. Because it works at the network level, devices set to use a custom DNS or a VPN can bypass it.

Fill in the moving form at ashnet.co.nz/moving-address (or email us) with your current address, disconnection date, new address, preferred connection date and, if you can, the serial number on the fibre box at the new address. We'll confirm the new connection date by email. Give us as much notice as you can – transfers usually take from a day to about a week to schedule, and new installs depend on Chorus.

No – ASHNET doesn't charge to move your service, and your plan and contract term carry on at the new address, so there's no early-termination fee. If the new address needs a new fibre install, a standard install by the fibre company is normally free; non-standard work is quoted by Chorus. You can change plan at the same time – say so on the moving form. Your rented router moves with you.

Check that a relocation was actually requested – a connection that's still active at your old address won't work at the new one. Then check the new fibre box lights and that your router is in the correct ONT port. Contact us if it's still down.

Only by Chorus – ASHNET can't move the fibre cable. Chorus charges a fixed $331.97 + GST (about $382) to move the fibre box within your home (the same price applies to replacing a missing or damaged box; moving the outside box or the cable is $494.20 + GST – Chorus prices, September 2026). Ask us and we'll lodge the relocation request: a Chorus technician assesses the site, Chorus sends you the quote to accept and pay (quotes are valid for 60 days), then books the work. A power point is needed at the new location.

The account holder should email [email protected] with the reference number and the date you want the service to end. We need 30 days' notice (open term and fixed term). You'll get a confirmation with your final date and final invoice.

Only on fixed-term (12 or 24-month) plans cancelled before the end date: $228.85 on Home Fibre plans; $399 (Hyperfibre 2000), $420 (Hyperfibre 4000) or $450 (Hyperfibre 8000). Open-term plans and contracts that have finished have no termination fee. Moving house is free, so if you're moving, transfer instead of cancelling.

Service up to your final date (pro-rata), any early-termination fee, any unpaid balance or late fee, and a $149.50 unreturned-router charge for a rented router if it isn't returned (waived once we receive it). Credit on the account is refunded on request.

If your new provider has already placed a transfer order, your ASHNET service ends on the day the transfer happens and you're billed only up to that date – but please still tell us so we can close the account and stop invoices. If you want to leave before their transfer date, ask them to cancel their order first.

Reply to your confirmation email as soon as possible. If the order hasn't been lodged with the fibre company yet, there's nothing to pay. If Chorus has already accepted the order, we pass on Chorus's cancellation charge at cost. A router already sent to you must be returned (see How do I return an ASHNET router?).

Reply to the email or call us before paying – a final invoice or an old charge is sometimes issued after an account is closed. If the account is closed with nothing owing, we'll correct it.

Send or drop it (with its power adapter) to ASHNET Ltd, 15 Keri Vista Rise, Papakura, Auckland 2110, with a note of your reference number. Return postage is at your cost – any tracked NZ Post or courier service is fine; keep the tracking number. Once received, the monthly rental stops from the next billing cycle and the $149.50 unreturned-router charge is removed.

Yes, in most cases. Your existing number can be ported to an ASHNET VoIP service free of charge; a port usually takes about 5–10 working days once your current provider confirms it. Don't cancel the old phone service until the port completes, or the number can be lost. We can also give you a new number.

• Residential: a VoIP phone number on any plan is $10/month. Calls are charged on top at 3c/min to NZ landlines and 15c/min to NZ mobiles. Ash Fibre Connect and Hyperfibre Connect plans include a number with 500 minutes.
• Business: VoIP Starter (1 number + 100 minutes), VoIP Business (500 minutes) and VoIP Business PRO (1,000 minutes) plans, plus 0800 numbers – current prices are on our Landline page. Extensions, number set-up and porting are free; cloud PBX and call recording are quoted. Email [email protected].

Your phone plugs into the Phone 1 port of the ASHNET VoIP router (TP-Link VX230v), or into another VoIP router, VoIP adapter (ATA, e.g. Grandstream HT801/HT802) or IP phone that we support. It doesn't plug into the fibre box (ONT) or into a standard router. If you use your own supported VoIP device, we'll give you the SIP details.

No. Fibre and VoIP need power. Any phone, alarm or medical alarm on the VoIP line stops working during a power outage unless you have a UPS/battery backup. Keep a charged mobile phone for 111 calls. If someone in your home needs to be able to call 111 at all times (medical, disability or safety reasons), tell us – under the 111 Contact Code we'll provide eligible vulnerable customers with a suitable backup. More at ashnet.co.nz/111-emergency-code.

Check the VoIP router has power and internet, the phone cable is in the Phone/TEL1 port of the VoIP router, and restart the router. If calls still fail, log a ticket with the time of the failed call and the number dialled.

Yes – SIM or eSIM mobile plans with unlimited NZ and Australia calls and texts, 5G and Wi-Fi calling, from endless 1.2 Mbps data up to unlimited full-speed data. Plans are cheaper when bundled with your broadband – current prices are on our Mobile page. When a plan's full-speed allowance is used up, data continues unlimited at 1.2 Mbps. Mobile plans are open term. Add a plan online (write "bundle with my broadband" in the notes) or ask us; we post a SIM ($15 courier) or email an eSIM QR code, and we can move an existing SIM to an eSIM on a new phone.

Yes. Tell us the number and the account name with your current provider – it must match the name on your ASHNET account or the port is rejected. Your old provider will text you to confirm; reply YES. Don't cancel the old plan until the number has moved. The port completes once you tell us the new SIM has arrived.

Go to my.ashnet.co.nz/portal and log in with your reference (login) number – it's in your welcome email and on every invoice. You can also sign in with Google if that Google email matches the one on your account. Use Forgot password to reset by email; some logins are confirmed with a one-time code (OTP) sent by email or SMS.

View and pay invoices, see payment history and usage graphs, update contact details, open and track support tickets.

No. You manage your account at my.ashnet.co.nz/portal in a browser with the username and password from your welcome email – invoices, payments, direct-debit set-up, usage and support tickets.

The mobile number registered on your account, or your reference number (it starts with 181… and is on every invoice), plus your name and address. We can't look accounts up by email address, and we won't read out balances to an unregistered number. You can also WhatsApp screenshots, photos of the router label or the fibre box to 09 269 4000.

When we need to change something on an existing account – add a static IP, move address after your contract has ended, or set up a second connection – the website form is how our system records it. Tick "I am an existing customer" and use the same email and phone number we hold. It doesn't start a new fixed term unless you choose a contract plan and we confirm it with you.

Yes – sign up online for the second plan and quote your reference number in the notes. Both services appear on the one invoice.

In the portal under your profile, or email us from the account holder's email. Please keep your mobile number current – we use it for activation and outage notifications.

Genuine ASHNET messages come from an @ashnet.co.nz (or @ashhost.co.nz for hosting) address and only link to ashnet.co.nz, signup.ashnet.co.nz, my.ashnet.co.nz, our POLi or Windcave (Payment Express) card-payment pages, or the GoCardless direct-debit page. Chorus may also text you about your activation with a link to chorus.co.nz. We never ask for your password by email. Recent genuine emails that customers have asked about: the static IP price notice and planned maintenance notices. If in doubt, don't click – call us on 09 269 4000.

Rights holders send infringement notices for downloads (usually torrents) traced to your connection, and ISPs are required to pass them on. Nothing further is needed from you unless notices continue. Secure your Wi-Fi with a strong password and stop any file-sharing software on your devices.

Refer a friend at ashnet.co.nz/referral-program, or ask them to email [email protected] with your name and reference number when they sign up (there's no referral box on the sign-up form – use the notes). Once their connection is active and their first invoice is paid, a $50 credit goes on your account – the referrer only, once per successful referral. A second account of your own doesn't count.

Yes. We can put your service on hold for a $10/month holding fee, which keeps your connection (and phone number, if you have one) reserved – for up to about three months. After that the account is closed and you would sign up again. Email us with the dates you'd like the hold to start and end.

Email [email protected] (hosting is provided under our ASHHOST brand) or log a ticket in the portal – the same team looks after broadband and hosting. Domain registration/renewal is $33.35 per year incl. GST.

• Phone / WhatsApp: 09 269 4000 (+64 9 269 4000)
• Email: [email protected]
• Portal tickets: my.ashnet.co.nz/portal
• Sales: [email protected]
• Office: Level 1, 220 Queen Street, Auckland CBD 1010

Phone support is open Monday–Friday 9:00am–8:00pm and Saturday 10:00am–3:00pm (closed Sunday). Email and voicemail are received 24/7 – outside phone hours, email us, leave a voicemail or log a portal ticket and we'll pick it up when we open. Over Christmas/New Year we run with reduced availability (announced by email each year).

We answer emails and tickets as soon as we can, in order of arrival, during business hours – we don't publish a fixed response time. For an urgent fault, call 09 269 4000 during phone hours. Tickets that need information from you (for example a speed test or router model) are automatically closed after about 7 days if we don't hear back – reply to the ticket email or log a new ticket to pick it up again.

Help by phone, email or WhatsApp is free. If a technician needs to come to you – router or Wi-Fi set-up, TV or cabling checks – the on-site visit is $138 incl. GST. Most problems are solved remotely, so contact us first.

ashnet.co.nz/isp-terms-conditions. Privacy policy: ashnet.co.nz/privacy-policy.