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If you have questions about your account or setting up your Internet connection, we are here to help.



Please email us on or call our support team on 0800 890 105 between 8:00 AM and 5:00 PM Monday to Friday. Outside of those hours, please email us or leave us a detailed message.



Please email us anytime at or call us on 0800 427 983 during normal business hours.


How do I setup my new modem?

Once you have received your new modem, keep it until we have advised you that your connection has been completed. At that time, it should only take a few minutes to get you connected and on the Internet.
Our systems have been designed so that you can simply plug in your modem, and as long as the cables have been connected correctly, the modem will do the rest.
In your modem pack, there is a ‘NZ Quick Start Guide’. Please read this and follow the instructions. There should be no need to browse to, and login to, the modem as it is already set up for NZ connections. Also, there is no need to configure a username and password for you connection.

Still not working? Please contact us.

Where can I find the Quick Start Guides for my Router or Modem?

To view or download the manuals for you modem, please select the appropriate link from the list of modems in the 'Files' section below the FAQ's.

I am having trouble getting connected.

If you have been advised that your connection is ready to use, plus, you have followed the instructions in our NZ Quick Start Guide that we supplied with the modem, and you are still having trouble, please contact our customer care team so that we can help you get connected.

I have my own Modem/Router that is not working.

We may be unable to provide technical support for other modems.

For optimum results and support, we highly recommend you use the D-Link Broadband modem that we have supplied to you. Our modems are one of the fastest on the market and provide better performance than many others.

What happens if I am moving house?

We are able to move your Broadband with you. Depending on the address you are moving to, you may have the same type of connection, or at least it will be the fastest connection available to try to match your current connection.Please contact us as soon as you know you are moving so that we can make the appropriate arrangements for you.

I have a Fibre ONT for my new connection, but it is missing the power cord.

If you have just moved house, please check that the previous occupants have not taken the power cord with them. If you still cannot locate it, please contact us and we can help with arranging a replacement.

How do I change the name of my Wi-Fi and Password?

If you have the D-Link DVA-2800 modem, which is provided by us, please follow the steps below.
Please note: We are unable to provide support for modems that are not supplied by us.

  1. Login to your Router or Modem

  2. Open your internet browser (E.g. Internet Explorer or Google Chrome) and in the address bar type:

  3. If you are prompted with a Welcome Page, please select ‘Cancel’ as you do not need to manually configure your Router to connect to the Internet.

  4. If you are prompted to input a password, this will be ‘Admin’ by default.

  5. Change Your Wi-Fi Network Name

  6. To change the Wi-Fi Network name, select the Tabs: ‘Settings & Wireless’.

  7. Here you can change the Wi-Fi Name (SSID) of both the 2.4GHz & 5GHz Wi-Fi frequencies.

The differences between the two frequencies are the range (coverage) and bandwidth (speed) that the bands provide. The 2.4 GHz band provides coverage at a longer range but transmits data at slower speeds. The 5 GHz band provides less coverage but transmits data at faster speeds.

You may wish to have the same Wi-Fi name to assign in the 2.4Ghz & 5GHz fields as this will assist your devices in connecting to the most optimal frequency depending on how far away you are from the Router.

Something we haven't covered?

Please get in contact with us, we'd be more than happy to help.


In November 2020, the Commerce Commission published the 111 Contact Code to ensure that vulnerable consumers can contact emergency services in the event of a power failure at their premises.

The Code requires retail landline service providers to inform customers which telecommunications technologies and devices may not work in the event of a power failure, how they can protect themselves, and where to go for support.



Fibre and fixed wireless will not work in the event of a power failure unless you have a backup power supply, so if your landline is supplied over these technologies you will not be able to use it to contact the 111 emergency service during a power cut.

Certain devices at your premises, such as cordless phones and medical alarms without an inbuilt battery, may also not work in the event of a power failure without a backup power supply, so you may not be able to use them to contact the 111 emergency service during a power cut.

We recommend keeping a charged mobile phone on hand to ensure you have means of contacting the 111 emergency service in the event of a power failure at your premises.

Please be aware that the 111 code does not cover any medical services and/or alarms - such as those provided by St John - you may have installed in your home.  Please talk to the provider of these services if you have any concerns about their reliability.



The code defines a vulnerable consumer as someone who is at particular risk of requiring the 111 emergency service and does not have a means for contacting the 111 emergency service that can be operated for the minimum period in the event of a power failure.



You can apply to be listed as a vulnerable consumer if someone at your premises relies on your landline connection for medical, safety, or disability reasons by emailing us at this address You can also contact us through the website, or email

If your application is successful we will send you an appropriate means of contacting the 111 emergency service in the event of a power failure at your premises at no cost.

We will not deny or cease supply of a retail landline service on the basis that we know, or suspect, a consumer is, or may become, a vulnerable consumer.

Please contact us if you have any concerns about the information provided, or if you have any sort of complaint about this process.


The quick start guide explains how to plug-in and setup your Modem/Router. Click the download link below for your models guide.

D-Link DVA-2800 
Quick Start Guide

D-Link DIR-2680 Quick Start Guide

D-Link DIR-1760 Quick Start Guide

D-Link DIR-1960 Quick Start Guide

D-Link DIR-3060 Quick Start Guide

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