Support
Something not working?
Here's the quickest way to reach the right person.
Existing customers
Raise a ticket in My Account
This is the fastest route. Logging a ticket through the portal means it arrives with your service details already attached, so nobody has to ask you which connection or which site you mean.
Go to My AccountEveryone else
Call or send us a message
Not a customer yet, or can't get into your account? Call us on 04 555 1500, or send a message and we'll come back to you.
Send a messageWorth a look first: network status lists faults and planned work we already know about, which may save you the call.
What to have ready when you report a fault
None of this is essential, but having it to hand usually saves a round trip.
- The site or address affected, if you have more than one
- Roughly when it started, and whether anything changed just before
- Whether it affects everyone or just one person
- Whether it's constant or comes and goes
- Any lights or error messages on the equipment
Common questions
What are your support hours?
9am to 5pm, Monday to Friday, New Zealand time. Outside those hours we are available on call — after-hours rates apply, and the exact rates are in your SLA and contract.
What if it's urgent and out of hours?
Call us — we are on call outside business hours. After-hours rates apply, so it is worth knowing what yours are before you need them: they are set out in your SLA and contract. If you are not sure, ask us and we will confirm it rather than leave you guessing at 9pm on a Friday.
The internet is down — how do I report it?
Two quick checks first, because they're the first things we'll ask: does the equipment have power, and is the whole site affected or just one device? Then log it in the portal if you can get online on a mobile — that's still the fastest route. If not, call us.
How do I make a complaint?
Raise it with us directly, through the portal or by phone, and we'll work through it with you. Most things are sorted fastest that way, and we'd rather hear it from you than not hear it at all.
Not a customer, but wish you had someone to call?
That's usually the reason people move their services to us.