Getting set up
Connection Only
If you are a new Telecom Broadband customer, you will need a standard broadband connection to use the Telecom Broadband service. View current pricing details.
Connection and Wiring
If you are using five or more telephone jackpoints at your home, or you have a monitored alarm, you will need to select the connection and wiring option. This includes the standard broadband connection and wiring. A Telecom accredited technician will visit your home to get broadband working on your telephone line. View current pricing details.
Modem
You will need a modem to use Telecom Broadband. You can purchase an ADSL modem and filters that have a Telepermit. Telecom provide a complete Broadband Self-Install Kit including a modem, filters and everything you need to get yourself up and running. View modem details.
Setting up your modem & PC
You can set-up and configure your modem and PC yourself, but you may request a Telecom accredited technician to do this for you, at an additional cost.
Transferring to a new telephone line
If you want Telecom Broadband transferred to a new telephone line you will have to pay for connection and installation.
Billing
As a Telecom customer, you won't receive a separate account - it will appear as part of your monthly Telecom bill. Telecom Broadband usage charges are recorded in the 'rental and activity' section of your Telecom account. Charges will include:
- any applicable one-off installation and modem charges
- the Telecom Broadband monthly fee (which is billed one month in advance) and if applicable
- additional data charges (billed one month in arrears).
Your monthly Telecom Broadband subscription may start and finish on dates that are different from your monthly Telecom bill. This means the charges for Telecom Broadband might not line up with the charges for any other Telecom services you have. Check your bill for details.
Changing plans
You can make one plan change per calendar month. The move to a new plan can take up to two working days to complete. If you do change plans, you will also see some 'part-monthly' charges on your next bill: a part-monthly credit for the plan you cancelled and a part-monthly charge for the plan you moved to.
Exceeding your monthly data allowance
Reduced Speed
Some Telecom Broadband plans ensure that you have one fixed monthly price for your broadband. This means that when you exceed your monthly data allowance your broadband speed is significantly reduced to 64Kbps (max) until your new month begins.
Additional Data
Some Telecom Broadband plans allow you to surf at broadband speeds even if you exceed your monthly data allowance. In this case it will cost $2 per GB (charged per MB so you only pay for what you use) for data used over your allowance.
Telecom landline and calling prices
To take advantage of the Telecom land line and calling prices offered on our Telecom Broadband plans you must be a Telecom land line customer with all your direct dial calling with Telecom (including national, international and home to mobile calling).
Minimum contract term option
You can choose a 12 month minimum term on all new Telecom Broadband connections. If your Telecom Broadband account is closed before the end of the 12 month period you will have to pay a $199 early termination fee.
No term contract option
You can choose a No term contract on all new Telecom broadband connections. A standard broadband connection fee will apply and you will be required to provide your own modem or purchase one from Telecom.
What terms apply?
Telecom Broadband is described in:
- The Telecom Broadband product page for each Telecom Broadband plan (describing the service)
- The questions about Telecom Broadband pages (describing the service)
- These Telecom Broadband Terms (describing any service limitations and what charges may apply).
Together these web pages make up the "Service Description" for Telecom Broadband. Telecom Broadband is also subject to Xtra Service Terms.
Other important information
Availability
- To use Telecom Broadband, you must have a Telecom land line account and an Telecom Broadband account
- Telecom Broadband is not available in all areas. And occasionally factors like the distance of our equipment from a particular site or address mean we are unable to deliver Telecom Broadband even where Telecom Broadband is available in your area.
Connection and Installation
- There is a possibility that activation of your Telecom Broadband account may result in you experiencing a temporary loss of your Telecom line. If this does occur, normal service is usually resumed within a few hours
- If your Telecom Broadband installation fails (e.g. the installer is unable to get the service running), the Telecom jackpoint and equipment will remain at your premises and you will not be charged for the installation.
Speed
Broadband is not available in all areas and broadband speeds do vary. Factors which impact on speed include: how close your premises are to an exchange, your computer's capability, modem connection and wiring. The day-to-day performance will also be affected by traffic congestion, the websites you visit and the applications you download. For more information on how broadband speeds vary visit www.telecom.co.nz/speed.
Megabyte usage
- Megabyte usage is based on the amount of data transferred through your Telecom Broadband connection (both uploading and downloading), this can include overhead data usage which is required for establishing and maintaining the connection. Any unused portion of your monthly data allowance will not be accumulated from billing period to billing period and will not be refunded. If you are on an Telecom Broadband Flat Rate plan you will not pay any excess usage charges for your plan. However, your connection speed will be reduced to a maximum of dial-up speed once you exceed your plan's monthly data allowance. Your connection speed will be reset at the start of your next monthly billing cycle.
- The Telecom Broadband usage meter is available for you to check on your megabyte usage. The usage meter does not show your usage in real time. It is updated approximately every hour and, under normal conditions, will accurately reflect usage up to 4 hours earlier. However, in some circumstances, such as when there are large numbers of users on the internet, it can sometimes take longer for your usage meter to be updated, particularly at the end of your billing month. It is important that you take this into account when tracking your usage. Your Telecom is the best place to access the Telecom usage meter. You can also set up broadband usage alerts. Your Telecom contains other useful information about your Telecom account like your account balance, recent activity, your payment history. View Your Telecom.
Usage Alerts
Usage alerts are designed to help you keep tabs on your megabyte usage, but ultimately it is your responsibility to monitor how many megabytes you have used. Some viruses can lead to unexpected use of megabytes (MB) and this in turn can use up your monthly data allowance. This unwanted usage could lead to you reaching your monthly data allowance faster than you thought. You are entirely responsible for all data usage that occurs under your account, whether or not the usage is caused by a virus. Remember it is your responsibility to make sure you have sufficient security to meet your needs. For more information about Internet security please visit our page on internet security.
Equipment
- Telecom Broadband can only be used on a computer that meets certain minimum system requirements. View minimum requirements for more information on these minimum requirements.
- If you choose to purchase an Telecom Preferred Modem from a 3rd party the Telecom Preferred sticker does not mean that the products are Telecom products. Telecom Preferred Products are tested by us to meet certain standards, but manufactured by third parties. As such we do not accept any responsibility for the products, other than in relation to the representations we make that the products have satisfied the criteria of the Telecom Preferred Programme at the time of testing. If you have problems with a product, you should talk to the product's supplier or manufacturer.
- Static IP addresses are only available and allowed to be used on selected Telecom Broadband plans, please refer to our list of plans for details on which plans.
- Our undertaking to you is that each item in the Telecom Broadband Self-Install Kit will operate in accordance with the published specifications and that at our option we will within a reasonable time, either provide repair, replacement (provide you with an equivalent kit) or adjustment services without charge to you to rectify any defect in material or workmanship in any item of the kit or pay for the cost of replacing or repairing the kit, or acquiring an equivalent kit.
- However, we will not have any obligation to repair, replace or adjust any item of the kit where
- Modifications, alterations, attachments or other work has been carried out to the kit
- The kit has been used in combination with equipment, programs, accessories or services not supplied or authorised by Telecom
- Failure to observe Telecom or the manufacturer's written instructions regarding the use, operating or environmental conditions for the kit and
- Misuse, abuse, accidental damage or negligent use or operation of the kit.
Service Reliability
- Telecom is unable to provide specific performance guarantees, however we are committed to providing a consistent and reliable service.
- While we always strive to provide a consistent service, there are a number of factors that influence reliability. For this reason, we do not guarantee connection speed bandwidth, latency (delay) or bit rate through our broadband network at any one point in time.
- As the Telecom Broadband service can occasionally go down, we do not recommend it for 'important' purposes. We cannot guarantee how quickly we can resolve problems with the network.
- Telecom Broadband is not designed to support:
- Virtual Private Networks (VPNs)
- Two-way voice applications
- Two-way video applications
- Web servers
For these activities that Broadband does not suit we encourage you to contact 0800 22 55 98 to find out what alternatives are available.
Support
- The stability and performance of your Telecom Broadband service can be affected by a number of potential faults. A fault can commonly originate from our network, your modem or your computer. If the service is not meeting your expectations, our Customer Support team are trained to help you identify where the potential fault lies.
- Occasionally network outages do occur. When they do we record a message about the fault which you can hear when you call 0800 22 55 98. There is no charge for fixing faults during our normal business hours except where you, or anyone you are responsible for, cause the fault or if the fault lies with your own equipment (e.g. your computer).
- If a Telecom service technician does visit your premises and finds that there are no problems with the network you will be required to pay the cost of the service technician being sent out. We will let you know in advance what the potential charges to you could be.
- If you are still having problems with Telecom Broadband, call us on 0800 22 55 98.
- For customers with other ISPs you should contact your ISP directly.
Department of Internal Affairs Digital Child Exploitation Filtering System
Telecom will intercept communications for the purposes of the Department of Internal Affairs' Digital Child Exploitation Filtering System and in continuing to use Telecom's services you acknowledge and consent to this.
Offers and Promotions
Free wireless modem and connection offer terms and conditions.