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Broadband join FAQs

How do I join and how long does it take to change providers?
If you're not currently with Electric Kiwi, just hit join, enter a few details and we'll handle the rest. If you're already an Electric Kiwi customer for power, log into your online account to add broadband in minutes.

You'll need to provide us with a few basic details about your property and which plan you'd like to sign up for. It's quick, easy and your broadband will be changed over within a few days. Just make sure to check you're not locked into any contracts with your current provider.
Where can Electric Kiwi supply broadband?
Electric Kiwi Broadband is available throughout New Zealand. If your property has fibre installed, there is a pretty good chance we can supply you. Check in with the team on live chat and they'll be able to let you know for sure.
Can I join if I don't have fibre, or if I want to have a landline?
At this stage we can only supply properties that have fibre already installed. Broadbandmap.nz is a great way to find out if fibre is available where you are and kick off the installation process.

We offer a "naked" broadband service without a landline included.
Will changing to Electric Kiwi for broadband affect my monitored alarm?
It shouldn't do, but it always pays to make sure. Once you've signed up, drop your alarm provider a line. They will be able to get it all sorted
Is there anything else special I need to know?
We try to keep everything as straightforward as possible with two simple plans for broadband, both with an easy-to-understand daily charge. For more info you can check our full T's and C's.
How often will Electric Kiwi send a broadband bill, and where will it be sent to?
Your broadband bill, along with any other services you have with us will be sent by email. Electric Kiwi Broadband gives you the flexibility to choose when the money leaves your account in the app. Payments can be made weekly, fortnightly or on a monthly basis.
Sweet Lite Fibre vs Sweet Fibre vs Sweet As Fibre, what's the difference?

> Sweet Lite Fibre is perfect for small households that do some internet browsing, check emails, and light streaming.

> Sweet Fibre is a great in between for medium-sized households, where a few users can comfortably browse, check emails, and stream at the same time.

> Sweet As Fibre is for heavy users or households with movie buffs or people who download a lot. If that's your household, Sweet As Fibre is your best bet.

For more details on each plan including the most up to date average peak time speeds, see our broadband page.
Can I get a Static IP?
Yup - it is 33c a day! Just jump on chat once you've completed you join and the team will sort this for you.
What type of modem does Electric Kiwi supply?

All new Electric Kiwi Broadband customers who require a modem will currently be sent a TP-Link HB410, featuring the latest WiFi 7 technology. If you'd like to bring your own modem, see our BYOD page for more details.

Can you help get fibre installed at my place?

We only supply properties with fibre already installed, so can't help with the installation side of things. This may change in future though, so keep your eyes peeled.

Do I need to be an Electric Kiwi power customer to sign up for broadband?
No, you can have just one of our services or any other combination. It's up to you!

Can I use my own modem with Electric Kiwi? And if I do, is there anything special I need to do to set it up?
You can. It should be super easy if your modem is eligible and will usually connect automatically. We'd recommend confirming that the modem you want to use is compatible before getting started. If it is, you should be up and running within a few minutes.

You'll want to make sure it supports DHCP authentication and VLAN tagging (this info will be available in the modem documentation or via the manufacturer if you're not sure).

Keep in mind we may not be able to help with any issues if you use your own modem - there are too many out there to support all of them! Try getting in touch with the manufacturer if you need a hand with your specific modem.

4G wireless modems from Skinny, Spark or Vodafone unfortunately won't work with Electric Kiwi broadband.

Any fibre modem from BigPipe, Skinny, ZeroNet, My Republic, or a Fritzbox from 2degrees will need to be manually configured.

If your modem is compatible and isn't connecting automatically, you'll need to update the configuration of your modem with the settings below.

For a manual set up, make sure the modem is configured with these settings:
  • WAN Connection Type: DHCP (Automatic IP/Dynamic IP/IP over Ethernet)
  • 802.1Q: Enabled
  • VLAN ID (802.1Q): 10
  • 802.1P (Priority): 0
  • IP Version: IPv4 or IPv6
  • MTU Size: 1492 or 1500
  • NAT: Enabled

There's a bit more in the way of info on our BYOD page.
I have a large property, is there anything extra I can do to make sure I have a good connection in every room?

The modem we send out has pretty good coverage, but if you think you'll need an extender to boost your signal, let the team on chat know. Rather than an old fashioned extender, we'll provide you with a mesh Wi-Fi unit. Mesh Wi-Fi uses multiple nodes to create a single, seamless Wi-Fi network

There is an extra charge of $130 for a mesh Wi-Fi unit, and it will be sent to you by courier ASAP. The charge will appear on your Electric Kiwi bill. Depending on which modem you currently have, take a look at our dedicated mesh unit set up guide for either TP-Link, Netcomm or Orbi for more details.

Does Electric Kiwi cover exit fees if I leave my current current broadband provider early?
This isn't something we offer, so make sure you're not locked into a contract before signing up with us for fibre (or power/mobile for that matter)!
I thought Electric Kiwi only offered power, how are you supplying broadband too?

We partnered with 2degrees to deliver our broadband services because they knew the ropes and we thought (and still think) they're the best option. We enjoyed working with them so much we leveraged their network for our mobile services too!

My property is set up for fibre, but I currently have DSL/4G internet. Is there anything extra I need to do when signing up for Electric Kiwi Broadband?
If you're on a DSL or a 4G Wireless connection and sign up with us for fibre - we'll organise getting the new connection set up. Keep in mind though, you'll need to speak with your current provider regarding cancellation of your DSL/4G service.
Electric Kiwi mentions "modem rental", what does this mean?

Electric Kiwi can provide you with a modem with the either purchase outright via your bill, or "rent to buy". If you choose the rental option, you will be charged 20 cents per day via your Electric Kiwi invoice. Once you have paid off the $185 cost of the modem (925 days, or 2 years, 195 days at $0.20/day), it's yours to keep.

If you leave before then, you can choose to pay out the difference and keep your modem, or send it back to us at no extra cost. You will have 30 days to return the modem once we have provided you the courier bag before the outstanding balance is applied to your bill.

Where can I find the offer summary for each plan?
You can find these for all plans via our legal section.
How soon can I get broadband connected?
Buying or renting a modem from us:

The earliest connection date you can select is 5 days from today's date - this allows for shipping.

Bringing your own device:

You can often be connected as soon as within 1 business day. This is based on various factors, e.g. your local fibre company - so check in with the team to confirm.
My broadband connection date has arrived and my modem isn't here. What do I do?
If you can't see any emails from our team asking for further information/providing tracking details, reach out to the team on live chat.
Can I change my requested broadband connection date?
Give us a buzz on live chat and we're more than happy to request this change from your local fibre company.
Will my modem be dispatched immediately/when will my modem be dispatched?
Your modem will be dispatched 5 business days before your connection date. Once the modem has been dispatched, we'll email you an NZ Post tracking link.
Does Electric Kiwi use CGNAT?
No, we do not use CGNAT for our fibre connections.
Does Electric Kiwi offer ADSL or VDSL broadband?
We don't, sorry! We're a fibre-only provider — no ADSL or VDSL here. That's because fibre is faster, more reliable, and gives you a much better internet experience (no lagging Zoom calls or buffering mid-binge). If you've got fibre at your place, we're good to go! Not sure? Just pop your address into our join page or flick us a message and we'll check for you.

Broadband account FAQs

My modem arrived. Now what?

We've made it easy to get your connection set up. Just follow our handy step by step instructions.

The above link is for the TP-Link modem we currently send out. If you're needing to set up one of our previous modems, go here for the Orbi or here for the Netcomm.

Do I need to let you know in advance if I want to close my broadband account?
There's no notice period to close your broadband account with us, but you're welcome to tell us in advance if you want to. Otherwise, just hit us up on live chat and we'll get it sorted that day.

If you are transferring the service to another provider, we recommend you confirm your new connection date with your new provider and then let us know so we can terminate your service with us on that date to ensure continuity of service.
Will Electric Kiwi slow down my broadband connection once I use a certain amount?
At Electric Kiwi, we don't have data caps or throttle your fibre connection based on usage. There's some handy information on broadband speeds (and how to get the most out of your connection) on our broadband speeds page.
My connection is slower than expected, is there anything I can do?
Check out our broadband speeds page for more information on what might be slowing down your connection. If you're still not having any luck, feel free to reach out to the team on live chat. For stuff like gaming where latency is important, a wired ethernet connection is recommended for best results.
If I leave Electric Kiwi for power can I keep my broadband account?
Sure can! As much as we'd love you to stay with us for all three, you can have any combination of broadband, mobile or power with us.
My first broadband bill shows two different charges for fibre, why is this?
If your broadband account start date is before the day your electricity account begins, you may see the first few days of fibre charges showing as a separate charge. Don't worry though! This will only affect your first invoice, and you'll still only be charged for the days you use.
Your website only mentions TP-Link modem, but when I joined I received a Netcomm or Orbi modem. Where can I find information on this?

We generally no longer send our customers Netcomm or Orbi modems, however if you've moved house and need information on how to set up your modem (or just want some general info) check out our dedicated Netcomm or Orbi pages. You'll be able to access the same page using the QR code on the box it came in.

My Electric Kiwi broadband account is now active, why is my old provider is still charging me?
Some retailers charge retroactively, so that might be your final bill. It's best to get in contact with them to make sure things are closed off at their end.
How do I set up port forwarding?

If you have a server in your home network, you can allow certain types of incoming traffic to reach the server. For example, you might want to make a local web server, FTP server, or game server visible and available to the internet.

For Orbi, follow these steps after manually logging in.

  1. Select ADVANCED > Advanced Setup > Port Forwarding/Port Triggering.
  2. Leave the Port Forwarding radio button selected as the service type.
  3. In the Service Name menu, select the service name.
  4. For the ServerIP Address field, enter the IP address of the computer that will provide the service, then click the "add" button.
  5. Click the "add custom service" button. The Ports - Custom Services page will display.
  6. In the Protocol menu, select the protocol. If you are unsure, select TCP/UDP.
  7. In the External Port range field, enter the port numbers, and then the "add" button.

For TP-Link, follow these steps after manually logging in.

  1. Select Advanced > NAT Forwarding > Virtual Servers.
  2. Click the Add button to create a new rule.
  3. In the Service Name field, enter a name for the service.
  4. In the Internal IP field, enter the IP address of the device that will provide the service.
  5. In the External Port and Internal Port fields, enter the required port number(s).
  6. In the Protocol menu, select the protocol. If you are unsure, select TCP/UDP.
  7. Click Save to apply the rule.
I'm unable to or don't want to use the Orbi app on my phone. Is there another way to set up my Wi-Fi manually?

We recommended that you download the app if you can, as it's generally much easier to set up this way (and easier for the team to help with any potential issues in future if you need it).

If needed, you can complete the set up and change your password via your web browser. Just follow these steps:

  1. Connect to Orbi Wi-Fi – On your device, go to your network settings and connect to the Orbi Wi-Fi name (even if it shows "no internet" — that's okay for now).
  2. Open your browser – Launch a web browser like Chrome, Safari, or Firefox.
  3. Visit the Orbi login page – In the address bar, type either "192.168.1.1" or "orbilogin.net" and press Enter.
  4. Start manual setup – You should land on the Netgear page. Look for and click: "If you don't have a compatible smartphone, click here" — this will begin the manual setup.
  5. Welcome screen – Accept the terms and click Next.
  6. Internet check – Your Orbi will automatically check the internet connection. Click Next.
  7. Skip satellite setup – Choose to skip setting up satellites for now (you can do this later via the app). Click Next.
  8. Create admin account – Set a secure admin password and two security questions. Click Next.
  9. Wi-Fi settings – You can customise your Wi-Fi name and password now, or leave the default settings (shown on a sticker on the bottom of your Orbi device). Click Next.
  10. Configure – Your Orbi will now configure your connection. Once complete, click Next.
  11. Firmware update – Orbi will check for updates. You can update now or skip and do it later via the app (updating is recommended). Click Next.
  12. Final checks – Let Orbi finish a few last checks.
  13. Optional: Netgear account – You can sign in, create an account, or choose to skip this step. If skipping, click the X in the top right corner to close.

Your Orbi should now be set up and ready to use. Open a new browser tab and try searching something like "weather" or "news" on Google. You can also test other apps to confirm your connection is working properly.

If you are trying to set up a TP-Link Router, there are multiple options to get connected, see our dedicated page for more info.

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For connection issues head over to our outages page.