New customers, to sign up you'll need:

• A valid New Zealand driver’s licence OR
• A copy of your New Zealand passport* OR
• A copy of your international passport, plus a copy of your residency visa, which must be valid for the duration of the plan's term.*
• You must be over 18 years of age to sign up.

*Can be supplied in PDF, JPEG, GIF, JPG or PNG format.

You may also need the following:

• Current account details or a bill from our current provider if you’re transferring your service from another provider
• If you're just switching your phone line over to One NZ and have broadband with another provider, your broadband may be disconnected when your phone line is moved to us. If you're signing up to one of our naked broadband plans and you have an existing phone line that you use for your home phone calling connected with another provider, this will be disconnected
• Your previous address - if you’ve only lived at your current address for less than a year
• Consent from your landlord - if you’re renting and want Ultra Fast Broadband, and your address is eligible
• Your credit card details if you want to set up your account to be paid by credit card each month

Already a One NZ fixed line and broadband customer?

You can add to or change your services in My One NZ – or call us on 0800 438 448.

About broadband

• Your broadband speed will vary depending on a number of factors including NZ and overseas networks, your modem and computer technology including WiFi capability, internal home wiring, other environmental factors. Speed is also affected by how many other people are using it at the time. Uploads and downloads count towards your monthly allowance.
• If you’re switching to One NZ, your existing provider may charge you an early termination fee.
• If you have a security alarm, there is a possibility the alarm may not work with your connection type.
• A One NZ Ultra Hub and standard broadband connection offer is available if you’re new to One NZ and sign up to an eligible plan for 12 or 24 months. (Modem postage and handling fee applies)
• Broadband is not available everywhere, and only particular types of broadband services may be available in some areas.
• We cannot guarantee the availability of broadband services to you until the services are connected.
• Your data allowance: When you reach the end of your plan’s data allowance, you will be charged the excess rate of $2 per gigabyte, or part thereof. Subject to change during the fixed term of your contract.

Broadband speeds

For Broadband speeds, please visit Broadband plans.

Early termination fee and notice period.

We made changes to our early termination charges from February 26, 2020.

• An Early Termination Fee will apply if you choose to disconnect or downgrade to a lower value broadband plan before the fixed term's end date.
• You need to let us know 30 days in advance if you wish to cancel any service.
• If you joined One NZ from this date, on one of our current in market plans, a graduated early termination fee will apply:

1. $199 early termination fee applies to a 12-month term and will reduce by $50 every three months.
2. $299 early termination fee applies to a 24-month term and will reduce by $40 every three months.

• If you are an existing customer on one of our older plans and your One NZ bill references One NZ B, One NZ C or REF:TCL, an early termination fee of $199 applies to a 12 month term and $299 early termination applies to a 24 months term.

Set up fees

VDSL

For 12 and 24 month term:

• Free modem and standard broadband connection if you’re new to One NZ and sign up to an eligible plan for 12 or 24 months. (14.95 modem postage and handling fee applies)

For open term:

• VDSL standard broadband connection ($101.20) and wiring service fees may apply ($153.32).
• A One NZ Ultra Hub modem may be purchased for $149 ($14.95 postage and handling charge applies) or you can choose to bring your own ADSL2+ capable modem.

Additional charges may apply for non-standard VDSL connections

VDSL installation

• If eligible, we will send you a new VDSL modem and provide the relevant information you need to self-install the modem and set up your new VDSL connection from One NZ.

Additional charges

• Phone features are an additional monthly charge to your home phone monthly fee.
• The monthly fee for phone Add-Ons is charged in advance. If you cancel any of these services part way through the month you will still be billed to the end of the month.
• There is a minimum charge of one minute for all fixed line calls. After that, your call will be rounded up and charged by the minute.
• Audio conferencing and calls to destinations not included in your calling plan will also be charged at the per minute rates of your calling plan.
• If you dial 059 or 0161 to access Telecom's network before making a call from your One NZ home phone you'll be charged at Telecom's retail rates.
• 018 and 0900 and other special numbers are also not included in your calling plan and will be charged in addition to your calling plan.
• If you dial an area code before a local call, those calls will then be charged at national call rates.

UFB fibre, cable home phone, VDSL (calling over broadband) calling rates

• National calls $0.26 per minute $3.00 capped call rate (up to 2 hours). Calls in excess of the two hour per call cap will be charged at $0.25 per minute.
• Calls to national mobiles are $0.39 per minute.
• See our international calling rates.

*Calling rates are subject to change and may vary between satellite prefix numbers.

One NZ’s landline service runs over broadband and relies on power in your home to operate. That means that if there is a power cut in your home, your broadband and phone will not work, and you will not be able to call 111 emergency services on your landline (unless you have a backup power source). Some devices, such as home or medical alarms, may also not work during a power cut if they do not have an inbuilt battery. It's a good idea to always have a charged mobile phone handy or to prepare an alternative power source such as a generator or battery.

If you can show that you, or someone in your household, are more likely than other consumers to require the 111 emergency service, and have no alternative means to contact 111 at the premises, we will provide you with a means to contact 111 in a power cut, free of charge.
For more details on our obligations under the Commerce Commission’s 111 Contact Code, eligibility criteria and how to apply to register as a vulnerable customer, visit one.nz/vulnerability or call us on 0800 438 448 (between 8am-7pm, Monday to Friday). Our website also contains information about how to make a complaint relating to the 111 Contact Code.

The difference between these broadband technologies is speed and the method of delivery.

• ADSL stands for 'Asymmetric Digital Subscriber Line', and it uses the copper network from Chorus. ADSL is ideal for basic internet activities like web browsing, email and online banking.
• VDSL is faster than ADSL, but it is not as fast as Fibre. VDSL lets you enjoy better HD video streaming and sharper online video chats, when compared to ADSL.
• HFC is faster than both ADSL and VDSL. HFC is One NZ's Hybrid Fibre Coaxial network, that uses world-leading DOCSIS 3.1 technology to deliver high speed data.
• Fibre Broadband is faster than ADSL and faster than VDSL. Fibre broadband delivers your data over fibre optic cables, much faster than other technologies. Fibre is now the most common type of broadband connection.
• Wireless Broadband is delivered over our 4G mobile network or our 5G mobile network. The modem comes with a SIM card pre-installed, making it very easy for you to set up.

These all describe the connection type at your home, while WiFi lets you connect wirelessly to your modem. It's your modem that handles the WiFi signal, or maybe your Mesh units if you have SuperWiFi or SmartWifi.

A broadband connection without a phone is often called 'Naked broadband'. Yes, you can get naked broadband with our ADSL, VDSL, Fibre, HFC and our Home Wireless Broadband plans.

Once you’ve signed up for a fibre plan, you will then need to choose a date for our technician to come and discuss your installation with you.
During this meeting, they will let you know if there’s any digging involved and confirm if you need your neighbours’ consent before the installation.

Once this is complete, our fibre broadband team will set up the fibre connection outside your house, development or apartment complex.

Then you'll agree to a date for the line to be connected inside your home. You will need to be at home during this step. The installation steps may all happen in one day, or it may take more than one visit depending on what’s required.

If you choose an Unlimited Broadband plan, then data use isn't much of a consideration, since you have already unlimited data.

Your data usage will be affected by two factors: the number of connected devices used in your home and the type of content that will be consumed on them.
If you have multiple devices, you will need higher data to ensure each device has enough, especially if each device is being used to stream audio or video.

Even if you have a small number of devices, but you stream a lot of high-definition video or music, it would be better to pick a broadband plan that has higher data limits.

If you want to get a more detailed breakup of how much data you’ll need per month, you can check out this handy data calculator from Chorus.

Fibre broadband can be used with monitored alarms, but fibre won't work during a power outage. That also means that your alarm may not work if the power fails.

Some alarm models aren't compatible with fibre broadband. Before you even install fibre broadband, check with your alarm supplier or manufacturer, whether you need to upgrade your alarm .

Monitored alarms are, unfortunately, not compatible with our Wireless Broadband.