Broadband | Modem replacement

This article contains details about whats covered if you a replacement modem.

What Modem warranty is available?

There are two types of cover available:

  • Out Of Box Failure: This covers device failure within the first 28 days of you receiving the modem. It also includes if you have received hardware with missing components.
  • Warranty Repair: This covers your device for up to 24 months from the date of receiving the modem or original purchase.

    If you receive replacement hardware during the warranty period, the new hardware will continue to be covered under the remaining warranty of the original device. For exclusions, see damages not covered by warranty. 

We will replace a modem we supplied at no extra charge when:

  • The modem we supplied is diagnosed as faulty by our Service Representative and 
  • Less than 2 years old and
  • Is not damaged in a way not covered by warranty

How can you request a replacement modem?

We may ask you to perform troubleshooting steps to identify a fault before sending a replacement modem. Call us on 0800 438 448 with the details of your hardware replacement or refund request, along with your One NZ account number .

How to return equipment?

Please only use the pre-addressed courier bag we provide to return the hardware to us. 

Ensure you return the below within 10 working days of receiving your replacement modem:

  • Your faulty hardware we supplied
  • Any power supply units
  • Ethernet or telephone cables and line filters in their original condition

Any missing hardware items will be charged on your bill.
The following charges apply for hardware related items that aren't returned:

Ethernet cables $5 each
Telephone cables $5 each
Filters $9.95 each
Power supply units $40 each

What damages are not covered under warranty?

Following damages are not covered under warranty:

  • If the serial number has been altered, removed and rendered illegible 
  • Accidents or failure to follow instructions 
  • Use of the hardware outside of what has been described in the user guide, installation guide or the quick start guide
  • Damage because of misuse, abuse, neglect, fire, flood or natural disasters
  • Defects caused by improper handling in transportation
  • Assembly not attributable to One NZ
  • Damage caused by removal, repair, alteration or modification of the product without prior authorization from One NZ
  • Damage due to spills of food or liquids, corrosion, mould or use a power adapter with the wrong voltage
  • Scratches or damage to the plastic surface and the other external parts caused by improper use
  • Damage caused by exposing the device or its accessories under extreme temperatures, that is under +0 degrees Celsius and above + 50 degrees Celsius 

One NZ reserves the right to review the damaged product

Damaged equipment must remain available for inspection until the claim is finalized.

For cases not covered by this warranty or if the warranty has expired, One NZ reserves the right to charge for the services claimed for the products if the product is still remediable.

What happens if you need to change equipment ?

If within 14 days of receiving your One NZ modem, you find that you have received an incorrect modem for your broadband, we will exchange it for you at no extra charge, postage or handling fee.

In accordance with the Consumer Guarantees Act we will also replace or exchange hardware when:

  • The modem is not fit for its particular purpose
  • It does not match the description given in advertisements, sales brochures or by customer service representatives
  • The modem is of unacceptable quality.

You will need to contact us within 7 days following the initial hardware delivery for hardware replacements and refunds of this kind.

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