We need to help you update your connection
Why is this changing?
Whilst HFC has served customers well, providing high speed connectivity since the 90s, this is now legacy technology and we’ve made the decision to progressively retire this service, simplifying our customer offering.
We'll be contacting customers to outline options from 1 October 2025. This will happen in stages, so some people will hear from us sooner than others. But don't worry, everyone will have at least two months to make any changes.
Since most customers in the area already have Fibre connected to their home, it’s easy to switch and stay connected.
What does this mean for you?
Since the HFC service is closing in your area, you need to choose a different way to connect before the date included in your email or letter.
It’s important to choose a new service by this date to stay connected to the internet.
You can choose either Fibre or Wireless Broadband with us and our team is on hand to help make it easy to switch.
What about my phone line?
If you want to keep your phone number, it’s important to get sorted on time, because you could lose your number if your service is disconnected.
Both our Fibre and Wireless Broadband services include an optional phone service for an extra $10 a month.
Some call features/plans will be retired when you change plans e.g. BestMate, Multicall, 0900 call block, Call Oz, Mobile and World. Here are the changes.
What are your options?
You can choose any available broadband service that works at your place. We have both Fibre and Wireless options with a range of different plans. See our latest plans.
Fibre is most similar to your current service and most popular plan is Fibre Everyday. It’s much like the plan you have now, suitable for streaming 4K UHD movies.
Though it usually costs $96 a month, plus $5 a month for SmartWiFi, we’ll give you a $30 a month discount for 12 months plus a $200 one-off credit you’ll just need to stay with us for 12 months. Terms apply.
To see what options are available with other providers in your area, see broadbandmap.nz or broadbandcompare.co.nz.
*Switch to Fibre credit and discount offer: Limited time offer. Only available via the email or letter you received directly from One NZ by calling 0800 787 251 and is not available to all customers. Offer only available when you add SmartWiFi to a One NZ Fibre Everyday or Fibre Max Broadband plan for $5 p/m on a 12 month term. Credit and discount will appear on your first or second bill. Credit will be debited back on early termination. The standard monthly plan price will apply after the 12 month discount expires, or if you switch or re-sign your plan. You cannot transfer your discount to another plan. Any existing discounts on your broadband account will stop once your new plan starts. Not available with other offers. Terms apply.
^SmartWiFi only available on Wireless Broadband plans and Fibre Broadband plans. SmartWiFi included for $0/month on Wireless Broadband plans on a 12-month term. SmartWiFi is $5/month on Fibre Broadband plans on a 12-month term. Exit fees apply if you cancel or transfer your plan or billing account within 12 months. TP-Link Deco App may be required. Coverage can be impacted by factors such as network conditions and environmental factors. Offer may be amended or withdrawn by One New Zealand at any time. Terms apply.
What if I choose to leave?
If you choose to leave, you need to call and let us know so we can disconnect your HFC services and stop billing you.
If you don’t call us, we’ll continue to provide you service until the disconnection date mentioned in your email or letter.
What if I don't get sorted by the disconnection date?
It’s important to make a decision in plenty of time to stay connected. Otherwise your service will be disconnected, which means:
- Your broadband will stop working.
- You will lose your phone number (if you have a landline with us).
- Any One NZ voicemail or call diverts you have set up will be cancelled.
- Any monitored security or medical alarms you have that rely on your phone line or broadband may stop working.
What else do you need to know?
These changes are happening from early October 2025. But we’ll let you know in advance when your services are due to close so you have enough time to get sorted.
From 1 October 2025 we started communicating with our existing HFC customers to explain the alternatives available. We’re taking a phased approach to switch-off the service.
FAQs
Switch to Fibre $200 credit and $30 discount offer
What if I cancel my new plan within 12 months of signing up for it?
Can I move to any broadband plan?
The $30 for 12 months discount offer and $200 credit is only available if you chose Fibre Everyday with SmartWiFi or Fibre Max with SmartWiFi. Terms apply.
Just choose the service/plan that works best for you.
Can I keep my current broadband service?
Can I change my broadband service now?
Do I need to do anything right now?
What if I cancel my new plan within 12 months of signing up for it?
Can I cancel my broadband service?
Will the price of my broadband plan change?
What if I’ve already had a Fibre order in place and it was declined/not consented?
If you want to see general information required for consent see:
Chorus: https://www.chorus.co.nz/residential/fibre-installation
Enable: https://www.enable.net.nz/connecting-your-home-to-fibre-broadband
What if I can’t find my previously installed Fibre box?
What if the power cord is missing, or the Fibre box isn’t on the wall?
What if my modem doesn’t turn up?
What if my service doesn’t work after you’ve switched me over to my new chosen plan?
- 777 for Residential customers or
- 888 or your Account Manager for Business customers
Who’s going to take away the old HFC modem?
- You can recycle eWaste at your local Waste Transfer Station or other eWaste drop-off points
- Or call us if you would like us to send you a courier bag for you to return the equipment, or you can order a courier bag online here.
Who’s going to take away the old HFC hardware on the outside of my house?
If you need to have any of the HFC equipment or cabling removed from the exterior or interior of your house, you're welcome to arrange this at your own cost. For safety reasons, we strongly recommend using a qualified technician.
What if I live in a Rest Home?
What will happen if I’m moving house/premise soon?
If you’re moving property and moving to a new provider at the same time, then you must call us and let us know so that we continue to provide service to your existing property and know your moving date to disconnect your HFC service and stop billing for it. If you don’t let us know, we will continue to provide your old property HFC and continue billing for it, until the disconnection date mentioned in your email/letter from us if that date is beyond your move date.
Will I lose my saved voicemails moving to Fibre or Wireless broadband?
If you move to Wireless Broadband with calling, any One NZ voicemail or call diverts you have will be lost when you move to your new broadband and phone service. So if there are messages you want to keep, we recommend recording them onto an external device, like a mobile phone.
Will the price of my broadband plan change?
Will I still get my regular discounts?
When will I get the credit and discount as part of the Fibre Everyday with SmartWiFi broadband deal?
Will my bill be different?
Do I need to change my automatic payment or direct debit?
You don’t need to make any changes to your direct debit payment – this will continue as normal.
These features are ending or have more up to date options:
- Call Block, which stops calls to 0900 numbers, is ending. We have a similar feature called Call Control, which blocks all chargeable calls. You can add it for $4.09 a month.
- Feature Pack with Voicemail, Caller ID and Call Waiting is changing and will be removed from your account. Rather than a bundle, you can now add any of these features individually. Talk to us if you want any of these features added to your account when you move to a new broadband service. Voicemail is $7.16/month, Caller ID $4.09/month, and Call Waiting $4.09/month.
- Multi Call which lets you make three-way calls is ending as most people now stay in touch online with apps like Zoom, WhatsApp Facetime or Skype.
These calling plans are ending too as most mobile plans now include great value calls to NZ and overseas:
- BestMates which lets you choose to call up to five NZ landlines or NZ mobile numbers for a monthly fee is ending. Every phone line includes landline calls for up to 2 hours and many people now have free mobile to mobile calls
- Call Mobile is ending. Calls to NZ mobiles from your landline will now cost 39c a minute. But it’s often better to use a mobile instead to call NZ mobiles, as most mobile plans have free mobile to mobile calls.
- Call Australia Add-on is ending because many mobile plans include calls to Australia. Calls from your phone line will be 30c a minute, capped at $4 for up to two hours.
- Call World is also ending. International calls are now charged per minute from your phone line. Again, there are great International Calling add-ons you can use with your mobile.
What happens next?
- When you change to a new phone line, all of these features will automatically end and you’ll no longer pay for them.
- If you’d like to add new features or chat over your best options, just call our team on 0800 787 251.
Where do I find instructions on how to set up my new Smart WiFi modem?
If you need further help, please call us on
- 777 for Residential customers or
- 888 or your Account Manager for Business customers
If you are getting Fibre installed at your property, the installation technician will set up your new SmartWiFi modem and make sure everything is connected and working before they leave your property. So there’s nothing for you to set up yourself.
What if I need help setting up my new SmartWiFi modem?
- 777 for Residential customers or
- 888 or your Account Manager for Business customers
Broadband not available everywhere. Residential use only. Non-standard installation charges may apply. Graduated early termination charges may apply. Terms apply, see one.nz/broadband.
^SmartWiFi only available on Wireless Broadband plans and Fibre Broadband plans. SmartWiFi included for $0/month on Wireless Broadband plans on a 12-month term. SmartWiFi is $5/month on Fibre Broadband plans on a 12-month term. Exit fees apply if you cancel or transfer your plan or billing account within 12 months. TP-Link Deco App may be required. Coverage can be impacted by factors such as network conditions and environmental factors. Offer may be amended or withdrawn by One New Zealand at any time. Terms apply.
*Switch to Fibre $200 credit and $30 discount offer: Limited time offer. Only available via the email or letter you received directly from One NZ by calling 0800 787 251 and is not available to all customers. Offer only available when you add SmartWiFi to a One NZ Fibre Everyday or Fibre Max Broadband plan for $5p/m on a 12 month term. Credit and discount will appear on your first or second bill. Credit will be debited back on early termination. The standard monthly plan price will apply after the 12 month discount expires, or if you switch or re-sign your plan. You cannot transfer your discount to another plan. Any existing discounts on your broadband account will stop once your new plan starts. Not available with other offers. Terms apply.
