Support
  • What is ADSL/VDSL/UFB?

    ADSL (Asymmetric digital subscriber line ) is a type of digital subscriber line (DSL) technology.

    ADSL broadband is the most common broadband in NZ homes. It's fast, reliable, available in most places and can be bundled with a home calling line.

    ADSL has been the standard in NZ for a long time and, depending on the quality of your lines, gives download speeds of up to 24Mb/s and upload speeds of 1Mb/s. The national average is about 10Mb/s download and 1Mb/s upload. This is plenty for the basics like emailing, surfing the net and checking social networks.

    VDSL (Very-high-bit-rate digital subscriber line) is a digital subscriber line (DSL) technology providing data transmission faster than asymmetric digital subscriber line(ADSL) over a single flat untwisted or twisted pair of copper wires.

    Both technologies use the copper line network (like a traditional home phone line).

    Fibre is the newest technology and uses fibre optic cables.

  • Do I need to be at home when I'm getting connected?

    You might have to be around if a technician has to install the phone line, or broadband. Either way, we'll let you know before they arrive. For fibre installation, you'd better be there.

  • Is it easy to install VDSL and how much does it cost?

    It’s easy! When you order VDSL we offer a standard connection similar to ADSL. Please note you will still need a compatible modem to receive the full benefit of VDSL.

    We have a range of VDSL plans and when you sign up to a 12 month contract standard installation and a top-spec modem is free lease too.

  • What if I've got a monitored alarm?

    If your alarm is monitored through the copper phone line then you'll need to install a splitter. This will stop your broadband interfering with your alarm. If you are installing Wireless Broadband then you will need to contact your provider to swap your alarm to a wireless model which doesn't require a copper landline. Alternatively you can upgrade to fully wireless monitoring with your alarm company.

  • Should I choose VDSL or Ultra Fast Fibre? (Ultra Fast Broadband)

    If you can get both at your address then you should consider fibre. It uses fibre optic cabling instead of copper which means the speeds are more consistent and faster. Fibre is a little trickier to install than VSDL, but it’s worth it. Our UnicomNZ staff will help you out all the way.

  • Can I have fibre? From Chorus, it shows fibre ready, why I still cannot get ready?

    When Chrous receive your order for fibre from us, they may need to seek consent from some parties before getting you hooked up to fibre.

    If your property is accessed by a shared driveway or you live in an apartment or gated community administered by a body corporate, consent is needed for fibre installation. If it’s a shared driveway, Chorus need consent from your neighbours. And if you rent or your neighbours rent, approval must be sought by the property owner before installation can go ahead.

    If your property is administered by a body corporate, Chorus will contact them directly to manage the necessary consents.

  • Availability

    Broadband is not available in all areas. Factors such as distance from our equipment or the network's capacity, means we may be unable to deliver UnicomNZ Broadband to a specific address.

    Sometimes further checks are required before we can know if you can get UnicomNZ Broadband. In some situations, for example with complex Fibre installations, we will not be able to confirm whether you can get UnicomNZ Broadband until we, our contractors or agents have commenced installation. For this reason and the other reasons set out here we do not guarantee service until installation is complete and your connection line has been tested.

  • Do I bring my modem?

    If you’re an existing UnicomNZ broadband customer, you will need to take your modem with you when you move unless you are upgrading to a new technology.If you’re new to UnicomNZ, you’ll get a free lease modem with a 12 month contract.

  • How much notice do you need before I move?

    The more notice the better. But even with lots of warning, be aware that sometimes we can't guarantee connect you on a specific day. The people who lived there before you might not have moved their services.

  • What if I want to move address?

    Give us notice as soon as you have decided to move that you are moving your UnicomNZ broadband or home phone and we’ll let you know if there are any issues.

  • How fast will broadband be at my new address?

    Stated speeds are theoretical maximums, and actual speed will be affected by various factors including NZ and overseas networks, your modem, device technology including WFi capability, internal home wiring and other environmental factors. You can find out more about broadband speed here.

  • Restart your broadband modem

    Why? This will often re-establish your Internet connection.

    How?

    Unplug the modem power cable from the power point

    Ensure lights have all turned off

    Reconnect the modem power cable to the power point

    Wait 5 minutes then check which modem lights have come on and are solid green.

    If the Broadband light is on, you have a broadband signal

  • Internet Sluggish? Boost your WiFi

    Is your broadband humming away in the lounge but a bit slow in the bedroom or home office? It may be that your WiFi needs a boost.

    1. You have a large or odd shaped house

    A normal modem will generally cover an area is standard. However, your modem will distribute a signal evenly from wherever it’s located, there may be rooms that get a weaker signal.

    2. You have solid internal walls

    If your home’s internal walls are brick or concrete, that’s kryptonite for WiFi as the signal will struggle to transmit through the solid structures.

    3. Your primary modem is away from the action

    We generally recommend you have your modem installed near your entertainment units so you can connect Internet-heavy devices like your television straight into your modem.

    4. You want to use your broadband connection outside

    UnicomNZ provide our customers better Wi-Fi solutions by our professional technicians.

  • How fast will broadband be at my new home?

    Stated speeds are theoretical maximums, and actual speed will be affected by various factors including NZ and overseas networks, your modem, device technology including WFi capability, internal home wiring and other environmental factors. You can find out more about broadband speed here.

  • First UnicomNZ bill

    When you receive your first UnicomNZ bill, there may be a few charges that you're wondering about: UnicomNZ charges for services a month in advance. This means your first bill will have a full month's charge from your bill’s start date. You'll also get a pro-rata charge (one-off) from your connection date up to your billing start date. If you change, cancel or add a service, you may get a pro-rata charge. If you signed up to a plan with a special offer, your bill will show the value of that offer. You'll receive a credit on your account for this value.

  • Tell us your enquiries

    Go to contact us page.

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