COVID-19 Broadband

Broadband delivery during Alert level 3

Our infrastructure suppliers and installers have returned to work with stringent health and safety measures. To safeguard customers and staff, pre-screening phone calls will check:

  • that households are symptom-free 
  • that there are no at-risk/immune-comprised people living at the addresses
  • that no one has travelled in the past 2 weeks

Staff will practice safe distancing during installs, combined with personal protective equipment (PPE) when needed. All providers are focussed on good hygiene and will be disinfecting surfaces and equipment as they go.

Contact tracing is being implemented across their teams so it can be reviewed at any time, if required.

Can I still get broadband installed? 

Yes, new installs are able to be completed in Alert Level 3. Delivery times may be a little longer initially, as our suppliers are catching up on the “on hold” orders from lockdown, first. 

What if I already have a Fibre box at my place?

If Fibre is already installed at your place and you’re switching to 2degrees or you’ve moved into a house with Fibre already installed and want to get it turned on with us, this should go ahead without delay. If you’ve ordered a 2degrees modem, this should arrive in 3-4 working days, then you’re good to go.

What if I have already ordered Fibre before Alert Level 4? 

Your order can now be rescheduled. You’ll get a phone call to arrange a date and time that suits 

What if I don’t want anyone to come and install fibre now? 

All our network suppliers and their installers have put in place stringent Health and Safety measures to keep everyone safe. If you’re still concerned, you can stick with the current connection type at your address and switch to fibre down the track.

Where can I find out if I qualify as part of an essential service or online learning?

You can find out more about essential services on the NZ Government’s COVID-19 page. If you fit the criteria please sign up to your preferred plan online then call us on 0800 022 022, option 9 and one of our work-from-home agents will help you out.

What if I have a problem with my broadband? 

If you’re experiencing problems with your broadband, you can find troubleshooting tips in our Help & Support pages. If you can’t find the answer to your problem, try calling one of our working-from-home care agents on 0800 022 022*.

*Please remember this is a challenging time for our staff too. Kindness given will be well received.

Frequently Asked Questions

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