Broadband Terms & Conditions

UFB Terms and Conditions

  1. Ultra-Fast Broadband Naked powered by Fibre is only available in parts of Auckland, Wellington, Whangarei, Dunedin and Palmerston North. Customers outside these areas can buy ADSL or VDSL.
    You can check what broadband services are available at your property with the following link
  2. No-contract, 24 months term (Residential), 12 months to 36 months term (Business)
  3. We don’t provide landlines with Ultra-Fast Broadband plans. If you currently have an active standard fixed line phone line for calling, this will be disconnected. But if you wish, we are able to implement a separate landline at your cost.
  4. If you do not own the premises where services will be installed, you must obtain the property owner’s written consent to all works being undertaken at the property prior to installation and provide that to us if requested.
  5. Power is required for your internet and phone services to work on a Fibre connection and services that require a fixed phone line to work, such as monitored alarms, faxes, medical alerts, or the interactive features of SKY digital may not work with a Fibre connection.
  6. Free initial broadband setup includes a standard Fibre installation. For Non- standard connection charges may apply.
  7. Plan upgrades will be processed free of charge and can apply from the 1st of the current month.
  8. Our standard contract term is 12 months but we offer a discount for longer terms of 24 and 36 months. Early Termination Charges (ETCs) are $599 for a 36 month contract, $299 for 24 months, and $199 for a 12 month contract.


UFB Standard and Non Standard Installation

Standard Fibre Installation.  Standard Fibre installation will include the work needed to connect your home to the Fibre in your street. This includes installing and connecting:

the Fibre cable from the street (up to 200m) through your home;

the External Termination Point (ETP)

the Optical Network (ONT); and

the Fibre Enabled Modem (RGW)


Non-Standard Installation.  A non-standard installation will require additional charges, non-standard installations include:

if your house is more than 200m from the Fibre access point on the street

if your RGW is installed at a separate location to the ONT and additional wiring is required


ADSL – Terms and Conditions

  1. Your broadband speed will vary depending on a number of factors including NZ and overseas networks, your modem and computer technology including Wi-Fi capability, internal home wiring, other environmental factors, and how many other people are using it at the time.
  2. No-contract, 24 months term (Residential)
  3. For ADSL transfers from Chorus Line, we may provide a Free initial broadband setup.  If the transfer is not from the Chorus Line, New Connection charges may apply, please see below.
  4. Residential terms and conditions apply.
  5. Plan upgrades will be processed free of charge and can apply from the 1st of the current month.
  6. There is no minimum contract period, so there is no early termination fee.


New Connection for ADSL

Free initial broadband setup includes a standard connection only. For Non- standard connection charges may apply.

  1. Cabinet/Exchange Visit – Port or Wiring work at an exchange required – $99 (excl. GST)
  2. New Connection Site Visit- Technician attends customer site – $209 (excl. GST)
  3. New Connection Visit & Wiring – For Splitter, Cat5e wiring & jack Point – $359 (excl. GST)
  4. Restore Premise Wiring – Internal site wiring required to enable service – $289 (excl. GST)

We do not know which category you will fall into unless we place an order.


VDSL Terms and Conditions

  1. Speeds will vary by property, but an average NZ household could see downstream speeds up to 3x faster and upstream speeds as much as 9x faster than a standard ADSL connection. As with ADSL though, speeds vary based on how far you are from the nearest cabinet or exchange, the quality of the copper wire up to and inside your house and other factors. Hence speed is not guaranteed. VDSL downstream speeds typically range between 15Mbps and 70Mbps. VDSL upstream speeds typically range between 5Mbps and 10Mbps. Speeds at your address may vary due to a number of other factors.
  2. No-contract, 24 months term (Residential), 12 months to 36 months term (Business)
  3. Free initial broadband setup includes a standard connection only. For Non- standard connection charges may apply.
  4. Availability – There are a number of factors that can affect whether or not you can get VDSL Broadband at your premises or the stability and performance of VDSL Broadband connection. For this reason, we do not guarantee service until installation is complete and your line has been tested.
  5. Restore Premise Wiring – Internal site wiring required to enable service – $289 (excl. GST)
  6. Early contract termination fee applies ($199 (Incl. GST) for Residential Customers and $299 (Excl. GST) for Business Customers)


Rental Equipment

  1. A $10 monthly rental fee applies for an internet router.
  2. A $5 monthly rental fee applies for ATA



You may give up service simply by telling us. Subject to any minimum term or notice period (where, as noted, an early termination fee may apply), charges will stop 30 days after we receive your notice, unless we agree that charges will stop earlier


Late Payment Fee

The late payment fee only applies to customers who pay late and is necessary to mainly cover the large cost of obtaining money relating to unpaid bills. Avoid late payment fees by paying your account in full by the due date on the statement.

Current charges are:

Residential $15.00 Plus GST ($17.25 incl GST)

Business $15.00 Plus GST or 1.66% of the outstanding bill, whichever is greater

Note: Any payment received after the due date is late, so we encourage you to pay your account in full by this date.


Overdue Funds

All costs incurred in the recovery of overdue funds including but not limited to debt recovery costs and legal fees may be added to the balance of your account.

I/ We agree to indemnify you against all costs, whether commission, a legal fee or otherwise, incurred by you or your duly authorised agents relating to any money, goods and services that may be outstanding from time to time pursuant to the terms of this agreement.

I/ We agree to allow the right for credit checking by HANA Communications upon signing this agreement.