- econofibrenz
- help@econofibre.co.nz
- Languages
- English
- 中文
SUPPORT
SUPPORT > FAQ
FAQ
How much do you charge for services regarding Installation & Wiring?
Joining & Connection fee $50
Joining fee includes initial broadband setup and additional installation charges may incur.
Additional Connection Fee
If the previous connection at the address has been physically disconnected at the local exchange or cabinet, or the old port does not support new type of connection, technician is required to work from your local roadside exchange/cabinet or your premise.
* $55 Exchange/Cabinet Connection: Technician will visit the exchange and/or cabinet to make connection.
* $155 Site Visit: Technician will visit customer's premise to test the service is active to the external termination point(ETP).
Connection & Wiring (Standard fee $299)
Service technician will visit customer premises to install a splitter in the network termination and a new cable to the selected DSL jack point within the premises. This option is mandatory in all premises where medical or security alarm systems are already connected to the line in “Line Break-in Mode”, or where more than 5 line filters would be required. It is also mandatory if your house is newly built.
How much do you charge for changing plan or moving address?
We charge administration fee of $50 for changing plan or moving address.
How much do you charge for fault charges?
Cancelled Site Visit Charge - $150.00
If our technical support team have already logged a fault requesting a technician to visit, Cancellation Site Visit fee will be charged when you request to cancel.
No Fault found Charge - $160.00
A technician might be dispatched when a fault case is logged. If the fault is found to be inside your house due to faulty hardware(i.e, Modem, handset), then No Fault Found fee will be charged.
Faulty Wiring Repair Charge - $300.00
If a technician fixed faulty or damaged wiring of your house, Faulty Wiring Repair Fee will be charged.
How much do you charge for additional ONT installation fee?
If an existing ONT has already been installed under the applying address, $199 installation fee of an additional ONT will be charged to you.
How much do you charge for ONT relocation?
A technician will be dispatched to your house to relocate ONT. $199 ONT relocation fee will be charged to you.
What name will appear on your statement?
The name that will appear on your statement will be EconoFibre.
How do I pay my bill?
Your payment automatically charge on 26th every month by Direct Debit or Credit Card you gave us when you signed up.
You can change your payment method from My Account page.
You can change your payment method from My Account page.
How do I leave Econofibre?
There are two ways to leave Econofibre.
If you are going to move to other ISP, please go to contact page and send us an email with selecting "Leaving Econofibre" once other ISP has confirmed the date for the move.
If you are going to cancel your Econofibre subscription, please go to contact page and send us an email with selecting "Leaving Econofibre". Please also inform us your specific date for your cancellation.
If you are going to move to other ISP, please go to contact page and send us an email with selecting "Leaving Econofibre" once other ISP has confirmed the date for the move.
If you are going to cancel your Econofibre subscription, please go to contact page and send us an email with selecting "Leaving Econofibre". Please also inform us your specific date for your cancellation.
I would like to upgrade my plan, how can I do it?
To change your plan, please log into My Account and click Plan Change.
I am moving. What do I need to do?
Please log into My Account and click Move Address. We need at least two week notice for this.
What is my billing date?
You billing cycle will be from 1st to end of month.
When will the monthly charge be deducted?
The monthly charge is automatically charged on 26th every month.
What is Wiring Maintenance and what does it cover?
Wiring Maintenance is an optional service that covers the cost of on-site repairs (labour and parts) to faulty internal wiring (and general wear and tear) up to and including the Jack Point at a Residential or Business premises. This includes fixing most faults in the telephone sockets and wiring inside the premise.
WIRING MAINTENANCE COVERS
WIRING MAINTENANCE DOESN'T COVER
WIRING MAINTENANCE COVERS
- The cost of on-site repairs (labour and parts) to faulty internal wiring (from general wear and tear) up to and including the Jack Point at the your premises
- Internal wiring and sockets include Copper Wiring, Ethernet Cabling and RJ45 Sockets
- A Splitter becoming faulty after install
- Lines that are hard wired into the wall that become faulty. You will need to provide a new phone for the new Jack Point
- Service faults caused by faulty internal wiring
- Noise on the line (static or crackly) cross line
- Inability to call out (no dial tone) or your line can't be called
- Frequent disconnections to your Broadband service or loss of Broadband connection
WIRING MAINTENANCE DOESN'T COVER
- Cables which connect devices such as your modems and computer
- Changes not fault related
- Repairs to wiring or sockets that have not been installed to NZ specifications
- External cabling between your home and another building on your property
- Residential customers with wiring damage caused by natural disasters. Covered by insurance policies
- Repairing damage caused by building alterations, refurbishments or vandalism
- Faults proven to be a result of a customer's home equipment such as handset, DSL filters, patch cords or broadband modem
- Upgrades to old home wiring including where ADSL signals cause interference to the customer's radio and any upgrades required for fibre or other technology suitability
- Set-up of any new connection and wiring
- The purchase and installation of a splitter
- The upgrade or replacement of a hard wired Jack Point
- Broadband performance issues are not covered under this product.
When can I contact Econofibre?
You can send us a message at any time and our team will respond to you during our opening hours.
We're open from 09:00 to 17:00 (9am to 5pm) Monday through Friday. Regarding any issues, we will do our best to get back to you as soon as possible.
How do I update my contact details?
To update any of your contact details (email address, postal address, phone number, etc) please submit a query via our contact form.
How long will it take for your service to be delivered?
In case of ADSL or VDSL, it usually take from 3 to 5 working days while SDU in UFB is taken for 2 weeks and ROW and MDU are taken for 2 weeks after getting a consent. The installation date could be changed by various reasons but we always do our best to make it working on time.
Is business NZ owned?
Yes, it is a NZ owned business for trading.
Intermittent drop-outs
Follow these steps if your connection works fine one minute and then things just stop working for a while but do come back up again.
1. Check if the outages are limited to one device. Try on a different device or PC.
2. Check if the outages are limited to devices connected to wireless network. Try on a device connected by Ethernet wire.
3. Check DSL filters. (Skip this step if your broadband is UFB or your premises had a full installation.)
a) Check all devices connected to phone jack have filters.
b) Try swap in a different filter.
You can also do an isolation test by disconnecting all devices connected to phone jacks in your house except the modem.
4. Check if the router is faulty. If you have access to another modem/router, swap and see if the problem persists.
5. Check the router lights when the outages occur.
DSL/WAN light - Should be solid green.
Internet/Broadband light - Should be green and flickering if the connection is in use.
6. Contact us via contact form.
1. Check if the outages are limited to one device. Try on a different device or PC.
2. Check if the outages are limited to devices connected to wireless network. Try on a device connected by Ethernet wire.
3. Check DSL filters. (Skip this step if your broadband is UFB or your premises had a full installation.)
a) Check all devices connected to phone jack have filters.
b) Try swap in a different filter.
You can also do an isolation test by disconnecting all devices connected to phone jacks in your house except the modem.
4. Check if the router is faulty. If you have access to another modem/router, swap and see if the problem persists.
5. Check the router lights when the outages occur.
DSL/WAN light - Should be solid green.
Internet/Broadband light - Should be green and flickering if the connection is in use.
6. Contact us via contact form.
No connection - full outage
Follow these steps if your connection disconnected i.e. not working at all.
1) Check if the outage is limited to certain websites. Visit different sites and see if other sites are working. If a specific site cannot be reached then it is likely the issue is limited to that site. Wait 30 minutes and try again.
2) Check that you are within the internal wireless range and also if the outage is limited to wireless devices. If only wireless devices are affected then restart your router. If the problem persist after the reboot then the router needs to be checked. If the router is supplied by Econofibre then please contact us via contact form. Otherwise contact your router supplier.
3) Check the lights on the router
DSL/WAN light - Should be solid green.
Internet/Broadband light - Should be green and flickering if the connection is in use.
If the lights aren't solid green then please open a support ticket via support form.
4) Check if the router is faulty. If you have access to another modem/router, swap and see if the problem persists.
5) Contact us via contact form.
1) Check if the outage is limited to certain websites. Visit different sites and see if other sites are working. If a specific site cannot be reached then it is likely the issue is limited to that site. Wait 30 minutes and try again.
2) Check that you are within the internal wireless range and also if the outage is limited to wireless devices. If only wireless devices are affected then restart your router. If the problem persist after the reboot then the router needs to be checked. If the router is supplied by Econofibre then please contact us via contact form. Otherwise contact your router supplier.
3) Check the lights on the router
DSL/WAN light - Should be solid green.
Internet/Broadband light - Should be green and flickering if the connection is in use.
If the lights aren't solid green then please open a support ticket via support form.
4) Check if the router is faulty. If you have access to another modem/router, swap and see if the problem persists.
5) Contact us via contact form.
No connection - getting connected for the first time
Follow these steps if you've just been switched to Econofibre but are having trouble getting connected for the first time.
1. Check if you received a notification from Econofibre confirming that the broadband is ready. If you're not sure, please send us an email via contact form.
2. Check if the router is plugged into the correct socket on the wall.
3. Check your router lights:
DSL/WAN light - Should be solid green. If not, restart you router and wait 5 minutes.
Internet/Broadband light - Should be green and flickering if the connection is in use. If it's not green then please check if your PPP username and password is correctly entered and saved.
4. Try using a different router.
5. Reset the router to factory default and configure again. Below are recommended settings.
UFB
Plug & Play. Simply set WAN port to DHCP client.
VDSL2
VPI:0, VCI:110
Mode: VDSL2
PPP Protocol: PPPoE
Encapsulation: 802.1Q PCP
VLAN ID: 10
QoS Marking: 0
PPP Username: [your username]
PPP Password: [your password]
ADSL2+
VPI:0, VCI:100
Encapsulation: PPPoA, PPPoATM, or RFC 2364
Multiplexing: VCMUX
PPP Username: [your username]
PPP Password: [your password]
6. Contact us via contact form.
1. Check if you received a notification from Econofibre confirming that the broadband is ready. If you're not sure, please send us an email via contact form.
2. Check if the router is plugged into the correct socket on the wall.
3. Check your router lights:
DSL/WAN light - Should be solid green. If not, restart you router and wait 5 minutes.
Internet/Broadband light - Should be green and flickering if the connection is in use. If it's not green then please check if your PPP username and password is correctly entered and saved.
4. Try using a different router.
5. Reset the router to factory default and configure again. Below are recommended settings.
UFB
Plug & Play. Simply set WAN port to DHCP client.
VDSL2
VPI:0, VCI:110
Mode: VDSL2
PPP Protocol: PPPoE
Encapsulation: 802.1Q PCP
VLAN ID: 10
QoS Marking: 0
PPP Username: [your username]
PPP Password: [your password]
ADSL2+
VPI:0, VCI:100
Encapsulation: PPPoA, PPPoATM, or RFC 2364
Multiplexing: VCMUX
PPP Username: [your username]
PPP Password: [your password]
6. Contact us via contact form.
Problem accessing certain sites
Follow these steps if you're having trouble accessing certain sites.
1. Visit Down for EveryOne or Just Me? and type the name of the website into the box (e.g. facebook.com).
2. Click "or just me?". If the site has been reported as being down then wait and try again later.
3. If the site is up then try accessing the same website using a different browser like Internet Explorer or Firefox.
4. Try accessing the same website using a different PC or another smartphone (ensure the network is connected to Wifi, not 3G/4G).
5. Contact us via contact form.
1. Visit Down for EveryOne or Just Me? and type the name of the website into the box (e.g. facebook.com).
2. Click "or just me?". If the site has been reported as being down then wait and try again later.
3. If the site is up then try accessing the same website using a different browser like Internet Explorer or Firefox.
4. Try accessing the same website using a different PC or another smartphone (ensure the network is connected to Wifi, not 3G/4G).
5. Contact us via contact form.
Slow connection and speed issues
Follow these steps if your connection seems to be really slow i.e. it's taking much longer than expected to download pages or files.
1) Check if the speed issue is limited to certain websites. Visit different sites and see if other sites are working. If a specific site is slow then it is likely the issue is limited to that site. Wait 30 minutes and try again.
2) Check that you are within the internal wireless range.
3) Check if the speed issue is limited to wireless devices.
4) Check if the broadband is heavily used. If there are other people in your household, check they're not downloading or uploading large files.
5) Restart your router. Turn off the router for 10 seconds and turn it back on. Wait 5 minutes and try again.
6) Contact us via contact form.
1) Check if the speed issue is limited to certain websites. Visit different sites and see if other sites are working. If a specific site is slow then it is likely the issue is limited to that site. Wait 30 minutes and try again.
2) Check that you are within the internal wireless range.
3) Check if the speed issue is limited to wireless devices.
4) Check if the broadband is heavily used. If there are other people in your household, check they're not downloading or uploading large files.
5) Restart your router. Turn off the router for 10 seconds and turn it back on. Wait 5 minutes and try again.
6) Contact us via contact form.
How do I access My Account?
Select My Account at the top right of the Econofibre website. Enter your customer id and broadband password. Alternatively you can directly visit the site Click here
How do I change My Account password?
Please log into here to change your password.
How do I check my usage?
Please log into here to view your Data Usage and Call History.
Is my credit card information secure?
Absolutely. Your credit card information is encrypted during transaction using Secure Socket Layer(SSL) technology, which is widely used on the Internet for this purpose.
What is My Account?
My Account allows you to view data usage, call history, invoices and to pay for Econofibre. There is also a section which allows you to make payments for any outstanding amounts.
What is UFB?
Ultra Fast Broadband (UFB) is the next generation of broadband. It is gradually been rolled out across New Zealand over the coming years. Your connection is transmitted via fibre optic cables rather than a copper line with traditional ADSL and VDSL broadband. Fibre optic cables allow for much higher connection speeds to be achieved.
How fast is UFB?
UFB supports up to 1000Mbps download and 500Mbps upload.
Traditional copper based broadband are capable of 24Mbps download and 1Mbps upload.
Traditional copper based broadband are capable of 24Mbps download and 1Mbps upload.
How long will it take for UFB to get installed?
It depends on type of installation (multi/single dwelling, standard/non-standard) required at your address and consents/permissions by building owner and neighbours. It may take between two weeks and three months.
Please contact us to find out more.
Please contact us to find out more.
I currently have UFB with another ISP. Can I switch to Econofibre?
Yes. We can arrange to transfer you to Econofibre. Please contact your current ISP to ensure there's no outstanding obligations such as; on-going service, termination or pro-rata fees.
In most cases we can have you transferred in two weeks.
In most cases we can have you transferred in two weeks.
What router do I need to buy?
If you wish to use your own router, please ensure that its WAN port is capable of reaching UFB plan speed.
E.g. You will need a router with Gigabit WAN port for 200Mbps plan.
E.g. You will need a router with Gigabit WAN port for 200Mbps plan.
What's involved in the installation?
Below is a summary of what will happen during the installation.
1. With building owner's consent, Local Fibre Company (i.e. Chorus/Ultrafast Fibre(UFF)) will use existing ducts into the building wherever possible. If LFC is unable to use an existing duct LFC may have to lay a new one, this may involve trenching in the driveway.
2. Once fibre is in the building LFC will try to use existing hidden routes such as existing risers, stairwells or ceilings. LFC may run the cable along the outside of the building or discretely below the ceiling line within common areas.
3. Existing copper line to your premises will be cut upon completion of the installation and connected to Optical Network Terminal installed inside your property (Ultrafast Fibre will not cut existing copper line).
1. With building owner's consent, Local Fibre Company (i.e. Chorus/Ultrafast Fibre(UFF)) will use existing ducts into the building wherever possible. If LFC is unable to use an existing duct LFC may have to lay a new one, this may involve trenching in the driveway.
2. Once fibre is in the building LFC will try to use existing hidden routes such as existing risers, stairwells or ceilings. LFC may run the cable along the outside of the building or discretely below the ceiling line within common areas.
3. Existing copper line to your premises will be cut upon completion of the installation and connected to Optical Network Terminal installed inside your property (Ultrafast Fibre will not cut existing copper line).