How can we help?

It depends on your address. Many homes and apartments on our network can get plans up to 920 Mbps, and we always provide the fastest fibre speed available where you live. Check your address on our home page to see the plans on offer.

Your speed may be slightly different from your neighbour’s, due to a number of factors:

• The type of technology available at your address
• The cabling in your home or building, and its age
• The set-up in your home — where your router sits, and how the internet is used
• Whether your device is connected by Wi-Fi rather than an Ethernet cable

5 GHz gives you faster data rates, but over a shorter distance.

2.4 GHz reaches further, but may run at slower speeds.

Use 5 GHz if you are after fast speeds and can sit near your router. If range matters more, or you are getting drop-outs on 5 GHz, switch to 2.4 GHz.

We are committed to delivering great value fibre internet while keeping it simple. Our prices are low, our data plans are flexible, we answer your calls quickly, and we have some of the best terms in the market. And we keep our pricing clear, with no hidden extras.

Log in to My Account, click Add a Plan, enter your new address and build your plan, then click Buy New Plan or Change Plan, then click Confirm. It will appear in your My Account, and start automatically when your current plan finishes.

Please note: if you downgrade to a plan with less time or data, you will lose any rollover data, and you may need to pay an Early Termination Charge if you are on a contract plan. Our most popular plan is unlimited — no data caps, no worries.

Yes. All our monthly non-unlimited plans have rollover data. Any data left on your account at the end of your billing cycle is automatically added to your next plan at renewal.

One thing to note — if you unsubscribe, you will lose any spare data.

Freedom Internet has a range of flexible term plans, from as little as 1 day through to a 30-day no-contract open term subscription. If you are after cost savings, we also have 6 and 12 month contract terms. All Freedom contract plans are discounted and include a $0 setup fee.

If a 6 or 12 month contract plan is cancelled before its minimum term ends, the Early Termination Charge (ETC) is the lesser of your contracted monthly fee multiplied by the number of months remaining, or $249 for a 12 month contract or $199 for a 6 month contract.

We like things to be easy here at Freedom Internet. Freedom’s fibre uses a connection type called IPoE. It’s the simplest kind of connection: your router gets everything it needs automatically, so there is no username or password to enter.

Different brands call it different things, so look for any of these names: IPoE, Dynamic IP, DHCP, Automatic IP, or “Get IP address automatically”. Then set the VLAN to Disabled. That’s it!

support_agentNeed a hand? If you need help during the process, don’t hesitate to give us a call on +64 9 281 2970. Our team is happy to talk you through it.

1. Find your fibre box (also called the ONT). It’s the small box installed by the fibre technician, usually on an inside wall.
2. Plug an Ethernet cable from the fibre box’s LAN1 or GE1 port into your router’s WAN / Internet port (sometimes coloured blue or yellow, or marked with a globe icon).
3. Have a laptop, tablet or phone handy. For routers set up with a web browser, connect it to the router by Wi-Fi (details are on the router’s label) or with an Ethernet cable.
4. If your router came from another internet provider and you can’t log in, a factory reset (hold the reset pin for about 10 seconds while it’s on) will restore the login details printed on its label.

Here’s how to connect to the most common devices to change their settings:

support_agentNeed a hand? If you need help during the process, don’t hesitate to give us a call on +64 9 281 2970. Our team is happy to talk you through it.

Freedom Internet supports a wide variety of router and modem makes and models. Here are the most common ones in New Zealand, with step-by-step set-up guides to help you get online fast. These guides are based on the most common firmware versions, so there may be slight differences between versions.

Choose your router for quick set-up instructions. Router not here? No worries – give us a call on +64 9 281 2970 and we’ll get you sorted.

• routerSPARK Modem (series 2 / 3)chevron_right
• routerTP-Link Archer Series (AX50, AX10)chevron_right
• routerTP-Link Deco (X55, X20, XE75)chevron_right
• routerNetComm NF20MESHchevron_right
• routerASUS RTchevron_right
• routerNetgear Orbi (RBK353, RBK752)chevron_right
• routerGoogle Nestchevron_right
• routerTP-Link Archer VR Serieschevron_right
• routerMikroTik (RouterOS)chevron_right

At Freedom we try to make the switch to us as easy as possible. Using a modem / router from your previous provider? No worries — just let us know who your last provider was and we’ll take care of the rest. If there are any issues, we’ll call you when the fibre activates to make sure you’re on your way.

support_agentNeed a hand? If you need help during the process, don’t hesitate to give us a call on +64 9 281 2970. Our team is happy to talk you through it.

Work through these quick checks:

1. Check the cable runs from the fibre box’s LAN1/GE1 port to the router’s WAN/Internet port.
2. Check the fibre box’s lights: Power and PON/Optical should be solid green. A red LOS or Alarm light means a fibre issue – give us a call.
3. Turn off the fibre box and router, wait 30 seconds, turn on the fibre box, wait 2 minutes, then turn on the router.
4. Double-check the connection type is Dynamic IP / DHCP / IPoE, the username and password are blank, and VLAN is disabled.
5. If the router came from another provider, try a factory reset and set it up again from the start.

support_agentNeed a hand? If you need help during the process, don’t hesitate to give us a call on +64 9 281 2970. Our team is happy to talk you through it.

Yes. As well as apartments, we now provide fibre to standalone homes across New Zealand. Enter your full address, including your street number, on our home page and we will tell you straight away whether we can connect you.

It depends on where you live. In a Freedom-serviced apartment building, the fibre is already in and a modem may also be pre-installed. If there isn’t already a modem, our engineer fits a small modem/router in your apartment, with no intrusive work, and you are ready to go. In a standalone house, we arrange the fibre connection to your home first, which could take as little as 4 hours! We’ll keep you updated on each step until you are online.

Any questions during the process, our engineer will happily answer — or get in touch using our contact form.

Depending on your address, you may already have a Freedom pre-configured Wi-Fi router in one of our Freedom-serviced apartments. If one has not already been installed, we can get you one, often the same day. All pre-configured routers are available through Freedom Internet.

We also support BYO modem / router solutions on our standard New Zealand residential fibre plans.

Our devices are small — 11 cm × 9 cm × 2.5 cm — and are usually fitted to the wall out of sight. We look for the best place for coverage in your home.

In apartment buildings, installs are pre-approved by the building owners, so it will not affect your rental contract or bond. If you rent a house, check with your landlord before an install is booked.

In a Freedom-serviced apartment, usually under an hour, and often we can do it the same day you purchase.

For a standard residential home that needs a new fibre connection, it can often be as little as 4 hours. If a fibre build to your home is required it can take longer, and we will give you a time when we book it in.

Yes. Our residential NZ home fibre plans support BYO modems and routers from a wide variety of vendors — see BYO device settings above for set-up guides.

For our Freedom-serviced residential apartment fibre plans, we specially configure our own routers to give you the best speeds and a reliable, secure connection.

Absolutely! We provide fibre to homes across New Zealand and are already pre-installed in many apartment buildings. Check your new address on our home page, or give our customer support team a call and we will check for you.

If you are in a Freedom-serviced apartment, the Freedom-owned modem / router stays there, ready for the next resident. Simply log in to My Account, look up your new address and buy a plan. We’ll be in touch to get your move sorted. Or, if you prefer, give our customer service team a call and we’ll do it together.

We connect homes and apartments across New Zealand, so do ask us whether Freedom is available at your next address.

We’re good at what we do: our installations are tidy and unintrusive. If any damage did occur, we’ll make it right.

Go to My Account, enter your username and password, then click Login. If you cannot remember your password, click Forgot Password to reset it.

Go to Forgot Password and enter your username and email address to reset it.

We’re a pre-pay subscription service. We bill you in advance for the minimum monthly charge of your chosen plan and any other items selected, for example a modem / router. When you sign up online, your first month is charged in advance and applied to your first monthly bill. Your credit or debit card is then charged every 30 days from the date your plan was activated until you cancel your subscription. You can manage your payment methods, payments and receipts online in My Account.

No pro-rata credits or refunds are offered for cancelled accounts, and some plan terms may have Early Termination Charges, so please bear that in mind if you need to cancel your service. Be sure to see our Terms of Use.

Log in to My Account, click your My Profile icon and select Change Payment Method, then Update, and you will be prompted to enter your new payment details.

Log in to My Account and you will see a Data Usage chart at the bottom, under your Plan Details.

Go to My Account, log in, click your My Profile icon and select My Profile. From there you can update your account details.

All of our subscriptions are pre-pay. We accept credit card, Visa debit and Prezzy Cards. You can manage your subscription through My Account.

Go to the settings on your device and search for your Freedom SSID to connect. On our Freedom Shared network we need to help you connect the device — please contact our team at support@freedominternet.co.nz.

If you do not pay your fees in full and on time, we may either suspend or terminate your use of the service, or charge interest on the amount owing at 5% per annum, applying from the date it was due until the date of actual payment.

We are sorry to see you go. Go to My Account, then click Cancel Service. You can keep using your plan for the remaining time available (or data available, if applicable), and then your subscription will disconnect.

For contract cancellation requests, an Early Termination Charge may apply — see our Terms of Use. If you have any questions, please call our Customer Services team.

Don’t forget we can move with you. Look up your new address to see if we can relocate your internet service for you.

We are dedicated to excellence in servicing our customers. If you have any questions about your service, chat to us on our website, email support@freedominternet.co.nz, or call our Customer Service team on +64 9 281 2970.

Our support hours are listed at the bottom of this page.

If you have a dispute with Freedom and wish to make a complaint, please call our Customer Service team on +64 9 281 2970 or email support@freedominternet.co.nz.

If you are still not satisfied with the steps we have taken to resolve your issue, you can contact the New Zealand Consumer Protection department at consumerprotection.govt.nz to report a complaint.