Frequently Asked Questions
Clear answers about broadband, mobile, installation, billing and support.
What broadband plans do you offer?
We offer Fibre and Hyperfibre plans for households and businesses, with speeds ranging from everyday 100 Mbps services through to multi-gigabit options. Availability and the exact product set depend on your installation address.
How long does installation take?
Timing depends on the property and whether an Optical Network Terminal is already installed. Straightforward activations may complete quickly, while a new fibre installation requires an appointment with the Local Fibre Company. We confirm the expected timeframe after reviewing your order.
Do I need to be home for the installation?
You may need to be present when a technician requires access to install or test the Optical Network Terminal and internal connection. We will confirm this with you before the appointment.
Can I keep my existing phone number?
Yes, eligible phone numbers can generally be transferred to a compatible voice service. Please contact our support team so we can confirm portability and collect the information required.
What speeds can I expect?
Actual performance depends on your plan, Wi-Fi environment, router, cabling, device capability and the destination you are accessing. A wired connection to suitable equipment gives the best indication of service performance.
What mobile plans do you offer?
Our mobile range includes flexible data options, physical SIM and eSIM choices, new numbers and eligible number transfers. Current pricing and inclusions are shown on the Mobile page.
How do I contact support?
Our New Zealand support team can be reached through the contact page, by email at info@ifibre.co.nz, or by calling 022 127 4220.
Is there a contract term?
Selected services are available on either an open-term basis or a discounted 12-month commitment. The available term and price are displayed before you submit an order.
When will I receive my invoice?
Invoices are issued on the first day of each month. Your first invoice may include a prorated amount for the initial service period together with the following month billed in advance.
What equipment do I need?
Fibre services require a compatible router. You can use suitable equipment of your own or select an iFibre router option where available. Higher-speed plans need appropriately capable Ethernet ports, cabling and Wi-Fi equipment.
Can I use iFibre mobile on my current phone?
Yes, provided your handset is unlocked and compatible with the service. We support physical SIM and eSIM options; eSIM requires a compatible device.
Talk to a real person
Our local team can help with availability, ordering, transfers and account questions.