If you do not have your electricity with us, you will be required to pay our Standard Broadband Rates for your plan.
All prices exclude GST.
When you BundleUp your electricity and broadband with us, you will receive a $15 discount on each of the prices above.
We strongly recommend you contact the service provider of your alarm to ensure your device will still be compatible.
For further information on Fibre and Broadband, please contact our Customer Care Team or visit https://www.chorus.co.nz/help-and-support/
We have 5 different Broadband Plans available. The type of plan you choose will depend on your usage and the connection types available at your property. If Fibre is available at your property, we highly recommend one of our Fibre plans for faster internet speed. If you have a copper connection, our Regular ADSL/ VDSL plan will be the best for you.
All prices exclude GST.
To find out which of our Broadband Plans is best for you click here.
Please note that speeds are variable based on your location. To see the speed and broadband connection type available at your home click here.
Our BundleUp discount is the discount you will receive for having both your Broadband and Electricity services with us. This discount will appear on your monthly bill.
If you cancel your electricity services with us, you will be charged our Standard Broadband Rates
All our Broadband Plans provide you with unlimited data. This means we will not limit the amount of internet you use provided you abide by our Fair Use Policy.
The difference between each of our plans is the speed of your internet and the type of connection you have available at your home eg. Copper (ADSL / VDSL) or Fibre
Yes, you will need to provide your current broadband provider with the required notice. If you need assistance to do so, please contact our Customer Care Team.
This is particularly important if your connection is changing from copper to Fibre to avoid being billed twice.
To view or download the User Manual for your D-Link modem please click here.
If your internet connection has been set up, and you are having trouble setting up your modem, please make sure you have followed the steps in our Quick Start Guide.
You can also download the full D-Link user manual here.
For technical support and trouble shooting for your modem click here.
For optimum results and support, we highly recommend you use the Pulse Energy Broadband modem supplied to you on sign up. Our modems are one of the fastest on the market and provide better performance than many others. We may be unable to provide technical support for other modems.
No, you do not need to be home to receive your modem.
Your modem should arrive within 3-5 working days.
You may receive your modem before your internet is connected. If an install technician is required, please hold onto your modem for their visit.
Broadband connections happen hourly throughout the day. If you have not been connected by 3pm on the day you requested your connection; please contact our Customer Care Team.
If you have requested a Fibre upgrade, a Chorus Fibre install technician will be in touch with you to arrange a suitable time with you.
If you do not pay your bill by the due date, we may restrict your broadband services.
If your services are restricted, you will be charged a $10 +GST blocking fee and a $10 +GST unblocking fee for us to release the restriction of your broadband services. If your bill remains unpaid, we may cancel your broadband account with us.
Our Unlimited Broadband and Phone Packages are designed for personal use by residential customers.
Our Fair Use Policy has been developed by reference to average customer profiles and estimated customer usage of our services. From time to time, we may monitor usage patterns. If your usage of our services materially exceeds estimated use patterns over any week or month or is inconsistent normal usage patterns, we may contact you to advise you that your usage is in breach of our Fair Use Policy.
We will request that you adjust your usage patterns to come within our Fair Use Policy. If your excessive usage continues then you may be charged for the Excessive part of your usage at our Standard Rates and the Services may be suspended. Our Standard Broadband rates are $0.1+GST/GB and our Standard Phone Rates can be found here.
Please contact our Customer Care Team to arrange the broadband connection at your new home. We recommend that you give us 30 days’ notice.
Your broadband payments are charged a month in advance. On your first Pulse Energy Broadband bill you will have a pro rata monthly charge as well as a monthly charge. On your next bill, there will only be one monthly charge.
For more information on understanding your bill, please click here.
To turn off your voicemail dial *53
Once your landline connection is set up, please follow the steps below:
ADSL or VDSL Connection
Use the cord from your previous connection to connect the VoIP1 Port in the modem to your landline phone.
Depending on your landline model, the name of this cord will be either RJ12 - RJ12 or RJ12- RJ11. If you no longer have this cord, you can buy a replacement from your local PB Tech, Jaycar or electronics store.
Fibre Connection
Using the grey Phone Cable that is included in your modem box, connect this cord from the VoIP Port on the modem to your landline phone.
Please note, it can take up to 3 hours for your phone to set itself up once it has been connected.
Your caller ID will be turned on by default.
To turn on caller ID press *30. You will only need to do this once and the setting will be saved.
To turn off caller ID press *31. Again, you will only need to do this once and the setting will be saved.
Press:
3 – For advanced options (Press 1 to send a reply, 2 to call the person who left the message, 3 to listen to the message details and 4 to place an outgoing call)
4 – To go back to the previous message
5 – To repeat the current message
6 – To play the next message
7 – To delete the current message
8 – To forward the message to another mailbox
9 – To save the message to a folder (Press 0 for new messages, 1 for old messages, 2 for work messages, 3 for family messages, 4 for friends’ messages)
To select your voicemail options press:
1 – To listen to messages in the currently selected folder (new or old messages are selected when you first connect)
2 – To change your current message folder (Press 0 for new messages, 1 for old messages, 2 for work messages, 3 for family messages, 4 for friends’ messages and # to cancel)
3 – For advanced options (Press 4 to place an outgoing call)
0 – For your voicemail settings (Record greetings and set PIN number)
* - For help
# - To exit
Dial *55 to access your mailbox.
To access your voicemail from another phone, dial the number you wish to hear the voicemail for and wait for it to go to voicemail. When the voicemail greeting plays, press * and follow the prompts to enter your mailbox PIN. Your mailbox PIN must already be set up.
Please check that the previous occupants have not taken the power chord with them. If this is the case, please contact us to request a new power chord.
To find out more, watch the video here.
You will receive a text message or a phone call from the Chorus Fibre Install Technician to confirm your install, 3 days beforehand. They will provide you with an am or pm time slot for the day you have indicated you would like your Fibre installed.
Yes, the property owner must give written or verbal permission to install Fibre at your property.
If you need to change the date that the Install Technician visits your home, you must give at least 3 days’ notice. To change this date, please contact us. You will need to be home when the technician visits your home.
3 - 6 hours
On some specific devices, you may be able to connect without a password if the device has a 'WPS' (WiFi Protected Setup) button.
To connect to WiFi, simply press the respective WPS buttons on your D-Link modem and your device to instantly establish a secure connection.
Your modem relies on electricity as a power supply so your broadband connection will not work if there is a power cut. It is a good idea to always have a fully charged mobile phone in case of emergencies.
The performance of your broadband can be affected by many factors, including internet usage and the number of people in your household or street using your Fibre connection. If you are concerned about the speed of your connection, we recommend you do a speed test or contact our Customer Care Team.
To measure the speed of your broadband you can use a free independent website, such as www.speedtest.net
Before testing, make sure the Wifi on your modem is turned off and that no internet use is in process (Such as Netflix or downloads). You will need to make sure the device you are testing is plugged directly into your modem via the ethernet cable.
If you are not getting the desired result, please change the server to ensure it is not an issue with the remote server.
If your internet is not working, you may need to:
For more modem trouble shooting information please click here.
Alternatively, you can contact our Customer Care Team here.
If your connection is slow, there may be too many devices using your broadband connection and there may be a better plan for your household usage. To upgrade to a faster plan, you can view your options here or contact us.
For Wireless Connections, make sure your router isn’t blocked by any large obstacles or located near a hot water cylinder, mirror or filing cabinet. You may also need to move the modem so that it is in a central location of the house or switch between your two Wifi connections (D-Link DVA-2800 & D-Link DVA-2800 5GHz).
For ADSL or VDSL connections: You may need to move the cables away from any appliances that may interfere such as microwaves or fridges. If Fibre is available in your area it might be worth upgrading. To do so, please contact us.
You will need to return your modem in a tracked courier to Pulse Energy, Level 5, 33 Enfield Street, Mt Eden, Auckland 1024 within 14 days. Please note a Modem Return Fee of $14.95 +GST will apply.
If the modem is not returned within 14 days you will be billed $150 +GST for this.
You can request a tracking return label free of charge by contacting us. Please note you will need access to a printer.
If you have signed up online, you will be required to give us 30 days’ notice.
If you signed up with one of our door to door or outbound sales agents, you have the right to cancel free of charge within 5 days of signing up.
If your modem has been sent, you are required to send this back to us unopened within 14 days of receiving it. Please note a Modem Return Fee of $14.95 +GST will apply.
If your modem has been opened or damaged or is not returned within 14 days you will be required to pay the full Modem Fee of $150 +GST and Modem Delivery Fee of $14.95 +GST.
Modem must be sent in a tracked courier to Pulse Energy, Level 5, 33 Enfield St, Mt Eden, Auckland 1024. You can request a tracking return label free of charge by contacting us. Please note you will need access to a printer.
Yes, you can continue with our Broadband service, however the BundleUp discount does not apply to Broadband only plans. Standard Rates will apply.
To cancel your broadband plan, please contact us.
You will be required to give us 30 days’ notice and any outstanding charges will be added to your final bill.
If you decide to leave Pulse Energy Broadband within 24 months, you will be required to pay a $150 +GST Modem Fee.