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Broadband Questions

How do I switch over?

You don’t need to have an energy account with Nova – just let us know you would like to switch over and one of our team will be in touch. You can:
Switch over online.
Call us on 0800 668 236
Send an email to info@novaenergy.co.nz

Our internet and phone services are not available in all areas. Nova’s supply is currently limited to the following regions:
All of North Island and down to Timaru in the South Island.

What do your plans and speeds mean?

Fibre 100/20

This fibre-optic connection has download speeds of up to 100 megabits per second (Mbps) and upload speeds of up to 20Mbps (noting that these are the theoretical maximum speeds available, and average speeds will vary). These fast speeds are needed for getting the best use out of smart TVs or gaming consoles, and streaming media like Netflix or Spotify.

Fast Fibre 200/20

A fibre-optic connection with even faster download speeds of up to 200 Mbps and up to 20 Mbps upload speeds (again noting that these are the theoretical maximum speeds available, and average speeds will vary), which is great for high volumes of media or a better gaming experience.

Internet via your existing copper phone line is slower than fibre, but if you live in an area where you can’t currently get connected to fibre we offer:

ADSL

An ADSL connection gives you broadband via the old copper phone line network to your home. With ADSL you can expect an average download speed of about 10 Mbps and average upload speeds of 1 Mbps. This is ok for emailing, surfing the web and checking social media, but is not the best experience for streaming media i.e. Netflix.

VDSL

A VDSL connection also uses the copper line but offers faster speeds than ADSL. Please note, this connection may not be available to everyone. VDSL will give you download speeds of up to 50 Mbps and upload speeds up to 10 Mbps (again noting that these are the theoretical maximum speeds available, and average speeds will vary). VDSL improves speed over short distances, but you will need to be located within 800m of the relevant cabinet or exchange to take advantage of speeds up to 20 Mbps or more.

The speed for ADSL and VDSL is dependent upon distance and the neighbouring traffic.

Fair Use Policy

Our Fair Use Policy (Policy) forms part of the Nova Energy General Terms for Residential Internet and Phone Customers. This policy has been developed based on average, expected customer usage profiles.
From time to time, we and/or our Network providers may monitor customer usage patterns.
If your usage of our phone and internet services materially exceeds our estimated average and/or typical customer usage patterns over any day, week, month, (or other period of time as determined by us) or is inconsistent with either normal usage patterns and/or the types of uses and purposes for which we communicate our services are designed for then your usage will be deemed excessive and unreasonable.
Nova Energy and/or our network providers may then request that you stop or alter your usage. If you fail to do so and your unreasonable usage continues after receipt of a request to stop or alter the nature of such usage, we or our network providers may, without further notice, apply charges to your account for the excessive and/or unreasonable element of your usage and/or suspend or remove the service(s) from your account.
Unlimited calling is for standard person-to-person calls to standard NZ landlines and mobiles. Calls to “0900”, “018”, “0161”, “0172” and “059” numbers, switched digital (data) calls, collect calls, audio conferencing, and calling card calls are excluded.
Our services cannot be used for auto-dialling or multiple simultaneous calling, continuous call forwarding, telesales, contact centres, bulk texting by machines, automated texting, the use of Cellular Trunking Units (CTUs) or any other activity we reasonably consider (in our sole discretion) to be non-standard usage. These activities are all considered excessive and unreasonable in accordance with this Fair Use Policy.
Nova Energy reserves the right to publish additional terms and/or requirements relating to fair use that apply to some or all of the services which will provide further rules and details around how such services can be used without notice.

Fibre

What is Fibre?

‘Fibre’ refers to a fibre-optic connection that is replacing old copper phone lines. It sends more data at higher speeds than even the fastest connection on a copper line.
Fibre lets people run more devices in their home and access all the online services they need, such as movies, music and gaming.

Why would I want Fibre?

If your home has a number of devices like smart phones, tablets, PCs, Smart TVs or gaming consoles, you need the speed and bandwidth of fibre (as copper ADSL and VDSL internet connections can get congested as more devices are added to the same connection, and used at the same time).
Comparatively, with a fibre connection you won’t see a drop in speed or function caused by running several devices at the same time.
Fibre is the connection to get the most from the internet now and to be ready for the next generation of services, and with Nova you can get our Fibre 100/20 for the same cost as ADSL or VDSL.
Here’s what fibre lets you enjoy:

  • All the entertainment you can handle. Watch TV, movies, sport and more on Netflix, On Demand, Sky Online, Neon, Amazon Prime, Lightbox and the ever-growing list of providers
  • Streaming music via Spotify, Apple Music, SoundCloud or any other online music source
  • The best gaming experiences. Play faster, get updates quicker and add more players
  • Learn faster. Get more information and access video easily - perfect for any level of education
  • Cloud store easily. Greater upload and download speeds let you store your files safely and access them quickly
  • The freedom to work from home. With fibre anything you need to send, receive or access via the cloud is done quickly and easily.

Should I upgrade to Fibre?

While fibre isn’t available everywhere, if you can get it at your address then you should consider it to get the best available internet experience:

  • It’s the fastest available broadband connection with quicker download and upload speeds compared to a copper connection
  • It offers the best experience when multiple users are simultaneously using one connection
  •  With Nova’s Smart Home Plan, a standard install is free, and you will pay the same price for our Fibre 100/20 connection as an ADSL or VDSL copper connection.

If you want to upgrade to fibre, the best option is to sign up initally to the same copper ADSL/VDSL service you are currently using, and we can start the upgrade process once you have switched to Nova.

How do I know if I can upgrade to Fibre?

Give us a call on 0800 668 236, we will carry out a few simple checks and see if you can upgrade to fibre.

How much will it cost me to install/upgrade to Fibre?

With Nova’s Smart Home Plan there are no additional charges for standard Fibre installs and upgrades. Additional charges may apply to non-standard installations, commercial installations and upgrades, and we will let you know if these apply to you.
Your set-up on to Fibre is subject to a site visit from your Local Fibre Company to confirm they can install fibre at your address and/ or if additional work is needed (which may have an additional charge).

What is the process to upgrade to Fibre?

We will organise this with you. It is a three-stage process if your home hasn’t had fibre installed previously , starting with a visit to your property from a Local Fibre Company technician. The technician will discuss how best to connect fibre to your property with you and you will be asked to approve the connection plan.
Next, they will carry out the external build work to get you connected before returning to install your internal fibre equipment. The technician will test that your connection works and ensure that you are up and running.

Will I need to wait at the property for a technician?

This will be dependent on your Local Fibre Company but our Nova connect team will guide you through this and ensure you know whether you need to be on site or not.

How long does it take to upgrade to Fibre?

Generally (unless you are a special case) a fibre upgrade takes up to 21 days. Special situations include where the Local Fibre Company needs to gain permission for fibre to cross private property or where permission is required from a landlord. We will work to make sure any delays are communicated to you and minimised.

Will an upgrade to fibre cause any interruption to my internet?

Possibly. Some of the upgrade processes are required to be completed during business hours. Nova will work with you and the Local Fibre Company to minimise any interruptions; however, we cannot make any absolute guarantees.

Getting Fibre installed – renters/flats/shared driveway

Sometimes we need consent from additional parties before your home can be connected to fibre, but we will work with you to help with this process if it affects you.
If your home has a shared driveway, if you live in flat or building with a body corporate, or if you are renting your property, consents are required before fibre can be installed.
If you are a tenant you will need to have consent from your landlord, if you live in a flat or shared building you will need consent from all the owners of the building or their agents and if you are on a shared driveway you will need consent from the owners of all the properties on the driveway.

All you need to know about getting connected

Can I use my own modem?

When you sign up for broadband, we’ll provide you with a NetComm modem and activate your internet connection via the Nova Network.

If you sign up for broadband only, you may use your own modem so long as:

  • it’s compatible with the type of connection (ADSL/VDSL or Fibre) you’re using on our network; and
  • it hasn’t been locked by a previous broadband supplier.

However, please note that beyond providing initial settings to connect your modem to our network (if compatible) we cannot support or troubleshoot Wi-Fi and network performance if you’ve chosen to use your own modem.

Please note that if you also sign up for our phone services, you cannot use your own modem (i.e. you must use the NetComm modem we provide).

If you’re having technical difficulties with your own modem, you’ll need to contact the manufacturer for assistance.

How do I configure my own modem?

First of all, give us a call and we’ll provide you with the modem settings for our network, including your unique subscriber username and password.

Once you have the settings, connect your modem to your computer using an ethernet cable and enter your modem’s IP address into a web browser e.g. Google Chrome, Microsoft Edge, Mozilla Firefox. If you don’t know the IP address, check the base of your modem, the user guide or contact the manufacturer.

Once you’ve logged into your modem, use the settings we provided to configure your modem.

Remember, if you use our landline phone service, you’ll need to use the modem and phone handsets we provide you.

How long will it take to get connected?

Once we confirm your switch to us, we’ll be in touch to let you know your expected connection date.

If you are simply transferring suppliers and keeping the same broadband technology e.g. fibre to fibre or VDSL to VDSL, you can expect to be up and running in around 10 business days, please note; while we remain at COVID-19 Alert Level 4, there will be some delays experienced. However, it can sometimes take longer depending on your unique circumstances.

New fibre or copper installations will definitely take longer and depend on the availability of the company performing the installation. This can often be around 30 business days or even longer if you need consent for multi-dwelling units or a shared driveway.

Will there be any downtime?

You may experience a small period of down time (a few hours at most) when your services are transferred from your current provided to Nova. We will contact you on the day of your transfer to help you get connected and make sure you are up and running.

What happens to my email?

If you have an email address supplied by your current internet provider, this is ‘owned’ by your provider. Nova is unable to transfer this and Nova does not provide its own email service.
You can choose to set up an email account with a free provider like Gmail or Hotmail or you can keep your email address with your current provider. They are likely to charge you a small fee for this; you will need to discuss any charges with them.

Do I need to contact my current provider?

Yes, it’s your responsibility to contact your current service provider to advise them you’re switching to us and to cancel your account with them. You should do this once you receive an email from us confirming your estimated service start date. Ask your current provider to continue to provide you with service until this date.

It’s also a good idea to check any T&Cs you may have signed up to in case there is a specific notice period. Some providers have 30-day notice periods.

Transferring your home phone to Nova – what you need to know

Our home phone plan uses voice over internet (VoIP) technology which means you’ll no longer have a fixed (copper) landline for calling. Your calls will be delivered over your internet connection rather than the existing copper landline.
VoIP handsets are connected to the internet via the modem while the copper phone handsets are connected to the copper phone network by a phone jack.

Can I keep my home phone number?

You can keep your current phone number when you switch your home phone to Nova. Just let us know what your phone number or numbers are when you sign up to one of our phone plans and we will transfer them for you. There is no need to contact your current service provider as we will arrange everything for you.

What if I want to keep my existing copper landline?

If you want to keep your existing copper landline phone service let us know. We'll move your broadband over to Nova, but we'll leave your landline phone connected.
You will need to continue to pay your current landline provider for your copper phone connection.

I have mobile phones with my current provider – does Nova offer mobile phone options?

Nova doesn’t currently offer mobile services. If this changes we will let our customers know.

If you have Monitored Medical and Security alarms, read below

If you have a service such as a monitored security and/or medical alarm, life-support or other critical-support devices, or any service/device that requires a copper landline phone: 
• Check with your supplier or the manufacture to see if the device will work with our internet and phone services.
• Test the alarm works once Nova has transferred your services.
• Contact your supplier if you have any issues with the alarm.
St John’s offer wireless medical alarms. Before signing with us, give them a call to discuss your options. https://www.stjohn.org.nz/Medical-Alarms/

If you rely on a medical alarm, life-support or other critical-support or monitored service, and the provider of these services cannot guarantee its compatibility with our internet/phone services, you should NOT sign up for our services

Will my VoIP phone work if there is a power outage?

Phones that run on VoIP Technology won’t work if there is a power outage or other internet disabling event. In the event of a power outage you may not be able to use our service to dial 111. We recommend you keep your mobile phone charged for emergencies (but note that these services can also be subject to other outage issues).

Getting started - setting up your modem and phone

Quick guides to help you set up your modem and phone.

Internet/modem set-up for ADSL/VDSL copper connections

All the cables you need are provided in the box with your new NetComm modem.

Internet/modem set-up for Fibre connections

All the cables you need are provided in the box with your new NetComm modem.

Home phone set-up

All the cables you need are provided in the boxes with your Panasonic home phone and your NetComm modem.

  1. Locate the RJ11 telephone cable that connects your home phone to your NetComm modem.
  2. Take the phone cable and connect one end into Telephone Port 1 or 2 on the back of your modem.
  3. Connect the other end of the phone cable to the main phone base unit. Connect the main phone base unit to the power supply using the connection supplied.
  4. Insert two of the AAA batteries that came with the phone into each handset as directed by the label in the battery compartment.
  5. The second phone handset can be installed in another location in your home. The phone needs to be plugged into a power supply using the connection supplied. Note: This handset does not require any other cabling as it uses a wireless phone connection.

Getting the most out of your internet

Which Wi-Fi frequency (network) should I choose?

Our NetComm modem includes two Wi-Fi frequencies – 2.4 GHz and 5 GHz. These are represented by the Wi-Fi network names displayed on the base of the modem.

The 2.4 GHz network has a longer Wi-Fi range because lower frequency signals penetrate solid objects better than higher frequency signals. Choose the 2.4 GHz network on devices that are typically used further away from your modem.

The 5 GHz network gives you faster transmission of data (bandwidth) which means files will usually download faster and video streaming will usually be smoother. However, this frequency has a shorter range. Choose the 5 GHz network on devices that consume large amounts of data and are typically in the same room as your modem.

You can select the network frequency to best suit the type of device you are using. However, some devices can only connect to the 2.4 GHz network frequency.

What affects Wi-Fi performance?

There are many factors that can affect Wi-Fi performance. Here are some things to consider around your home.

Modem location

Positioning your modem is really important and determining the right location depends on how you like to use the internet. Generally speaking, it’s best to place your modem in a central room where you will be using Wi-Fi the most. Place it up high, in the open and standing upright in its designed position. A modem knocked over on the floor behind a desk or tucked away in a cupboard will be less effective.

Distance to your devices

Wi-Fi has a limited range which means the further you move away from your modem, the weaker the signal will become. This is why some people might experience weaker Wi-Fi performance in bedrooms for example.

Interference

Obstacles between your device and the modem can also reduce the quality of the signal. Appliances like microwave ovens, Bluetooth speakers and baby monitors emit radio “noise” that can inhibit wireless communication. Wooden and concrete walls, as well as large glass or metal objects e.g. hot water cylinders or aquariums, can also affect Wi-Fi performance.

Number of devices

The more devices that are connected to your network, the less wireless bandwidth is available to each device. This can slow down your Wi-Fi so you might want to consider disconnecting devices you’re not using. Connecting more permanent devices like a TV or computer via an ethernet cable, will also free up Wi-Fi bandwidth for mobile devices (and will usually achieve faster speeds compared to a Wi-Fi connection).

Types of devices

The devices you are trying to connect to the internet may also limit Wi-Fi speed and quality, particularly if they are older devices. Consider the types of devices you are using and whether they might need to be updated to newer Wi-Fi technology.

Other Wi-Fi Networks

Neighbouring Wi-Fi is a common cause of signal interference. If you live in an apartment building, multiple Wi-Fi access points in close proximity can make it difficult to get a strong and consistent wireless signal. To check the interference from neighbouring networks, download a Wi-Fi analyser from Google Play or the Apple App Store and review the channel congestion. If slow Wi-Fi speed is an on-going issue, you may need to set your modem to a less congested channel. You’ll need to call us to change your Wi-Fi channel.

There are also Wi-Fi mesh products available that can help improve your Wi-Fi experience by automatically and dynamically changing channels to optimise the Wi-Fi on each device.

What’s a Wi-Fi mesh network?

A mesh Wi-Fi network is a series of Wi-Fi devices that can be spread around your home to increase your Wi-Fi coverage under a single Wi-Fi network, while not degrading speed. They can also monitor the devices you are using and automatically switch Wi-Fi channels used by devices to optimise performance based on channel congestion.

If you wish to set up a Wi-Fi mesh network in your home and enjoy the best possible internet experience, you may be interested in our special Plume Service. Find out more.

Troubleshooting

At Nova we do our best to deliver you a great service, but from time to time your internet may not work as expected. If you are having issues with connecting to the Internet or your Internet seems slow, try some of the following troubleshooting steps:

I am unable to connect to the Internet

If your Internet is working the following lights on your modem should be green:

ADSL/VDSL copper connection - Power, DSL, and Internet.

the lights showing that your copper internet connection is working

Fibre connection - Power, Internet and WAN.

the lights showing when your fiber connection is working

Check if other devices can connect to the Internet

If the lights are green and if other devices e.g. laptop/mobile can connect, your device may not be set-up correctly to connect to the Internet. Restarting your device may resolve this issue. If the device continues to have issues connecting, please contact the support services for your personal device.

If all or some of your lights aren’t working, try these simple actions:

  • Check the Power Light
    Check the power light on the modem is green. If there is no light, make sure the power supply is plugged in to the back of the modem, switched on at the wall socket, and check the “On/Off” switch on the side of the modem is pushed in.
  • Check the cables
    Check that the cables supplied with your NetComm modem are connected to the back of the modem see the diagrams under the getting started section. If the cables aren’t connected correctly, connect them using the guides and restart your modem.If you are unsure which cables need to be connected or connecting the cables did not work, please contact Nova’s connect team for further assistance on 0800 668 236.
  • Restart the modem
    Sometimes a restart of the modem can solve the problem.
    Turn the power supply off at the wall socket and wait for 30 seconds.
    Turn the power back on and wait for the power light to turn from red to green.
    Wait a further 15-30 seconds for the Internet light to turn green. The DSL (copper connection) or WAN (fibre connection) light may also be flashing during this time.

the lights showing that your copper internet connection is working
ADSL/VDSL connection

the lights showing when your fiber connection is working
Fibre connection

If this does not fix your issue contact Nova’s connect team on 0800 668 236.

How can I test my Wi-Fi speed?

You can test the Wi-Fi speeds throughout your home by running a speed test in different rooms. Each test takes about 30 seconds and figures out your Wi-Fi speed by measuring how much data can move through your connection in that time.

  1. Connect to your Wi-Fi network on a mobile device
  2. Open your preferred internet browser
  3. Go to google.co.nz
  4. Search for ‘internet speed test’
  5. Click ‘RUN SPEED TEST’

To test the speed of the internet connection to your home, use an ethernet cable to connect a computer to the modem and run the speed test again. This will test the speed of your internet connection on our network (rather than Wi-Fi speed).