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What to expect when moving house

How much notice?

Give us 10 working days’ notice that you are moving your Spark broadband or home phone and we’ll let you know if there are any issues.

Do I bring my modem?

If you’re an existing Spark broadband customer, you will need to take your modem with you when you move unless you are upgrading to a new technology. If you’re new to Spark, you’ll get a free modem with a 12 month contract.

Monitored alarm

If your alarm is monitored through a copper phone line then you'll need a splitter. If you're moving to Wireless Broadband you'll need to contact your alarm provider to swap to a wireless model which doesn't require a copper line.

Installation day

You might have to be around if a technician has to get access. But we'll let you know before the big day.

Can I take my phone number with me?

As long as you are in the same exchange area you can usually keep your current number however if this isn't possible then you'll need to choose a new number. We'll confirm this once we've arranged your move.

How fast will broadband be at my new home?

Stated speeds are theoretical maximums, and actual speed will be affected by various factors including NZ and overseas networks, your modem, device technology including WFi capability, internal home wiring and other environmental factors. You can find out more about broadband speed here

How much will it cost to move?

Standard re-connection is free, however if there is no existing connection at your new home or we need to get a technician invloved, there may be a charge. We'll confirm this once we've arranged your move.

How much notice do you need before I move?

The more notice the better. But even with lots of warning, be aware that sometimes we can't connect you on a specific day. A technician might not be available, or the people who lived there before you might not have moved their services.

Can Spark re-direct my calls?

Depending on the landline service you currently have, you can either have a free recorded message advising callers of a your new number, or for a monthly fee arrange for call diversion or a customer link. We'll confirm this once we've arranged your move.

What if I've got a monitored alarm?

If your alarm is monitored through the copper phone line then you'll need to install a splitter. This will stop your broadband interfering with your alarm. If you are installing Wireless Broadband then you will need to contact your provider to swap your alarm to a wireless model which doesn't require a copper landline. Alternatively you can upgrade to fully wireless monitoring with Morepork

Do I need to be at home when I'm getting connected?

You might have to be around if a technician has to install the phone line, or broadband. Either way, we'll let you know before they arrive.

Do I need to take my modem with me?

Yes, you will. Because we're moving your connection rather than hooking it up for the first time, we won't supply a new modem when you move. So make sure you remember to pack it up, along with any cables and filters that came with it. Then just plug it in at the new place and you'll be good to go.

Free speed upgrade to Spark Ultra Fibre 100 offer: Limited time offer. Unlimited Ultra Fibre 100 Naked Data plan and 120GB Ultra Fibre 100 with Landline Data plan: Normal price $104.99; $94.99 pricing applicable only for first 12 months of plan. After 12 months the base plan prices will apply. Unlimited Ultra Fibre 100 with Landline Data plan: Normal price $114.99; $104.99 pricing applicable only for first 12 months of plan. After 12 months the base plan prices will apply.

Broadband availability at your address: There are a number of factors that can affect whether or not you can get broadband at your place and the stability and performance of your broadband connection. For this reason - and the other reasons set out here - we don't guarantee the service until it has been installed and your line has been tested.

Installation: At some properties, complications may mean we can't successfully install broadband, or that the installation gets delayed.


^ Ultra Fast Fibre MAX is next generation broadband delivered at blistering speeds, over the fastest residential Fibre service in NZ (using gigabit technology). In optimal conditions - such as those we recommend below*, most customers should see between 700Mbps-900Mbps on a speed test, although some connections may achieve even better than this. In order to get the best performance out of your Ultra Fast Fibre MAX service, you might need to change the way you’re connecting to the internet, and most importantly you will need to have high specification hardware in your home. Ultra Fast Fibre MAX services will not be available in Queenstown, Greymouth and Whakatane until further notice. Spark's Ultra Fast Fibre MAX plan will only be available to residential customers at a residential address. Spark terms and charges will apply.

*To get the best possible performance from Ultra Fast Fibre MAX broadband, we recommend using:

  • A high-spec modem that is capable of supporting these types of speeds, such as the Huawei HG659b from Spark
  • A high-spec laptop or PC, for example Intel i5-3550 3.3Ghz CPU, with 8GB RAM running Windows 10 Home 64 bit operating system and cabled directly into your modem with an Ethernet cable, and ensure all your laptop or PC’s drivers are up to date, and nothing else is running on the internet connection at the same time, and
  • The latest version of your browser, for example Chrome 54.0.2840.87, Mozilla Firefox 49.0.2.

And always test with a local speed test server (for Spark customers this is