How fast is ADSL broadband?

It has been the standard in NZ for a long time and, depending on the quality of your lines, gives download speeds of up to 24Mbps and upload speeds of 12Mbps. This is plenty for the basics like emailing, surfing the net and checking social networks.

When you say unlimited plans – do you really mean unlimited? Really?

We sure do. It’s all you can eat broadband. So get online and munch away!

Can I keep or choose my phone number?

As long as you are in the same area you can keep your current number and if you prefer you can pick a new one. Otherwise we can simply allocate one for you.

How much faster is VDSL broadband?

Heaps faster than ADSL! Depending on your line quality, you could get download speeds of up to 70Mbps and upload speeds up to 10Mbps. There are a number of factors involved such as the condition of the copper cables and the distance from the nearest cabinet. The closer you are to the cabinet – the better.

Should I choose VDSL or Ultra Fast Fibre? (Ultra Fast Broadband)

If you can get both at your address then you should consider fibre. It uses fibre optic cabling instead of copper which means the speeds are more consistent and faster. Fibre is a little trickier to install than VSDL, but it’s worth it.

Is it easy to install VDSL and how much does it cost?

It’s super easy! When you order VDSL we offer a standard connection similar to ADSL. Please note you will still need a compatible modem to receive the full benefit of VDSL.

We have a range of VDSL plans and when you sign up to a 24 month contract standard installation and a top-spec modem is free too.

What if my speed isn’t any faster than ADSL?

After 10 days, if the speed is not consistently better than 15Mbps download, and we aren't able to improve things, you can switch back to standard ADSL at no extra charge or penalty.

How fast is Ultra Fast Fibre? (Ultra Fast Broadband)

Super fast, way fast, ultra fast even! Ok, that’s a bit cheesy, but you get the point! Our base Fibre plans are at least 3 times faster than ADSL with speeds up to 100Mbps download and 100Mbps upload. If you live in Dunedin, Ultra Fibre Gigatown can provide a blazing 1000Mbps download and 500Mbps upload. Awesome!

These speeds are maximums and like VDSL, actual speeds will be affected by various factors including time of day, NZ and overseas networks, your modem and computer technology, internal business wiring and other environmental factors.

Should I choose Ultra Fast Fibre or VDSL Broadband?

If you can get both at your address then you should consider fibre. It uses fibre optic cabling instead of copper which means the speeds are more consistent and faster, so it's perfect if you have multiple devices and users at the same site. With fibre you may need consent from neighbours or property owners. Installation involves laying new fibre optic cables so you will need to make time for a site assessment and then allow a full day for installation. So there is a little more involved but actually, it's pretty straightforward.

Will Fibre affect my monitored or medical alarm?

When we connect you to Fibre we will disconnect your copper phone line (if you have one) and replace it with a fibre based phone service (or no phone service if you go Naked). This may affect the functionality of services such as medical and monitored alarms, faxes, EFTPOS or set top boxes that use the existing copper phone connection to communicate. Please make sure any equipment is compatible with a Fibre landline by contacting the manufacturer or arranging for a test call at the point of installation.

Your Ultra Fast Fibre service requires mains power to operate. If power is not available (e.g. during a local power outage) the broadband, and any services which run over it (such as your phone line*) may stop working unless you have battery backup at your business. You should check with the provider of existing services such as fax, security alarms, medical alarms, EFTPOS, payTV connections to make sure they will operate with this service.

*You won't be able to make 111 emergency calls from a phone line that runs on your fibre service if there is a power outage.

What's the story with getting Ultra Fast Fibre installed?

Installing fibre to your business involves physically connecting a fibre optic cable to your property from the roadside. There are a few ways that fibre can be laid to your site (such as surface mounting, digging a trench, underground cabling or through your aerial cables), and the Local Fibre Company (LFC) technician will choose the best option for your property.

If you are not the owner of the property or share access to the property (i.e. a right of way, apartment or block of shops) you will need written consent from the owner and/or neighbours before installation begins. Your LFC can help with the consenting process.

We will submit your desired appointment date and time to the LFC who will perform the installation. If this date/time is not possible we will let you know and request a new appointment. The installer usually arrives between 8am and 11am and you will need to be on site on the day you choose.

What to expect on the day

An installer will arrive at your business site and talk you through what work's required to get your fibre connection up and running, including any work that needs to be done to your property. The technician will complete external and internal wiring, and physical setup, then test the connection to make sure you’re good to go.

You'll need to agree to your Local Fibre Company's end user terms first. View terms.

Standard Fibre installation

The standard fibre installation should suit most New Zealand homes and businesses, and requires a technician from your LFC to carry out work at your house. They will make sure you understand what's required and won't start any work unless you're happy with what's proposed.

Sign-up on a 24 month contract and we'll do this for free.

The Local Fibre Company staff will let you know if your place needs a non-standard installation and what that's likely to cost before they start any work.

If you require your fibre landline service to be connected to your existing premise wiring and jackpoints you will need to stipulate this when you order the service. This will allow you to continue to use any devices that are connected to the business jackpoints such as extra phones monitored alarms, faxes, EFTPOS and set top boxes. The cost to do this wiring work is $49.

Non-standard installation

You'll need this if your business is more than 200m from the Fibre access point on the street (such as down a right-of-way), if your business is part of a block of shops or warehouses, or if any additional wiring is required as a result of a non-standard request inside the business.

The Local Fibre Company staff will let you know if your site needs a non-standard installation and what that's likely to cost before they start any work.

If you require your fibre landline service to be connected to your existing premise wiring and jackpoints you will need to stipulate this when you order the service. This will allow you to continue to use any devices that are connected to the business jackpoints such as extra phones, monitored alarms, faxes, EFTPOS and set top boxes. The cost to do this wiring work is $49.

Disclaimer:

^ 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 400Mbps-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. 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 www.spark.co.nz/speedtest)

30 Day money back network guarantee

We're so confident you'll love the quality of Spark Superfast Wireless Broadband network connection, there's even a 30 day money back network guarantee in case you don't. Spark does not guarantee that the service can be supplied at a particular location. In the event that service is not available at your location, you can return your Spark Wireless Modem to Spark within 30 days of receiving the Spark Wireless Modem for a full refund of the purchase price and first month's access fees (excludes purchases of additional data).

How does the 30 day money back network guarantee work?

If you aren't 100% happy with your signal strength, contact us and arrange to return your modem in its original packaging and in as-new condition to receive a full refund of the modem cost and any plan fee you paid. FYI the refund does not include out of plan charges such as additional data purchases. Our 30 day money back network guarantee doesn't affect any rights or remedies you may have under the Consumer Guarantees Act.

Return the modem to us in the channel it was purchased. It must be in good condition, in original boxes, and with all paperwork, parts and accessories to ensure full credit.

You can only use the Money Back Guarantee once at a given address. If you’ve moved to a different address within the Superfast Wireless Broadband Coverage area, you will be eligible to use the Money Back Network Guarantee again at the new address, proving you have notified us of the move to the new address.

• No connection possible
• Inconsistent connection (only works on some days)
• Limited speed performance
• You’re using it at the address you ordered for (the installed location)

Note: Only the base plan cost will be refunded. We will not refund overage, additional data purchases, or chargeable calls that are made in addition to the base plan cost.

Why are some customers in 4G areas not eligible for a Wireless service?

To ensure broadband performance and network consistency remain at their optimal levels, Spark may monitor 4G capacity in certain areas to ensure customers are always receiving the best possible service. This may mean Spark has to restrict capacity in some areas at certain times for new customers, particularly if the area is becoming congested.

How many devices can I connect to my Spark Modem?

You can connect as many devices (e.g. computers, tablets, laptops and smartphones) as you want to your modem. Certain devices may use different technologies which will affect the speed. For instance an older device with a slower processor will be slower than a newer device. What you are actually doing on the device will also affect the speed. The more devices you have using your connection at the same time, the harder the modem works to deliver broadband.

Reliable broadband

Spark Wireless Broadband is high quality and reliable. That means less buffering, lag and it doesn't drop out when you need it most.

Superfast speeds

Broadband going slow? Ditch copper and tap into Wireless Broadband. It's superfast technology that sends internet straight to your business.

Easy set up

Get your modem delivered to your door. Then simply plug your modem into a power socket using the cable provided and you'll be up and running in no time.

Some more detail on installing Ultra Fast Fibre

Equipment

There are three pieces of equipment you need installed at your premises: External Termination Point (ETP) - this will likely to be installed next to the current copper external termination point, which is typically outside your building.

Optical Network Terminal (ONT). The ONT is another small box, but this time it's attached to a wall inside your building. It's the place where you'll plug in your new modem, it’s also where your fibre landline will be connected. There are a number of considerations as to what the best location will be for the ONT. These include access to power points, whether you wish to continue to use your existing phone wiring for fibre landline therefore requiring proximity to an existing jackpoint. For internet use where you'll make most use of the internet, perhaps near a centrally located TV or computer. The installation team will discuss these options with you.

A fibre Wi-Fi modem - your local Hub can arrange this for you or we will courier you the modem before the installation, you'll just need to have it on hand when the work starts.

Ducting on your property

If your building was built after 1987 and has underground ducting, there's a good chance the ducting which carries your current phone line can also be used to carry a new Fibre connection.

~If the building was built before 1987 it's more likely to need new ducting. This means the cable will be surface mounted, or a trench will need to be dug to install the ducting. The trench may be dug by the Local Fibre Company, or they may ask for you to organise this yourself. This will be determined at the time of the install. Installers will do their best to minimise the impact on any grass areas and if hard surfaces are affected they will be resealed. Local Fibre Companies have said they will also attempt to reinstate these areas to the previous standard but this is not guaranteed; especially where specific hard services are used (e.g. matching concrete patina, paving stones)

Things to think about before installation

Where do you want to put your ONT and new WiFi Fibre modem? Ideally these should go in a central room close to a powerpoint, in a central location for good Wi-Fi coverage and close to a jackpoint if you wish to continue to use your premise wiring for fibre landline. If finding a spot that meets all your needs is tricky you may need to pay for some additional wiring. The installation staff can discuss this with you in more detail.

We encourage you to review the end user terms provided by your, company, before your installation date as you will need to agree to these before the work starts. View terms.

Who are the Local Fibre Companies?

There are four Local Fibre Companies (LFCs) rolling out fibre across New Zealand: Chorus, North Power, Fast Fibre and Enable.

Can you tell me a little more about what impacts speed?

The Fibre network, like broadband over ADSL, is shared with other properties within your Local Fibre Company (LFC) and Retail Service Provider (RSP) networks. Speeds will vary depending on how many people are on the network at the same time. This is also true for overseas networks when accessing content, such as websites or streaming video. Content such as web pages and videos are stored on 'content servers' so you can access them via your internet connection. Content servers within New Zealand and overseas can reduce the rate (bandwidth) at which you access their content (for instance, when they are very busy), this affects the time it takes to download content and thus your speed. If connecting via WiFi the connection can be impacted by environmental factors like other wireless devices in the building (such as mobile or digital phones) and even your neighbours' WiFi connection. The speed capacity of the devices you are connecting with may be a limitation, for instance the age of their WiFi adapter. Other hardware and software components can also limit the processing of bandwidth and thus your speed. The most reliable connection and faster speeds will be achieved by connecting devices directly to your modem via high-speed Ethernet wiring instead of using WiFi. For example, Cat 5e is a high-quality network cable, designed to deliver Ethernet standard services over short distances at speeds of up to 1Gbps.