Last updated 31 August 2021

How we are supporting Spark customers

We are here to help

We know some of our customers will be facing new or continued hardships as a result of the latest lockdowns. Our team is here to help, whether you have an emergency hardware need to remain connected, or if you’re experiencing financial hardship and need us to move you to a more affordable plan, or to arrange a payment extension for overdue bills.

Please contact us. You can message us in the Spark appchat with us on our website, or call us on 123 to discuss your situation with our customer team. Note, early exit fees and modem charges may apply.

Removing data caps on capped broadband plans

To help Kiwis who are at risk of losing access if they can’t afford to go over their existing data limits or are not currently able to upgrade to uncapped in their area, we will be removing data overage charges for all customers who are on data-capped fixed and wireless broadband plans.

This applies to both consumer and small-medium business customers and will commence from Wednesday 25 August and continue until further notice.

Note: As this only applies to customers who incur overage charges as part of their broadband plans, the removal of overage charges will not prevent Unplan broadband customers from being charged for the higher tiers if they use more.

Customers are reminded that network traffic will be monitored and managed to ensure fair use, and to maintain the operational performance of our wireless networks. Customers who are consuming extreme amounts of data will be contacted by us, and where the need arises, we will utilise traffic management to limit congestion – resulting in slower speeds for customers, particularly during peak periods of the day. These measures are necessary to manage congestion due to the record levels of traffic being experienced and to ensure that all our customers get the best experience possible in this busy time.

The traffic running over our networks at the moment is the highest we have ever experienced – including during our last lockdown. We have responded by rolling out capacity upgrades to our mobile network where we can, and we will continue to do so.

Providing essential hardware during lockdown

At Alert Levels 3 and 4, Spark stores are closed to the public. However, some of our retail stores are operating as emergency hardware distribution centres. These stores will offer existing Spark customers a no-contact collection option for essential items, such as a modem and handset and SIM replacement, to ensure that customers can continue to remain connected during lockdown. Find out more about hardware provisioning

Customers can still buy services from our website with contactless delivery through standard courier.

Find the best plan for your needs

If you need more data or if you think your broadband needs have changed, there might be a better plan for you. Check your address to see what options are available. Check my address

Note, early exit fees and modem charges may apply.

To review your data usage, check out MySpark or the Spark app. For information on paying your bill visit our Help page: Ways to pay my bill

Our Financial Hardship Policy

Alternatively, our Financial Hardship Policy provides several options for eligible customers who are experiencing financial hardship due to COVID-19. This could be either a short-term payment extension or other support such as a long-term payment extension by applying for financial hardship support.  View our Hardship Policy

To apply for financial hardship support, complete the Financial Hardship form. View Financial Hardship form

Helping Kiwis who don’t have a broadband connection

From Wednesday August 25, until further notice, our not-for-profit broadband product Skinny Jump will come with an additional 6GB daily data bonus on weekdays, from 9.00am - 3.30pm, to support families to work and study during these times

Note: This data boost only applies to standard Skinny Jump plans and the Ciena Jump for Students Fund. Sponsored plans including AUT and the Awhi Matihiko: Red Cross Digital Settlement package are not included.

Skinny Jump aims to bridge the digital divide for New Zealanders who don’t have access to broadband at home because cost is an issue. It is available through a community partner network, which is overseen by Digital Inclusion Alliance Aotearoa (DIAA) and includes 248 contact points nationwide spanning community libraries and schools, amongst others.

The Skinny Jump service is provided for $5 for 30GB of data (with the option to renew up to five times a month) and comes with a free Wireless Broadband modem. It is entirely prepaid, so there are no long-term contracts or credit checks needed.

All it takes to get set up is to register through a partner and plug in the modem. 

Note: Partners will be operating remotely at Alert Levels 3 and 4, and orders will be processed over the phone and modems will be sent through by contactless courier.  

Read more about Skinny Jump