How we are supporting Spark customers

We know some of our customers will be facing new or continued hardships as a result of the pandemic that will make it difficult for them to pay their monthly Spark bills. If you’re experiencing financial hardship or your situation has changed, we may be able to move you to a more affordable plan. Please contact us on 123 to talk to our customer team to discuss your situation. Note, early exit fees and modem charges may apply.

Alternatively, our 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.  Find out more

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

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 now

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 spark.co.nz/waystopay

We are working on boosting our rural capacity and have increased data caps

Through the COVID-19 lockdown we were presented with a unique challenge and had to make sure our customers could continue to work, learn and connect from home. So, we made the decision to remove usage caps on capped broadband plans even though as a result we would have a small number of areas where service would be slower at peak times than our usual standard. 

Positively, through this challenge we have now seen that our network was able to cope very well despite the fact overall traffic across New Zealand close to doubled. This has given us confidence to start looking at how we provide higher data wireless broadband solutions more broadly. This is not a simple fix and will take some time to deliver but we are working on it.

In the meantime, we have increased our rural wireless broadband data caps – which means our 120GB plan has gone up to 160GB and our 240GB plan has increased to 300GB.

Helping Kiwis who don’t have a broadband connection

Our subsidised broadband product 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.

Skinny Jump is available through a community partner network, which is overseen by Digital Inclusion Alliance Aotearoa (DIAA) and includes 130 contact points nationwide spanning community libraries and schools, amongst others. The 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. Read more about Skinny Jump