Read the terms and conditions for our broadband plans. These are also known as offer summaries.

Wireless Broadband terms and offer summaries:

Rural Wireless Broadband Plan Terms / Offer Summary

Basic Wireless Broadband Plan Terms / Offer Summary

Lite Wireless Broadband Plan Terms / Offer Summary

Everyday Wireless Broadband Plan Terms / Offer Summary

Max Wireless Broadband Plan Terms / Offer Summary

Portable Broadband Plan Terms / Offer Summary


Fibre Broadband terms and offer summaries:

Everyday Fibre Broadband Plan Terms / Offer Summary

Essential Fibre Broadband Plan Terms / Offer Summary

Max Fibre Broadband Plan Terms / Offer Summary

ADSL/VDSL terms and offer summaries:

ADSL Unlimited Plan Terms / Offer Summary

VDSL Unlimited Plan Terms / Offer Summary

Fibre broadband and landlines will not work during a power cut. This means the landline and devices such as medical alarms or cordless phones won't work in the event of a power cut. This could impact your ability to contact 111 emergency services. We recommend you have an alternative method, such as a charged mobile phone or a power backup device like an uninterruptible power supply (UPS) to keep you connected.

If you’re a Spark account holder and either you or someone in your household needs to contact 111 services on your landline for medical, disability or security reasons, Spark will provide eligible customers a suitable device to contact 111 in the event of a power cut. To apply you’ll need to download and complete a Vulnerable Consumer form after you have submitted your order. Learn more about Vulnerable Consumers

Fibre 50 and Fibre 300 speeds shown are Spark's estimated peak time average speeds. You may experience higher or lower speeds than these national averages. Factors such as the performance of your modem, location of the server you’re connected to, the performance of your device and your in-home WiFi setup can impact the speeds experienced. 

Fibre 100 and Fibre Max speeds shown are peak time average speeds for Spark from the Commerce Commission MBNZ Winter report. You may experience higher or lower speeds than these national averages. Factors such as the performance of your modem, location of the server you're connected to, the performance of your device and your in-home WiFi setup can impact the speeds experienced. 

Spark terms and charges will apply.

*To get the best possible performance from Max Fibre broadband, we recommend using:

• A high-spec modem that is capable of supporting these types of speeds, such as the Spark Smart Modem.
• 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. Ensure all your laptop or PCs 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 spark.co.nz/speedtest

• You may only use your Spark Wireless Broadband modem to receive the service at the installed location. If you use it at another location, we may suspend, disconnect, or restrict your Spark Wireless Broadband service without notice. We need to manage our 4G network to give all customers a reliable and consistent service; if customers move their modem to a new area, this limits our ability to do this. If you move house, let us know beforehand so we can confirm what broadband options are available and get you correctly set up for your move.
• Wireless services do not work in the event of a power cut. This means landline services or devices such as cordless phones and other devices (like medical alarms) may not be able to work. This could impact your ability to contact 111 emergency services. We recommend you have an alternative method, such as a charged mobile phone or a power backup device like an uninterruptible power supply (UPS) to keep you connected.
• If you’re a Spark account holder and either you or someone in your household needs to contact 111 services on your landline for medical, disability or security reasons, Spark will provide eligible customers a suitable device to contact 111 in the event of a power cut. To apply you’ll need to download and complete a Vulnerable Consumer form, after you have submitted your order. Learn more about Vulnerable Consumers
• If you have a monitored alarm that uses your landline, you’ll need to update it to a wireless option. Most medical alarm providers offer wireless monitoring solutions. It is important that you arrange this with your provider. The Spark Wireless Broadband modem requires mains power so service (including access to emergency services) will not be available in the event of a power failure. We recommend having a charged mobile phone available for use during power outages. If you have a monitored alarm that uses your landline, you’ll need to update it to a wireless option. Most medical alarm providers offer wireless monitoring solutions. It is important that you arrange this with your provider.
• Spark's Wireless Broadband service does not use a copper connection or phone jack points in your home. You can use portable cordless phones (which are available from Spark) if you need multiple phones in your home.
• If you use all your plan data, extra data will automatically be charged to your account at $10 for 10GB. Extra data packs can be purchased but limits apply.

ADSL/VDSL, also known as Unlimited Broadband ADSL/VDSL

• Find out more about broadband speeds. Note that stated speeds are based on theoretical maximums. Actual speeds will be affected by various factors including NZ and overseas networks, your modem and computer technology including WiFi capability, internal home wiring and other environmental factors. Find out more about broadband speed
• Charging for Spark broadband starts once your service is connected to our network. Please be aware you need to let us know 30 days in advance if you wish to cancel your service (or services). If you change or remove your plan or package within 30 days you will still be charged for the full month.
• Charging for Spark Broadband starts once your service is connected to our network. 
• Let us know 30 days in advance if you wish to cancel your service (or services). If you change or remove your plan or package within 30 days you will still be charged for the full month.
• These plans don't come with landline. You'll need to add these separately.
• The following terms apply:
  Fixed Line Terms 
  General terms
  

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

Super fast. Our base Fibre plans start at 3 times faster than ADSL and will give you average speeds of 860Mbps download and 501Mbps upload.

Speeds shown are peak time average speeds from the latest Commerce Commission MBNZ report. You may experience a higher or lower speeds that these national averages. These speeds are averages 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 home 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 in the same house hold. 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 straight forward. 

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). 

• Effects on Other Services:

Fibre modems are reliant on power. This means the landline and devices such as medical alarms or cordless phones won’t work in the event of a power cut. So, it’s important to have a mobile phone handy for emergencies. If you or someone at your place, don’t have a means to contact 111 during a power cut and are at particular risk of needing to call 111, you can register as a Vulnerable Consumer. If your application is successful, we will provide you with a way to call 111 during a power cut, at no cost to you. You can apply by filling out an application form. Find out more about Vulnerable Consumers at www.spark.co.nz/vulnerable 

If you have existing service you’re planning to use with your fibre broadband connection, you should check with the provider of those services to make sure they’ll work. This could include medical alerts, monitored home alarms, and interactive features of Sky TV.  If you want to make calls from a landline (including 111 calls), you’ll need to sign up for Fibre with a landline. 

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

Installing Fibre to your house 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 house (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 flats) 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 12pm if you select a morning preference or between 12pm and 5pm if you select an afternoon preference and you will need to be home on the day you choose. 

• What to expect on the day:
  • An installer will arrive at your home 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. Find your local fibre company on the UFB website. Go to UFB site   
    
    

Standard Fibre installation 

The standard Fibre installation should suit most New Zealand homes 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 to any Spark Fibre plan and the standard install is 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 home jackpoints such as extra phones monitored alarms, faxes, and set top boxes. There is no cost to do this wiring work.. 

Non-standard installation 

You'll need this if your house is more than 200m from the Fibre access point on the street (such as down a right-of-way), if you live in an apartment or block of flats, or if any additional wiring is required as a result of a non-standard request inside the house. 

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 home jackpoints such as extra phones monitored alarms, faxes, and set top boxes. There is no cost to do this wiring work. 

What about my landline service?

A Wireless Landline service is available for an extra $10p/mth with all of our Wireless Broadband plans (excluding Wireless Basic which has a landline included) and making calls with it will work the same as your current landline today.

What if I have my toll calls with a different provider?

If you choose a Wireless Broadband/Landline plan you will have to use Spark for your direct dial toll calling (Non-code access). That means you won't be able to use another company to make your toll calls and any toll calls you do make will be charged to your Spark account.

Are there any other services that I can't use with a Wireless Landline?

The following services don't work with Wireless Landline:

• Monitored alarms — including medical and security alarms — that use your landline
• You cannot use a SKY remote to download SKY "pay per view" movies or games, or SKY betting. You can still order SKY "pay per view" movies or games by calling SKY TV
• Home 0800
• Hotline
• Unlimited data
• Talk it up neighbouring area
• Eftpos machines that require a landline
• Faxes
• Centrex
• Dual Number
• ISDN
• PABXs
• Stepping

Can I use my existing home phone with Wireless Landline?

Your existing home phone calling will work as normal when plugged into the back of the modem. If it's a cordless (DECT) phone, you’ll still need to have the base station connected to power. If you have multiple phones in other rooms that are connected via the jackpoint in the wall, these will not work.

If you want to use multiple phones, we recommend using a cordless (DECT) phone with multiple handsets.

How can I keep track of my usage, and what if I want more data?

It's super easy to keep track of your usage, you can see how much data you have left by logging into your account in MySpark. Once you reach your data cap, extra data is charged at $10 for the first 10GB, then data usage is blocked. Extra data can be purchased at 10GB for $10 and this can be purchased as a one-off or recurring monthly. You can add extra data using MySpark online or via the app. Go to MySpark

Does Wireless Broadband work in the event of a power outage?

Wireless services do not work in the event of a power cut. This means the landline or devices such as cordless phones and other devices (like medical alarms) may not be able to work. This could impact your ability to contact 111 emergency services. We recommend you have an alternative method, such as a charged mobile phone or a power backup device like an uninterruptible power supply (UPS) to keep you connected. If you’re a Spark account holder and either you or someone in your household needs to contact 111 services on your landline for medical, disability or security reasons, Spark will provide eligible customers a suitable device to contact 111 in the event of a power cut. To apply you’ll need to download and complete a Vulnerable Consumer form after you have submitted your order. Learn more about Vulnerable Consumers

How do I connect all my devices to the new Wireless Broadband modem?

Your new modem will have a different WiFi network name so you’ll need to set up your devices to connect to this. On your computer or other devices (i.e. mobile or tablet), just search for the new network. It will show up as SPARK-XXXX (the exact name is shown on the sticker on the bottom of your modem). Choose that one, then enter the WiFi Key (case sensitive) to join the network. You’ll find all this information on the bottom of your modem.

Find out how to set up your modem and follow steps to fix any issues. Get modem help

What does ADSL and VDSL mean?

ADSL and VDSL are acronyms for the names of each technology. Asymmetric Digital Subscriber Line and Very-high-bit-rate Digital Subscriber Line. Both technologies use the copper line network (like a traditional home phone line). Fibre is the newest technology and uses fibre optic cables.

How fast is ADSL Broadband?

ADSL Broadband has been the standard in New Zealand for a long time and, depending on the quality of your lines, will give you average download speeds of 8.5MBps and upload speeds of 0.8Mbps. 

Speeds shown are peak time average speeds from the latest Commerce Commission MBNZ report. You may experience a higher or lower speed than these national averages. 

How much faster is VDSL Broadband?

It's a lot faster than ADSL. Depending on your line quality, it will give you average dowload speeds of 43.6Mbps and upload speeds of 13Mbps.

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.

Speeds shown are peak time average speeds from the latest Commerce Commission MBNZ report (or for Fibre 50, Spark’s own estimates). You may experience a higher or lower speeds that these national averages.  

When you say ADSL unlimited plans - do you really mean unlimited? 

Yes. It's all you can eat broadband. 

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. 

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 12 month contract standard installation and a top-spec modem is free too. 

Do I need a new modem? 

We’ll send you a high-spec compatible WiFi modem before the installation date and you'll need to have this on hand when the work starts. The modem will then be connected to the new VDSL jack point. So ideally, the jack point and modem should be installed where you'll make most use of the internet; for example, next to a centrally located TV for game consoles or in an office for desktop computers. Sign up with Spark for 12 months and the modem is free! 

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

Once VDSL has been installed, a technician will fine-tune the new service. While this is going on there could be some variability in how your connection performs. 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. 

Important information about modems

• Modem not included with 4G Wireless and Fibre open term plans but can be purchased from Spark at an additional cost. If you purchase a modem from Spark, it may not be compatible with other Spark broadband services or other service provider’s services.
• Modem interest free payment options available, terms apply. See interest free options
• Outstanding interest free payments must be paid in full if you leave Spark or change to a broadband technology where interest free payments are not available.
• Modem postage and handling fee applies.
• You can bring your own modem, but this may impact your broadband experience. Spark 4G Wireless Broadband will require a Spark modem.

Some more detail on installing Ultra Fast Fibre

Equipment

There are three pieces of equipment you need installed at your home:

• External Termination Point (ETP) - this will likely to be installed next to the current copper external termination point, which is typically outside your house.
• Optical Network Terminal (ONT). The ONT is another small box, but this time it's attached to a wall inside your house. 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 WiFi modem - we will courier you the modem before the installation, so you'll just need to have it to hand when the work starts.

Ducting on your property

If your house 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 house 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 WiFi 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 local fibre company before your installation date as you will need to agree to these before the work starts. Find your local fibre company on the UFB website. Go to UFB site

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 Fibre speeds?

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 both in your house and in general on the Internet. 

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 house (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.

Availability

Broadband is not available in all areas. Factors such as distance from our equipment or the network's capacity, means we may be unable to deliver Spark broadband to a specific address.

Sometimes further checks are required before we can know if you can get Spark broadband. In some situations, for example with complex Fibre installations, we will not be able to confirm whether you can get Spark broadband until we, our contractors or agents have commenced installation. For this reason and the other reasons set out here we do not guarantee service until installation is complete and your connection line has been tested.

Speeds

The actual speed of your home broadband will be affected by various factors including NZ and overseas networks, the distance from your house to your local exchange, your modem and computer technology, internal home wiring and other environmental factors. More about speeds

Calling costs and plans

Our broadband + landline plans require you to have your broadband, landline and toll calling all with Spark.

National calling

Applies to direct dial voice calls from your home line to landlines in New Zealand. Call for up to two hours and pay no more than $3.00 per call to NZ landlines, after two hours you will be charged 24c per minute. Excludes calling cards 059, 0161, premium numbers (0900 and any International equivalent), calls made via Home 0800 or International 0800.

Mobile calling

Applies to calls made to standard New Zealand mobiles. Call for up to two hours and pay no more than $5.00 per call to New Zealand mobiles, after two hours you will be charged 0.39c per minute. Does not include calls to mobiles of overseas visitors roaming in New Zealand.

Fair Use Policy

Fair Use Policy applies on the Weekend National and Mobile calling plan.

Naked Broadband

Naked Broadband means you no longer have a landline. This means if you used to have a home phone, it will stop working and you will not be able to use it to call 111 emergency services. As such we strongly recommend that you consider keeping a back-up device, such as a charged mobile phone, for emergencies.If you currently have an active landline phone any features such as voicemail and caller display will be deactivated when you change to Naked Broadband.Services that use a landline phone line, such as medical alerts, monitored home alarms, faxes, the interactive features of SKY digital or PABXs are incompatible with Naked Broadband.