Service Overview

Service Description

Sweet Fibre Broadband is a standalone broadband service for personal customers.

Availability

Electric Kiwi Broadband is available throughout New Zealand. If you can join Electric Kiwi for power and your property has fibre installed, there is a pretty good chance we can supply you. You will be able to confirm this during the sign up process, otherwise you can check in with the team on live chat and they’ll be able to let you know for sure.

Service Charge

The daily/monthly price for Sweet Fibre Broadband is set out below and on our pricing page. 

• Data allowance - Unlimited
• Price - $2.65 per day ($79.50 per 30 days)
• Extra data - N/A
• Average peak time speeds - 323Mbps down & 108Mbps up

Prices are current as at March 2023 and are subject to change. To see current pricing please see electrickiwi.co.nz/broadband.

Average download/upload speeds with compatible modem at busy times in line with the latest Commerce Commission MBNZ report and our internal data (for the Sweet Fibre plan).

Experienced speeds may be higher or lower than this, for more info see electrickiwi.co.nz/broadband/speeds.

Additional data charges

Not Applicable

Set Up Charges

Electric Kiwi can provide you with a modem if needed. Alternatively, you can choose to use your own modem if it is compatible. Full details of the three options can be found below:

• Buy
  You can purchase outright for $150 on your first bill.


• Rent
  Rent to own an Orbi modem for $0.20 per day (750 days, or 2 years 20 days). Once you have paid off the $150 cost of the modem, it’s yours to keep!
  
  If you leave before then, you can choose to pay for the remaining amount via your final bill and keep your modem, or send it back to us at no extra cost.
  
  If you choose to return the modem, you will have 30 days to do so once we have provided you the courier bag before the outstanding balance will be applied to your account


• BYOD
  You can use your own device that works on our [network] - see our BYOD page for more info.

Service Overview

Performance

Broadband performance can be affected by many factors and the broadband speeds you experience could be different.

For more information about this visit electrickiwi.co.nz/broadband/speeds.

Access Type

Your access type on this plan would be Fibre. For further information on access types and speeds, see the NZ Telecommunications Forum website.

Other Info

Minimum Contract Period

Sweet Fibre Broadband has no minimum fixed term.

Early Termination Fee

Not applicable.

Notice period

Not applicable.

Other Requirements

Not applicable.

Traffic Management

We may use traffic prioritisation policies for our plans at any time to improve the overall performance amongst our customers.

For more information on this, see our full Broadband Terms and conditions.

Service Restrictions

Not applicable.

Fair Use Policy

Our Fair Use Policy has been developed by reference to average customer profiles and estimated customer usage of our services. From time to time, we and/or our network providers may monitor usage patterns.

For a full breakdown of these terms see section 7 of our Broadband Terms and conditions.

Effects on other services

Your Fibre broadband service requires mains power to operate. If power is not available (e.g. during a power outage), your broadband, and any services which run over it, may stop working unless you have battery backup in your home

You should check with the provider of any existing essential services such as security alarms, medical alarms and EFTPOS to make sure they will operate with this fibre (UFB) broadband service.

If you are using a VOIP voice service using the Bigpipe connection, this will stop working if your broadband connection has an issue or outage. This would prevent you from using it to make calls in emergency situations from your VOIP voice service. We would recommend using your mobile phone instead in this situation.

Note that our Sweet Fibre Broadband service does not include a landline phone connection.

Complaints

Information about our complaints process is set out at clause 12 of our Broadband Terms and conditions.

If for any reason you are not happy with any aspect of the products or services we provide you, we'd love the opportunity to put things right. Please reach out to us using the details below:

Contact Info

All of this information, and more, is also available at electrickiwi.co.nz/contact. The best way to contact us is via live chat

Electric Kiwi is a member of the Telecommunication Dispute Resolution (TDR) Scheme.

Visit the TDR website at tdr.org.nz.

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