Installations and Signing Up

How do I get Sky Broadband?
Sky Broadband is currently only available to Sky customers who already have Fibre and who have registered their interest on our registration page.
I already have Fibre
If you already have Fibre installed and want to join the experts in entertainment, simply:
•    Register your interest on our registration page
•    You will be sent an email to let you know when Sky Broadband is all up and running 
I don’t have Fibre - How to get Fibre at your place
If you haven’t checked already, you’ll need to see whether you have fibre in your area. If it’s not yet available we can let you know when your Local Fibre Company (LFC) plans to install fibre in your area so you know when lightning fast Sky Broadband is ready to make its way to your place.

Sky Broadband is currently only available to Sky customers who already have Fibre and who have registered their interest on our registration page. You can check to see if Fibre is available at your place here on the registration page.

Importantly, Some services like monitored alarms or medical alert devices may not work with fibre broadband services.  Please check with your supplier or manufacturer.

If you have access to fibre in your area you’re one step closer to experiencing Sky’s lightning fast broadband. When you’re all ready to get Fibre and Sky Broadband, here’s what will happen:

Step 1 – Order Sky Broadband
  • It’s easy to sign up to one of our Sky Broadband plan once it has become available. Once you have successfully signed up and are eligible to have fibre installed in your home, we will ask an LFC to begin the installation process for you. The LFC will manage the process for getting fibre installed to your home.

Step 2 – Installing your Fibre
 
  • Getting your fibre sorted has three parts to it. The time it takes to get each part sorted depends on your home. For example, almost all new builds have equipment in place to make it super simple to connect to fibre, however, if you have an older home with a shared driveway extra time for consents and build activity will be required.
     
    • Plan: The LFC will organise to meet you at your home to discuss how the Fibre cables will be laid from the boundary of your property to your home. 
      During this stage, you may need to get consent from your neighbours, landlord or body corporate before any cables can be laid. Your LFC will guide you through the process.
       
    • Build: Once the plan is agreed the Fibre technician will lay the cables from the boundary to the outside of your home as agreed in planning stage. This may happen in a return visit depending on what is required at your place. 
       
    • Connect to Fibre: Once the cables are laid, the Fibre technician will complete the connection by running cables from the outside of your home to the inside and connect you to their fibre network. 
       
  • It is important for someone to be home who is over 18 and can make decisions about where equipment will be installed and give the technician access to areas they need to work in. 

Step 3 – Sky Broadband Set Up
 
  • Once your Fibre is installed and connected inside your home, we will connect you to Sky Broadband. 
    • If you selected Self Set up, we will send your equipment to you and then let you know when you can plug in your Sky WiFi Router.
How long does it take to install Fibre?
It all depends on your home. Most installs are simple, but the process can take longer if your Local Fibre Company needs to get permission to lay new fibre down shared driveways or into apartment buildings, but don’t worry, they will guide you through the process if this is the case.

Those straight-forward installs are able to be completed in one appointment. The Local Fibre Company will let you know on the day if this is the case. 

Full installations with two visits from the Fibre technician will take longer as new lines need to be organised into your home. Other installations may require two visits from the LFC Technician, the first visit to discuss the installation options with you and prepare any work required outside of your home, the second visit to install the Fibre Box in your home.  But don’t worry, you will be updated on the progress to ensure that your set up is smooth and easy.
What is meant by a “standard” install? Will it always be free? 
As at March, 2021 Local Fibre Companies (LFCs) are offering ‘standard’ residential fibre installations for free. This isn’t a service that we can guarantee forever so jump on board to take advantage of free installs. 

Standard installation services differ depending on who your LFC is in your area. Don’t worry though - if your installation isn’t considered to be standard, your LFC technician will advise you that it is non-standard during the planning stage.  

An example of a non-standard install might be that you wish to change the standard method of getting the fibre cable from the street and into your home, or have special reinstatement requirements, additional charges may apply. 

Up close and personal with fibre

So what is fibre broadband?
Simply put, broadband is high speed internet access. Fibre broadband’s a type of broadband that’s even speedier. It uses fibre optic (glass) cables, which are better at transferring data than standard copper cables. And by data, we're talking online gaming, streaming movies and music, and video calling. Basically, you can do all the things you love on the internet a lot faster. 
How fast is it really? 
Lightning fast, literally. You see, it uses fibre optic (glass) cables and light to send data at the speed of light. This means you can get up to 900mbps download and 400mbps upload speeds in your home! To experience it at its speediest, plug your laptop, gaming console or device directly into your router using an ethernet cable (looks like an old-fashioned telephone cable with a plastic clip thing on each end) and prepare to be blown away! 

Do I need a Sky WiFi Booster?

A Sky WiFi Booster extends your WiFi coverage way beyond what a single Sky WiFi Router can do, filling in the gaps in your home. Think of it as like having a stereo with speakers in every room. We recommend Sky WiFi Boosters if your home is on the larger side, or has many rooms or obstructions.  
 

Let’s Get You Set Up

Connecting to your Fibre Box/ONT (Optical Network Terminal)
So what is an ONT?  It’s the box installed by a technician from your Local Fibre Company (like Chorus, Enable, Northpower or UFF).  It delivers fibre internet into your home.  We call it the “Fibre Box”.

If you’re speaking to our helpful Sky Crew, they might ask you to locate your Fibre Box so we can be sure it’s working as it should prior to your Fibre getting switched on at your place. This way we can make the process move as smoothly as possible. Below, are a few things to check.

If you need a Sky WiFi Router and Booster/s our NZ Based Sky Crew will get you sorted. Then, it’s time for a bit of DIY - no need to call a technician, simply do it yourself. 

Just follow these steps:
  1. Find your Fibre Box at your place. It may look like one of these (see images below)
  2. Check that the power is plugged in to the wall, switched on and the power and PON lights are on. Look for the labels ‘power’ and ‘PON’ or ‘GPON’.
  3. Once your Sky WiFi Router has been delivered you can connect it to your ONT. 
  4. Follow our helpful guides to connect your Sky WiFi Router and Booster – (link to router)   (link to booster)
Fibre Box (ONT) examples:
 
 
Router and Booster Setup
Next stop is our Quick Start Guides - these nifty step-by-step guides will help you set up your Sky WiFi Router and Sky WiFi Booster quickly and simply. Plus, you’re in luck, we have some How To videos to step you through your set up. So let’s crack into it!

Click here for our Sky WiFi Router guide 
Click here for our Sky WiFi Booster guide

See the ‘Bringing my own Router’ for information on how to set up your own non-Sky Router.
What is a WiFi Booster? 
A Sky WiFi Booster extends your WiFi coverage way beyond what a single Sky WiFi Router can do, filling in the gaps in your home. Think of it as like having a stereo with speakers in every room. We recommend Sky WiFi Boosters if your home is on the larger side, or has many rooms or obstructions.   

Plus it’s super simple to set-up. 
What do the lights on my router mean?
 
What happens if my Sky Router or Booster is faulty?
If you have followed the quick start guide and troubleshooting section for the device concerned and it appears to not be working correctly, call our friendly NZ based crew and we will try and help you get it up and running. If the device turns out to be faulty we will order a replacement and will have this sent to your address along with a return courier bag so that the faulty device can be returned to Sky. See Returning My Equipment for information on returns. 

Bringing My Own Router

Can I bring my own router?
We would recommend using a Sky WiFi Router, but if you have a router that you’re particularly attached to and you want to keep using, or an existing Home WiFi solution that you’re happy with then no worries. Sky Broadband will work with most routers, though some may not be compatible or could be tricky to set up. If you’re comfortable changing your router settings here is some need to know information:

Sky Broadband uses the following configuration that your device must support for this to be compatible.
 

Access Type 

Ethernet WAN cable 

Note: Some devices can be configured for both Fibre as well as ADSL or VDSL (Modems). These may require additional advanced setup to connect. 

Protocol 

PPPoE 

Note: Sky supports both IPv4 and IPv6 dual stack 

VLan tagging 

Enabled 

VLAN ID 

10 

Username 

User@sky.co.nz 

Password 

Password 

MTU 

1492 

Are there routers that don’t work?
Some Internet Service Providers (ISPs) lock their router to their network, or block the settings required. Some routers don’t support Sky’s Broadband configuration.

The following routers are known to not work with Sky Broadband.  There may be others that we are not yet aware of.
  • Vodafone’s Technicolour router
  • MyRepublic TG789 router
  • Vodafone and Spark HG659 devices require access to the advanced section of the router

All devices designed as Modems (a device for ADSL or VDSL services instead of Fibre) may not be configurable to work with Fibre. 

Key things to know if you want to bring your own router

Support
  • Our Sky Crew will do their best to get you up and running if you bring your own router, but cannot provide full support to routers not provided by Sky. We may not be able to deliver the best WiFi experience in your home if you decide to use your own router.
  • Our Sky WiFi Boosters won’t be compatible with your own routers.  
  • If you do have problems setting up your own device, you can still request one from our NZ based Sky Crew after signing up if one was included in your plan. Shipping takes 3-5 business days.
  • If you are having problems setting up your own device and request a Sky WiFi Router, please note that we will start billing you from the date your contract for Sky Broadband starts which could be before our router arrives. See details about Billing here.
Wireless Home Solutions
While wireless home solutions such as Google Home, or Netgear Orbi’s can be configured     to access the network directly, they can also be used in conjunction with a Sky WiFi Router. 
  • To set this up, follow our guide on Setting up the Sky WiFi Router and connect your personal home WiFi device to an Ethernet port on the Sky WiFi Router.
  • Make sure you disable WiFi on the Sky WiFi router
  • In the event that you’re unable to connect to your WiFi devices such as Google Home etc., your Sky WiFi Router can be enabled as a backup.
Check whether your current non-Sky router needs to be returned
Many Internet Service Provider’s request their equipment back when you leave. We recommend checking the terms of your agreement so you don’t get caught out with a charge for their equipment.
 
How do I set up my own non-Sky WiFi Router?
OK, it’s a bit more complicated to set up because the instructions vary for different devices. Follow these steps below:
 
  • Consult the router’s user manual or Google the model number. 
  • The instructions will likely tell you to browse to 192.168.x.x or 10.x.x.x depending on the make and model. Some routers may have a setup app, or a setup URL to enter into your browser.
  • You’ll need to log into the router, the login security can differ between routers and this information should also be in the router manual or is sometimes on a sticker on the bottom of the device
Now that you’ve connected to your own router, use these settings to set it up correctly for Sky Broadband:
  • Find a quick start guide, WAN set-up or internet settings
  • If the set-up guide asks a question along the lines of “Does my internet provider require a username and password?”, answer yes
  • Once you find the appropriate section for your device, enter the below settings:

Protocol 

PPPoE 

Note: Sky supports both IPv4 and IPv6 dual stack

VLAN tagging 

Enabled 

VLAN ID 

10 

Username 

User@sky.co.nz 

Password 

Password 

Note: anything will work in these fields 

MTU 

1492 



Nice work! Make sure you save settings and reboot the device by switching it off, waiting a few seconds and switching it back on again.

You’re all set up and ready to roll. Just be aware that because you’ve chosen to use your own router, we won’t be able to provide our full technical support. If your router won’t connect after going through these instructions, contact our helpful Sky Crew who will provide more technical details to you.

The Need For Speed

Why’s my internet in the slow lane?
It might be helpful to think of your WiFi as a motorway. Now just like on a motorway, there are a few common reasons why your internet could be down to a crawl. We have some tips and tricks to make sure you’re getting the best out of your WiFi. 

Your speed can broadly be split into two categories, your internet speed/plan (what is provided into your home) and your home network speeds. If you’re on the Sky Broadband Plan you should expect to see download speeds of between 700-900 Mbps, and upload speeds of 400 Mbps in optimal conditions.

It might be helpful to think of your WiFi as a motorway. Now just like on a motorway, there are a few common reasons why your internet could be down to a crawl:
 
  • Distance: The closer you are to the on ramp (the point where your Fibre enters your house), the faster it is to get onto the motorway the closer you are to the Fibre source (the Router or Fibre Box) the faster your WiFi speed is. 
     
  • Number of users: The more vehicles (users) that are on your motorway (WiFi), the less space (wireless bandwidth) there is available to each vehicle. This can cause your WiFi to slow down to a crawl (even if you’re connected to Sky Broadband’s lightning fast fibre). 

    Where possible, connect devices like TVs or gaming consoles with an Ethernet cable (the one that looks like an old-fashioned telephone cable with a plastic clip thing on each end) to your router to conserve WiFi bandwidth for your WiFi devices. 
     
  • Interference: It’s like someone pulling in front of you on the fast lane of the motorway, then slowing down. Appliances like microwave ovens, cordless phones, Bluetooth speakers and baby monitors make it difficult for the WiFi signal to get past and interfere with its quality. 

    Other obstacles like hot water cylinders, wooden and concrete walls, and anything with metal in it will also interfere with the WiFi signal. Sky WiFi Boosters could help overcome this.
     
  • Other access points: Neighbours’ WiFi is the most common cause of signal interference, especially if you live in an apartment with loads of other WiFi networks around you. 

    It’s like having multiple on ramps onto the motorway that merge with your lane and slow it down. As you move around your home, interference can make it difficult to get strong and smooth wireless signal. 
     
  • Router: Just like an old car struggles to get up to speed on the motorway, an older router can limit the speed and quality of both your broadband and your wireless signal. So it’s best to use the latest tech, like a Sky WiFi Router.
     
  • Device: Just like a powerful V8 can travel faster than a Vespa, some devices perform better. For example, a laptop WiFi antenna will likely give better performance than an iPad or smartphone. 

    With our Sky Broadband plan, even things like your hard drive write speed, or browser version could slow you down. Performance will vary depending on your device specifications.
     
  • Position: It is best to have your router placed up high somewhere central in your home, then you’ll have more chance of staying in the fast lane.  A single router positioned behind a desk won’t be able spread its signal very far.
     
  • Connecting to your router wirelessly vs via cable: Wireless speeds are limited compared to cabled speeds, however they’re getting pushed faster and faster every year. If you’re looking to put your Broadband to the test, or trying to get the maximum result on a speedtest, we recommend that you start by testing via cable before testing WiFi.
My bedroom’s an internet black spot. What can I do?
WiFi is a bit like sound - it can only reach so far. The further it travels away from your router, the weaker it becomes.

You may find it hard to get WiFi in every room because of things like the layout of your house, solid building materials, metal appliances and interference from other nearby WiFi networks.

Using our powerful Sky WiFi Boosters will help with coverage issues around your home. Like the name says, they boost your WiFi signal so that you can stay connected at all times, even in those hard-to-reach places. 
When people talk about upload and download speeds, what do they actually mean?
It’s a bit like the arrivals and departures gates at the airport.

Download’s the speed at which data arrives from one computer to another, like when you’re streaming a movie.

Upload’s the speed at which data is departing from one computer to another, like sending an email or posting a photo.

Like at the airport, download and upload work together at the same time. But as far as data is concerned, download’s the boss and gets priority because people always want to download more data than they upload. 
How can I test my speed? 
Right, there are two ways to do this: either using WiFi or an ethernet cable.

To get the quickest reading an ethernet cable is best (see image below). Plug one end into your router and the other into your laptop or computer. Then click here to check out how fast your connection is at your place. Easy as that.
   
 
How’s WiFi speed measured? 
One megabyte is equal to eight megabits. This means that when you see an internet connection speed advertised as up to 100Mbps, you can expect download speeds of up to approximately 1/8th of that, so 12.5MB/s. I know, right – who comes up with this stuff? 

Connecting This to That

Android device (Samsung/Google/OnePlus/Oppo etc.)
Step-by-step guide:
1.    From your Home screen, open Apps and then Settings.  Alternatively, swipe down from the top of your screen, then press and hold the WiFi button (then skip to Step 3). 
 
2.    Under ‘Wireless and Networks’ or ‘Connections’, make sure WiFi is turned on. Then press Wi-Fi.
 
3.    You may have to wait a moment as your Android device detects wireless networks in your area and displays them in a list. If you need your device to keep looking for your network, press Scan


4.    Press the name of your network and enter the password (found on the bottom of your router, unless you’ve changed it) when requested.

 
5.    Press Connect. 
Apple device
Step-by-step guide:
1.    From your Home screen, open Settings and then WiFi. Alternatively, swipe up from the bottom of your screen from the Home screen and tap and hold on the WiFi icon. 

  
2.    Turn on WiFi. Your device will then automatically search for any of the available WiFi networks in your area.


3.    Press the name of your network and enter the password (found on the bottom of your router, unless you’ve changed it), when requested.


4.    Once you’ve connected successfully, you’ll see a blue tick next to your network name and a WiFi symbol appear in the top bar of your screen. 

 
Vodafone TV
On the Get Connected screen, select WiFi
(note WiFi connectivity is 5GHz only, so you will need a router that is 5GHz capable, like the Sky WiFi Router) 
1.    Select your WiFi network name

2.    Enter your WiFi password

 
3.    The WiFi Connecting screen appears


4.    Press Continue when prompted. You should now be connected. 

 
Sky Box
Here are some helpful guides for connecting your Sky Box to Sky Broadband.
Connecting using an ethernet cable
An ethernet cable looks like an old-fashioned telephone cable with a plastic clip thing on each end. To connect a device using an ethernet cable, plug one end of the cable into any of the yellow ports on the side of the Sky WiFi Router (labelled LAN 1, 2, 3 or 4) and the other end into your device such as your TV or computer. You can also plug two devices into the back of a Sky WiFi Booster. You’ll need to make sure that your device has an ethernet port (it’s the same shape as the LAN ports on your Sky WiFi Booster) – almost all computers, laptops and TVs have them but tablets and phones don’t (you can probably buy an ethernet adaptor for your device from an electronics shop). Once you connect your cable, your device should automatically connect to the internet. Too easy.
Connecting using WPS button (connects to WiFi)
WPS stands for We Protect Sloths … no, just kidding. It’s WiFi Protected Set-up and it’s an easy way for devices to be connected to your WiFi. All you need to do is push the WPS button found on your router once and connect a device that has a ‘Connect via WPS’ option. Pressing the WPS button will send a signal within WiFi range to all available devices for a couple of minutes, so be sure to connect quickly. To connect, you’ll need to press the WPS button on the device during this time too.

Ready … set …GO! Oh, and different devices have the WPS option in different places, but it’ll still be in the WiFi menu somewhere.
I can’t see my WiFi network or one of my devices isn’t connecting to the internet, what should I do?
Don’t panic! There are a few reasons why your WiFi network may not be showing up on your device, but one of these should sort it:

-    Check that your Sky WiFi router (tall white box with holes) is on, this means switched on at the wall and lights on 
-    Make sure you are close enough to the router to connect
-    Try switching your device’s WiFi off and on (that old trick). Wait a few seconds for the available networks to appear again and select yours. If that doesn’t work, you might need to restart your device. You’ll be amazed how often that sorts it out.
-    Sometimes the software on your device may need to be upgraded to pick up WiFi networks. 

Internet not playing ball?

If you’re having some issues connecting, try these simple steps to get you back online:
Step 1: Reboot your router

Yes, yes, we know, it’s a cliché. But often your router (tall white box with lights) just needs a small reset so it can give you the best connection. 

1.    Turn the router off at the wall
2.    Leave it off for 2 minutes
3.    Turn the router back on at the wall

The router will take a few minutes to start back up and re-establish the connection. If this has solved the problem, then you’re free to surf on! If the problem persists, continue to step 2.
 
Step 2: Test another device

If you have another wireless capable device available - such as a tablet, smartphone or laptop - try connecting to the network using that. If the new device is able to work just fine, then the one that’s not working might be the problem.

Step 3: Still can't find or connect to your wireless network?

It might seem obvious, but always make sure you have wireless enabled on the device you’re trying to connect with – you might’ve bumped a button, swiped a setting or flicked a switch that turned it off, so it’s worth checking first.
How do I reset my Sky WiFi Router?
Note: Before going through the steps below, be aware that this will reset your password to the one found on the bottom of your Sky WiFi Router and revert back to factory settings - disconnecting any connected Sky WiFi Boosters and resetting any custom configuration in the Sky WiFi Router. See our helpful Quick Start Guide on how to reconnect your Sky WiFi Booster.

First, raid your sewing kit for a pin. Got one? Good, now push in the reset button which is the small hole on the back of the Sky WiFi Router (tall white box with lights) with the pin and sing the Happy Birthday tune or count to 10 slowly, wait till the lights turn off and then flash back on. Wait five minutes for the lights to turn solid again before reconnecting your devices. 
How do I reset my Sky WiFi Booster?
You’ll need a pin or a straightened paper clip or something similar. Push in the reset button on the back of the Sky WiFi Booster (small white box with lights) with the sharp pointy thing of your choice and sing the Happy Birthday tune or count to 10 slowly, wait till the lights turn off and then flash back on. Wait five minutes for the lights to turn solid again before re-pairing the booster. Job done.

Changing Router Password and Settings

How to log into your Sky WiFi Router
Your Sky WiFi Router (aka modem or tall white box with lights) is preloaded with the best settings we think you’ll need. However, you can log in to your router to change its settings and details if there’s something you’d like to change. Here’s how. 
Before you begin: All devices currently connected to the internet using the current WiFi settings will be disconnected, so you’ll need to reconnect them once you’re done. 

If the device you’re using to update these settings with uses WiFi, you’ll get disconnected during the process, so save the reconnect settings below:

Steps for logging in to your Sky WiFi Router:

1. Browse to 192.168.1.1 on your internet browser

2. You will come to a login screen  
  • Enter the username and password from the sticker on the bottom of your Sky WiFi Router 
  • This should look something like admin / SKY10342342 


3. If you’ve logged in successfully, you’ll see the web interface home page (as seen below) 

 
How do I change my WiFi password and/or username? 
Once you’ve logged in to your Sky WiFi Router in the steps above, continue to the steps below:  
  • Click ‘Wireless’ near the top of the website interface home page 
  • You’ll see ‘Network name (SSID)’ and ‘Password’ spaces for ‘2.4 GHz’ and ‘5 GHz’ on this page. Enter your new details in both ‘2.4 GHz’ and ‘5 GHz’ spaces. The password you choose should be the same for both
  • Click ‘Apply’
 
If you do decide your password needs a personal touch or you just don’t like the one we gave you, remember to choose something that’s long and easy to remember. The more characters in your password the harder it will be to decipher. Also try to avoid names of people or pets in the password, as these are way too easy for others to crack in to.

Home Phone

What is VoIP?
VoIP stands for “Voice over Internet Protocol” but in plain English means a home phone service over the internet. It’s the latest in phone line technology and replaces the traditional copper phone line service, delivered through your internet connection instead of from your local phone company. Voice calling over broadband is fast becoming the norm for landline calling throughout NZ. 
Will my phone work during a power outage? Vulnerable customers calling 111 
Our home phone service uses your broadband connection to make calls.  Your broadband connection relies on mains power to work. This is the case for all landlines using Fibre. This means that during a power outage, without an independent power source, your home phone won’t work. This includes all calls, even emergency calls to 111.

Make sure you have an alternative way to call 111 in an emergency. We recommend you have a charged mobile phone or a power backup device such as an uninterruptible power supply (UPS) to keep you connected.
How do I set up my landline? 
Got Home Phone with Sky Broadband? Great, you’re nearly ready to start making calls. 

Option 1 - Do you have integrated wiring?
  • First up, you’ll need to check whether you have integrated wiring or not. Head to your Fibre Box/ONT and check whether there is a cable connected to the phone port. If the cable is plugged into a jack-point or another device, it means you do have integrated wiring.
  • If you’ve got integrated wiring, simply plug your home phone cable into any jack-point of your home.
 Option 2 - If you don’t have integrated wiring…
  • If you haven’t got integrated wiring, plug the landline cable into the back of your handset or base station, and the other end into your Fibre Box/ONT’s phone port. The port will be labelled POTS1, TEL or TEL1.
  • Once you have your landline plugged in, check for a dial tone. If you hear one, fantastic! If you hear nothing, try unplugging the cables and giving it another go.
  • You may find that your Fibre Box/ONT is located in a tricky place like on the other side of the house or in the garage – a place that is inconvenient for a phone to live. If this is the case you will need another DECT phone (that’s a cordless phone which sits on a base). Most DECT phones can then be paired/connected to the phone base that will need to be plugged in to the ONT. Your DECT phone will have instructions for pairing.
If you’re still having no luck contact our helpful Sky Crew on 0800 759 759.
  
  
Can I keep my phone number?
Most landline phone numbers can be transferred from your current provider to Sky through a process called porting.
To port your number to Sky, there are a few conditions:
 
  • Your current number must be active with another provider to be ported. You do not need to request disconnection from your current provider, and if you do, it may result in you loosing you current number.
  • We’ll need the phone number, current provider and current provider account number.
  • We’ll need the date you wish to transfer. Transfers cannot be cancelled on the due date, only up to 1pm the day before.
  • Local calling areas
    • Landline phone numbers are mapped to Local Calling Areas (LCA).
    • If you are moving house and transferring to Sky at the same time, we will check that your new address is within the same local calling area as the number provided. Where the number is within a different LCA , you will unfortunately not be able to retain the same number but we will provide you will a new phone number.
When you switch providers any phone features you have will be reset. Remember you’ll need to set up any features you use such as your voice mail message, or any call diversions once your porting is complete.

How do I set up my voicemail?

Set Up
You’re good to go but need to set up voicemail. Here you can record your greeting and change your PIN code, so let’s get you sorted.
  1. Dial *55 from your home phone.
  2. Press 0 to access your mailbox options.
    • Press 1 to set up your unavailable message
    • Press 2 to set up your busy message
    • Press 3 to set up your name
    • Press 4 to set up a temporary greeting (for example, if you're going on holiday)
    • Press 5 to change your PIN code
  3. Press # after recording your message and follow the prompts to listen to your message. Once you are happy with your message, press 1 to save it.
How do I enable and disable my voicemail service?
Dial *52 to enable voicemail
Dial *53 to disable voicemail
How do I Listen to my messages from a different phone or a mobile?
In some circumstances you may need to check your messages from a different phone or from your mobile phone, so here’s a handy service that allows you to do that.
 
  1. Dial 0288886245.
  2. Enter your mailbox number. Your mailbox number is 64 followed by your home number (including the area code and excluding the 0 at the beginning). For example, if your home phone number is 09 123 1234, your mailbox number would be 6491231234.
Please note that you will be prompted for your PIN code. If you are unsure of your PIN code, you can reset it by calling *55 from your home phone. Choose option 0 from the main menu, then select option 5. 
How do I know if I have a new message?
When you lift your receiver if you will hear beep sounds before the dial tone kicks in. This means there is a new message waiting for you.  
Call Forwarding
There are few options in relation to call forwarding.

Call forward permanently
  • To enable call forward permanently, enter *72 on your home phone handset and then enter the number you want to forward calls to.
  • Where call forward permanently has been enabled and you want to disable, enter *73 from your home phone handset
Call forward unavailable
  • Call forward unavailable can be used where no one is home/there is no answer.   To enable enter *90 on your home phone handset and then enter the number you want to forward calls to.
  • Where call forward unavailable has been enabled and you want to disable, enter *91 from your home phone handset
Call forward busy
  • Call forward busy can be used when your home phone is engaged. To enable, enter *92 on your home phone handset and then enter the number you want to forward calls to.
Where call forward busy has been enabled and you want to disable, enter *91 from your home phone handset

Home Phone Calling Rates

What are Sky’s home phone calling rates?
Calling Rates          
In the tables below you will find Sky’s simple and easy to understand calling rates. If you make a lot of calls, check out our great value calling plans that come with unlimited minutes in the Home Phone Plan information below:


Local Calls          
All calls within your local calling area are free.

           
National and Mobile Calling Rates     
At Sky, we understand that it is important to keep in touch with friends and family. That is why we offer great value national and mobile calling. Calls are charged on a minute plus second basis.

 

National and Mobile Calling

Rate excl GST

Rate incl GST

National Calls

$0.17 

$0.20 

Mobile Calls

$0.17 

$0.20 



Freephone Calls
Calls to 0800 and 0508 number prefixes are free so you will not be charged.


Directory Assistance Calling Rates     
Call Directory Assistance or International Directory Assistance to find phone numbers and addresses for people or business in New Zealand or Internationally. Calls are charged on a per call basis.

 

Directory Assistance Calling 

Rate excl GST 

Rate incl GST 

Directory Assistance - 018 

$0.56 

$0.64 

Direct Connect  

$0.51 

$0.59 

International Directory Assistance - 0172 

$1.68 

$1.93 



International Calling Rates
For a list of Sky’s international calling rates click here.
What home phone plans can I choose from?
We’ve kept calling nice and simple. A home phone plan that is easy to understand.

Our Home Phone Plan is $10 per month.

On top of your Home Phone Plan you can choose to add one or more of our calling plans. Each calling plan costs $10 with the exception of the International Top 20 Calling Plan which has a price of $15 per month. Calling plans can be added at any time. Plans can only be cancelled once they have been active for 30  days. These calling plans include calls to landlines and mobiles. If you decide to change from a Top 10 calling plan to a Top 20 (or vice versa), your plan will be updated immediately. 
 

Calling Plan 

Includes 

Price 

Home Phone Plan 

Unlimited local calls, voicemail, call forward, call waiting, caller display, caller ID, caller number delivering blocking, simultaneous ringing 

$10/month 

 

 

 

NZ Calling Plan  

Unlimited national and mobile calls 

$10/month 

Australia Calling Plan 

 

Unlimited calls to Australia – landline and mobile 

$10/month 

International Top 10 Calling Plan  

Unlimited calls to destinations in our Top 10 list – landline and mobile 

  • Canada 
  • China 
  • Hong Kong 
  • India  
  • Ireland (Republic) 
  • Singapore 
  • South Africa 
  • South Korea 
  • UK 
  • USA  

$10/month 

International Top 20 Calling Plan 

Unlimited calls to destinations in our Top 20 list – landline and mobile 

  • Canada 
  • China 
  • France 
  • Germany 
  • Hong Kong 
  • India  
  • Ireland (Republic) 
  • Japan 
  • Malaysia 
  • Netherlands 
  • Russia 
  • Singapore 
  • Sweden 
  • Switzerland 
  • South Africa 
  • South Korea 
  • Taiwan 
  • Thailand 
  • UK 
  • USA 

$15/month 

How do I disconnect my Sky Broadband Service?

 
While it’s a shame to see you go we understand that circumstances change so here is a quick run-down of what needs to be done:
  • Please let us know you’re disconnecting. The main account holder needs to get in touch with us. If this is not possible you may provide us with additional documentation (i.e. Power of attorney or death certificate) so we can get it sorted.
  • It is important you let us know why you are disconnecting your broadband service and we can advise you appropriately. If you are intending to move to a different broadband provider the process is quite different to a circumstance where you are going overseas.
  • There is a one month disconnection notice period that applies when you are disconnecting your broadband service. You will continue to be able to use the broadband service during this one month period unless you move to another provider during this time.
  • If you are disconnecting before the end of your fixed term contract, an Early Termination Charge will apply as outlined in your contract with us.
  • Please return your Sky Broadband equipment, such as your Sky WiFi Router and Booster and all power supplies and cables to us. You will be sent a self-addressed envelope with a list of instructions inside including everything that needs to be returned. 
  • If the Sky equipment isn’t returned or is damaged, we will charge you a damaged or unreturned equipment fee based on the number of devices you have. See the Charges section.
Can my new provider cancel my account for me?
If you choose to leave us, your new provider may get in contact with us direct and request to take over your broadband service but we always recommend you contact us yourself to ensure the request had been received by us and the cancellation request has been placed on your account.

The one month notice period will apply from the date we receive notice of transfer from your new provider.

Billing and Charges

Understanding my new Sky statement
With the introduction of Sky Broadband, we have taken the opportunity to make some changes to the layout and formatting of the Sky statement. These changes will apply to all Sky customers even  if you don’t have Sky Broadband. These changes are intended to make our statement easier to read and understand.  We will include a summary of our charges on the front page, splitting out the charges into charge types by service on the following pages and displaying any account level charges on the final page. 
Will I be charged if I end my fixed term contract early? What is the Early Termination charge?
If you sadly decide to leave us and cancel your Sky Broadband service before the end of your fixed term (for e.g. if you subscribed to Sky Broadband with a fixed term of 12 months and want to cancel  before the 12 months has expired) you will be given an Early Termination charge. This charge is based on the months remaining in your contract. Where the months remaining include part months, we will  round down to the whole month. So, say you have 5 months and 20 days left, we will treat this as 5 months remaining. 

If you are in contract and move to an address where Fibre isn’t available, we will unfortunately be unable to provide you with a Sky Broadband service. In this case we will not charge you an Early Termination charge if you have provided us with a months' notice of the move.

If you subscribe to our Home Phone services you won’t be on a fixed term contract for those services, although you will have to give us one month’s notice to cancel them. 

See the table below for early termination charges that may apply:
 

Months remaining on fixed term contract 

Broadband Early Termination Charge 

12 

$120 

11 

$110 

10 

$100 

$90 

$80 

$70 

$60 

$50 

$40 

$30 

$20 

$10 

$0 

One-off charges
Sometimes you might find a one-off charge on your statement or we might tell you that you are required to pay a one-off charge for Sky Broadband.

Here is a list of our current one-off charges:
 

Charge 

Basis of Charge 

excl GST 

incl GST 

Damaged or Unreturned Equipment Fee

The Router and/or Sky WiFi Booster has not been returned or is damaged to make it unusable. Charge is per device.

$100.00

$100.00

Equipment Collection Fee

Where the customer lives in a main city and requests an agent to pick up the equipment.

$21.74

$25.00


The Local Fibre Company who installs your Fibre might also charge you a fee if you need a non-standard installation.

See Installation Area for what is meant by “Standard Install”.

Moving House

What happens when I move house?
Moving your Sky Broadband services is simple! Let us know as soon as possible with at least one month’s notice so we can do everything possible to get Fibre connected at your new place as close to the move date as possible.
Contact our helpful Sky Crew on 0800 759 759 or get in touch by email using our Contact Form.
Important things to know about moving house:
  • Fibre isn’t available in all areas so we will need to check your new address details to see if we can provide Sky Broadband at your new home.
  • It is important you provide us with as much notice as possible.  Whilst  Fibre may be available in the street of your new address, it might not be connected to the house. We will work with the Local Fibre Company responsible for installing your Fibre and do the best we can to get you connected by your moving date but it may not always be possible in the time given. Where this is the case, we will work with you to provide alternate options.  
  • Moving services are usually free. Additional charges may apply for non-standard installations but we will let you know in advance. See the Installation Section for more details
  • When you leave a property with Fibre installed, please leave the Fibre box/ONT and its power cables at that address. We will ensure that your new property has the appropriate equipment provided for your new connection. Please take your Sky WiFi Router and Booster/s with you. 
  • If you find that you need to change your plan to suit your new home we can help you with that e.g. you may need an extra Booster if you’re upgrading to a palace.
See Returning My Equipment for returns information.

Returning My Equipment

How do I return my Sky Router and Booster? 
When you first joined Sky Broadband, we may have provided you with a Sky owned Router and Booster. If you have decided to cancel your Sky Broadband service or are changing to a plan that does not include a booster, these devices will all need to be returned. If you are also cancelling your Sky service, then any Sky Boxes you have will also need to be returned. If our equipment isn’t returned, we will charge you an unreturned equipment charge based on the number of devices you have.See the Charges section.

Sky Broadband Equipment
For all Sky Broadband equipment, a pre-paid return bag will be sent to the address which we have set up against your account. Once you have received this bag, place the Sky WiFi Router, Booster, and all power supplies and cables in the self-addressed courier bag. Then you’ll need to post at your nearest NZ Post Shop or you can book a pick up either on the CourierPost website or by calling them.

Sky TV Equipment
For all Sky TV equipment, you will be advised of the nearest equipment drop off location when you cancel your Sky TV service. 

Security

How do I stay safe online?
Being connected is awesome, but not everything online is what it seems. The team at Netsafe has great guides on topics from how to identify scams to ways to improve your home network security and much, much more. You can keep yourself up-to-date on reported scams making the rounds in NZ through Consumer Protection’s helpful scam alerts.
What is phishing?
For starters, it’s not a spelling mistake! It’s possible to receive emails that look authentic and that link to authentic-looking websites but are actually dodgy (this is called spoofing). These emails and websites are designed to trick you into divulging your personal financial details and this type of malicious behaviour is called phishing. 
What do I do if I receive a phishing email?
Don't reply to it and delete it immediately.

When you receive emails, it is very important to check and confirm where the email was sent from. This is especially important when you receive emails asking for personal details such as your username and password, or your credit card details.
How do I spot a phishing attempt?
These things are a dead giveaway:
 
  • Terrible spelling & grammar
  • Asking you for your username & password, or your bank account or credit card details
  • Incorrect logo or branding for a company, for example an email that says it's from a bank but the logo’s wrong
  • Asking for your details to help you reset your password and you haven't asked for this.
  • The website address for the company isn't correct. For example, website is https://sky.co.nz. If the address doesn't match this, it might not be the genuine website.
What is spyware/malware?
It’s as nasty as it sounds. Malware (includes what’s known as Spyware) is short for Malicious Software and it categorises a variety of hostile or intrusive software such as Trojans, Ransomware, Adware and Worms. 

This is software that can be downloaded to your computer or mobile phone without your permission and can go undetected too. These programmes are designed to harm your computer or device and can steal your private information as well, such as your banking details. 

The best way to prevent malicious software is to keep your PC and your mobile devices up to date with the latest security patches as well as using reputable antivirus programmes.
I think I’m being scammed, what do I do?
If you've provided your bank account or credit card numbers to a dodgy-looking email or website, you should call your bank straight away. They'll be able to advise the best course of action and provide a new account or card if necessary.

If you’ve given your password, change it as soon as you can on any website, account or service that uses this same password. It's best to use different passwords as much as possible to avoid giving out access to everything all at once. 
How can I protect myself from scams?
Scammers are getting sneakier but there are some simple tips to keep them at bay:

On your phone and computer:
 
  • Use different, long passwords for your different accounts – the more characters the better
  • Don’t reply to unsolicited emails or texts, or click on links in them
  • Use security software on your computer and keep it up to date
  • Don’t open spam emails — report them to complaint@spam.govt.nz and then delete them.
You can contact the Sky Broadband team on 0800 759 759 (0800 SKY SKY)
Tech Support
Mon to Fri: 
8am - 10pm   |   Sat: 8am - 8pm
Sun / Easter Saturday / Public Holidays: 10am - 8pm