SpotOn Support Center

Question 1

What is SpotOn?

Accepted Answer

SpotOn is an innovation-driven, digital-first utility provider. We're starting with fibre broadband across New Zealand, with a focus on transparency, smart online tools, and flexible plans. Power and mobile are on our roadmap, and we'll let you know as soon as they're available.

Question 2

What services does SpotOn offer?

Accepted Answer

Right now you can sign up for SpotOn fibre broadband, with an optional Home Phone add-on. Power and mobile are planned for the future — when they're ready, you'll be able to add them to your account and manage everything from one dashboard.

Question 3

What broadband plans do you offer?

Accepted Answer

We offer fibre broadband plans with unlimited data (fair use applies) to suit different households:  Pricing varies by region. Enter your address during sign-up to see the plans and current pricing available at your property. Check plans for your address →

Question 4

How do I join SpotOn?

Accepted Answer

Click 'Get Started' and follow the sign-up prompts. All you need is your address, an email, and a few minutes. We'll guide you through choosing a plan, term, and any add-ons from there.

Question 5

How long until I'm connected, and can I switch from my current provider?

Accepted Answer

At sign-up you can choose 'as soon as possible' or pick a start date. If you're switching from another provider, we manage the transfer for you using your current account details — there's usually no downtime. Service activation happens on business days. A standard UFB fibre installation is free. If your address needs a new fibre connection, a technician will visit to run the fibre from the street into your home.

Question 6

Do I need a modem, and can I use my own?

Accepted Answer

You'll need a compatible fibre router. You can bring your own (BYO) at no extra cost, or purchase one from us:

Question 7

What plan terms can I choose from?

Accepted Answer

You can choose the term that suits you:  You'll see both options and their pricing when you check plans for your address during sign-up.

Question 8

Is the 12-Month plan cheaper than Open Term?

Accepted Answer

Yes. Our 12-Month Term plans are priced lower per month than the same plan on Open Term — it's our way of rewarding you for committing for the year. If you'd rather keep full flexibility, Open Term is always available. Compare both prices side by side during sign-up.

Question 9

Am I locked into a contract?

Accepted Answer

It depends on the term you choose. Open Term is month-to-month — cancel anytime with 30 days' notice and no early termination fee. A 12-Month Term gives you a better price in exchange for committing for the year; if you leave early, a $199 early termination fee applies, reducing by $16.58 for each complete month served. Broadband is invoiced for the period ahead, so no refunds apply for the remainder of your current billing month if you leave early.

Question 10

What happens if I leave my 12-Month plan early?

Accepted Answer

If you cancel a 12-Month Term before it ends, a $199 early termination fee applies. It reduces by $16.58 for each complete month you've served — so, for example, cancelling after 6 months is about $99.50. If you received promotional discounts (such as free months or credits), you may also be asked to repay their value. Open Term plans have no early termination fee.

Question 11

How do I change my plan or switch terms?

Accepted Answer

You can change your plan or move between Open Term and a 12-Month Term anytime. Use one of the support options from your dashboard and we'll take care of it. Changes usually apply from your next billing cycle. Go to Support →

Question 12

Are there any hidden fees?

Accepted Answer

No hidden charges. We show all fees upfront before you confirm your order — including your monthly plan charge, any one-off setup or delivery charges, and any add-ons you select.

Question 13

Do you offer a static IP address?

Accepted Answer

Yes. A dedicated Static IP is available as an add-on for $12/month (incl. GST) — ideal for remote access, hosting, or running a VPN. You can add it during sign-up, or contact support to add it to an existing connection.

Question 14

Do you offer a home phone?

Accepted Answer

Yes. Home Phone Plus is $15/month and runs over your broadband connection. It includes voicemail, caller ID, call waiting, and unlimited* calls to New Zealand and Australian landlines. (*Fair use applies.) Please note: as it runs over broadband, your home phone needs mains power and an active connection to work, so it won't operate during a power outage unless you have battery backup.

Question 15

Can I take SpotOn with me when I move house?

Accepted Answer

Yes. Let us know at least 5 working days before your move date and we'll arrange to transfer your broadband to your new address, subject to availability at the new property. Your existing plan and term move with you. Tell us about your move →

Billing & Payments

How do I read my bill?

How do I view my invoices?

How do I download or print my invoice?

Will my monthly price change during my term?

Is there a setup or connection fee?

What payment methods are accepted?

How do I set up Direct Debit?

What is AutoPay?

Where do I update my payment method?

When is my bill due?

Can I get a payment extension?

I paid, but it's not showing. What should I do?

Can I get a refund or bill adjustment?