This varies by what type of service and plan you order. We recommend you choose the fastest connection you can get at your house, but won't stop you if you want to choose a slower one. Note that Fibre plans have specific speeds associated with the plan you choose, and some will be faster than others.

Our default plans do not include a router. You can rent a Voyager router that will work on ADSL, VDSL or Fibre (and also supports our Voice service) for $10 per month, plus a one-off courier fee of $14.95, or purchase it for $225. If you are renting one of our routers, you are required to return it to us in good condition (if you want, we can send you out a courier bag for $14.95, or you can arrange this yourself) or pay the purchase price of the router, $225.

If you have your own router then you might be able to use it for your Voyager internet connection. It depends on the type of router you have, and what internet service you are ordering (ADSL, VDSL or fibre.) Click here to search our list of common routers to see if yours is compatible: https://helpdesk.voyager.co.nz...

If you’re ordering a home phone service from Voyager as well as Broadband then you will need to use a Voyager router.

We believe that “Unlimited” should mean unlimited: no slow downs, no traffic shaping, no hidden charges. We want to make sure that this is true for everyone. As much as we can, we’ll let you do whatever you want on our network as fast as you can, but sometimes there’s a chance that very, very high usage will start to affect our other customers, and when that happens, we’ll talk to you about solutions that work both for you and for our other customers. We define “Fair Use” to mean the usage patterns of 99% of our users, assessed on a monthly basis. If you’re in the 1%, we’ll be in touch, but don’t worry, we won’t spring anything on you without talking to you first.

In addition to fast internet, we can also hook you up with a pretty sweet router that’ll work on ADSL, VDSL and Fibre, and if you decide that router works for you, we can even give you really cheap phone calls over the internet for only a little extra.

Once you’re up and running, you can always use the Update My Account form on our website to add or remove services, or because you’re moving house.

Unchained is supplied on a no-term contract. We do have a 30 day notice period if you decide to cancel your services with us, but we don't have termination fees. If you are renting one of our routers, you are required to return it to us in good condition (if you want, we can send you out a courier bag for $14.95, or you can arrange this yourself) or pay the purchase price of the router, $225.

You can pay us via Credit Card right here, or if you’d like to set up a Direct Debit, you can find an online form here. Our first bill to you will include more options if those don’t work for you.

If you have an existing connection you’ve asked to transfer to us, generally only a few days to a week-we’ll email you as soon as we have a confirmed date. Sometimes it takes a little longer if we strike problems, but we’ll let you know when this happens. To make sure things go as smoothly as possible, please make sure you supply the correct account name and account number for your current ISP. If you’re transferring to us and also upgrading at the same time, things could take a little more time.

If you’re ordering a brand new ADSL or VDSL connection through us, we should let you know within a couple of days when we expect it to be done-most of the time this is around a week from the time you order, but sometimes it takes a little longer.

If you’re ordering a new Fibre connection, and you live in a single house that faces the road that you own, with no shared driveways or Rights of Way, the connection should be done within a few weeks to a couple of months, barring any unforeseen delays. If you rent, the fibre company will need to gain the written consent of your landlord. If you live in a building with other tenants (like a row of flats or an apartment building) or have a shared driveway, and none of the tenants currently have Fibre, installing Fibre can take quite a bit longer, as the fibre company will need to gain written consent from every affected land owner. A few weeks after after you place your order, the fibre installation company will begin contacting land owners (if you or your neighbours haven’t hear anything after a month, please give us a call so we can follow up.) 

To speed up this process, you can get your neighbours’ landlords to fill in their consent forms ahead of time (if you’re in a Chorus area, you can find it here, if you aren’t sure who your Local Fibre Company is, get in touch with us on 08004SPEED and we’ll help out.)

Once you provide us with the details of your current connection, we’ll do the work coordinating the cutover with your old provider. As a rule of thumb, you don’t need to talk to your old provider at all about the services you specifically tell us to switch over, but we recommend calling them once we’ve switched you over to make sure there aren’t any extra charges or services still on your account with them that you want with us instead. 

Please note: some services, like fixed copper phone lines, mobile phones or email accounts, may need to stay with your existing provider, and you may need to discuss these with your existing provider before the transfer to ensure they don’t accidentally cut you off. Give us a call on 08004SPEED to discuss if you’re unsure, we can help you figure out what you need to do.