There are a lot of Frequently Ask Questions regarding the matters of our services. Please find the answers to your questions along with our product and services categories.
- Broadband questions
- IPTV questions
- High-speed WiFi settings
- About Connections
- About billings and payments
If you want o upgrade or downgrade your plan just simply chat with us or call us in our 0800 number and we will sort that for you right away while you wait. easy.
Download UFB Consent Form
Download the UFB Consent Form here if you need to get permission from your landlord for us to proceed with your broadband installation. Please click here https://city.fibercity.co.nz/wp-content/uploads/2019/06/UFB-INSTALLATION-CONSENT-FORM.pdf
HOW MUCH ARE THE MODEM DELIVERY AND FEES
Modem delivery is 19.99 for the courier. We will charge this one off on your first billing cycle.
CANCEL MY BROADBAND
We don't want you to go, it is our mission to give you a better service and a very reliable technology. Before you cancel your service make sure you call us and maybe give us the reason for leaving so we can improve our services.
If there's something we can do or our broadband pricing is the reason, please let us know and we will try to match other providers' offers just for you to stay.
But if you are already decided make sure your contract terms with us are already finished to avoid penalty.
CAN I RENT A MODEM?
If you don't want to buy a new modem, you can rent a very good router just for $10 a month.
CAN I USE MY OWN MODEM?
Our network works in most of the current router/modem, however, we would like to know what brand and model of router or modem you already have or would like to use so we can help you to decide which third party modem suits your need.
NO FIBER YET IN MY AREA
Call us and we will help you to check the schedule of the fiber construction in your area.
CAN I PAY THROUGH A CREDIT CARD?
You can pay us using a credit card or online transfer to a Fibercity account.
Where and how can I exchange or refund?
If you bought a product from us and turns out to be faulty we will replace it asap as long we have a stock of the same product. We will not refund an item you bought but you change your mind afterward. this is why choose carefully when buying a product from us.
We are happy to refund items that are not repairable and not replaceable.
If the product is not open yet – we will consider of refund but will charge 20% for restocking the product.
Understand My Bill
Your monthly bill will be available every end of the month. The billing cycle is from the 1st to the end of the month. It will be composed of current charges, part-period charges, and other charges, if applicable.
Current charges are charges that you expect to see month to month which may include broadband plan, CCTV, TFC, and other service-accounts you signed up for Fibercity. This may also include equipment rental and calling plans if you requested them. These normal monthly charges are billed in advance.
Part-period charges are partial month charges to align with the end-of-the-month bill. This covers the period from when your subscription went active, until the end of the current billing cycle. You won’t see these in subsequent months unless you add another subscription to your account.
Other Charges are one-time applicable that cover items such as purchased hardware, shipping, and promotions. You shouldn’t expect to see these in subsequent months unless you purchase additional hardware etc.
If you have questions, please contact our customer service team on 0800 828 880 or email billing@fibercity.co.nz.
Tech Visit During Covid 19
Fibercity and its technicians are following Ministry of Health guidelines to help keep our customers and technicians safe. Technicians have been instructed to wear protective clothing and equipment (i.e. mask, gloves, eye & face protection, etc.) and not to work if they feel unwell or if they suspect they’ve been in contact with anyone who has or may have COVID-19.
To keep yourself and our technicians safe, please keep at least two meters away from any technicians who are onsite at your place and keep the area where they’re working clear of people. Our technicians will also maintain a safe distance from you. If at any point during a visit, you or the technician doesn’t feel safe, the appointment can be canceled by either of you.
If you or someone on your property is unwell, has COVID-19 symptoms, has been tested for COVID-19 and is waiting for the results, or has tested positive for COVID-19, please rebook your technician visit to take place at least 14 days after everyone is well.
Payment
PAYMENTS
Payment of monthly bills can be made with the following:
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Bank Transfer:
If you wish to pay by bank transfer (online or in branch), our Westpac bank account number is 03-1730-0056908-000. Please ensure that your Account Number (AC202xxxxxx) is used as your reference.
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Direct Debit:
You can opt to pay by direct debit monthly on the 20th of each month. To set up a direct debit, please get in touch thru:
Chat with us.
We are ready to serve you. Visit our website at https://city.fibercity.co.nz/ and send us a message.
Give us a call.
It’s nice to hear a friendly voice at the end of the line, and even nicer to know that voice is only a few kilometers away. Our support team is available Monday-Friday, 8 am-5 pm. Get connected with our toll-free number 0800 828 880.
Send us an email.
If you’d prefer to email a question and other details, you can do that too! You will receive a speedy, friendly reply from one of our support team. Email us at support@fibercity.co.nz.
In whatever mode of payment you wish to make, please provide the following details:
Name of Fibercity Account Holder
Account Number – can be seen in the invoice as the Reference (AC20xxxxxxxx)
Bank Name
Name of Bank Account Holder
Bank Account Number
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Direct Debit from your Credit Card:
Give us a call and we can set this up for you over the phone. If you pay by credit card direct debit, your monthly balance will be deducted on the 20th of each month. Let us know if you would like to change your credit card.
Do not hesitate to Chat With Us call us on our 0800 number.