FAQs: Broadband

Common questions and answers about our broadband service.

How can I add unlimited broadband to my solarZero agreement?

For new customers: We’ll organise to switch you to 2degrees for unlimited broadband as soon as solarZero is installed at your home. For existing customers: We can get that underway for you today. As bundling broadband is a new and optional extra we’ll send you a new solarZero agreement.

What will unlimited broadband provide?

Unlimited broadband of the best service available to your home. ADSL, VDSL, or Fibre, best available up to 100/20Mbps. We can do a quick check and let you know what’s available for your home.

Who will be my broadband supplier?

How much will it cost per month?

If you bundle broadband in with your solarZero service your monthly fee will increase by $65+gst. That monthly fee will not be increased for the full term of the solarZero agreement.

How can I be sure I’m getting a good deal for broadband?

We negotiate with Internet Service Providers on a group purchase basis with a view to ensuring we deliver the best value broadband available in the market. Our 20 year value proposition allows for the fee to be benchmarked against the market and will be reduced if appropriate.

Is it a fixed term contract for broadband?

We’re providing you with unlimited broadband as part of your solarZero service which is a 20-year agreement.

Can I keep the solarZero service going but cancel broadband at some stage during the 20 years?

Yes. If you choose to terminate the broadband component of your service we will recontract you to a new 20 year solarZero (energy service only) agreement at a reduced price.

Who will I be paying - solarcity or 2degrees?

You’ll receive a monthly invoice from solarcity for our solarZero energy service which will include broadband, if you’ve chosen that option.

Can you switch me?

We’ll do the initial paperwork then had it over to 2degrees to complete the switch.

How long will it take to switch me to 2degrees?

If it’s a straight switch about 3-4 working days. If you’re upgrading to fibre it will take about 3-4 weeks.

Will I get a free modem?

Yes, 2degrees will deliver that to you.

What happens with my existing modem?

You can keep it, send it back to your old service provider or simply gift it to a friend, family member, or your community.

Who covers any installation costs?

solarcity covers those costs.

Who pays if a technician has to come out to service a fault at a later stage?

You will need to cover that cost.

Who will pay the early termination fee with my current broadband supplier?

solarcity will cover your early termination fees with your power retailer and your broadband supplier up to a combined total of $350.

Can I also bundle my landline and/or mobile plans with solarZero?

We definitely want to add other options like those as soon as possible.

What’s the offer of a free Panasonic appliance about?

You get to choose one new Panasonic appliance (valued at up to $2000) as a bonus when you bundle solarZero with a 2degrees unlimited broadband plan for the best service available in your area. You can choose from four appliances: 49" 4K Ultra HD Smart TV Lumix mirrorless digital camera Front loading washing machine 294 litre fridge with freezer drawer

How long will it take to get my free appliance delivered?

Average delivery is between 3-10 business days New Zealand wide. On placing an order Panasonic will call you to arrange an appropriate delivery time and date to ensure that someone is home.

Will you install my free appliance for me?

No. Panasonic will deliver to the door only, and to ground levels only. If you have questions about installation you can contact Panasonic for free advice. https://www.panasonic.com/nz/support.html

If I separate my landline number from my current broadband my price goes up. This makes you more expensive on the whole. Will you offset this difference?

No. We can’t offset the difference. However, we’re working on an integrated landline product which we expect to be able to offer as an option in early 2019.

If I want to keep my email address, I have to pay the current provider $15 a month, as you don't offer email, this makes you more expensive.

We recommend you shift to a free email service that is offered by companies like Google and Microsoft.

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solarcity is the nation’s leading solar energy services company. Over the past 35+ years it has put more solar systems on Kiwi homes and businesses than any other company. It was the first solar company in the world to achieve carboNZero certification and is still the only solar energy services business in NZ with that green credential. solarcity is one of the fastest growing green companies in New Zealand and is one of the Government’s Focus 500 companies that are targeted to contribute significant benefits to the New Zealand economy.

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customercare@solarcity.co.nz

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Newmarket
Auckland 1023

0800 11 66 55

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