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FAQs: Exclusive solarZero & 2degrees broadband promotion

Questions specific to the new, exclusive solarZero & 2degrees broadband promotion

Why isn't the Fibre the same speed as I get now?

Different providers have different speeds. The Ultimate Unlimited plan from 2degrees is faster at 900/400Mbps than Unlimited Fibre at 300/100Mbps*. *Not all regions of New Zealand are able to access the 300/100Mbps internet speeds, instead they will have speeds of up to 100/20Mbps. The regions affected are those where the internet is supplied by Northpower, Unison and Electricity Ashburton. Areas that can get the faster speeds of 300/100Mbps are those where internet is supplied by Chorus, Enable and UFF (Ultrafast Fibre). Find out more on 2degrees.co.nz

What's the speed and the price?

This depends on which plan you select: Ultimate Unlimited: Fibre up to 900/400Mbps for an additional $94 + GST per month Unlimited Broadband: Best available ADSL, VDSL and Fibre up to 300/100Mbps* for an additional $74 + GST per month *Not all regions of New Zealand are able to access the 300/100Mbps internet speeds, instead they will have speeds of up to 100/20Mbps. The regions affected are those where the internet is supplied by Northpower, Unison and Electricity Ashburton. Areas that can get the faster speeds of 300/100Mbps are those where internet is supplied by Chorus, Enable and UFF (Ultrafast Fibre). Find out more on 2degrees.co.nz

When should I advise my current broadband provider that I am switching to 2degrees?

Once the modem arrives from solarZero you should give notice to your provider. We also suggest you advise your existing provider when you have a connection date/live connection with 2degrees otherwise you risk being disconnected from your current provider.

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.

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 don’t currently offer a landline as part of our service and we won’t offset the difference.

How long is the mysolarZero store credit valid for?

The mysolarZero store credit is valid for the entirety of your solarZero contract.

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

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.

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

You get to choose one new Panasonic appliance (valued at up to $1500) as a bonus when you bundle solarZero with an Ultimate Unlimited or Unlimited Broadband plan. You can choose from selected appliances available in the mysolarZero store.

What bonus product do you get with broadband?

Ultimate Unlimited and Unlimited Broadband both come with a free modem (valued at $165), Amazon Show 5 (valued at $145) and Panasonic appliance valued at up to $1500. Ultimate Unlimited also gives you $800 of mysolarZero store credit every 5 years, while Unlimited Broadband gives you mysolarZero store credit of $600 every 5 years.

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

We don’t currently offer these services.

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

solarZero will cover your early termination fees with your power retailer and your broadband supplier up to a combined total of $350. This is credited to your account. We require a copy of the final statement from your previous retailer.

Who pays if a technician has to come out to service a fault on the broadband connection at a later stage?

You will need to cover that cost and liaise with 2degrees directly.

Who covers any installation costs?

solarZero covers the standard broadband installation costs.

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.

Will I get a free modem?

Yes, 2degrees will deliver that to you, valued at $165.

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.

Can you switch me?

We’ll do the initial paperwork then hand it over to 2degrees to complete the switch. You will need to inform your current provider that you are switching to 2degrees for your broadband.

Who will I be paying - solarZero or 2degrees?

You will be paying solarZero. You’ll receive a monthly invoice from solarZero for the solarZero energy service which will include broadband.

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 re-contract you to a new 20-year solarZero (energy service only) agreement. If you cancel or transfer your broadband services within 1 year, you will be required to pay the early termination fee to our broadband partner of $199. If you cancel your broadband services all credits earned will be forfeited. There is also an early termination fee for any appliances that have been sent to you, these fees are listed on our terms and conditions.

Is it a fixed-term contract for broadband?

Yes. It is the same 20 year agreement as your solarZero energy service.

How can I add a broadband plan to my solarZero agreement?

We’ll organise for you to add broadband to your solarZero energy service when you join us. You can arrange to add broadband to your solarZero energy service at any point over the contracted period.

Do I have to extend my contract term?

No, the contract term for your existing solarZero energy service doesn’t change.

How does the mysolarZero store credit system work and when will I get them?

You will receive a mysolarZero store credit of either $800 if you have added Ultimate Unlimited or $600 with Unlimited Broadband. The mysolarZero store credit will be added on the fifth anniversary of adding broadband to your solarZero energy service. The credits can’t be used before this anniversary. For example, mysolarZero store credit is added at year 5 for year 1-5, year 10 for years 6-10. These will be loaded into the mysolarZero store for you to use.

When do I get my appliance?

You will receive your free appliance when your existing broadband connection is transferred to 2degrees and installation of the solarZero energy service has taken place.

Who returns my old modem?

If your previous service provider needs you to return your modem they will organise this directly with you.

What is the 2degrees customer care team operational hours?

8am-10pm 7 days a week.

What is the 2degrees customer service like?

This was one of the reasons that we chose 2degrees. Their customer care team is based in New Zealand and award-winning.

Can I change to fibre later when it is available at my house?

Absolutely. Let us know and we will make sure your solarZero energy service contract is updated to Ultimate Unlimited. When you add on Ultimate Unlimited we will also review the free appliances that you have received to ensure these are accurate with the updated contract date.

Will I end up being charged twice?

This is dependent on the crossover date of your new broadband plan and the date that your existing broadband supplier invoices on.

Will they know that I've switched to 2degrees?

No. You will need to let your provider know that you are switching, and the date you want your current service to end.

What happens if I decide to terminate the bundled broadband with you, do I have to give the appliance back?

If you cancel or transfer broadband services within 5 years of receiving the Panasonic product then you will be required to pay a portion of the value of the product. The value of this will reflect the portion of the five year period that is left.

If I add Ultimate Unlimited can I also choose to go back down to an Unlimited Broadband plan later?

Sure. This will require an amendment to your solarZero energy service contract and will also change the value of the mysolarZero store credit that is loaded against your account.

Do I have to sign a new contract when I upgrade? How does the process work?

We've made it pretty simple. Simply hit the 'add to service' button either from the promotional email or on the landing page and broadband will be added to your solarZero energy service. Your solarZero energy service contract term doesn’t start again.

If I am already with solarZero and 2degrees for my broadband and I upgrade to the faster service do I need to change my modem and what do I do with the old one?

2degrees offer one modem for both plans. 2degrees will tell you what to do with your previous modem, otherwise, it is up to you to gift the modem to a friend or family member.

Do I have to change my modem?

When you add broadband to your solarZero energy service you will be provided with a free modem. We suggest that you use this modem in conjunction with our broadband service. However, if you already have a modem you can use that.

How long do I have to stay with 2degrees?

For the entirety of the solarZero energy services agreement. If there are changes to the broadband market over that period and will work with you as those occur.

What's the difference between Ultimate Unlimited and Unlimited Broadband?

Ultimate Unlimited is the fastest fibre and runs much faster than Unlimited Broadband with speeds up to 900/400Mbps.Unlimited Broadband provides you with the best available to your home. ADSL, VDSL, or Fibre, up to 300/100Mbps*. We can do a quick check and let you know what’s available for your home. Ultimate Unlimited is perfect for a connected home that has a number of devices, household members working from home, upload and downloading of documents. *Not all regions of New Zealand are able to access the 300/100Mbps internet speeds, instead they will have speeds of up to 100/20Mbps. The regions affected are those where the internet is supplied by Northpower, Unison and Electricity Ashburton. Areas that can get the faster speeds of 300/100Mbps are those where internet is supplied by Chorus, Enable and UFF (Ultrafast Fibre). Find out more on 2degrees.co.nz

How much will it cost per month?

If you bundle Ultimate Unlimited broadband in with your solarZero service your monthly fee will increase by $94 + GST per month. If you bundle Unlimited Broadband in with your solarZero energy service it will increase by $74 + GST per month. 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?

There is no other service offering like this in the market. Plus we guarantee savings and fix the price of solar, excess energy and broadband for 20 years.

Will the price rise later?

No. One of the benefits of the solarZero energy service fee is that it is fixed for 20 years.

Can I get a Static IP?

Yes. If you would like a Static IP added to your broadband bundle this costs $10/month and can be arranged when you sign up for broadband with us.If you've already bundled broadband to your solarZero energy service and would like a Static IP added in, please email customercare@solarzero.co.nz and they will organise that for you.

Can I get a WIFI extender?

If you think you'll benefit from a WIFI extender for your home, you can visit your nearest 2degrees retail store and purchase one there. Their team will be able to advise which type of extender will be best for you and answer any other questions you may have.

Who will be my broadband supplier?

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