Got a question about Broadband?

Got a question about Broadband?

Have a look below to find the answer to your questions about Broadband. If you can't find what you're looking for, let us know. We've got dedicated teams for all your enquiries and we're always happy to help.
 

GENERAL FAQS

Mercury Broadband is exclusively available to our wonderful customers. To unlock our broadband service, simply head over to My Account and follow the simple step-by-step instructions to sign up today.

Not an existing Mercury customer? No worries – give our team a call on 0800 10 18 10 to sign up for wonderful electricity and broadband.

To sign up to Mercury Broadband online, you’ll first need to sign up as an electricity or gas customer. Once you’ve joined us for your energy you will then be able to unlock broadband via your online My Account.

Currently we’re only providing our customers with wonderful energy and broadband services. You’ll need to arrange any telephone landlines at your property directly with another telecommunications provider.

If you’re switching to us from another broadband provider, and you don’t have a specific future date in mind for your switch, this generally shouldn’t take any more than 5-10 working days. 

Of course, if you have a specific date in mind, we’re also able to schedule your connection for a future date – whatever you prefer!  You can switch both your electricity and your broadband on the same future date, as long as you let us know no less than 10 working days before that date.

We’ll keep you up to date with our progress along the way. Once the switch has been confirmed in our system, you’ll receive a text message confirming the date that your connection will go live. You’ll also receive another text on the day that your connection is fully live to let you know you can now use your internet. 

Once you’ve signed up with our team, we’ll send you a text message to confirm your connection date is scheduled. Additionally, on the day your connection is scheduled to go live, we’ll send you a text message to confirm you can now use your internet.  

If you’re using one of our Ultimate WiFi routers, or if you’ve brought your own router, then you may need to configure it before you get online. Check out our Ultimate WiFi and Everyday WiFi guides to help you get set up. If you’re bringing your own router and need help configuring it, give our team a call on 0800 10 18 10 and we'll see if we can help.

Unfortunately, we aren’t able to show your broadband usage in our app or through My Account. However, all our plans are unlimited so you can stream, video chat, and scroll to your heart’s delight without fear of running out of data! Remember, our broadband is for residential use only and we have an Improper Use Policy in place for any unreasonable usage which you can check out more details on here.

If you’re already an electricity customer with us, then there’s no additional credit check requirements to add broadband onto your account. Simply head to MyAccount to add broadband and you’re on your way!  

If you are a new customer, then you’ll need to go through our standard credit check requirements when you first sign up. All you need to do is head to our join form, fill in your details, and we’ll do the rest!  

If you change your mind before you're connected to Mercury Broadband, we will do our best to cancel your plan before you incur any costs. However, if you have already been sent a Mercury router, charges or an early termination fee may apply.

We suggest you let your current broadband provider know you're changing providers and strongly recommend double checking your agreement with them to make sure you're aware of any early termination fees or other charges that will apply when you end your agreement with them, as Mercury won't be responsible for those charges.

At this stage in time, Mercury Broadband is only available in homes where fibre is already installed. If you’re moving house and want to transfer your broadband, give us a call on 0800 10 18 10 or flick us an email at broadband@mercury.co.nz and we’ll double check to see if this service is available at your new address.

If you’ve signed up to receive one of our wonderful Ultimate WiFi routers, we recommend you download the TP-Link Deco App from either Google Play or the App Store ahead of your connection date.

This app is required to get your new router up and running, so it’s best to have this downloaded and ready to go in time for your connection date. Don’t worry though, your router will come with a handy step-by-step guide to help you navigate any tricky bits. Need more help? Check out our Ultimate WiFi How To video.

Sure thing – you can switch between our Unlimited Fibre and Unlimited Fibre Ultra plans, but no more than once a month. We will schedule the change as soon as possible after we receive your request, and the change can take up to 10 working days to implement. We will let you know once it is complete.

Your new plan’s rates will take effect from the date that your plan is changed in our system. Depending on your broadband billing cycle, you may have already paid at your previous plan's rates for a number of days after the date your plan is changed in our system – if that’s the case, we'll credit you back for those additional days, and charge you at your new plan's rates from the date your plan is changed in our system.

Unfortunately, you can only stay with Mercury Broadband if you are a Mercury electricity customer. If you want to leave Mercury for electricity, so long as you let us know more than 7 days in advance, we will switch off your broadband on the same date. If you don't let us know in advance, we will need to switch off your broadband 7 days after you're no longer a Mercury electricity customer.

We're sure we'll be able to sort out any problems between us. However, if you are dissatisfied with our response to your complaint, or if we have taken longer than 20 working days to resolve your complaint (Mercury may notify you in writing of good reason to take up to 40 working days to resolve a complaint, where such reason exists), you have the right to take your complaint to Telecommunications Dispute Resolution. The TDR is a free and independent disputes service and can be contacted as follows:

Free phone: 0508 98 98 98
Website: www.tdr.org.nz
Email: contact@tdr.org.nz
Post: Telecommunications Dispute Resolution
Freepost 214075
PO Box 5573
Wellington 6011
Fax: 04 918 4901

Your fibre broadband and devices that may rely on fibre broadband (like a landline, security alarm or medical alarm without an inbuilt battery) might not work in a power failure and this may mean you're unable to contact 111 in an emergency. We recommend having a charged mobile or alternative arrangement in place.

BILLING FAQS

Your broadband charges will be bundled in with your energy bill, so you’ll simply see an extra item for broadband on your monthly bill. On your first bill after signing up to broadband, you may also see additional charges, such as router and delivery costs should you need us to provide you with a router. Check out our annotated Bill Guide for a step-by-step breakdown.

Not to worry! We’ll only start charging for broadband once your connection is active. So, if you’ve asked for your broadband to start in a month’s time, and your next bill is in two weeks, your broadband charges won’t be included in that bill, they’ll appear on the following bill when your connection is active.

Your current Mercury electricity billing cycle can also affect when your broadband charges start appearing. If broadband doesn’t appear on your first bill after your broadband connection is active, it might be because we’ve issued you with a bill just prior to this date. On these occasions, the charges should appear on the following bill.

All our broadband plans are unlimited, so there’s no usage calculations needed. You’re charged the same fixed monthly charge no matter how much data you use, so feel free to stream, scroll and video chat to your heart’s delight!  

While we don’t expect anything to go wrong with any router we provide you, if the unexpected happens and you think you've received a faulty unit, get in touch with us and we'll look into it for you.

Prompt payment discounts only relate to your electricity plan so any PPD you’re eligible for will only apply to the bill payments you make towards your energy plan, not any bill payments you make for broadband. However, you must pay your entire bill (including your broadband bill payments) in full and on time in order to receive your Prompt Payment Discount. 

 

ROUTER FAQS

Absolutely! If you prefer to use your own router, that’s not a problem. However, we do strongly recommend you opt for one of our wonderful routers when you sign up - our top-notch hardware helps ensure everyone in your home can make the most out of our broadband!

Individual router guides.

If you do decide to use your own router though, check out our handy router guides here. With more than 30 model-specific guides available online we’ve got you covered!

Setting up your router doesn’t need to be tricky, we’re here to help!

You should have received a handy router guide in the box your device arrived in, but you can also download our Ultimate WiFi Router guide or Everyday Router guide any time.

Please note that in order to set up your Ultimate WiFi router you’ll first need to download the TP-Link Deco App from Google Play or the App Store to get going.

Brought your own router?  

Have your own router and need help configuring it? No worries! There are dozens of router models that are currently compatible with Mercury Broadband. Check out our list and see if yours is compatible today.

We’ll aim to have your router delivered within a few days of your transfer to Mercury Broadband being processed.

Once your router leaves our warehouse, you’ll receive a text to confirm it’s on its way with a tracking number so you can monitor its journey! 

Everyday Router 

If you’re using one of our Everyday routers you can access your router settings by following the following steps: 

  1. Connect to the router through either the WiFi or an ethernet cable
  2. Open a web browser on your device and type http://192.168.20.1/ into the address bar at the top of the window.  
  3. At the login screen, type “admin” in the username and your router’s serial number in the password field, then click the Login button. 

By default, our Everyday routers are shipped with our firmware preinstalled, which gives us remote support access. This improves our ability to remotely troubleshoot device, WiFi and firmware issues.   

We understand that you might prefer to control this yourself, rather than us, so we’ll happily replace your router’s firmware with factory standard if you request it.  

Ultimate WiFi Router  

If you're using our Ultimate WiFi 2-pack or 3-pack router, you can change your settings by logging on to the TP-Link Deco app and going to the ‘Settings’ section. Download the TP-Link Deco app onto your device from Google Play or the App Store. 

If you have a Mercury router:  

We have remote support access to your Mercury router, meaning we can quickly add port forwards for you. If you'd like access to your router yourself, we can also sort that out for you. Simply give us a call on 0800 10 18 10, or email us at mercurybroadbandsupport@mercury.co.nz

If you don't have a Mercury router:  

Unfortunately, we can’t add these port forwards for you, as we would not have remote access to your router.  

You still have options though - check here or check online to see if your router has a manual available online. Most standard documents supplied with routers show how to add a port forward. 

Otherwise get in touch with our tech support team and we'll try our best to get it sorted for you.  

Your router’s WiFi password will depend on the type of router you have.   

If you’re using one of our Everyday routers, check in the router box for a WiFi card containing your password. There will also be a sticker on the back or bottom of the router itself. If you’re still having trouble finding your password, give us a call on 0800 10 18 10, or email  broadband@mercury.co.nz

If you’re using one of our Ultimate WiFi routers, you can set your own password as part of the initial set-up process via the TP-Link Deco app.  

Using your own router? Depending on the type of router you own, our friendly tech support team may be able to give you a hand. Give them a call on 0800 10 18 10. 

 

BROADBAND FAQS

These quick and easy steps will help you check your broadband speed in no time.  

  1. Make sure all devices are disconnected from your WiFi network first. If any devices are streaming, downloading or uploading at the time you run your test, it can negatively impact the accuracy of your speed test. To do this, simply unplug any cabled devices from the router, or turn WiFi off.  
  2. Connect the device you plan to run the speed test through directly to the router via an ethernet cable.  Running the test directly from the router ensures the speed isn't being affected by WiFi interference or any other environmental factors.
  3. On that connected device, open a web browser and head to www.speedtest.net
  4. You should see a large circle with “GO” in the centre of your screen, click "GO.”  
  5. After the test is complete, you will be given three speed test results:  
    • The 'ping' result will show the time it takes for your device to connect to our speed test server.  
    • The 'download' result shows the download speed.  
    • The 'upload' result shows the upload speed.  

Understanding your results:   

Factors that may influence your speed include the device you are using and its capabilities, your operating system and web-browser, if you’re connecting wirelessly to your router, and the number of devices connecting via WiFi. For more information on factors that may influence your speed click here.

If you have a router supplied by Mercury, this router is capable of providing the estimated peak time average speeds, subject to the other factors described above. If you are using a router not supplied by Mercury, you may not be capable of receiving the stated speeds for Mercury’s Fibre service.If you think the speed test result is indicating poor performance, we definitely want to hear about it!  Contact us on 0800 10 18 10.

Oh no! We’re sorry you’re having connection issues! Here’s some helpful steps to follow, and if you’re still stuck, you can always give us a call on 0800 10 18 10. 

Fibre troubleshooting:

  1. Please locate the ONT (Optical Network Terminal) in your home. This is the wonderful little fibre box that was installed in your home.
    1. Check the lights on the fibre box, as they'll give you clues as to what's happening. 
  2. If there are no lights lit on the ONT, check the power hasn't been turned off to it, or that that the power cable hasn't come apart.
    1. Try plugging the power cable into another power outlet, or another multi-board. If the lights still don't come on, the power supply might need replacing. 
    2. If the power supply does need replacing, we can sort this for you! Give us a call on 0800 10 18 10 and we’ll help. Otherwise, if Chorus is your local fibre company, you can request a new power supply directly from them – see here
      
  3. If there are lights lit on the ONT, it means your fibre box is getting power, so let’s keep investigating! 

  4. Check for the Optical light which is the second light from the left. 
    1. If the Optical light is red, it means there's an issue with the fibre service itself. You can't do much more at this point, so get in touch and we'll take it from there. Give us a call on 0800 10 18 10.   
    2. If the Optical light is green, it means there's no issue with the fibre coming into your home, so let’s keep investigating!  

  5. If the Optical light and the LAN1 light (that’s the orange or green light) are both on, then check there’s a cable from the fibre box to your router.  A solid light means a connection is detected, a flashing light means the connection is in use. 
    1. If there is, check that this cable is plugged into the WAN / Internet port on your router, and that the router is turned on.  

  6. No luck? No worries! Give our wonderful Tech Support team a call on 0800 10 18 10, we’re here to help!   

Once your device gets an 'answer' from the DNS server, it is allowed to remember this result for a period of time. 

Typically, this period lasts for a day or two, although you can manually configure this on your router or device. Once the time expires, your device will ask the DNS server again. 

Sometimes, for a number of different reasons, the cache becomes corrupt or out of date. This results in you being able to get to some websites, but not others. This is where flushing the DNS helps. It forces your device to empty the cache and forget everything it knows about DNS entry that it's looked up previously. 

If you are having trouble getting to a particular website, then flushing your devices DNS cache might help. 


Windows
  1. On your PC, click the start button. 
  2. In the 'Search programs and files' box, type "CMD" 
  3. Click the search result "CMD" 
  4. In this window, type ipconfig /flushdns 
  5. You should see a result "Successfully flushed the DNS resolver cache" 

If this hasn't fixed your issue, you might want to get in touch with our Tech Support team. 

ioS

  1. Swipe up from the bottom of the screen. This will open Control Center. 
  2. Tap the aeroplane icon on the top left. This will turn the icon white 
  3. Tap the aeroplane icon on the top left. This will turn the icon black. 
  4. This has flushed the DNS. 

If this hasn't fixed your issue, you might want to get in touch with our Tech Support team. 

Android

  1. Turn your phone / tablet off. 
  2. Remove the battery for 30 seconds. 
  3. Put battery back into device and power on. If this hasn't fixed your issue, you might want to get in touch with our tech team. 

If you cannot remove the battery from your Android device, try disconnecting from the WiFi, then toggling Airplane mode on then off. 

Wonderful! Receiving this text means that the date and time your broadband connection will go live is scheduled in our system. The date and time indicated in your text is when we're aiming to have your broadband connection set up and ready to use. If something changes for you and you need to schedule it for a new date, you can give us a call on 0800 10 18 10. Otherwise, on the day your connection is scheduled to go live, keep an eye on your phone and we will send you another text to confirm when it is live and ready to use.  

 

WIFI FAQS

We’ve got your back! Simply follow these steps to get your mobile devices connected to your WiFi.  

You'll need:

  • Your WiFi network name. This is also called a "SSID" and it’s the name of your wireless network. Chances are, when you’re scanning for a WiFi network, you’ll also see your neighbours’ WiFi networks so make sure you know which one is yours!  
  • Your WiFi password. This password needs to be entered when joining the WiFi network for the first time, your WiFi network should be password protected so no one in your area can use your WiFi without your permission!  

 

Finding your WiFi name and password for a new router: 

  • If you have one of our wonderful whole-home Ultimate WiFi routers, you’ll be able to create your own WiFi name and password as part of the set-up process. Remember, to begin the set-up you’ll first need to download the TP-Link Deco app as discussed in your physical Router Guide. Check out the Deco App guide.
  • If you have an Everyday router from us, the WiFi name and password will be detailed on a card included in the box, or printed on the router itself, likely on the bottom. Check out our FAQ on this. 
  • If you’re using your own router (aka not one we’ve provided to you), please check the information that came with your router. This may also be documented on a sticker, so we recommend checking the bottom/back of the router as well.  

 

Connecting to WiFi:  

  1. In your device's settings, go to WiFi / Wireless.  
  2. Find the name of our WiFi network and select that  
  3. Enter your WiFi password and hit go! You should now be online! 

 

Changing your WiFi password is a great way to ensure only you and the people you give permission to are connecting to your internet.  

Using one of our Ultimate WiFi routers? Read on!  
If you have one of our Ultimate WiFi routers, you’ll be able to create your own WiFi name and password as part of the set-up process. Remember, to begin the set-up you’ll first need to download the TP-Link Deco app as discussed in your Router Guide.

Using an Everyday (non-mesh) router from us? We’ve got you covered!  
You will need to give us a call on 0800 10 18 10. We can remotely configure your password for you. Let us know if you'd prefer to complete this yourself as we can enable access for you. 

Using your own router? 
Changing the WiFi password is usually completed by accessing the router's administrative settings. If you’re unsure on how to do this, please check your router's manual. Depending on the type of router you own, our friendly tech support team may be able to give you a hand. Give them a call on 0800 10 18 10. 

If you're having WiFi dropouts or are getting slow WiFi speeds, changing the WiFi channel is a good way to eliminate interference as the culprit. 

Using a Mercury router? 
You will need to give us a call on 0800 10 18 10 or email us at  mercurybroadbandsupport@mercury.co.nz
We can remotely configure your routers settings for you. If you'd prefer to manually manage your router yourself, let us know and we can enable access for you. 

Using your own router?  
Changing channel / frequency is usually completed by accessing the router's administrative settings and locating the WiFi / wireless options. Please check the information that came with your router to confirm how best to tackle this. 

A WiFi deadzone is an area of your home where your WiFi is meant to work but doesn’t. This can be caused by interference from devices (fridges, microwaves, baby monitors etc.) or physical blockers such as walls.   

The easiest and most efficient way to combat deadzones is to use one of our Ultimate WiFi routers, which help to provide whole-home WiFi coverage. With multiple Deco units, each providing up to 350m2 of WiFi coverage, these can help to combat weak signals.

Estimating WiFi range is quite difficult. This is because many devices in your home affect the router's ability to provide large WiFi coverage. Luckily, we’re here to help!

Using one of our Ultimate WiFi routers? 
If you have one of our Ultimate WiFi mesh routers, you’ll receive multiple Deco Units (either 2 or 3) which can be placed in different rooms of your house to assist with whole-home WiFi coverage. With each Deco unit providing up to 350m2 of WiFi coverage, we suggest placing them in key spots across your home, such as living rooms, home offices or even bedrooms to maximize coverage.  

Using an Everyday (non-mesh) router from us?
Devices such as fridges and microwaves, or even internal walls or structures can affect your WiFi performance. We suggest placing your router in a central part of your home to maximise range and minimise interference.   

If you're struggling with WiFi performance in your home, or want your WiFi to cover a larger range, get in touch with our Technical team. A solution could be as simple as moving your router, running a cable, or testing different WiFi settings. Either way, we'll listen to your unique issue and make a recommendation.  

 

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