Broadband & Phone

To add Broadband to your Grey Power Electricity account, you can do it online here or you can call our Customer Care Team on 0800 473 976. To find out what Broadband Plan is best for your home, click here.

Yes, you can. The only exception is if your email address is linked to your current Broadband provider (e.g. Spark), in which case there may be an additional cost involved. Please check with your provider to understand if there will be any additional costs.

If you have a Gmail, Outlook, Yahoo or other cloud-based email address there will be no issues at all.  

We strongly suggest that you set up an email address with a free provider (such as Gmail, Outlook or Yahoo). This way you will not be locked into your current Broadband provider. When setting up your new email address, you can create an automatic response that lets people know you have changed your email. 

If you do not have your electricity with Grey Power Electricity, you will be required to pay our Standard Broadband Rates for your plan.

• Regular: ADSL / VDSL: $84/month

• Standard Fibre (30/10): $84/month

• Fast Fibre (100/20): $90/month

• Faster Fibre (200 /20): $104/month

• Max Fibre (max / 500): $120/month

All prices exclude GST.

When you BundleUp your electricity and broadband with Grey Power Electricity you will receive a $15 discount on each of the prices above.

We recommend you contact the service provider of your alarm to ensure your device will still be compatible.

For further information on Fibre and Broadband, please contact our Customer Care Team or visit www.chorus.co.nz/help-and-support/

Yes, you will need to provide your current broadband provider with the required notice. If you need assistance to do so, please contact our Customer Care Team. 

This is particularly important if your connection is changing from copper to Fibre to avoid being billed twice. 

Grey Power Electricity and Grey Power Broadband services are only available for members of the Grey Power Federation. To join your local Grey Power Association click here. Please note ages and yearly subs differ depending on your location.

To view or download the User Manual for your D-Link modem please click here.

Here are the steps for configuring your own modem router for a Grey Power Broadband connection:

• If your Internet light does not come on after plugging in your DSL/Ethernet cable & Power cable, please perform a ‘Factory Reset’ of your modem router. There may be a ‘Reset’ small indent button on your modem which can be pressed for 5 seconds using a paper-clip.
• You can also log in to your Modem Router’s interface and search under the Administration Tab and select the option to ‘Restore your Modem Router to Default settings’.

If no Internet light comes on, you will need to log in to your Modem Router using it’s IP address on a web browser. (Please see your instruction manual for further information on this. Commonly this may be http://192.168.1.1 but this may differ depending on your modems current configuration from its manufacturer).

Configuration settings are as follows: 

For UFB:

You may not need to place all settings below but the most important are in Bold:

For ADSL:

You may not need to place all settings below but the most important are in Bold: For ADSL:

 For VDSL

You may not need to place all settings below but the most important are in Bold: 

If your internet connection has been set up, and you are having trouble setting up your modem, please make sure you have followed the steps in our Quick Start Guide.

You can also download the full D-Link user manual here.

For technical support and trouble shooting for your modem click here. 

For optimum results and support, we highly recommend you use the Grey Power Broadband modem supplied to you on sign up. Our modems are one of the fastest on the market and provide better performance than many others. We may be unable to provide technical support for other modems.

No, you do not need to be home to receive your modem.

Your modem should arrive within 3-5 working days.

You may receive your modem before your internet is connected. If an install technician is required, please hold onto your modem for their visit.

If you have the Dlink DVA-2800 modem, which is provided by us, please follow the steps below.

Please note: We are unable to provide support for modems that are not supplied by us.

1. Open your internet browser (E.g. Internet Explorer or Google Chrome) and in the address bar type: http://192.168.1.1

If you are prompted with a Welcome Page, please select ‘Cancel’ as you do not need to manually configure your Router to connect to the Internet.

If you are prompted to input a password, this will be ‘Admin’ by default.

Change your WiFi Network Name

2. To change the WiFi Network name, select the Tabs: 'Settings & Wireless’.
Here you can change the WiFi Name (SSID) of both the 2.4GHz & 5GHz WiFi frequencies.

The differences between the two frequencies are the range (coverage) and bandwidth (speed) that the bands provide.

The 2.4 GHz band provides coverage at a longer range but transmits data at slower speeds.

The 5 GHz band provides less coverage but transmits data at faster speeds.

You may wish to have the same WiFi name to assign in the 2.4Ghz & 5GHz fields as this will assist your devices in connecting to the most optimal frequency depending on how far away you are from the Router.

Change Your WiFi Password

3. To change the 'Admin’ Password you use to log in to the Router in your Web browser - Go to ‘Management/System Admin’.

Here you change the Admin password and select ‘Save’.

Your broadband payments are charged a month in advance. On your first Grey Power Electricity Broadband invoice you will have a pro rata monthly charge as well as a monthly charge.

For information on understanding your bill, please click here.

If you do not pay your bill by the due date, we may restrict your broadband services.

If your services are restricted, you will be charged a $10 + GST blocking fee and a $10 + GST unblocking fee for us to release the restriction of your broadband services. If your bill remains unpaid, we may cancel your broadband account with us.

Our Unlimited Broadband and Phone Packages are designed for personal use by residential customers. Our Fair Use Policy has been developed by reference to average customer profiles and estimated customer usage of our services. From time to time, we may monitor usage patterns. If your usage of our services materially exceeds estimated use patterns over any week or month or is inconsistent normal usage patterns, we may contact you to advise you that your usage is in breach of our Fair Use Policy.

We will request that you adjust your usage patterns to come within our Fair Use Policy. If your excessive usage continues then you may be charged for the Excessive part of your usage at our Standard Rates and the Services may be suspended. Our Standard Broadband rates are $0.1+GST/GB and our Standard Phone Rates can be found here.

Please contact our Customer Care Team to arrange the broadband connection at your new home. We recommend that you give us 30 days’ notice.

Please check that the previous occupants have not taken the power chord with them. If this is the case, please contact us to request a new power chord.

To find out more, watch the video here. 

You will receive a text message or a phone call from the Chorus Fibre Install Technician to confirm your install, 3 days beforehand. They will provide you with an am or pm time slot for the day you have indicated you would like your Fibre installed. 

Yes, the property owner must give written or verbal permission to install Fibre at your property.

If you need to change the date that the Install Technician visits your home, you must give at least 3 days’ notice. To change this date, please contact us. You will need to be home when the technician visits your home.

3 - 6 hours 

On some specific devices, you may be able to connect without a password if the device has a 'WPS' (WiFi Protected Setup) button.

To connect to WiFi, simply press the respective WPS buttons on your D-Link modem and your device to instantly establish a secure connection.

Your modem relies on electricity as a power supply. Therefore, your broadband connection will not work if there is a power cut. It is a good idea to always have a fully charged mobile phone in case of emergencies.

To measure the speed of your broadband you can use a free independent website, such as www.speedtest.net

Before testing, make sure the WiFi on your modem is turned off and that no internet use is in process (Such as Netflix or downloads). You will need to make sure the device you are testing is plugged directly into your modem via the ethernet cable.

If you are not getting the desired result, please change the server to ensure it is not an issue with the remote server.

If your internet is not working, you may need to:

1. Check if there is an outage in your area
2. Check all cables are plugged into the correct ports
3. Unplug your modem from the wall power socket, wait 30 seconds before plugging back in
4. Restart your modem and wait 30 seconds before turning back on
5. Check that the correct lights are displaying on your modem.
   1. ADSL or VDSL: power, internet and DSL LEDs should display
   2. Fibre: power, internet and WAN
6. If Wifi is not working, you may need to press the 'Wifi' button to ensure the 2.4G & 5G Wifi lights are green. 

For more modem trouble shooting information please click here.

Alternatively, you can our customer care team here.

If your connection is slow, there may be too many devices using your broadband connection and there may be a better plan for your household usage. To upgrade to a faster plan, you can view your options here or contact us. 

For Wireless Connections, make sure your router isn’t blocked by any large obstacles or located near a hot water cylinder, mirror or filing cabinet. You may also need to move the modem so that it is in a central location of the house or switch between your two Wifi connections (D-Link DVA-2800 & D-Link DVA-2800 5GHz).

For ADSL or VDSL connections: You may need to move the cables away from any appliances that may interfere such as microwaves or fridges. If Fibre is available in your area, it might be worth upgrading. To do so, please contact us. 

To check if there is an outage in your area, please click on your Network Provider below.

If you do not know who your Network Provider is, please click here.

Chorus

North Power

Ultra Fast Fibre

Enable

When your outage has been fixed, you will need to reset your modem to reconnect to the network.

For more information click here.

To turn off your voicemail dial *53

Once your landline connection is set up, please follow the steps below:

ADSL or VDSL Connection

Use the cord from your previous connection to connect the VoIP1 Port in the modem to your landline phone.

Depending on your landline model, the name of this cord will be either RJ12 - RJ12 or RJ12- RJ11. If you no longer have this cord, you can buy a replacement from your local PB Tech, Jaycar or electronics store.

Fibre Connection 

Using the grey Phone Cable that is included in your modem box, connect this cord from the VoIP Port on the modem to your landline phone.

Please note, it can take up to 3 hours for  your phone to set itself up once it has been connected.

Yes, you can keep your phone number. However, if you are moving to a different region please contact us to request a new number.

To add a phone package to your service with us, please contact our Customer Care Team. To learn more about our phone packages click here.

Your caller ID will be turned on by default. 

To turn on caller ID press *30. You will only need to do this once and the setting will be saved.

To turn off caller ID press *31. Again, you will only need to do this once and the setting will be saved.

Press:

3 – For advanced options (Press 1 to send a reply, 2 to call the person who left the message, 3 to listen to the message details and 4 to place an outgoing call)

4 – To go back to the previous message

5 – To repeat the current message

6 – To play the next message

7 – To delete the current message

8 – To forward the message to another mailbox

9 – To save the message to a folder (Press 0 for new messages, 1 for old messages, 2 for work messages, 3 for family messages, 4 for friends’ messages)

Yes, you can. Provided you are still a member of the Grey Power Federation. Please note that a $150 +GST Modem Fee may apply.

You will need to return your modem in a tracked courier to Grey Power Electricity, Level 5, 33 Enfield Street, Mt Eden, Auckland 1024 within 14 days. Please note a Modem Return Fee of $14.95 +GST will apply.

If the modem is not returned within 14 days you will be billed $150 +GST for this.

You can request a tracking return label free of charge by contacting us. Please note you will need access to a printer. 

If you have signed up online, you will be required to give us 30 days’ notice.

If you signed up with one of our door to door or outbound sales agents, you have the right to cancel free of charge within 5 days of signing up.

If your modem has been sent, you are required to send this back to us unopened within 14 days of receiving it. Please note a Modem Return Fee of $14.95 +GST will apply.

If your modem has been opened or damaged or is not returned within 14 days you will be required to pay the full Modem Fee of $150 +GST and Modem Delivery Fee of $14.95 +GST.

Modem must be sent in a tracked courier to Grey Power Electricity, Level 5, 33 Enfield St, Mt Eden, Auckland 1024. You can request a tracking return label free of charge by contacting us. Please note you will need access to a printer.

Yes, you can continue with our Grey Power Broadband service, however the BundleUp discount does not apply to broadband only plans. You will still need to remain a member of the Grey Power Federation.

To cancel your broadband plan, please contact us. 

You will be required to give us 30 days’ notice and any outstanding charges will be added to your final bill. 

If you decide to leave Grey Power Broadband within 24 months, you will be required to pay a $150 +GST Modem Fee.