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.

You must be a Grey Power Electricity customer, in order to add Broadband to your account. 

If you cancel your electricity with us, then our Standard Broadband Rates will apply.

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. 

You must be a Grey Power Electricity customer, in order to add Broadband to your account. 

If you cancel your electricity with us, 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.

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. 

Once you have received your modem in the mail, and you have received a text message from us telling you your connection is ready, you can get your broadband set up in just a few minutes.

Follow these simple instructions to get you on your way.

• Fibre Connections
• ADSL or VDSL Connections
• Quick Start Guide

Note: If your house doesn’t have an ONT and you have requested a new Fibre connection, a technician will visit your home to install your broadband and set up your modem for you.

Fibre Connections

Before you start, make sure your ONT is turned on at the wall.

Set Up

1. Connect the yellow ethernet cable (Included in your modem pack) from the red WAN Port of your modem router to either the LAN1 or GE1 Port of your ONT. Your ONT will be located on your wall.

2. Plug the power adapter into your modem router and then to your nearest power point. Ensure this is turned on at the wall socket.

3. Press the power button on your modem to turn it on. Wait 1 minute and then you should see green lights 1, 2 and 9 below on your modem

 4. If you have a phone or landline, use the grey phone cable provided in your modem pack and connect it from the VoIP1 Port on the modem to your landline phone. Make sure that if your phone needs a power supply, that this is turned on at the wall.

Fibre Connection Flow Diagram

ADSL and VDSL Connections

Before you start, it is important to identify if your phone socket has one port or two.

A: One Port

• If a technician has not visited your home to install Broadband,

then you will need a standard socket broadband filter.

This is required to make the connection with your modem work.

This can be purchased from your local Noel Leeming store.  

B: Two Ports

If you have two sockets you will not require a broadband filter

Set Up

1. Connect the microfilter to the phone jack on your wall.

2. Connect the grey Phone Cable from the microfilter to the DSL Port of your modem router

3. Plug the power adapter into your modem router and then to your nearest power point. Ensure this is turned on at the wall socket.

4. Press the power button on your modem to turn it on. Wait 1 minute and then you should see green lights 1, 2 and 10 below on your modem

5. If you have a phone or landline, use the chord from your previous connection, to connect the VoIP 1 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.

ADSL/VDSL Connection Flow Diagram

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: 

We will send you a text message when your broadband has been connected. After you receive this message you can open your modem and set up your connection. 

For instructions on how to set up your modem click here

For instructions on how to set up your phone click here

Other helpful links

Quick Start Guide here.

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.

To change your WiFi password to something that is memorable for you, follow the instructions below.

Log into the modem

You can do this via WiFi (SSID: D-Link DVA-2800) or by connecting the yellow ethernet cable from the yellow LAN port on the modem to connect to your computer.

1. Open a web browser (such as Chrome or Internet Explorer), and type in 192.168.1.1 in the address bar.
2. When asked for the password, write ‘admin’ as a default

NOTE: If this is your first time logging in to your modem, the set up wizard may appear (See image below). It is IMPORTANT to click cancel. This will return you to the main screen where you can change your password and restore your factory defaults.

3. From the top menu, click ‘Settings’ then select ‘Wireless’

4. Once you are in the wireless screen, you can type your own password into the password box. You can also change the name of your WiFi connection as well.
5. When finished, select ‘save’ from the top right hand menu

You can now use your new WiFi password instead of the default one.

To do a factory reset on your modem, follow the steps below.

Log into the modem

You can do this via WiFi (SSID: D-Link DVA-2800) or by connecting the yellow ethernet cable from the yellow LAN port on the modem to connect to your computer.

1. Open a web browser (such as Chrome or Internet Explorer), and type in 192.168.1.1 in the address bar.
2. When asked for the password, write ‘admin’ as a default

3. From the top right hand menu select ‘Management' then from the drop down click 'System Admin'

4. When you are in the System Admin Screen, you will then need to click ‘System’ from the top right hand corner.

5. Once in the System screen, you will then see Restore to Factory Default Settings, click ‘Restore’ next to this and click ‘OK’

This will reset the Router to Factory settings.

The internet light on the router will turn Red for 10 Seconds, before turning Green.

Please make sure that if you have to log into the Router again, click 'CANCEL' if prompted with Welcome Wizard. The Modem should already be configured after Factory Reset.

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 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 

The further away that you move away from your modem, the more likely you are to experience a weaker WiFi signal.

Try positioning your modem in a central area of your house away from obstacles such as walls or other home appliances.

For more tips, check out ‘How do I fix my slow Wifi’

There are many things you can do to help your Wi-Fi if you believe it is not performing as fast as it should be. We have outlined these below.

• Number of Users
• Position of your Modem
• Modem
• Interference
• Neighbours

Number of Users

The more people using your Wi-Fi connection, the less wireless bandwidth there is available to each person’s device. This can often cause your Wi-Fi to slow down. We recommend that where possible you connect internet devices to the Ethernet so that the Wi-Fi bandwidth can be reserved for mobile devices.  

Position of your Modem

For best performance, we recommend that you place your modem up high in a central area of your house. If the modem is at ground level and behind a desk or piece of furniture your signal may be affected.

The closer your devices are to the signal, the stronger your connection will be. This will result in better Wi-Fi performance.   

Modem

We highly recommend you use the modem we supply to you with your plan. Our modems are one of the fastest on the market and provide better performance than many others.

Interference

Often home appliances such as Bluetooth speakers, microwaves, baby monitors and cordless phones can interfere with your Wi-Fi signal. Other barriers in your home that can cause Wi-Fi interference include hot water cylinders, walls or any obstacles that contain metal.  

Neighbours

Your neighbours Wi-Fi can often cause signal interference with your Wi-Fi. This is more common in apartment buildings where there are many access points. We highly recommend choosing a different Wi-Fi channel – this will be either 2.4Ghz or 5Ghz

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.

Press *61 to turn on call waiting

Press *81 to turn off call waiting

To turn off your voicemail dial *53

Once your broadband connection has been set up, you can connect your landline phone.

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

ADSL or VDSL Connection

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

If your phone cable is unable to fit into the VoIP 1 Port (See diagram below), or you no longer have this chord, then a RJ11 cable can be purchased from your nearest 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. (See diagram below)

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.

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.