Frequently Asked Questions

AoNet will send you a monthly invoice via the e-mail address you supplied us when you signed up. Our bank details (Enhanced Solutions Ltd) will be included with that invoice.

Your monthly invoice is payable in advance for that month of service. We accept payment by electronic banking, transfer, direct debit, or credit card. Direct debit payments need to be arranged with us prior to becoming due, and you’ll need to supply us with a mobile phone number to associate with the direct debit being arranged. If you wish to pay by credit card, you will be charged the extra bank charge for this facility.

We do not accept payment by cash or cheque.

Bill payments are to be made in advance for that month of service. As such, your first internet bill is due immediately after installation. We’ll e-mail you your first invoice from us, which will include our bank details.

After the first invoice, your installation date becomes the monthly due date for our service. We’ll send you your monthly invoice by e-mail, 10 days before it is due.

A typical installation will cost you about $400 NZD, GST included. That fee is payable to the installer, not AoNet. The money covers the travel and labor costs for that installer.

In return, they’ll set you up with all the equipment you need to enjoy AoNet broadband. We provide that equipment free of charge, including a Wi-Fi router that will most probably give you all the coverage you need.

In the event you decide to terminate your account with us, we may request that this equipment is returned to us.

Your contract is for as long as you like. If at any point you feel the need to cancel your service with us, then just get in touch with us and let us know. We’ll collect our equipment back from you, and leave you free to find an alternative service without any hassle*.

*Note: Please ensure your account is fully paid up before cancellation. If you still have outstanding billing with us, it will come due once you cancel your account, if it hasn’t already.

Two available power points, and clear line of sight to one of our radio sites. Often, our experience of other installations in your area will allow us to make a prediction. Once we have your address, we can advise you which hill top/s to look for. If you can see one of these hills from your roof, then it is highly likely you will be able to connect with us.

If we can’t get direct line of sight to your house, we can try a more complex installation. This might mean running a cable out to some place on your property that does have line of sight, or a remote hop from another powered building. That’ll cost extra, but we’ll discuss this with you before the installation goes ahead, and have one of our technicians prepare a quote for the install, so you know how much you’re paying, and what you’re paying for.

We don’t impose any data caps on our broadband, but if you’re using a truly massive amount of data each month, then we might decide that your data use is unreasonably excessive. For more information on what this means, check out our Terms of Use. If you’re in danger of excessive data use, then we’ll get in contact to let you know.

If you’re moving house, but you’re still in the same area, get in touch with us about the move, and we’ll discuss options for moving your AoNet connection with you.

If you’re moving a little further afield, and won’t be able to receive AoNet coverage at your new location, then let us know a month prior to leaving, and we’ll allocate that month as “already paid”. Make sure you’ve stopped any automatic bank payments to us, and leave your router inside your house. If we have equipment to collect from you, make sure it’s available for collection. And if you’re happy to recommend us to the new folks, then we’re happy for you to do so.

The best thing you can do is get in touch with us by logging a support ticket via our customer portal, or ringing us on 0800 100 534.

But before you do that:

  • Make sure your router is OK. Ensure it’s properly plugged in, and none of the cables are damaged.
  • Take some photos of your gear, especially the lights on the equipment, and where your equipment is plugged in
  • Try turning everything off at the wall, waiting for a few minutes, and then turning it back on again.
  • Check your radio dish is still facing the right way
  • Check the AoNet status page for any network outages, if you’re able.

Going through these steps may or may not resolve the problem, but it will provide you (and us!) with useful information to help narrow down what the problem is.

The best thing you can do is get in touch with us by logging a support ticket via our customer portal, or ringing us on 0800 100 534.

Invoices that are 30 days overdue will result in an automatic suspension of internet access. Please arrange to make your payments on time each month – an automatic payment each month is a great way to avoid this.

If you are fully up to date with your payments, and your internet has been suspended, then contact us as soon as you can, if we haven’t already contacted you.

The government has recently introduced the 111 Contact Code to ensure that vulnerable customers who rely on their home phones for communication have a viable method to contact 111 emergency services during a power cut. 

Your AoNet internet connection and any associated VOIP services require an active electrical supply to function. This means that during a power cut you will be unable to use this service to contact 111 emergency services and will require an alternative means of communication. Please note that if you use a cordless phone, a medical alarm or other similar device then it is highly likely that these devices will also not function in a power cut if they do not have an in-built battery. 

If your home has mobile phone coverage then that will be your best option to contact 111 emergency services during a power cut. However if your home has limited mobile phone coverage then you might require a battery backup or other alternative to keep your router and phone running in a power cut. 

Under the 111 Contact Code vulnerable customers are entitled to an alternative means to contact 111 emergency services supplied to them by their VOIP provider at no cost to the customer. A vulnerable customer may be anyone at your premises that relies on a landline connection for medical, safety or disability reasons and does not have a means of contacting the 111 emergency service in the event of a power failure. 

Please note that AoNet can not terminate service to any customers who are considered vulnerable or suspect may become vulnerable in the future. 

Any customer can contact us directly if you have any questions or concerns about the information provided or if you have a complaint about this process. Any disputes regarding your rights and obligations under the 111 Contact Code may be referred to an industry dispute resolution scheme by the customer or the provider. An AoNet customer can also submit a complaint regarding the 111 Contact Code to AoNet directly or an industry resolution scheme on behalf of themselves or another person residing at the premises. A complaint can be made directly to the Commerce Commission but the primary method for making a complaint is to refer a dispute to an industry dispute resolution scheme. 

If you have any questions about our VOIP service please call us on 0800 100 534 or via email at [email protected].