Support & Network status

All services, whether wired, or wireless are not immune to unforeseen disruption caused by weather, power supply events, or other factors outside our control.

Network Status

Everything is currently working smoothly.  
We have no reported issues on our network at the moment.

We're here to help. If you experience any issues, you can contact us on 0800 999 589 or view troubleshooting suggestions below.

Recently Resolved issues

Golden Bay Service Disruption
Resolved
Updated: 8/02/24 3:01pm
Area: Golden Bay
Site: Pakawau Peak

All connections with Kiwiwifi are currently offline in Golden Bay. Major Fault at Pakawau Peak. Team is currently accessing the outage and will be onsite tomorrow morning to restore internet service. We apologize for the inconvenience. Repair in progress to be resolved@11:30am 08/02/2024

Faulty Coax cable found

 

Getting support during business hours (9am - 5:30pm)

Phone support is available between the hours of 9am and 5:30pm

Toll Free: 0800 999 589

After hours

Outside these hours please leave us a message, or Email to: team@kiwiwifi.nz

Send support request

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Common support questions

Please ensure all power and data cables are firmly plugged into your Kiwiwifi supplied devices, and antenna tightly screwed on where appropriate. Also power cycle your equipment by switching off at the wall or removing power for 30 seconds.
Most devices have a switch, hotkey or menu setting to enable or disable Wi-Fi. Please ensure this is enabled or turned on. Also check your Wi-Fi router is turned on, this may also need to be turned off then turned back on.
A lot of things can affect your connection speed while using Wi-Fi including: how far away you are from the main location of the signal; the direction of the modem; building layout and walls and other things between your device and modem; the number of wireless devices using the same hotspot.
Just give us a call to check you’re the address of your new property to see if it is in the coverage area.
Yes, absolutely please just call us to arrange.
If you exceed your data cap, you will have the option to top up your data.
Low (0.3 GB per hour)

Medium (SD: 0.7 GB per hour)

High (Best video quality – up to 3 GB per hour for HD and 7 GB per hour for Ultra HD)

Auto (Adjusts automatically to deliver the highest possible quality – based on your current Internet connection speed)

To select a setting that works best for your Internet plan – navigate to the Your Account page and select Playback settings in the Your Profile section. It can take up to 8 hours for these changes to take effect. Restricting data usage may effect video quality while watching Netflix.

VOIP setup instructions

Telephone mailbox access

From your VoIP Phone, dial *55 which will take you straight to your voicemail inbox.
If you have voice mail it will let you know and inform you which numbers to press to hear your messages and how to manage them.

Recording your VM greeting

1. Dial *55: Dial from the phone you wish to record your prompts on and select '0' for mailbox options from the menu and then option 1 to record a greeting.
2. Dial *50 To listen to your recorded message.

Feature Keys after listening to a message.

4 – previous message
5 – Repeat
6 – Play next message
7 – Delete
8 – Forward
9 – SAVE