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

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

How can we help?
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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

First Time Setup

The first time you access Voicemail from your phone, you’ll be guided through the first-time setup of your Greeting and Password (PIN).

  • From your VoIP Phone, dial *97 (and listen to the prompts)
  • Enter your mailbox number and the default mailbox password, pressing # after each entry
  • Follow the prompts to enter and re-enter your new password, pressing # after each entry

Note: Both your mailbox number and default password will be sent to you.

You will be prompted to record your new greeting > press any number when finished speaking > you will then have the following options:

  • Press 1 to save once completed
  • Press 2 to listen to your new recording
  • Press 3 to rerecord and try again

Congratulations – your mailbox is now setup and ready for use.

Check Voicemail via your phone

From your VoIP Phone, dial *97 > enter your mailbox number and password:

  • Press 1 to listen to new messages
  • To save a Message, press 1
  • To replay a Message, press 2
  • To delete a Message, press 7
  •  To return to the main menu, press 0
  • Press 2 to listen to saved messages

Make changes to your Voicemail Settings later

After the initial Voicemail setup, you have the option to make changes to settings when required.

  • From your VoIP Phone, dial *97 > enter your mailbox number and password
  • Press 5 to access settings > and choose from the following options:
  • Press 1 to record your name
  • Press 2 to change your greeting
  • Press 3 to change your password