Need help? Check out our FAQs or give Unifone a call today to talk about what we can do for you, whether it’s rural internet, home internet and phone plans or business internet solutions.
Do you have an internet plan with Unifone? Looking to set up your email? Unifone email servers require authentication with a username and password, i.e. your full email address and email password. Preferred options are below in bold.
You can check your Unifone email accounts, without a mail client, via webmail using the following URL: https://webmail.unifone.net.nz/
You will need to use your full email address and email password to log in.
If for whatever reason, you're still having trouble with your email, please get in touch with us.
Give Unifone a call today to talk about how we can help your home or business get connected.
Home Fibre Starter (HFS) is our new entry level UFB service priced at $59 for 50Mbps down, 10Mbps up with unlimited data. It's identical to our $79 50/10Mbps plan but some important differences.
Unlike most of our other UFB services you will need to supply your own router, suitable for use on the UFB network or purchase one from us. If you supply your own router you will need to be able to provide all the support for it yourself. Our assistance is limited to giving you the username and passwords you need to connect and assisting you if something goes wrong within Unifone's network or the UFB network.
We can sell you a router and it will be supplied to you ready for use. This is the best option for customers that aren't able to support their own router and connection as we will provide the same level for these our pre-configured routers as we do for any other router we supply.
There are some conditions associated with HFS that have been placed on Unifone and you as a HFS customer by the UFB network provider.
We have priced HFS at this low level because we are not supplying you with a free of charge router. The cost of supplying, configuring and supporting the router is included the monthly charge for most of our other plans.
We are only able to support routers we supply or sell to you and we don't support 3rd party equipment that you have supplied yourself.
If you think that you would find it difficult to support a router you have supplied yourself our advice is to opt to buy a router from Unifone or ask to be connected to our $79 50/10Mbps plan where we supply a router in the monthly charge.
If it's a router Unifone supplied then it is likely the router will work with some slight changes which we can advise on. The AirRouters we used to sell for use on our Wifi network will not be suitable but our newer range of Mikrotik, Fritz!Box and Netcomm routers will all work with HFS.
If it's a router from any other ISP we are unable to assist aside from giving you the PPPOE and VLAN details you need to connect. You may have seek help from an IT support company or do your own research.
The HFS pricing is targeted at getting customers connected to the UFB network. The provider has placed a number of conditions on who we can sell the service to. These include:
Yes you can. You can have it as a "Home" or "Away" option or both. There are no further discounts available though. The HFS rules, terms and conditions will apply to both properties.
You need to discuss that with whoever you buy the router from. Cheap is not likely to be best. You need to consider how much coverage you need within your home, aesthetics and ease of use. The router also needs to work with the NZ UFB network.
Unifone can sell you a basic router for $99 which will perform well in most situations. We sell a range of routers in addition to the basic sort and will take the time to discuss your needs before making our recommendations.
You should work through the following fault finding exercise.
You should work through the following fault finding exercise.
RBI2 targets rural end users who have access to terrestrial broadband services (fixed line or wireless) of less than 20 Mbps maximum speed in any region in New Zealand. Unifone has contracted with Crown Fibre Holdings to provide internet services to eligible end users in parts of Otago.
"The objective of the first phase of the RBI was to deliver faster broadband to priority users and communities outside of Ultra-Fast Broadband (UFB) areas.
Around 300,000 New Zealand households and businesses will have improved broadband thanks to RBI. Rural hospitals and integrated family centres are able to access peak speeds of 100Mbps under the RBI.
All New Zealand state and state-integrated schools are able to connect under UFB or RBI, or the Remote Schools Broadband Initiative. Before the project began in 2011, only one in five rural homes and businesses had access to peak broadband speeds of at least 5Mbps.
By June 2017, 90 per cent of those outside of UFB areas will have access to the original target of at least 5Mbps, and most are in fact operating speeds well in excess of this."
– Hon Amy Adams, Minister of Communications
RBI2 targets the users not covered by RBI1. Unifone has contracted with Crown Fibre Holdings to provide service to eligible end users in parts of Otago.
The government has set a higher standard for service under RBI2 than under RBI1. For instance, Unifone has to make all our wireless broadband plans available from all RBI2 funded repeaters as soon as they are brought into service. This includes our plans that run at 25Mb/s downstream and higher. This is not actually different to any other repeater network we build so customers in the most remote part of our network can access the same range of connection plans for the same price as a customer in Dunedin city.
Unifone’s RBI2 network will share the rest of our network’s ability to be multipurpose. We already have customers using our network for a variety of different applications other than conventional internet services such as inter-site linking and Wide area networks. Unifone has its own telephone exchange which customers on our RBI2 network will be able to utilise if they want to bring their phone connection to us. The phone service will utilise the same radio connection as the internet service.
Although there is no compulsion under our agreement with Crown Fibre Holdings to do so, our existing network is fully capable of providing “last mile” services to other internet providers. Our RBI2 network will be built in the same way. We already carry services for another Otago provider but we welcome contact from any regional or national provider who wants to negotiate access.
The eligible end users were identified by Crown Fibre holdings as those customers who couldn’t access broadband services (such as fixed wireless, fibre or DSL) at a speed of more than 20Mb/s. Unifone submitted a proposal to cover coastal and inland Otago end users by enhancing our existing network and extending it into areas we previously didn’t cover.
The service is delivered from a network of solar and mains powered radio repeaters. We will install a radio device on an exterior wall or the roof at the customer’s premises which will link to one of the repeaters. It is usual practice to cable this external radio to an internal wireless router to allow connection of the customers internet devices.
All internet plans on the RBI2 network and Unifone’s existing wireless network are uncapped. Yes, that means affordable, reliable, uncapped internet available to rural customers throughout Otago and Southland.
All Unifone’s wireless internet plans will be available on the RBI2 network. There is a speed available for just about every situation.
View our Personal WiFi plans here or View our Business WiFi plans here
Fill in a Service Enquiry form and someone will be in touch about Unifone internet plans or give Unifone a call on 0800 894 114
From $199 for Personal Plans, and from $249 for Business Plans
All broadband and landline telephone services, including the services sold by Unifone, share the need for continuous power to operate.
Most broadband customers use mains power to operate their internet and telephone equipment. This means if the mains power fails for any reason, the broadband and telephone services will not operate.
For most people, this is an inconvenience but for some people it is a significant risk to their personal wellbeing.
If you subscribe to the landline telephone service sold by Unifone there are some things we can do to help you stay connected if there is a risk to you not being able to reach 111 during a mains outage.
Depending on your circumstances, we may be able to provide an emergency service free of charge to you.
We’ve put together these Frequently Asked Questions to help you understand how your broadband and telephone services work. They explain how your phone service works, some things you need to know when things go wrong and how we can help if you need extra assistance because of health, safety, or disability issues you or a member of your household may have.
Unlike traditional phone services, broadband service in your home or business relies on power supplied at your address as well as power to your supplier’s network. In the event of a power failure at your address, your broadband service and any other service connected to it will usually stop working. This includes the landline telephone service sold by Unifone or landline telephone service sold by other providers that you may subscribe to and have connected to your Unifone broadband connection.
Unifone uses a technology called VOIP (or Voice Over Internet Protocol) which uses your internet connection to transmit and receive phone calls from your premises. In most cases, we’ll provide you with an electronic device that plugs into your internet connection and which your phone plugs into. This is called an ATA (or Analogue Telephone Adapter). As well as connecting to your internet and phone the ATA also needs to connect to a power source, in most cases a mains socket.
One downside of VOIP is that it is dependent on the internet service it connects to remaining online. Unifone’s Telephone Service shares this requirement. The most common reason that causes internet connections and VOIP to go offline is the failure of the mains power at a customer’s house. Other causes include equipment failure, network problems or physical damage to the equipment.
In the event of a mains failure, the following devices and services will not operate unless alternative means of powering them is provided:
If you are in any doubt about whether you have a mains power backup system you should assume you do not until you confirm this with us.
You can call 111 from any mobile phone with a SIM card that is in range of an operating mobile service. Your mobile service is supplied from mobile phone networks that are separate from Unifone’s phone and internet network. The mobile networks may still have mains power to run them even if your home does not. Your mobile must have a charged battery to be able to use your mobile service.
Unifone can also supply a backup power system that will run your internet and phone connections if the mains power fails. This is an additional service we normally charge for. We can also advise you or a third party and how to set this service up for yourself. Contact us for details.
Failure of the VOIP service for any reason including failure of mains power also means the loss of the ability to call 111 from that line.
Providers of phone services are now required to work with existing and new customers to identify who is particularly vulnerable or at risk of needing to call 111 and if necessary, provide emergency means of calling 111 in the event of a mains failure. The group of people specifically addressed by the new 111 requirements are known as “Vulnerable Consumers”.
The information is contained in a Commerce Commission industry code called the “111 Contact Code” and a link to the Code is in the reference section of these FAQs or Unifone can send you an electronic or paper copy.
Keep on reading these FAQs to find out how Unifone might be able to help you find out whether you qualify as a Vulnerable Consumer.
Your Unifone telephone service is provided to you over an internet connection, usually but not always supplied to you by Unifone. As mentioned in other FAQs, the connections rely on an operating mains power supply unless special arrangements have been made to power the connection if mains power is removed.
The Commerce Commission has instructed phone service providers to consult and formulate options for people who, through their personal circumstances are at particular risk of requiring the 111 service and do not have the means to do so in the event of a mains failure of up to eight hours. These options are available to this group of people free of charge once the correct signup process has been completed.
The code can be downloaded from the Commerce Commission here: https://comcom.govt.nz/regulated-industries/telecommunications/projects/commission-111-contact-code?target=documents&root=111201
You can contact Unifone and ask us to explain the code to you.
All consumers of telephone services in New Zealand need to be made aware of the code and the situation that can arise with calling 111 over a VOIP telephone service in the event of equipment or mains failure.
The Code also defines group of consumers known as “Vulnerable Consumers”.
A Vulnerable Consumer is someone who:
does not have a means for contacting the 111 emergency service that can be operated for the minimum eight hour period, in the event of a power failure. This is because you:
Unifone can guide you through the process to see if you qualify as a Vulnerable Consumer. There is a form you need to fill out and we can help you with that or you can nominate a support person to do it for you.
Your application must be verified by a health professional, a social worker, a police officer, a lawyer, or a family court judge. This person needs to be currently registered or certified to work in New Zealand and needs to be familiar with your case.
As long as we collect the information required to process the request, we can accept over the phone applications from you, a health professional, a social worker, a police officer, a lawyer, or a family court judge. We’ll fill out the form on your behalf and send you a copy to verify and for your records. Verbal requests must still be verified by a professional referrer or “nominated person”
You need to give us permission to talk with your nominated person and your information will be held at Unifone in a secure location and not shared with anyone else. You have the right to view and discuss the information we hold with us. If you want to do this, please call, or email us to arrange this.
This is a summary of your rights under the Code. We can discuss your rights with you and your support people at any time and a web link to the Code is at the end of this document in the references table.
The code makes provision for this. The Vulnerable Consumer in your household must normally reside at your premises and the service we provide for them is specific to them. There is no obligation on us to provide services within a premises for anyone who is not identified as a Vulnerable Consumer.
The process for someone other than the account holder to be registered as a Vulnerable Consumer is virtually identical to everything described in these FAQs.
7. The provider or professional referrer must, by virtue of their occupation, be competent to give an opinion on your status.
The code requires us to provide a solution suitable for use by the Vulnerable Consumer. We will need to discuss with you, your support people and your provider who is attesting to your status which solution will work for you.
When you sign up for the Vulnerable Consumer status you need to identify if you are applying for permanent or temporary status. We will contact you annually to enquire whether this status has changed. We can revoke your status if:
In the first instance you can contact a member of the Unifone management team to register a complaint. We will try and work through the issue with you and arrive at a solution. If we can’t agree you have the right to refer the dispute to the Telecommunications Disputes Resolution Service or the Commerce Commission. Links to their websites and contact info are in the reference section below.
Under the code the obligation to provide a solution to Vulnerable Consumers rests with the retailer providing the phone service. If you disconnect either your phone or internet from Unifone and engage another provider, Unifone will recover the equipment provided to you and you will need to go through the signup process with your new provider.
Unifone is not obliged to provide an emergency calling solution if you do not use our phone service.
Please note that Unifone’s telephone services are only bundled with Unifone broadband. They are not sold separately.
Commerce Commission New Zealand Te Komihana Tauhokohoko: https://comcom.govt.nz/
Privacy Commissioner Te Mana Matapono Matatapu: https://www.privacy.org.nz/
Telecommunications Dispute Resolution: https://www.tdr.org.nz/
Unifone New Zealand Ltd: https://unifone.net.nz/
Commission 111 Contact Code:
How Unifone operates at Alert Level 2:
When at Level 2, as we have in the past, we are temporarily changing the way we work.
The safety of you, your household and our team members is paramount. We will be asking you before dispatching a field technician whether you or anyone in the house have been in contact with anyone returned from a Covid-19 area or from overseas in the last two weeks. If these questions are not answered we will not send a technician to your address.
If the answer is yes then a Unifone manager will be in touch to discuss your situation before we dispatch a technician.
Our offices in Dunedin and Balclutha will be operating with a strict 2-metre distancing policy. We suggest you contact us by phone or email rather than coming in and pay your invoice online rather than use our EFTPOS machines in the offices.
Most of our UFB plans come with a WiFi capable router, suitable for the speed the connection runs at. In some cases customers may need to supply their own router or change the configuration in their router.
The setup details required for operation on a Unifone UFB connection are:
Our routers are usually preconfigured with WiFi details before dispatch. Call us if you want to change them and are not comfortable doing that yourself.
Yes, but our help is limited to:
It depends on your IT skill level and bear in mind most Unifone UFB plans come with free routers. The routers we do sell are excellent value for money.
A router from us is able to be fully supported by our team and is proven to be completely compliant with the UFB service and the Unifone network.
A router you buy from another retailer such as a electronics retailer is likely to be compliant and may also have very general instructions on how to get online. If you have issues getting a router you've bought from someone else online your first go-to place if you have issues is that retailer, your second go to place is your IT support company.
Unifone is unable to help you reuse a router you have previously used from another provider. This is due to the huge number of routers in the market, all with different ways of doing the same thing and many are locked to the provider that supplied them. There may be online resources available that can assist you but reusing a router from another provider can be a difficult process, even for someone with a high level of IT skill.