THINGS YOU SHOULD KNOW

Important Information About Your HyperSpeed Services

These key points summarise the most important aspects of your HyperSpeed services. They are written clearly for customers but do not replace the full Terms & Conditions.

1. Broadband speeds, plan names and performance

The speeds listed on our plans (100/20, 500/100, Max/500, Hyperfibre 2000/2000, Hyperfibre 4000/4000) represent maximum potential speeds of the access connection.

Actual speeds vary depending on:

• Wi-Fi quality and router capability

• Number of devices and in-home congestion

• Internal wiring

• Network congestion

• Website or service limitations

• External factors beyond our control

About “Max/500”

“Max” refers specifically to the maximum speed available on a standard 1 Gbps fibre port.
This means:

• It is provisioned up to 1 Gbps download and 500 Mbps upload.

• Real-world performance is typically 800–950 Mbps down and 400–500 Mbps up.

• “Max” does not apply to Hyperfibre services, which have dedicated naming (2000/2000, 4000/4000).

This clarification is required for transparency and compliance with NZ broadband marketing guidelines.

2. Cancelling your service

Month-to-month plans

• Cancelling within your first month incurs a $50 termination fee.

• Cancelling after the first month incurs no early termination fees.

Fixed-term plans (12 or 24 months)

• Fixed-term contracts may be 12 months or 24 months, depending on what you selected at sign-up.

• Your monthly price stays fixed for the entire chosen term.

• Cancelling before your contract end date may incur early termination or cost-recovery fees, which will be disclosed during sign-up.

3. Identity verification

To protect against fraud and to ensure you are authorised to order services at a property, we may require identity verification, especially when:

• signing up for multiple properties

• applying for credit

• unusual or inconsistent activity occurs

• confirming authority to order service at the address

Verification may include a driver licence, passport or proof of address.
Information is stored securely under our Privacy Policy.

4. 111 emergency calling limitations (VoIP)

If you use a VoIP home phone, it relies on power and your broadband connection.
During a power cut or broadband outage:

• your phone may not work

• you may not be able to call 111

If someone in your home needs constant access to emergency calling, you may apply to be a Vulnerable Consumer under the 111 Contact Code.
If approved, we will provide a suitable solution at no cost.

5. Installation and property access

Service installation may require access to your property.
Additional charges may apply for:

• long driveway runs

• complex access

• internal wiring

• non-standard installation work

We will notify you before any chargeable work begins.

6. Equipment requirements

You may use your own router, provided it meets NZ technical standards.
You are responsible for equipment you supply.

If your equipment causes service issues, technician charges may apply.

Hardware supplied by HyperSpeed is your responsibility while on your premises.

7. Service interruptions

Interruptions can occur due to:

• wholesale network outages

• maintenance

• power failures

• unexpected technical issues

If an interruption is caused by HyperSpeed’s network and lasts more than 24 hours, a service credit will apply.

Wholesale network outages may not qualify, but we will assist in resolution.

8. Responsible and lawful use

You must not use services to:

• break the law

• harass, defame or harm others

• send spam

• interfere with networks

• access systems without authority

• distribute malware

Services may be suspended or terminated for misuse.

Unlimited plans remain subject to fair use.

9. Network logging and monitoring

To operate our network, we collect technical information such as:

• IP address assignments

• connection times

• usage volumes

• session logs

• routing and diagnostics

We do not inspect or store the content of your communications unless legally required.

We may be legally required to retain or disclose technical data.

10. Billing and payments

Key billing information:

• invoices are emailed

• payment is due by the invoice due date

• late payments may incur charges or suspensions

• disputes must be raised within three business days

• reconnection fees may apply after suspension

Payment options include bank transfer, automatic payments and approved card payments.

11. Moving house

If you move, you must arrange disconnection or transfer.
If you do not, you remain responsible for charges and usage at the previous address.

12. Multiple property services

You may order services for more than one property.
Identity verification or proof of authority may be required.
Activation may be delayed if verification is not provided.

13. Privacy

HyperSpeed uses your information only for:

• providing services

• managing your account

• preventing fraud

• meeting legal obligations

We do not sell personal information.
Full details are in our Privacy Policy.

14. Support expectations

When contacting support, please be near your device.
Extended calls or issues caused by customer equipment may incur charges.

We support current mainstream operating systems and devices.

15. Complaints and dispute resolution

If you have a concern:

1. Contact HyperSpeed first.

2. If you are a residential or small-business customer and we cannot resolve the matter, you may be able to use Telecommunications Dispute Resolution (TDR), a free independent service.

16. Contact details

HyperSpeed ISP Ltd
Email: admin@hyperspeed.co.nz
Phone: 0508 497 377
Website: www.hyperspeed.co.nz