NZ Broadband Providers support customers during Lockdown 2.0

Broadband providers supporting working from home
Monday, August 17, 2020

There is a sense of “same but different” this week as the country heads into Lockdown Level 2 and Auckland headed into Lockdown Level 3. With the restrictions due to last at least 2 weeks, Broadband Providers have announced the measures they are taking to support their customers during lockdown restriction.

So far during Lockdown 2.0 retail telcos and network provider Chorus reported increases in traffic, but not nearly as hight as Lockdown 1.0 peaks.  

Internet traffic was at it’s highest in Auckland, due to the “Zoom effect” of those working at home holding online meetings and school children attending lessons in virtual classrooms.

According to Chorus Auckland internet traffic on Wednesday was 67 per cent higher than it was on Monday. Chorus said the rise in internet traffic in the rest of New Zealand was 7 percent higher.

Chorus Covid-19 update for Lockdown 2.0

As internet is an essential service, Chorus is continuing to carry out fibre installations and network repairs in Auckland during lockdown alert level 3. The same applies to the rest of New Zealand where our network is available, during alert level 2. Additional safety measures are in place to protect both the health of property owners and our technicians.

Learn more here.

Spark responds to Lockdown 2.0


Spark announced that they are wiping data caps from Monday 17 August. This will apply for both residential and small business customers until Auckland moves out of level 3.

Those are experiencing financial hardship, who are at risk of losing their broadband connection can apply for relief from Spark. Spark’s Hardship Policy provides several options to help keep customers connected including restricting services to avoid extra charges, implementing a short-term payment extension or applying for an Extended Credit Arrangement over a longer period to keep monthly payments lower and more manageable.

When asked about keeping customers connected during periods of increased demand for broadband Spark CEO Jolie Hodson said: "We know our customers need to stay connected during lockdown and we will lean in and do our part to make that happen as Auckland moves into an additional 12 days at Alert Level 3."

Spark will monitor network traffic to ensure fair use and optimal experience for all customers, but there may be congestion during peak periods.

Keep up-to-date on announcements from Spark here

2degree responds to Lockdown 2.0


2degrees announced that they are wiping data caps from Monday.

This will apply for both residential and small business customers until Auckland moves out of level 3.

2degree has not charged late payment fees since March, and will not do so again until at least the end of September.

Keep up-to-date on announcements from Spark here

Orcon and Slingshot respond to Lockdown 2.0

Orcon           Slingshot

Orcon and Slingshot are both owned by Vocus. Customers on their data cap plans have continued to have unlimited data since the first lockdown, their Covid financial hardship process is still in place and they continue to support the Ministry of Education.

Speaking to the NZ Herald, Consumer GM Taryn Hamilton said, "Some customers that signed up since we returned to level 1 did have caps, but we have removed these nationwide, at least until the end of the year."

Keep up-to-date on announcements from Orcon here.

Keep up-to-date on announcements from Slingshot here.

Vodafone responds to Lockdown 2.0


Speaking to the NZ Herald, a spokeswoman for Vodafone said, "We have been helping New Zealanders stay connected throughout Covid-19. Keeping customers connected is always our key priority and will continue to be throughout this new heightened alert period.

"We have established Covid-19 measures in place and we are always looking at additional ways to help customers – but if anyone is reaching their data limits or is in financial hardship, they should get in touch with us in the first instance so we can work through the best option with them."

Keep up-to-date on announcements from Vodafone here

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