We appreciate your patience during this difficult time. As we work to ensure we get you connected as soon as possible, we wanted to clarify a few points concerning installations and activations.
No Existing Broadband
If you cannot get access to a copper connection (ADSL or VDSL) and require fibre to be installed, please let us know on sign up. We may be able to prioritise your fibre install. Updates will be provided over SMS.
If you already have fibre installed inside your property, this means we can remotely activate your services. In most cases, we can get you connected within 3-5 business days. If there are any delays we will notify you via SMS.
New Fibre Install
If you have access to VDSL at your location but also need fibre installed, we will endeavour to provide you a VDSL service at your property first. Your fibre install is likely to be delayed until after the Alert Level is downgraded.
In some situations, we may be able to prioritise your fibre installation based on criteria from our local install provider.
If Fibre is unavailable at your property, VDSL can be provided if available. In most cases VDSL can be activated remotely within 3-5 business days. If a technician visit is required, delays can be expected, we will notify you via SMS.
Orders placed before the 30th of March
Some orders placed before the 30th of March have been affected. Please note that if your order was delayed, you would have already been notified.
As the situation develops, we will be updating this page where necessary. We appreciate your patience while we work to get you connected, and apologise for any delays that may occur.
As the country moves to Alert Level 4, there have been a number of important changes to the way orders will be handled by our installation partners for all Broadband Providers across New Zealand.
Onsite Installation / Activations
Orders that require a technician to visit and were already scheduled to be installed between the 26th of March and the 4th of May will no longer be installed over this period. The installation will be rescheduled for the next available date, as provided by our install partner.
If your order has been rescheduled you will be sent an email and SMS confirming the new installation date. This does not apply to Remote Activations (See below)
Please note that due to the current nature of the COVID-19 situation, there may be further delays outside of MyRepublic’s control, please refer to this page for regular updates.
Customers that already have a fibre connection in their property can be remotely activated (in most cases). Remote activations that are currently scheduled remain unaffected. If the situation changes, you will be notified by email and/or SMS.
Customers who have a VDSL order are likely to be unaffected for the time being, as the majority of orders can be done remotely. If a technician visit is required, health and safety processes will be implemented.
NZ Post have provided an update on their website advising of potential delays. We will continue to work through the situation as it develops. We will continue to send routers to customers who are able to be connected remotely.
We understand the need for internet services during this time, and we will be working with our install partners to ensure that we can get our customers connected as soon as possible, within the limitations of Alert Level 4. The safety and wellbeing of both our install partner technicians and our customers remain top priority.
This page will be updated in the coming days as the situation develops.
In these unprecedented times, we wanted to reach out and let you know that we’re working hard to keep your internet service running as smoothly as possible in the coming weeks.
The spread of COVID-19 has forced us to rethink how we interact within the community and begin key practices like social distancing to help slow the spread of the virus.
Getting connected safely
We will be asking questions to our customers before we send a technician out, either for an installation or a fault. This is a pre-check to ensure the well being of our install partner technicians.
Further questions may be asked prior to a site visit. It is likely that the following questions will be asked.
Have you or anyone else in the household:
- Returned from an overseas trip in the last 14 days, or
- Are self isolating, or
- Been in close contact with someone who has been diagnosed with COVID-19, or
- Is unwell with flu-like symptoms
Finally, there have been recent changes to the way NZ Post handles deliveries. As we use NZ Post / Courier Post for our router deliveries, it’s important to be across these changes if you are expecting a delivery from MyRepublic. You can find more information on their website here.