Help Centre

About Us

Welcome to 360Net, your gateway to high-speed, reliable internet connectivity in the heart of New Zealand! At 360Net, we're not just your run-of-the-mill internet service provider; we're your tech-savvy companions on your digital journey. Here's a comprehensive look at who we are and what we stand for:

Get360

What Is HyperNet?

HyperNet is the next generation of ultra-fast broadband, offering significantly higher speeds and better performance compared to standard fibre. It provides enhanced download and upload speeds, low latency, and improved reliability, making it ideal for households and businesses with high data demands.
Where is HyperNet available?

HyperNet is not available everywhere. You can check the availability in your area by entering your address in our address search tool on the 360Net website.
What is Wi-Fi 7?

Wi-Fi 7 is the latest wireless networking technology that offers faster speeds, lower latency, and better performance compared to previous Wi-Fi standards. It supports the 6GHz band, providing more bandwidth and reducing interference from other devices.
What are the benefits of Wi-Fi 7?

✔ Higher speeds: Up to 4x faster than Wi-Fi 6..
✔ Lower latency: Improved real-time performance for gaming and video calls.
✔ Better coverage: Enhanced range and signal strength for larger homes and offices.
✔ Supports more devices: Handles multiple connected devices without compromising on speed or performance.
What equipment do I need to get the best speed with HyperNet?

To get the best performance from your HyperNet connection, we recommend the following equipment:
✔ Wi-Fi 7 compatible router: To fully leverage HyperNet’s speeds, you'll need a router that supports Wi-Fi 7. This will ensure you get the most out of your Hyperfibre connection.
✔ Ethernet cable: For a more stable and faster connection, especially for high-demand activities like gaming or streaming, we recommend connecting directly to your router with an Ethernet cable.
✔ Router rental options:If you don’t have a Wi-Fi 7 router, 360Net offers rental options for Wi-Fi 7 routers to ensure you get the best performance.
If you prefer to use your own router, please ensure it supports Wi-Fi 7 for the best speed and performance. Our support team can help you verify compatibility if you're unsure.
Can I use my own router?

Yes, you can use your own router, as long as it is compatible with HyperNet’s connection and supports Wi-Fi 7 for optimal performance. However, to ensure you get the best speeds and service, we recommend using a Wi-Fi 7 compatible router. If you're unsure whether your router is compatible, feel free to reach out to our support team for assistance.
What HyperNet plans does 360Net offers?

360Net offers the following HyperNet plans: :
✔ HyperNet 2000/2000: $104.99 per month
✔ HyperNet 4000/4000: $144.99 per month
What is the average speed I can expect with HyperNet?

The average download and upload speeds for HyperNet are as follows:
✔ HyperNet 2000/2000: 2000 Mbps download and 2000 Mbps upload
✔ HyperNet 4000/4000: 4000 Mbps download and 4000 Mbps upload
Actual speeds may vary based on network conditions and other factors.
I’m not getting the HyperNet speed I was promised. What should I do?

If you’re not experiencing the promised speeds, please check the following:
✔ Router compatibility: Ensure your router supports Wi-Fi 7 for maximum performance. If you're using an older router, we recommend upgrading to a Wi-Fi 7 compatible model.
✔ Connection type: For the fastest speeds, we recommend using a wired Ethernet connection, especially for activities like gaming or large file downloads.
✔ Proximity to router: If you're using Wi-Fi, make sure you're within range of the router and that there are no obstructions or interference, such as thick walls or other electronic devices.
✔ Network congestion: If multiple devices are connected to your network, it could impact your speed. Try disconnecting some devices to see if the speed improves. If you’ve checked these factors and are still experiencing slow speeds, please contact our Technical Support Team so we can troubleshoot and resolve the issue.
What should I do if I experience slow speeds during peak hours?

During peak hours, you may experience slower speeds due to increased demand. If the slow speeds persist, contact customer support so we can investigate and address any ongoing issues.
What do I do if my service is interrupted or goes down?

If your service is interrupted, first check your equipment and internet connection. If the issue persists, please contact our customer support team to report the problem, and we will assist you in resolving it as quickly as possible.
Is HyperNet secure for online activities?

Yes! HyperNet provides a secure connection for all your online activities. We also recommend using a firewall and up-to-date antivirus software for added protection.
How can I check my internet speed?

You can check your current internet speed using various speed test tools available online (such as Speedtest.net). For the most accurate results, make sure you're connected directly via Ethernet cable or in close proximity to your Wi-Fi router.
What is the time frame for setting up my HyperNet connection?

The installation of your HyperNet connection typically takes between 4 to 5 weeks. While waiting for your HyperNet Box to be installed, we can offer an interim connection with speeds of 900/500 Mbps, provided a fibre box is available. For more details or to arrange an interim connection, please contact our customer support team.
Will I experience downtime during the installation of HyperNet?

There might be a brief period of downtime during installation as we set up the connection, but we strive to minimize this and will inform you in advance.
Do you have any specials?

To check out the latest offers and promotions, please contact our sales team at 0800360NET, via email at sales@360net.co.nz, or you can also use our live chat feature on our website.
Are there any additional fees?

There are no standard connection fees for HyperNet plans. However, there may be additional fees for router rental, router postage delivery, and early termination. Please refer to our terms and conditions for more details.
What is the contract term for HyperNet plans?

All HyperNet plans require a minimum of a 12-month contract.
Is there an exit fee if I cancel my plan early?

Yes, an exit fee of $249 applies if you cancel your HyperNet plan before the end of the 12-month contract period.
When should I cancel with my current provider?

You need to cancel your current internet service before switching to HyperNet. Please contact your current provider directly to cancel your service and ensure billing and service are stopped. We do not have the authority to cancel your service on your behalf.
How Do I Set Up My HyperNet Connection?

Our installation team will assist you in setting up your HyperNet connection. You will also receive a setup guide to help connect your devices to the network. For the best experience, we recommend using the rental routers provided by 360Net.

My BYO router doesn't work, what can I do?

HyperNet is the next generation of ultra-fast broadband, offering significantly higher speeds and better performance compared to standard fibre. It provides enhanced download and upload speeds, low latency, and improved reliability, making it ideal for households and businesses with high data demands.
What is Fiber Optic Internet, and why is it better?

Fiber optic internet is a type of internet connection that uses thin strands of glass or plastic to transmit data via light signals. It offers significant advantages over traditional copper-based connections, including faster speeds, higher reliability, and lower latency. Fiber optics enable us to provide you with lightning-fast, seamless internet experiences.
What internet plans does 360Net offer?

360Net offers a range of internet plans to meet the diverse needs of our customers. Our plans vary in speed, price, and features, catering to casual users, gamers, home-based professionals, and businesses. Explore our website for detailed plan information or contact us for personalised assistance in choosing the right plan for you.
How do I check if 360Net is available in my area?

You can quickly check the availability of 360Net's services in your area by visiting our website and using our online availability checker. Simply enter your address, and we'll let you know if we can connect you to our high-speed network.
Do I need a router for 360Net service?

Yes, you will need a router to use 360Net's services. You can either buy one from us or use your own compatible equipment. Our customer support team can provide you with a list of recommended devices if needed.
Why Should You Buy Your Router from 360Net?

Renting a router is like having a never-ending subscription to yesterday's technology, and who wants that when you can own tomorrow's gear today? By buying your router from us, you get the latest and greatest in connectivity technology right at your fingertips. Plus, it's like owning a magic wand for your internet experience. You can customise your setup, personalise your network, and wave goodbye to rental fees forever. Your internet, your way. And the best part? You won't be tethered to someone else's modem, literally or figuratively. It's all about freedom, speed, and control, and that's what we're here to deliver. So, take the plunge, invest in your digital future, and embrace the quirkiest side of tech ownership. Buy your modem or router from 360Net and be the master of your own digital destiny.
How long does the connection take?

If you already have a Fibre Box (ONT) installed, we'll schedule the transfer of your connection for the requested go-live date. Smooth and hassle-free, just the way you like it. But if you don't have a Fibre Box (ONT) in place, no worries! We'll take care of that for you. We'll send a request to the Local Fibre Company (LFC), such as Chorus, Enable, and others, to get that essential Fibre Box installed. Just keep in mind that the standard installation process can take anywhere from 3 to 5 weeks. Patience is a virtue, and we promise it's worth the wait for blazing-fast internet!
How can I pay my 360Net bill?

We offer multiple payment methods,you can choose the payment method that's most convenient for you. Please contact our customer care team if you are unable to find the pay now button on our website.
What happens if I experience technical issues or need support?

Our dedicated customer support team is available to assist you. You can reach us through phone, email, or our online chat. We're here to address technical issues, answer your questions, and provide the support you need.
Do you provide tech support on all modems?

If you've purchased router from 360Net, we've got your back! Our dedicated technical support team is ready to assist you with any questions or issues you may encounter. We're here to ensure your internet experience is smooth and hassle-free.
However, please note that we do not provide technical support for modems or routers that customers bring on their own (BYOD). So, if you've chosen to bring your own equipment, you'll be the tech whiz in charge. It's all about keeping things simple and clear.
Rest assured, if you've got our gear, you've got our support. And if you're rocking your own equipment, you're the captain of your tech ship!
How can I upgrade or change my internet plan with 360Net?

If you wish to upgrade or change your plan, simply contact our customer support team. We'll assist you in selecting the plan that best suits your needs and guide you through the process of making the switch.
Why Choose 360Net's Pay Monthly Upfront Internet Service Over Pay Monthly?

We get it; life's more exciting when it's 'Pay Upfront Monthly'! Here's why you should choose 360Net's 'Pay Upfront Monthly' internet service and how it adds a bit of zest to your online world: With a 'Pay Upfront Monthly' connection, there are no surprises at the end of the month. You pay upfront, and you know exactly what you're getting. No hidden fees, no unexpected charges, just complete transparency. It's like knowing the plot twist before it happens – only without the drama! 'Pay Upfront Monthly' internet is all about freedom and flexibility. You're not locked into a long-term contract, and you have the power to decide when and how you want to renew your plan. It's like having your own digital playground – you choose the games and the rules. In a nutshell, 'Pay Upfront Monthly' is about peace of mind and the satisfaction of being in control. With 360Net's 'Pay Upfront Monthly' internet service, it's all about embracing the quirkiest side of digital freedom
Is 360Net a New Zealand owned and operated company?

Yes, we are proud to be a 100% New Zealand owned internet service provider. Our commitment to local ownership allows us to better understand and serve the unique needs of our communities.
360Net is committed to providing transparent and reliable internet services. If you have any additional questions or need further assistance, please feel free to get in touch with us. We're here to ensure your internet experience is exceptional.

What Is HyperNet?

HyperNet is the next generation of ultra-fast broadband, offering significantly higher speeds and better performance compared to standard fibre. It provides enhanced download and upload speeds, low latency, and improved reliability, making it ideal for households and businesses with high data demands.
What is Fiber Optic Internet, and why is it better?

✔ Ultra-fast speeds: Up to 4000 Mbps download and upload speeds.
✔ Low latency: Ideal for gaming, video conferencing, and other real-time applications.
✔ Unlimited data: No data caps, so you can use as much internet as you need.
✔ High-performance router: Ensures maximum speed and connectivity.
Where is HyperNet available?

HyperNet is not available everywhere. You can check the availability in your area by entering your address in our address search tool on the 360Net website.
What is Wi-Fi 7?

Wi-Fi 7 is the latest wireless networking technology that offers faster speeds, lower latency, and better performance compared to previous Wi-Fi standards. It supports the 6GHz band, providing more bandwidth and reducing interference from other devices.
What are the benefits of Wi-Fi 7?

✔ Higher speeds: Up to 4x faster than Wi-Fi 6. ✔ Lower latency: Improved real-time performance for gaming and video calls. ✔ Better coverage: Enhanced range and signal strength for larger homes and offices. ✔ Supports more devices: Handles multiple connected devices without compromising on speed or performance.
Do I Need A New Router For HyperNet?

Yes, to take full advantage of HyperNet, you will need a compatible router. 360Net offers rental options for Wi-Fi 7 routers to ensure you get the best performance from your HyperNet connection.
What HyperNet Plans Does 360Net Offer?

360Net offers the following HyperNet plans:
✔ Supersonic 2000/2000: $119.99 per month
✔ Lightning Wi-Fi 7 4000/4000: $139.99 per month
Do You Have Any Specials?

To check out the latest offers and promotions, please contact our sales team at 0800360NET, via email sales@360net.co.nz or you can also use our live chat feature on website.
Card Fee FAQs

Q1: Will my internet bill increase due to this fee?
No, your bill will only increase if you choose to pay by card. If you switch to Poli or direct bank transfer, you will not incur any additional fees.
Q2: I have an automatic payment set up. Will I be affected?
No, the 2% card fee does not apply to automatic payments. There will be no extra cost for payments made automatically.
Q3: What happens if I continue using my card?
Starting April 1, 2025, a 2% fee will be added to your total payment when paying by card. If you'd like to explore alternative payment methods, you can switch to Poli or direct bank transfer, which will not have this fee.
Q4: How do I check or update my payment method?
You can check or update your payment method by calling us at 0800 360 638 or emailing support@360net.co.nz. Our team will assist you with any changes or questions regarding your payment details.
Q5: Is there anything else I need to do?
If you prefer not to pay the 2% fee, you can choose to switch to an alternative payment method like Poli or direct bank transfer. There’s no action needed if you're comfortable continuing to use your card.
Are There Any Additional Fees?

There are no standard connection fees for HyperNet plans. However, there may be additional fees for router rental, router postage delivery, and early termination. Please refer to our terms and conditions for more details.
Can I Use My Own Router?

Yes, you can use your own router. However, some routers may not be compatible with HyperNet. We highly recommend using the rental routers provided by 360Net to ensure optimal performance and compatibility.
What Is The Contract Term For HyperNet Plans?

All HyperNet plans require a minimum 12-month contract.
Is There An Exit Fee If I Cancel My Plan Early?

The average download and upload speeds for HyperNet are as follows:
✔ Supersonic 2000/2000: 2000 Mbps download and 2000 Mbps upload
✔ Lightning Wi-Fi 7 4000/4000: 4000 Mbps download and 4000 Mbps upload
Actual speeds may vary based on network conditions and other factors.
What Type Of Activities Can I Do With HyperNet?

HyperNet is ideal for a wide range of activities, including:
✔ 8k video streaming
✔ Video conferencing
✔ Online gaming with low latency
✔ Handling multiple connected devices simultaneously
✔ Downloading and uploading large files quickly
How Do I Set Up My HyperNet Connection?

Our installation team will help set up your HyperNet connection. You will also receive a setup guide to assist with connecting your devices to the network. For the best experience, we recommend using the rental routers provided by 360Net.

My BYO router doesn't work, what can I do?

HyperNet is the next generation of ultra-fast broadband, offering significantly higher speeds and better performance compared to standard fibre. It provides enhanced download and upload speeds, low latency, and improved reliability, making it ideal for households and businesses with high data demands.
What is Fiber Optic Internet, and why is it better?

Fiber optic internet is a type of internet connection that uses thin strands of glass or plastic to transmit data via light signals. It offers significant advantages over traditional copper-based connections, including faster speeds, higher reliability, and lower latency. Fiber optics enable us to provide you with lightning-fast, seamless internet experiences.
What internet plans does 360Net offer?

360Net offers a range of internet plans to meet the diverse needs of our customers. Our plans vary in speed, price, and features, catering to casual users, gamers, home-based professionals, and businesses. Explore our website for detailed plan information or contact us for personalised assistance in choosing the right plan for you.
How do I check if 360Net is available in my area?

You can quickly check the availability of 360Net's services in your area by visiting our website and using our online availability checker. Simply enter your address, and we'll let you know if we can connect you to our high-speed network.
Do I need a router for 360Net service?

Yes, you will need a router to use 360Net's services. You can either buy one from us or use your own compatible equipment. Our customer support team can provide you with a list of recommended devices if needed.
Why Should You Buy Your Router from 360Net?

Renting a router is like having a never-ending subscription to yesterday's technology, and who wants that when you can own tomorrow's gear today? By buying your router from us, you get the latest and greatest in connectivity technology right at your fingertips. Plus, it's like owning a magic wand for your internet experience. You can customise your setup, personalise your network, and wave goodbye to rental fees forever. Your internet, your way. And the best part? You won't be tethered to someone else's modem, literally or figuratively. It's all about freedom, speed, and control, and that's what we're here to deliver. So, take the plunge, invest in your digital future, and embrace the quirkiest side of tech ownership. Buy your modem or router from 360Net and be the master of your own digital destiny.
How long does the connection take?

If you already have a Fibre Box (ONT) installed, we'll schedule the transfer of your connection for the requested go-live date. Smooth and hassle-free, just the way you like it. But if you don't have a Fibre Box (ONT) in place, no worries! We'll take care of that for you. We'll send a request to the Local Fibre Company (LFC), such as Chorus, Enable, and others, to get that essential Fibre Box installed. Just keep in mind that the standard installation process can take anywhere from 3 to 5 weeks. Patience is a virtue, and we promise it's worth the wait for blazing-fast internet!
How can I pay my 360Net bill?

Our dedicated customer support team is available to assist you. You can reach us through phone, email, or our online chat. We're here to address technical issues, answer your questions, and provide the support you need.
Do you provide tech support on all modems?

If you've purchased router from 360Net, we've got your back! Our dedicated technical support team is ready to assist you with any questions or issues you may encounter. We're here to ensure your internet experience is smooth and hassle-free. However, please note that we do not provide technical support for modems or routers that customers bring on their own (BYOD). So, if you've chosen to bring your own equipment, you'll be the tech whiz in charge. It's all about keeping things simple and clear. Rest assured, if you've got our gear, you've got our support. And if you're rocking your own equipment, you're the captain of your tech ship!
How can I upgrade or change my internet plan with 360Net?

If you wish to upgrade or change your plan, simply contact our customer support team. We'll assist you in selecting the plan that best suits your needs and guide you through the process of making the switch.
Why Choose 360Net's Pay Monthly Upfront Internet Service Over Pay Monthly?

We get it; life's more exciting when it's 'Pay Upfront Monthly'! Here's why you should choose 360Net's 'Pay Upfront Monthly' internet service and how it adds a bit of zest to your online world: With a 'Pay Upfront Monthly' connection, there are no surprises at the end of the month. You pay upfront, and you know exactly what you're getting. No hidden fees, no unexpected charges, just complete transparency. It's like knowing the plot twist before it happens – only without the drama! 'Pay Upfront Monthly' internet is all about freedom and flexibility. You're not locked into a long-term contract, and you have the power to decide when and how you want to renew your plan. It's like having your own digital playground – you choose the games and the rules. In a nutshell, 'Pay Upfront Monthly' is about peace of mind and the satisfaction of being in control. With 360Net's 'Pay Upfront Monthly' internet service, it's all about embracing the quirkiest side of digital freedom
Is 360Net a New Zealand owned and operated company?

Yes, we are proud to be a 100% New Zealand owned internet service provider. Our commitment to local ownership allows us to better understand and serve the unique needs of our communities. 360Net is committed to providing transparent and reliable internet services. If you have any additional questions or need further assistance, please feel free to get in touch with us. We're here to ensure your internet experience is exceptional.

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