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Find answers to common questions about mobile, broadband and other services.

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    FAQ’s

    • My BYO modem doesn't work, what can I do?
      If you're on our Open Term Plan, you can always purchase a 360Net modem from us for a one-off cost plus $14.95 postage and handling. The one-off cost will be based on the type of modem you choose. Please contact us to go through the modem options available.
    • 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 modem or router for 360Net service?
      Yes, you will need a modem or 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 Modem or Router from 360Net?
      Renting a modem 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 modem or 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 your modem or 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!
    • Do you offer business internet solutions?
      Yes, we provide customised internet solutions for businesses of all sizes. From small enterprises to large corporations, our business plans are designed to meet the unique requirements of your company. Contact us to discuss your business's specific needs.
    • 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 Prepaid Internet Service Over Postpaid?
      We get it; life's more exciting when it's prepaid! Here's why you should choose 360Net's prepaid internet service and how it adds a bit of zest to your online world: With a prepaid 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!

      Prepaid 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. Worried about overshooting your data cap? Not with prepaid! You have full control over your usage. It's like having a buffet where you decide the portions, and you're not left feeling stuffed or hungry.

      Plus, no more waiting for the dreaded bill at the end of the month. With prepaid, you're in charge of your destiny. It's like getting the sweet treat before you finish your meal. In a nutshell, prepaid is about peace of mind and the satisfaction of being in control. With 360Net's prepaid 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 and operated internet service provider. Our commitment to local ownership and operation 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.
    If you need a hand with any of our broadband products, fill in this form and we'll get back to you as soon as we can.

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    Our Customer Care team and Sales team is available from 8am to 7pm NZST, Monday - Friday except for public holiday.

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    096105800