Getting started is straightforward. Here's the process from sign-up to being online.

Step 1: Check Your Address

First we verify fibre is available at your address. Most Auckland homes have Chorus fibre access. Contact us or check via the Chorus website.

Step 2: Choose Your Plan

Pick a plan that suits your household — Starter for basic browsing, up to Ultra for high-speed multi-device homes. All plans include unlimited data.

Step 3: Book Installation

We book a Chorus installation at a time that suits you. A technician connects the fibre to your home (usually 1–2 hours). Standard installation is free.

Step 4: Connect Your Router

Once the fibre ONT (small white box on your wall) is connected, you plug in your router and you're online. OceanNET routers come pre-configured.

Typical Timeframe

• Standard installation: 5–10 working days
• Complex installs (heritage homes, underground cable): may take longer

Most "slow internet" issues are actually Wi-Fi issues, not your broadband. Test by plugging directly into your router with an ethernet cable.

Common Causes of Slow Wi-Fi

• Device is too far from the router — move closer or get a mesh extender
• Too many devices streaming at once
• Router needs a restart (unplug, wait 30 sec, plug back in)
• Interference from other nearby Wi-Fi networks

Test Your Speed

Visit speedtest.net or fast.com. Run it on a device plugged directly into your router for accuracy.

If speed is significantly below your plan even on a wired connection, call us on 09 833 3426 — we can run a remote diagnostic.

Step 1: Restart Your Equipment

1. Unplug your router from power
2. Wait 60 seconds
3. Plug it back in and wait 2–3 minutes to reconnect

Step 2: Check the ONT (Fibre Wall Box)

Look at the small white box where the fibre cable enters your home. It should have green lights. Red or no lights may indicate a fibre issue.

Step 3: Check for Area Outages

Outages sometimes affect whole areas due to maintenance or damage. Check the Chorus outage page or call us on 09 833 3426.

VOIP stands for Voice Over Internet Protocol. It means your phone calls travel over your internet connection instead of old copper telephone wires.

The Simple Explanation

Just as you might video-call a family member over the internet, VOIP lets you make regular voice calls the same way. You still use a normal telephone handset — it just connects differently (through your router).

What Equipment Do I Need?

• An active OceanNET fibre broadband plan
• A VOIP adapter (we provide this — plugs into your router)
• Your existing home telephone handset (no new phone needed)

What About 111 Emergency Calls?

VOIP phones can call 111 (Police, Fire, Ambulance). However, your location may not be automatically identified. Always clearly state your full address at the start of any 111 call.

Yes — in most cases you can keep your existing number. This is called "number porting."

How Number Porting Works

1. You request to keep your number when signing up
2. OceanNET submits the porting request to your current provider
3. During porting (3–5 business days) your old number continues working normally
4. On the cutover date, your number transfers to OceanNET VOIP

Cost

Number porting costs a one-off fee of $20. This is optional — a free new local NZ number is included with your plan.

OceanNET Business VOIP is built on the Yeastar P-Series — an enterprise-grade cloud phone system used by thousands of businesses worldwide.

What is the Yeastar P-Series?

It's a cloud-hosted PBX (Private Branch Exchange) — your entire phone system lives securely online, with no expensive hardware on-site. Always up to date, accessible from any device.

The Linkus App

Every user gets the Linkus UC app — available on mobile (iOS and Android), desktop (Windows/Mac), and web browser. Turn any device into a full business phone extension.

Key Features

• HD calls on desk phones, mobiles and computers
• Internal extension calling between staff (free)
• IVR auto-attendant ("Press 1 for Sales...")
• Call queues, ring groups and voicemail
• Call recording (on Flex and Max plans)

Microsoft 365 (formerly Office 365) is Microsoft's cloud subscription service — the tools most businesses use every day.

What's Included

• Office Apps: Word, Excel, PowerPoint, Outlook, OneNote — installed on your computer, tablet and phone
• Email: Professional email on your own domain (e.g. john@yourcompany.co.nz)
• Teams: Video meetings, chat and file collaboration
• OneDrive: 1TB cloud file storage per user
• SharePoint: Shared team file storage and intranet

Which Plan Do I Need?

• Business Basic (~$8.90/user/mo): Email and web apps — ideal for email-only users
• Business Standard (~$18.60/user/mo): Fully installed desktop Office apps — most popular
• Business Premium (~$37.50/user/mo): Standard plus advanced security and device management

All prices exclude GST, per user/month, annual commitment. Contact OceanNET for current NZD pricing.

We recommend using the Outlook app for the best experience.

iPhone (iOS)

1. Download Microsoft Outlook from the App Store (free)
2. Open Outlook and tap "Add Account"
3. Enter your work email (e.g. john@yourcompany.co.nz)
4. Enter your Microsoft 365 password
5. Follow the prompts — Outlook configures everything automatically

Android

1. Download Microsoft Outlook from Google Play (free)
2. Follow the same steps as above

If You Get an Error

If you see "Can't connect to server," your Microsoft 365 admin may need to enable mobile device access. Contact OceanNET for help.

Microsoft Copilot is an AI assistant built into Microsoft 365. It helps write emails, summarise meetings, create documents, analyse data and much more.

What Copilot Can Do

• Outlook: Draft email replies, summarise long email threads
• Word: Write first drafts, rewrite paragraphs, summarise documents
• Excel: Analyse data, create formulas, spot trends
• Teams: Summarise meeting recordings, generate action items
• PowerPoint: Create presentation outlines from a prompt

How to Access Copilot

Look for the Copilot button (colourful sparkle icon) in your Office apps. If you don't see it, you may need a Microsoft 365 Copilot licence — contact OceanNET.

Restarting your router is the first thing to try for any internet issue. It's quick, safe, and fixes most problems.

How to Restart

1. Find the power cable at the back of your router
2. Unplug it from the wall socket
3. Wait at least 30 seconds — do not rush this step
4. Plug the power cable back in
5. Wait 2–3 minutes for the router to fully reconnect

What the Lights Mean

• Green/Blue lights: Everything working normally
• Red "Internet" or "WAN" light: Broadband connection issue — contact OceanNET
• Flashing lights: Normal — router is connecting
• No lights: Check power cable and wall socket

Your OceanNET Wi-Fi 6 router comes pre-configured for your connection.

Basic Setup

1. Connect the router to your ONT (fibre wall box) using the included ethernet cable into the WAN port (usually blue or labelled "Internet")
2. Plug in the power adapter and switch it on
3. Wait 2–3 minutes for the router to connect
4. Connect your devices to the Wi-Fi using the name and password on the label on the bottom of your router

Changing Your Wi-Fi Password

Open a browser and go to 192.168.1.1. The default username and password are on the router label. From there you can change your Wi-Fi name and password.

OceanNET bills all services monthly, in advance.

Payment Methods

• Direct Debit (automatic monthly payment from your bank account)
• Credit or Debit Card
• Internet Banking (manual payment using your invoice reference)

Invoice Delivery

Invoices are emailed to your billing email address at the start of each month. All invoices are also available in the OceanNET Client Portal at my.oceannet.nz.

GST

All OceanNET services are priced exclusive of GST. GST (15%) is added to your invoice and clearly itemised.

Family Connection (Residential)

Family Fibre plans are available on 12-month or 24-month contract terms. After your contract term, your plan continues month-to-month.

Cancellation: A minimum 30-day written notice is required. Early termination of a contract term may incur an early termination fee.

Business Plans

Business Fibre plans are on a 24-month contract. Business VOIP plans are month-to-month.

Cancellation: A minimum 30-day written notice is required after the contract term.

How to Cancel

• Email: connect@oceannet.nz
• Phone: 09 833 3426
• In writing to: OceanNET Limited, PO Box 163081, Post 1443, Auckland

1. Check Your Router Position and Cables

• Ensure your router is in a well-ventilated spot — overheating causes dropouts
• Check all cables are firmly plugged in — a slightly loose ethernet cable causes intermittent issues

2. Restart Everything

Restart both your router AND your ONT. Unplug both, wait 60 seconds, plug the ONT back in first, wait 1 minute, then plug in the router.

3. Wi-Fi Interference

If only Wi-Fi devices drop out (not wired devices), the issue is likely Wi-Fi interference. Try changing your router's Wi-Fi channel in the router settings.

4. Note Patterns

Note when dropouts happen — same time every day? When someone uses the microwave? This helps OceanNET diagnose the cause more quickly.

5. Contact OceanNET

If dropouts persist, call us on 09 833 3426. We can monitor your connection remotely and identify the cause.

Step 1: Check Your Internet

VOIP requires an active internet connection. If your internet is down, your phone will have no dial tone. Try loading a webpage to confirm.

Step 2: Check the VOIP Adapter

The VOIP adapter is a small device connected between your router and your phone. Check it has power (green power light) and is connected to your router.

Step 3: Restart the Adapter

1. Unplug the VOIP adapter from power
2. Wait 30 seconds
3. Plug it back in and wait 2 minutes

Step 4: Check the Phone Cable

Ensure the phone cable is firmly plugged into both your handset and the "Phone" port on the VOIP adapter.

Still no dial tone? Call OceanNET on 09 833 3426 (from your mobile) and we will run a remote diagnostic.

Both use the Chorus fibre network but differ in important ways:

Key Differences

• Private IP Address: Business plans include a private IP — important for VPNs and business systems
• Naked Fibre: Business fibre is data-only with no voice line included, typically giving better performance
• Support Priority: Business customers get 24/7 priority support with faster response times
• Contract Term: Business fibre is 24-month; residential is 12 or 24-month
• Symmetrical Speeds: Business plans offer equal upload and download speeds — important for cloud apps, video calls and off-site backups

OceanNET Managed IT is a complete, outsourced IT function for your business — everything from day-to-day support to strategic planning — for a fixed monthly fee.

What is Included

• 24/7 remote monitoring of all computers, servers and network devices
• Business-hours helpdesk with a 15-minute response target for critical issues
• Automated patch management (keeping software and security up to date)
• Full documentation of your IT environment
• Quarterly business technology reviews
• Vendor management on your behalf
• Staff onboarding and offboarding

How Pricing Works

Managed IT is priced as a flat monthly fee based on the number of users and devices. Contact OceanNET for a tailored quote.

Plume HomePass is a family internet safety service that works at the network level — protecting every device in your home automatically.

How It Works

Unlike device-level parental controls (which can be bypassed), Plume HomePass works inside your router. Rules apply to every device on your Wi-Fi — phones, tablets, smart TVs and gaming consoles — automatically.

What You Can Do

• Content Filtering: Block adult or inappropriate websites for the whole family or specific users
• Screen Time Limits: Set daily time limits and bedtime curfews per child
• Device Pausing: Instantly pause internet for a specific device or person
• Individual Profiles: Each family member gets their own rules
• Security Protection: Blocks malicious and phishing websites for everyone

Managed from Your Phone

Everything is controlled through the Plume HomePass app on your smartphone. Changes take effect instantly.