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CUSTOMER INFORMATION
Clear terms, without the fine-print maze.
These terms explain the main conditions for Lightspeed residential internet and home phone services. Your service order confirms the address, selected plan, installation work and any additional charges before you commit.
Residential plan summary
| Plan | Plan speed | Monthly price | Key conditions |
|---|---|---|---|
| Fibre500 | 500 Mbps download / 100 Mbps upload | $99 +GST ($113.85 including GST) | Subject to Chorus availability |
| FibreMax | 920 Mbps download / 450 Mbps upload | $125 +GST ($143.75 including GST) | Subject to Chorus availability |
| HyperFibre | From 2000 Mbps download / 2000 Mbps upload | From $155 +GST ($178.25 including GST) | Availability and suitable equipment required |
| Fixed Wireless | From 50 Mbps up and down | From $100 +GST ($115 including GST) | Clear line of sight and site assessment required |
| Home phone add-on | VoIP calling over your internet connection | $25 +GST ($28.75 including GST) | May not work in a power or internet outage; see vulnerable customer information |
Speeds describe the plan tier, not a guaranteed speed at every moment. Actual performance can vary with the connection, equipment, Wi-Fi, network demand and destination. We will tell you what service is available at your address before connecting it.
Starting your service
Submitting an enquiry does not commit you to a service. We confirm availability, the selected plan, installation requirements, expected timing, any minimum term and all one-off or recurring charges in writing before accepting an order. Fibre installation timing is controlled by Chorus. Fixed Wireless requires a successful line-of-sight assessment.
Billing, changes and cancellation
Invoices identify the billing period, service and amount due. Contact us promptly if something appears wrong. Any notice period, minimum term, installation contribution or early termination charge must be stated in your service order. We will not apply a charge that was not disclosed and agreed. Contact accounts@lightspeed.net.nz before changing or cancelling a service so we can confirm the effective date, final invoice and equipment return arrangements.
Equipment and installation
Your service order states which equipment is supplied, whether Lightspeed retains ownership, and any return requirements. You must provide safe and reasonable access for approved installation or repair work. Charges for non-standard installation work are quoted before that work proceeds.
Service quality and faults
We provide services with reasonable care and skill. Tell us promptly about a fault so we can investigate. Planned maintenance, power failures, damage, third-party networks and events outside reasonable control can affect availability. If a service materially and repeatedly fails to perform as represented, contact us so we can investigate and provide an appropriate remedy, including an exit without penalty where required by law.
Your legal rights
Nothing in these terms limits rights that cannot lawfully be excluded, including rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986. Residential consumers may be entitled to repair, refund, cancellation or other remedies depending on the circumstances.
Privacy and complaints
We handle personal information under our privacy policy. If something has gone wrong, follow our complaints process. Information about home phone access to 111 during a power failure is available on our vulnerable customers page.
Last updated 2026-09-21