LOCAL HELP, WHEN YOU NEED IT
Check for a current network notice, try a few safe first steps, or tell our Queenstown team what is happening.
NETWORK STATUS
This shows broad service information published by our team. An individual connection can still have a local fault when no notice is active.
This normally takes only a moment.
GET HELP
For faults, include your address, when the issue started, the lights showing on your equipment and anything you have already tried.
Send the technical team the details of a dropout, outage, slow connection or Wi-Fi problem.
Send a support request →For urgent technical issues after hours, call our on-call technician.
03 441 2314 →Ask about billing, your account, moving address or anything else.
Send us a message →Office hours: 9am–5pm, Monday–Friday. After hours support is for urgent technical issues.
QUICK CHECKS
These steps solve many common issues and give our team better information if you still need help.
Please don’t factory-reset the router unless our team asks you to. A factory reset can remove the settings needed for your connection.
FREQUENTLY ASKED QUESTIONS
No. The status panel reports wider service notices published by our team. A fault can affect one address, one piece of equipment or the Wi-Fi inside your property without appearing there. If the quick checks do not help, send us a support request.
Include the service address, when the problem began, whether it affects every device, any red or unusual lights on the router or ONT, and what you have tried. For slow speeds, tell us whether you tested over Wi-Fi or Ethernet.
Your internet connection brings service to the property. Wi-Fi carries it from the router to devices around the building. If performance is good beside the router but weak in another room, the issue is usually local Wi-Fi coverage rather than the incoming connection.
Our office hours are 9am–5pm, Monday–Friday. For an urgent technical issue outside those hours, call 03 441 2314 for the on-call technician. General and account enquiries are handled during office hours.
Lightspeed home phone services use broadband equipment that needs mains power. During a power cut, the phone may not work, including for calls to 111. If someone in your household is at particular risk and needs a reliable way to contact 111, read our Vulnerable customers information and contact us.
Timing depends on service availability and whether work is needed at the property. We confirm the expected installation steps and timing after checking your address and before you commit.
Contact us before the move with the old and new addresses and your preferred dates. We will check what is available at the new property and coordinate the change with you.
Use the message form and choose “Billing or my account”, or email accounts@lightspeed.net.nz. Billing enquiries are handled during office hours.
Your service order confirms the equipment included with your connection. Our current standard fibre plans include a supplied router; specialised, HyperFibre and custom network setups can have different equipment requirements.
Start by contacting us so we can try to resolve the issue directly. Our complaints page explains the process and independent escalation options.
Tell us what is happening and our local team will take it from there.