FAQ

$15 may be applied if payment has not been received within 5 days of the invoice due date.

$49 may apply to reconnect a service that has been suspended or terminated due to non-payment. Reconnection will occur once all outstanding amounts are paid in full.

$199 Payable if a fault is lodged with a fibre company which is proved to not be caused by the fibre infrastructure (e.g. internal wiring, fibre damaged within your property boundary or router misconfiguration)

Days overdue    Action

1 day    First overdue reminder email sent.

3 days    Second overdue reminder email sent.

5 days    $15 late fee may be applied.

10 days    Final reminder email sent. Notice of upcoming suspension if unpaid.

14 days    Service suspended for non-payment. Suspension email sent. Service will be restored once all outstanding amounts are paid.

21 days    Service terminated if still unpaid. Termination email sent.

If you are experiencing financial hardship, please contact us before your due date so we can discuss possible arrangements.

For queries relating to your bill, you can reach out to our billing team on the below details: Email: billing@hyperline.co.nz

ALL the data! But seriously, go for gold – all hyperline connections have uncapped data. We don’t throttle your connection, but we do have a acceptable use policy to ensure all users have a (excuse the pun), hyperline broadband service. read our tos.

"We don't believe in contracts here! None, zero, zilch! We're not interested in locking you in—if you decide to part ways with hyperline, no hard feelings. Simply submit your cancellation request through at least 14 days before at email support@hyperline.co.nz , and we'll handle the rest."

Simply submit your cancellation request through a email, support@hyperline.co.nz and we'll handle the rest.

"Orders for Hyperfibre require a Hyperfibre ONT. If you don't already have one, installation may take some time, as the LFC may need to swap the GPON splitter supplying your area to one compatible with XGSPON, the technology behind Hyperfibre. Updates during this process are not within our control, so we appreciate your patience. We'll notify you of the installation date as soon as we receive confirmation.

Hyperfibre is available in over 75% of New Zealand's towns and cities. Currently, you can access Hyperfibre through Chorus

To ensure optimal speeds from your new Hyperfibre connection, it's essential to use high end dedicated Hyperfibre modem. We strongly recommend using a wifi6e or wifi7 device to fully leverage this speed."

Hyperfibre delivers extremely high speeds (2Gbps, 4Gbps and 8Gbps), which means your equipment must also be capable of multi‑gigabit performance.

For best results:
• Use a router with a 10Gb WAN port and strong multi‑core CPU for 4Gb Hyperfibre plans.
• Use a router with at least a 2.5Gb WAN port for 2Gb Hyperfibre plans.
• Use Cat6A cabling or better for multi‑gig connections.
• For wired PCs, use a 2.5Gb, 5Gb or 10Gb network adapter.
• For best WiFi performance, use a router that supports 6GHz (WiFi 6E or WiFi 7) and a compatible WiFi 7 handset or laptop.
• SSD or NVMe storage is recommended when transferring large files at full multi‑gig speeds.

Hyperfibre is ideal for households with multiple heavy users, gamers, content creators and businesses requiring ultra‑low latency and high throughput.

Advanced users may further optimise operating system network settings (such as TCP window scaling on Windows) to maximise throughput, although this is not required for normal home use.

Fibre optic internet uses strands of glass to transmit data via light signals, rather than traditional copper cabling. This allows for significantly higher speeds, lower latency, and greater reliability.

With fibre, you experience smoother streaming, faster downloads, better gaming performance, and more stable video calls — even during peak usage times.

If you already have a Fibre Box (ONT) installed and are ordering a standard GPON fibre service, we will arrange provisioning for your requested go‑live date. In many cases, orders received before 12 noon (Monday to Friday) can be provisioned the same day. Some transfers may take longer depending on your current provider, but most are completed within a few hours during business days. If you are ordering Hyperfibre and an ONT swap is required (upgrade from GPON to XGS‑PON), installation timeframes are controlled by Chorus. An ONT swap may take up to 4 weeks depending on technician availability and any required network upgrades. If you do not currently have an ONT installed, we will submit an installation request to Chorus. New fibre installations typically take between 3 to 5 weeks depending on scheduling and property requirements. A second connection on ONT Port 2 can often be provisioned faster, provided there is no active service on that port and no transfer verification is required.

yes we can assign additional IPv4 Subnets of - /31 (2 IPs) , /30 (4 IPs), /29 (8 IPs), /28 (16 IPs) , routed to your connection. this feature is coming soon.

Yes, we can provision a second connection on the same ONT at port 2 and port 1. This service can be provided by us or by a different provider, as you prefer. However, please note that we are only responsible for the services on the port we provision.

"At our core, we're a tight-knit team driven by a passion for assisting you. Despite our modest size, we make it a priority to be accessible to you via online chat for the majority of the day. Should you reach out to us outside of our regular hours, simply leave a message, and we'll make sure to get back to you as swiftly as possible. Your needs are our top priority, and we're dedicated to ensuring your experience with us is seamless and satisfying."

Hyperline, a Virtual ISP, offers internet service powered by the high-capacity, world-class Tier 1 Carrier Vocus network, which boasts 4,000 kilometers of fibre, ensuring unparalleled performance and reliability. Vocus is renowned for its robust infrastructure and extensive reach, providing a solid foundation for delivering lightning-fast fibre internet to our customers. With our fibre service, you can enjoy seamless streaming, lag-free gaming, and smooth video conferencing. The Vocus network's advanced technology supports high bandwidth and low latency, making it ideal for both personal and professional use. Whether you're a household streaming multiple HD videos, a gamer demanding peak performance, or a business relying on consistent internet for operations, our service has you covered. Gain access to our high-performing broadband network, including our extensive regional CDNs, transit, and peering. These features enhance your online experience, ensuring optimal data delivery and connectivity across various regions. Our commitment to quality extends beyond just speed. The Vocus network's resilience and redundancy measures ensure that your connection remains stable, even during peak usage times or unforeseen disruptions. This reliability is critical in today’s digital age, where uninterrupted connectivity is a necessity. Our customer support team is always ready to assist you via email or chat. Choose Hyperline for a superior online experience, backed by the high-performance Vocus network. Experience the difference with faster, more reliable, and more efficient internet today.