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Changes to broadband & calling bundle pricing

We’re making a few changes to your Office Net pricing

We’re making a few changes to your Office Net pricing

Update as of 1 August: This is a quick reminder that this price change is now in effect. If you pay using automatic internet banking payments, you’ll need to adjust this from your 1 August bill onwards. For information on ways to pay, check out

A few months ago, we discovered a system error with some of our Business broadband and calling service records where some customers on Office Net plans have been undercharged for their monthly price.

We initially planned to charge the correct standard monthly price on customer bills from 1 April 2020 but due to the COVID-19 pandemic, we are delaying this change until 1 August 2020. We’ll be providing monthly credits to customer bills starting from 1 April 2020 until 1 July 2020. The standard monthly pricing will begin from 1 August 2020.

In addition, we’ve found some customers do not have an active calling line on their account so we’ll also be correcting their plan name on their bill to Business Broadband VDSL or Business 100 Fibre Unlimited at the standard monthly price of $99.85 excl. GST.

If you’ve received an email from us on 31 March 2020, your account has been impacted and we’ll be implementing the above changes from the 1 April 2020. We understand you may have some concerns so we’ve put together some helpful information about this change below.  

We’re really sorry about our mistake and want to reassure you we’ve taken steps to make sure this doesn’t happen again.

We understand this may be a difficult time for your business so we’ve created our COVID-19 Customer Care Plan to help customers facing any challenges during this time which you can read more at

You can also contact us on 0800 400 888 but please note, there are long wait times at the moment while we get our contact centres set up to work remotely due to COVID-19 and there may be a delay in sorting out your issue. Thank you for your patience, we really appreciate it during this time.

Frequently asked questions

I don’t want to pay this increased price. Can I cancel my contract?

  • You are entitled to cancel your services if you’re unhappy with this change. Please contact us on 0800 400 888 and someone will help with this.
  • If your service is still within a fixed term contract, we’ll waive any Early Termination Fees for any cancellations before March 31 2020. To discuss this, give us a call on 0800 400 888.

I don’t want to pay this increased price. Can I keep my current price?

  • Unfortunately no, we’re increasing the price to the standard monthly price that other customers pay on their Office Net bundle.

Why are you changing the price of the Office Net bundles?

  • Due to an error in our system records, we’ve been undercharging you and we’re now increasing it to the standard monthly price.

Will I be back-billed for previous months’ price difference?

  • No, we won’t be back-billing any customers as it was an error in our system. We’re just increasing the price to the correct standard monthly price from 1 March 2020 onwards.

When will the price change happen?

  • You’ll be charged the standard monthly price stated in the email we sent you from your 1 March 2020 bill onwards and there will be a message on your March bill confirming this.

Will my internet banking payments need to be changed?

  • For any internet banking payments you’ve set up, you’ll need to adjust this for your March bill onwards.
  • If you have direct debit or recurring credit card payments, you don’t need to do anything.
  • If you need help with ways to pay your bill, click here.

What will my March bill look like?

  • The price for your Office Net bundle in your March bill will change to the price stated in the email we sent you. The 85c included in this price may appear in your bill under the line ‘Other’ called ‘Price adjustment’.

I can’t find what price I agreed to for my Office Net bundle, how do I get a copy of my contract?

  • Please call us on 0800 400 888 or contact your account manager to get a copy of your contract.

Will my broadband or calling services be impacted when the change happens?

  • No, your broadband and calling services will keep working as normal during this change.

Are there any other changes to my broadband and calling service?

  • No, there are no other changes. We are just increasing the price to the standard monthly price from 1 March 2020.

Can I switch to a different service?

  • Yes, we’d be happy to help review your account and look at alternative options if available. Please contact your account manager or give us a call on 0800 400 888.

I’m unhappy with this and want to talk to someone.

  • We apologise if this has caused any inconvenience. Feel free to contact your Account Manager or give our team a call on 0800 400 888 to talk about your options.

We apologise if this has caused any inconvenience. Feel free to contact your Account Manager or give our team a call on
0800 400 888 to talk about your options.

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