One NZ to retire HFC (cable) network

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#3488385 7-May-2026 11:54

I appreciate that OneNZ increased their overall pricing, but the transfer form HFC to Fibre contained very specific terms and conditions, viz. a pretty tight contract.

I guess I will seek legal interpretation of " ... telcos often include "unilateral variation" clauses in their contracts that allow them to change prices, they must follow specific rules to remain compliant with the Fair Trading Act"

Stay tuned.

quickymart

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#3488386 7-May-2026 11:56

Usually the techs don't install modems/routers, they do the fibre install and that's all they're required to do. They may setup the router if they can (or if they have time) - but there's no requirement on them to do this.

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#3488389 7-May-2026 12:05

quickymart: Usually the techs don't install modems/routers, they do the fibre install and that's all they're required to do. They may setup the router if they can (or if they have time) - but there's no requirement on them to do this.

I believe the standard answer is to refer the customer to One NZ's call centre or Noel Leemings, which is fine (except I was once told it can take a few weeks) but it isn't OK for the tech to suggest that the Deco is faulty!

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boosacnoodle

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#3488478 7-May-2026 15:44

I’m reliably informed that One NZ has somehow secured a two year exclusivity period with Enable for the Pegasus fibre roll out. Not sure how this doesn’t come to the attention of the ComCom as it seems a bit shonky to me.

richms

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#3488480 7-May-2026 15:51

IMO what matters is if there any govt money going towards any part of the deployment there.

If not then its a non-issue as people were unwise enough to choose to live in a place with no choice of internet access, so the change from coax to fibre is not making any difference to their lack of choice, they have just upgraded from one media to another.

If they are taking money for any part of the network, digging, plant, sharing backhaul with stuff that got paid for out of my tax, then that is a problem.

Richard rich.ms

Foo

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#3490893 14-May-2026 14:04

I'm all switched over to the 521 / 115 plan and all seems to be working well. Nice to ditch my old router which was around 9 years since original release and getting a little creaky at times.

When I had a call with a tech last week to arrange for the modem to be sent out, I asked about the higher speed 921 / 515 plan and was told that if I went with that (or upgraded to that in the future) that I wouldn't be able to downgrade to the slower plan. Does anyone know if this is just because you're locked into the end of the current contract or is it a case of once you've gone to Fibre Max, you can't ever go back. Curious - does anyone know?

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#3490897 14-May-2026 14:25

From a Chorus perspective there's nothing stopping you from changing to a slower plan. I don't know for sure with Enable but I'd be surprised if it's any different.

SteveC

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#3490906 14-May-2026 14:40

Foo: I'm all switched over to the 521 / 115 plan and all seems to be working well. Nice to ditch my old router which was around 9 years since original release and getting a little creaky at times.
When I had a call with a tech last week to arrange for the modem to be sent out, I asked about the higher speed 921 / 515 plan and was told that if I went with that (or upgraded to that in the future) that I wouldn't be able to downgrade to the slower plan. Does anyone know if this is just because you're locked into the end of the current contract or is it a case of once you've gone to Fibre Max, you can't ever go back. Curious - does anyone know?

This sounds like bad advice. The details on https://one.nz/hfcchanges have not changed. Twelve month term, no mention of restrictions beyond that.

Steve Cosgrove
Thirty years teaching Data Networking & Communication
Mostly at Whitireia Polytechnic, Porirua About ten years before that in general PC support.

Available for contract networking (or other tech stuff) now.

Foo

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#3490907 14-May-2026 14:41

Thanks Behodar - I assumed it was contract-related rather than something technical. Guess they want to ensure they maximise revenue. I don't really need to be on a faster plan, just find it odd being told that once you upgrade you can't downgrade. Maybe you could prior to signing a further year contract.

sleemanj

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#3490912 14-May-2026 15:13

Foo:

Thanks Behodar - I assumed it was contract-related rather than something technical. Guess they want to ensure they maximise revenue. I don't really need to be on a faster plan, just find it odd being told that once you upgrade you can't downgrade. Maybe you could prior to signing a further year contract.

Once the contract is up, I can't see why they would stop you from downgrading to a lower plan, if they tried I'm sure they would change their tune pretty quick when you said "fine, I'll go with a different company then".

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#3490985 14-May-2026 19:39

quickymart:

Usually the techs don't install modems/routers, they do the fibre install and that's all they're required to do. They may setup the router if they can (or if they have time) - but there's no requirement on them to do this.

Not true RSPs can order CSE or No CSR which means a chorus tech will plug in the modem and setup basic wifi etc

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quickymart

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#3491059 14-May-2026 21:43

That must be a new service, it never used to be like that.

martinv

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#3491298 15-May-2026 18:54

TLDR; check your last bill. If you're leaving One NZ after they stop the HFC service, they may charge you for the whole month (past the cut off date).

I, like many others I'm sure have been receiving the One NZ letters saying that your HFC service will be disconnected from 23 May.

I have not taken up any One NZ offers for alternatives.

Then yesterday I received a bill covering the period 13 May through 12 June, quite a lot after the 23 May cut off date. I phoned One to mention their mistake. Well, after talking to the HFC team (no I don't want to cancel, One NZ is stopping the service), then to the billing team (uh, you need to talk to the HFC team), then back to the HFC team, then back to billing (we can't see your latest invoice from here)... You get the idea. Until I reached someone who could see the issue that I was being billed past the end of service date. I asked for a corrected invoice, but was told they cannot do that, but can issue a credit. OK, good! So they were going to TXT me with the updated amount that I had to pay. After more than 40 minutes on the phone the ordeal was over.

Then the TXT message came through:

"This is xxx from One NZ, I appreciate your time calling to us, as what we've discussed I have computed the amount that you have to pay with your bill, but before I provide it may I know if you'll no longer continue your services with One NZ after the HFC has been shut down?

Kind regards,"

So I replied:

"HFC was the only plan with One that I had, so now that One are closing it down that will be the end. Was a good service. Oh well."

Then the reply from One NZ:

"I see, because I believe after your HFC had shutdown you'll be transferred to a fibre connection. Which means you will still have connection to us until the cycle of your billing. You'll be just on a different plan. If in any case that it had cutted you, please let me know so we can process any credit as I believe you will still have a connection until the cycle of your bill. How is that?

C2 General
"

So I have sent an E-Mail reply this time:

"To clarify, the HFC shutdown and service termination date are being initiated by One NZ, not by me. The communications I received from One NZ stated that the HFC service would be disconnected around 23 May 2026 and instructed customers to arrange an alternative connection method.

I have not requested nor authorised migration to any new One NZ fibre plan or broadband service. As such, I do not understand why I have been invoiced for a billing period extending substantially beyond the stated HFC termination date.

Please revise the billing to reflect the stated HFC termination date and remove charges for any service periods after the HFC service ceases to be provided."

I guess we see what happens on Monday. Perhaps unsurprisingly, this is exactly the sort of interaction in my day that prompted me to move to Quic.

quickymart

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#3491301 15-May-2026 19:31

martinv:

Then yesterday I received a bill covering the period 13 May through 12 June, quite a lot after the 23 May cut off date. I phoned One to mention their mistake. Well, after talking to the HFC team (no I don't want to cancel, One NZ is stopping the service), then to the billing team (uh, you need to talk to the HFC team), then back to the HFC team, then back to billing (we can't see your latest invoice from here)... You get the idea. Until I reached someone who could see the issue that I was being billed past the end of service date. I asked for a corrected invoice, but was told they cannot do that, but can issue a credit. OK, good! So they were going to TXT me with the updated amount that I had to pay. After more than 40 minutes on the phone the ordeal was over.

Par for the course with their customer service team these days, sadly.

SteveC

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#3491317 15-May-2026 23:07

quickymart: --- big snip ---
Par for the course with their customer service team these days, sadly.

Yeah, a friend of mine has tried at least three times to get his name added to the account. Personally unless something is urgent (billing is not in my circumstances) it's jason.paris@one.nz Has always worked better for me.

Steve Cosgrove
Thirty years teaching Data Networking & Communication
Mostly at Whitireia Polytechnic, Porirua About ten years before that in general PC support.

Available for contract networking (or other tech stuff) now.

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