How can we help?
Follow up on my connection
This article explains how you can follow up on the progress of your connection and track the delivery of your modem.
Track my Order
New connections take 5-10 working days to complete and we will notify you over email and text message once we receive a scheduled connection date from Chorus (installation company). The Chorus technician completes the connection at the exchange and in the event that site access is required, the technician will be in contact with you to arrange this. For updates on the progress of your connection, send our team an email.
Fibre connections take 5-10 working days to complete and can be take longer than a month if consents are required or the installation is complex. We will update you with your installation appointments over email.
We will notify you over email and text message once we receive a scheduled connection date from your local installation company. If you wish to reschedule your connection, you can do so by following the advise provided below:
ADSL and VDSL
Send our team an email and we will contact Chorus on your behalf to request your desired connection date. Please note that rescheduling is based on Chorus technician availability in your area.
You can reschedule your Fibre connection scoping and installation dates through your Slingshot My Account. Login to your My Account and click the Reschedule button. If you experience any issues while attempting to reschedule your connection dates, send our team an email.
We will dispatch your modem closer to your scheduled connection date. Once your modem has been sent, an email will be delivered to you with your delivery address and the Track and Trace number. If you have not received this email, you can track your modem delivery via your Slingshot My Account.
It is also important to note that modem deliveries do not require a signature. Therefore, the modem will still be delivered to you even if you are not at home.
That's awesome news! With all connection types when the physical installation is complete to the home, we must still wait for the local service company to update their records internally for the broadband service to operate. We will confirm over text message and email once your services are ready to use.
Learn about our change of ownership process and how you can transfer your account to someone else.
Before we get started, we need to mention that each Slingshot residential account can only have one main account holder. You are more than welcome to have others authorised to make certain changes or query issues - you'll just need to add them on. You can check out how to do so here.
Update The Name On My Bill
In order to change the ownership of your Slingshot account into another name, you will be required to complete our change of ownership form.
Here is a checklist of the details you will require to complete the change of ownership form.
- New account holders name
- New account holders contact number
- New account holders email address
We will then be in touch with the intended account holder to process the change of ownership request. Once the change of ownership request is complete, we will contact you with the results.
Please note that any outstanding balance on the account must be cleared before the account ownership can be transferred, and by completing the change of ownership form you agree to the terms outlined below.
- You are authorising the person whose details you are providing to take full ownership of your Slingshot account.
- You agree to remain liable for all charges on your Slingshot account incurred up until the date of transfer.
- You understand that you will lose access to the Slingshot account and all information relating to it including emails.
- This request is not complete until the services are transferred to the new account holder and approval of this request is subject to credit checks on the new account holder.
In order to take ownership of an existing Slingshot account, you will be required to complete our change of ownership form.
- Your address (address where you currently or previously resided):
- Address of services (address of services you are taking over):
- Account number (account number of services you are taking over):
- Digital copy of your NZ drivers license or passport
We will then be in we will be in touch with you and the account holder to process the change of ownership request. Once the change of ownership request is complete, we will contact you with the results.
Please note that any outstanding balance on the account must be cleared before the account ownership can be transferred, and by completing the change of ownership form you agree to the terms outlined below.
- You authorise Slingshot to perform a credit check and understand that the approval of this request is subject to credit checks.
- You certify that all information is provided is true and to the best of your knowledge.
- You agree to be responsible for all charges relating to the Slingshot account once the ownership of the account has been transferred.
- You comply to be bound by the connection terms and conditions applicable to the Slingshot account, as well as any contract terms and pricing plans active on the account. You can find our current terms and conditions here.
- You understand that you will be required to pay all charges associated with the Slingshot account including although not limited to, monthly fees, delayed charges such as toll calls or data blocks, and any early termination fees which may apply if the account is cancelled before the end of the contract term.
- You accept that there might be charges associated with the process of relocating your services to another address.
Need some assistance? Our help desk is based right here in New Zealand, and getting in touch is super easy!
Are you wondering how much it'll cost to break your contract? Depending on when you signed up and what service you chose, the fee will be different.
Please note: As of Friday the 14th of February 2020 we've updated our early termination fees.
Signed up before 14/02/2020
ADSL $199 VDSL $199 Fibre $250
Signed up on or after 14/02/2020
ADSL $250 VDSL $250 Fibre $250
Did you sign up for one our special promotions? If so, your termination fee will vary from those above. Please check out our promotional terms and conditions for the correct information.HP Chromebook information and support
If you're looking for the specifications of your new HP Chromebook or want to know a little more before signing up, you can check out all of the details here!
What’s under the hood?
Model: HP Chromebook G7 EE
Display: 11.6” HD 1366 x 768 resolution screen with anti-glare WLED-backlight
Processor: Intel Celeron N4000 Dual Core up to 2.6GHz with 4MB cache
Storage: 4GB RAM and 32GB eMMC hard drive
Graphics: Integrated Intel® UHD 600
Battery: Up to 13 hours
Is there a warranty?
The HP Chromebook is covered by a standard manufacturer’s warranty of 12 months.
Where should I go for support?
Support and assistance is available by calling HP Technical Support on 0800 441 147 or by visiting their website.
What happens if I cancel my Slingshot account before my contract has ended?
If you terminate or switch your services during the 24-month contract, you’ll need to pay an early termination fee of $500 if you received the HP Chromebook. You can view our full terms and conditions here.What contracts are there with Slingshot services?
A contract term starts when your Slingshot services are first connected. This is so that we can cover the cost of nice things such as free installation, and a modem which other providers may charge you for.
Below is a list of services we offer
- Copper Broadband (ADSL/VDSL) - minimum 12 month contract
- Fibre Broadband - minimum 12 month contract
- Power - no minimum 12 month contract for new power customers. If you signed up before 31st October 2019, a contract term may apply.
- Mobile - no minimum contract for mobile services
For more information in regards to contract terms, please see our terms and conditions.Slingshot's Summer Shout
Our Slingshot Summer Shout promotion has ended. Selected plans were eligible for a free summer gift, choosing from a range of BBQs, Smart watches and Tablets. Terms and conditions apply - click here for full details.
Frequently Asked Questions
In the unlikely event that you choose to leave Slingshot before the end of your contract, you will be charged an early termination fee based on your plan type and gift type. The below table outlines the different early termination fees:
Offer Product Contract ETF BBQ - Weber® Compact Kettle DSL Broadband Broadband 24 month $399 BBQ - Weber® Compact Kettle Fibre Broadband Broadband 24 month $449 BBQ - Weber® Baby Q™ (Q1000AU) DSL Broadband and Power Broadband 12 month $499 BBQ - Weber® Baby Q™ (Q1000AU) Fibre Broadband and Power Broadband 12 month $549 BBQ - Weber® Original Premium Kettle DSL Broadband and Power Broadband 24 month $549 BBQ - Weber® Original Premium Kettle Fibre Broadband and Power Broadband 24 month $599 Tablet - Amazon Fire HD 10 DSL Broadband Broadband 24 month $399 Tablet - Amazon Fire HD 10 Fibre Broadband Broadband 24 month $449 Tablet - Amazon Fire HD 10 DSL Broadband and Power Broadband 12 month $499 Tablet - Amazon Fire HD 10 Fibre Broadband and Power Broadband 12 month $549 Tablet - Chromebook 100E Laptop DSL Broadband and Power Broadband 24 month" $549 Tablet - Chromebook 100E Laptop Fibre Broadband and Power Broadband 12 month $599 Smartwatch - Fitbit Charge 2 DSL Broadband Broadband 24 month $399 Smartwatch - Fitbit Charge 2 Fibre Broadband Broadband 24 month $449 Smartwatch - Fitbit Versa DSL Broadband and Power Broadband 12 month" $499 Smartwatch - Fitbit Versa Fibre Broadband and Power Broadband 12 month" $549 Smartwatch - Fitbit Iconic DSL Broadband and Power Broadband 24 month $549 Smartwatch - Fitbit Iconic Fibre Broadband and Power Broadband 24 month $599
The promotional gifts are covered by normal manufacturer’s warranty. Please consult with the manufacturer if you experience any issues with the gift you receive.
If you have a support query about your Summer Shot gift, then this should be directed towards the manufacturer.
Please note, we are also a member of the Telecommunications Disputes Resolution. The Telecommunications Disputes Resolution is a free and independent service that all customers can use if you are dissatisfied with how any issues are being dealt with.
For more details on this service, please visit their website here
Important Note: Nothing in this process reduces or takes away any rights you may have under the Consumer Guarantees Act 1993, or your right to make a claim to a court.Understanding Fibre
Learn all about Fibre Broadband and what is involved in the installation procedure.
Frequently Asked Questions
Fibre is the best broadband service available on our network, delivering our most superior internet performance. Fibre provides a reliable, consistent experience throughout the day and allows you to get all your tasks completed online much faster.
You can sign up for Fibre online by selecting the plan you require and entering your address. Alternatively, you can also sign up with our Sales team on 0800 89 6000. When you submit an order with our team for Fibre services, we will then request your local Fibre company to complete the installation.
- With Fibre broadband the home phone operates over the Fibre internet connection and the copper line is removed/reutilized to complete your Fibre installation.
- If you have a medical alarm or security system running through your landline, we recommend contacting your manufacturer to confirm if it will operate over the Fibre network.
- Homeline services through the Fibre network also do not operate in the event of a power outage.
Fibre connections generally take 5-10 business days for remote connections (when an Optical Network Terminal is already installed in the premise). If you require the Optical Network Terminal to be installed, the installation can take up to 3 months depending on consents.
There are a variety of methods to install Fibre and we will choose the best option for each property. The installation plan of the Fibre connection is agreed with you before the work begins.You can read more about Chorus Fibre installation methods here.
- You can certainly retain your existing phone number with any upgrade to Fibre requests.
- We will supply you with a modem rental for a one-off delivery cost of $14.95.
Fibre broadband uses optical fibre technology which is the fastest and most reliable internet service currently available. The broadband speeds you experience are dependent on the the plan you select and a range of factors such as the number of devices connected to the internet, your modem and cables, your computer/device and any applications/programs running in the background.
You can test your broadband speeds at anytime here. Listed below are our recommendations for the most accurate results:
- Make sure nobody else is online.
- Use an Ethernet cable to plug a computer into your modem.
- Ensure that there are no programs, applications or other web pages running on your computer at the time of the test.
The Medical Dependency Register is for Slingshot Homeline customers who have a diagnosed life-threatening medical condition and are at risk of rapid deterioration and their life may be at risk without access to a home phone service.
What is a Medical Dependency Register?
Slingshot will endeavour to contact customers on the Medical Dependency Register if their account is overdue and before their home phone service is restricted or cancelled.
Registering with the Medical Dependency Register does not guarantee service continuity. Although less likely, services may still be suspended for non-payment or due to a fault / network outage. Customers who have a medical dependency on their home phone should also have a mobile phone, in the event that their home phone service is unavailable. Registering with the Medical Dependency Register does not make Slingshot liable for any loss as a result of services not being provided.
Registering with the Medical Dependency Register reduces the likelihood of a customer’s home phone service being disconnected for non-payment but it does not mean that other services will not be terminated, such as Broadband.
Customers must apply to be on the Slingshot Medical Dependency Register. If a customer on the Medical Dependency Register moves address or the name of the account holder changes then they will need to reapply.
Slingshot does not charge customers to be on the Medical Dependency Register, although their doctor may charge a fee for a medical certificate to support their application.
Slingshot will use your health information for the purposes of determining your eligibility to be included on the Medical Dependency Register, administering the Register and deciding whether services will be provided including at times of non-payment.
The following medical conditions are indicative of reasons why a customer will want to be on the Slingshot Medical Dependency Register:
- People who are known to be at high risk of respiratory emergencies
- People who are known to be at high risk of mental health disorders
- People who are dependent on medical technology in the home
- People who are known to suffer from conditions which may cause them to suddenly lose consciousness
- People who are at a high risk of cardiovascular emergencies
- People with a known medical condition who live alone without the necessary support of others including those in remote locations
This form is to be completed by the Slingshot Homeline Account Holder or their Representative. It requires proof to be attached from a Medical Practitioner confirming that someone who lives at the address is dependent on telephone access for critical medical support. Once the completed form is received together with a medical certificate and assuming it is deemed by us to fit our criteria of when a customer should be placed on the Medical Dependency Register the person will be placed on the Register for 1 year maximum.
Please download and email the completed form and medical certificate to:
email@example.com or post to:
- Private Bag 108-109
- Symonds Street
- Attention: Collections Team
Can I make 0900, accept collect calls and 018 directory assistance calls with Slingshot?
Yes you can!
Charges for these calls will simply appear on your next Slingshot monthly bill.
It takes up to 5 working days to connect your toll calling service with Slingshot. If you're eager to know when your tolls are with us, you can dial the national FREE test line:07 832 0000, and a recorded message will let you know which company you're with. If it says Slingshot then you're good to go!
You can keep your home phone number if you’re in the same house and moving providers to Slingshot but some conditions may apply if you’re moving area.
If you wish to keep your number, the number needs to be active with your current provider.
If you’re moving on to Naked Broadband then you are not provided a phone line.
If you have any questions Click here to email the Slingshot Sales team.Slingshot tollfree rates
Tollfree numbers can terminate onto either a land line or mobile phone that you specify.
Please note, if you opt to have these calls terminate at a Mobile, the per minute charge doubles.
Below are our per minute rates:
- Any NZ landline to tollfree - $0.18 p/minute
- Payphone to tollfree - $0.18 p/minute
- NZ Mobile to tollfree - $0.48 p/minute
All tollfree numbers have a $25 minimum spend per month.
To add a tollfree number to your account, simply send our team an email.
Slingshot, it's a better place. It's vibrant, exciting, and dynamic.
We're in business to give New Zealanders a better deal on their phone and Internet services, and we like to create a working environment that's a better place for our employees.
If, like us, you're a progressive thinker, you're always looking for new ways to make things better, you love working with people and you want to grow then you'll fit in well at Slingshot.
The dynamic nature of our industry, evolving technology, and the responsibility we place on our people's shoulders means you will achieve more than you thought you were capable of. Many of our people move upwards with Slingshot to take on senior roles.
We are an inclusive company, we welcome cultural diversity and we reward high achievers.
We are always on the look out for enthusiastic, smart, and motivated customer service people and technical staff. All you need is flawless spoken and written English; a passion for helping people; preferable experience in customer services or call centre work; and a zest for solving problems.
We would love to hear from you!
Learn how you can sign up with Slingshot and enjoy the benefits of excellent broadband with great service!
Frequently Asked Questions
You can join us here at Slingshot by simply signing up online via our website, or by calling our friendly Sales team on 0800 89 6000.
There are no joining fees at Slingshot, as we are always happy to extend our Slingshot team! Although depending on the service you sign up for, there may be an installation charge. We will always inform you of any installation fees during your sign up or prior to the connection taking place.
Dependent on your internet usage, we have plans that are suitable for every household. Our plans range from 150GB plans for limited data users, to Unlimited plans for higher data users. You can also change your plan at anytime through your Slingshot My Account.
Here at Slingshot, we proudly offer the following additional services to you:
- Broadband with Landline services
- Mobile plans
- Power services
We also offer optional add-ons such as Anti-virus, Wiring & Maintenance insurance, and Family Filter.
On our ADSL & VDSL plans, the speeds are dependent on your area based on your distance from the exchange.
On our Fibre plans, we offer 100Mbps Download / 20Mbps Upload. You can also add a Gigantic boost to your plan which allows up to 900Mbps download / 450Mbps Upload.
Generally new connections take 5-10 working days to complete, from the time you sign up with Slingshot. We will notify you over text and email once a connection date is provided from Chorus. Fibre connections that require consent can take up to 3 months to complete.
We believe you pay enough for your services which is why we offer free rental modems to our customers, although there is a one off $14.95 shipping and handling fee. As these are rental modems, we require these modems to be returned when/if you decide to leave Slingshot - We hope we can keep you!
Your LSP (losing service provider) account details are the name, phone number and account number from your previous provider. We may need these details before we can set up your tolls or broadband with Slingshot if you are transferring your services across.
If you are unsure of what these details are or if you suspect they may have changed due to a move or change in phone number call your old provider and they should be able to let you know.
Gigantic Fibre is the fastest broadband plan we offer – it’s capable of download speeds up to 900 Mbps and upload speeds up to 450 Mbps.
Our Gigantic Fibre plan has no data caps – it’s totally unlimited, with no hidden usage policies. That makes it perfect for households with heavy internet users (or if you just fancy having the quickest connection).
How do I get connected?
If you already have fibre the process is very quick and easy – it’ll only take a few days to get you up and running on Gigantic Fibre.
If you’re not yet set up on fibre, we’ll need to get it installed in your house. That process can take a bit longer, but we reckon it’s well worth it.
New to Slingshot
If you’re in a fibre-capable area you can go ahead and sign up online or give our friendly Sales team a call on 0800 89 6000.
For the clever folk already with Slingshot, head to My Slingshot to order your upgrade or give the team a call on 0800 89 6000.
Note: fibre customers in Ultrafast Fibre and Northpower areas may need to have a technician come out to install a new ONT (that’s the fibre box installed on your wall).
Will I need a new modem?
We’ll send you a free rental fibre-capable modem if you’re new to Slingshot, or if you’re already with Slingshot but your current modem isn’t fibre-capable. You’ll just need to pay a one-off $14.95 postage and handling fee.Copyright (Infringing File Sharing) Amendment Act 2011
Maximum speeds will vary and are affected by various factors, including how your device is connected to the internet (e.g. using an Ethernet cable is far better than using Wi-Fi), the capabilities of your device, the number of devices connected, the time of day, and where the data is downloaded from.
You may have heard that the Government has passed a law called the Copyright (Infringing File Sharing) Amendment Act 2011. This law allows the owners of copyrighted material (often called 'rights owners') to enforce their rights against people who use file sharing applications to illegally download copyrighted material (content).
Slingshot respects the rights of all property owners to determine how and if they make their property available; however our main responsibility is to you, our customer.
As an account holder you should know that the law says:
- Liability for alleged copyright infringement lies with the person who 'owns' the Internet account. If the account is in your name then the liability, according to the law, is with you, no matter who pays the bill or who used your account, whether with or without your permission.
- Rights owners can record the Internet Protocol (IP) address of who has downloaded their content and pass this on to the Internet Service Provider, (such as Slingshot) which owns that IP address so that a notice can be sent.
- All Internet Service Providers (Internet Protocol Address Providers as defined in the Act), including Slingshot, must action an infringement notice received from a rights owner, which may include sending you an infringement notice.
Please note: We do not proactively monitor what you download using your Slingshot Internet connection. The new law does not change this, but it does require us to send 'notices' on behalf of the owners of copyrighted material.
If you have any questions or concerns about the new law you can contact the Ministry of Economic Development.
If you have any questions about the availability of copyright material in New Zealand you can contact the Copyright council.
Finally, if you or others using your Internet connection do not use it to download copyright infringing material then you have nothing to worry about.
If you have any specific questions relating to the notification process at Slingshot please email us on firstname.lastname@example.org.
Copyright Infringement Notices
If you are a rights owner you can click here to submit a copyright infringement notice.
Currently we report on Copyright Acts requests annually.
We don’t publish an in-depth report into other requests. That’s not to say we never will, but at the moment we believe our time is better spent on key ISP business, and not introducing reporting that ultimately will be funded by our customers.
In general, we release information to third parties like the New Zealand Police and Courts when we are required to by New Zealand law.Do you use the DIA’s Digital Child Exploitation Filter?
We don’t currently, no.
We fully support the filter's intention, which is to prevent people accessing child exploitation material on the Internet. However, we understand there are a number of concerns about the effectiveness and operation of the proposed filter.
Currently we do not have enough detail to be able to address these concerns to our comfort. This is why we have not implemented the filter.
We do however provide an objectionable material filter that can be turned on in the members section of our website.Do you publish a security vulnerability disclosure policy?
We have a policy, based on the NZITF Disclosure Guidelines.
We are committed to protecting our community and users. If you are a security expert or security researcher and you believe you have discovered a security related issue with our websites, network, CPE, or other systems, we appreciate your help in reporting the issue to us responsibly.
We ask the security research community give us an opportunity to correct issues and vulnerabilities before publicly disclosing it. If you give us reasonable time to respond to your report before making any information public, and make a good faith effort to avoid privacy violations, destruction of data, and interruption or degradation of our service during your research, we will not bring any lawsuit against you, or ask law enforcement to investigate you.
The best method for contacting our security team is via email. You may encrypt your email to us with PGP if you wish to protect the contents of your email. We are also open to anonymous reports, so long as we have a valid method of corresponding with you (e.g. an anonymous email relay service).
Vocus Group NZ Security Team
ID: E24A7B33, Fingerprint: CC3E DDBF AFD1 C03A FA10 25B8 7C84 5646 E24A 7B33
Our public key can be obtained from most well-known public keyservers such as:
- keyserver https://pgp.mit.edu
- keyserver https://keyserver.ubuntu.com
- keyserver hkp://zimmermann.mayfirst.org
You can use this key to encrypt and secure messages to us.
To start using it, you'll need to install an OpenPGP/GPG software on your computer. Below you'll find a list of possible solutions for your operating system:
Please import the public key into your local OpenPGP Key-Manager.Slingshot Forms and Documents
Below are some handy forms and documents. If you would like to save one to your computer just right click the link and select "Save Link as".
When you signed up with us you would've been asked to commit to a contract. This means that you have agreed to remain a Slingshot broadband customer for a minimum of 12 months or more. The contract begins the day your services have been connected.
You can change your data allowance at any time without any effect on your contract.
If you decide to terminate your service which is still in contract you will be charged the early termination fee. Your termination fee is specific to the services you agreed to upon sign up.
If you do need to end your services within your contract term please get in touch with us to discuss fees will be incurred before you proceed.
When moving house or your phone line, you will not be charged early termination fees when you sign into a 12 month contract.
For a full list of our terms & conditions, click here.
To see our move fees, click here.
For information about Slingshot modem rentals, click here.Annual Compliance Report
As part of s122 of the Copyright Act, attached below is Slingshot's annual compliance report.
Yes we are able to supply static IPv4 addresses on Slingshot Broadband upon request. We don't currently provide static IPv6 address, however we do provide IPv6 addresses as part of your service. If you wish to do this please contact us on 0800 89 2000 or contact us https://www.slingshot.co.nz/contact/contact.
Which broadband connection type is best for me?
An additional charge of $10 per month will apply for a static IP.
This connection type should be sufficient if you have less than 5 active jack points in your house, and don't have a monitored alarm connected to your home phone line.
A line filter will be required in all active phone jacks in the house. All modems supplied by Slingshot include one line filter that can be used for one jack point.
If you are transferring from another provider, the connection is FREE!
If it is a brand new connection it is $52.00.
Connection and Wiring: From $199
This option may be required in some cases due to the wiring in your house, distance from the phone exchange, or other factors beyond Slingshot's control. With this option a Chorus technician will come to your home and separate the phone line from the broadband line, giving you a dedicated broadband line connected to a single jack point in your property. The installer will not configure your modem, but everything else will be set up and ready to go.Do I need to be home for the installation of Ultra-Fibre?Because installing Ultra-Fibre requires a lot of physical work done at your property, yes you will need to be present for the length of the installation. The installation can take anywhere from 3 - 8 hours, depending on the level of work required for installation. The fibre installation technician will be able to give you an estimate of how long the installation will take.I want Ultra-Fibre!
If you're interested in connecting to our Ultra-Fibre service, you can apply through our website after performing an address check, or by calling our friendly Customer Services team on 0800 89 2000 during our business hours. Take a look at what's involved in the installation process here.
Have you tried our app?
The My Slingshot App makes it easy to keep track of usage, payments, and loads of other handy things.
- Still have questions? The best way to get in touch with us is by email. Just choose the team you are wanting to reach and we will get back to you super-fast. Easy!