How can we help?
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Topics
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Our COVID-19 updates
As New Zealand moves to Alert Level 2, we wanted to give you a quick update on what’s happening on our side.
Our customers
We’re really proud of how our support team have been able to provide the same great level of service our customers expect while working from home throughout Alert Levels 3 & 4.
Our network
We’re happy to say that we’ve experienced no significant network problems and our network continues to be up to the task.
Our staff
The best way for us to maintain social distancing is to keep what’s working and stay home, so our entire team will continue to work from home until the end of May.
Need something else?
If you need a hand, you can still get in touch with us via all the usual channels, or check out our helpful guides:
Tips and tricks for Alert Level 2Many of us are heavily reliant on the internet (especially while in isolation) to work from home, study, keep in touch with friends and family, or simply entertain ourselves. Check out our tips and tricks to make sure you're getting the most out of your connection and keeping your family safe online!
Your Wi-Fi
There are a couple of things to consider when trying to get the most out of your wireless service – where your modem is placed, how far away you are, possible interference, and how many people are trying to stream their favourite show at the same time!
Modem placement
Make sure your modem is somewhere central and out in the open for better coverage throughout your home. Keep it upright and relatively high if possible (just not on the floor) for the best setup. Check out our in-depth guide on modem placement for all the ins and outs.
Distance and interference
The wireless signal gets weaker the further you are from the modem, especially if there are other devices in the way. Appliances like microwaves and hot water cylinders are difficult for the signal to pass through so try moving a little closer to the modem or check whether a device is in the way – easy!
Congestion
Try limiting how many devices are connected to the Wi-Fi at once, this should free up space and improve overall performance. A simple change is to connect your big devices (like your computer or TV) directly to the modem through an ethernet cable. Head over to our wireless issues guide if you're still having trouble.
Our Family Filter
We understand that there are a range of nasties online and keeping yourself (and the littlies) protected can be difficult. Our awesome Family Filter is a non-intrusive first line of defence for you and your family that blocks a range of sites and unsavoury corners of the internet. Simply log into My Slingshot and activate it – the first 12 months are free!
Need something else?
Check out these guides to stay up to date, for a little extra help, or how to contact us:
Resolving issues during Alert Level 2With NZ now at Alert Level 2, we'll all be trying to get out and about more often. For those times that we're still at home and surfing the web, it's easy to forget that the internet (or rather, the actual hardware) has its limitations!
Why is my connection slow?
There are a multitude of reasons why your speed could be slow but the most common issues revolve around the Wi-Fi. If you have multiple devices connected, the speed will be shared – each device getting a portion of the overall speed. Try limiting the devices connected to the wireless network, this will ease the congestion on your particular service.
The best option is to connect your big devices (like your work computer using a VPN) directly to your modem through an ethernet cable. You'll achieve better speeds and get a stable service – far more so than what the Wi-Fi can do! This even frees up congestion on the wireless network for better performance all around.
If you're still having trouble, simply get in touch!
Can I upgrade my service?
Under Alert Level 2, all of our orders are back in full swing (with some added safety practices of course). If you want to change your speed, get fibre installed, or request a move, you can log into My Slingshot and get an order underway.
I need more time to pay
Please let us know if you're having trouble paying your bills, we're more than happy to help. Check out our helpful guide on setting a future payment date if you simply need more time or use our flexible billing option to pay weekly, fortnightly, or monthly – easy!
Need something else?
Check out these handy guides for sorting common issues you might face at home:
How do I get in touch?We're incredibly proud to say that our help desk is based right here in New Zealand and the best way to get in touch is by email. Just choose the team you are wanting to reach and we will get back to you super-fast!
Check out the contact page on our website if you need to know when we're available or to give us a call.
Chat
If you need a hand now, tap the Help button in the lower right, click on Get in touch, and then hit Live chat. We're available through chat from 10 AM to 4 PM, Monday to Thursday (chat is closed Friday, Saturday, Sunday, & public holidays)
Need something else?
Check out our setup guides, what you can do in your account, or some other helpful tips:
111 Contact CodeNew Zealand Sign Language Chat (NZSL)In November 2020, the Commerce Commission published the 111 Contact Code
to ensure that vulnerable consumers can contact emergency services in the
event of a power failure at their premises.
The Code requires retail landline service providers to inform customers which
telecommunications technologies and devices may not work in the event of a
power failure, how they can protect themselves, and where to go for support.
What Services are affected?
Fibre and fixed wireless will not work in the event of a power failure unless you
have a backup power supply, so if your landline is supplied over these
technologies you will not be able to use it to contact the 111 emergency service
during a power cut.
Certain devices at your premises, such as cordless phones and medical alarms
without an inbuilt battery, may also not work in the event of a power failure
without a backup power supply, so you may not be able to use them to contact
the 111 emergency service during a power cut.
We recommend keeping a charged mobile phone on hand to ensure you
have means of contacting the 111 emergency service in the event of a
power failure at your premises.
Please be aware that the 111 code does not cover any medical services and/or alarms - such as those provided by St John - you may have installed in your home. Please talk to the provider of these services if you have any concerns about their reliability.
Who is a vulnerable consumer?
The code defines a vulnerable consumer as someone who is at particular risk of
requiring the 111 emergency service and does not have a means for contacting
the 111 emergency service that can be operated for the minimum period in the
event of a power failure.
How do I get my account listed as Vulnerable?
You can apply to be listed as a vulnerable consumer if someone at your premises
relies on your landline connection for medical, safety, or disability reasons by filling an application form.
We will send you an appropriate means of contacting the 111 emergency service
in the event of a power failure at your premises at no cost.
We will not deny or cease supply of a retail landline service on the basis that we
know, or suspect, a consumer is, or may become, a vulnerable consumer.
Have a concern?
Please email us at vulnerability@email.slingshot.co.nz or contact us here if you have any concerns about the information provided, or if you have any sort of complaint about this process.
We want to bring better levels of support to the deaf community by expanding our customer service team to include video calling with NZSL-fluent Customer Service Representatives!
How do I get in touch?
It's simple, Tap the Help button in the lower right from this page and we will do our best to find you an NZSL-fluent Customer Service Rep.
Should all our NZSL reps be busy you can still chat with the next available agent. If you are wanting to chat through sign over a video call please let the agent know and we will arrange a video callback for you with our NZSL team.
What hours are NZSL agents available?
The NZSL team follow our customer service live chat hours 10 am - 4 pm Monday to Thursday
Report a scamHave you gotten a suspicious call or email asking for your personal details? Report it!
By Phone
If you've received a call that you believe is a scam, let us know as soon as you can. We'll block the number if possible and work with the industry to try prevent it from happening to others.
All you need to do is fill out our report a scam call form with the necessary information.
By Email
Should you get a suspicious looking email and you're unsure whether it is legitimate or not, report it to us for confirmation. If it is malicious, we'll block the address and notify the industry.
Forward the suspicious email as an attachment to customersupport@team.slingshot.co.nz, don't just forward the original as it will get marked as spam.
What should I do if I've been scammed?
Payment Details
- If you've provided your bank account or credit card numbers, you should call your bank straight away. They'll be able to advise the best course of action and provide a new account or card if necessary.
Links
- Should you click on any unknown link in an email, disconnect from the internet and run an anti-virus scan. This should detect and remove any unsafe or malicious content on your device.
Passwords
- You'll want to go to any website, account, or service that uses the same password and change it as soon as you can. It's best to use different passwords as much as possible to avoid giving out access to everything all at once.
Threats
- Should you be threatened in any way and believe your health and safety are at risk, contact the police immediately on 111.
How can I resolve a dispute?If there's anything you're not happy about in your relationship with us, the sooner you let us know, the sooner we can fix whatever is causing the issue.
We'll always do our best to fix any problems as soon as possible.
Contact Options
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Slingshot customers can contact our team on 0800 89 2027, and you can view our operating hours here.
We have trained staff waiting to answer your call and help you out. You'll find most problems can be resolved over the phone.
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Alternatively, if you prefer you can fill out our online feedback form. Once we pick up your query, we will do our best to contact you within 2 working days.
If for any reason you are still unhappy with our resolution or feel your problem has not been resolved adequately, there are other steps you can take.
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If you feel that your issue has not been dealt with to your satisfaction over the phone, then you can always make a written complaint.
Written Complaints
Slingshot
PO Box 108-109
Symonds Street
Auckland, 1010
New ZealandWithin 5 working days of receiving your complaint, we'll write to you acknowledging receipt of your complaint
At each stage of the resolution process, we will be in touch to make sure you know what’s going on.
As soon as possible, but at most within 5 working days of receiving your complaint, you will get an update on the outcome either over the phone or by written explanation.
If the mistake is ours, and we owe you money, we will pay you by crediting your Slingshot account and offering an apology.
If we believe that you need to pay any unpaid disputed amount, you’ll need to pay your account straight away. If you don’t think you’ll be able to pay immediately we may agree to payment of any overdue amount at a later date or by installments depending on the circumstances.
Talk to us to see what can be organised. -
In addition, you can at any time contact:
- Citizens Advice Bureau
- Community Law Centre
- Ministry of Consumer Affairs
- Your Lawyer
- Disputes Tribunal
- Court
- Telecommunications Dispute Resolution Service
- UDL (Utilities Disputes)
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If a bill, or any part of a bill, has not been paid by the due date and we have not agreed for you to pay it off by a later date or by instalments, our normal overdue bill collection process (explained in our General Terms and Conditions) will apply.
However, if you have made a complaint disputing liability for any amount on your bill, we won't disconnect your supply for non-payment of the disputed amount while we are still investigating your complaint.
Please note that this does not stop us from disconnecting your supply for other reasons, as detailed in our General Terms and Conditions.
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Get the app!
Check your balance, manage payments, scan your Wi-Fi network and heaps more. You call the shots with the Slingshot app!
- 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!
